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Mobile Banking Overview and Enrollment FAQs

• Mobile Banking Overview and Enrollment FAQs
• eDeposit FAQs
• Mobile Bill Pay FAQs
• SMS FAQs

Enrollment FAQs

What is Mobile Banking?
Nationwide Bank’s Mobile Banking offers three more ways to get convenient access to your checking, savings, money market and CD accounts. Sign up for Mobile Banking, and you can:

1. Bank by mobile app – Download our app for even easier access to your accounts.
2. Bank by mobile web browser – Visit m.nationwidebank.com from any smartphone to check your balance or transfer funds.
3. Bank by SMS/text – Set up text alerts or text us for information about your accounts.

How do I sign up for Mobile Banking?
There’s no charge from Nationwide Bank to use Mobile Banking, but texting or browsing rates from your carrier may apply. Get started with these steps:

1. Enroll.  Log in to your online banking account and look for the Mobile Banking link on the left. Enter your phone number to get an activation code. (Your activation code is valid for 12 hours.)
2. Activate.  Choose the Mobile Banking option that fits your needs:
   • Mobile app – Download Mobile Banking for your phone. Enter your activation code into the app, and you’re ready to bank by mobile app. Mobile Banking is available from:
     - The App Store if you have an iPhone
     - Google Play if you have an Android phone
   • Mobile web – Visit m.nationwidebank.com using your mobile browser and enter your activation code to complete enrollment. Be sure to bookmark this page for faster viewing later.
   • SMS/text – We’ll send you a text message. Text us back with your activation code to complete enrollment. After that, you can text C to 79680 to get a list of commands you can use to bank by text. Or you can log in to your Nationwide Bank account to set up text alerts to keep track of your money.
     

Why isn’t my activation code working?
Your activation code is good for 12 hours. After that, it expires. To get a new one, log in to your account and visit the Mobile Banking area.

Can I search for specific checks with Mobile Banking?
Yes, you can search for checks by entering a range of check numbers into the High Check # and Low Check # areas, such as 2015 to 2000 . If you’re looking for a specific check, enter the same check number into both areas.

Can I search for a specific deposit or withdrawal amount in the app?
Yes, we’ll ask you for a range to search for. If you know the specific amount, type that number into both the High and Low boxes.

What if I change mobile phone service providers?
You can still use our Mobile Banking app if you change providers. Call us at 1-855-864-9751 M - F from 8 a.m. to 8 p.m., and we’ll walk you through the process.

I cancelled Mobile Banking, but I want it back again. Why am I getting an error message?
You need to take a few steps to re-enroll in Mobile Banking. 

Delete the mobile app:

• Delete the app from your phone
• Clear your web history, cookies and cache from your phone (On most phones, you can do this from your web browser settings.)

Re-enroll in Mobile Banking:

• Log in to your online banking account and click the Mobile Banking link on the left.
• Enter your mobile phone provider and your phone number. You will receive an activation code.
• Nationwide Bank will text your phone to make sure we have the correct number. Respond by texting us your activation code.
• Download the mobile app for your iPhone, Blackberry or Android phone.
• After you have the app on your phone, type in your activation code, and you’re ready to use Mobile Banking.

Call us at 1-855-864-9751, if you need additional help.

I received an activation code but never used it. What do I do now?
Activation codes expire after 12 hours. If you need a new one, log into your Nationwide Bank account and request a new one under the Mobile Banking link.

I did not receive a text message. What should I do?
Typically you should receive a text message within a few minutes after enrolling in Mobile Banking. Sometimes mobile carriers experience delays. Make sure your phone has a wireless signal. Then check that you entered the correct phone number on the enrollment site. If you still do not receive it, contact your wireless carrier to be sure text messaging is enabled on your phone.

Can I use Mobile Banking on more than one phone?
Yes. Log on to your online banking account to enroll (and then activate) another phone number.

Is Mobile Banking available for iPad® and iPod touch®?
Yes, you can bank by mobile web and by mobile app with an iPad and iPod touch. Because these devices do not include a phone number, follow these steps to enroll:

1. Enroll. Log in to your online banking account and look for the Mobile Banking link on the left. Choose Enroll Another Mobile Device. Under Carrier, select Other/iPod touch. Enter a phone number. (A land line number is ok. If you plan to enroll your mobile phone separately, use a number other than your cell phone number.) You will get an activation code that is valid for 12 hours.
2. Activate. Visit m.nationwide.com on your iPad or iPod touch. Enter your activation code and the same phone number entered on the enrollment screen, and you’re ready to bank by mobile web.
3. Download the app. Visit the App Store to download the Mobile Banking app. Enter your activation code and the phone number, and you’re ready to bank by mobile app.

If you also want to bank by SMS/text message, you can enroll your mobile phone in Mobile Banking. Log into your account to get another activation code.

Can I use Mobile Banking with my company BlackBerry?
Your company may prohibit you from downloading apps to your smartphone. If so, you can still sign up for Mobile Banking to bank by mobile web and by SMS/text.

What if my mobile phone is lost or stolen?
If you are concerned about misuse of your phone, contact your mobile service provider immediately to stop all wireless service. Then sign on to online banking and disable or remove your phone from Mobile Banking.

eDeposit FAQs

What is eDeposit?
Customers with a camera-enabled iPhone or Android smartphone can deposit checks to their account using the Nationwide Bank mobile app.

Who is eligible for eDeposit?
Customers who have a Personal or Business Checking, Savings, or Money Market account are eligible to use eDeposit.

What types of checks can I deposit with eDeposit?
Most domestic checks can be processed through eDeposit. We are unable to accept Money Orders, Foreign Items, Savings Bonds, or Third Party Checks through eDeposit.

Are there any limits on the dollar amount of deposits I can submit?
Yes. For each account, you can deposit up to 10 checks totaling not more than $1,000 per day. Any items presented in excess of the limits will be returned at our discretion.

Do I photograph both the front and the back of my check?
Yes. During the deposit process, you will be required to photograph the front and back of your check.

How do I endorse my check for eDeposit?
You should sign your check with the following endorsement:

Signature
For Nationwide Bank Mobile Deposit Only

How will I know if Nationwide Bank received my deposit?
In addition to receiving a confirmation on your smartphone, you will also receive a notification by e-mail when your deposit has been received. You can always check the status of a deposit by accessing the Deposit History Feature from the eDeposit menu on your smartphone.

How will I know when Nationwide Bank processes my deposit?
When your deposit is processed, you will receive a second e-mail notification on the status of your deposit. This e-mail will indicate if the deposit was approved or declined for processing. If declined, a reason will be provided. You can always check the status of a deposit by accessing the Deposit History Feature from the eDeposit menu on your smartphone.

When will my deposit post to my account?
Deposits can be made with eDeposit at any time. If your deposit is approved by Nationwide Bank before 3:00 p.m. ET M – F, your deposit will post to your account the next business day.

When will a deposit made through eDeposit show in my balance?
If your deposit is approved before 3:00 p.m. ET M-F, the amount will show in your balance on the next business day.

Can I photograph more than one check at a time?
Only one check at a time can be photographed. You can, however, take multiple photographs in a session if you have more than one check to deposit.

What if the check image I photographed is bad?
You have the option to retake photographs of the check before submitting or you may cancel the deposit. If you are unable to photograph a clear image, please deposit your check in an ATM or mail your deposit to:

Nationwide Bank
PO Box 182049
Columbus, Ohio 43218-2049

Do I destroy my check after I photographed the deposit?
No, keep the check for 15 days to ensure it posts to your statement. After 15 days, you may securely destroy the check. Do not VOID the check after submittal in the event the deposit is not approved and needs to be re-submitted.

Can I make my opening account deposit through eDeposit?
You can make your opening deposit through eDeposit for your Personal or Business Checking, Savings and Money Market account. Opening deposits for CDs cannot be made through eDeposit.

What if I submitted a deposit for the wrong amount? Do I need to resubmit the deposit?
No, you do not need to resubmit your deposit. If you entered the wrong amount for the deposit, our operations center will correct the deposit amount and you will receive an email with the details.

What if I submit the same deposit twice in error?
If the same deposit is submitted twice, it will be identified and stopped by our processing. Should this occur, you will receive a declined deposit notification for the second deposit received through eDeposit.

A check I submitted was returned, can I resubmit it?
If a deposit is returned, please do not re-deposit the check with eDeposit. You will receive written communication from Nationwide Bank through the US Postal Service if a deposit is returned.

If I need additional information on eDeposit, who can I call?
For additional assistance, please call Nationwide Bank at 1-855-864-9751.

Mobile Bill Pay FAQs

What is Mobile Bill Pay?
Mobile Bill Pay allows you to pay bills using your smartphone, saving you time, envelopes and stamps. With Mobile Bill Pay, you can pay bills on the go, anytime, anywhere.

In what modes can I access Mobile Bill Pay?
Mobile Bill Pay is available through our mobile app and mobile web services. It is not available through the SMS/Text banking.

Where do I enroll for Mobile Bill Pay?
There is no enrollment for Mobile Bill Pay—the service is available to you after you’ve enrolled in Mobile Banking. Please note that you must set up payees in Online Bill Pay before you can make payments using Mobile Bill Pay.

How do I pay a bill?
To pay a bill, select the “Payment” option from the main menu, then select “Pay Bills.” Here, a simple flow guides you through choosing the “Payee”, “Due By Date” and “Pay Bill From” account. Then you will enter the Payment Amount and optionally enter a Memo. Please note that you can only make payments to payees already created in Online Bill Pay.

How are payments made?
Only you may create and authorize a payment. Depending on the Payee’s capabilities, payments are issued via paper checks or electronically. Both payment forms include remittance information to ensure your Payee may credit your account.

Can I add a Payee on my mobile device?
No. You must add Payees through Online Banking.

How do I deactivate a Payee?
You may manage your Payees, including deactivation by logging in to Online Banking and accessing the list of Payees.

How do I cancel a payment on my mobile device?
To cancel a payment, select the “Payments” option from the main menu, then select “Scheduled Payments.” The system will respond with a list of payments currently scheduled and unpaid. The list includes payments made via Online Bill Pay and Mobile Bill Pay. Choose from this list the payment you wish to cancel. The system will display the payment details. From this screen, select “Cancel Payment.” The system will ask you to confirm that you wish to cancel the payment.

How may I see previous bill payments on my mobile device?
To view previously paid bills, select the “Payments” option from the main menu and then select “Recent Payments.” Your display will refresh with a list of completed bill payments in a summary format. Select an item to see the payment’s details. The list includes payments made via Online Bill Pay and Mobile Bill Pay.

How do I handle a dispute with a payee?
If you have an issue with a bill or a specific item on the bill, contact the Payee directly. Remember, you may pay whatever amount you desire in Bill Pay while you are disputing any item.

SMS FAQs

What are the text message commands I can use?
Use this list to help you bank by text. You can always text C to 79680 to have a list sent to your phone.

When will I receive the SMS/text alerts I’ve signed up for?
Many SMS/text alerts are immediate, but some transactions take a little more time to process. You’ll receive these alerts between 9:30 and 10 p.m. ET. These include:

• Purchases you make using your PIN
• Cleared checks
• Overdraft protection