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Support
If you are experiencing difficulties using Elders Online Client Services, please check the Frequently Asked Questions below for a possible answer.
If you cannot find the answer to your question in our Support section, please contact our Internet Customer Service line on 1300 655 688* between 9.00 am and 5.30 pm EST.
Please select from the following frequently asked questions:
- Can I print out my information?
- What happens if I forget my Client ID Number or PIN?
- How do I upgrade my browser?
- How can I find out my browser version?
- 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 by Elders Online Client Services. Please see the Demonstration for an example.
What happens if I forget my Client ID or PIN?
You need to contact Elders Customer Service Centre on 1300 655 688*. You will be asked some questions about the information your provided in your registration for security purposes.
How do I upgrade my browser?
To upgrade to the latest version of Microsoft Internet Explorer or Netscape Communicator, please click on the appropriate link below:
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How can I find out my browser version?
Please check our Browser Setup section to find out which browser you are currently using.
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. Please check our Browser Setup section to confirm.
Why do I get "timed out"?
For security reasons, if you are logged in to your 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 from the Elders site.
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 immediately contact the Elders Customer Service Centre 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 to Elders Online Client Services the server will send a digitally signed certificate which you can check for authenticity. To view the certificate when you are connected to Elders Online Client Services, you can double click on the closed lock icon visible in the status bar of your browser frame. It will look like the ones below, according to your browser type.
To view the certificate double click on the closed lock icon visible in the bottom left of your browser frame.
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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.
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