Hellenic Bank Service Line is trained to provide you with on-line assistance in overcoming problems related to the general use and functionality of Net Banking as well as to provide general instructions of how to upgrade your computer to the System's minimum requirements.

Queries related to the general use and settings of a computer's operating system or technical queries relating to your Internet or Network connection is not the responsibility of Hellenic Bank Service Line. If you are not fully aware of the basic use of your computer, we strongly suggest that a professional or the administrator of your Network should be informed and address the problem.

Hellenic Bank however, bears no responsibility for any activities performed on your computer such as downloading and installing of software from third party sites or changes in your computer settings or for any difficulties/problems that may occur during these activities.

Below please find answers to the most common cases of problems accessing Net Banking to provide you with enough information to address such possible problems.

Hellenic Net Banking Service supports Microsoft Internet Explorer 5.5+ and Netscape 6+ Browsers with 128-bit Data Encryption as well as Netscape communicator 4.72+ and Netscape Navigator 6+ with 128-bit Data Encryption for Macintosh users.

Difficulties may be experienced however if using previous versions Browsers or new versions that have not yet been tested to ensure compatibility with our Service.

If you are not sure of the version of browser and level of Security installed on your computer, we recommend that you check them following the instructions below, before trying to connect to Hellenic Net Banking or contact Hellenic Bank Service Line for on-line assistance on this subject.

For Windows and Microsoft Internet Explorers, the version of browser and level of Security are shown in the Help menu located on the upper area of your screen, under the option "About Internet Explorer". The Version of the browser should be at least 5.5 or higher and the"Cipher Strength" should be 128-bit.

For Windows and Netscape browsers, the information is shown in the Help menu, under "About Netscape". The Version of the browser is shown on the upper area of the new window opened and should be at least 6.0 or higher and the"Cipher Strength" shown in the middle of the same window should be 128-bit.

For the Mac users, this information is shown under the Apple icon. In the section marked "RSA Encryption", a sentence in bold describes either "US" or "International" security. The US refers to 128-bit and International to 40-bit or 56-bit encryption.

If you are not fully aware of the basic use of your computer, we strongly suggest that a professional or the administrator of your Network should be informed for this upgrade.

Hellenic Bank, bears no responsibility for any activities performed on your computer such as downloading and installing of software from third party sites or changes in your computer settings or for any difficulties/problems that may occur during these activities.

Depending on the operating system and browser installed on your computer, please follow the instructions below or contact Hellenic Bank Service Line for on-line assistance on this subject.

Windows operating System:

Microsoft Internet Explorer - Downloading Browser/128-bit

Go to the Official Microsoft Site: www.microsoft.com/windows/ie/downloads/default.asp

Read the information presented and select the required software to download.

Follow the Microsoft's instructions on screen and install the software.

If your browser meets our suggested requirements but the Level of Security is less than 128-bit, you can download only the Security level located in the 'Recommended Updates' section of the above Microsoft link and under the option: 'Internet High Encryption pack'. Select the appropriate file according to your computer operating system and browser installed on your computer and follow the instructions on screen.

Netscape - Downloading browser/128-bit

Go to the Official Netscape Site: wp.netscape.com/download/archive.html

Select the appropriate 128-bit browser software (128-bit Strong Encryption)

Carefully read the restrictions the U.S. government places on export of 128-bit encrypted software. Complete the forms, and follow the instructions.

Follow the Netscape's instructions on screen and install the software.

Macintosh

Microsoft Internet Explorer - Downloading Browser/128-bit

Go to the Official Microsoft Site: www.microsoft.com/windows/mac/downloads/security.asp

Read the information presented and select the required software to download. Follow the Microsoft's instructions on screen and install the software.

Netscape - Downloading browser/128-bit

Go to the Official Netscape Site: wp.netscape.com/download/archive.html

Select the appropriate 128-bit browser software (128-bit Strong Encryption)

Carefully read the restrictions the U.S. government places on export of 128-bit encrypted software. Complete the forms, and follow the instructions.

Follow the Netscape's instructions on screen and install the software.

Web browsers can be configured differently from computer to computer. For example the display of text and hyperlink text, the appearance of tables and graphics and the amount of available 'screen real estate' to view your financial information are all dependent on settings within your Web browser and/or your operating system and hardware.

If you are receiving error messages, experiencing technical problems, or having difficulty with your browser settings, there is a wealth of information available on your Web browser's home page.

On the Netscape and Internet Explorer home pages, there are articles, technical support areas, FAQ's, and newsgroup information to help determine the nature of, and solution for your browser-related problems. You can also access on-line help, or you can call a customer service representative in the Technical Support area. The assistance and technical support pages on the browser sites are updated frequently to address new bugs or settings problems.

If you are having trouble reading aspects of our web site, it may be because you have selected an unusual font within your Web browser software. We suggest that you change your font to 'Courier New' 12-point to format Net Banking text for easier viewing. This font will then display on most Web sites you visit, including Net Banking.

We recommend that you amend your PC's color settings to a minimum of 256 colors to produce a clearer display of Web pages. Check your PC operating system's 'Help' function for details on how to set display colour settings.

If you are using Netscape Navigator you may have this warning box appear. This is known to happen in Netscape Navigator. The solution to this is to just click Continue button or upgrade to a newer version of Netscape or Internet Explorer.

This problem is related to the version of browser and level of Security installed on your computer as described earlier in this document. If the level of security installed on your computer is less than 128-bit, it means that your browser cannot access secure sites and with 128-bit Data Encryption over the Internet.

The proxy settings of your connection to the Internet, the possible existence of firewall or antivirus protection software are also important and should be carefully examined.

In any case, we strongly suggest that if you are not fully aware of the basic use of your computer, a professional or the administrator of your Network should be informed and address this problem.

Hellenic Bank bears no responsibility for any activities performed on your computer such as downloading and installing of software from third party sites or changes in your computer settings or for any difficulties/problems that may occur during these activities.

To overcome this problem, please follow the instructions given in 1.2. and 1.3. questions earlier in this document or contact Hellenic Bank Service Line for on-line assistance.

The instructions below will assist you to overcome the problem in the case of incompatible browser settings that may restrict you from accessing secure sites over the Internet.

- Delete the temporary Internet files from your computer:

Microsoft Browser: Tools/Internet options/delete files
Netscape Browser: Edit/Preferences/advanced/cache/clear memory and disk cache

- Disable the "memorise password" function or "Auto complete" option in your Internet Explorer Browser:

Microsoft Browser: Tools/Internet Options/Content/Auto complete
Uncheck the box: User Name & Passwords on forms and press the ‘Clear Passwords’ button.

Netscape Browser : Edit/Preferences/Privacy & Security/Passwords
Uncheck the box: Remember Passwords and press the ‘Manage Stored Passwords’. If the site of Net Banking and your Subscriber ID are reported here, press ‘remove’.

- Use the correct Proxy settings in your Internet Explorer Browser depending on the type of connection to the Internet in order to have access to secured (128 Bit) sites:

For Dial-up connection:
Microsoft Browser: Tools/Internet Options/connections/settings
Check the box to use a proxy server and press advanced. The correct proxy address should be placed in these fields according to your Internet provider (ISP) instructions. In some cases, the box 'Use the same proxy server for all protocols', should be checked as well.

Netscape Browser: Edit/Preferences/Advanced/Proxies
Check the box to use manual proxy configuration. The correct proxy address should be placed in these fields according to your Internet provider (ISP) instructions.

For Network connection (LAN Settings):
The same rules for the configuration of the proxy settings should be used here just like in the dial-up connection. We recommend though that your Network administrator should be advised first.

- Ensure that your Internet Explorer Browser allows cookies.

Even if the version of browser and level of Security installed on your computer meet the System's requirements, there is the possibility of incompatible browser settings that may restrict you from accessing Net Banking.

To overcome this problem, please check your browser settings as described in the previous question 1.9.

If the problem persists, please contact our Customers Service Line Tel: 8000 9999 (local) +357 22743843 (International) for further information and assistance.