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Rockland Trust Mobile Banking Center

Frequently Asked Questions 


Click the logo below to download, or use the QR code on the right. 

 

Click the logo below, or use the QR code on the right.

 

 

General Mobile Banking FAQs

 

Q. What is Rockland Trust Mobile Banking?
A. Rockland Trust's Mobile Banking gives you access to your accounts from your mobile web browser or a downloadable app, depending on your preference and your phone capabilities. Both options allow you to: view account balances, search recent account activity, transfer funds, pay bills, and find nearest ATM or branch locations. Mobile banking is also available for text (SMS). With this option you can view your account balance and make account transfers.

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. What type of apps does Rockland Trust have?
A. Rockland Trust has two custom apps for the iPhone and Android devices. The Rockland Trust Mobile banking app allows you to access your Rockland Trust and the mDeposit app enables you to deposit checks into your Rockland Trust accounts. See below more FAQs about mDeposit.

Q. When can I use mobile banking?
A. Mobile banking is available 24 hours a day, 7 days a week.

Q. Is mobile banking secure?
A. Yes. The mobile banking service utilizes best practices from online banking, such as HTTPS, 128-bit SSL encryption, User ID and password access, and application time-out when your phone is not in use. 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 us 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. to 3:00 p.m.

Q. How do I know if I can access mobile web banking through my cell phone?
A. If you have a mobile Internet browser and Internet access from your phone, it's likely you can use mobile web banking. Your mobile phone must support WAP (Wireless Application Protocol) 2.0 or higher, the international standard for applications using wireless communication. Most phones today support WAP. Display of your account information may vary depending on your phone. If you are using an older device that does not contain the required security features to use mobile banking, you may need to upgrade to a newer device to use mobile web banking. You may incur and are responsible for charges assessed by your wireless provider.

Q. How do I sign up for mobile banking?
A. You must be an online banking customer to access mobile banking. On the bottom left of your online banking home page:

For Mobile App users:

1. Under Preferences Tab, Click on Mobile. Click on Mobile Enrollment (first tab).

2. Check the box next to Yes, enable my User ID and Password for use on my mobile device. This will allow you to use your existing online banking user ID and password on our mobile site.

3. Download the app at Google Play or iTunes

For Mobile Browser users:

1. Under Mobile Access within Online Banking, enter your email and select Send. This will send the mobile access link m.rocklandtust.com to your email for easy access.

To make Transfer and Mobile approvals:
           
           1. Click on the Mobile Authorization tab

           2. Enter a 4 digit code under Mobile Authorization Code*

           3. Click Submit to make the change

           *enter email and phone if you are a business user requiring mobile phone approval access


Q. Do I need an ID and password to use mobile banking?
A.
You will use the same user ID and password you use to access online banking.

Q. Can I pay a bill using mobile banking?
A.
Yes, One you have set up your payee in online banking bill pay, you have the ability to send a payment to that payee using mobile banking.

Q. Which Rockland Trust accounts can I make transfers to/from in mobile banking?
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.
Upon successful completion of a transfer, a confirmation message displays on the screen. If you do not receive a confirmation message, you can also review your transaction history to see if the transfer was processed. You may also contact us for assistance at 800.222.2299.

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

Q. What are some tips to keep my mobile banking experience safe?
A. Here are some general good 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 Sign Off button when you have completed your mobile banking activities.
  • Be aware of the potential for fraudulent mobile banking apps.

Q. How do I access mobile banking on my phone's browser?
A.
After successfully setting up mobile banking within your online banking, you can visit m.rocklandtrust.com from your phone's browser. You can have the link emailed to your mobile device when setting up your mobile banking in the mobile Preferences tab. Enter in the email address and under mobile access and send.

Q. My mobile device shows I have a strong signal, yet I cannot connect to the mobile web site on my device. What causes this to occur?
A. The signal display on the mobile device is an indication of the phone's ability to place calls. The mobile banking website requires a data network to perform data exchanges. The problem you described could be due to lack of signal or due to no data connection on the mobile device. Please contact your wireless service provider for assistance.

Q. What happens if I lose communication/signal during a transaction?
A. If you do not receive a confirmation message due to a lost signal, you may verify a transaction by reviewing your transaction in mobile banking. You may also contact us for assistance 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. to 3:00 p.m.

Q. What happens if I get locked out of mobile banking?
A.
Call the Rockland Trust Customer Information Center. Representatives are available to assist you by calling: 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. to 3:00 p.m.

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 login 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. My mobile banking seems slow...why?
A.
Connection speeds may vary for different wireless service providers, different data usage plans, and different geographical locations. If you experience a slow response while mobile web browsing or during data transmission, please check with your wireless service provider.


Text Banking FAQs


Q. How do I enroll in Text banking?
A.
You will need to enable Text banking from within your online banking Preferences tab before using. On the bottom left of your online banking home page, go to Preferences.

  1. Under Preferences tab, click on Mobile.
  2. Click on Text Banking (third tab).
  3. Check the box next to Enable and Authorize the use of your online banking accounts to access our text services
  4. At the SMS Text Number, enter your cell phone number
  5. Check the box to Agree to Terms
  6. Click Submit
  7. Under Preferences tab, click on Accounts
  8. Click on Text Accounts
  9. Check off box to Enable your accounts within text banking
  10. Enter in a display name up to 4 characters for each enabled account
  11. Click Submit to save changes

Q What number to I send a text to in order to use Text banking?
A.
The SMS text number for Rockland Trust text banking is 226-563

Q. What are the shortcut text banking commands?
A.

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. What should I do if I get a new phone number?
A.
Follow the steps to change your phone number for text banking

  1. Under Preferences tab, click on Mobile.
  2. Click on Text Banking (third tab).
  3. At the new SMS Text Number, enter your cell phone number
  4. Click Submit to save changes

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

Q. Why are text commands not working?
A.
If you have an auto signature added to all of your texts, our system will receive those characters and will try to make sense of them. Since the signature doesn't match a command, all of your texts to us will be interpreted wrong. Please shut off automated signatures when texting commands within our text banking product. 


mDeposit Smartphone FAQs

Q. How do I enroll in mDeposit? 
A.
Follow the link here to complete the enrollment questionnaire and download the app from the App store for Android and Apple.  Upon completion of the enrollment questionnaire you can also download the app by searching for "Rockland Trust mDeposit" at Google Play or iTunes.

Q. How do I get my Username and Password?
A.
Once approved, you will receive your password and daily deposit limit per account via e-mail within 5 business days with instructions on how receive your username.

Q. What should I do with the check after I have deposited it through the phone?
A.
Upon proper clearing of funds and confirmation of your deposit from Rockland Trust, you agree to prominently mark the check as "Electronically Presented" or "VOID" and to properly dispose of the check to ensure that it is not presented again for payment.
 
Q. How will I know the deposit was accepted?
A.
  If you make the deposit during a business day before 7 p.m. est., you will receive an e-mail from us letting you know if the deposit was received and a second email when your deposit has been approved or declined. If your deposit is in review or if you deposit after 7 p.m. est. during a business day or anytime on a weekend or holiday, you will receive your approval/decline notification the next business day.

Q. How long does it take to deposit the funds/when will the funds be available?
A.
Your check will be available the following business day after your deposit is approved. 

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

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. Do I need to endorse the check?
A.
Yes, all checks deposited, regardless of how they are deposited, are required to be properly endorsed.

Q. How will I know what my daily deposit limit is?
A.
You will receive your daily limit in the e-mail that contains your password. If you are over your limit your deposit may be declined.

Q.  Why do my accounts have different limits?
A. 
Each account is reviewed separately and limits are set based on the review of that individual account. 

Q. Can business and personal accounts be separated by login ID's?
A.
  We assign one login ID for each device.  All accounts will be listed under that Login ID including business and personal accounts for that user.

Q.  I have a new mobile device and my mDeposit is not working.
A.  
If you get a new device, please call us for a reset 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. to 3:00 p.m or email us at customer.service@rocklandtrust.com


mDeposit Computer with Scanner FAQs

Q. Where do I go to log-in from my computer?
A.
Go to https://xpressdeposit.com/xd/?bid=114116098 to log-in to mDeposit.

Q. Do I need a certain type of scanner?
A.
Yes, your scanner must be TWAIN compatible.  Check with your scanner instructions to verify your personal scanner is TWAIN compatibles.

 

 

Customer Service:



   Call 1.800.222.2299


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

Sunday: 11 am - 3 pm


       

Watch & learn more about Rockland Trust Mobile Banking