You can find the Secure Application ID on the About page.  From the Mobile Banking Home screen, do the following:

• Select Options.
• Select Settings.
• Select About.
•  

Note:  The Secure Application ID applies to the iPod Touch and iPad.

If you already use Mobile Banking and get a new phone (and KEEP the same telephone number), refer to the following to add Mobile Banking to your new phone.

Standard Providers

To resume using Mobile Banking with the same Standard Providers you had on your previous mobile device, refer to: How do I enroll in Mobile Banking?

Featured Providers

To resume using Mobile Banking with the same Featured Providers you had on your previous mobile device, first delete the previous device from each enrolled Provider. Then add the new device to each Provider.

A Standard Provider is a financial institution that allows you to view balance information with Mobile Banking.

A Featured Provider is a financial institution supported by Mobile Banking that allows you to view balance information and conduct transactions using Mobile Banking.

The following error messages indicate that a browser setting needs to be changed in order to successfully download the application:

• HTTP Error 404: Not Found
• Blank Screen

Verify that you are using your mobile device's default browser and then do the following:

1. From the main menu on the device, select Browser.
2. Press the Menu button.
3. Select Options.
4. Select Browser Configuration.
5. Scroll down to Emulation Mode/Browser Identification, and change the setting to BlackBerry.
6. Press the Back button and then Save changes.

After saving the changes, re-open the 'Download Mobile Banking' SMS message and select get link to begin the download process.

The Home page displays up to two accounts for each Provider. You can still access all of your accounts by selecting a specific Provider and then selecting Show ALL Accounts.

If you have successfully sent or received text messages, try to resend the SMS message to your phone by doing the following:

1. Select Get Mobile Banking from mobilebanking.com.
2. Select your wireless carrier.
3. Select your mobile device.
4. Enter your phone number.
5. Click Download to Device.

Note: If you do not receive the SMS message, on your device, clear out your SMS messages, or WAP Push message, and then try again. If you still do not receive the SMS message, contact your carrier for assistance with your SMS plan.

The location of the Mobile Banking application varies by carrier and device model. Typically, the Mobile Banking application is saved to the same folder where other downloaded applications are saved on your mobile device.

Mobile Banking can be installed on a wide range of mobile devices. Refer to Supported Devices on mobilebanking.com to see if your device is listed.

If your mobile device is supported and you already have Mobile Banking on your mobile device, verify that you're running the latest version, 4.0. The version number displays on the About page. Running the latest version of Mobile Banking enables you to access hundreds of different providers.

Yes. Mobile Banking works with over three thousand providers! To find your provider, do the following:

1. From the Mobile Banking Welcome screen, select Explore Providers and then Search All.
   Note: On some mobile devices, from the Mobile Banking Welcome screen, you can select Browse Providers to view an alphabetical list of Providers.
2. Enter the Provider's name in the search field and select Search.
3. Select the Provider's name from the list and review the enrollment instructions.
   Note: You can select Click to Call to call the selected Provider for more information.

The numeric code, or search code, is a short cut for locating your Provider (Financial Institution). To find the Search Code, do the following:

1. From mobilebanking.com click Supported Providers.
2. Search for your Provider.
3. Select the Provider.
4. The Provider's search code displays under Download Tips.

You can use the Search Code to add a Provider by doing the following on your mobile device:

1. From the Mobile Banking Home screen, select Add a Provider.
2. Select Search All.
3. Enter the 5-digit Search Code.
4. Select Search. One Provider displays in the search results.

We use your mobile device phone number (or Secure application ID), email address and zip code to communicate with you about our Mobile Banking service. We do not share your information with, or sell it to, other marketers without your permission. We may share your information with affiliates as well as vendors we've hired to assist in providing our services.

To download Mobile Banking to your mobile device, refer to the following steps.

Standard Providers

To use Mobile Banking with one of our Standard Providers you can download the application from mobilebanking.com or through your wireless carrier.

For enrollment information refer to How do I enroll in Mobile Banking?

Featured Providers

To use Mobile Banking with one of our Featured Providers, enroll in Mobile Banking from the Featured Providers mobile banking website. During the enrollment process you will receive information about how to download the application to your mobile device.

For enrollment information refer to How do I enroll in Mobile Banking?

Confirm that the account you'd like to see in Mobile Banking is one of our supported account types. Currently we support Banking Accounts (eg: checking, savings) and Credit Card Accounts. We are constantly adding new Providers and account types so please check back with us periodically.

Yes. Depending on your device, you must agree to the terms and conditions to use the application. When presented with the terms and conditions during initial enrollment or application upgrade, select Yes to proceed with activation.

Note: If No is selected, a message displays on the mobile device notifying you that you must accept the terms and conditions to use the Mobile Banking application.

If you want to display the Mobile Banking terms and conditions again after initially accepting them, do the following:

1. From the Mobile Banking Home screen, select the Options menu.
2. Select Settings, About.
3. Highlight and select the Mobile Banking terms and conditions to review.

With Mobile Banking you can keep tabs on your money and bank when it's convenient for you. Mobile Banking works with many financial providers so you can view balance information and transaction history anytime.

Depending on your provider, you can do more with Mobile Banking such as: Bill Pay, Transfers, Provider Payments and P2P services. These additional services vary among our featured providers.

To find out which services each provider offers, refer to Supported Providers. Search for your provider to see a summary of accounts supported and features available.

Yes, you can use Mobile Banking on more than one mobile device as long as all devices meet the eligibility requirements for Mobile Banking. Remember, you will need to download the Mobile Banking application to each mobile device.

If you have accounts with one of our Featured Providers, you can register additional devices on the Provider's mobile banking website and obtain an activation code.

To take advantage of Mobile Banking you need to satisfy the following requirements:

• Enroll in online banking with a Provider
• Subscribe to a carrier and Provider that support Mobile Banking. (Refer to Supported Providers.)
• Use a supported mobile device enabled with Internet access. (Refer to Supported Devices.)

We use your mobile device phone number (or device ID), email address and zip code to communicate with you about our Mobile Banking service. We do not share your information with, or sell it to, other marketers without your permission. We may share your information with affiliates as well as vendors we've hired to assist in providing our services.

We use your mobile device phone number (or device ID), email address and zip code to communicate with you about our Mobile Banking service. We do not share your information with, or sell it to, other marketers without your permission. We may share your information with affiliates as well as vendors we've hired to assist in providing our services.

Standard Providers

To enroll in Mobile Banking with one of our Standard Providers, do the following:

1. Install the Mobile Banking application on your mobile device.
   Note: You can find the application on mobilebanking.com or through most of the major wireless carriers.
2. Launch Mobile Banking and select Explore Providers.
3. Search for your Provider by entering the Provider's name.
   Note: You can enter up to 28 characters and it's a good idea to enter the least common portion of your Provider's name.
4. Enter the device number for your mobile device.
   Note: If your mobile device is NOT a phone, enter your Secure Application ID.
5. Enter the login credentials for your Provider.
   Note: Your login credentials refers to the information you used to set up online banking with your Provider (eg: ID and password).
6. Set and confirm a 6-digit PIN for your Mobile Banking application.

Note: To add additional providers, repeat steps 2-5 for each Provider.

Featured Providers

Mobile Banking enrollment takes place on your Featured Provider's (Financial Institution's) mobile banking website (Internet Enrollment) and on your mobile device (Device Activation). To enroll in Mobile Banking, refer to your Featured Provider's mobile banking website.

Standard Providers

To add Standard Providers, do the following:

1. Launch Mobile Banking and select Explore Providers.
2. Search for your Provider by entering the Provider's name.
   Note: You can enter up to 28 characters and it's a good idea to enter the least common portion of your Provider's name.
3. Enter your device phone number.
   Note: If your mobile device is NOT a phone, enter your Secure Application ID.
4. Enter the login credentials for your Provider.
   Note: Your login credentials refers to the information you used to set up online banking with your Provider (eg: ID and password).

Note: If you have not downloaded Mobile Banking, refer to How do I enroll in Mobile Banking?

Featured Providers

You can add additional Featured Providers, after initial enrollment, by enrolling in mobile banking from the Provider's online banking website (Internet Enrollment). Then, activating the Provider on your mobile device (Device Activation). Refer to your Featured Provider's mobile banking website for assistance.

Refine your search by doing the following:

• Enter more than 3 characters for the name of your Provider. You can enter up to 28 characters.
• Search on the least common portion of your Provider's name.

Note: Only Providers that have enabled wireless access are listed.

To identify your Provider, go to mobilebanking.com and then do the following:

1. Click Supported Providers.
2. Search for your Provider and then select the Provider from the list.
3. Click the link to access the Provider's website.
   By previewing the Provider's website, you can accurately identify your Provider in the search results.

If you are searching for your Provider from your mobile device, try refining your search by doing the following:

• Enter the name of your Provider. You can enter up to 28 characters.
• Search on the least common portion of your Provider's name.

Note: Only Providers that have enabled wireless access are listed.

To assign a nickname to an account, do the following:

1. Login to Mobile Banking and select the Provider.
2. From the Provider Options menu, select Manage Accounts.
3. Select Rename.
4. Enter the nickname and then select Apply. The maximum number of characters for this field is 50.

Note: To change a nickname of an account, repeat the steps above.

To change the sequence in which accounts display, do the following:

1. Login to Mobile Banking and select the Provider.
2. From the Provider Home screen, select Manage Accounts.
3. Select Reorder.
4. Select Move Up, Move Down, Move to Top, Move to Bottom in order to change the display order of the selected account.
5. Select Apply to save your changes.
   Note: If you change the display order of a Featured Provider's accounts in the Mobile Banking application, your change also affects the account display order in the Mobile Banking pages of the Provider's online banking website.

Featured Providers Only:

To change the account display order from the Provider's mobile banking website, do the following:

1. From the Mobile Banking pages of the Provider's online banking website, click Modify.
2. In the Order column, click the up or down arrow next to the account to move it up or down in the display order.
3. Click Save Changes.

The Show/Hide feature can be used to hide an account from the Mobile Banking Home screen and the Provider Home screen. To show or hide an account, do the following:

1. Login to Mobile Banking and select the Provider you want to show / hide.
2. From the Provider Home screen, select Options, Manage Accounts, and then Show/Hide.
3. Select the account that you want to show, or deselect the account you want to hide.
4. Select Apply.

To rename / customize a Provider's name as it displays in Mobile Banking, do the following:

1. From the Mobile Banking Home screen, select Manage Providers.
2. From Manage Providers, select Rename.
3. From Rename Provider screen, select the Provider you want to rename / customize.
4. Enter the new name for the Provider and select Apply.
   Note: The new name is added to the end of the Provider's current name. The entire Provider name cannot exceed 30 characters.
   

To remove a provider, refer to the following steps.

Standard Providers

To remove a Standard Provider from Mobile Banking, do the following:

1. From the Mobile Banking Home screen, select Manage Providers.
2. Select Remove.
3. Review the message and select Next.
4. From the Remove Provider screen, select the Provider(s) you want to remove and then select Remove.
5. Confirm the request to remove the Provider.

   Note:

   If the Provider is the last remaining one within the application, removing it will reset the application. As a reminder, you will receive a message indicating that mobile banking data will be removed and the Mobile Banking application will be deactivated.

Featured Providers:

To remove a Featured Provider from Mobile Banking, do the following from a browser:

1. Go to the Mobile Banking section of your Financial Institution's (Provider's) online banking website and select the device to modify.
2. Scroll to the Accounts section, click the link to Modify.
3. De-select the checkbox next to accounts you do not want to view on the selected mobile device.
4. Select Save Changes. The next time you login to the Mobile Banking application from your mobile device, the changes you made will appear after synchronization completes.

Related question: How do I show / hide an account?

The following actions display the most current balance information:

• Log into Mobile Banking. Each time you login, account balances are requested from your Provider(s) (Financial Institutions).
• From the Provider Home screen, select Refresh. If you are already logged in, you can refresh the account list for the selected Provider.


Note: Notice the "as of" time stamp that displays next to the Provider's name. This indicates the last time that balance and history data was retrieved from your Provider.

If you cannot see a new account with one of your Providers, check the following:

• Is the account supported by Mobile Banking? We currently support banking accounts (eg: checking, savings) and credit cards.
• Is the account set up for online banking? Mobile Banking can only display accounts that are set up for online banking. Refer to your Provider's online banking website for assistance if you need to establish online banking.
• Did you create the new account after enrolling in Mobile Banking? If yes, then do the following:
  1. From the Mobile Banking Home screen, select the Provider with whom you have a new account.
  2. From the Provider Home screen, select Refresh. Mobile Banking will request an updated list of accounts from your Provider. This process typically takes 1-2 minutes.
     Note: When Mobile Banking requests an updated list of accounts, you could be prompted to indicate the account type if Mobile Banking cannot automatically determine it.
  3. Your new account will display in the list of accounts with the selected Provider which enables you to view balance information.

Related question: How do I show / hide an account?

Your account history data comes from your Provider, however, there are a few Providers that do not support account history data. Depending on your Provider, your account history reflects the last 30 or 90 days.

You should also verify that you added the right Provider. If you added a Provider whose name is similar to yours, but not exactly the same, then you might not have full data access.

Confirm that the account you'd like to see in Mobile Banking is one of our supported account types. Currently we support Banking Accounts (eg: checking, savings) and Credit Card Accounts. We are constantly adding new Providers and account types so please check back with us periodically.

Your login credentials refer to your online banking login information and your answers to security questions that you established with your Provider for online banking.

If you don't remember your login credentials contact your Provider for assistance.

For your security, we ask you to enter your login credentials (eg: ID and password) to view your account information. The information you enter should match the login credentials you used to set up online banking with your Provider.

When the Mobile Banking application is offline, the account balances display with an asterisk. The account balances displayed are the balances captured from the last successful connection.

Note: Depending on your provider, you can use Mobile Banking to conduct transactions. Any transactions attempted when the application is offline are saved as Unsent Requests. Once a signal is obtained, Unsent Requests can be sent, edited or deleted from the Mobile Banking Home screen Options menu.

Your balance information is as current as the last successful connection between your Mobile Banking application and the Mobile Banking server. Notice the "as of" time stamp that displays next to the Provider's name to see how current your balance information is.

If your Mobile Banking application cannot connect to the Mobile Banking server, your account balances reflect the balances captured from the last successful connection. When this is the case, the balances displayed are offline and are shown with an asterisk.

The time zone defaults to Eastern Standard Time (EST). To change the time zone, do the following:

1. Login to the Mobile Banking application.
2. From the Mobile Banking Home Options menu, select Settings.
3. Select Change Time Zone.
4. Select the appropriate Time Zone.
5. Select Set.

For security purposes, Forgot PIN resets the application and activates content for the selected Provider only.

Standard Providers

Once the PIN is reset with one Standard Provider, you will need to re-enroll each of your other Standard Providers. Refer to How do I enroll in Mobile Banking?

Featured Providers

Once the PIN is reset with one Provider, you will need to reactivate your Mobile Banking application with each of your other Featured Providers.

Note: Repeat these steps for all Providers until Mobile Banking is restored on the mobile device.

Standard Providers

If you have forgotten your Mobile Banking PIN, you can reset it by doing the following:

1. From the Mobile Banking login screen, select Options.
2. Select Forgot PIN?
3. Select one Standard Provider.
4. Enter your login credentials (eg: ID and password) for the selected Provider.
5. Set and confirm a new 6-digit PIN and then select Submit.

   After setting a new PIN, you can view the selected Provider's content in Mobile Banking Home.

Note: For security purposes, Forgot PIN resets the application and activates content for the selected Standard Provider only. Once the PIN is reset, you will need to re-enroll each of your other Standard Providers. (For enrollment information, refer to How do I enroll in Mobile Banking? )

Featured Providers

If you have forgotten your Mobile Banking PIN, you can reset it by going to the Mobile Banking pages of your Provider's online banking website.

Once the new PIN is set, you can view the selected Provider's content on the Mobile Banking Home screen.

Note: For security purposes, Forgot PIN activates content for the selected Provider only. Once the PIN is reset with one Featured Provider, you will need to select Activate Application with each additional Featured Provider.

To change your Mobile Banking PIN, do the following:

1. From the Mobile Banking Home screen, select Settings.
2. Select Change PIN.
3. Enter your Current PIN.
4. Enter your New PIN.
5. Confirm your New PIN.

For your security, the Mobile Banking application is locked after the third invalid PIN entry. If you are locked out of the Mobile Banking application and you cannot remember your PIN refer to I forgot my Mobile Banking PIN, What do I do? (reset PIN)

If you are locked out of the Mobile Banking application and you remember your PIN, you can unlock the application by following the steps below.

Standard Providers

To unlock the Mobile Banking application, do the following:

1. From the Locked screen, select Unlock.
2. Select Know your PIN?
3. Select a Standard Provider.
4. Enter the login credentials for the selected Provider.
5. Enter your Mobile Banking PIN.

The Mobile Banking application is now unlocked. Use your existing PIN to login to Mobile Banking and view all enrolled Providers.

Featured Providers

To unlock the Mobile Banking application, do the following:

1. Go to Mobile Banking section of your Featured Provider's online banking website.
2. Select the locked device.
   
3. From the device actions drop-down, select Unlock, and then Go.
4. Select Unlock PIN.

The Mobile Banking application is now unlocked. Use your existing PIN to login to Mobile Banking and view all enrolled Providers.

Your Mobile Banking PIN must meet these requirements:

• It must be a 6-digit number.
• It cannot contain 6 identical digits (for example, 111111).
• The digits cannot be sequential (for example, 123456).

Note: Establishing a Mobile Banking PIN is a security measure that protects access to your Mobile Banking application.

If you lose your mobile device, contact your wireless carrier to report it lost and discontinue service.

To keep your Mobile Banking application active, we recommend that you login at least once every 30 days.

Standard Providers

After 90 days of no Mobile Banking activity with a Standard Provider, the application becomes inactive. To use Mobile Banking again, you must re-enroll with the Provider.

Featured Providers

After 90 days of no Mobile Banking activity with a Featured Provider, the application becomes inactive for that provider and must be reactivated from the Mobile Banking webpages on the provider's online banking website.

After 180 days of no Mobile Banking activity with a Featured Provider, the Provider is removed from your Mobile Banking application. You must then re-enroll in Mobile Banking with that Provider.

No. At this time you can only enroll accounts that share the same login credentials per Provider.

Example of Shared Account Login Credentials: You can add a Provider to Mobile Banking to view your personal credit card and add a joint credit credit that uses the same login credentials.

Example of Different Account Login Credentials: If you add a Provider to Mobile Banking to view your personal credit card and then try to add your corporate credit card, which uses different login credentials, you will get the following message: You are already enrolled with {Provider Name}. Please go back and select a different Provider to continue.

Your login credentials refer to your online banking login information and your answers to security questions that you established with your Provider for online banking.

If you don't remember your login credentials contact your Provider for assistance.

The Activation Code for Featured Providers expires after one hour. If the code expires or is entered incorrectly, the Mobile Banking application will display a message on the mobile device stating that the code is invalid. Obtaining a new Activation Code for a Featured Provider takes place on your Featured Provider's mobile banking website (Internet Steps) and on your Mobile Device (Device Activation).

To obtain a new Activation Code for a Featured Provider, refer to the Mobile Banking page on the Provider's online banking website.