Mobile Banking Frequently Asked Questions

Transcription

1 Effective August 20, 2015 General Questions What are CBT Mobile Banking and CBT Business Mobile Banking? CBT Mobile Banking and CBT Business Mobile Banking provide anytime access to your eligible California Bank & Trust (CB&T) account(s) from select mobile phones and devices. Simply take your banking with you wherever you are. With CBT Mobile Banking and CBT Business Mobile Banking, you can: View account balances Search recent account activity Transfer funds between eligible accounts Pay bills to existing payees Deposit checks to eligible accounts Find CB&T ATM and branch locations How do I sign up for CBT Mobile Banking or CBT Business Mobile Banking? Download and launch the mobile application. Or you can visit m.calbanktrust.com or m.calbanktrust.com/biz from your mobile web browser. When prompted, enter your Online Banking User ID or Business Online Banking Company User ID, and enter your password. The first time you sign in, you will be required to accept the Mobile Banking Service Agreement. You may also be prompted to enter your mobile phone number. If you have questions about CBT Mobile Banking, please contact a CB&T Customer Service Representative at (888) If you have any questions about CBT Business Mobile Banking, please contact a CB&T Customer Service Representative at (877) What security measures help protect my transactions through the CBT Mobile Banking and CBT Business Mobile Banking applications? For the security of your accounts, we ask you to enter you Online Banking Login ID and Password to access the application. Also, communication between the device and the bank is protected using SSL Encryption. What is the difference between a mobile application and a mobile web browser? With a mobile web browser, you use the web browser from your mobile phone to access your CB&T account information. Mobile applications can be downloaded to your mobile phone or device. These applications provide a rich and unique experience that is optimized for ipad, iphone, ipod Touch, Android smart phones, Android Tablet or Kindle Fire Tablet. What is needed to use CBT Mobile Banking or CBT Business Mobile Banking? You will need a CB&T account that is enrolled in DirectNET SM Consumer Online Banking or Direct Business Internet Banking, and a mobile device that can access the Internet (for using mobile web) or download applications (for using a Mobile Banking application) California Bank & Trust Page 1 of 8

2 Do I need a data plan? A data plan is strongly recommended because data usage charges by your carrier can become expensive without such a plan. Please check with your wireless carrier for more information. Is there a charge to use the CBT Mobile Banking or CBT Business Mobile Banking service? No. There is currently no charge for the CBT Mobile Banking or CBT Business Mobile Banking service; however, ordinary bank fees under other agreements still apply (e.g., funds transfer that results in an overdraft charge, or applicable Bill Pay fees). Also, your wireless phone carrier may impose data or messaging charges. Check with your wireless phone carrier for more information. Must I enroll each mobile phone or device that I want to use with CBT Mobile Banking or CBT Business Mobile Banking? Yes. Enrollment is a one-time process for each mobile phone or device you would like to use with CBT Mobile Banking or CBT Business Mobile Banking. How many users can enroll in CBT Mobile Banking or CBT Business Mobile Banking on a single mobile phone or device? Each mobile phone or device supports one enrolled user. What if I suspect that my mobile device may have been used to make an unauthorized transfer from my CB&T account? If you are using CBT Mobile Banking, immediately call CB&T Customer Service at (888) to report the unauthorized transfer as soon as you discover or suspect it. If you are using CBT Business Mobile Banking, immediately call CB&T Customer Service at (877) The agreements and rules that govern suspected or actual unauthorized transfers through DirectNET Consumer Online Banking or Direct Business Internet Banking, such as deadlines to report unauthorized transactions, also apply to transfers made through CBT Mobile Banking or CBT Business Mobile Banking via use of a mobile phone or device. Please see your Online Banking Agreement or Business Online Banking Agreement, your Deposit Account Agreement, and your account statements for further information. Also see any agreements governing the specific affected account (e.g., credit card agreements). Where applicable, those documents include information regarding special rights of consumers, such as those in cases of unauthorized transfers from consumer deposit accounts under Regulation E and/or consumer credit accounts under Regulation Z California Bank & Trust Page 2 of 8

3 Mobile Web What is mobile web? Mobile web uses the web browser from your mobile device to access CBT Mobile Banking or CBT Business Mobile Banking. Type m.calbanktrust.com from your mobile web browser to access CBT Mobile Banking. To access CBT Business Mobile Banking, type m.calbanktrust.com/biz from your mobile web browser. Is there a cost to use the mobile web? No. There is no charge by CB&T for using mobile web; however, ordinary bank fees under other agreements still apply (e.g., funds transfer that results in an overdraft charge, or applicable Bill Pay fees). Also, your wireless phone carrier may impose data or messaging charges. Contact your mobile services provider for any charge that may apply to web browser usage on your mobile phone or device. How do I access CBT Mobile Banking or CBT Business Mobile Banking from my mobile phone or device browser? To access CBT Mobile Banking enter m.calbanktrust.com into the web browser on your mobile phone or device. To access CBT Business Mobile Banking, enter m.calbanktrust.com/biz on your mobile phone or device. How do I get an optimized mobile web experience? The following three steps are recommended for an optimal web experience: 1. Ensure your mobile phone or device browser has cookies enabled. 2. Enable style sheets on your browser. Style sheets are used on web pages to define the design and layout of the page. 3. Bookmark your Mobile Banking web site (m.calbanktrust.com or m.calbanktrust.com/biz). Generally, these settings can be found in the web browser settings menu on your mobile phone or device. Refer to the user guide that came with your mobile phone or device for more information. Is mobile web banking supported on my mobile phone or device? Mobile web banking is available on most mobile phones or devices that have the capability to browse the Internet and support cookies. Refer to the user guide that came with your mobile phone or device more information California Bank & Trust Page 3 of 8

4 CBT Mobile Banking and CBT Business Mobile Banking Applications What are mobile applications and how do they compare to mobile web? With mobile web, you use the web browser from your mobile phone or device to access CBT Mobile Banking or CBT Business Mobile Banking. Mobile applications, on the other hand, can be downloaded directly to your mobile phone or device. These applications provide a unique experience that is optimized for ipad, iphone, ipod Touch, Android smart phones, Android Tablet or Kindle Fire Tablet. Where do I access and download the mobile application for ipad and iphone? The CBT Mobile Banking and CBT Business Mobile Banking ipad and iphone applications can be downloaded for free from the itunes App Store SM using your mobile phone or device. Where do I access and download the mobile application for an Android device? The CBT Mobile Banking and CBT Business Mobile Banking Android applications can be downloaded from the Android Market TM on Google Play TM Store using your mobile phone or device. Kindle Fire customers need to download the application from the Amazon store. Are the CBT Mobile Banking application and CBT Business Mobile Banking application supported on my mobile phone or device? The downloadable application is available for ipad and most smartphones, including iphone, ipod Touch, Android smart phones, Android Tablet or Kindle Fire Tablet. Enter m.calbanktrust.com to access CBT Mobile Banking, or m.calbanktrust.com/biz into the web browser on your mobile phone or device. If a downloadable application is supported for your mobile phone or device, a link to download the application will appear in the main menu. You can also visit the itunes App Store or Google Play Store directly to download the application. The Kindle Fire app can be downloaded at the Amazon store California Bank & Trust Page 4 of 8

5 Troubleshooting What do I do if I get a new mobile phone or device? Simply download and install the CBT Mobile Banking or CBT Business Mobile Banking on your new mobile phone or device. We recommend you also access DirectNET Consumer Online Banking or Direct Business Internet Banking, and remove your old mobile phone or device. What happens if my CBT Mobile Banking Application or CBT Business Mobile Banking Application is deleted from my phone? Simply download and install the CBT Mobile Banking Application or CBT Business Mobile Banking Application again. Most likely, you will not need to re-enroll, simply log in once the app is on your phone again. Can I access CBT Mobile Banking or CBT Business Mobile Banking from a web browser and downloadable application on the same mobile phone or device? Yes. I previously enrolled in mobile banking on my mobile phone/device browser. Why am I being asked to enroll again? During enrollment, a cookie is stored on the web browser of your mobile phone or device. This cookie allows the CBT Mobile Banking system or CBT Business Mobile Banking system to remember that you enrolled. Since the cookie is visible only by the CBT Mobile Banking or CBT Business Mobile Banking system, and does not contain personal information, Some mobile phones or devices may require you to enable cookies or periodically erase them requiring re-enrollment. If you are asked to re-enroll, check your mobile phone or device settings to ensure that cookies are enabled. If cookies are enabled and the situation persists, please contact your mobile network carrier for cookie support information on your mobile phone or device. What if my mobile phone or device is lost or stolen? Immediately, log in to DirectNET Consumer Online Banking or Direct Business Internet Banking, choose Mobile Banking from the Services tab and remove your mobile phone or device from the Mobile Banking Management page. If you are using DirectNET Consumer Online Banking and you need additional assistance, contact CB&T Customer Service at (888) If you are using Direct Business Internet Banking and you need additional assistance, contact CB&T Customer Service at (877) If you later find your mobile phone or device, you can re-enroll that same mobile number California Bank & Trust Page 5 of 8

6 How do I uninstall the CBT Mobile Banking application or CBT Business Online Banking application from my mobile phone or device? To delete or uninstall the application from your mobile phone or device, refer to the user guide that came with your mobile phone or device manufacturer or authorized dealer: ipad or iphone: Press and hold any application icon until all icons begin to wiggle. Tap the little x in the upper-left corner of the application you want to uninstall. A dialog box appears, informing you that uninstalling this app will also delete all its data. Tap the Delete button. Android: Open the Google Android Menu. Go to the Settings icon and select Applications. Tap on Manage. You will be presented with a list of installed applications. Select the application you want to uninstall and tap the Uninstall button California Bank & Trust Page 6 of 8

7 CBT Mobile Deposit What is CBT Mobile Deposit? CBT Mobile Deposit is a convenient and easy way to deposit checks from your mobile device into one of your eligible accounts. With the CBT Mobile Banking or CBT Business Mobile Banking app on your iphone, ipad, Android smart phone, Android Tablet or Kindle Fire Tablet, you can take a photo of your check, enter the check information, and securely submit your deposit for processing. Checking, Savings and Money Market accounts are eligible for CBT Mobile Deposit. How do I deposit a check using CBT Mobile Deposit? You can deposit a check to your eligible accounts by following these simple steps: Before you begin, endorse the back of the check with your signature. Sign in to CBT Mobile Banking or CBT Business Mobile Banking and select Deposit from the main menu. Select the Deposit button and the select the Front or Back camera icon to take a photo of your check. You should make sure your check is placed on a dark, well-lit, flat surface. Tap the camera icon in the viewfinder to take the picture. If the preview looks correct, select the checkmark button. If not, simply that the retake icon and try again. After you have successfully taken a photo of the front and back of your check, you will see small thumbnail image previews on the check deposit screen. In the Amount field, enter the amount of the check you are depositing. Be certain the entered amount matches the amount on the check. Tap the Deposit To field to select a deposit-eligible account. After all the required fields are complete, select the Continue button. Review your entries and then select the Confirm button to finalize and submit your check deposit request. Is there a bank fee to deposit my check using my mobile device? CBT Mobile Deposit is free to eligible customers; however ordinary bank fees under other agreements still apply (Note: checks deposited through Mobile Deposit are counted toward depository volume-based fees, for those accounts that have them.) There may be charges associated with text messaging and data usage on your phone or tablet device. Check with your wireless carrier for more information. Are there limits on how many checks I can deposit using CBT Mobile Deposit? Yes. CBT Mobile Deposit check deposit limits are as follows: Personal Accounts open for 60 days or fewer: $1,000 in total check deposits per day and $2,500 in total check deposits during a consecutive 30-day period. Personal Accounts open for more than 60 days; $2,500 in total check deposits per day and $5,000 in total check deposits during a consecutive 30-day period. Business Accounts: $7,500 in total check deposits per day and $15,000 in total check deposits during a consecutive 30 day period California Bank & Trust Page 7 of 8

8 Are my checks deposited immediately? Successfully submitting your check image with your mobile device will begin the deposit process. The processing time to complete the deposit may vary. Funds deposited before 6:00 P.M. Pacific Time on a banking business day (every day except Saturdays, Sundays and federal holidays) are generally available for withdrawal on the first business day after the day of the deposit. If you transmit an item after 6:00 P.M. Pacific Time, or on a day we are not open, we may consider that the deposit was made on the next regular business day we are open. If your deposit is declined, we will you a notice by the first business day after the day we receive your deposit. Deposits may be subject to additional holds. Check your Recent Activity to see your deposit status. How do I view my deposit history? You can view your deposit history in a few simple steps: Sign in to the CBT Mobile Banking or CBT Business Mobile Banking application and view the main menu. Select Deposit and then Recent deposits. Click on a single deposit to view the available transaction detail. If you would like to view the check image, touch the image icon and the image of the check will appear. What should I do with the original paper checks I deposit through CBT Mobile Deposit? After you successfully submit your deposit, retain the original check for 30 days and then destroy the check. This will allow for sufficient time in the event the check must be redeposited. ipad, iphone, ipod Touch, itunes and itunes Store are registered trademarks of Apple Inc. Android TM, Android Market TM and Google Play TM are trademarks of Google Inc. Use of these trademarks are subject to Google Permissions. Amazon and Kindle Fire TM are trademarks of Amazon.com Inc. or its affiliates registered in the U.S. and other countries California Bank & Trust Page 8 of 8