Personal Online Banking Frequently Asked Questions

 

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

Login, Passwords and Secure Access Code
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.
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.

Can I use a password to login into my PC and then use Touch ID on my Mobile App?

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

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.

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 onto Help at the top, select “About” (name of 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
  • 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!
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 such as Funds Transfer and  Stop Payments.   Use the Search section to locate a specific transaction type.

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?

Yes, the standard $30 Stop Payment fee applies.

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) 736-7600.

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
How do I enroll for eStatements?
  1. Login to Jefferson Online Banking
  2. Click on eStatements/eNotices in the left-hand menu bar
  3. Accept the eStatement disclosure
  4. Choose the accounts you want to enroll
  5. Receive your confirmation email
How will I be notified when my eStatement is ready?

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. 

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 an “Additional Recipient” to receive my eStatement?

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.

How does the “Additional Recipient” retrieve my eStatements?

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?
  • 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.
How do I change my address for eStatement/Notices?

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

Is there a fee for eStatement or eNotice delivery?

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

Do I need to use Online Banking to enroll for eStatements?

Yes, if you are not already enrolled, enroll for Online Banking first.

What are the benefits of eStatements?
  • 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
Can Businesses and individuals enroll for eStatements?

Yes, all customers qualify for enrollment

How long are my eStatements or eNotices available?

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

What about the notifications that I currently receive in my paper statements?

You will receive an image of any information or  notice that would be included in a paper statement.

What if I have combined statements?

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

Can I save an electronic copy of the statements to my home computer?

Yes, PDF versions are available if you wish to save or print your statement.