First Citizens Mobile & Tablet Banking

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1 First Citizens Mobile & Tablet Banking

2 What is Mobile Banking? Mobile Banking is the ultimate on-demand service. With it, members can access their account information 24/7 from any mobile phone with either text messaging, Mobile Web access or through a downloadable APP (application). Mobile & Tablet Banking icon Mobile Banking: Three Types of Mobile Devices 1. Text Banking From mobile phones with text capabilities users can: View account balances View recent transaction history Receive text Alerts on selected banking transactions Message and Data rates may apply. 2. Mobile Web Banking From mobile phones with Web access users can: View account balances View recent transactions View pending transactions Receive text alerts on banking transactions Transfer funds between accounts Pay bills from your mobile phone Send and receive money through Popmoney personal payment service Locate a nearby branch or ATM Mobile Web service is required for this level of service. Message and Data rates may apply. 3. Smart Phone APP Page 1

3 Same functions as Mobile Web Banking Mobile Banking APP must be downloaded and installed onto compatible mobile devices Currently available for most popular smart phone operating systems Tablet APP available for Apple, Android and Amazon Kindle Fire Mobile Banking Features View Balances Instantly access real time account balances View recent transaction history Available for all mobile phone types, including Text Banking Alerts Alerts can be delivered by text message, or sent to any address. Available for all mobile phone types, including Text Banking Message and Data rates may apply Types of alerts include: When an account falls below a selected balance When a deposit has been made - ideal for direct payroll or social security deposits. When any check over a selected amount has cleared. This can help protect customers against fraud and identity theft Plus several other types of useful alerts Transfer Funds Now users can transfer funds between their accounts right from their mobile phone. Available for all mobile phone types, except Text Banking Mobile Web service is required for this level of service. Mobile Bill Pay Pay bills right from your mobile phone Make or schedule payments View and modify scheduled payments Page 2

4 View recent payment history Users must be enrolled for our online bill pay service Available for all mobile phone types, except Text Banking Branch and ATM Locator Quickly locate a nearby branch or ATM Clearly displayed on map with GPS positioning Available for all mobile phone types, except Text Banking Mobile Banking Security Why text banking is secure: View accounts by nicknames you set, not account numbers No detailed personal information is sent Why phones using Mobile Web and APPS are secure: 128-bit encryption masks your sensitive information Password is required each time you log on We use a Multifactor Authentication login process - multiple channels of authentication to protect your information. At every login attempt we verify all of the following: A valid User ID and Password. Your computer, tablet or mobile device must be recognized. And your geographic location Frequently Asked Questions 1. I m already using or have downloaded the Touchbanking App on my phone. Can I access the new First Citizens Mobile Banking App? Yes. You can easily upgrade to our new version of the Mobile Banking app. The next time you launch your Touchbanking App you will automatically be prompted to upgrade to the new version. This will automatically open your App Store where you can download the First Citizens Mobile Banking app. See our How-To Guide for complete instructions. Page 3

5 2. How much does Mobile Banking cost? Mobile Banking is a free service members must first be enrolled for online banking. We don t charge fees to access or use Mobile Banking. Message and data rates may apply. Contact your mobile service carrier for information about fees associated with sending or receiving text messages or accessing the internet from your mobile phone. 3. Do I need Mobile Web access to use Mobile Banking No. We also offer Text Banking. Any mobile phone with texting capabilities can instantly view balances, recent transactions, and receive text alerts. Standard text rates apply. 4. What types of mobile phones can I use with Mobile Banking Text Banking Any text compatible mobile device Mobile Web Banking Mobile phones with Internet access Smart Phone APP Selected smart phones can install a Mobile Banking APP. 5. What types of accounts can I access with Mobile Banking? Mobile Banking will provide access to the same accounts that are viewable through online banking including checking, savings, CD s and loans. 6. How do I enroll for Mobile Banking? (see question # 10 for downloading app) Enrollment can be completed through our Online Banking system. See our How-To Guide for Mobile Banking for enrollment instructions. You may also refer to our Online Education Center tutorial for detailed instructions. 7. Is there a wait period after enrolling? No. Once you ve enrolled and activated the service, Mobile Banking is ready to use. 8. What do I use for my Mobile Banking password? The password used for Mobile Banking is the same as the password you use to log on to Online Banking. If you change your Online Banking password, your Mobile Banking password will also change. 9. Is Mobile Banking Secure? Absolutely! Text banking security: View accounts by nicknames you set, not account numbers No detailed personal information is sent Page 4

6 Mobile Web and APPS security: 128-bit encryption masks your sensitive information Password is required each time you log on We use a Multifactor Authentication login process - multiple channels of authentication to protect your information. At every login attempt we verify all of the following: A valid User ID and Password. Your computer, tablet or mobile device must be recognized. 10. And your geographic location Is software required to be installed on my phone? No software is required for Mobile Banking unless you choose to download and install the optional Smart Phone APP. 11. How do I install the Smart Phone APP? The Smart Phone APP can be downloaded from your smart phone s respective application store. See our How-To Guide for Mobile Banking for enrollment instructions. 12. How do I receive alerts on my mobile phone? Simple. Set these up during the enrollment process. You can change or cancel alerts anytime by logging in to Online Banking and modifying your alert preferences. 13. Can I pay bills through my Mobile Banking APP? Yes. Now you can pay your bills right from your cell phone. View and modify pending payments. Must be enrolled for our online bill pay service to access this feature. Our standard bill pay fees apply for payments made from your mobile phone. Mobile Web service is required for this level of service. Message and Data rates may apply. Not available with our Text Banking option. 14. Can I set up new payees through Mobile Bill Pay? No. You can easily add new payees by logging on to our Online Banking Bill Pay service. 15. How current is the account and transaction information? When you view your account balance, you see the current available balance. When you view transaction history, you see the most recently posted transactions. We don t show any pending transactions. 16. Can I add more than one mobile phone? Yes. You can register several mobile phones for Mobile Banking. Page 5

7 To add a new phone, go to online banking and access the Mobile Banking pages. On the My Phones page, select Add New Phone. 17. What if my phone number changes? If your mobile phone number changes, go to online banking and access the Mobile Banking pages. On the My Phones page, find the old phone number and select the option Change my phone number. 18. What if my phone is lost or stolen? If your mobile phone is lost or stolen, no one can access your account without knowing your password, and, in some cases, your unique user name. To prevent unauthorized access to your account, you can deactivate your phone in Mobile Banking. Go to online banking and access the Mobile Banking pages. On the My Phones page, find the phone number and select the option Stop using this phone for Mobile Banking. 19. How do I stop using Mobile Banking on my phone? To stop using Mobile Banking on your phone, go to online banking and access the Mobile Banking pages. On the My Phones page, find the phone number and select the option Stop using this phone for Mobile Banking. Text Messaging Service Questions 20. What do I need to use the text messaging service? To use First Citizens Mobile Banking text messaging service, you must: Have an online banking account. Have a mobile phone that supports SMS text messaging and short codes. Register for Mobile Banking and select the text messaging service. 21. Why are my Mobile Banking text messages coming from ? You receive all Mobile Banking text messages from To make it easier to recognize our text messages, add us to your contact list with the short code What is a short code? A short code is a shortened version of a phone number. A short code is generally five or six numbers in length. Five-digit short codes range from to 99999; six-digit short codes range from to You can send and receive text messages from a standard U.S. short code as well as a traditional phone number. 23. What do you mean when you say standard messaging charges may apply? Every mobile service carrier has a different rate plan for text messaging and data services access. You may be charged per use, or pay a flat rate for unlimited usage each month. You may also have different fees for text messaging and data services access. Please contact your mobile carrier directly if you aren t sure what fees you will be charged to use Mobile Banking. Page 6

8 24. Where do I send my text messages? Send all text messages to What are the text messaging keywords and how do I use them? Keywords are the text messages you send to request account information or ATM and branch locations. Account Balance Requests Keywords: B, BAL, BALANCE, BALANCES Transaction History Requests Keywords: STMT, TRAN, HIST (account nickname) If your transaction history response message ends with "Reply NEXT" text NEXT or MORE to view more transactions. ATM and Branch Location Requests Keywords: ATM, BRANCH, BOTH (address) Find ATMs, branch locations, or both near an address that you specify. You can enter: ZIP Code City and ZIP Code City and State Street, City, and State. Keywords: NEXT, MORE If your ATM and branch location response message ends with "Reply NEXT" text NEXT or MORE to view more locations. Help Requests Keywords: HELP, HLP Provides information about the Mobile Banking keywords. Stop Requests Keywords: STOP, END, CANCEL, UNSUBSCRIBE, STOP ALL Stop receiving Mobile Banking alerts. Text: STOP BNKG to cancel banking alerts. STOP MKTG to cancel marketing alerts. STOP ALL to stop all alerts. Page 7

9 26. Are the keywords case-sensitive? No. Whether you type "BAL" or "bal," we send a response with your account balance information. 27. What does a typical request and response look like? Balance Request: BAL Sample Response ABCU Mobile Banking :59 *1254 CHK1 $3, *5764 CHK2 $2, *4254 SAV1 $14, Reply STOP to cancel. Transaction History Request: TRAN CHK1 Sample Response ABCU Mobile Banking TRAN CHK : PMT $ WDL $ DEP $ Reply NEXT. Msg&Data rates may apply 28. What should I do if I don t get a response to a request? Make sure you re sending text messages to Check the keyword and any additional information required for the request, such as account nickname, or address. 29. Can I send a keyword via ? No, keywords and text messages are not supported using . The two-way feature of our text messages works only with mobile phones. 30. Why are my results sent as multiple messages? Text messages are limited to 160 characters. Sometimes we can't send all your account information in one message because it exceeds the character limit. In this case, we send your account information in multiple messages no more than five at a time. Page 8

10 31. I received my results in multiple messages. Some arrived quickly, but others didn t. Why did it take so much longer for the others to arrive? If you receive one message, it means we've sent all the response messages to you, and you should receive them shortly. It may take a few minutes to receive them all, depending on your mobile service. If you haven't received all your messages after a few minutes, please let us know. If the problem persists, you may want to contact your mobile service carrier. 32. I have text messaging enabled on my mobile phone. Why can t I receive Mobile Banking text messages? Your mobile service carrier may be blocking short codes, or you may have blocked short codes in your phone options. You must have short codes enabled to use Mobile Banking. (Short codes are abbreviated phone numbers, usually five digits, we use to send Mobile Banking messages.) Check your phone options and then contact your mobile service carrier to ensure they aren't blocking short codes. If you have further questions please contact Page 9