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Online Banking FAQ's
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Online Banking Questions
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Security
Browser Questions
Johnson Online Banking Questions
Johnson Bill Payment Questions
How does Johnson Online Banking security work?
Imagine sending a friend a letter. For us it's as simple as dropping it in a mailbox for the carrier to pick up and deliver. Now imagine that instead of just dropping it into the mailbox, you put the letter through a shredder that only you have the key to and then into the mailbox. And instead of one carrier coming to pick it up, the post office sends 100 carriers to each take a piece of your letter. They each go on their own route through all sorts of neighborhoods to your friend's house. Once there, your friend takes this pile of incomprehensible paper, puts it through a reverse shredder that only they have a key to, and out comes your letter, safe and sound.
If we sent information through the traditional manner of one letter, one carrier and one route, it would be easy for a criminal to find the truck carrying your letter and pick it out. So we use the 100-carrier method, otherwise known as RSA public-key cryptography. It's become a standard on the Internet wherever private or sensitive information is concerned. The government uses it; the financial industry uses it, and now, so can you.
Security has always been a top priority with Johnson Bank. It will continue to be so by adopting new technologies only after they've passed our unchanging business principles of confidentiality, flexibility, commitment and stability. To have it any other way would not only endanger your finances, but in turn, our reputation, and that is never good for business.
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Are there any other security issues I should be aware of?
There are two additional areas you should be aware of. The e-mail generated through the 'E-mail Johnson Bank' feature of the application is not encrypted or secure and should be used only for general questions and requests. Requests and questions requiring specific information about your account should be initiated through the specific secured form's feature. You may also call the Johnson Customer Support Center at 1.888.769.3796. Specialists are available Monday through Friday from 8:00 a.m. to 7:00 p.m. (CST) and Saturday from 8:00 a.m. to 1:00 p.m. (CST).
The second issue involves your browser. For added security it is important to log off and close your browser when you have completed your transactions in Johnson Online Banking.
How do I get Internet Access?
Check your local Yellow Pages under Internet Online Service providers.
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What is a cookie?
A cookie is a piece of data passed to your browser. Johnson Online Banking uses "per session" cookies inside the secure banking environment to keep track of your session data. This means that as you go through the program from page to page, the information is stored on your computer while you are on that page, and as soon as you leave that page it is deleted. Clicking the sign-off button ensures that all this information is successfully deleted from your computer.
Newer browser versions have a feature that allows you to be notified when a cookie is being handed to your system. You can disable this option in the Network Preference/Protocols area.
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To keep my banking information private, what recommendations do you have?
- Keep your password confidential. Change it frequently to ensure that no one else can guess it, and do not let anyone else use it.
- Never walk away from your computer without exiting the system first. When you are finished with your banking, click the sign-off button located at the top and bottom navigational toolbars and then close your browser. Once you have ended your session, no further transactions can be processed until you sign on to the system again.
- Use the latest version of Netscape Navigator, Microsoft Internet Explorer, or AOL. All of these browsers are certified for use at our site.
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How can I protect my computer from viruses and worms when online?
Worms and viruses carry with them a variety of problems. Some worms have the capability to install software on an end user's computer that specifically seeks out Internet banking or financial data, with the intent of communicating that data back to the attacker who wrote the worm.
These worms target the vulnerabilities of the end users' computers. Johnson Bank does everything we can to ensure that our systems are virus-free, properly patched and that our users are knowledgeable.
To protect your computer, take the following steps:
- Keep virus software current on any computer, especially those that conduct financial transactions over the Internet.
- With any operating system, it is important to keep your computer up-to-date on the latest security patches and updates.
- Do not open e-mail attachments that are of unknown origin to the end user, as this is often the source of virus and worm infections.
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What browser do I need in order to access Johnson Online Banking?
- Microsoft Internet Explorer 6.0 and higher (includes American Online 8 & 9)
- Netscape 7.2 and higher
- Mozilla Firefox 1.0
Use these links to download the latest version of your browser:
Microsoft® Internet Explorer
To download the 128-bin version, choose the Internet Explorer High Encryption Pack.
Netscape Navigator®
To download the 128-bit version, be sure to select the link under "128 bit Strong Encryption."
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While trying to go back to a previous page I received a message to enter my User ID and password. Why did this happen?
Sometimes using your browser's back button will cause you to be logged out of Johnson Online Banking. For security reasons some pages are automatically expired so that you cannot return to them. By using the navigation toolbar found at the top of your Johnson Online Banking page, you should not encounter this problem.
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Why do I get a "Certificate Expired" error message when trying to access the site?
This will occur when you are using a browser older than the supported versions. To resolve the problem, upgrade your Web browser to the newest version.
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How can I tell if I have a secured connection to Johnson Online Banking?
The visual indicators of a secured connection vary from browser to browser. The following is a listing of all the major browsers and their methods of indicating a secured connection. With all browsers, if https is in the address bar, the "s" means you have a secure connection.
- Netscape Navigator - A small lock will appear in the bottom left corner of the browser to indicate a secured connection. If it is locked you have a secure connection, if it is unlocked, you do not have a secure connection.
- Microsoft Internet Explorer - A small lock will appear in the bottom right corner of the browser to indicate a secured connection.
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What do I do if I receive the following message: "Server is busy or is not responding"?
Check the location/address box and make sure that the address was typed properly. A complete web address is in the format http://www.johnsonbank.com. Sometimes you will receive this message when the server is busy. Try again and the connection should be established. If after three attempts you can not establish a connection, please call the Johnson Customer Support Center at 888-769-3796. Specialists are available Monday through Friday from 8:00 a.m. to 7:00 p.m. (CST) and Saturday from 8:00 a.m. to 1:00 p.m. (CST).
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Help Sources
If you still have questions regarding your browser, we encourage you contact the company that created it. However, if you have any questions regarding Johnson Online Banking or your accounts, contact the Johnson Customer Support Center at 888-769-3796. Specialists are available Monday through Friday from 8:00 a.m. to 7:00 p.m. (CST) and Saturday from 8:00 a.m. to 1:00 p.m. (CST).
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Am I able to change my User ID?
Yes, you can change your User ID by logging into your Online Banking program, clicking on User Options and Change User ID.
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How long will my activity be available on Johnson Online Banking?
Johnson Online Banking supports a history that reflects your two most recent statements through your most recent statement activity.
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What types of accounts can I see on Johnson Online Banking?
You are able to see all deposit accounts (checking, savings, money market and CDs) loan accounts and lines of credit on which you are a signor.
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When I try to sign on to Online Banking I receive an error message saying that I had an invalid login attempt. What happened?
It is possible that you have entered your username and/or password incorrectly. The password is case sensitive, so we recommend that you verify that your Caps Lock button is either on or off, depending on how you initially entered it, and that you have typed the password correctly. Also, when entering your username, make sure you do not include the dashes or spaces. If you still are unable to access your account information, call the Johnson Customer Support Center at 888-769-3796. Specialists are available Monday through Friday from 8:00 a.m. to 7:00 p.m. and Saturday from 8:00 a.m. to 1:00 p.m. (CST).
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Why do I see a "0" in the balance column of my Account History Screen when I make a transfer or when today's transactions appear?
Balances are pending until all transactions are processed at the end of each business day. You will see updated balances the following business day. The real-time balance is reflected at the top of the screen under account balance.
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Why do I receive the message TRANSFER RELATIONSHIP NOT AVAILABLE when trying to make a transfer?
This message indicates that the link between the accounts has not been established. Please contact the Johnson Customer Support Center at 888-769-3796. Specialists are available Monday through Friday from 8:00 a.m. to 7:00 p.m. and Saturday from 8:00 a.m. to 1:00 p.m. (CST) or visit your local branch to sign the agreement.
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I cannot successfully send an email using the "E-mail" link. Why is this?
It is likely that your browser is not configured to use this feature. Please use your normal e-mail software or service to send your message to jcsc@johnsonbank.com. PLEASE DO NOT INCLUDE ACCOUNT NUMBERS OR CONFIDENTIAL INFORMATION.
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Can I transfer funds from my Home Equity, Premier Line of Credit or Classic Line of Credit to my checking or savings account?
Yes, you can. In order to transfer from your Line of Credit, an authorization form will need to be signed. Please contact your Personal Banker or the Johnson Customer Support Center at 888-769-3796. Specialists are available Monday through Friday from 8:00 a.m. to 7:00 p.m. (CST) and Saturday from 8:00 a.m. to 1:00 p.m. (CST).
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Can I view and print check images through Online Banking?
Yes, simply pull up your account history and click on the check number link to view the check image. To print, use the print icon on your tool bar. If the paper check you wrote was converted to an electronic check by the payee or their processor, an image will not be available.
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Can I download or save check images?
Yes, right click on the check image and choose "Save Picture As".
**Please be aware that images saved on a PC or emailed are generally not secure.**
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How do I register for Bill Payment through Johnson Online Banking?
You may register for Bill Payment Online by selecting the Bill Payment icon. First, you will be requested to read and accept Johnson Bank’s authorization disclosure. Failure to accept the disclosure terms prevents the registration process from proceeding. After the disclosure is agreed to, you will be prompted to complete the online registration form. After submission, the registration form is electronically forwarded to Johnson Bank for review. This process will take 3-5 business days. If you try to enter Bill Payment during the application-processing period, you will be shown a page requesting that you wait for the acceptance notification.
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When can I start using Bill Payment?
After enrolling for Bill Payment you will receive three (3) e-mails. The first confirms receipt of your application. The second confirms your approval status. And, the third notifies you that your account has been activated and you can begin using Bill Payment.
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Can I place a stop payment on a bill payment check through Johnson Online Banking?
No, at this time this feature is not available. To make a stop payment, contact a Customer Support Specialist at 888-769-3796. If you wish to cancel a recurring payment, you may do so using the Johnson Online product through the Pending Payment screen. Remember this must be done at least 24 hours before the payment is to process.
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How are my bills actually paid?
Johnson Online Banking transmits all
your bill pay requests to our bill payment service around 8:00 p.m. CST
each day, Monday through Friday. The next business day your payment is
sent. Typically the funds are deducted from your account within two
business days following transmission of payment.
Be certain to review your bills carefully for the correct address. Many
companies direct you to an address other than what is listed on the
envelope when using alternative delivery means. If it is an electronic
payee, the system may reflect a different address than your bill. Please
do not change this as the system automatically updates addresses for
electronic payees.
Please remember that the transmit date is not the day your payee will
receive your payment. It is the day the bill payment process begins. The
payment must still be processed and sent electronically or by check
through the mail. Johnson Online Banking transmits bill payments Monday
through Friday so PLAN AHEAD and remember weekends and holidays. Allow 3
business days for companies to receive payments sent electronically, and
5 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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Is there a dollar limit per payment sent through Online Banking?
Yes, the maximum dollar amount per payment is $9,999.99.
Is there a maximum dollar amount per day for all combined payments through Johnson Online Banking?
Yes, the maximum amount per day for all combined payments is $19,999.99.
Can I make a payment to a government agency through Online Banking?
Yes, you can make a payment to government agencies. The following are examples of government agencies included:
- Municipalities
- Student Loans
- Court-ordered Payments
- City, State, and Federal Taxes
Although we offer this payment option, keep in mind that Johnson Bank has limited ability to research any problems with a payment 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 government forms.
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Can I make a payment to my Home Equity, Premier, or Classic Line of Credit Account through Johnson Online Banking?
Yes, you can make a payment to your Line of Credit through Online Banking in two ways. Keep in mind, if you make a payment within 10 days prior to your due date the funds will be applied to your scheduled payment amount. If you make a payment after your due date, the funds will be applied directly to your principal balance as long as your scheduled payment has been satisfied.
- If you have signed the agreement to allow transfers from your Checking or Savings to your Line of Credit Account, you may transfer directly to your line using the transfer feature.
- You may set up a payment to Johnson Bank using the address on your statement and Line of Credit Account number. Your payment will be made electronically to Johnson Bank.
Keep in mind that these payments will be in addition to the automatic payment that comes from your checking account each month.
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Can I make an additional principal payment to my loan accounts?
No, any additional payments made to your loan will be distributed to both principal and interest. You may call the Customer Support Center or go to the nearest branch and request a principal only payment.
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What if I need a copy of a check submitted by Johnson Online Banking?
Contact the Johnson Customer Support Center at 888-769-3796. Specialists are available Monday through Friday from 8:00 a.m. to 7:00 p.m. (CST) and Saturday from 8:00 a.m. to 1:00 p.m. (CST). If you need a check copy from your regular paper checkbook, you may use the Secure Forms feature of Johnson Online Banking and submit your request electronically.
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Can I make a payment to a business or person outside of the United States?
No, payments can only be sent within the United States.
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What are the bill payment non-processing days for 2008?
New Year's Day, January 1st
Birthday of Martin Luther King, Jr., January 21st
President's Day, February 18th
Memorial Day, May 26th
Independence Day, July 4th
Labor Day, September 1st
Columbus Day, October 13th
Veterans Day, November 11th
Thanksgiving Day, November 27th
Christmas Day, December 25th
Please take these dates into account when scheduling payments as they
are not bill payment processing days. When scheduling payments allow three
business days for companies to receive payments sent electronically, and five business days for payments sent by check. You will see the method of
payment displayed on the Payee or Schedule Payments screen.
Please refer to the Help icon within the Bill Payment feature for additional detailed frequently asked Questions and Answers.
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