Frequently Asked Questions

1. Log into Online Banking
2. Select Profile
3. Select Electronic statements
4. Select Electronic next to the account to enroll
5. Select the Terms & Conditions link
6. Go back to the enrollment page and check mark the box and select Enroll

Within the TBK Bank app, you can use the Cards link to:

1. Block Transactions
2. Set Card Limits
3. Set Transaction Limits
4. Add Alerts
5. Block Certain Locations
6. Set a Limit by Merchant

You can manage any personal debit card linked to your TBK Bank account through the TBK Bank app using the Cards link.

From the TBK Bank app select the Cards link on the Accounts screen.

Keep the check in a secure place for 10 business days until you make sure the check is not going to be returned. At that time you should destroy the check.

You can deposit a check up to $2,500.00 and can deposit up to $2,500.00 per day.

The bank sends an email to all customers with a rejected deposited check. The email will alert you that the deposit was not made and will provide an explanation.

Checks that are deposited by 5:00 p.m. Central Standard Time on any Business Day will be processed the same day. Deposits made by mobile deposit will not show up immediately in pending transactions.

TBK Bank has a Tablet App that works for tablets. The tablet app is titled TBK Bank for Tablet.

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

Open the text message and click the Send or Go button on the mobile device to access the website URL.

Click the address to go directly to the website.

Open the text message and write down your unique website URL.

Enter the URL in the device’s web browser to go directly to the website.

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

The mobile service carrier may be blocking short codes or you may have blocked the short codes from the mobile device. Short codes must be enabled to use Mobile Banking. Short codes are abbreviated phone numbers, usually five digits, used to send Mobile Banking messages. Sprint commonly blocks SMS short codes, the customer may need to contact Sprint to have short code 99588 unlocked.

Mobile Banking works with most prepaid plans, but we cannot guarantee that your carrier supports standard U.S. short codes. T-Mobile prepaid does not support short codes. Check with your carrier to determine if they support Mobile Banking.

Mobile Banking works on all major mobile service carriers in the United States: AT&T, Sprint, T-Mobile®, U.S. Cellular®, and Verizon Wireless. Mobile Banking also works on a number of the smaller service carriers, including, but not limited to, Boost Mobile, Cricket Wireless, Metro PCS, Pioneer Cellular, Union Wireless, and Virgin Mobile USA.

Hundreds of models are supported including these major brands: iPhone, BlackBerry, HTC, LG, Motorola, Nokia, Pantech, Samsung, Sanyo, and Sony Ericsson. Phones on a number of different operating systems are supported including, but not limited, to Android, BlackBerry, iOS, Symbian, Windows Mobile, Linux, Palm webOS, and Maemo.

To stop using Mobile Banking on a mobile device, complete the steps in the previous answer to “Deactivate” or “Stop Using a Mobile Device”.

If your mobile device is lost or stolen, no one can access your account without knowing your unique user name and password. To prevent unauthorized access to your account, deactivate your phone through Online Banking. To deactivate a mobile device:

• Log in to Online Banking using your desktop.
• Click Profile

The Profile screen is displayed.

• Scroll to the Mobile banking section.
• Click Manage Devices.

The Mobile Banking Main Menu screen is displayed.

• Select the My Devices tab.
• Locate the appropriate device.
• Select “Stop using this device for Mobile Banking” from the drop-down menu.
• Click Go

The Stop Using This Phone screen is displayed.

• Click Yes.

The Main Menu screen is displayed.

• Close this screen to return to the Online Banking session

Mobile Banking is device oriented. If the mobile device is the same, it does not matter if the phone number has changed. However, don’t forget to change your contact information with the bank.

Several devices can be added to Mobile Banking. To add a new phone, select “Manage Device” in the Mobile Banking section in the Online Banking Profile screen.

The transaction information given in Mobile Banking is the same information found through Online Banking. Information is current.

You can access any personal account set up in Online Banking. Select which accounts you want to access using Mobile Banking during the enrollment process. Some accounts may not have access to all features.

No. Mobile Banking does not save any files with personal or financial information on your mobile device. That information stays strictly within Online Banking. Some phones (e.g., BlackBerry, Android) have logo and branding files that are copied to the mobile device. Those files do not contain any personally identifiable information.

Using the app is the most secure avenue. At a high level, Mobile Banking offers the following security safeguards:

• Authentication – Mobile browser and application solution customers are authenticated for every interaction with any Mobile Banking component. Customers are authenticated by username and password or by utilizing existing login credentials.
• Encryption – 128-bit encryption is used for all transactions within Mobile Banking and payment systems.
• Fraud – Mobile Banking incorporates mechanisms such as transaction validation and transaction reconciliation processes to detect fraud.
• Availability/Resilience – Mobile Banking is protected against malicious attacks through software and server security measures.
• Auditability – Mobile Banking provides full audit capabilities through event logs and event-based reporting.

You can enroll at any time. To enroll a phone in Mobile Banking, follow the steps below.

• Log in to Online Banking.
• Click the Profiles button.
• Scroll down to the Mobile banking
• Click Enroll and follow the prompts.

If you Declined the option, it will show up again in 180 days; if you chose Ask me later, it will show up again in 60 days.

Mobile Banking enables any consumer with consumer online banking to access their account information from a mobile device. Mobile Banking offers three ways to access accounts:

• Send a text message using a mobile device
• Use a mobile browser on a mobile device
• Download the TBK Bank application to a mobile device (available for iPhone or Android enabled phones and tablets only)

The user can choose any or all of these options. Ability to access depends on the capabilities of the mobile device.

1) SMS Text Messaging Service

Requirements:

To use the SMS text messaging service, the mobile device must send and receive text messages to and from a short code (99588). Most mobile devices are capable of sending and receiving text messages. Please note that some mobile service carriers charge for outgoing text messages or for each message sent and received.

Use the SMS text messaging service to:

• Check account balances (BAL)
• Review recent account activity (HIST)

2) Mobile Browser Service

Requirements:

To use the mobile browser service, the mobile device must have an Internet browser and may require a data service plan. Access Mobile Banking by using the link sent by SMS text message during the enrollment process.

Use the mobile browser service to:

• Check account balances
• Review recent account activity
• Transfer money between accounts
• Pay bills
• Change and cancel pending payments
• Find ATM and branch locations

3) Downloadable Application (available for iPhone or Android enabled phones and tablets)

Requirements:

To use the Mobile Banking downloadable application, the mobile device must have an operating system that supports application downloads and may require a data service plan. Download the Mobile Banking application using the link sent by SMS text message during the enrollment process or visit the Apple or Google app store to retrieve the app.

Use the downloadable application service to:

• Check account balances
• Review recent account activity
• Make deposits (certain restrictions apply)
• Transfer money between accounts
• Pay bills
• Manage the debit cards attached to your account
• Change and cancel pending payments
• Find ATM and branch locations

Businesses must be a Business Banker user and have an iPhone or Google Android device with a data service plan or Wi-Fi access. Once enrolled, users can accomplish many of the tasks available through Mobile Business Banker using a mobile device.

Users will have many of the same features available in Business Banker. TBK Bank Mobile Business Banker allows businesses to:

• Review activity on accounts like transfers and payments
• Review daily balances
• Transfer between available accounts
• Pay bills using CheckFree Small Business Bill Pay
• Approve dual controlled transactions like wire transfer originations and ACH originations
• Deposit a check into the business account specified

If already enrolled in Online Business Banking, contact Treasury Management at a number listed below to be enrolled in Mobile Business Banker. Once enrolled, users will then be able to download the TBK Bank Mobile Business app directly from either the Apple iTunes Store or Google Play, depending on the mobile device’s operating platform.

• Midwest Division: 563-888-6477
• Western Division: 844-824-2265
• Texas Division: 855-892-2420

Since multiple user IDs can be used to access Mobile Business Banker on one device, users can save their user ID for future use. After the user ID is saved, the option to “Change User” will be shown.

The first time users log in on a mobile device, they will be prompted to answer a security question. This allows users to securely log-in and register the device.

A user’s Mobile Business Banker password is the same as their desktop Business Banker password. If a token is used to log in on a desktop, users will need a token to log in to Mobile Business Banker. At this time, password changes must be done from logging in to Business Banker from the desktop.

To enhance security, Mobile Business Banker will lock access after three (3) invalid Password/Security Challenge attempts. Contact Treasury Management at one of the numbers listed above for assistance.

Log in to Business Banker from a desktop and use the “Forgot Password” feature or contact Treasury Management at one of the numbers listed above.

Contact Treasury Management at one of the numbers listed above to have other accounts added.

Mobile Business Banker services are available 24/7 however, some services may contain processing cutoff times as follows:

• ACH Origination Approvals 5:00 pm CST
• Wire Origination Approvals 3:30 pm CST
• Mobile Business Deposits 5:00pm CST

Mobile Business deposits made by 5pm CST will be reviewed by the bank on that business day. If approved, the deposit will show up in the business account during nightly processing.

Limits are set by the bank based upon the needs of each company. Remote Deposit limits are agreed upon at implementation of RDC/Mobile Deposit. If a business does not already have a limit, one will be set by the bank based upon deposit activity specific to the Company.

After depositing the check using Business Mobile Deposit, please follow these best practice guidelines:

1. Write “Mobile Deposit” on the front of the check.
2. Retain the original check is a secure location for 14 days from the date of deposit. The check should be destroyed after that time, provided the deposit was made to the account.

No. The “Declined Deposits” shown here are deposits that were attempted and declined by the phone. Users will receive an email if the deposit is declined by the bank.

There are no additional fees for using Mobile Business Banker. Depending upon additional Treasury Management services used, fees could apply to the desktop version of Business Banker. For detailed pricing of these fees, please contact your local branch.

No. New vendors are set up in the desktop version of Business Banker. Mobile Business Banker is used to pay vendors that have already been established.

If you have further questions, please contact Treasury Management department at one of the phone numbers listed above.

On our website, under Services< Account Management< Mobile Business Banker

No. Contact your local branch for assistance.

Yes. Alerts can be received by email or text.

Alerts can be set up through Online Banking. Select “Alerts” from the Utility Navigation Bar, select the type of alert (checking, savings, loans) and click on “Set Up New Alert”.

To enhance security, your Online Banking profile will be deleted after 90 days of non-use; this can be avoided by logging in beforehand. If your profile is deleted, you may Sign Up Now. Please note that if you use Bill Pay and your Online Banking profile is deleted, future dated Bill Payments will be cancelled and your Bill Pay payees will be deleted as well.

Yes, notifications will often be sent out by email, so please keep your email address updated. To change your email address while logged into Online Banking, click “Options”, scroll to the E-Mail section and click “Edit”; enter your new email address and submit.

The cut off time for internal transfers and loan payments is 6:00 pm CST.

Contact your local branch for assistance.

Use the “Forgot Password” feature which will send your password to your email address we have on file.

To enhance Security, you will be prompted to change your password during your next login.

To enhance security, Online Banking will lock your access after three (3) invalid Password/Security Challenge attempts. Contact your local branch for assistance.

Log into Online Banking and choose “Options.” Then scroll down to the Security Data section and choose “Edit.”

To change the Security Challenge Questions, simply re-enter them in the appropriate fields and change the drop-down boxes if desired. After a change to the Security Challenge Questions, choose “Submit” to save the new information.

In an effort to provide customers with the utmost security in Online Banking, it is a requirement that all Online Banking passwords be changed every 180 days. If it has been more than 180 days since your last password change, a prompt will be made to change the password the next time Online Banking is accessed.

You can access your accounts from any number of computers and there is no limit to which ones you choose to register, however we only recommend registering computers you use on a regular basis.

After correctly answering the Security Challenge Question, you may register your computer by choosing “This is a personal computer. Register it.”

The Security Challenge Information is stored as a cookie on your computer, so if you are presented with a question each time on an already registered computer, then the cookie is somehow being deleted; that is most likely automatically occurring when you close your browser. To check this setting while online, select Internet Options from the Tools menu and go to the Browsing history section of the General Tab. If “Delete Browsing History on Exit” is checked, your cookies are being deleted each time your browser is closed.

Simply uncheck the box if desired. If you ever manually delete your cookies in the future, you will be asked a Security Challenge Question the next time you log into Online Banking.

Please contact TBK Bank at (866) 644-3935 immediately.

When you enter your Username to log into a computer you have already registered, the URL bar will turn green and display a padlock so that you know you can safely proceed with your password. When you enter your Username to log into an unregistered computer, Online Banking will present you with a Security Challenge Question previously chosen by you; after correctly answering the question, you will see the URL turn green and display a padlock so that you know you can safely proceed with your password.

Windows

• IE – 9.0 and above
• Firefox – current version
• Google Chrome – current version

Apple OS X

• Mozilla Camino – current version
• Safari – 6.0 + (Mac OS only)
• Firefox – current version
• Google Chrome – current version

(iPad users can at times access using the Safari browser, however there are no qualified browsers for this application at this time)

(Cell phone users will be unable to use a browser to connect unless they are enrolled in Mobiliti)

Windows Vista and above

Mac OS 10.7 and above

View our tutorial at https://tbkbank.com/personal/services/online-banking/.

Electronic payments can be stopped by choosing the specific payee from the “pending Payments” area in your bill pay page and clicking on Cancel. Payments scheduled to pay out by paper check will have to be cancelled by placing a Stop Payment Order on them at your local TBK Bank branch. The normal Stop Pay fee will be charged.

There is not any automatic correspondence sent out regarding bill payments.

Start by calling Bill Pay Support at 1-855-894-8710 to see if the payment was made. Contact your local TBK Bank office to stop the payment if necessary. Any check payments that are outstanding more than 90 days will be automatically refunded and credited back to the customer’s checking account within 3-5 business days after being stale dated.

The Bill Payments begin building history with your first payment made and will be available for viewing up to 18 months.

Look back at your statements to make sure the payment has been deducted from your account. If you made a payment and your payee has not credited you, contact your local TBK branch for assistance in researching the proof of payment.

Log into your online banking and click on the Bill Pay tab in the Primary Navigation Bar. The list of your Payees along with Pending and Recent Payments will be displayed in your Payment Center. To get more details, choose the Bill Pay History tab and select from several options.

In the Bill Pay “Payment Center” click on the payee name from your list of vendors, the payment assistant will open in the upper right hand corner; compare the address information for payments to a recent bill and if changes are needed click on the Update button to edit.

Schedule the payment for the 31st and schedule the recurrence for monthly. Payments scheduled for the 31st will revert to the last business day of the month. (example: February bills would have paid on the 28th or the last processing day of the month).

Electronic payments will be credited on the date you scheduled for the payment. Payments by check will be received by the payee by the date you scheduled under normal circumstances (holidays and federal office closings are non-processing days for the postal service). It is up to the payee to deposit the check and credit your billing account.

The funds will be withdrawn from your account on the date you selected to have the payment delivered if it is being paid electronically. If the payment processes by check, the funds will be withdrawn when the check is cleared just like a check you have written yourself.

In your Bill Payment screen there will be a box showing your “pay from” account. If you have more than one account available to pay bills from, choose the account from the drop down box.

Once you are enrolled in Online Banking, your Bill Payment enrollment is automatic! You can start paying bills right away. Bill Pay Support is available to our customers 7 days a week from 6am – 12am CST by calling 1-855-894-8710. You can also contact TBK Bank, SSB for assistance at 1-563-344-3935.

Once you are enrolled in Online Banking, your Bill Payment enrollment is automatic! You can start paying bills right away.