Q: What accounts are eligible for Mobile Deposit?

A: Most deposit accounts (checking, savings and money market) are eligible for Mobile Deposit. Deposit accounts must be open for greater than 60 days or have an initial deposit of $5,000 or more.

Q: What types of checks can I deposit with Mobile Deposit?

A: Most checks can be processed through Mobile Deposit. We are unable to accept Money Orders, International Checks, Traveler’s Checks, Counter Checks, Savings Bonds, or Third Party Checks through Mobile Deposit.

Q: Are there any limits on the dollar amount of deposits I can submit?

A: Yes. You will be limited to deposits of $6,000 per business day and $12,000 over a period of 5 business days.

Q: Do I photograph both the front and the back of my check?

A: Yes. During the deposit process, you will be required to photograph the front and back of your check.

Q: How do I endorse my check for Mobile Deposit?

A: You should endorse the back of your check with the following: “For Mobile Deposit Only, Insta Bank” followed by your signature.

Q: How will I know if Insta Bank received my deposit?

A: You will receive a Deposit Received Notification by email when your deposit has been received.

Q: How will I know when Insta Bank approved my deposit?

A: When your deposit is processed, you will receive a second email, either a Deposit Approved Notification or a Deposit Declined Notification. This email will indicate if the deposit was approved or declined for processing. If declined, a reason will be provided.

Q: When will my deposit post to my account?

A: If your deposit is received prior to 7:00 p.m. Central Time on a Business Day, the deposit will be processed on that same day. If your deposit is received on or after 7:00 p.m. Central Time or on a non‐Business Day, your deposit may not be processed until the next Business Day.

Q: Can I deposit more than one check at a time?

A: No, You can make multiple deposits in the same session however, each deposit can only contain one check.

Q: What if the check image I photographed is bad?

A: The system will automatically review the check image for issues such as blurry text, cut‐off images, and missing information. You may be prompted to retake the photo or resupply any pieces of information that are not included or accepted before your deposit will be processed. If you are unable to photograph a clear image, you can also make the deposit at the nearest Insta Bank location or by mailing your deposit to Insta Bank for processing.

Q: What do I do with my check after it is deposited?

A: After you receive the Deposit Approval Notification via email, we recommend that you securely store the original item for 10 Business Days after transmission to us. Promptly after the 10 Business Day retention period expires, you must destroy the original Item by first marking it “VOID” and then destroying it by cross‐cut shredding or another secure means of destruction. After destruction of the original Item, the image will be the sole evidence of the original Item.

Q: Can I make my opening account deposit through Mobile Deposit?

A: No, at this time Mobile Deposit cannot be used to initially fund a new account.

Q: What if I’ve made an error in my deposit?

A: If a deposit has been submitted with an error, please contact your Insta Bank advisor, or the Insta Customer Support Center at 000.000.0000.

Q: What if I submit the same deposit twice in error?

A: If the same deposit is submitted twice, it will be identified and stopped in processing. Should this occur, you will receive a Deposit Declined Notification for the second deposit received through the Mobile Deposit service.

Q: A check I submitted was returned, can I resubmit it?

A: If a deposit is returned, please do not re‐deposit the check with Mobile Deposit. You will receive written communication from Insta Bank if a deposit is returned.

Q: Will Mobile Deposit be accessible through Mobile Web or Text Banking?

A: Mobile Deposit will only be available via the Insta Bank App. Mobile deposit is not available through Mobile Web or Text Banking.

Q: Are there any prerequisites for using Mobile Deposit?

A: You must be enrolled in eBanking and successfully download the Insta Bank App from Google Play or the App Store. NOTE:Mobile Deposit is NOT available for Android Tablets at this time.

Q: What type of mobile device do I need to use Mobile Deposit?

A: You will need either an iPhone, iPad or the Android phone to use Mobile Deposit. In addition, Mobile Deposit is only available when you download the Insta Bank App.

Q: What type of internet connectivity do I need?

A: Your mobile phone must have an appropriate data plan that allows the transmission of data over the internet.

Q: What if the processing time to upload a check is very slow?

A: The processing from device to the bank and back is not controlled by Insta Bank. This is dependent upon your device, carrier, memory on the device, and current connection that you have. Try to improve one or more of these elements and re‐try uploading the check again.

Q: If I need additional information on Mobile Deposit, who can I call?

A: For additional assistance, please call the Insta Customer Support Center at 888.769.3796.

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Mobile Touch ID & Passcode

Q: What is Touch ID?

A: Touch ID provides easier access to Mobile Banking using Apple’s fingerprint reader. The Touch ID feature uses biometrics to scan your fingerprint and match it against a registered print instead of entering your User ID and Password.

Q: What is Passcode?

A: The Passcode provides easier access to Mobile Banking using a four‐digit passcode to sign in instead of a User ID and Password.

Q: What mobile devices can use Touch ID and Passcode?

A: For Touch ID, only Apple smartphones iPhone 5s and above are currently supported. For Passcode, all Apple iOS and Android Operating Systems. Touch ID and Passcode features are not supported for iPads or Tablets.

Q: How do I set up Touch ID or Passcode?

A: Choose the Settings option from the Mobile Banking menu. You will be prompted to login, for added security. Then click Quick Access and simply slide the bar to the right. NOTE: Only Touch ID supported devices will have the Touch ID slide bar.

Q: Will Touch ID work if I don’t have Touch ID enabled on my phone?

A: In order to use Touch ID on a supported device, you will first complete the Apple Touch ID set up on the device before Touch ID can be set up for Mobile Banking.

Q: How do I disable Touch ID or Passcode?

A: Touch ID or Passcode can be accessed at any time through the Settings option on the Mobile Banking menu. You will be prompted to login, for added security. Then click Quick Access and simply slide the bar to the left to disable. NOTE: Only Touch ID supported devices will have the Touch ID slide bar.

Q: What should I use for a Passcode?

A: Select a unique 4‐digit passcode that is discreet and confidential. Do not use numbers that contain part of a birthday, address, phone number, last 4 digits of social security numbers, or other information that could be obtained using public records. The numbers must not be repeating (i.e. 2233) and cannot be in ascending or descending sequential order (i.e. 1234, 9876).

Q: Can I change my Passcode?

A: At any time, you can select a new Passcode by accessing the Settings option on the Mobile Banking menu. You will be prompted to login, for added security. Then click Quick Access and Change Passcode.

Q: Why did I get asked for my User ID and Password?

A: For security purposes, when accessing Settings through Mobile Banking, you will be asked for your login information.

Q: Does Touch ID prevent other users from getting into my account?

A: Touch ID for mobile banking does not support guest users. However, if you have multiple persons set up in Apple Touch ID on your device, they may be able to access your Mobile Banking. You can remove fingerprints on your device through Apple Touch ID at any time.

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Mobile Payments

Q: Which Insta Bank cards can I use to make mobile payments?

A: Mobile payment technology can be used with these Insta Bank cards:

Insta Bank Visa® Check Card, Business Debit, Health Savings Account and Line of Credit – Apple Pay, Samsung Pay, and Google Pay
Insta Bank Visa® Credit Cards – Apple Pay, Samsung Pay and Google Pay
Insta Bank American Express® Credit Cards – Apple Pay

Q: Where can I use Apple Pay, Samsung Pay and Google Pay?

A: Mobile payments can be made with any merchant who can accept contactless payments.

Q: Can I make mobile payments internationally?

A: Yes. You can make mobile payments internationally as long as the merchant can handle contactless payments.

Q: Do I need to be connected to the internet to use mobile payment technology?

A: For in‐store contactless payments you do not need to be connected to the internet.

Q: How can I add my card to Apple Pay?

A: Enrolling in Apple Pay is easy. If your card is already on‐file with Apple (iTunes) and is eligible for the service, you will be offered an option to use it as your default account for Apple Pay. You can add other cards and will be prompted for a one‐time entry of account details such as name, card number, expiration date, and the three digit card verification value that can be found on the back of your card. Insta Bank and Apple will work behind the scenes to create a digital version of your account and enable you to start making payments with Apple Pay.

Q: How can I add my card to Samsung Pay?

A: To add an eligible card on a compatible Samsung phone, open the Samsung Pay app and then tap “ADD”. When adding your card, you can choose to take a picture of your plastic card or manually enter your card information. For each card you add, you will need to enter your security code (the 4‐digit number on the front your card), billing address and accept the terms of use for Samsung Pay.

Q: How can I add my card to Google Pay?

A: Most Android phones come with the application pre‐installed. If it is not, you can download it through Google Play Store.

In the Google Pay app on your device, touch the + sign to add a credit or debit card to pay using your phone. Position your card in the camera frame to automatically enter your card information. Enter the security code found on your card and provide additional information as required.

Accept the terms of service and set your screen lock. (Activating Device Administrator is part of the Google Pay setup process.) Follow any additional steps to verify your card.

Q: What should I do when I receive a new, renewed or replacement card?

A: For any new or replacement cards, you will need to go through the initial set up and provide the required details to add the card to your device and begin making mobile payments.

Q: What if I need to return an item?

A: Any returns should be processed as they are done today. However, individual merchant return policies may vary.

Q: What payment information will be on my receipt?

A: Receipts should look the same as they always have. However, in some cases, receipts created from mobile payments may display the last four digits of your digital account which may differ from the last four digits of your physical card.

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Security & Data Privacy

Q: How does using mobile payments keep my information more secure?

A: Mobile payment technology keeps your information secure and protects you from fraud by using a unique token code instead of providing the merchant with your name, full card number or security code. To complete a transaction, the payment may also be protected by using a PIN or TouchID, which reads your fingerprint.

Q: How does my device transmit payment details?

A: When shopping in‐store, simply activate the payment functionality on your device and hold the device in front of a contactless reader. The unique token code stored on the device will be transmitted directly to that contactless reader.

Q: How can I keep track of payments with my card?

A: Enroll or log in to eBanking to add alerts for your Insta Bank debit cards. These alerts will provide you with an email or text message letting you know when your card has been used.

Q: Will I receive an alert when enrolling my debit card?

A: If you have setup debit card alerts for your Insta Bank card, you may receive alert(s) when you enroll in mobile payments. The alert may be for $0.00 and from the state of California.

Q: Are my credit and debit card numbers passed to the merchant?

A: No, your credit and debit card numbers are NOT stored on the device. This helps to reduce the potential for fraud. Instead, a unique token code is used, and passed to the merchant.

Q: Can I remove my card stored on my device?

A: Yes, you can easily delete the card from your device. If you delete your card you will still be able to continue to make purchases with your physical credit or debit card.

Q: Are my purchases protected under zero liability?

A: Yes. Whether you use mobile payment technology or a physical card, you are protected with Zero Liability against fraudulent transactions.1

1The Visa Zero Liability policy covers U.S.‐issued cards only and does not apply to ATM transactions, PIN transactions not processed by Visa, or certain commercial card transactions. Cardholder must notify issuer promptly of any unauthorized use. Consult issuer for additional details.

Q: What information is stored about my purchases?

A: Transaction data is kept anonymous and recent purchase history is kept private, stored only on your device and is not used for marketing purposes.

Q: What if my physical card is lost or stolen?

A: Please contact Insta Bank as soon as possible. Once you receive your replacement card you can add your new card to your mobile device or wallet.

Q: What if my Apple device is lost or stolen?

A: If you believe your Apple device or Apple Pay Card information has been lost, stolen or compromised in any way, call the card provider immediately at the number on the back of your plastic card.

Use “Find My Apple Device” to quickly suspend or remove your digital account numbers for the device. Once you receive your new device, simply add cards to your wallet. In the meantime, you can continue to use your physical card without interruption.

Q: What if my Android device is lost or stolen?

A: If you believe your Android device or Google Pay Card information has been lost, stolen or compromised in any way, call the card provider immediately at the number on the back of your plastic card.

Use “Android Device Manager” to instantly lock your device from anywhere, secure it with a new password, and even wipe it clean of your personal information. If your device is found, you will need to add your card back to your Google Pay before making any Google Pay Purchases. In the meantime, you can continue to use your physical card without interruption.

Q: What if my Samsung device is lost or stolen?

A: If you believe your Samsung device or Samsung Pay Card information has been lost, stolen or compromised in any way, call the card provider immediately at the number on the back of your plastic card.

You can also go to Samsung’s “Find My Mobile” to help you find, lock and erase your phone. Samsung Payments can’t be made from your phone without being authorized via fingerprint or the PIN chosen during the setup process. If you have registered with Samsung’s Find My Mobile service, you can remotely erase information on the phone, including any cards stored in Samsung Pay. In the meantime, you can continue to use your physical card without interruption.

Q: If I sell or give my device to someone else, what will happen to the card information on the device?

A: When selling or giving away your device, you should make sure you delete all cards stored on your device. You may also reset your phone to factory settings which will remove all the card information.