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Mobile Banking FAQs

Mobile Banking allows anyone with a home banking online account to access their eligible accounts from a cell phone or mobile device.  You can check account balances and review recent account activity 24 hours a day, 7 days a week.  Mobile Banking provides three ways to access your accounts.

  • Receive SMS (Short Message Service) text service and alerts on your mobile phone.
  • Use WAP (Wireless Application Protocol) on your mobile browser.
  • Download an APP (Application).

What kind of mobile phone is required for this service?

To use Mobile Banking SMS Service & Alert Service, the mobile phone must be capable of sending and receiving text messages. Please note that some mobile phone carriers may charge additional fees for each message sent and received.  Members can contact their mobile carrier for further details. For WAP service, the mobile phone must support web browsing functionality.

*Android KitKat OS will be discontinuing support on January 1, 2018.

Do members need a special phone to use Mobile Banking?

Most mobile phones are capable of sending and receiving text messages, so most phones are compatible with Mobile Banking.  For members to use the WAP Service, the phone must have an Internet browser, and may require a data services plan. 

If you have questions about the capabilities of their mobile phone, please contact your mobile provider for more information.

Do I need to log into NetTeller to download the FRB FCU Mobile Banking APP? 
No, you can navigate to your APP store and download the FRB FCU Mobile Banking App.  You will need your NetTeller ID and password.         

Is the traffic between our credit union and the mobile application encrypted?
Yes
Is data allowed to be stored on the mobile device?
No

Can Mobile Banking be used overseas?

You must be using a US carrier and have a US phone number. As long as you have a roaming agreement that allows coverage in that country and their plan allows the user to send and receive text messages overseas, they will be able to text the normal short code and access services.

Is Mobile Banking secure for me?

We are very concerned with the safety and privacy of your information and are committed to protecting their information.  No Identifiable Information will be returned:  The mobile banking keyword text message does not return any personal information, such as an account number, PIN, email or personal address.  Their User ID and password will never be included or asked for in any of the text message that they receive from or send to your credit union.

Are there fees to use Mobile Banking?

There are no fees to use or access Mobile Banking.  However, you may contact your mobile provider for information about fees associated with sending or receiving text messages or accessing the Internet from your mobile phone.

What does it mean when you see “standard messaging charges may apply”?

Every mobile carrier has a different rate plan for text messaging and data service access. You may be charged per use, or pay a flat rate for unlimited usage each month. You may also have different fees for text messaging and data services access.

*Please contact their mobile carrier directly if you aren’t sure what fees you may be charged to use Mobile Banking.

What accounts are eligible for Mobile Banking?

All accounts that are accessible through online banking are eligible for use with Mobile Banking.  You may choose which accounts to use with Mobile Banking when registering your mobile phone through NetTeller.

Do I have to choose between SMS messaging and WAP?

During the registration process you may choose any or all of the Mobile Banking options available for your mobile phone.

What is the difference between e-Alert Service and SMS Service?

E-Alert Service sends automatic notices, set up by you using NetTeller to your mobile device containing information about their registered account(s).  You define which alerts you want to see and when they want to be notified.

SMS Service allows members to request account balance and history information on selected accounts at any time from your mobile device.  The information will be returned directly to your mobile device.

  • If you have registered your phone to receive Alert text messages, you must also enroll in the SMS Services.

Can I add more than one mobile phone?

Additional mobile phones may be added for use with Mobile Banking by accessing the My Phone tab on the Mobile Banking main menu and clicking Add New Device.

What are account nicknames?

Account nicknames are abbreviated account names that protect your account information and are requested for each account.  You can create your own unique account nickname or use the default nicknames shown in the Mobile Banking Nickname column.  This can be found on the My Accounts Tab with in NetTeller. Members mobile account nicknames will not replace the account names or nicknames defined in NetTeller.  These nicknames will be used in the SMS channel:  example hist ck = checking members will receive a text message with the history of their checking account.

How do I de-register my mobile phone from Mobile Banking?

To stop using your mobile phone with Mobile Banking,  you will access the Mobile Phone tab on the NetTeller  Mobile Banking main menu and select “Stop using this phone for Mobile from the I want to list for the mobile device.  Confirm by clicking yes.

What if I change my mobile phone number or my mobile device?

If you have a new phone or Tablet or is changing your phone number, we recommend you completely de-register the phone and re-register as a new device.

What if my mobile phone is lost or stolen?

The credit union will never send full account numbers or other personal information via Mobile Banking. If the member’s mobile phone is lost or stolen, no one can access their account without knowing the unique password or user name and password.  In the unfortunate event your mobile phone is lost or stolen; you should report it immediately to your mobile carrier.  Then immediately log on to NetTeller Mobile Banking from their computer and delete the mobile phone number from the Mobile Banking main menu.  You can also, contact the Credit Union support number 202-452-2800 or 314-444-8904 to request to  delete your mobile phone from the NetTeller Mobile Banking service.

How do I change my Mobile Banking account settings?

Mobile Banking account settings can be changed from your personal computer on the NetTeller Mobile Banking main menu. You can add or remove accounts, change account nicknames, and update your mobile phone number.

Can I pay bills through Mobile Banking? 

Currently, Bill Payment functionality is not available through Mobile Banking. We may have it in the future.

Do I have to agree to the Terms and Conditions to participate in Mobile Banking?

Yes, to use Mobile Banking, you must read and accept the legal terms and conditions. If you have any questions about the terms and conditions, please contact the credit union at 202-452-2800 or 314-444-8904.

Mobile Deposit

Please read FRB Federal Credit Union Mobile Deposit Terms and Conditions.

I do not see Mobile Deposit when I log in Mobile Banking. How can you use it?

Mobile Deposit is separate service in Mobile Banking. You can log into NetTeller, and enroll “Mobile Deposit” from Service tab.
Note:  This feature is available via the downloadable app. channel only–and only on the iPhone or Android device.

Alerts FAQs

What are the Alerts on Mobile Banking?

Alert Service allows anyone with an online account to receive information about account balances and transactions.  With Mobile Banking you set up an alert (e-alerts) in NetTeller to notify you when a select activity occurs on your account(s). You can choose to have alerts sent to their mobile phone.

Is it possible to only receive SMS alerts and not email?

Yes, you can uncheck Email alerts with in NetTeller and leave the SMS option checked.

Do e-Alerts threshold amounts have to be set as whole dollar amounts?

No, e-Alerts can be set up for .50 cents or .99 cents etc. The system will see the amount as entered.

The e-Alerts (both Email and SMS) don’t arrive in real time, but within a few hours of the posted transaction. Is this normal?

Yes, this is a normal, the job is ran on your core system every 2 to 3 hours from 6:30 am to 10:30 pm Eastern Time.

How do I stop receiving alerts?
To stop receiving alerts on mobile phones, the member will access the Mobile Phone tab from the NetTeller Mobile Banking main menu and deselect the SMS/text alerts check box for the mobile device for which you no longer wish to receive alerts. Or use the short code text “STOP” to short code (59289).

SMS FAQs

What is SMS service?

SMS service allows you with an online banking account to access their eligible accounts from a mobile phone via SMS text messaging. You can:

  • Check their account balance.
  • Request a list of their most recent account activity.
  • Receive online Credit Union alerts.

What do members need to use SMS Service?

To access SMS service, members must:

  • Have access your account through NetTeller.
  • Have an activated mobile phone that supports SMS text messaging.
  • Register with NetTeller Mobile Banking and have at least one activated mobile phone.

Why is the Mobile Banking text message coming from (59289)?

The number you send text messages to may seem like a phone number, but it’s actually called a short code. Text messages can be sent and received from these short codes in addition to traditional mobile phone numbers.

  • “Short Code number” = (59289) is the short code from which you receive all mobile text messages.  To make it easier to recognize messages from your Credit Union you can add this “short code” to the contact list in their phone as “Credit Union” or whatever they may choose.

Where do I send their text messages?

You would send a text message containing one of the Mobile Banking keywords to “Short Code” 59289

What are SMS messaging keywords and how do members use them?

SMS keywords are used to request account information, after you have signed up for Mobile Banking.  Each of these keywords will request an SMS text message with the information shown below:

  • Balance
    BAL/BALANCE/BALANCES/B – Request the balances of all checking and savings accounts.
  • Transaction History: 
    STMT/TRAN/HIST nickname – Request the most recent posted transactions of the account with this nickname.

Note:
The correct format for the transaction history keywords is “STMT (account) nickname”
For example “STMT sav1” will request the transaction history of your account named “sav1”

If you do not supply an account nickname you will receive an SMS message explaining that an account nickname is needed when using the transaction history keyword.                    

  • NEXT or MORE – If any of the above responses concludes with “Replay NEXT or MORE. Simply text “NEXT” or “MORE” (short code) to receive the remainder of the message “
  • Help: HELP/HLP – Requests a list of mobile keywords and support information.
  • Stop: STOP/END/QUIT/CANCEL/UNSUBSCRIBE – Will unsubscribe the mobile phone from receiving Alert message.

When texting “BAL” followed by a nickname, all accounts balances appear rather than just the account requested.  Why did this happen?

The “BAL” text message always shows all account balances. Nicknames are not used with the “BAL” text message; they are used with the “HIST” requests.

What should be done if no response is received from a keyword sent?

Confirm a new text message or a reply to a recent text message from the correct “short code”.   Verify that the correct spelling of the keyword is being used, and if an account is specified for an account, that the correct account nickname is used.

How current is the account and transaction information that is received when using Mobile Banking?

You will receive your current available balance using any of the balance keywords. The transaction history keywords will send the most recent posted transaction for the requested account.

 

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