Banking Frequently Asked Questions

Your questions, answered

We’ve collected some of the most frequently asked questions about our banking products and services, and grouped them by topic to make it easier for you to access the information you need to make informed financial decisions.

 

Find FAQs by topic:
Really Free Checking | Freedom Debit Card | Chip Cards | Lost Debit Card | Overdraft Protection & Courtesy Pay | Savings | Certificates | RBFCU Choice Money Market | RBFCU Classic Money Market | IDProtect Plus | Individual Retirement Accounts (IRAs) | Online Banking & Mobile Banking | Email & Text Alerts | Bill Pay | Online Deposit & Mobile Deposit | Move Money | Paperless Statements | RBFCU Mobile App | Apple Pay | Samsung Pay | ATMs | ID Requirement Policy | Back to all FAQs

 

REALLY FREE CHECKING

 

FREEDOM DEBIT CARD

  • How different is a chip card?

    A chip card looks and performs very similarly to a traditional credit card. The main difference is the small metallic computer chip, or microprocessor, on the front of the card. The chip card is designed to be used with a chip-enabled terminal at the point of sale (POS). Depending on how the merchant’s processor is set up, you may be asked to enter a PIN for transactions you would traditionally sign for.

  • How do I activate my debit chip card?
    To select your PIN and activate your card, you must call 1-866-307-4655. Once the PIN has been selected, your card is ready for use.
    • If your card is reissued with the same number, you can activate your card by using the physical card. You do not need to call the IVR system.
    • If you were issued a new card number because your previous card was lost, stolen, or has been affected by fraud you will select a new PIN and activate the new card by calling 1-866-307-4655.
    Please note: You cannot activate your card with an online transaction or at a gas station.
  • How do I use a chip card at chip-enabled terminals?

    To use a chip-enabled terminal, the cardholder will insert their card into the bottom of the terminal and follow the prompts on the screen. The terminal will read the information contained in the chip, making sure the card is valid and authenticating it more securely.

  • How does RBFCU pay checks and other transactions?

    We pay all checks and debits on your checking account in order of arrival sequence throughout the day. We do not pay items according to dollar amount of the item or by transaction type (debit, check or ACH).

  • I lost my card. What do I do?

    You can report your lost or stolen card by contacting us in one of the following ways:
    Phone: 1-800-580-3300
    Email: memberservices@rbfcu.org
    Online:
    1. Sign in to your Online Banking account.
    2. Under the “View Services” tab, under “Manage Cards,” select “Report Lost Cards.”
    3. Select the card that you want to report lost, then click “Next.”
    4. Select the appropriate option (e.g., "Report a Lost or Stolen Card," "Freeze Card," or "Replace Card").
    5. Verify the information for accuracy, and click “Submit.”
    6. If your card is connected to Samsung Pay or Apple Pay, remove the card from the devices.

  • If my physical RBFCU card is lost or was stolen and I have Apple Pay or Samsung Pay, what do I do?

    You can report your lost or stolen card by contacting us in one of the following ways:
    Phone: 1-800-580-3300
    Email: memberservices@rbfcu.org
    Online:
    1. Sign in to your Online Banking account.
    2. Under the “View Services” tab, under “Manage Cards,” select “Report Lost Cards.”
    3. Select the card that you want to report lost, then click “Next.”
    4. Select the appropriate option (e.g., "Report a Lost or Stolen Card," "Freeze Card," or "Replace Card").
    5. Verify the information for accuracy, and click “Submit.”
    6. If your card is connected to Samsung Pay or Apple Pay, remove the card from the devices.

  • My physical RBFCU card is lost or was stolen and I have Apple Pay. What do I do?

    You may report your lost or stolen card in the typical manner (sign in to your online banking account or contact a Payment Services fraud representative). Once you’ve reported the card lost, stolen, or compromised, you should then want to remove the card from your Apple Pay devices.

  • What are the advantages of chip card technology?

    Chip card technology provides stronger protection against fraudsters, in particular against “skimming,” a technique criminals use to copy data from a card's magnetic strip and create a counterfeit card. When a retailer uses a chip-enabled terminal, the chip technology, along with your PIN, encrypts the card data, which helps prevent your card information from being compromised.

    The chip provides additional security when the card and the merchant are EMV compliant.

  • What do I need to do to get a new chip card?

    All cards on your account will automatically be converted to the new RBFCU chip card at no cost and sent to you in the mail once your card is up for renewal. There will be no change to your interest rate for credit cards, or any other benefits on your account. To ensure delivery, please be sure RBFCU has your most recent address on file.

    To request a chip card before your card’s renewal date, you may contact our Member Service Center at 1-800-580-3300.

  • When will I receive a chip card?

    Credit cards: RBFCU began issuing chip credit cards in July 2015 and will continue to convert credit cards with new and reissued cards.

    Debit cards: RBFCU began converting debit cards in June 2016. Members will receive a new chip card once their traditional card(s) expire.

    However, members may request to receive a new credit or debit chip card prior to their card’s expiration by contacting the Member Service Center at 1-800-580-3300.

  • Why do I need a chip card?

    Chip card technology helps prevent fraudsters from capturing your card information from a card’s magnetic strip, when the merchant and card are EMV compliant. In addition, most U.S. merchants have converted to new chip-enabled terminals.

  • Will all merchants accept chip cards?

    All merchants were given the opportunity to be EMV compliant by Oct. 1, 2017. In the event that the merchant did not upgrade to chip-reader terminals, the merchant will be liable for any fraudulent transactions that take place at their locations.

    Gas stations will need to be EMV compliant by Oct. 1, 2020.

  • Will the chip card prevent data breaches or fraud?

    While no technology is completely foolproof, chip technology provides an added level of security and makes it more difficult for data to be compromised. The computer chip within the card, when used at an EMV compliant terminal, offers more security by encrypting the card information which prevents fraudsters from gaining information from the magnetic strip.

    While EMV cards will provide an extra level of security, it is still best to be aware of the terminals where you use your card.

  • Will the debit chip card require a PIN?

    Chip-enabled terminals may require a PIN number to complete transactions on the debit card.

    Important: While the PIN will be necessary to complete most transactions, the merchant should not ask for your PIN. Your PIN should NEVER be shared with anyone and should always be kept confidential when processing any transaction. If a merchant asks for your PIN, do not give it to them under any circumstance. Please ask the merchant to extend their terminal to reach you so that you can enter your PIN. If you are in a drive-thru and the terminal cannot reach you, you may have to go inside so that you can enter your PIN and complete the transaction. However you may be able to bypass the enter PIN option if the merchants terminals are able to complete the request.

  • Will there be a fee to receive a new chip card?

    No. There are no fees associated with receiving a new chip card.

 

CHIP CARDS

  • When will I receive a chip card?

    Credit cards: RBFCU began issuing chip credit cards in July 2015 and will continue to convert credit cards with new and reissued cards.

    Debit cards: RBFCU began converting debit cards in June 2016. Members will receive a new chip card once their traditional card(s) expire.

    However, members may request to receive a new credit or debit chip card prior to their card’s expiration by contacting the Member Service Center at 1-800-580-3300.

  • Why do I need a chip card?

    Chip card technology helps prevent fraudsters from capturing your card information from a card’s magnetic strip, when the merchant and card are EMV compliant. In addition, most U.S. merchants have converted to new chip-enabled terminals.

  • How different is a chip card?

    A chip card looks and performs very similarly to a traditional credit card. The main difference is the small metallic computer chip, or microprocessor, on the front of the card. The chip card is designed to be used with a chip-enabled terminal at the point of sale (POS). Depending on how the merchant’s processor is set up, you may be asked to enter a PIN for transactions you would traditionally sign for.

  • What are the advantages of chip card technology?

    Chip card technology provides stronger protection against fraudsters, in particular against “skimming,” a technique criminals use to copy data from a card's magnetic strip and create a counterfeit card. When a retailer uses a chip-enabled terminal, the chip technology, along with your PIN, encrypts the card data, which helps prevent your card information from being compromised.

    The chip provides additional security when the card and the merchant are EMV compliant.

  • Will all merchants accept chip cards?

    All merchants were given the opportunity to be EMV compliant by Oct. 1, 2017. In the event that the merchant did not upgrade to chip-reader terminals, the merchant will be liable for any fraudulent transactions that take place at their locations.

    Gas stations will need to be EMV compliant by Oct. 1, 2020.

  • Will the debit chip card require a PIN?

    Chip-enabled terminals may require a PIN number to complete transactions on the debit card.

    Important: While the PIN will be necessary to complete most transactions, the merchant should not ask for your PIN. Your PIN should NEVER be shared with anyone and should always be kept confidential when processing any transaction. If a merchant asks for your PIN, do not give it to them under any circumstance. Please ask the merchant to extend their terminal to reach you so that you can enter your PIN. If you are in a drive-thru and the terminal cannot reach you, you may have to go inside so that you can enter your PIN and complete the transaction. However you may be able to bypass the enter PIN option if the merchants terminals are able to complete the request.

  • How do I activate my debit chip card?
    To select your PIN and activate your card, you must call 1-866-307-4655. Once the PIN has been selected, your card is ready for use.
    • If your card is reissued with the same number, you can activate your card by using the physical card. You do not need to call the IVR system.
    • If you were issued a new card number because your previous card was lost, stolen, or has been affected by fraud you will select a new PIN and activate the new card by calling 1-866-307-4655.
    Please note: You cannot activate your card with an online transaction or at a gas station.
  • How do I use a chip card at chip-enabled terminals?

    To use a chip-enabled terminal, the cardholder will insert their card into the bottom of the terminal and follow the prompts on the screen. The terminal will read the information contained in the chip, making sure the card is valid and authenticating it more securely.

  • Will the chip card prevent data breaches or fraud?

    While no technology is completely foolproof, chip technology provides an added level of security and makes it more difficult for data to be compromised. The computer chip within the card, when used at an EMV compliant terminal, offers more security by encrypting the card information which prevents fraudsters from gaining information from the magnetic strip.

    While EMV cards will provide an extra level of security, it is still best to be aware of the terminals where you use your card.

  • What do I need to do to get a new chip card?

    All cards on your account will automatically be converted to the new RBFCU chip card at no cost and sent to you in the mail once your card is up for renewal. There will be no change to your interest rate for credit cards, or any other benefits on your account. To ensure delivery, please be sure RBFCU has your most recent address on file.

    To request a chip card before your card’s renewal date, you may contact our Member Service Center at 1-800-580-3300.

  • Will there be a fee to receive a new chip card?

    No. There are no fees associated with receiving a new chip card.

 

LOST DEBIT CARD

  • I lost my card. What do I do?

    You can report your lost or stolen card by contacting us in one of the following ways:
    Phone: 1-800-580-3300
    Email: memberservices@rbfcu.org
    Online:
    1. Sign in to your Online Banking account.
    2. Under the “View Services” tab, under “Manage Cards,” select “Report Lost Cards.”
    3. Select the card that you want to report lost, then click “Next.”
    4. Select the appropriate option (e.g., "Report a Lost or Stolen Card," "Freeze Card," or "Replace Card").
    5. Verify the information for accuracy, and click “Submit.”
    6. If your card is connected to Samsung Pay or Apple Pay, remove the card from the devices.

  • If my physical RBFCU card is lost or was stolen and I have Apple Pay or Samsung Pay, what do I do?

    You can report your lost or stolen card by contacting us in one of the following ways:
    Phone: 1-800-580-3300
    Email: memberservices@rbfcu.org
    Online:
    1. Sign in to your Online Banking account.
    2. Under the “View Services” tab, under “Manage Cards,” select “Report Lost Cards.”
    3. Select the card that you want to report lost, then click “Next.”
    4. Select the appropriate option (e.g., "Report a Lost or Stolen Card," "Freeze Card," or "Replace Card").
    5. Verify the information for accuracy, and click “Submit.”
    6. If your card is connected to Samsung Pay or Apple Pay, remove the card from the devices.

  • My physical RBFCU card is lost or was stolen and I have Apple Pay. What do I do?

    You may report your lost or stolen card in the typical manner (sign in to your online banking account or contact a Payment Services fraud representative). Once you’ve reported the card lost, stolen, or compromised, you should then want to remove the card from your Apple Pay devices.

 

OVERDRAFT PROTECTION & COURTESY PAY

 

SAVINGS

 

CERTIFICATES

 

RBFCU CHOICE MONEY MARKET

 

RBFCU CLASSIC MONEY MARKET

 

IDPROTECT PLUS

 

INDIVIDUAL RETIREMENT ACCOUNTS (IRAS)

 

ONLINE BANKING & MOBILE BANKING

  • Am I getting charged every time I receive an Alert?

    Alerts are a free service provided by RBFCU. We will not charge you for Alerts and you can set up as many as you wish. However, if you choose mobile/text Alerts, you may be charged additional fees by your mobile service provider.

  • Can any type of check be scanned for Mobile Deposit?

    You can only scan single-party domestic checks made payable to the owner(s) of the account.

    Some other options that are not eligible for Mobile Deposit include savings bonds, foreign checks, third-party checks, checks written to you from another account of yours at RBFCU, items stamped with “non-negotiable,” incomplete checks, stale-dated or post-dated checks, checks that contain evidence of alteration, checks purported to be a lottery or prize winnings, and checks previously submitted for deposit.

  • Can I add more than one checking account in Bill Pay?

    To manage your checking accounts or add another account to Bill Pay:
    1. Sign in to your Online Banking account.
    2. Click on the “Move Money” tab.
    3. Under “Payment and Bills,” click on “Pay Bills.”
    4. Click on the “Accounts” tab.
    5. To add or modify accounts, complete the appropriate fields.

  • Can I change or delete a 'Favorite'?

    To edit or delete a Favorite, sign in to your Online Banking account on rbfcu.org, select the “Move Money” menu, then “Transfer Money.” Then, click on “Manage Favorites List” on the right side of the page, and choose an account to edit its Nickname, or check the box next to “Delete” to remove it from your Favorites list.

    Currently, this feature is only available through Online Banking on rbfcu.org, but we are working to add it to the RBFCU Mobile app.

  • Can I request to increase my daily/monthly Mobile Deposit limit?

    Yes, you can contact our Member Service team to request an account review if you need a temporary increase to your current Mobile Deposit limit.

  • Can I schedule a recurring transfer within my account or to another RBFCU account holder?

    Yes. To set up a recurring transfer to one of your other accounts or any other RBFCU account, sign in to your Online Banking account on rbfcu.org, select the “Move Money” menu, then “Transfer Money” to create a new transfer. Complete the transfer details and select “Recurring” as the “Transfer Type.” You’ll be given options to add a “Start Date,” “Frequency” and “Amount” for the recurring transfer.

    To set up a recurring transfer in the RBFCU Mobile app, sign in and tap “Move Money,” then “Transfer/Send Money.” Select whether you’d like to send money to “Myself” or “Someone Else.” Complete the transfer details, and tap “Schedule for Future.” Then, you’ll be given options to choose a transfer “Frequency,” “Start Date” and “End Date” to set up a recurring transfer.

  • Can I transfer to an account at another financial institution?

    Yes. If you’re transferring funds to another person’s account, you will need the account holder’s name, their account number, their financial institution’s routing number and their account type to complete the transfer details.

    To set up a transfer to an external account on your computer, sign in to your Online Banking account on rbfcu.org, select the “Move Money” menu, then “Transfer Money” to create a new transfer. Select “Outside RBFCU” as the “Transfer Type” to set up an electronic funds transfer to another financial institution.

    To set up a transfer to a non-RBFCU account in the RBFCU Mobile app, sign in and tap “Move Money,” then “Transfer/Send Money.” If you choose to “Send Money to Myself,” tap “Add Other Account” to add an external account. If you choose “Send Money to Someone Else,” first tap “Account,” then “Add Other Account” to set up a transfer to another financial institution. If you send to this account frequently, check the “Add to Favorites” box to save it for next time.

  • Do I need to include a deposit slip with my check when using Mobile Deposit?
    No. The Mobile Deposit program generates an electronic record with each deposit.
  • How can I cancel Bill Pay?

    An RBFCU representative can cancel your Bill Pay profile. Please contact a representative at 1-800-580-3300 to speak with Online Banking services.

  • How can I enroll in Bill Pay?

    To access your Bill Pay information:
    1. Sign in to your Online Banking account and select “Move Money.”
    2. Under “Payments and Bills,” select “Pay Bills.”
    3. In the “Account Number” field, select the appropriate account.
    4. After reading the Terms and Conditions, select the “I agree to the Terms and Conditions” box.
    5. Click “Enroll.”
    6. If you get the “Help us protect you” dialogue box, select email or text to receive the temporary code. After you get the code, enter it in the box and click “Verify Code.”
    7. On the “Take care of your bills in 3 easy steps” screen, add or update the appropriate information.

  • How can I enroll in electronic statements for my credit card online?

    To receive your Mastercard statements online, go to the Mastercard tab and click on the last four digits of the Mastercard account number that you want to view. You will then be directed to the eZCard site. Once in Activity Overview, select the “Statements” option at the top of the activity homepage. From the drop-down menu select “Statement Delivery Options.” You will be directed to a page that will ask if you want electronic statements or if you would prefer to receive your statements by mail. You will need to verify your ability to receive and view PDF files.

    Please ensure the email address listed is current before selecting the button at the bottom that says “I Agree.” Once this is completed, you will receive an email to confirm your statement preferences. 

  • How can I receive an annual statement for my Mastercard credit card?
  • How do I access Mobile Deposit from the RBFCU Mobile app?

    To access Mobile Deposit, sign in to the RBFCU Mobile app, then choose the “Mobile Deposit” icon in the bottom menu. From there, the app will guide you through each step of the Mobile Deposit process.

  • How do I deposit checks with a digital camera?

    To deposit checks with a digital camera:
    1. Sign in to your Online Banking account and select the appropriate account.
    2. Click on the three vertical dots and select “Mobile Deposit” from the “I Want To...” menu.
    3. If needed, read the “Registration” instructions and select “I Agree,” then click “Continue.”
    4. Using a digital camera, take a picture of the front and back of the check and download images to your device.
    6. Enter the appropriate information and click “Load” to upload the file.
    7. Select “Submit.”

  • How do I deposit checks with a scanner?

    To deposit checks with a scanner:
    1. Sign in to your Online Banking account and select the appropriate account.
    2. Click on the three vertical dots and select “Mobile Deposit” from the “I Want To…” menu.
    3. If needed, read the “Registration” instructions and select “I Agree,” then click “Continue.”
    4. Using a scanner, make scans of the front and back of the check.
    5. Enter the appropriate information and click “Load” to upload the file.
    6. Select “Submit.”

  • How do I deposit checks with my smartphone or tablet?
    1. Sign in to the RBFCU Mobile app, and tap "Mobile Deposit" at the bottom of the screen.
    2. Endorse your check by signing your name on the back, then add "For mobile deposit only," your account number and the date.
    3. Using the drop-down menu at the top of the screen, select the account where you’d like to deposit the check.
    4. Tap the "Front" and "Back" camera icons to take photos of the front and back of the check using your mobile device’s camera, and follow the prompts.
    5. Once you've taken photos of the check, make sure that the deposit amount shown in the app matches the amount written on your paper check.
    6. Click “Submit” to complete your deposit. Typically, you should see the funds in your account right away.
  • How do I download the RBFCU Mobile app?

    To download the RBFCU Mobile app:

    For full app functionality, please ensure your device is running the latest software.

  • How do I enroll in paperless statements?

    To sign up for paperless statements:
    1. Sign in to your Online Banking account.
    2. Click on the “View Services” tab.
    3. Under “Documents,” click “Paperless Option.”
    4. Read the “Paperless Terms & Conditions.”
    5. Next to “Paperless Statement(s) and Documents,” switch the button to “On.”

  • How do I get a copy of my Mobile Deposit?

    To view processed a Mobile Deposit:
    1. Sign in to your Online Banking account.
    2. Under “View Accounts,” click the three vertical dots for the desired account.
    3. From the “I Want To…” menu, select “Mobile Deposit.”
    4. On the Mobile Deposit screen, select the “Deposit History” (folder) icon.
    5. Select the PDF icon to the right of the deposit you wish to review.

  • How do I open a checking account from the RBFCU Mobile app?

    To open a new checking account:

    1. Sign in to the RBFCU Mobile app
    2. Tap "New Account" under Deposit Accounts on the Account Summary page
    3. Verify your address, and tap "Let's get started!" to follow the self-service directions

 

EMAIL & TEXT ALERTS

 

BILL PAY

  • Can I add more than one checking account in Bill Pay?

    To manage your checking accounts or add another account to Bill Pay:
    1. Sign in to your Online Banking account.
    2. Click on the “Move Money” tab.
    3. Under “Payment and Bills,” click on “Pay Bills.”
    4. Click on the “Accounts” tab.
    5. To add or modify accounts, complete the appropriate fields.

  • How can I cancel Bill Pay?

    An RBFCU representative can cancel your Bill Pay profile. Please contact a representative at 1-800-580-3300 to speak with Online Banking services.

  • How can I enroll in Bill Pay?

    To access your Bill Pay information:
    1. Sign in to your Online Banking account and select “Move Money.”
    2. Under “Payments and Bills,” select “Pay Bills.”
    3. In the “Account Number” field, select the appropriate account.
    4. After reading the Terms and Conditions, select the “I agree to the Terms and Conditions” box.
    5. Click “Enroll.”
    6. If you get the “Help us protect you” dialogue box, select email or text to receive the temporary code. After you get the code, enter it in the box and click “Verify Code.”
    7. On the “Take care of your bills in 3 easy steps” screen, add or update the appropriate information.

  • How long does it take for an online payment to reach a biller with Bill Pay?

    We recommend scheduling your payments to be made at least 5 business days prior to the actual payment due date on the bill. Scheduling your payments sufficiently in advance of the due date allows enough time for the biller to receive the payment and credit to your account.

  • How much does a Same Day Bill Pay cost?

    The cost for a Same Day Bill Pay transaction is $12. Using this convenient service can help you avoid more costly fees from other service providers. However, not all payees offer Same Day Bill Pay. If a payee offers it, it will display as “Rush Delivery” in the payee’s area of Bill Pay in your online banking account.

  • How will I access my Bill Pay profile?

    To access your Bill Pay information:
    1. Sign in to your Online Banking account and select “Move Money.”
    2. Under “Payments and Bills,” select “Pay Bills.”
    3. In the “Account Number” field, select the appropriate account.
    4. After reading the Terms and Conditions, select the “I agree to the Terms and Conditions” box.
    5. Click “Enroll.”
    6. If you get the “Help us protect you” dialogue box, select email or text to receive the temporary code. After you get the code, enter it in the box and click “Verify Code.”
    7. On the “Take care of your bills in 3 easy steps” screen, add or update the appropriate information.

  • I enrolled in electronic bill pay. Why do I see two deposits in my account for less than $1?

    When adding another RBFCU account in Bill Pay, test deposits will be deposited into your account in order to confirm functionality. The deposits will be from “Checkfree Webpay Acct Confm.”

  • I set up my electronic bill pay request before the bill date, but my bill was still late. Why did this happen?

    If the company or person you want to pay does not accept electronic payments, electronic bill pay will print a check and mail it for you. This process typically takes three to five business days.

    If a payment is late, we recommend calling the biller’s customer service department and asking to have the late fee or finance charge waived.

  • Is there a charge for electronic bill pay?
    No, it is a free service.
  • Is there a limit to the number of bills I can pay with Bill Pay?

    No. You may pay as many bills as you want.

  • Will the joint account owner be able to access the Bill Pay profile?

    The Bill Pay profile is only linked to the primary account owner. A joint owner will not be able to access the Bill Pay profile through their own sign-in credentials. However, they may set up a separate Bill Pay profile if they need to control certain bills.

 

ONLINE DEPOSIT & MOBILE DEPOSIT

  • Can any type of check be scanned for Mobile Deposit?

    You can only scan single-party domestic checks made payable to the owner(s) of the account.

    Some other options that are not eligible for Mobile Deposit include savings bonds, foreign checks, third-party checks, checks written to you from another account of yours at RBFCU, items stamped with “non-negotiable,” incomplete checks, stale-dated or post-dated checks, checks that contain evidence of alteration, checks purported to be a lottery or prize winnings, and checks previously submitted for deposit.

  • Can I request to increase my daily/monthly Mobile Deposit limit?

    Yes, you can contact our Member Service team to request an account review if you need a temporary increase to your current Mobile Deposit limit.

  • Do I need to include a deposit slip with my check when using Mobile Deposit?
    No. The Mobile Deposit program generates an electronic record with each deposit.
  • How do I access Mobile Deposit from the RBFCU Mobile app?

    To access Mobile Deposit, sign in to the RBFCU Mobile app, then choose the “Mobile Deposit” icon in the bottom menu. From there, the app will guide you through each step of the Mobile Deposit process.

  • How do I deposit checks with a digital camera?

    To deposit checks with a digital camera:
    1. Sign in to your Online Banking account and select the appropriate account.
    2. Click on the three vertical dots and select “Mobile Deposit” from the “I Want To...” menu.
    3. If needed, read the “Registration” instructions and select “I Agree,” then click “Continue.”
    4. Using a digital camera, take a picture of the front and back of the check and download images to your device.
    6. Enter the appropriate information and click “Load” to upload the file.
    7. Select “Submit.”

  • How do I deposit checks with a scanner?

    To deposit checks with a scanner:
    1. Sign in to your Online Banking account and select the appropriate account.
    2. Click on the three vertical dots and select “Mobile Deposit” from the “I Want To…” menu.
    3. If needed, read the “Registration” instructions and select “I Agree,” then click “Continue.”
    4. Using a scanner, make scans of the front and back of the check.
    5. Enter the appropriate information and click “Load” to upload the file.
    6. Select “Submit.”

  • How do I deposit checks with my smartphone or tablet?
    1. Sign in to the RBFCU Mobile app, and tap "Mobile Deposit" at the bottom of the screen.
    2. Endorse your check by signing your name on the back, then add "For mobile deposit only," your account number and the date.
    3. Using the drop-down menu at the top of the screen, select the account where you’d like to deposit the check.
    4. Tap the "Front" and "Back" camera icons to take photos of the front and back of the check using your mobile device’s camera, and follow the prompts.
    5. Once you've taken photos of the check, make sure that the deposit amount shown in the app matches the amount written on your paper check.
    6. Click “Submit” to complete your deposit. Typically, you should see the funds in your account right away.
  • How do I get a copy of my Mobile Deposit?

    To view processed a Mobile Deposit:
    1. Sign in to your Online Banking account.
    2. Under “View Accounts,” click the three vertical dots for the desired account.
    3. From the “I Want To…” menu, select “Mobile Deposit.”
    4. On the Mobile Deposit screen, select the “Deposit History” (folder) icon.
    5. Select the PDF icon to the right of the deposit you wish to review.

  • How long can I view my Mobile Deposit history?

    Deposit history is maintained for 18 months. For deposit history more than 18 months old, send us a secure message from your Online Banking account requesting the information you need.

  • How many checks can be included in one deposit? Can multiple deposits be submitted each day?
    Up to 999 checks can be included in one deposit and multiple deposits can be submitted as long as the accumulated dollar amount of the deposit(s) does not exceed the daily deposit limit.
  • How much is the Mobile Deposit limit?

    The default daily deposit limit is $5,000. If you need to request a temporary limit increase, please contact our Member Service Center at 1-800-580-3300.

  • I am trying to scan the back of my check and continue to receive an "Image Quality Error, Image Too Light." What can I do?
    Ensure you have properly endorsed the check. If not, delete the back image of the check, endorse the item and rescan. If you have the proper endorsement on the check, it is possible your device is not detecting the whole check. You can try adjusting the light or drawing dots on each corner of the check.
  • The time on my computer and the time on my Mobile Deposit do not match. Is something wrong?

    The time stamp on the deposits is in Eastern Standard Time. Your computer or device will reflect the time zone where you reside.

  • What are the minimum system requirements necessary to use Mobile Deposit?

    The minimum supported environments include:

    • Microsoft Edge (latest two versions)
    • Firefox (latest two versions)
    • Chrome (latest two versions) 
    • Safari (latest two versions)
    • High Speed Internet Connection
  • What fees are charged to use Mobile Deposit services?

    Members can enjoy the convenience of Mobile Deposit without incurring a fee from the credit union.

  • What should I do with the check once it has been scanned?

    Store your check(s) in a safe place until you receive confirmation via the deposit history in your online account that your deposit has been accepted, and then destroy the check by shredding or another commercially acceptable means of data destruction.

  • What type of accounts can I make a Mobile Deposit into?

    You can complete a Mobile Deposit to any checking or savings account.

  • When will my deposit be credited to my account?

    Deposits scanned Monday through Friday from 6:30 a.m. until 7 p.m. and on Saturday from 8:30 a.m. until 4 p.m., Central Time on days the credit union is open should be credited on the same business day. Deposits scanned after those times should be credited on the next business day. There could be times that the program may flag a deposit for manual review and release by credit union personnel (i.e., image is not clear when received at the credit union). If this happens, you will see the deposit under the Deposit History tab as “Submitted Deposit” and you will not see the deposit reflected in your online account until credit union personnel has an opportunity to review and release the deposit. The manual review process should happen the same business day, the next business day at the latest.

  • Who is eligible for Mobile Deposit? How do I know if I am eligible?

    To check if you are eligible for Mobile Deposit, sign in to your Online Banking account. On the “Account Summary” page, click on the “I Want To...” drop-down menu (three vertical dots to the right of your account's name). Members who meet the requirements will see “Mobile Deposit” listed.

    Members can also see if they qualify by going to their “My Profile” icon in the top right corner of the page. There, members will select the “Member Services” link. Under the “Mobile Deposit” section, members will see if they are eligible to make deposits online.

 

MOVE MONEY

  • What if I accidentally transfer funds to the wrong account?

    Please contact a Member Service Representative through chat or secure message in your Online Banking account, or call 1-800-580-3300.

  • How many transfers can I make each month?

    You can make unlimited transfers from your savings or checking account each month. However, only six transfers per month can be made from your Money Market account.

  • Is there a maximum amount I can transfer to other RBFCU account holders?

    There is no limit on the amount you can transfer to other RBFCU account holders, as long as you stay within your available balance.

  • Can I change or delete a 'Favorite'?

    To edit or delete a Favorite, sign in to your Online Banking account on rbfcu.org, select the “Move Money” menu, then “Transfer Money.” Then, click on “Manage Favorites List” on the right side of the page, and choose an account to edit its Nickname, or check the box next to “Delete” to remove it from your Favorites list.

    Currently, this feature is only available through Online Banking on rbfcu.org, but we are working to add it to the RBFCU Mobile app.

  • When will my transfer occur if the date falls on a Sunday or a non-business day?

    All transfers will occur on the day for which they are scheduled, even on weekends or holidays. Automated Clearing House (ACH) transactions will only occur on weekdays (Monday through Friday), except for holidays.

  • I am receiving an error message. Why am I unable to complete my transfer?

    Please check to ensure the transfer details were entered correctly. If you’re still unable to complete the transfer, please contact a Member Service Representative through chat or secure message in your Online Banking account, or call 1-800-580-3300.

  • Can I schedule a recurring transfer within my account or to another RBFCU account holder?

    Yes. To set up a recurring transfer to one of your other accounts or any other RBFCU account, sign in to your Online Banking account on rbfcu.org, select the “Move Money” menu, then “Transfer Money” to create a new transfer. Complete the transfer details and select “Recurring” as the “Transfer Type.” You’ll be given options to add a “Start Date,” “Frequency” and “Amount” for the recurring transfer.

    To set up a recurring transfer in the RBFCU Mobile app, sign in and tap “Move Money,” then “Transfer/Send Money.” Select whether you’d like to send money to “Myself” or “Someone Else.” Complete the transfer details, and tap “Schedule for Future.” Then, you’ll be given options to choose a transfer “Frequency,” “Start Date” and “End Date” to set up a recurring transfer.

  • Can I transfer to an account at another financial institution?

    Yes. If you’re transferring funds to another person’s account, you will need the account holder’s name, their account number, their financial institution’s routing number and their account type to complete the transfer details.

    To set up a transfer to an external account on your computer, sign in to your Online Banking account on rbfcu.org, select the “Move Money” menu, then “Transfer Money” to create a new transfer. Select “Outside RBFCU” as the “Transfer Type” to set up an electronic funds transfer to another financial institution.

    To set up a transfer to a non-RBFCU account in the RBFCU Mobile app, sign in and tap “Move Money,” then “Transfer/Send Money.” If you choose to “Send Money to Myself,” tap “Add Other Account” to add an external account. If you choose “Send Money to Someone Else,” first tap “Account,” then “Add Other Account” to set up a transfer to another financial institution. If you send to this account frequently, check the “Add to Favorites” box to save it for next time.

  • What are 'Favorites' and how do I set one up?

    If you regularly transfer money to another RBFCU account, you can designate that account as one of your Favorites by giving it a “Nickname” and saving it for later. Favorites appear in the “To” drop-down under “Make/Schedule Transfer” for easy selection next time you make a transfer.

    To set up a Favorite, sign in to your Online Banking account on rbfcu.org, select “Move Money,” then “Transfer Money.” Select the “Add to Favorites List” option on the right side of the page. Add the “Account number” and “Nickname,” and click “Submit.”

    To set up a Favorite on the RBFCU Mobile app, sign in and tap “Move Money,” then “Transfer/Send Money.” Choose “Send Money to Someone Else,” tap “Account,” then “Add Other Account” and enter the account details. Check the “Add to Favorites” box to save it.

  • I synced my contacts to the RBFCU Mobile app and I want to remove them. How can I remove my contacts?

    Go to your phone settings > Privacy > Contacts and turn off the contacts for the RBFCU Mobile app.

  • How long do I have to accept an incoming transfer?

    You only need to accept the first incoming transfer to acknowledge the funds will be received to the default account. You then have two days to accept the transfer before the request will expire. After the first text is replied to, the member will receive text alerts notifying them of the transfer but will not have to perform any action to receive the funds.

  • Why did a transfer automatically go into account xxxx?

    Default accounts are picked based on the member’s most used account. If you’d like to change your default account, sign in to your Online Banking account or the RBFCU Mobile app, select the “My Profile” icon in the top right corner of the screen and select “Update” under “Account Settings.” Toggle the “Receive funds from other RBFCU members” option to on (green) for your preferred default account.

    If you accept funds from a sender before making this change, you can perform a transfer using Move Money’s “Send Money to Myself” option to move the funds to the correct account.

  • Where is my 'Favorites' list?

    When using Move Money to “Transfer/Send Money” to someone else in the RBFCU Mobile app, choose the “Account” option. Your Favorites will be listed in the “To” drop-down for easy access when setting up a transfer.

    To view and manage your Favorites from your computer, sign in to your Online Banking account, select “Transfer Money” from the Move Money menu, and click “Manage Favorites List” on the right side of the page.

 

PAPERLESS STATEMENTS

  • How can I enroll in electronic statements for my credit card online?

    To receive your Mastercard statements online, go to the Mastercard tab and click on the last four digits of the Mastercard account number that you want to view. You will then be directed to the eZCard site. Once in Activity Overview, select the “Statements” option at the top of the activity homepage. From the drop-down menu select “Statement Delivery Options.” You will be directed to a page that will ask if you want electronic statements or if you would prefer to receive your statements by mail. You will need to verify your ability to receive and view PDF files.

    Please ensure the email address listed is current before selecting the button at the bottom that says “I Agree.” Once this is completed, you will receive an email to confirm your statement preferences. 

  • How can I receive an annual statement for my Mastercard credit card?
  • How do I enroll in paperless statements?

    To sign up for paperless statements:
    1. Sign in to your Online Banking account.
    2. Click on the “View Services” tab.
    3. Under “Documents,” click “Paperless Option.”
    4. Read the “Paperless Terms & Conditions.”
    5. Next to “Paperless Statement(s) and Documents,” switch the button to “On.”

 

RBFCU MOBILE APP

  • Can I schedule a recurring transfer within my account or to another RBFCU account holder?

    Yes. To set up a recurring transfer to one of your other accounts or any other RBFCU account, sign in to your Online Banking account on rbfcu.org, select the “Move Money” menu, then “Transfer Money” to create a new transfer. Complete the transfer details and select “Recurring” as the “Transfer Type.” You’ll be given options to add a “Start Date,” “Frequency” and “Amount” for the recurring transfer.

    To set up a recurring transfer in the RBFCU Mobile app, sign in and tap “Move Money,” then “Transfer/Send Money.” Select whether you’d like to send money to “Myself” or “Someone Else.” Complete the transfer details, and tap “Schedule for Future.” Then, you’ll be given options to choose a transfer “Frequency,” “Start Date” and “End Date” to set up a recurring transfer.

  • Can I transfer to an account at another financial institution?

    Yes. If you’re transferring funds to another person’s account, you will need the account holder’s name, their account number, their financial institution’s routing number and their account type to complete the transfer details.

    To set up a transfer to an external account on your computer, sign in to your Online Banking account on rbfcu.org, select the “Move Money” menu, then “Transfer Money” to create a new transfer. Select “Outside RBFCU” as the “Transfer Type” to set up an electronic funds transfer to another financial institution.

    To set up a transfer to a non-RBFCU account in the RBFCU Mobile app, sign in and tap “Move Money,” then “Transfer/Send Money.” If you choose to “Send Money to Myself,” tap “Add Other Account” to add an external account. If you choose “Send Money to Someone Else,” first tap “Account,” then “Add Other Account” to set up a transfer to another financial institution. If you send to this account frequently, check the “Add to Favorites” box to save it for next time.

  • Do I need to include a deposit slip with my check when using Mobile Deposit?
    No. The Mobile Deposit program generates an electronic record with each deposit.
  • How do I access Mobile Deposit from the RBFCU Mobile app?

    To access Mobile Deposit, sign in to the RBFCU Mobile app, then choose the “Mobile Deposit” icon in the bottom menu. From there, the app will guide you through each step of the Mobile Deposit process.

  • How do I deposit checks with my smartphone or tablet?
    1. Sign in to the RBFCU Mobile app, and tap "Mobile Deposit" at the bottom of the screen.
    2. Endorse your check by signing your name on the back, then add "For mobile deposit only," your account number and the date.
    3. Using the drop-down menu at the top of the screen, select the account where you’d like to deposit the check.
    4. Tap the "Front" and "Back" camera icons to take photos of the front and back of the check using your mobile device’s camera, and follow the prompts.
    5. Once you've taken photos of the check, make sure that the deposit amount shown in the app matches the amount written on your paper check.
    6. Click “Submit” to complete your deposit. Typically, you should see the funds in your account right away.
  • How do I download the RBFCU Mobile app?

    To download the RBFCU Mobile app:

    For full app functionality, please ensure your device is running the latest software.

  • How do I open a checking account from the RBFCU Mobile app?

    To open a new checking account:

    1. Sign in to the RBFCU Mobile app
    2. Tap "New Account" under Deposit Accounts on the Account Summary page
    3. Verify your address, and tap "Let's get started!" to follow the self-service directions
  • How many transfers can I make each month?

    You can make unlimited transfers from your savings or checking account each month. However, only six transfers per month can be made from your Money Market account.

  • I am receiving an error message. Why am I unable to complete my transfer?

    Please check to ensure the transfer details were entered correctly. If you’re still unable to complete the transfer, please contact a Member Service Representative through chat or secure message in your Online Banking account, or call 1-800-580-3300.

  • I synced my contacts to the RBFCU Mobile app and I want to remove them. How can I remove my contacts?

    Go to your phone settings > Privacy > Contacts and turn off the contacts for the RBFCU Mobile app.

  • If my Samsung device is lost or was stolen and I want to delete my card, what should I do?

    If you believe your device or Samsung Pay information has been lost, stolen or compromised in any way, call RBFCU Member Services immediately at the number on the back of your card.

  • Is Apple Pay free?

    There is no charge from RBFCU to use Apple Pay. However, message and data rates may apply from your wireless provider, depending on your data plan.

  • Is Apple Pay more secure than my traditional card?

    Apple Pay provides a more private way to pay. By using Apple Pay technology, you obscure your card number when you make a payment. Apple Pay doesn’t store your credit or debit card number on the device, so your information (including name, card number and security code) are not passed to the merchant where you make your purchase.

    However, you still have the benefit of the guarantees related to your RBFCU cards, including Courtesy Pay (debit) and fraud monitoring.

  • Is Samsung Pay free?

    RBFCU does not charge a fee for members to use Samsung Pay; however, message and data rates may apply from your wireless provider, depending on your data plan.

  • Is Samsung Pay more secure than my traditional card?

    Samsung Pay provides a more private way to pay. By using Samsung Pay technology, you obscure your card number when you make a payment. Samsung Pay doesn't store your card number on the device or on Samsung servers, or share your information with the merchant when you make a purchase.

  • Is there a maximum amount I can transfer to other RBFCU account holders?

    There is no limit on the amount you can transfer to other RBFCU account holders, as long as you stay within your available balance.

  • My Apple device is lost or was stolen and I want to delete my card. What should I do?

    If you believe your device or Apple Pay information has been lost, stolen or compromised in any way, call RBFCU Member Services immediately at the number on the back of your card.

    For iPhone or iPad, you can go to the Find My iPhone app to temporarily suspend or permanently remove the ability to make payments from your device, even if your device is offline. If you suspend your card(s) using Find My iPhone, you can reactivate your Card(s) simply by unlocking your device and entering your Apple ID “Passcode” when prompted. For any supported Apple device, you can always go to https://www.icloud.com/#settings, choose the applicable device and delete your Card(s).

  • What are 'Favorites' and how do I set one up?

    If you regularly transfer money to another RBFCU account, you can designate that account as one of your Favorites by giving it a “Nickname” and saving it for later. Favorites appear in the “To” drop-down under “Make/Schedule Transfer” for easy selection next time you make a transfer.

    To set up a Favorite, sign in to your Online Banking account on rbfcu.org, select “Move Money,” then “Transfer Money.” Select the “Add to Favorites List” option on the right side of the page. Add the “Account number” and “Nickname,” and click “Submit.”

    To set up a Favorite on the RBFCU Mobile app, sign in and tap “Move Money,” then “Transfer/Send Money.” Choose “Send Money to Someone Else,” tap “Account,” then “Add Other Account” and enter the account details. Check the “Add to Favorites” box to save it.

  • What if I accidentally transfer funds to the wrong account?

    Please contact a Member Service Representative through chat or secure message in your Online Banking account, or call 1-800-580-3300.

  • When will my transfer occur if the date falls on a Sunday or a non-business day?

    All transfers will occur on the day for which they are scheduled, even on weekends or holidays. Automated Clearing House (ACH) transactions will only occur on weekdays (Monday through Friday), except for holidays.

 

APPLE PAY

 

SAMSUNG PAY

 

ATMS

  • Can I use Samsung Pay at the ATM to withdraw money?

    No. Samsung Pay cannot be used at the ATM or at any payment terminal that requires you to insert your card into the reader (e.g. gas stations, vending machines, etc.).

  • How can I find an RBFCU ATM?

    You can find your nearest RBFCU branch or ATM at rbfcu.org/BranchMaps. To find an RBFCU branch or ATM using the RBFCU Mobile app, tap the blue plus sign in the bottom menu, and choose “Contact Us” to view options, including “Locate a Branch or ATM.”

 

ID REQUIREMENT POLICY

  • What form of identification is accepted?

    RBFCU accepts the following forms of identification: United States Driver’s License, U.S. state ID card (issued by the DMV), military ID, passport with photo (in English), passport card, U.S. civil service card, Concealed Handgun License (Texas) same as A License to Carry (Texas).

    If you are a non-U.S. person, we accept all forms previously listed as well as: Permanent Resident Card, Matricula Card (i.e., Mexico, Guatemala, Bolivia), U.S. Employment Authorization Card.

  • What transactions require my ID?

    You must present a photo ID when making cash or check deposits, withdrawals, loan or credit card payments, Mastercard cash advances, currency exchanges*, check cashing, requesting cash back on a deposit, requesting a cashier’s check or money order and receiving information about your account.

    *RBFCU does not exchange foreign currency.

  • Why am I being asked for my ID on all transactions?

    In order to protect you and your account, RBFCU must identify the transacting person on an account each time a transaction is made.

  • Why is this required?

    For all transactions, RBFCU needs to be able to identify any person with whom we are conducting business. We retain the ID in our system to identify the transacting person for researching transactions, should questions arise, and to protect our members against potential fraud.