Mobile Banking Frequently Asked Questions

Mobile Banking General FAQ's

Is Mobile Banking Secure?

To ensure the safety and privacy of your account information, we use some key security features in Mobile Banking:

Registration Process - A unique activation code is required to verify your mobile device's phone number. This also verifies that you are the one in control of your mobile device. This code also associates your mobile phone with your account. This verification lets you know your mobile phone number has been successfully registered in our system.

Authentication - You are authenticated for every interaction with Mobile Banking.

Encryption - SSL encryption is used for all transactions within RSNB Mobile. The SSL encryption technology is the same encryption that safeguards Internet traffic for secure web applications.

No Identifiable Information - Texts from RSNB Bank will never include any personally identifiable information, such as your full account number, email address, or personal address. We will never ask for or include your Access ID or password in any text message.

Is there a cost for using Mobile Banking?

This is no fee to access or use RSNB Bank's Mobile Banking service. Message and data rates may apply. Check with your mobile service carrier for details regarding your specific wireless plan and any data usage or text messaging charges that may apply.

What accounts can I access from Mobile Banking?

You can access any account that you have set up in Online Banking. You select which accounts you want to access using RSNB Mobile during the enrollment process. Not selecting an account for mobile banking will not change the accounts you see in Online Banking.

How current is the account and transaction information?

When you view your account balance, you will see the current memo balance. When you view transaction history, you will see pending transactions along with posted transactions.

Will I have the same functionality with Mobile Banking as I do with Online Banking?

You will be able to do many of the same functions using Mobile Banking including viewing accounts, viewing transactions, transferring funds, viewing check images, paying bills, and changing your password. However, you will still need to use Online Banking for other functions such as managing your Mobile Banking preferences.

What personal information is collected from my mobile phone?

We do not collect information about your calls, or any personal information other than your phone number and device information such as phone model and carrier. This information simply helps us to ensure that you are the only person accessing your account.

Is account information retained in my phone?

All information viewed and edited will be done through online banking, no record of it will remain on your phone (unless you save it on your phone yourself). You need to log out after each RSNB Mobile Banking session. Additionally, RSNB Mobile masks account numbers that are displayed on your mobile device. We also recommend that you do not store your password on your mobile device.

What information is stored on my mobile device?

With Mobile Text Banking, the only information "stored" on your mobile device are old text messages which do not contain any confidential information, but may include old balances. You should delete your text messages regularly.

With Mobile Web and Mobile App Banking, there is no confidential information stored on your mobile device. You should never use your mobile device's notepad, address book or web browser to store your login information.

What if my mobile phone is lost or stolen?

Notify your mobile service carrier immediately. Contact Online Banking Support so we can suspend your mobile access. You can also deactivate your phone by logging on to Online Banking. Select "Options" at the top of the page, locate the Mobile Banking Profile section and select "Manage Devices". On the "My Devices" tab, locate the appropriate phone number and select "Stop using this device for Mobile Banking" from the drop down list.

What happens if I change my mobile phone number?

If your mobile phone number changes, log on to Online Banking. Select "Options" at the top of the page. Locate the Mobile Banking Profile section and select "Manage Devices". On the "My Devices" tab, locate the appropriate mobile number and select "Change my phone number" from the drop down list.

What is the cut off time for transfers through Mobile Banking?

Daily cut off time for Mobile Banking transfers is 6 pm MST.

Mobile Banking seems slow; why?

Your mobile device's connection speed may vary based on mobile service carrier, different data usage plans, and/or different geographic locations. If you experience a slow response, please check with your mobile service carrier. You may also want to verify that you do not have other programs running in the background of your mobile device.

What are Nicknames?

During enrollment, you are given the option of providing nicknames for your accounts to easily identify and differentiate between your accounts. Choosing an appropriate nickname is especially important if you use the SMS text service for Mobile Text Banking, because your inquiries use the nickname.

For this reason, the nickname should be as short as possible. There is a maximum of ten characters, and can include letters or numbers, but not spaces or special characters. Choose short nicknames that are easy to type on your mobile device if you plan to use the SMS text service (e.g.: ch1, ch2, sav, mm, etc).

Account nicknames within RSNB Online will not default for Mobile Banking. Your Mobile Banking nicknames will not replace the account nicknames defined within RSNB Online.

How many incorrect login attempts will result in my Mobile Banking account being locked?

After the third invalid attempt, you will be locked out of Mobile Banking. You will need to contact Online Banking Support to have your Mobile Banking access reset.

Is Mobile Banking available for my Business Online Banking account?

Currently, Mobile Banking is only available for customers using Personal Online Banking.

Will the find ATM option locate surcharge free ATMs?

No, it will only locate RSNB Bank ATMs. You can download and install a separate ATM Locater app through MoneyPass® to locate surcharge free ATMs.

I received a text message requesting that I reply with my account information. What should I do?

We will NEVER send you a text message requesting you to send your account information. The short code used for Mobile Text Banking is 99588. You cannot text information to the short code, only commands pertaining to Mobile Text Banking.

Mobile Banking Registration FAQ's

How do I enroll and access RSNB Bank's Mobile Banking?

You can go to your phone's app store and download the RSNB Bank mobile application directly.  Alternatively, you can log on to your Online Banking. Select the "Options" menu, locate the Mobile Banking profile section and click "Enroll Now". Make sure you have your phone handy. Click on "Add New Device" and enter your mobile phone. Select the Mobile Banking service that you want to use. During registration, you will receive a text message with a unique activation code to verify your mobile number. Enter the activation code in the browser on your computer. You are then sent a couple of text messages to the registered device with specific instructions pertaining to the service selected.

Can I register multiple users to the same phone?

For security reasons, only one user can register per phone. However, once you complete the registration process, you can add more phones to your account.

I received my activation code but never used it, what do I do now?

Your activation code expires 24 hours after you received the code. You can always request a new activation code. Log on to Online Banking, select the "Options" menu, locate the Mobile Banking profile section and click "Manage Devices". On the "My Devices" tab, locate the appropriate mobile number and select "Get new activation code" from the drop down menu. You will receive a text message with a new activation code.

I haven't received the activation code on my mobile phone. What should I do?

Check the mobile phone number you entered during registration. If it is correct, here are some other options for resolving the issue:

• Verify that your mobile phone is on and able to receive test messages. Check with your mobile service carrier if you're not sure you can receive text messages.
• Contact your mobile service carrier and make sure your phone can send and receive text messages to and from a standard U.S. short code.
• Request a new activation code. After logging on to Online Banking, select the "Options" menu. Locate the Mobile Banking profile section and click "Manage Devices". On the "My Devices" tab, locate the appropriate mobile number and select " Get new activation code" from the drop down menu. You will receive a text message with a new activation code.

If you are still having problems with the activation code, contact Online Banking Support for assistance.

Mobile App Banking FAQ's

What is Mobile App Banking?

RSNB Bank's Mobile App Banking is a secure mobile banking application designed for a smartphone. Rather than using the Mobile Web browser to conduct Mobile Banking, the application is installed directly on your mobile device.

What devices is RSNB Bank's Mobile Banking App available for?

RSNB Bank's mobile banking app is available for iPhone and Android phones. Mobile Banking is optimized for iPhone and Android devices. However, some carriers don't support application downloads to certain types of phones. If you have any problems downloading Mobile Banking, check with your mobile service carrier to make sure it is supported on your phone. View the Mobile Banking Requirements for more specific requirements.

How do I download the RSNB Bank Mobile Banking App to my phone?

During registration, you will receive a link to download the app used for Mobile App Banking. Click the link to initiate the download. You can also download RSNB Bank's Mobile Banking App directly in the Google or iTunes App Store without registering.

I can't find my link to download the RSNB Bank Mobile Banking App. What should I do?

If you can't find the text message that was sent during registration with the download link for Mobile Banking, you can request another text message containing the link to be sent. Log on to Online Banking, select the "Options" menu, locate the Mobile Banking profile section and click "Manage Devices". On the "My Devices" tab, locate the appropriate mobile number and select "Download the application" from the drop-down menu.

When I click the link to download the RSNB Bank Mobile Banking App nothing happens. What should I do?

Every mobile phone and mobile network are different, so you may not be able to download the RSNB Bank Mobile App to your phone. If you're having trouble, contact your mobile service carrier to make sure your phone supports application downloads.

How do I set the app up on my tablet?

Currently, the app is not supported on tablets. You may be able to use the mobile web link on your tablet by typing the address you received on your phone. Please note the URL is case sensitive.

Why is the RSNB Bank Mobile Banking App asking for permission to different features on my phone?

When installing the app on an Android device, you may receive a message asking permission to access your phone's camera, contact list, location, network and call log. Grant permission to proceed.

• Camera, Contact List and Call Log
  Functions that the app uses your camera and contact list for are not available at this time but are built into the app's underlying code. The call log is integrated with the contact list. That's why it asks for permission, but the functions are inactive. The app will not collect images from your phone or information from your contact list.
• Locations
  Allows the app to get your location and determine where you are. The location is derived by location services using network location sources such as cell towers, Wi-Fi or GPS. The app uses this for the ATM and branch location function. The location services must be turned on and available to your device for the app to use them.
• Network Communication - Full Network Access
  Allows the app to make a connection over the network.
• View Network and Wi-Fi Connections
  Allows the app to view information about network (e.g. 3G or 4G) and Wi-Fi (e.g. Internet) connections. This allows the app to see which networks exist or whether Wi-Fi is enabled.
• Access Extra Location Provider Commands
  Allows the app to access location information specific to your mobile service carrier.

Mobile Text Banking FAQ's

What is Mobile Text Banking?

RSNB Bank's Mobile Text Banking enables you to retrieve information and manage your bank accounts via text messaging from a mobile device.

Why are my Mobile Banking text messages coming from 99588?

You receive all Mobile Banking text messages from short code 99588. To make it easier to recognize our text messages, add us to your contact list with the short code 99588.

What is a shortcode?

A shortcode is a shortened version of a phone number. Shortcodes are usually five or six digits long and are used to send and receive text messages from mobile phones. 99588 is RSNB Bank's shortcode for Mobile Text Banking.

Why can't I receive text messages? I am enrolled in Mobile Banking and have text messaging enabled on my mobile phone.

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. Check your phone options and then contact your mobile service carrier to ensure they aren't blocking short codes.

Why do I receive multiple messages and what does it mean to see "1/2" on my text message response?

An SMS text message can contain only 160 characters total. Each response you receive may vary in size. Sometimes all of your account information cannot be sent in one message because it exceeds the 160 character limit. In this case, your account information will be sent in multiple messages.

"1/2" means you are reading the first message in a series of two messages. It is labeled as "1/2" to ensure you will read your text messages in the correct order.

Why are the text messages out of order when multiple messages have been sent?

Text messages are sent to you in the order they are intended to be read. We will always clearly indicate the order the messages they are to be read (for example, "1/2" or "3/3"). Unfortunately, depending on your mobile service carrier, messages sometimes get mixed up on the way to your mobile phone.