Member FAQ Premier Members Mobile Banking

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1 Member FAQ Premier Members Mobile Banking 1.1 General Questions 1. What is Mobile Banking Premier Members Mobile? Premier Members Mobile allows members to access their accounts (checking, savings, certificates, loans, credit cards, mortgages) from their mobile devices via downloaded applications or via mobile browser. 2. Is Mobile Banking secure? Yes, all transactions and data exchanges are encrypted using the latest technology and protected by multi-factor authentication such as challenge questions and encryption technology that verifies both the IP of the device and device credentials. No user authentication or account information is permanently stored in the mobile device. It is deleted when you quit the application. If you lose your phone, your account information is still secure. 3. Is there a fee for using Mobile Banking? No, there is no charge for Mobile Banking. However, mobile carriers may charge for Internet access and/or text messages. 4. How do I download and access Mobile Banking? Our mobile banking apps are available for download in the Google Play market for all Android based smartphones and tablets, and in the App Store for all iphone smartphones and ipad tablets. The applications on Google Play and in the App Store are the preferred way to access Mobile Banking as not all features, such as Mobile Check Deposit and ewallet, are available without downloading the apps from Google Play or the iphone App Store. 5. What if I do not have an iphone/ipad or Android based device? All other devices will need to access Mobile Banking by accessing pmcu.mobi via the Mobile Browser on their device. Please note that accessing via browser eliminates significant features and functionality from Premier Members Mobile (i.e. Mobile Deposit, ewallet, etc.). 6. Do I have to have Online Banking in order to use Mobile Banking? No. The services are not connected. They are effectively de-coupled from each other. You may choose to use either one or both to do your remote banking. 7. If I already downloaded and used your previous release of Mobile Banking, why can I not just receive an Update to the existing application through my iphone App Store or Android Google Play app store and upgrade the app via that method? Due to the extensive upgrades in the new Premier Members Mobile app, you must delete your old Mobile Banking app and download the new Premier Members Mobile app from your respective app store. 8. Will my old login credentials from either the old Mobile Banking or Online Banking work with the new Premier Members Mobile apps? No. You will need to setup new login credentials by clicking on Create Mobile Account from the new Premier Members Mobile s login screen.

2 9. What other features are available in Premier Members Mobile? In addition to being able to review all deposit and loan account information as well as make transfers between your accounts, other features include: Mobile Check Deposit, Bill Pay, ewallet/mobile Wallet functionality for mobile payments, ATM/Branch Locator, Account Alerts/Notifications, RateWatch alerts, and much more. 10. Can I access multiple account numbers under one login? Yes, a mobile user can link any account number that they are joint or primary on under one login with Premier Members Mobile Banking. This is a unique feature that will simplify banking for those members that have multiple account numbers with us. 11. What should I do if I forget my User ID or Password? You may request your User ID be texted to you by clicking on the Forgot User ID or Password link on the login screen. You will be asked to verify one of your security/challenge questions. If you cannot remember the answer or have forgotten your password, you will need to call member support at What do I do if I get a new phone or tablet? Simply download the Premier Members Mobile application to your new phone. All of your information and previous settings will be available. 13. What do I do if I lose my phone/tablet? As you would normally do, contact your mobile carrier if your phone is lost or stolen and they will suspend your service. A valid User ID and Password is required to access account information via Premier Members Mobile. If your mobile device is stolen, no one can access your account information without your credentials. Note: You should not store confidential information on your mobile device at anytime. Do not store passwords, account numbers or user IDs on your mobile device. With Premier Members Mobile your private data and account information is NEVER stored on your phone, so you can rest assured that your account information is not at risk when your device is lost is stolen. As a precautionary measure, it is also recommended that you call PMCU to have member support unenroll your Premier Members Mobile account until you have acquired a new device and are able to download and re-setup Premier Members Mobile on your new device. 1.2 Enrollment 14. How do I enroll for Mobile Banking? After downloading the app from either the App Store or the Google Play market you need to click on Create Mobile Account on the Premier Members Mobile Login Screen. 15. Will my Online Banking User ID and Password work for Mobile Banking? No. The services are not connected, and thus you must register for each individually. However, you may choose to setup the same credentials that you use for Online Banking on Mobile Banking if you like.

3 16. Why does the app ask if I have or do not have an Online Banking account? The enrollment is simplified for members with an Online Banking account and by choosing this option they may save one extra step in the enrollment process by answering their Online Banking security challenge questions. 17. What if I can t remember my Online Banking security challenge questions? You may register by choosing that you DO NOT have an Online Banking account as well. Either method works. If you are having difficulty with enrollment due to forgetting your Online Banking challenge questions, then you may choose to register by selecting that you DO NOT have an Online Banking account. 18. I enrolled but my login information is not working. Why can t I access Premier Members Mobile? New users must also verify their enrollment via prior to being able to access. This is an important security feature. You will be sent a verification . If you do not receive this , call member support at We will confirm your identity, and activate your mobile account. When you call be sure we have your correct on file. Please make sure that the password you entered for your enrollment is between 4-32 characters. 19. Why can t I register multiple account numbers under the same (or one) unique Mobile Phone Number? Each registration or User ID must have a unique Mobile Phone Number associated to it; therefore you can only register one account/user ID per Mobile Phone Number. In order to setup a separate User ID for another account that you have, you must use a second mobile phone number, potentially from someone else in your family (wife, partner, mother, father, etc.) You might choose to use a Work Number, Home Phone Number, or Fax Number as well if you do NOT have a second mobile phone number to use. Please note, that if you use a phone number that cannot accept text messages, then you will not receive notifications/alerts on the User ID that are setup with this alternate phone number. 20. What other options are available to me if I only have or only want to use one Mobile Phone Number to register my accounts under? You will need to use the Linked Accounts feature which is under the Services module under Add New Account Number. Under this option you will be able to add all account numbers that you are primary or joint on and have them show up under one (1) User ID.

4 1.3 Banking & Transfers 21. What do I do if I am missing one of my share or loan types on an account? Please contact us immediately, so that we can correct this issue. 22. How much history is displayed on any share or loan account? Up to 30 days history can be displayed or requested by the mobile user. 23. How do I get additional detail on any transaction that is displayed in my account history? Simply click on the line containing the transaction and a pop-up will open providing additional detail on that transaction item such as date, time, and a more detailed description. 24. What is Balance Sneak Peek? This feature lets you see your most recent balance quickly without having to enter your username and password, simply swipe down on the login screen to see your account information at the top. To change the account shown in Sneak Peek go to the Manage Accounts section located in the Services module and select Choose Default Account. 25. What do I do if all of my accounts are displayed but the Transfer selection screen will not allow me to transfer to one of the accounts that I should be able to transfer to? You must have a cross-account transfer setup on the accounts in question. Please call member support at to verify that you are approved to transfer between these accounts. 26. Should I be able to see my Credit Card and Mortgage in my account list screen? Yes, not only should all credit cards and mortgages on an account be displayed, but you should be able to make payments to these accounts via the Transfers module. 27. How come I do not see my transactions for Credit Cards or Mortgages on my account? Currently, we cannot provide transaction information on Credit Cards and Mortgages, however we are working to provide these in the future. You should still be able to see your payment amount, due date, and balance on these accounts as well as make payment to them via Premier Members Mobile Transfers module. 28. Can I setup automatic/scheduled transfers? Currently you are not able to schedule or automate transfers. This functionality is under consideration as an enhancement in a future release. 28. I have Credit Cards and/or Mortgages on one of my accounts and they are not showing up? You will need to use the account number that has your Credit Cards and/or Mortgages on as your primary registration. This is the account that you should register and then you should link other account numbers you have to this account that do not have Credit Cards or Mortgages on. 29. What if I have Credit Cards and/or Mortgages on multiple accounts and my Credit Card/Mortgage is not showing up on the account that I am linking to my primary account under the User ID?

5 If you have Credit Cards/Mortgages on an account you are linking in you will NOT see these Credit Card/Mortgage accounts until early to mid-may. We are aware of the issue and have a fix in place, but are not rolling out this feature until May. PLEASE NOTE: You will ONLY be able to make payments to Credit Card/Mortgage accounts on your primary account under the User ID. Even after you are able to see Credit Card/Mortgage accounts on the accounts that you link in during early to mid-may, you will NOT be able to make payments to Credit Card/Mortgages that are on accounts that are linked in. 30. I cannot see a new deposit/loan account that I recently opened at the Credit Union. This new account was added AFTER I had already registered for Premier Members Mobile. Currently, new deposit/loan accounts that you open are set within Premier Members Mobile to Hide and will not show up in your account list. You can fix this by accessing the Services module and Manage Accounts. Within this screen you will see SHOW/HIDE listed next to your new account and simply need to change it to SHOW. We are currently working on a solution to reverse this programming and set the new accounts that you might open to SHOW initially. 29. Can I setup automatic/scheduled transfers? Currently you are not able to schedule or automate transfers. This functionality is under consideration as an enhancement in a future release. 1.4 Bill Pay 31. How do I enroll for Bill Pay if I have not previously used it on Online Banking OR I do not have an Online Banking profile? Currently, you MUST enroll for Bill Pay on Online Banking in order to use Bill Pay on Mobile Banking. This can be accomplished by logging into Online Banking, and clicking on the Bill Pay tab at the top of the screen and enrolling one of your Checking accounts into the service. You MUST have a Checking account and a Payee setup online in order to use Bill Pay. Please note that this solution is temporary. You will be able to enroll in Bill Pay without accessing Online Banking or having an existing Online Banking profile in the near future. 32. If I previously setup Bill Pay in Online Banking will all my Payees be available in Mobile Banking? Yes. Mobile and Online Banking sync with each other in regards to Bill Pay, so any change on one affects the other and will be displayed in the list of payees and scheduled and processed payments history. 33. How do I access my payment history on Mobile Banking?

6 The history of processed and scheduled payments will be listed under Payee History in the menu listed under that respective payee. 34. How do I edit/cancel a payment I have already setup? You may edit or cancel a payment by accessing the Payee History for that Payee and clicking on the payment you want to edit/cancel. On the screen that is displayed, you simply choose Edit to edit the payment details (date, amount, etc.) or Cancel to cancel the payment entirely. 1.5 Mobile Check Deposit 35. What is Mobile Check Deposit? Mobile Deposit allows you to deposit a check by taking a picture of both the front and the back of the check. You must still endorse the check and write your account number on the back beneath their signature. 36. How do I qualify to use Mobile Deposit? You must have been a member for at least 60 days and have an account in good standing with the Credit Union. This means that you must not be delinquent on any loan you have with PMCU or have an excessive amount of NSFs in a specified period. 37. What are the limits of usage of Mobile Deposit? You are limited to up to five (5) deposits daily that do not exceed $2,500 in total deposits and limited to up to twenty (20) check deposits monthly that do not exceed $10,000 in total deposits. 38. How long does it take for my deposited funds to become available to me in my account? Immediate availability on deposits is $200/day. Amounts over $200 will be held for 2 business days. 39. How do I verify that a check deposited successfully? The check will appear in the Deposit History option of the Mobile Deposit module in Mobile Banking. 1.6 ewallet 40. What is ewallet? The ewallet on Premier Members Mobile is a first generation Mobile Payments module that will eventually serve as your Mobile Wallet. Currently, the module features a Person-To-Person (P2P) payments system. We will be rolling additional Mobile Payments and Mobile Wallet features into this module as the technology becomes more accepted and used. 41. What is P2P Payments? This module allows you to pay any person or business directly with only their address or mobile phone number without exchanging financial information.

7 42. How long does it take for my transferred funds to become available to the recipient after they have picked up their money? Payments processed through a Checking account will process in 1-3 business days. Payments processed through a Debit Card are typically much faster and in most cases funds are available immediately depending on restrictions from the recipient s financial institution. 43. What are the limits of usage for Person-to-Person Payments? You are limited to payments that do not exceed $500 in a single transaction. Daily totals for P2P are also limited to $500 currently. 44. What if the recipient never receives notification of a payment sent? If your payment appears in the P2P Transaction History but the recipient has not received their notification: a.) Verify that your payment isn t showing as Pending. If this is the case your payment has failed, and you will need to submit your payment again; b.)verify that the recipient s address/phone number are correct in the transaction you submitted; c.) Have the recipient check their Spam/Junk Folder within the address used during the transaction. If the notification still cannot be found, contact , Option 2 for further assistance. 45. How do I see where my payment is? If the payment appears in the P2P Transaction History you can use the following terminology to determine what stage it is in currently: - Funded = A successful transaction that has not been picked up by the recipient - Disbursed = A successful transaction that has been picked up by the recipient - Pending = Transactions that have NOT gone through or that have failed 46. What if the Payment Retrieval System won t accept the Recipient s valid Debit Card information? Some financial institutions may have restrictions on the types of transactions they will allow on external transfers. If the Debit Card option is not accepted, the Recipient should choose the Use Checking Account option and try again by entering their routing number and checking account number. 1.7 Other Services 47. What type of account alerts or notifications can I set on my account? There is a wide array of notifications that can be sent in both a one-time and recurring format. These notifications are stored on your application and can be managed and deleted by you on an as needed basis. The notifications include: Balance Notifications, Periodic Balance Notifications, Maturity Date Notifications, Check Cleared Notification, Deposit Notification, Debit Card Notification, Personal Reminders, and Rate Watch Alerts. 48. What is the Blackout Period within the Notifications Module? This feature allows you to set a timeframe in which you do not want to receive text message notifications. Once the time period has elapsed, you will receive your notifications immediately. You might choose to set this timeframe from 10PM to 7AM so you don t receive text messages in the middle of the night.

8 49. How do I use Text Banking? You may sign-up for Text Banking either at Enrollment or from within the Services module of the application. In order to get a full list of commands on how to use Text Banking with PMCU, you can text: PMCU HELP to the following number: PMCU BAL = balance on default account PMCU BAL (+ nickname) = balance of a specific account PMCU HIST = account history for your default account PMCU HIST (+ nickname) = account history for a specific account PMCU HELP = list of text commands and Member Services contact information PMCU STOP = cancel text message mobile banking service 50. How do I add account numbers that I am primary or joint on under one Premier Members Mobile Login? The user needs to access Add New Account Number module within the Service Module in order to link accounts. They will only be able to link accounts that they are primary or joint on. 51. How do I change my Account Nicknames? Account Nicknames may be changed by accessing Manage Accounts in the Services Module. Please note that at this time account nicknames are limited to 7 characters within the applications.

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