Mobile Banking FAQs

Do you have questions regarding Mobile Banking? Our Call Center is available:

Monday – Thursday
8:30 am – 4:30 pm EST

Friday
8:30 am – 5:30 pm EST

Saturday
12 pm – 3 pm EST.

Our Call Center can be reached at:
(502) 582-2571 or (800) 625-9066

Email us at:
onlinecustomerservice@syb.com

Is Mobile Money secure?
Is my personal or financial information stored on my phone?
Which accounts can I access using Mobile Money?
How current is the account and transaction information?
What if I get the text message to “activate and launch the Touch Banking app” before I download the app from the App Store?
Can I have a special character in my Online Banking User ID?
What is the cut-off time for transfers in Mobile Money?
Can I add more than one mobile phone?
What if my phone number changes?
I have a prepaid phone, can I use Mobile Money?
What if my phone is lost or stolen?
How do I stop using Mobile Money on my phone?

 

Alert FAQs

How do I sign up for Alerts?
Can I have an Alert sent to my cell phone?
What if I don’t know my cell phone text address?
How do I change or stop alerts?
How soon are Alerts sent to me?
If my check is converted to an electronic transaction will I get an Alert?
If my check is cashed at a branch, or deposited, when will I get the Alert?
Will I receive an Alert each time a deposit is made?
Will I just receive one alert when my balance reaches the selected threshold?
Will I receive multiple Alerts when my balance reaches the appropriate threshold?
Can I receive an Alert for any type of withdrawal from my checking account?

 

Is Mobile Money secure?

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

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Is my personal or financial information stored on my phone?

No. Mobile Money does not save any files with personal or financial information on your 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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Which accounts can I access using Mobile Money?

You can access any account you have set up in online banking. You select which accounts you want to access using Mobile Money during the enrollment process.

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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 and pending transactions.

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What if I get the “text message to activate and launch the Touch Banking app before I download the app from the App Store?

Just click close on the text message, download the app from the App Store, then go back to the text message and click on the link to activate and launch the app.

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Can I have a special character in my Online Banking User ID?

No, in order for Mobile Money to work, your Online Banking User ID may only contain letters and numbers.

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What is the cut-off time for transfers in Mobile Money?

Any transfers completed after 6:00 PM, will be processed the next business day.

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Can I add more than one mobile phone?

Yes. You can enroll several mobile devices for Mobile Money. To add a new phone, log into Online Banking, click on the Options tab, go to the Mobile Banking section and follow the steps.

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What if my phone number changes?

If your mobile phone number changes, simply update it in the Mobile Banking section under the options tab in Online Banking.

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I have a prepaid plan, can I use Mobile Money?

Mobile Money works with most prepaid plans, but we cannot guarantee that your carrier supports standard US short codes. T-Mobile prepaid does not support short codes.

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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. You can deactivate your phone in Mobile Money. To deactivate your device, log into Online Banking, click on Options, go to the Mobile Banking section and select “Stop using this phone for mobile banking”.

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How do I stop using Mobile Money on my phone?

To deactivate your device, log into Online Banking, click on Options, go to the Mobile Banking section and select “Stop using this phone for mobile banking”.

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How do I sign up for Alerts?

You must be enrolled in Online Banking. After logging in, click on the Alerts and Messages tab, Alerts, then Setup New Alerts.

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Can I have an Alert sent to my cell phone?

Yes, just select TXT version of the appropriate Alert, and enter your text message address in the email address field.

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What if I don’t know my cell phone text address?

Send a text message from your phone to your email address. When you open the email, the address shown for the sender is the cell phone text address.

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How do I change or stop alerts?

Log in to Online Banking and click on Alerts and select the appropriate action.

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How soon are Alerts sent to me?

Alerts are sent within a 30 to 50 minute period after the transaction occurs, with the exception of Check Cleared Alerts and Checking High Balance Alerts, which are sent after nightly processing.

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If my check is converted to an electronic transaction will I get an Alert?

Checked Cleared Alert (Notice)
It depends on how the check is coded as it comes to us. We are not always able to determine the actual check number on electronically transmitted items.

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If my check is cashed at a branch, or deposited, when will I get the Alert?

Check Cleared Alerts are sent after nightly posting.

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Will I receive an Alert each time a deposit is made?

Checked Deposit Alert (Notice)
Yes, if the deposit exceeds the selected threshold.

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Will I just receive one alert when my balance reaches the selected threshold?

Checking and Savings Low Balance Alert (Notice)
You may receive multiple Alerts. Alerts are sent based on transactions on the account. After you reach the selected threshold, you will receive an Alert each time a transaction hits the account, until the balance exceeds the selected threshold.

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Will I receive multiple Alerts when my balance reaches the appropriate threshold?

Checking High Balance Alert (Notice)
High balance Alerts are sent only once per day. The Alert is sent after nightly posting.

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Can I receive an Alert for any type of withdrawal from my checking account?

Checking Withdrawal (Notice)
Yes, you can set a minimum amount threshold and receive an Alert if a withdrawal exceeds the selected threshold.

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