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Frequently Asked Questions about Mobile Banking
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Mobile Banking FAQsSelect a question below and click for answer.
Q. What is Mobile Banking?
A. Mobile Banking is a free service that allows you to access your account information,
transfer funds and pay bills with your mobile device.
Q. What functions can I perform from my mobile device?
- Locate branch offices
- View Transaction History (15 days; 4 per page.)
- View Account Balances
- Transfer Funds between accounts
- Pay Bills to existing Payees
- View Alerts
Q. How do I
enroll in Mobile Banking?
A. If you currently use Internet Banker, log in to Internet Banker and click on
‘Manage Settings’, then click ‘Mobile Settings’ and select “Enable
web access for your mobile device”.
Q. Can I use any mobile device to access my accounts?
A. Yes. You can use any mobile device that is web-enabled and allows secure SSL
traffic. However, SMS Text messages will be sent to the cell phone number registered
in Internet Banker.
Q. Do I use the same user ID and password as Internet Banker?
A. Yes, use the same user ID and password as you do for Internet Banker.
Q. Are
there fees for the Mobile Banking service?
A. No, it is free for Personal, Business and Cash Management Internet Banker customers.
Q. Does Susquehanna
have an iPhone App?
A. Yes, you can go to the Apple App Store on your iPhone and search for Susquehanna
Bank. It is free and can be installed directly from the App page.
Q. Can I schedule recurring transfers and bill payments using
mobile banking?
A. At this time only one-time, immediate transfers and bill payments may be entered.
Q. How late
in the day can I make transfers?
A. Transfers can be made at any time. However, please note the transfer cut-off
time is 8 p.m. Eastern Time during regular banking days, which excludes weekends and holidays
(A list of our observed holidays is available by contacting us). Any transfer made
after 8 p.m. Eastern Time will be processed on the next business day.
Q. How do I know if my transfer or bill payment was entered successfully?
A. A confirmation SMS Text Message will be sent to your mobile device. If you do
not receive a confirmation text message, double check to make sure the transaction
went through. Cell phone carrier text message fees apply.
Q. How do I
add a new bill payment payee?
A. New payees can only be added through Internet Banker. Mobile functionality is
limited to sending payments to already established payees.
Q. How do I delete a bill payment that I set up through my mobile device?
A. Log in to Internet Banker and delete the payment from the main menu of the Bill
Pay module.
Q. When I try to enter an amount for a bill payment or transfer,
I can’t enter any numbers, only letters. Why?
A. Check your phone’s settings to make sure you don’t have Alpha-only enabled on
the keypad.
Q. How do I securely end my mobile banking browser session?
A. Select the ‘Logout’ link to logout of mobile banking, then close your browser
through your mobile device browsing options. Closing your browser will securely
end your mobile banking login session.
Q. What if I can’t get my mobile device to work with Internet Banking?
A. Verify:
- Your mobile device must be web enabled. (Contact your mobile provider)
- Your mobile network must allow secure SSL traffic. (Contact your mobile provider)
- You must first enroll in Mobile Banking through Internet Banker before you can gain
access.
Q. What happens if I lose communication/signal during a transaction?
A. If you do not receive a confirmation SMS Text Message due to a dropped call or
lost signal, check your accounts and re-submit any transactions that did not process.
Q. What happens
if I lose my mobile device?
A. Account data and login credentials are not stored automatically on your mobile
device. Therefore, anyone who has access to your phone cannot login to your accounts.
Do not add your login credentials to the memo pad or voice record them on your mobile
device as this information could then be obtained by others. Password protect your
mobile device if possible.
Q. What
do I need to do if I get a new phone?
A. If you are using the same phone number and provider, no changes are needed. If
you switch providers and/or phone numbers, log in to your Internet Banker account
via the Internet on your PC and update your information by selecting Manage Settings
> Mobile Settings page.
Q. What
if I no longer want to be a mobile user?
A. Log in Internet Banker and Select Manage Settings > Mobile Settings > Deselect
Enable web access for your mobile device > Click Agree.
Q. Is it safe to use Wi-Fi?
A. When doing something sensitive on your mobile device or PC, like checking a bank
account balance or making a payment, don't use the free Wi-Fi in a coffee shop or
other access points. Use your password-protected Wi-Fi at home to safeguard your
account.
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