Troubleshooting

1. I enrolled my phone number but did not receive a text message. What should I do?

   Typically you should receive a text message within a few minutes after enrolling; however sometimes mobile carriers experience delays, which slow down text message delivery. While waiting, make sure your phone has a wireless signal. In addition, be sure you entered the correct phone number on the enrollment site. After waiting a few minutes, if you still have not received your text message, try sending the activation code. If you still do not receive a text message, contact your wireless carrier to be sure text messaging is enabled on your phone.

2. I received an activation code but never used it. What do I do now?

   Activation codes expire after 24 hours. If you need a new code, return to the ‘Manage Mobile Banking Settings’ section of your Online Banking account. Click on the ‘Get Activation Code’ link under the enrolled mobile number for the device you are activating.

3. 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 the ‘Manage Mobile Banking Setting’ in your Online Banking account and update your phone profile in the Mobile Banking Center. We recommend removing your old phone and re-enrolling your new phone.

4. Can I use Mobile Banking or Text Banking on more than one phone?

   Yes. Visit the Mobile Banking Center and simply add another phone number.

5. I activated Mobile Banking on my phone’s browser. Why am I being asked to activate again?

   At the time of activation a "cookie" is stored on your phone's browser, which allows the Mobile Banking system to remember that you activated. The cookie is only visible by the Mobile Banking system and does not contain personal information. Some phones may require you to enable cookies or periodically erase them, which will require you to activate your mobile device again. If you are experiencing this issue, check your phone settings to ensure that cookies are enabled. If cookies are enabled, and the issue persists, please contact your mobile network carrier for cookie support information on your mobile phone. If you would like to reactivate text banking on your device, text R or RECOVER to the bank's shortcode -79680. If you are using the Mobile Web or Mobile App mode of Mobile Banking, you will not need to provide an activation code. However, you may be asked to enroll again due to issues with cookies.

6. Can I have two Mobile Banking Users on one mobile device?

   No, you cannot enroll two users on one mobile phone. Only one user’s identifying cookie can be placed on a mobile device. In order to remove a user from a device, clear the cache, cookies and history from the device.

7. How is the Mobile Banking application updated?

   Periodically, the bank will update its Mobile Banking applications. If you use Mobile Web, the updates are automatic. When you first sign-on to Mobile Web after an update, you will see the most recent version. If you use iPhone or Android apps, you will be notified of the update on your device, and you will need to install it through your normal application update process. If you use the downloadable app, the bank will notify you when a new application is available. You will need to remove the old app and download the new app using the new enrollment instructions for Downloadable app installation above.

8. What if my device is lost or stolen?

   If you are concerned about misuse of your phone, contact your mobile service provider to immediately stop all wireless service. Additionally, sign on to online banking and disable or remove your mobile phone. You may also contact the bank at 800.356.8622 during regular banking hours to have the mobile device removed from Mobile Banking access. Please see the security tips on the Mobile Banking page of the bank’s website for other steps that protect your device from unauthorized use if it is lost or stolen.