• Mobile Banking FAQs

Mobile Banking Frequently Asked Questions

General

Mobile Banking

Mobile Deposit

Text Banking

Troubleshooting

How much does this service cost?

Currently, First Tennessee does not charge for the service. However, there may be charges associated with text messaging and data usage on your mobile device. Check with your wireless carrier for more information.

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Is it secure?

Yes, the Mobile Banking service utilizes best practices from Banking Online, such as HTTPS, 128-bit SSL encryption, PIN, or password access and application time-out when your phone is not in use. Only the devices that you personally enroll in the service can access your accounts. In addition, no account data is ever stored on your device. And in the event your device is lost or stolen, the service can be immediately disabled by either going online to the Mobile Banking website or calling us.

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Which wireless carriers are supported?

We support all the popular U.S. wireless phone carriers, including AT&T, Sprint, T-Mobile, and Verizon. If your carrier is not listed when you enroll, select 'Other' and try the Mobile Web option, or check back later, as new carriers will be added over time.

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Do I need a text message or data plan with my wireless carrier?

Yes, a text messaging and/or data plan is typically needed, as data usage can become expensive even with plans if you exceed the limit provided by the plan. Please check with your wireless carrier for more information.

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I'm not enrolled for Banking Online. Can I still use this?

Currently our Mobile Banking is only offered to our Banking Online users. You can enroll now in Banking Online and then when you have your user name and password, and have selected your challenge questions, trust word and trust image, you may immediately begin using Mobile Banking.  

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What is Activation?

Activation is a one-time process that helps protect your security when you are text banking. When you enroll a phone for text banking, you will receive an activation code via text which will be required to begin using Text Banking on your device. We recommend you print your activation code and installation instructions for easy reference during installation.

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Who can I contact if I have questions?

If you need help setting up your Mobile Banking or have questions about how to use it, please call us toll-free at 866-736-0996. Our Mobile Specialists are available seven days a week from 6 a.m. to 12 p.m. EST., or you can access our automated system anytime.

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Can I access Bill Pay Online through Mobile Banking?

Yes, with Mobile Bill Pay, you can pay bills, see payments made, or cancel payments. Before using Mobile Bill Pay, you must set up payees through Banking Online. Mobile Bill Pay is available through Mobile Web Browser and Downloadable Applications. Mobile Bill Pay is not available through Text Banking (SMS). For more information on Bill Pay Online, including how to set up payees, please visit the Banking Online FAQs.

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What is Mobile Banking?

Mobile Banking gives you access to your accounts from your mobile web browser, a downloadable mobile banking application or SMS/text depending on your preference and your mobile device capabilities. All options allow you to: view account balances, search recent account activity, transfer funds between eligible accounts, and find nearest ATM or branch locations.

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How do I access Mobile Banking on my device's browser?

Once you have enrolled for Banking Online, you can access Mobile Banking via your mobile phone's web browser at m.ftb.com.

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How do I sign up for Mobile Banking?

Once you enroll in Banking Online you are automatically enrolled for Mobile Banking. If you prefer to use our Mobile Banking application, you will need to to download it at the appropriate app store for your device type (iPhone, iPad or Android). Once you have downloaded the app, you can log in to Mobile Banking by tapping the app and using your Banking Online username and password at the log-in screen. You will need to authenticate your mobile device with us on the first log in attempt. If you prefer to bank with your phone's web browser, you do not need to download the app. Simply visit m.ftb.com and log in with your Banking Online credentials. If you chose Text Banking when you enrolled, you will be sent a link to activate your phone. Follow the activation instructions to complete set up.

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I activated Mobile Banking on my device's browser. Why am I being asked to activate again?

At the time of activation, a "cookie" is stored on your device's browser, which allows the Mobile Banking system to remember that you activated. The cookie is only visible by the Mobile Banking system and does not contain personal information. Some devices may require you to enable cookies or periodically erase them, requiring reactivation. If you are experiencing this issue, check your device settings to ensure that cookies are enabled. If cookies are enabled and the issue persists, please contact your mobile network carrier for cookie support information on your mobile phone. If you would like to reactivate, text R or RECOVER to 46379.

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How do I optimize my mobile web experience?

Ensure your device's browser has cookies enabled. In addition, enable style sheets for the best viewing experience.

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Is Mobile Banking supported on my device? How do I install the downloadable application?

Mobile Banking is supported on most all devices with a mobile web browser that supports cookies. In addition, the downloadable application is supported on most iPhone®, iPad®, and AndroidTM devices. To download the application, visit the appropriate app store for your device. When you find the First Tennessee Mobile Banking app,  download it as you would any other app for your mobile device.

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What is Mobile Deposit?

Mobile Deposit is a convenient, easy way to deposit checks from your mobile phone into one of your accounts. With the First Tennessee Mobile Banking app on your iPhone, iPad, or Android, you can take a photo of your check, enter the check information and securely submit your deposit for processing. Mobile Deposit eligibility is subject to approval and limits are subject to change. See additional questions regarding eligibility and limits for more information.

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Is there a bank fee to deposit my check with my mobile device?

Mobile Deposit is FREE to eligible customers. All customers are subject to approval. There may be charges associated with text messaging and data usage on your phone or tablet. Check with your wireless phone carrier for more information.

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How do I know if I'm eligible to use Mobile Deposit?

Mobile Deposit eligibility is based on your particular relationship with the bank. Generally, factors such as balances in your accounts, track record of responsible account usage, etc., result in a greater chance of eligibility and higher deposit limits.

To see if you are eligible, please open either the iOS™ or Android™ mobile app. If you are eligible for Mobile Deposit, you will see a Mobile Deposit tab or option, and you will be allowed to start a new deposit. Your current deposit limit is displayed once you click the Start New Deposit button.

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Where can I find the Deposit function within my downloaded app?

All users should first download the latest version of the app from Google PlayTM or the App StoreSM.

Android and iPhone users: When you sign into the app, you will see the main menu screen.Click on the menu button on the top left of your screen.  Eligible customers will see the Check Deposit option.  You should select the Check Deposit option to begin your Mobile Deposit.

iPad users:  When you sign into the app, eligible customers will see the Deposit icon in the top right of your screen.  You should select the Deposit option to begin your Mobile Deposit.

 

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Can I use Mobile Deposit with any mobile device?

Eligible phones include:

  • iPhone (3G or higher) with iOS 4.3 or higher. iPad 2 or higher.  Older iPhones and devices without a camera, such as the first version of iPad are not supported. The iPod touch® is not supported at this time.
  • Android (2.2 or higher) with a camera that supports auto focus.

You must also download and install the latest version of the First Tennessee Mobile Banking app from the App StoreSM or Google PlayTM.

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Are there transaction limits with Mobile Deposit?

Mobile Deposit limits are based on your particular relationship with the bank and are reset on a rolling 7-day cycle to take into consideration your banking activity for that period. Mobile Deposit is subject to eligibility requirements.

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Are my checks deposited immediately?

Successfully submitting your check image with your mobile device will begin the deposit process. However, the processing time to complete the deposit may vary. Funds deposited before 9 p.m. EST on a banking business day (every day except Saturdays, Sundays and federal holidays) are normally available for withdrawal on the first business day after the day of the deposit. If you transmit an item after 9 p.m. EST, or on a day we are not open, we may consider that the deposit was made on the next business day we are open. If your deposit is declined, we will e-mail you the notice by the first business day after the day we receive your deposit. Deposits may be subject to additional case-by-case or exception holds. Check your "Deposit History" to see your deposit status.

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How do I view my deposit history?

  1. Sign in to First Tennessee Mobile Banking and view the main menu.
  2. Select "Deposit Check" and a list of recent deposits will display.
  3. Click on a single deposit to view the available transaction detail.

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What should I do with the hard copies of my checks?

After successfully submitting a deposit with First Tennessee Mobile Deposit, you should retain the original check, or a sufficient copy of the front and back of the item, until final settlement of the item should there be any dispute that the image does not satisfy legal equivalence requirements.

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What types of checks are not eligible for Mobile Deposit?

  • Checks must be made payable to only you. Joint checks or checks made payable to "Cash" are not allowed.
  • Checks must not be drawn on a foreign bank or payable in a foreign currency.
  • Checks must not be altered on the front of the check in any way.
  • Checks must have an authorized signature. Demand drafts or remotely created checks are not allowed.
  • Checks must not be dated more than six months prior to the date of deposit.
  • Checks must not have previously been returned stop payment or account closed.

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How do I deposit a check?

  • Before you begin, properly endorse your check. The endorsement should read: For Deposit Only to FTB Account of <insert your signature>. See the example below. Mobile Deposit Check  
  • Sign in to Mobile Banking and select the "Deposit" tab.
  • Select the "Start New Deposit" button and navigate to the check deposit screen. You will need to complete the check deposit form in order to submit your deposit request. Note: "Continue" will appear disabled until all required fields are completed.
  • You should make sure your check is placed on a dark, well lit, flat surface.
  • Select either the "Front" or "Back" camera icon to take a photo of your check.
  • Align the check image with the Camera viewfinder frame. Be sure to take a photo of the check side that is indicated in the viewfinder.
  • Tap the camera icon in the viewfinder to take the picture. If the preview looks correct, select the "OK" button. If not, simply tap the "X" and try again.
  • After you have successfully taken photos of your check, you will see small thumbnail image previews on the check deposit screen.
  • In the "Amount" field, enter the amount of the check you are depositing. Be certain the entered amount matches the amount on the check.
  • Tap the "Account" field to select a deposit eligible account.
  • After all the required fields are completed, the "Continue" button will appear enabled.
  • Review your entries and select the "Continue" button to complete the form.
  • Select the "Deposit Check" button to finalize and submit your deposit request.

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What is Text Banking?

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 a text command to a shortcode.

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What is First Tennessee's shortcode?

All text messages should be sent to 46379.

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Can I use both Text Banking and Mobile Banking on my phone?

Yes, you can use both options from the same phone. To do so you will need to activate each option on your phone prior to use.

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Is Text Banking supported on my phone?

Text Banking will work on any text message (SMS) capable phone from one of our supported carriers.

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Will I receive unsolicited text messages?

No. You will only receive messages when you specifically request them with one of the Text Banking commands.

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What are the Text Banking commands?

Function   Description
Balance B Summary of available balances for all accounts
History H Summary of recent transactions per account
Command C List of available Text Banking commands
Help HE Help content for Text Banking
Login L Receive a URL for the Mobile Browser website
Stop S Deactivate all text services

NOTE: You can check for additional available commands by activating your phone and sending C to 46379.

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I enrolled my phone number for Text Banking but did not receive a text message. What should I do?

Typically you should receive a text message within a few minutes after enrolling; however, sometimes mobile carriers experience delays that 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 do not receive it, contact your wireless carrier to be sure text messaging is enabled on your phone.

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

Activation codes expire after a specific period of time (usually 24 hours). If you need a new one, return to the Mobile Banking enrollment site (called the Mobile Banking Center) and request a new activation code.

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What happens if I get a new phone or change phone numbers?

If you get a new phone or change phone numbers and want to enable text banking, be sure to return to the Mobile Banking website via your PC and update your phone profile in the Mobile Banking Center. We recommend removing your old phone and re-enrolling your new phone.

If you have purchased a new phone and want to use one of the Mobile Banking apps, simply visit the app center or app store and download the free app. Click on the app, log in using your Banking Online user name and password, then type in your new phone number when requested and you can immediately begin banking via your smartphone.

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

Yes.

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What if my device is lost or stolen?

If you are concerned about misuse of your device, contact your mobile service provider immediately to stop all wireless service. Additionally, sign on to Mobile Banking and disable or remove your device.

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