Troubleshooting the RBFCU Mobile App
If you’re having issues with the RBFCU Mobile app, we’re here to help. Here are solutions to common problems members experience with signing in, biometric usage, usernames, passwords and more:
How to update | General questions | Device support & settings |
Sign-in help | Help with biometric sign-in (Fingerprint, Touch ID®,
Face ID®, etc.) | Video tutorials | Help with features | Quick Balance help | Widget help | Help with Plaid | Additional help
First step in troubleshooting: Update your app to the latest version
While you’ll only need to download the RBFCU Mobile app once, RBFCU will periodically release updated versions as we make improvements.
If you’re having issues using the app, please verify your device is using the latest version, and update if necessary.
To verify you have the latest version of the RBFCU Mobile app:
- Go to the RBFCU Mobile app listing on the Apple® App Store® or Google Play™ on your phone.
- If you see an “Update” button, your app needs to be updated to the latest version.
- Tap the button to update, then open the RBFCU Mobile app and see if your issue persists. If your issue isn’t resolved, read the FAQs below for more guidance.
Please note: The RBFCU Mobile app requires the latest operating systems (OS) for security updates:
- iPadOS® 13 or later
- iPhone® iOS 13 or later
- Android™ OS 8.0 or later
The best way to make sure you’re getting the RBFCU Mobile app’s latest features and security enhancements is to enable automatic app updates on your device. See “How do I get the RBFCU Mobile app to update automatically?” below for instructions.

-
How do I navigate the RBFCU Mobile app?
With the RBFCU Mobile app, your personal finances are easy to manage. Watch this video and learn how to use the app’s basic features:
-
How do I update the RBFCU Mobile app to the latest version?
To update the RBFCU Mobile app to the latest version:
- Go to the RBFCU Mobile app listing on the Apple App Store or Google Play on your phone.
- If you see an “Update” button, your app needs to be updated to the latest version.
- Tap the button to update.
For full app functionality, please ensure your device is running the latest software. The RBFCU Mobile app requires the latest operating systems (OS) for security updates:
- iPadOS 13 or later
- iPhone iOS 13 or later
- Android OS 8.0 or later
-
How do I get the RBFCU Mobile app to update automatically?
For Apple users:
- Open the Settings app on your device.
- Tap App Store.
- Tap the toggle next to “App Update” to turn on automatic updates for all app.
Please note: Enabling automatic updates in the App Store Settings will enable this setting for all apps on your device.
For Android users:
- Open the Google Play app.
- At the top right, tap the profile icon.
- Tap “Manage apps & device.”
- Tap “Manage” and find the RBFCU Mobile app.
- Tap on the RBFCU Mobile app’s name to open the app’s “Details” page.
- On the RBFCU Mobile app’s Details page, tap the three dots in the top right corner.
- Turn on “Enable auto update.”
Please note: Settings can vary by phone. For more information about your specific device, visit the manufacturer’s website.
-
Why was I signed out of the RBFCU Mobile app?
To ensure your account remains secure, you will be automatically signed out of the RBFCU Mobile app after 10 minutes of inactivity. To resume access to your account, simply sign in to the app again.
-
Do I have to accept the Terms and Conditions to use the RBFCU Mobile app?
Yes. Members are required to accept the Terms and Conditions after installing and opening the app before they are able to sign in.
-
How do I download the RBFCU Mobile app?
To download the RBFCU Mobile app:
- On an Apple device: Click here from your device, or search “RBFCU” on the App Store
- On an Android device: Click here from your device, or search “RBFCU” on Google Play
For full app functionality, please ensure your device is running the latest software. The RBFCU Mobile app requires the latest operating systems (OS) for security updates:
- iPadOS 13 or later
- iPhone iOS 13 or later
- Android OS 8.0 or later
-
What mobile operating system versions are supported by the RBFCU Mobile app?
The RBFCU Mobile app requires the latest operating systems (OS) for security updates:
- iPadOS 13 or later
- iPhone iOS 13 or later
- Android OS 8.0 or later
Older devices that are unable to run the latest OS versions may not receive the OS security updates needed to run the RBFCU Mobile app. If you have an older device or you choose to use an older OS version on your device, you may not be able to access or use all the features available in the RBFCU Mobile app.
-
How do I verify which OS version is running on my mobile device?
To verify which operating system (OS) version is running on your mobile device:
For iPhone or iPad, open the “Settings” app, tap “General” and select “About.” Look for “Software Version” to see the iOS version your device is using.
For Android, open the “Settings” app, then select “About Phone” or “About Device.” Tap “Software information” to see the OS list for “Android Version.”
-
Are older devices supported by the RBFCU Mobile app?
Older devices that are unable to run the latest operating system (OS) versions may not receive the OS security updates needed to run the RBFCU Mobile app. If you have an older device or you choose to use an older OS version on your device, you may not be able to access or use all the features available in the RBFCU Mobile app.
Additionally, only certified devices are supported by the RBFCU Mobile app. If you need assistance with your device, please contact your mobile carrier or device’s manufacturer.
If you have an older mobile device, you can still access your Online Banking account by visiting rbfcu.org on your device’s browser.
-
How can I manage permission settings for the RBFCU Mobile app on my device?
You can change permissions to allow or deny apps to use various features on your phone, such as your camera or contacts list in your phone’s Settings.
Please note: Settings can vary by phone. For more information, contact your device’s manufacturer.
For Apple users:
- Open the Settings app on your device.
- Scroll down to the list of apps at the bottom, and choose the RBFCU Mobile app (listed as “RBFCU”).
- Here, you can choose to enable or disable permissions for specific app features.
For Android users:
- From the Home screen, swipe up to access “All Apps.”
- Find and open the Settings app.
- Tap “Apps & Notifications.”
- Tap the RBFCU Mobile app (listed as “RBFCU”). If you can't find it, first tap “See all apps” or “App info.”
- Tap “Permissions.” Here, you can enable or disable permissions for specific app features by tapping a feature, then choosing “Allow” or “Deny.”
-
Can I reset my username or password from the RBFCU Mobile app?
Yes. Open the RBFCU Mobile app on your phone, and tap “Having Trouble Signing In?” Follow the prompts to reset your username or password.
-
Can I change my username, password, or security questions and answers from the RBFCU Mobile app?
Yes. Open the RBFCU Mobile app and sign in to your account. Tap the profile icon in the top-right corner of the screen and select “Profile Settings.” Here, you can choose to change your username, password, or security questions and answers.
-
If I use biometrics (fingerprint or face) to sign in to the RBFCU Mobile app, will I have to enter my password?
No. If you’ve enabled “Remember Me” to use biometrics to sign in to the RBFCU Mobile app, you do not need to enter your password each time you sign in.
-
How do I turn on the 'Remember Me' option in the RBFCU Mobile app?
The Remember Me option works in two distinct ways, based on your mobile device’s capabilities. To use the feature:
- Open the RBFCU Mobile app and enter your username and password.
- Before you tap the “Sign In” button, toggle the “Remember Me” button under the password field to "on."
If your device has both face/fingerprint (biometric) and passcode locks, enabling Remember Me will store your username and password, and allow you to use biometric options or your passcode when signing in.
If your device has a passcode lock only, and is not compatible with biometrics, enabling Remember Me will only store your username. You will still have to enter your password each time you sign in.
Once you enable Remember Me within the app, you will be prompted to sign in with your username and password at least once to verify. Your credentials will be captured, and you can sign in using a biometric option or password next time you sign in.
Remember Me option in RBFCU Mobile app:
Biometric options on Android device:
Apple device with Touch ID:
Apple device with Face ID:
-
How do I turn on the 'Remember Me' option in the RBFCU Mobile app?
The Remember Me option works in two distinct ways, based on your mobile device’s capabilities. To use the feature:
- Open the RBFCU Mobile app and enter your username and password.
- Before you tap the “Sign In” button, toggle the “Remember Me” button under the password field to "on."
If your device has both face/fingerprint (biometric) and passcode locks, enabling Remember Me will store your username and password, and allow you to use biometric options or your passcode when signing in.
If your device has a passcode lock only, and is not compatible with biometrics, enabling Remember Me will only store your username. You will still have to enter your password each time you sign in.
Once you enable Remember Me within the app, you will be prompted to sign in with your username and password at least once to verify. Your credentials will be captured, and you can sign in using a biometric option or password next time you sign in.
Remember Me option in RBFCU Mobile app:
Biometric options on Android device:
Apple device with Touch ID:
Apple device with Face ID:
-
How do face and fingerprint options work with the RBFCU Mobile app?
The RBFCU Mobile app’s “Remember Me” option allows you to use face or fingerprint (biometric) options to identify and authenticate you when signing in to your account.
Once you enable Remember Me within the app, you will be prompted to sign in with your username and password at least once to verify. Your username and password will be captured, and you can sign in using a biometric option starting next time you sign in.
-
How do I set up fingerprint or face recognition on my device?
To turn on face and fingerprint (biometric) options on your device, open the “Settings” app, and follow the instructions provided with your device. To enable biometrics options, you’ll also need to set up a passcode lock, if you haven’t already. For additional help enabling biometrics, choose your option/device below:
After you’ve enabled biometrics:
- Open the RBFCU Mobile app.
- Enter your username and password.
- Enable “Remember Me” by tapping the toggle switch under the “Password” field.
- Tap the “Sign In” button.
Once you enable Remember Me within the app, you will be prompted to sign in with your username and password at least once to verify. Your username and password will be captured, and you can sign in using a biometric option starting next time you sign in.
-
Can I access my account if fingerprint or face recognition don't work on my phone?
Yes. You will always have the option to sign in to the RBFCU Mobile app with your username and password.
-
If I use biometrics (fingerprint or face) to sign in to the RBFCU Mobile app, will I have to enter my password?
No. If you’ve enabled “Remember Me” to use biometrics to sign in to the RBFCU Mobile app, you do not need to enter your password each time you sign in.
-
I have fingerprint or face sign-in enabled. Why isn't my biometric option working?
Some Android devices have both fingerprint and face sign-in options and require users to enable both for biometric sign-in to work. If your device offers both options, please close the RBFCU Mobile app, make sure both are set up properly in your device's “Settings,” open the RBFCU Mobile app and try enabling biometric sign-in again.
-
I have Iris sign-in enabled. Why isn't my biometric option working?
On certain devices, the OS settings may not save the credentials when using Iris. It is recommended that you try using another biometric option, such as face or fingerprint sign-in if you wish to save your credentials.
-
How do I contact RBFCU from the RBFCU Mobile app?
To contact RBFCU by chat, secure message or phone:
- Sign in to the RBFCU Mobile app.
- Tap the + button at the bottom of the screen to view your options.
- Tap “Contact Us.”
- Select “Start Chat,” “Send a Secure Message” or “Call Member Services.”
-
How can I locate my nearest RBFCU branch or ATM using the RBFCU Mobile app?
To locate your nearest RBFCU branch or ATM:
- Sign in to the RBFCU Mobile app.
- Tap the + button at the bottom of the screen to view your options.
- Tap “Contact Us.”
- Select “Locate a Branch or ATM” to open the location search.
-
How do I enroll in Paperless Statements?
Visit the Paperless Option page in your Online Banking account to enroll in Paperless Statements.
To enroll via the RBFCU Mobile app:
- Sign in to the RBFCU Mobile app.
- Tap the + button at the bottom of the screen to view your options.
- Tap the “View Services” icon.
- Tap “Paperless Option.”
- Check the boxes to agree to the Paperless Preference Agreement and consent to receive electronic documents.
- Tap the toggle to switch it from “Disabled” to “Enabled.”
-
How do I view my account statements in the RBFCU Mobile app?
To view your account statements in the RBFCU Mobile app:
- Sign in to the RBFCU Mobile app.
- Tap the account for the statement you’d like to view.
- After your Account Activity loads, tap the + button at the bottom of the screen to view your account options.
- Tap “View Statements” to see your current and previous statements for the account.
Please note: You must be enrolled in Paperless Statements to access your account statements in the RBFCU Mobile app. To enroll in Paperless Statements:
- Sign in to the RBFCU Mobile app.
- Tap the + button at the bottom of the screen to view your options.
- Tap the “View Services” icon.
- Tap “Paperless Option.”
- Check the boxes to agree to the Paperless Preference Agreement and consent to receive electronic documents.
- Tap the toggle to switch it from “Disabled” to “Enabled.”
-
How do I use Manage Cards in the RBFCU Mobile app?
Watch this video to learn how to activate and manage your cards using our Manage Cards feature:
-
How do I transfer money between my accounts with Move Money in the RBFCU Mobile app?
Watch this video to learn how to make transfers between your accounts using our Move Money feature:
-
How do I enable push notifications for the RBFCU Mobile app?
Currently, the RBFCU Mobile app is only using push notifications with the STAR program.
For Apple users:
- From the Home screen, open the Settings app on your device.
- Scroll down to the list of apps at the bottom, and choose the RBFCU Mobile app (listed as “RBFCU”).
- Tap “Notifications.”
- Toggle “Allow Notifications” to on and set your preferences.
For Android users:
- From the Home screen, swipe up to access “All Apps.”
- Find and open the Settings app.
- Tap “Apps.”
- Choose the RBFCU Mobile app (listed as “RBFCU”) from the list.
- Tap “Notifications.”
- Toggle “Show Notifications” to on and set your preferences.
-
Does the RBFCU Mobile app use push notifications for Alerts?
Currently, the RBFCU Mobile app is only using push notifications with the STAR program.
Account Alerts are sent via email and text message. Click here to sign in to your Online Banking account and manage your Alerts.
To manage your Alerts in the RBFCU Mobile app:
- Sign in to the RBFCU Mobile app.
- Select the profile icon in the upper-right corner.
- Select “Set Alerts.”
- Select the type of Alert you’d like to manage from “Account & Loan Alerts,” “Card Alerts” or “Other Alerts.”
- Choose an account and follow the prompts to set your Alert preferences.
-
How do I manage text or email Alerts on my account?
You can turn Alerts on and off on the Set Alerts page in your Online Banking account.
To manage Alerts in the RBFCU Mobile app:
- Sign in to the RBFCU Mobile app.
- Select the profile icon in the upper-right corner.
- Select “Set Alerts.”
- Select the type of Alert you’d like to manage from “Account & Loan Alerts,” “Card Alerts” or “Other Alerts.”
- Choose an account and follow the prompts to set your Alert preferences.
-
How do I open a checking account from the RBFCU Mobile app?
To open a new checking account:
- Sign in to the RBFCU Mobile app.
- On the Account Summary page, tap “New Account” under “Deposit Accounts.”
- Verify your address, and tap “Let’s Get Started” to follow the self-service directions.
-
What is 'Quick Balance' and how do I enable it on the RBFCU Mobile app?
Quick Balance is a feature that allows you to see limited information about your account — like your account’s nickname and current balance — at a glance on the RBFCU Mobile app sign-in page, without signing in to the app.
However, you must sign in to the RBFCU Mobile app at least once to activate Quick Balance.
To enable the Quick Balance option in the RBFCU Mobile app:
- Open the RBFCU Mobile app and, before you sign in, look for “Quick Balance” at the bottom of the sign-in screen.
- Tap “Quick Balance” to bring up the feature. Tap the “Settings” (gear) icon on the right to open the Settings on your phone.
- In the RBFCU Mobile app settings, turn the toggle switch next to “Quick Balance” to the “on” position.
You can also enable the Quick Balance option by going directly to your phone’s Settings, and updating the settings for the RBFCU Mobile app.
Please note: Anyone who uses your mobile device will be able to see your account balances when Quick Balance is enabled.
-
How do I turn off 'Quick Balance' in the RBFCU Mobile app?
If you've enabled Quick Balance in the RBFCU Mobile app, but no longer wish to use it, you can disable it any time:
- Open the RBFCU Mobile app and, before you sign in, look for “Quick Balance” at the bottom of the sign-in screen.
- Tap “Quick Balance” to bring up the feature. Tap the “Settings” (gear) icon on the right to open the Settings on your phone.
- In the RBFCU Mobile app settings, turn the toggle switch next to “Quick Balance” to the “off” position.
You can also disable the Quick Balance option by going directly to your phone’s Settings, and updating the settings for the RBFCU Mobile app.
Please note: Anyone who uses your mobile device will be able to see your account balances when Quick Balance is enabled.
-
How do I add or remove the RBFCU Mobile app widget to my device's home screen?
The widget is currently only available on Android devices. The widget for Apple devices is still in development and will be included in a future release.
To use the widget, you must enable Quick Balance:
- Open the RBFCU Mobile app and, before you sign in, look for “Quick Balance” at the bottom of the sign-in screen.
- Tap “Quick Balance” to bring up the feature. Tap the settings (gear) icon on the right to open the Settings on your phone.
- In the RBFCU Mobile app settings, turn the toggle switch next to “Quick Balance” to the “on” position.
To add the widget to your device’s home screen:
For Android users:
- Hold your finger down on your device's home screen until the edit screen appears.
- Tap “Widgets” at the bottom of your home screen.
- Find the RBFCU Mobile app widget, and select and hold it until you’re allowed to place it.
- Place the RBFCU Mobile app widget on your home screen and adjust the size as desired.
To remove the RBFCU Mobile app widget, edit your home screen and follow the prompts.
-
How do I adjust the refresh interval for the RBFCU Mobile app widget?
To adjust the refresh interval for the RBFCU Mobile app widget:
- Open the RBFCU Mobile app and, before you sign in, look for “Quick Balance” at the bottom of the sign-in screen.
- Tap “Quick Balance” to bring up the feature. Tap the settings (gear) icon on the right to open the Settings on your phone.
- Tap “Widget refresh interval” under “Widget Settings,” then choose a refresh interval of every ½ hour, hour, 2 hours, 4 hours, 8 hours or on demand.
Please note: The widget is currently only available on Android devices. The widget for Apple devices is still in development and will be included in a future release.
“Widget Settings” for the RBFCU Mobile app in Settings:
“Widget Refresh Interval” options for the RBFCU Mobile app in Settings:
Quick Balance: What is it, and how does it work?
Quick Balance is a feature that allows you to see limited information about your account — like your account’s nickname and current balance — at a glance on the RBFCU Mobile app sign-in page, without signing in to the app.
However, you must sign in to the RBFCU Mobile app at least once to activate Quick Balance.
Please note: Anyone who uses your mobile device will be able to see your account balances when Quick Balance is enabled.
How to enable Quick Balance in the RBFCU Mobile app
1. Open the RBFCU Mobile app
Open the RBFCU Mobile app and, before you sign in, look for “Quick Balance” at the bottom of the sign-in screen.
2. Select Quick Balance settings
Tap “Quick Balance” to bring up the feature. Tap the settings (gear) icon on the right to open the Settings app on your phone.
3. Turn on 'Quick Balance' in Settings
In the RBFCU Mobile app settings, turn the toggle switch next to “Quick Balance” to the “on” position.
Widget: What is it, and how does it work?
The RBFCU Mobile app widget is a tile on your device’s home screen that allows you to see a snapshot of your account information — like your account's nickname and current balance — without opening the app.
Please note: To use the widget, you must enable Quick Balance, which means anyone who uses your mobile device will be able to see your account balances. The widget is currently only available on Android devices.
How to enable the RBFCU Mobile app widget
1. Edit the home screen
Hold your finger down on your device's home screen until the edit screen appears.
2. Tap 'Widgets'
Tap “Widgets” at the bottom of your home screen.
3. Find the RBFCU Mobile app widget
Find the RBFCU Mobile app widget, and select and hold it until you’re allowed to place it.
4. Place and resize
Place the RBFCU Mobile app widget on your home screen and adjust the size as desired.
-
What is Plaid?
Plaid is a service that helps securely establish a connection between your RBFCU accounts and your external accounts at other financial institutions.
-
Why am I being rerouted to this third-party service to enter my external account?
As specified by Automated Clearing House (ACH) rules, RBFCU must confirm the account to be debited is valid. We have chosen to utilize Plaid to make this confirmation on RBFCU’s behalf.
-
What are micro-deposits?
Micro-deposits are small sums of money ($0.01-$0.99) that are transferred online from one financial account to another. The purpose of the micro-deposits is to verify the receiving account. Plaid sends two micro-deposits and verifies the deposited amounts within 1-2 business days. After verification is completed, the funds are automatically recovered. When verification is not completed, the micro-deposit auto-expires and the funds are automatically recovered.
-
Where do I go to verify my micro-deposits?
- Select the “Move Money” menu in Online Banking or the RBFCU Mobile app.
- Select “Make a Payment.”
- Select the external account you wish to verify in the “From” drop-down menu, and then select “Verify Account.”
- You will be taken to Plaid where you can enter the micro-deposit amounts.
- After successfully verifying your external account, you’ll be able to use that account to “Make a Payment” to your RBFCU loan or credit card.
-
Can I set up a recurring payment using my external account?
You can, but first you’ll need to link and verify your external account using Plaid.
- Select the “Move Money” menu in Online Banking or the RBFCU Mobile app.
- Select “Make a Payment.”
- Select “Add Other Account,” then “External Account.”
- Enter your external account details and select “Add External Account.”
- You’ll be asked to validate your account through Plaid while initiating the recurring payment.
-
Why am I getting an error message that says 'unable to validate credentials for this financial institution'?
The information for your external account entered into RBFCU’s Online Banking or mobile app is either incorrect or does not match your other financial institution’s routing number and/or account number. Please verify that you’ve entered your external account details correctly.
-
Why am I getting an error that says 'connectivity down'?
If you’re receiving a “connectivity down” error message, there may be an issue connecting to the other financial institution. Please select the “Link with account number” option, where you can enter your external account information to manually link the account with the micro-deposits.
-
Why do I see duplicate external accounts listed in Move Money?
You may have added your external account previously as an RBFCU account and again as an external account. To remove any duplicates:
- Select the “Move Money” menu in Online Banking or the RBFCU Mobile app.
- In Online Banking, select “Send Money to Someone Else.” In the RBFCU Mobile app, select “Transfer/Send Money,” then “Send Money to Someone Else.”
- Choose the “Account” option.
- Select the “Remove Favorites” link at the bottom of the screen.
- Choose the Favorite you’d like to delete, then select “Delete” when the option appears.
Additional help
Still having issues? Contact RBFCU and a representative will be able to provide assistance from 8 a.m. to 6 p.m. Monday through Friday, and from 8:30 a.m. to 4 p.m. Saturday.
- mobileapp@rbfcu.org
- San Antonio/Corpus Christi/Dallas-Fort Worth: 210-945-3300, ext. 53774
- Austin: 512-833-3300, ext. 53774
RBFCU does not charge a fee for the RBFCU Mobile app, but you may be charged for data by your mobile wireless provider.
Apple, the Apple Logo, iPhone, iPad, Face ID and Touch ID are trademarks of Apple, Inc., registered in the U.S. and other countries.
Google Play, the Google Play logo and Android are trademarks of Google LLC.