Mobile Banking FAQs

Q. What functions can I perform with Mobile Banking?

You can view account balances and recent activity, and transfer funds. Mobile web and mobile apps have transaction search functions and a location finder for CO-OP Network ATMs and Shared Branch locations. If offered by your credit union, mobile apps also allow remote deposits.

Q. How do I sign up for Mobile Banking?

Click on the New User link and you will be guided through steps to authenticate your credit union account ownership and register your cellular phone or device for the services offered by your credit union. At the end, you will receive an activation code which you will need to activate the service on your phone.

Q. What access modes are available?

Your credit union may offer one, all, or a combination of the following access methods:

Mobile Web Banking – access via mobile web browser (WAP 2.0 or higher and cookies-enabled support required).

Mobile Banking Application (App) – for supported device types only, access via a downloadable application that you install on your phone for a richer user interface. If your phone is supported, a link will be provided to download the application.

SMS Text – access via text messages to and from a shortcode. Text is limited to account balances and statement history.

To review FAQs specific to the access methods offered by your credit union, enroll your device or sign in. Specific FAQs are located on your credit union’s Mobile Banking Center page.

Q. Can I use more than one access mode on my phone?

Yes, you can use any combination of modes from the same phone. You will need to activate each option separately on your phone prior to use.

Q. Can I use the service on more than one phone?

Yes. Visit the enrollment website to add (and then activate) another phone.

Q. Is Mobile Banking secure?

Yes, mobile web and apps utilize best practices from online banking such as HTTPS, with a minimum of 128-bit SSL encryption, 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. No confidential information is ever stored on your phone. If your phone is lost or stolen, the service can be immediately disabled either by going online to the Mobile Banking enrollment website or calling your credit union.

Q. Is SMS Text secure?

Only the phones that you personally enroll in the service can access your accounts. If your phone is lost or stolen, the service can be immediately disabled either by going online to the Mobile Banking enrollment website or calling your credit union. In addition, no confidential information is transmitted in text messages. Users should delete text messages after obtaining information.

Q. Which wireless carriers are supported?

We support all the major US wireless phone carriers, as well as several regional carriers. If your carrier is not listed when you enroll, select 'Other' and try the Mobile Banking web option, or check back later, as new carriers are added periodically.

Q. Do I need a text message or data plan?

Yes, a text messaging and/or data plan is needed, as “pay-as-you-go” data usage can become expensive without them. Check with your wireless carrier for more information.

Q. Which modes are supported on my phone?

SMS Text will work on any text message-capable phone from one of the supported carriers. Mobile Web is supported on most phones with a web browser (minimum WAP 2.0) that supports cookies. Mobile apps are available for Apple and Android devices. If you have a supported device, a link is provided to download the application. If your phone does not have an application, you can use mobile web.

Q. How do I access Mobile Banking using my phone's browser?

After successful activation, your phone will receive a text message with your Mobile Banking URL.

Q. How do I optimize my mobile web experience?

Ensure your phone's browser has cookies enabled.

Q. How do I install the mobile app?

Your phone will receive a text message from your credit union. View or open the message.

Select the URL link in the text message to go to the Mobile Web screen.

If your credit union offers mobile apps an option to download the Application appears at the bottom. Select this option to download the application.

Q. What are the SMS Text commands?

FUNCTION   COMMAND    DESCRIPTION

BalanceBSummary of available balances for all accounts

HistoryHSummary of recent transactions per account

CommandCList of available SMS Text commands

HelpHEHelp content for SMS Text

LoginLReceive the URL for Mobile Web

RecoverRReceive the URL and a new activation code for Mobile Web

StopSDe-activate all SMS text services

NOTE: You can receive all available commands by activating your phone and sending C to the credit union shortcode, CUACCT (282228).

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

You should receive a text message within a few minutes after enrolling. But sometimes mobile carriers experience delays that slow down text message delivery. While waiting, make sure your phone has a wireless signal and is enabled for text messaging. In addition, be sure you entered the correct phone number on the enrollment site.

Q. 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 one, return to the Mobile Banking enrollment site, click on ‘Manage Devices’, and request a new activation code for the phone on the Mobile Banking Center screen.

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

If you get a new phone or change phone numbers, return to the Mobile Banking enrollment site on your PC and update your device on the Mobile Banking Center screen. You will actually be removing your phone and re-enrolling your new phone or phone number information.

Q. 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. Some phones may require you to enable cookies or periodically erase them, requiring reactivation. If you are experiencing this issue, check your phone settings to ensure that cookies are enabled. To re-activate your phone, text ‘R’ to CUACCT to receive a new activation code or visit the enrollment site.

Q. What if my device is lost or stolen?

If you are concerned about misuse of your phone, contact your mobile service provider immediately to stop all wireless service. Additionally, re-visit the Mobile Banking enrollment site and disable or remove your phone.

Q. I keep receiving text message responses stating that an unknown command was received. Am I doing something wrong?

If you receive this text messaging response, you could be sending an invalid command, or you have an auto-signature turned on for text messaging. Send C to shortcode 282228 for a list of valid commands. Turn off auto-signatures or delete the signature from commands sent to 282228. Signatures send additional text in the message which can result in an ‘unknown command’ response.