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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. Simply download the Union Bank Mobile Banking app from your mobile device and sign on using your Online Banking ID and password. The app can be found on the Apple App Store or Google Play Store.
 

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. Simply download the Union Bank Mobile Banking app from your mobile device and sign on using your Online Banking ID and password. The app can be found on the Apple App Store or Google Play Store.

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

A. We strongly recommend that you use or upgrade to the latest version of software or device supported by Union Bank:  
  • Android 4.0.3 and above
  • iOS 9 and above
Contact your mobile provider for support with any of these steps. Note that you may incur and are responsible for any charges assessed by your mobile service provider. 
 

Q. How do I access Mobile Banking?

A. Download the Union Bank Mobile Banking app on your mobile device and sign on using your Online Banking ID and password. 
 

Q. How do I know if I can access Mobile Banking through my mobile device?

A. If you have a smart device including an iPhone, iPad, or Android device, it's likely you can use Mobile Banking. 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 when accessing the Union Banking Mobile Banking app. 
 

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

A. It's quick and easy to turn off Mobile Banking. Sign on to Online Banking, navigate to the "Services" page. Select "Mobile Banking" under the "Transaction Activities and Services" menu, then select "Turn Off Mobile Banking" and click the "Submit" button.
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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. Deposit checks
  5. Transfer money between your Union Bank accounts and accounts you own at other financial institutions
  6. Manage bills—add payees, view eBills, and schedule payments
  7. Send money to friends, family, and service providers
  8. Find nearby Union Bank banking offices and ATMs
 

Q. What is the difference between the Mobile Banking app and the Online Banking website?

A. The Mobile Banking app has been optimized to suit the needs of our customers and provides an easy-to-use channel on the go. 
 

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

A. You can pay bills to anyone, anywhere in the U.S. using the Union Bank Mobile Banking app. Payees can be added directly through the app. 

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 the Mobile Banking app as long as the app has been downloaded onto each device from the Apple App Store or Google Play Store. 
 

Q. How much does Mobile Banking cost?

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

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, please check with your wireless service provider.  
 

Q. I keep getting locked out of my account when I try to sign on the Mobile Banking app. Why doesn't it accept my sign-on information?

A. Using your mobile device 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 in Online Banking. If your Password begins with a lowercase letter, you may need to use your mobile device’s shift key to change the default from uppercase. In addition, some mobile devices 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 Banking app 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 app 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 Transfers or Bill Payments 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 session?

A. Select the Sign Out button from the menu to sign out of Mobile Banking, and then click Yes. 
 

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 Transfers or Bill Payments page in the Mobile Banking app. 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 mobile device or upgrade my device to a new model?

A. You will need to download the Union Bank Mobile Banking app on your new mobile device and sign on. 
 

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

A. Go to the Mobile Banking app and select "Login Help." From there you can select "Forgot Password" or "Forgot User ID."
 

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 provided by Apple and Google. 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 mobile device.
  • Do not leave your mobile device unattended during an open Mobile Banking session.
  • Never save your User ID and Password in the mobile device, in memos, or anywhere on your device.
  • Always remember to log off properly by selecting the "Sign Out" button from the menu 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.
  • Take caution when jailbreaking or rooting your device.
 

Q. What if I lose my mobile device?

A. There will be no financial information from Union Bank saved on your mobile device as part of our Mobile Banking app. Do not save images during your Mobile Banking session to your mobile device.
 
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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