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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Enroll 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 business users. 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. Select an account from the Accounts section on the dashboard.
  2. Scroll down to Details view account details. 


Navigation & Features

Switching or Removing Profiles

With IncredibleBank Mobile, you can sign in to multiple user profiles and quickly switch between them by using a PIN instead of entering a username and password.


Adding an additional profile for the first time
  1. Select the main menu.
  2. Click the plus next to the username.
  3. Select Add profile.
  4. Accept the user agreement.
  5. Sign in to the second profile.
  6. If prompted, answer the security question. If not, continue to the next step.
  7. If prompted, complete the profile information in the form, and then select Done.
  8. Enter a PIN for the new profile.
Adding subsequent profiles
  1. Select the main menu.
  2. Select Switch next to the username.
  3. Select Add profile.
  4. Accept the user agreement.
  5. Sign in to the additional profile.
  6. If prompted, complete the security question. If not, continue to the next step.
  7. If prompted, complete the profile information in the form, and then select Done.
  8. Enter a PIN for the new profile.
Switching profiles
  1. Select the main menu.
  2. Next to the current username, select Switch.
  3. Select the profile you want.
  4. Enter the PIN or use the fingerprint authentication if prompted.
Removing a profile
  1. Select the main menu.
  2. Select Switch.
  3. Click minus at the bottom of the list.
  4. Select Remove. 

  

Starting and Viewing Support Conversations

You can chat with a customer service representative through our fully encrypted conversations feature! You can even add specific accounts or transactions into the conversation from your account history/dashboard. 

  1. 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.
  2. Enter a message in the text field to begin a conversation with a customer service representative.
    If needed, you can attach files by selecting the attachment option.
  3. Select Send.

  

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.

Credit Card Access

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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Open New Deposit Account

Two easy ways to open a new deposit account:
Situation Steps
Starting from the main menu
  1. Select the main menu.
  2. Select Open an account.
  3. Select the desired account type and complete the onscreen prompts to open a your new IncredibleBank account.
Starting from the Dashboard
  1. Find the Accounts card on the Dashboard.
  2. Select "..." and then select Open account.
  3. Select the desired account type and complete the onscreen prompts to open a your new IncredibleBank account.

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Apply for 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. 

How to Use 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.

Moving Money

Transferring Between Accounts

With IncredibleBank Mobile, you can create one-time transfers, future-dated transfers, and recurring transfers.
  
Adding an external account for transfers
  1. Select Transfers from the main menu.
  2. Select External account from the Transfers screen.
  3. Complete the Account name, Routing no., Account no., and Account type fields on the Add external account screen.
  4. Select Submit.  A message appears saying that two small deposits have been sent to the account and will arrive in three to five days.
  5. Select OK.
  6. 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. From the dashboard menu, click Transfers.
  2. If you're on the mobile app, click on the Red Circle indicating you have an account to verify.
  3. If you're on the website, click on External Accounts. 
  4. Click on the account you need to verify.
  5. Enter the amounts of the 2 small deposits we sent you.
  6. Click Confirm.
Scheduling a Transfer
  1. From your dashboard menu, select Transfers.
  2. Select Make a transfer. 
  3. Select the account you want to transfer funds from, and then the account you want to transfer funds to.
  4. Enter the transfer amount.
  5. 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.
  6. To modify an existing transfer, select the transfer from Scheduled transfers, make the necessary edits, then click Save. 



Depositing a Check

Video: Mobile Deposit

  1. Tap Deposit from the menu.
  2. Select Deposit a Check and enter the amount.
  3. Tap Continue.
  4. Select the account you would like to deposit funds to. The Check Front capture screen appears.
  5. 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.
  6. Tap Continue.
  7. If necessary, tap Retake to replace your capture with a new one.
  8. Use the same method to capture the check's other side, and then tap Continue. Your deposit information appears.
  9. Tap Submit.


 

Paying a Bill or Paying a Person

Adding a Payee
  1. From the dashboard menu, select Bill Pay.
  2. If you're on the mobile app, click Payees, then Add a payee.
  3. If you're on the website, click + New Payee within the Payments tile.
  4. Select Company or Person, depending on the type of payee you are adding.
  5. 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. 
  6. If you selected Person, choose your payment method: Direct deposit, Email, Text message, or Check. Please note: If you select Email or Text message, you will need to share your keyword with that person in order for them to be able to receive payments from you. 
  7. Click Submit.
Making a Payment
  1. From the dashboard menu, select Bill Pay.
  2. If you're on the mobile app, click Make a payment.
  3. If you're on the website, Select Pay a Bill or Pay a person.
  4. Select the Company or Person you wish to pay.
  5. Select an account to pull funds from and input the payment amount.
  6. 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.
  7. When finished, click Submit.
For more Bill Pay features & functionality, click "Manage Payments" from the Bill Pay tile.
 


Edit or End a Recurring Bill Payment

  1. From the Payments screen, select a payee that currently has a recurring payment configured.
  2. Select Recurring payment.
  3. Choose a situation and follow the corresponding steps.
    Situation Steps
    Delete a recurring payment
    1. Select Delete.
    2. Select Delete again to confirm the decision.
    3. Select OK.
    Edit a recurring payment
    1. Select Edit.
    2. Adjust the payment details as desired.


Edit or Delete a Bill Payee

  1. Go to the Payments screen.
  2. Select a payee from the Payees section.
  3. Select Edit.
  4. Choose a situation and follow the corresponding steps.
    Situation Steps
    Delete a payee
    1. Select Delete.
    2. When asked to confirm, select Delete again.
    3. Select OK.
    Edit payee information
    1. On the Edit payee screen, change the fields as desired.
    2. Select Save. 

 

Send Money with Zelle®

Click here for information about how to use Zelle®.

Settings & Security

Add or Update a Profile Photo

  1. Select the main menu, and then select Settings.
  2. Select the profile image at the top of the screen.
  3. On the Profile screen, select the pencil next to the profile image.
  4. 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.
  5. On the move and scale screen, adjust the photo placement within the frame as desired.
  6. Select Done.

Update Your Information
  1. Select the main menu, and then select Settings.
  2. Select the user profile picture at the top of the screen.
  3. Choose a situation.
    • Select Edit Street Address.
    • Select Edit Email.
    • Select Edit phone number.
  4. Make the desired changes, and then select 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.

Change User Name

  1. Select the main menu, and then select Settings.
  2. Select Security.
  3. In the Login options section, select Change username.
  4. When asked for the password, enter it and select Submit.
  5. Type the new name in the Username field, and then select Save.
    A message appears stating that Your username was changed successfully! 

Change Passcode

  1. Tap Settings from the menu.
  2. If Android™, skip this step and go to the next one. If iOS, select Security Settings.
  3. Tap Change Passcode, and enter your current passcode.
  4. Enter a new passcode, and then confirm your decision by entering the new passcode again. 


Enable 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. Select Settings.
  2. Select the toggle next to Fingerprint Login.
  3. 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. Select Settings.
  2. Select Security Settings.
  3. Select the toggle next to Touch ID to Login.
  4. Select Enable Touch ID.


Change Password

  1. Select Settings from the menu.
  2. Select Security Settings.
  3. Select Change password.
  4. 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. 
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Reset Two-Factor Authentication

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


Manage Devices

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

  1. Select the main menu.
  2. Select 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. From the dashboard menu, select your name, then Settings.
  2. Select User Alerts.
  3. 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.
  4. 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 simplest 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

Remove 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.

Video: Remove devices connected to online/mobile banking

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


Temporarily Suspend 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.

Video: Debit Card - Card Management

  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.


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.

Video: Debit Card - Card Management

  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.
 
Video: Debit Card - Card Management
 
  1. Select Accounts > [Account Name] > Manage Cards.
  2. Select the appropriate card.
  3. Select Report Lost/Stolen.
  4. Select Card Stolen.


Debit Card Protection Options

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

Video: Debit Card - Card Management

  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. Select card management > Travel notices.
  2. Select Add travel notice.
  3. Enter the Destinations where you're traveling and the Dates for your trip.
  4. Select one or multiple cards.
  5. Select Save. 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

Logging In

  1. Click “Log In” from anywhere on the IncredibleBank website.
  2. Type in your User Name and click Log In.
    1. Note: Previously, you were required to choose your account type as either Personal or Business at this step – not anymore! We have eliminated that step for you.
  3. Enter your password and click Sign In.
  4. Choose your Multi-Factor Authentication (MFA) security option. You’ll be able to choose from [what are the final options?].
    1. Note: If you choose a Security key for your MFA option, you will need to purchase your own device.
  5. Follow the prompts provided for your chosen MFA option.
  6. Then – you’re in!


Navigating from the Dashboard to Cash Management Tools

  1. From your online banking Dashboard, click Cash Manager.
  2. This will automatically take you to the tools you’re used to, and you will use those tools the same way you have been.

Soon, all Cash Management tools (ACH, Wires, Check Positive Pay, ACH Positive Pay, and User Management) will be housed in your new online and mobile banking platform. For the time being, you'll follow the steps above to access the other Cash Management tools.

Internal transfers will be accessed in the new platform. Click here for instructions for completing internal transfers.

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Navigating from the Cash Manager back to the New Dashboard

  1. At the top of the screen, click on Dashboard.

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Changing the 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.