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Can't access my financial institution

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I haven't been able to do my online banking for about 9 months. I have to delete their cookies first. After that I can log on where I get a PIN. I enter the PIN and it will never work the first time. After the second PIN it asks if I want to save this device. After choosing that, logging off and immediately trying to log on again I have to go though all of those same steps.

The tech dept at my bank claims it's only Firefox and that it can't read their (your) encryption. I agreed with them that makes zero sense because I can always log on after jumping through enough hoops.

Is this something on your end or end my settings?

I haven't been able to do my online banking for about 9 months. I have to delete their cookies first. After that I can log on where I get a PIN. I enter the PIN and it will never work the first time. After the second PIN it asks if I want to save this device. After choosing that, logging off and immediately trying to log on again I have to go though all of those same steps. The tech dept at my bank claims it's only Firefox and that it can't read their (your) encryption. I agreed with them that makes zero sense because I can always log on after jumping through enough hoops. Is this something on your end or end my settings?

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When you are on a page, the Storage Inspector (Shift+F9) lists the cookies set by that server (and by other servers relevant to the context). You can use this tool to experiment with removing individual cookies selectively to see whether you can spot which one is causing the problem. That might not help us help you, but perhaps the bank's web team would have a clue about it.

One other thing: Firefox's "Total Cookie Protection" feature limits how sites can use "third party" or "cross-site" cookies, meaning cookies from different websites than the one you see in the address bar. Some banks pass you back and forth between URLs on different servers during login. In those cases, you might be able to submit a form successfully on one page and then the next page says you are not logged in. Frustrating!

You can test whether turning off Total Cookie Protection helps. The easiest way is to make a site exception this way:

  • While you are on a bank page, click the shield icon to the left of the lock icon in the address bar. On the drop-down, click the blue slider switch to toggle Tracking Protection off.
  • Repeat on other bank pages where you notice that the shield doesn't have a slash through it.

More info in the following articles:

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