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Rockland Trust Mobile Banking Center

Frequently Asked Questions 


Click the logo below to download the app.

 

Updated Mobile Banking App FAQs
Mobile Banking App FAQs
Mobile Text Banking FAQs
Mobile Web FAQs
General Mobile Banking FAQs
Mobile Check Deposit FAQs

 

 

 

 

Mobile

Banking App FAQs

 

Q. How do I download the Mobile Banking app?
A.
You can download the Rockland Trust Mobile Banking app by visiting the App Store or Google Play.

Q. What mobile devices are supported?
A
. Most Android and Apple devices. If you do not have one of these devices, you may want to consider our Mobile Web or Text Banking options.

Q. Do I need a user ID and password to use the Mobile Banking app?
A
. If you are already enrolled in Online Banking, use the same user ID and password you use to access your Online Banking account. Not enrolled in Online Banking? Enroll today.

Q. What if I forgot my user ID and password?
A.
If you have forgotten your user ID, please contact Rockland Trust via e-mail at Customer.service@RocklandTrust.com or by phone at 800.222.2299. If you have forgotten your password, please enter your user ID at the Rockland Trust homepage or within the Mobile Banking app. When prompted for a password click on the Forgot my password link. Select how you would like to receive your one-time Secure Access Code. Enter the code in the box provided and enter a new password which can only be done from a registered device.

Q. Can I pay a bill using the Mobile Banking app?
A.
Yes. Once you have set up your payee in Online Banking Bill Pay, you have the ability to send a payment to that payee using the Mobile Banking app.

Q. Which Rockland Trust accounts can I make transfers to/from in the Mobile Banking app?
A.
Any accounts that have been previously set up within Online Banking for transfer capabilities will have Mobile Banking access.

Q. How do I know if my transfer was submitted successfully?
A.
Once you complete the transfer, a confirmation message displays on the screen. You can also review your pending and processed transfers within your transfer activity. You may also contact Rockland Trust at 800.222.2299.


Text  Banking FAQs

Q. How do I enroll in Text Banking?
A.
You need to be enrolled in Online Banking in order to take advantage of the Text Banking features. Not enrolled in Online Banking? Enroll today.

  1. Log in to your Online Banking account.  
  2. Click on Mobile Banking Settings under Settings. 
  3. Select the Text Banking tab, fill in the appropriate information to enable and authorize Text Banking, and click Submit 
  4. When prompted, click OK and enter up to a 4 character Display Name next to each of your accounts that you would like to be able to access via Text Banking.  
  5. Click the Submit button and your Text Banking is now activated. You will receive a welcome text from Rockland Trust shortly after completing this process.


Q. Where can I find all text commands?
A.
Simply text LIST to 226563 and you'll receive a text message with all text commands (BAL, HIST, etc.).  Below is a complete list of commands.

BAL or BAL <account nickname> Request account balance
HIST <account nickname> Request account history
XFER <from account nickname> <to account nickname> <amount> Transfer funds between accounts
LIST Receive a list of keywords
HELP Receive a list of contact points for information on Text Banking
STOP Stop all text messages to the mobile device (for Text Banking and SMS alerts/notifications)

Q. Are text commands case sensitive?
A.
Text commands are not case sensitive.

Q. Does Text Banking work with my pre-paid services plan?
A.
You can use any phone that accepts SMS texts. Message & Data rates may apply.

Q. What should I do if I get a new phone number?
A.
Follow the steps below to change your phone number for Text Banking:

  1. Under the Settings tab, click on Mobile.
  2. Click on Text Banking (third tab).
  3. Enter your cell phone number in the SMS Text Number, and agree to the Terms and Conditions.
  4. Click Submit to save changes.


Web FAQs

Q. How do I access Rockland Trust Mobile Web?
A. You need to be enrolled in Online Banking in order to take advantage of Mobile Web Banking. Not enrolled in Online Banking? Enroll today.

Once enrolled, click on Mobile Banking Settings which is located under Settings within Online Banking and follow the directions.

After successfully setting up Mobile Banking, you can visit m.rocklandtrust.com from your phone's browser.

Q. What is the URL for Rockland Trust Mobile Web?
A.
 m.rocklandtrust.com

Q. How do I securely leave my Mobile Banking browser session?
A.
Select the Sign Off link to sign out of Mobile Banking.


Mobile Banking FAQs

 

Q. Do I have to be enrolled in Online Banking to use Mobile Banking?
A.
To enjoy all the features of Mobile Banking, you must be an Online Banking customer. Not enrolled in Online Banking? Enroll today.

Q. How much does Rockland Trust Mobile Banking cost?
A. There is no charge associated with this service. However, there may be charges associated with text messaging and data usage on your phone. Check with your wireless phone carrier for more information.

Q. Is Mobile Banking secure?
A.
Yes. Our Mobile Banking service utilizes best practices from Online Banking, such as HTTPS, 128-bit SSL encryption, two-factor authentication to access, and requires a Secure Access Code (SAC) to complete certain transaction types. There is also a time-out built in when the system senses no activity. In addition, no account data is ever stored on your phone. In the event your phone is lost or stolen, the service can be immediately disabled by calling Rockland Trust at  800.222.2299 weekdays 7:00 a.m. to 8:00 p.m., Saturday 8:00 a.m. - 5:00 p.m. and Sunday 11:00 a.m. - 3:00 p.m.


Q. What are some tips to keep my Mobile Banking experience safe?
A.
 Here are some general best practices for banking on your mobile device:

  • To prevent viruses or other unwanted problems, do not open attachments from unknown or untrustworthy sources. 
  • Do not install pirated software or software from unknown sources. 
  • Limit unauthorized access to your cell phone.
  • Do not leave your mobile phone unattended during an open Mobile Banking session. 
  • Never save your User ID and Password in the mobile phone, in memos, or anywhere on your device. 
  • Always remember to log off properly using the Log Off button when you have completed your Mobile Banking activities. 
  • Be aware of the potential for fraudulent Mobile Banking apps.  

Q. What if I lose my mobile phone?
A.
There will be no financial information from Rockland Trust saved on your mobile phone as part of our Mobile Banking service. Do not add your log in credentials to the memo pad or voice record them on your mobile device, as this information could then be obtained by others. We also recommend that you password protect your mobile device if possible.

 

Q. Do I need to take a photo of both the front and back of the check?
A
. Yes. The app will prompt you to take a picture of both the front and back of your check. As in any deposit, you will need to endorse the check.

Q. Do I need to use a deposit slip?
A.
No. Sending a clear picture of the front and back of the check is all that's needed for the deposit.

Q. How do I know if the picture of my check is clear enough for deposit?
A.
When you submit the check, the app will review your submission. If the picture is not clear enough, you will receive an error message. You will need to re-enter the information and re-capture the image to submit the deposit again. The system will let you know and prompt you to take the picture again.

Q. What should I do with my check after I have deposited it through the Mobile Banking app?
A. The app will tell you that the deposit was submitted. However, that doesn't mean that the deposit is complete. You should hold on to the check until you see it posted on your statement. If for any reason your check is returned, we will send you an image of the item you initially deposited for verification.

Q. How will I know if my deposit was accepted?
A.
If you make a deposit during a business day before 7 p.m. EST., you will receive an email from us that day letting you know if the deposit was accepted or if there was an issue. If you deposit after 7 p.m. EST. during a business day or anytime on a weekend or holiday, you will receive notification the next business day.

Q. What do I do if my deposit isn't accepted?
A.
If there is an issue with your deposit, you will receive an e-mail giving you directions on what to do next.

Q. How long does it take to deposit funds/when will my funds be available?
A.
Generally, funds will be available the next day if you make your deposit before 7 p.m. EST. See your account agreement for details.

Q. Why can't my Admin or Users make check deposits into my business account?
A. If you have Users who make deposits using the mDeposit app, you will need to verify that they have User Rights to access your Online Banking account. If they do not have access to Online Banking, you will need to set them up as a new User and select the transaction types you wish to make available to them. 

NOTE:
  If you assign rights to a User to deposit into one of your business account(s) and the User makes a check deposit using the mobile banking app, please be aware that the User will receive all future deposit e-mail notifications for all of your business accounts. This includes any check deposit(s) made into any of your business accounts by any User, regardless of the User's rights to view or deposit into that account. Users who have made a deposit will continue to receive deposit e-mail notifications until you notify Rockland Trust to delete them. You should carefully consider this before granting these access rights to any Users.

Customer Service:



   Call 1.800.222.2299


  Weekdays: 7 am - 8 pm
Saturday: 8 am - 5 pm

Sunday: 11 am - 3 pm