Frequently Asked Questions
How do I prevent Identity Theft?
- Never give out your personal information over the phone unless you have initiated the call and completely trust the caller. This includes bank account numbers, PINs, your Corporate ID etc.
- Always question the identity of people/companies that initiate contact with you - via email, mail, telephone or even in person—remember, ID cards, letterheads and business cards can easily be counterfeited.
- Safeguard bank statements, utility bills and other documents that, potentially, contain sensitive information. Do not simply throw these in the recycling bin—shred them when you no longer require them. Never leave your personal information unattended or out in the open.
- Reconcile bank accounts regularly. Challenge unauthorized transactions immediately.
Am I the only person who can access my account?
The only way anyone can access your account is by supplying correct login credentials to our online banking website. This is why it is crucial to not let anyone else know these details! If you think someone may know any of your security details, please call our Customer Service at on (+356) 2557 4444 or contact your Relationship Manager.
How do I protect my computer?
- Keep your computer up to date – ensure your operating system, web browser, and applications have the most current updates. Enable automatic security updates.
- Anti-virus programme - Use a quality anti-virus program, and ensure that you receive regular updates for your virus definition files.
- Public computers - Avoid accessing online banking from public or shared computers, e.g. Internet cafés, libraries, and hotels. Use of shared computers substantially increases risk of possible account compromise.
- Internet browser - Make sure you have a current version of your Internet browser installed.
- Log-off and close the browser window - Do not leave your computer unattended. Always log out of our online banking and close your browser if you step away from the computer.
What are computer viruses, spyware?
Viruses, malware (short for malicious software), and spyware are computer programs that are designed to gather information, or gain unauthorized access to computer systems. It may be disguised as genuine software.
Fraudsters use spyware to steal the logon credentials. This may enable the fraudster to log into the customer’s account. Spyware is often designed to monitor users' web browsing, and it may be capable to record the keystrokes entered on the PC. It may then be able to transmit a record of those keystrokes to the criminal controlling the malware over the Internet. Spyware can be surreptitiously installed by visiting an infected website, or by opening an infected email attachment.
Good security measures that would stop most spyware from infecting your PC are:
- Enable the option of receiving automatic security updates in your operating system.
- Keep your browser and browser plug-ins (such as Java and Flash) updated.
- Have antivirus software that updates its signatures daily via the Internet.
How can I recognize a “phishing” or Identity Theft email?
The most prevalent “phishing” attacks have the following in common:
- A criminal sends thousands of emails to customers. These emails appear to come from the Bank.
- It urges you to update some information on a fraudulent website that mimics our online banking website.
- On the fraudulent website, you will be asked to provide sensitive account information.
Phishing attempts trick you into thinking that you are providing information to a bank when, in fact, you are giving it to a criminal. Here are a few signs that an email message you have received is a “phishing” attempt:
- Have urgent or time-sensitive message requesting you to act immediately, or suggests dire consequences if you do not. Scam artists are hoping to get you to react quickly before the fraud is detected.
- Requests that you verify your information, and provides a link for you to do so. The link will take you to the scam artists' fake website in the hope that you disclosure your personal information.
I am concerned about phishing. Should I use online banking?
It is important to note that a phishing attack does not involve a breach of our security systems. Instead of breaching the security of banking systems, criminals rely on unsuspecting customers to reveal their personal account information. Fraud success is related to the lack of customer education. In the past, customers were often being telephoned and tricked into revealing their account numbers. This type of fraud eventually declined—not because people stopped using their telephones, but because they became more informed about the risk of giving personal information over the phone.
What should I do if I receive fraudulent emails?
There may be phishing scams that are circulating using the name and logo of the Bank in an email with a link to a false online banking website. The link then connects to a website that looks very much like our actual online banking website. Please do not submit any information on the fraudulent site. The information submitted via this website is used to commit fraud.
By using the logos and letterhead of financial institutions, fraudsters are able to convince some of their target victims to respond. The Bank does not solicit members for personal and confidential information by email. If you receive a phishing email that claims to be from us, please report it to firstname.lastname@example.org. This is the surest way to confirm your suspicions and to enable us to protect other members.
Hypertext links in emails are not always what they appear to be. Scammers use techniques to make links appear valid, but the actual link may redirect to a fraudulent website. If you have any doubt about an email, type in the Internet address of MeDirect yourself, and do not click on embedded links. Always look for the padlock in your browser, the https:// in front of business.medirect.com.mt to help validate that you are visiting our online banking website.
Please be sure to take the following measures:
- Give your login credentials only at the login page on https://business.medirect.com.mt.
- Do not provide information in response to an unsolicited request, whether it is in an email or over the phone.
- Never send your password, PIN or answers to security questions via email.
- Be suspicious of urgent requests for personal financial information.
How do I know I am on your safe online banking website?
To securely access our corporate internet banking, please open a new browser window, and navigate to https://business.medirect.com.mt. You can verify that you are on our real log-in page in 3 easy steps:
- The address in the address bar starts with https://
- The domain in the address bar is correct: business.medirect.com.mt
- The browser displays a padlock, indicating that the connection is secured.
- Check the validity of our digital certificate by clicking on the padlock.
Note on the fourth step: This will help you confirm the authenticity of our online banking website. Digital certificates authenticate websites. They are issued by certification authorities, and include the name, serial number, and expiry dates.
To check the validity of our digital certificate, click on the padlock in your browser. The location of the padlock varies depending on the browser you are using. You should see the name of the owner, and the validity period of a certificate. This is what you should see if you are on the real online corporate banking website of the Bank.
Why cannot I logon on to my account?
There may be several reasons why you are not able to log in:
- Account has been blocked. Account may be blocked if we detect several failed attempts to logon to your account. If you receive a message that indicates that your account has been blocked, please call Customer Service at 2557 4444. Please note that we will need to verify your identity before we can unblock the account.
- Typing errors. Internet users often type in an address to reach a web site. Secure pages have slightly different addresses from other sites on the Internet. To logon to online corporate banking, type-in https://business.medirect.com.mt into your browser’s address bar. Note: secure web sites begin with https://.
Can I send you an e-mail with a question about my account?
We will accept your queries via email if you have signed an indemnity document with the Bank. Please note that email is not a secure medium of communication. Consequently the Bank advises to make use of the secure messaging functionality within the Corporate Internet Banking service.
My security token has been lost/stolen
We are using the security token to authenticate your online banking session. Please immediately inform the Bank that you are no longer in the possession of the token by calling our Customer Service on (+356) 2557 4444 or contact your Relationship Manager.
I am an existing Internet Banking Customer and I would like to add other users. What do I do?
Additional users need to be setup by the Corporate Administrator. Please refer to manual for further assistance. Once the user is setup the Bank will arrange for an additional token to be provided upon notification from the administrator.
What should I do if I suspect unauthorized access to my account?
What are the methods of access?
What browser should I use?
Software vendors regularly update browsers to fix security vulnerabilities. You should use the latest stable version of your browser. Keeping your browser and other software up to date will keep you safe. Our online banking website has been tested with Google Chrome 16 or above, and Microsoft Internet Explorer version 9 or above. Other browsers may work, but the display and printing of pages may not be ideal.
I have been signed off. Why?
To prevent unauthorized use of your account, and to prevent others from viewing your information, we automatically sign off your online banking session after a period of inactivity. Despite this, do not leave your computer unattended if you are logged on to our online banking. Always log off before leaving your desk, even when you will only be away for a few minutes.
What are the best ways to protect my security token?
We use RSA SecurID security tokens to authenticate your online banking session. It is therefore important to ensure that only you have access to the token at all times. If you have lost the token, please notify the Bank immediately.
How do you protect my account from Internet fraud?
Security of your personal information is a top priority for the Bank. We employ industry-standard technologies to ensure that your account information remains private and secure. The Bank undergoes regular security audits, employs firewalls, intrusion detection systems and other software that has been designed to provide maximum security. Other security measures implemented by the Bank include:
- Internet banking service is provided over a secure channel (SSL/TLS).
- All communication between the Bank and the client’s browser is encrypted.
- Data integrity is cryptographically ensured at all times.
- Secure channel prevents third parties from eavesdropping on or tampering with data.
- Your banking session is automatically logged out after a period of inactivity.
- The Bank employs various physical, electronic, and procedural safeguards.
- The Bank monitors access to our financial systems and responds promptly to security alerts.
- We always take steps to verify identity before giving out your account information over the phone.
- Access to online banking will be suspended after 3 invalid login attempts.
- The employees of the Bank are not authorized to ask for your PIN from the security token.
- All access to the Bank’s systems is monitored and recorded for audit trail.
Secure communication is a process that makes sensitive information illegible to unauthorized parties before it is sent over the Internet; it keeps information private between the Bank and your Internet browser.
You also have your own responsibilities to protect the security of your online bank account. Keep your security token secure and make sure that no one is watching as you enter your PIN. Take appropriate precautions, and keep your computer free from viruses that could be used to capture keystrokes.
How secure is online banking?
The security of online banking depends upon a partnership between you and the Bank. The Bank maintains a vigilant and thorough approach to the security of all of its systems; however, the customer must also follow good security practices.
Your security token and logon credentials are like keys to a safe. It is therefore important to follow good security practices:
- Keep your security token and your Corporate ID secure;
- Make sure that no one is watching as you enter the credentials on the log-in screen.
- Keep your computer free from viruses. They are frequently used to impersonate you to the Bank.
- Do not share your security token and Corporate ID with anyone.
- Check your transaction history details regularly. This will help you keep track of your account activities.
- Verify that you are connecting to our banking website by checking the domain name and certificate.
- Notify the Bank immediately about lost or stolen information, or suspected fraudulent activity.
Most attacks on online banking exploit the fact that customers frequently fail to verify whether they’re interacting with a real banking website on their web browser. Attackers are known to create fake websites that mimic real online banking applications to lure customers into supplying their login credentials. The credentials are then used by the attacker to logon to the real banking website. For more details, please refer to “How do I know I am on your safe online banking website?” If you have security concerns, please call Customer Service on (+356) 2557 4444, or email email@example.com.