Mobile Banking Frequently Asked Questions
You may have questions about mobile banking when you first begin and as you try new features. We have put together this list of frequently asked questions to help ease your progress.
Q1: What is mobile banking?*
A1: Mobile Banking provides quick, safe account access from most supported mobile devices. This service makes it easy to see current account balances, view recent transactions, transfer funds between accounts, and locate Cadence Bank branch locations, ATMs and more.
Q2: Does mobile banking require a special phone?
A2: No. We developed Mobile Banking to work with virtually all of today’s mobile phones and the most popular mobile phone service providers. You can use our service if your phone allows text messaging and if you can browse the Internet on your phone.
Q3: Is there a charge for mobile banking?
A3: Currently, Cadence Bank’s Mobile Banking is free of charge. Your wireless telecommunications provider may charge you for data usage. Check with your provider for details regarding your specific wireless plan and any data usage charges that may apply.
Q4: How do I enroll in mobile banking?
A4: To use Cadence Mobile Banking, you must first enroll in Cadence Online Banking. Once enrolled, log in to your Cadence Online Banking account and click on the Other Services tab near the top of the screen. Then click Mobile.
Read and accept the Mobile Banking user agreement and click on the Enroll Now link. Follow instructions for selecting your Mobile Login ID and Mobile PIN, and then enter your mobile number.
After submitting your enrollment information, you will receive several text messages on your mobile device from us confirming your enrollment and providing you with important information to get you started.
Q5: Do I have to have the iPhone® app to use mobile banking?
A5: No, you do not have to have the iPhone® app to use mobile banking.
Q6: Why do the pages on the mobile site look different than the pages on the Cadence website?
A6: Cadence Bank’s Mobile Banking is "device aware". This means that we will attempt to detect the type of smart phone you are using and give you the best presentation to match the screen resolution on your phone. In some cases, your screen may look more like iPhone® screens than a typical mobile web browser.
Q7: What does SMS mean?
A7: SMS stands for Short Messaging Service. It is also called text messaging.
Q8: What number do I send text commands to?
A8: 469228. Tip: Add 469228 to your phone’s contact list for quicker access.
Q9: What text commands can I use with mobile banking?
A9: Our Text Banking Guide lists the commands most frequently used.
Q10: Do I need to capitalize my text commands?
A10: No. Text commands are not case sensitive. Sending “help,” “HELP” or “Help” are all permitted.
Q11: How much will I be charged for each text received?
A11: Your provider will charge you a standard SMS rate (AT&T, Verizon, Cellular South, etc.). Standard/other charges may apply depending upon your contract. Cadence Bank is not responsible for these charges.
Q12: How do I cancel my mobile banking service?
A12: To cancel, log in to your Cadence Online Banking account and click the Other Services tab and then click on the Mobile tab. Select Un-Enroll and this will deactivate your account.
You can also text one of the following commands to 469228:
STOP, STOP ALL, CANCEL, END, QUIT or UNSUBSCRIBE
Q13: What happens if I change my phone number?
A13: If you switch to a new mobile number, sign in to your Cadence Online Banking account and click the Other Services tab. Then click on the Mobile tab. Select Change Login Details. Follow the directions on the page to submit your new information.
Q14: What should I do if I lose my phone?
A14: As soon as you are aware that your phone is lost you should log in to your Cadence Online Banking account and click the Other Services tab and then click on the Mobile tab. Select Disable Mobile Access and this will deactivate your account. When you find your phone you can then reactivate the service. This will prevent anyone who finds the phone from attempting to access your account.
Q15: I share a user ID for Online Banking with another person. Can we both use Mobile Banking on our phones?
A15: Yes and no. You can share the web portion of Mobile Banking but only one phone number may be set up for SMS Mobile Banking per Online Banking profile. If you both want to use SMS Mobile Banking, then you will have to have separate Online Banking and Mobile Banking profiles.
For all customer support issues, please call Cadence Customer Service.
*Web access is needed to use Mobile Banking. Mobile Banking is only available to customers enrolled in Cadence Online Banking. All terms applicable to Online Banking apply to Mobile Banking. Must have transfers set up previously in Online Banking to use this function in Mobile Banking.
Standard text messaging and data plan rates may apply. Consult your mobile service provider for details on specific fees and charges that may apply for you.
Currently, the Mobile App is only available for BlackBerry® and Apple’s iPhone®, iPad™ and iPod Touch®.
The iPhone®, iPad™, iPod Touch®, Apple logo and iTunes® are all trademarks of Apple, Inc., registered in the U.S. and other countries.
BlackBerry® and related trademarks, names and logos are the property of Research In Motion Limited and are registered and/or used in the U.S. and countries around the world.
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