Mobile Banking General FAQ's
Is Mobile Banking secure?
To ensure the safety and privacy of your account information, we provide some key security features in Mobile Banking:
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. Back
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. Back
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. Back
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. Back
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. Back
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". Back
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". Back
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". Back
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. Back
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. Back
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. Back
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". Back