Mobile Banking FAQ

(Version: HB_11-17-14)

Mobile Banking

Mobile Banking
 
  1. What is Mobile Banking?
  2. What account types can I view with Mobile Banking?
  3. What transactions can I initiate with Mobile Banking?
  4. How do I sign up for Mobile Banking
  5. I activated mobile banking on my phone's browser. Why am I being asked to activate again?
  6. Is mobile banking supported on my phone?
  7. How do I install the downloadable application?
  8. How much does this service cost?
Mobile Check Deposit
 
  1. What is Mobile Check Deposit?
  2. How do I sign up for Mobile Check Deposit?
  3. Is there a fee for Mobile Check Deposit?
  4. What accounts can I make deposits to?
  5. Are there any deposit minimums or limits?
  6. Can my deposit limits be increased?
  7. Can I deposit checks using Text Banking or the Mobile Banking Browser?
  8. How many checks can be included in one deposit?
  9. Can I make multiple deposits in one day?
  10. When will my deposits be credited to my account?
  11. What do I do with my check after I receive confirmation that the image has been received for deposit?
  12. What types of checks can I deposit?
  13. Where can I see mobile deposits I have made?
  14. How do I endorse my deposit?
Text Banking
 
  1. What is text banking?
  2. Can I use text banking and mobile web or app banking on my phone?
  3. Will I receive unsolicited text messages?
  4. What are the text banking commands?
General
  1. Is Hancock Mobile Banking secure?
  2. Which mobile phone carriers are supported?
  3. Do I need a text message or data plan?
  4. I'm not enrolled in Online Banking. Can I still use Mobile Banking?
  5. What is Activation?
  6. How do I get an activation code?
Troubleshooting
  1. I enrolled my phone number but did not receive a text message. What should I do?
  2. I received an activation code but never used it. What do I do now?
  3. What happens if I get a new phone or change phone numbers?
  4. Can I use Mobile Banking or Text Banking on more than one phone?
  5. What if my phone is lost or stolen?

More questions? Contact us at: 1-800-448-8812

When contacting customer service, please use a telephone other than the cell phone you use for Mobile Banking. This will allow for easy processing of your request.

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Mobile Banking


Q: What is Mobile Banking?

A:

Mobile Banking allows you to access your accounts using your mobile phone.

1. App or Web Based Mobile Banking
iPhone and Android users can download the Hancock Mobile Banking App. If Apps are not available for download to your mobile device use the Web App. Both are fast and secure ways to visit your financial information.

2. Text Banking
Use your phone's texting feature to bank on the go. Texting simple commands to Hancock's short code (99544) gives you a fast and easy way to view your account balance or get a summary of recent transactions.

Q: What account types can I view with Mobile Banking?

A:

With Hancock Mobile Banking, you can access information for Checking, Savings, CD's, Credit Card and Loan Accounts.

Q: What transactions can I initiate with Mobile Banking?

A:

Mobile Banking allows you to view your balance, view transaction history, pay bills (Web / App only), deposit checks (App only) and schedule or immediately transfer funds between accounts (Web / App only). You can also use mobile banking to locate Hancock Bank branches and ATMs!

Q: How do I sign up for Mobile Banking?

A:

Logon to your Online Banking account and select the Mobile Banking tab at the top of the page. Follow the online instructions to enroll and activate your mobile phone. If you are activating Mobile Banking for the first time, download the App from the App store. If Apps are not available for download to your mobile device use the Web App link in your confirmation text message. You may access Mobile Banking anytime by visiting https://Hancockbank.HB2GO.mobi. If you would like assistance enrolling in Mobile Banking, feel free to contact Customer Service.

Q: How much does this service cost?

A:

There is no bank service charge for Mobile Banking. Check with your mobile provider regarding message and data rates that may apply.

Q: I've already activated my phone. Why am I being asked to activate again?

A:

During activation, a "cookie" is stored on your phone's browser. This allows the system to remember that your phone has already been activated. Some phones may require you to enable cookies or periodically erase them, requiring re-activation. If you are experiencing this issue, check your phone settings to ensure that cookies are enabled. If enabled, and the issue persists, consider using an alternative mobile web browser with strong cookie support, such as Opera Mini (which can be found by visiting mini.opera.com on your phone's browser).

Q: Is Mobile Banking supported on my phone?

A:

The downloadable application is supported on most iPhone and Android devices (as well as other devices). Web App is available on most phones with browsers that support cookies while text banking is available on nearly all mobile devices.

Q: How do I install the downloadable application?

A:

Follow these steps to download the Hancock Mobile Banking app:

  • iPhone and Android users download the App from App store.
  • To use the App for the first time, complete the registration of your mobile device. Use the activation code provided for your first logon. (a new activation code is needed if not used within 24 hours).

If you are unable to download apps to your mobile device:

  • Use the Web App by completing the registration of your mobile device online. Use the activation code provided for your first logon. (a new activation code is needed if not used within 24 hours).
  • Select the Web App link in your confirmation text message.
  • You may also access Mobile Banking anytime by visiting https://hancockbank.HB2Go.mobi.

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Mobile Check Deposit


Q: What is Mobile Check Deposit?

A:

Mobile Deposit enables you to deposit checks electronically by simply taking a photo of the front and back of the check with your iPhone, Android or other Smartphone using our Mobile Banking App.

Q: How do I sign up for Mobile Check Deposit?

A:

If you are already using the Mobile Banking App, simply select Check Deposit from the menu (menu button top left corner) and follow the instructions. If you are not enrolled in Mobile Banking, download the App from the App store, login to onine banking, select the Mobile Banking tab and register your phone and receive your activation code. Not enrolled in online banking – enroll now.

Q: Is there a fee for Mobile Check Deposit?

A:

Mobile Banking and Mobile Check Deposit are free. However, check with your wireless carrier for any data usage charges that may apply.

Q: What accounts can I make deposits to?

A:

You can deposit into your Hancock Bank checking, savings, or money market accounts.

Q: Are there any deposit minimums or limits?

A:

Yes. $1.00 is the minimum amount that can be deposited with Mobile Check Deposit. Your deposit limits can be found on your Mobile Banking profile page. To access your Mobile Banking profile, logon to Online Banking and select the Mobile Banking tab.

Q: Can my deposit limits be increased?

A:

No. Your deposit limits can be found on your Mobile Banking profile page. To access your Mobile Banking profile, logon to Online Banking and select the Mobile Banking tab.

Q: Can I deposit checks using Text Banking or the Mobile Banking Browser?

A:

No. Mobile Check Deposit is only available with the Mobile Banking App.

Q: How many checks can be included in one deposit?

A:

One.

Q: Can I make multiple deposits in one day?

A:

Yes as long as you do not exceed your monthly deposit limit. Your deposit limits can be found on your Mobile Banking profile page. To access your Mobile Banking profile, logon to Online Banking and select the Mobile Banking tab.

Q: When will my deposit be credited to my account?

A:

  • Deposits made before 7:00 p.m. CT Monday through Friday will be available the next business day. Deposits made after 7:00 p.m. CT will be made available the 2nd business day. Note: Mobile deposits may be held if we get notification from the paying bank that funds may not be good. If the deposit is held you will be notified by email.
Q: What do I do with my check after I receive confirmation that the image has been received for deposit?

A:

Once funds have been made available in your account, write "ELECTRONICALLY DEPOSITED on date" across the front of the check to avoid the risk of re-depositing. The date should be the month, day, and year you submitted the deposit. Store in a secure place for 30 days after your deposit and then destroy.

Q: What types of checks can I deposit?

A:

You can deposit checks payable in U.S. dollars and drawn at any U.S. bank, including personal, business, and government checks. They must also be payable to, and endorsed by the account holder.

International checks, U.S. savings bonds, U.S. postal money orders, Traveler’s Checks, remotely created checks (whether in paper form or electronically created), convenience checks (checks drawn against a line of credit), and cash are not eligible for Mobile Deposit.

Q: Where can I see mobile deposits I have made?

A:

  • You can view your mobile check deposits by clicking on the menu button in the top left corner. Choose Check Deposit then the Recent tab. It will show the amount, date and time the deposit was made. Note: Time displayed is ET. Once processed the transaction description will read, mobile check deposit in your transaction history and on your statements.
Q: How do I endorse my deposit?

A:

You may only deposit checks made payable to you. Sign the back of your check and include For Deposit Only and the Hancock Bank Account Number.

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Text Banking


Q: What is Text Banking?

A:

Text Banking gives you access to your accounts via text (SMS) messages on your phone. It's a fast, easy way to look up account balances or recent account history by sending text command to a short code a special telephone number used to address text messages. (Note, at this time, Text-Only Mobile Banking cannot be used to transfer funds or to access Bill Pay).

Q: Can I use Text Banking and Mobile Web or App Banking on my phone?

A:

Yes, you can use both options from the same mobile device. To do so, you will need to activate each option in Online Banking.

Q: Will I receive unsolicited text messages?

A:

No. You will receive text messages when you specifically request them by sending one of the Text Banking Commands.

Q: What are the Text Banking commands?

A:

Texting Commands:

Texting Commands

NOTE: You can view commands by activating your phone and sending C to the shortcode 99544.

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General


Q: Is Mobile Banking Secure?

A:

Yes, Hancock Bank Mobile Banking (HB2GO) utilizes best practice security measures such as HTTPS, 128-bit SS encryption, PIN or password access and application time-out when your phone is not in use. Only the phones that you personally enroll can access your accounts. In addition, we recommend that users protect their smart phones by installing security software on their phones. Such software generally includes a firewall, anti-virus, anti-spyware and anti-malware protection and the ability to trace and wipe clean your phone in the event it is lost. Consult your mobile carrier or the Mobile App store for software providers. Users should also guard against phishing attempts by visiting and downloading applications only from known and trusted sites.

In addition, no account data is ever stored on your phone.

In the event that your phone is lost or stolen, your mobile banking service may be immediately disabled by following the steps below or contacting Customer Service:

  • Access Online Banking
  • Click “Mobile Banking” tab in the top row of options
  • Continue to “Mobile Profile”
  • Select “Remove this mobile device”
  • Click “Continue.”
Q: Which mobile phone carriers are supported?

A:

We support most U.S. mobile phone carriers. If your carrier is not listed when you enroll, select "Other".

Q: Do I need a text message or data plan?

A:

Yes, a text messaging and/or data plan is typically needed. Please check with your mobile carrier for more information.

Q: I'm not enrolled in Online Banking. Can I still use Mobile Banking?

A:

You must be enrolled in Online Banking to enroll in Mobile Banking.

Q: What is activation?

A:

Activation is a one-time process used to register your phone for mobile banking. After you register a phone, you will receive an activation code which will be required to begin using Mobile or Text Banking on your device. For easy reference you may print your activation code and installation instructions.

Q: How do I get a new activation code?

A:

Follow the steps below:

New Enrollments:

  • Access Online Banking on your computer
  • Click “Mobile Banking” tab in the top row of options
  • Click “Continue to Mobile Profile”
  • Click add mobile device
  • Select mobile carrier from the drop down box
  • Enter mobile phone number
  • Read and accept terms and conditions
  • Click enroll
  • Choose mobile and or Text Banking
  • Click continue
  • Your activation code will display on the next screen

New device or change phone number:

  • Access Online Banking on your computer
  • Click “Mobile Banking” tab in the top row of options
  • Click “Continue to Mobile Profile”
  • Remove device
  • Follow new enrollment steps above

Activation codes expire if not used in 24 hours. If you need a new activation code follow these steps:

  • Access Online Banking on your computer
  • Click “Mobile Banking” tab in the top row of options
  • Click “Continue to Mobile Profile”
  • From the Mobile Banking Center, select “get activation code”
  • Your activation code will display on the next screen

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Troubleshooting


Q: I enrolled my phone number, but did not receive a text message. What should I do?

A:

Typically, you should receive a text message within a few minutes after enrolling. However, sometimes mobile carriers experience delays which slow down text message delivery. While waiting, make sure your phone has a wireless signal. In addition, be sure you entered the correct phone number on the enrollment site. If you still have not received a text message, send your activation code to 99544. Wait for a few minutes to receive a text message indicating that you have been activated. If you do not receive the text message, contact your mobile carrier to be sure text messaging is enabled on your phone.

Q: I received an activation code but never used it. What do I do now?

A:

Activation codes expire after 24 hours. If you need a new one, follow these steps:

  • Access Online Banking on your computer.
  • Click “Mobile Banking” tab in the top row of options.
  • Click “Continue to Mobile Profile.”
  • From the Mobile Banking Center, select "Aget activation code"
  • Your activation code will appear on the next screen.
Q: What happens if I get a new phone or change phone numbers?

A:

If you get a new phone or change phone numbers, be sure to return to Online Banking on your computer and update your phone profile by accessing the Mobile Banking tab. We recommend removing your old phone and re-enrolling your new phone.

Q: Can I use Mobile Banking or Text Banking on more than one phone?

A:

Yes. An account may be accessed by multiple phones. Visit Online Banking and click "Mobile Banking" and enroll and activate another phone number.

Q: What if my phone is lost or stolen?

A:

In the event that your phone is lost or stolen, you should immediately disable your mobile banking access by following these steps:

  • Access Online Banking.
  • Click the “Mobile Banking” tab in the top row of options.
  • Continue to "Mobile Profile."
  • Select “Remove this mobile device” and click “Continue.”

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