Mobile Banking FAQ

Quick links to question categories:

General

Enrollment

Text Messaging

Mobile Browser

Downloadable Application

Mobile Check Deposit

General Questions

Which accounts can I access in Mobile Banking?

You may access any account accessible through your Online Banking service.  In addition, when you enroll in Mobile Banking, you may choose which accounts you want to access.

How current is the account and transaction information?

When you view your account balance, you see the current available balance.  When you view transaction history, you see the most recently posted transactions.  Pending transactions may appear.  Mobile Banking has a real time connection with Online Banking.

Is Mobile Banking secure?

To ensure the safety and privacy of your account information, we provide some key security features in Mobile Banking:

  • Unique Activation Code – We send you a unique activation code to verify your phone number.  This code associates your mobile phone with your account.  This verification also lets you know your mobile phone number has been successfully registered in our system.
  • Authentication – You are authenticated for every interaction with Mobile Banking.
  • Encryption – We use 128-bit encryption for all transactions.
  • Auditability – We provide full audit capabilities through event logs and event-based reporting.
  • No Identifiable Information – We do not return any personally identifiable information in a text message, such as your full account number, e-mail address, or personal address.  We never ask for or include your user ID or password in any message we send.

Is my personal or financial information stored on my phone?

No. We do not save any files with your personal or financial information on your phone.  That information stays strictly within Online Banking.  For some phones, such as a BlackBerry, we have logo and branding files that we copy to your phone.  Those files do not contain any personally identifiable information.

Can I add more than one mobile phone?

Yes.  You may register several mobile phones for Mobile Banking.  To add a new phone, log in to Online Banking and access Mobile Banking under Services.  Click on ‘Manage Devices’, then on the ‘My Devices’ page, select ‘Add New Device’.

What if my phone number changes?

If your mobile phone number changes, log in to Online Banking and access Mobile Banking under Services. Click on ‘Manage Devices’, then on the ‘My Devices’ page, find the old phone number and select the option ‘Change my phone number’.

What if my phone is lost or stolen?

If your mobile phone is lost or stolen, no one can access your account without knowing your password, and, in some cases, your unique user name.  To prevent unauthorized access to your account, you may deactivate your phone in Mobile Banking.  Log in to Online Banking and access Mobile Banking under Services.  Click on ‘Manage Devices’, then on the ‘My Devices’ page, find the phone number and select the option ‘Stop using this device for Mobile Banking’.

Which phones can I use for Mobile Banking?

We support hundreds of models for these major brands through our entire Mobile Banking services: iPhone, BlackBerry, HTC, LG, Motorola, Nokia, Pantech, Samsung, Sanyo, and Sony Ericsson.  We support phones on a number of different operating systems, including (but not limited to) Android, Blackberry, iOS, Symbian, Windows Mobile, Linux, Palm webOS, and Maemo.  Currently, only iPhones and Androids may use the downloadable App.

How do I stop using Mobile Banking on my phone?

To stop using Mobile Banking on your phone, log in to Online Banking and access Mobile Banking under Services.  Click on ‘Manage Devices’, then on the ‘My Devices’ page, find the phone number and select the option ‘Stop using this device for Mobile Banking’.

Can I Use Mobile Banking on My iPad or Tablet?

You may be able to utilize the personal website link you receive upon enrollment of your phone in the mobile browser option on your iPad or tablet. However, we encourage you to continue accessing your accounts through BankofOakRidge.com using your iPad or tablet’s browser to achieve the optimal user experience.

Enrollment Questions

How do I enroll in Mobile Banking?

To utilize any Bank of Oak Ridge Mobile Banking features, please be sure you have first enrolled in Online Banking from our website.

How to enroll in Text Messaging and Mobile Browser options from Online Banking

  1. Login to Online Banking
  2. Go to Services > Mobile Banking
  3. Click on Enroll
  4. Accept Terms and Conditions and click Continue
  5. Select Time Zone, accounts you wish to display on your mobile, and create account nicknames
  6. Enter mobile phone number
  7. Select Text Messaging and/or Mobile Browser
  8. Activation code will be sent via text to the phone number entered
  9. Enter the activation code in and click Activate
  10. Receive two texts:
    a. One text will state that Text Banking is activated
    b. Another text with a link to launch the Mobile Browser will be sent if that service was selected

How to Download the App from an App Store

  1. Open the app store on your phone
  2. Click on the search option within the app store
  3. In the search field, type in “Bank of Oak Ridge” and click search
  4. Download the Bank of Oak Ridge app
  5. Click on the app icon from the phone
  6. Login with the same username and password used with Online Banking

How to Download an App from Online Banking

  1. Login to Online Banking
  2. Go to Services > Mobile Banking
    a. If you are not already enrolled in Mobile Banking, you will need to complete the enrollment process
    b. If you are already enrolled, you will want to click on ‘Manage Devices’, which will take you into the mobile options
  3. From the ‘My Devices’ tab, locate your phone number and from the dropdown to the right of the number, choose ‘Download the application’ and click Go
  4. Click on the link sent to your mobile phone via text message
  5. Download the Bank of Oak Ridge app
  6. Click on the App icon from the phone
  7. Login with the same username and password used with Online Banking

Do I have to agree to the Terms and Conditions to use Mobile Banking?

Yes, you must read and accept our terms and conditions.  If you have any questions about the points of our terms and conditions, contact Client Connect at 336-644-9944.

Can I register multiple users to the same phone?

For security reasons, only one user may register per phone.  However, once you complete the enrollment process, you may add more phones to your account.

I received my activation code but never used it.  What do I do now?

Your activation code expires 24 hours after we send it to you.  However, you may request a new activation code.  Go to Online Banking and access the Mobile Banking pages.  On the ‘My Devices’ page, find the phone number and select the option ‘Get new activation code’.  We will send you a text message with a new activation code.

I have not received the activation code on my mobile phone.  What should I do?

Check the mobile phone number entered during enrollment.  If it is correct, here are some other options for resolving the issue:

  • Verify that your mobile phone is on and able to receive text messages.  Check with your mobile service carrier if you are not sure you can receive text messages.
  • Contact your mobile service carrier and make sure your phone can send and receive messages to and from a standard U.S. short code.
  • Request a new activation code.  Go to Online Banking and access the Mobile Banking pages.  On the ‘My Devices’ page, find the phone number and select the option ‘Get new activation code’.  We will send you a text message with a new activation code.

If you still have issues with the activation code, contact Client Connect at 336-644-9944 for assistance.

If I am currently enrolled in Mobile Banking, do I need to re-enroll?

Yes.  We have updated our Mobile Banking services to include new Mobile Browser, Text Messaging, and Downloadable Application options.  As part of this update, anyone using our past Mobile Banking services would need to re-enroll.

Text Messaging Questions

What do I need to use the text messaging service?

To use Mobile Banking’s text messaging service, you must:

  • Have an Online Banking account.
  • Have a mobile phone that supports SMS text messaging and short codes.
  • Register for Mobile Banking and select the text messaging service.

Why are my Mobile Banking text messages coming from <31727>?

You receive all Mobile Banking text messages from <31727>.  To make it easier to recognize our text messages, add us to your contact list with the short code <31727>.

What is a short code?

A short code is a shortened version of a phone number.  A short code is generally five or six numbers in length. Five-digit short codes range from 20000 to 99999; six-digit short codes range from 222222 to 899999.  You can send and receive text messages from a standard U.S. short code as well as a traditional phone number.

What do you mean when you say “standard messaging charges may apply?”

Every mobile service carrier has a different rate plan for text messaging and data services access.  You may be charged per use, or pay a flat rate for unlimited usage each month.  You may also have different fees for text messaging and data services access.  Please contact your mobile carrier directly if you are not sure what fees you will be charged to use Mobile Banking.

Where do I send my text messages?

Send all text messages to <31727>.

What are the text messaging keywords and how do I use them?

Keywords are the text messages you send to request account information or ATM and branch locations.

Account Balance Requests
Keywords:  B, BAL, BALANCE, or BALANCES

Check the balances for all accounts you have registered in Mobile Banking.

Transaction History Requests
Keywords:  STMT, TRAN, or HIST (account nickname)

Check the most recently posted transactions of the account you specify with the account nickname.  For example, TRAN S1.

Keywords: NEXT or MORE
If your transaction history response message ends with “Reply NEXT or MORE,” text NEXT or MORE to view more transactions.

ATM and Branch Location Requests
Keywords:  ATM, BRANCH, or BOTH (address)
Find ATMs, branch locations, or both near an address that you specify.  You may enter:

  • ZIP Code
  • City and ZIP Code
  • City and State
  • Street, City, and State.

For example:  ATM Charlotte, NC

Keywords:  NEXT or MORE
If your ATM and branch location response message ends with “Reply NEXT or MORE,” text NEXT or MORE to view more locations.

Help Requests
Keywords:  HELP or HLP
Provides information about the Mobile Banking keywords.

* If you have registered accounts from more than one financial institution, enter the financial institution’s identifier before the keyword.  For example:  1142 BAL, 1142 HIST, or 1142ATM.

Are the keywords case-sensitive?

No.  Whether you type “BAL” or “bal,” we send a response with your account balance information.

What does a typical request and response look like?

Balance Request: BAL
Sample Response
1142 Mobile Banking Alerts
BAL @ 12/07 2:50pm
CHK1254 C1:  -$3,849.27
CHK5764 C2:  $2,555.02
SAV4254 S1:  $14,116.00
Reply STOP to cancel

Transaction History Request: TRAN CHK1
Sample Response
1142 Mobile Banking Alerts
HIST CHK1
12/07 2:50pm
12/07 PMT $5.55
12/05 WD $50.00
12/01 DP $100.00
Reply NEXT.  Messaging & Data rates may apply.

What should I do if I don’t get a response to a request?

Make sure you are sending text messages to <31727>.  Check the keyword and any additional information required for the request, such as the financial institution’s identifier, account nickname, or address.

May I send a keyword via e mail?

No, keywords and text messages are not supported using e-mail.  The two way feature of our text messages works only with mobile phones.

Why are my results sent as multiple messages?

Text messages are limited to 160 characters.  Sometimes, we cannot send all your account information in one message because it exceeds the character limit.  In this case, we send your account information in multiple messages with no more than five at a time.

I received my results in multiple messages.  Some arrived quickly, but others did not.  Why did it take so much longer for the others to arrive?

If you receive one message, it means we have sent all the response messages to you, and you should receive them shortly.  It may take a few minutes to receive them all, depending on your mobile service.  If you have not received all your messages after a few minutes, please let us know.  If the problem persists, you may want to contact your mobile service carrier.

I have text messaging enabled on my mobile phone.  Why can I not receive Mobile Banking text messages?

Your mobile service carrier may be blocking short codes, or you may have blocked short codes in your phone options.  You must have short codes enabled to use Mobile Banking.  (Short codes are abbreviated phone numbers, usually five digits; we use to send Mobile Banking messages.)  Check your phone options and then contact your mobile service carrier to ensure they are not blocking short codes.

Mobile Browser Questions

What do I need to use the mobile browser service?

To use Mobile Banking’s browser service, you must:

  • Have an Online Banking account.
  • Have a mobile phone that supports web browsing.
  • Have a wireless data plan with your mobile service carrier.
  • Register for Mobile Banking and select the Mobile Browser service.

Mobile Banking is optimized for a wide range of phones – providing a rich and interactive interface on touch screen phones, such as the iPhone and Android, while maintaining a simple and clean interface for a wide range of phones from a diverse set of manufacturers such as Blackberry, Motorola, Nokia, Samsung, and Sanyo.

How do I access the Mobile Banking website?

During registration we send you a unique website address (URL) that is intended only for you.  The website URL will only work on the phones you have registered in Mobile Banking.  Be sure to bookmark this address in your phone’s web browser so you can easily return to it.

I cannot find my link to the Mobile Banking website.  What should I do?

If you cannot find the message that we sent during registration with the unique URL for Mobile Banking, you may request another message.  Go to the ‘My Devices’ page in Mobile Banking through Online Banking, find the phone number, and select the option ‘Get a link to the Mobile Banking website’.

When I click the link for the Mobile Banking website nothing happens. What should I do?

Every mobile phone and mobile network is different, so you may not be able to click on a link in a text message.
Try these troubleshooting tips:

  • Open the text message and click the Send or Go button on your phone to access the website URL.  Then click the address to go directly to the website.
  • Open the text message and write down your unique website URL.  Type the URL in your phone’s web browser to go directly to the website.

If you still cannot access the Mobile Banking website, please contact your mobile service carrier.

Downloadable Application Questions

What do I need to download the Mobile Banking application?

To download the Mobile Banking application, you must:

  • Be enrolled in Online Banking.
  • Have an iPhone running iOS versions 5+ or an Android running OS versions 2.2+
  • Have a mobile phone that supports downloaded applications.
  • Have a wireless data plan with your mobile service carrier.
  • Locate the App in the App Store and download from there or register for Mobile Banking and select the downloadable application service.

I cannot find my link to download Mobile Banking.  What should I do?

If you cannot find the message that we sent during registration with the download link for Mobile Banking, you may request another message.  Go to the ‘My Devices’ page in online banking, find the phone number, and select the option ‘Download the application’ or you may go the App Store and search for the App to download.

When I click the link to download Mobile Banking nothing happens.  What should I do?

Every mobile phone and mobile network is different, so you may not be able to download Mobile Banking to your phone.  If you are having trouble, contact your mobile service carrier to make sure your phone supports application downloads.

Mobile Check Deposit Questions

What do I need to use the Mobile Check Deposit feature?

To utilize the Mobile Check Deposit feature, you must download the Bank of Oak Ridge App to your iPhone or Android smartphone.

After I make my deposit, what should I do with the check(s)?

We recommend holding onto the check(s) until you see the deposit posted to your account.  This will typically occur within two business days.  Continue to monitor your account history until the deposit amount is shown.  At this point, please hold on to your check(s) for at least 14 days before shredding.

I have submitted my deposit and the screen says Deposit Pending.  What does this mean?

The deposit has passed all the real time tests and has been passed down for additional processing and in some cases must be reviewed manually.  Funds will normally be credited within two business days.

I have submitted my deposit and the screen says Deposit Failed. What does this mean?

An error message will be displayed. Some more common error messages are:

  • Cannot read check.  Solution: Retake the photo and hold the camera steady and ensure all four corners are visible
  • Could not find endorsement on back of check.  Solution: Make sure the check is endorsed and retake the photo.
  • This check has already been submitted.  Solution: We cannot accept it again as it has already been accepted.  Check your account history and verify deposits.
  • Poor lighting or contrast detected.  Solution: Please retake the photo with good lighting.
  • Cannot read account data on bottom of check.  Solution: Please retake the photo.  Ensure the camera is in focus and all four corners are visible.
  • The amount you entered did not match the amount detected.  Solution: Please re-enter amount and retake photo.

What happens if I do not see a deposit within two business days?

If you do not see your deposit after two business days, contact Client Connect at 336-644-9944.

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