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MOBILE BANKING FAQ

Q: Who can enroll in Mobile Banking?
A: Any individual who is currently enrolled in our online banking.

Q: What are the restrictions on the type of mobile devices that can be used to access accounts?
A: Mobile Banking works with any web-enabled mobile phone device or tablet whose network allows secure SSL traffic. Platinum Bank offers the iPhone and Android Apps for easy access.

Q: How do I cancel the Mobile Banking service?
A: Log into Platinum Bank’s online banking site > select Options> Mobile Settings>Deselect Activate Mobile Banking Access>click Agree. Or you can call 651-332-5200 and speak with a Concierge Banker.

Q: What if I lose my mobile device?
A: When you replace your device, log into the traditional online banking and edit your Mobile Settings. You will need to make any changes to the Wireless Provider and/or Phone Number. Please keep in mind that your account data is not stored on your device therefore; your information cannot be stolen.

Q: How do I know if a transaction was processed successfully?
A: A SMS Text Message will be sent to the mobile device that was entered when enrolling for mobile banking as confirmation for all successful transactions.

Q: What happens if communication/signal is loss during a transaction?
A: If you did not receive a SMS Text Message as confirmation for the transaction, check your accounts and re-submit any transactions that did not process.

Q: Why am I getting an error when I’m transferring funds?
A: It is possible you are receiving an error because of the cookie settings on your mobile device. You will want to enable the cookies on your device by accepting all cookies. After you have enabled the cookies, proceed with the transfer. After you have completed the transfer, change the cookie setting to “from visited.”

Q: Is bill payment available through Mobile Banking?
A: Yes, you are able to make payments to already established payees.

Q: Can I add a new Bill Payment Payee via Mobile Banking?
A: To add a new payee log in to Platinum Bank’s traditional online banking, select Bill Payment, and add a new payee.

Q: Can I delete a bill payment through my mobile device?
A: No, you will need to log into Platinum Bank’s traditional online banking and delete the payment from the bill pay module.

Q: Who do I call if I am having issues with Mobile Banking?
A: Please call a Relationship Banker at 651-332-5200.