MobileBanking Questions

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1 Frequent Questions MobileBanking Questions What types of transactions can I do through MobileBanking? How can I access MobileBanking? Does Charter Oak FCU have MobileBanking Apps? How safe is it to use? What do I need to do before using MobileBanking? Do I need a special phone to use MobileBanking? Does Charter Oak FCU charge a fee for MobileBanking? What is Remote Deposit Capture? What is Charter Oak FCU Mobile How do I use Charter Oak FCU Mobile What type of smartphone phone can I use for Charter Oak FCU Mobile Are there fees to use Charter Oak FCU Mobile Are there limits to how much I can deposit with Charter Oak FCU Mobile What is the deadline for funds to be credited on a business day when using Charter Oak FCU Mobile How will mobile deposits made with Charter Oak FCU Mobile Deposit appear in my account listing? How should I sign checks when using Charter Oak FCU Mobile Will I receive an after making a deposit with Charter Oak FCU Mobile When will my funds be available after making a deposit with Charter Oak FCU Mobile What are the advantages of using Charter Oak FCU Mobile Is Charter Oak FCU Mobile Deposit secure? What kinds of checks can I deposit with Charter Oak FCU Mobile Can foreign currency checks be processed through Charter Oak FCU Mobile How do I get the best image of the check using Charter Oak FCU Mobile What happens if the system times out while I am taking pictures of the images using Charter Oak FCU Mobile How long should I keep the original checks after making a deposit with Charter Oak FCU Mobile Who can I call if I have questions about Charter Oak FCU Mobile What types of transactions can I do through MobileBanking? Charter Oak FCU offers Mobile (Web) Banking for any member enrolled in Charter Oak FCU OnlineBanking. You can perform the following transactions through MobileBanking: View your deposit and loan accounts Check your balances View your posted transactions Deposit checks with our mobile app Make a transfer Make bill payments (to any payee in your online profile) Find a Charter Oak FCU Bank Branch

2 How can I access MobileBanking? Access is easy! You can access MobileBanking by going to the same web address you are accustomed to for logging in to Charter Oak FCU Online from your computer. When you access Charter Oak FCU OnlineBanking from your mobile device, we will detect you are on a mobile phone and will redirect you to the Charter Oak FCU MobileBanking site. You can also download Charter Oak FCU s MobileBanking App for Android or iphone smart phones and ipads. Does Charter Oak FCU have MobileBanking Apps? Yes, members using Android or iphone smart phones or ipads can download the free Charter Oak FCU MobileBanking App from the app store/marketplace. Message and data rates may apply How safe is it to use? At Charter Oak FCU, we understand the importance of security. That's why we are dedicated to providing our members a safe and secure environment for accessing their financial information online. Charter Oak FCU MobileBanking offers you the same protection that you are accustomed to on Charter Oak FCU OnlineBanking. What do I need to do before using MobileBanking? First, you must be enrolled in Charter Oak FCU OnlineBanking. Once enrolled, you can set up the accounts you see in your MobileBanking profile by going to the MySettings tab and choosing Mobile settings. Secondly, before you can use MobileBanking to pay your bills, you must first have established your payees in the Charter Oak FCU OnlineBanking bill pay area. Do I need a special phone to use MobileBanking? Charter Oak FCU MobileBanking supports a wide variety of mobile phones. Your phone must have web browsing capabilities in order to access our MobileBanking site. Our MobileBanking App supports the following versions: Android iphone ipad Does Charter Oak FCU charge a fee for MobileBanking? Use of MobileBanking is provided at no cost to you through Charter Oak FCU. You may, however, be charged data or other internet access fees. Check with your mobile services carrier for details on data usage plans and service charges. What is Mobile Remote Deposit Capture? Mobile Remote Deposit refers to the ability to deposit a check into a credit union account from a remote location, such as an office or home, without having to physically deliver the check to the credit union. This is typically

3 accomplished by scanning a digital image of a check into a computer (or taking a picture of it with the camera function of your smartphone), then transmitting that image to the credit union, What is Charter Oak FCU Mobile Charter Oak FCU offers a Mobile Remote Deposit Capture (MRDC) service called Charter Oak FCU Mobile Deposit. You may deposit checks directly into your checking account using a supported smartphone or Tablet. How do I use Charter Oak FCU Mobile To use this service you will need to be enrolled in Charter Oak FCU OnlineBanking, have an eligible account, and have installed the Charter Oak FCU MobileBanking app on your smartphone or tablet. What type of smartphone phone can I use for Charter Oak FCU Mobile Currently, Charter Oak FCU Mobile Deposit can be used with a supported Android or Apple operating systems. Not Available for Blackberry or Windows phones 1. Install the mobile app to your smartphone or tablet 2. Agree to terms and conditions that are/if presented 3. Choose the Make A Deposit icon 4. You are now ready to photograph the front and back of checks; a. Choose which account to make your deposit b. Enter amount of deposit c. Review Deposit d. Click Submit Are there fees to use Charter Oak FCU Mobile There is no charge from Charter Oak FCU to install a Mobile app. Message and Data rates may apply. However, you should contact your wireless service provider to see if any connectivity or usage rates may apply. Are there limits to how much I can deposit with Charter Oak FCU Mobile Limits: Limits that apply to the amount of any individual check, the dollar amount and number of checks that may be deposited in a day, and the dollar amount of checks that may be deposited in a multi-day period. Deposit limits are as follows: Limits: Limits that apply to the amount of any individual check, the dollar amount and number of checks that may be deposited in a day, and the dollar amount of checks that may be deposited in a multi-day period. Personal Banking daily limits are as follows: Pay Limit Single check deposit amount limit - $3,000 Daily Amount Limit Daily cumulative deposit amount limit - $3,000 Daily Count Limit Daily cumulative deposited item count limit 10 Personal Banking monthly limits are as follows: Monthly Amount Limit Daily cumulative deposit amount limit - $10,000 Monthly Monthly Amount Limit Daily cumulative deposit amount limit - $10,000

4 We reserve the right to modify such limits from time to time or to impose different limits on certain members. To view any modifications to such limits please visit Refer to Terms of Service for additional details What is the deadline for funds to be credited on a business day when using Charter Oak FCU Mobile Deadlines: Cutoff Time Frames- All deposits made via the Charter Oak FCU Mobile Deposit service must be received by us by 3:00 pm EST, in order for such deposit to be credited on the business day it was transmitted. All deposits made via the Charter Oak FCU Mobile Deposit service received after such deadline (or received on a day other than a business day, i.e. Saturday, Sunday or banking holiday) shall be credited on the business day following such receipt. All funds are automatically placed on a two day hold; extended holds may apply. How will mobile deposits made with my CharterOak FCU Mobile Deposit appear in my account listing? MobileBanking deposit will appear as a deposit transaction with a Remote Deposit comment. Deposits made after 3pm EST will not be seen as a deposit transaction until the next business day. Requirements - Check Images. All check images shall legibly and accurately depict legal and courtesy amount field, payee, date, check number, drawee information, and memo line designation. In addition you must verify that the Magnetic Ink Character Recognition ("MICR") line is true and accurate in its reproduction on the check image. We have the right to adjust the amount of any deposit based on our review of the image. We shall not be liable for any damage resulting from a check or item s poor image quality, including those related to rejection of or delayed or improper crediting of such a check or item or from any inaccurate information you supply regarding the check or item. Endorsement - You must endorse each check before transmission, exactly as the check or item is made payable and also Indicate Mobile Deposit below your signature. Destruction of Checks - All checks shall be retained in a secure fashion. Our standards require that the check be retained for a minimum of sixty (60)) calendar days after funds have been made available. You shall safeguard all checks prior to their destruction from unauthorized access and use, including without limitation, theft, alteration, access, re-imaging, and re-presentment. No Further Use of Check - You will not permit the check to be presented, returned or otherwise used to obtain a payment that would duplicate the payment sought by the deposit made via the Charter Oak FCU Mobile deposit service. Franking - Franking. In addition to signing the check where required you shall mark the back of each check with the notation "Mobile Deposit". If the check was previously refused or rejected and is to be presented for deposit or payment subsequently, then the face of the check must be marked with the date the electronic image was refused or rejected. ****** Notifications - You will receive a "deposit received" confirmation once you have submitted a deposit. Funds Availability All deposits are placed on an automatic two business day hold. Funds will not be available until the hold has expired. You will see your deposit reflected in your available balance once funds become available.

5 How should I sign checks when using Charter Oak FCU Mobile You must endorse each check before transmission, exactly as the check or item is made payable. In addition to signing the check where required please mark the back of each check with the notation "Mobile Deposit". If the check was previously refused or rejected and is to be presented for deposit or payment subsequently, then please mark the face of the check with the date the electronic image was refused or rejected. Will I receive an after making a deposit with Charter Oak FCU Mobile You will receive a "deposit received" confirmation once you have submitted a deposit. If your deposit was made before the business day cutoff of 3:00pm EST you will receive a second within 4 hours after you have received the initial deposit received confirmation informing you whether or not the deposit has been "approved" or "declined". If your deposit is made after 3:00pm EST you may not receive the approval or decline until the next business day. When will my funds be available after making a deposit with Charter Oak FCU Mobile Funds are automatically placed on a two business day hold, but such availability shall be subject to our discretion with respect to our risk-based monitoring of your account. You will see your deposit reflected in your available balance once funds become available. What are the advantages of using Charter Oak FCU Mobile With Charter Oak FCU Mobile deposit, you can: Save time and money by eliminating trips to the bank to deposit checks. Bank when you want to bank. Reduce paperwork by storing your check images and transaction history on our secure site. Is Charter Oak FCU Mobile Deposit secure? Charter Oak FCU Mobile Deposit is protected by several layers of security. This app uses 128-bit SSL encryption technology to protect your financial activities. What kinds of checks can I deposit with Charter Oak FCU Mobile Charter Oak FCU Mobile deposit can process checks payable in U.S. dollars and drawn on any U.S. bank, including, but not limited to: Personal checks Business checks Traveler's checks Remember to sign the front of your Traveler s check as well as the back to prevent the item from being returned for missing signatures Money orders Money Gram money orders are not able to be processed via Charter Oak FCU MobileBanking Please note: Charter Oak FCU Mobile Deposit is designed for U.S. personal

6 and business checks. Other check forms resembling personal and business checks can also work, but they will never be 100%. Typically postcard format refund checks do not process. The print quality of the check may prevent it from being processed. U.S. Treasury checks cannot be processed via Charter Oak FCU Mobile Deposit. Can foreign currency checks be processed through Charter Oak FCU Mobile No. Charter Oak FCU Mobile Deposit is only for checks payable in U.S. dollars and drawn on banks in the United States. How do I get the best image of the check using Charter Oak FCU Mobile 1. Flatten the check and place it on a dark, non-reflective surface. Make sure there is enough light to distinguish the check from the background. 2. Line up the check with the horizontal and vertical guides provided and click the camera icon to take a picture. 3. The image will be displayed for you to review. If it is not readable, click "Retake" to retake the picture of the check. 4. If you can read the details on the check, click "Use" to keep the image. If our system can't correctly interpret the writing on your check, you can always deposit your check at any Charter Oak FCU branch or ATM. Note: Please remember to endorse the check before you scan it. If you don't, the payer s bank may choose not to pay it and the deposit credit to your Charter Oak FCU account will be reversed. What happens if the system times out while I am taking pictures of the images using Charter Oak FCU Mobile If the session times out during the taking of your check image pictures you will need to start over. How long should I keep the original checks after making a deposit with Charter Oak FCU Mobile Once you've scanned and submitted your deposit, you should mark the checks as having been deposited and store them in a secure location until you destroy them. There are no laws or regulations that specify any length of time you need to keep the original checks. We recommend that you destroy the original checks after 60 days of receiving your notification of your deposit. Should I be concerned with the security of Remote Charter Oak FCU has the primary responsibility of protecting the information and the systems that the information resides on from compromise and attack. Keeping a member's information safe has always been just as important as keeping our members money safe. Safeguarding the system, the information and the database remains priority one with Charter Oak FCU! After the original check has been successfully scanned and processed, the original item should be destroyed using, at a minimum, a "cross-cut" shredder. This should be done (60 days after item has been deposited). While waiting to verify the deposit, the original items should be locked up in a safe just like you would lock up cash. Why? Checks are like cash. They should be treated as negotiable instruments.

7 What kind of equipment will I need? Current Certified Mobile Devices iphone, ipad and Android SCANNER LIST This section contains a sampling of scanners known to be compatible or incompatible with the RDA application. Note: This is not meant to be a complete list of acceptable scanners, but only those tested and their compatibility known. We cannot definitely list for members all the scanners that may be compatible with RDA because scanner manufacturers do not always implement or list which standards for communicating they support. You can however, test your scanner before creating a deposit to insure that one of the compatible drivers are installed. Click Test Scanner to perform a compatibility check on your scanner. A list of installed scanners that support the necessary drivers on your PC or laptop will appear. Pick the scanner that you intend to use from the drop down list provided, then click Test. You will receive one of the following messages: Succeeded Continue with deposit process. Cannot Communicate This message will appear if the scanner selected is not connected to the PC or laptop at the time of the test. Select another option or connect the proper scanner. Failed This message will appear if the scanner drivers are not compatible with the RDA application. Compatible Brother MFC 240C Canon LiDE; LiDE25; MP240; MX330; MP450 Dell 948 AIO Epson C351C; Stylus NX300; NX400; V300 HP 7410; PSC 2400; 5550c; G3010; Scanjet 2800 Lexmark X3650 Epson Perfection V30 Not Compatible Brother MFC5100C Dell Photo 926; MFP1125; 960 HP Officejet v series; G3110 Kodak ESP 5; ESP 3250 Why doesn't my scanner work with Remote WHY SOME SCANNERS DO NOT WORK WITH REMOTE DEPOSIT AN EXPLANATION OF THE SCANNER INTERFACE. TWAIN is an industry accepted, yet flexible standard for communicating with PC peripherals such as scanners and cameras. The TWAIN standard is not a strict standard and hardware vendors may declare their devices are TWAIN compatible because they have implemented and tested a few functions defined in the TWAIN standard. However, there are multiple functions in the TWAIN standard and not all functions are required. Therefore a hardware manufacturer may be accurate in their statement that a particular model is TWAIN compliant, and still may not support all required TWAIN functions needed to work with RDA. To help increase the number of scanners that will be compatible with RDA, our provider has developed an alternative method of getting

8 images from scanners called Windows Image Acquisition (WIA). This method may be available for some scanner models as well. It requires.net 2.0 be installed on the user's PC and will install it if it is not. If the.net installation does not succeed on the user s PC then RDA will not work. Even with these two methods of image capture, not all scanners will be compatible with RDA. Who can I call if I have questions about Charter Oak FCU Mobile Please contact our Call Center at ext: 3102 or toll free at ext:3102 for questions about Charter Oak FCU Mobile Deposit.