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Mobile Banking FAQs

 

General Questions

Is Mobile Banking secure?

Unique Activation Code– We send you a unique activation code to verify your phone number.  This code associates your mobile phone with your account.  This verification also lets you know your mobile phone number has been successfully registered in our system.
Authentication– You are authenticated for every interaction with Mobile Banking.
Encryption– We use 128-bit encryption for all transactions.
Fraud Detection– We incorporate mechanisms such as transaction validation and transaction reconciliation processes to detect fraud.
Auditability– We provide full audit capabilities through event logs and event-based reporting.
No Identifiable Information– We don’t return any personally identifiable information in a text message, such as your full account number, e-mail address, or personal address.  We never ask for or include your user ID or password in any message we send.

Is my personal or financial information stored on my phone?

No.  We don’t save any files with your personal or financial information on your phone.  That information stays strictly within Online Banking. For some phones, such as BlackBerry, we have logo and branding files that we copy to your phone.  Those files do not contain any personally identifiable information.

Are there fees to use Mobile Banking?

We don’t charge fees to access or use Mobile Banking.  You should contact your mobile service carrier for information about fees associated with sending or receiving text messages or accessing the Internet from your mobile phone.
Which accounts can I access in Mobile Banking?

You can access any account you’ve set up in Online Banking.  When you register for Mobile Banking, you can choose which accounts you want to access.

How current is the account and transaction information?

When you view your account balance, you see the current available balance.  When you view transaction history, you see the most recently posted transactions.  We don’t show any pending transactions.

Can I add more than one mobile phone?

Yes.  You can register several mobile phones for Mobile Banking. To add a new phone,  log in to Online Banking – select the “Options” button. Locate the Mobile Banking profile section and click “manage device”. On the My Phones page, select the option “Add New Phone”.

What if my phone number changes?

If your mobile phone number changes, log in to Online Banking – select the “Options” button. Locate the Mobile Banking profile section and click “manage device”. On the My Phones page, select the option “Change my phone number”.

What if my phone is lost or stolen?

If your mobile phone is lost or stolen, no one can access your account without knowing your password, and, in some cases, your unique user name.  To prevent unauthorized access to your account, you can deactivate your phone in Mobile Banking.  Log in to Online Banking – select the “Options” button. Locate the Mobile Banking profile section and click “manage device”. On the My Phones page, select the option “Stop using this phone for Mobile Banking”.

Which phones can I use for Mobile Banking?

We support hundreds of models for these major brands: iPhone, BlackBerry, HTC, LG, Motorola, Nokia, Pantech, Samsung, Sanyo, and Sony Ericsson.  We support phones on a number of different operating systems, including (but not limited to) Android, Blackberry, iOS, Symbian, Windows Mobile, Linux, Palm WebOS, and Maemo.

Which mobile service carriers support Mobile Banking?

Mobile Banking works on all major mobile service carriers in the U.S.: AT&T, Sprint, T-Mobile®, U.S. Cellular®, and Verizon Wireless.  Mobile Banking also works on a number of the smaller service carriers, including (but not limited to) Boost Mobile, Cricket Wireless, Metro PCS, Pioneer Cellular, Union Wireless, and Virgin Mobile USA.

I have a prepaid plan.  Can I use Mobile Banking?

Mobile Banking works with most prepaid plans, but we cannot guarantee that your carrier supports standard U.S. short codes.  T-Mobile prepaid does not support short codes so you won’t be able to use the SMS text message service of Mobile Banking with T-Mobile prepaid.

How do I stop using Mobile Banking on my phone?

To stop using Mobile Banking on your phone, log in to Online Banking – select the “Options” button. Locate the Mobile Banking profile section and click “manage device”. On the My Phones page, select the option “Stop using this phone for Mobile Banking”.

Registration Questions

How do I get started with Mobile Banking?

You can register for Mobile Banking through your Online Banking service.  Be sure to turn on your mobile phone and make sure it’s ready to receive text messages.  When you register for Mobile Banking, you can choose which:
1.Services you want to use.
2.Accounts you want to access.

During registration, we send you a text message with a unique activation code to verify your phone number.  This code associates your mobile phone with your account.  To complete registration, enter the activation code that we send you.  This verification lets you know your mobile phone number has been successfully registered in our system. You can also Contact Us to assist you with the registration.

Can I register multiple users to the same phone?

For security reasons, only one user can register per phone.  However, once you complete the registration process, you can add more phones to your account.

I received my activation code but never used it – what do I do now?

Your activation code expires 24 hours after we send it to you.  However, you can always request a new activation code.  After logging in to Online Banking – select the “Options” button. Locate the Mobile Banking profile section and click “manage device”. On the My Phones page, find the phone number and select the option “Get new activation code”. We’ll send you a text message with a new activation code.

I haven’t received the activation code on my mobile phone.  What should I do?

Check the mobile phone number you entered during registration.  If it is correct, here are some other options for resolving the issue:
Contact your mobile service carrier and make sure your phone can send and receive messages to and from a standard U.S. short code.
Request a new activation code.  After logging in to Online Banking – select the “Options” button. Locate the Mobile Banking profile section and click “manage device”. On the My Phones page, find the phone number and select the option “Get new activation code”.  We’ll send you a text message with a new activation code.

If you’re still having problems with the activation code, Contact Us for assistance.

Text Messaging Service Questions

What do I need to use the text messaging service?

To use Mobile Banking’s text messaging service, you must:
1.Have an Online Banking account.
2.Have a mobile phone that supports SMS text messaging and short codes.
3.Register for Mobile Banking and select the text messaging service.

Why are my Mobile Banking text messages coming from 99588?

You receive all Mobile Banking text messages from short code, 99588.  To make it easier to recognize our text messages, add us to your contact list with the short code 99588.

What is a short code?

A short code is a shortened version of a phone number.  A short code is generally five or six numbers in length.  Five-digit short codes range from 20000 to 99999; six-digit short codes range from 222222 to 899999.  You can send and receive text messages from a standard U.S. short code as well as a traditional phone number.

Where do I send my text messages?

Send all messages to 99588.

What are the text messaging keywords and how do I use them?

Keywords are the text messages you send to request account information or ATM and branch locations.

Account Balance Requests
Keywords: B, BAL, BALANCE, BALANCES
Check the balances for all account you’ve registered in Mobile Banking.  IF you’ve registered accounts from more than one financial institution, enter the financial institution’s identifier before the keyword.  For example: ABCU BAL.
Transaction History Requests
Keywords: STMT, TRAN, HIST (account nickname)
Check the most recently posted transactions of the account you specify with the account nickname.  For example, TRAN S1.  If you’ve registered accounts from more than one financial institution, enter the financial institution’s identifier before the keyword.  For example: ABCU HIST C1.
Keywords: NEXT, MORE
If your transaction history response message ends with “Reply NEXT” text NEXT or MORE to view more transactions.
ATM and Branch Location Requests
Keywords: ATM, BRANCH, BOTH (address)
Find ATMs, branch locations, or both near an address that you specify.  You can enter: ZIP Code
City and ZIP Code
City and State
Street, City, and State.
For example: ATM ANYWHERE OH.  If you’ve registered accounts from more than one financial institution, enter the financial institution’s identifier before the keyword.  For example: ABCU BOTH 90210.
Keywords: NEXT, MORE
If your ATM and branch location response message ends with “Reply NEXT” text NEXT or MORE to view more locations.
Help Requests
Keywords: HELP, HLP
Provides information about the Mobile Banking keywords.

Are the keywords case-sensitive?

No.  Whether you type “BAL” or “bal,” we send a response with your account balance information.
What does a typical request and response look like?
>Balance Request: BAL
Sample Response
ABCU Mobile Banking
BAL @ 1207 14:59
*1254 CHK1 $3,849.27
*5764 CHK2 $2,555.02
*4254 SAV1 $14,116.00
Reply STOP to cancel.

Transaction History Request: TRAN CHK1
Sample Response
ABCU Mobile Banking
TRAN CHK1
1207 14:50
1207 PMY$5.55
1205 WDL $50.00
1201 DEP $100.00
Reply NEXT.
Msg&Data rates may apply.

What should I do if I don’t get a response to a request?

Make sure you’re sending text messages to 99588.  Check the keyword and any additional information required for the request, such as the financial institution’s identifier, account nickname, or address.

Can I send a keyword via email?

No, keywords and text messages are not supported using e-mail.  The two-way feature of our text messages works only with mobile phones.

I have text messaging enabled on my mobile phone.  Why can’t I receive Mobile Banking text messages?

Your mobile service carrier may be blocking short codes, or you may have blocked short codes in your phone options.  You must have short codes enabled to use Mobile Banking.  (Short codes are abbreviated phone numbers, usually five digits, we use to send Mobile Banking messages.)  Check your phone options and then contact your mobile service carrier to ensure they aren’t blocking short codes

Mobile Browser Service Questions

What do I need to use the mobile browser service?

To use Mobile Banking’s browser service, you must:
1.Have an online banking account.
2.Have a mobile phone that supports web browsing.
3.Have a wireless data plan with your mobile service carrier.
4.Register for Mobile Banking and select the mobile browser service.
How do I access the Mobile Banking website?

During registration we send you a unique website address (URL) that is intended only for you.  The website URL will only work on the phones you’ve registered in Mobile Banking.  Be sure to bookmark this address in your phone’s web browser so you can easily return to it.

I can’t find my link to the Mobile Banking website.  What should I do?

If you can’t find the message that we sent during registration with the unique URL for Mobile Banking, you can request another message.  Log in to Online Banking – select the “Options” button. Locate the Mobile Banking profile section and click “manage device”. On the My Phones page, select the option “Get a link to the Mobile Banking website”.

When I click the link for the Mobile Banking website nothing happens.  What should I do?

Every mobile phone and mobile network is different, so you may not be able to clink on a link in a text message. Try these troubleshooting tips:
Open the text message and clink the Send or Go button on your phone to access the website URL.  Then click the address to go directly to the website.
Open the text message and write down your unique website URL.  Type the URL in your phone’s web browser to go directly to the website.

If you still can’t access the Mobile Banking website, please contact your mobile service carrier.

Downloadable Application Service Questions

What do I need to download the Mobile Banking application?

To download the Mobile Banking application, you must:
Have an online banking account.
Have a mobile phone that supports downloaded applications.
Have a wireless data plan with your mobile service carrier.
Register for Mobile Banking and select the downloadable application service.

Mobile Banking is optimized for iPhones, BlackBerries, and many other types of phones.  However, some carriers don’t support application downloads to certain types of phones.  If you have any problems downloading Mobile Banking, check with your carrier to make sure it is supported on your phone.

How do I download Mobile Banking to my phone?

For BlackBerries and most other phones, you can download Mobile Banking directly to your phone.  During registration we send you a link to download the application.  Click the link to initiate the download.  When the download is complete, you’ll go to the Login page.  You’ll also see Mobile Banking on your launch page.

How do I download Mobile Banking to my iPhone?

During registration, we send you a unique link to the App Store where you can download TouchBanking.  If you find Touch Banking in the App Store without attempting to register, the download won’t work. Download TouchBanking as you would any other application from the App Store.  After you download and install the application, we send you a text message with an activation link.  Click the link to launch the application and go to the Login page.

I can’t find my link to download Mobile Banking.  What should I do?

If you can’t find the message that we sent during registration with the download link for Mobile Banking, you can request another message.  Log in to Online Banking – select the “Options” button. Locate the Mobile Banking profile section and click “manage device”. On the My Phones page, select the option “Download the application”.

When I click the link to download Mobile Banking nothing happens.  What should I do?

Every mobile phone and mobile network is different, so you may not be able to download Mobile Banking to your phone.  If you’re having trouble, contact your mobile service carrier to make sure your phone supports application downloads