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Licensed dealer and Financial Adviser   CPFIS Registered Investment Administrator
fundsupermart.com
 
FAQ

26. Troubleshooting and Enquiries
1) How can I rectify my account opening information that are filled in incorrectly as I realized that I'm now unable to resubmit due duplication of my NRIC number.
2) Having Problems With Account Login?
3) I encounter problems when I try to log in. What should I do?
4) What if I tried repeating the login process and I still fail to login after several times?
5) Whom do I contact if I need help?
6) What is the most compatible Java version with chart center now?

Q: How can I rectify my account opening information that are filled in incorrectly as I realized that I'm now unable to resubmit due duplication of my NRIC number.

A: As your NRIC is the unique identifier in our system, we can only allow you to register once with it. Please kindly email us at clienthelp@fundsupermart.com to request for the application form.
 
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Q: Having Problems With Account Login?

A: For users on Microsoft Internet Explorer 6.0 and above

For users on Microsoft Internet Explorer 6.0 and above who may have encountered problems accessing our website, please set your Internet Explorer (version 6.0+ and 7.0+) to either one of the following configurations to rectify the problem:

Configuration One

1) On the Tools menu, click Internet Options.
2) On the Advanced tab, under Security, make sure that the following check boxes are “checked”:

  • Use SSL 2.0
  • Use SSL 3.0
  • Use TLS 1.0
    3) Click Apply, and then click OK.

    Configuration Two

    1) On the Tools menu, click Internet Options.
    2) On the Advanced tab, under Security, make sure that the following check boxes are “checked”:

  • Use SSL 2.0
  • Use SSL 3.0
    3)On the Advanced tab, under Security, make sure that the following check box is “unchecked”:
  • Use TLS 1.0

    4) Click Apply, and then click OK.

    Configuration Three

    1) On the Tools menu, click Internet Options.
    2) On the Advanced tab, under Security, make sure that the following check boxes is checked”:

  • Use SSL 3.0
    3) On the Advanced tab, under Security, make sure that the following check boxes are "unchecked”:
  • Use SSL 2.0
  • Use TLS 1.0
    4) Click Apply, and then click OK.

    For Mozilla Firefox Users

    For users on Mozilla Firefox who may have encountered problems accessing our website, please set your browser to the following configurations to rectify the problem:

    1) On the Tools menu, click Options.
    2) On the Advanced tab, under Encryption, make sure that the following check boxes are “checked”:

  • Use SSL 3.0
  • Use TLS 1.0
    3) Click OK
    		•
     
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    Q: I encounter problems when I try to log in. What should I do?

    A: If you see the pop-up message: "Please wait for the applet to load", do wait for a while for the applet to load completely.

    You should be able to see a message "Applet started" or "Done" indicated on the left side of the status bar (at the bottom of the web page) if the loading of the applet has been completed.

    If you encounter problems when the applet is loading, please close the browser and try to login again.
     
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    Q: What if I tried repeating the login process and I still fail to login after several times?

    A: If the system is stalled at "Please wait for the applet to load" on the login page, please check your system configuration for the following:

    First level troubleshooting (applicable to Internet Explorer users)

    1) Ensure that you are using the recommended browser: Internet Explorer 5.5 & above.

    2) If Java Virtual Machine is not installed in your browser, please install the Java Virtual Machine in order to log into your investment account. You may install Java Virtual Machine through Java homepage

    3) If the Java Virtual Machine has been installed, please check the following Java setting:

    i) Check that the latest version of Java Virtual Machine is installed for your browser.
    Steps to check: click on START -> choose CONTROL PANEL -> double click on JAVA -> GENERAL tab -> click on ABOUT

    ii) Check that Java and Javascript are activated on your browser.

    For example, if you are using Java version JRE 1.5.0
    Steps to check Java: On the TOOLS menu -> click INTERNET OPTIONS -> on the ADVANCE tab -> under Java (Sun), you need to tick the checkbox Use JRE 1.5.0_06 for "applet"(requires restart)

    Steps to check JavaScript: On the TOOLS menu -> click INTERNET OPTIONS -> on the SECURITY tab -> click on CUSTOM LEVEL -> Scroll down to ensure the “Scripting of Java applets” has been set to “Enable”.

    4) Close your browser and open a new browser before trying to login again. Some of the computers may require users to restart before trying to login again.

    First level troubleshooting (applicable to Mozilla Firefox users)

    1) Ensure that you are using the recommended browser: Mozilla Firefox version 2 or 3

    2) If Java Virtual Machine is not installed in your browser, please install the Java Virtual Machine in order to log into your investment account. You may install Java Virtual Machine through Java homepage

    3) If the Java Virtual Machine has been installed, please check the following Java setting:

    i) Check that the latest version of Java Virtual Machine is installed for your browser. Steps to check: click on START -> choose CONTROL PANEL -> double click on JAVA -> GENERAL tab -> click on ABOUT

    ii) Check that Java and Javascript are activated on your browser.

    For example, if you are using Java version JRE 1.5.0
    Steps to check Java: On the TOOLS menu -> click OPTIONS -> on the CONTENT tab, please tick the checkbox Enable JavaScript and Enable Java

    4) Close your browser and open a new browser before trying to login again. Some of the computers may require users to restart before trying to login again.

    Second level troubleshooting

    If you still fail to login after trying the First level troubleshooting, please check that you do not have multiple versions of Java Virtual Machine installed at the same time. You are advised to uninstall all the Java software stored in your computer. After that, download and install a new Java software via Java homepage
     
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    Q: Whom do I contact if I need help?

    A: You may email your queries to clienthelp@fundsupermart.com

    For telephone assistance, you may call our client services at 6557 2853 from 9am to 6pm on Monday to Friday(excluding Saturday, Sunday and public holidays).
     
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    Q: What is the most compatible Java version with chart center now?

    A: The most compatible Java version is Java 6.

    Note: Java 7 is not compatible with the chart center now.

     
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    For further assistance, call our helpline at 6557 2853 from 9am to 6pm on Mondays to Fridays (excluding weekends & public holidays).