Mobile Banking Frequently Asked Questions

General

What is My Bank Mobile?

My Bank Mobile is an easy way to access eligible First United accounts from anywhere, at any time, using your mobile phone. You can use our App to securely view your account balances and activity, transfer money* between accounts or pay bills. You can also text us to receive up-to-date balance information.

 

What accounts can I access with First United’s My Bank Mobile?

You can access many of the same accounts that are tied to your Internet Banking solution, which includes your deposit and loan accounts!

 

Should I have a certain mobile carrier or phone to use My Bank Mobile?

No. Because our app can be downloaded to the phone, or accessed with a mobile Internet connection, you do not need to worry about carrier or model limitations. All you need is a mobile Internet connection. Similarly, if you have text messaging enabled on your phone, you can text for your balance regardless of what carrier or phone you have. We have apps for Android and iPhone!

 

Is First United’s My Bank Mobile secure?

Yes. Developed with some of the foremost banking security companies in the world, My Bank Mobile keeps your personal information safe and secure with the following features:

  • We offer secure online registration
  • No personal or sensitive information, such as account numbers or passcodes, will ever be stored on your mobile phone
  • My Bank Mobile uses encryption to protect your personal data
  • The app identifies your phone each time you conduct a mobile transaction

 

Does the service work on my iPhone?

Yes, My Bank Mobile has an app for the iPhone, as well as Android.

 

How do I get started using First United’s My Bank Mobile?

Visit mybank.com and log in to personal internet banking and choose the “Get Started” link in the Mobile Banking Center app.

 

How does the website registration work?

Website registration is a simple process that requires you to provide some identifying information about your mobile device using a simple form. The site will guide you through the process of registering your phone, accessing our app and enabling inquiries via text messages. To get started, visit mybank.com and log in to internet banking.

 

How does the mobile phone registration work?

It is as simple as signing up online (see "How does the website registration work?") and receiving a text message or visiting a website on your phone. Once you have registered your phone, if you chose to enable text banking, you will receive a text message to which you can reply with your activation code. You will also receive a text message with a link to the mobile web application, if you have a web enabled smart phone; you can access a more functional banking experience using your mobile phone’s internet browser or by downloading our banking app.

If you do not enable text message banking, you may enable only web/app banking and you will need to visit http://m.mybank.com from your mobile device and enter your activation code that you will be given when you register.

Usage

How do I access First United’s My Bank Mobile App on my phone?

If you downloaded the app to your phone, you can open First United’s My Bank Mobile by selecting it from your mobile phone's application menu. If you are accessing our app from your mobile web browser, simply visit http://m.mybank.com (save it as a bookmark or to your home screen for easy access in the future).

 

How do I review my account balance?

The easiest way to review your account balance is to text us! Send the letter “B” to 79680 and receive a quick view of your accounts. You can also use our App to access balance information by simply selecting the account you wish to view.

 

How do I review past transactions performed on my mobile phone?

To view past transactions within the app or web application, simply select the account you wish to review from the home screen of the app. You can also review past transactions using texting, by sending the letter “H” to 79680 and our system will respond with a list of your accounts (numbered 1 through however many accounts you may have)...reply with the corresponding number you wish to see and our system will send you the most recent transactions, and the ability to continue to review them by replying “M” for more.

 

How do I transfer money between accounts?

To transfer money, open the My Bank Mobile app and select “Transfers” from the main menu. Then, choose the account to transfer from, and then select the account to transfer to. Enter the amount to transfer, select “OK” and review and confirm the information is correct. You may also transfer funds between your accounts by texting the letter “T” and following the instructions that will be sent back to you. *

 

How do I make a payment using First United’s My Bank Mobile?

To make a bill payment, open the First United’s My Bank Mobile App and select the “Bill Pay” link from the main menu. Once you select to “Bill Pay”, you will then see a list of your payees. Select the payee you wish to pay, enter the amount you want to pay, and the date you want to make the payment. Once you select continue, you will see a summary page. If all the information is correct, select “Make Payment.” The payment now has been scheduled. You will be presented with a confirmation page that will contain your confirmation number.

 

Can significant others access a joint account from two different mobile phones?

The other person may set up their own phone using their own personal internet banking account; if they have access to a particular account from within their internet banking setup, they will also be able to see that account within mobile banking.

Support

What should I do if I am locked out of the My Bank Mobile app?

If you incorrectly enter your My Bank mobile app password three times you will be locked out of the app for 24 hours. After 24 hours you will be able to attempt to login again. Forgot your password? You can reset your password by selecting the "reset it yourself" link located under the password box when logging into your Internet Banking account from a computer, or by contacting Customer Service at 1-888-692-2654.

 

Will someone have access to my account if my phone is lost or stolen?

No personal account data (account numbers, etc) is stored on your phone. Additionally, within the mobile banking app, your internet banking username and password are required to access your account balances, etc. With texting enabled, someone with access to your phone would have the ability to send and then receive a text with your account balances and would potentially have the ability to transfer funds* between your accounts. Regardless, we recommend that you always report the loss to your mobile carrier to stop service to your phone and contact First United to report the loss of your phone also.

 

Do I need to notify First United if I lost my mobile phone?

While no personal account data is stored on your phone; and another person using your phone would need to know your internet banking username and password, we still do encourage you to contact us to let us know that you have lost your phone. We can then disable your cell phone from having mobile banking access completely. Once you have a new phone, we can re-enroll you so that you can again have access.

 

Whom do I contact if I need help?

To get help in person, find the First United location near you. To get help by phone, call 1-888-692-2654. We are available 8:00 AM to 10:00 PM on weekdays and 8:30 AM to 4:00 PM on Saturday.

* Transfers and withdrawals from a My Money Market and/or My Prime Saver account to another account or to third parties by preauthorized, automatic, telephone, computer transfers, check, draft, or similar order to third parties is limited to only six (6) per month or statement cycle.

Mobile Deposit Capture FAQ

What is My Bank Mobile Deposits?

With My Bank First United Mobile Deposits, you can deposit paper checks into eligible accounts using the My Bank Mobile Deposits App on supported Android™ or iPhone® mobile devices.

 

How do I change my password?

Near the bottom of your app, under the Deposit and Review main buttons, there is a small "Powered by Miteksystems" icon and a small informational icon. Click that icon and on the following screen you will have a "Change Password" option available to you.

 

Any charges for this service?

Yes, after your first 3 checks in your monthly statement cycle.

During each statement cycle (roughly the 30 day period between your statements) you will be able to make three (3) mobile deposits free of charge. Each deposit thereafter, for that statement cycle, will only cost $0.99 cents and will be billed at the end of your statement cycle.

Message and data rates may also apply; contact your cellular provider for information on your mobile contract.

 

Who is eligible?

Currently, First United customers are eligible to use My Bank First United Mobile Deposits if:

  • They are designated as an authorized signer or owner of the eligible account(s)
  • The eligible account(s) have been established at the bank for at least 30 days and
  • The eligible account(s) are considered in good standing by the Bank, which means:
  • You demonstrate responsible account management, such as making regular deposits to bring your account to a positive balance and
  • You have no legal orders, levies or liens against your account
  • The Bank reserves the right to change the eligibility requirements from time to time.


How do I enroll?

If eligible, you can apply for My Bank First United Mobile Deposits online or at your local First United branch or by contacting our Customer Care Center at 1-888-692-2654.

After you are enrolled by your branch or the Customer Care Center, you will need to download the most current version of the My Bank Mobile Deposits App onto your mobile device.

 

What mobile device do I need?

The My Bank Mobile Deposits App is available for download on:

  • iPhone’s® with iOS 5.1.1 or higher
  • Android™ mobile devices with Android 2.2, 2.3, 4.0 or higher
  • Some devices may not be capable of running the app; we recommend that you download the app prior to signing up to see that you can install and launch the app successfully.


How do I download the app?

You can download the app by visiting the app store for your mobile device. Simply search for "My Bank Mobile Deposits."

Please note, First United also has a "My Bank First United Mobile" App for general mobile banking functions. You will need to make sure you have downloaded the My Bank Mobile Deposits App in order to use My Bank First United Mobile Deposits.

 

What type of checks can I deposit?

You may deposit the following types of checks using the My Bank Mobile Deposits App:

  • Personal checks payable to you
  • Business checks payable to the business entity or account owner
  • Checks drawn on a United States Bank that are payable in US currency
  • Are there checks I cannot deposit?

You should not submit the following types of checks using the My Bank Mobile Deposits App:

  • Checks payable to any person or entity other than you
  • Checks payable jointly, unless deposited into an account in the name of all payees
  • Checks containing obvious alteration, or which you know or suspect are fraudulent Foreign checks (non-US Checks)
  • Checks dated more than six (6) months prior to the date of deposit
  • Federal government checks (Checks issued by the US Treasury Department)
  • The Bank reserves the right to reject any check transmitted through the service at its' discretion and is not responsible for checks we do not receive.


Are there limits on deposits made?

There is no set limit to the number of deposits nor the amount you can deposit. However, First United retains the right to apply limits, change, suspend or discontinue the service, in whole or in part at any time.

 

How do I deposit a check?

To deposit a check using My Bank Mobile Deposits:

  • Open the My Bank Mobile Deposits App.
  • Enter your username and password and login.
  • Select "Deposit" from the main menu.
  • On the deposit screen:
  • Enter the amount of the check you are going to deposit.
  • Under "Deposit into," select the account into which you would like the check deposited to (the drop down box is at the bottom of the Amount entry screen, if you have more than 1 account on file)
  • Endorse your check with "For Deposit Only"
  • Take a photo of the front and back of the check.
  • Submit your deposit.
  • You will receive an "Upload Successful" message which confirms you have successfully transmitted the deposit information to First United. See "When will my mobile check deposit funds be available?" for information regarding the funds availability of your deposits.


Image quality error? Help!

I received an image quality error message after taking photos of the front and back of my check. What should I do?

You will be required to re-take the photos of the front and back of your check in order to submit your deposit.

We recommend you review the tips for taking high quality photos in the "Help" section of the My Bank Mobile Deposits App before using the app to make a deposit. Tips include:

  • Ensure good lighting
  • Use a dark background behind the check
  • Make sure only the check is visible in the frame
  • Make sure the entire check is in the frame
  • Make sure the image is focused and not fuzzy
  • Flatten folded or wrinkled checks before taking photos.
  • If you continue to experience problems, please visit your local First United branch to make the deposit in person.


Review my check deposits?

You will be able to review checks you have deposited using the app within the last 30 days.

  • Open the My Bank Mobile Deposits App.
  • Enter your username and password and login to the App.
  • Select "Review" from the main menu to see a list of deposits you have made using the App.
  • You may view additional deposit information, such as the account you selected for deposit, by selecting an individual deposit from the list.


When will my mobile check deposit funds be available?

Funds are generally available the next business day after the date of your deposit, provided no hold is placed and the deposit is not rejected. The date of your deposit is determined by when you make your mobile check deposit:

  • If you successfully upload a deposit to First United before 5:00 PM Eastern Standard Time (EST) on a business day we are open, we will consider that day to be the date of your deposit.
  • If you successfully upload a deposit to First United after 5:00 PM EST or on a business day we are not open, we will consider the next business day we are open to be the date of your deposit.
  • Your funds will not display in internet banking until they are available.


My check was rejected. Why?

There are several reasons we may reject a check. Typical reasons that a check may be rejected include the following:

  • Your check did not meet the requirements outlined above in FAQ, "What type of checks can I deposit?"
  • Your check was previously deposited.
  • The image quality was poor.
  • You will be notified by First United if your deposit is rejected via email or phone. You will have to deposit the original paper check at your local First United branch or at a deposit accepting First United ATM.


What should I do with my check?

You should keep the check for at least 30 calendar days. After 30 days, as long as the check was successfully deposited into your account, void or destroy the check so it cannot be presented for deposit again.

Deposit to the wrong account.

If you accidentally deposited your check into the wrong account in your account list, once the deposit becomes available, you may transfer the funds using Internet banking, Mobile Banking, Text Banking, or in person at your local First United branch.

App closed when making a deposit

If the app stops working, you may have too many apps open and running at the same time. We recommend you completely close all open apps before making a deposit if you are experiencing difficulties.

 

Forgot my username/password?

Please contact the Customer Care Center at 1-888-692-2654.

 

Locked out of the app?

If you incorrectly enter your password 10 times you will be locked out of your Mobile Deposits account. Contact Customer Service at 1-888-692-2654 to have your account unlocked; this request may take up to 48 hours to process.

Phone was Lost or Stolen

While another person using your phone would need to know your My Bank Mobile Deposits username and password to access your deposit information, we encourage you to contact us to let us know that you have lost your phone. We can then disable your cell phone from having My Bank First United Mobile Deposit access. Once you have a new phone, we can re-enroll you so that you can again have access.

 

* Please see the First United’s Fund Availability Policy within the My Bank Mobile Deposit User Agreement

Account eligibility requirements apply. Check with your wireless carrier for details regarding your specific wireless plan and any data usage charges that may apply. Also, a supported mobile device is needed to use the Mobile Deposit App. Use of the Mobile Deposit feature requires a supported camera-equipped device and you must download the First United Mobile Deposit app. Must have an eligible First United Bank account. Certain other restrictions apply. See the First United Mobile Deposit Service Agreement.

Have a question? Need help? Get in touch with First United today.

ding!!

NOTICE

Some customers have reported receiving text message alerts, stating that their debit card has been "blocked" and that they need to reply to the text message with their full debit card number. This is a phishing attempt and you should never enter your card information or any other private personal information into a text message or email.

Please know that First United will never ask you for confidential or private information through text, email or social media channels. If you are ever unsure about a communication from the Bank, please contact our Customer Care Center directly at 1-888-692-2654.

×