AMFI Registered Mutual Fund Distributor | SEBI registered Investment Adviser
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FAQ
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20. Troubleshooting and Enquiries
1) What are the system requirements for registering an account?
2) I am unable to create account. The page does not proceed further when I click on next or I get message "Error on page"?
3) Having Problems With Account Login?
4) I encounter problems when I try to log in. What should I do?
5) What if I tried repeating the login process and I still fail to login after several times?
6) How do I delete cookies?
7) How can I enable Java script in my browser?
8) Whom do I contact if I need help?

Q: What are the system requirements for registering an account?

A: - The site is best viewed using Internet Explorer 6.0 and above in 1024x768 screen resolution
- Check for JAVA (version6)in your system. Visit Java.com > click on do I have JAVA > click on verify Java version > in case the JAVA version is not updated you will get the message to download JAVA.
- Clear browser cache
 
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Q: I am unable to create account. The page does not proceed further when I click on next or I get message "Error on page"?

A: To access our website you need to have JAVA software (version 6) installed in your system. Only then you will able to create an account on Fundsupermart.com platform.
 
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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: How do I delete cookies?

A: To delete cookies in Internet Explorer 7.0
" Select "Tools"
" Select "Internet Options".
" Open the "General" tab.
" In "Browsing history" area click the "Delete" button.
" In "Delete browsing history" window click "Delete cookies" button and then click "Yes".
" Click Close and then click OK.

To delete cookies in Internet Explorer 6.x
" Select "Tools"
" Select "Internet Options".
" Open the "General" tab.
" Click the "Delete cookies" button.
" Click OK.

Note: In Internet Explorer even if you delete cookies manually, cookies index.dat file stores Internet surfing information. This file can't be deleted manually as it is used by Windows all the time.

To delete cookies Firefox 2.0
1. Select "Tools"
2. Select "Options".
3. Select "Privacy".
4. In Private area click "Clear Now".
5. In "Clear Private Data" window put the check mark for "Cookies" and click "Clear Private Data Now".
6. Click OK.

To delete cookies Firefox 1.x
1. Select "Tools"
2. Select "Options".
3. Select "Privacy".
4. Open "Cookies" tab and click "Clear Cookies Now".
5. Click OK.

To delete cookies Opera 9.0
1. Open the Tools menu.
2. Select Delete private data.
3. Click the "Details" button.
4. Select Delete cookies.
5. Click "Delete".

To delete cookies Opera 8.x:
1. Open the Tools menu.
2. Select Preferences to open Dialog box.
3. Open the Advanced tab.
4. Select "Cookies".
5. Click the "Manage Cookies" button.
6. Select one or more cookies you want to delete and click the "Delete" button.

To delete cookies Netscape 8.x
1. Select Tools -> Options.
2. Select "Privacy".
3. Click the "Clear" button next to "Cookies" area.
If you want to delete certain cookies, click the "View cookies" button. Select one or more cookies you want to delete and click the "Remove" button.
4. Click OK

To delete cookies Netscape 7.x:
1. Click the Tools menu and choose Cookie Manager
2. Choose Manage Stored Cookies from the submenu. The Cookie Manager window opens with a list of all the cookies stored on your computer.
3. Select one or more cookies and click Remove Cookie, or click Remove All Cookies.
4. Click OK.

To delete cookies in Mozilla 1.7:
1. Select "Edit"
2. Select "Preferences".
3. Under "Privacy & Security" category, select Cookies.
4. Click "Cookie Manager".
5. Select one or more cookies and click "Remove Cookies", or click "Remove All Cookies".
6. Click OK.
 
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Q: How can I enable Java script in my browser?

A: Follow the below mentioned steps to enable Java script on different browser:

Internet Explorer 5 and above
" 1. Select Internet Options from the Tools menu.
" 2. In Internet Options dialog box select the Security tab.
" 3. Click the Custom Level... button. The Security Settings dialog box will pop up.
" 4. Under Scripting category enable Active scripting.
" 5. Click OK twice to close out.
" 6. Click Refresh.

Netscape 7.X
" 1. Select Preferences from the Edit menu.
" 2. Click the arrow next to Advanced.
" 3. Click Scripts & Plug-in.
" 4. Check Navigator beneath "Enable JavaScript for".
" 5. Click OK.
" 6. Click Reload.

Netscape 6.X
" 1. Select Preferences from the Edit menu.
" 2. Click Advanced
" 3. Check Enable JavaScript for Navigator
" 4. Click OK.
" 5. Click Reload.

Opera 7.X
" 1. Select Quick Preferences from the File menu.
" 2. Make sure Enable JavaScript is checked.
" 3. Click Reload.

Mozilla 3.5.X
" 1. Select Options from the Tools Menu
" 2. Select Content tab.
" 3. Make sure Enable JavaScript is checked.
Mozilla 1.X
" 1. Select Preferences from the Edit menu.
" 2. Click the arrow next to Advanced.
" 3. Click Scripts & Plug-in.
" 4. Check Navigator beneath "Enable JavaScript for".
" 5. Click OK.
" 6. Click Reload.

Safari 4.X
" 1. Select Preferences from the Edit menu.
" 2. Click the Security tab.
" 3. Click Scripts & Plug-in.
" 4. Check "Enable JavaScript".
" 5. Close Security window.
" 6. Close and reopen the browser.

Note: Instructions may vary with different browsers and operating systems. If you cannot locate the JavaScript settings, check the help topics for the browser being used.
 
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Q: Whom do I contact if I need help?

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

For telephone assistance, you may call our customer services at +91 22 4219 9494 from 9.30am to 5.30pm on Monday to Friday (excluding public holidays).
 
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For further assistance, call our helpline at +91 22 4219 9494 from 9:30 am to 5:30 pm on Monday to Friday (excluding public holidays).