MOBILE BANKING – Frequently Asked Questions
General

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.

Yes, the mobile banking service utilizes best practices from online banking, such as HTTPS, 256-bit SSL encryption, PIN, or passcode access and application time-out when your phone is not in use. In addition, no account data is ever stored on your device. And in the event your device is lost or stolen, the service can be immediately disabled by either logging into Online Banking and going to the Welcome drop down, selecting All Services & Settings and selecting Mobile Management or by calling us. or calling us.

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.

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.

You must first be enrolled in Online Banking before enrolling in Mobile Banking.

Enrollment is a one-time process that helps ensure your security. The enrollment process for both native and mobile browser Mobile Banking applications requires you to download the application, login using your Online Banking Access ID and Passcode, answer security questions, accept the Terms and Conditions, and finally entering your device phone number (not applicable for tablets). The enrollment process for SMS Text Banking requires you to login to Online Banking, go to the Welcome drop down, select All Services & Settings, select Mobile Management and follow the instructions to retrieve an activation code. The activation code will be required to begin using SMS Text Banking on your device.

Mobile Banking

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 find nearest ATM or branch locations.

You can access the mobile browser application site at any time at (https://mBanking.firstdata.com/wap/home/cubsky/en)

You must enroll your mobile device. The enrollment process for both native and mobile browser Mobile Banking applications requires you to download the application, login using your Online Banking Access ID and Passcode, answer security questions, accept the Terms and Conditions, and finally entering your device phone number (not applicable for tablets). The enrollment process for SMS Text Banking requires you to login to Online Banking, go to the Welcome drop down, select All Services & Settings, select Mobile Management and follow the instructions to retrieve an activation code. The activation code will be required to begin using SMS Text Banking on your device.

At the time of enrollment, a “cookie” is stored on your device’s browser which allows the Mobile Banking system to remember that you enrolled. The cookie is only visible by the Mobile Banking system and does not contain personal information. Some devices may require you to enable cookies or periodically erase them by clearing your cache, requiring re-enrollment. If you are experiencing this issue, check your device 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 device.

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 Banking site.

Native mobile applications are available on many smartphones including: iPhone® and those utilizing the Android® operating system. Mobile Banking is also supported on most phones with a mobile web browser that supports cookies. Both native and mobile web browser applications can be found either by searching the app store on your phone or by entering the mobile web URL (https://mBanking.firstdata.com/wap/home/cubsky/en) in your phone’s browser.

  • Native downloadable phone applications can be downloaded directly from iTunes®, Apple® App Store or Google Play® on your device.
  • Alternatively, you can enter the following URL link (https://mBanking.firstdata.com/wap/home/cubsky/en) in your device browser to connect to the mobile browser application.
  • Next, access the global navigation menu and look for a Download link. Click this link to download the application. If this link is not visible, a downloadable application is not available for your device.

Native mobile applications are available on many tablets including: iPad®, Kindle Fire® tablets, and those tablets utilizing the Android® operating system. Mobile Banking is also supported on most tablets with a mobile web browser that supports cookies. Both native and mobile web browser applications can be found either by searching the app store on your tablet or by entering the mobile web URL (https://mBanking.firstdata.com/wap/home/cubsky/en) in your tablet’s browser.

  • Native downloadable tablet applications can be downloaded directly from iTunes®, Apple® App Store, Google Play®, or the Amazon® app store on your device.
  • Alternatively, you can enter the following URL link (https://mBanking.firstdata.com/wap/home/cubsky/en) in your device browser to connect to the mobile browser application.
  • Next, access the global navigation menu and look for a Download link. Click this link to download the application. If this link is not visible, a downloadable application is not available for your device.

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.

All text messages will come from, and should be sent to 96865

Yes, you can use both options from the same phone. To do so you will need to enroll for each option prior to use.

Text Banking will work on any text message (SMS) capable phone from one of our supported carriers.

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.


CUB Text Banking Commands

NOTE: You can check for additional available commands by activating your phone and sending C to 96865.

The enrollment process for SMS Text Banking requires you to login to Online Banking, go to the Welcome drop down, select All Services & Settings, select Mobile Management and follow the instructions to retrieve an activation code. The activation code will be required to begin using SMS Text Banking on your device.

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’, or check back later, as new carriers will be added over time.

Mobile Check Deposit

Mobile Check Deposit is a convenient, easy way to deposit checks from your mobile device into one of your accounts. With the Citizens Union Bank Mobile Banking app on your iPhone®, iPad®, or Android®, you can take a photo of your check, enter the check information and securely submit your deposit for processing.

Mobile Check Deposit is FREE to eligible customers. There may be charges associated with text messaging and data usage on your device. Check with your wireless carrier for more information.

Checking and savings accounts are eligible for Mobile Check Deposit.

All users should first download the latest version of the app from iTunes®, Apple® App Store or Google Play®. After successfully completing the login process, simply tap the global navigation button located in the upper left-hand corner of the application. Select the “Check Deposit” option to begin your Mobile Check Deposit. Only those that are eligible for Mobile Check Deposit will be able to continue the deposit process after login.

Eligible Devices Include:

  • iPhone® (3G or higher with iOS 6.0 or higher). Older iPhones® and devices without a camera are not supported.
  • iPad® (2 or higher with iOS 6.0 or higher). iPad® Mini is also supported (with iOS 6.0 or higher). Other iPad® versions and devices without a camera are not supported.
  • The iPod Touch® is not supported at this time.
  • Android® (2.2 or higher) with a rear-facing camera that supports auto focus.

You must also download and install the latest version of the Citizens Union Bank Mobile Banking app from iTunes®, Apple® App Store or Google Play®.

Currently, deposit limits are defined by Citizens Union Bank.

Successfully submitting your check image with your mobile device will begin the deposit process. However, the processing time to complete the deposit may vary. Funds deposited before the daily cut-off time as determined by Citizens Union Bank on a banking business day (every day except Saturdays, Sundays and Federal Holidays) are normally available for withdrawal on the first business day after the day of the deposit. If you transmit an item after the cut-off time, or on a day we are not open, we may consider that the deposit was made on the next business day we are open. Check your deposit history on the “Recent” tab within the application to see your deposit status.

  1. Sign in to the Citizens Union Bank Mobile Banking application.
  2. Tap the global navigation button located in the upper left-hand corner of the application.
  3. Select the “Check Deposit” option.
  4. Select the “Recent” tab and navigate to your check.
  5. Click on a single deposit to view the available transaction detail.

After successfully submitting a deposit with Citizens Union Bank Mobile Check Deposit, it is advisable that you keep all original documents in a safe place for personal records.

  • U.S. Treasury checks, Savings bonds, Money Orders, Traveler’s Check and Canadian checks are not allowed.
  • Checks must be made payable to only you. Joint checks or checks made payable to “Cash” are not allowed.
  • Checks must not be drawn on a foreign bank or payable in a foreign currency.
  • Checks must not be altered on the front of the check in any way.
  • Checks must have an authorized signature. Demand drafts or remotely created checks are not allowed.
  • Checks must not be dated more than six months prior to the date of deposit.
  • Checks must not have previously been returned stop payment or account closed.

  • Your check should have a valid account number and check number.
  • Before you begin, properly endorse your check with your signature. The endorsement should read: For Mobile Deposit Only & include the account number of the account holder.
  • Sign in to Mobile Banking, tap the global navigation button located in the upper left-hand corner of the application, and select the “Check Deposit” option.
  • Select the “Deposit” button and navigate to the check deposit screen. You will need to complete the check deposit form in order to submit your deposit request. Note: “Continue” will appear disabled until all required fields are completed.
  • You should make sure your check is placed on a dark, flat, well-lit surface.
  • Select either the “Front” or “Back” camera icon to take a photo of your check.
  • Align the check image with the Camera viewfinder frame. Be sure to take a photo of the check side that matches the helper text: “Front” or “Back” in the viewfinder.
  • Tap the camera icon in the viewfinder to take the picture. If the preview looks correct, select the “Checkmark” button. If not, simply tap the red “Redo” button and try again.
  • After you have successfully taken the “Front” and “Back” photos of your check, you will see small thumbnail image previews on the check deposit screen.
  • In the “Amount” field, enter the amount of the check you are depositing. Be certain the entered amount matches the amount on the check.
  • Tap the “Deposit To” field to select a deposit eligible account.
  • After all the required fields are completed, the “Continue” button will appear enabled.
  • Enter your email address in the “Email Receipt To” field if you would like to receive an email receipt of your deposit request.
  • Review your entries and select the “Continue” button to complete the form.
  • Select the “Approve” button to finalize and submit your deposit request.

Troubleshooting

Typically, you should receive a text message within a few minutes after enrolling for SMS Text Banking, however sometimes mobile carriers experience delays which slow down text message delivery. While waiting, make sure your phone has a wireless signal. In addition, be sure you entered the correct phone number under Mobile Management in Online Banking. If you still do not receive it, try to enroll again. If the problem continues, contact your wireless carrier to be sure “short code text messaging” is enabled on your phone.

Activation codes expire after a specific period of time (usually 24 hours). If you need a new one, return to Mobile Management in Online Banking and request a new activation code.

If you get a new mobile device or change phone numbers, be sure to return to Mobile Management in Online Banking and update your mobile device profile. We recommend removing your old device and re-enrolling your new device.

Yes. Follow the enrollment and download instructions above to enroll a new device for either the native or mobile browser banking applications. Visit Mobile Management in Online Banking and simply add another device for SMS Text Banking.

At the time of enrollment, a “cookie” is stored on your device’s browser which allows the Mobile Banking system to remember that you enrolled. The cookie is only visible by the Mobile Banking system and does not contain personal information. Some devices may require you to enable cookies or periodically erase them, requiring re-enrollment. If you are experiencing this issue, check your device 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 device.

If you are concerned about misuse of your device, contact your mobile service provider immediately to stop all wireless service. Additionally, login to Online Banking and disable or remove your device from Mobile Management under All Services & Settings.

Yes. If you get a new mobile device or change phone numbers, be sure to return to Mobile Management in Online Banking and update your mobile device profile. We recommend removing your old device and re-enrolling your new device. Follow the enrollment and download instructions above to enroll a new device for either the native or mobile browser banking applications. Visit Mobile Management in Online Banking and simply add another device for SMS Text Banking.

Yes. Some financial institutions require that customers reset their Online Banking passcode periodically. If you do not reset your Online Banking passcode as required by your financial institution you will be unable to perform certain Mobile Banking functions.

If you’ve exceeded your institution’s maximum number of failed login attempts in Mobile Banking, you must login to Online Banking and reset your passcode. Once your passcode has been reset in Online Banking, you will be able to successfully login to Mobile Banking with your new passcode. Please note that temporary passcodes set by your financial institution are not recognized in Mobile Banking. If you are provided a temporary passcode, please login to Online Banking to create a permanent passcode before returning to Mobile Banking.