Internet Self Service FAQs
What is Mobile Banking?
Mobile Banking allows anyone with an online banking account to access their account information from a mobile
You can choose any or all of these options, depending on the capabilities of your mobile phone.
Text Messaging Service
You can use the text messaging service to:
To use the text messaging service, your phone must send and receive text messages. Most mobile phones are
Mobile Browser Service
You can use the mobile browser service to:
To use the mobile browser service, your phone must have an Internet browser and may require a data services
You can download the Mobile Banking application to your phone. The application offers all the features of the
To download the Mobile Banking application, your phone must have an operating system that supports application
Is Mobile Banking secure?
To ensure the safety and privacy of your account information, we provide some key security features in Mobile
Is my personal or financial information stored on my phone?
No. We don’t save any files with your personal or financial information on your phone. That information stays
For some phones, such as a BlackBerry, we have logo and branding files that we copy to your phone. Those files
Are there fees to use Mobile Banking?
We don’t charge fees to access or use Mobile Banking. You should contact your mobile service carrier for
Which accounts can I access in Mobile Banking?
You can access any account you’ve set up in online banking. When you register for Mobile Banking, you can
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,
Can I add more than one mobile phone?
Yes. You can register several mobile phones for Mobile Banking.
To add a new phone, go to online banking and access the Mobile Banking pages. On the My Phones page, select
What if my phone number changes?
If your mobile phone number changes, go to online banking and access the Mobile Banking pages. On the My
What if my phone is lost or stolen?
If your mobile phone is lost or stolen, no one can access your account without knowing your password, and, in
Which phones can I use for Mobile Banking?
We support hundreds of models for these major brands: iPhone, BlackBerry, HTC, LG, Motorola, Nokia, Pantech,
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
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.
How do I stop using Mobile Banking on my phone?
To stop using Mobile Banking on your phone, go to online banking and access the Mobile Banking pages. On the
How do I get started with Mobile Banking?
You can register for Mobile Banking through your online banking service. Be sure to turn on your mobile phone and make
During registration, we send you a text message with a unique activation code to verify your phone number. This
Do I have to agree to the Terms and Conditions to use Mobile Banking?
Yes, you must read and accept our terms and conditions. If you have any questions about the points of our terms
Can I register multiple users to the same phone?
For security reasons, only one user can register per phone. However, once you complete the registration process,
I received my activation code but never used it—what do I do now?
Your activation code expires 24 hours after we send it to you. However, you can always request a new activation
I haven’t received the activation code on my mobile phone. What should I do?
Check the mobile phone number you entered during registration. If it is correct, here are some other options for
If you’re still having problems with the activation code, call <Customer Support> for assistance.
What do I need to use the text messaging service?
To use Mobile Banking’s text messaging service, you must:
Why are my Mobile Banking text messages coming from <31727>?
You receive all Mobile Banking text messages from <31727>. To make it easier to recognize our text messages,
What is a short code?
A short code is a shortened version of a phone number. A short code is generally five or six numbers in length.
What do you mean when you say “standard messaging charges may apply?”
Every mobile service carrier has a different rate plan for text messaging and data services access. You may be
Please contact your mobile carrier directly if you aren’t sure what fees you will be charged to use Mobile Banking.
Where do I send my text messages?
Send all text messages to <31727>.
What are the text messaging keywords and how do I use them?
Keywords are the text messages you send to request account information or ATM and branch locations.
Account Balance Requests
Keywords: B, BAL, BALANCE, BALANCES
Check the balances for all accounts you’ve registered in Mobile Banking. If you’ve registered accounts from more
Transaction History Requests
Keywords: STMT, TRAN, HIST (account nickname)
Check the most recently posted transactions of the account you specify with the account nickname. For example,
Keywords: NEXT, MORE
If your transaction history response message ends with "Reply NEXT or MORE," text NEXT or MORE to view more
ATM and Branch Location Requests
Keywords: ATM, BRANCH, BOTH (address)
Find ATMs, branch locations, or both near an address that you specify. You can enter:
For example: ATM ANYWHERE OH. If you’ve registered accounts from more than one financial institution, enter
Keywords: NEXT, MORE
If your ATM and branch location response message ends with "Reply NEXT or MORE," text NEXT or MORE to
Keywords: HELP, HLP
Provides information about the Mobile Banking keywords. If you’ve registered accounts from more than one
Are the keywords case-sensitive?
No. Whether you type "BAL" or "bal," we send a response with your account balance information.
What does a typical request and response look like?
Balance Request: BAL
ABCU Mobile Banking
Transaction History Request: TRAN CHK1
ABCU Mobile Banking
What should I do if I don’t get a response to a request?
Make sure you’re sending text messages to <31727>. Check the keyword and any additional information required
Can I send a keyword via e-mail?
No, keywords and text messages are not supported using e-mail. The two-way feature of our text messages works
Why are my results sent as multiple messages?
Text messages are limited to 160 characters. Sometimes we can't send all your account information in one
I received my results in multiple messages. Some arrived quickly, but others didn’t. Why did it take so much longer for the others to arrive?
If you receive one message, it means we've sent all the response messages to you, and you should receive them
I have text messaging enabled on my mobile phone. Why can’t I receive Mobile Banking text messages?
Your mobile service carrier may be blocking short codes, or you may have blocked short codes in your phone
What do I need to use the mobile browser service?
To use Mobile Banking’s browser service, you must:
Mobile Banking is optimized for a wide range of phones – providing a rich and interactive interface on touch screen
How do I access the Mobile Banking website?
During registration we send you a unique website address (URL) that is intended only for you. The website URL
I can’t find my link to the Mobile Banking website. What should I do?
If you can’t find the message that we sent during registration with the unique URL for Mobile Banking, you can
When I click the link for the Mobile Banking website nothing happens. What should I do?
Every mobile phone and mobile network is different, so you may not be able to click on a link in a text message.
Try these troubleshooting tips:
If you still can’t access the Mobile Banking website, please contact your mobile service carrier.
What do I need to download the Mobile Banking application?
To download the Mobile Banking application, you must:
Mobile Banking is optimized for iPhones, Android, and many other types of phones. However, some carriers don’t
How do I download Mobile Banking to my phone?
For iPhone, Android and most other phones, you can download Mobile Banking directly to your phone. During
How do I download Mobile Banking to my iPhone?
During registration, we send you a unique link to the AppStore where you can download the App either Touch
Download the App as you would any other application from the App Store. After you download and install the
I can’t find my link to download Mobile Banking. What should I do?
If you can’t find the message that we sent during registration with the download link for Mobile Banking, you can
When I click the link to download Mobile Banking nothing happens. What should I do?
Every mobile phone and mobile network is different, so you may not be able to download Mobile Banking to your
What are the acceptable characters for the username and password in Mobiliti?