Frequently Asked Questions

GENERAL

I'm not enrolled for Online Banking. Can I still register for Mobile Banking?
No, you need to enroll in Online Banking in order to enroll for Mobile Banking.

I'm enrolled for Online Banking. Can I use my Online Banking login credentials for Mobile Banking?
Yes, your login credentials are the same for both Online Banking and Mobile Banking.

How much does this service cost?
Mobile Banking is a free service that we offer to our members. However, your phone carrier may charge you for text messaging and data usage on your phone. Check with your wireless phone carrier for more information.

Is it secure?
Yes, the Mobile Banking service utilizes state-of-the-art security. Only the mobile devices that you personally enroll in the service can access your accounts. In addition, no account data is ever stored on your phone.

Which wireless carriers are supported?
We support all the popular US wireless phone carriers, including AT&T, Sprint, T-Mobile, and Verizon.

Do I need a text message or data plan?
Yes, a text messaging and/or data plan is typically needed. Please check with your wireless carrier for more information.

Which account types will I be able to see?
You will be able to see all of your accounts including, but not limited to, savings accounts, checking accounts, loans, and credit cards.

MOBILE REGISTRATION

How do I register for Mobile Banking?
You are given the opportunity to register a mobile device when you first register for Online Banking. If you did not register your phone at that time, you may add it from within Online Banking in All Services tab under Settings, My Account Profile, and under the Personal tab.

What is Mobile Registration?
Mobile Registration is a 3 step process that allows you to register a mobile device within Online Banking from your computer. You will add your phone number and confirm your device with a One-Time Password.

What is Activation?
Activation is a one-time process that helps ensure your security. A One-Time Password is issued to your  primary phone number or email address as it is listed in Online Banking.

How do you use the information that I provide during Mobile Registration?
The information you provide to verify your identity is used to validate account ownership. Only your security questions and answers, username, and password are stored by our system.

How do I change my password?
Your password is the same for both Online Banking and Mobile Banking. In order to change your password, you must be logged into Online Banking. Click on the Settings tab found in All Services and click on My Account Profile. To change your password, select the Security tab and click on Password. Type in your Old Password as well as the New Password. Confirm that you would like to save the changes by selecting Save Changes. For security purposes, a one time password will be emailed to your primary email address or your mobile phone number on file. Please retrieve this password and type it into the field in Online Banking to save your changes. You will then need to log back into Online Banking using your new password.

How do I change my challenge questions?
Your password and challenge questions are the same for both Online Banking and Mobile Banking. In order to change your password or challenge questions, you must be logged into Online Banking. Click on the Settings tab found in All Services and click on My Account Profile. To change your password, select the Security tab and click on Password. You can change your challenge questions. After making your changes, confirm that you would like to save the changes by selecting Save Changes. A one time password will be emailed to your primary email address or your mobile phone number on file. Please retrieve this password and type it into the field in Online Banking to save your changes.

What if I forget the answer to my challenge question?
For security purposes, we do not have a “self-serve” option available for resetting the Challenge Question.  Please contact our Member Service Team at (804) 353-8012 or (800) 944-3622.

What happens if I get a new phone or change phone numbers?
If you get a new phone, you can download the Mobile Banking app and continue to use it just like before. If you’ve changed phone numbers, you can log into Online Banking to update your account with your new number. To do this, click on All Services, choose the Settings tab and click on My Account Profile. To change your primary mobile number, select the Personal tab and click on Primary Mobile Number. Type in your new mobile number and confirm that you would like to save the changes by selecting Save Changes. For security purposes, a one-time password will be emailed to your primary email address or your mobile phone number on file. Please retrieve this password and type it into the field in Online Banking to save your changes

MOBILE BANKING

What is Mobile Banking?
Mobile banking allows you to bank on-the-go conveniently from your mobile device. You have access to your accounts from your mobile web browser or a downloadable mobile banking application, Entrust FCU, depending on your preference and your phone capabilities. Both options allow you to view account balances, search recent account activity, transfer funds, deposit checks, and more.

How do I access Mobile Banking on my phone's browser?
You can visit the mobile site at any time at https://mb.entrustfcu.org

How do I install the downloadable application?
Find the Mobile Banking application in the Google Play or iTunes Store by searching “Entrust FCU”. Click download and wait for the application to install.

How do I enroll my device to use Mobile Banking?
You may enroll for Mobile Banking when you have enrolled in Online Banking. All you will need to do is download the Mobile Banking application, Entrust FCU, from the Apple iTunes or Google Play store, and log into the app to get started, or visit the mobile site at https://mb.entrustfcu.org.

How do I optimize my mobile web experience?
We recommend 3 steps for an optimal experience: 1) Ensure your phone's browser has cookies enabled. 2) Enable stylesheets on your browser. 3) Bookmark our Mobile Banking site.

Is Mobile Banking supported on my phone?
Mobile Banking is supported on most phones with a mobile web browser that supports cookies. In addition, the mobile application is available on many smartphones including: iPhone, Android and BlackBerry. Both mobile web and mobile applications can be found by entering the mobile web URL (https://mb.entrustfcu.org) in your phone's browser.

I received a One-Time Password but never used it. What do I do now?
The One-Time Passwords expire after 10 minutes. If you need a new one, return to Online Banking, and click on All Services and select Settings. Then click on My Account Profile and click on the Personal tab. You will find either the Primary Mobile Number or the Additional Mobile Number.  Enter the phone number, click the Save Changes, and a new One-Time Password will be sent to you.

I activated Mobile Banking on my phone's browser. Why am I being asked to activate again?
At the time of activation a "cookie" is stored on your phone's browser which allows the Mobile Banking system to remember that you activated it. The cookie is only visible by the Mobile Banking system and does not contain personal information. Some phones may require you to enable cookies or periodically erase them, requiring reactivation. If you are experiencing this issue, check your phone settings to ensure that cookies are enabled. If cookies are enabled and the issue persists, please contact your mobile network carrier for cookie support information on your mobile phone.

MOBILE CHECK DEPOSIT

How much can I deposit using Mobile Check Deposit?

Mobile Check Deposit Limits (as of 8/18/2015)
Max amount ($) per deposit $2,500
Max items per deposit 1
Max deposit ($) per day $5,000
Max items per day 10
Rolling 30 day limit ($) $10,000

When will I be able to use my funds?

Funds availability reference (as of 2/24/2014)
Same business day Up to $200
Next business day Additional $200
Third business day Remainder of funds up to $5,000*

*Entrust Financial CU reserves the right to extend holds with proper notification