Mobile and Text Customer Experience Online Banking Training Guide. i 2015 ChoiceOne Bank

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2 Mobile Web Banking... 1 Enrolling through traditional Online Banking... 1 Enrolling through mobile device... 3 Login Screen... 5 Locations... 5 Mobile Browser View... 6 Log in to Mobile Banking... 6 Navigating... 7 Alerts... 8 Transactions... 9 Transfers...10 iphone & Android App View...11 Log in to Mobile Banking...11 Multi-Factor Authentication...12 Navigating...13 Alerts...14 Transactions...15 Transfers...16 Text Mobile Banking...17 Enrolling for Mobile Banking Text...17 Balance Request...20 History Request...21 Valid SMS Messages...21 i 2015

3 Mobile Web Banking Enrolling through traditional Online Banking Note for Cash Management users: Cash user must have full or partial administrative rights to enroll in Mobile Banking. 1. Log in to Online Banking. 2. Select Options > Mobile Settings > Web Mobile Banking. 3. Complete the fields and click Submit. a) Choose whether to receive enrollment, transfer, and payment confirmations via text message. If No is selected for Receive Text Message Alerts, a text message for confirmation of enrollment, transfers, bill payments, ACH initiation, or wire transfers will not be sent. b) Enter mobile device number. c) Select the wireless provider for the phone number. If you are unsure who your service provider is: Call the customer service number for your device and ask. Send a text message from your phone to your address and view the From field on that . d) Select accounts to access via Mobile Web. At initial enrollment, the first account is checked

4 4. Review enrollment information. Check I accept these full terms and conditions. Click Confirm. 5. A confirmation message displays. If text alerts have been chosen in the previous step, you receive a confirmation text message that includes the URL to access Mobile Web

5 Enrolling through mobile device You may be able to enroll for mobile banking through your mobile device. You may be able to enroll for mobile banking through your mobile device, if: You have previously logged in to the traditional Online Banking website successfully You have an Online Banking ID in an Active status 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 recollected for multi-factor authentication 1. Navigate to mobile banking site or open app. Log in with your Online Banking ID and Password. 2. Accept terms and conditions by clicking checkbox next to I Agree. 3. Click Continue to continue

6 4. 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 deselect accounts, unenroll, or make changes to your enrollment text preferences. Also, if enrolling with an ipad, text alerts must be setup in traditional Online Banking. After a successful enrollment, you are directed to the Menu or Accounts screen. You may see an error message if enrollment was not successful. Pwd Expired: Log in to traditional Online Banking to establish a new password. Account Not Active: ChoiceOne requires mobile enrollment via traditional Online Banking. 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

7 Login Screen Locations Locations are available from the login screen and from the main menu once logged in. Click Show All Locations or Display All Locations to see a listing of all branches and ATMs. Search for locations by Zip Code, Search By City, Search by State, or Show All Locations. Selecting Locations options within the App logs you out of App and redirects you to the device s native map functionality

8 Mobile Browser View Log in to Mobile Banking 1. Navigate to your institution s mobile banking site. 2. Enter your Online Banking ID and Password to access mobile banking. 3. Click Login. 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

9 Navigating Available activities are accessed using the menu icon. When viewing transactions or doing transfers and bill pay, swipe the screen up and down to access more accounts or payees

10 Alerts 1. Select Alert(s) in the menu. 2. Select the alert name for more details

11 Transactions 1. Select Accounts in the menu. 2. Select the account by clicking anywhere on its name. Scroll through the transactions by swiping up or down. The Transaction display results are determined by your user display settings within Online Banking

12 Transfers One-time, immediate transfers can be made using mobile banking. 1. Select Transfers in menu. 2. Select the account to transfer From and the account to transfer To. Fill in the dollar amount and press Submit

13 iphone & Android App View Log in to Mobile Banking 1. Open your financial institution s App. 2. Select Login button. 3. 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 Periodically your current address is collected; you are prompted within the mobile app. address changes made via the mobile app update your on traditional Online Banking. 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. You are prompted at each subsequent login

14 Multi-Factor Authentication When Multi-Factor Authentication is prompting you for recollection, tap the Select a question prompt and select a randomly-generated question from the list of options and supply the answer. This is repeated until all three questions and answers are entered. Then tap Submit or Continue. A second screen is shown during collection to enter your number for the out-of-band callback option. After entering up to four phone numbers, click Submit. Unlike traditional Online Banking, there is no review screen to review collection authentication data. Authentication items selected via the ChoiceOne Mobile app also apply to traditional Online Banking if challenged. See the Multi- Factor Authentication training guide for more details about the collection and challenge process. This feature is not available in Mobile Browser

15 Navigating Once logged in to the app, access available actions by tapping the menu icon in the upper-left hand corner or swiping from left to right. When viewing an account or activity list, swipe the screen up and down to access complete list

16 Alerts 1. Tap the alerts option from the menu. 2. Select the alert name for more details

17 Transactions 1. Tap the accounts option from the menu. 2. Select the account by clicking anywhere on the name, balance, or >. Scroll through the transactions by swiping up or down. Balance display results are determined by user display settings defined within traditional Online Banking

18 Transfers One-time, immediate transfers, and future-dated transfers are available with iphone and Android Apps. 1. Select the transfer icon from the menu. 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

19 Text Mobile Banking Enrolling for Mobile Banking Text Enrolling for text banking must be done through the traditional Online Banking site. 1. Log into Online Banking. 2. Select Options > Mobile Settings > Text Mobile banking. 3. Enter mobile phone number, select mobile provider, select accounts to access via text, and create Mobile Short Name for each selected account. Click Submit. Mobile Short Name is the name included in the text to request information for a specific account. Example: Texting Bal returns the balance of all accounts. Texting Bal Vacay returns only the balance of the account with Vacay as the mobile short name

20 4. Review enrollment information. Check I accept these full terms and conditions and click Confirm. 5. Confirmation screen provides instructions to complete the enrollment process

21 6. Reply Yes to the text message sent to your mobile device

22 Balance Request Text Bal to request balance information for all enrolled accounts. Text Bal <Mobile Short Name> to request balance information for a specific account

23 History Request Text Hist to request last four transactions for all enrolled accounts. Text Hist <Mobile Short Name> to request last four transactions for a specific account. Valid SMS Messages Help Returns command references. Bal Returns balance for all enrolled accounts. Bal <mobile short name> Returns balance for specified account. Hist Returns last 4 transactions for all enrolled accounts. Hist <mobile short name> Returns last 4 transactions for specified account. Stop Disables enrollment for text Mobile Banking. SMS messages are not case-sensitive