Mobile Banking FAQs

Q. What is Mobile Banking?
A. Mobile Banking allows you to view account balances, transaction history, transfer money, and pay bills from certain supported cell phones. Currently, the only charges that apply to Mobile Banking are data charges incurred from the wireless carrier.

Q. How do I enroll in Mobile Banking?
A. You enroll in Mobile Banking through OnLine Access and your cell phone. You must have a supported phone with voice, text and a valid data plan (internet access) to enroll in Mobile Banking. To enroll, click on the Mobile Banking tab within OnLine Access. Then click on the Access Mobile Banking button and follow the steps for enrollment.

Q. Does my wireless carrier support Mobile Banking?
A. You can visit www.synovus.com/mobile for a list of current carriers and phone types. For more details contact OnLine Access Support at 1-866-518-4721.

Q. Is Mobile Banking free?
A. Currently the only charges incurred are the data (internet) charges from the wireless carrier. No bank fees apply at this time.

Q. Can I use my cell phone to access Mobile Banking? Which cell phones are supported?
A. Yes. The list of supported phones is ever-changing. Please visit www.synovus.com/mobile or contact OnLine Access Support at 1-866-518-4721 for a list of supported phones.

Q. Where can I find the Mobile Banking application on my cell phone?
A. The location of the application depends on the phone model. Typically, you can find it in the "My Stuff", "Games", "Applications", "Get it Now", "Tools on the Go", "Get New App",  "Business Tools" etc.

Q. If I have my cell phone turned off or I’m on a call, will I receive an SMS (AT&T only) and alerts?
A. Yes. If you are on a call, SMS (AT&T only) messages can still be received. SMS (AT&T only) messages are stored and re-tried until delivery is successful for up to 72 hours. SMS (AT&T only) alerts are stored and re-tried up to 24 hours.

Q. What are the requirements for the Mobile Banking PIN?
A. The Mobile Banking PIN must be 6-digits. For security reasons, the PIN cannot be comprised of all the same digits (111111), nor sequential digits (123456).

Q. How do I view my account balances in Mobile Banking?
A. Log in to Mobile Banking on your cell phone. The “Mobile Banking Home” page displays some of your accounts and balances. You can select "Show All Accounts" to see all accounts available in Mobile Banking. An asterick appearing next to an account balance indicates there is no connection or the phone is in offline mode and the balance(s) may not be accurate. Log out and log back in to establish a clear connection. You can also click on Refresh from the Options menu.

Q. Can I change the account nickname that displays in Mobile Banking?
A. Yes. You can change the nickname of any account by going to Mobile Banking Summary within OnLine Access or by clicking on "Manage Accounts" from the Options menu on the device. Changing the account nickname in Mobile Banking does not change the account nickname within OnLine Access or Bill Pay.

Q. Can I use multiple cell phones to access Mobile Banking?
A. Yes. You can download the Mobile Banking application to multiple cell phones. Add a cell phone through the Mobile Banking section within OnLine Access. Keep in mind that all wireless carriers and phone models may not be supported. Please visit www.synovus.com/mobile or contact OnLine Access Support at 1-866-518-4721 for more details.

Q. Can a joint account holder also have access to our accounts through Mobile Banking?
A. Yes. As long as an individual has OnLine Access set up and a supported cell phone, they can have Mobile Banking. Each account owner must enroll in Mobile Banking with their phone through OnLine Access.

Q. Can I see a history of the transactions I have performed in Mobile Banking?
A. Yes. You can see up to the last 30 transactions per account. Click on the account you wish to view and 5 transactions will display per page. Click "Next 5" to continue.

Q. What does it mean if I have a transaction in the “Sent Requests”?
A. The "Sent Requests" screen displays transfers and bill payments that were initiated when the application was offline. Once a signal is obtained, you will be reminded there are pending transactions to be processed at the next login/logout. You can edit or delete any transfer/payment before sending it to the server for processing. If you choose to send a transaction but the application is still offline, the transaction is returned to "Sent Requests" upon exit. At next login/logout, you are prompted that there are pending transactions in "Sent Requests."

Q. What does it mean to be “offline”? How can I tell if Mobile Banking is “offline”?
A. Offline means the cell phone is unable to communicate with the Mobile Banking application server. This could be due to lack of signal, not data connection on the cell phone, or a problem with the Mobile Banking application servers. If the Mobile Banking application is offline, the balances screen will display an asterick next to the balance indicating there is no connection and the balances(s) may not be accurate. Log off and log back in to establish a clear connection. You can also click on Refresh from the Options menu.

Q. My cell phone shows I have a strong signal, yet my Mobile Banking application is offline. What causes this to occur?
A. The signal display on the cell phone is an indication of the phone’s ability to place calls. The Mobile Banking application requires a data network to perform data exchanges. This could be due to lack of signal, no data connection on the cell phone, or a problem with the Mobile Banking application servers.

Q. What happens if I lose service while performing a transfer or bill payment?
A. Your interrupted transfers and bill payments go to the Mobile Banking application’s "Sent Requests." Once a signal is obtained, you will be reminded there are pending transactions to be processed at the next login/logout. You can edit or delete any transfer/payment before sending it to the server for processing. If you choose to send a transaction but the application is still offline, the transaction is returned to the "Sent Requests" upon exit. At next login/logout, you are prompted that there are pending transactions in "Sent Requests."

Q. How do I know that my transfer or bill payment was successful?
A. Upon successful completion of the transfer or bill payment, a confirmation message displays on the cell phone screen. The confirmation message includes the transaction amount, the accounts or billers, and a confirmation number. If the application is offline, transactions are held in "Sent Requests" for future processing and you will receive a message informing you of this action. The next time you log into Mobile Banking on your cell phone, it will notify you that you have pending transactions in "Sent Requests."

Q. How do I add or remove billers from Mobile Banking?
A. You can add or remove billers any time through the Mobile Banking summary section within OnLine Access. Add or remove billers by adding or removing a check mark beside the account(s) listed and click on Save Changes.

Q. My billers are not displaying in Mobile Banking. Why not?
A. If you signed up for Bill Pay after enrolling in Mobile Banking, you need to refresh your view. Log back into OnLine Access and click on the Mobile Banking tab. This action will update Mobile Banking to include Bill Pay and the Bill Pay information will display.

Q. What is the difference between “Pay e-bills” and “Pay Biller”?
A. e-bills are presented to you electronically by the biller through your Bill Pay account within OnLine Access. e-bills will display the date and amount due as presented by the biller. You may edit the amount to pay through Mobile Banking, but the date is not editable.

Pay Biller enables you to pay any payee you have set up in Bill Pay within OnLine Access. You may indicate the amount you wish to pay, however there is no due date to set or change. The payment is sent the next available payment/processing date.

Q. Why did I receive an error message when attempting to pay an e-bill?
A. If the e-bill has a due date in the past or the due date is too close to process, you will receive an error message. You can go to “Pay Biller” and complete the payment. The payment will be sent the next available payment/processing date.

Q. What is Refresh?
A. Refresh enables you to retrieve the latest bills, balances, and account information. Refresh will also trigger the prompting for transactions that exist in "Sent Requests." To refresh Mobile Banking, click on Refresh from the “Options” menu.

Q. How do I transfer Mobile Banking to my new cell phone with the same phone number?
A. It is recommended that you first perform the Delete Device procedure from the Mobile Banking Summary screen within OnLine Access. This removes the old cell phone number. Clicking on Delete Device removes only that cell phone and financial institution (provider). If you have multiple financial institutions (providers), perform the delete device procedure from each financial institution’s internet banking site. Click on Activate Device to add the new cell phone and download the Mobile Banking Application. You will receive an activation code to enter onto the cell phone after the new SMS (AT&T only) message is received and opened.

Q. What if my phone is lost or stolen?
A. Even though account information is not stored locally on your phone, you may feel better knowing you have taken all precautions to protect your personal information. You can clear the contents on your cell phone by logging into OnLine Access. Click on Mobile Banking and in the “Mobile Device Summary”, highlight the lost or stolen cell phone number. Click on Lost Device to clear the contents on the cell phone. If you have multiple financial institutions (providers), clicking on Lost Device clears the contents for all financial institutions (providers). You may choose to call Synovus OnLine Access Support and have the contents cleared on your behalf, if you can not get to a computer.

Remember, Mobile Banking cannot be accessed without your 6 digit PIN. If someone attempts to guess your PIN, they have three attempts before Mobile Banking is locked. If you find the phone and want to download Mobile Banking again, you may activate the phone from the Mobile Banking tab within OnLine Access by selecting Activate Device and following the instructions.

Q. Will account information reside on my phone?
A. Just like OnLine Access, all account data resides at your bank. All data placed into local storage on the cell phone is first encrypted. This ensures that if the phone is lost or stolen, the data stored locally for the Mobile Banking application is unreadable. Minimal information, such as account nicknames, is stored locally on your cell phone.

Q. Can I safely recycle or dispose of my phone if it has Mobile Banking on it?
A. Although all information is secured with two-factor authentication and encrypted in local storage, it is recommended the Mobile Banking application be deleted from the phone before recycling or disposing. The process for deleting applications from the phone will vary by model. Refer to your cell phone user guide for instructions on how to delete an application.

Q. Who do I contact for customer support?
A. Please contact OnLine Access Support at 1-866-518-4721.