Mobile Banking Frequently Asked Questions

Mobile Banking

1. What is Mobile Banking?

   Mobile Banking gives the ability to access account information via the Mobile downloadable application (APP) for the iPhone and Android.

2. What if I forget the answer to my security question?

   If you forget the answers to your security questions contact Customer Care at 855.527.4111.

3. How much does this service cost?

   bankESB Mobile Banking is Free, however, there may be charges associated with data usage on your mobile device. Check with your wireless device carrier for more information.

4. Why am I being asked to answer my security questions on my device?

   This may be due to your cookies. When you enroll your mobile device, a cookie is stored on its browser which allows the Mobile Banking system to remember that you activated. The cookie is only visible by bankESBMobile and does not contain any personal information. Some mobile devices may require you to enable cookies or periodically erase them. If you do not have cookies enabled or you have recently erased your cookies, you will be required to answer your security questions. Check your mobile device settings to ensure that cookies are enabled. If cookies are enabled and the issue persists, please contact your mobile provider for cookie support information on your mobile device. Additionally, for added protection, there may be cases where Mobile Banking will request you answer a security question again even though you selected to remember this device. This is for added protection in the case where other security policies trigger the system to request you answer the questions again. If you need assistance please contact Customer Care at 855.527.4111.

5. What happens if I get a new mobile device?

   If you get a new device, for security purposes first delete the app from your old device then simply download the bankESBMobile app on your new device.

6. Is it secure?

   Yes, the Mobile Banking service utilizes best practices from Online Banking, such as HTTPS, 256-bit SSL encryption, registration authentication questions, access with a User ID and Password, security authentication questions, and application time-out when your mobile device is not in use. Only the mobile devices that you personally enroll in the Mobile Banking service can access your accounts. In addition, no account data is ever stored on your mobile device. In the event your mobile device is lost or stolen, the service can be immediately disabled by contacting Customer Care at 855.527.4111.

7. Which wireless carriers are supported?

   We support all the popular U.S. wireless device carriers, including Alltel, AT&T, Sprint, T-Mobile, U.S. Cellular, Verizon and Virgin Mobile.

8. Do I need a data plan with my wireless carrier?

   A data plan is highly recommended, as data usage can become expensive without one.  If you do not have a data plan, please check with your wireless carrier for more information regarding these services. Please note that you are responsible for any charges incurred from your wireless provider.

9. Do I need to have Online Banking to use Mobile Banking?

   Yes, you do need to be an Online Banking customer to take advantage of the Mobile Banking services. You can enroll in Online Banking here.

10. How do I change my bankESB Mobile Banking Password, User ID or Security Questions?

    Once you are signed into your mobile device, use the slide out menu located on the top right to access the menu.

    1. Select the My Profile option
    2. Select the corresponding option you like to change

11. I'm enrolled for Online Banking. Can I use my Online Banking login credentials for Mobile Banking?

    If you are already enrolled in bankESB Online Banking, you may log into the bankESBMobile app with your bankESB Online User ID and Password.

12. What if I forget my password?

    Select Forgot Your Password on the mobile Sign In screen. Answer the authentication fields presented to verify your identity and click Submit to establish your new password.

13. I lost communication/signal during a transaction?

    If you do not receive a confirmation message due to a lost signal, you may verify a transaction by logging back into Mobile Banking. If you need assistance please contact Customer Care at 855.527.4111.

14. Can I use Mobile Banking at any time?

    Yes, Mobile Banking is available 24/7.

15. How do I install the downloadable application?

    1. First, register for bankESBOnline Banking here if you haven't already done so.
    2. Then visit the iPhone or Android app store to download the app and begin the registration process.

16. Is Mobile Banking supported on my mobile device?

    Mobile Banking is supported on all devices with a mobile web browser that supports cookies. In addition, the downloadable application is supported on most iPhone and Android devices.

17. How do I securely leave my Mobile Banking browser session?

    Select the Log Out button in either slide out menu to sign out of Mobile Banking and then close your browser or app.

18. Can someone intercept my Mobile Banking transactions?

    The 256-bit SSL encryption protects your information as it travels from your mobile device to bankESB. The 256-bit SSL encryption technology is the same encryption that safeguards Internet traffic for secure web applications.

19. What are some tips to keep my mobile banking experience safe?

    Here are some tips and general good practices for banking on your mobile device:

    • Download and apply security updates and patches to your mobile browser when they are made available by your wireless provider. These are designed to provide you with protection from known possible security problems.
    • Research your mobile device to determine its vulnerability as some devices are more vulnerable than others.
    • 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.
    • Limit unauthorized access to your mobile phone. Do not leave your mobile phone unattended during an open mobile banking session.
    • Never save your User ID and Password in the mobile phone, in memos, or anywhere on your device.
    • Always remember to log off properly using the "Sign Off" button when you have completed your mobile banking activities.
    • Be aware of the potential for fraudulent mobile banking apps.

20. What if I forget my User ID?

    If you forget your User ID contact Customer Care at 855.527.4111.