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Online Help Index

TROUBLESHOOTING

GENERAL INFORMATION

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COMPATIBILITY TEST

Having difficulties viewing the test or not seeing the test results could be due to one or more of the following:

  1. Pop-up Blocker. If your browser uses a pop-up blocker, please disable it and click on the Test Again link. For more information regarding pop-up blockers please refer to the specific section for your browser by clicking on the link located in the index at the top of the page.
  2. JavaScript is disabled. If your browser has JavaScript disabled, please enable it and click on the Test Again link. Click here for more information about JavaScript.
  3. Alternative Browsers. Using an outdated, branded, or non-standard browser might cause test errors. Attempt to run the test on a recommended browser to see if the test can be successfully run. Click here for a list of recommended browsers.

If you are still not able to view the test, please contact our Customer Service for further help.

 

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ERROR MESSAGES

Error Messages - To show our Customer Service the exact error message that you are receiving, display the error message on your screen then press ALT+Print Screen on your computer's keyboard. This will transfer the image to your clipboard. Open your Word Processor and paste the selection. You can save this file and e-mail it to our Customer Service for support.

When experiencing an error message, try the following steps before contacting our Customer Service:

  1. Close the browser.
  2. Retry.
  3. Delete the Cache, Reload, or Refresh.

After trying this and you still continue to receive the error message, contact our Customer Service.

 

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ABOUT SECURITY

Security refers to preventing unauthorized access to a computer system or network. Internet Banking uses several layers of technology to prevent unauthorized users from gaining access to the internal network. Internet Banking's security professionals manage a sophisticated networking architecture that includes screening routers, filtering routers, and firewalls.

Internet Banking is a term for accessing your account information over the Internet. We may refer to it as Internet Account Access or use a different name.

The Internet Banking section is automatically secured/encrypted, but the rest of the Web site can be accessed as either secure or unsecure.

To ensure security, we recommend the following:   Never reveal your password**.

**Password refers to your telephone access (audio response system, not Bill Payment) password or the password that you selected when you signed up for Internet Banking. We may alternatively use a different name(e.g. "PIN"). If you have questions about what to enter in order to access Internet Banking for the first time, contact our Customer Service.

IMPORTANT: Some browsers allow you to enable a function to require passwords for specific sites or certifications. In that instance, you should enter the password for the browser.

Passwords are case sensitive. Mixing uppercase and lowercase letters is permitted.

You can change your Internet Banking password under User Options at any time. It is recommended that you change your password every six months.

WARNING: We do not have access to your password. In the case of a forgotten password and/or challenge questions, contact our Customer Service and ask them to reset your password for Internet Banking.

Use the Sign Off icon to end a Internet Banking session. This will securely close out your Internet Banking session and expire all the cookies that were set in your session. Do not use the Back key.

IMPORTANT: If you do not exit the browser, the browser will allow you to use the Back key to get back into your Internet Banking session should you wish to explore another site.

The amount of time you can remain inactive before being automatically logged out of Internet Banking can be set under User Options.

WARNING: For your own security, keep this time setting as short as possible.

It is recommended that you balance your account at least once a month so that any discrepancies can be reported in a timely manner.

 

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RECOMMENDED OPERATING SYSTEMS FOR INTERNET BANKING

Recommended Operating Systems

  • Windows 2000
  • Windows XP
  • Windows Vista
  • Macintosh OS X

Internet Banking is optimized to use with certified/recommended operating systems. By using a different operating system, you may not be able to take full advantage of all the features within Internet Banking. Click here for a list of recommended browsers.

 

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DETERMINING YOUR BROWSER VERSION

In Microsoft® Internet Explorer:

  1. Click on Help.
  2. Click on About Microsoft® Internet Explorer.
Click here to upgrade to a newer version of Explorer now!

In America Online's Web Browser:

  1. Click on Help.
  2. Click on About America Online.

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ABOUT COOKIES

Cookies are small text files on your system, used to keep track of settings or data for a particular site. Web sites can use cookies to identify a returning user or to pass information between Web pages in a single visit.

There are two types of cookies: temporary and permanent. Temporary cookies are used and tracked by the browser to pass information and are deleted once the browser is shut down. Permanent cookies are stored on your system and can be accessed again for multiple visits. Permanent cookies usually have an expiration date and will be automatically deleted from your system at that time. Internet Banking uses temporary cookies and may use permanent cookies, but never passes private information through cookies.

An example of how Internet Banking uses a temporary cookie is in the demo. The browser uses the cookie to either show or hide the overview depending on the user's choice. Every time the demo is used, that cookie will be used and deleted once the demo is exited or the browser is shut down.

Internet Banking also uses a different kind of temporary cookie known as a session cookie, a non-persistent cookie, or a pre-expired cookie. This cookie is used as part of the stringent security measures in Internet Banking to make sure that each page in Internet Banking is not cached or saved on your system. This means that each page must be retrieved from the Web server. This cookie is deleted when a user logs or times out of Internet Banking or if the browser window is closed and ensures that another user on the same computer cannot access the previous user's Internet Banking session or information.

If you use Enhanced Security, Internet Banking may place a secure permanent cookie on your computer. This secure cookie is unique, and when used in combination with your login information, creates a unique way to identify you to the system. For every login attempt after you add extra security to a computer, this secure cookie is validated along with the login identification you normally enter. This secure cookie is only used to validate your identity and does not contain any personal information.

 

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ABOUT JAVASCRIPT

JavaScript is a widely accepted, simple programming language that allows a Web site to be more interactive. Web sites can use JavaScript to perform many actions such has calculations, displaying dynamic navigation, and rotating through banner images. By using JavaScript, Web sites can be proactive by making a better internet experience.

An example use of JavaScript in Internet Banking is form validation. Validation is simply enforcing certain rules on different fields. When presented with a phone number field, JavaScript can alert the user if the phone number format is incorrect or if a value in the field is not a number. This allows the form to be filled out and submitted correctly the first time.

If JavaScript is not enabled, some or all of the Internet Banking features may not work. In most browsers, JavaScript is enabled through the adjustment in Security Settings. Please refer to the specific section for your browser by clicking on the link located in the index at the top of the page.

 

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ABOUT SSL

Before initiating your Internet Banking, we first require that a "secure session" is established using Secure Socket Layer (SSL) encryption. This is a process where the information between our server and your browser is encrypted or scrambled so it cannot be read by unauthorized parties.

A general indicator that you have entered a secure session is when the URL (web page address) in the address bar starts with "https" (note the "s" at the end) rather than "http", your session is secure.

ABOUT DISPLAY SIZE

The content of a Web site is created to be best viewed in a range of display sizes or screen resolutions. The display size maximum is determined by your monitor's maximum display area (by maximizing your browser window) and the display size minimum is user controlled by resizing the window to be smaller then the maximum area allowed.

By viewing a Web site at or above the recommended display size or screen resolution all the Web site content can be seen without scrolling left to right. Each Web site will vary with their recommended display size or screen resolution, but the most recommended browser display sizes are 800 width by 600 height (800 x 600) or 1024 width by 768 height (1024 x 768).

Your monitor's display size, sometimes referred to as the desktop area is a setting controlled by your Operating System. Please refer to your Operating System documentation on how to determine and change your display size.

 

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ABOUT ADOBE ACROBAT READER

Adobe Acrobat Reader is a free browser plug-in that can read certain document file types known as PDF (portable document format). Having this plug-in allows you to read a PDF file from your browser window rather than having to open the Adobe Acrobat program to read the file. If you need Adobe Acrobat Reader, click here and follow the directions on Adobe's Web site.

Internet Banking most commonly uses PDF files for Online Statements and Check Images.

 

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RECOMMENDED BROWSERS FOR INTERNET BANKING

Recommended Browsers

  • Microsoft Internet Explorer 8.0
  • Mozilla Firefox 4.0
  • Google Chrome
  • Safari 4.0

Our site is optimized for use with certified/recommended browsers. If you use a different browser, you may not be able to take full advantage of all the features of the site.

Be sure to select a supported version when downloading at the following locations:

 

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INTERNET EXPLORER 7.0 SETTINGS

Browser Settings

Cookies
 

  1. Click on TOOLS.
  2. Select INTERNET OPTIONS.
  3. Click the PRIVACY tab.
  4. Click on the ADVANCED tab.
    1. Put a check mark next to "Override Automatic Cookie Handling".
    2. Select ACCEPT for "First-Party Cookies" and "Third Party Cookies".
    3. Put a check mark next to "Always Allow Session Cookies".



Security

  1. Click on TOOLS.
  2. Select INTERNET OPTIONS.
  3. Click on the SECURITY tab.
    1. Set the Security Level for the Internet Zone to MEDIUM. (if slider bar is not available, click on the button "Default Level").
    2. Click on the button "Custom Level".
    3. Under Scripting of Java Applets make sure the radio button is set to ENABLE.
    4. Under File Download make sure the radio button is set to ENABLE.
    5. (for XP only) Under Automatic prompting for file downloads make sure the radio button is set to ENABLE.
  4. Click on the PRIVACY tab.
    1. Set the Privacy Setting to MEDIUM.
    2. Click on the button "Advanced".
    3. Put a check mark next to "Override Automatic Cookie Handling".
    4. Under First-party Cookies make sure the radio button is set to ACCEPT.
    5. Under Third-party Cookies make sure the radio button is set to ACCEPT.
    6. Put a check mark next to "Always Allow Session Cookies".
  5. Click on the ADVANCED tab.
    1. Under Security make sure the checkbox for "Do not save encrypted pages to disk" is blank.
    2. Under the Security Section, check "Use SSL 2.0 and SSL 3.0".
  6. Click on OK until exited completely from options.



Deleting All Temporary Internet Files:

  1. Click on TOOLS.
  2. Select Internet OPTIONS.
  3. Under Browsing History, click the 'Delete...' button.
  4. Under the heading Temporary Internet Files click on the 'Delete files...' button.
  5. Click on OK until exited completely from options.



Deleting Cookies Only:

  1. Click on TOOLS.
  2. Select Internet OPTIONS.
  3. Under Browsing History, click the 'Delete...' button.
  4. Under the heading Cookies click on the 'Delete cookies...' button.
  5. Click on OK until exited completely from options.

 

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AMERICA ONLINE 8.0 & 9.0 SETTINGS

America Online (NOTE: The built-in AOL browser appears to be a version of an Internet Explorer browser. In that case, some things (e.g. deleting cookies, etc.) could be accomplished the same way as done with Internet Explorer browsers.)

AOL Auto-Fix (NOTE: Users must be signed on to their PC as a System Administrator in order to do this.)

  1. Sign on to AOL, and then go to AOL Keyword "Fix It".
  2. Click the link "Problems with the AOL web browser".
  3. Follow the simple instructions given on screen to complete the repairs. At this point, the AOL Auto-Fix does several things, including (but not limited to) clearing the cache and repairing the AOL Adapter. These things can also be done manually.

Browser Settings: (This is done from your Desktop, not inside the AOL browser)

  1. Click on the "Start" button.
    (Only on Win2000, or on WinXP when Start button menu is in Classic mode) Select "Settings"
  2. Select "Control Panel".
  3. On the Control Panel window/submenu, select "Internet Options".
    Enabling JavaScript:
    1. On the Internet Properties window, select the "Advanced" tab.
    2. In the Security section, make sure the checkbox for "Do not save encrypted pages to disk" is blank (OFF).
    3. To enable Java: under Java (or Microsoft) VM, make sure checkbox for "JIT compiler for virtual machine enabled (requires restart)" is checked (ON).
    4. On the Internet Properties window, select the "Privacy" tab.
    5. Under the Privacy tab, click the "Advanced..." button.
    6. On the Advanced Privacy Settings window, make sure that the radio buttons for "First-party Cookies" and "Third-party Cookies" are both set to "Accept" and the checkbox for "Always allow session cookies" is checked (ON).
    7. Click the "OK" button to close the Advanced Privacy Settings window.

    Deleting the Cookies:
     

    1. On the "Internet Properties" window, select the "General" tab.
    2. Under the General tab, click the "Delete Cookies" button.
    3. On the Delete Cookies window, click the "OK" button.

    Deleting the Cache: (a.k.a. Temporary Internet Files)

    1. On the "Internet Properties" window, select the "General" tab.
    2. Under the General tab, click the "Delete Files" button.
    3. On the Delete Files window, click the "OK" button.
  4. On the "Internet Properties" window, click the "Apply" button.
  5. Click the "OK" button to close the "Internet Properties" window.

Block pop-up windows:

Because Internet Banking uses pop-up windows (e.g. Printer Friendly window, etc.), we recommend that "Pop-up windows" be allowed. Alternatively, users who like to block pop-up windows could have this feature on, PROVIDED that they add our domain to the list of allowed sites.

  1. Sign on to America Online, and then select the "Safety" menu.
  2. From the Safety menu, select "Web Pop-Up".
  3. In the Pop-Up Control Settings window, select the "Web Pop-Ups" tab.
  4. Set the radio button for "Pop-up Controls" to select either "Allow all pop-ups" or "Allow web pop-ups from these sites".
  5. If you selected the latter in the previous step, make sure that our domain is in the list of allowed sites.
  6. Click the "Save" button.

     

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MOZILLA FIREFOX 3.0 SETTINGS

Browser Settings:

 

  1. From the menu bar, click on "Tools".
  2. From the Tools menu, select "Options...".
  3. In the Options window, select the "Privacy" icon.
  4. Select the "Cookies" section.
    1. Check (ON) the checkbox for "Allow sites to set cookies".
    2. Uncheck (OFF) the checkbox "for the originating web site only".
    3. From the Keep Cookies dropdown list, select "until they expire".
  5. In the Options window, select the "Web Features" icon.
    1. Uncheck (OFF) the checkbox for "Block Popup Windows". * Or if you choose to have it checked (ON), be sure to add your FI's domain to the list of Allowed Sites.
    2. Check (ON) the checkbox for "Allow web sites to install software".
    3. Check (ON) the checkbox for "Load Images".
    4. Uncheck (OFF) the checkbox "for the originating web site only".
    5. Check (ON) the checkbox for "Enable Java".
    6. Check (ON) the checkbox for "Enable JavaScript".
  6. In the Options window, select the "Advanced" icon/tab.
  7. Select the "Security" section.
    1. Check (ON) the checkbox for "Use SSL 2.0".
    2. Check (ON) the checkbox for "Use SSL 3.0".
  8. Click on OK button to close the Options window.

 

Deleting the Cache: (a.k.a. Temporary Internet Files)

  1. From the menu bar, click on "Tools".
  2. From the Tools menu, select "Options...".
  3. In the Options window, select the "Privacy" icon.
  4. In the "Cache" section, click the "Clear" button.
  5. Click on OK button to close the Options window.

Deleting Cookies Only:

  1. From the menu bar, click on "Tools".
  2. From the Tools menu, select "Options...".
  3. In the Options window, select the "Privacy" icon.
  4. Select the "Show Cookies" button.
  5. The User can either click "Remove All Cookies" OR select a cookie from the list and click "Remove Cookie".
  6. Click the Close button to close the Cookies window.
  7. Click the OK button to close the Options window.

 

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 Safari 6 Settings  
If you are using the Safari Browser and have difficulty accessing our Bill Pay area, please try holding the control key down when you click on the Bill Pay link. This should allow you to open the Bill Pay page in a new browser window.

Preferences:
1.       From the menu bar, click/select the Safari menu.
2.       From the Safari menu, select "Preferences...".
3.       In the Preferences window, click the "Security" icon/tab.
4.       In the "Web Content" section,
a)       Click (ON) the checkbox for: "Enable plug-ins".
b)       Click (ON) the checkbox for "Enable Java".
c)       Click (ON) the checkbox for "Enable JavaScript".
d)       Unclick (OFF) the checkbox for Block pop-up windows. *
5.       In the Preferences window, click the Privacy Tab:
6.       In the "Block Cookies" section, select the "Never" radio button.
7.       In the Preferences window, click the "AutoFill" icon/tab.
8.       Unclick (OFF) the checkbox for "User names and passwords".
9.       Close the Preferences window.
 
Deleting Cookies and Cache: (a.k.a. Temporary Internet Files)
1.       From the menu bar, click/select the Safari menu.
2.       From the Safari menu, select "Preferences...".
3.       In the Preferences window, click the "Privacy" icon/tab.
4.       Click the "Remove All Website Data" button.
5.       Click “Remove Now”
6.       Close the Preferences window.
 
Block pop-up windows:
* It is recommended that "Block pop-up windows" be turned OFF because Internet Banking
utilizes pop-up windows (e.g. Printer Friendly window, etc.).
 
NOTE: Block pop-up windows can also be turned on/off from the Safari menu.

 

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UNABLE TO LOG INTO INTERNET BANKING

If you can view the other areas of our Web site, but are unable to access Internet Banking, it may indicate a problem accessing all secured Web sites. Both your browser and Internet service provider must support secured sites. This Web site is designed for Microsoft® Internet Explorer 7.0, Mozilla Firefox 3.0 or Safari 3.0 for Macintosh. Using other browsers may cause the Web pages to appear misaligned and prevent access to Internet Banking.

IMPORTANT: It is highly recommended that the newer browsers be used to access Internet Banking.

If you are using one of the browsers mentioned above and are still experiencing a problem, the problem may lie with the Internet service provider. This is particularly common with employer-based access to the Internet. Your employer may have firewalls, proxy servers, or other equipment that may prevent access to secured sites. Contact your company's Data Processing Department regarding the problem or try to access Internet Banking from another location.

IMPORTANT: When reporting problems to our Customer Service, have as much information ready as possible (e.g., browser version, etc.).

Receiving the following message after logging in successfully will stop all further processing and/or access to any portion of Internet Banking during this session: "Internet Account Access Session Error." Return to the login screen to start a new session. This error indicates that you did not accept one or more cookies. In order to enter the secured encrypted site you must accept the cookies. Since there are several within Internet Banking, it is suggested that you disable the cookie alert within your browser while viewing account information.

IMPORTANT: If you are prompted with a dialog box that asks you to re-enter your password, (after initially entering your User ID and Internet Banking password), your browser may not support JavaScriptTM, or JavaScriptTM may not be enabled. An upgrade may be necessary.

If you have already upgraded your browser, the "Enable JavaScript" function may be disabled.

To enable JavaScriptTM in Microsoft® Internet Explorer 7.0:

  1. Click on TOOLS.
  2. Select INTERNET OPTIONS.
  3. Click on the SECURITY tab.
    1. Set the Security Level for the Internet Zone to MEDIUM.
    2. Click on the button marked "Custom Level"
    3. Under Java Permissions make sure the radio button is set to Medium Safety.
    4. Under Scripting of Java Applets make sure the radio button is set to ENABLE.
  4. Click on the PRIVACY tab.
    1. Set the Privacy Setting to MEDIUM.
  5. Click OK and go to the ADVANCED tab.
  6. Under The Microsoft VM section, check the box next to "JIT compiler for virtual machine enabled (requires restart)"
  7. Click on OK until exited completely from options.

To enable JavaScriptTM in America Online 8.0 & 9.0:

  1. Click on the "Start" button.
  2. Select "Settings" (Only on Win2000, or on WinXP when Start button menu is in Classic mode)
  3. Select "Control Panel".
  4. On the Control Panel window/submenu, select "Internet Options".
  5. On the Internet Properties window, select the "Advanced" tab.
  6. In the Security section, make sure the checkbox for "Do not save encrypted pages to disk" is blank (OFF).
  7. To enable Java: under Java (or Microsoft) VM, make sure checkbox for "JIT compiler for virtual machine enabled (requires restart)" is checked (ON).
  8. On the Internet Properties window, select the "Privacy" tab.
  9. Under the Privacy tab, click the "Advanced..." button
  10. On the Advanced Privacy Settings window, make sure that the radio buttons for "First-party Cookies" and "Third-party Cookies" are both set to "Accept" and the checkbox for "Always allow session cookies" is checked (ON).
  11. Click the "OK" button to close the Advanced Privacy Settings window.

To enable JavaScriptTM in Safari 3.0:

  1. From the menu bar, click/select the Safari menu.
  2. From the Safari menu, select "Preferences...".
  3. In the Preferences window, Click the "Security" icon/tab.
  4. In the "Web Content" section,
    1. Click (ON) the checkbox for: "Enable plug-ins"
    2. Click (ON) the checkbox for "Enable Java".
    3. Click (ON) the checkbox for "Enable JavaScript".
  5. Close the Preferences window.

To enable JavaScriptTM in Mozilla Firefox 3.0:

  1. From the menu bar, click on "Tools".
  2. From the Tools menu, select "Options...".
  3. In the Options window, select the "Web Features" icon/tab.
    1. Check (ON) the checkbox for "Enable Java".
    2. Check (ON) the checkbox for "Enable JavaScript".
  4. Click on OK button to close the Options window.

 

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UNABLE TO ACCESS BILL PAY (SAFARI USERS)

If you are using the Safari Browser and have difficulty accessing our Bill Pay area, please try holding the control key down when you click on the Bill Pay link. This should allow you to open the Bill Pay page in a new browser window.

 

 

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LOGIN SECURITY INFORMATION

Internet Explorer Content Advisor

Users that have Content Advisor enabled in Internet Explorer will require some changes that need to be made in order to use Internet Banking.

 

  1. Click on Tools.
  2. Select "Internet Options"
  3. Select the "Content" tab
  4. Select "Settings" and input the Content Supervisor password. (The password was created when Enabling the Content Advisor, if you have forgotten this password contact Microsoft)
  5. Select "Approved Sites"
  6. Copy and paste the entire login page URL, For example: www.lapfcu.org/onlinserv/HB
  7. Select "Always" and then click "Apply"
  8. Click "OK" to close the Window.
  9. When logging into Internet Banking, you may see a message box.

    Security Alert

  10. Select "Yes" to continue.

 

 

Additional Third Party Software (TPV)

Due to increased security, certain third party toolbars/software may prevent end user access into Internet Banking. This can also include some types of pop-up blockers. In order to log into Internet Banking, this software may need to be disabled or uninstalled. Please refer to the third party vendor instructions for information on how to perform these steps.

Spyware/Adware

Due to increased security, certain spyware/adware may also prevent access into Internet Banking. In order to log into Internet Banking, users must remove this type of software from their computer.

Spyware is Internet jargon for advertising supported software (Adware). It is a way for shareware authors to make money from a product, other than by selling it to the users. Adware typically reports your Internet surfing habits back to a third party site for data collection purposes. In order to protect your financial privacy, it may be necessary to install a spyware/adware search tool to determine if your computer has any of this software installed. If you determine that adware or spyware has been installed on your computer, the software will need to be removed.

 

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DOWNLOADING FILES TO FINANCIAL SOFTWARE

To search for help with Quicken, visit the Intuit Web site at http://www.intuit.com/support/

To search for help with Microsoft Money, visit http://www.microsoft.com/money/.

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IMPORTING TO MS MONEY

  1. Go to Account Access and click on Export.
  2. Choose the source account and the date range you wish to download.
  3. Choose Money OFX as the export format.
  4. A screen will pop up. Follow the MS Money instructions.
     

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HOW TO ALLOW POP-UPS FOR THIS SITE

Some of the services we offer open in pop-up windows. If you find that these do not display, they are probably blocked by your Web browser, a browser toolbar, or another Internet security tool. We assure you that it is safe and secure to allow pop-ups for this site and recommend you do so to access all of our services.

Listed below are some of the most popular browsers and pop-up blockers. To enable pop-up windows for this site, please select the browser or tool you are using and follow the instructions provided.

 

INTERNET EXPLORER

If you have the latest updates from Microsoft on your computer, you will likely see a message appear automatically in your browser when a pop-up window is blocked (see image below).

 

 

  1. Click on the yellow bar that appears in your browser.
  2. When the menu appears, select Always Allow Pop-ups from This Site.
  3. A dialog box will appear asking you to confirm. Click Yes.
  4. The page will refresh and you can now click the link for the service that was blocked earlier.

 

If you do not see a pop-up message appear automatically in your browser, you can still allow pop-ups for our site by changing the setting through the Tools menu.

If you are using Internet Explorer 7:

  1. Locate and select the Tools menu.
  2. Select Pop-up Blocker.
  3. Select Pop-up Blocker Settings.
  4. Enter the address of our site in the Address of Web site to allow field.
  5. Click Add.
  6. Click Close.
  7. You can now click the link for the service that was blocked earlier.

If you still do not see the service open in a pop-up window, you may have another third-party tool blocking pop-ups that you also need to modify in order to use the service (see below).

 

FIREFOX

If you are running the latest version for Firefox, you will likely see a message appear automatically in your browser when a pop-up window is blocked (see image below).

 

  1. Click on the yellow bar that appears in your browser.
  2. When the menu appears, select Allow pop-ups for... Our address will appear here so that you know you are allowing pop-ups for the right site.
  3. A dialog box will appear asking you to confirm. Click Yes.
  4. The page will refresh and you can now click the link for the service that was blocked earlier.

If you do not see a pop-up message appear automatically in your browser, you can still allow pop-ups for our site by doing the following:

 

  1. Go to the Tools menu and select Options (For Macintosh users, select Preferences).
  2. Click the Content tab (If on an older version, click Web Features).
  3. On the same line as to the text Block pop-up windows click the button labeled Exceptions (If on an older version, click Allowed Sites).
  4. Enter the address of our site in the Address of Web Site field.
  5. Click the Allow button (or the Enable button, depending on your version).
  6. Click the Close button to save the changes.
  7. Click OK to close the Options window.
  8. You can now click the link for the service that was blocked earlier.

If you still do not see the service open in a pop-up window, you may have another third-party tool blocking pop-ups that you also need to modify in order to use the service (see below).

 

SAFARI

If you are using the Safari Browser and have difficulty accessing our Bill Pay area, please try holding the control key down when you click on the Bill Pay link. This should allow you to open the Bill Pay page in a new browser window.

For Macintosh users, in order to disable the pop-up blocker in Safari:

  1. Open the Safari menu and select the Preferences option.
  2. Uncheck Block pop-up windows.

For Windows users, in order to disable the pop-up blocker in Safari:

  1. Open the Edit menu and select the Preferences option.
  2. Click on the Security tab.
  3. Uncheck Block pop-up windows.

You can now click the link for the service that was blocked earlier. Once you are finished with our online services, you can turn the pop-up blocker back on if you wish to keep it active for other sites.

If the option was not checked, or if you still do not see the service open in a pop-up window, you may have another third-party tool blocking pop-ups that you also need to modify in order to use the service (see below).

 

AMERICA ONLINE

To disable the pop-up blocker if you are using the AOL browser:

  1. Go to the Safety menu and select Web Pop-up.
  2. Select the Web Pop-Ups tab.
  3. Set the radio button for Pop-up Controls to either Allow all pop-ups or Allow web pop-ups from these sites.
  4. If you selected Allow web pop-ups from these sites, enter the address of our site in the field below and click the Add button.
  5. Click the Save button.
  6. Click the OK button if prompted.

If you still do not see the service open in a pop-up window, you may have another third-party tool blocking pop-ups that you also need to modify in order to use the service (see below).

 

AOL TOOLBAR

To disable the pop-up blocker if you are using the AOL toolbar:

  1. Locate the toolbar in the browser (as shown above).
  2. Click on the pop-up blocker icon. Depending on your version, it will look similar to this: 
  3. Select Allow Pop-up from… Our address will appear here so that you know you are allowing pop-ups for the right site.

You can now click the link for the service that was blocked earlier. Once you are finished with our online services, you can click the button again to turn the pop-up blocker back on if you wish to keep it active for other sites.

 

THIRD-PARTY POP-UP BLOCKERS

Some of the most common pop-up blockers are listed below. Please select or view the tool you are using and follow the instructions provided.

 

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