eMobile FAQs

Is eMobile secure?

eMobile employs industry best practices with regard to security. It has been assessed against industry security criteria by a number of independent system security experts.

At a high level, eMobile offers the following security safeguards:

  • Authentication - Mobile browser and application solution customers are authenticated for every interaction with any eMobile component. Customers are authenticated by username and password or by utilizing existing login credentials for single sign-on.
  • Encryption - 128-bit encryption is used for all transactions within eMobile.
  • Fraud - eMobile incorporates mechanisms such as transaction validation and transaction reconciliation processes to detect fraud.
  • Availability/Resilience - eMobile is protected against malicious attacks through software and server hardening measures.
  • Audit Ability - eMobile provides full audit capabilities through event logs and event-based reporting.

What information do I enter for "user name" and "password"?

Your user name is the same as your access ID that is used for Personal Personal Online Banking (eBanking) and your password is the same one used to access your Personal Online Banking information.

Is my personal or financial information stored on my phone?

No. eMobile does not save any files with personal or financial information on your mobile device. That information stays strictly within Personal Personal Online Banking (eBanking). Some phones (e.g., BlackBerry, Android) have logo and branding files that are copied to the mobile device. Those files do not contain any personally identifiable information.

Which accounts can I access using eMobile?

You can access any account you have set up in Personal Personal Online Banking (eBanking). You select which accounts you want to access using eMobile during the enrollment process. At this time eMobile is not available for eCorp (Business Personal Online Banking).

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. Pending transactions do not display.

Do I need to register my phone in order to continue using my Personal Personal Online Banking (eBanking) through my mobile web browser?

No, however, in order to utilize the optimized eMobile view you would need to register your phone through Personal Personal Online Banking (eBanking).

Can I add more than one mobile phone?

Yes. You can enroll several mobile devices with eMobile. To add another phone, log in to Personal Online Banking (eBanking) click the “Options” menu and choose the “Manage Device(s)” button within the Mobile Banking section. Select the “My Phones” tab and click the “Add New Phone” button.

What if my phone number changes?

If your mobile phone number changes, simply update your mobile phone number in Personal Online Banking (eBanking). In eBanking, click the “Options” menu and choose the “Manage Device(s)” button within the Mobile Banking section. Select the “My Phones” tab, locate the old phone number, and choose “Change my phone number ”from the dropdown, and click“ Go. Update your phone number and click “Next.”

What if my phone is lost or stolen?

If your mobile device is lost or stolen, no one can access your account without knowing your password and your access ID. To prevent unauthorized access to your account, you can deactivate your phone in Personal Online Banking (eBanking). In eBanking, click the “Options” menu and choose the “Manage Device(s)” button within the Mobile Banking section. Select the “My Phones” tab, locate the phone number, and choose “Stop using this phone for Mobile Banking" from the dropdown, and click "Go".

 

How do I stop using Mobile Money on my phone?

In Personal Online Banking (eBanking), click the “Options” menu and choose the “Manage Device(s)” button within the Mobile Banking section. Select the “My Phones” tab, locate the phone number, and choose “Stop using this phone for Mobile Banking" from the dropdown, and click "Go".

Which phones can I use for eMobile?

Hundreds of models are supported including these major brands: iPhone, BlackBerry, HTC, LG, Motorola, Nokia, Pantech, Samsung, Sanyo, and Sony Ericsson. Phones on a number of different operating systems are supported including, but not limited to, Android, BlackBerry, iOS, Symbian, Windows Mobile, Linux, Palm webOS, and Maemo.

Which mobile service carriers support eMobile?

eMobile works on all major mobile service carriers in the U.S.: AT&T, Sprint, T-Mobile®, U.S. Cellular® and Verizon Wireless. eMobile 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 eMobile?

eMobile 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.

SMS Text Messaging Service

Are there certain phone requirements for using the SMS Text Messaging service?

To use the SMS text messaging service, your mobile device must send and receive text messages to and from a short code. Because most mobile devices are capable of sending and receiving text messages, your phone is most likely compatible with eMobile.

What type of information can I receive using the SMS Text Messaging service?

You can receive information about account balances, review recent account activity, and find ATM and branch locations.

What are the keywords that can be used to retrieve information?

  • To view account Balances send: "BAL", "BALANCE" or "BALANCES"
  • To view Transaction history send: "STMT", "TRAN" or "HIST" plus the nickname for the account (e.g., HIST Free Checking). Reply to the transaction history text with the word "NEXT" or "MORE" to view the next group of transactions.
  • To locate an ATM send: "ATM" plus the ZIP code, city or state for the ATM (e.g., ATM 20123)
  • To receive additional information on eMobile keywords send "HELP" or "HLP".

Are the keywords case-sensitive?

No. Whether you type "BAL" or "bal," a response with your account balance will be sent.

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

Make sure you are sending text messages to the “96924”. Check the keyword and any additional information required for the request, such as the financial institution’s identifier, account nickname, or address.

Why are my results sent as multiple messages?

Text messages are limited to 160 characters. If your account information exceeds the character limit your account information is sent in multiple messages - no more than five at a time.

I have text messaging enabled on my mobile device, why can’t I receive text messages?

Your mobile service carrier may be blocking short codes or you may have blocked short codes on your mobile device. Short codes must be enabled to use eMobile. Short codes are abbreviated phone numbers, usually five digits.

Mobile Browser Service

Are there certain phone requirements for using the Mobile Browser service?

To use the mobile browser service, your mobile device must have an Internet browser and may require a data service plan. Access the eMobile website using the link sent by SMS text message during the enrollment process.

What type of information is available using the Mobile Browser service?

You can receive information about account balances, review recent account activity, transfer money between accounts, pay bills, change and cancel pending payments, and find ATM and branch locations.

Do I need to register my phone in order to continue using my Personal Online Banking through my mobile web browser?

No, however, in order to view the optimized eMobile view you would need to enroll your phone through Personal Online Banking.

When I click the link for the eMobile website nothing happens, what should I do?

Every mobile device and mobile network is different, so you may not be able to click on a link in a text message.

Try these troubleshooting tips:

  • Open the text message and click the "Send" or "Go" button on your mobile device 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 device's web browser to go directly to the website.

If you still can't access the eMobile website, contact your mobile service carrier.

How do I view account balances and view transaction history?

Log in to eMobile on your mobile device and select “View Accounts” from the Main Menu. Select the account from the list to view the transactions.  Select “Transactions” to view transaction history.

How do I pay bills?

Log in to eMobile on your mobile device and select “Pay Bills” from the Main Menu. Select “Make a Payment” and choose the appropriate payee from the list. Enter the necessary payment information.

How do I change or cancel a payment?

Log in to eMobile on your mobile device and select “Pay Bills” from the Main Menu. Select “Change or Cancel Payments”.  A list of payments is displayed. Select “Change Pmt” or “Cancel Pmt”.

Can I add new payees from my mobile device?

Only your existing payees will be displayed. All new payees need to be entered through Personal Online Banking.

How do I transfer funds?

Log in to eMobile on your mobile device and select “Transfer Money” from the Main Menu. Select the “Transfer From” and ”Transfer To” accounts; enter the “Amount” and click “Next”.

How do I locate an ATM?

Log in to eMobile on your mobile device and select “Find ATM/Branch” from the Main Menu. Select "Search by Current Location", "Search by Address" or "Search by Category". Enter the appropriate search criteria and select "Search".

Downloadable Application Service

Are there certain phone requirements for using the Downloadable Application service?

To use the downloadable application service, your mobile device must have an operating system that supports application downloads and may require a data service plan.

What type of information is available using the Downloadable Application service?

You can receive information about account balances, review recent account activity, transfer money between accounts, pay bills, change and cancel pending payments, and find ATM and branch locations.

How do I download the eMobile Application to my mobile device?

During enrollment through Personal Online Banking (eBanking), you will be sent a unique link where you can download the "Capitol Bank-Mobile Banking" customized application. Download the custom application as you would any other application.  After you download and install the application, you will receive a text message with an activation link. Click the link to launch the application and go to the eMobile login page. The "Capitol Bank-Mobile Banking" icon will be installed on your phone.

If I download the Capitol Bank custom application without going through the enrollment process in Personal Online Banking will the application work?

You can go directly to iTunes or Google Play and download, install, and use the app.  The first time you launch the app, it will ask for your username, display your authentication image, and ask for your password.  This process will “register/enroll” your device. The "Capitol Bank-Mobile Banking" icon will be installed on your phone.

How do I Access eMobile?

Launch the Capitol Bank-Mobile Banking application icon that was installed on your phone.

How do I view account balances and view transaction history?

After launching the application on your mobile device, log in to eMobile and select “View Accounts” from the Main Menu page. Select the account from the list to view the transactions.  Select “Transactions History” to view transaction history.

How do I pay bills?

After launching the application on your mobile device, log in to eMobile and select “Pay Bills” from the Main Menu page. Select “Make a Payment” and choose the appropriate payee from the list. Enter the necessary payment information.

How do I change or cancel a payment?

After launching the application on your mobile device, log in to eMobile and select “Pay Bills” from the Main Menu page. Select “Change or Cancel Payments”.  A list of payments is displayed. Select “Change Pmt” or “Cancel Pmt”.

Can I add new payees from my mobile device?

Only your existing payees will be displayed. All new payees need to be entered through Personal Online Banking (eBanking).

How do I transfer funds?

After launching the application on your mobile device, log in to eMobile and select “Transfer Money” from the Main Menu page. Select the “Transfer From” and ”Transfer To” accounts, enter the “Amount” and click “Next”.

How do I locate an ATM?

After launching the application on your mobile device, log-in to eMobile and select “Find ATM/Branch” from the Main Menu. Select "Search by Address".  Enter the appropriate search criteria and select "Search".