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eBanking FAQ

Return to eBanking    Return to FAQs    eBanking General    eBanking Security

eStatements    External Transfers    Bill Pay    People Pay    Personal Finance

eBanking General

Q: What browsers and operating systems are supported by the eBanking solution?

Operating System Internet Explorer Safari Firefox Chrome
Windows 7 11.0 N/A 48.0 53.0
Windows 8.1 11.0 N/A 48.0 53.0
Windows 10 11.0, Edge N/A 48.0 53.0
Mac OS X 10.10
(Yosemite)
N/A 9.0 48.0 N/A
Mac OS X 10.11
(El Capitan)
N/A 9.0 48.0 N/A
iPad® N/A 8.0 N/A N/A
iPad® Mini N/A 7.1 N/A N/A
Note: Cookies and JavaScript must be enabled.

Q: Can I download banking transactions from within eBanking?

A: You can download up to 500 completed transactions or 45 days of account activity at one time. File formats to choose from include Quicken software (WebConnect), QIF and CSV.

Q: Can I place a Stop Payment within eBanking?

A: You can place a Stop Payment on a check or range of checks by clicking on Customer Service and under Account Services, select Stop a Check. You can also view checks you have asked us to stop by clicking on View Stopped Checks.

Q: Can I use Bank Mail to contact Johnson Bank with questions using eBanking?

A: You can send us a secure message within eBanking by clicking on Customer Service, and under Contact Options, select Contact Us.

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eBanking Security

Q: What is a one‐time security code?

A: A one‐time security code is a randomly generated one‐time code we provide for you. You will enter the code to help prevent fraudulent transactions and unauthorized access to your accounts and financial information.

Q: Why is a one‐time security code needed?

A: A one‐time security code provides you with an extra layer of protection to ensure your funds and financial information are safe. By requiring the entry of a one‐time code and the use of a phone number you have on record with us, fraud is prevented even if an unauthorized user learns your User ID and Password. By using a one‐time security code, you are also notified if an unauthorized user tries to access your account information or complete transactions without your knowledge.

Q: How do I use a one‐time security code?

A: Using a one‐time security code is easy! We'll give you the one‐time code by calling you or sending you a text message using a phone number you have on record with us. Please remember you will need to be near your phone and the number you use must correspond to the current numbers we have on file for you. Once you receive the code, you'll be prompted to enter the one‐time security code to complete your eBanking login.

Q: Do I need to save the code?

A: No.  Once the one‐time security code is entered, you cannot use it again.

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eStatements

Q: Will I be able to receive eStatements for my IRA Savings account?

A: Due to regulations, IRA Savings accounts will receive a paper statement via the mail. In addition, as an individual account owner you can combine your IRA Savings account statement with your Checking, Savings or Money Market account statement. When you choose to combine your statements, you will then be able to select online statement delivery for all of your accounts including the IRA Savings account. If you are unable to combine your IRA Savings account statements with another Johnson Bank deposit product, you will not be able to choose online statement delivery for your IRA Savings account.

Q: If I change my statement delivery from paper to eStatements, how long before the change takes effect?

A: Typically, these changes take effect when your next eStatement is produced.

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External Transfers

Q: What is an external transfer?

A: An external transfer is a convenient way for you to move funds from your Johnson Bank accounts to your accounts at another financial institution when needed.

Q: What types of accounts are eligible for an external transfer?

A: External transfers can be scheduled by you and used with checking and savings accounts where you are an individual or joint account owner at both Johnson Bank and the other financial institution.

If you plan to transfer money from your deposit account with us to a loan account at another financial institution, you will need to contact the Johnson Customer Support Center at 888.769.3796.

Q: How long does it take for an external transfer to be completed?

A: External transfers typically take 1 to 2 business days to be completed.

Q: Can I transfer funds from my Small Business Solutions account to one of my personal accounts at another financial institution?

A: External transfers can be scheduled by you and used with checking and savings accounts where you are an individual or joint account owner at both Johnson Bank and the other financial institution.

Q: Where can I see all of the external accounts I have added?

A: You can see a list of the external accounts you have added by clicking on Transfer Funds and viewing the Manage external transfer accounts page.

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Bill Pay

Q: How do I add a payee?

A: To add a new payee within eBanking, click on Make Payments in the main navigation bar and enter the name of the payee in the Pay Someone New field and click Add. Then, follow the remaining instructions to provide the details of your new payee.

Q: How do I change a payee nickname?

A: Nicknames are given to your payees to help you identify your accounts quickly. To change a payee nickname, click the appropriate payee name and then click the Change Payee Nickname link.

Q: How are payments issued?

A: Only you can authorize payments. You can tell us who, when and how much to pay. Payments are issued electronically or via paper checks, depending on what your payee offers. Both electronic payments and paper checks always include remittance information, ensuring that your payee can accurately record that a payment has been received for your account.

Q: How do I cancel a payment?

A: To cancel a payment, click the cancel link under Pending Payments. This must be done at least 24 hours before the payment is to be processed.

Q: How do I register for Bill Pay through eBanking?

A: You may register for Bill Pay through enrollment, or by clicking at any time on the Make Payments tab found in your eBanking. You will be asked to read and accept Johnson Bank's Terms & Conditions. Failure to accept the Terms & Conditions prevents the registration process from proceeding.

Q: Can I place a stop payment on a Bill Pay check through eBanking?

A: No. The ability to directly place a stop payment on a bill payment in eBanking is not available. To place a stop payment, contact the Johnson Customer Support Center at 888.769.3796.

Q: Is there a dollar limit on payments made through Bill Pay?

A: Yes. The maximum dollar amount per payment is $30,000.00, and the maximum amount per day for all combined payments is $50,000.00.

Q: Can I use Bill Pay to make a payment to a Government Agency?

A: Yes. Payments can be made to government agencies. The following are examples of government agencies:

Although we offer this payment option, keep in mind that Johnson Bank has a limited ability to research any problems with a payment made to a government agency, due to the government's strict adherence to the Consumer Privacy Act. Also keep in mind that these payments might not be processed by the government on a timely basis without the attachment of any required government forms.

Q: What if I need a copy of a check submitted using Bill Pay?

A: To request a copy of a Bill Pay check, contact the Johnson Customer Support Center at 888.769.3796.

Q: Can I make a payment to a business or person outside of the United States?

A: No. Payments made using Johnson Bank Bill Pay can only be sent within the United States.

Q: What are the Bill Pay non‐processing days?

A: The following holidays are non‐processing dates for Bill Pay:

Be sure to take these dates into account when scheduling payments. When scheduling payments, allow three to five business days for companies to receive payments sent electronically, and five to seven business days for payments sent by check. You will see the method of payment displayed on the Payee or Schedule Payments screen.

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People Pay

Q: What is Johnson Bank People Pay?

A: People Pay enables you to make electronic payments to anyone with an email address or mobile number through eBanking and Mobile Banking. Some examples include your babysitter, handyman, friends or family.

Q: How does People Pay work?

A: To send money with People Pay you must first enroll through eBanking. Once enrolled, you can send money by logging in to eBanking or Mobile Banking. Select People Pay and from the People Pay dashboard, you can add your recipient's name under Contacts, email address or mobile number and enter the payment amount. Once the money has been sent, the recipient will receive an email or a text message with instructions on how to claim the payment.

Q: Is my information secure in People Pay?

A: The privacy of your information is very important to us. Only you can access your account information using your login and password. A recipient will access the secure People Pay claim site and choose to receive the money via My bank account with their routing and account number or PayPal.

Q: How can I update my email address or mobile number associated with People Pay?

A: Once you are enrolled in People Pay, you can make changes to your email or mobile number by visiting the People Pay Settings page located as a link in the upper right corner of the People Pay dashboard through eBanking or update My Profile under Contacts in Mobile Banking.

Q: Are there fees associated with using People Pay?

A: No. People Pay is free. However, PayPal may charge fees to a recipient for handling the payment.

Q: Can I use People Pay on the Johnson Bank app?

A: Yes. People Pay is available on the Johnson Bank app and can be used with Android phones and iPhones. To access People Pay through Mobile Banking you must enroll through eBanking first.

Q: Can a business enroll in People Pay?

A: No. Businesses who are enrolled in eBanking are unable to enroll in People Pay.

Q: Who should I call with questions about People Pay?

A: Call the Johnson Customer Support Center 24/7 at 888.769.3796 if you have any questions.

Sending a Payment

Q: Can I use more than one deposit account to send payments in People Pay?

A: Yes. You can use multiple deposit accounts to send payments. Similar to Bill Pay, most Johnson Bank Checking or Money Market accounts are eligible to be used as funding accounts. Savings accounts are not eligible.

Q: How can I change my deposit account to send People Pay payments?

A: Once enrolled in People Pay, you can use the Manage Payment Accounts page in eBanking to identify which deposit accounts you want to use for People Pay and Bill Pay. The Manage Payment Accounts link will appear in the menu under Pay and Transfer. Through Mobile Banking select Pay A Person to select the deposit account from which you want to pay.

Q: When is the money deducted from my account after I send the payment?

A: The recipient has 10 calendar days to claim the payment. The payment will be deducted from your account depending upon which payment option is selected.

Q: Can a payment be cancelled after it has been sent?

A: If you've chosen to send the payment using the Mail a check or PayPal payment options, no changes can be made. If you've selected the email or mobile number payment option, you may be able to cancel the payment as long as the recipient has not yet claimed the payment.

Q: How does the Mail a check payment option work?

A: The check sent will be drawn against your deposit account. People Pay will systematically assign a check number when you choose to send a payment using the Mail a check payment option. The check number will not follow the same sequence as your paper checks.

Q: Can I place a Stop Payment on a payment sent using the Mail a check payment option?

A: Yes. Since a payment sent using the Mail a check payment option is actually drawn on your account, you can place a Stop Payment if the check has not yet cleared by calling the Johnson Customer Support Center at 888.769.3796.

Q: Are there limits to the payment amounts I can send using People Pay?

A: Yes. People Pay has Transaction limits and Daily limits that vary depending upon the option you select to send the payment.

Payment Option Transaction Limits Daily Limits
PayPal $500 $1000
Email or Mobile Number $500 $1000
Mail a Check $1000 $2500

Q: Can I make a payment to the same recipient in one day?

A: Yes. However, if you make a payment to the same recipient for the same amount in one day, for security measures People Pay will identify the payment as a duplicate. The recipient will receive 2 notices but will only be able to claim one payment, while the other will fail.

People Pay Payments

Q: Do the payments ever expire?

A: Payments sent to the recipient using the email or mobile number payment option will expire in 10 calendar days if the payment is not claimed. PayPal and Mail a check payment expirations vary. As the sender, you and your recipient will receive an alert informing both of you that the payment has expired.

Q: As the sender, will I receive a notice when the payment has been claimed?

A: You will not receive a notice, but you can view all payments and their status from within the People Pay dashboard.

Q: Is there a history of all the payments I've sent or received?

A: Yes. Payments are listed for up to 90 days under Incoming/Outgoing Payments, along with their payment status on the eBanking People Pay dashboard or Mobile Banking People Pay Activity.

Q: Can I use both Bill Pay and People Pay?

A: Yes. You can send payments using both Bill Pay and People Pay. You would use People Pay for sending electronic payments to individuals. While, you could use Bill Pay for electronic one‐time or recurring payments to companies.

Alerts

Q: Will I or the recipient receive notices of payments?

A: People Pay alerts are sent to both senders and recipients. People Pay sender alerts are required and will let you know if your payment is expired, failed or declined. In addition, you will receive an alert for newly sent payments and any Contact information changes.

People Pay alerts are also required for recipients of the payment. They will be notified that payments have been sent to them or that a payment sent to them has expired.

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Personal Finance

Q: What is Personal Finance from Yodlee?

A: Personal Finance is a comprehensive financial management tool which includes spending reports, budgeting and transaction management to help you consolidate and manage all of your finances in one place.

Q: Why should I use Personal Finance from Yodlee?

A: With Personal Finance, you can manage all of your finances. View your accounts from Johnson Bank and those at other Financial Institutions – all with one login. Track expenses, manage your account information, create a budget and calculate your net worth. Plus manage your investment portfolio and track your home's value over time.

Q: What types of accounts can I add to Personal Finance?

A: You can add all types of accounts including checking, savings, credit cards, loans, investment accounts and real estate properties.

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Contact Us

You can also call 24/7 Customer Support - 888.769.3796
for your security, do not include private or confidential information

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Johnson Bank

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