Mobile Banking FAQs

Frequently Asked Questions (FAQs) about Mobile Banking

 

TERMINOLOGY 

Financial Institution's App Code: SNBT has a unique application code required to activate access to Bank Online. SNBT's app code is: SNBTMOBILE.

Mobile Browser: A web browser designed for use on mobile devices.

Mobile App: Also called mobile applications,are software applications designed to run on smart phones. They are available through application distribution platforms (for example: Apple App Store, Android Market).

SMS (Short Message Service):  Is a form of text messaging communication on mobile phones.

Short Codes: Is a shortened version of a phone number. You can send and receive text messages from a standard U.S. short code as well as a traditional phone number.


WHAT IS MOBILE BANKING? 

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 SNBT accounts, and find ATM and office locations.

Is there a cost to Mobile Banking?

  • SNBT does not charge a fee to use Mobile Banking. However, carrier message and data rates may apply. Please check with your wireless provider for information about charges on your service plan.

Which phones can I use for Mobile Banking?

  • Hundreds of models are supported,including these major brands: iPhone 4 and higher, HTC, LG, Motorola, BlackBerry,Samsung, Sanyo, Nokia, Huawei, and Google.

Which mobile service carriers support Mobile Banking?

  • Mobile Banking works on all major mobile service carriers: AT&T ® , Verizon Wireless ® , T-Mobile ® ,and Sprint ® . Mobile Banking also works on a number of the smaller service carriers as well.

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 short codes.T-Mobile prepaid does not support short codes.


GETTING STARTED 

How do I activate Mobile Banking?

  • You must register for Mobile Banking through your SNBT Bank Online account. after you have logged in, select 'Options', scroll down to 'Mobile Banking Profile', select 'Enroll Now'.
  • Make sure your mobile phone is turned on and ready to receive text messages.
  • Select the services you want to use (you may select one, two, or all three)
  1. Application
  2. Internet Browser
  3. Text Messaging
  • Choose the accounts you want to access with Mobile Banking.

How do I download the app? 

  • Before you can download the app, you will need to complete the online Mobile Banking enrollment, which is done your Bank Online account. 
  • Download the free app, TouchBanking, Fiserv, Inc. either directly from an app store or through Bank Online. 
  • To activate the app, enter SNBT's app code: SNBTMOBILE.
  • You can also call Customer Support at 715-735-2356 to assist you with the registration process.

How do I activate Internet Browser and/or Text Messaging services?

  • Before you can activate the Internet Browser or Text Messaging for Mobile Banking, you will need to complete the online enrollment, which is done through Bank Online.
  • You will receive two text messages during the registration process:
  1. The First will provide you with an 'Activation Code' needed to activate Mobile Banking.
  2. The second message provides instructions on how to launch the website link or the instructions for texting.

  • You can also call Customer Support at 715-735-2356 to assist you with the registration process.

Which accounts can I access using Mobile Banking?

  • You can access any accounts that you can currently view within Online Banking 
  • Select which accounts you would like to access with Mobile Banking during the enrollment process.
 Would my iPad, iPad mini, or iPod support the mobile applications since I can get other apps? 
  • No. These devices are not currently supported by Mobile Banking.


SECURITY QUESTIONS

How secure is Mobile Banking?

  • Mobile Banking employs industry best practices with regard to security. At a high level, Mobile Banking offers the following security safeguards:

o Authentication Multiple layers of security are used for secure log-in; customers are authenticated by user name and password or by utilizing Bank Online log-in credentials.

o Phone lockout – At log-in, if the maximum number of attempts is exceeded, Mobile Banking will be temporarily locked from that device. For security purposes, password recovery is not available. If you have become locked out of Mobile Banking, you must contact SNBT Customer Support at 715-735-2356 to have your password reset.

o Encryption 128-bit encryption is used for all transactions within Mobile Banking and between Mobile Banking and other solutions.

o No Identifiable Information — Mobile Banking does not return any personally identifiable information in a text message, such as your full account number, e-mail address, or personal address. Also, we never ask for or include your user ID/password in any message we send.

  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 phone. That information stays strictly within Bank Online. Some phones (e.g., BlackBerry,Android) have logo image files that are copied to the phone, but they do not contain any personal information.

What if my Mobile Phone is lost or stolen?

  • If your mobile phone is lost or stolen, no one can access your account without knowing your user name and password.To prevent unauthorized access to your account, you can deactivate your phone within Bank Online under “Options, Mobile Banking profile”.


ACTIVE USER QUESTIONS 

I have text messaging enabled on my mobile phone, why can't I receive text messages?

  • Your mobile service carrier may be blocking “short codes”. Contact your cellular carrier and ask them to enable short codes for Mobile Banking.

Are the key words case sensitive?

  • No. Whether you type "BAL"or "bal," a response with your account balance information is sent to your mobile phone.

What if my phone number changes?

  • If your mobile phone number changes, simply update your mobile phone number within Bank Online under “Options, Mobile Banking profile”.
How do I add accounts to my Mobile Banking activated account? 
  • You add accounts which are already visible in BOL: log into BOL, select 'options', scroll down to 'Mobile Banking Profiles', select 'Manage Devices', choose 'My Accounts' from the tabs, then select the desired accounts to add.
  • If you want to add an account that isn't yet visible in your BOL account, please contact SNBT's Customer Support at 715-735-2356 to link any account(s) to your BOL account. Once accounts are linked, you can follow the steps above to add it to Mobile Banking.
How do I delete accounts from Mobile Banking so I no longer see them? 
  • You can easily delete bank accounts from Mobile Banking: log into BOL, select 'options', scroll down to 'Mobile Banking Profiles', select 'Manage Devices', choose 'My Accounts' from the tabs, then select the desired accounts to delete.

  Can I use Popmoney through Mobile Banking?

  • Yes, you can add new recipients and make Popmoney payments using Mobile Banking. 

How do I add a new biller through Mobile Banking? 

  • Unfortunately, you cannot add a new biller directly thought Mobile Banking.
  • However, you can easily add any new billers in your Bank Online account, which will then be automatically active and visible in your Mobile Banking account.

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.

What should I do if I don't get a response to a request?

  • Be sure you are signed up for Bank Online and the account for which you are requesting information is set up under your Mobile Banking settings. Make sure you are sending text messages to 48179. Check that your request used the information required such as keyword and account nickname.

 How do I stop using Mobile Banking on my mobile phone?

  • To stop using Mobile Banking on your mobile phone, you may reply STOP to any text message received or simply log-in to Bank Online under “Options, Mobile Banking profile”. 


Details About Your Three Mobile Banking Options 
1. Text Messaging Service

You can use the text messaging service to:

  • Check your account balances.
  • Review recent account activity.
  • Find ATM and branch locations.
  • Receive e-Alerts for low balance or incoming deposit activity.
Requirements 

To use the text messaging service, your phone must send and receive text messages to and from a short code. Most mobile phones are capable of sending and receiving text messages, so your phone is most likely compatible with Mobile Banking. Please note that message and data rates may apply.

List of SMS Messages

BAL plus account nickname – current andavailable balances for an account
HIST plus account nickname – last 4transactions for an account
ATM plus zip code
BRANCH plus zip code
BOTH plus zip code (for both ATM &BRANCH)
Reply HELP to 48179 to receive allacceptable key words
Reply STOP to 48179 to cancel MobileBanking
Message and Data rates may apply

What does a typical request and response look like?

Sample Request: BAL
Sample Response:
SNBT Mobile Banking
BAL @ 1207 14:59
*1254 CHK1 $3,849.27
*5764 CHK2 $2,555.02
*4254 SAV1 $14,116.00
Reply STOP to cancel.

 

2. Mobile Browser Service

You can use the mobile browser service to:

  • Check your account balances.
  • Review recent account activity.
  • Transfer money between SNBT accounts.
  • Pay bills to current payees.
  • Change and cancel pending payments.
  • Receive e-Alerts for low balance or incoming deposit activity.
  • Find ATM and SNBT Office locations.

Requirements

To use the mobile browser service, your phone must have an Internet browser and may require a data services plan. Message and data rates may apply.

 

3. Downloadable App

You can download the Mobile Banking application to your phone. The application offers all the features of the mobile browser service:

  • Check your account balances.
  • Review recent account activity.
  • Transfer money between SNBT accounts.
  • Pay bills to current payees.
  • Change and cancel pending payments.
  • Receive e-Alerts for low balance or incoming deposit activity.
  • Find ATM and SNBT Office locations.

Requirements

To download the Mobile Banking app, your phone must have an operating system that supports app downloads and may require a data services plan. Message and data rates may apply.

 

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