gobankffb faq

Menu options

A menu appears after selecting the menu icon (three lines) at the top left of the application screen. You can select a menu item to explore your financial information.

Note:

Menu options include:

•Dashboard
•Messages
•Accounts
•Transfers
•Deposit checks
•Payments
•Support
•Settings

Tip: 

Selecting the menu a second time closes the menu. Selecting anywhere outside of the menu panel also closes the menu.

Dashboard

The Dashboard shows a consolidated view of your financial accounts and other information, in addition to your messages.

Select  icon for card customization settings.

Customizing the dashboard

Get personal with your finances and rearrange the dashboard to your liking.

• From the menu, tap Dashboard.

• Scroll to the bottom of your screen and select Organize Cards.
  If using an Android™ device, you can also touch and hold the title area of a card until the card organization screen appears.

• There are several actions you can take to customize the cards on the dashboard.

Messages

Conversations

Access conversations with support agents from the Messages screen.

The conversations feature enables secure digital interactions between you and FFB to exchange information and documents. They are a personal, asynchronous, and contextual method of communication that takes place using a chat box and chat bubbles. Files can also be attached to the conversations.

Starting and viewing support conversations

Use these instructions to understand the process for viewing support conversations.

Conversations are only available if your institution has enabled the Banno Support product.

• Choose a starting point from which to access the Messages screen.

Select Messages from the slide-out main menu, or find the Messages section of the dashboard, and then select the new conversation icon .

Select Conversation from the support section of the dashboard or the support section of the slide-out main menu.

• Enter a message in the text field to begin a conversation with a support agent.
  If available, the end user can attach files by selecting the attachment option .

• Select Send.

•  While in a conversation, select the transaction icon , or select Add transaction within the conversation if the support agent has sent a prompt. 

•  Use the Search transactions field to find the relevant transaction. 

•  Select a transaction to add it to the conversation as an attachment. 

•  Select Send. 

Deleting Messages

Messages remain in the app until they expire or you decide to delete them. Messages do not expire unless the message creator sets an expiration date.

• From the menu, tap Messages.

• To delete a message, choose an operating system and follow the corresponding steps.

Operating system Steps
iOS	a.In the panel on the left side, swipe the message preview left to reveal the Delete button. b.Tap Delete.
Android™	a.In the panel on the left side, touch and hold the message preview. b.Tap  . c.Tap Yes.

• Access budgeting tools
• Deposit checks
• Reorder checks
• View electronic documents
• Transfer funds
• Set alerts and reminders
• Manage transaction and balance alerts
• Pay bills
• Manage debit cards
• Approve ACH batches and wire transfers
• Apply for loans

Changing the account nickname

Use these instructions for understanding the process for changing an account nickname in GoBankFFB.

1. Select an account from the Accounts section on the dashboard. 
2. Select Settings. 
3. Select Rename. 
4. Type the new name in the text box, and then select Save. 

Changing the order of accounts 

End users with multiple accounts can prioritize some accounts over others in their list. With this feature, the end user can choose the order in which they want accounts to appear in the Accounts section of the dashboard and also on the Accounts screen.

Choose a starting point.

• Begin from the Accounts section on the Dashboard.
• Begin from the Accounts screen.

Select  Organize Accounts. 

Drag and drop the accounts on the Organize accounts screen to choose the order of appearance. 

Managing transaction alerts

These steps outline the processes for adding and managing transaction alerts.

• View the Accounts section of the dashboard, or select Accounts from the main app menu. 
• Select an account to bring up the account Details screen. 
• Select Manage alerts. 
• Choose a situation and follow the corresponding steps. 

Managing balance alerts

These steps outline the processes for adding and managing balance alerts.

• View the Accounts section of the dashboard, or select Accounts from the main app menu. 
• Select an account.
• Select Manage alerts. 
• Choose a situation and follow the corresponding steps. 

Viewing account information

Get account information at a glance, including balances, statement dates, interest information, and more, or use handy actions like transactions, transfers, deposits, documents, and settings.

• Select the menu, and then select Accounts. 

• Select an account to view quick actions and to view balance information and other details for that account. 
  Try filtering by account type. If iOS®, select Cash, Credit, or Other to filter your account list. If Android™, select All Accounts to access filtering options.

Electronic documents

If your financial institution has a supported document imaging provider, end users may view statements, tax forms, and notices on the Documents screen.

To view the documents associated with an account in Banno Mobile, select the main menu, and then select Accounts > [Account Name] > Documents.

Enrolling in electronic documents

• Select the main slide-out menu, and then select Accounts. 
• Select a relevant account. 
• On the Account detail screen, select Documents. 
• If service agreement terms are presented, accept them. 
• Choose an option, if applicable to your institution.
• If your institution has enabled the ability to choose a notification method in the Notify at field, select the field and enter the preferred notification method.
• If your institution has enabled the ability to choose a notification method in the Notify at field, but the end user does not want to be notified when new documents are available, select the field and then select Do not notify.
  
• Choose a situation and follow the corresponding steps.

• Select OK.

Updating electronic document enrollment settings

Use these instructions to understand the process for an end user to update their electronic document enrollment settings. These instructions explain how to update settings for an account that has already been enrolled in electronic documents.

• Select the main slide-out menu, and then select Accounts. 

• Select the relevant account, and then select Settings. 

• In the Documents field, select Enrolled. 

• On the Documents screen, update the settings as desired. 

• Select Save

Downloading electronic documents

• Select the main menu, and then select Accounts. 

• Select an account.
  

• Select Documents, and then select the document you want to download.
  Use the Statements, Taxes, or Notices tabs to view different document types. You can also use the drop-down menu to filter documents by year.

• If iOS, wait for the document to load. If Android™, select Download and select whether you want to view the document in a browser or a PDF viewer.

Reorder checks

To reorder checks, select the main menu, and then select Accounts > [Account name] > Reorder checks.

Reordering checks

These are the steps for reordering checks in the GoBankFFB app.

• Select the main menu, and then select Accounts. 

• Select an account. 

• Select Reorder checks.

Creating Transfers

You can create one-time transfers, future-dated transfers, and recurring transfers in the GoBankFFB app.

Two accounts need to be associated with the app to complete a transfer. Future-dated transfers and recurring transfers are available between FFB accounts.

• Open the app menu and select Transfer. 

• Select Make a transfer. 

• If prompted, answer the security question and select Submit. If not, continue to the next step. 

• Select the account you want to transfer funds from, and then select an account for the destination. 

• Enter the transfer amount.

• Choose a situation and follow the corresponding steps.

TIP:

If you transfer is an immediate, internal transfer, you can add a memo note by selecting More options and completing the Memo field.

Modifying scheduled transfers

After a scheduled transfer has been created, it can still be modified or deleted.

• Select the main menu and then select Transfer. 

• Select a transfer in the Scheduled transfers list 

• Choose a situation and follow the corresponding steps.

Situation	Steps
Edit transfer	Modify the desired fields Select Save.
Deleted transfer	If iOS, select Delete. If Android™, select .

Adding and enabling an account for external transfers

With GoBankFFB, you can make transfers to and from external accounts added to the app. The following task shows several methods for completing this process.

•  Choose a situation and follow the corresponding steps.

•  Choose a situation and follow the corresponding steps.

• Complete the fields on the Transfer setup screen
• Select Submit.

If the account is eligible to send inbound transfers to accounts, the app presents a message saying that two small deposits have been sent to the account and will arrive in 3-5 days.

• Select OK.
• Verify your deposit amounts to activate external transfers.

Verifying deposits for external transfers

Before inbound external transfers can be madce, the account requires verification by confirming the micro-deposit amounts sent from GoBankFFB.

Add an account for external transfers before completing this process.

• Select the main menu, and then select Settings.

• In the Accounts section, select External transfers.
  The external transfers account list appears.

• Select the account that requires verification.
  An alert icon  appears next to accounts that require attention.

• Enter the deposit amounts, and then select Confirm.
  If a user inputs a wrong deposit amount three times, the app requires them to remove the account and restart the process for adding the external account.

Removing external transfer accounts

• Select the main menu, and then select Settings. 

• Select External transfers. 

• Select an external transfer account. 

• Select Remove, and then select Remove again.

Manage cards

GoBankFFB allows users to have more control over their debit cards.

The mobile app allows for the following actions to be taken.

• Activate or deactivate card
• Report lost card
• Report stolen card
• Reorder card
• Activate new card
• Access Alerts and protection

To access these features, go to Accounts > [Account Name] > Manage Cards.

Users can also use the Manage Cards dashboard card to activate and deactivate cards. To add this dashboard card, go to the bottom of the dashboard and select Organize Cards > Add Cards > Manage Cards > Add. After adding the dashboard card, users can select the toggles to activate and deactivate cards. They can also select the card name to access other card management options.

Manage cards: Dashboard card

The mobile app allows users to activate and deactivate debit cards from the dashboard.

To add the Manage Cards card to the dashboard, scroll to the bottom of the dashboard and select Organize Cards > Add Cards.

Reporting a lost card

Users who have lost cards can report the loss through the mobile app. Using this feature sets the card's status to warm, and the card becomes temporarily unusable.

CAUTION:

When you report a card as lost, you will no longer be able to manage the card from the mobile app.

• Select Accounts > [Account Name] > Manage Cards. 
• Select the appropriate card. 
• Select Report Lost/Stolen. 
• Select Card Lost.

The card status changes to Lost. From now on, when you select the card you will see a message about your card's lost status.

Reporting a stolen card

Users who have had a card stolen can change their card status in the mobile app. A card with a stolen status results in a hot card (cancelled) that becomes permanently disabled.

CAUTION:

When you report a card as stolen, you will no longer be able to manage the card from the mobile app.

• Select Accounts > [Account Name] > Manage Cards. 
• Select the appropriate card. 
• Select Report Lost/Stolen. 
• Select Card Stolen.

The card status changes to Stolen. From now on, when you select the card you will see the following message:

"This card can no longer be used, contact us to order a new one."

Reordering a card

• Select Accounts > [Account Name] > Manage Cards. 
• Select the appropriate card. 
• Select Re-order Card > Re-order Card.

CAUTION:

Fees may apply. Contact your financial institution for more details.

The card status changes to Re-order Card. A new card will be mailed out to the address on file if there are no issues.

Activating a new card

• Select Accounts > [Account Name] > Manage Cards. 
• Select the appropriate card. 
• Select Activate New Card > Activate.

Activating or deactivating a card

In addition to using this method, users can also activate and deactivate cards from the Manage Cards dashboard menu.

• Select Accounts > [Account Name] > Manage Cards. 
• Select the appropriate card. 
• Select the toggle next to the card name to activate the card or to deactivate the card temporarily.

Transactions

With GoBankFFB, you can view transaction history and see transaction information.

The mobile app shows details about your transactions with the following information for every transaction:

• Transaction title
• Date
• Amount
• Similar transactions

Transactions show location and merchant contact information when provided by the merchant.

GoBankFFB also shows check images in transaction details for mobile, in-branch, and ATM deposits.

Users can add the following information manually:

• Tags
• Notes
• Images

Transaction search

Locate transactions using search terms and filters. You can access transaction search from several locations in the app, including the menu.

Search pulls results from the transaction title. If you open an account and search while viewing it, the search narrows to the current account's transactions. To narrow results more, try filtering by financial account or tag.

Viewing your transaction history

• Open the menu and tap Accounts.
  You can also access the Accounts screen from the Dashboard.

• Tap an account. 

• Tap Transactions. 

• Review transactions as a whole or tap a transaction for more details.

Pending transactions

Pending transactions appear in a separate Pending section at the top of the transactions list.

Running balance

Running balance appears by default beneath the transaction amount for applicable transactions.

You can hide running balances by going to the Settings screen, selecting First Fidelity Bank, and then selecting the toggle next to Show running balance.

Tagging a transaction

Tags empower users to create and assign categories to transactions, helping you locate certain types of transactions quickly.

• Open the menu, select Accounts, and select an account. 

• Select Transactions, and then select a transaction.
  The Details screen appears.

• Select Add Tags > Add Tag.

• Complete the appropriate action.

Enter a new tag.
Select from the list of previously created tags.

• Select Done. 
  

• Choose how you want to apply your tag.

Only This Transaction
All Similar Transactions

GoBankFFB chooses similar transactions by merchant name. After you create a tag and select All Similar Transactions, future transactions with the same merchant will automatically show the tag you created.

Adding a transaction note

• Open the menu, tap Accounts, and then tap an account. 

• Tap Transactions, and then tap an individual transaction. 

• Tap Add Notes. 

• Enter a note. 

• Tap Done.

Adding an image to a transaction

Want to keep a close eye on your transactions? Use the image feature to keep a visual record of receipts and other information.

• Open the menu, tap Accounts, and then select an account.
• Select Transactions.
• Tap a transaction, and then tap Add in the Images section.
• Choose the appropriate situation and follow the corresponding steps.

Deposit check images

If your institution has check deposit images enabled, they appear on the Details screen for the associated transactions.

Any check images associated with a transaction appear in the Images section next to any user-uploaded images. The number of check images appears beneath the check images icon.

After clicking the check images icon, a searchable list of check images appears. Depending on the available data, the search can filter through item label, check number, amount, and index number. The search feature also supports partial matches.

While viewing an individual image, the end user can use a swipe gesture to view the next image.

Remote deposit capture

You can enroll for Mobile Deposit in the GoBankFFB app. Mobile deposit uses your device's camera to capture the front and back of a check, allowing you to make deposits on the go.

Enrolling in Mobile Deposit

Before depositing checks from the app, you'll need to enroll your account in remote deposit capture.

• Select Deposit check from the main menu. 

• Choose a situation and follow the corresponding steps.

Depositing a check

• Tap Deposit from the menu. 

• Select Deposit a Check and enter the amount.
  Depending on your financial institution's RDC provider, a Deposit limits option might appear underneath the amount. Selecting Deposit limits shows the end user how many deposits they have made compared to their limit, in addition to the amount of funds deposited compared to their limit. If deposit limit information is not available, the option does not appear.

• Tap Continue.

• Select the account you would like to deposit funds to.
  The Check Front capture screen appears.

• Center the check front in the capture screen, tap the screen to capture, and hold your device steady while the auto focus completes.
  After a short wait time, a preview screen appears.

• Tap Continue.
  Tap Retake to replace your capture with a new one.

• Use the same method to capture the check's other side, and then tap Continue.
  Your deposit information appears.

• Tap Submit.

Mobile Deposit Limits Information

Selecting Deposit limits shows how many deposits you have made compared to the limit, in addition to the amount of funds deposited compared to the limit.

Deposit limits option

Deposit limits screen

Payments

You can make payments from your mobile device. You can also add payees for convenient access.

Adding payees

Save time by adding payees.

• Go to the Payments screen and tap + next to Payees. 
• Tap the type of payee to add.
  • Company
  • Person
• Enter the form information and tap Continue or Submit when finished.

Editing and deleting payees

• Go to the Payments screen. 
• Select a payee from the Payees section. 
• Select Edit. 
• Choose a situation and follow the corresponding steps.

Paying bills

Make payments, view your payment history, and see scheduled payments from the Payments screen.

• Select the menu, and then select Payments. 

• Select Make a Payment, and then select the merchant or person you would like to pay.

• Select an account to take funds from, and then input the Amount.

• Choose when to send the payment, and then select the desired date.
  Based on your financial institution's funding model, the end user will either select the arrival date or the processing date for the payment. The app will inform the end user of which date (arrival or processing) they are selecting.

• Choose a situation and follow the corresponding steps.

• Set the relevant interval for the Frequency field if a recurring payment is desired. a. Select the desired range for the Starts and Ends fields.

• If desired, include a memo to the payee or a personal comment in the Notes field. 

• Review the payment information, and then select Submit.

Editing or ending a recurring payment

• From the Payments screen, select a payee that currently has a recurring payment configured. 

• Select Recurring payment. 

• Choose a situation and follow the corresponding steps.

The Settings screen is where you can configure settings that affect the app experience and security.

• Access the Security settings screen, where there are additional security options

• Access the end user's profile information by selecting the profile image at the top

• Access the Accounts settings

• Configure settings for specific accounts by selecting a financial institution from the list
• Add an account
• Access external transfers

• Activate or deactivate notifications, sounds, and vibration

• Review the user agreement

• Remove profile (sign out)

• Send feedback

• View the intro tutorial

• View device information

• View app version

User profile settings

From the Settings screen, select your profile image to access the profile configuration screen.

On the Profile screen, you can view and change your profile picture, email, phone numbers, and street address.

Changing user information

• Select the main menu, and then select Settings. 

• Select the user profile picture at the top of the screen. 

• Choose a situation.

• Select Edit next to the Email field.
• Select Edit in the phone number area.

• Make the desired changes, and then select Save.

Adding or updating the profile photo

• Select the main menu, and then select Settings. 

• Select the end-user profile image at the top of the screen. 

• On the Profile screen, select the pencil  next to the end-user profile image. 

• Choose to use an existing photo or use the device's camera to take a new photo.
  The end user selects OK to continue, if prompted to allow the app to access the camera.

• On the Move and scale screen, adjust the photo placement within the frame as desired. 

• Select Done.

Security settings

From the Security settings screen, you can manage your devices, access, passwords, and authentication.

These abilities are available:

• Enable Touch ID® (for iOS®) or Fingerprint login (for Android™)

• Reset two-factor authentication

• Reset multi-factor authentication security questions

• Change the passcode used to access the app

• Change the username

• Change the password

• View devices, see login activity, and manage access.

• View the last time each device was used to access the app

• Remove access to GoBankFFB on devices.

Changing your username

• Select the main menu, and then select Settings. 

• Select Security. 

• In the Login options section, select Change username. 

• When asked for the password, enter it and select Submit. 

• Type the new name in the Username field, and then select Save.

• A message appears stating that "Your username was changed successfully!"

Changing your passcode

• Tap Settings from the menu. 

• If Android™, skip this step and go to the next one. If iOS, select Security Settings. 

• Tap Change Passcode, and enter your current passcode. 

• Enter a new passcode, and then confirm your decision by entering the new passcode again.

Fingerprint login for Android™

Android™ users can use a fingerprint scan as an alternative to using a passcode each time a user opens the mobile app.

If the fingerprint scan fails, or if you select Cancel, the app asks for the four-digit passcode instead.

Fingerprint authentication may not be available for some Android devices, depending on their specific specifications

Setting up fingerprint scanning

The mobile app presents you with the option to enable fingerprint login after a user exits the app and returns to use the passcode for the first time. Users can also enable or disable the fingerprint login option at any time from the Settings screen.

CAUTION:

If you enable this feature, any person who has a fingerprint added to the device can log on to the mobile app using touch ID.

Enabling fingerprint login for Android™

For the mobile app to use fingerprint scanning, your device needs at least one fingerprint registered. The GoBankFFB app will prompt you to register a fingerprint if you try to enable the feature without already having one registered.

• Select Settings. 

• Select the toggle next to Fingerprint Login. 

• Touch the sensor with your finger to verify your fingerprint.
  If you have not already registered a fingerprint on your device, the app will prompt you to do so at this time.
  

Touch ID for iOS

iOS users can use Touch ID as an alternative to using a passcode each time a user opens the mobile app.

If Touch ID fails, or if you select Cancel, the app asks for the four-digit passcode instead.

Setting up Touch ID

The mobile app presents new users with the option to enable Touch ID during the initial signup process. Existing users can enable or disable the Touch ID option at any time from the Settings screen.

CAUTION:

If you enable this feature, any person who has a fingerprint added to the device can log on to the mobile app using touch ID.

Enabling Touch ID

For the mobile app to use Touch ID, your device needs at least one fingerprint registered.

Users can enable Touch ID during the initial mobile signup process, and you can also enable or disable it at any time by accessing the options described here.

• Select Settings. 

• Select Security Settings. 

• Select the toggle next to Touch ID to Login. 

• Select Enable Touch ID.

Password management

You can update your password at any time from the Change Password section under Settings > Security. GoBankFFB uses the same password rules as online banking located on ffb.com. The password requirements are shown as you type.

Expired passwords and original password

When the app detects that a user’s password has expired, it prompts you to set a new one. If the user signs in using their original password created during online banking enrollment, the app prompts them to update their password.

Dormancy and lock-outs

If your login credentials become dormant or you are locked out, you will be prompted to contact Customer Service and returned to the login page. Once your information has been unlocked you can log on again.

Changing the password in GoBankFFB

You can change your password while in the GoBankFFB app. This will also update your password when logging in from the full website, www.ffb.com.

Select Settings from the menu. 

Select Security Settings. 

Select Change password. 

Complete the fields, and then select Save.

Multi-factor authentication

Multi-factor authentication (MFA) provides a means of an additional layer of security for certain higher-risk actions taken in the app.

The mobile app uses online banking security questions to provide an additional layer of security for users.

Presentment

GoBankFFB requires users to answer security questions when adding a bill payee.

Enrollment

When you enroll in GoBankFFB, the app attempts to import existing security questions from your current Online Banking setup. If no existing security questions can be located, you will be prompted to create new security questions.

Security question failure

This topic describes what happens when a user inputs incorrect answers to security questions.

When a user answers a question incorrectly three times, GoBankFFB marks it as failed. The next time the app requires an answer to a security question, it will pull from questions that have not yet been failed. If all questions in the available question pool have been failed, the app asks the user to create security questions. When returning to the screen in GoBankFFB where security questions are asked, the user sees instructions to reset the questions. After all questions are reset, the flag is removed.

Changing security questions

• Select Settings. 

• Select Security Settings. 

• Select Reset Security Questions. 

• Enter your username and password. 

• Choose three security questions.
  

Resetting two-factor authentication

Banno Mobile offers two-factor authentication as an added security layer to protect users. If a user is logged on to GoBankFFB, they can set up two-factor authentication again with a new email or phone number by using this process.

1. Select the main menu, and then select Settings.
2. Select Security.
3. In the Verification options section, select Reset.

Device management

On the Devices screen, users can view information about, and even remove access for, their devices which access the GoBankFFB app.

Self-service deauthorization

Users can have their devices deauthorized for GoBankFFB use in two ways: You can perform a self-service action in the app or you can contact Customer Service and a representative can deauthorize the device for you.

If you lose a device or if someone obtains your login credentials,you can deauthorize the compromised device from a separate, authorized device. The option to remove a device is available from the main app menu by selecting Settings > Security Settings > Recently used devices.

Managing devices from GoBankFFB

Use these instructions to view information or remove access for devices in GoBankFFB.

• Select the main menu. 

• Select Settings. 

• Select Security settings > Recently used devices. 

• Choose a situation and follow the corresponding steps.

Situation	Steps
View device information	Select  to view information such as device model, operating system, and app version.
Remove a device's access to the app to deauthorize and remove it from the list of devices.	Select remove next to the appropriate device.

Managing notifications for iOS

• Tap Settings from the menu. 

• Tap the Push Notifications toggle to turn notifications on and off.

Managing notifications for Android™

• Tap Settings from the menu. 

• Select Notifications. 

• Select and clear the check boxes to configure the settings.

Showing accounts

Use these instructions if you want to add or remove an account from your app temporarily.

• Open the app and tap Settings from the menu. 

• If Android™, select the appropriate financial institution beneath Accounts. If iOS, select the appropriate financial institution beneath Account Settings.

• Select the Show in app toggle beneath the account that you want to show or hide.

The accounts shown in the app reflect the change.

Displaying and hiding running balance

Use these instructions to show or hide running balances beneath applicable transactions. Running balances show by default until hidden. Setting this option in your primary institution settings applies it to all your other accounts.

• From the main menu, select Settings. 

• Select your primary institution. 

• Select Show running balance.