Q. What are the restrictions on the type of mobile devices that can be used to access accounts?
A. Our mobile web solution is phone device agnostic. It works with any web-enabled mobile phone device whose network allows secure SSL traffic.
Q. What functions can I perform from my mobile device?
A. Mobile web banking allows you to:
- View transactions
- View account balances
- Transfer funds between accounts
- Pay bills
- View alerts
- Find locations and ATMs
- Deposit checks (using the mobile app)
Q. How do I know if my transfer or bill payment was entered successfully?
A. If you have selected to receive text alerts, each time you make a transfer or bill payment, a confirmation SMS Text Message is sent to your mobile device. If you do not receive a confirmation text message, double check to make sure the transaction went through by logging in to online banking.
Q. What if I no longer want to be a mobile web user?
A. Log in to Online Banking > Select Settings > Mobile Settings > Deselect Activate Mobile Banking Access > Click Agree.
Q. What happens if I lose my mobile device?
A. Even though account information is not stored on your device, it’s wise to suspend mobile banking access to your accounts. Log in to Online Banking from any computer, navigate to the Settings > Mobile Settings page and uncheck the web access option. Or, call us at 866.902.5662 for assistance. When you replace your device, simply update your Mobile Settings again and make any changes to the wireless provider and/or phone number information necessary.
Q. Why can’t I add a new payee?
A. Functionality is limited to sending payments to already established payees. To add a new payee, log in to the online banking site, select Bill Payment, and add a new payee. You can then submit payments to that payee via your mobile device.
Q. What happens if I lose communication/signal during a transaction?
A. When you complete a transaction from your mobile device (bill payment, funds transfer, etc.) you will receive an SMS Text Message as confirmation that the transaction was successful. If you do not receive this message due to a dropped call or lost signal, check your accounts and re-submit any transactions that did not process.
Q. What do I need to do if I get a new phone?
A. If you simply get a new phone, but are using the same phone number and provider, no changes on your part are necessary. If you switch providers and/or phone numbers, log in to your online bank account via the Internet and update your information on the Settings > Mobile Settings page. You will not receive SMS Text Messages regarding Mobile Banking transactions if your phone number is not correct.
Q. How can I search for a transaction?
A. You will only be able to view 15 days’ worth of transaction history on your mobile device. There is not a search feature.
Q. Can I use any mobile device to access my accounts?
A. Yes. You can access your accounts via any mobile device that is web-enabled and allows secure SSL traffic. The only difference is that SMS text messages will be sent to the phone number entered when enrolling for mobile banking, not necessarily the device from which you perform a transaction.
Q. Can I add a new Bill Payment Payee via mobile banking?
A. No. You can only add payments to payees already established through your traditional internet-based Online Banking ID.
Q. How do I delete a Bill Payment that I set up through my mobile device?
A. You must log in to the internet-based Online Banking ID and delete the payment from the main menu of the Bill Pay section.
Q. When I try to enter an amount for a bill payment or transfer, I can’t enter any numbers, only letters. Why?
A. Check your phone’s settings to make sure you don’t have Alpha-only enabled on the keypad.
Q. What if I can’t get my mobile device to work with online banking?
A. There are a number of reasons that you may experience trouble accessing the mobile version of internet banking on your phone. To use the mobile version, your phone needs to meet the following minimum requirements:
- Your mobile device must be web-enabled.
- Your mobile network must allow secure SSL traffic. (You may need to contact your mobile provider to determine this.)
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