Frequently Asked Questions
Need more help,check below for answers to the most common problems OCS users have.
If you cannot find the answer to your question in our Support section, please email us:
- Can I print out my information?
- What happens if I forget my Client ID Number or PIN?
- Do I need a high speed Internet connection?
- Do I need to download any software?
- Why do I get "timed out"?
- What happens if there is a new version of Elders Online Client Services?
- What happens if someone finds out my Client ID and PIN?
- How secure is my information given that I am accessing it via the Internet?
- How can I tell that the security methods used are working?
- When I did the encryption test my browser said it couldn't connect to the server.
Can I print out my information?
Yes - you can view and print out any information that is displayed. Please see the Demonstration for an example.
What happens if I forget my Client ID or PIN?
You need to call us 1300 655 688*. You will be asked some questions about the information your provided in your registration for security purposes.
Do I need a high speed Internet connection?
No - the system has been designed to perform well using lower speed (bandwidth) connections.
Do I need to download any software?
No - if you are using a recent browser version that is capable of running 128 bit encryption you will not need to download any software.
Why do I get "timed out"?
For security reasons, if you are logged in to Online Client Services and do not press any keys or click any links for 15 minutes, your session will be terminated. If this happens, you will need to log in again.
What happens if there is a new version of Elders Online Client Services?
If any new developments are made to the Elders Online Client Services you will be notified by email. Any information that you may need for upgrading to meet the requirements of the new software will be sent to you at this time.
What happens if someone finds out my Client ID and PIN?
You should contact our Helpline on 1300 655 688*.
How secure is my information given that I am accessing it via the Internet?
All data transmitted via the Internet is protected by data encryption which meets the world's best practice for financial services. Our use of digital certificates also guards against anyone impersonating us.
How can I tell that the security methods used are working?
Every time you connect the server will send a digitally signed certificate which you can check for authenticity. To view the certificate when you are connected, you can double click on the closed lock icon visible in the status bar of your browser frame.
Check the following certificate properties:
The Subject field: Elders and the Issuer should refer to Verisign.
When I did the encryption test my browser said it couldn't connect to the server.
If you don't have a browser capable of using 128 bit encryption you will need to upgrade your browser to a more recent version.
If you do have a capable browser, please check that SSL 3.0 is enabled.
If you connect to the Web through a Web proxy, You may need to change your proxy settings. Please ask your System Administrator/Internet Service Provider for more information.
*Local call cost, may be higher for mobile and pay phones.
