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 | Additional help

  • How do I navigate the RBFCU Mobile app?
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    With the RBFCU Mobile app, your personal finances are easy to manage. Watch this video for a look at how to use the basic features of the new app:

  • What happened to the old RBFCU Mobile app?
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    The RBFCU Mobile app was redesigned to meet changing mobile operating system requirements. As of Tuesday, Nov. 9, 2021, you will no longer be able to use the old version of the RBFCU Mobile app.

    To continue banking with RBFCU using our app, you will need to download the new RBFCU Mobile app. After you’ve downloaded the new app, please delete the old one from your device.

  • Do I have the old RBFCU Mobile app or the new one?
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    If you see an icon with the RBFCU star logo only on your device, you’re still using the old RBFCU Mobile app. Please delete this app after downloading the new one.

    Icon for old RBFCU Mobile app 

    If you see an icon with “RBFCU” and the RBFCU star logo on your device, you’re using the new RBFCU Mobile app, and no action is required.

    Icon for new RBFCU Mobile app 

  • 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. The RBFCU Mobile app requires the latest operating systems (OS) for security updates:

    • iPadOS 13 or later
    • iPhone iOS 13 or later
    • Android OS 7.0 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 on the Apple App Store or Google Play 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.

    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 7.0 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.

  • What mobile operating system versions are supported by the RBFCU Mobile app?
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    The RBFCU Mobile app requires the latest operating systems (OS) for security updates:

    • iPadOS 13 or later
    • iPhone iOS 13 or later
    • Android OS 7.0 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?
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    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?
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    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?
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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. Open the Settings app on your device.
    2. Scroll down to the list of apps at the bottom, and choose the RBFCU Mobile app (listed as “RBFCU”).
    3. Here, you can choose to enable or disable permissions for specific app features.

    For Android users:

    1. From the Home screen, swipe up to access “All Apps.”
    2. Find and open the Settings app.
    3. Tap “Apps & Notifications.”
    4. Tap the RBFCU Mobile app (listed as “RBFCU”). 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.”
  • 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

  • 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.

 
 
  • How do I contact RBFCU from the RBFCU Mobile app?
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    To contact RBFCU by chat, secure message or phone:

    1. Sign in to the RBFCU Mobile app.
    2. Tap the + button at the bottom of the screen to view your options.
    3. Tap “Contact Us.”
    4. 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?
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    To locate your nearest RBFCU branch or ATM:

    1. Sign in to the RBFCU Mobile app.
    2. Tap the + button at the bottom of the screen to view your options.
    3. Tap “Contact Us.”
    4. Select “Locate a Branch or ATM” to open the location search.
  • How do I enroll in Paperless Statements?
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    Via computer:

    1. Sign in to your Online Banking account.
    2. Click on the “View Services” tab.
    3. Under “Documents,” click “Paperless Option.”
    4. Check the boxes to agree to the Paperless Preference Agreement and consent to receive electronic documents.
    5. Click the toggle to switch it from “Disabled” to “Enabled.”

    Via the RBFCU Mobile app:

    1. Sign in to the RBFCU Mobile app.
    2. Tap the + button at the bottom of the screen to view your options.
    3. Tap the “View Services” icon.
    4. Tap “Paperless Option.”
    5. Check the boxes to agree to the Paperless Preference Agreement and consent to receive electronic documents.
    6. Tap the toggle to switch it from “Disabled” to “Enabled.”
  • How do I view my account statements in the RBFCU Mobile app?
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    To view your account statements in the RBFCU Mobile app:

    1. Sign in to the RBFCU Mobile app.
    2. Tap the account for the statement you’d like to view.
    3. After your Account Activity loads, tap the + button at the bottom of the screen to view your account options.
    4. 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:

    1. Sign in to the RBFCU Mobile app.
    2. Tap the + button at the bottom of the screen to view your options.
    3. Tap the “View Services” icon.
    4. Tap “Paperless Option.”
    5. Check the boxes to agree to the Paperless Preference Agreement and consent to receive electronic documents.
    6. Tap the toggle to switch it from “Disabled” to “Enabled.”
  • How do I use Manage Cards in the RBFCU Mobile app?
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    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?
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    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?
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    Currently, the RBFCU Mobile app is only using push notifications with the STAR program.

    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 (listed as “RBFCU”).
    3. Tap “Notifications.”
    4. Toggle “Allow Notifications” to on and set your preferences.

    For Android users:

    1. From the Home screen, swipe up to access “All Apps.”
    2. Find and open the Settings app.
    3. Tap “Apps.”
    4. Choose the RBFCU Mobile app (listed as “RBFCU”) from the list.
    5. Tap “Notifications.”
    6. Toggle “Show Notifications” to on and set your preferences.
  • Does the RBFCU Mobile app use push notifications for Alerts?
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    Currently, the RBFCU Mobile app is only using push notifications with the STAR program.

    Account Alerts are sent via email and text message. To manage your Alerts:

    1. Sign in to your Online Banking account or the RBFCU Mobile app.
    2. Select the “My Profile” icon in the upper-right corner.
    3. Select “Set Alerts.”
    4. Select the type of Alert you’d like to manage from “Account & Loan Alerts,” “Card Alerts” or “Other Alerts.”
    5. Choose an account and follow the prompts to set your Alert preferences.
  • How do I manage text or email Alerts on my account?
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    You can turn Alerts on and off on the “Set Alerts” page in your Online Banking account and on the RBFCU Mobile app.

    1. Sign in to your Online Banking account or the RBFCU Mobile app.
    2. Select the “My Profile” icon in the upper-right corner.
    3. Select “Set Alerts.”
    4. Select the type of Alert you’d like to manage from “Account & Loan Alerts,” “Card Alerts” or “Other Alerts.”
    5. Choose an account and follow the prompts to set your Alert preferences.
  • How do I open a checking account from the RBFCU Mobile app?
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    To open a new checking account:

    1. Sign in to the RBFCU Mobile app.
    2. On the Account Summary page, tap “New Account” under “Deposit Accounts.”
    3. 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?
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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.

  • How do I add or remove the RBFCU Mobile app widget to my device's home screen?
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    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:

    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.

    To add the widget to your device’s home screen:

    For Android users:

    1. Hold your finger down on your device's home screen until the edit screen appears.
    2. Tap “Widgets” at the bottom of your home screen.
    3. Find the RBFCU Mobile app widget, and select and hold it until you’re allowed to place it.
    4. 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?
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    To adjust the refresh interval for the RBFCU Mobile app widget:

    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. 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:
    Screenshot from Android device with Widget Settings highlighted

    “Widget Refresh Interval” options for the RBFCU Mobile app in Settings:
    Screenshot from Android device showing Widget Refresh Interval options 


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


RBFCU Mobile app displayed on a smartphone

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.

Screenshot from Android device with Quick Balance highlighted

Gears

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.

Screenshot from Android device with Quick Balance settings highlighted

Light switch with "on" and "off"

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.

Quick Balance setting on Android device 



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


Mobile phone with RBFCU branch on screen

1. Edit the home screen

Hold your finger down on your device's home screen until the edit screen appears.

Screenshot from Android device showing editing home screen

Finger tapping on smartphone screen

2. Tap 'Widgets'

Tap “Widgets” at the bottom of your home screen.

Screenshot from Android device showing Widgets option in home screen editing

Magnifying glass over RBFCU logo

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.

Screenshot from Android device showing Widget search

RBFCU widget

4. Place and resize

Place the RBFCU Mobile app widget on your home screen and adjust the size as desired.

Screenshot from Android device showing RBFCU Mobile app widget on home screen



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.

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.

Ask RBFCU