Online Banking FAQs | Online Statement FAQs | Bill Payment FAQs
Online Banking FAQs
Q: What is Online Banking?
A: Online Banking is a tool that allows you to use a personal computer with an Internet connection to conduct banking transactions on all of your accounts.
Q: How much does Online Banking cost?
A: Online Banking is FREE.
Q: Where can I login to Online Banking from the website?
A: You can login right from JDCU's Home page, or from the top of any page. Enter your JDCU ID Number and Password and select enter. If this is your first time logging in to Online Banking, enter your CALL24 Phone Access PIN as your password. If you do not know your CALL24 PIN, contact a Member Service Representative at 978-452-5001.
Q: Is there a demo available for me to try?
A: Yes, simply go to the top of any page and click on Demo
Q: What can I do with Online Banking?
A: You can view account balances and transaction history, transfer money to eligible savings and loans, schedule future and recurring transfers, send yourself Alerts, view check images, reorder checks, download transactions and much more. Check out the Online Banking Demo to see all the features of JDCU's Online Banking.
Q: Can I transfer money to other member’s accounts?
A: Yes. You must complete our Cross Account Transfer Authorization Form to establish this functionality. This will allow you the ability to transfer to (i.e. deposit) the other member’s account(s). You will not have access to their balance or other personal information. Simply call the Member Service Center at (978) 452-5001 or (877) 604-5328 (out of state).
Q: When is Online Banking available for use?
A: Online Banking is available 24 hours a day, 7 days a week.
Q: How current is my banking information?
A: Your banking information is in real time and updated every business day with new account transactions.
Q: How do I discontinue the Online Banking service?
A: Simply email or call the Member Service Center at (978) 452-5001 or (877) 604-5328 and speak to a Representative for assistance. If you have Bill Payment through Online Banking, you will have to discontinue that service as well.
Q: Can I make a principal-only payment on my loan?
A: Yes. Simply select the appropriate Overpayment Option from the Transfer screen.
Q: Is it safe to access my accounts?
A: Yes. We employ a number of industry-accepted security practices, including firewalls and encryption, to safeguard the privacy of your personal information. Learn more.
Q: What is required to use Online Banking?
A: If you’re an existing member you can login immediately using your JDCU ID Number as your User ID and your current CALL24 Phone Access PIN. You simply need a computer with Internet access that has a secure browser of 128 bit encryption. If you do not know your CALL24 PIN, please contact our Member Service Center at 978-452-5001.
Q: What are the recommended Operating Systems for Online Banking?
A: Visit our Online Help Index for a complete list.
Q: What are the recommended browsers for Online Banking?
A: Visit our Online Help Index for a complete list.
Q: How do I determine my browser and version?
A: Visit our Online Help Index.
Q: How can I download the latest versions of Internet Explorer® or Netscape®?
A: To download the latest versions, click on the appropriate browser: Internet Explorer; Netscape.
Q: How much account information can I view at once?
A: The system will automatically show the current month's transactions and information. However, by selecting "User Options", you can change the default history date range to view the current month and the previous month. Or, you can choose to view your account from the current date to same date of the previous month.
Q: How far back can I view my account history?
A: You can view your account history for the past two years with Online Banking.
Q: Can I view my account details in more than one way?
A: Yes, you can view your accounts by date, check number, payee, amount or balance in ascending or descending order by clicking on the triangles at the heading of each column.
Q: Can I search my account history for a specific transaction or group of transactions?
A: Yes. The search feature will allow you to locate a specific transaction or group of transactions. You must at least specify a date or date range to facilitate a successful search.
Q: Can I schedule transfers for a future date?
A: Yes. You can schedule single or recurring transfers for a future date.
Q: What is a Scheduled Transfer?
A: Scheduled Transfers is a feature within Online Banking that allows you to schedule transfers for a future date. You can schedule a one-time transfer or a recurring transfer to and/or from all eligible checking, savings, money market, loan account or other eligible accounts. You can also edit and delete these transfers.
Q: How do I create a Scheduled Transfer?
A: Simply login to Online Banking, click on the Account Access icon, and then select Scheduled Transfers. Select the amount of transfer, FROM account, TO account, Start Date, Frequency of Transfer (weekly, monthly, twice monthly, one-time), the Number of Transactions, Email Address to send your notifications to and your custom Email Message. Then, click Save Transfer and Confirm Transfer. Reminder: Please provide details about your transaction in your email message; however do not include Account Numbers, Social Security Numbers, or other confidential information in your message.
Q: How do I edit a Scheduled Transfer?
A: To edit a scheduled transfer, simply select the Edit hyperlink in the action column next to the transfer you would like to edit, make your changes and click on the Save Transfer button.
Q: How do I delete a Scheduled Transfer?
A: To delete a scheduled transfer, simply select the Delete hyperlink in the action column next to the transfer you would like to delete. A confirmation page will appear for you to review, and then select Delete.
Q: Can I view a list of my existing Scheduled Transfers?
A: Yes. Simply login to Online Banking, click on the Account Access icon then Scheduled Transfers. A summary page will display a list of all existing scheduled transfers. You can also edit or delete existing transfers from this summary page.
Q: What will happen if I schedule a transfer for the 31st of every month and there are less than 31 days?
A: The transfer will take place on the last day of the month.
Q: How many transfers can I schedule?
A: You can schedule up to 9,999 transfers. However, Regulation D limits you to a total of six (6) transfers or withdrawals from your savings account per calendar month to another account or to a third party by means of a preauthorized or automatic transfer, which includes Online Banking. For complete details, view the Electronic Transfers section of our Disclosures page.
Q: How will I know when a Scheduled Transfer has been completed?
A: If you entered an ‘Email Notification To’ email address when you created your scheduled transfer, a notification email will be sent to that email address once the transfer has been completed. You can also view completed transfers within your account history. Simply login to Online Banking, click on the Account Access icon, then click on the Account Title (i.e. Statement Savings) to view that accounts history.
Q: How will I know if a Scheduled Transfer has not been completed?
A: If you entered an Email Notification To email address when you created your scheduled transfer, a failed transfer notification email will be sent to that email address. A transfer may not be completed if you did not have the funds in your Transfer From account, if you have reached your Regulation D limit, etc. You can also view the status of a failed transfer by viewing the Scheduled Transfer’s summary page. If a Scheduled Transfer has failed, simply click on the Unsuccessful link for that Scheduled Transfer and the failed transfer error message will appear.
Q: Can I create Alerts to notify me when certain events / transactions occur on my account(s)?
A: Yes. You can set certain criteria for email messages to be sent to you.
Q: What is an Alert?
A: Alerts allow you to set criteria for email messages to be sent alerting you of balance levels, cleared checks, maturity dates, loan payment due dates, etc. The following alerts can be created:
Q: How do I create an Alert?
A: Simply login to Online Banking, click on the Account Access icon, then click on Alerts. Select which Alert you would like to create from the dropdown list and click ADD. After selecting your Alert criteria, click on the Save Notification button. For example, when creating a Balance Alert; select the balance amount, greater than or less than comparison, notification email address, notification email message and click on ‘Save Notification’. *Note: Only one email address can be entered in the Email To: field and the Email Message: text box is limited to 255 characters. Reminder: Please provide details about your transaction in your email message; however do not include Account Numbers, Social Security Numbers, or other confidential information in your message.
Q: How do I edit an Alert?
A: To edit an existing alert, simply select the Edit hyperlink in the Action column next to the Alert you would like to edit, make your changes and select Save Alert.
Q: How do I change my email address on an existing Alert?
A: To change your email address on an existing alert, simply select the Edit hyperlink in the Action column next to the Alert you would like to edit, change your email address and select Save Alert.
Q: How do I delete an Alert?
A: To delete an existing alert, simply select the Delete hyperlink in the Action column next to the Alert you would like to edit. A confirmation screen will appear. Click on the Delete button and your alert will be deleted.
Q: Can I view a list of my existing Alerts?
A: Yes. Simply login to Online Banking, click on the Account Access icon then Alerts. A summary page will display a list of all existing Alerts including their Account Number, Account Description, Notification Type, Criteria for Alert and Email Address. You can also edit or delete existing alerts from this summary page.
Q: Can I create multiple Alerts at one time?
A: Yes. Simply click on the Alerts Using Express Setup hyperlink below the Add New dropdown menu selection. You will then be able to create multiple alerts for balance levels, payments due, personal reminders, maturity dates, cleared checks, etc.
Q: Is there a limit to how many Alerts I can create?
A: No. There are no limitations on the amount of Alerts you can create.
Q: Will I be able to view past Alerts?
A: Yes. A list of all Alerts scheduled within the past 30 days will be available on the Alert summary page.
Q: What formats can I download my transaction history in?
A: Online Banking supports downloads to Quicken? 2003 or earlier, MS Money? Money, or as a comma-delimited text file.
Q: How do I export account data?
A: To export your account data, follow the steps below:
Q: What options do I have to personalize my Online Banking with User Options?
A: You can personalize your experience with the following options:
Online Statement FAQs
Q: What are Online Statements?
A: Online Statements are a secure way for you to access your statements electronically by logging into your Online Banking Account. You can view, print and save your Online Statements at your convenience.
Q: Is there a fee for Online Statements?
A: Online Statements are a FREE service provided by JDCU.
Q: Will I still receive my check copies with my Online Statements?
A: You will no longer receive the paper check copies via postal mail. However, you will still be able to view your check images, front and back, within Online Banking.
Q: Will the statement cycle for Online Statements be the same as it is for paper statements?
A: Yes. Plus, your statements(s) will be available online 3-4 days sooner than receiving them via regular postal mail.
Q: Are Passbook Savings accounts eligible to receive Online Statements?
A: No. If you would like to receive an Online Statement you can switch your Passbook Savings to a Statement Savings. You are then eligible to enroll in Online Statement service.
Q: If I enroll in Online Statements, will I continue to receive a paper statement copy via U.S. Mail?
A: No. Your choice of statement delivery (paper or Online Statements) that is recorded on our system will be the only method of delivery for that month's statement. Therefore, once you've signed up for Online Statements you will no longer receive a paper statement.
Q: How do I enroll for Online Statements?
A: Simply login to Online Banking, click the Account Access icon, then the Online Statements icon. You will need to accept the Online Statement User Agreement (just once) before you can access Online Statements. This will enroll all of the accounts in which you are the primary owner (i.e. tax select owner) of under your JDCU ID Number.
Q: Will I be notified when my Online Statement is available?
A: Yes. You will receive an email notification at the registered email address you’ve entered in Online Banking when your statement is available.
Q: How do I notify the Credit Union of my new email address?
A: Simply login to Online Banking and click on the User Options icon. Choose E-mail Address from the user options list.
Q: How do I access my Online Statement?
A: Simply login to Online Banking, click the Account Access icon, then the Online Statements icon. You can view, save or print the (6) most recent statements anytime.
Q: Will my Online Statement be available within Online Banking if for some reason I did not receive my email notification?
A: Yes, if you did not receive an email notification your current statement(s) will still be available online by selecting the Online Statements icon within Online Banking. However, please update your email address under the User Options feature and book to ensure delivery to your inbox, not bulk or junk folders; add eServiceCenter@jdcu.com to your address book. This will prevent Spam Blockers or Email Filters from blocking the receipt of your Online Statement email reminders.
Q: What do I need to view my Online Statement?
A: You will need the most current version of Adobe Acrobat Reader to view your Online Statements. Note: You may experience printing issues if previous versions are used.
Q: What if I do not have Adobe Acrobat Reader?
A: Adobe Acrobat Reader is free software that you can download from your Online Statements page or click here to download it now.
Q: How do I save my Online Statement?
A: Using the Adobe Acrobat Reader toolbar, click on the diskette icon. You will then be asked where on your computer you would like to save your statement.
Q: How do I print my Online Statement?
A: Using the Adobe Acrobat Reader toolbar, click on the printer icon. You can print the entire statement or just a particular page.
Q: How many months of statements are available via Online Statements?
A: Your statement will become available in Online Banking incrementally each month after you register for the Online Statement service. Statements will be available for six months. If you wish to retain them longer, you should save them to your computer or backup device sometime during the six months.
Q: Is my statement secure and safe?
A: Yes. Your Online Statement is stored behind Online Banking which is protected by firewalls and encryption codes. We have chosen a very secure system in order to keep your private information safe. By reducing the amount of paper mail, you’re actually reducing your chances of becoming a victim of ID theft. Click here for more information on our Online Banking security practices.
Q: What if I want to cancel Online Statements?
A: Please contact our Member Service Center at (978) 452-5001 or send us a Secure Email Form. To access a Secure Email Form, simply login to your Online Banking Account and select the Online Forms icon.
Q: What if I forgot my Online Banking password?
A: If you’ve enrolled in our free Forgotten Password Feature by answering challenge questions, simply select the Password Reset link from the Online Banking login and follow the instructions. If you are not enrolled in this service, please contact our Member Service Center at (978) 452-5001 and a representative will assist you.
How do I make a payment to any payee?
Can I pay bills with my credit card?
Can I pay bills from my savings account?
Who authorizes payments?
Can my bills be paid automatically?
Can I use my regular checkbook?
How will I know when a payment has been sent?
Do I have to pay the entire bill amount?
Where is my payment sent?
How are payments issued?
When are checks issued to my payees?
When are electronic payments sent to my payees?
How do I cancel a payment?
When will an authorized payment be debited (withdrawn) from my account?
Are there any payments I can't issue?
What happens if I do not have enough money in my checking account to cover a bill?
Can I pay multiple bills?
Can I pay all of the bills in my Incoming Bills section at one time?
What happens if a bill is paid late?
What options do I have for scheduling recurring payments?
What is a filed bill?
Q: How do I make a payment to any payee?
A: Select
Payments, Make Payments -
this page lists all of your payees. Enter the amount you want
to pay to each payee and when you want your payment to be sent
and click Make payments. Once payments have
been entered, you will be provided a confirmation list of the
payees you've paid, including a summary of your payment
details. If you have more than 40 payees, you will be asked to
select the payees first before continuing to Make Payments.
Q: Can I pay bills with my credit
card?
A: No, Bill Payment only
accepts payments from checking (demand deposit) accounts.
Q: Can I pay bills from my savings
account? Q: Who authorizes payments?
A: No, Bill Payment only
accepts payments from checking (demand deposit) accounts.
Q: Can my bills be paid
automatically?
A: Yes. There are two
ways that you can schedule payments automatically: Automatic
Payments and Recurring Payments. Each is used in different
circumstances.
Q: Can I use my regular checkbook?
A: Yes. We do not replace
your checkbook. You can continue to write paper checks as you
normally would if you so choose.
Q: How will I know when a payment has
been sent?
A: Select
Reports, the Reports page appears. From the
Select a different report to view dropdown
list, select the appropriate report and click Create a
report. You can also create a new report or edit an
existing report.
Q: Do I have to pay the entire bill
amount?
A: No. You decide the
amount you want to pay towards each bill. As an added feature,
you can use the Personal Notes tool to attach
reminders to your bill indicating the reason the entire amount
was not paid (dispute with the payee, etc.).
Q: Where is my payment sent?
A: Your payment is sent
to the address you provided for each of your payees except for
cases where our Bill Payment provider has a special
relationship with a payee, and they have a preferred address to
which they want payments to be sent.
Q: How are payments issued?
A: Only you can authorize
payments. You tell us who, when, and how much to pay. Payments
are issued electronically or via paper checks, depending on the
payee's capabilities. 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: When are checks issued to my
payees?
A: Some payees do not
currently accept electronic payments. Therefore, we recommend
that you set the Send On date at
least 5 business days in advance of your bill
due date.
For Example:
If your payment is due
to the payee on the 15th of the month and you set the payment
date in advance as the 10th, your check will be mailed to your
payee via first class mail. The money will be deducted
from your account within 1-2 days of the Send On date
you provide.
If you wait until the 10th to set the payment to go out, you
must authorize your payment before 9 PM Eastern. (If you
schedule the payment after 9 PM Eastern, your payment will be
issued the following morning.)
Q: When are electronic payments sent to
my payees?
A: For payees who can
accept Electronic Funds Transfers (EFTs), we recommend that you
set the Send On date at least
3 business days in advance of the due date. If
you authorize payment in advance, your EFT will be sent after
9:00 PM Eastern on the day you designated for the payment to be
sent. To have an EFT issued on the same day you authorize
payment, you must authorize the transaction by 9:00 PM Eastern.
Please note that some EFT transactions may clear your account
the same day they are issued. Be sure your account is
funded in advance to avoid bounced payments.
Q: How do I cancel a payment?
A: To cancel a payment,
click on the Cancel link in your
Pending Payments section. You can choose to
cancel a payment up until 9:00 PM Eastern on the night prior to
the date you scheduled the payment to be sent. For example, if
you have designated that your payment should be sent out on the
10th, you can cancel the payment up until 9:00 PM Eastern on
the 9th. You cannot cancel a payment on the designated day a
payment is to be sent.
Cancel Confirmation Screen - Select OK to Cancel
Q: When will an authorized payment be
debited (withdrawn) from my account?
A: If the payee is being
paid with either a paper check or an electronic payment, the
amount of the payment will be deducted from your account within
2 business days of your Send On date
(the payment processing date). Please note that some
electronic payment transactions (EFTs) may clear your account
the same day they are issued. Be sure your account is
funded in advance to avoid bounced payments.
Q: Are there any payments I can't
issue?
A: Due to legal
requirements, we limit the ability to make certain types of
payments. Payments to payees outside of the United States are
prohibited and may not be issued under any circumstances. In
addition, the following payments are discouraged, but may be
scheduled at your own risk:
Our bill payment provider will not notify you if you attempt to make any of these payments and they will not be liable if they do not make a prohibited or discouraged payment that you've scheduled.
Q: What happens if I do not have enough
money in my checking account to cover a bill?
A: We issue standard,
approved payments against your checking account. Just as with a
paper check, you have to maintain sufficient funds in the
account to cover all payment obligations. We are unable to
notify you if you have insufficient funds. Please note that you
may be charged an NSF fee for payments
that are returned for insufficient funds.
Q: Can I pay multiple bills?
A: Yes, when you click
the Make Payments link (located under
Payments), you will see all of your Payees and
your most recent payment. On that screen you can enter the
payment amount and the date the payment should be sent. Once
you've entered all the information, just click Make
Payments at the bottom of the screen and your payments
are scheduled.
Q: Can I pay all of the bills in my
Incoming Bills section at one time?
A: Yes. You can pay
multiple bills simultaneously from your Incoming
Bills (located under Payments, Bills &
Payments) section using the Select all
bills link. When you click Select all bills, the boxes
next to each bill will be checked. Just enter the amount you
want to pay and when you click Continue
payment your payments will appear in the
Pending Payments section, just as if you'd
entered them one at a time.
Q: What happens if a bill is paid
late?
A: Your payments are
issued automatically on the exact date that you specify. It is
important to realize that not all Payees accept electronic
payments. In such cases, we will issue a paper check and you
should select a Send On date that is
at least 5 business days before a bill due
date. This will allow a paper check issued on your behalf to
arrive at your payee on time. For payees that accept electronic
payments (Electronic Funds Transfers), you should schedule the
payment 3 business days in advance of the due
date. However, you should be sure that your checking account is
funded on the day you issue payment, as some EFT payments are
posted to your payee's account on the same day.
Q: What options do I have for scheduling
recurring payments?
A: You have the following
options:
Q: What is a filed bill?
A: A filed bill is one
that you do not want to pay through your Bill Pay, but want to
save for your records. For example, a bill with a zero balance
or a bill that no longer needs to be paid. Once you file a
bill, it is permanently removed from your Bill Inbox and cannot
be paid.