Online Troubleshooting

(Last update: 11/20/2013)

How do I set my browser to accept cookies?

Cookies are pieces of data given to the browser on your computer. This piece of data is sent back to the server each time you access a new page. 

The purpose of enabling cookies is to help Web sites identify returning users to provide them with customized pages. You will not be able to access any secured pages if you set your privacy setting to Block All Cookies. Follow the steps below to enable the cookies: 

Internet Explorer 8.x, 9.x and 10.x for Windows

  1. At the top of your browser click Tools, then Internet Options
  2. Click on the Privacy tab.
  3. Click the Advanced button.
  4. Place a checkmark in Override automatic cookie handling.
  5. Place a checkmark in Always allow session cookies then click OK.
  6. Click the Edit button and verify if Wells Fargo is in your "Managed Web sites list". (If you are using Windows XP with SP2 or Windows Vista or IE9 with Windows 7, click on the Sites button instead of Edit.) If Wells Fargo is in the list, highlight it and click remove. Then click OK.
  7. Click OK to close the Internet Options window.
 Safari for Macintosh OS X

  1. At the top of your browser, click on Safari on the top left corner, then Preferences.
  2. In Preferences, click on the Security icon.
  3. In the Accept Cookies section, select Always
  4. Close the Preferences window.


Safari for Windows

  1. At the top of your browser, click on Edit on the top left corner, then Preferences.
  2. In Preferences, click on the Security icon.
  3. In the Accept Cookies section, select Always.
  4. Close the Preferences window.


Firefox 10 for Windows

  1. At the top of your browser click the Firefox menu, then Options.
  2. Click on the Privacy icon on the top of the window.
  3. In the History section, for the Firefox will: dropdown, select Use custom settings for history.
  4. Check the box Accept Cookies from sites.
  5. Check the box Accept third-party cookies.
  6. For the Keep until dropdown menu, select they expire
  7. Click on Show Cookies.
  8. If Wells Fargo is listed, highlight it and click Remove Cookies, then Close.
  9. Click OK on the Options window to close it. 


Google Chrome

  1. Click the menu icon on the browser toolbar.
  2. Select Options (Preferences on Mac and Linux; Settings on a Chromebook.)
  3. Click Content settings in the “Advanced” section.
  4. Click the Cookies tab in the Content Settings dialog that appears.

How do I download and install a new browser?

Before you download a new browser, please make sure that your operating system and the new browser meet the minimum Wells Fargo hardware and software requirements. We also provide simple instructions on how to download and install supported browsers.

Why does a link not work?

If you click on a link that does not work, the reason may be that you are blocking pop-up windows. To open this link, you can either disable your pop-up blocker or hold the CTRL key while clicking on the link.

  • For Windows XP users using Internet Explorer, you may see an information bar appear below the address bar on your browser notifying you that a pop-up window has been blocked. Click on this information bar and choose "temporarily allow pop-ups", then click the link again to open the pop-up window. You can also choose "Always allow pop-ups from this site". Enter *.wellsfargo.com (don't forget to include the *) to the Address of Web site to allow box, then click Add.
  • The only pop-ups we use on our site are user-initiated pop-ups — we will never display a pop-up window you haven't requested by clicking on a link. To learn more about pop-up windows, read our pop-up windows questions.

Another reason a link may not work is that you have JavaScript disabled. This may be something you did manually, or it may be because you set your browser security settings to high.

Why am I getting an exceptionally slow response?

This problem is evident when a page takes a long time to load, or your connection times out. This problem can affect any customer. Try clearing your cache: 


To clear your cache on Internet Explorer 9.x, 10.x:

  1. Select Tools>Safety>Delete browsing history… 
  2. If checked, uncheck Preserve Favorites website data
  3. Check the following: Temporarily Internet Files and Cookies.
  4. Select Delete.


To clear your cache on Internet Explorer 8.x:

  1. Select Tools, and select Delete Browsing History.
  2. If checked, uncheck Preserve Favorites website data.
  3. Check the following: Temporarily Internet Files and Cookies
  4. Select Delete.
  5. Click OK to close Internet Options dialog box.


To clear your cache on Internet Explorer 7.x:

  1. Select Tools, and select Delete Browsing History.
  2. Click Delete files.
  3. Click Delete cookies.
  4. Click Close to close Delete Browsing History dialog box.


To clear your cache on Firefox:

  1. At the top of the Firefox window, click on the Firefox button and then select Options.
  2. Select the Advanced icon.
  3. Click on the Network tab.
  4. In the Cached Web Content section, click Clear Now.
  5. Click OK to close the Options window.


To clear your cache on Safari:

  1. Select History.
  2. Select Clear History.
  3. Click Clear History to close dialog box.


To clear your cache on Google Chrome:

  1. Click the menu icon on the browser toolbar.
  2. Select Settings.
  3. Select Clear Cache.
Common Error Messages

"Your Wells Fargo Online® session is no longer active. Please sign on again."

Most commonly, this error message occurs when, for security reasons, your Wells Fargo Online session is automatically logged off after ten minutes of inactivity.

This can often happen when scheduling multiple bill payments online. If you receive this message before you have completed scheduling bill payments, follow these steps: 

  1. Sign on again to Wells Fargo Online.
  2. Select Bill Pay, then Pending Payments.
  3. Verify in Pending Payments which of your bill payment requests you have successfully scheduled.
  4. Select Schedule Payments.
  5. Schedule the payments that you did not schedule. Only schedule as many payments as you can complete in ten minutes. It is helpful to have all of your billing information such as amount, send date, and payment frequency available before you begin.  

"Attempt to load HTTPS://… failed"

Most commonly this error message occurs when you are using a browser with insufficient encryption.

"Browser cannot open site"

There are many possible causes for this error message. Here are the most common causes:

  • Wells Fargo is listed as a restricted site in your browser
  • Or you need to clear the cache, or temporary files, used by your browser


To remove Wells Fargo as a restricted site:

  1. Open Internet Explorer. 
  2. Click on Tools from the menu bar and then select Internet Options.
  3. Click on the Security tab at the top of the Internet Options window.
  4. Select Restricted Sites and then click on Sites... button.
  5. If wellsfargo.com appears in the "Web sites:" field, highlight the address and then click on the Remove button. 
  6. Click OK.


We suggest that, after following these steps, you clear out your Temporary Internet Files (cache) and then restart your computer before attempting to sign on to view your account information:


To clear your cache on Internet Explorer 9.x, 10.x:

  1. Select Tools>Safety>Delete browsing history…
  2. If checked, uncheck Preserve Favorites website data
  3. Check the following: Temporarily Internet Files and Cookies.
  4. Select Delete.


To clear your cache on Internet Explorer 8.x
:

  1. Select Tools, and select Delete Browsing History.
  2. If checked, uncheck Preserve Favorites website data.
  3. Check the following: Temporarily Internet Files and Cookies
  4. Select Delete.
  5. Click OK to close Internet Options dialog box.



To clear your cache on Firefox:

  1. At the top of the Firefox window, click on the Firefox button and then select Options.
  2. Select the Advanced icon. Click on the Network tab.
  3. In the Cached Web Content section, click Clear Now.
  4. Click OK to close the Options window.


To clear your cache on Safari

  1. Select History.
  2. Select Clear History.
  3. Click Clear to close dialog box.


To clear your cache on Google Chrome:

  1. Click the menu icon on the browser toolbar.
  2. Select Settings.

"Page cannot be displayed"

You may get this message because of the settings on your personal computer. To change your settings:

  1. Click Start, point to Settings, click Control Panel, and then double-click Internet Options.
  2. Click the Advanced tab.
  3. Under Security, make sure the following are check-marked:
         PCT 1.0 (Only for Internet Explorer 5.0 and 5.5, not in 6.0)
         Use TLS 1.0 (Only for Internet Explorer 5.5 and 6.0)
         Use SSL 2.0 (Only for Internet Explorer 5.5, 6.0, 7.0 and 8.0)
         Use SSL 3.0
  4. Click OK.
  5. Shut down and restart your personal computer before signing on to Wells Fargo Online® again.

"Certificate for this server has expired"

If you get this message when you attempt to access Wells Fargo Online®, you may need to correct the clock setting on your computer. Follow these instructions below.


For Windows:

  1. Click on Start.
  2. Choose Settings.
  3. Click on Control Panel.
  4. Double click on Date/Time icon.
  5. Correct the date and time.
  6. Click OK.


For Macintosh:

  1. Click on the Apple icon. A drop-down menu will appear.
  2. Select Control Panels (or System Preference for Mac OS 10.X).
  3. Select Date & Time.
  4. Correct the date and time.

"Cannot locate a privacy policy for (url:_). To view this site's privacy policy, contact the Web site directly."

This message occurs because our site does not yet have a condensed computer readable privacy statement that the MSIE 7 browser is searching for. 

You can view our privacy policy here.