MOBILE BANKING FAQs

 

General Mobile Banking Questions

Text Messaging Service Questions

Mobile Browser Service Questions

Downloadable Application Service Questions

Enrollment

How To Change A Phone Number

How to Deactivate or Stop Using Mobile Banking

 

General Mobile Banking Questions 

Is my personal or financial information stored on my phone?
No. We don't save any files with your personal or financial information on your phone. That information stays strictly within online banking. 

Are there fees to use Mobile Banking?
Hiawatha National Bank does not charge a fee to access or use Mobile Banking however message and data rates may apply. 

Which accounts can I access with Mobile Banking?
You can access any account you've set up in online banking. When you register for Mobile Banking, you can choose which accounts you want to access. 

How current is the account and transaction information?
When you view your account balance, you see the current available balance. When you view transaction history, you see the most recently posted transactions. We don't show any pending transactions.

Can I add more than one mobile phone?
Yes. You can register several mobile phones with Mobile Banking. Each phone enrolled will have access to all accounts for that profile or Access ID.  To add a new phone, log on to online banking, choose options, select Manage Devices, and select Add New Phone.

What if my phone number changes?
If your mobile phone number changes, log on to online banking, choose options, select Manage Devices, and select Change my phone number.

What if my phone is lost or stolen?
If your mobile phone is lost or stolen, no one can access your account without knowing your password. To prevent unauthorized access to your account, you can deactivate your phone.  To deactivate Mobile Banking on your phone, log on to online banking, choose options, select Manage Devices, and select  Stop using this phone for Mobile Banking.

What if I forget my password?
Your password for Online Banking and Mobile Banking are the same. You will need to change your password in Online Banking before you can access Mobile Banking. From a computer, log in to Online Banking and select the “Forgot Your Password?” option. Follow the process to select a new password.

Which phones can I use for Mobile Banking?
We support hundreds of models for these major brands: iPhone, BlackBerry, HTC, LG, Motorola, Nokia, Pantech, Samsung, Sanyo, and Sony Ericsson. We support phones on a number of different operating systems, including (but not limited to) Android, Blackberry, iOS, Symbian, Windows Mobile, Linux, Palm webOS, and Maemo.

Which mobile service carriers support Mobile Money?
Mobile Banking works on all major mobile service carriers in the U.S.: AT&T, Sprint, T Mobile®, U.S. Cellular®, and Verizon Wireless. Mobile Banking also works on a number of the smaller service carriers, including (but not limited to) Boost Mobile, Cricket Wireless, Metro PCS, Pioneer Cellular, Union Wireless, and Virgin Mobile USA.

I have a prepaid plan. Can I use Mobile Banking?
Mobile Banking works with most prepaid plans but we cannot guarantee that your carrier supports standard U.S. short codes. T-Mobile prepaid does not support short codes so you won't be able to use the SMS text message service of Mobile Banking with this plan.

How do I stop using Mobile Banking on my phone?
To stop using Mobile Banking on your phone, log on to online banking, choose options, select Manage Devices, and select Stop using this phone for Mobile Banking.

Can I set up new billers in Mobile Banking?
No. You can initiate payments only to billers you have set up previously in Online Banking.

  

Mobile Banking Text Banking FAQs:

What do I need to use the text messaging service?
To use HNB's Mobile Banking's text messaging service, you must:

  • Have an online banking account with Hiawatha National Bank.
  • Have a mobile phone that supports SMS text messaging and short codes.
  • Register for HNB's Mobile Banking and select the text messaging service.

Why are my Mobile Banking text messages coming from 96924?
Hiawatha National Bank’s registered short code is 96924. You will receive all Mobile Banking text messages from this number. To make it easier to recognize our text messages, add us to your contact list with the short code 96924.

What is a short code?
A short code is a shortened version of a phone number. A short code is generally five or six numbers in length. Five-digit short codes range from 20000 to 99999; six-digit short codes range from 222222 to 899999. You can send and receive text messages from a standard U.S. short code as well as a traditional phone number.

What do you mean when you say "standard messaging charges may apply?"
Every mobile service carrier has a different rate plan for text messaging and data services 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 your mobile carrier directly if you aren’t sure what fees you are charged for text messaging.

What is the difference between the text messaging service and the eAlerts service*?
The text messaging service allows you to request account balances, transaction history, and ATM and branch location information any time from your mobile phone. We send text message responses to your phone.

The eAlerts service sends automatic notices to your mobile phone with information about your accounts. For example, we can send you an alert when your account balance goes below a threshold amount. You choose which alerts you want, and we'll send the alerts based on the time zone selected in your Mobile Banking profile.

If you've registered your phone to receive alerts, you automatically have access to the text messaging service.

How do I stop receiving alerts?
To stop receiving alerts on your phone, text STOP to 96924.

Where do I send my text messages?
Send all text messages to 96924.

What are the text messaging keywords and how do I use them?
Keywords are the text messages you send to request account information or ATM and branch locations.

Are the keywords case-sensitive?
No. Whether you type "BAL" or "bal" we send a response with your account balance information.

What should I do if I don't get a response to a request?
Make sure you're sending text messages to 96924. Check the keyword and any additional information required for the request, such as our identifier, account nickname, or address.

Why are my results sent as multiple messages?
Text messages are limited to a set number of characters, based on the type of phone. Sometimes we can't send all your account information in one message because it exceeds the character limit. In this case, we send your account information in multiple messages—no more than five at a time.

I received my results in multiple messages. Some arrived quickly, but others didn't. Why did it take so much longer for the others to arrive?
If you receive one message, it means we've sent all the response messages to you, and you should receive them shortly. It may take a few minutes to receive them all, depending on your mobile service. If you haven't received all your messages after a few minutes, please let us know. If the problem persists, you may want to contact your mobile service carrier.

I have text messaging enabled on my mobile phone. Why can't I receive Mobile Banking text messages?
Your mobile service carrier may be blocking short codes or you may have blocked short codes in your phone options. You must have short codes enabled to use Mobile Banking. (Short codes are abbreviated phone numbers, usually five digits; we use to send Mobile Banking messages.) Check your phone options and then contact your mobile service carrier to ensure they aren't blocking short codes.

*Hiawatha National Bank eAlert services will be available December 2012

Mobile Browser Service Questions

What do I need to use the mobile browser service?
To use Mobile Banking's browser service, you must:

  • Have an online banking account.
  • Have a mobile phone that supports web browsing.
  • Have a wireless data plan with your mobile service carrier.
  • Register for Mobile Money and select the mobile browser service.

Mobile Banking is optimized for a wide range of phones—providing a rich and interactive interface on touch screen phones, such as the iPhone and Android, while maintaining a simple and clean interface for a wide range of phones from a diverse set of manufacturers such as BlackBerry, Motorola, Nokia, Samsung, and Sanyo.

How do I access the Mobile Banking website?
During registration we send you a unique website address (URL) that is intended only for you. The website URL will only work on the phones you’ve registered in Mobile Banking. Be sure to bookmark this address in your phone’s browser so you can easily return to it.

I can't find my link to the Mobile Banking website. What should I do?
If you can't find the message that we sent during registration with the unique URL for Mobile Banking, you can request another message. Go to the My Phones page in online banking, find the phone number, and select the option Get a link to the Mobile Banking website.

When I click the link for the Mobile Banking website nothing happens. What should I do?
Every mobile phone and mobile network is different, so you may not be able to click on a link in a text message.

Try these troubleshooting tips:

  • Open the text message and click Send or Go on your phone to access the website URL. Then click the address to go directly to the website.
  • Open the text message and write down your unique website URL. Type the URL in your phone's web browser to go directly to the website.

If you still can't access the Mobile Banking website, please contact your mobile service carrier.

How do I access special characters on my Blackberry?
Blackberry users must use the symbol button to access special characters. The “!” will be the first special character to appear. Continue to hold down the symbol button to scroll through the full list of special characters.

 

Downloadable Application Service Questions

What do I need to download the Mobile Banking application?
To download the Mobile Banking application, you must:

  • Have an online banking account.
  • Have a mobile phone that supports downloaded applications.
  • Have a wireless data plan with your mobile service carrier.
  • Register for Mobile Banking and select the downloadable application service.

Mobile Banking is optimized for iPhones, BlackBerries, and many other types of phones. However, some carriers don't support application downloads to certain types of phones. If you have any problems downloading Mobile Banking, check with your carrier to make sure it is supported on your phone.

How do I download Mobile Banking to my phone?
For BlackBerries and most other phones, you can download Mobile Banking directly to your phone. During registration we send you a link to download the application. Click the link to initiate the download.

  • iPhone users will be linked to iTunes and be prompted for their iTunes password.
  • Android users will be linked to the Google Marketplace and will need to know their Gmail password.

Once you have entered your password, you will be presented with the Fiserv Touchbanking application. Initiate the download. When the download is complete, you'll go to the Login page. You'll also see Mobile Banking on your launch page.

I can't find my link to download Mobile Banking. What should I do?
If you can't find the message that we sent during registration with the download link for Mobile Bankin, you can request another message. Go to the My Phones page in online banking, find the phone number, and select the option Download the application.

When I click the link to download Mobile Banking nothing happens. What should I do?
Every mobile phone and mobile network is different, so you may not be able to download Mobile Banking to your phone. If you're having trouble, contact your mobile service carrier to make sure your phone supports application downloads.

 

Enrollment Questions

Complete the following to enroll in Mobile Banking:

  • Be sure your mobile device is on.
  • On your computer log in to your online banking account. Click the "User Options" link.
  • The Options page is displayed. Locate the Mobile Banking Profile section and click "Enroll Now". For security reasons, only one user can register for each mobile device. Once you complete the registration process, you can add more phones to your Mobile Banking account.
  • The Mobile Banking Terms and Conditions page is displayed. Select the "Accept" check box and then click "Continue".
  • The Your Details page is displayed. Select the appropriate "Eligible Accounts" check boxes and then enter the nickname used to identify each account in a text message.
  • The Mobile Banking Number page is displayed. Enter your mobile phone number, including the area code. Click "Next".
  • The Select Your Services page is displayed. Select the Mobile Banking services to be available on the mobile device. Click "Next".
  • A text message with an activation code is sent to the mobile phone number entered. The activation code expires 24 hours after you receive it.
  • The Activate Your Phone page is displayed. Enter the activation code received in the text message. Click "Activate" to complete your enrollment in Mobile Banking.
  • A text message with the HNB short code (96924) is sent to the newly activated mobile device. Note this short code for use when utilizing Mobile Banking's text messaging service.

How to Change a Phone Number

Complete the following to change your mobile phone number:

  • Log in to your online banking account. Click the "User Options" link.
  • The Options page is displayed. Locate the Mobile Banking Profile section and click "Manage Device(s)".
  • The Main Menu page is displayed. Select the "My Phones" tab.
  • Locate the old phone number, select "Change my phone number" and then click "Go".
  • The Mobile Phone Number page is displayed. Enter the updated phone number and click "Next".
  • The Main Menu page is again displayed. Close Mobile Banking to return to your online banking session.

How to Deactivate or Stop Using a Mobile Device

Complete the following to deactivate or stop using your mobile device:

  • Log in to your online banking account. Click the "User Options" link.
  • The Options page is displayed. Locate the Mobile Banking Profile section and click "Manage Device(s)".
  • The Main Menu page is displayed. Select the "My Phones" tab. Locate the appropriate phone number, select "Stop using this phone for Mobile Banking" and then click "Go".
  • The Stop Using This Phone page is displayed. Click "Yes".
  • The Main Menu page is again displayed. Close Mobile Banking to return to your online banking session.

 

 


QUICK LINKS

Flash Content

 

Mobile Banking Enrollment Info

Mobile Banking FAQs

Mobile Banking Security

Mobile Banking Terms and Conditions