Mobile Banking FAQS

By January 28, 2000FAQS, Mobile Banking FAQ

Is Mobile Banking secure?

Mobile Banking 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, Mobile Banking offers the following security safeguards:

  • Authentication – Mobile browser and application solution customers are authenticated for every interaction with any Mobile Banking 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 Mobile Banking.
  • Fraud – Mobile Banking incorporates mechanisms such as transaction validation and transaction reconciliation processes to detect fraud.
  • Availability/Resilience – Mobile Banking is protected against malicious attacks through software and server hardening measures.
  • Audit Ability – Mobile Banking 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 Online Banking 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. Mobile Banking does not save any files with personal or financial information on your mobile device. That information stays strictly within Personal Online Banking. 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 Mobile Banking?

You can access any account you have set up in Personal Personal Online Banking. You select which accounts you want to access using Mobile Banking during the enrollment process. At this time Mobile Banking is not available for Business 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 through my mobile web browser?

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

Can I add more than one mobile phone?

Yes. You can enroll several mobile devices with Mobile Banking. To add another phone, log in to Personal Online Banking 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. In Personal Online Banking, 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. 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, 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 Mobile Banking ?

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 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.

More Frequently Asked Questions

Mobile Banking App

Learn about our native mobile application for Apple® and Android®

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Browser Mobile Banking

Learn about managing your accounts through your mobile phone’s browser.

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Text Mobile Banking

Use SMS text messaging to monitor your accounts.

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