Mobile Connect and Text Banking Frequently Asked Questions

Click each question for the answer.

General

How much does Mobile Connect cost?
Is it secure?
Which wireless carriers are supported?
Do I need a text message or data plan?
I'm not enrolled for online banking. Can I still use this?
What is Activation?

Mobile Banking

What is Sutter Community Bank Mobile Connect?
How do I access Mobile Connect on my phone's browser?
How do I sign up for Mobile Connect?
I activated Mobile Connect on my phone's browser. Why am I being asked to activate again?
How do I optimize my mobile web experience?
How do I navigate Mobile Connect links with my phone's browser?
Is Mobile Connect supported on my phone?
How do I install the downloadable application?

Text Banking

What is Sutter Community Bank Text Banking?
What is Sutter Community Bank shortcode?
Can I use both Text Banking and Mobile Connect on my phone?
Is Text Banking supported on my phone?
Will I receive unsolicited text messages?
What are the Text Banking commands?

Mobile BillPay

What is Mobile BillPay?
Where do I enroll for Mobile BillPay?
In what modes may I access Mobile BillPay?
How do I pay a bill?
How are payments made?
When will my payment be received?
Can I add a payee on my mobile device?
How do I deactivate a payee?
How do I cancel a payment on my mobile device?
How do I see previous bill payments on my mobile device?
How do I handle a dispute with a payee?
Where can I find more information about BillPay?

Troubleshooting

I enrolled my phone number but did not receive a text message. What should I do?
I received an activation code but never used it. What do I do now?
What happens if I get a new phone or change phone numbers?
Can I use Mobile Connect or Text Banking on more than one phone?
I activated Mobile Connect on my phone's browser. Why am I being asked to activate again?
What if my device is lost or stolen?

Answers

General

How much does Mobile Connect 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, Mobile Connect utilizes best practices from online banking, such as HTTPS, 128-bit SSL encryption, or password access and application time-out 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. And in the event your phone is lost or stolen, the service can be immediately disabled by either going online to the Mobile Banking enrollment website or calling us.

Which wireless carriers are supported?
We support all the popular US wireless phone carriers, including AT&T, Sprint, T-Mobile, and Verizon. 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.

Do I need a text message or data plan?
Yes, a text messaging and/or data plan is typically needed, as data usage can become expensive without them. Please check with your wireless carrier for more information.

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 Mobile Connect.

What is Activation?
Activation is a one-time process that helps ensure your security. An activation code is issued to you on the online enrollment site. You will need to enter this code on your device to begin text banking. You may also need to enter this code for mobile banking if you don't use challenge question(s) for online banking. If you use challenge questions for online banking, you can enroll for mobile banking directly from your mobile phone without an activation code.

We recommend you print your activation code and installation instructions for easy reference during installation.

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Mobile Connect

What is Sutter Community Bank Mobile Connect?
Mobile banking gives you access to your accounts from your mobile web browser or a downloadable mobile banking application, depending on your preference and your phone capabilities. Both options allow you to: view account balances, search recent account activity, transfer funds and pay bills.

How do I access Mobile Connect on my phone's browser?
After successful activation, your phone will receive a text message with your Mobile Connect URL. You can visit the site at any time at https://m.mbanking-services.mobi/wap/app/session?target=home&bankCode=121144256&locale=en

How do I sign up for Mobile Connect?
Sign in to Online Banking on your computer and choose the Mobile Banking option, located under the "Administration" drop down.

picture of Administration dropdown

Enroll your mobile phone and follow the instructions.

image of instructions

If you use challenge questions for online banking, you can enroll for mobile banking directly from your mobile phone by entering the mobile web URL https://m.mbanking-services.mobi/wap/app/session?target=home&bankCode=121144256&locale=en

I activated Mobile Connect 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 Mobile Connect system to remember that you activated. The cookie is only visible by the Mobile Connect 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. If you would like to reactivate, text R or RECOVER to 79680. If Sutter Community Bank supports enrollment on your mobile phone, you will not need to provide an activation code. However, you may be asked to enroll again due to issues with cookies.

How do I optimize my mobile web experience?
We recommend 3 steps for an optimal experience: 1) Ensure your phone's browser has cookies enabled. 2) Enable stylesheets on your browser. 3) Bookmark our Mobile Connect site.

How do I navigate Mobile Connect links with my phone's browser?
There are two easy ways to navigate links. You can either click on the link or enter the associated "accelerator key" number. Just type the number to quickly navigate to the link's destination. Accelerator key numbers appear next to many, but not all of the content links.

Is Mobile Connect supported on my phone?
Mobile Connect is supported on most phones with a mobile web browser that supports cookies. In addition, the mobile application is available on many smartphones including: iPhone, Android and BlackBerry. Both mobile web and mobile applications can be found by entering the mobile web URL (https://m.mbanking-services.mobi/wap/app/session?target=home&bankCode=121144256&locale=en) in your phone's browser.

How do I install the downloadable application?
Your phone will receive a text message from 79680. Select to view (or open) the message (you can also view it later by going to your phone's text message inbox).

Select the URL link -- https://m.mbanking-services.mobi/wap/app/session?target=home&bankCode=121144256&locale=en -- in the text message. This is typically done by selecting a command on your phone's menu, such as "Connect" or "Go To."

You will then be brought to a page with a Download link. Click this link to download the application.
When finished, you will be notified that the download completed.

After launching the application for the first time, you may be asked to give permission to access the data network. You will need to grant permission in order to proceed.

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Text Banking

What is Sutter Community Bank 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 Sutter Community Bank shortcode?
All text messages should be sent to 79680

Can I use both Text Banking and Mobile Connect on my phone?
Yes. Simply enroll for both Text Banking and Mobile Banking to enable this.

Is Text Banking supported on my phone?
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 or if you subscribe to Mobile Alerts.

What are the Text Banking commands?

FUNCTION   COMMAND   DESCRIPTION
Balance B Summary of available balances for all accounts
History H Summary of recent transactions per account
Command C List of available Text Banking commands
Help HE Help content for Text Banking
Login L Receive a URL for the Sutter Community Bank Mobile Browser website
Recover R Receive a URL and new activation code for the Sutter Community Bank Mobile Browser web site
Stop S De-activate all Sutter Community Bank text services

NOTE: You can check for additional available commands by activating your phone and sending C to 79680.

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Mobile BillPay

What is Mobile BillPay?
Mobile BillPay allows you to pay bills online, saving you time, envelopes and stamps. It is an optional service on your Internet (Online) Banking account. You may pay bills using your mobile device while on-the-go, anytime, anywhere.

Where do I enroll for Mobile BillPay?
You enroll for BillPay through your Internet (Online) Banking account. Once enrolled, you will be able to access BillPay on your mobile device. You must be enrolled for, both, Internet (Online) Banking and BillPay before you may use Mobile Banking and Mobile BillPay.

In what modes may I access Mobile BillPay?
Mobile BillPay is available on the web/browser and downloadable application modes. It is not available through the SMS/Text mode.

How do I pay a bill?
To pay a bill, select the "Payment" option from the main menu, then select "Pay Bills". Here, a simple flow guides you through choosing the "Payee", "Send Date" and Pay Bill From" account. Then you will enter the Payment Amount and optionally enter a Memo.

How are payments made?
Only you may create and authorize a payment. Depending on the Payee's capabilities, payments are issued via paper checks or electronically. Both payment forms include remittance information to ensure your Payee may credit your account.

When will my payment be received?
For more information about payment scheduling and delivery, please visit the Help section on your Internet (Online) Banking website.

Can I add a payee on my mobile device?
No. You must add Payees through the Internet (Online) Banking website.

How do I deactivate a payee?
You may manage your Payees, including deactivation by logging onto the Internet (Online) Banking website and accessing the list of Payees.

How do I cancel a payment on my mobile device?
To cancel a payment, select the "Payments" option from the main menu, then select,"Scheduled Payments". The system will respond with a list of payments currently scheduled and unpaid. Choose from this list the payment you wish to cancel. The system will display the payment details. From this screen, select "Cancel Payment". The system will ask you to confirm that you wish to cancel the payment.

How do I see previous bill payments on my mobile device?
To view previously paid bills, select the "Payments" option from the main menu and then select "Recent Payments". Your display will refresh with a list of completed bill payments in a summary format. Select an item to see the payment's details.

How do I handle a dispute with a payee?
If you have an issue with a bill or a specific item on the bill, contact the Payee directly. Remember, you may pay whatever amount you desire in BillPay while you are disputing any item.

Where can I find more information about BillPay?
For more information and Frequently Asked Questions, please visit the Help section on your Internet (Online) Banking website.

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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 your 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, try to enroll again. If the problem continues, 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 a specific period of time (usually 24 hours). If you need a new one, return to the Mobile Banking enrollment site (called the 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 Mobile Banking website via your PC and update your phone profile in the Mobile Banking Center. We recommend removing your old phone and re-enrolling your new phone.

Can I use Mobile Connect or Text Banking on more than one phone?
Yes. Visit the Mobile Banking Center and simply enroll (and then activate) another phone number.

I activated Mobile Connect 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 Mobile Connect system to remember that you activated. The cookie is only visible by the Mobile Connect 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. If you would like to reactivate, text R or RECOVER to 79680. If Sutter Community Bank supports enrollment on your mobile phone, you will not need to provide an activation code. However, you may be asked to enroll again due to issues with cookies.

What if my device is lost or stolen?
If you are concerned about misuse of your phone, contact your mobile service provider immediately to stop all wireless service. Additionally, sign on to online banking and disable or remove your phone.

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