Monday, September 01, 2014

Mobile Banking Registration FAQ's

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:  

  • Services you want to use.
  • 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 call Customer Service to assist you with the registration. Back

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. Back

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. Back

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:

  • Verify that your mobile phone is on and able to receive text messages.  Check with your mobile service carrier if you're not sure you can receive text messages.
  • 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, call Customer Service for assistance. Back

Text Messaging Services FAQ's

What do I need to use the text messaging service?
To use Mobile Banking's text messaging service, you must:  

  • Have an Online Banking account.
  • Have a mobile phone that supports SMS text messaging and short codes.
  • Register for Mobile Banking and select the text messaging service.Back

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. Back

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. Back

Where do I send my text messages?
Send all messages to 99588. Back

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.Back

Are the keywords case-sensitive?
No.  Whether you type "BAL" or "bal," we send a response with your account balance information. Back

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.

Back 

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. Back

Can I send a keyword via e-mail?
No, keywords and text messages are not supported using e-mail.  The two-way feature of our text messages works only with mobile phones. Back

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. Back

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