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Information Desk
Mobile Banking Frequently Asked Questions (FAQ)
1. Do I have to be enrolled in Online Account Access before using Mobile Banking?
a. Yes! Before attempting to access Mobile Banking make sure you can access your account from a computer. This will establish your password and security image. Contact the credit union if your account is not currently set up for Online Account Access.
2. How do I access Mobile Banking?
a. Mobile Banking can be accessed by launching the browser on your mobile device and going to ascentra.mobi ("www" normally isn't needed). During your first login to Mobile Banking you will be prompted for one of your pre-established security questions. Once you have successfully answered your security question you will be presented with your Online Account Access pre-established image. Once you see your image you should be able to enter your password. Never enter your password on your mobile device or your computer until you see your saved image. This is your assurance that you are at Ascentra's official Online Account Access or Mobile Banking site. To keep things simple for you the password is the same Mobile Banking as it is for Mobile banking.
3. What security is used on Mobile Banking?
a. Our Mobile Banking uses the same secure technology that is used within your Online Account Access. We use Secure Socket Layer technology (SSL) in combination with the same Multi Factor Authentication technology and security that is used within Online Account Access. All of your data is encrypted and secure!
4. What information do you store on my phone or device?
a. With Mobile Banking, there is no confidential information stored on your phone at any time. You should never use your phone's notepad or address book to store your login passwords.
5. What happens if I lose my phone?
a. As you would normally do, contact your phone provider to suspend your service. If you stored your login information on your device (we don't recommend this) contact us at 800-426-5241 to suspend your access or change your password.
b. Again, you should NEVER store any confidential information like passwords, pins or any information in notepad or anywhere on your mobile device. For extra security, you should enable the "LOCK" feature on your device so it can't be accessed without a valid password.
6. What if I upgrade to a new device or plan?
a. If you simply upgrade your device or plan (and keep the same phone number) nothing needs to be done. Make sure your new device has the data plan with Internet access capabilities (additional fees may apply from your carrier).
7. Do I need a special type of device to use Mobile Banking?
a. There is not a pre-defined list of supported mobile devices as it is not possible to test all devices. However, we have successfully tested a number of Android, Windows Mobile and iOS (iPhone, iPad, iPod Touch) devices, along with various Internet-enabled mobile phones.
8. Will this cost me more money to use Mobile Banking?
a. For Mobile Banking, you need to have a plan that supports "data", which could cost you more. You should check with your mobile carrier. Like Online Account Access, there are no fees to use Mobile Banking.
9. Do I need to worry about fake messages trying to get to my account information like "pharming or phishing"?
a. Make sure you know who has sent you any message - if in doubt, delete it without reading it if possible.
b. Never click on any links if you are not sure of the sender.
c. Never send any confidential information to anyone - the credit union will never ask you to "go here and fill in this information" or "please send us this information." Also, Ascentra Credit Union will never send you an email or text message regarding a compromised account nor will we ask you to verify any information regarding accounts via email or text. We will always contact you directly via mail or phone if this type of information is needed.
10. What functions can I do with mobile Banking?
a. Mobile Banking allows you to Check your Account Balances, Transfer Funds, Change your e-Mail Address, and Change your Password.
11. Can I view my account history or pay bills with Mobile Banking?
a. Not at this time. We are always looking for cost effective ways to provide new & improved products & services our members want. This version of Mobile Banking is just the beginning of many additional Mobile Banking features that will be made available to you in the future.
12. I am trying to transfer funds and I'm having trouble selecting the accounts to transfer from, what's wrong?
a. JavaScript support must be enabled in the options of your mobile browser. Refer to the user guide supplied with your mobile device, the website of your device manufacturer, or the customer service department of your wireless service provider for assistance enabling JavaScript support.
