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 | Sign-in help | Help with biometric sign-in (Fingerprint, Touch ID, Face ID, etc.) | Quick Balance help | Additional help

 

General Questions

  • How do I download the RBFCU Mobile app?
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    To download the RBFCU Mobile app:

    For full app functionality, please ensure your device is running the latest software. Apple devices require iOS 11.0 or later, and Android devices require Android 5.0 or later.

  • How do I update the RBFCU Mobile app to the latest version?
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    Image of the RBFCU Mobile app in the App Store on an iPhone screen, with an Update button to update the app. To update the RBFCU Mobile app to the latest version:

    1. Go to the RBFCU Mobile app listing in the Apple App Store or Google Play Store on your phone.
    2. If you see an “Update” button, your app needs to be updated to the latest version.
    3. Tap the button to update.

    To run the latest version of the RBFCU Mobile app, Apple devices require iOS 11.0 or later, and Android devices require Android 5.0 or later.

  • Do I have to accept the Terms and Conditions to use the RBFCU Mobile app?
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    Yes. Members are required to accept the Terms and Conditions after installing and opening the app before they are able to sign in.

  • Why was I signed out of the RBFCU Mobile app?
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    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.

  • How can I manage permission settings for the RBFCU Mobile app on my device?
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    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:

    1. From the Home screen, open the “Settings” app on your device.
    2. Scroll down to the list of apps at the bottom, and choose the RBFCU Mobile app.
    3. Here, you can choose to enable or disable permissions for specific app features.

    For Android users:

    1. From the Home screen, swipe up or tap the “All Apps” button.
    2. Find and open the “Settings” app on the “All Apps” screen.
    3. Tap “Apps & Notifications.”
    4. Tap the RBFCU Mobile app. If you can't find it, first tap “See all apps” or “App info.”
    5. Tap “Permissions.” Here, you can enable or disable permissions for specific app features by tapping a feature, then choosing “Allow” or “Deny.”
  • Where is the widget for the RBFCU Mobile app? How do I install it?
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    The widget for the RBFCU Mobile app for both Android and Apple devices is still in development and will be included in a future release.

  • What is 'Quick Balance' and how do I enable it on the RBFCU Mobile app?
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    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:

    1. Open the RBFCU Mobile app and, before you sign in, look for “Quick Balance” at the bottom of the sign-in screen.
    2. Tap “Quick Balance” to bring up the feature. Tap the “Settings” (gear) icon on the right to open the Settings on your phone.
    3. 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?
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    If you've enabled Quick Balance in the RBFCU Mobile app, but no longer wish to use it, you can disable it any time:

    1. Open the RBFCU Mobile app and, before you sign in, look for “Quick Balance” at the bottom of the sign-in screen.
    2. Tap “Quick Balance” to bring up the feature. Tap the “Settings” (gear) icon on the right to open the Settings on your phone.
    3. 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.

 

Sign-In Help

  • Can I reset my username or password from the RBFCU Mobile app?
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    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?
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    Yes. Open the RBFCU Mobile app and sign in to your account. Tap the “My 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?
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    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?
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    The Remember Me option works in two distinct ways, based on your mobile device’s capabilities. To use the feature:

    1. Open the RBFCU Mobile app and enter your username and password.
    2. 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:
    "Remember Me" option on RBFCU Mobile app

    Biometric options on Android device:
    Biometric options on Android device

    Apple device with Touch ID:
    Apple device with fingerprint option

    Apple device with Face ID:
    Apple device with face option

 

Help with Biometric Sign-In (Fingerprint, Touch ID, Face ID, etc.)

  • What is a lock screen?
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    A lock screen is a passcode, finger-swipe pattern, face or fingerprint used to access your phone when the screen goes into a dark or locked state.

  • Why do I need to enable a lock screen on my phone or tablet to access the RBFCU Mobile app?
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    App developers have to comply with increasing security standards required by mobile device operating systems. To meet these new requirements and because the RBFCU Mobile app allows access to your financial information, we now require members to use a lock screen in conjunction with the app’s built-in security features in order to keep your data as secure as possible.

  • Why am I getting a warning message saying my device does not have a lock screen?
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    A lock screen is a passcode, finger-swipe pattern, face or fingerprint used to access your phone when the screen goes into a dark or locked state.

    App developers have to comply with increasing security standards required by mobile device operating systems. To meet these new requirements and because the RBFCU Mobile app allows access to your financial information, we require members to use a lock screen in conjunction with the app’s built-in security features in order to keep your data as secure as possible.

    If your device doesn’t have a lock screen enabled, you’ll receive an error message when trying to use certain features in the RBFCU Mobile app. To enable a lock screen on your device:

    1. Open “Settings” on your device, and set a passcode, finger-swipe pattern, face or fingerprint that will be used to access your device when it’s locked.
    2. Restart your device.
    3. When your device restarts, you’ll be prompted to enter your new authentication to unlock it.
    4. Open the RBFCU Mobile app.
    5. Click on “Profile Settings.” If you’re able to access this screen, you’re all set!

    If you need further assistance enabling a lock screen on your device, click here for Apple instructions and click here for Android instructions.

    Where to set up a lock screen on an Apple device:
    Where to set up a lock screen on an Apple device

    Where to set up a lock screen on an Android device:
    Where to set up a lock screen on an Android device

  • How do I enable a lock screen on my device?
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    To enable a lock screen on your device,

    1. Open “Settings” on your device, and set a passcode, finger-swipe pattern, face or fingerprint that will be used to access your device when it’s locked.
    2. Restart your device.
    3. When your device restarts, you’ll be prompted to put in your new authentication to unlock it.
    4. Open the RBFCU Mobile app.
    5. Click on “Profile Settings.” If you’re able to access this screen, you’re all set!

    If you need further assistance enabling a lock screen on your device, click here for Apple instructions and click here for Android instructions.

    Where to set up a lock screen on an Apple device:
    Where to set up a lock screen on an Apple device

    Where to set up a lock screen on an Android device:
    Where to set up a lock screen on an Android device

  • How do I turn on the 'Remember Me' option in the RBFCU Mobile app?
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    The Remember Me option works in two distinct ways, based on your mobile device’s capabilities. To use the feature:

    1. Open the RBFCU Mobile app and enter your username and password.
    2. 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:
    "Remember Me" option on RBFCU Mobile app

    Biometric options on Android device:
    Biometric options on Android device

    Apple device with Touch ID:
    Apple device with fingerprint option

    Apple device with Face ID:
    Apple device with face option

  • How do face and fingerprint options work with the RBFCU Mobile app?
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    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?
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    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:

    1. Open the RBFCU Mobile app.
    2. Enter your username and password.
    3. Enable “Remember Me” by tapping the toggle switch under the “Password” field.
    4. 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?
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    Yes. You will always have the option to sign in to the RBFCU Mobile app with your username and password. However, a lock screen must be enabled to access all features in the RBFCU Mobile app.

  • If I use biometrics (fingerprint or face) to sign in to the RBFCU Mobile app, will I have to enter my password?
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    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?
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    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.


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.

  • Enable Quick Balance in the RBFCU Mobile app:
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    Quick Balance setting on Apple device
    1. Open the RBFCU Mobile app and, before you sign in, look for “Quick Balance” at the bottom of the sign-in screen.
    2. Tap “Quick Balance” to bring up the feature. Tap the “Settings” (gear) icon on the right to open the Settings on your phone.
    3. 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.

    Right image: Quick Balance setting on an Apple device.

  • Disable Quick Balance in the RBFCU Mobile app:
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    Quick Balance setting on Android device
    1. Open the RBFCU Mobile app and, before you sign in, look for “Quick Balance” at the bottom of the sign-in screen.
    2. Tap “Quick Balance” to bring up the feature. Tap the “Settings” (gear) icon on the right to open the Settings on your phone.
    3. 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.

    Right image: Quick Balance setting on an Android device.


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.

RBFCU does not charge a fee for the RBFCU Mobile app, but you may be charged for data by your mobile wireless provider.

Ask RBFCU