FAQ - Mobile Banking

What is mobile banking?

Mobile banking allows you to access your accounts on the go from your mobile phone or other hand-held device.  You can easily access your balance information, transfer funds to other credit union accounts, pay bills, make a mobile deposit and even find a branch or ATM near you. Download our mobile banking app from the App Store or Google Play.

What is the difference between mobile banking and BranchLine?

BranchLine is our online banking service which is accessed from a desktop or laptop computer.  BranchLIne allows you to verify account balances, transfer funds between credit union accounts, transfer funds to another financial institution, pay bills, view and print eStatements, set account alerts, order checks and much more. 

Mobile banking provides you with access to the most popular online banking features from a mobile phone or tablet.  You can verify accounts balances, transfer funds between credit union accounts, pay bills and make a mobile deposit simply by taking a picture of a check.  Download our mobile banking from from the App Store or Google Play.

Do I need to register to access mobile banking?

If you already have a BranchLine password, you are already registered for mobile banking.  You will use your BranchLine password for mobile banking.  If you do not have a password, please click on the First-Time Users link under the BranchLine log in box or call a member service representative at (888) 858-6878.

During your first login to mobile banking, you will be asked to enter a unique PIN during the registration process.  This PIN will be sent to your email address that we have on file.  All subsequent logins will only require your regular BranchLine password. 

How do I access mobile banking?

Simply download our mobile banking app from the App Store or Google Play.  If you already have a BranchLine password, you will use the same password for mobile banking.  If you do not have a BranchLine password, click on the First-Time Users link under the BranchLine log in box or call a member service representative at (888) 858-6878.. 

Is mobile banking free?

Yes, our mobile banking service is free.  However, charges from your service provider for internet usage and downloads may be applicable.  Contact your mobile service provider for details. 

Is mobile banking secure?

Yes.  Mobile banking has the same security procedures as BranchLine.  All data is protected by TLS (Transport Layer Security) encryption technology which provides a high level of security for protecting confidential transmissions of data over the Internet. However, as with any electronic banking service, you should still observe reasonable security precautions and never share your account number or password with anyone.  Like any computer, your web-enabled cell phone or smart phone is susceptible to viruses, malicious sites and applications. Please be sure to use the same caution when opening emails, clicking on links and surfing the web via your phone as you do with your computer. 

Will my account information reside on my device?

Your account number will be stored on the mobile banking app, but your accounts will not be accessible without your password.

Can I view all of my accounts on mobile banking?

All of the accounts normally available to you through BranchLine are available through mobile banking.

What happens if I lock myself out of mobile banking?

If you’ve forgotten your password and get locked out of mobile banking because of too many invalid attempts, your BranchLine access will also be locked. To unlock both of these, you can call a member service representative at (888) 858-6878 or click on the Forgot Password link in BranchLine.

What if my device is lost or stolen?

Please call a member service representative at (888) 858-6878, so that we may assist you. We recommend that you change your BranchLine password immediately and contact your mobile carrier to suspend your device service. If your mobile device is stolen, no one can access your account information without your account number and password. As always, whenever there is a possibility of unauthorized access to your account, you should watch your account closely to ensure unauthorized transactions do not appear.

Note: Do not store personal information on your mobile device. For extra security, you can enable the "LOCK" feature on your mobile device.

How current is the balance information?

Account information is current in real-time through mobile banking.

Can I use multiple mobile devices to access mobile banking?

Yes, up to ten mobile devices can be registered with our mobile banking service.

Can I transfer money from my Pacific Service CU accounts to another bank or credit union account?

No, not with mobile banking.  Funds can only be transferred between Pacific Service CU accounts. However, transfers to other institutions can be made through BranchLine.

Can I access mobile banking when I'm overseas?

Yes, however, data roaming charges may apply.  Contact your mobile service provider for details.

What happens to my session if my device locks from inactivity?

For security reasons, the mobile banking session will expire after 10 minutes of inactivity. Also, if you navigate away from the mobile banking session, you will automatically be logged out of the current mobile banking session.

I don't have a cellular data plan - can I still use mobile banking?

Yes, as long as your phone is a “data-enabled” phone. Additional charges may apply from your service provider.  Contact your mobile service provider for details.

Does my wireless carrier support mobile banking and which devices are supported?

We aren’t aware of any carriers that do not support Pacific Service CU's mobile banking service on their networks. Mobile banking is currently supported on these devices.

Can I safely recycle or dispose of my device if it has mobile banking on it?

Yes.  Generally accepted security practices indicate all mobile devices should be "wiped" before they are disposed of or recycled.  Check with your device manufacturer or carrier for procedures specific to your device.

What is mobile deposit?

Members can deposit checks using their mobile device with our mobile banking app.  Mobile deposit is a free service. Simply take a picture of the front and back of your check and submit it for deposit.  There is no need to visit a branch or ATM.

Is mobile deposit available to all members?

Mobile deposit is available to members in good standing.

Is mobile deposit available to members through BranchLine using their desktop computer and scanner?

No. Mobile deposit is only available with our mobile banking app and a mobile device.

Do members have to enroll in mobile deposit?

Yes, members will be asked to accept the Mobile Banking Agreement the first time they log into mobile banking and/or accept update(s) to our mobile banking app.

Can mobile deposit access be revoked?

Yes. The credit union reserves the right to revoke access to mobile deposit at any time and without prior notice.

Can members deposit to any savings or loan account with mobile deposit?

Members may use mobile deposit to deposit into a savings account - savings, money market or checking account. Deposits (payments) to loans, certificates or IRA accounts are not permitted through mobile deposit.

What types of checks may members deposit through mobile deposit?

Domestic checks made payable to the member and/or owner of the account may be deposited using Mobile Deposit.  Checks must be endorsed and will be rejected if they are incomplete, made payable to a third-party, or stamped non-negotiable or are Savings Bonds.  Specific information about what is accepted may be found within the Mobile Banking Agreement

How should members endorse the back of the check?

If members don’t endorse the back of the check, the mobile deposit will not go through. Endorsements should include the member’s signature, their account number and share ID and the words “For Mobile Deposit Only”.

What do members do with the original check if they’ve deposited it using mobile deposit?

To ensure the check is successfully deposited, members should retain the original check for fifteen (15) days to before destroying the check.  By endorsing the check “For Mobile Deposit Only”, this will help the member to easily identify checks that they have already deposited using mobile deposit.  This is a completely electronic process; therefore, members do NOT need to mail the original check(s) to the credit union.

If a member uses mobile deposit to deposit their check(s), when are funds made available?

Checks deposited through mobile deposit will be made available for withdrawal and/or use in accordance with the terms and conditions of your Funds Availability Policy.

Is there deposit limits associated with mobile deposit?

Yes. To ensure members are aware of this, the daily deposit limit is displayed for the member above the “deposit amount” field and before they take a picture of their check. Limits may change at any time without prior notice.

How will members know when a mobile deposit has been credited to their share account?

Members may check to see if their mobile deposit is deposited and applicable holds, if any, through BranchLine.  Typically, deposits are made in “real time” and may be seen immediately following the deposit.

What if the check is not immediately credited to the member’s account?

This means the check may have had an error and is under “review.” If we are unable to deposit the item, the member will be sent communication explaining issue and will be asked to deposit the item in one of our branches.

What if a member deposited the check to the wrong account using mobile deposit?

Once the member has confirmed the funds have been successfully deposited, they may make a transfer within mobile banking or BranchLine.

What are the system requirements for mobile deposit?

Members must comply with the hardware and software requirements set forth by the credit union, which can be amended from time to time, including: Android users must upgrade to the latest Android OS before using mobile deposit, and iPhone users must use a device with a camera and OS above 2.4 (this includes all iPods with cameras and OS above 2.4, iPad 3, and iPad 4). All other iOS devices, and Android devices running an outdated operating system, will not support mobile deposit.

How does a member use mobile deposit?

Once the member accepts the Mobile Banking Agreement, they can select mobile deposit from the mobile banking menu.  They choose the account they want to make a deposit to, enter the amount of the check and then take a picture of the front and back.  Once this is completed, the member hits “Submit”! It’s that simple!

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