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Mobile Banking FAQ
Mobile Banking FAQ

Mobile Banking FAQ


Q: Is Mobile Banking secure?

A: Mobile Banking employs industry best practices with regards to security. Every time you access your accounts online, you are protected with a multi-layer security system designed to identify you in a number of ways. The multi-layer approach uses these three layers:

Login Credentials- while logging in, you are asked to provide your username and password

Device Monitoring- if you login from a device (tablet, phone or PC) that is not recognized you may be asked to provide additional information

Geographic Indicators- if access is being requested from a location from those we have observed in the past we may ask you to provide additional information


Q: What if my phone is lost or stolen?

A: Mobile Banking users must enter a unique username and password in order to see any information before use. You may also deactivate your phone's Mobile Banking capabilities through Online Banking in your User Options menu.


Q: How can I help keep my information safe?


  • Use a PIN/password on your devices.
  • Only download applications and updates/patches to your devices from a reputable source.
  • Install firewall, anti-virus, anti-spyware and anti-malware software on your devices as applicable and keep them current.
  • Never access online or Mobile Banking services using public wi-fi networks or otherwise insecure internet connections.
  • Always be wary of an offer “too good to be true” and other phishing emails or texts used to trick a recipient into revealing personal information, clicking on a malicious link, or opening a malicious attachment.


Q: How do I sign up for Mobile Banking?

A: When you login to Online Banking, the enrollment screen will automatically appear prompting you to begin the enrollment process, wait until later or decline. Or, once logged into Online Banking, go to User Options and Enroll under Mobile Banking Profile.


Q: Do I need to be an Online Banking user in order to use Mobile Banking?

A: Yes. Both are quick and easy to set up.


Q: I never received an activation code?

A: You may request a new activation code if it expires or is not received. To request a new activation code, login to Online Banking and click on User Options. From the Options page, click Manage Devices under the Mobile Banking Profile section. On the Main Menu page, from the My Devices tab, select Get a New Activation Code from the I want to list and click Go.


Q: What type of device can be used to access Mobile Banking?

A: West Bank's Mobile Banking is equipped to run on Apple, Android and Amazon mobile devices and tablets.


Q: What services are available in Mobile Banking?

A: Once enrolled, you will be able to check account balances, pay bills, transfer funds between accounts, review account activity, use Popmoney and locate West Bank branches and ATMs.


Q: Is there a fee to download the App?

A: No, the Mobile Banking app with West Bank is free.


Q: What if I do not want to download the App?

A: You do not need to download the App in order to use Mobile Banking. You may use the Mobile Browser option. Simply check the Mobile Browser option during the Enrollment process.


Q: What is the difference between the Mobile App and the Mobile Browser?

A: There are two primary modes of mobile access:

  • Mobile App
  • Mobile Browser

The Mobile App requires the customer to download West Bank's App from their devices' App Store. Access to accounts occurs through launching the App and entering login credentials.

The Mobile Browser Banking allows the user to access their accounts through a specified URL link designed to fit your device but the look and feel is similar to that of traditional PC-based Online Banking. To use the Mobile Browser Banking, you must register by clicking the Mobile Browers sign-up during Enrollment. A URL link will be sent to you to access accounts.


Q:Which accounts can I access on Mobile Banking?

A: West Bank's Mobile Banking is equipped to provide account information for any account you have set up in Online Banking. You may select which accounts you want to access during the Mobile Banking Enrollment process.


Q: Can I add more than more mobile phone?

A: Yes. You can enroll several mobile devices for Mobile Banking. To add a new phone, login to Online Banking and update your Mobile Banking profile in the User Options Menu.


Q: What if I change my phone number?

A: If you want to change the phone number connected to your Mobile Banking account, simply login to Online Banking and go to User Options. In your Mobile Banking profile settings, you will be able to enter your new preferred number. An activation code will be sent to the new phone number once changed.