Business Online Banking Frequently Asked Questions

 

Our Quick Reference Guide will help you get started using the all-new Jefferson Bank Online Banking.

Video Tutorials
Are there videos that show an overview of some of the features of Online Banking?
Login, Passwords and Secure Access Code
Why is Jefferson Bank changing my online banking?

We are enhancing our Online Banking system as part of our ongoing effort to provide you with an intuitive and interactive online banking experience. The new Online Banking system offers robust Online Banking functionality on all of your devices and will enable you to bank anytime, anywhere.

When will the upgrade take effect?

The Online Banking upgrade is scheduled for April 24, 2017.

What are the minimum system requirements?

The computer you use must meet the following minimum requirements:

  • Standard PC or Mac® with at least a 1-GHz processor and 1 GB of RAM.
  • Available browser updates applied for improved security that provides anti-virus and spyware protection.
  • Microsoft® Windows® Vista Service Pack (SP) 2 and 3, Microsoft Windows 7/8/10, or Mac OS X.

Note: Microsoft stopped supporting Windows XP and XP-compatible Internet Explorer (IE) in April 2014, including security updates. XP users who do not upgrade their operating systems should replace IE with Google Chrome™ for an up-to-date, secure Internet browser.

  • Cable, Digital Subscriber Line (DSL), or Integrated Services for Digital Network (ISDN) Internet connection. (Dial-up connections are not supported.)

Note: Satellite connections often have difficulty supporting encrypted, Hypertext Transfer Protocol Secure (HTTPS) applications. Since Jefferson Bank Online Banking is HTTPS-encrypted for the safety of your financial information, some satellite cable connections may exhibit slow responses.

Display requirements

Desktop and laptop displays can be any height but must support at least a 1300-pixel width. Otherwise, you will need to scroll horizontally to see the entire Jefferson Bank user interface.

PDF Reader requirements

Jefferson Bank recommends the most recent version of Adobe® Reader® available for desktop and mobile devices unless your e-statement provider recommends a prior version. If you choose to use a third-party PDF vendor, Jefferson Bank cannot guarantee documents will appear as intended.

Browser requirements

Browser support is subject to change with little to no notice and we encourage end users to configure browsers for automatic updates. Use the most recent versions available for the browsers listed in the following table for the most secure experience in Jefferson Bank Online Banking. If you try to log in without a compatible browser, you will be redirected to a website to download a new version of the browser.

Note: For the most secure and consistent experience on mobile devices and tablets, use the Jefferson Bank Online Banking App instead of mobile browsers. 

Some minimally supported browsers, as listed below, may show minor behavioral or cosmetic differences for Jefferson Bank Online Banking, but will generally support the most important features and functionality.

PC browser compatibility

Browser

Windows
Vista SP2
and SP3

Windows 7
and 8.1

Windows 10

Google Chrome 37 and later

Microsoft Internet Explorer 11.x

x

Microsoft Edge™

x x

Mozilla® Firefox® 33 and later

 

  • Microsoft Windows 7 SP 1 is required for Internet Explorer 11 support.
  • Microsoft Windows 8.1 is required for Internet Explorer 11.
  • Jefferson Bank Online Banking is not compatible with Safari® on Microsoft Windows, as Apple discontinued development of security patches for Microsoft Windows. However, Jefferson Bank Online Banking is compatible with Safari on Mac OS X 10.8, as shown in the next table.

Mac browser compatibility

Browser Mac OS X 10.6 – 10.11

Google Chrome 37 and later

Safari 6-8

Safari 9

Mozilla® Firefox® 33 and later

Jefferson Bank Online Banking app requirements

This section describes the operating systems, connection types, and camera resolutions that are compatible with the Jefferson Bank Online Banking App that end users can download from the Apple Store (for iOS devices) or Google Play (for Android™ devices).

Note the following details about Jefferson Bank Online Banking App:

  • A valid email address and telephone number are required.
  • Q2mobility Apps function best when the GPS or native mapping app (also called Location Services) is enabled.
  • Mobile browsers, such as Safari, are not supported. Use the Jefferson Bank Online Banking app instead.

When requesting customer support for the Jefferson Bank Online Banking app, please identify the model and operating system of the device and, if applicable, confirm that the camera is rear-facing.

Android™ compatibility

Version UUX 4.x

Android 4.0.3 and later

Apple® iOS compatibility

Version UUX 4.x

iOS 7.x

x

iOS 8.x

iOS 9.x

iOS 10.x

The following mobile operating systems are NOT compatible with the Jefferson Bank Online Banking app:

  • Windows Phone®
  • Blackberry®
  • Kindle Fire™

Mobile connectivity

Connectivity UUX 4.x

3G

4G LTE

WiFi

Note: Devices that do not have Location Services or native mapping applications do not support branch/ATM location functionality.

A mobile device with a rear-facing camera is required to deposit checks with the mobile remote deposit capture (mRDC) functionality in the Jefferson Bank Online Banking app. The following table provides camera resolution compatibility.

mRDC camera compatibility

Camera resolution UUX 4.x

Less than 1.9 megapixels

x

1.9 - 4.9 megapixels

5 megapixels or higher

Third-party account management software

Note the following details about third-party account management software compatibility with UUX 4.X:

  • Microsoft Money: We are aware that some customers can export Account History successfully from Jefferson Bank Online Banking to the most recent versions of Microsoft Money. However, Microsoft itself no longer supports those products; therefore, Jefferson Bank cannot guarantee the reliability of exports to them. The use of Microsoft Money with Jefferson Bank data is solely at the customer’s discretion.
  • Intuit® Quicken® and QuickBooks®: Supported versions of Quicken and QuickBooks are dependent on the financial institution’s contract with Intuit. Refer to the Quicken Discontinuation Policy for details about discontinued Quicken services and application versions.
I'm a Quicken/QuickBooks user. What do I need to do to ensure a smooth transition?

As Jefferson Bank completes its Online Banking upgrade, you will need to modify your Quicken/QuickBooks settings to ensure the smooth transition of your data. The documents below provide instructions for the required changes and provide important dates for modifications that are time-sensitive. The process should take 15-30 minutes.

Select the instructions below based on your software and computer platform (Windows or Mac OS). 

When I enter my login name, it won't let me login?

If you cannot access Online Banking or Jefferson Bank Mobile Banking please call us at (210) 734-4311.

What password should I use when I login for first time on April 24th?

Use the current password that you used on the prior Online Banking system. The system will prompt you to change your password after you complete additional steps to verify your identity.

What if I can't remember my password?

After entering an incorrect password in the login box, click the "Forgot your password?" link just below the login button. Enter your User ID to receive a new Secure Access Code and reset your password.

What is a Secure Access Code?

A Secure Access Code is a security feature that validates contact information that currently resides on the Bank records, to authenticate your identity.

I want to receive my Secure Access Code via text, but don’t see a phone number listed. How can I add it?

As part of your initial login experience, your Secure Access Code will only be delivered to the contact information on file within our current Online Banking system. Once you have logged in successfully, you can add or edit Secure Access Code delivery methods by clicking on the “Settings” option from the left-hand navigation, selecting “Security Preferences” and clicking on the option for “Secure Access Code Delivery.”

I received a message that says “my Secure Access Code is invalid, or my account has been disabled.” What went wrong”?

If you opt to receive your Secure Access Code via text, you will receive a text from 864-34. Use the Secure Access Code that appears in the message portion of the text, not the number the text is sent from.  If you have requested the Secure Access Code be sent more than once, use the Secure Access Code you received last.

Does my Secure Access Code expire?

Each Secure Access Code is unique and is only valid for a limited time. If you’re not able to enter the Secure Access Code within that time period, you will need to request that a new one be sent.

When my Secure Access Code didn’t come immediately to my email, I requested another one to be sent as text. Which one should I use?

Use the Secure Access Code via the delivery method you requested most recently.

I waited too long to enter my Secure Access Code and now I can’t seem to login. What do I do?

The Secure Access Code is only valid for a limited time. If you’ve “timed out,” just hit the back button to begin again.

Why am I asked to register my computer or mobile device?

This is a security feature to protect your Online Banking session. You should only register your PC or Mobile Device that you own.

Why am I being asked to register my computer every time I login?

If you are being prompted to register your computer every time you login, your browser might not be allowing cookies. Online Banking places a cookie on your computer when you register your browser. This lets Online Banking system know that you have confirmed and trust the computer being used. If you are not accepting cookies, or deleting them, then you will be prompted to register your computer.

Note: If you have a security program that clears your Internet cookies, or if you clear them manually, you will be required to re-register your computer. You may choose to adjust this setting in your browser’s Tools or Internet Options settings and add JeffersonBank.com as a trusted site.

What are “cookies”?

Cookies are small text files placed on your hard drive that permit websites to store information about your visit. In most instances, this information is used to personalize subsequent visits to the website or to remember any personal settings or customization available to you on the site. Most cookies are harmless, particularly when received from websites such as your personal online banking site for your financial institution.

Do I have to retrieve a Secure Access Code each time I try to access Online Banking?

No, if you are accessing Online Banking from a personal/trusted computer, register that device and you will periodically use a Secure Access Code when accessing Online Banking from that device.  

You will have to retrieve a Secure Access Code each time you try to login to Online Banking from a device that is not registered.

What Browser should I use for Online Banking?

To ensure proper functionality, we recommend using the most recent versions of Internet Explorer, Firefox, Chrome, and Safari or better for browser software.

How do I determine what browser I am using?

To determine what browser and version you are using follow these simple instructions.

Open your browser, click on Help at the top, select “About” (name of the browser, Help will display the version of the browser you are using).

What features are available in the Online Banking system?

In addition to standard functions like checking your balance, paying bills, printing statements and transferring funds between Jefferson Bank accounts, Online Banking now offers advanced functionality, including:

  • View history and transfer funds without leaving the page
  • Nickname or reorder your accounts
  • Secure Message Center
  • Transfer funds to and from checking, savings and loan accounts
  • Secure access login and security setting options
  • Activate, Suspend and Report/Lost Stolen Debit Cards
  • Receive Account, History and Date Alerts by Text or Email
  • Customize your Online Banking with a nickname, display of accounts, grouping and much more!
Can I use my phone/tablet to access Online Banking?

Absolutely. Our new Online Banking system will provide you the ability to bank anytime, anywhere, from any device conveniently and securely. You can download the app on any Android or Apple device, and it will provide a consistent experience with banking from your desktop. If you're on a platform that isn't Android or Apple, you can always access Online Banking via your HTML-compatible mobile browser.

Online Activity Center
What information is available on the Online Activity Center?

Any type of online activity you initiated via the Online Banking system to include Funds Transfers, Stop Payments, Updates on your Account, and Contact Info (such as Change of Address). Use the “Search Transfer” section to search for a specific transaction type.

How long does my Online Activity remain on the Online Activity Center?

Your online activity remains available for a minimum of 24 months.

Will my recurring transfers convert over to the new system?

Yes, any recurring transfer you currently have in Online Banking will convert over to the new Online Banking system. If you would like to set up additional recurring transfers just go to Transfers and then click on “Funds Transfers”.

Online Banking Services
Can I activate my debit card on the Online Banking System?

Use the “Manage Card” option from the navigation pane to Activate a new card, permanently Deactivate a lost or stolen card, or temporarily Suspend your card.

How do I place a Stop Payment on the Online Banking System?

Select “Stop Payment” from the navigation pane and complete the required fields to include the account number, check number, payee, amount, date of check and reason for stop payment. Stop Payment is in effect for six months.

Is there a fee for placing a Stop Payment?

Select “Stop Payment” from navigation pane and complete the required fields to include the account number, check number, payee, amount, date of check and reason for stop payment.

Can I use the Stop Payment service for (ACH) electronic transactions?

The Stop Payment feature is for checks only. If you must place a Stop Payment for ACH transactions, please contact our Customer Inquiry Department at (210) 734-4311.

Can I use the Stop Payment service for multiple checks?

The Stop Payment feature is for single checks only. If you must place a Stop Payment for multiple checks, please contact our Customer Inquiry Department at (210) 734-4311.

eStatement/Notice
Will my eStatement/Notice service convert to the new Online Banking System?

Yes, all accounts previously enrolled will be converted, including 24 months of history from the time of enrollment. You will be asked to “Agree” to the eStatement/Notice Agreement before you can access your statements/notices.

How will I be notified with my eStatement/Notice are ready to be viewed?

You will receive an email to notify you your statement is ready for your review. Simply log on to your Online Banking and click eStatement/Notices to retrieve your statements listed under “View Statements”.

What eNotice are available to select?

Loan and Overdraft Notices are available. Select the eNotices you desire to receive from a list of available notices on the Online Banking system.

Will I receive a copy of my check images with eStatements?

Yes, check images are part of the eStatement service offered by Jefferson Bank.

Can I set up my an “Additional Recipient” to receive my eStatement/Notice?

Yes. Send us a secure message on the Message Center and provide us the following information on the Additional Recipient: Name, Email Address, Mobile Phone and Account Numbers you desire to grant access to your statements/Notices. The Additional Recipient will then receive their temporary login credentials in order to enroll for eStatements/Notices.

How does the “Additional Recipient” retrieve my eStatements/Notice?

The Additional Recipient will receive an email when the statement is ready to be viewed. The Additional Recipient simply needs to login with their Login ID and Password to retrieve your eStatement from the “eStatement/Notice” section on the navigation pane.

How do I cancel an “Additional Recipient” for my eStatements/Notice?

Send us a secure message on the Message Center and provide the following information for your Additional Recipient: Name, Email Address, and Account Numbers. We will remove the Additional Recipient within 2 business days.

How do I change my address for eStatement/Notices?

Click on the “Update Account Info” from the navigation pane and select the accounts to update your physical address and email address for your eStatement/Notices.