Mobile Banking Frequently Asked Questions

General:

How much does this service cost?
Is it secure?
Which wireless carriers are supported?
Do I need a text message or data plan?
I’m not enrolled for online banking. Can I still use this?

Phone Enrollment:

Do I have to be enrolled in Internet (Online) Banking to use Phone Enrollment?
What is my User ID?
Can I save my User ID on the device?
Do I have to accept the Terms and Conditions?
From where are the challenge questions and answers coming?
What is my Password?
What if I do not remember my User ID or Password?
What do I use for a Mobile Number if I am using a tablet or MP3 device, such as an iPad or iPod?

Mobile BillPay:

What is Mobile BillPay?
When will my payment be received?
Can I add a Payee on my mobile device?
How do I deactivate a Payee?
How do I cancel a payment on my mobile device?
How may I see previous bill payments on my mobile device?
How do I handle a dispute with a payee?
Where can I find more information about BillPay?

Troubleshooting:

What happens if I get a new phone or change phone numbers?
What if my device is lost or stolen?

Remote Deposit Capture FAQ’s:

Who is eligible for Mobile RDC?
What types of checks can I deposit with Mobile RDC?
Are there any limits on the dollar amount of deposits I can submit?
Do I photograph both the front and the back of my check?
How do I endorse my check for Mobile RDC?
When will my deposit post to my account?
Do I destroy my check after I photographed the deposit?
What if I submitted a deposit for the wrong amount? Do I need to resubmit it?

Answers:

How much does this service cost?

There is currently no charge associated with the service. However, there may be charges associated with text messaging and data usage on your phone. Check with your wireless phone carrier for more information.

Is it secure?

Yes, the mobile banking service utilizes best practices from online banking, such as HTTPS, 128-bit SSL encryption, or password access and application time-out when your phone is not in use. Only the phones that you personally enroll in the service can access your accounts. In addition, no account data is ever stored on your phone. And in the event your phone is lost or stolen, the service can be immediately disabled by either going online to the Mobile Banking enrollment website or calling us.

Which wireless carriers are supported?

We support all the popular US wireless phone carriers, including AT&T, Sprint, T-Mobile, and Verizon. If your carrier is not listed when you enroll, select ‘Other’ and try the Mobile Web option, or check back later, as new carriers will be added over time.

Do I need a text message or data plan?

Yes, a data plan is typically needed, as data usage can become expensive without them. Please check with your wireless carrier for more information.

I’m not enrolled for online banking. Can I still use this?

You must first enable your bank account(s) for online banking before using mobile.

Do I have to be enrolled in Internet (Online) Banking to use Phone Enrollment?

Yes. Your User ID, password, challenge questions, image and phrase from Internet (Online) Banking will be used to enroll you in Mobile Banking. If you are not enrolled in Internet (Online) Banking, please proceed to the institution’s website to register for Internet (Online) Banking first.

What is my User ID?

Your User ID is the same as the User ID you established for Internet (Online) Banking.

Can I save my User ID on the device?

On applications that allow saving the User ID, you may save your User ID by selecting “On” when prompted. For enhanced security, the User ID will then be presented in the future in a masked format, hiding some of the characters. You may also remove the User ID, at a later time, by simply changing the prompt to “Off.”

Do I have to accept the Terms and Conditions?

Yes. You must agree to the Terms and Conditions in order to use Mobile Banking.

From where are the challenge questions and answers coming?

Challenge Questions and answers are pulled from public records.

What is my Password?

What if I do not remember my User ID or Password?

In this case, you should visit the Internet (Online) Banking website and follow the instructions for retrieving and/or resetting your credentials.

What do I use for a Mobile Number if I am using a tablet or MP3 device, such as an iPad or iPod?

When you use a non-phone device, such as tablets and MP3 players that are Internet-enabled, you are still required to provide a phone number during registration. Enter a phone number you can easily remember, such as your home phone or office phone.

What is Mobile BillPay?

Mobile BillPay allows you to pay bills online, saving you time, envelopes and stamps. It is an optional service on your Internet (Online) Banking account. You may pay bills using your mobile device while on-the-go, anytime, anywhere.

When will my payment be received?

For more information about payment scheduling and delivery, please visit the Help section on your Internet (Online) Banking website.

Can I add a Payee on my mobile device?

No. You must add Payees through the Internet (Online) Banking website.

How do I deactivate a Payee?

You may manage your Payees, including deactivation by logging onto the Internet (Online) Banking website and accessing the list of Payees.

How do I cancel a payment on my mobile device?

To cancel a payment, select the “Payments” option from the main menu, then select “Scheduled Payments.” The system will respond with a list of payments currently scheduled and unpaid. Choose from this list the payment you wish to cancel. The system will display the payment details. From this screen, select “Cancel Payment.” The system will ask you to confirm that you wish to cancel the payment.

How may I see previous bill payments on my mobile device?

To view previously paid bills, select the “Payments” option from the main menu and then select “Recent Payments.” Your display will refresh with a list of completed bill payments in a summary format. Select an item to see the payment’s details.

How do I handle a dispute with a payee?

If you have an issue with a bill or a specific item on the bill, contact the Payee directly. Remember, you may pay whatever amount you desire in BillPay while you are disputing any item.

Where can I find more information about BillPay?

For more information and Frequently Asked Questions, please visit the Help section on your Internet (Online) Banking website.

What happens if I get a new phone or change phone numbers?

If you get a new phone or change phone numbers, be sure to return to Mobile Banking website via your PC and update your phone profile in the Mobile Banking Center. We recommend removing your old phone and re-enrolling your new phone.

What if my device is lost or stolen?

If you get a new phone or change phone numbers, be sure to return to Mobile Banking website via your PC and update your phone profile in the Mobile Banking Center. We recommend removing your old phone and re-enrolling your new phone.

Who is eligible for Mobile RDC?

Customers who have a Personal Checking, Savings, or Money Market account that has been open for a minimum of 30 days are eligible for the Mobile RDC service.

What types of checks can I deposit with Mobile RDC?

Most domestic checks can be processed through Mobile RDC. We are unable to accept Money Orders, Foreign Items, Savings Bonds, or Third Party Checks through Mobile RDC.

Are there any limits on the dollar amount of deposits I can submit?

Yes. You may not use the service to deposit items totaling more than $7500 in any 1 day period, or more than $10,000 in any 3 day period. Any items presented in the excess of the limits will be returned at our discretion.

Do I photograph both the front and the back of my check?

Yes. During the deposit process, you will be required to photograph the front and the back of your check.

>How do I endorse my check for Mobile RDC?

You should sign the back of your check with the following endorsement:
For Deposit Only
My financial Institution
Your Account Number
Your Signature First Name/ Last Name

Deposits can be made with Mobile RDC at any time. If your deposit is approved by your financial institution before our daily cutoff time, your deposit will post to your account the next business day. Availability will be limited for two days on deposits over $500.00.

Yes. During the deposit process, you will be required to photograph the front and the back of your check.

Do I destroy my check after I photographed the deposit?

No keep the check to ensure it posts to your statement. After 90 days, you may securely destroy your check. Do not VOID the check after the submittal in the event the deposit is not approved and needs to be resubmitted.

What if I submitted a deposit for the wrong amount? Do I need to resubmit it?

If a deposit is returned, please do not re-deposit the check with the Mobile RDC functionality. You will receive written communication from your financial institution through the US Postal Service if a deposit is returned.


Lost or stolen debit card? Call 800-500-1044. For Telephone Banking, call 662-453-4220. Email us at bank@bankcom.com.

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