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VirtualBank

Mobile Banking FAQs

How do I sign out of the new Mobile Banking app?

When you close the Mobile Banking app, you are automatically signed out.

Will I have the option to enable the fingerprint or facial recognition feature in the updated app?

Yes, you will be prompted to enable the fingerprint or facial recognition feature.  Turning on this feature is optional. A 4-digit passcode is also an option, if your device does not offer fingerprint or facial recognition.

Will I be able to continue to use the old mobile banking app and the new updated app at the same time?

Yes, but the old app will be deactivated after 30 days of the new app becoming available.

Will all of my accounts be viewable when I log into the new app?

Yes, and if you have multiple accounts you will be able to quickly and easily swipe through your accounts using the new dashboard feature.

How much account transaction history will be available?

You will initially have access to up to 120 days of transaction history for all account types, then history will accumulate more account data going forward.

Will my bill pay payees and scheduled payments still be available?

Yes, all of your bill pay payees and scheduled payments will be available to you in the updated app.  Note:  If you have your payees hidden in the online version of bill pay, they will appear in the new mobile app just as they did in the old app.

Will I need to setup my recurring external transfers?

No, you will not need to setup recurring external transfers at this time.  Your scheduled recurring transfers will not be viewable in the app but can still be accessed within Online Banking desktop platform.

Will I still be able to View past e-Statements?

Yes, if you are enrolled to receive e-Statements today you will be able to access the same e-Statements in the new app. e-Statements are typically available for up to 18 months.

What are some of the new features on this app?

You will be able to personalize the dashboard view, organize accounts, enroll & access e-Statements, setup alerts and more.

Who do I contact with any questions about the app?

Any questions in reference to the feature/functions or issues relating to the app can contact our Client Service at 1-877-998-BANK (2265).

How do I use the “organize accounts” feature to see my accounts in a certain order?

View the tutorial.

Can I send secure messages within the app?

Secure messaging is currently not available in the app but will be available in a future enhancement.

Is the email option available in the app a secure way to send information about my account?

No, the email option in the app should only be used for general questions or product information.  You should never enter your account number, login credentials or other non-public information in a regular email.

How does the new feature of connecting to an institution work?

Connecting to an institution allows you to view your account information at other participating financial institutions.  Not all banks participate, so if your bank is not in the top 25 pick list you can try entering your bank name in the search field. If your bank participates it will ask you to enter the login credentials you use for that bank.  If the bank does not participate, you will receive a message stating “We don’t recognize this institution”.

Have more questions?  Feel free to contact our Client Service Department at 1-877-998-BANK (2265)