Online Banking FAQ

Online Banking FAQ

• How do I unlock/reset my Online Banking password?

  If you are locked out of online banking, simply following these steps:

  1. Click on Forgot Password in the login box
  

  • Enter your Account Number or User ID and Random Captcha Security Code
  • Click "Log In"

  2. Click "Forgot Password" which takes you to an instruction box

  
  3. Click "Go To Password Reset"
  
  4. Enter the required information
  
  5. *Click "Submit"
  
  6. Upon submitting the form successfully, a temporary password will be sent to your email address on file.
  
  7. You will be prompted to change the Temporary Password.
  
  8. Note that Passwords must contain 3 of the 4 criteria:Upper Case Letter, Lower Case Letter, Number or Special Character (excluding the ~). You cannot use one of your last 3 Passwords.
  

  *The information you enter must match our records. 

• What functions are available through Online Banking Account Access?

  You can conduct transfers, view transactions, verify cleared checks, view account history, receive online statements, make check withdrawals, make deposits (via DeposZip), pay bills electronically via online Bill Payment, access MoneyDesktop, apply for loans, and much more.

• How can I find my account number within Online Banking?

  There are several ways to find your account number within Online Banking. You can go to:

  • Online Services > E-Statements (or by viewing your paper statements)
  • Accounts > Export Activity (this puts the account number on the top of the file
  • Online Services > Check Request – displays account number
  • Online Services > Check Copy – displays account number.

• When will Internet Branch transactions be posted?

  The Internet Branch system is online and real time. Your account will be updated as soon as you complete the transaction. If you complete a transaction after normal business hours and try to view account history, you may need to change the reference date at the bottom to the next business day.

• May I download information to my financial management software?

  Exports are available through Quickens Direct Connect feature, but must be conducted through your Quicken software by choosing "Online" from the file menu and clicking on "Participating Financial Intuitions," then following the directions (please see Quicken software directions for full details). The Internet Branch allows downloading to older versions of Quicken. Click on "Export" after you click "Account Access." .QIF format downloads for importing checking, savings, and loan data would no longer be permitted in the 2004/2005 versions.
  
  Note: JHFCU offers an online financial tool, Money Desktop, which is free to use within online banking.

• Could you give me information about exporting files?

  The Export service allows you to download your account information into a formats for MS Money, Quicken Web Connect, Quick Books Web Connect, and a CSV file format. These formats are compatible with personal financial management (PFM) software packages. Please be sure to select the file format for your PFM product.

• How long is my "transaction history" available?

  Account Access will allow you to span 10 years’ worth of transaction activity.

• How long are check copies available?

  Check copies are available for 1 year. If you need a copy prior to one year, you may request a check copy online or by contacting the Credit Union. Check Copy fees may apply.

• What about security issues? Can other people see my accounts or watch what I'm doing with my transactions?

  We use the best available technology in security, firewalls and encryption. Account Access will only accept three (3) invalid password attempts before locking the account out. As an additional security measure, JHFCU requires a captcha code and Multi Factor Authentication with Questions and Answers, before you are able to access your account. We advise you not to share your password with others, or to keep it in any place readily accessible to others.

• How do I use Quicken Web Connect?To us web connect you will need to do the following to download your information:

  To us web connect you will need to do the following to download your information:

  1. Log into your account
  2. Hover over "accounts" (located in the top menu bar)
  3. Click on "export"
  4. Choose the account you want to export (you will have to do each one separately)
  5. Choose the export format of "Quicken Web Connect"
  6. Click the "Download Data" button

  *Note - We do not support Express Web Connect for security purposes.

• How will I log into my account after registering?

  After you complete your registration, the next time you log in you will use your User ID and Password that was created during the registration process.

• I seem to be entering the captcha code incorrectly, what could I be doing wrong?

  Please make sure you are not entering spaces or using capital letters. At this time captcha is all lowercase, letters/numbers, and has no spaces. If the captcha code is unreadable please hit refresh to obtain a new code.

• Can I make deposits with my mobile device?

  Yes. JHFCU offers mobile deposits for Apple and Android mobile devices. To make deposits, you will have to install our mobile app. For further information please click here.

• Why does my device show as "failed" after successfully registering it?

  Most likely the code entered during registration was not in the correct upper/lowercase format. Try to reregister your device, using a case-sensitive format.

• Where can I see my Escrow?

  To view your Escrow, first log into your account. Under the account summary page, click on your mortgage account, then the "View Escrow History" link on the top of the page.

• I can't view my statements or Bill Pay. What can I do to fix this problem?

  If using Firefox: To allow 3rd party cookies for just Bill Payment (and no other sites/pages), you can add the following URL to your browser's trusted sites: https://billpay.ezbills.com. Another options is to manage cookies for an individual site/page by Right-clicking on the web page, select "View Page Info," then select 'Allow' on the 'Set Cookies' option from the 'Permissions' tab. (This is how it works in Firefox 10, so you may need to upgrade if you don't see these options).
  
  If using a MAC:The current version of Safari (iOS 11/MacOS 10.13) is now attempting to block cross-site tracking. It can be turned off by doing the following:
  
  

  • Mobile browser go to Settings => Safari=>  Prevent Cross-Site Tracking. Turn this option off.
  • Web Browser go to your Browser Settings => Privacy => unclick "Prevent Cross-Site Tracking"

  If using IE: Click on the "compatibility view” option on the right of the address bar (looks like a paper ripped in half). 

• Why am I being asked to accept 3rd party cookies for Bill Payment using Firefox?

  Because Bill Payment is through a company outside of JHFCUs online banking pages, you are asked to accept third party cookies to access it using some browsers, such as Firefox (because you are not accessing the page directly, but through a "secure single sign on"). To allow 3rd party cookies for just Bill Payment (and no other sites/pages), you can add the following URL to your browser's trusted sites: https://billpay.ezbills.com. Another options is to manage cookies for an individual site/page by Right-clicking on the web page, select "View Page Info," then select 'Allow' on the 'Set Cookies' option from the 'Permissions' tab. (This is how it works in Firefox 10, so you may need to upgrade if you don't see these options).

• How do I download JHFCU's mobile app?

  For complete directions on our mobile app please go to our Mobile App page

• I keep getting "time out" messages each time I try to explore my account information.

  You may need to change your timeout session time. To do this, log into your account, click on "User options," then click "Change Your Timeout." Here you can choose to stay logged in for 5-60 minutes per session.

• What are the supported devices and operating systems for Online Banking?

  We support TLS (Transport Layer Security) 1.2.
  
  TLS is a set of rules that provides security between computer applications. If the browser or device trying to access Online Banking/Mobile Banking does not support TLS 1.2 access will be denied. 
  
  Browser Impact

  • Internet Explorer running on systems with operating systems older than Windows 7 will be impacted.   
  • Windows 7 devices running older versions of IE (8, 9, 10) and Windows 8 devices running IE 10 can support TLS 1.2, but don’t by default – users will be required to change browser settings.   
    • Instructions on how to do this can be found here.
  • Windows 10 devices running IE 11 or Edge support TLS 1.2 with no required changes.

  Android Devices OS Impact

  • Android OS versions prior to 4.4.2 do not support TLS 1.2.  – Users will not be able to use their device for Mobile Banking. 

  Test browser capability and TLS FAQs:

  • Test the TLS capability of your browser: https://www.ssllabs.com/ssltest/viewMyClient.html
  • More information regarding compatibility can be found here: https://en.wikipedia.org/wiki/Transport_Layer_Security