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CU-Mobile Banking Frequently Asked Questions

GENERAL INFORMATION What is CU-Mobile Banking? What functions can I perform through CU-Mobile? Is there a fee for CU-Mobile? Is CU-Mobile secure? Can someone access my CCU accounts if I lose my phone? Will I be able to access all of my accounts using CU-Mobile? What access modes are available? Do I have to choose between SMS messaging and WAP? Can I pay bills through CU-Mobile?

ACCESSING YOUR ACCOUNTS How do I enroll in CU-Mobile Banking? Can I add more than one mobile phone? What kind of mobile phone/devise is required for this service? The application doesn't appear correctly on my mobile device. I can’t find an APP or register my Apple® iPad? How do I change my CU-Mobile account settings? What are the Mobile Text Messaging commands? When texting “BAL” followed by a nickname, all accounts balances appear rather than just the account I requested. Why did this happen? What is the difference between Alert Service and SMS Service? Is it possible to only receive SMS alerts and not email? My e-Alerts (both Email and SMS) don’t arrive in real time, but within a few hours of the posted transaction. Is this normal? How do I stop receiving alerts?

GENERAL INFORMATION

What is CU-Mobile Banking? CU-Mobile allows anyone with a CU-Branch account to access their eligible accounts from a cell phone or mobile device. You can check account balances and review recent account activity 24 hours a day, 7 days a week.

What functions can I perform through CU-Mobile? • View account balances. • Search recent activity. • Transfer funds between your CCU accounts. • Connect to Popmoney® (person to person transfers – going live on January 13, 2013) • Pay bills through CU-BillPay. Page | 1

• Find CCU locations & office hours. • Locate (through GPS) directions to nearby CCU-owned ATMs, or close-by surcharge-free ATMs.

Is there a fee for CU-Mobile? There are no fees to use or access CU-Mobile. You should contact your mobile provider for information about fees associated with sending or receiving text messages or internet access.

Is CU-Mobile secure? CU-Mobile offers the same unique security and encryption as CU-Branch. This ensures that your mobile banking experience will always be safe and secure. CU-Mobile registration requires the same unique authentication process you use when you enter CU-Branch. No Identifiable Information: No mobile banking text message returns any personally identifiable information, such as your full account number, PIN, email, or personal address.

Can someone access my CCU accounts if I lose my phone? If your mobile phone is lost or stolen, no one can access your account without knowing your unique user name and password. If your mobile phone or other mobile devise is either lost or stolen, report it immediately to your mobile carrier. Then you should immediately log on to CU-Branch and delete the mobile phone number or device from the CU-Mobile main menu, or call CCU 24/7 at 800-711-3277.

Will I be able to access all of my accounts using CU-Mobile? CU-Mobile allows you to access all accounts that you currently view within CU-Branch, except shared accounts. Most accounts are eligible for Mobile Alerts and Text Messaging.

What access modes are available? 1) Receive SMS* text service and alerts on your mobile phone. 2) Use WAP* on your mobile browser. 3) Download an APP* from an APP store (i.e. Play Store for Android devices, and Apps Store for iPhones.) You can download a free Cornerstone CCU APP in either APP store.

Definitions: • SMS, short for “short message service”. SMS refers to sending text messages or text messaging • WAP, short for the “Wireless Application Protocol,” is a wireless application protocol that is used to transfer text, graphics and audio from web pages to hand-held wireless devices. • APP is an abbreviation for application. It is a term used to describe Internet applications that run on smartphones and other mobile devices. APPs help users by making it easier to use the Internet on their portable devices.

Do I have to choose between SMS messaging and WAP? During the registration process you may choose any or all of the CU-Branch™ options available for your mobile phone.

Can I pay bills through CU-Mobile? Bill payment functionality is available when you choose WAP service for use with your mobile phone. You must first be enrolled in CU-BillPay, available through CU-Branch.

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ACCESSING YOUR ACCOUNTS

How do I enroll in CU-Mobile Banking? You must first enroll in CU-Branch and then register your mobile phone by following the directions under the CU-Mobile tab located on your CU-Branch home page.

Can I add more than one mobile phone? Additional mobile phones and devises may be added for use by accessing the My Phone tab under the CU- Mobility tab in CU-Branch and clicking Add New Device.

What kind of mobile phone/devise is required for this service? To use the SMS Service & Alert Service, your mobile phone must be capable of sending and receiving text messages. For WAP service, your phone or other devise (i.e. tablet) must support web browsing functionality.

The application doesn't appear correctly on my mobile device. The application is only optimized for the iPhone and Android devices. Although you can access the CCU-Mobile site from other devices (i.e. tablets), we cannot guarantee that your experience will be optimal.

I can’t find an APP or register my Apple® iPad? At this time, CU-Mobile is not accessible by Apple® iPads, due to licensing constraints. Our CU-Mobile system processor is working with Apple, with connection expected in the third quarter of 2013.

How do I change my CU-Mobile account settings? CU-Mobile account settings can be changed from your personal computer on CU-Branch under the CU-Mobile tab. You can add or remove accounts, change account nicknames, and update your mobile phone number.

What are the Mobile Text Messaging commands? Send the following text messages to (59289) to get information on your accounts:

• BAL – Balance for all accounts signed up for Mobile Text Messaging • HIST(space)Mobile Account Nickname (e.g., HIST chk1) – Last four transactions

o Note: Text messages are not case-sensitive, but you must include a space between the command and your account nickname. • MORE – Use this command immediately after a HIST command to receive the next four transactions • ATM(space)Zip Code – Find the nearest ATM • BRANCH(space)Zip Code – Find the nearest branch • HELP – Use this command if you forget how to use Mobile Text Messaging • STOP – Use this command to unroll your device for Text Messaging and Mobile Alerts

When texting “BAL” followed by a nickname, all accounts balances appear rather than just the account I requested. Why did this happen? The “BAL” text message always shows all account balances. Nicknames are not used with the “BAL” text message; they are used with the “HIST” requests. [top of page]

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What is the difference between Alert Service and SMS Service? Alert Service sends automatic notices from your Credit Union to your mobile device containing information about your registered account(s). You define which alerts you want to see and when you want to be notified. SMS Service allows you to request account balance and history information on selected accounts at any time from your mobile device. Your information will be returned directly to your mobile device. (If you have registered your phone to receive Alert text messages, you automatically have access to the SMS Services.)

Is it possible to only receive SMS alerts and not email? Currently, you cannot uncheck Email alerts and just have SMS alerts. Email alerts are mandatory at this time. We do have an enhancement request in to be able to turn off Email alerts.

My e-Alerts (both Email and SMS)) don’t arrive in real time, but within a few hours of the posted transaction. Is this normal? Yes, this is a normal, the job is ran on your system every 2 to 3 hours from 6:30 am to 10:30 pm Eastern Time.

How do I stop receiving alerts? To stop receiving alerts on your mobile phone, access the Mobile Phone in CU-Branch and de-select the SMS/text alerts check box for the mobile device for which you no longer wish to receive alerts. Or text “STOP” to short code [top of page]

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