First United Bank. Mobile Banking Enrollment and FAQs

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1 First United Bank Mobile Banking Enrollment and FAQs

2 Mobile Banking Enrollment & FAQs MOBILE DEVICE MINIMUM REQUIREMENTS Apple: Apple iphone 4.3 or higher Apple ipod Touch 4.3 or higher Apple ipod 4.3 or higher (The minimum requirements for the Apple version of the mobile banking app will be listed in itunes when searching for the app. itunes will list the devices that the app is compatible with as well as the ios (operating system version.) If you do not have the most current ios or operating system available, you should connect your device to any PC or Mac running itunes and install the latest version. Android: Android Devices 2.1 or higher Device must meet minimum specification required by the app or the app will not be displayed to the device by the store. REGISTRATION PROCESS Step 1: Launch the First United Mobile App. Mobile Banking Enrollment & FAQs Page 2 of 10

3 Step 2: Press the New Mobile User? Tap to Register button. Step 3: Review and accept the Mobile Banking Terms & Conditions. Mobile Banking Enrollment & FAQs Page 3 of 10

4 Step 4: Fill out the customer verification screen and press the Verify button. Step 5: Create your username and password, then press the Submit button. Now you are registered and ready to enjoy the First United Mobile App. Mobile Banking Enrollment & FAQs Page 4 of 10

5 MOBILE BANKING FAQs Who is allowed to use the iphone or Android mobile banking apps? Any retail customer with a First United Bank Account may access the app. The customer must also be in good standing with the financial institution. What do I need in order to register for the app? You will need the following information to register: Last 4 digits of your Social Security Number Date of Birth Account Number Account Type (Checking, Savings, etc.) Can a Small Business customer use the First United Mobile Banking App? Only accounts that are registered using a personal Social Security Number will be able to register for the app. Can multiple customers use the mobile banking app through the same device? No, only one user is permitted per device. Do I need to be the primary account holder in order to register to use the mobile banking app? No, as long as you have a Social Security Number tied to an existing account then you will be able to register. I have forgotten my username or password. How can I retrieve it? If the username or password has been lost, you can select the Help icon on the login screen and follow the necessary steps to retrieve the forgotten credentials. I am having difficulty with creating a username. The username must be between 6-20 characters in length. The guidelines for creating a username are stated specifically within the registration process. I am having difficulty creating a password. The password must contain the following: At least 8 characters long At least 1 number At least 1 upper case letter At least 1 lower case letter At least 1 special character # $ % ^ & * _ + - = ( ) [ ] { } ; :,. /?) The password must be entered twice during the registration process to confirm that the desired password was entered correctly. I cannot log out from the app. For Apple devices, press the Log Out button in the upper right-hand corner of the app. For Android Devices, the customer can press the Settings button, which will bring up a sub-menu within the app. Once the submenu is brought up, the customer then has the option to select Log out to leave the app and end the current session. After selecting Get Directions from the Locations menu, I am unable to continue with the current session. When selecting Get Directions you are actually leaving the app session and continuing to Google Maps. You will need to log in once again to access content within the app. Mobile Banking Enrollment & FAQs Page 5 of 10

6 How often must I change my First United Mobile Banking App password? There are currently no enforced rules requiring you to change your password. It is a suggested best practice that you access the Help feature in the app and periodically change your password as a security measure. Will my Mobile Banking account be deactivated due to a lack of use? Yes, the account will remain active unless you have failed to log into your account within the past year. How do I reset my password? Select Help from the menu and then select Reset Password. How can I find my username/id? Select Help from the menu and then select Forgot Username. How can I change my username? Usernames cannot be changed from the app. If you need your username changed please contact us at (855) (FUB STAR) for assistance. Can I use the same username/password I have for online banking? Yes, as long as your password meets the mobile app security requirements: Must be at least 8 characters long Include at least 1 number Include at least 1 upper case letter Include at least 1 lower case letter Include at least 1 special character # $ % ^ & * _ + - = ( ) [ ] { } ; :,. /?) Where do I go to download the mobile app? You can search for First United Bank in the App Store for Apple devices or Google Play for Android. You can also find a link to the app on our web page at When I search First United Bank in the Google Play (Android Marketplace), why can t I find the app? Our app has certain requirements that must be met by an Android device to operate correctly. If your device doesn t meet these, the app is not displayed in the store for your device. I am trying to register on the app; it keeps saying I cannot be verified. If you are certain you are entering the correct information, please call us at (855) (FUB STAR) for assistance. I am receiving an error message, null, what does this mean? This could be a one-time occurrence due to a connectivity problem. Please try the operation again. If the issue re-occurs, please contact us at (855) (FUB STAR) for assistance. I do not have an iphone or Android; will you have an app for Blackberry or other smartphones? We review other devices on a quarterly basis to determine if we should offer an app. Can I use bill pay through the App? First United Bank offers a feature called Picture Pay. This feature allows you to pay bills with three simple steps. (Please see Picture Pay FAQs below.) 1. Take a picture of your bill. 2. Select the date on which you would like the bill paid. 3. Enter the amount of the bill. Mobile Banking Enrollment & FAQs Page 6 of 10

7 Where do I go to setup and receive alerts? Security alerts are available in Settings within the mobile app. I am a signer on another account and it shows up on my app. I do not want it on there, how can I remove that account? Under Account Settings, select the account you wish to hide and then turn Hide Account on. I got an error message, 201, what does this mean? This could be a one-time occurrence due to a connectivity problem. Please try the operation again. If the issue re-occurs, please contact us at (855) (FUB STAR) for assistance. Why can t I see my business account on the app? At this time we do not offer Mobile Banking for business accounts. MOBILE DEPOSIT CAPTURE FAQs What is Mobile Deposit? Mobile Deposit allows you to conveniently make secure deposits anytime using your iphone or Android mobile device. How can I sign up for Mobile Deposit? Mobile Deposit is available through First United s Mobile Banking Apps for those customers who meet the following criteria: Consumer checking account open for more than 180 days Must maintain an average quarterly balance of $1,000 No more than one NSF item within the last 90 days Should I endorse the check? Yes. The back of each check deposited must include the appropriate endorsements. PLEASE NOTE: If the back of the check is not properly endorsed, the check will not be accepted for deposit. How quickly will the deposit be credited to my account? Checks submitted for deposit will be available for use the next business day. Certain transactions may require review before the transaction can be approved. Reviewed transactions submitted after 5:00 p.m. Central Standard Time (CST) will be credited to your account on the second business day. Business days are Monday through Friday, excluding bank holidays. The business day cutoff time is 5:00 p.m. Central Standard Time (CST). What else will I need to do to send in my deposit? After you endorse the back of the check(s), you will need to do the following: 1. Login to your Mobile Banking account. 2. Press the Deposit button. 3. Select the account you wish to deposit your check to. 5. Enter the total deposit amount of your check. 6. Capture the front and back of your check. 7. Review and submit your deposit. What is the maximum dollar limit I can deposit via Mobile Deposit? The daily limit you can deposit is set at $2,000. What should I do if I have a check for an amount that exceeds my limit? You may deposit checks that exceed the daily limit at any of our First United Banking Centers. Mobile Banking Enrollment & FAQs Page 7 of 10

8 Are there any types of checks that cannot be submitted using Mobile Deposit? The following items cannot be submitted for deposit using Mobile Deposit: Savings Bonds Foreign checks Any item presented six months or more after the original issue date Any item presented before the issue date indicated on the item Any item that is incomplete (i.e. missing the date, missing the payee, etc.) Any item that contains evidence of alteration to the information on the check Any item that is stamped with a non-negotiable watermark Any third party check (any item that is made payable to another party and then endorsed to be by such party) How long can I view information about my submitted checks? Submitted check images deposited using Mobile Deposit can be viewed through Online Banking at least 13 months from the submission date. How long should I hold on to my check(s) after I scan it using Mobile Deposit? Once you have scanned your check(s) and the deposit has been credited to your account, you should securely store the original check(s) for 90 days before destroying it. PICTURE PAY FAQs Features Benefits Fees Extras Bill payment via mobile app Add new biller information simply by taking a picture of an invoice or billing statement Pay Again feature for easy payment to billers that were previously added Copy of bills stored online and easily accessible Easy access from smart phone Simple to use complete Bill Pay system on the mobile phone Eliminates the hassle of entering biller information and account numbers Paying Bills takes only seconds Easy to access records of previously paid bills Regularly scheduled payments: Free Expedited bill payments: $2.95 per bill Same day (or next day for non-electronic) payments: $7.95 per bill Next day Paper/Non- Electronic: $29.95 per bill No need for a computer Banking (activity, viewing, transfers, check deposits and bill payments) can now be done on a smart phone from the palm of your hand How do I use Picture Pay? Picture Pay is easily accessible from your Mobile Banking app. Log in and when you press the Picture Payment, it displays the options to Pay Again (if the Biller was previously set up) or press the + button to set up and pay new billers. You do not have to enter any payee information. The picture of your bill creates your payee. How can I use Picture Pay to pay for bills that I receive electronically rather than by USPS mail? If you receive your invoice electronically, you may either print out a copy of the invoice and take a picture of it, or you may just take a picture of the invoice right on your computer screen. Mobile Banking Enrollment & FAQs Page 8 of 10

9 Who can payments be made to with Picture Pay? Just as with online bill pay, you can pay anyone. Picture Pay will need to see certain information on the photo of the invoice, such as who you are paying and the return/payment address, and Picture Pay takes it from there. Picture Pay will send out payments electronically when possible, and will print and mail a check when electronic delivery is not an option. What happens if the bill does not get paid on time? You remain in control of when the payment gets made, but be mindful of the delivery time when you schedule your payments. At the most, it will take four to five (4-5) business days for a paper payment to arrive at the billers address. In many cases, it will only take one (1) day. PAY IT NOW FAQs What is Pay It Now? Mobile banking customers can utilize this service to send funds electronically from a First United Bank account to anyone who has a bank account with any financial institution in the United States. What can Pay It Now be used for? There are many ways to use Pay It Now, such as: Splitting a tab with friends, sending money as a gift to friends and family, or simply pay someone such as a babysitter. How can Pay It Now be accessed? The Pay It Now feature can be accessed through the First United Bank mobile banking application. How is a Pay It Now payment received? The recipient will receive a payment request via text/ . After clicking on a link, the recipient is guided through the steps to process the payment. In the First United Bank mobile application, what is entered in the Message field? The sender will enter a payment description of their choosing that will be viewed by the recipient. In the First United Bank mobile application, what is entered in the Question and Answer fields? The sender will enter a question and answer of their choosing for the recipient. Will any personal information be shared with the recipient or sender? Neither the recipient nor sender will be able to see personal bank information. What recipient information is necessary to make a Pay It Now payment? The recipient s address or cell phone number is required. The recipient will receive a text/ and be prompted to answer a security question from the sender and then enter their bank information. How will the recipient know the answer to the security question? The recipient will retrieve the answer from the sender. Is the security question answer case-sensitive? No. Mobile Banking Enrollment & FAQs Page 9 of 10

10 How many attempts can be made to answer the security question? After 3 attempts, the payment will be canceled. What is the fee for Pay It Now payments? The Pay It Now feature is FREE for all First United Bank mobile banking customers. Is there a limit for Pay It Now payments? The daily maximum limit is $1,000. When will the funds be debited? If the payment has been accepted by the recipient before 4:00 p.m. CST, the funds will be debited from the account within 3 business days. When will the recipient receive the funds? If the payment has been accepted by the recipient before 4:00 p.m. CST, the funds will be deposited to the account within 3 business days. What if the recipient doesn t respond to the text/ ? After 5 days, the recipient will receive a second text/ reminding them about the Pay It Now payment. After 10 days, if the request has not been accepted, the recipient will receive a text/ notifying them of cancellation. What if the recipient doesn t receive the text/ ? The sender will need to verify address or phone number for the recipient in their mobile application. The recipient may have to research the junk or spam folders in their . What if a recipient enters their bank information incorrectly? The payment will get returned to the sender and they will receive a credit back for the payment amount. How can a Pay It Now payment be canceled? Payments can only be canceled if they are in a pending status. In the First United Bank mobile application, choose Pay It Now in the menu options, go to the Pending transaction and select Cancel. How can additional payments be set up for past recipients? In the First United Bank mobile application, choose Pay It Now in the menu options, go to Friends and select Pay Again. The recipient s name and previous payment method will be saved. Can the Pay It Now daily limit be increased? No, but individual decreases can be processed with an officer request. Who can be contacted with questions about Pay It Now payments? Mobile Banking Enrollment & FAQs Page 10 of 10

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