FREQUENTLY ASKED QUESTIONS
Q. What type of phone must I have to use mobile banking?
A. The Evolve mobile solution is phone device agnostic. It works with any web-enabled mobile phone device whose network allows secure SSL traffic.
Q. What functions can I perform from my mobile device?
A. Provided that your financial institution has given you access, you can: • View transaction history • View account balances • Transfer funds between accounts • Pay bills to existing payees • View locations/ATMs •View alerts
Q. What if I no longer want to be a mobile user?
A. Log in to your financial institution's online banking site and select Options > Mobile Settings. Then deselect Activate Mobile Banking Access and click Agree.
Q. What happens if I lose my mobile device?
A. Since your account data is not stored on your mobile device, your information cannot be stolen. When you replace your device, simply edit your Mobile Settings in eTeller and make any changes to the Wireless Provider and/or Phone Number.
Q. Why can't I add a new Bill Payment payee?
A. Bill Payment functionality is limited to sending payments to already established payees. To add a new payee, log in to the online banking site, select Bill Payment, and add a new payee. You can then submit payments to that payee via your mobile device.
Q. What happens if I lose communication/signal during a transaction?
A. When you complete a transaction from your mobile device (bill payment, funds transfer, etc.) you receive a text messaged as confirmation that the transaction was successful. If you do not receive this message I, or did you not select text alerts during enrollment, check your accounts and re-submit any transactions that did not process.
Q. What do I need to do if I get a new phone?
A. If you simply get a new phone but keep the same phone number and provider, no changes on your part are necessary. If you switch providers and/or phone numbers, log in to traditional eTeller and update your information on the Options > Mobile Settings page. You will not receive text messages regarding Mobile Banking transactions if your phone number and carrier are not correct.
Q. Can I use any mobile device to access my accounts?
A. Yes. You can access your accounts via any mobile device that is web-enabled and allows secure SSL traffic. The only difference is that text messages are sent to the phone number entered when enrolling for mobile banking, not necessarily the device from which you perform a transaction.
Q. How do I delete a bill payment that I set up through my mobile device?
A. You must log in to traditional eTeller ID and delete the payment from the main menu of the Bill Pay module.
Q. When I try to enter an amount for a bill payment or transfer, I can't enter any numbers, only letters. Why?
A. Check your phone's settings to make sure you don't have alpha-only enabled on the keypad.
Q. What if I can't get my mobile device to work with goDough Mobile Banking?
A. To use mobile banking, your phone must meet the following minimum requirements. 1. Your mobile device must be web enabled 2. Your mobile network must allow secure SSL traffic. You may need to contact your mobile provider to determine this.
Q. Is there a fee for mobile banking services?
A. Evolve Bank & Trust does not charge for the service. However, there may be charges associated with text messaging and data usage on your mobile device. Check with your wireless carrier for more information.
Q. Which wireless carriers are supported?
A. We support all the popular U.S. wireless phone carriers, including AT&T, Sprint, T-Mobile, and Verizon. If your carrier is not listed when you enroll, select 'Other' and try the Mobile Web option, or check back later, as new carriers will be added over time.
Q. Do I need a text message or data plan with my wireless carrier?
A. Yes, a text messaging and/or data plan is typically needed, as data usage can become expensive even with plans if you exceed the limit provided by the plan. Please check with your wireless carrier for more information
Q. I am not enrolled for Banking Online. Can I still use this?
A. Mobile Banking is only offered to our eTeller users. You can enroll your account(s) in eTeller Online Banking by clicking here. Once you have accepted the terms and conditions, established user name and password, and complete enrollment you may enroll for Mobile Banking.
Q. Who can I contact if I have questions?
A. If you need help setting up your Mobile Banking or have questions about how to use it, please contact us at 866-395-2754.
Q. What is Mobile Banking?
A. Mobile Banking gives you access to your accounts from your mobile web browser, a downloadable mobile banking application or SMS/text depending on your preference and your mobile device capabilities. All options allow you to: view account balances, search recent account activity, transfer funds between eligible accounts, and find nearest ATM or branch locations.
Q. How do I access Mobile Banking on my device's browser?
A. Once you have enrolled for Banking Online, you can access Mobile Banking via your mobile phone's web browser at airteller link here.