FREQUENTLY ASKED QUESTIONS
General Information
Q: How many months of past online statements can I access at a given time?
A: You will have access to a rolling 24 months of historical statements, beginning with December, 2007.
Q: Is there a fee to receive my statements online?
A: There is no fee for online statements.
Q. Do I have to have Online Banking to receive online statements?
A. Yes. You must have an online banking account in order to elect to receive online statements. Visit your Johnson Bank Representative to learn more about Johnson Online Banking and to enroll, or simply sign-up online.
Q: Is it required that I provide an e-mail address in order to sign up for or access my online statements?
A: Yes. An email address must be provided to enroll for online banking and online statements.
Q: How can I update my email address?
A. To update your email address within Online Banking click on "User Options,” select "Email Address,” and update your information under the section titled "Change Email Address.” Online banking will prompt you every 6 months to review and validate your current email address as well.
Q: Which accounts are eligible for online statements?
A: Online statements will be available for your checking and savings accounts that you are able to view through online banking.
Q: Can I have an online statement for one of my accounts and have paper statements for theother accounts?
A: No. As the primary account holder of multiple accounts, when you elect to receive online statements it will be for all of your checking and savings accounts that you are able to view through online banking.
Q: Will my online statement look the same as my paper statement?
A: Yes, your online statement will appear the same as your paper statement.
Q: Is my online statement considered an "official" statement and could I use it for tax or record keeping purposes?
A: Online statements are no different than your paper statement. Please consult with your accountant about any tax-related questions.
Q: I currently have paper statements mailed to my home, and also to my tax accountant (who is listed as my alternate address). Once I choose to receive online statements, does this also “turn off” the paper statements being mailed to my alternate address?
A: Yes. You will need to continue to receive paper statements if you want your alternate address to also receive a paper statement. Another option could be for you to sign up for electronic statements and then print or save a copy to a shared computer, or email the statement by secure mail. We strongly encourage you to utilize only secure methods of delivery.
Q: How will I know when my online statements are available?
A: An automatic email notification will be sent to you confirming that your online statement is available.
Q: Will I have access to my statement sooner if I elect to receive online statements versus paper statements?
A: Absolutely! Your online statement will be available soon after your statement is prepared, so you no longer need to wait for mail delivery.
Q: How do I “turn off” paper statements?
A: Once you sign up for online statements, your paper statements will automatically be “turned off.” Changes made to your paper statement election may take up to one statement cycle to take effect.
Q: Can I receive both paper statements by mail and online statements?
A: You can receive paper or online statements, but not both.
Q: What if I no longer want to receive online statements, and I wish to switch back to paper statements?
A: Please contact your Johnson Bank Representative or the Johnson Customer Support Center at 1-888-769-3796.
Q: When selecting statements by account number, why are some statements not available?
A: The statement selection is driven by the primary account on the statement. For combined statements (statements that contain multiple accounts), always select the first account listed on the drop down box. The statement showing all of the accounts will be displayed. Statements cannot be selected by secondary accounts.
Client Support
Q. What should I do if I need a statement copy that is no longer available online?
A: You will have access to a rolling 24 months of historical statements online, beginning with December, 2007. To request a copy of a statement that is no longer available online, please contact your Johnson Bank Representative or the Johnson Customer Support Center at 1-888-769-3796.
Q: What should I do if I have questions about how to use online statements?
A: Assistance is available in several ways. To retrieve Online Help, you can simply click on the HELP icon within any of the online statement screens. You can also call the Johnson Customer Support Center at 1-888-769-3796 for assistance.
Q: I would like to balance my checkbook against my online statement. Will I encounter any time expiration issues, and if so - can I adjust the settings for “timeouts”?
A: For security purposes, the timeout period for inactivity within online banking is twenty minutes, and can be adjusted by going to “User Options” and selecting “Change Timeout”. You are also able to save or print your online statement, so that you can work with the document without encountering the timeout issue.
Technology
Q: What software do I need to view and print my statements online?
A: In order to access, view and retain online statements you must have an up-to-date Internet browser such as Microsoft Internet Explorer, Firefox or Safari, an email account with an Internet Service Provider and the appropriate software. (You shouldn’t have any problems if you simply have an Internet connection.)
You will also need a current version of Adobe® Acrobat® Reader® to access and view your online statements.
Q: I do not have Adobe Acrobat installed on my computer. Will I still be able to view my statement?
A: If you attempt to open your statement without Adobe Acrobat, you will receive a message asking you to save the file to your computer and then a second message asking you to select another program to open the statement. Below is a link to download a current version of Adobe free of charge.
Adobe® Acrobat® Reader®
Q: Are online statements secure?
A: You can access and manage your account with confidence because we've protected your information with some of the most intelligent encryption systems available. And, for an added degree of confidence, your password will be known only by you and can be changed at your discretion. (Never share your password or security codes, and do not write them down in a place where the information can be accessed by others.)
Q: Can I save a copy of my online statement to my computer?
A: Yes, online statements can be downloaded and saved to your personal computer.
Q: How do I print a copy of my online statement?
A: Open the file to display the online statement by clicking on the Adobe PDF icon, and then click the printer icon within Adobe Reader.
Q: Can I forward the PDF of my statement to someone else?
A: You can do this in several ways. You can print a copy, save a copy to a shared computer, or email the statement by secure mail. We strongly encourage you to utilize only secure methods of delivery.
Q: I received the message “File does not begin with “%PDF”, what does that mean?
A: You may receive this message if you select a statement month at the same time Johnson Bank is processing your statement. Your online statement will be available within 2 business days after your statement is prepared. Please wait a day and try again. If you continue to receive this message, contact the Johnson Customer Support Center at 1-888-769-3796 for assistance.
Q: Why did two months of statements appear when I selected one specific month?
A: Occasionally, you may receive two PDF statement links for the same month when the last business day of the month falls on a Friday and your statement is produced on a Saturday or a Sunday. That statement will then be available for the previous month. For example – June 1, 2008 falls on a Sunday. The June 1st statement will appear when selecting the month of May. Two PDF links will be available for May, one link will be your May statement and the other link will allow you to view your June statement.
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