Internet Self Service FAQs

General Questions

What is Mobile Banking?

Mobile Banking allows anyone with an online banking account to access their account information from a mobile
phone. Mobile Banking offers three ways to access your accounts:

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:

REQUIREMENTS

To use the text messaging service, your phone must send and receive text messages. Most mobile phones are
capable of sending and receiving text messages, so your phone is most likely compatible with Mobile Banking.
Please note that some mobile service carriers charge for outgoing text messages or for each message sent and
received. Some mobile carriers also block short codes from text messages so will want to check that if any issues
arise.

Mobile Browser Service

You can use the mobile browser service to:

REQUIREMENTS

To use the mobile browser service, your phone must have an Internet browser and may require a data services
plan. You access the Mobile Banking website from a link that we send you during registration.

Downloadable Application

You can download the Mobile Banking application to your phone. The application offers all the features of the
mobile browser service.

REQUIREMENTS

To download the Mobile Banking application, your phone must have an operating system that supports application
downloads and may require a data services plan. You download the Mobile Banking application from a link that we
send you during registration or by finding the application in the AppStore.

Is Mobile Banking secure?

To ensure the safety and privacy of your account information, we provide some key security features in Mobile
Banking:

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
strictly within online banking.

For some phones, such as a BlackBerry, we have logo and branding files that we copy to your phone. Those files
do not contain any personally identifiable information.

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
information about fees associated with sending or receiving text messages or accessing the Internet from your
mobile phone.

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
choose which accounts you want to access.

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. We don’t show any pending transactions. Mobiliti has a real time
connection with Online Banking.

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
Add New Phone.

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
Phones page, find the old phone number and select the option Change my phone number.

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
some cases, your unique user name. To prevent unauthorized access to your account, you can deactivate your
phone in Mobile Banking. Go to online banking and access the Mobile Banking pages. On the My Phones page,
find the phone number and select the option Stop using this phone for Mobile Banking.

Which phones can I use for Mobile Banking?

We support hundreds of models for these major brands: iPhone, BlackBerry, HTC, LG, Motorola, Nokia, Pantech,
Samsung, Sanyo, and Sony Ericsson. We support phones on a number of different operating systems, 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 so you won't be able to use the SMS text message
service of Mobile Banking with T-Mobile prepaid.

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
My Phones page, find the phone number and select the option Stop using this phone for Mobile Banking.

Registration Questions

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
sure it’s ready to receive text messages. When you register for Mobile Banking, you can choose which:

During registration, we send you a text message with a unique activation code to verify your phone number. This
code associates your mobile phone with your account. To complete registration, enter the activation code that we
send you. This verification lets you know your mobile phone number has been successfully registered in our
system.

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
and conditions, call <Customer Support>.

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,
you can add more phones to your account.

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
code. Go to online banking and access the Mobile Banking pages. On the My Phones page, find the phone
number and select the option Get new activation code. We’ll send you a text message with a new activation
code.

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
resolving the issue:

If you’re still having problems with the activation code, call <Customer Support> for assistance.

Text Messaging Service Questions

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,
add us to your contact list with the short code <31727>.

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.
Five-digit short codes range from 20000 to 99999; six-digit short codes range from 222222 to 899999. You can
send and receive text messages from a standard U.S. short code as well as a traditional phone number.

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
charged per use, or pay a flat rate for unlimited usage each month. You may also have different fees for text
messaging and data services access.

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
than one financial institution, enter the financial institution’s identifier before the keyword. For example: ABCU BAL.

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,
TRAN S1. If you’ve registered accounts from more than one financial institution, enter the financial institution’s
identifier before the keyword. For example: ABCU HIST C1.

Keywords: NEXT, MORE

If your transaction history response message ends with "Reply NEXT or MORE," text NEXT or MORE to view more
transactions.

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
the financial institution’s identifier before the keyword. For example: ABCU BOTH 90210.

Keywords: NEXT, MORE

If your ATM and branch location response message ends with "Reply NEXT or MORE," text NEXT or MORE to
view more locations.

Help Requests

Keywords: HELP, HLP

Provides information about the Mobile Banking keywords. If you’ve registered accounts from more than one
financial institution, enter the financial institution’s identifier before the keyword. For example: ABCU HLP.

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

Sample Response

ABCU Mobile Banking
BAL @ 1207 2:50pm
CHK1254 C1: -$3,849.27
CHK5764 C2: $2,555.02
SAV4254 S1: $14,116.00
Reply STOP to cancel

Transaction History Request: TRAN CHK1

Sample Response

ABCU Mobile Banking
TRAN CHK1
1207 2:50pm
1207 PMT $5.55
1205 WD $50.00
1201 DP $100.00
Reply NEXT. Msg&Data rates may apply

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
for the request, such as the financial institution’s identifier, account nickname, or address.

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
only with mobile phones.

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
message because it exceeds the character limit. In this case, we send your account information in multiple
messages — no more than five at a time.

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
shortly. It may take a few minutes to receive them all, depending on your mobile service. If you haven't received all
your messages after a few minutes, please let us know. If the problem persists, you may want to contact your
mobile service carrier.

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
options. You must have short codes enabled to use Mobile Banking. (Short codes are abbreviated phone numbers,
usually five digits; we use to send Mobile Banking messages.) Check your phone options and then contact your
mobile service carrier to ensure they aren't blocking short codes.

Mobile Browser Service Questions

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
phones, such as the iPhone and Android, while maintaining a simple and clean interface for a wide range of
phones from a diverse set of manufacturers such as Blackberry, Motorola, Nokia, Samsung, and Sanyo.

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
will only work on the phones you’ve registered in Mobile Banking. Be sure to bookmark this address in your
phone’s web browser so you can easily return to it.

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
request another message. Go to the My Phones page in Mobile Banking through online banking, find the phone
number, and select the option Get a link to the Mobile Banking website.

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.

Downloadable Application Service Questions

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
support application downloads to certain types of phones. If you have any problems downloading Mobile Banking,
check with your carrier to make sure it is supported on your phone.

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
registration we send you a link to download the application. Click the link to initiate the download. When the
download is complete, you’ll go to the Login page. You’ll also see Mobile Banking on your launch page.

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
Banking or the bank’s branded App. You can also simply go to the App Store and search for Touch Banking or for
the bank in order to find the App.

Download the App as you would any other application from the App Store. After you download and install the
application, follow the instructions on the phone in order to sign in to the App.

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
request another message. Go to the My Phones page in online banking, find the phone number, and select the
option Download the application. Or you can go the App Store and search for the App to download.

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
phone. If you’re having trouble, contact your mobile service carrier to make sure your phone supports application
downloads.

What are the acceptable characters for the username and password in Mobiliti?

Username: ABCDEFGHIJKLMNOPQRSTUVWXYZabcdefghijklmnopqrstuvwxyz0123456789!$@-_\&’:;()|/?=
Password: ABCDEFGHIJKLMNOPQRSTUVWXYZabcdefghijklmnopqrstuvwxyz0123456789`&{}[]\<\>,.*?!@#$%^()-_+=~:;”