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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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Will Mobile Banking time-out?

Yes. As a security measure, if your device detects a pause in activity and your phone goes into standby mode while you are logged in to Mobile Banking, your Mobile Banking session will end.

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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 PIN?

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

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Can I make a deposit through the app?

No. At this time, you cannot make a deposit to a personal or business account through NBT Bank Mobile Banking. You can however transfer funds between your NBT Bank accounts.

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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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Can I make a deposit through the app?

No. At this time, you cannot make a deposit to a personal or business account through NBT Bank Mobile Banking. You can however transfer funds between your NBT Bank accounts.

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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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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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