Personal Mobile Banking
Frequently Asked Questions

  1. What is Mobile Banking?
  2. How do I activate Mobile Banking?
  3. Which accounts can I access using Mobile Banking?
  4. How current is the account and transaction information?
  5. Which phones can I use for Mobile Banking?
  6. Which mobile service carriers support Mobile Banking?
  7. How secure is Mobile Banking?
  8. Is my personal or financial information stored on my phone?
  9. I have a prepaid plan, can I use Mobile Banking?
  10. What if my phone number changes?
  11. What if I receive a new phone, but my phone number doesn’t change?
  12. What if my phone is lost or stolen?
  13. How do I stop using Mobile Banking on my phone?
  14. Are the keywords case-sensitive?
  15. What should I do if I don’t get a response to a request?
  16. Why are my results sent as multiple messages?
  17. I have text messaging enabled on my mobile device, why can’t I receive text messages?
  18. Can I make a loan payment through Mobile Banking?
  19. How do I download the app?
  20. Is there a cost to use the Mobile Banking app?
  21. Who do I contact if I need help?
  22. Terminology

1. What is Mobile Banking?

Mobile Banking provides quick, secure account access from your mobile phone. With this service you can see account balances, view transactions, transfer funds between accounts, pay bills and find ATM locations.

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2. How do I activate Mobile Banking?

To activate mobile banking you must be enrolled in Personal OnLine Banking. You can activate Mobile Banking through the Preferences link at the top of the OnLine Banking page.

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3. Which accounts can I access using Mobile Banking?

You can access any account you have set up in OnLine Banking. You select which accounts you want to access through Mobile Banking during the enrollment process.

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4. How current is the account and transaction information?

When you view your account balance, you see the current available balance. When you view transaction history, you see the most recently posted transactions. Pending transactions do not display.

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5. Which phones can I use for Mobile Banking?

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.

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6. Which mobile service carriers support Mobile Banking?

Mobile Banking works on all major mobile service carriers in the U.S.: 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.

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7. How secure is Mobile Banking?

Mobile Banking employs industry best practices with regard to security. It has been assessed against industry security criteria by a number of independent system security experts.

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 user name and password or by utilizing existing login credentials for single sign-on.
  • Encryption - 128-bit encryption is used for all transactions within Mobile Banking and between Mobile Banking and other solutions.
  • 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 hardening measures.
  • Audit Ability - Mobile Banking provides full audit capabilities through event logs and event-based reporting.

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8. Is my personal or financial information stored on my phone?

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.

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9. I have a prepaid plan, can I use Mobile Banking?

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.

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10. What if my phone number changes?

If your mobile phone number changes, simply update your mobile phone number in Mobile Banking. To update the mobile phone number, click on the Preferences link at the top of the OnLine Banking page. Locate the Mobile Money section and click Manage Device. Once the Main Menu is displayed, select the My Phones tab and locate the old phone number, select Change My Phone Number and then click Go. Once the Mobile Phone Number page is displayed, enter your updated phone number and click Next.

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11. What if I receive a new phone, but my phone number doesn’t change?

If you are using the Mobile Banking app, you will need to redownload the application. If you are using the mobile browser and need the link sent to you via text messaging, you will log into OnLine Banking and click Preferences at the top of the page. Locate and click the Manage Devices button on the page and you will arrive at a Main Menu page. Under “I want to:” click the drop down menu and select “Get a link to the Mobile Banking website” if you’d like to use the mobile browser or select “Download the application”. You will then receive a text message on your phone with instructions.

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12. What if my phone is lost or stolen?

If your mobile device is lost or stolen, no one can access your account without knowing your password and, in some cases, your unique user name. To prevent unauthorized access to your account, you can deactivate your phone in Mobile Banking. To deactivate your mobile device, complete the How To Deactivate or Stop Using a Mobile Device section.

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13. How do I stop using Mobile Banking on my phone?

To stop using Mobile Banking on your mobile device, simply log into OnLine Banking, click Preferences at the top of the page, and locate and click the Manage Devices button. Select My Phones tab, locate the appropriate phone number and select Stop Using This Phone For Mobile Banking, and then click Go.

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14. Are the keywords case-sensitive?

No. Whether you type “BAL” or “bal,” a response with your account balance information is sent to your mobile device.

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15. What What should I do if I don’t get a response to a request?

Make sure you are sending text messages to the 96924. Check the keyword and any additional information required for the request, such as the financial institution’s identifier, account nickname or address.

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16. Why are my results sent as multiple messages?

Text messages are limited to 160 characters. If your account information exceeds the character limit, your account information is sent in multiple messages - no more than five at a time.

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17. I have text messaging enabled on my mobile device, why can’t I receive text messages?

Your mobile service carrier may be blocking short codes or you may have blocked short codes on your 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.

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18. Can I make a loan payment through Mobile Banking?

Yes. Mobile Banking allows for you to pay bills, including loans. Simply, click on the Pay Bills button, select the Payee and enter the amount and the date you’d like the payment to be made.

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19. How do I download the app?

Before you can download the app, you will need to complete the online Mobile Banking enrollment. Once enrolled you will receive a text message containing a link to download the application. The system will automatically detect the type of phone you are using and will redirect you to your mobile devices application store (for example if you are using an iPhone you will be redirected to the application in the iTunes store). Click to install the free app and the application will begin downloading to your phone.

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20. Is there a cost to use the Mobile Banking app?

No. You can download the app for free through your mobile phone.

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21. Who do I contact if I need help?

Client Service Representatives will be able to help you. Please contact us at 616-393-0100 for the Holland location and 616-454-0156 for the Grand Rapids location.

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22. Terminology

  • Mobile Browser (WAP): A web browser designed for use on mobile devices.
  • Mobile App: mobile apps, also called mobile applications, are software applications designed to run on smartphones or tablet computers. They are available through application distribution platforms which are typically operated by the owner of the mobile operating system (for example: Apple App Store, Android Market and BlackBerry App World)
  • SMS: (Short Message Service) is a form of text messaging communication on mobile phones.
  • Short Codes: Designed to be easier to read and remember than normal telephone numbers.  They are special telephone messages used when text messaging to a service provider.  

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