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1 Mobile Banking FAQ Q) Can anyone sign up for Mobile Banking? A) Mobile Banking enables any consumer with online banking to access their account information from a mobile device. Mobile Banking offers three ways to access accounts: Send a text message using a mobile device Use a mobile browser on a mobile device Download the TBK Bank application to a mobile device (available for iphone or Android enabled phones and tablets only) The user can choose any or all of these options. Ability to access depends on the capabilities of the mobile device. 1. SMS Text Messaging Service Requirements: To use the SMS text messaging service, the mobile device must send and receive text messages to and from a short code. Most mobile devices are capable of sending and receiving text messages, so most phones are likely compatible with Mobile Banking. Please note that some mobile service carriers charge for outgoing text messages or for each message sent and received. Use the SMS text messaging service to: Check account balances Review recent account activity Find ATM and branch locations 2. Mobile Browser Service Requirements: To use the mobile browser service, the mobile device must have an Internet browser and may require a data service plan. Access Mobile Banking by using the link sent by SMS text message during the enrollment process. Use the mobile browser service to: Check account balances Review recent account activity Transfer money between accounts Pay bills Change and cancel pending payments Find ATM and branch locations 3. Downloadable Application (available for iphone or Android enabled phones and tablets) Requirements: To use the Mobile Banking downloadable application, the mobile device must have an operating system that supports application downloads and may require a data service plan. Download the 1 P a g e 1 0 / 1 9 /

2 Mobile Banking application using the link sent by SMS text message during the enrollment process or visit the Apple or Google app store to retrieve the app. Use the downloadable application service to: Check account balances Review recent account activity Make deposits (certain restrictions apply) Transfer money between accounts Pay bills Change and cancel pending payments Find ATM and branch locations Q) How often does the pop up option to enroll come up? A) If you Declined the option, it will show up again in 180 days; if you chose Ask me later, it will show up again in 60 days. Q) Can I enroll before the prompt shows again? A) You can enroll at any time. To enroll a phone in Mobile Banking, follow the steps below. Log in to Online Banking. Click the Profiles button. Scroll down to the Mobile Banking section. Click on Enroll Now and follow the prompts. Q) Is Mobile Banking secure? A) Yes. Using the app is the most secure avenue. At a high level, Mobile Banking offers the following security safeguards: Authentication - Mobile browser and application solution customers are authenticated for every interaction with any Mobile Banking component. Customers are authenticated by username and password or by utilizing existing login credentials. Encryption bit encryption is used for all transactions within Mobile Banking and payment systems. Fraud Mobile Banking incorporates mechanisms such as transaction validation and transaction reconciliation processes to detect fraud. Availability/Resilience Mobile Banking is protected against malicious attacks through software and server security measures. Audit Ability Mobile Banking provides full audit capabilities through event logs and eventbased reporting. Q) Is my personal or financial information stored on my phone? A) No. Mobile Banking does not save any files with personal or financial information on your mobile device. That information stays strictly within Online Banking. Some phones (e.g., BlackBerry, Android) have logo and branding files that are copied to the mobile device. Those files do not contain any personally identifiable information. Q) Which accounts can I access using Mobile Banking? 2 P a g e 1 0 / 1 9 /

3 A) You can access any personal account set up in Online Banking. Select which accounts you want to access using Mobile Banking during the enrollment process. Some accounts may not have access to all features. Q) How current is the account and transaction information? A) The transaction information given in Mobile Banking is the same information found through Online Banking. Information is current. Q) Can I add more than one mobile phone? A) Yes. Several devices can be added to Mobile Banking. To add a new phone, select Manage Device in the Mobile Banking section in the Online Banking Profile screen. Q) What if my phone number changes? A) Mobile Banking is device oriented. If the mobile device is the same, it does not matter if the phone number has changed. However, don t forget to change your contact information with the bank. Q) What if I get a new mobile phone? A) If you get a new mobile device, add the new device through Online Banking. To update the mobile device: Log in to Online Banking. Click on Profile. The Profile screen is displayed. Scroll to the Mobile Banking. Click Manage Devices. The Main Menu screen is displayed. Select the My Devices tab. 3 P a g e 1 0 / 1 9 /

4 (The Remainder of this Page is Left Intentionally Blank) Click on Add New Device To have the App sent to your new device, enter your phone number here and press Send, or visit the App Store through Apple or Google. If you are using Mobile Banking by Text Banking, Mobile Browser, or by Alerts, enter your phone number here and click Continue. You can do all options if you prefer. Once you click Continue, you will have the opportunity to enter the Activation Code that will be sent to the new phone/device. 4 P a g e 1 0 / 1 9 /

5 Once you have entered the Activation Code and clicked Activate, the following screen is returned: Note: Once you have added the new device, you may want to remove the old device. To remove the old device: Go back to My Devices under Manage Devices in Online Banking. You will see the original device and the one just added. 5 P a g e 1 0 / 1 9 /

6 Using the drop-down menu, change the message to Stop using this device for Mobile Banking and click Go next to the account. You will receive the following message. Click Yes to stop using this device. Click Yes, to finish the process and return to the Main Menu. Q) What if my phone is lost or stolen? A) If your mobile device is lost or stolen, no one can access your account without knowing your unique user name and password. To prevent unauthorized access to your account, deactivate your phone through Online Banking. To deactivate a mobile device: Log in to Online Banking using your desktop. Click on Profile. The Profile screen is displayed. Scroll to the Mobile Banking section. Click Manage Devices. The Mobile Banking Main Menu screen is displayed. Select the My Devices tab. Locate the appropriate device. Select Stop using this device for Mobile Banking from the drop-down menu. Click Go. The Stop Using This Phone screen is displayed. 6 P a g e 1 0 / 1 9 /

7 Click Yes. The Main Menu screen is displayed. Close this screen to return to the Online Banking session Q) How do I stop using Mobile Banking on my phone? A) To stop using Mobile Banking on a mobile device, complete the steps in the previous answer to Deactivate or Stop Using a Mobile Device. Q) Which phones can I use for Mobile Banking? A) Hundreds of models are supported including these major brands: iphone, BlackBerry, HTC, LG, Motorola, Nokia, Pantech, Samsung, Sanyo, and Sony Ericsson. Phones on a number of different operating systems are supported including, but not limited, to Android, BlackBerry, ios, Symbian, Windows Mobile, Linux, Palm webos, and Maemo. Q) Which mobile service carriers support TBK Bank s Mobile Banking? A) Mobile Banking works on all major mobile service carriers in the United States: AT&T, Sprint, T- Mobile, U.S. Cellular, and Verizon Wireless. Mobile Banking also works on a number of the smaller service carriers, including, but not limited to, Boost Mobile, Cricket Wireless, Metro PCS, Pioneer Cellular, Union Wireless, and Virgin Mobile USA. Q) I have a prepaid plan, can I use Mobile Banking? A) Mobile Banking works with most prepaid plans, but we cannot guarantee that your carrier supports standard U.S. short codes. T-Mobile prepaid does not support short codes. Check with your carrier to determine if they support Mobile Banking. Q) I have text messaging enabled on my mobile device, why can t I receive text messages? A) The mobile service carrier may be blocking short codes or you may have blocked the short codes from the mobile device. Short codes must be enabled to use Mobile Banking. Short codes are abbreviated phone numbers, usually five digits, used to send Mobile Banking messages. Sprint commonly blocks SMS short codes, the customer may need to contact Sprint to have short code unlocked. Q) When I click the link for the Mobile Banking website nothing happens, what should I do? A) Every mobile device and mobile network is different, so you may not be able to click a link in a text message. Try these troubleshooting tips: Open the text message and click the Send or Go button on the mobile device to access the website URL. Click the address to go directly to the website. Open the text message and write down your unique website URL. Enter the URL in the device's web browser to go directly to the website. If you still cannot access the Mobile Banking website, contact your mobile service carrier. Q) Can I use my tablet for Mobile Banking? A) Yes. TBK Bank has a Tablet App that works for tablets. The tablet app is titled TBK Bank for Tablet. 7 P a g e 1 0 / 1 9 /