If you are seeing this error when on the payment accounts page and you have entered a credit card:
"There was an error submitting your form. Please check the following:
- Account Type is a required field.
- Account Number is a required field.
- Routing Number is a required field.
- Your current session has timed out, please resubmit your request."
This is normally due to the settings within your internet browser. If your browser is set to block third-party cookies and/or cross-site tracking, this error will be produced and you will be unable to add a new Payment Account. We have seen this happen most with Google Chrome and Safari, but we have also seen it happen with the updated Microsoft Edge and even Mozilla Firefox browsers.
- PLEASE NOTE: Users must refresh the page after changing their browser settings for their new settings to take effect!
- PLEASE NOTE: We can assist users with adding Payment Accounts by guiding them over-the-phone or via screen-share, but we cannot add or type in Payment Account data for users.
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If you are using a suggested browser above, try clearing out your browser cookies and caches. Click here to learn more. If using a recommended browser, and still having difficulties after clearing cookies/cache, it may be caused by browser extensions or a VPN, try disabling extensions and/or disconnecting from a VPN.
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- Open the Settings app.
- Scroll down to the bottom and select Apps.
- All of the Apps are now organized by the first letter of the application. Scroll down to the S section and tap Safari. (You can also tap the S on the alphabet along the right side of the screen.)
- Navigate to the Privacy & Security section. Turn OFF Prevent Cross-Site Tracking.
- Scroll down and tap Advanced.
- Under Privacy in the Advanced menu, ensure that Block All Cookies is turned OFF.
- Go to the Settings app.
- Scroll down and select Chrome.
- Enable "Cross-Website Tracking".
- NOTE: A recent update for Chrome iOS prevents allowing Cross-Site Tracking from fully resolving the error. If the errors still persist, we recommended you use Apple Safari or Mozilla Firefox instead, after adjusting the settings for that browser.
- Open Chrome preferences click on Settings, then Show Advanced Settings.
- "Show Advanced Settings" may not appear in the Settings for Chrome installations on some MacBooks, like the Apple MacBook Air.
- Under Privacy, click on Content Settings.
- Make sure “Block third-party cookies and site data” is not checked.
- Click on Safari in the top left corner.
- Click Preferences from the drop down menu.
(This could also be listed as Settings instead of Preferences.) - Click on the Privacy tab.
- Uncheck "Prevent cross-site tracking" and "Block all cookies".
- In the Safari settings for some Macbooks, the only option may be to set Cookies to "Always Allow."
- Launch Microsoft Edge.
- Click Microsoft Edge in the menu bar and choose Settings.
- Go to Cookies and Site Permissions in the side menu.
- Select Manage and delete cookies and site data on the right.
- Toggle on Allow sites to save and read cookie data (recommended).
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- Visit the Settings page in Google Chrome via the three-button menu at the upper right of the Address Bar.
- Head to Privacy & Security settings, then to Third-Party Cookies.
- Click "Allow third-party cookies" and ensure "Send a 'Do Not Track' request" is deactivated.
- If you are part of the Tracking Protection group, visit the Tracking Protection section in the Privacy & Security settings instead. Once there, turn the "Block all third-party cookies" option off.
- Go to the Settings menu in the Chrome application (three vertical dots).
- Go to Privacy & Security.
- Go to Safe Browsing and select 'No Protection' (It is recommended to turn this back on after adding the payment account).
- Go to Do Not Track, and turn off.
For Mozilla Firefox on Macintosh Devices & Microsoft Windows Devices
- Filers will need to go to their Browser settings (three horizontal lines -> Settings). Click on the Privacy & Security option in the left hand side bar menu.
- For Enhanced Tracking Protection, set it to Custom. Uncheck the box next to Cookies, and ensure that the Tracking Content drop down is either unchecked or set to Only in Private Windows.
- Below this, ensure the Do Not Track signal is set to "Only When Firefox is set to block known trackers".
- Additional Tip: Clear cookies and cache from the Clear Data options below.
For Microsoft Edge (Microsoft Windows):
- Users will be alerted to the problem by a cookie symbol in the browser's Address Bar with a red circle containing an X. Hovering the mouse over this symbol will show a tooltip that reads "Third-party cookie blocking".
- Click the button with three horizontal buttons at the far right of the Address Bar, then select "Settings".
- Click on "Cookies and site permissions" in the left panel.
- Click on "Manage and delete cookies and site data" under Cookies and data stored in the right panel.
- Deselect "Block third-party cookies".
A Note About Apple Safari on Microsoft Windows Devices
Unfortunately, Apple no longer supports running Apple Safari on Microsoft Windows computers. The last version of Safari to run on Windows, Safari 5.1.7 released in 2010, is too outdated to support and was discontinued. Ergo, we do not offer support for Apple Safari on Microsoft Windows devices.
For more information, please refer to this article: "Update To the Latest Version of Safari"
If your browser is not listed above, please refer to your browser’s help pages.
Other Potential Causes:
If you are using a suggested browser above, try clearing out your browser cookies and caches. Click here to learn more.
Please Note: We can assist users with adding Payment Accounts by guiding them over-the-phone or via screen-share, but we cannot add or type in Payment Account data for users.