Mobile Banking FAQs

What is Mobile Web Banking?

A service that enables you to access your account information, conduct transfers, and pay and manage your bill payments from any mobile device that has Web browsing capabilities and active data plan.

What does Mobile Web Banking cost?

Mobile Web Banking from Liberty Bay Credit Union is FREE, but you are required to subscribe to a data plan through your wireless provider. You should check with your wireless provider if you aren’t sure whether additional fees might apply.

Is Mobile Web Banking currently available to all users?

Mobile Web Banking is available to all users that own mobile devices with Web browsing capabilities and that subscribe to a data plan through their wireless carrier.

Will Mobile Web Banking work on my mobile phone?

Mobile Web Banking will work on any mobile device with Web browsing capabilities and an active data plan through a wireless carrier.

Which mobile service providers support this service?

The service works on all major mobile providers in the U.S., including but not limited to:

  • Alltel
  • AT&T
  • Cellular One (Dobson)
  • Nextel
  • Sprint
  • T-Mobile
  • US Cellular
  • Verizon Wireless
  • Virgin Mobile

How does Mobile Web Banking work?

From a mobile device with Web browsing capabilities and an active data plan, all you have to do is open a browser and enter Liberty Bay Credit Union’s URL (e.g. www.libertybaycu.org) to access the Liberty Bay Credit Union mobile banking home page.

Enter your user ID and password – the same you use for Internet Banking – and select the Log In button. No separate or different registration is required. Answer any additional security questions (if needed) then select the Continue button to access Mobile Web Banking. Once logged in, you can:

  • Access Your Accounts – the Mobile Web Banking experience is virtually the same as online banking, although on a smaller screen.
  • Pay Bills – you must first register and set up your payees / billers on a PC before utilizing bill payment through mobile banking.
  • Make Transfers – you must have more than one account on Internet Banking for this functionality to be available on mobile banking.

What other options are available on the log in page?

If available, you will see links that provide branch and ATM locations, current interest rates (Deposits, CDs and Loans), as well as how to contact Liberty Bay Credit Union customer service.

How many transactions can I see on my phone at a time?

When you select an account name link on the Accounts tab, up to 15 transactions display for the last 10 days – use the vertical scroll bar to see all of your transactions. If more than 15 transactions occurred during that time period, select the More history button to view the rest of your transactions.

Can I see transactions for a different time period?

Yes, just use the Change Date Range 'to' and 'from' fields entering the date as mmddyyyy with no punctuation, then select the Go button to get the transactions.

Can I change accounts on the Transaction History page?

Yes, just locate the dropdown field below the Change Date Range fields, then select another account from the list. The display will refresh to show recent transactions for the new account.

Where can I locate the transaction details?

Within the Transaction History page, just click the payee name (e.g., Target) to see the transaction details, including: Date, Amount, Type of Transaction, Reference #, Store name and ID.

What different kinds of funds transfers are available?

On the transfer tab you can enter an immediate transfer between your accounts using the Transfer Now feature. Or to schedule a future transfer, use the Schedule Transfer link.

Can I see scheduled transfers on my phone?

Yes, just select the View Scheduled Transfers link on the Transfer tab to see up to 10 transfers scheduled over the next 30 days. If you have more than 10 transfers scheduled, just select the View More button.

Can I change or remove a scheduled transfer?

Yes you can do both. On the Schedule Transfer page scroll down and use the Edit Scheduled Transfer link to change the Amount, From Account, To Account or Date for any future dated one-time transfer. Or you can use the Delete Scheduled Transfer link to remove a future dated one-time transfer.

Why can't I access the Bill Pay tab?

The Bill Pay tab is only enabled for users that have signed up for Bill Pay within the online banking application on a personal computer and have set up one or more payees (people or companies you want to pay). When you are ready to make payments on your phone, selecting the Bill Pay tab will open the Make a Payment page.

Can I register for Bill Pay on my phone?

Sorry, not at this time. You have to access online banking using a personal computer, find the Bill Pay button and enroll there. Chances are, you automatically registered for Bill Pay when you signed up for online banking. If so, all you need to do is set up one or more payees (people or companies you want to pay) to get started.

How do I make a payment using my phone?

Select the Bill Pay tab and review the Pay from account (to change it, select another account from the dropdown field and select the Change button). Then select a payee name link from the list and enter the Amount of the payment and the date to send / deliver the payment (as mmddyyyy) then select the Pay button. A confirmation message is then displayed, select OK (or Submit) to continue.

Can I see pending payments?

Yes, just select the Pending Payments link on the Make a Payment page to see up to 10 pending payments closest to today's date. Use the vertical scroll bar to view all 10 payments or select the View More button to see additional payments.

Can I remove a pending payment?

Yes, on the Pending Payments page scroll to the payment you want to remove and select the Cancel link. Then confirm that you want to delete the payment.

Can I change a pending payment?

Yes, on the Pending Payments page scroll to the payment you want to change and select the Details link. On the Payment Details page select the Edit button. Then change the amount, payment date, pay from account or payment category as needed and save your changes.

Can I see completed payments on my phone?

Yes, just select the Payment History button on the Make a Payment page. You will see the most recent 10 payments that have been made. Use the More History button to see additional payments, a maximum of 90 days in the past. The details provided include the payee name, payment date, amount and "From' account.

How do I log out?

When you're ready to log out, just select the Log Out button at the top right of the page to exit Mobile Web Banking and return to the Login screen.

Are my challenge question answers case sensitive?

No, your challenge answers are not case sensitive (e.g., Pine is the same as pine). However, they must be in the same format that was originally used (e.g. 1/2/10 is not the same as 01/02/2010 or Jan 2, 2010). Try to select answers that only you know and ones that you should be able to remember.

Is a password needed for Mobile Web Banking?

Yes. From your mobile device, all you need to do is login to Mobile Web Banking the same as you would Internet Banking, using the same log-in information you do for Internet Banking. No separate Mobile Web Banking sign-up is required.

I have disconnected my mobile phone. Will my service continue to work?

For Mobile Web Banking to work, you must have a mobile device with Web browsing capabilities and active data plan through a wireless carrier.

I have a new mobile device and phone number. Will Mobile Web Banking work on it?

Yes. You can access Mobile Web Banking from any of your mobile devices, as long as the mobile device has Web browsing capabilities and active data plan through a wireless carrier.

Is it safe to bank using the Mobile Web Banking service?

Yes. To protect your privacy, you are required to authenticate yourself, using the same information from Internet Banking, on each individual mobile device. And all communication between your mobile device, wireless provider and the mobile banking server are encrypted. In addition, your passwords, answers to challenge questions and account information are never stored by the mobile device or in the Mobile Web Banking application.

Is help available through my mobile device?

For help regarding Liberty Bay Credit Union ’s Mobile Web Banking product, contact Liberty Bay Credit Union Customer Service by phone at (617) 439-6500 or (800) 638-8526. For help regarding your mobile device and/or wireless Internet connectivity, contact your wireless provider.

What does the 'Remember this phone' checkbox do?

Selecting the Remember this phone checkbox activates extra security for your phone so you don’t have to enter the security challenge questions when accessing Mobile Web Banking using that phone. You also have the option to Remove extra security from this phone, if needed, when you get inside Mobile Web Banking.

My session timed out pretty quickly, can I change the timeout value?

Five minutes is the only timeout option. For your security and protection, when there has been no account activity for five minutes, the session times out and displays the Mobile Web Banking log in page with a Session Expired message.

How secure is Text Message Banking?

Our Text Message Banking service is secure and enrollment is completed behind the login of Internet Banking. Text messages will never contain confidential information about you or your accounts, and will never contain full account numbers.

Will I be charged for Text Message Banking?

We won’t charge you, but standard carrier fees for text messaging may apply. Please check with your mobile phone carrier if you have questions about any text message rates that may apply.

Will Text Message Banking work on my phone?

Yes, as long as you have text messaging enabled with your mobile carrier it will work on your cellphone. Please check with your mobile carrier if you are unsure.

Which carriers do you support?

Our Text Message Banking service works on all major mobile providers in the U.S. The following lists some, but not all, of the carriers that support this service:

  • AT&T
  • Alltel
  • Cellular One Dobson
  • Nextel
  • Sprint
  • T-Mobile
  • Unicel
  • US Cellular
  • Verizon Wireless
  • nTelos

How do I deactivate the Text Message Banking service?

You can text STOP to us on your activated cellphone, or you can return to the mobile banking page and click the Deactivate link next to your mobile device number. Your phone will no longer receive any text messages from us via Text Message Banking. You can add a new mobile phone at any time if you change your mind later.

Why do I need to verify my phone?

Verifying your phone is a one-ime step and is one way we ensure the security of mobile text messaging.

Where do I find my activation code?

During setup we will send you a text message with your activation code. If you have already submitted your mobile number during setup, please check your mobile device now. You should receive a text message with your activation code within a few minutes.

Can I come back later to enter my activation code?

Yes you can. If you experience difficulties, we recommend that you go through the setup process again to obtain a new code.

I still have not received my code, what do I do?

It might take several minutes to receive your code. If you feel you have waited long enough, you can click the Resend it link. Please check your mobile device shortly for a new text message. If you are still experiencing problems, be sure you entered in the correct mobile number during setup.

What is a primary text banking account?

Your primary account is the default account that we will use when you text BAL to us with the short code. You should select the one you will likely want to check most often. You can get all account balances by texting BAL ALL to the short code. The primary account is also the account that funds can be transferred into when you use the TRANS (transfer) function.

Can I get the balances of my other accounts?

Yes. When you text "BAL ALL" to the short code, we will reply with a message containing the balances of all your checking, savings and any other accounts.

Can I change the primary account selection later?

Yes. Simply return to the mobile banking page and select another account from the primary text banking account drop-down list.

What commands or keywords can be used?

Use any of the following commands/keywords:

  • BAL = Primary account balance
  • BAL ALL = All account balances
  • BAL CHK = Checking account balances
  • BAL SAV = Savings account balances
  • LAST = Last five transactions
  • TRANS $$$ = Transfer specified fund amount to primary account
  • STOP = Deactivate service
  • HELP = Help on keywords

Are keywords case sensitive?

No, keywords are not case sensitive. For example, you can type “help” or “HELP.”

What is the number I should use to send the keywords?

The short code is [insert FI short code]. This short code will only work if you have activated the Text Message Banking Service.

How long does it take to get a text message?

You'll receive a text message response within a minute. Exact timing will depend on your mobile service carrier.

Is there any password needed for Text Message Banking?

You do not need a password to access your account information via text message.

I have a new mobile phone number. Can I change or add my number online?

Yes. You first need to deactivate your previous cellphone number within the mobile banking page, or text STOP to us. Then click Activate on the mobile banking page and set up the new cellphone number.

Is it possible to stop the weekly account balance notifications?

Yes. Just go to the mobile banking page and click the weekly account balance notifications check box to deselect it, and then save your changes.

Can I get a text alert when my primary account balance falls below a certain amount?

Yes. First, go to the mobile banking page, select the low balance alert checkbox and select a dollar amount from the drop-down field (e.g., $200). Thereafter, you will receive a low-balance alert text whenever your primary account balance falls below this specified dollar amount.

Can I transfer funds into my primary account using my mobile phone?

Yes, if you have selected a “transfer source” account on the mobile banking page. Then, for example, texting TRANS 400 to the short code will transfer $400 to your primary account from the transfer source account. You will then receive a confirmation message with updated account balances for both accounts. Please be aware that you can only transfer funds into your primary account.

I share a joint account. Can I set up two mobile phones for the same primary account?

Yes. After you set up the first number, you can select the Activate another phone link on the mobile banking page and then complete the simple two-step process. Data plan not required. Standard text messaging charges apply.