Skip to content


Mobile Banking FAQs

Q. If I get a new replacement smartphone, how do I begin using the service again?

A. Just download the app to your new smartphone and log in with your current user ID and password. You can then set your controls and alert preferences.

Q. I received a new card number. Will it be automatically updated in the app?

A. You will have to add the new account to the app. This can be done by going to Manage Account and adding the card. Be sure to “unmanage” the old card.

Q. How long will my transaction history display?

A. The last 50 transactions will display in the app for 30 calendar days.

Q. My pending purchase is showing more than I paid. Why?

A. Some merchants send pre-authorizations at higher amounts to test the card’s validity. For example, a $25 gas purchase might display as a larger dollar amount. Pre-authorizations are common at the pump, for a hotel stay, or for a car rental. Even though the charge is listed in the app for more, it will clear your account for the correct amount.

Q. I only want to manage one of my cards, but they’re all being displayed.

A. To select the card(s) you wish to manage, go to Settings and choose Manage Cards. Then uncheck the card or cards you don’t want to manage. Once a card is unmanaged, controls and alerts cannot be set for that card.

Q. How do I access the menu or log out?

A. Press the icon that shows three stacked lines to reach the menu. This icon is usually found in the top right corner.

Q. How do I get more information about the features and functionality of the app?

A. Detailed information can be found throughout the app. Help can be found at the bottom of the login page and is listed in the menu. On specific pages such as the My Location page, tapping the “i” next to My Regions will open a window with detailed information on how the control works.

Q. What if my smartphone is stolen? How secure is the app?

A. The app requires a password to access account information. Also, there is no personal information stored on the smartphone. The app only displays the last four digits of your card number.

Q. Will SecurLOCK impact other transactions like credits, deposits, or non-POS payments, such as checks?

A. No.

PEOPLE PAY

Q: Do recipients need to be a customer of John Marshall Bank?

No. If the person you’re sending money to is not registered with John Marshal Bank People Pay, they will receive an e-mail or text inviting them to claim the money. The recipient will then use a secure web site to enter their information and claim their money. It’s fast and easy, much faster than waiting for cash or waiting to receive and cash a check.

Q: How does a recipient claim money when they get an e-mail or text message payment?

After entering in their contact information and claim code, they can request money to be sent to their bank account or via PayPal™.

Q: Are there transaction limits?

Yes, there are payment limits of $1,000 per transaction as well as daily transaction limits of $2,000. Transactions are limited to funds available in your account at the time of collection.

APPLE PAY

Q: Does John Marshall Bank support Apple Pay?

Yes. Customers can now add John Marshall Bank Visa® consumer and small business debit and credit cards to Apple Pay.

Q: How do I add my John Marshall Bank card to Apple Pay?

John Marshall Bank customers using Apple Pay on an iPhone 6, iPhone 6s, iPhone 6 Plus, iPhone 6s Plus, iPhone Se, iPad Air 2 or iPad Mini 3 will use the Wallet app (formerly the Passbook app) to add and manage their credit and debit cards. John Marshall Bank customers using Apple Pay on the Apple Watch with a paired iPhone 6, iPhone 6s, iPhone 6 Plus, iPhone 6s Plus, iPhone Se, iPhone 5, iPhone 5s or iPhone 5c will instead use the Apple Watch app to add and manage their cards. A maximum of 8 credit or debit cards can be added to Apple Pay on each eligible device.

To add your first card to Apple Pay on an iPhone 6, iPhone 6s, iPhone 6 Plus, iPhone 6s Plus, iPhone Se, iPad Air 2 or iPad Mini 3, you will open the Wallet app and select the “Add Credit or Debit Card” option. If you already have a John Marshall Bank debit or credit card on file with iTunes, you can add it to Apple Pay as your first card simply by entering the security code on the back of your card when prompted. To add a new or second John Marshall Bank card to Apple Pay, use the device camera to capture your card information or type it in manually. Once verified with John Marshall Bank, your debit or credit card will be ready to use for Apple Pay on your eligible device.

To add your first card to Apple Pay on the Apple Watch, you will open the Apple Watch App on your paired iPhone 6, iPhone 6s, iPhone 6 Plus, iPhone 6s Plus, iPhone Se, iPhone 5, iPhone 5s or iPhone 5c and select the “Wallet & Apple Pay” option. If you already have a John Marshall Bank debit or credit card on file with iTunes, you can add it to Apple Pay as your first card simply by entering the security code on the back of your card when prompted. To add a new or second John Marshall Bank card to Apple Pay, use the device camera to capture your card information or type it in manually. Once veri ed with John Marshall Bank, your debit or credit card will be ready to use with Apple Pay on your Apple Watch.

Please note that if you wish to use the same John Marshall Bank credit or debit card on both your Apple Watch and iPhone 6, iPhone 6s, iPhone 6 Plus, iPhone 6s Plus or iPhone Se, you must add the card twice — once to the Wallet app using the first method listed above for the phone, and once to the Apple Watch app as described here for the Apple Watch. Cards added in one Apple Pay management app are not automatically transferred between paired devices.

Q: How is my information protected when using Apple Pay?

When you enroll your card in Apple Pay, a unique device account number is assigned, encrypted, and stored on a dedicated chip on your eligible iPhone, iPad or Apple Watch. When you make a purchase, the device account number along with a dynamic, transaction-specific security code is used to process your payment. This means that your actual credit or debit card number is never shared with merchants or transmitted with the payment.

Q: Do I need to verify my card with John Marshall Bank when I add it to Apple Pay?

For security purposes, we may ask you to call John Marshall Bank to verify your card when adding it to Apple Pay. This is done to confirm your identity and protect your personal information.

Q: What should I do when I receive a replacement card?

When a John Marshall Bank credit or debit card enrolled in Apple Pay expires or is replaced due to loss, theft, fraud or chip card upgrade, John Marshall Bank will automatically update your card information in Apple Pay within two (2) business days from when your replacement card is activated. To update Apple Pay immediately and not wait the two (2) business days for the automatic update, manually remove the existing card and add the new card to the Wallet app.

When a John Marshall Bank card enrolled in Apple Pay expires or is replaced due to loss, theft, fraud or chip card upgrade, you will need to manually delete your existing card information and enroll your new card in Apple Pay using either the device camera or by typing in the card information.

Q: Can I add my John Marshall Bank debit & credit cards to Apple Pay on multiple devices?

Yes, you can add multiple John Marshall Bank debit and credit cards to Apple Pay on multiple compatible devices.

Q: How do I remove a card from Apple Pay?

To remove a card from Apple Pay, simply select the card in Wallet or in the Apple Watch app and click on the “i” (info) icon in the bottom corner to view the back of the card. Scroll to the bottom to find the ‘remove card’ option. After deleting, you can re-add this card to Apple Pay at any time.