Mobile & Online Banking User Guide

This user guide will help you better navigate IncredibleBank mobile and online banking.






































Enrollment & Setup

Creating an IncredibleBank Mobile Account

Complete these steps to set up the mobile app. You can create an IncredibleBank Mobile account whether you have an online banking account or not!
  1. Open IncredibleBank Mobile.
  2. Choose a situation and follow the corresponding step.
    Situation Step
    Already have an online banking account.
    Enter your online banking ID and password, select Sign in.

    Continue to step 3.
    Do not have an online banking account.
    Select First-time user? Enroll now.
     
    Create an online/mobile banking profile by entering a SSN or EIN, in addition to an account, phone number, and email address.

    Continue to step 3.

  3. When the Secure your account screen appears, complete the form details to set up two-factor authentication.
    • After entering the details, select Next.
    • Enter the verification code sent from the app. If you do not want to receive the code via SMS, select Get your code another way for alternative methods.
    • Select Verify.
    • Select OK.
  4. When the User Agreement appears, select Accept.
  5. Choose a situation and follow the corresponding steps.

    Situation Steps
    Logging on using an existing online banking account. Continue to step 6.
    Creating an online banking/mobile banking account.
    1. Create credentials by entering information in the Username and Password fields.
      1. Select Username rules or Password rules to see restrictions on information that can be entered in the Username and Password fields.
    2. Select Next.   

  6. Create a passcode, and then confirm it by entering it again on the following screen.
    When logging in to the app, you can enter the wrong passcode five times before the app removes all data from the device and requires you to re-authenticate.
The tutorial appears. You can view the tutorial or select Skip to go directly to the dashboard.
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Enrolling in Electronic Documents

For faster, safer access to your IncredibleBank account statements (and to save some trees, while you're at it), switch to paperless documents! Get your statements for free, and access them anytime, anywhere from mobile and online banking.

Here's how:
  1. From the dashboard, click the Documents button.
  2. Review and Accept the eCommunication Service Agreement.
  3. Select the accounts to enroll.
  4. Click Enroll.
Is the enrollment button grayed out, or are you already enrolled and need to update your enrollment settings or add eStatements to additional accounts?

Here's what to do:
  1. From the dashboard, select an account.
  2. Then, select Settings.
  3. Next to Documents, select Advanced Settings.
  4. If prompted, Accept the eCommunications Service Agreement.
  5. Click Sign Up/Changes.
  6. Select accounts to enroll, or deselect accounts to unenroll.
  7. Click Save Settings.
  8. If eCommunication Service agreement appears, scroll to the bottom and click I agree.

 

Customizing the Dashboard

Get personal with your finances and re-arrange the dashboard to your liking.

  1. From the menu, tap Dashboard.
  2. Scroll to the bottom of your screen and select Organize Dashboard. 
    If using an Android™ device, you can also touch and hold the title area of a card until the card organization screen appears.
  3. There are several actions you can take to customize the cards on the dashboard.
    Actions Steps
    Remove a section Tap the X on the section you want to remove.
    Add a section
    1. Tap Add a card.
    2. Note: a card refers to a section (ex: Transactions, Bill Pay, etc.).
    3. Scroll to the section you want to add and tap Add.
    Move a section
    1. Touch and hold the title of a section.
    2. Slide your finger to reposition the section.
    Change the size of a section 
    1. Tap the three dots in the corner of the section.
    2. Choose a size from the options, if available.



Managing Accounts 

Almost anything you do with your browser-based online banking, you can accomplish using IncredibleBank Mobile.

Changing the account nickname
Business Users: This process is slightly different for you. Please click here for instructions. 

  1. From the dashboard, select an account.
  2. Select Settings.
  3. Select Rename (upper right).
  4. Type the new account nickname in the text box.
  5. Click Save.
Changing the order of accounts
  1. Select the ellipsis (...) in the upper right corner of your screen.
  2. Select Organize Accounts.
  3. Put your cursor or finger on the icon next to the account you'd like to move.
  4. Drag and drop the account into its new location.
View account number, routing number, and other account-specific details
  1. From the Accounts section on the dashboard, select an account.
  2. Scroll down to Details to view account details. 


Navigation & Features

 

Viewing Electronic Documents
  1. From the dashboard, click on Documents.
  2. All available documents will be listed.
  3. Click the filter icon in the upper right corner to narrow the list. 
  4. Click on a document download and view, print, and/or save.  
 

Linking External Accounts

With IncredibleBank's account aggregation tool, you can see your balances and transactions at other financial institutions from right within the IncredibleBank app.
 
Before getting started, make sure you have the login credentials for the other financial institutions you would like to link.
 
To link external accounts
  1. Click on the three dots next to Accounts.
  2. Select Link an Account.
  3. Select next.
  4. Select the bank from the access screen. If you don't see the financial institution you'd like to link, use the search option.
  5. Select next.
  6. Enter the login credentials for the external account you're linking.
  7. Follow the remaining prompts, and follow these steps again to link another account.
To remove linked external accounts
  1. From the Dashboard, click on the Account you would like to unlink.
  2. Click the Settings icon/button
  3. Click Manage your accounts
  4. Click Next
  5. Click Review next to the Bank Name/Logo
  6. Select the bank/account to unlink
  7. Click Remove bank (twice) 
 

Switching or Removing Profiles

Do you have more than one Mobile & Online Banking profile with IncredibleBank? With our mobile app, you can easily switch between multiple user profiles. 

Adding an additional profile
  1. Locate the dashboard menu. If you're on the website, this is the list of options on the left side of your screen. If you're in the mobile app, click the 3 horizontal lines in the upper left corner and the dashboard menu will slide out from the left. 
  2. From the dashboard menu, select your username at the very bottom. 
  3. Select Add profile or Switch profile
  4. Select Add profile
  5. Log in with your other profile credentials and follow the prompts to establish 2-factor authentication and a 4-digit PIN, and enable biometric verification (optional). 
Switching profiles
  1. Locate the dashboard menu. If you're on the website, this is the list of options on the left side of your screen. If you're in the mobile app, click the 3 horizontal lines in the upper left corner and the dashboard menu will slide out from the left.
  2. From the dashboard menu, select your username at the very bottom.
  3. Select Switch profile.
  4. Select the profile you would like to access.
  5. Enter your 4-digit PIN or utilize biometric validation to log in.
Removing a profile
  1. Locate the dashboard menu. If you're on the website, this is the list of options on the left side of your screen. If you're in the mobile app, click the 3 horizontal lines in the upper left corner and the dashboard menu will slide out from the left.
  2. From the dashboard menu, select your user name at the very bottom.
  3. Select Switch profile.
  4. Select the minus (-) sign next to the profile you would like to remove. 
  5. Confirm your selection by selecting Remove.

  

Starting and Viewing Support Conversations

Looking for one-on-one support from one of our incredible Customer Experience Specialists? Look no further than these instructions below: 
 
Starting a conversation
  1. Locate the dashboard menu. If you're on the website, this is the list of options on the left side of your screen. If you're in the mobile app, click the 3 horizontal lines in the upper left corner and the dashboard menu will slide out from the left.
  2. From the dashboard menu, click Messages, then the Start a conversation (speech bubble with plus "+" sign) in the upper right corner. Alternatively, you can click Support from the dashboard menu, then Send us a message. 
  3. Type your message at the bottom of your screen and click Send (paper airplane icon)
Viewing a prior conversation
  1. Locate the dashboard menu. If you're on the website, this is the list of options on the left side of your screen. If you're in the mobile app, click the 3 horizontal lines in the upper left corner and the dashboard menu will slide out from the left.
  2. From the dashboard menu, click Messages.
  3. A list of prior conversations will appear for you to review. 
Need to ask us about a specific transaction?
You can attach the transaction in question directly to your support conversation so we have all the details we need to help you with your question. Simply find the transaction in your account transaction listing, click on it, then select Attach to a conversation. From there, you can attach it to an existing conversation or start a new conversation with the transaction attached. 
 
Need to send us an attachment?
Simply click on the plus "+" sign immediately to the left of your message to add a photo, file, transaction, account, rapid transfer, or bill pay transaction to your message.

  

Using the Accessibility Feature

Features for Android™
Feature Explanation
Google TalkBack Support Supplementary audio feedback and alternative content descriptions available for use with TalkBack.
Keyboard navigation  Alternative user interface controls available for keyboard navigation. 
Large text mode
Larger text available for easier viewing. 
Minimum touch area size  Touch targets conform to Android™ accessibility recommendations. 

Features for iOS
Feature Explanation 
Apple® VoiceOver  VoiceOver helps users navigate the app by presenting auditory descriptions of screen content. Banno Mobile has some VoiceOver integration and is working on expanding this integration even more. 

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Reordering Checks

See that reorder slip or noticed you're on the last book of checks? You can reorder checks within the mobile app, check reordering might not be available for every account.
  1. Select the main menu, and then select Accounts.
  2. Select an account.
  3. Select Reorder checks.
  4. Follow the on-screen prompts to make your style selections, view pricing and complete your order.

Accessing your Credit Card

We use an external link to take you to our credit card controls.

Go to the main menu and select Credit card access. This will open a separate window were you can enter your ID and Password for myaccountaccess.com.

Don't have an ID? Enroll by clicking on the main menu in the upper right-hand corner and follow the on-screen prompts. 

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Opening a New Deposit Account

Two easy ways to open a new deposit account:
Situation Steps
Starting from the dashboard menu
  1. From the dashboard menu, select your user name at the very bottom, then select Open an account.
  2. Select the desired account type and complete the onscreen prompts to open a your new IncredibleBank account.
Starting from the Dashboard
  1. Just above your accounts cards on the dashboard select the ellipsis (...), then select Open an account. 
  2. Select the desired account type and complete the onscreen prompts to open a your new IncredibleBank account.

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Applying for a Home Loan

Two easy ways to apply or work with with an existing home loan application:

Situation Steps
Starting from the main menu
Select the main menu.
Select your user name.
Select Open an account.
Select Mortgage Loan Apply Now.
Starting from the Dashboard
Find the Accounts card on the Dashboard, select "..."
Select Open an account.
Select Mortgage Loan Apply Now. 

Using the ATM Locator

Wherever you are in the country, you can find the nearest ATM with the IncredibleBank mobile app:

  1. Click on the menu icon 
  2. Click Support
  3. Click Location
From here, you can choose a map view or list view in order of closest location. Click on a location for the address or open the location in your maps app for turn-by-turn directions.

 

Viewing your Loan Payment Breakdown

To view your IncredibleBank loan payment breakdown between interest & principal:
 
  1. From the dashboard, select your loan account.
  2. Click Transactions.
  3. Find the most recent payment.
  4. Look just above the payment to see the "Interest Payment Split Out" and "Principal Payment Split Out." The sum of the two split-out amounts should equal the total payment amount. 

 

Placing a Stop Payment on a Check

  1. From the dashboard, select your checking account.
  2. Select Stop payments.
  3. On the mobile app: select + Stop Payment.
  4. Select the type of stop payment you need - single check or range of checks.
  5. Input the details of the check(s) and click Submit
  6. Review the Stop Payment Terms & Conditions and select Confirm.
  7. Please note: Standard stop payment fees apply.
 

Switching Your Direct Deposit to IncredibleBank

  1. From the dashboard, find the Direct Deposit Switch card. (You may need to click Organize Dashboard at the very bottom and add this card to your dashboard.)
  2. Click Set up direct deposit.
  3. Select Continue.
  4. Select the account where you would to deposit your paycheck.
  5. Search for your employer or payroll provider.
  6. Sign into your employer or payroll provider's online platform.
  7. Review the information on the screen and click Confirm.
  8. Complete the security verification steps.
  9. Success! Your paycheck is now linked to IncredibleBank.

Moving Money

 

Transferring Between Accounts with Rapid Transfers

Need to move money between your IncredibleBank account and your account at another financial institution FAST? For a small fee, our Rapid Transfers utilizes the debit card network to transfer money quickly, usually within seconds or minutes.
 
  1. Locate the dashboard menu. If you're on the website, this is the list of options on the left side of your screen. If you're in the mobile app, click the 3 horizontal lines in the upper left corner and the dashboard menu will slide out from the left.
  2. From the dashboard menu, select Transfers, then Rapid transfer.
  3. At the top of your screen, select Debit cards, then Add a debit card.
  4. Enter your card information for your account at the other Financial Institution (not your IncredibleBank card information) and click Submit.
  5. Once your card is added, you can toggle back to Activity (at the top of your screen) and select Make a rapid transfer.
  6. Select the "Transfer from" & "Transfer to" accounts and enter the amount. Then select Review.
  7. Review the details of the transaction (including the fee that will be assessed), and click Submit.
Looking for a free option that takes a little longer? Or just need to transfer money internally between two IncredibleBank accounts? Use Standard Transfers instead. 
 
 

Transferring Between Accounts with Standard Transfers

Standard Transfers allow users to create one-time, future-dated, and recurring transfers internally between two IncredibleBank accounts or externally between your IncredibleBank account and your account at another financial institution. 
 
Please note: The below instructions are for consumer customers. Business customers, please click here for instructions. 
  
Adding an external account for transfers
  1. Locate the dashboard menu. If you're on the website, this is the list of options on the left side of your screen. If you're in the mobile app, click the 3 horizontal lines in the upper left corner and the dashboard menu will slide out from the left.
  2. From the dashboard menu, select Transfers, then Standard transfer.
  3. Select +External account from the Transfers screen. (If you're on the mobile app, select the gray area underneath "Make a transfer" that says "Transfer to other institutions by adding an external transfer account" then select +Add external account)
  4. If prompted, complete the 2FA verification.
  5. Complete the Account name, Routing no., Account no., and Account type fields on the Add external account screen and click Submit.  
  6. A message appears saying that two small deposits have been sent to the account and will arrive in three to five days.
  7. Select OK.
  8. Obtain the small deposit amounts from the external account and come back to verify your deposit amounts to activate the external account for transfers.
Verifying your deposit amounts
  1. Locate the dashboard menu. If you're on the website, this is the list of options on the left side of your screen. If you're in the mobile app, click the 3 horizontal lines in the upper left corner and the dashboard menu will slide out from the left.
  2. From the dashboard menu, select Transfers. then Standard transfer.
  3. If you're on the mobile app, click on the Red Circle indicating you have an account to verify.
  4. If you're on the website, click on External Accounts. 
  5. Click on the account you need to verify.
  6. Enter the amounts of the 2 small deposits we sent you.
  7. Click Confirm.
Scheduling a Transfer
  1. Locate the dashboard menu. If you're on the website, this is the list of options on the left side of your screen. If you're in the mobile app, click the 3 horizontal lines in the upper left corner and the dashboard menu will slide out from the left.
  2. From your dashboard menu, select Transfers, then Standard transfer.
  3. Select Make a transfer. 
  4. Select the account you want to transfer funds from, and then the account you want to transfer funds to.
  5. Enter the transfer amount.
  6. Click Submit to schedule a one-time transfer to process as soon as possible, or Select More options to specify transfer frequency, date, payment type (Regular or Principal only when "to" account is a loan), and memo (available for one-time internal transfers only) - then click Submit.
  7. To modify an existing transfer, select the transfer from Scheduled transfers, make the necessary edits, then click Save. 


Depositing a Check

Depositing a check through our Mobile app is incredibly easy! Here's how: 
  1. First, endorse the back of your check with the words, "For mobile deposit only - IncredibleBank," followed by your signature.
  2. From the mobile app dashboard, click on the menu icon (3 horizontal lines) in the upper left corner.
  3. Select Deposit checks.
  4. Select Deposit a Check and enter the amount.
  5. Select Continue
  6. Select the account for your deposit.
  7. The Check Front capture screen and an informational message appears.
  8. Click the info icon to remove the informational message.
  9. Place the check on a flat, well-lit surface.
  10. Center the check front in the capture screen, hold your device steady, and tap the screen to capture an image of the front of the check.
  11. Tap Continue or Retake (if necessary)
  12. Follow the same process to capture an image of the back of the check, then tap Continue.
  13. Review your deposit amount and images for accuracy and tap Submit, then OK.
  14. Important: Approved deposits can take up to one business day to appear in your account. Return to the Deposit checks screen for a real-time status of your deposit. Be sure to securely retain the original check for 90 days after you see credit in your account, then destroy it.  

 

Enrolling in Bill Pay

  1. Locate the dashboard menu. If you're on the website, this is the list of options on the left side of your screen. If you're in the mobile app, click the 3 horizontal lines in the upper left corner and the dashboard menu will slide out from the left.
  2. From the dashboard menu, select Bill Pay.
  3. From within the pop-up box, select Enroll 
  4. Agree to terms (if prompted).
  5. Select the account(s) to enroll.


 

Bill Pay: Adding a Payee

  1. Locate the dashboard menu. If you're on the website, this is the list of options on the left side of your screen. If you're in the mobile app, click the 3 horizontal lines in the upper left corner and the dashboard menu will slide out from the left.
  2. From the dashboard menu, select Bill Pay. 
  3. If you're on the mobile app, click Payees, then Add a payee.
  4. If you're on the website, click + New Payee within the Payments tile.
  5. Select Company or Person, depending on the type of payee you are adding.
  6. If you selected Company, enter the company's information as it appears on your bill/invoice. Please Note: The account number is your account number or unique identifier with that company, not your account number at IncredibleBank. 
  7. If you selected Person, choose your payment method (direct deposit, email, text message, or check) and enter the required information. 
  8. Click Submit.
Please note: If you select email or text message for paying a person, you will need to share your keyword with that person and they will need to respond to the text or email they receive requesting their account information in order for them to be able to receive payments from you. 
 
 

Bill Pay: Making a Payment

  1. Locate the dashboard menu. If you're on the website, this is the list of options on the left side of your screen. If you're in the mobile app, click the 3 horizontal lines in the upper left corner and the dashboard menu will slide out from the left.
  2. From the dashboard menu, select Bill Pay.
  3. If you're on the mobile app, click Make a payment.
  4. If you're on the website, Select Pay a Bill or Pay a person.
  5. Select the Company or Person you wish to pay.
  6. Select an account to pull funds from and input the payment amount.
  7. If you wish to make this a recurring payment, select More Options to establish payment frequency, and start/end dates. Skipping this step will result in a one-time, immediate payment.
  8. When finished, click Submit.
For additional Bill Pay features & functionality, click "Manage Payments" from the Bill Pay tile.
 


Bill Pay: Editing or Ending a Recurring Payment

  1. Locate the dashboard menu. If you're on the website, this is the list of options on the left side of your screen. If you're in the mobile app, click the 3 horizontal lines in the upper left corner and the dashboard menu will slide out from the left.
  2. From the dashboard menu, select Bill pay
  3. Select the recurring bill payment you would like to edit or end/stop.
  4. Select Edit
  5. To edit the recurring payment, adjust the payment details and click Save (if online) or Submit (if on the mobile app). Then, click OK.
  6. To end/stop the recurring payment, click the trash can icon (if online) or Delete (if on the mobile app), then Yes (if online) or Delete (if on the mobile app) to confirm. Then, click OK.


Bill Pay: Editing or Deleting a Payee

  1. Locate the dashboard menu. If you're on the website, this is the list of options on the left side of your screen. If you're in the mobile app, click the 3 horizontal lines in the upper left corner and the dashboard menu will slide out from the left.
  2. From the dashboard menu, select Bill pay
  3. Near the top of your screen, select Payees
  4. Select the payee you would like to edit or delete.
  5. Select Edit (upper right).
  6. If prompted, complete 2FA verification. You may need to select Edit again.
  7. To edit the payee, adjust the payee details and click Save changes
  8. To delete the payee, click the trash can icon (if online) or Delete (if on the mobile app), then Delete to confirm. Then, click OK.

 

Bill Pay: Changing or Adding "Pay From" Accounts 

  1. Log into online banking from a desktop or mobile web browser. (This function is not available on the mobile app).
  2. From the dashboard menu on the left side of your screen, select Bill pay
  3. Select Manage Payments (upper right)
  4. Complete 2FA (if prompted)
  5. At the top of the screen, select My account
  6. From within the Pay from accounts box, select View accounts
  7. Review the accounts and make changes as necessary - Edit & Delete with the gray buttons on the right. Add by clicking the orange button at the top.
 

Sending Money with Zelle®

Click here for information about how to use Zelle®.
 

Unenrolling from Zelle®

Need to unenroll from Zelle®? Here's how!
  1. Locate the dashboard menu. If you're on the website, this is the list of options on the left side of your screen. If you're in the mobile app, click the 3 horizontal lines in the upper left corner and the dashboard menu will slide out from the left.
  2. From the dashboard menu, select Send money with Zelle®
  3. Select Settings icon (in the mobile app), then Manage payment profiles
  4. Select your Zelle® token (email address or phone number)
  5. Click Delete and unenroll from Zelle®
  6. Click Delete and then the back arrow (<) to return to the dashboard.

Settings & Security

Adding or Updating a Profile Photo

  1. Locate the dashboard menu. If you're on the website, this is the list of options on the left side of your screen. If you're in the mobile app, click the 3 horizontal lines in the upper left corner and the dashboard menu will slide out from the left.
  2. Select your username at the bottom of the dashboard menu, and then select Settings.
  3. Select the profile image at the top of the screen.
  4. On the Profile screen, select the pencil next to the profile image.
  5. Choose to use an existing photo or use the device's camera to take a new photo.
    Select OK to continue, if prompted to allow the app to access the camera.
  6. On the move and scale screen, adjust the photo placement within the frame as desired.
  7. Select Done.

Updating your Information
  1. Locate the dashboard menu. If you're on the website, this is the list of options on the left side of your screen. If you're in the mobile app, click the 3 horizontal lines in the upper left corner and the dashboard menu will slide out from the left. 
  2. From the dashboard menu, select your name in the lower left corner.
  3. Select Settings (on the mobile app), or Account settings (online).
  4. Select your name (on the mobile app), or Profile (online).
  5. Select Edit next to the piece of information you'd like to edit
  6. Make the desired changes, and then select Verify or Save. 

Forgot Username or Password 

Recover mobile account access if you have forgotten username or password.

  1. At the sign-in screen, select Forgot? beneath the Username and Password fields.
  2. Complete the information in the form, and then select Next.
  3. Choose situation and follow the corresponding steps.

    Situation Steps
    Not an existing mobile user, but has online banking credentials
    1. Complete the information in the Email and Phone fields.
    2. Select Next.
    Existing mobile user
    1. Enter the two-factor authentication code sent via SMS, and then select Verify.

  4. Choose a situation and follow the corresponding steps.

    Situation Steps
    Select Sign in Return to the sign-in screen and enter credentials.
    Select Reset password
    1. Create a new password.
    2. Select Update.

  5. Read the user agreement, and then select Accept.
  6. Create a passcode.
The tutorial appears. Select Skip to bypass the tutorial.
 

Changing your User Name

  1. Locate the dashboard menu. If you're on the website, this is the list of options on the left side of your screen. If you're in the mobile app, click the 3 horizontal lines in the upper left corner and the dashboard menu will slide out from the left. 
  2. From the dashboard menu, select your name in the lower left corner.
  3. If online, select Account Settings. If in the mobile app, select Settings.
  4. Select Security.
  5. If online, click Edit next to your username. If in the mobile app, select Change username.
  6. Enter your password if prompted.
  7. Change your password and click Save
  8. Success!

Changing your Passcode

  1. Locate the dashboard menu. If you're on the website, this is the list of options on the left side of your screen. If you're in the mobile app, click the 3 horizontal lines in the upper left corner and the dashboard menu will slide out from the left. 
  2. Tap Settings from the menu.
  3. If Android™, skip this step and go to the next one. If iOS, select Security Settings.
  4. Tap Change Passcode, and enter your current passcode.
  5. Enter a new passcode, and then confirm your decision by entering the new passcode again. 


Enabling Fingerprint or Touch ID/Face ID

Enable Fingerprint (Android):
For the mobile app to use fingerprint scanning, your device needs at least one fingerprint registered. The app will prompt you to register a fingerprint if you try to enable the feature without already having one registered.
  1. Locate the dashboard menu. If you're on the website, this is the list of options on the left side of your screen. If you're in the mobile app, click the 3 horizontal lines in the upper left corner and the dashboard menu will slide out from the left.
  2. From the dashboard menu, select your name, then Settings.
  3. Select the toggle next to Fingerprint Login.
  4. Touch the sensor with your finger to verify your fingerprint.
    If you have not already registered a fingerprint on your device, Banno Mobile will prompt you to do so at this time.
Enable Touch/Face ID (iOS):
  1. Locate the dashboard menu. If you're on the website, this is the list of options on the left side of your screen. If you're in the mobile app, click the 3 horizontal lines in the upper left corner and the dashboard menu will slide out from the left.
  2. From the dashboard menu, select your name, then Settings.
  3. Select Security Settings.
  4. Select the toggle next to Touch ID to Login.
  5. Select Enable Touch ID.


Changing your Password

  1. Locate the dashboard menu. If you're on the website, this is the list of options on the left side of your screen. If you're in the mobile app, click the 3 horizontal lines in the upper left corner and the dashboard menu will slide out from the left.
  2. From the dashboard menu, select your name, then Settings.
  3. Select Security Settings.
  4. Select Change password.
  5. Complete the fields, and then select Save.
When the app detects that your password has expired, it will prompt you to set a new one. 
 


Resetting Two-Factor Authentication

  1. Locate the dashboard menu. If you're on the website, this is the list of options on the left side of your screen. If you're in the mobile app, click the 3 horizontal lines in the upper left corner and the dashboard menu will slide out from the left.
  2. From the dashboard menu, select your name, then Settings.
  3. Select Security.
  4. In the Verification options section, select Reset.


Managing Devices

Lost a device or fear someone has stolen your credentials? You can deauthorize the compromised device from a separate, authorized device:

  1. Locate the dashboard menu. If you're on the website, this is the list of options on the left side of your screen. If you're in the mobile app, click the 3 horizontal lines in the upper left corner and the dashboard menu will slide out from the left.
  2. From the dashboard menu, select your name, then Settings.
  3. Select Security settings > Recently used devices.
  4. 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.
    Deauthorize and remove it from the list of devices Select Remove next to the appropriate device.
 


Alerts

Managing User Alerts

  1. Locate the dashboard menu. If you're on the website, this is the list of options on the left side of your screen. If you're in the mobile app, click the 3 horizontal lines in the upper left corner and the dashboard menu will slide out from the left.
  2. From the dashboard menu, select your name, then Settings.
  3. Select User Alerts.
  4. Select the word Active on each setting in mobile or click on each type of alert and toggle to enable SMS and in-app alerts. Email alerts are already on, as they are required.
  5. Click Save.

Managing Transaction Alerts

  1. Select an account from the top of the dashboard.
  2. Select Alert Preferences.
  3. Click Balances, Transactions, and Deposits (online only).
  4. Click the Transaction tab along the top (online only).
  5. Follow the steps below, depending on whether you want to add an alert, edit an existing alert, or delete and existing alert:
    Situation Steps
    Add an alert
    1. Select Add Alert.
    2. Input preferred alert settings.
    3. Click Save.
    Edit an existing alert
    1. Select Edit.
    2. Change alert settings.
    3. Click Save
    Delete an existing alert
    1. Select Edit.
    2. Select remove from the app or the trash can icon from online banking.
    3. Click Save.
 


Managing Balance Alerts

  1. Select an account from the top of the dashboard.
  2. Select Alert Preferences.
  3. Click Balances, transactions, and deposits (online only)
  4. Follow the steps below, depending on whether you want to add an alert, edit an existing alert, or delete and existing alert:
    Situation Steps
    Add an alert
    1. Select Add Alert.
    2. Input preferred alert settings
    3. Click Save
    Edit an existing alert
    1. Select Edit.
    2. Change alert settings.
    3. Click Save.
    Delete an existing alert
    1. Select Edit.
    2. Select Remove from the app or the trash can icon from online banking.
    3. Click Save.
 


Managing Debit Card Alerts

Monitor your debit card with our enhanced card notification settings.

There are two ways to access cards:
  1. The easiest way is directly from your mobile or online banking dashboard by clicking on the card you want to manage under Card management then Alerts and protection.
  2. You can also access cards by clicking on the account, selecting Alert preferences, then Balances, transactions and deposits, and then selecting the Card Management tab at the top and choosing a card then Alerts and protection.

After following one of the instructions above, follow the steps below:
  1. In the Notifications settings section, select Manage.
  2. In the Blocked transaction alerts section, choose whether you'd like to get notified through In-app message, Email, or Text message.
  3. In the Notification alerts section, choose whether you'd like to get notified through In-app message, Email, or Text message.
  4. Select Save.
  5. For Protection options, you can choose to be notified on all transactions. If you choose this option, you can skip the steps below. If you want to receive alerts only on certain types of transactions, follow the next steps. 
  6. Click on Locations and choose whether to block or send a notification on all international transactions and click Save.
  7. Click on Merchant types and choose whether to block or send a notification on the listed merchant types and click Save.
  8. Click on Transaction types and choose whether to block or send a notification on the listed transaction types and click Save.
  9. Click on Spending limits and set Spending limits, Spending alerts, Monthly spending limits, and/or Monthly spending alerts and click Save.

Debit Card Management

Removing your Profile

Signs out and removes the app's data from the mobile device and requires you to re-accept the user agreement and reset the passcode the next time you sign in.

  1. Tap Settings from the menu.
  2. Tap Sign Out.
  3. Confirm your decision to sign out.


Temporarily Suspending a Debit Card

Worried you misplaced or lost your card? IncredibleBank Mobile puts the ability to temporarily suspend a card in your hands!

In addition to using the method below, you can also activate and deactivate cards from the dashboard using the Manage Cards.

  1. Select Accounts > [Account Name] > Manage Cards.
  2. Select the appropriate card.
  3. Select the toggle next to the card name to deactivate the card temporarily.
    1. Once you locate your card, simply toggle next to the card again to activate the card. 

Activating a New Debit Card

We are very excited you received your new IncredibleBank debit card, to activate follow the simple steps below:
 
  1. Select Accounts > [Account Name] > Manage Cards.
  2. Select the appropriate card.
  3. Select Activate New Card > Activate.


Adding your Debit Card to your Mobile Wallet

Apple Device Instructions
  1. From within Card Management area, select the card you would like to add to your mobile wallet
  2. Under Wallets and Connects, click Add to Apple Wallet
  3. If prompted, enter your IncredibleBank Online & Mobile Banking password
  4. At the bottom of the next screen click Add to Apple Wallet
  5. Verify you have selected the correct card and tap Next at the top of the screen
  6. If prompted, complete the additional security validation step
  7. Now your card is added to your wallet. If prompted, select Yes to make this card your default card.
Android Device Instructions:
  1. From within Card Management area, select the card you would like to add to your mobile wallet
  2. Under Wallets and Connects, click Add to Google Wallet
  3. If prompted, enter your IncredibleBank Online & Mobile Banking password
  4. At the bottom of the next screen click Add to Google Wallet
  5. Confirm Bill Address and click Continue
  6. Accept Issuer Terms
  7. If prompted, complete the additional security validation step
  8. Now your card is added to your wallet. If prompted, select Yes to make this card your default card. 

Reporting a Lost Debit Card

If you have lost your debit card you can report the loss through the mobile app. Using this feature the card becomes temporarily unusable and when you report a card as lost, you will no longer be able to manage the card from the mobile app.
 
If you think you may find your debit card, consider only temporarily suspending the card.

  1. Select Accounts > [Account Name] > Manage Cards.
  2. Select the appropriate card.
  3. Select Report Lost/Stolen.
  4. Select Card Lost.
    1. Please contact us if you find your lost card.


Reporting a Stolen Debit Card

If you have had your card stolen, you can report it through the mobile app. A card reported as stolen becomes permanently disabled and you will no longer be able to manage the card from the mobile app.
 
  1. Select Accounts > [Account Name] > Manage Cards.
  2. Select the appropriate card.
  3. Select Report Lost/Stolen.
  4. Select Card Stolen.


Using Debit Card Protection Options

Take control of your debit card with our enhanced card protection options.

  1. From the main menu, select Accounts, or find the Accounts section of the dashboard.
  2. Select an account, and then select Manage cards.
  3. Select a card, and then select Alerts and protection.
  4. Choose a situation and follow the corresponding steps:

    Situation Steps
    Setting up notifications for all transactions
    1. Find the Notify me on all transactions toggle in the Protections section.
    2. Select the toggle to turn it on.
    Setting up location-based protections
    1. Select Locations.
    2. Select whether you would like to block international transactions or if you'd like to receive a notification when there are any international transactions.
    3. Select Save.
    Setting up merchant-based protections
    1. Select Merchant types.
    2. For each category of merchant, choose whether to block transactions or to have a notification sent when a transaction is made.
    3. Select Save.
    Setting up transaction-type protections
    1. Select Transaction types.
    2. For each transaction type, choose whether to block transactions or to have a notification sent when a transaction is made.
    3. Select Save.
    Setting spending limits
    1. Select Spending limits.
    2. Complete the fields as desired to set transaction spending limits and alerts.
    3. Complete the fields as desired to set monthly spending limits and alerts.
    4. Select Save.
 


Creating Debit Card Travel Notices


  1. On the dashboard, find your Card management section. (If you don't see a section called Card management, scroll to the bottom and click Organize dashboard. Then, add Card management to your dashboard.)
  2. From within the Card management section, select the airplane icon to open Travel notices screen.
  3. Select Add travel notice.
  4. Enter the destinations and dates of your trip.
  5. Select one or multiple cards.
  6. Click Save. 
  7. Your travel notice is set.


Managing Debit Card Travel Notices

 
  1. Select the card management menu, and then choose select Travel notices.
  2. Select Edit next to the desired travel notice.
  3. Choose a situation and follow the corresponding steps.
    Situation Steps
    Editing travel notices
    1. Modify the Destinations and Dates, as necessary.
    2. Select Save.
    Deleting travel notices
    1. Select Delete.
    2. When asked, confirm the decision to delete.
 


Business Online & Mobile Banking

Establishing Business Online Banking Credentials

  1. First, reach out to us at 888-842-0221 to complete the required paperwork for business online & mobile banking.
  2. When setup is complete, each user will receive an email with a link to establish new credentials. The subject line will read IMPORTANT: IncredibleBank Business Online Banking Setup.
  3. Click on the link in the email within 7 days to establish your credentials.
  4. Follow the setup prompts to establish your username & password.
  5. Choose your preferred Multi-Factor Authentication (MFA) security option and follow the prompts to setup MFA. Note: If you choose Security Key, you will need to provide your own hard token.
  6. Click Accept on the User agreement screen. 
  7. Then - you're in!

Logging In

  1. Click “Log In” from anywhere on the IncredibleBank website.
  2. Type in your User Name and click Log In.
  3. Enter your password and click Sign In.
  4. If prompted, follow Multi-Factor Authentication (MFA) instructions.
  5. Then – you’re in!

 

Navigating from Dashboard to Cash Manager

  1. From your online banking Dashboard, click Cash Manager.
  2. This will automatically take you to the tools in our legacy platform, many of which are also available from the Dashboard.
  3. Internal transfers are only available from the Dashboard. Click here for internal transfer instructions.

 

Navigating from Cash Manager back to Dashboard

  1. At the top of the Cash Manager screen, click on Dashboard.
  2. This will automatically take you back to the Dashboard, our more modernized online banking platform.

Back to Top

 

Changing an Account Nickname

Please note: Only company admin users can change account nicknames. 
  1. From your online banking Dashboard, click Cash Manager.
  2. Click Options.
  3. Click Account.
  4. Input new account nickname(s) and click Submit.
 

Getting Paid with Autobooks

Do business anywhere and everywhere with AutoBooks, a solution that allows you to send invoices, accept payments, and more... all from within online & mobile banking. 
 
  1. From your dashboard, find the Autobooks card. (Note: You may need to click Organize Dashboard at the very bottom and add this card to your dashboard.)
  2. Select Send an Invoice, Accept a Payment, or Sell Online.
  3. Review and Accept Terms to Continue
  4. Select Get Started
  5. Complete your business profile.
  6. Learn more about Autobooks here!
 

Decisioning Positive Pay Exception Items

  1. Locate the dashboard menu. If you're on the website, this is the list of options on the left side of your screen. If you're in the mobile app, click the 3 horizontal lines in the upper left corner and the dashboard menu will slide out from the left.
  2. From your dashboard menu, select Positive Pay. (Depending on your settings you may need select Payments then Positive Pay.)
  3. Select Work check exceptions or Work ACH exceptions. (In the mobile app, toggle between Check exceptions and ACH exceptions at the top of your screen.)
  4. Select the correct account at the top of your screen.
  5. Review the item details & reason for exception. For checks, click on the check number to view an image.
  6. Make your decision: Check the box to Pay or leave it blank to Return. (In the mobile app, select the item to Pay, leave it unselected to Return.
  7. Click Submit when done.

 

Business Bill Pay

Enrolling in Business Bill Pay

  1. First, be sure to indicate on your Cash Management Services Master Agreement you wish to enroll in Business Bill Pay Basic or Business Bill Pay Plus. Call us at 888-842-0221 if you need help with this step.
  2. Once Business Bill Pay has been enabled, the company admin must complete the following steps first, then the other users can complete these enrollment steps:
    1. Click on Bill Pay from the Dashboard menu.
    2. Click Enroll on the pop up box that appears.
    3. Click Continue on the "Congratulations, you successfully enrolled" pop up box. 
    4. Complete the challenge questions and provide a security key
  3. Once you're on the Business Bill Pay home screen, you can choose from the options at the top of your screen to schedule a payment, add a payee, set up a transfer, initiate payroll (available only for Business Bill Pay Plus customers), manage your account and users, or read FAQs.
  4.  To access Business Bill Pay again later, click on Bill Pay from the Dashboard menu, then Pay a bill, Pay a person, or Manage payments. 

Managing Users in Business Bill Pay

  1. Locate the dashboard menu. If you're on the website, this is the list of options on the left side of your screen. If you're in the mobile app, click the 3 horizontal lines in the upper left corner and the dashboard menu will slide out from the left. 
  2. From the dashboard menu, select Bill Pay. Depending on your settings, you might need to select Payments, then Bill Pay. 
  3. Hover over Options and select Manage Users.
  4. Select Edit next to an existing user to update their name, user ID, email address, or phone number.
  5. Select Permissions next to an existing user to view their current permissions. To edit an existing user's permissions, select the appropriate category of permissions from the black tabs across the top. Then, toggle individual permissions on or off.
  6. Click Save on each screen to save your changes.      
 

Adding a Payee in Business Bill Pay

  1. Locate the dashboard menu. If you're on the website, this is the list of options on the left side of your screen. If you're in the mobile app, click the 3 horizontal lines in the upper left corner and the dashboard menu will slide out from the left. 
  2. From the dashboard menu, select Bill Pay. Depending on your settings, you might need to select Payments, then Bill Pay. 
  3. If you're on the mobile app, select Payees at the top, then Add a payee. 
  4. If you're on the website, click +New Payee within the Payments tile.
  5. Select Company or Person, depending on the type of payee you are adding.
  6. If you selected Company, enter the company's information as it appears on your bill/invoice. Please Note: The account number is your account number or unique identifier with that company, not your account number at IncredibleBank. 
  7. If you selected Person, choose your payment method (direct deposit, email, or check) and enter the required information. Please note: Text is not available for Business Bill Pay customers. If you select email, you will need to share your keyword with that person and they will need to respond to the email they receive requesting their account information in order for them to be able to receive payments from you. 
  8. Click Submit.

Making a Payment in Business Bill Pay

  1. Locate the dashboard menu. If you're on the website, this is the list of options on the left side of your screen. If you're in the mobile app, click the 3 horizontal lines in the upper left corner and the dashboard menu will slide out from the left. 
  2. From the dashboard menu, select Bill Pay. (Depending on your settings, you might need to select Payments, then Bill Pay.) 
  3. If you're on the mobile app, select Activity at the top, then Make a payment.
  4. If you're on the website, Select Pay a Bill or Pay a person.
  5. Select the Company or Person you wish to pay.
  6. Select an account to pull funds from and input the payment amount.
  7. If you wish to make this a recurring payment, select More Options to establish payment frequency, and start/end dates. Skipping this step will result in a one-time, immediate payment.
  8. When finished, click Submit.
For additional Bill Pay features & functionality, click "Manage Payments" from the Bill Pay tile.
 
 

Establishing an External Transfer Account in Business Bill Pay

  1. Locate the dashboard menu. If you're on the website, this is the list of options on the left side of your screen. If you're in the mobile app, click the 3 horizontal lines in the upper left corner and the dashboard menu will slide out from the left.
  2. From the dashboard menu, click on Bill Pay, then Manage Payments
  3. From the menu across the top, hover over Transfers and click View Transfer Accounts
  4. Click Add Transfer Account
  5. Under At another institution, click Go there now
  6. Slide the toggle next to Transfer funds TO and FROM this account
  7. Click Go there now
  8. If prompted, enter the correct challenge response and Submit
  9. Complete the information for the external account
  10. Click the eyeball to view the ACH Credit/Debit Agreement and click Done
  11. Slide the toggle next to I accept
  12. Click Submit
  13. Select a method to receive your security code and click Request activation code. If no method is on file, select Update next to your preferred method. Then, enter your contact information for security code delivery, Return to Contact Info, and Request Activation Code
  14. If prompted, enter the correct challenge response and Submit
  15. Enter activation code you received or click the link to choose another delivery method. Please note: If you select phone call, you will need to say “hello” to prompt the automated caller to deliver your activation code.
  16. Click Submit
  17. When you receive the trial deposits in your external bank account in 1-3 business days, return to Bill Pay > Management Payments > Transfers > View Accounts
  18. Locate the name of the new external transfer account and click Verify
  19. Enter the amounts of the 2 deposits and 2 withdrawals to authenticate your external account
  20. Click Submit
  21. After the account has been authenticated, you can schedule a transfer.

Scheduling an External Transfer in Business Bill Pay

  1. Locate the dashboard menu. If you're on the website, this is the list of options on the left side of your screen. If you're in the mobile app, click the 3 horizontal lines in the upper left corner and the dashboard menu will slide out from the left.
  2. From the dashboard menu, click on Bill Pay, then Manage Payments
  3. From the menu across the top, hover over Transfers and click One-Time Transfer
  4. In the From account field, select the external account to pull money into IncredibleBank. Select an internal account to push money out
  5. In the To Account field, select an internal account to pull money into IncredibleBank. Select an external account to push money out
  6. Enter the amount and date of the transfer
  7. Click Submit
 

Managing Payroll (Available Only with Business Bill Pay Plus)

 

Adding, Editing, and Deactivating Payroll Employees 

  1. Locate the dashboard menu. If you're on the website, this is the list of options on the left side of your screen. If you're in the mobile app, click the 3 horizontal lines in the upper left corner and the dashboard menu will slide out from the left.
  2. From the dashboard menu, click on Bill Pay. Depending on your settings, you may need to click Payments, then Bill Pay. 
  3. Click on Manage Payments.
  4. Select the Payroll tab at the top of your screen. (Available only with Business Bill Pay Plus)
  5. To add a new employee:
    • Click Add from within the "Total employees" area or click Add employee from within the "Edit Employee" screen.
    • Enter the employee's personal and account information and click Submit.
    • Click Return to payroll deposits
  6. To edit an existing employee:
    • Click Edit from within the "Total employees" area.
    • Find their name and click Edit again.
    • Enter the corrected information, click Next and Save.
    • Click Return to payroll
  7. To deactivate an existing employee
    • Click Edit from within the "Total employees" area.
    • Find their name and click Deactivate.
    • Select Yes
    • Click Return to payroll
 

Setting Up a Payroll Schedule

  1. Locate the dashboard menu. If you're on the website, this is the list of options on the left side of your screen. If you're in the mobile app, click the 3 horizontal lines in the upper left corner and the dashboard menu will slide out from the left.
  2. From the dashboard menu, click on Bill Pay. Depending on your settings, you may need to click Payments, then Bill Pay. 
  3. Click on Manage Payments.
  4. Select the Payroll tab at the top of your screen. (Available only with Business Bill Pay Plus)
  5. From within the "Payroll schedule" area, click Edit or Add.
  6. Select the pay from account, payday frequency, and pay days.
  7. Select Pay before or Pay after, as it relates to how you would like weekend and holiday payroll dates handled. 
  8. Select the calendar icon to input the first pay date.
  9. Click Save and Return to payroll deposits.
 
 

Scheduling Payroll

  1. Locate the dashboard menu. If you're on the website, this is the list of options on the left side of your screen. If you're in the mobile app, click the 3 horizontal lines in the upper left corner and the dashboard menu will slide out from the left.
  2. From the dashboard menu, click on Bill Pay. Depending on your settings, you may need to click Payments, then Bill Pay. 
  3. Click on Manage Payments.
  4. Select the Payroll tab at the top of your screen. (Available only with Business Bill Pay Plus)
  5. From within the "Next payroll" area, click Schedule new.
  6. Select the pay from account, payday frequency, and pay days.
  7. Select Pay before or Pay after, as it relates to how you would like weekend and holiday payroll dates handled. 
  8. Select the calendar icon to input the first pay date.
  9. Click Save and Return to payroll deposits

 

Viewing Past Payroll Files

  1. Locate the dashboard menu. If you're on the website, this is the list of options on the left side of your screen. If you're in the mobile app, click the 3 horizontal lines in the upper left corner and the dashboard menu will slide out from the left.
  2. From the dashboard menu, click on Bill Pay. Depending on your settings, you may need to click Payments, then Bill Pay. 
  3. Click on Manage Payments.
  4. Select the Payroll tab at the top of your screen. (Available only with Business Bill Pay Plus)
  5. From within the "Past payroll" area, click View history.
  6. Enter search criteria and click View results.
  7. Select the Payroll tab at the top of your screen to return to your Payroll dashboard.
 

Viewing, Editing, and Stopping Future Payroll Files

  1. Locate the dashboard menu. If you're on the website, this is the list of options on the left side of your screen. If you're in the mobile app, click the 3 horizontal lines in the upper left corner and the dashboard menu will slide out from the left.
  2. From the dashboard menu, click on Bill Pay. Depending on your settings, you may need to click Payments, then Bill Pay. 
  3. Click on Manage Payments.
  4. Select the Payroll tab at the top of your screen. (Available only with Business Bill Pay Plus)
  5. From within the "All scheduled payroll" area, click View.
  6. Click Search filter to narrow down the results.
  7. If you need to make changes or cancel a scheduled payroll, click Edit or Stop, make the necessary changes, and click Submit.
  8. Click Return to payroll deposits
  9. Select the Payroll tab at the top of your screen to return to your Payroll dashboard.
 

Scheduling an Extra Payroll File

  1. Locate the dashboard menu. If you're on the website, this is the list of options on the left side of your screen. If you're in the mobile app, click the 3 horizontal lines in the upper left corner and the dashboard menu will slide out from the left.
  2. From the dashboard menu, click on Bill Pay. Depending on your settings, you may need to click Payments, then Bill Pay. 
  3. Click on Manage Payments.
  4. Select the Payroll tab at the top of your screen. (Available only with Business Bill Pay Plus)
  5. From within the "Extra payroll" area, click Schedule New.
  6. Enter a description, date, and pay from account.
  7. Select the employees to pay and enter an amount for each. 
  8. Click Next and Submit.
  9. Click Return to payroll deposits.