Mobile Banking FAQ

(Version: HB_07_2013)

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. How do I access mobile banking on my phone's browser?
  6. I activated mobile banking on my phone's browser. Why am I being asked to activate again?
  7. Is mobile banking supported on my phone?
  8. How do I install the downloadable application?
  9. 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. Is text banking supported on my phone?
  4. Will I receive unsolicited text messages?
  5. 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. Web or App Based Mobile Banking
With Web or App mobile banking, you can access your accounts using either your phone's web browser or by downloading the Hancock Mobile Banking 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), and transfer funds between accounts. 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 “Mobile Banking” in the first row of options. Follow the online instructions to enroll in and activate your mobile phone. Once you’ve activated your mobile phone, you can access Mobile Banking anytime by visiting https://Hancockbank.HB2GO.mobi. Or, 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:

Mobile banking is available on most phones with browsers that support cookies while text banking is available on nearly all mobile devices. The downloadable application is supported on most iPhone and Android devices (as well as other devices). We are working hard to add more devices every day.

Q: How do I install the downloadable application?

A:

Follow these steps to download the Hancock Mobile Banking app:

  • Sign on to Online Banking on your computer and choose "Mobile Banking" from the top row of options. You will be presented with enrollment options as well as instructions for activating your phone.
  • Part of the online instructions will include how to receive a text message to your mobile device from 99544.
  • The text message to your mobile phone should contain the following link https://hancockbank.HB2GO.mobi. Opening a link from a text message varies across mobile devices. Often, this is done by tapping the link or by using a cursor to select the link.
  • If your device is supported, your phone's browser will navigate to a page with a Download link. Select the link to download the application. If your device is not supported, your phone will automatically navigate to the mobile web version of mobile banking.
  • Your mobile device will prompt you when the download is complete.
  • You may be asked to give permission to access the data network when using the app for the first time. Grant permission to proceed.

First-Time Mobile Registration/Download App:

  • Logon to Hancock Online Banking and select the Mobile Banking tab.
  • Click Continue to Mobile Profile to get started.
  • Select Add mobile device, enter your mobile carrier and phone number.
  • Review the Mobile Banking Addendum, check the box I accept the Terms and Conditions of Use and click Enroll.
  • Review your phone number and services and click Continue to activate your phone.
  • Your activation code is displayed on your screen and is valid for 24 hours. Follow the activation instructions displayed.
  • If you are activating Mobile Banking for the first time, you will receive a confirmation message containing a Mobile Banking link (URL). If you have not received the message in 10 min, come back online to the Mobile Banking Center and select Get Activation Code for this phone number.
  • Select the link to launch your mobile device browser and follow the mobile web site instructions to activate Mobile Banking. If you are re-activating Mobile Banking on this mobile device, you may also type the following URL directly in your mobile device browser https://hancockbank.HB2GO.mobi.
  • Click Download the Application on your mobile device and you will be directed to the application on Google Marketplace. Follow the download instructions for your device.
  • Once downloaded, open the application and click on I have one to enter and submit your activation code and phone number.
  • Click Next on the Activation Complete screen.
  • On the Home page, please select View Accounts and enter your online banking ID and Password.

Mobile Registered/Download App:

  • Logon to Hancock online banking and select the Mobile Banking tab.
  • Click Continue to Mobile Profile to get started.
  • Select Get Activation Code and your code will be displayed on-screen.
  • You will receive a confirmation message containing a Mobile Banking link (URL). If you have not received the message in 10 min, come back online to the Mobile Banking Center and select Get Activation Code for this phone number. You may also type the following URL directly in your mobile device browser https://hancockbank.HB2GO.mobi.Please note: if you have already previously activated Mobile Banking in your browser you will be presented with the Home screen with a link to Download the Application.
  • Click Download the Application on your mobile device and you will be directed to the application on Google Marketplace. Follow the download instructions for your device.
  • Once downloaded, open the application and click on I have one to enter and submit your activation code and phone number.
  • Click Next on the Activation Complete screen.
  • On the Home page, please select View Accounts and enter your online banking ID and Password.

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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, Droid 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 the Deposit button at the bottom of your screen and follow the simple instructions. If you are not enrolled in Mobile Banking, simply login to online banking, select the Mobile Banking tab and register your phone and receive your activation code. You will receive a text message with instructions to download the app and activate. 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. (Checks for any amount less than $1.00 will need to be deposited at a branch). Deposits are limited to no more than $2,500 per item/per day and no more than $5,000 per month.

Q: Can my deposit limits be increased?

A:

No. Deposit limits are the same for all customers.

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 Application.

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 the $2,500 per item/per day and $5,000 per month.

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.
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 Mobile Deposit History from your phone. It will show the amount, date and time the deposit was made. Note: Time displayed is ET.
  • Once processed mobile deposits will be listed like any other 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 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: Is Text Banking supported on my phone?

A:

Text Banking is supported on text-capable devices that are on any of the following carriers: Verizon, AT&T, Sprint, T-Mobile and C Spire.

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 check for additional available 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. Mobile phone security software can be purchased from suppliers such as Symantec, McAfee and Kaspersky. 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 calling Customer Service, or by following these steps:

  • 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 all the popular U.S. mobile phone carriers, including AT&T, Boost Mobile, C-Spire (formerly Cellular South), Other/iPod Touch, Sprint Nextel, T-Mobile, U.S. Cellular, Verizon, Virgin Mobile. 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.

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 Text or Mobile Banking on your device. We recommend you print your activation code and installation instructions for easy reference.

Q: How do I get a new activation code?

A:

In order to receive your activation code, you must first login to Online Banking, click on the Mobile Banking tab and then register your phone. You will then receive your activation code.

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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 "Add mobile device."
  • Enter your mobile carrier & mobile number, accept Terms and Conditions and click “Enroll.”
  • Select Text or Mobile Banking (or both) and click “Continue.”
  • Your activation code will appear in red 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. Note, a mobile device may only be linked to one Online Banking relationship.

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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