Mobile Banking FAQs

1. What is Mobile Banking?

   Mobile Banking gives the ability to access account information using 2 different options depending on your preference and the capabilities of your mobile device:

   1. Via the browser on your mobile device
   2. Via the Mobile downloadable application (APP) for the iPhone and Android

2. What if I forget the answer to my security question?

   If you forget the answers to your security questions visit the service center from your desktop or mobile device to update or contact our Customer Care Department at 888-307-5887.

3. How much does this service cost?

   bankHometown Mobile Banking is Free, however, there may be charges associated with data usage on your mobile device. Check with your wireless device carrier for more information.

4. What are some tips to keep my Mobile Banking experience safe?

   Here are some tips and general good practices for banking on your mobile device:

   • Download and apply security updates and patches to your mobile browser when they are made available by your wireless provider. These are designed to provide you with protection from known possible security problems
   • To prevent viruses or other unwanted problems, do not open attachments from unknown or untrustworthy sources
   • Do not install pirated software or software from unknown sources
   • Limit unauthorized access to your mobile device. Do not leave your mobile device unattended during an open Mobile Banking session
   • Always remember to log off properly using the "Log Out" button when you have completed your Mobile Banking activities
   • Be aware of the potential for fraudulent Mobile Banking apps
   • Avoid using automatic login features that save your password
   • Change your password periodically

5. Why am I being asked to answer my challenge questions on my device?

   Fraud detection is incorporated in the app. If fraud or abnormal activity is detected you will be required to answer questions from public databases and/or receive a secure code to the phone number associated with your online banking to proceed. This is known as Out of Band authentication. Additionally, for added protection, there may be cases where Mobile Banking will request you answer a security question again even though you selected to remember this device. This is for added protection in the case where other security policies trigger the system to request you answer the questions again. If you need assistance please contact our Customer Care Department at 888-307-5887.

6. What happens if I get a new mobile device?

   If you get a new device, for security purposes first delete the app from your old device then simply download the bankhometown Mobile app on your new device.

7. Is it secure?

   Yes, the Mobile Banking service utilizes best practices from Online Banking, such as HTTPS, 256-bit SSL encryption, registration authentication questions, access with a User ID and Password, security authentication questions, and application time-out when your mobile device is not in use. Only the mobile devices that you personally enroll in the Mobile Banking service can access your accounts. In addition, no account data is ever stored on your mobile device. In the event your mobile device is lost or stolen, the service can be immediately disabled by contacting our Customer Care Department at 888-307-5887.

8. Which wireless carriers are supported?

   We support all the popular U.S. wireless device carriers, including Alltel, AT&T, Sprint, T-Mobile, U.S. Cellular, Verizon and Virgin Mobile.

9. Do I need a data plan with my wireless carrier?

   A data plan is highly recommended, as data usage can become expensive without one. If you do not have a data plan, please check with your wireless carrier for more information regarding these services. Please note that you are responsible for any charges incurred from your wireless provider.

10. Do I need to have Online Banking to use Mobile Banking?

    Yes, you do need to be an Online Banking customer to take advantage of the Mobile Banking services. You can sign up for online banking.

11. How do I change my bankHometown Mobile Password, User ID or Challenge Questions?

    Once you are signed into your mobile device, use the slide out menu located on the top right to access the menu.

    1. Select the Mobile Services option.
    2. Select My Profile.
    3. Select the option you would like to change.

12. I'm enrolled for Online Banking. Can I use my Online Banking login credentials for Mobile Banking?

    If you are already enrolled in bankHometown Online Banking, you may log into the bankHometown Mobile app with your bankHometown Online User ID and Password.

13. What if I forget my password?

    On your Mobile Sign In screen select Forgot Your Password.

    1. Verify your identity by answering the authentication questions.
    2. Create a new password.

14. How do I optimize my mobile browser experience?

    For optimal experience with the bankHometown Mobile Service you may want to

    1. (If you are not an Apple or Android user) take advantage of the bankHometown Browser which is a site that will optimize for your mobile browser.
    2. Ensure your mobile device 's browser allows https:// access and has cookies and java script enabled
    3. Bookmark our Mobile Banking site.

15. I lost communication/signal during a transaction?

    If you do not receive a confirmation message due to a lost signal, you may verify a transaction by logging back into Mobile Banking. If you need assistance please contact our Customer Care Department at 888-307-5887.

16. Can I use Mobile Banking at any time?

    Yes, Mobile Banking is available 24/7.

17. How do I install the downloadable application?

    1. First, register for bankHometown Online Banking if you haven't already done so.
    2. Then visit the iPhone or Android app store to download the app and begin the registration process.

18. Is Mobile Banking supported on my mobile device?

    Mobile Banking is supported on all devices with a mobile web browser that supports cookies. In addition, the downloadable application is supported on most iPhone and Android devices.

19. How do I securely leave my Mobile Banking browser session?

    Select the Log Out icon in the slide out menu in the upper right hand corner to sign out of Mobile Banking and then close your browser or app.

20. Can someone intercept my Mobile Banking transactions?

    The 256-bit SSL encryption protects your information as it travels from your mobile device to bankHometown. The 256-bit SSL encryption technology is the same encryption that safeguards Internet traffic for secure web applications.

21. What if I forget my User ID?

    If you forget your User ID contact our Customer Care Department at 888-307-5887.