What does error message "sorry we cant proceed until you sign out of your bank's website" actually mean? so far as I am aware I am not logged in on another device.

Hey there, jane13.

Welcome to the Online Community. Let me help you move past the error so you can edit the sign-in information.

This message indicates your bank’s website has rejected the login attempt because you may have logged on elsewhere. Let’s perform some basic troubleshooting steps to fix this issue.

To begin, check if you have logged out of your bank’s website or app for more than 15 minutes. Then, sign in to your account via private browsing or incognito mode.

Here's how to access for each browser:

• For Chrome press Ctrl+Shift+N.
• For Internet Explorer or Firefox, press Ctrl+Shift+P.
• For Safari, hold down Command+Shift+N.

If you’re able to update the sign-in information via these sessions, clear the cache to start on a clean slate. Should this not work in a private window, try using a different browser.

If you access your account through any devices, make sure to log out. Then, turn off the refresh option for your mobile device as this will cause the bank’s app to appear.

The resolution steps I provided should help you move forward.

Let me know if you get the chance to try all these suggestions and what the results are. I'll jump right back in to help.