FREQUENTLY ASKED QUESTIONS Capital City Bank Mobile Deposit

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1 FREQUENTLY ASKED QUESTIONS Capital City Bank offers CCBMobile Deposit and Mobile Deposit Plus to accommodate varying deposit needs. Consider your typical monthly deposit needs when determining which service is right for you. Both services are available for use on mobile devices such as smartphones and tablets, and can also be used with a computer and scanner. CCBMobile Deposit vs. CCBMobile Deposit Plus CCBMobile Deposit Monthly Fee FREE* $14.99* CCBMobile Deposit Plus Daily Item Limit^ Up to 10 checks Up to 20 checks Daily Deposit Amount Limit^ Not to exceed $5,000 Not to exceed $10,000 Multi-day Item Limit^ Up to 25 checks Up to 50 checks Multi-day Deposit Amount Limit^ Not to exceed $10,000 Not to exceed $20,000 *Capital City Bank does not charge any fees to use the standard CCBMobile Deposit service at this time. Clients may upgrade to the CCBMobile Deposit Plus service for a monthly fee of $ All users should contact their wireless service provider to see if any connectivity or usage rates apply. Fees charged by the provider are the responsibility of the user. ^Daily and multi-day limits are calculated based on business days of the Bank as defined in our Terms & Conditions. Multi-day limits are based on the 20 consecutive business days prior to and including the date of the mobile deposit. Mobile Device Users How do I enroll? To enroll in CCBMobile Deposit, visit click Enroll Now and follow the prompts. You will need account numbers for all Capital City Bank personal or business deposit accounts you wish to link to this service. Then proceed to the appropriate App Store for your mobile device and search CCBMobile Deposit to download the app. Please Note: The CCBMobile Deposit app is separate from your CCBMobile Banking app. Contact your banker to upgrade to CCBMobile Deposit Plus and enjoy increased deposit limits for a low monthly fee. What if I want to enroll both my personal and business accounts? You will need to enroll twice once with any personal accounts and again with your business accounts. You will receive separate login credentials for each service, but will be able to use the same app for personal and business deposits. Do I need to qualify for CCBMobile Deposit and CCBMobile Deposit Plus? There is a review process we follow after you complete the enrollment form. Essentially, we want to confirm your identity and ensure that your account is in good standing. How long will the enrollment process take? Please allow two business days for us to send your Username and Temporary Password in separate s. The CCBMobile Deposit app is separate from your online banking service and mobile banking app, so you may have a different Username. Which mobile devices support CCBMobile Deposit and CCBMobile Deposit Plus? The CCBMobile Deposit service is available on most Apple, Android and BlackBerry mobile devices: Mobile Device Apple 3G, 3GS, 4S and Android All models with 2+ Mp auto-focus camera Blackberry All models with 3.2+ Mp auto-focus camera 5.0+ Operating System

2 Can I log into the app on more than one mobile device? No, the mobile deposit system recognizes the first mobile device you log into as your primary device. If you need to switch to a new device, please contact our Client Service Center to have your service reset: chat at by clicking the blue Live Chat! tab at the top of the page (7 a.m. to 10 p.m. ET weekdays, 9 a.m. to noon Saturday) or call us at toll-free (8 a.m. to 6 p.m. ET weekdays, 9 a.m. to noon Saturday). You may, however, login to one mobile device plus the CCBMobile Deposit website: How do I change my temporary password? At your initial log in to the CCBMobile Deposit website ( you will be prompted to change your password. Website users are prompted to change their password every 30 days, however mobile users are not. We encourage all users to change their passwords at least every 30 days. Mobile users will log in to their app, look for an information section and follow the prompts to change their password OR they can log in to the mobile deposit website to make the change. What if I forget my password? To have your password reset, contact our Client Service Center: chat at by clicking the blue Live Chat! tab at the top of the page (7 a.m. to 10 p.m. ET weekdays, 9 a.m. to noon Saturday) or call us at toll-free (8 a.m. to 6 p.m. ET weekdays, 9 a.m. to noon Saturday). Is depositing my check with a mobile device safe? Yes. The link between your mobile device and our mobile deposit service is encrypted to industry standards. Your scanned check is secure and protected during transmission. How do I make a mobile deposit? To make a mobile deposit, perform the following steps using the CCBMobile App or CCBMobile website (instructions may vary slightly when using a computer and flatbed scanner, so follow the prompts closely): 1. Log in to your CCBMobile App or CCBMobile website at 2. Endorse the check(s). 3. Select Deposit. 4. Enter the amount of the first check and select the Deposit to account, then press Enter. 5. Take a photo or scan the front of the check. Preview the image, then select either Retake or Use. 6. Repeat this step to take a photo or scan the back of the check. Preview the image, then select either Retake or Use. 7. The screen will say Uploading Transaction. 8. Next, you will receive an Upload Successful message or an error message with an explanation of what information could not be read or found. 9. If upload is successful, click Done to return to the home screen. 10. Repeat the previous steps to submit additional checks or select Review to view previous deposits submitted in the last five calendar days. Up to 24 months of transactions and their status can be viewed online at Check your for confirmation that the deposit was successfully received. Follow-up s will be sent when the deposit is approved and processed. All CCBMobile Deposit s will come from ccbmobiledeposit@ccbg.com. 12. After you receive the confirming your deposit has been approved, write Submitted for Mobile Deposit and the date on the front of the check. 13. Destroy the check after 15 business days. Where can I view my mobile deposits after they are submitted? Successfully submitted deposits will display in the Review section of the mobile app for five (5) calendar days. You can view a longer history of deposits (up to 24 months) when you log on to the CCBMobile Deposit website ( After the deposit has been posted to your account, the transaction will also display in your account transaction history in your online/mobile banking service and your monthly statement. What should I do with the check once I have scanned and deposited my check? We recommend that you write Submitted for Mobile Deposit and the date on the front of the check. You should hold on to the check for at least 15 calendar days after you receive an notification from us that your deposit has been approved. If for any reason your check is returned, we will send you an image of the item you initially deposited along with a notice detailing the reason the check was returned. What types of checks (or items) are eligible for CCBMobile Deposit and CCBMobile Deposit Plus? Checks must be made payable to you, be drawn on a U.S. financial institution and be in U.S. dollars.

3 What types of checks (or items) are NOT eligible for CCBMobile Deposit and CCBMobile Deposit Plus? Canadian checks Foreign checks U.S. savings bonds Treasury Tax & Loan (TTL) payments Do I need to use a deposit slip? No. Sending a clear scanned image of the front and back of the check is all that s needed for the deposit. Do I need to endorse the check? Yes. All checks deposited, regardless of how they are deposited, must be endorsed with your signature and the account number to which you are depositing. After I deposit my check, when do I have access to my funds? If the deposit is successfully completed by 8 p.m. ET, the deposit will be credited the same business day and the funds will be available the next day (provided no hold is placed). Deposits made on weekends and bank holidays will not be credited until the next business day. Deposits are subject to Capital City Bank Terms and Conditions and Funds Availability Policy. How will I know the deposit was accepted? If you make the deposit during a business day before 8 p.m. ET., you will receive an from us that day letting you know if the deposit was accepted or if there was an issue. If you make the deposit after 8 p.m. ET during a business day or anytime on a weekend or holiday, you will receive notification the next business day. I m trying to use mobile deposit but I m getting an error message. What is the problem with it? If you are receiving an error message, the message should specify where the problem is and provide a prompt for how to resolve the error. Refer to the following for some common mistakes and other ways an error may occur: Sign the back of the check before you take the picture. The image of the check must be clear, and all four corners must be visible in the photo. The check must be free of shadows. If the check is wrinkled, make sure to flatten it before taking a picture. Ensure there is good contrast between the check and the background surface. After you take a picture, you will be able to review and retake it if necessary. In addition, some items are not supported by CCBMobile Deposit because of check printing issues. Examples are: Checks without a check number in the MICR line Checks without an account number in the MICR line (Example: counter checks) Checks encoded with a dollar amount Checks with writing or printing that obscures any part of the MICR line If you continue to receive the same error message, please take the check to a Capital City Bank office or ATM for deposit. What do I do if the deposit isn t accepted? If there is an issue with the deposit, you will receive an giving you directions on what to do next. Does Capital City Bank offer other mobile banking services? Yes! We offer a mobile banking app for Apple and Android users that lets you check balances, view transactions, make transfers, pay bills and receive alerts. Go to for links to the app in itunes and Google Play.

4 Computer with Scanner Users How do I enroll? To enroll in CCBMobile Deposit, visit click Enroll Now and follow the prompts. You will need account numbers for all Capital City Bank personal or business deposit accounts you wish to link to this service. Contact your banker to upgrade to CCBMobile Deposit Plus and enjoy increased deposit limits for a low monthly fee. What if I want to enroll both my personal and business accounts? You will need to enroll twice once with any personal accounts and again with your business accounts. You will receive separate login credentials for each service, but will be able to use the same app for personal and business deposits. Do I need a certain type of scanner? Yes, your flatbed scanner must be a local device (not connected to a network) and be TWAIN-compatible. Do I need to qualify for CCBMobile Deposit and CCBMobile Deposit Plus? There is a review process we follow after you complete the enrollment form. Essentially, we want to confirm your identity and ensure that your account is in good standing. How long will the enrollment process take? Please allow two business days for us to send your Username and Temporary Password in separate s. CCBMobile Deposit is separate from your online banking service and mobile banking app, so you may have a different Username. Where do I go to log in to the mobile deposit website? Go to to log in to CCBMobile Deposit. How do I change my temporary password? At your initial log in to the CCBMobile Deposit website ( you will be prompted to change your password. Website users are prompted to change their password every 30 days. Can I log in to the mobile deposit website from any computer? Yes, you can log in to the CCBMobile Deposit website from any computer with internet access to view recent activity or check the status of a deposit. In order to deposit checks, the computer must have a flatbed scanner. What if I forget my password? To have your password reset, contact our Client Service Center: chat at by clicking the blue Live Chat! tab at the top of the page (7 a.m. to 10 p.m. ET weekdays, 9 a.m. to noon Saturday) or call us at toll-free (8 a.m. to 6 p.m. ET weekdays, 9 a.m. to noon Saturday). Do I need to endorse the check? Yes. All checks deposited, regardless of how they are deposited, must be endorsed with your signature and the account number to which you are depositing. Do I need to scan both the front and back of the check? Yes, you will be prompted to scan both the front and back of your check. Do I need to use a deposit slip? No. Sending a clear scanned image of the front and back of the check is all that s needed for the deposit.

5 What should I do with the check once I have scanned and deposited my check? We recommend that you write Submitted for Mobile Deposit and the date on the front of the check. You should hold on to the check for at least 15 calendar days after you receive an notification from us that your deposit has been approved. If for any reason your check is returned, we will send you an image of the item you initially deposited for verification. What types of checks (or items) are eligible for CCBMobile Deposit? Checks must be made payable to you, be drawn on a U.S. financial institution and be in U.S. dollars. What types of checks (or items) are NOT eligible for CCBMobile Deposit and CCBMobile Deposit Plus? Canadian checks Foreign checks U.S. savings bonds Treasury Tax & Loan (TTL) payments After I deposit my check, when do I have access to my funds? If the deposit is successfully completed by 8 p.m. ET, the deposit will be credited the same business day and the funds will be available the next day (provided no hold is placed). Deposits made on weekends and bank holidays will not be credited until the next business day. Deposits are subject to Capital City Bank Terms and Conditions and Funds Availability Policy. How will I know the deposit was accepted? If you make the deposit during a business day before 8 p.m. ET, you will receive an from us that day letting you know if the deposit was accepted or if there was an issue. If you make the deposit after 8 p.m. ET during a business day or anytime on a weekend or holiday, you will receive notification the next business day. What do I do if the deposit isn t accepted? If there is an issue with the deposit, you will receive an giving you directions on what to do next. Does Capital City Bank offer other mobile banking services? Yes! We offer a mobile banking app for Apple and Android users that lets you check balances, view transactions, make transfers, pay bills and receive alerts. Go to for links to the app in itunes and Google Play.