Technical User Tips

Technical User Tips

• Browser Requirements for Online Banking
• Signing-In for the First Time
• Information Security
• Disabling Memorized Password Function or Auto-Complete
• Common Sign-In Error Messages
• Clearing your Cache
• Enabling Per Session Cookies
• International Toll-Free Service

Browser Requirements for Online Banking

RBC Royal Bank Online Banking will work with the following browsers:

• Internet Explorer 6.x and 7.x (Windows)
• Firefox 1.x, 1.5.x and 2.x (Windows, Mac, Linux)
• Safari 1.x and 2.x (Mac)
• Camino 1.x (Mac)
• Opera 9.0 and 8.5x (Windows)

If you are not sure what type of browser you have, you may test its compatibility by using our browser test.

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Signing-In for the First Time

• Once you are on the royalbank.com home page, please click on: "Sign-In For Online Banking" in the left hand column of the page.
• Place your cursor in the Client Card box after the 4519 and type in the remaining 12 digits of your client card number (no spaces between the numbers).
• In the Password box, please type in the temporary password provided to you by a RBC Royal Bank Representative, then click "Sign-In".
• You will then be prompted to create a permanent password. The new password must be between 8 and 32 characters (no spaces). You will be asked to type it in twice and then click "OK".
• Once you have clicked OK you will be on the Balances screen.
• Please note: once you create your new password, you must use this new password the next time you sign in. The temporary password you were provided was for first time use only.

Please do not bookmark the "Sign-In" page as the location could change. Instead, bookmark royalbank.com and follow the "Sign-In" link.

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Information Security

RBC Royal Bank Financial Group members have gone to great lengths to ensure your confidentiality and security. We use several layers of robust security methods including encryption, firewalls and timed log-outs among others to ensure the confidentiality of your personal and financial information.

Here are some additional steps that you as a user can take to ensure that you are safeguarding your information:

• Never share your Online Banking password with anyone.
• If you are using Internet Explorer 5+, Netscape 6+ or AOL 5+, ensure that the "memorize password function" or "auto-complete" is disabled. For information on how to disable this function please see below.
• Never walk away from your computer without properly signing out from Online Banking and closing your browser.
• If you are using a computer other than your own, always end your banking session and close the browser.

For more information on security please visit our Security site.

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Disabling Memorized Password Function or Auto-Complete

If your client card number automatically appears on the "Sign-In" page, we recommend that you disable the auto complete function to protect your information.

In Internet Explorer 5 or higher:

• Select "Tools" from the menu bar
• Select "Internet Options" and then "Content tab"
• Select "Auto complete" and remove the checkmarks from the "User names and passwords" section
• Select "Clear forms" and then "Clear passwords"

In AOL 5 or 6:

• Go to "My AOL"(v.5) or "Settings" (v.6) depending on the version of AOL that you are using
• Select "Preferences"
• Click on "WWW" to open the window similar to Internet Explorer 5.
• Go to the "content" tab and click on "Clear passwords" to clean out the preset passwords

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Common Sign-In Error Messages

Is the Sign-In page bookmarked?
From time to time it is necessary to change the location of the Sign-In page. If this is done, your bookmark will not function properly. This bookmark will override anything you try within the site. Even if you click sign-in and do not use the bookmark, you could still encounter problems. The best thing to do is remove the bookmark entirely and then sign-in.

Are you connecting from a network or from work?
Permissions for a network are set by your network administrator, which may not allow you to connect to secure sites. You will not be able to sign in if this is the case. Please contact your network administrator.

The encryption level of your browser may not be adequate for Online Banking.
The encryption within your browser may have been deactivated or may be inadequate. The easiest way to verify your encryption level is to complete the browser test located in our security section.

Have you ever viewed your accounts Online before?

• If not, you'll need to enrol in Online Banking. Follow the "Enrol Now" link to get your temporary password.

Have you entered your client card number correctly and in the proper place?

• Are you typing in the 4519 in the client card box?
• Are you including any spaces or dashes?

Are you using the correct client card?

• Some clients will mistakenly use a family member's client card number. A family member's client card will have a unique password and number, to be used by that family member.

Did you forget your Password?

• In order to protect our customers' account security, access to Online Banking will be automatically blocked once multiple attempts to log in are made with an incorrect password.
• If you forget your password, or inadvertently have your access to Online Banking blocked, please click the "Forgot Password?" button and follow the steps to have a new Online Banking password created.
• If you are unable to get a new password through the "Forgot Password?" button, please call our RBC Royal Bank Customer Support at 1 800 769-2555 and a representative will issue you a temporary password. To further protect you, temporary passwords issued over the phone are followed up with an Activation Code that is sent to you through the mail. Some functionality will be limited until you receive and input the code.

Are you trying to access Online Banking from home or work?

• Some networks have firewalls and proxy servers that will not allow access to secure sites. You may need to check with your System Administrator.

Is your browser compatible with Online Banking?

• Some browsers are not compatible with Online Banking.
• NetScape 6.0 is incompatible with Online Banking, however previous versions of NetScape should be fine.
• Click here to find out more information on Browsers.

Is your browser saving your password?

• If so, please disable this function. To disable this feature, please click here.

Are you bookmarking the Sign In page?

• If so, please remove this bookmark and instead bookmark the homepage of www.rbcroyalbank.com.

Have you cleared your Cache Memory or Temporary Internet Files lately?

• If so, you may want to clear your cache again from outside the www.rbcroyalbank.com Web site.
• If not, please clear your cache memory from your browser. To find out how, click here.

Have you cleared your Cookies and History lately?

• If so, you may want to try it again.
• If not, you may want to delete all your cookies and clear your history as well.

Check your computer's date to make sure it is correct. And finally, always make sure that you are using a browser with 128 bit encryption. Click here to use our browser test to find out your browser's encryption level.

If you continue to have difficulties signing in, please call our Online Services Technical Support at 1 800 769-2555.

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Clearing your Cache

If you are using Netscape:

• From the "Edit" menu, select "Preferences".
• Double-click on the "Advanced" Category until the Cache, Proxies, and Disk Space sub-categories are displayed.
• Click on the "Cache" sub-category.
• Click on the "Clear Memory Cache" and then click on "OK" to remove all the files currently in your memory cache.
• Click on the "Clear Disk Cache" button and then click on "OK" to remove all the files currently in your disk cache.
• Click on "OK" to return to your browser.

If you are using a Mac and Netscape:

• Launch your Browser
• Select "Edit" and then "Preferences"
• Under the heading "Advanced" select "Cache". If you do not see any submenus under Advanced, click on the small triangle next to the word Advanced.
• On the right hand side, under the title Cache, click the box "Clear Disk Cache Now".
• A pop up box will ask if you wish to continue. Click on "OK"

If you are using Internet Explorer:

Internet Explorer 4.x

• Click on "View", and then "Internet Options".
• Under the "General" tab, look for the "Temporary Internet Files" section.
• Click on the "Delete Files" button, and then click on "OK".

Internet Explorer 5.x

• Click on "Tools", and then "Internet Options".
• Under the "General" tab, look for the "Temporary Internet Files" section.
• Click on the "Delete Files" button, and then click on "OK".

If you are using a Mac and Internet Explorer:

• Launch your browser and select "Edit".
• Select "Preferences"
• In the pop up box that appears, under the heading "Web Browser", select "Advanced".
• If you do not see any submenus under the heading "Web Browser", click on the small triangle next to the words "Web Browser".
• On the right hand side, under the title Cache, click the box "Empty Now".

If you are using AOL:

• Click on "My AOL" in the top toolbar.
• Click on "Preferences".
• Click on the "www" icon.
• Now under "Temporary Internet Files" click on "Delete Files" (Same as for IE)

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Enabling Per Session Cookies

Per session cookies expire and are deleted once you have ended your online session thus reducing the amount of disk space required. Currently this feature is only available on the newest versions of browsers.

Internet Explorer (v5.0 and up):

• From your browser's tool bar, click on "Tools" and select Internet Options.
• Select the Security tab and click on the button "Custom Level"
• Scroll down until you see "cookies" and click on "next" to "enable per-session cookies"
• Click on "OK"
• Click on "Apply"
• Now close and reopen your browser for the new setting to be saved.

Netscape (v4.7 and up):

• From your browser's tool bar, click on "Edit" and select "Preferences"
• From the category box, click on the word "Advanced"
• On the right hand side, click on "next" to "Accept only cookies that are sent back to the originating server"
• Click on "OK"
• Close and reopen your browser for the new setting to be saved.

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International Toll-Free Service

Global Toll-Free Numbers:

Telephone Banking     +8000-769-2511
Online Banking            +8000-769-2555

These Global Toll-Free numbers are accessible from 21 countries outside of North America.
See chart below for participating countries and corresponding International Access Codes.

From other countries please call +1 506 864 1555.
Clients can contact their Telephone Directory system or an International Operator to obtain the International Access Code or other unique dialling codes that may apply in that country.

**Please note for Finland, Japan, and South Korea the International Access Code depends on the telephone service provider.

Customers calling from outside North America and who are not in one of the participating countries, please contact us collect at:

Telephone Banking: +1 506 864 1555
Online Banking:       +1 506 864 1555

^®1 Microsoft is either a registered trademark or trademark of Microsoft Corporation in the United States and/or other countries.