Frequently Asked Questions About Mobile Banking
Is Mobile Banking secure?
Mobile Banking employs industry best practices with regards to security. It has been assessed against industry security criteria by a number of independent system security experts.
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 for single sign-on.
- Encryption - 128-bit encryption is used for all transactions within Mobile Banking and between Mobile Banking and our other banking 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 hardening measures.
- Audit Ability - Mobile Banking provides full audit capabilities through event logs and event-based reporting.
Is my personal or financial information stored on my phone?
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.
Which accounts can I access using Mobile Banking?
You can access any account you have set up in online banking. You select which accounts you want to access using Mobile Banking during the enrollment process.
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 do not display.
Can I add more than one mobile phone?
Yes. You can enroll several mobile devices for Mobile Banking. To add a new phone, see the Mobile Banking Enrollment section below.
What if my phone number changes?
If your mobile phone number changes, simply update your mobile phone number in Mobile Banking. To update the mobile phone number, see the How To Change a Phone Number section below.
What if my phone is lost or stolen?
If your mobile device 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 can deactivate your phone in Mobile Banking. To deactivate your mobile device, see the How To Deactivate or Stop Using a Mobile Device section below.
How do I stop using Mobile Banking on my phone?
To stop using Mobile Banking on your mobile device, see the How To Deactivate or Stop Using a Mobile Device section below.
Which phones can I use for Mobile Banking?
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.
Which mobile service carriers support Mobile Banking?
Mobile Banking works on all major mobile service carriers in the U.S.: 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.
I have a prepaid plan, can I use Mobile Banking?
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.
Is there a fee for Mobile Banking?
No, there is no fee for Mobile Banking however, your mobile carrier may charge for internet access and/or Text messages. Please note message and data rates may apply.
If I do not have a smart phone will I still be able to use Mobile Banking?
Absolutely, Mobile Banking has three distinct delivery channels available to meet the varying and evolving needs of our customers:
- SMS or Text Messaging - uses text messages to obtain account specific information (e.g., available balance, pending transactions) and return the information to your mobile device.
- Mobile Browser or WAP - uses the browser on your mobile device to perform transactions, make payments, locate ATMs and more.
- Downloadable Application - uses Touch Banking a mobile application that is downloaded and installed on your mobile device to perform mobile banking and payment transactions.
- Please note message and data rates may apply.
If I download the app, but it is not working what do I do?
There could be several reasons it isn't working. 1) if you enrolled without going through online banking it will not work (this ensures the highest level of security); or 2) if you enrolled through online banking but did not use the provided link, it will not work. 3) the link was not activated soon enough and it expired.
You will simply need to re-enroll by going through online banking at www.anbank.com, Simply go to the options tab and follow the steps. You will be sent a link that you will need to use immediately to set it up correctly.
What if I have tried everything and still need help?
Quickly get help and answers to your questions by calling Customer Service during normal business hours at 1-800-279-0007, 402-457-1077 in Omaha, or 1-712-328-2449 in Council Bluffs or 1-402-420-1818 in Lincoln.
