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Frequently Asked Questions

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  Mobile Banking   How To User Guide FAQs

[Enrollment FAQs] [Mobile Device FAQs] [Features FAQs]

Enrollment

How do I enroll in Mobile Banking?

To enroll in Mobile Banking you must first enroll in NBT Online Banker. Enrolling in Online Banker is easy and is a great way to make your banking flexible and convenient. Get started by visiting: www.nbtbank.com/home/personal-banking/online-banking.html. Once you are enrolled in NBT Online Banker, you're on your way to the convenience of Mobile Banking. Simply log in to Online Banker, under the "Other Services" tab, select "Mobile" and complete the enrollment form. A step-by-step process can be found in our How To Guide.

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Can I cancel Mobile Banking at any time?

Yes. You can un-enroll from NBT Bank Mobile Banking through your Online Banker by navigating to "Other Services," "Mobile" and then selecting the "un-enroll" button.

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Can joint account holders both use Mobile Banking?

Yes; however, only one mobile device can be registered for mobile banking per NBT Online Banker account. For added account security, NBT Bank recommends each account holder maintain a separate Online Banker account and therefore separate Mobile Banking login information.

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Can I re-enroll in Mobile Banking after I opt out?

Yes. You may re-enroll in Mobile Banking at any time through your NBT Online Banker account.

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Can I use the same Login for Mobile Banking that I use for Online Banker?

To further protect your personal and financial information, NBT Bank encourages customers to use separate logins for Mobile Banking and NBT Online Banker.

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If I'm enrolled in Online Banker, do I have to be enrolled in Mobile Banking?

No. You are not required to enroll in Mobile Banking as an Online Banker user. However, you are required to be enrolled in Online Banker to use Mobile Banking.

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If I'm enrolled in Mobile Banking and I change phone numbers, what do I do?

To change the mobile phone number associated with your Mobile Banking login, you must un-enroll and re-enroll in Mobile Banking. To un-enroll, log into NBT Online Banker, select "Other Services" then "Mobile." You can then follow the enrollment process to register your new phone number for Mobile Banking.

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What is the difference between un-enrolling and disabling mobile access?

Un-enrolling in Mobile Banking will cancel or render invalid all aspects of your Mobile Banking user account. Your mobile device will no longer be enabled for NBT Bank Mobile Banking. Disabling Mobile Banking access will allow you to temporarily stop using Mobile Banking. It will allow you to save your Mobile Banking account (your Mobile Banking log in, PIN and mobile phone number) for your use at a later date.

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Can I change my login username?

Yes, you can change your Mobile Banking user name from your Online Banker account. Under "Other Services," click on "Mobile" and then "Change Login Details." Change your username, enter your current PIN number, confirm your current PIN number and click "Submit."

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Mobile Device Questions

Does the Mobile Banking app work on all devices?

NBT Bank Mobile Banking is available for all phones that are SMS text message and/or web browser enabled. 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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Does Mobile Banking work with all cell phone carriers?

Yes, Mobile Banking is available through all cell phone carriers and for all mobile phones that are SMS text messaging and/or web browser enabled.

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I have an auto signature attached to the text messages I send. Will this cause a problem when using SMS Texting for Mobile Banking?

Yes, the system will think the signature is a part of the account nickname and return an error. You need to disable the text message auto signature feature before you send text inquiries to Mobile Banking.

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My cell phone was lost / stolen, how do I opt out of Mobile Banking?

To un-enroll, log into NBT Online Banker, select "Other Services" then "Mobile." Here you can DISABLE mobile banking or UNENROLL from mobile banking.

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I don't have a data plan on my mobile device. Can I still use Mobile Banking?

Yes, if your mobile device is SMS text message enabled, you can still access Mobile Banking through text messages.

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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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