Troubleshooting

Welcome to the Troubleshooting area. Here you can obtain information and suggestions for problems you may be experiencing.

Click on a problem below for information and suggestions related to that problem.

If this area does not provide you with the information you are looking for, select the feedback option, and send us a description of your problem. You may also contact our Focus Online Banking Center at 401-845-8616 or 1-877-709-2265(option 4) outside the Newport County area. We are available Monday - Friday, 8:00 AM - 4:30 PM EST.

I've forgotten my Password.
I've forgotten my Sign-On ID.
I'm not able to view all my bank accounts online.
I've requested an account to be added, but it doesn't show up in my Account Summary.
When I click on the Register of an account, the register shows no transactions.
When I sign in, I am immediately presented with an ALERT screen saying I have performed an illegal activity.
While signed in to Focus Online Banking, I am occasionally presented with an ALERT screen that states my online session is no longer active.
There is a transaction in my register that I don't recognize.
The information in my register doesn't appear to be up-to-date.
I've scheduled a payment or transfer and the payee has not received it.
I'm "Locked Out". What do I do?
When I look at my transactions online I do not see a description.
I've signed up for E-Statements and I'm not receiving my notification that my E-Statement is ready.
Why am I not able to view all of the accounts I've submitted on my Bank2Bank External Transfers page?
Why would an attempted transfer be unsuccessful?

I've forgotten my Password.

Simply go to the Sign-On page (below the Sign-On box) and you will see "Can't remember your Password?" Click the link and this will bring you to a screen where you will need to provide your Sign-On and then answer the security question/phrase you chose under Options in Focus Online Banking. If you answer correctly, your password will be emailed to the email address we have on file.

I've forgotten my Sign-On ID.

If you have forgotten your Sign-On ID, select feedback from the Sign-On page and send a message stating this fact. Please be sure to include your first and last name with the message. You will then be contacted at the phone number we have for you so that we can verify your identity. Upon verification, your Sign-On ID will be provided to you.

I'm not able to view all my bank accounts online.

If you are not able to view all your accounts on the account summary page, please click the Add Account button on the Account Summary page. This will allow you to request the account be added.

I've requested an account to be added, but it doesn't show up in my Account Summary.

When you request an account to be added, the request is sent and awaits verification. This verification process may take a couple of business days. If, after a couple of days the account doesn't show up in your Account Summary page, send a message using the Mailbox within Focus Online Banking. By using this secure mailbox you can send a message to the Customer Service Desk and the matter will be researched.

When I click on the Register of an account, the register shows no transactions.

Posted transactions to your account are tracked by the system from the point of enrolling or adding the account. So, as time goes by, transactions will begin to show in your register. If you have had transactions in your register in the past, and they are no longer showing, send a message using the Mailbox within Focus Online Banking to the Customer Service Desk, and the matter will be researched.

When I sign in, I am immediately presented with an ALERT screen saying I have performed an illegal activity.

This is most commonly caused by your browser not being configured to accept cookies. You should be aware that Focus Online Banking depends on cookies to verify your identity after signing in. If you've disabled cookies from within your browser, or if you are running third-party software that intercepts or deletes cookies, you will not be able to use Focus Online Banking to manage your accounts.

With Microsoft Internet Explorer, you have the option of ordering your browser to disable all cookie use, to accept all cookies, or to alert you every time a cookie is offered. Then you can decide whether to accept one or not. If you have your cookies disabled, you will be presented with an ALERT page whenever you attempt to Sign-in to Focus Online Banking. If you chose to be prompted every time a cookie is offered, you will get a number of dialog boxes after signing in asking whether you want to accept the cookie. If you answer yes to these dialog boxes, you will be allowed to use the system. If you answer no to any of these dialog boxes, you will be presented with the ALERT page.

Changing how your browser deals with Cookies

In Internet Explorer 5.0:

On the Tools menu, click Internet Options.
Click the Security tab.
Select the Internet zone.
Click Custom Level
Scroll down to the Cookies section and enable both the "Allow cookies that are stored on your computer" and the "Allow per-session cookies (not stored)" sections.

In Internet Explorer 6.0:

On the Tools menu, click Internet Options.
Click the Privacy tab.
Select Advanced button.
Click the box in front of Override automatic cookie handling.
Select Accept or Prompt.
Click the OK button.
Click the Apply button.

While signed in to Focus Online Banking, I am occasionally presented with an ALERT screen that states my online session is no longer active.

Focus Online Banking will automatically sign you out if you have remained idle for a period of time. This is done in case you have forgotten to sign-off of the system. If you are idle on a particular page for a while, the system may interpret this to mean that you have left your computer and will subsequently sign you off.

If you have not been idle for any period of time and you receive the ALERT screen, this may be caused by your browser's cookie configuration (see the previous problem).

There is a transaction in my register that I don't recognize.

If there is a transaction in your register that you don't recall making or creating, send a message using the Mailbox within Focus Online Banking to the Customer Service Desk, specifying the transaction information, and the issue will be researched.

The information in my register doesn't appear to be up-to-date.

Focus Online Banking is updated each morning with posted transactions from the night before. Transactions made on weekends and holidays will not post to your account until the next business day. If you feel that an item has cleared but is not showing in your register, send a message using the Mailbox within Focus Online Banking to the Customer Service Desk, and the issue will be researched.

I've scheduled a payment or transfer and the payee has not received it.

If your payee has not received the payment or transfer within the maximum recommended time (5-7 business days from when it debited your checking account or 2-3 business days for a transfer), send a message using the Mailbox within Focus Online Banking to the Bill Payment Desk to inquire about the status of the payment. Be sure to provide details including the item's reference number (the reference number is displayed on the Register screen under the "Num" column). The payment/transfer will then be traced and a status response will be emailed to you.

I'm "Locked Out". What do I do?

For security reasons we require that you contact a Focus Online Banking Representative at 401-845-8616 or 1-877-709-2265(option 4) outside the Newport County area Monday - Friday 8:00-4:30PM EST.

When I look at my transactions online I do not see a description.

Your transactions prior to November 10th will not display a full description, due to the system upgrade. Please refer to your bank statements for the full description. All transactions after November 10th will have a full description on all items.

I've signed up for E-Statements and I'm not receiving my notification that my E-Statement is ready.

If you are not receiving your notification that's because your email address is incorrect. To check your email address please Sign-On to your Focus Online Banking and click options in the upper right hand corner of your screen. If your email address is correct and you're not receiving the notification it's most likely do to spam filters.

Why am I not able to view all of the accounts I've submitted on my Bank2Bank External transfer page?

Only accounts that are active will be displayed on the Bank2Bank External Transfers page. If you have not already activated the account, please click on the "Manage Accounts" screen to see the status of all your accounts. You may then activate the account from this acreen.

Why would an attempted transfer be unsuccessful?

A Transfer of Funds request will be rejected if it cannot successfully be posted to your account. The most common reasons for failed or returned transfers are:

Exceeding the dollar limit for an individual transaction, total transactions per day, week or month, or outstanding transfers (transfers that you've initiated but which haven't been finalized).
Lack of sufficient funds in the source account.
Restriction placed by a financial institution on one of the accounts, (account number or routing number may have changed since registration, account may be frozen by the institution, account may have reached allowed limits of number of such transactions, etc.).

You will be notified by email if we receive a return message on your transaction indicating that the transfer has not been completed. Full details as to why your transfer failed will be available on the "History" screen.