Credit Union Banking FAQs | RBFCU (2024)

Am I getting charged every time I receive an Alert?

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Are older devices supported by the RBFCU Mobile app?

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Older devices that are unable to run the latest operating system (OS) versions may not receive the OS security updates needed to run the RBFCU Mobile app. If you have an older device or you choose to use an older OS version on your device, you may not be able to access or use all the features available in the RBFCU Mobile app.

Additionally, only certified devices are supported by the RBFCU Mobile app. If you need assistance with your device, please contact your mobile carrier or device’s manufacturer.

If you have an older mobile device, you can still access your Online Banking account by visiting rbfcu.org on your device’s browser.

Can any type of check be scanned for Mobile Deposit?

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You can only scan single-party domestic checks made payable to the owner(s) of the account.

Members are not permitted to deposit the following items via Mobile Deposit, per the Mobile Deposit User Agreement:

1. Any item drawn on my Account or my affiliate's Account at RBFCU.
2. Any item that is stamped with a "non-negotiable" watermark.
3. Any item that contains evidence of alteration to the information on the check.
4. Any item issued by a financial institution in a foreign country.
5. Any item that is incomplete or inconsistent.
6. Any item that is "stale dated" (more than six months from its date) or "postdated" (dated in the future).
7. Any third party check, (i.e., any item that is made payable to another party and then endorsed to me by such party).
8. Any item previously submitted for deposit.
9. Any item that is a traveler’s check or savings bond.
10. Any item that is not payable in United States currency.
11. Any item payable to any person other than me or entity other than you.
12. Any item payable to two (2) or more persons not alternatively, unless deposited into an account owned by all payees.
13. Any item authorized over the telephone or otherwise lacking the original signature of the person authorizing the check (such as a remotely created check).
14. Any item that is an electronically created item (such as an item that did not exist in paper form).

Can I access my account if fingerprint or face recognition don't work on my phone?

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Can I add more than one checking account in Bill Pay?

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To manage your checking accounts or add another account to RBFCU Bill Pay:

1. Sign in to your Online Banking account or the RBFCU Mobile app.
2. Select “Move Money” from the menu.
3. Select “Pay a Bill.” Bill Pay will open in a new tab.
4. Select the “Accounts” tab.
5. Select “Add RBFCU account” and enter your account information to complete.

Can I change my username, password, or security questions and answers from the RBFCU Mobile app?

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Yes. To change these security settings:

1. Sign in to the RBFCU Mobile app.
2. Tap the profile icon in the top-right corner of the screen.
3. Tap “Profile Settings.”
4. Tap “Security Center.”
5. Select “Username,” “Password,” or “Security Questions and Answers” and follow the prompts to change the setting.

Can I change or delete a 'Favorite'?

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To delete a Favorite, visit the Transfer Money to Myself or Joint page in your Online Banking account, and select “Remove Favorites” at the bottom of the screen.

To delete a Favorite in the RBFCU Mobile app:

1. Sign in to the RBFCU Mobile app.
2. Tap “Move Money” in the bottom menu.
3. Tap “Transfer/Send Money,” then “Send Money to Myself or Joint.”
4. Select “Remove Favorites” at the bottom of the screen and follow the prompts.

Please note: You cannot edit a Favorite at this time. If you need to change a Favorite, please remove it and add it again with the correct information.

Can I opt out of sign-in Alerts for my Online Banking account?

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Can I request to increase my daily/monthly Mobile Deposit limit?

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Can I reset my username or password from the RBFCU Mobile app?

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Can I schedule a recurring transfer within my account or to another RBFCU account holder?

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Yes.

To set up a recurring transfer to one of your RBFCU accounts, visit the Transfer Money to Myself or Joint page in Move Money in your Online Banking account.

To set up a recurring transfer to another person’s RBFCU account, visit the Send Money to Someone Else page in Move Money in your Online Banking account.

Complete the transfer details, and tap “Schedule for Future.” You’ll be given options to choose a transfer “Frequency,” “Start Date” and “End Date” to set up a recurring transfer.

To set up a recurring transfer in the RBFCU Mobile app:

1. Sign in to the app.
2. Tap “Move Money.”
3. Tap “Transfer/Send Money.”
4. Select whether you’d like to send money to “Myself or Joint” or “Someone Else.”
5. Complete the transfer details, and tap “Schedule for Future.” You’ll be given options to choose a transfer “Frequency,” “Start Date” and “End Date” to set up a recurring transfer.

Can I set up a recurring payment using my external account?

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You can, but first you’ll need to link and verify your external account using Plaid.

1. Select the “Move Money” menu in Online Banking or the RBFCU Mobile app.
2. Select “Make a Payment.”
3. Select “Add Other Account,” then “External Account.”
4. Enter your external account details and select “Add External Account.”
5. You’ll be asked to validate your account through Plaid while initiating the recurring payment.

Can I transfer to an account at another financial institution?

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Yes. If you’re transferring funds to another person’s account, you will need the account holder’s name, their account number, their financial institution’s routing number and their account type to complete the transfer details.

Click here to sign in to your Online Banking account and set up a transfer to an external account, and enter the required information to complete.

To set up a transfer to an external account in the RBFCU Mobile app:

1. Sign in to the RBFCU Mobile app.
2. Select the “Move Money” menu.
3. To create a new transfer, select “Transfer/Send Money,” then “Send Money to Someone Else.”
4. Select “Account.”
5. Select “Add Other Account” and enter the details.
6. If you send to this account frequently, check the “Add to Favorites” box to save it for next time.

Do I have to accept the Terms and Conditions to use the RBFCU Mobile app?

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Do I have to use MFA with my Online Banking account?

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Do I need to include a deposit slip with my check when using Mobile Deposit?

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Does the RBFCU Mobile app use push notifications for account Alerts?

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No. The RBFCU Mobile app uses push notifications to alert you regarding sign-in attempts from an unrecognized device, to update you on the status of loan applications, and for activity in the STAR program.

Account Alerts — those that notify you to transactions made on your RBFCU accounts by type and amount —are sent via email and text message. Visit the “Set Alerts” page in your Online Banking account to manage your Alerts.

To manage Alerts in the RBFCU Mobile app:

1. Sign in to the app.
2. Select the profile icon in the upper-right corner.
3. Select “Set Alerts.”
4. Select the type of Alert you’d like to manage from “Account & Loan Alerts,” “Card Alerts” or “Other Alerts.”
5. Choose an account and follow the prompts to set your Alert preferences.

How can I cancel Bill Pay?

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How can I clear the data and cache for the RBFCU Mobile app?

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To clear the data and cache for the RBFCU Mobile app on an Android device:

1. Open “Settings.”
2. Tap “Apps.”
3. Tap the RBFCU Mobile App.
4. Tap “Storage.”
5. Tap “Clear Data.”

While Apple devices don’t have a specific option to clear cached data, restarting your device may resolve any issues you may be experiencing. If restarting doesn’t work, uninstalling and reinstalling the RBFCU Mobile app will clear all data.

How can I enroll in electronic statements for my credit card online?

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To enroll in electronic statements for your credit card:

1. Sign in to your Online Banking accountor the RBFCU Mobile app.
2. Select your credit card on the Account Summary page.
3. Select “View Transactions” on the Credit Card Activity page to open the credit card servicing website.
4. Select “Statements.”
5. Select the toggle next to “Paperless statements" to switch it to “On.”
6. Verify your email address, and follow the prompts to complete enrollment.

Please note: You will only be enrolled in electronic statements for your credit card. This will not apply to your other RBFCU accounts.

How can I enroll in RBFCU Bill Pay?

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To enroll in Bill Pay:

1. Sign in to your Online Banking account or the RBFCU Mobile app.
2. Select “Move Money.”
3. Select “Pay a Bill.” Bill Pay will open in a new tab.
4. In the “Account Number” field, select the appropriate account.
5. After reading the Terms and Conditions, select the “I agree to the Terms and Conditions” box.
6. Click “Enroll.”
7. If you get the “Help us protect you” dialogue box, select call or text to receive the temporary code. After you get the code, enter it in the box and click “Verify Code.”
8. On the “Take care of your bills in 3 easy steps” screen, add or update the appropriate information.

How can I locate my nearest RBFCU branch or ATM using the RBFCU Mobile app?

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To locate your nearest RBFCU branch or ATM:

1. Sign in to the RBFCU Mobile app.
2. Tap the + button at the bottom of the screen to view your options.
3. Tap “Contact Us.”
4. Select “Locate a Branch or ATM” to open the location search.

How can I manage permission settings for the RBFCU Mobile app on my device?

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You can change permissions to allow or deny apps to use various features on your phone, such as your camera or contacts list in your phone’s Settings.

Please note: Settings can vary by phone. For more information, contact your device’s manufacturer.

For Apple users:

1. Open the Settings app on your device.
2. Scroll down to the list of apps at the bottom, and choose the RBFCU Mobile app (listed as “RBFCU”).
3. Here, you can choose to enable or disable permissions for specific app features.

For Android users:

1. From the Home screen, swipe up to access “All Apps.”
2. Find and open the Settings app.
3. Tap “Apps & Notifications.”
4. Tap the RBFCU Mobile app (listed as “RBFCU”). If you can't find it, first tap “See all apps” or “App info.”
5. Tap “Permissions.” Here, you can enable or disable permissions for specific app features by tapping a feature, then choosing “Allow” or “Deny.”

How can I view my investments and accounts through RBFCU's Online Banking and the RBFCU Mobile app?

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To view investments and accounts through our Online Banking platform at rbfcu.org or the RBFCU Mobile app, start by signing in and selecting “Explore Products” on the navigational toolbar. Then select “Investments.” (For mobile app users, tap the plus sign icon (+) at the bottom, select “Explore Products” and then click the “Investments” card.)

Follow the prompts, and from there, your investments and accounts will automatically appear.

How do face and fingerprint options work with the RBFCU Mobile app?

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The RBFCU Mobile app’s “Remember Me” option allows you to use face or fingerprint (biometric) options to identify and authenticate you when signing in to your account.

Once you enable Remember Me within the app, you will be prompted to sign in with your username and password at least once to verify. Your username and password will be captured, and you can sign in using a biometric option starting next time you sign in.

How do I access Mobile Deposit from the RBFCU Mobile app?

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How do I activate my debit or credit card in the RBFCU Mobile app?

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Watch this video to learn how to activate and manage your cards using the Manage Cards feature in your Online Banking account:

How do I adjust the refresh interval for the RBFCU Mobile app widget?

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On Android devices, you can adjust how often the RBFCU Mobile app widget is refreshed. This option is not available on Apple devices.

To adjust the refresh interval on your Android device:

1. Open the RBFCU Mobile app and, before you sign in, look for “Quick Balance” at the bottom of the sign-in screen.
2. Tap “Quick Balance” to bring up the feature. Tap the settings (gear) icon on the right to open the Settings on your phone.
3. Tap “Widget refresh interval” under “Widget Settings,” then choose a refresh interval of every ½ hour, hour, 2 hours, 4 hours, 8 hours or on demand.

“Widget Settings” for the RBFCU Mobile app in Settings:

“Widget Refresh Interval” options for the RBFCU Mobile app in Settings:

How do I contact RBFCU from the RBFCU Mobile app?

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To contact RBFCU by chat or phone:

1. Sign in to the RBFCU Mobile app.
2. Tap the + button at the bottom of the screen to view your options.
3. Tap “Contact Us.”
4. Select “Start Chat” or “Call Member Services.”

How do I deposit checks with a digital camera?

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To deposit checks with a digital camera:

1. Sign in to your Online Banking account to visit the Mobile Deposit page.
2. Select your account.
3. Choose “Continue with website?”
4. If needed, read the “Registration” instructions and select “I Agree,” then click “Continue.”
5. Using a digital camera, take a picture of the front and back of the check and download images to your device.
6. Click “Add New Deposit.”
7. Click “Load” to upload the file.
8. Select “Submit.”

How do I deposit checks with a scanner?

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To deposit checks with a scanner:

1. Sign in to your Online Banking account to visit the Mobile Deposit page.
2. Select your account.
3. Choose “Continue with website?”
4. If needed, read the “Registration” instructions and select “I Agree,” then click “Continue.”
5. Using a scanner, make scans of the front and back of the check.
6. Click “Add New Deposit.”
7. Click “Load” to upload the file.
8. Select “Submit.”

How do I deposit checks with my smartphone or tablet?

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1. Sign in to the RBFCU Mobile app, and tap “Mobile Deposit” at the bottom of the screen.
2. Select the account where you’d like to deposit the check from the drop-down menu at the top of the screen.
3. Sign your name on the back of the check and add “For mobile deposit only.”
4. Tap the “Front” and “Back” camera icons to take photos of the front and back of the check.
5. Confirm the deposit amount shown in the app matches the amount written on your paper check.
6. Click “Submit” to complete your deposit. The RBFCU Funds Availability Policy applies to all deposits.

How do I disable MFA with an authenticator app?

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How do I download the RBFCU Mobile app?

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To download the RBFCU Mobile^® app:

• On an Apple^® device: Click here from your device, or search “RBFCU” on the App Store^®
• On an Android™ device: Click here from your device, or search “RBFCU” on Google Play™

For full app functionality, please ensure your device is running the latest software. The latest operating systems (OS) versions are required for security updates and will provide the best experience while using the RBFCU Mobile app. The minimum supported OS* to use the RBFCU Mobile app are:

• iPadOS^® 13 or later
• iPhone^® iOS 13 or later
• Android OS 5.1 or later

*Some devices may not be supported due to hardware limitations.

How do I enable a lock screen on my device?

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To enable a lock screen on your device,

1. Open Settings on your device, and set a passcode, finger-swipe pattern, face or fingerprint that will be used to access your device when it’s locked.
2. Restart your device.
3. When your device restarts, you’ll be prompted to put in your new authentication to unlock it.

If you need further assistance enabling a lock screen on your device, click here for Apple^® instructions and click here for Android™ instructions.

How do I enable push notifications for the RBFCU Mobile app?

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For Apple users:

1. From the Home screen, open the Settings app on your device.
2. Scroll down to the list of apps at the bottom, and choose the RBFCU Mobile app (listed as “RBFCU”).
3. Tap “Notifications.”
4. Toggle “Allow Notifications” to on and set your preferences.

For Android users:

1. From the Home screen, swipe up to access “All Apps.”
2. Find and open the Settings app.
3. Tap “Apps.”
4. Choose the RBFCU Mobile app (listed as “RBFCU”) from the list.
5. Tap “Notifications.”
6. Toggle “Show Notifications” to on and set your preferences.

Please note: Currently the RBFCU Mobile app uses push notifications to alert you regarding sign-in attempts from an unrecognized device, to update you on the status of loan applications, and for activity in the STAR program.

How do I get a copy of my Mobile Deposit?

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To view processed a Mobile Deposit:

1. Sign in to your Online Banking account to visit the Mobile Deposit page.
2. Select your account.
3. Choose “Continue with website?”
4. On the Mobile Deposit screen, select the “Deposit History” (folder) icon in the upper-right corner.
5. Select the PDF icon to the right of the deposit you wish to review.

How do I get the RBFCU Mobile app to update automatically?

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For Apple users:

1. Open the Settings app on your device.
2. Tap App Store.
3. Tap the toggle next to “App Update” to turn on automatic updates for all app.

Please note: Enabling automatic updates in the App Store Settings will enable this setting for all apps on your device.

For Android users:

1. Open the Google Play app.
2. At the top right, tap the profile icon.
3. Tap “Manage apps & device.”
4. Tap “Manage” and find the RBFCU Mobile app.
5. Tap on the RBFCU Mobile app’s name to open the app’s “Details” page.
6. On the RBFCU Mobile app’s Details page, tap the three dots in the top right corner.
7. Turn on “Enable auto update.”

Please note: Settings can vary by phone. For more information about your specific device, visit the manufacturer’s website.

How do I know it's RBFCU asking me to verify a sign-in attempt and not a fraudster?

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RBFCU will only ask you to allow or deny access to an unrecognized device when it attempts to sign in to your Online Banking account via push notification or text message. You should only allow devices to access your Online Banking account if you personally own and use them.

Remember: RBFCU employees will never ask you to provide or verify your username, password, security questions and answers, multifactor authentication (MFA) codes, MFA recovery codes or one-time passcodes (OTP) — not via push notification, not via text message, not ever. Also, an RBFCU employee will never need to sign in to your Online Banking account on your behalf. If someone contacts you claiming to be an RBFCU employee and asks you to approve a sign-in request for them, do not respond.

How do I manage text or email Alerts on my account?

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You can turn Alerts on and off on the Set Alerts page in your Online Banking account.

To manage Alerts in the RBFCU Mobile app:

1. Sign in to the RBFCU Mobile app.
2. Select the profile icon in the upper-right corner.
3. Select “Set Alerts.”
4. Select the type of Alert you’d like to manage from “Account & Loan Alerts,” “Card Alerts” or “Other Alerts.”
5. Choose an account and follow the prompts to set your Alert preferences.

Please note: These settings are for managing optional Alerts only, such as those notifying you of transactions made on your RBFCU accounts by type or amount. Other Alerts, such as those notifying you of a sign-in attempt by an unrecognized device or the opening of a new account in your name, are mandatory security Alerts that cannot be disabled.

How do I navigate the RBFCU Mobile app?

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With the RBFCU Mobile app, your personal finances are easy to manage. Watch this video and learn how to use the app’s basic features:

How do I open a checking account from the RBFCU Mobile app?

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To open a new checking account:

1. Sign in to the RBFCU Mobile app.
2. On the Account Summary page, tap “New Account” under “Deposit Accounts.”
3. Verify your address, and tap “Let’s Get Started” to follow the self-service directions.

How do I opt in to receive my statements and documents electronically?

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Visit the Paperless Preference page in your Online Banking account to enroll in electronic statements and documents.

To enroll via the RBFCU Mobile app:

1. Sign in to the RBFCU Mobile app.
2. Tap the + button at the bottom of the screen to view your options.
3. Tap the “View Services” icon.
4. Tap “Paperless Preference.”
5. Check the boxes to agree to the Paperless Preference Agreement and consent to receive electronic documents.
6. Tap the toggle to switch it from “Disabled” to “Enabled.”

To enroll via text message, text PAPERLESS to 968772.

Access to Paperless Statements and Documents is not immediate. You will start receiving your Paperless Statements and Documents beginning with the next statement cycle, which may be up to 30 days from the date you switch your Paperless Preference to electronic delivery. Statements and documents received by mail prior to switching will not be made available electronically, but can be obtained by contacting RBFCU. An Online Banking account is required to sign up for Paperless Statements and Documents.

IRA statements, error resolution notices, tax statements or any additional financial documentation required by law will still be mailed until further notice.

How do I set up fingerprint or face recognition on my device?

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To turn on face and fingerprint (biometric) options on your device, open the “Settings” app, and follow the instructions provided with your device. To enable biometrics options, you’ll also need to set up a passcode lock, if you haven’t already. For additional help enabling biometrics, choose your option/device below:

• Apple^® Touch ID^® instructions
• Apple^® Face ID^® instructions
• Android™ lock screen instructions

After you’ve enabled biometrics:

1. Open the RBFCU Mobile app^®.
2. Enter your username and password.
3. Enable “Remember Me” by tapping the toggle switch under the “Password” field.
4. Tap the “Sign In” button.

Once you enable Remember Me within the app, you will be prompted to sign in with your username and password at least once to verify. Your username and password will be captured, and you can sign in using a biometric option starting next time you sign in.

How do I set up MFA with an authenticator app for my Online Banking account?

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To enable MFA for your account, sign in to your Online Banking account and visit the Multifactor Authentication page, or sign in to the RBFCU Mobile app.

1. After you sign in, select the profile icon
2. Select “Profile Settings”
3. Select “Security Center”
4. Select “Multifactor Authentication (MFA)”
5. Under the “Authenticator App” section, select “Set Up Multifactor Authentication”
6. You will be prompted for an OTP via text message or phone call to verify your identity. Select an option, then enter the code
7. If you haven’t downloaded an authenticator app, you’ll be prompted to choose between Microsoft Authenticator and Google Authenticator. If you’ve already downloaded an authenticator app, select “Next” to skip this step
8. On your device, add a new account in your authenticator app
9. Then, scan the provided QR code or copy the 32-digit written code from your Online Banking account to verify your account in the authenticator app
10. Enter the 6-digit code generated by the authenticator app in Online Banking, select “Enroll” to complete the setup and finally select “Submit”
11. You’re done! You’ll receive a text message and/or email Alert to confirm your enrollment. On the success screen, you’ll be given a 16-digit recovery code. Save this code in a secure location so you’ll still be able to sign in to your Online Banking account in the event you lose access to the authenticator app — for example, if your device is lost, damaged or stolen

After enabling MFA, you can choose to be prompted for a 6-digit MFA code every time you sign in to your Online Banking account. This is optional — but highly recommended — since MFA greatly strengthens your account’s security. To manage this option, visit the MFA page in your Online Banking account.

Remember: RBFCU and RBFCU employeeswill never initiate a phone call, email or text message asking you to provide your authenticator code or recovery code. Do not provide these codes to anyone.

How do I set up sign-in Alerts for my Online Banking account?

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Sign-in Alerts are a security feature that’s automatically included with Online Banking. No action is required on your part to enable sign-in Alerts.

However, there are some settings you can review to ensure RBFCU is able to deliver sign-in Alerts to you:

• Update the RBFCU Mobile app to the latest version: Visit rbfcu.org/update from your device to go to your app store. If you see an “Update” button, tap it to install the latest version of the app.
• Turn on push notifications for the RBFCU Mobile app on your device:
  • For Apple users:
    1. From the Home screen, open the Settings app on your device.
    2. Scroll down to the list of apps at the bottom, and choose the RBFCU Mobile app (listed as “RBFCU”).
    3. Tap “Notifications.”
    4. Toggle “Allow Notifications” to on and set your preferences.
  • For Android users:
    1. From the Home screen, swipe up to access “All Apps.”
    2. Find and open the Settings app.
    3. Tap “Apps.”
    4. Choose the RBFCU Mobile app (listed as “RBFCU”) from the list.
    5. Tap “Notifications.”
    6. Toggle “Show Notifications” to on and set your preferences.
• Opt-in to text messages: You may have opted out of text messages from RBFCU at some point. To opt in to RBFCU text messages, text START to 968772 and 839872. You’ll receive a confirmation letting you know you’ve successfully subscribed to RBFCU text messages.
• Verify we have your current mobile phone number: You can do this in your Online Banking account or in the RBFCU Mobile app:
  1. Sign in and select the “My Profile” icon in the top-right corner.
  2. Select “Profile Settings.”
  3. Select “Contact Settings,” and follow the prompts to update your email address, phone number or mailing address.

How do I transfer money between my accounts with Move Money in the RBFCU Mobile app?

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Watch this video to learn how to make transfers between your accounts using our Move Money feature:

How do I turn off 'Quick Balance' in the RBFCU Mobile app?

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If you've enabled Quick Balance in the RBFCU Mobile app, but no longer wish to use it, you can disable it any time:

1. Open the RBFCU Mobile app and, before you sign in, look for “Quick Balance” at the bottom of the sign-in screen.
2. Tap “Quick Balance” to bring up the feature. Tap the “Settings” (gear) icon on the right to open the Settings on your phone.
3. In the RBFCU Mobile app settings, turn the toggle switch next to “Quick Balance” to the “off” position.

You can also disable the Quick Balance option by going directly to your phone’s Settings, and updating the settings for the RBFCU Mobile app.

Please note: Anyone who uses your mobile device will be able to see your account balances when Quick Balance is enabled.

How do I turn on the 'Remember Me' option in the RBFCU Mobile app?

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The Remember Me option works in two distinct ways, based on your mobile device’s capabilities. To use the feature:

1. Open the RBFCU Mobile app and enter your username and password.
2. Before you tap the “Sign In” button, toggle the “Remember Me” button under the password field to "on."

If your device has both face/fingerprint (biometric) and passcode locks, enabling Remember Me will store your username and password, and allow you to use biometric options or your passcode when signing in.

If your device has a passcode lock only, and is not compatible with biometrics, enabling Remember Me will only store your username. You will still have to enter your password each time you sign in.

Once you enable Remember Me within the app, you will be prompted to sign in with your username and password at least once to verify. Your credentials will be captured, and you can sign in using a biometric option or password next time you sign in.

Remember Me option in RBFCU Mobile app:

Biometric options on Android device:

Apple device with Touch ID:

Apple device with Face ID:

How do I update Google Chrome on my mobile device?

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Click here for instructions on how to update Chrome on your Apple device.

Click here for instructions on how to update Chrome on your Android device.

How do I update my email address, phone number or mailing address with RBFCU?

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You can update your contact information in your Online Banking account or in the RBFCU Mobile app:

1. Sign in and select the “My Profile” icon in the top-right corner.
2. Select “Profile Settings.”
3. Select “Contact Settings,” and follow the prompts to update your email address, phone number or mailing address.

How do I update the RBFCU Mobile app to the latest version?

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To update the RBFCU Mobile^® app to the latest version:

1. Go to the RBFCU Mobile app listing on the Apple^® App Store^® or Google Play™ on your phone.
2. If you see an “Update” button, your app needs to be updated to the latest version.
3. Tap the button to update.

For full app functionality, please ensure your device is running the latest software. The latest operating systems (OS) versions are required for security updates and will provide the best experience while using the RBFCU Mobile app. The minimum supported OS* to use the RBFCU Mobile app are:

• iPadOS^® 13 or later
• iPhone^® iOS 13 or later
• Android™ OS 5.1 or later

*Some devices may not be supported due to hardware limitations.

How do I use Manage Cards in the RBFCU Mobile app?

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Watch this video to learn how to activate and manage your cards using the Manage Cards feature in your Online Banking account:

How do I verify which OS version is running on my mobile device?

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To verify which operating system (OS) version is running on your mobile device:

For iPhone^® or iPad^®, open the “Settings” app, tap “General” and select “About.” Look for “Software Version” to see the iOS version your device is using.

For Android™, open the “Settings” app, then select “About Phone” or “About Device.” Tap “Software information” to see the OS list for “Android Version.”

How do I view my account statements and documents in the RBFCU Mobile app?

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To view your account statements and documents in the RBFCU Mobile app:

1. Sign in to the RBFCU Mobile app.
2. Tap the account for the statement or document you’d like to view.
3. After your Account Activity loads, tap the + button at the bottom of the screen to view your account options.
4. Tap “Statements & Tax Docs” to see your current and previous statements for the account.

Please note: You must be opted in to Paperless Preference to access your account statements and documents in the RBFCU Mobile app. To opt in to Paperless Preference:

1. Sign in to the RBFCU Mobile app.
2. Tap the + button at the bottom of the screen to view your options.
3. Tap the “View Services” icon.
4. Tap “Paperless Preference.”
5. Check the boxes to agree to the Paperless Preference Agreement and consent to receive electronic documents.
6. Tap the toggle to switch it from “Disabled” to “Enabled.”

Access to Paperless Statements and Documents is not immediate. You will start receiving your Paperless Statements and Documents beginning with the next statement cycle, which may be up to 30 days from the date you switch your Paperless Preference to electronic delivery. Statements and documents received by mail prior to switching will not be made available electronically, but can be obtained by contacting RBFCU. An Online Banking account is required to sign up for Paperless Statements and Documents.

IRA statements, error resolution notices, tax statements or any additional financial documentation required by law will still be mailed until further notice.

How does RBFCU's MFA work?

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To use MFA, you’ll need to download an authenticator app to your device. After you set up the authenticator app and enable MFA in your Online Banking account, RBFCU will use MFA to verify high-risk sign-in attempts. For example, if you get a new phone, RBFCU will prompt you to provide your MFA code the first time you try to sign in to your Online Banking account, just to make sure it’s really you. Asking for MFA in these situations lets RBFCU verify your identity, and gives us another line of defense in protecting your account from fraudsters.

You’ll also have the option to use MFA every time you sign in to your Online Banking account, which greatly strengthens your account’s security.

If you’re currently receiving an OTP code or answering a security question every time you sign in to your Online Banking account, enabling MFA will replace these sign-in options.

How long can I view my Mobile Deposit history?

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Deposit history is maintained for 18 months. For deposit history more than 18 months old, start a chat in your Online Banking account to request the information you need or contact the Member Service Center.

How long do I have to accept an incoming transfer?

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How long does it take for an online payment to reach a biller with Bill Pay?

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How many checks can be included in one deposit? Can multiple deposits be submitted each day?

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How many transfers can I make each month?

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How much does a Same Day Bill Pay cost?

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How much is the Mobile Deposit limit?

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How will I access my RBFCU Bill Pay profile?

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To access your Bill Pay information:

1. Sign in to your Online Banking account or the RBFCU Mobile app.
2. Select “Move Money.”
3. Select “Pay a Bill.” Bill Pay will open in a new tab.
4. In the “Account Number” field, select the appropriate account.
5. After reading the Terms and Conditions, select the “I agree to the Terms and Conditions” box.
6. Click “Enroll.”
7. If you get the “Help us protect you” dialogue box, select call or text to receive the temporary code. After you get the code, enter it in the box and click “Verify Code.”
8. On the “Take care of your bills in 3 easy steps” screen, add or update the appropriate information.

I accidentally responded ALLOW to a sign-in Alert when I meant to respond DENY. What should I do?

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If you responded ALLOW to a sign-in attempt you meant to DENY, you should immediately contact RBFCU at 210-945-3300 for assistance.

If you’re still able to access your Online Banking account, report the unauthorized access to RBFCU and take the following steps:

1. Sign in and check your account for any changes or transactions that you did not authorize — for example, changes to your email address or other contact information, added joint owners on your accounts, or fraudulent transfers
   • To check your contact information: Select the profile icon, then “Profile Settings,” then “Contact Settings.” Be sure to update any incorrect or outdated information
   • To check your joint owners: Select the profile icon, then “Profile Settings,” then “Account Roles.” Be sure to remove anyone who shouldn’t have access to your accounts
2. Next, change your password to a strong, unique password. Get tips on creating a strong password here
   • To change your password: Select the profile icon, then “Profile Settings,” then “Security Center”
3. Consider changing your username, since it’s likely it has also been compromised
   • To change your username: Select the profile icon, then “Profile Settings,” then “Security Center”
4. Enable multifactor authentication (MFA) for your account. Get directions for setting up MFA here

If you’re unable to access your Online Banking account, try the self-service options to reset your username and/or password. If you're stillunable to regain access to your account, contact RBFCU at 210-945-3300 or visit your nearest branch for assistance.

Additionally, you should monitor your accounts regularly and report any suspicious transactions.

I accidentally responded DENY to a sign-in Alert when I meant to respond ALLOW. What should I do?

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I already have the RBFCU Mobile app, but my device wasn't recognized and I didn't receive an Alert when trying to sign in. What should I do?

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If you’re trying to access your Online Banking account from the RBFCU Mobile app and you didn’t receive an Alert to approve the sign-in attempt, please review the following settings:

• Update the RBFCU Mobile app to the latest version: Visit rbfcu.org/update from your device to go to your app store. If you see an “Update” button, tap it to install the latest version of the app.
• Turn on push notifications for the RBFCU Mobile app on your device:
  • For Apple users:
    1. From the Home screen, open the Settings app on your device.
    2. Scroll down to the list of apps at the bottom, and choose the RBFCU Mobile app (listed as “RBFCU”).
    3. Tap “Notifications.”
    4. Toggle “Allow Notifications” to on and set your preferences.
  • For Android users:
    1. From the Home screen, swipe up to access “All Apps.”
    2. Find and open the Settings app.
    3. Tap “Apps.”
    4. Choose the RBFCU Mobile app (listed as “RBFCU”) from the list.
    5. Tap “Notifications.”
    6. Toggle “Show Notifications” to on and set your preferences.
• Opt-in to text messages: You may have opted out of text messages from RBFCU at some point. To opt in to RBFCU text messages, text START to 968772 and 839872. You’ll receive a confirmation letting you know you’ve successfully subscribed to RBFCU text messages.

If you need further assistance, please contact the Member Service Center.

I already have the RBFCU Mobile app. Why wasn't my device recognized when I tried to sign in to my Online Banking account?

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I am receiving an error message. Why am I unable to complete my transfer?

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I am trying to scan the back of my check and continue to receive an "Image Quality Error, Image Too Light." What can I do?

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I enrolled in electronic Bill Pay. Why do I see two deposits in my account for less than $1?

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I have fingerprint or face sign-in enabled. Why isn't my biometric option working?

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I have Iris sign-in enabled. Why isn't my biometric option working?

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I received a text message that appears to be from RBFCU asking me to allow or deny a sign-in attempt to my Online Banking account. How can I tell if it's legitimate?

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Text messages from RBFCU to verify sign-in attempts are sent from a shortcode, or a shortened phone number. However, please be aware that fraudsters can imitate legitimate phone numbers, including shortcodes.

RBFCU will only ask you to respond with ALLOW or DENY to a text message asking you to verify a sign-in attempt for your Online Banking account. We will never ask you to provide or verify your sign-in credentials, including your username, password, security questions and answers, multifactor authentication (MFA) codes, MFA recovery codes or one-time passcodes (OTP). Also, RBFCU will not sign in to your Online Banking account on your behalf, so we will never ask you to approve a sign-in request for us.

I set up my electronic Bill Pay request before the bill date, but my bill was still late. Why did this happen?

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If the company or person you want to pay does not accept electronic payments, Bill Paywill print a check and mail it for you. This process typically takes three to five business days.

If a payment is late, we recommend calling the biller’s customer service department and asking to have the late fee or finance charge waived.

I synced my contacts to the RBFCU Mobile app and I want to remove them. How can I remove my contacts?

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I want to get rid of my device. How do I remove a device from my Online Banking account that should no longer be trusted?

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If I use biometrics (fingerprint or face) to sign in to the RBFCU Mobile app, will I have to enter my password?

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If my Samsung device is lost or was stolen and I want to delete my card, what should I do?

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I'm an active Online Banking user. Will I be asked to ALLOW or DENY my device before I sign in to my Online Banking account?

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No. RBFCU will recognize devices you’ve been actively using for Online Banking. You won’t be asked to verify a device you’ve been using for Online Banking.

However, if you’ve recently uninstalled and reinstalled the RBFCU Mobile app or cleared the browser cache on your device, your device may not be recognized and you may be asked to verify your next sign-in attempt.

Is Apple Pay free?

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Is Apple Pay more secure than my traditional card?

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Apple Pay provides a more private way to pay. By using Apple Pay technology, you obscure your card number when you make a payment. Apple Pay doesn’t store your credit or debit card number on the device, so your information (including name, card number and security code) are not passed to the merchant where you make your purchase.

However, you still have the benefit of the guarantees related to your RBFCU cards, including Courtesy Pay (debit) and fraud monitoring.

Is Samsung Pay free?

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Is Samsung Pay more secure than my traditional card?

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Is there a charge for electronic Bill Pay?

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Is there a limit to the number of bills I can pay with Bill Pay?

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Is there a maximum amount I can transfer to other RBFCU account holders?

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I've misplaced my MFA recovery code. Can I get a new one?

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Yes. If you misplaced your recovery code but still have access to your authenticator app, you can get a new recovery code by visiting the Multifactor Authentication page in your Online Banking account or the RBFCU Mobile app, and repeating the MFA setup.

If you misplaced your recovery code and don’t have access to your authenticator app — for example, if your device is lost, damaged or stolen — call the Member Service Center at 210-945-3300 or visit your nearest branch to regain access to your Online Banking account.

Remember: RBFCU and RBFCU employees will never initiate a phone call, email or text message asking you to provide your authenticator code or recovery code. Do not provide these codes to anyone.

My Apple device is lost or was stolen and I want to delete my card. What should I do?

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If you believe your device or Apple Pay information has been lost, stolen or compromised in any way, call RBFCU Member Services immediately at the number on the back of your card.

For iPhone or iPad, you can go to the Find My iPhone app to temporarily suspend or permanently remove the ability to make payments from your device, even if your device is offline. If you suspend your card(s) using Find My iPhone, you can reactivate your Card(s) simply by unlocking your device and entering your Apple ID “Passcode” when prompted. For any supported Apple device, you can always go to icloud.com/#settings, choose the applicable device and delete your Card(s).

The time on my computer and the time on my Mobile Deposit do not match. Is something wrong?

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What are 'Favorites' and how do I set one up?

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If you regularly transfer money to another RBFCU account, you can designate that account as one of your Favorites by giving it a “Nickname” and saving it for later. Favorites appear in the “To” drop-down for easy selection next time you make a transfer.

Visit the Send Money to Someone Else page in your Online Banking account to set up a Favorite.

To set up a Favorite in the RBFCU Mobile app:

1. Sign in to the RBFCU Mobile app.
2. Tap “Move Money” in the bottom menu.
3. Select “Transfer/Send Money,” then “Send Money to Someone Else.”
4. Choose the “Account” option.
5. Select “Add Other Account” and enter the account details.
6. Check the “Add to Favorites” box to save it as a Favorite.

What are micro-deposits?

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What are the minimum system requirements necessary to use Mobile Deposit?

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The minimum supported environments include:

• Microsoft Edge (latest version)
• Firefox (latest version)
• Chrome (latest version)
• Safari (latest version)
• High Speed Internet Connection

What authenticator apps will work with my Online Banking account?

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RBFCU supports Microsoft^® Authenticator and Google Authenticator™; choose the app you prefer.

iPhone Users: Download Microsoft Authenticator | Download Google Authenticator

Android Users: Download Microsoft Authenticator | Download Google Authenticator

If you’re already using one of these apps for another account, you’ll be able to add your RBFCU account to the existing app.

What fees are charged to use Mobile Deposit services?

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What happens if I exceed six transfers from my Money Market account per month?

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What if I accidentally transfer funds to the wrong account?

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Please contact a Member Service Representative through chat in your Online Banking account or call 210-945-3300.

What if someone who says they work for RBFCU contacts me to ask for my authenticator code?

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What is a lock screen?

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What is a trusted device?

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What is multifactor authentication?

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Multifactor authentication, or MFA, means providing two or more pieces of information in order to sign in to an account. You may also see this called two-factor authentication, or 2FA, when only two pieces of information are required. In most cases, this means you’ll need a one-time passcode (OTP) when you sign in, as well as the account password you’ve chosen. The code is sent to you via text message, email or phone call, or provided to you by another app, and typically expires after 30 seconds.

Combining a strong password with an OTP means it’s far more difficult for a fraudster to gain unauthorized access to your account with just your password, making MFA a highly recommended form of account security available for consumers.

Learn more about how MFA works and why you should use it from the Cybersecurity & Infrastructure Security Agency (CISA).

What is Plaid?

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What is 'Quick Balance' and how do I enable it on the RBFCU Mobile app?

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Quick Balance is a feature that allows you to see limited information about your account — like your account’s nickname and current balance — at a glance on the RBFCU Mobile app sign-in page, without signing in to the app.

However, you must sign in to the RBFCU Mobile app at least once to activate Quick Balance.

To enable the Quick Balance option in the RBFCU Mobile app:

1. Open the RBFCU Mobile app and, before you sign in, look for “Quick Balance” at the bottom of the sign-in screen.
2. Tap “Quick Balance” to bring up the feature. Tap the “Settings” (gear) icon on the right to open the Settings on your phone.
3. In the RBFCU Mobile app settings, turn the toggle switch next to “Quick Balance” to the “on” position.

You can also enable the Quick Balance option by going directly to your phone’s Settings, and updating the settings for the RBFCU Mobile app.

Please note: Anyone who uses your mobile device will be able to see your account balances when Quick Balance is enabled.

What mobile operating system versions are supported by the RBFCU Mobile app?

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The latest operating systems (OS) versions are required for security updates and will provide the best experience while using the RBFCU Mobile^® app. The minimum supported OS* to use the RBFCU Mobile app are:

• iPadOS 13^® or later
• iPhone^® iOS 13 or later
• Android™ OS 5.1 or later

Older devices that are unable to run the latest OS versions may not receive the OS security updates needed to run the RBFCU Mobile app. If you have an older device or you choose to use an older OS version on your device, you may not be able to access or use all the features available in the RBFCU Mobile app.

*Some devices may not be supported due to hardware limitations.

What other MFA options are available for my Online Banking account?

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RBFCU also offers the following options when signing in to your Online Banking account on rbfcu.org or the RBFCU Mobile app:

• One-time passcode (OTP) by call or text
• Security question and answer

You can enable these options to prompt every time you sign in to your account.

To enable OTP for your account, sign in to your Online Banking account and visit the Multifactor Authentication page.

To enable OTP in the RBFCU Mobile app:

1. Sign in to the app.
2. Select the profile icon in the upper-right corner.
3. Select “Profile Settings.”
4. Select “Security Center.”
5. Select “One-Time Passcode.”
6. Turn the toggle switch next to “Enabled” to the “on” position.

Note: You must add a valid phone number or mobile number to your Online Banking account to use OTP.

To update your security question and answer, sign in to your Online Banking account and visit the Security Questions and Answers page.

To update in the RBFCU Mobile app:

1. Sign in to the app.
2. Select the profile icon in the upper-right corner.
3. Select “Profile Settings.”
4. Select “Security Center.”
5. Select “Security Questions and Answers.”
6. Follow the prompts to add or update your question and answer.

What should I do if I enable MFA and lose access to the authenticator app?

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If you lose access to the authenticator app — for example, if your device is lost, damaged or stolen — you can enter your recovery code to gain access to your account. You’ll then be able to repeat the MFA setup process on your device and you’ll receive a new recovery code.

If you’ve lost your recovery code, call the Member Service Center at 210-945-3300 or visit your nearest branchto regain access to your Online Banking account.

What should I do if I find fraudulent transactions in my Online Banking account or on my account statement?

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Visit the “How to Report Fraud to RBFCU” page for instructions on reporting suspicious transactions, including:

• How to dispute debit card, credit card, checking, savings and Money Market transactions
• How to stop payment on a check
• How to report fraud involving your debit card
• How to dispute a credit card transaction

What should I do if I receive a sign-in Alert and I'm not trying to sign in to my Online Banking account?

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If you receive a sign-in Alert and you’re not trying to sign in to your Online Banking account, respond DENY to prevent the unrecognized device from accessing to your accounts. We strongly recommend you change your password if you deny a sign-in attempt. Visit the Password Settings page in your Online Banking account to change it. To change your password in the RBFCU Mobile app:

1. Sign in to the app.
2. Select the profile icon in the upper-right corner.
3. Select “Profile Settings.”
4. Select “Security Center.”
5. Select “Password” and follow the prompts to change it.

You can find tips for creating a strong password here.

If you’re not already using multifactor authentication (MFA), consider enabling it for your Online Banking account. MFA makes it far more difficult for a fraudster to gain unauthorized access if they obtain your password. Get directions for setting up MFA here.

You should also consider changing your username, since it has also been compromised. Visit the Username Settings page in your Online Banking account to change it. To change your username in the RBFCU Mobile app:

1. Sign in to the app.
2. Select the profile icon in the upper-right corner.
3. Select “Profile Settings.”
4. Select “Security Center.”
5. Select “Username” and follow the prompts to change it.

What should I do if I see suspicious activity in my Online Banking account?

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If you see suspicious activity in your account — such as you notice favorite accounts or joint owners you didn’t add, or changes to your contact information that you didn’t authorize — your Online Banking account may have been compromised. You should immediately contact RBFCU at 210-945-3300 for assistance.

If you’re still able to access your Online Banking account, report the unauthorized access to RBFCU and take the following steps:

1. Sign in and check your account for any changes or transactions that you did not authorize — for example, changes to your email address or other contact information, added joint owners on your accounts, or fraudulent transfers
   • To check your contact information: Select the profile icon, then Profile Settings, then Contact Settings. Be sure to update any incorrect or outdated information
   • To check your joint owners: Select the profile icon, then Profile Settings, then Account Roles. Be sure to remove anyone who shouldn’t have access to your accounts
2. Next, change your password to a strong, unique password. Get tips on creating a strong password here
   • To change your password: Select the profile icon, then Profile Settings, then Security Center
3. Consider changing your username, since it’s likely it has also been compromised
   • To change your username: Select the profile icon, then Profile Settings, then Security Center
4. Enable multifactor authentication (MFA) for your account. Get directions for setting up MFA here

If you’re unable to access your Online Banking account, try the self-service options to reset your username and/or password. If you're stillunable to regain access to your account, contact RBFCU at 210-945-3300 or visit your nearest branch for assistance.

Additionally, you should monitor your accounts regularly and report any suspicious transactions.

What should I do with the check once it has been scanned?

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What type of accounts can I make a Mobile Deposit into?

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When will my deposit be credited to my account?

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Mobile Deposits submitted between 7 a.m. and 7 p.m. Monday through Friday, and from 8:30 a.m. until 4:15 p.m. on Saturday (Central Time) on days the credit union is open should be credited on the same business day. Deposits scanned after those times should be credited on the next business day.

There could be times that the program may flag a deposit for manual review and release by credit union personnel (i.e., image is not clear when received at the credit union). If this happens, you will see the deposit on the Deposit History page (folder icon) in your Online Banking account as “Submitted Deposit” and you will not see the deposit reflected in your account until credit union personnel have an opportunity to review and release the deposit. The manual review process should happen the same business day, or the next business day at the latest.

When will my transfer occur if the date falls on a Sunday or a non-business day?

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Where do I go to verify my micro-deposits?

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1. Select the “Move Money” menu in Online Banking or the RBFCU Mobile app.
2. Select “Make a Payment.”
3. Select the external account you wish to verify in the “From” drop-down menu, and then select “Verify Account.”
4. You will be taken to Plaid where you can enter the micro-deposit amounts.
5. After successfully verifying your external account, you’ll be able to use that account to “Make a Payment” to your RBFCU loan or credit card.

Where is my 'Favorites' list?

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Visit the Send Money to Someone Else page in your Online Banking account to see the accounts in your Favorites list.

To see the accounts in your Favorites list in the RBFCU Mobile app:

1. Sign in to the RBFCU Mobile app.
2. Tap “Move Money” in the bottom menu.
3. Select “Transfer/Send Money,” then “Send Money to Someone Else.”
4. Choose the “Account” option. Your Favorites will be listed in the “To” drop-down for easy access when setting up a transfer.

Who is eligible for Mobile Deposit? How do I know if I am eligible?

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Why am I being rerouted to this third-party service to enter my external account?

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Why am I getting an error message that says 'connectivity down'?

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Why am I getting an error message that says 'unable to validate credentials for this financial institution'?

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Why am I not receiving push notifications from the RBFCU Mobile app?

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You may have push notifications for the RBFCU Mobile app disabled on your device. Follow the directions below to enable push notifications from the RBFCU app.

For Apple users:

1. From the Home screen, open the Settings app on your device.
2. Scroll down to the list of apps at the bottom, and choose the RBFCU Mobile app (listed as “RBFCU”).
3. Tap “Notifications.”
4. Toggle “Allow Notifications” to on and set your preferences.

For Android users:

1. From the Home screen, swipe up to access “All Apps.”
2. Find and open the Settings app.
3. Tap “Apps.”
4. Choose the RBFCU Mobile app (listed as “RBFCU”) from the list.
5. Tap “Notifications.”
6. Toggle “Show Notifications” to on and set your preferences.

Please note: Currently the RBFCU Mobile app uses push notifications to alert you regarding sign-in attempts from an unrecognized device, to update you on the status of loan applications, and for activity in the STAR program.

Why am I not receiving text messages from RBFCU?

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Why am I repeatedly being asked to reset my Online Banking password when I sign in?

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Repeated password reset requests may display when trying to sign into your Online Banking profile if:

• Auto-filled passwords: Your internet browser is auto-filling an invalid or incorrect password.
• Bookmarks or favorites: Accessing the RBFCU website from an outdated bookmark or saved favorites link.
• Credential stuffing: Credential stuffing occurs when fraudsters attempt to sign in with random usernames and passwords in hopes they gain access to an account. In the case of credential stuffing, changing your username to a combination of letters, numbers and uncommon phrases is beneficial.
• Third-party websites or apps: If you’ve linked your RBFCU account to another website or app — for example, a personal finance or money transfer app — and recently changed your RBFCU Online Banking credentials, you'll need to update your information within that website or app.

Why did a transfer automatically go into account xxxx?

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Default accounts are picked based on the member’s most used account, but members can select a new default account at any time.

Visit the Account Settings page in your Online Banking account, and toggle the “Receive funds from other RBFCU members” option to on (green) for your preferred default account.

To change your default account on the RBFCU Mobile app:

1. Sign in to the RBFCU Mobile app.
2. Select the profile icon in the top right corner of the screen.
3. Select “Profile Settings.”
4. Select “Update” under “Account Settings.”
5. Toggle the “Receive funds from other RBFCU members” option to on (green) for your preferred default account.

If you accept funds from a sender before making this change, you can perform a transfer by visiting “Transfer Money to Myself or Joint” in Move Money in Online Banking, or by tapping “Move Money,” then “Transfer/Send Money,” then “Send Money to Myself or Joint” in the RBFCU Mobile app.

Why didn't I receive a sign-in Alert for my Online Banking account?

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Sign-in Alerts are only sent if an unrecognized device is trying to access your Online Banking account. If you believe you should have received a sign-in Alert and didn’t, please review the following settings:

• Update the RBFCU Mobile app to the latest version: Visit rbfcu.org/update from your device to go to your app store. If you see an “Update” button, tap it to install the latest version of the app.
• Turn on push notifications for the RBFCU Mobile app on your device:
  • For Apple users:
    1. From the Home screen, open the Settings app on your device.
    2. Scroll down to the list of apps at the bottom, and choose the RBFCU Mobile app (listed as “RBFCU”).
    3. Tap “Notifications.”
    4. Toggle “Allow Notifications” to on and set your preferences.
  • For Android users:
    1. From the Home screen, swipe up to access “All Apps.”
    2. Find and open the Settings app.
    3. Tap “Apps.”
    4. Choose the RBFCU Mobile app (listed as “RBFCU”) from the list.
    5. Tap “Notifications.”
    6. Toggle “Show Notifications” to on and set your preferences.
• Opt-in to text messages: You may have opted out of text messages from RBFCU at some point. To opt in to RBFCU text messages, text START to 968772 and 839872. You’ll receive a confirmation letting you know you’ve successfully subscribed to RBFCU text messages.
• Verify we have your current mobile phone number: You can do this in your Online Banking account or in the RBFCU Mobile app:
  1. Sign in and select the “My Profile” icon in the top-right corner.
  2. Select “Profile Settings.”
  3. Select “Contact Settings,” and follow the prompts to update your email address, phone number or mailing address.

If you need further assistance, please contact the Member Service Center.

Why do I have to download another app to use MFA?

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Why do I see duplicate external accounts listed in Move Money?

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You may have added your external account previously as an RBFCU account and again as an external account. To remove any duplicates:

1. Select the “Move Money” menu in Online Banking or the RBFCU Mobile app.
2. In Online Banking, select “Send Money to Someone Else.” In the RBFCU Mobile app, select “Transfer/Send Money,” then “Send Money to Someone Else.”
3. Choose the “Account” option.
4. Select the “Remove Favorites” link at the bottom of the screen.
5. Choose the Favorite you’d like to delete, then select “Delete” when the option appears.

Why isn't chat working on the RBFCU Mobile app during chat hours?

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Chat representatives are available 7 a.m. to 7 p.m. Monday through Friday, and 9 a.m. to 4 p.m. on Saturday. If you receive an error message that says “Chat Unavailable” during this time, please check to make sure you’re using the latest version of the RBFCU Mobile app.

To check, visit rbfcu.org/update from your device. If you see an “Update” button, your app needs to be updated to the latest version.

If you’re still unable to access chat, please visit the Contact Us pagefor more options.

Why was I prompted to set up a trusted device?

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Why was I signed out of the RBFCU Mobile app?

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Will I be asked to ALLOW or DENY my device every time I sign in to my Online Banking account?

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No. You’ll be asked to verify a sign-in attempt from unrecognized devices only.

For example, if you get a new phone, you’ll get an Alert asking you to ALLOW or DENY the device when you attempt to sign in to your Online Banking account the first time. However, once you allow a device, it will be labeled as recognized and you won’t be asked to verify it again the next time you sign in.

Will I still receive OTP codes via text message or phone call if I enable MFA?

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Will the joint account owner be able to access the Bill Pay profile?

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