Rockland Trust Mobile Banking CenterFrequently Asked Questions
If you are a current mobile banking customer, after January 23, 2013, you will need to delete your old mobile banking app and install the new Rockland Trust mobile banking app.
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. Is mobile banking supported on my phone?A. Mobile banking is supported on most phones with a mobile web browser that supports cookies. In addition, the mobile app is now available on most smartphones including iPhone and Android™.
Q. Do I have to be enrolled in online banking before I can use mobile banking?A. Yes. You must be an online banking customer to us mobile banking.
Q. How do I sign up for mobile banking?A. On the bottom left of your online banking home page, go to Preferences.
As a convenience, you can also have our mobile web address sent to an email client on your mobile phone by entering your email address and clicking 'Send'. This will allow you to cut and paste the address from your email client into your mobile browser. 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.
Q. When I try to access mobile banking I get an error message. Why?A.You will need to enable mobile banking from within your online banking Preferences tab before using.
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Q. How much does this service 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. 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. Only the phone numbers you set up within your online banking can access your accounts. In addition, no account data is ever stored on your phone. And 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 12:00 p.m. to 4:00 p.m.
Q. Do I need a text message or data plan?A. Yes, a text messaging and/or data plan is typically needed, as data usage can become expensive without them. Please check with your wireless carrier for more information.
Q. Can I use mobile banking at any time? A. Yes, mobile banking is available 24 hours a day, 7 days a week.
Q. Can I pay a bill using mobile banking?A. Yes, you can pay payees you have set up within your online banking bill pay.
Q. Do I need a ID and password to use mobile banking? A. You will use the same user ID and password you use to access online banking.
Q. What are the shortcut text banking commands?A.
Back to top >> 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.
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. Which Rockland Trust accounts can I make transfers to/from in mobile banking?A. Transfers can be made to and from your own Rockland Trust accounts, to a previously linked (the account must linked within online banking), external account you have at another financial institution, or to another Rockland Trust customer using their e-mail address and last four digits of their account number. 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, review your transaction history through online banking to make sure that 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, and then close your browser through your mobile device browsing options. If you are using a downloadable app, click on Sign Off to stop your mobile banking session.
Q. Can someone intercept my mobile banking transactions?A. The 128-bit SSL encryption protects your information as it travels from your mobile device to Rockland Trust. The 128-bit SSL encryption technology is the same encryption that safeguards Internet traffic for secure web applications. 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:
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.
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 12:00 p.m. to 4:00 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. Password protect your mobile device if possible.
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