Personal Online Banking Frequently Asked Questions

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

• 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

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

Apple® iOS compatibility

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

• Windows Phone®
• Blackberry®
• Kindle Fire™

Mobile connectivity

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

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.

Yes, of course! We offer Touch ID or a 4 Digit Passcode for your Mobile App. 

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.”

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

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

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.

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

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
• External linking of accounts for Transfers to other Financial Institutions
• Secure access login and security setting options
• Personal Financial Management System
• Activate, Suspend and Report/Lost Stolen Debit Cards
• Receive Account, History and Date Alerts by Text or Email
• Customize your Online Banking with nickname, display of accounts, grouping and much more!

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.

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) 736-7600.

You will receive an email to notify you when your statement is ready for your review.  Simply logon to the Online Banking system and click eStatement/Notices to retrieve your statements. 

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.

• Click on "Message Center" and Select the "New Message" option.
• Select "Update Contact Information" in the "To" drop-down menu and send us your updated contact information.

No, eStatements and eNotices are offered with no service fees.

• Quicker and safer delivery
• Images of canceled checks are included
• “Go Green” with less paper
• Eliminates storage and shredding of paper
• Additional users may be authorized to view your statements

Once you enroll, you will begin building up to 24 months in your Online Banking profile.

Your eStatements will also be combined, just like your paper statements