If you're having trouble logging in or accessing your iBanFirst account, start by checking that you have the correct access information. Then work through the steps below in order. They cover the most common causes of access issues, including browser compatibility, network settings, extensions, and saved browser data.
1. Check your access information
Before changing any browser or network settings, make sure you are using the correct iBanFirst login page and the email address linked to your account.
If you're expecting an account setup email, password reset link, or configuration email from iBanFirst:
Check your spam or junk folder. Some email providers automatically filter these emails.
Allow up to 10 minutes for delivery and wait before requesting a new email.
Note: password reset and activation links are only valid for 48 hours. If your link is no longer valid, request a new one.
If you still can't find the email after 10 minutes, contact our support team and we'll resend it.
2. Use a supported browser
First, check that you are using a compatible and up-to-date browser:
Google Chrome (recommended)
Microsoft Edge
Mozilla Firefox
Safari (macOS/iOS)
If you're using an older or unsupported browser, update it or switch to one of the options above before trying other troubleshooting steps.
3. Check your internet connection, VPN, or firewall
Check that your internet connection is working properly by opening another website. If you're accessing iBanFirst from a corporate network, your company's VPN or firewall may be blocking the platform.
Disconnect from your corporate VPN and try logging in again, or try another network if one is available.
If the issue persists, ask your IT team to check the firewall rules and allowlist the iBanFirst domain.
4. Disable browser extensions
Browser extensions, such as ad blockers, VPN plugins, or security tools, can block or disrupt the iBanFirst platform. Temporarily disable all extensions, then reload the page.
If the platform works with extensions disabled, re-enable them one by one to identify which one is causing the conflict.
5. Try private or incognito browsing
If the access link or login page is not working, try opening it in a private or incognito window. This avoids conflicts with saved sessions, cookies, and browser extensions.
Chrome / Edge: Ctrl + Shift + N (Windows) or Cmd + Shift + N (Mac)
Firefox: Ctrl + Shift + P (Windows) or Cmd + Shift + P (Mac)
Safari: Cmd + Shift + N
If the platform works in a private window, this usually indicates a conflict with saved cookies, cache, or extensions. Continue with step 6.
6. Clear your browser cookies and cache
Only use this step as a last resort. Clearing cookies and cache can remove saved sessions and website preferences, may affect quick links.. means you will need to enter your login details again. Avoid deleting saved passwords unless this is specifically necessary.
If possible, clear the data for the iBanFirst website only rather than all browsing data.
To clear browser data:
Chrome: Settings → Privacy and security → Clear browsing data → Select Cookies and other site data and Cached images and files → Clear data
Firefox: Settings → Privacy & Security → Clear Data → Check both options → Clear
Safari: Settings → Privacy → Manage Website Data → Remove All
Edge: Settings → Privacy, search and services → Clear browsing data → Choose what to clear
After clearing the data, close and reopen your browser, then try logging in again.
Still having issues?
If you've tried all the steps above and still can't log in, contact our support team with a description of the issue and, if possible, a screenshot of any error message you see.
You can also reach your Customer Success Manager (CSM) team directly at [email protected]. They're here to help.