Mobile App Frequently Asked Questions

Transcription

1 Mobile App Frequently Asked Questions Basics 1. What can I do with AAFCU s Mobile App? AAFCU s Mobile App makes your everyday banking activities easy and convenient. Here's what we offer: Pay bills Transfer funds between your AAFCU accounts Check balances View recent transactions Contact member service Locate branch locations and ATMs Deposit checks by taking a picture of the check using your Apple or Android device. 2. What are the criteria for the Mobile App username? Usernames must have a minimum of 5 characters and can only include alpha and numeric characters. 3. What are the criteria for the Mobile App password? Passwords must be at least 8 characters 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: # $ % ^ & * _ + - = ( ) [ ] { } : ;,. /?) 4. How much does AAFCU s Mobile App cost? AAFCU doesn t charge you to use or download the app, but message and data rates may apply. Check with your mobile carrier. 5. Is AAFCU s Mobile App secure? Yes. Your personal information is safe with us. We use advanced 256-bit encryption and device recognition We secure your accounts with your unique Username and password We never request personal information through We never store your personal banking information on your phone 6. What should I do if I lose my phone? Important: If your mobile phone is lost or stolen, you should call us immediately at or in order to delete the device from the Mobile App access. If you

2 later find your mobile device, you can re-enroll the same mobile number. AAFCU will never contact you via or phone requesting your Username or Mobile App Password. If you are contacted by someone contact us immediately. 7. How do I change my Mobile App settings? At the bottom of the Mobile App, tap the Android menu button or scroll across to the Settings icon. From here you can Select your Primary Account How many transactions will display Hide accounts you do not want to view Assign an account a nickname 8. How do I disable my AAFCU Mobile App? Call us at or to remove the device from the Mobile App access. 9. I am a joint owner on an account; will I have my own password? Yes. Enter the account number you are a joint owner on and enter your personal information Note: If you are a primary account holder on an AAFCU account and a joint owner on other AAFCU accounts. You will only need to register the account number you are primary on. 10. I have multiple accounts at AAFCU; do I need to register all accounts? No. Please register one account that you are the primary account holder. You will be able to see all other accounts that you are joint or primary on. 11. What if I forgot my username? At the bottom of the Mobile App, tap the Android menu button (this is the 3 vertical dots) or on Apple devices swipe across to the Help icon. Select Forgot Username and input the information. Tap Verify and your username will appear. 12. What if I forgot my password? At the bottom of the Mobile App, tap the Android menu button or on Apple devices swipe across to the Help icon. Select Forgot or Reset Password and input the information. Tap Verify and you will be able to reset your password. 13. How do I unlock my account? Call us at or Why am I being asked to put in the last 4 of my social security number? You will be asked to enter the last 4 of your social security number when you are using a new device to access the Mobile App.

3 15. I can t add a payee on Bill Pay, why not? For security purposes, please login to the Bill Pay service through the I-Branch and create a new payee. 16. Does AAFCU offer Text Banking? No. We offer auto login for quick access to your account information. To set this up on your smartphone, go to settings, and select auto login. 17. Why did I receive an error message RDC or Bill Pay is not available? This message will appear if you are in an area that has poor reception. Apps 18. Why did I get a time out error? The Mobile App is set to time out after 2 minutes of non-use. This is set up to protect your financial information. 1. What apps are available? Currently we have apps for iphone, ipod Touch, ipad and for Android devices. 2. Does my device support AAFCU s Mobile App? Currently, the following devices support the AAFCU App. The iphone, ipod Touch, and ipad, and requires ios 4.0 or later Devices with the Android Operating System, version 1.6 or greater 3. Is there an app for my ipad? The app is located under the iphone Apps tab on your ipad. 4. How do I know I am downloading a legitimate app? To ensure the safety of your personal and account information, we have included links to our Mobile Apps on our website. The app will have the following icon. Remote Deposit Capture 1. I only have a savings account, can I use Remote Deposit? No. Deposits can only be made to a personal checking account. 2. I have a business account; can I use the Remote Deposit? No. Deposits can only be made to a personal checking account.

4 3. What should I do with my paper check? After scanning the check, securely store each original check for 30 days and mark the item Electronically Presented. After 30 days you may destroy the check unless advised otherwise. 4. Are there fees for using Remote Deposit? AAFCU doesn t charge you for using Remote Deposit, but message and data rates may apply. Check with your mobile carrier. 5. What are the daily deposit limits when using Remote Deposit? You may deposit as many checks as you d like. However you cannot deposit any one item over $2, Your cumulative total may exceed $2, What are the cut-off times for deposits made with Remote Deposit? Items received by AAFCU, before 3:00 p.m. Mountain Time Monday through Friday, shall be credited to the member s checking account on the same business day. Items received by AAFCU after 3:00 p.m. Mountain Time on any business day shall be credited to the member s checking account on the next business day. Business days are Monday through Friday except holidays. 7. How will I know if there s a problem with my Remote Deposit after I submit it? A credit union representative will contact you if there is an issue with your deposit after it is submitted. 8. How does Remote Deposit work? It s secure and easy to use. Sign onto the AAFCU s App then follow these simple steps: Select the deposit function Select the green + sign in the top right hand corner Choose the checking account where you want to deposit your check Enter the amount; If you have multiple checks, enter the combined total Take a picture of the front and back of your endorsed check with your mobile device o Position your camera directly over the check (not at an angle) o Fit all 4 corners in the guides of your mobile device s camera screen Submit your deposit The Mobile Deposit screen will show the status of your deposit as pending.

5 Once the money has been credited to your account, you will see the status updated to complete