Mobile Deposit: Frequently Asked Questions

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1 Mobile Deposit: Frequently Asked Questions What is Mobile Deposit? Mobile Deposit is a convenient service that allows you to deposit checks using the camera on your Apple or Android smart phone. You have the ability to make deposits into your account anytime, anywhere. What are the fees for the service? Mobile Deposit is free of charge. What types of accounts can I deposit imaged checks into? You can deposit into any of our personal or business checking accounts, savings accounts or IRA accounts. What are the benefits of using Mobile Deposit? The primary benefit of Mobile Deposit is that you can make deposits wherever you are, twenty-four hours a day, without having to go to a branch or ATM. Also, most deposits appear in your account within minutes. How does Mobile Deposit work? Log into your mobile banking app, select Deposit Checks for iphones or Deposits for Android and start the process for depositing your checks. Do I need to agree to Terms and Conditions before I can start using Mobile Deposit service? When you first access this service with your smart phone, you must accept Terms and Conditions prior to using Mobile Deposit. Can I deposit a check right away? Yes, once you have agreed to the Terms and Conditions you will have immediate access to Mobile Deposit.

2 When are Mobile Deposit items processed? Deposits post to your account within minutes of scanning your check. Please be sure to retain your check for 90 days, as further review may require additional review of the check. Can I view a statement or history of deposits? Yes. When you are in the iphone app, choose View Accounts from the Home screen, choose the account where the deposit was made and a transaction history, including mobile deposits, will be displayed. In the Android app, select Accounts from the navigation menu, choose the account where the deposit was made and a transaction history, including mobile deposits, will be displayed. How many checks can be included in one deposit? You may deposit up to 10 checks per session Is there a daily limit to the total deposit amount? Yes. The daily limit is $5,000 per day per membership. Can multiple deposits be submitted during one day? Yes. You can make several deposits per day. However, there may be a 2 business day hold placed on all the items deposited that day. If you have any questions about daily limits, please us at or call us at ( from outside the Albuquerque area). Will holds be placed on checks submitted through Mobile Deposit? Yes, there may be holds, just like if you deposit the check at a branch or ATM. Additional funds availability information is also available on our website. At the bottom right of the home page, select "Truth-in-Savings Disclosure ". How do I log into Mobile Deposit? You can access Mobile Deposit as soon as you log into the mobile banking app. When you reach the home screen, select on Deposit Checks for iphones or Deposits for Android and start the process for depositing your checks. What s should I expect to receive regarding Mobile Deposit? You can yourself a confirmation of your deposit. You will also receive an if a transaction is modified or reversed.

3 What address will I see when I receive communications regarding Mobile Deposit? All s regarding your deposit will come from: Depending on your settings, these s may be filtered into "Junk Mail" or "SPAM" folders, so be sure to check those folders periodically. If I do not receive a confirmation for Mobile Deposit service, what should I do? You will receive a confirmation of your deposit if you choose to send one. You choose the address to send that confirmation to. There may also be times when we notify you, by , that there has been and adjustment or reversal of your deposit. We will to the address on file in Internet Banking. Please check your Junk Mail or SPAM folders occasionally to ensure s we send you are not being filtered. You can confirm or update your current address by selecting on the Change My Address within the web version of Internet Banking to ensure secure receipt for future Mobile Deposit communications. What types of checks can I deposit with Mobile Deposit? Single-party domestic checks made payable to the owner(s) of your Nusenda Credit Union checking account or savings account. IMPORTANT NOTE: These items CANNOT be used with Mobile Deposit and will need to be brought to one of our branch offices: checks previously submitted for deposit savings bonds foreign checks third party checks checks written from your account at another financial institution items stamped "non-negotiable incomplete checks stale-dated checks (more than 6 months old) post-dated checks (dated for a future day) any checks that contain evidence of alteration to the information checks purporting to be a lottery or prize winning If you have any questions, us at or call us at ( outside the Albuquerque area).

4 What do I do if I have questions about Mobile Deposit service? Online help screens are available during any Mobile Deposit session. You can also us at - or call us at ( from outside the Albuquerque area). You can also ask questions through Internet Banking s live chat or secure on the web version of Internet Banking. Can I expect that all checks will scan/photograph correctly? No. Variation in check sizes, colors and designs can impact the readability of the check. If a check cannot be read, you will be notified by and asked to bring the check in question into one of our branch offices, or mail it with a checking deposit slip to: Mail Teller, Nusenda Credit Union, P.O. Box 8530, Albuquerque, NM NOTE: We recommend that you save your checks for 90 days. What should I do with a check once it has been scanned successfully? Please keep and store the check in a secure location for at least 90 days in case there is a problem with the deposit. Once the time limit has expired, please destroy the check via shredder or other secure disposal method. How can I review my Mobile Deposit deposits? You can review deposits by selecting on the View Accounts from the home screen of the app. Then choose the account where the deposit was made and a transaction history, including mobile deposits, will be displayed. I made a deposit in the morning and got an overdraft fee that day. Why? Charges for processed transactions are posted throughout the business day. If a scanned deposit was received after the debit transaction was presented, the deposit was not yet available to pay the debit transaction, which could result in an overdraft. Debit transactions (debit card, checks, or ACH charges) should not be authorized prior to the time when you have funds available in your checking account. I scanned a check and received an instructing me to bring the check to a branch office or mail it in. Why? The check was outside the criteria for your account. There can be various reasons for this, but generally it is due to the quality of the check image. What do I do if I wish to cancel Mobile Deposit? Cancelling is not necessary. This service is available for you to use as needed, and is free of charge.

5 Since the name changed to Nusenda on Feb. 10th, do I have to re-download my mobile app? Your current app will continue to work. Your app will either automatically update on your mobile device or, if you have your device set for manual updates, you can choose to download them at your convenience. Now that you ve changed your name, what is the Mobile Banking app called? The updated mobile apps will be named Nusenda Credit Union - Mobile Banking in itunes, Google Play, and the Kindle App store. The app icon has the green Nusenda symbol with a white background. How will I update my app? After an app update is available, it will update in one of the following ways depending on your device settings: a. Auto-update: if you have set your phone to auto-update, then the application will automatically update when it becomes available in the app stores. b. Manual Update: if you have auto-update turned off, your app will not be automatically updated. It will only update if you manually update it or if you uninstall and reinstall the application. c. If you never update your app, the old version of the mobile app will continue to work. When an operating system update renders the app inoperable, or a device is no longer supported, you will be unable to continue using the older version of the app. Where is the menu located in my Android Mobile Banking app? If you have the Android app, your menu was moved from the bottom to the top left corner of your screen. This change offers improved navigation with additional options offered on the home screen. How do I find the Mobile Banking app in the app store? You can search for the app using our new name, Nusenda Credit Union. You can also search for the credit union app using the search terms NMEFCU, New Mexico or Educators. Why is there a blurry image on my device when I try to use Mobile Deposit the first time after updating the Mobile Banking App? The first time you sign in after updating your app you will see the following directions regarding mobile deposit: Place the check on a contrasting background Avoid shadows

6 Tap the screen to take a picture Just tap the X in the upper right hand corner of your screen to acknowledge the directions and proceed with your deposit. These instructions will not appear after you acknowledge them the first time.

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