Mobile Banking FAQs

What is your Mobile Banking question about?

About Mobile Banking
Text Banking
Mobile Deposit
Security
Troubleshooting
Contacting Urban Partnership Bank

About Mobile Banking

Q. What is Urban Partnership Mobile Banking?

A. Mobile Banking gives you access to your personal or business accounts from your mobile web browser or a downloadable app, depending on your preference and your phone capabilities. Both options allow you to: view account balances, search recent account activity, transfer funds, pay bills, and find nearest ATM or branch locations. Mobile banking is also available for text (SMS). With this option you can view your account balance and make account transfers.

Q. Is mobile banking supported on my phone?

A. Mobile banking is supported on most phones with a mobile web browser that supports cookies. In addition, the mobile app is now available on most smartphones including iPhone and Android™.

Q. Do I have to be enrolled in online banking before I can use mobile banking?

A. Yes.

Q. How do I access mobile banking on my phone's browser?

A. You can visit www.upbnk.com rom your phone's browser, and login from the home page.

Q. When I try to access mobile banking I get an error message. Why?
A. Please contact Customer Service at 773.420.5050 if you have trouble logging in to your account.

Q. Does Urban Partnership Bank have an app for my mobile device?
A. Yes. Urban Partnership Bank has custom apps for the iPhone and most Android devices. Our UPB Anywhere app is for our retail customers, and our UPB Premier app is for our business customers.

Q. How do I install the downloadable application?

A. Retail Customers: From your app store, search for and install the upbAnywhere application. Business Customers: From your app store, search for and install the UPB Premier application.

Q. How much does this service cost?

A. There is no charge associated with this service. However, there may be charges associated with text messaging and data usage on your phone. Check with your wireless phone carrier for more information.

Q. Do I need a text message or data plan?

A. Yes, a text messaging and/or data plan is typically needed, as data usage can become expensive without them. Please check with your wireless carrier for more information.

Q. Can I use mobile banking at any time?

A. Yes, mobile banking is available 24 hours a day, 7 days a week.

Q. Can I pay a bill using mobile banking?

A. Not at this time.

Q. What happens if I get locked out of mobile banking?

A. Call Urban Partnership Bank Customer Service who is available to assist you by calling: 773.420.5050 weekdays 8:00 a.m. to 5:00 p.m. CT and Saturday 8:00 a.m. - 1:00 p.m. CT

Q. Do I need an ID and password to use mobile banking?

A. You will use the same user ID and password you use to access online banking.

Q. My mobile banking seems slow...why?

A. Connection speeds may vary for different wireless service providers, different data usage plans, and different geographical locations. If you experience a slow response while mobile web browsing or during data transmission, please check with your wireless service provider.

Q. How do I know if I can access mobile web banking through my cell phone?

A. If you have a mobile Internet browser and Internet access from your phone, it's likely you can use mobile web banking. Your mobile phone must support WAP (Wireless Application Protocol) 2.0 or higher, the international standard for applications using wireless communication. Most phones today support WAP. Display of your account information may vary depending on your phone. If you are using an older device that does not contain the required security features to use mobile banking, you may need to upgrade to a newer device to use mobile web banking. You may incur and are responsible for charges assessed by your wireless provider.

Q. Which Urban Partnership Bank accounts can I make transfers to/from in mobile banking?

A. Transfers can be made to and from your own Urban Partnership Bank accounts.

Q. How do I know if my transfer was submitted successfully?

A. Upon successful completion of a transfer, a confirmation message displays on the screen. If you do not receive a confirmation message, review your transaction history through online banking to make sure that the transfer was processed. You may also contact us for assistance at 800.905.7725 or 773.420.5050 Monday thru Friday from 8:00 a.m.to 5:00 p.m. CT and Saturday from 8:00 a.m. thru 1 p.m. CT.

Text Banking

Q. What are the shortcut text banking commands?

A.

BAL or BAL <account nickname> Request account balance
HIST <account nickname> Request account history
XFER <from account nickname> <to account nickname> <amount> Transfer funds between accounts
LIST Receive a list of keywords
HELP Receive a list of contact points for information on text banking
STOP Stop all text messages to the mobile device (for text banking and SMS alerts/notifications)

 

 

Security

Q. Is mobile banking secure?

A. The mobile banking service utilizes best practices from online banking, such as HTTPS, 128-bit SSL encryption, User ID and password access, and application time-out when your phone is not in use. Only the phone numbers you set up within your online banking can access your accounts. In addition, no account data is ever stored on your phone. And in the event your phone is lost or stolen, the service can be immediately disabled by calling us at 773.420.5050 weekdays 8:00 a.m. to 5:00 p.m. CT, Saturday 8:00 a.m. - 1:00 p.m.CT

Q. How do I securely leave my mobile banking browser session?

A. Select the Sign Off link to sign out of mobile banking, and then close your browser through your mobile device browsing options. If you are using a downloadable app, click on Sign Off to stop your mobile banking session.

Q. Can someone intercept my mobile banking transactions?

A. The 128-bit SSL encryption protects your information as it travels from your mobile device to Urban Partnership Bank. The 128-bit SSL encryption technology is the same encryption that safeguards Internet traffic for secure web applications.

Q. What are some tips to keep my mobile banking experience safe?

A. Here are some general good practices for banking on your mobile device:

  • Download and apply security updates and patches to your mobile browser when they are made available by your wireless provider. These are designed to provide you with protection from known possible security problems.
  • To prevent viruses or other unwanted problems, do not open attachments from unknown or untrustworthy sources.
  • Do not install pirated software or software from unknown sources.
  • Limit unauthorized access to your cell phone. Do not leave your mobile phone unattended during an open mobile banking session.
  • Never save your User ID and Password in the mobile phone, in memos, or anywhere on your device.
  • Always remember to log off properly using the Sign Off button when you have completed your mobile banking activities.
  • Be aware of the potential for fraudulent mobile banking apps.

Troubleshooting Tips

Q. Why are text commands not working?

A. If you have an auto signature added to all of your texts, our system will receive those characters and will try to make sense of them. Since the signature doesn't match a command, all of your texts to us will be interpreted wrong. Please shut off automated signatures when texting commands within our text banking product.

Q. My mobile device shows I have a strong signal, yet I cannot connect to the mobile web site on my device. What causes this to occur?

A. The signal display on the mobile device is an indication of the phone's ability to place calls. The mobile banking website requires a data network to perform data exchanges. The problem you described could be due to lack of signal or due to no data connection on the mobile device. Please contact your wireless service provider for assistance.

Q. What happens if I lose communication/signal during a transaction?

A. If you do not receive a confirmation message due to a lost signal, you may verify a transaction by reviewing your transaction in mobile banking. You may also contact us for assistance at 773.420.5050 weekdays 8:00 a.m. to 5:00 p.m. CT and Saturday 8:00 a.m. - 1:00 p.m. CT.

Q. What if I lose my mobile phone?

A. If your mobile device is lost or stolen, please report it to the bank and your wireless carrier immediately to assist in your recovery and to update your security information as necessary. There will be no financial information from Urban Partnership Bank saved on your mobile phone as part of our mobile banking service. Do not add your login credentials to the memo pad or voice record them on your mobile device, as this information could then be obtained by others. We recommend that you always password protect your mobile device.

Contacting Urban Partnership Bank

If you have additional questions, please contact Customer Service for assistance.