FAQ–Troubleshooting

I enrolled my phone number but did not receive a text message. What should I do?
Typically you should receive a text message within a few minutes after enrolling. However, sometimes mobile carriers experience delays which slow down text message delivery. While waiting, make sure you phone has a wireless signal. Also, be sure you entered the correct phone number on the enrollment site. If you still do not receive it, contact your wireless provider to ensure text messaging is enabled on your phone.

I received an activation code but never used it. What do I do now?
Activation codes expire after a specific period of time (usually 24 hours). If you need a new one, return to the Mobile Banking enrollment site (called the Mobile Banking Center) and request a new activation code.

What happens if I get a new phone or change phone numbers?
If you get a new phone or change phone numbers, be sure to return to Mobile Banking website via your PC (personal computer) and update your phone profile in the Mobile Banking Center. We recommend removing your old phone and re-enrolling your new phone.

Can I use Mobile Banking or Text Banking on more than one phone?
Yes. Visit the Mobile Banking Center and simply enroll (and then activate) another phone number.

I activated Mobile Banking on my phone's browser. Why am I being asked to activate again?
At the time of activation on your phone's browser, a cookie is generated which always tells the Mobile Banking system that you activated (thus allowing you to proceed to the sign on screen). However, some mobile phones will periodically erase all cookies, requiring you to reactivate.

What if my device is lost or stolen?
If you are concerned about misuse of your phone, contact your mobile service provider immediately to stop all wireless service. Additionally, sign on to online banking and disable or remove your phone.