Mobile Banking FAQ's Answered!
Frequently Asked Questions
| Q. | What is CO-OP Mobile? |
CO-OP Mobile allows your members to bank anytime, anywhere from the convenience their mobile phones or devices. The service provides secure access to credit union accounts so they can:
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| Q. | How much does CO-OP Mobile cost? |
| There may be data charges associated with your phone usage. Check with your phone carrier for more details. Also, check with your credit union to determine any applicable fees. | |
| Q. | Is CO-OP Mobile secure? |
| Yes, CO-OP Mobile is secure. The mobile service utilizes best practices from online banking, such as HTTPS, 128-bit SSL encryption, PIN access and application time-out. Also, no personal data is ever stored on your phone. So even if someone had access to your phone, no sensitive information would be available. In the event that your phone is lost or stolen, you can disable the application by returning to the CO-OP Mobile web site. |
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| Q. | Do I need a data plan to use CO-OP Mobile? |
| Yes, a data plan is typically needed to use CO-OP Mobile. Please check with your carrier about the specifics of your data plan and any associated fees. | |
| Q. | What information do I need to enroll in CO-OP Mobile? |
| You may start by entering your primary account number. You will then be prompted to enter certain personal information that your credit union has on file in order to confirm your identity. Once the data is entered correctly you can register your cell phone. You will also need to know your wireless carrier as well as the manufacturer and model of your phone or device. To determine if your phone is supported, refer to the list at the end of this document. |
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| Q. | Why is the enrollment system unable to retrieve my account? |
| For successful account authentication, all information must be entered as it is recorded on your credit union’s system. When incorrect data is entered, an error message explains the problem. If problems persist, call your credit union. | |
| Q. | Why do I need to answer challenge questions? |
| The challenge questions and answers that you set up during enrollment provide another layer of identity protection if a PIN reset is requested for your account. | |
| Q. | What if I forget my PIN? |
| After three unsuccessful PIN entry attempts, you will be locked out for 24 hours. If you need a new PIN, you can re-visit the CO-OP Mobile web site and request a PIN reset when you sign on. | |
| Q. | How do I find my model number? |
| Model numbers are often visible when you remove the battery of a device, or can be found in the ‘About’ function for some devices. Consult your operating instructions for more information. Once you select the manufacturer of your device on the enrollment site, you will see supported devices illustrated with their model numbers. | |
| Q. | Why isn't my mobile device listed? |
| Your mobile device may not meet minimum operating standards. If you have a new device, please re-visit the CO-OP Mobile web site, as devices are updated on a quarterly basis. | |
| Q. | What happens after I enroll? |
| Upon successful enrollment, you will receive an activation code which you will need to begin using the application on your phone. In addition, a text message will be sent to your phone with a link to download the application. Select the link to download, and then follow the instructions to activate the mobile banking application on your mobile device. It only takes a few minutes to get started. NOTE: Be sure to activate your phone within 24 hours, or you will need to request another activation code. We recommend you print your activation code and installation instructions for easy reference during installation. |
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| Q. | How do I download the application to my phone? |
| At the end of the enrollment process, device-specific instructions are provided, which you can print for reference during installation. Tips for using your specific device are also provided. In most cases, you just select the link in your text message, confirm that you want to download, and follow any additional prompts. | |
| Q. | What if I do not receive a text message with the application URL? |
| You should receive a text message within a few minutes of enrolling your device. If you have not received a message within one hour, re-visit this site, and select TEXT MESSAGE MOBILE APP DOWNLOAD LINK. A text message will be sent to your phone with the URL link to download the mobile application. | |
| Q. | What if I forget my activation code? |
| Re-visit the CO-OP Mobile web site and select VIEW ACTIVATION CODE. Your activation code will be displayed. | |
| Q. | What if my activation code expires? |
| As a security precaution, your activation code is only valid for 24 hours. If your activation code expires, re-visit the CO-OP Mobile site and select NEW ACTIVATION CODE. A new activation code will be displayed. | |
| Q. | Where is the CO-OP Mobile application on my phone? |
| The download destination of the mobile application can vary between devices and carriers but is generally located in the applications or games folder under "Content." | |
| Q. | What if my mobile phone is lost or stolen? |
| You may temporarily disable CO-OP Mobile on your phone at any time. Return to the CO-OP Mobile web site, sign on using your phone number and Mobile PIN. Click on the DISABLE DEVICE option under DEVICE MAINTENANCE. This function allows you to enable your device in the same manner if it is found or returned. |
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| Q. | What if I get a new phone or different number? |
| You should permanently disable your device and then re-enroll using the new device information. Return to the CO-OP Mobile web site, sign on using your phone number and Mobile PIN. Click on the PERMANENTLY DISABLE DEVICE option under DEVICE MAINTENANCE. | |
| Q. | Which mobile devices are currently supported? |
CO-OP Mobile supports devices on the five major US wireless networks, and newly supported devices are added quarterly. Click here to see if your device is compatible ( must be web enabled) |
