Rate this Article

How well did this article answer your question?



What do I do if I received the Sign On Error page?


If you have received the Sign On Error page, verify your browser security settings. At SunTrust Bank, we recommend that you set the security level to Medium for use during your Online Banking session. You can change the browser security setting back to what you were using previously, if desired.

To check your browser security setting level, go to Browser Support and then select the applicable link to the browser you use to access your SunTrust Online Banking account. Follow the instructions, and then try to sign on again.

For more information, go to How secure is Online Banking?

If it also possible that you may have incorrectly entered your User ID or Password. Please try to sign on again. If you still received the Sign On Error page, you can use the Forgot your User ID or Password feature to retrieve your User ID or reset your Password.

If after following the previous instructions above, you are still experiencing issues signing on, refer to the following information:

  • After 180 days of inactivity your account will be deactivated. To reactivate, you must sign up for Online Banking again.

  • Verify the browser security settings, which need to be set to Medium level or lower. If the browser security settings are set to High, the browser will not accept cookies and will not allow you to log in. You can change the browser security setting back to what you were using previously, if desired. For more information, go to How secure is Online Banking?

  • It is important to clear the browser cache, cookies, and history after each session of using SunTrust Online Banking. Usually, it is helpful to have this information stored on your computer—it can improve your Web browsing speed and also save you from having to enter the same information over and over. It is recommended to delete this information if, for example, you are using a public computer and do not want any of your personal information to be left behind. For more information, go to How do I clear my temporary Internet files in Internet Explorer?

  • If you have locked yourself out of Online Banking, please contact a SunTrust Representative at 1-800-382-3232.

From time to time, SunTrust performs maintenance on the online banking site. If the site is down for maintenance, a message will appear identifying that the site is down for maintenance, and the approximate time the site will be unavailable.