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Mobile Features Frequently Asked Questions

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| Mobile Features | Mobile Banking for Business Features |

Features

Can I make a mobile transfer to anyone and/or to any bank?

No. Similar to your experience with NBT Online Banker, you may only transfer funds between NBT Bank accounts.

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Can I pay bills through Mobile Banking?

Yes. You can easily pay bills using Mobile Banking for any payees that are set up within your NBT Online Banker.

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Is there a fee for Mobile Banking?

NBT Bank Mobile Banking is a free service available through Online Banker. Your carrier's standard text messaging fees and/or data plan fees will apply.

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What are the SMS text message commands for Mobile Banking?

Simply text, HELP ALL to 469228 to get a list of action commands or reference our How To Guide.

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Is Mobile Banking secure?

Yes, Mobile Banking uses the same multifactor authentication (MFA) security as NBT Online Banker. You will be asked to answer one of your Online Banker security questions every time you log into Mobile Banking. For additional tips on how to safely and securely use Mobile Banking, visit our Security Center.

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If I transfer funds through Mobile Banking, will the transfers be processed immediately or will there be a delay?

Mobile Banking transfers between NBT Bank accounts are processed immediately, just as experienced within Online Banker.

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If I pay bills through Mobile Banking, will the payments be processed immediately or will there be a delay?

Mobile Banking bill payments are processed to payees immediately or as scheduled, just as experienced within Online Banker.

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Is there a fee for the NBT Bank Mobile Banking app?

No. The NBT Bank Mobile Banking application is offered free to any NBT Bank customer with an Apple or Android mobile device.

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Who do I contact for help?

For assistance with NBT Bank Mobile Banking, please contact Customer Service at 1-800-NBT-BANK (1-800-628-2265) or customerservice@nbtbank.com. Please also reference our How To Guide for tips and helpful information on using Mobile Banking.

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How long will the app stay open before it times out?

The NBT Bank Mobile Banking app will time out after it remains idle for 15 minutes. NBT Bank recommends logging out of the app after each use to protect your financial information.

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How do I access Mobile Banking?

NBT Bank offers three convenient and secure ways to manage your personal banking needs from your mobile device: through SMS text message; through your mobile device's web browser or through an application available for Apple and Android devices.

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What do I do if I forget my Mobile Password?

If you have forgotten your Mobile Password, please contact our Call Center at 1.800.628.2265 for assistance.

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How do I change the account my bills come from within NBT Bank Mobile Banking?

Once you have selected your Payee (or bill you wish to pay) within NBT Bank Mobile Banking, you will be prompted with a drop-down menu to select the account you would like to use to pay your bill. You will then select the amount you wish to pay, and on which date they payment should be delivered. Click "Submit" to process the payment.

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Can I draft an ACH/Payroll/Wire transaction through Mobile Banking?

No, as a security feature, you may only use NBT Bank Mobile Banking for Business to approve a pending transaction.

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How do I change the account my bills come from within NBT Bank Mobile Banking?

Once you have selected your Payee (or bill you wish to pay) within NBT Bank Mobile Banking, you will be prompted with a drop-down menu to select the account you would like to use to pay your bill. You will then select the amount you wish to pay, and on which date they payment should be delivered. Click "Submit" to process the payment.

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How do I access the main menu in Mobile Banking?

After you log in to Mobile Banking, in the upper left-hand corner.

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I am not seeing the new features in Mobile Banking.

To take advantage of the new features available in NBT Bank Mobile Banking you must first complete the available update for the application. We encourage you to check your update notifications on a regular basis to ensure you can take advantage of improvements and new features as they become available.

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How do I view additional detail on transactions on my account?

To view additional detail on a single transaction on your account, click on the specific transaction you would like to learn more about and you will be taken to a new screen with additional details for your reference.

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NBT Bank Mobile Banking for Business

Can I draft an ACH/Payroll/Wire transaction through Mobile Banking?

No, as a security feature, you may only use NBT Bank Mobile Banking for Business to approve a pending transaction.

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Can I make an adjustment to an ACH/Payroll/Wire transaction through Mobile Banking?

No, as a security feature, we do not allow customers to change or draft ACH/Payroll/Wire transactions through NBT Bank Mobile Banking for Business.

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How is dual control maintained with NBT Bank Mobile Banking for Business?

Your company's dual control process will remain intact even when using NBT Bank Mobile Banking for Business. An employee's Mobile Banking login is connected to his/her NBT Online Banker for Business login. Therefore, an individual cannot draft an ACH/Payroll/Wire transaction in NBT Online Banker for Business and then approve it through NBT Bank Mobile Banking for Business. An individual may only use NBT Bank Mobile Banking for Business to approve a transaction drafted by another user within your company.

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Can I get access to all of my Business Apps through NBT Bank Mobile Banking for Business?

No, you cannot access all NBT Online Banker Business Apps through NBT Bank Mobile Banking for Business at this time. If you have enrolled in the corresponding service tiers, NBT Bank Mobile Banking for Business will provide you the ability to: complete inter-account transfers; pay bills; and authorize pending wire transfers, ACH Payments, payroll transactions and collections.

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