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Personal Banking - Frequently Asked Questions

Mobile Banking

Enrollment and Sign On

Features of Mobile Banking

Support

Security

Enrollment and Sign On

Q. How do I enroll in Mobile Banking?

A. If you are an Online Banking customer, then no enrollment for Mobile Banking is required. Go to m.unionbank.com on your mobile phone and use your Online Banking ID and password to sign on to Mobile Banking.
 

Q. Do I need to be enrolled in Online Banking to use Mobile Banking?

A. Yes, you will need to be an Online Banking customer. Once you are an Online Banking customer, then no enrollment in Mobile Banking is needed. Go to m.unionbank.com on your mobile phone and use your Online Banking ID and password to sign on to Mobile Banking.

Q. Does Mobile Banking require software to be installed on iPhone, Android, and BlackBerry or my mobile device?

A. No. Mobile Banking is a browser-based offering that does not require any software to be loaded to the mobile device. After turning on Mobile Banking, simply navigate to m.unionbank.com from your mobile web browser. 
 

Q. What are the basic requirements of my cell phone in order to use Mobile Banking?

A. The basic requirements are the following:  
  • Your mobile device must be web-enabled.
  • Your mobile browser must be WAP (Wireless Application Protocol) 2.0 or higher.
  • Your mobile device should have the browse Secure/SSL sites enabled, CSS turned on, and JavaScript.
  Contact your mobile provider for support with any of these steps. 
 

Q. How do I access Mobile Banking?

A. Open the Internet browser, and go to m.unionbank.com. Remember to check with your wireless provider for more information about fees associated with accessing the Internet from your mobile phone. Union Bank also has custom apps for iPhone, Android, and BlackBerry devices. 
 

Q. Does Union Bank have an app for my mobile device?

A. Union Bank has custom apps for iPhone, Android, and BlackBerry devices. 
 

Q. How do I know if I can access Mobile Banking through my cell phone?

A. If you have a mobile Internet browser and Internet access from your phone, it's likely you can use Mobile Banking. Your mobile phone must support WAP (Wireless Application Protocol) 2.0 or higher, the international standard for applications using wireless communication. Most phones today support WAP. Display of your account information may vary depending on your phone. If you are using an older device that does not contain the required security features to use Mobile Banking, you may need to upgrade to a newer device to use Mobile Banking. You may incur and are responsible for charges assessed by your wireless provider. 
 

Q. Do I need a new User ID and Password for Mobile Banking?

A. No, use the same User ID and Password you use to log in to Online Banking at m.unionbank.com
 

Q. Can I bookmark your site for future use?

A. Yes. To access Mobile Banking, enter m.unionbank.com in the URL field of the web browser of your mobile phone. You may bookmark the URL on your first visit to easily access the website for subsequent visits. 
 

Q. What if I need or want to cancel Mobile Banking?

A. It's quick and easy to turn off Mobile Banking. After signing on to Online Banking, navigate to the "Account Services" page. Select "Turn Off Mobile Banking" in your list of services.
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Features of Mobile Banking

Q. What features are available with Mobile Banking?

A. The following features are available through Mobile Banking:
  1. Secure Sign In/Sign Out
  2. View account balances
  3. View transaction history
  4. Schedule bank transfers to all accounts you have access to in Online Banking
  5. Perform one-time bill payment to existing payees
  6. View Pending Payments
  7. View Pending Transfers
  8. Find nearby Union Bank offices and ATMs 
 

Q. What is the difference between the Mobile Banking site and the full Union Bank website?

A. The Mobile Banking site is a simpler version of our Online Banking service found on our m.unionbank.com website made specifically for your mobile device. The design is optimized to provide an easy-to-use channel on the go. 
 

Q. To whom can I make bill payments in Mobile Banking?

A. You must first set up a payee in Online Banking. Payees are limited to the U.S. Bill payments can then be made through Mobile Banking to payees that have already been set up in Online Banking. To add a new payee, sign on to Online Banking from unionbank.com. Once the new payee is created, you will be able to schedule a bill payment to that payee through Mobile Banking. 

Q. Which Union Bank accounts can I make transfers to/from in Mobile Banking?

A. You will have all the transfer capabilities you have in Online Banking. You can transfer to/from your Union Bank accounts and other owned accounts. You can transfer to non-owned Union Bank or external accounts. To add an account, simply sign on to Online Banking. 
 

Q. Can I use Mobile Banking at any time?

A. Yes, Mobile Banking is available 24 hours a day, 7 days a week, except during the bank's regular maintenance period for your online services. 
 

Q. Can I use multiple mobile devices to access Mobile Banking?

A. Yes. You can use multiple mobile devices to sign on to Mobile Banking at m.unionbank.com
 

Q. How much does Mobile Banking cost?

A. There is no bank fee to use or access the Mobile Banking service. Check with your wireless provider for more information about fees associated with accessing the Internet from your mobile phone.
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Support

Q. Do I need to have JavaScript turned on to use Mobile Banking on my BlackBerry phone?

A. While Mobile Banking will work on all current BlackBerry models with or without JavaScript turned on, we recommend that you turn on JavaScript for a better mobile experience. Please refer to the instructions that came with your phone to enable JavaScript on your BlackBerry or contact your wireless provider. 
 

Q. Why does Mobile Banking seem slow?

A. The connection speed may vary for different wireless service providers, different data usage plans, and different geographical locations. If you experience a slow response while mobile web browsing or during data transmission, please check with your wireless service provider. 
 

Q. How can I make Mobile Banking look better on my cell phone?

A. Check the settings on your mobile device to ensure it is enabled to browse secure/SSL sites, that CSS is turned on, and that JavaScript is enabled. Please refer to the instructions that came with your phone to enable these features on your mobile device or contact your wireless service provider. 
 

Q. How do I know if my phone is Internet capable?

A. If you have a MiniBrowser, MicroBrowser, or Wireless Web on your phone's main menu, then it is Internet capable. Contact your mobile provider to confirm that your phone is Internet capable and that the service is activated. 
 

Q. I keep getting locked out of my account when I try to sign on via my mobile phone. Why doesn't it accept my sign-on information?

A. Using your mobile phone to enter data takes a little practice. Passwords are case sensitive, so make sure you are entering your Password exactly as it is set up. If your Password begins with a lowercase letter, you may need to use your phone's shift key to change the default from uppercase. In addition, some phones require extra shift key presses to enter numbers instead of letters. Finally, if you are using T9 (predictive text), you may wish to temporarily disable it during sign on. 
 

Q. My mobile device shows I have a strong signal, yet I cannot connect to the mobile web on my device. What causes this to occur?

A. The signal display on the mobile device is an indication of the phone's ability to place calls. The Mobile Banking website requires a data network to perform data exchanges. The problem you described could be due to lack of signal or no data connection on the mobile device. Please contact your wireless service provider for assistance. 
 

Q. How do I know if my transfer or bill payment was submitted successfully?

A. Upon successful completion of a transfer or bill payment, a confirmation message displays on the screen. The confirmation message includes the transaction amount, the accounts or payees in the transaction, and a confirmation number. If you do not receive a confirmation message, select View Pending Payments or View Pending Transfers from the Mobile Banking main menu to locate the item. You may also contact us for assistance Monday-Friday: 7:00 a.m. to 9:00 p.m., Saturday: 8:00 a.m. to 5:00 p.m.  
 

Q. How do I securely end my Mobile Banking browser session?

A. Select the Sign Off link to sign out of Mobile Banking, and then close your browser through your mobile device browsing options. 
 

Q. What if I can't get my mobile device to work with Mobile Banking?

A. Please verify the following:  
  • Your mobile device must be web-enabled.
  • Your mobile browser must be WAP 2.0 or higher.
  • Your mobile device should have the browse secure/SSL sites enabled, CSS turned on, and JavaScript enabled.
  Contact your mobile provider for support with any of these steps. 
 

Q. How do I access the Internet through my mobile phone?

A. Contact your wireless service provider to confirm that your phone is enabled for mobile web browsing and that the service is activated. You may incur and are responsible for charges assessed by your wireless service provider. 
 

Q. What happens if I lose communication/signal during a transaction?

A. If you do not receive a confirmation message due to a lost signal, you may verify a transaction by navigating to the View Pending Payments or View Pending Transfers screen in Mobile Banking. Look for the transaction in the list of pending items. You may also contact us for assistance at 1-800-238-4486, Monday-Friday: 7:00 a.m. to 9:00 p.m., Saturday: 8:00 a.m. to 5:00 p.m. 
 

Q. What do I need to do if I get a new cellular device or upgrade my device to a new model?

A. No changes are needed, simply continue signing into Mobile Banking as you do today from m.unionbank.com.
 

Q. What happens if I get locked out of Mobile Banking?

A. Go to m.unionbank.com and sign on. Follow the instructions on the "Forgot Password?" or "Unlock UserID" links. 
 

Q. What happens if I forgot my challenge questions and answers or am locked out from Mobile Banking because I entered them incorrectly?

A. Contact us for assistance at 1-800-238-4486, Monday-Friday: 7:00 a.m. to 9:00 p.m. Saturday: 8:00 a.m. to 5:00 p.m.
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Security

Q. Is Mobile Banking as secure as your other online services?

A. Using Mobile Banking offers the same security features and protection as our other online services, including encryption and security questions. Mobile Banking users are protected by:  
  • Firewall systems and intrusion detection software
  • Encryption of sensitive information that protects information sent over the Internet
  • Internationally recognized security standards and industry best practices
  • Profile and Password with multifactor security
 

Q. What are some tips to keep my Mobile Banking experience safe?

A. Here are some tips and general good practices for banking on your mobile device:  
  • Download and apply security updates and patches to your mobile browser when they are made available by your wireless provider. These are designed to provide you with protection from known possible security problems.
  • To prevent viruses or other unwanted problems, do not open attachments from unknown or untrustworthy sources.
  • Do not install pirated software or software from unknown sources.
  • Protect against unauthorized access to your cell phone.
  • Do not leave your mobile phone unattended during an open Mobile Banking session.
  • Never save your User ID and Password in the mobile phone, in memos, or anywhere on your device.
  • Always remember to log off properly using the "Sign Off" button when you have completed your Mobile Banking activities.
  • Be aware of the potential for fraudulent text or multimedia messages (SMS/MMS). The bank will never request or invite customers to sign on to its Mobile Banking via an SMS/MMS message.
  • Be aware of the potential for fraudulent Mobile Banking apps.
 

Q. Can someone intercept my Mobile Banking transactions?

A. The 128-bit SSL encryption protects your information as it travels from your mobile device to Union Bank. The 128-bit SSL encryption technology is the same encryption that safeguards Internet traffic for secure web applications. 
 

Q. What if I lose my mobile phone?

A. There will be no financial information from Union Bank saved on your mobile phone as part of our Mobile Banking service. Do not save images during your Mobile Banking session to your phone.
 
To protect your account, your User ID, Password, and Challenge Question authentication will be required for the sign on to access our other online services on the web.
 
Do not add your login credentials to the memo pad or voice record them on your mobile device, as this information could then be obtained by others. Password protect your mobile device if possible.
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