Troubleshooting

Unable to Login to the_Max! eBranch

Accessing the Login Page

If you can view the other areas of our website, but are unable to access the_Max! eBranch, it may indicate a problem accessing all secured websites.

If you are using one of the browsers we recommend and are still experiencing a problem, the problem may lie with your 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 IT Department regarding the problem or try to access the_Max! eBranch from another location.

IMPORTANT: When reporting problems to us, please have as much information ready as possible (e.g. when the problem occurred, browser version, etc.).

Forgot User ID and/or Password

I've forgotten my User ID, how can I access the_Max! eBranch?

If you have forgotten your User ID, you must call the Credit Union. After receiving your current User ID, you can then login to the_Max! eBranch and click on the 'Online Services' tab and then 'User ID.' to change it to something easier for you to remember. Your User ID must contain at least one alpha character. We recommend that you do not use your account number or any part of your SS# in your User ID.

I've forgotten my password, how can I access the_Max! eBranch?

You may use our password reset tool, or contact us for assistance.

IMPORTANT: We do not have access to your password. In the case of a forgotten password, please use our password reset tool or contact us to reset your password.

Common Error Messages

The following errors may occur when accessing the_Max! eBranch:

  • Account verification error. Your password is incorrect. Verify the password and re-enter it. Check to make sure the Caps Lock is not on. Passwords are case-sensitive; the Caps Lock may alter the way your password is being entered.
  • The account has been locked. You have had too many invalid login attempts. As a security measure, the_Max! eBranch will allow three invalid password attempts and will lock out the account on the fourth try. To reset your password, please use our password reset tool or contact us for assistance.
  • We're sorry, we are unable to process your request at this time. the_Max! eBranch is temporarily down for system maintenance. Try again periodically. If the message is displayed repeatedly, contact us.

Troubleshooting

Error Messages - To show us the exact error message that you are receiving, display the error message on your screen then press Print Screen on your computer's keyboard. This will transfer the image to your clipboard which can then be pasted into a Word document or other application.

When experiencing an error message, try the following steps before contacting your financial institution:

  1. Clear the cache, reload, or refresh.
  2. Close the browser.
  3. Retry.

After trying this and you still continue to receive the error message, contact us.

IMPORTANT: When reporting problems to us, please have as much information ready as possible (e.g. when the problem occurred, browser version, etc.).

Unsuccessful Transfer - If a transfer is unsuccessful you will be given a reference number. You may email us and an NGFCU Representative will assist you in finding out why your transfer was not successful.

I've opened Quicken and tried to connect to you to download my files; it does not work. How can I do this?

To export your transactions, click on the Online Services tab, then click on Export Account Information.

  1. Choose the account and the dates you would like to export history for.
  2. Select Quicken as your Export format, and click the Download Data button. Do this for each account you wish to export.
  3. Open Quicken. The exported history items will be automatically uploaded.

It takes so long to download data, my session times-out and I have to start all over. How do I fix this?

We suggest that you increase the time limit on your connection with us. To increase the time limit click on Online Services in Online Banking and then select Timeout.

If you are using a screen reader and need assistance using this website, please call 800-633-2848.

If you are using a screen reader and are having problems using this website, please call 800-633-2848 for assistance.
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