Mobile Deposit FAQs Q. What is Mobile Deposit?

Mobile Deposit FAQs Q. What is Mobile Deposit? A. Mobile Deposit is a convenient service that enables you to make deposits to your accounts from anywh...
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Mobile Deposit FAQs Q. What is Mobile Deposit? A. Mobile Deposit is a convenient service that enables you to make deposits to your accounts from anywhere, just by using a scanning device or an iPhone® or Android® smart phone from any location with secure Internet access.

Q. Do I need to apply for this service and sign an agreement before I can start using the Mobile Deposit service? A. Yes, you will need to apply to get access to this service. You can sign up for this service one of two ways: Online – sign up via your Online Banking account. In person – visit your local branch Once approved, you must agree to the Terms and Conditions for Mobile Deposit.

Q. How secure is Mobile Deposit Capture? A. Mobile Deposit Capture features multiple layers of security including password protection, Internet firewalls, and 128-bit encryption (256-bit encryption for mobile), the highest level of security available.

Q. What do we need to use Mobile Deposit Capture? A. All you need are the following items: • A PC with a current version of Microsoft® XP or higher and a USB 2.0 port. • A supported desktop check scanner and software. • A high-speed Internet connection. • NECU Online Banking service • NECU Mobile Deposit service • For mobile deposit – a smart phone with internet access

Q What are the benefits of using Mobile Deposit? A. You don’t need to visit one of our branch offices or go to an ATM to make check deposits. You can deposit from anywhere, 24/7.

Q How does Mobile Deposit work? A. Mobile Deposit enables you to deposit checks Mobilely using a scanner-equipped computer and/or smart phone through our Online Banking service. No software or special equipment is required on your computer; the program works with common flatbed or all-in-one style scanners.

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Q. How does Mobile Deposit expedite access to our funds? A. Electronic deposits using Mobile Deposit eliminate the need to physically deliver your checks to the credit union and can extend the deposit window beyond traditional banking hours. Once received by the credit union, electronic items can be processed quicker.

Q. When can Mobile Deposits be issued to the credit union? A. You can transmit Mobile Deposits to us 24-hours a day, 7-days a week, even on weekends and holidays with the exception of the credit union’s routine maintenance downtime. Contact us for details.

Q. When are Mobile Deposit items processed? A. Items received by 3:30 p.m. (EST), Monday – Friday, will be posted the same business day. Items received after 3:30 p.m. will be posted the following business day. For availability of funds, please refer to NECU’s Funds Availability Policy.

Q. Can I choose the account that I want my deposit to post to? A. Yes, you will need to specify the checking or savings account you want the deposit to post to, or it will post to the first account on your membership.

Q. What are the fees for the service? A. Members will not be charged a monthly fee to use Mobile Deposit. If you discontinue Mobile Deposit services and decide to reinstate them you will be charged a one-time service fee (see NECU Fee Schedule).

Q. What types of accounts can I scan deposits into? A. Any of our personal checking or savings accounts.

Q. Can I view a statement or history of deposits? A. Yes. When you are in Mobile Deposit, you will see a “History” link at the top left of your screen.

Q. Can I print out a copy of a Mobile Deposit check? A. Yes, you can print them from your History screen in Mobile Deposit up to 60 days from the date of the transaction. Thereafter, you will need to request a copy just like any other deposited item.

Q. Once approved, how do I log into Mobile Deposit? A. You are “logged in” as soon as you start an Online Banking session. When you reach the welcome page for Online Banking, click on the “Mobile Deposit” icon at the top navigation tab.

Q. Can I still bring check deposits into a branch office? A. Yes. After you are registered for Mobile Deposit online service, you can still make deposits in whatever method is most convenient for you.

Q. What emails should I expect to receive regarding Mobile Deposit? A. You will receive a “welcome” email when you first start using Mobile Deposit. You will also receive an email if a transaction is accepted and/or refused.

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Q. What email address will I see when I receive communications about Mobile Deposit? A. The sending email address will be: [email protected] For some members, these emails may be filtered into “Junk Mail” or “SPAM” folders, so be sure to check those folders periodically.

Q. If I do not receive a confirmation email for Mobile Deposit service, what should I do? A. Your email address that we use for Online Banking is the same address that we use for all email communications to you. Confirm that we have your current email address by emailing us at [email protected], sending us a secure message via Online Banking, or calling 888.436.1847.

Q. What types of checks can I scan for online deposit? A. Single-party domestic checks made payable to the owner(s) of your Northeast Credit Union checking or savings account. IMPORTANT NOTE: These items CANNOT be used with Mobile Deposit and will need to be brought to one of our branch offices: • Savings bonds • Foreign checks • Third party checks • Checks written from your account at another financial institution • Items stamped “non-negotiable” • Incomplete checks • Stale-dated checks (more than 6 months old) • Post-dated checks (dated for a future day) • Any checks that contain evidence of alteration to the information • Checks purporting to be a lottery or prize winning • Checks previously submitted for deposit If you have any questions, email us at [email protected] or call us at 888.436.1847.

Q. What do I do if I have questions about the Mobile Deposit service? A. Online help screens are available during any Mobile Deposit session. You can also email us at [email protected],send us a secure message via Online Banking, or call us at 888.436.1847.

Q. How many checks can be included in one deposit? A. Only one check can be submitted at a time with Mobile Deposit.

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Q. Is there a daily limit to the total deposit amount? A. Yes. There are some limitations in regards to number of items and amounts to be deposited. Please refer to your agreement, or ask a Member Services Representative. There is also a limit on the availability of deposited funds, please refer to NECU’s Funds Availability Policy.

Q. Can multiple deposits be submitted during one day? A. Yes. You can even have several scanning sessions per day. However, there may be limitations in regards to number of checks deposited and total deposit balance. Please refer to your agreement, or ask a Member Services Representative. There is also a limit on the availability of deposited funds, please refer to NECU’s Funds Availability Policy.

Q. How far back can I get copies of the checks I have scanned? A. Mobile Deposit contains copies of checks scanned over the past 60 days. They are available on your History page. If the check was deposited prior to that, you can request a copy by visiting any of our branch offices, emailing us at [email protected] or calling 888.436.1847.

Q. Will holds be placed on checks submitted through Mobile Deposit? A. Yes, there may be. All deposits are subject to the Terms and Conditions in the ACCOUNT INFORMATION brochure you received when you joined the Credit Union. Please refer to NECU’s Funds Availability Policy. Deposits will be held the same way they are held at an ATM.

Q. Can I expect that all checks will scan correctly? A. No. Variation in check sizes, colors and designs can impact the readability of the check. If a check does not scan, the software on your computer or smart phone will advise you. You may bring it to one of our branch offices, or mail it with a checking deposit slip to: Northeast Credit Union, 100 Borthwick Avenue, PO Box 1240, Portsmouth, NH 03802-1240. NOTE: It is for this reason that we recommend that you not destroy your checks for 60 days.

Q. How do we know if the image quality is acceptable? A. The software has an Image Quality Assessment (IQA) tool that automatically identifies checks with missing or unreadable fields.

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Q. When I scan a particular check, I can see the check image, but the written information is blank. Why? A. Some ink colors are too light for scanners to read. This may also be the result of the check having been written with a gel pen. If you are unable to view the written information on your computer screen, you should bring the check to one of our branch offices. If you submit the item through Mobile Deposit, you will receive an email that the check is illegible and needs to be brought into a branch.

Q. What should I do with a check once it has been scanned successfully? A. Store it in a secure location for at least 60 days, then destroy it (preferably with a shredding machine) once you have confirmed in your account statement that the deposit has posted to your account.

Q. Are the check images stored on our local computer or mobile phone? A. No. All electronically deposited items are stored at the credit union for 18 months, not your local computer. Images of scanned checks remain available for viewing via Mobile Deposit on your Online Banking account for a period of time. During this time you may download the images to your local computer or network drive for archival purposes.

Q. I made a deposit in the morning and got an overdraft fee that day. Why? A. Charges for processed checks are posted until 4:00 p.m. If a scanned deposit was included in a batch for a posting time after the debit transaction was presented, the deposit was not yet available to pay the debit transaction, which could result in an overdraft. Debit transactions (debit card, checks, or ACH charges) should not be authorized prior to the time when you have funds available in your checking account. Charges for processed checks are posted until 4:00 p.m. Monday – Friday.

Q. I scanned a check, then I received an email instructing me to bring the check to a branch office. Why? A. The scanned check was outside the criteria for your account. There can be various reasons for this, but generally it would be due to the check being illegible. Therefore, the check should be brought to one of our branches.

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Q. The amount I entered for a deposit is different from the amount I got credit for. Why? A. After reviewing the deposited item, it was determined that the amount entered was different from the legal amount on the check. You should refer to the image on your History page in your Mobile Deposit to verify this information. If you still have a question, email us at us at [email protected] or call us at 888.436.1847.

Q. My transaction says “complete,” but I don’t have a credit in my account. Why? A. Throughout the business day, you can confirm your online deposits by going to the History page in Mobile Deposit. “Complete” in the Mobile Deposit history indicates that the Credit Union’s review of the item has been completed. However, the item may be part of a batch file that not yet been posted to your account. Deposits that have posted will be in the Transaction History on your Mobile Deposit Online Banking checking account page.

Q. I can’t see images of checks/receipts. What are the minimum system requirements for Mobile Deposit? A. The basic equipment specifications for using this online deposit service are: Windows Supported Operating Systems for Home Users Mac or PC with Java SE 6 JRE Supported Windows Browsers IE7 or higher, Firefox 3.6 or higher, Netscape 9.0 (last version released 3/08/10) Supported Mac OSX Browsers OS Version 10.6x (Snow Leopard), Safari 5.0, Firefox 3.5 Other Requirements Twain - Compatible Flatbed Scanner Secure Internet Connection

Q. When I enter Mobile Deposit, a pop-up screen states the scanner is not present. What does this mean? A. If you enter Mobile Deposit and your scanner is not detected, Mobile Deposit informs you that a scanner is not connected and therefore you are unable to scan and deposit a check. However, you will still be able to check your History and view items scanned previously.

Q. My scanner won’t work. What should I do? A. Due to the wide variety of scanners available, we cannot provide technical support for computer or scanning equipment. You should contact the manufacturer to diagnose your scanning problems.

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Q. What do I do if I wish to cancel the Mobile Deposit service? A. Visit your local branch, email us at us at [email protected] or call us at 888.436.1847.

Q. When I enter Mobile Deposit, a pop-up screen states the scanner is not present. What does this mean? A. If you enter Mobile Deposit and your scanner is not detected, Mobile Deposit informs you that a scanner is not connected and therefore you are unable to scan and deposit a check. However, you will still be able to check your History and view items scanned previously.

Q. My scanner won’t work. What should I do? A. Due to the wide variety of scanners available, we cannot provide technical support for computer or scanning equipment. You should contact the manufacturer to diagnose your scanning problems.

Q. What do I do if I wish to cancel the Mobile Deposit service? A. Visit your local branch, email us at us at [email protected] or call us at 888.436.1847.

Q. Why do I keep getting timed out while I’m in a Mobile Deposit session? A. You need to change your time out settings through the User Options of Mobile Deposit Online Banking.

Q. Once Mobile Deposit opens, all I see is a white box with a red X. Why? A. Your version of Java is not high enough to run this application. Click to open the Control Panel on your computer. Click Add/Remove Programs in Windows XP or Programs in Windows Vista. Locate the icon titled Java. Right click and select Properties. This should show you the version number of Java your computer is currently running. If you have a version less than Java 1.6, you will need to download and install a newer version from www.Java.com.

Q. Why doesn’t my scanner appear in the list of available scanners? A. Your scanner must have a TWAIN driver loaded on your computer in order to scan a check. If necessary, contact the manufacturer of your scanner.

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Q. When I click on the receipt or check image icon, nothing happens. Why? A. Your pop-up blockers may prevent the opening of new windows within Mobile Deposit. You will need to turn off these blockers in order to view certain links.

Q. Will Mobile Deposit work with Windows 7? A. Yes, Mobile Deposit works with Windows 7.

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