Ctrl+F5

While in the KeepSafe screen, try pushing the Ctrl and F5 buttons on your keyboard at the same time, then try again.

If that doesn't help, try the next fix

Clear your temporary internet files and cache

Every time that you open a browser to view a web page, your computer stores a local copy of that web page in a temporary file. If the size of the temporary internet files folder becomes too large, some display problems may occur. Removing all the temporary internet–related files might help resolve the issue.

Before doing this, you should log out of internet banking. To remove all the temporary internet–related files from your computer follow these steps for:

Mozilla Firefox for Windows
  • Start Mozilla Firefox
  • On the 'Tools' menu, click 'Clear Recent History'
  • In the dropdown box next to 'Time range to clear': select the option 'Everything'
  • Select (tick) the following boxes:
    1. Browsing and Download History
    2. Cookies
    3. Cache
    4. Site Preferences
  • Click 'Clear Now'
Internet Explorer 8
  • Start Internet Explorer
  • On the 'Tools' menu, click 'Delete Browsing History'
  • Select (tick) the following boxes:
    1. Temporay Internet Files
    2. Cookies
  • Click 'Delete'
Internet Explorer 7
  • Start Internet Explorer
  • On the 'Tools' menu, click 'Delete Browsing History'
  • Under Temporary Internet Files click Delete files...
  • Click 'Yes' to confirm
  • Under 'Cookies' click 'Delete files...'
  • Click 'Yes' to confirm
  • Click 'Close'
Google Chrome
  • Open Google Chrome
  • On the 'Tools' menu and click 'Clear browsing data'
  • Click the tick box to select the following
    • Empty the cache
    • Delete cookies
  • In the dropdown box next to 'Clear data from this period', select the option 'Everything'
  • Click 'Clear Browsing Data'
Safari
  • Open Safari
  • From the 'Edit' menu, click 'Empty Cache...'
  • A dialog box will open. Click 'Empty'
Firefox for Mac OS X
  • Open Firefox
  • On the 'Tools' menu, click 'Clear Private Data'
  • Click the tick box to select Cache
  • Click clear 'Private Data Now'

Still having problems?

Try these additional trouble shooting options, but if you're still having problems contact us.

Internet Explorer 7 reset

You should only reset your Internet Explorer Options if you have already tried clearing your temporary internet files and cache.

Note: This will delete all temporary files, disable browser add–ons and reset all customised settings you may have changed.

  • Start Mozilla Firefox
  • Go to the 'Tools' menu and select 'Internet Options'
  • Select the 'Advanced' tab
  • Select the 'Reset' button
  • Close Internet Explorer
  • Open Internet Explorer and login to Internet Banking
Firefox 3 (or higher)

If you've followed the instructions to Clear Private Data and are still getting an error message, the issue may be a result of a browser extension hiding the boxes. To disable extensions, try the following steps:

  • On the 'Tools' menu, click 'Add–ons'
  • Select the 'Extension' tab
  • Click on each extension and select 'Disable' (this will not remove the extension from the list)
  • Close Firefox
  • Open Firefox and login to Internet Banking
Safari reset

If you've followed the instructions to Empty Cache and are still getting an error message try the following steps:

  • From the 'Edit' menu select 'Reset Safari...'
  • Select (tick) the following boxes:
  • Select the 'Reset' button
  • Close Firefox
What is a browser add-on?

Add-ons are installable enhancements to a browser. Add-ons allow you to add or improve application features, use themes of your choice, and handle new types of content.

Adding features

Extensions are generally used to add functions to browsers. Examples of functions which an extension might add include RSS readers, bookmark organisers, toolbars, website-specific client programs, FTP, email, mouse gestures, proxy server switching, or developer tools.

Modifying how you view web pages

Many extensions can change the way content is displayed on a webpage. For example, Adblock extensions can prevent the browser from loading images that are advertisements.