Mobile Banking web user guide

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1 Mobile Banking web user guide psbt.com

2 Table of Contents Mobile Banking Web User Guide Enrolling through Mobile Device... pg 3 4 login Screen... pg 5 Locations...pg 6 iphone & Android App View... pg 7 Log in to Mobile Banking...pg 7 Navigating...pg 8 Alerts...pg 9 Transactions...pg 10 Transfers...pg 11 Bill Pay...pg 12 Remote Deposit (RDA)...pg Cash Management...pg Initiating ACH...pg Initiating Wires...pg 18 Person-to-Person (P2P)...pg 19 Card Management...pg Suspend Card...pg 20 Report Lost or Stolen Card...pg 21 ipad View... pg 22 Log in to Mobile Banking...pg 22 Navigating...pg 23 Alerts...pg 24 Transactions...pg Transfers...pg 27 Bill Pay...pg Remote Deposit (RDA)...pg Cash Management...pg Initiating ACH...pg 32 Initiating Wires...pg 33 Person-to-Person (P2P)...pg Card Management...pg 36 Logging Out...pg 37 FAQ Mobile Web...pg 38 39

3 rolling through Enrolling Enrolling mobile through through devicemobile device mobile device may be able to enroll You for may mobile be able banking to enroll through for mobile your mobile banking device. through your mobile device. You may be able to enroll for mobile banking through your mobile device. You may be able to enroll You for may mobile be able banking to enroll through for mobile your banking mobile device, through if: your mobile device, if: You may be able to enroll for mobile banking through your mobile device, if: You have previously logged You have in to the previously traditional logged Online to Banking the traditional website Online successfully Banking website successfully You have previously logged in to the traditional Online Banking website successfully You have a Online Banking You ID have in an a ACTIVE Online Banking status ID in an ACTIVE status You have a Online Banking ID in an ACTIVE status You are not in the middle of a password reset You are not in the middle of a password reset You are not in the middle of a password reset You are not being required to agree to a revised Online Agreement You are not being required to agree to a revised Online Agreement You are not being required to agree to a revised Online Agreement You are not being recollected You are for not multi-factor being recollected authentication for multi-factor authentication You are not being recollected for multi-factor authentication 1: Open the Step Mobile Step 1: Banking 1: Open Open the App. the Mobile Banking App. Mobile Banking App. Log in with your Online Log in Banking Log with your with ID Online your and Password. Online Banking Banking ID and Password. ID and Password. 2: Accept terms Step and 2: Step Accept conditions 2: Accept terms by and terms clicking conditions and checkbox conditions by clicking next by to clicking checkbox I AGREE. checkbox next to I next AGREE. to I AGREE. Click CONTINUE Click to proceed. CONTINUE Click CONTINUE to proceed. to proceed. Step 3: Complete the fields and click ENROLL NOW. 3: Complete the fields Step and 3: Complete click ENROLL the fields NOW. and click ENROLL NOW. a) Choose whether to receive enrollment, transfer, and payment confirmations a) Choose whether to receive a) Choose enrollment, whether transfer, to receive and enrollment, payment confirmations transfer, and payment confirmations via text message. via text message. via text message. b) Enter mobile device number for text confirmations. b) Enter mobile device c) Select b) number Enter the wireless for mobile text provider confirmations. device number for the phone for text number. confirmations. c) Select the wireless provider c) Select for the wireless phone number. provider for the phone number. PSBT Mobile Banking web user guide 3

4 Step 3: Complete the fields and click ENROLL NOW. a) Choose whether to receive enrollment, transfer, and payment confirmations via text message. b) Enter mobile device number for text confirmations. c) Select the wireless provider for the phone number. ALL Online Banking accounts are enrolled. Log in to traditional Online Banking to ALL Online Banking accounts are enrolled. Log in to traditional Online Banking t deselect accounts, unenroll, or make changes to your enrollment text preferences. Also, if enrolling deselect with accounts, an ipad, text unenroll, alerts must or be make setup changes in traditional to your Online enrollment Banking. text preference Also, if enrolling with an ipad, text alerts must be setup in traditional Online Bank After a successful enrollment, you are directed to the Menu or Accounts screen. After a successful enrollment, you are directed to the Menu or Accounts screen. You may see an error message if enrollment was not successful. You Pwd may Expired: see Log an error in to traditional message Online if enrollment Banking to establish was not a successful. new password. Account Not Active: Your FI requires mobile enrollment via traditional Pwd Expired: Log in to traditional Online Banking to establish a new passwo Online Banking. Please enter Account a valid Phone Not Active: Number: Your Enter FI a requires complete mobile phone enrollment number. via traditional Please select Online a Wireless Banking. Provider: Select a wireless provider from the drop down menu. Please enter a valid Phone Number: Enter a complete phone number. Please select a Wireless Provider: Select a wireless provider from the drop down menu. 4 PSBT Mobile Banking web user guide

5 login screen locations allows searches for branch and ATM locations. Submit 23 PSBT Mobile Banking web user guide 5

6 ons locations locations are Locations available are Locations from available the login are from available screen the login and from screen from the the login and main screen from menu the and main once from menu logged the main once in. Click menu logged once in. Click logged in. Click locations show all or locations show display all all or display locations all or display to locations see a all listing to locations see of all a listing branches to see of all a and listing branches ATMs. of all and branches ATMs. and ATMs. or locations Search for by locations Search Zip Code, for by locations search Zip Code, by search City, Zip Code, search by search City, by search state, by City, or by show state, search all or locations. by show state, all or locations. show all locations. Selecting locations Selecting options locations Selecting within options locations the App within logs options the you App within out logs of the App you App and out logs of redirects App you and out you of redirects to App and you redirects to you to the device s the native device s map the native functionality. device s map native functionality. map functionality. ile godough Banking Mobile Banking Jack Henry & Associates, Jack Henry Inc. & Associates, Jack Henry Inc. & Associates, Inc. 6 PSBT Mobile Banking web user guide

7 iphone & Android App View Log in to Mobile Banking Step 1: Open your financial institution s App. Step 2: Select LOGIN button. Step 2: Enter your Online Banking ID and Password. You could be challenged to answer your multi-factor authentication security questions after attempting to log in. Unlike traditional Online Banking, this authentication challenge can occur only at login on your mobile device. Prompting Options If enabled in FI Management > Configuration > Prompting Options to periodically collect users current address, users are prompted per those settings in the mobile app. address changes made via the mobile app update the host record based on your FI s update settings. SUBMIT does not become an active option unless a valid address is entered in the field. Users can skip the address prompt by selecting the NOT NOW button. They are prompted at each subsequent login if Prompt at Login Until Collected is set to YES in Prompting Options. For FI s requesting an app build as of September 22, 2014, this feature is standard. Prior to that date, new builds of godough apps for ios and Android are required to enable this feature. This feature is not available in Mobile Browser. PSBT Mobile Banking web user guide 7

8 navigating Access available actions by tapping icons on the screen. navigating Access available actions by tapping icons on the screen. When viewing an account or activity list, swipe the screen up and down to access complete list. When viewing an account or activity list, swipe the screen up and down to access complete list PSBT Mobile Banking web user guide

9 alerts step 1: Touch the Alerts icon on the Home screen. alerts step 1: Touch the Alerts icon on the Home screen. step 2: Select the alert name for more details. step 2: Select the alert name for more details. 38 PSBT Mobile Banking web user guide 9

10 Transactions Step 1: Navigate to the ACCOUNTS menu by selecting the icon. Transactions Step 1: Navigate to the ACCOUNTS menu by selecting the icon. Step 2: Select the account by clicking anywhere on the name, balance, or >. Scroll through the transactions by swiping up or down. Step 2: Select the account by clicking anywhere on the name, balance, or >. Scroll through the transactions by swiping up or down. The Transaction display results are determined by your user display settings within traditional Online Banking. The Transaction display results are determined by your user display settings within traditional Online Banking. 10 PSBT Mobile Banking web user guide

11 Transfers (optional feature) Transfers (optional feature) One-time, immediate transfers, and future-dated transfers are available with iphone and Android Apps version 3.0 and above. Transfers (optional feature) One-time, immediate transfers, and future-dated transfers are available with iphone and Android FI Apps to FI version (Bank 3.0 to Bank) and above. Transfers are an optional feature if you have completed the verification process for your external accounts. FI to FI (Bank to Bank) Transfers are an optional feature if you have completed Step 1: the Select verification the TRANSFERS process for icon your from external the home accounts. screen. Step 1: Select the TRANSFERS icon from the home screen. Step 2: Select the account to transfer FROM and the account to transfer TO. Fill in the dollar amount, select a transfer date, and press SUBMIT. Step 2: Select the account to transfer FROM and the account to transfer TO. Fill in the dollar amount, select a transfer date, and press SUBMIT. PSBT Mobile Banking web user guide 11

12 bill Pay One-time and future-dated payments can be made with iphone and Android Apps version 3.0 and above. If you are not currently enrolled in Bill Pay, clicking on the Pay Bills menu presents One-time and you future-dated with the option payments to request can enrollment be made with from iphone your financial and Android institution. Apps version Follow the 3.0 onscreen prompts to submit your request for Bill Pay enrollment. bill Pay and bill above. Pay One-time bill One-time Pay and and If you future-dated future-dated are not currently payments payments enrolled can be can be in made made Bill Pay, with with clicking iphone iphone on and and the Android Android Pay Bills Apps Apps menu version version presents 3.0 and step above. 1: Select 3.0 and above. you the with Pay the bills option icon One-time and future-dated payments to request from the can enrollment home screen. be made with from iphone your financial and Android institution. Apps version Follow the 3.0 onscreen If you are prompts not currently to submit enrolled your request in Bill Pay, for Bill clicking Pay enrollment. on the Pay Bills menu presents and above. If you you with are the not option currently to request enrolled enrollment in Bill Pay, from clicking your on financial the Pay institution. Bills menu Follow presents the onscreen you If you with are the not option currently to request enrolled enrollment in Bill Pay, from clicking your on financial the Pay institution. Bills menu Follow presents the onscreen you the with Pay step 1: Select prompts prompts the bills to option to icon submit submit to request from your your the enrollment home request request screen. for Bill Pay enrollment. for from Bill Pay your enrollment. financial institution. Follow the onscreen step 1: Select the Pay prompts bills to icon submit from your the home request screen. for Bill Pay enrollment. step 1: Select the Pay bills icon from the home screen. step 1: Select the Pay bills icon from the home screen. bill Bill Pay (optional feature) step 2: Select the account from which to pay. Select the payee. Fill in the dollar amount, select the payment date, and press submit. step 2: Select the account from which to pay. Select the payee. Fill in the dollar amount, select the payment date, and press submit. step 2: Select the account from which to pay. Select the payee. Fill in the dollar amount, select step the payment 2: Select date, the and account press from submit. which to pay. Select the payee. Fill in the dollar amount, select step the payment 2: Select date, the and account press from submit. which to pay. Select the payee. Fill in the dollar amount, select the payment date, and press submit. Immediate payments process at the next bill Submit pay processing time Immediate payments process at the next bill pay processing time. Immediate payments process at the next bill pay processing time. Immediate payments process at the next 41 bill pay processing time. Jack Henry & Associates, Inc. Immediate payments process at the next bill pay processing time. 41 godough Mobile Banking PSBT Mobile Banking web user guide Jack Henry & Associates, Inc Jack Henry & Associates, Inc.

13 remote Remote deposit Deposit anywhere Anywhere (rda) (RDA) (optional feature) Due to differences in mobile devices, screen shots in this document may vary from actual appearance. Deposit checks and review checks deposited via mobile banking with iphone and Android Apps. depositing a Check step 1: Select deposits from navigation menu and select deposit a Check. step 2: Tap Check Front. step 3: Take a clear picture of the entire check by lining it up within the brackets. Tap Use. 42 PSBT Mobile Banking web user guide 13

14 step 4: Tap Check back. step 5: Take a clear picture of the entire check back by lining it up within the brackets. Tap Use. step 6: Enter check amount and select account for deposit. Tap deposit PSBT Mobile Banking web user guide

15 reviewing a deposit Select review and tap details next to desired deposit. Information such as deposit date, amount, and account displays along with options to view front and back check images. 44 PSBT Mobile Banking web user guide 15

16 Cash Management Cash Management users may be able to initiate ACH and wires if they are authorized to do so in traditional. Cash Management (optional feature) Cash Cash Management Currently, users Cash may Management be able to for initiate godough ACH and is only wires available if if they for are banks, authorized not credit to to do so in traditional unions.. Online Banking. Cash Management Single users Sign-On may (SSO) be able is required to initiate for ACH cash users and wires to be able if they to use are mobile authorized banking. to do so in traditional Cash Management. Currently, Cash Management for godough is only available for banks, not credit initiating Cash Management ach unions. users may be able to initiate ACH and wires if they are authorized to do so step in traditional 1: Currently, Select Single. initiate Sign-On Cash ach Management (SSO) from the is required home for screen. godough for cash users is only to be available able to use for mobile banks, banking. not credit unions. initiating Single ach Currently, Sign-On Cash (SSO) Management is required for for godough cash users is only to available be able for to banks, use mobile not credit banking. unions. step 1: Select initiate ach from the home screen. Single Sign-On (SSO) is required for cash users to be able to use mobile banking. initiating ach step initiating 1: Select initiate ach ach from the home screen. step 1: Select initiate ach from the home screen. step 2: Select batch to initiate from batch list. step 2: Select batch to initiate from batch list. step 2: Select batch to initiate from batch list. step 2: Select batch to initiate from batch list PSBT Mobile Banking web user guide 45

17 step 3: Select offset account (if required) and effective date. If desired, check the reset step 3: amount Select to offset $0.00. account Click initiate (if required) batch. and effective date. If desired, check the reset amount to $0.00. Click initiate batch. Initiate 46 PSBT Mobile Banking web user guide 17

18 initiating Wires step 1: Select initiate Wires from the home screen. step 2: Select wire to initiate. step 3: Enter Wire PIN. Select Transmit. Transmit PSBT Mobile Banking web user guide

19 P2P Person-to-Person (P2P) (optional feature) Establish Establish payees payees and and set set up up Person Person to to Person Person payments payments using using mobile mobile banking banking Apps Apps and and above. above. P2P P2P are requires available requires a separate for a separate payments contract contract if allowed and and may by may not your appear not financial appear for your institution. for your financial financial institution. institution. P2P Payee Setup P2P Payee setup Step 1: Enter payee Name, Nickname, , and Keyword. Select SUBMIT. step 1: Enter payee Name, Nickname, , and Keyword. Select submit. Payee enters keyword to complete setup process. Step 2: generates to payee and payee completes setup process. step 2: generates to payee and payee completes setup process. P2P Payment Setup P2P Payment setup Step 1: Select the Person to Pay, Pay From Account, Payment Amount, select the step 1: Select the Person to Pay, Pay From Account, Payment Amount, select the Process Process Date, and optional Memo line. Select SUBMIT. Date, and optional Memo line. Select submit. 48 PSBT Mobile Banking web user guide 19

20 Card Management Manage ATM and debit cards via mobile banking, with iphone and Android Apps 3.0 and above. Once Manage Cards is tapped from the main screen, a list of all available cards displays along with reorder the current Card card (optional) status. Not all of the Card Options listed below may appear. step 1: Select card to reorder from card list by tapping card name area. step 2: Select reorder Card from the Card Options menu. step 3: Tap reorder to change card status to Card Ordered. activate Card (optional) step 1: Select card to activate from card list by tapping card name area. step suspend 2: Select Card activate (optional) Card from the Card Options menu. step 3: Tap activate to change card status to Active. step 1: Select card to suspend from card list by tapping card name area. step 2: Select suspend Card from the Card Options menu. step 3: Tap suspend to change card status to Suspended PSBT Mobile Banking web user guide 50

21 report lost or stolen Card (optional) step 1: Select desired card from Manage Cards by tapping card name area. step 2: Select report lost or stolen from the Manage Cards menu. step 3: Tap report to change card status to Reported Stolen. Primary Debit Card 9516 Report 51 PSBT Mobile Banking web user guide 21

22 ipad View Log in to Mobile Banking Upon opening the app, the landing screen appears. The predominant area of the screen is a graphic image created by the institution and uploaded during the app branding process. To the left of this image, various options appear: Login/Locations: The user can toggle between the login fields and the Locations search options. The Locations feature is also accessible after logging into the app. ID/PIN: Enter standard Online Banking ID and password to log into the app. View Full Website: Tapping this launches the ipad s default browser and redirects the user to the institution s website. Send Us an Tapping this opens the ipad s default program and displays a blank form addressed to the institution. 22 PSBT Mobile Banking web user guide

23 You could be challenged to answer your multi-factor authentication security questions after attempting to log in. Unlike traditional Online Banking, this authentication challenge can occur only at login on your ipad. Navigating Upon successfully logging into the app for the first time, the user will see a help overlay guide to the app s navigation. The Main Navigation displays down the left side of the app and shows functionality available to the user. Tapping any of those menus provides access to specified functionality. The Quick Drawer (referred to as the drawer in the rest of this guide) is accessible by tapping on the lightning bolt icon seen in the upper right corner of the app. A panel, or a drawer, slides into view and provides quick access to alerts, a bill payment and a transfer widget. The drawer provides convenient access to those popular functions without requiring the user to leave the current menu. FOR EXAMPLE, the user may be viewing account transactions and decide to make a transfer. Using the drawer allows the user to create that transfer without having to navigate away from transactions. Hide the drawer by tapping the lightning bolt icon again. Navigation introduction closes when the user taps anywhere on the screen. PSBT Mobile Banking web user guide 23

24 alerts If unread alerts exist, an indicator displays on the My Alerts menu and beneath the drawer toggle (lightning bolt). In this example, 7 unread alerts exist: View alerts by tapping the Alerts menu or by opening the drawer, then tap the individual alert to read it PSBT Mobile Banking web user guide

25 Transactions The Transactions main landing page after logging in is My Accounts. A list of accounts tied to the Online Banking ID appears, along with the balance. Deposit accounts are listed first, followed by loans. Swipe up or The down main to landing view additional page after accounts. logging in is My Accounts. A list of accounts tied to the Online Banking ID appears, along with the balance. Deposit accounts are listed first, followed by loans. Swipe up or down to view additional accounts. The balance displayed is consistent across all godough platforms and is based on general Online Banking parameters. The balance displayed is consistent across all godough platforms and is based on general Online Banking parameters. Tapping on an account displays that account s transactions. Swipe up and down to scroll through additional transactions. Tapping on an account displays that account s transactions. Swipe up and down to scroll through Users can additional also quickly transactions. move through transactions for various accounts by swiping left or right across the top: Users can also quickly move through transactions for various accounts by swiping left or right across the top: The number of transactions displayed is consistent across all godough platforms and is based on the user s Online Banking display settings. The number of transactions displayed is consistent across all godough platforms and is based on the user s Online Banking display settings. PSBT Mobile Banking web user guide 25

26 Tapping a specific transaction displays additional detail, if available: PSBT Mobile Banking web user guide

27 Transfers (optional feature) Transfers Transfers, including FI-to-FI Transfers if available to the user, can be made through the main My Transfer menu on the left or through the Quick Transfer widget in the drawer (accessible through the lightning bolt icon in the upper right). Regardless of manner of access, the transfer process is as follows: step 1: Tap the Transfer from account. step 2: Tap the Transfer to account. step 3: Tap the amount field. A numeric keypad displays; enter the dollar amount of the transfer. step 4: Tap the Transfer date field. A calendar displays, with today s date shown in red. Tap the desired transfer date. step 5: Tap submit Transfer. step 6: A confirmation message displays. Tap ok to acknowledge the message. The mobile number entered during godough enrollment may receive a text message confirmation, depending on the user s enrollment settings. 57 PSBT Mobile Banking web user guide 27

28 Bill Pay (optional feature) If the user is enrolled for JHA Bill Pay or ipay, bill payments can be scheduled through PointMobility. Adding or editing payees, editing scheduled payments, or establishing recurring payments is completed through traditional Online Banking. Payments can be established through the Bill Pay menu on the left or by tapping the lightning bolt icon to open the drawer. Tapping the i icon displays details about the payee: 28 PSBT Mobile Banking web user guide

29 Regardless of manner of access, the bill pay process is as follows: step 1: Tap the Payee. step 2: Tap the from account. step 3: Tap the amount field. A numeric keypad displays; enter the dollar amount of the payment. step 4: Tap the Process date field. A calendar displays, with today s date shown in red. Tap the desired date. step 5: Tap submit Payment. step 6: A confirmation message displays. Tap ok to acknowledge the message. The mobile number entered during godough enrollment may receive a text message confirmation, depending on the user s enrollment settings. 59 PSBT Mobile Banking web user guide 29

30 remote Remote deposit Deposit anywhere Anywhere (rda) (RDA) (optional feature) If your institution is allows contracted RDA and for RDA has given and has the given user access, the user the access user through can make the deposits ProfitStars through back office PointMobility. site, the user can make deposits through PointMobility. step 1: Tap Check Front Capture. The ipad s camera activates. step 2: Using the guidelines on the screen, align the front of the check and tap the blue camera icon that appears in the lower right of the screen. The image can be recaptured as needed. step 3: Tap Use image. step 4: Tap Check back Capture. The ipad s camera activates. step 5: Using the guidelines on the screen, align the back of the check and tap the blue camera icon that appears in the lower right of the screen. The image can be recaptured as needed. step 6: Tap Use image. step 7: Tap the Check amount field and key in the amount of the check. step 8: Tap deposit to account field and select desired account. step 9: Tap deposit Check. step 10: A confirmation message displays. Tap ok to acknowledge PSBT Mobile Banking web user guide

31 A list of recent deposits displays in the review deposits column. Tap the deposit to view details: 61 PSBT Mobile Banking web user guide 31

32 Cash Management (optional feature) ach Cash Management users with ACH initiation permissions can initiate batches through PointMobility. To initiate an ACH batch: step 1: From the ACH List, tap the batch. step 2: If displayed, tap the offset account field. A list of accounts displays; tap the desired account. step 3: Tap the effective date field. A calendar displays, with today s date shown in red. Tap the desired date. step 4: Tap initiate ach. step 5: A confirmation message displays. Tap ok to acknowledge the message. The mobile number entered during godough enrollment may receive a text message confirmation, depending on the user s enrollment settings PSBT Mobile Banking web user guide

33 Wires Cash Management users with wire approval or transmit permissions can transmit wires through PointMobility. To approve or transmit a wire: step 1: From the Wires List, tap the wire. step 2: Tap the Wire Pin field. A keypad displays; enter the wire PIN. step 3: Tap approve Wire or Transmit Wire. step 4: A confirmation message displays. Tap ok to acknowledge the message. The mobile number entered during godough enrollment may receive a text message confirmation, depending on the user s enrollment settings. 63 PSBT Mobile Banking web user guide 33

34 Person-to-Person (P2P) (optional Payments feature) If installed for the institution, users can establish P2P payees and payments through PointMobility. Payments can be established through the P2P menu on the left or by tapping the lightning bolt icon to open the drawer PSBT Mobile Banking web user guide

35 Tapping the i icon displays the last payment date for the payee: To add a P2P payee: step 1: Tap the main P2P menu from the left navigation. step 2: Tap add Person to Pay. step 3: Tap Person name field. Keypad displays; type the payee s name. step 4: Tap Person nickname field. Keypad displays; type a nickname. This value identifies the payee when viewing a list of payees. step 5: Tap address. Keypad displays; type payee s address. step 6: Tap Confirm address. Keypad displays; re-type payee s address. step 7: Tap keyword field. Keypad displays; enter a keyword. You must communicate your keyword to the payee in order to complete payee setup. step 8: Tap add Person. step 9: A confirmation displays. Tap Continue. Just like in other godough apps or in traditional, the newly added payee Newly receives added an payee s and receives must follow an the prompts and must listed follow in the prompts to listed complete in the payee to setup. complete This payee includes setup. clicking This includes a link, entering clicking the a link, keyword entering and the providing keyword routing and providing account routing number and account information. number and information. Regardless of manner of access, to establish a P2P payment the process is as follows: step 1: Tap the Payee. step 2: Tap the from account. step 3: Tap the amount field. A numeric keypad displays; enter the dollar amount of the payment. step 4: Tap the Process date field. A calendar displays, with today s date shown in red. Tap the desired date. step 5: Tap submit Payment. step 6: A confirmation message displays. Tap ok to acknowledge the message. The mobile number entered during godough enrollment may receive a text message confirmation, depending on the user s enrollment settings. 65 PSBT Mobile Banking web user guide 35

36 Card Management If enabled for traditional Online Banking, users can manage their ATM and debit cards through the PointMobility app. Options vary, but could include: Activate Suspend (a.k.a. warm card ) Report Lost or Stolen (a.k.a. hot card ) Reorder Step 1: Access the Manage Cards menu. Step 2: For the desired card, tap Available Card Actions. Step 3: From the list of possible actions, tap desired action. Step 4: A confirmation message displays. Tap to confirm. Step 5: Acknowledge the final confirmation by tapping OK. The card status is now updated accordingly. 36 PSBT Mobile Banking web user guide

37 logging out Tapping the Log Out icon in the upper right corner of the app displays a confirmation: Tapping Yes redirects the user to the app s launch page. A user may also time out if no activity was detected in the last 10 minutes. A message displays: keep Working starts the session timer over and keeps the user logged into the app. log out redirects the user to the app s launch page. If no action is taken, the user is logged out and redirected to the launch page once the countdown is complete. 67 PSBT Mobile Banking web user guide 37

38 Frequently Asked Questions Mobile Web Q. What type of phone must I have to use mobile banking? A. The JHA mobile solution is phone device agnostic. It works with any web-enabled mobile phone device whose network allows secure SSL traffic. The Mobile Banking app is only available for iphone, ipad (ios 6 and newer), and Android devices. Q. What functions can I perform from my mobile device? A. Provided that your financial institution has given you access, you can: View transaction history View account balances Transfer funds between accounts Pay bills to existing payees View locations/atms View alerts Submit deposits (RDA) Card management Q. How do I know if my transfer or bill payment was entered successfully? A. If you selected to receive text alerts, each time you make a transfer or bill payment a confirmation Text Message is sent to your mobile device. If you do not receive a confirmation text message, double check to make sure the transaction went through via traditional Online Banking. Q. What if I no longer want to be a mobile user? A. Log in to your financial institution s online banking site and select Options > Mobile Settings. Then deselect Activate Mobile Banking Access and click AGREE. Q. What happens if I lose my mobile device? A. Since your account data is not stored on your mobile device, your information cannot be stolen. When you replace your device, simply edit your Mobile Settings in Online Banking and make any changes to the Wireless Provider and/or Phone Number. Q. Why can t I add a new Bill Payment payee? A. Bill Payment functionality is limited to sending payments to already established payees. To add a new payee, log in to the online banking site, select Bill Payment, and add a new payee. You can then submit payments to that payee via your mobile device. Q. What happens if I lose communication/signal during a transaction? A. When you complete a transaction from your mobile device (bill payment, funds transfer, etc.) you receive a text message as confirmation that the transaction was successful. If you do not receive this message, or you did not select text alerts during enrollment, check your accounts and re-submit any transactions that did not process. 38 PSBT Mobile Banking web user guide

39 Frequently Asked Questions Mobile Web, continued... Q. What do I need to do if I get a new phone? A. If you simply get a new phone but keep the same phone number and provider, no changes on your part are necessary. If you switch providers and/or phone numbers, log in to traditional Online Banking and update your information on the Options > Mobile Settings page. You will not receive text messages regarding Mobile Banking transactions if your phone number and carrier are not correct. Q. Can I use any mobile device to access my accounts? A. Yes. You can access your accounts via any mobile device that is web-enabled and allows secure SSL traffic. The only difference is that text messages are sent to the phone number entered when enrolling for mobile banking, not necessarily the device from which you perform a transaction. Q. What determines the balance displayed in godough? A. The balance displayed is consistent across all platforms and the landing pages in traditional Online Banking. Controlled through your general Online Banking parameters, your institution chose to show either the Ledger or the Available balance. Q. How much history displays in transactions? A. The amount of transactions displayed is consistent across all platforms and is based on the user s defaults set in the Display Options/Settings menu of traditional Online Banking. Q. How do I delete a bill payment that I set up through my mobile device? A. You must log in to traditional Online Banking ID and delete the payment from the main menu of the Bill Pay module. Q. When I try to enter an amount for a bill payment or transfer, I can t enter any numbers, only letters. Why? A. Check your phone s settings to make sure you don t have alpha-only enabled on the keypad. Q. What if I can t get my mobile device to work with? A. To use mobile banking, your phone must meet the following minimum requirements: 1. Your mobile device must be web enabled. 2. Your mobile network must allow secure SSL traffic. You may need to contact your mobile provider to determine this. PSBT Mobile Banking web user guide 39

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