Mobile Banking FAQ

Enrollment & Support


How do I enroll?

To enroll in our Mobile Banking service, log in to online banking, click the "Options" tab, find the Mobile Banking Profile box, and select "Enroll Now". Prompts will take you through the enrollment process. A more detailed look at the enrollment process is available through our Mobile Banking demo.

Please note that activation codes sent to your phone during the enrollment process expire after 24 hours.



What does it cost?

Mobile Banking costs $1.95 per month. This covers all three services--App, Browser, and Text. Mobile Banking is included at no additional charge with a Choices Checking or Classic Checking account (standard data and messaging rates from your mobile service carrier may apply).



What's Emprise Bank's short code?

Emprise Bank's short code is 96924 (a short code is like a phone number but for text messaging). We recommend that you save the short code as a Contact in your phone so that it is easy to access. We also recommend that you delete your text messages to prevent others from seeing your account balance, history, etc. should they see your phone.



Will my phone support Mobile Banking?

Hundreds of models are supported including these major brands: Apple, 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, iOS, Symbian, Windows Mobile, Linux, Palm webOS, and Maemo. If you are questioning whether your specific phone or operating system is supported, please contact us.



Do you support BlackBerry devices?

There is not a downloadable App available for Blackberry devices. Those with a Blackberry device will need to use our Browser and/or Text solutions. If you own a Blackberry and wish to use the Browser solution you will have to use the symbol (SYM) button to enter the special character in your online banking password (not ALT and special character). Press the SYM button quickly until your special character is displayed and then continue entering the rest of your password. If you experience issues entering your special character in your password, you may want to change the special character in your password. If you choose to change your special character, choose one that is easier to enter using the SYM button on your phone.



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: Nex-Tech, 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.



Security


What if my phone is lost or stolen?

If your mobile phone is lost or stolen, report it to your mobile service carrier right away. To prevent unauthorized access to your account, deactivate your phone through online banking. See "How do I deactivate Mobile Banking?"



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 phone. That information stays strictly within online banking. Some phones (e.g., iPhone, Android) have logo and branding files that are copied to the mobile phone. Those files do not contain any personally identifiable information.



Is Mobile Banking secure?

Our Mobile Banking employs industry best practices with regards 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 app 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.
  • 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.


Functionality


What's the difference between the Browser, App, and Text Messaging options?

Mobile Banking offers three ways to access your account(s):

1. Send a text message

2. Use a mobile browser

3. Download an application

You can choose any or all of these options, depending on the capabilities of your mobile phone.



Text Messaging

By texting keywords such as "BAL" and "HIST" to our short code, you'll be able to:

  • Check account balances
  • Review recent account activity
  • Find ATM and branch locations

Requirements:

To use this service, your mobile phone must send and receive text messages to and from a short code. Most mobile phones are capable of sending and receiving text messages, so your phone is likely compatible with our text banking. Messaging rates from your mobile service carrier may apply.



What are the keywords for Text Messaging?

• "B", "BAL", "BALANCE", or "BALANCES" for account balance(s)

• "STMT", "TRAN", or "HIST" plus the nickname for the account (e.g., HIST CK1) for account history. Reply to the transaction history text with the word "NEXT" or "MORE" to view the next group of transactions.

• "ATM" plus the ZIP code (or city, state) to locate an ATM

• "BRANCH" plus the ZIP code (or city, state) to locate a branch

• "BOTH" plus the ZIP code (or city, state) to locate both ATMs and branches

• "HELP" or "HLP" for additional information and help with acceptable keywords

Replying "STOP" to a text message does not deactivate your Mobile Banking. To fully deactivate the service, please see "How do I deactivate Mobile Banking?"



Does replying "STOP" to a text message deactivate my Mobile Banking?

No, it does not. To fully deactivate the service, please see "How do I deactivate Mobile Banking?"



Are the keywords for Text Messaging case-sensitive?

No. Keywords are not case-sensitive.



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.



What should I do if I don't get a response to a text message request?

Make sure you are sending text messages to our short code, 96924. Check the keyword and any additional information required for the request, such as the account nickname.



I have text messaging enabled on my mobile phone. 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 phone. Short codes must be enabled to use Mobile Banking. Short codes are abbreviated phone numbers used to send Mobile Banking messages.



Mobile Browser

Using a unique link and the Internet browser on your phone, you can:

  • Check account balances
  • Review recent account activity
  • Transfer money between accounts that you have selected to access through Mobile Banking
  • Pay bills (if you're enrolled in Bill Pay)
  • Change and cancel pending bill payments
  • Find ATM and branch locations

Requirements:

To use this service, your mobile phone must have an Internet browser and may require a data service plan. You'll launch the browser for the first time using the link sent by SMS text message during the enrollment process.



How do I get the link for the Mobile Browser?

A unique link to the mobile browser will be sent to your phone in a text message during the enrollment process. Select the link and bookmark it to easily access the mobile browser in the future.

Each user's mobile browser link is unique. You can have yours re-sent through online banking.

  • Log in to Online Banking
  • Click the "Options" tab
  • Click "Manage Device(s)"
  • Select the "My Phones" tab. Select "Get a link to the Mobile Banking website" and then "Go".
  • Click "Get Link"
  • A confirmation message appears. Click "Mobile Banking Main Menu".
  • The Main Menu page is again displayed. Close the window to return to your online banking session.


Downloadable Apps

Experience all the features of the browser solution in the convenience of an app!

Use the downloadable app to:

  • Check account balances
  • Review recent account activity
  • Transfer money between accounts
  • Pay bills (if you're enrolled in Bill Pay)
  • Change and cancel pending bill payments
  • Find ATM and branch locations

Requirements:

To use the app, your mobile phone must have an operating system that supports application downloads. You'll download the Mobile Banking app using the link sent by SMS text message during the enrollment process. iPhone and Android apps are available.



Other


What if my phone number changes?

If your mobile phone number changes, simply update your mobile phone number through Online Banking.

  • Log in to online banking
  • Click the "Options" tab
  • Click "Manage Device(s)"
  • Select the "My Phones" tab. Locate the old phone number, select "Change my phone number" and then "Go".
  • Enter the updated phone number and click "Continue".
  • The Main Menu page is again displayed. Close the window to return to your online banking session.


How do I deactivate Mobile Banking?

To deactivate Mobile Banking:

  • Log in to online banking
  • Click the "Options" tab
  • Click "Manage Device(s)"
  • Select the "My Phones" tab. Select "Stop using this phone for Mobile Banking" and then "Go".
  • The Stop Using This Phone page is displayed. Click "Yes".
  • The Main Menu page is again displayed. Close the window to return to your online banking session.


What if I change my mobile carrier or phone?

Your new carrier or phone will not automatically update within Mobile Banking. In order to restore your mobile service you will need to deactivate Mobile Banking and re-enroll. To deactivate Mobile Banking see "How do I deactivate Mobile Banking?" To re-enroll with your new carrier or phone see "How do I enroll?" If you encounter any issues during this process, please contact Customer Service for assistance.



Which accounts can I access using Mobile Banking?

You can access any account you have set up in online banking. You select which accounts you want to access using Mobile Banking during the enrollment process.



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 recent transactions.



I use an iPhone and cannot log in or have a page stating the session has expired. What should I do?

You may need to enable your phone to Accept Cookies. To Accept Cookies go to "Settings", choose Safari, under Privacy select "Accept Cookies", and enable "From Visited".



Why do I have to provide my Gmail account information when downloading the app? (Android phones only)

This is an Android requirement. You are required to enter your Gmail account information in order to download the Android app.



Can I add more than one mobile phone to my Mobile Banking?

You can add additional phones through your Mobile Banking Profile in online banking. However, we advise that you do not add multiple individuals to your profile. Mobile Banking users should set up their device through their individual online banking sign-on. All mobile phones on your Mobile Banking profile have full access to the account(s) you select to access through Mobile Banking. All phones on your Mobile Banking profile will require access to your online banking sign-on to complete Mobile Banking activation. Emprise Bank always advises against sharing your online banking sign-on.