My Mobile Money Access App FAQ Document

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1 My Mobile Money Access App FAQ Document My Mobile Money Access is an app designed specifically to help you control and monitor your debit card usage from anywhere and at any time using your smartphone. You can protect your debit cards from fraud by setting alerts and controls to determine how your card is used. The My Mobile Money App also allows you to manage a budget and stick to it with custom controls, alerts for spending limits, and easyto-find account balances. The My Mobile Money App meets your specific needs with a wide range of alert and control options for: All card activity Spend limits Low-balance alert Card-not-present transactions International transactions Transaction history Changes with card status Specific transaction and merchant category purchases Dependent card activity You can even create a control to deny a transaction before it takes place based on the criteria you set. To Download Visit itunes or Google Play and search for My Mobile Money Access. Download the app to your phone. Then follow these simple steps: Open the app and have your debit card handy Click the Sign Up Free button Enter your card number On the next screen enter your name, debit card CVV (the three digit security code on the back of your card), and debit card expiration date to verify your identity Accept the app Terms and Conditions along with the Privacy Policy Enter your address, user name, and password. You can use your address as your user name. You will also need to enter your full name. And that s it you are ready to use My Mobile Money Access! Frequently Asked Questions Q: Does My Location and Region alerts and controls apply to all purchases? A: My Location and Region alerts and controls only apply to in-store, card present purchases and not any transaction where the physical card swipe is not present. Q: How many regions can I create using the My Region feature? A: My Region allows users to create up to three (3) regions within the mobile app for each card or account that has the ability to set controls and alerts. Each region is a circular area with a

2 minimum radius of five (5) miles. Setting up a region for a card in Control Preferences does not automatically create that region in Alert Preferences and vice versa. Q: How do I know if my transaction will be approved or denied using My Location or My Region controls? A: If the transaction location is within the radius of the user-defined region, then it will be approved. If the two (2) circles do not intersect, then the transaction is denied. Q: What happens if my device is turned off? A: The app keeps track of a user s device based on the data returned from the devices GPS. When a user crosses zip codes and/or switches cell towers, then the mobile app uses an algorithm that refreshes the current location. If the device is not powered on, then no updates are possible. The app will then use the last known location for up to two (2) hours. Q: How do I delete a region? A: To delete a region, users must: Select a desired region Press the trash can icon in the lower right corner of the screen Please note that this deletes the region and is no longer used for any transactions Q: Why is the My Location feature not working properly? A: Sometimes the device location accuracy may be affected by cellular network coverage and connectivity. Poor connectivity may cause the My Location feature to be problematic. Q: Why is the International Alerts feature not working properly? A: Both My Location and My Region must be disabled before users can set up International Alerts. Q: How many users can use the My Mobile Money App using the same card? A: There are three (3) different user types: primary users, shared users with full access, and shared users with restricted access. Primary User: can register or add a card by going through the full authentication process. These users have full control and alert capabilities for the card

3 Shared Users (full access): can register or add a card through an invitation sent by a primary user. These users go through an abbreviated authentication process and have full control and alert capabilities for the card. Shared Users (restricted access): can register or add a card through an invitation sent by the primary user. These users go through an abbreviated authentication process and have only a subset of the control and alert capabilities for the card. Shared users cannot invite other users to register with the app. Shared users with restricted access can turn a card on or off, set Alert Preferences and set My Location only if the other shared user has already set the My Location control. Primary and shared users separately register each card i.e. a cardholder can be the primary user on one card and a shared user on another card. Q: How many times can I type incorrect authentication information before my account is suspended due to repeated failures? A: After three (3) consecutive times, a user s account will be suspended for 30 minutes due to repeated failures. Users can tap okay to return to the second page of the Card Verification process, or they can click cancel to return to the welcome screen. After 30 minutes, users can either retry the card registration or take one of the following actions: Call their financial institution to reset the information Continue the registration process with the Card Verification screen Q: What are the password requirements? A: The requirements for user passwords are: Between 8-12 characters with at least the following: - One upper case letter - One lower case letter - One number - One special character i.e.!@#$%^&*()_+~ Q: What is the Do Not Disturb feature and what happens when I enable it? A: Do Not Disturb allows users to set a specific time of day during which they do not want the app to alert them of new notifications that they set within the app. When this feature is enabled, users are no longer notified of alerts (except in-store transactions). All other alerts are stored in the Messages section of the app where users can access them at a later time.

4 Q: Since users can log into the app from multiple devices, which device is considered the primary? A: When users first complete the registration, the device in which the registration process occurred defaults to the primary device. To set a device as primary, do the following: Tap Primary Device on the setting screen so the Primary Screen is displayed Toggle (swipe) the Primary Device slider to the on position (green) Q: What happens when I turn off an active card? A: When an active card is turned off (power symbol is red), all transactions made on that card (other than recurring payments) are denied. A closed card is not impacted by the on/off functionality and all transactions are still denied until the card is reopened by the financial institution. If a new card is issued because of fraud, then users must add the new card to the app. Q: What do the transaction icons mean? A: Depending on the transaction status, the app displays a different icon for each transaction status. Please view the table below for each description.

5 Q: How do I unmanage a card? A: Users can unmanage a card or account by doing the following: Uncheck the box next to the card or account Tap okay All card control services are disabled and users will not receive any transaction alerts. Also, if users unmanage all cards within a username portfolio, then they cannot log into the app Users can unmanage one or more cards and/or accounts from their portfolio; however, this does not unsubscribe or unregister users from the app if any cards and/or accounts are still managed. Q: How do I unsubscribe or unregister from the app? A: To unsubscribe from the app, users must unmanage all cards and accounts within the app or contact their financial institution to complete the process (via mconsole). If users decide to re-register after unsubscribing, then they are treated like new users and will have to re-register all information.