TrustBank Mobile FAQ Personal

General
TrustBank Mobile
Text Banking
Troubleshooting

General

How much does this service cost?

There is currently no charge associated with the service. However, there may be charges associated with text messaging and data usage on your phone. Check with your wireless phone carrier for more information.

Is it secure?

Yes, TrustBank Mobile utilizes best practices from Online Banking, such as HTTPS, 128-bit SSL encryption, PIN, or password access and application timeout when your phone is not in use. Only the phones that you personally enroll in the service can access your accounts. In addition, no account data is ever stored on your phone. Also, in the event your phone is lost or stolen, the service can be immediately disabled by either going online to the TrustBank Mobile enrollment website or calling us at 800-766-3451.

Which wireless carriers are supported?

We support all the popular US wireless phone carriers, including Verizon, AT&T, Sprint, T-Mobile, Alltel, and Cellular One. 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.

I'm not enrolled for Online Banking. Can I still use this?

You must first enable your bank account(s) for Online Banking before using TrustBank Mobile.

What is Activation?

Activation is a one-time process that helps ensure your security. After you enroll a phone, you will receive an activation code which will be required to begin using Text or TrustBank Mobile on your device. We recommend you print your activation code and installation instructions for easy reference during installation.

TrustBank Mobile

What is TrustBank Mobile?

TrustBank Mobile gives you access to your accounts from your mobile web browser or a downloadable app, depending on your preference and your phone capabilities. Both options allow you to: view account balances, search recent account activity, transfer funds, and find nearest ATM or branch locations.

How do I access TrustBank Mobile on my phone's browser?

After successful activation, your phone will receive a text message with your TrustBank Mobile URL. You can visit the site at any time at www.trustbank.mobi.

How do I sign up for TrustBank Mobile?

Sign in to Online Banking on your computer and choose the Mobile Enrollment option under User Services. Enroll your mobile phone and follow the activation instructions.

I activated TrustBank Mobile 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 TrustBank Mobile system to remember that you activated. The cookie is only visible by the TrustBank Mobile 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.

How do I optimize my mobile web experience?

Ensure your phone's browser has cookies enabled. In addition, enable stylesheets for the best viewing experience.

Is TrustBank Mobile supported on my phone?

TrustBank Mobile is supported on most phones with a mobile web browser that supports cookies. In addition, the downloadable app is supported on iOS, Android, and Blackberry devices.


Text Banking

What is TrustBank Text Banking?

Text banking gives you access to your accounts via text (SMS) messages on your phone. It's a fast, easy way to look up account balances or recent account history by sending a text command to a shortcode.

What is the TrustBank Text Banking shortcode?

All text messages should be sent to 96865.

Can I use both TrustBank Text Banking and TrustBank Mobile on my phone?

Yes, you can use both options from the same phone. To do so you will need to activate each option on your phone prior to use.

Is TrustBank Text Banking supported on my phone?

TrustBank Text Banking will work on any text message (SMS) capable phone from one of our supported carriers.

Will I receive unsolicited text messages?

No. You will only receive messages when you specifically request them with one of the Text Banking commands.

NOTE: You can check for additional available commands by activating your phone and sending C to 96865.

Troubleshooting

I enrolled my phone number but did not receive a text message. What should I do?

Typically you should receive a text message within a few minutes after enrolling, however sometimes mobile carriers experience delays which slow down text message delivery. While waiting, make sure you phone has wireless signal. In addition, be sure you entered the correct phone number on the enrollment site. If you still do not receive it, contact your wireless carrier to be sure text messaging is enabled on your phone.

I received an activation code but never used it. What do I do now?

Activation codes expire after 24 hours. If you need a new one, return to the TrustBank Mobile enrollment site (called the TrustBank Mobile Banking Center) and request a new activation code.

What happens if I get a new phone or change phone numbers?

If you get a new phone or change phone numbers, be sure to return to Online Banking via your computer and update your phone profile in the TrustBank Mobile Banking Center. We recommend removing your old phone and re-enrolling your new phone.

Can I use TrustBank Mobile or Text Banking on more than one phone?

Yes. Visit the TrustBank Mobile Banking Center and simply enroll (and then activate) another phone number.

Do I need to re-enroll into TrustBank Mobile after I purchase a new phone?

Yes. You must re-enroll into TrustBank Mobile after you purchase a new phone. Sign in to Online Banking on your computer and under User Services, choose the Mobile Enrollment option. Enroll your mobile phone and follow the activation instructions.