Mobile Banking Frequently Asked Questions

General Mobile Banking Mobile Check Deposit Text Banking Device Enrollment Mobile BillPay Troubleshooting

General

How much does this service cost?
WaterStone Bank does not charge for Mobile Banking services. There may be charges associated with text messaging and data usage on your phone assessed by your wireless carrier. We recommend that you check with your wireless phone carrier for more information.

Is Mobile Banking secure?
WaterStone Bank is committed to your security. Our Mobile Banking Services utilize best practices from online banking, such as HTTPS, 128-bit SSL encryption, PIN, or password access and application time-out when your phone is not in use. Only the phones that you personally enroll for Mobile Banking can access your accounts and no account data is ever stored on your phone. If your phone is lost or stolen, we recommend that you immediately disable the service by going online to the Mobile Banking enrollment website in Consumer Internet Banking or by calling us at 1-888-686-7272.

Which wireless carriers are supported?
We support most of the popular US wireless phone carriers, including AT&T, Sprint, T-Mobile, and Verizon. If your carrier is not listed when you enroll, select 'Other' and try the Mobile Web option, or check back later, as new carriers will be added over time.

Do I need a text message or data plan?
Yes, a text messaging and/or data plan is typically needed, as data usage can become expensive without them. Please check with your wireless carrier for more information.

I'm not enrolled for online banking. Can I still use Mobile Banking?
You must first be enrolled in Consumer Internet Banking before you can use Mobile Banking. Visit www.wsbonline.com to enroll for Consumer Internet Banking if necessary.

What is Activation?
Activation is a one-time process that helps ensure your security. There are two methods for enrollment: Activation Code via Consumer Internet Banking, and Device Enrollment.

  • Activation Code - After you enroll your device via the Mobile Banking enrollment website within Consumer Internet Banking, you will receive an activation code which will be required to begin using Text or Mobile Banking on your device. We recommend you print your activation code and installation instructions for easy reference during installation.
  • Device Enrollment - You can enroll via your mobile device. Please refer to the Device Enrollment Section within these FAQs for additional information.

Mobile Banking

What is WaterStone Bank Mobile Banking?
Mobile banking gives you access to your accounts from your mobile web browser or a downloadable mobile banking application, depending on your preference and your mobile device capabilities. Both options allow you to: view account balances, search recent account activity, transfer funds, pay bills and find nearest ATM or branch locations. Also, on the downloadable mobile banking application, you may have the option to deposit checks.

How do I access Mobile Banking on my phone's browser?
After successful enrollment via Activation Code, your phone will receive a text message with your Mobile Banking URL. You may also visit the site at any time at: http://m.wsbonline.com

How do I sign up for Mobile Banking?
You may enroll in Mobile Banking using one of two methods: Activation Code and Device Enrollment.

  • Activation Code - Sign in to WaterStone Bank's Consumer Internet Banking on your computer, and choose the Mobile Banking option. Enroll your mobile device and follow the activation instructions.
  • Device Enrollment - You may enroll via your phone/mobile device. Please refer to the Device Enrollment Section within these FAQs for additional information.

I activated Mobile Banking on my device's browser. Why am I being asked to activate again?
At the time of activation, a "cookie" is stored on your device which allows the Mobile Banking system to remember that you activated. The cookie is only visible by the Mobile Banking system and does not contain personal information. Some devices may require you to enable cookies or periodically erase them, requiring reactivation. If you are experiencing this issue, check your settings to ensure that cookies are enabled. If cookies are enabled and the issue persists, please contact your mobile network carrier for cookie support information on your device. If you would like to reactivate and text banking is enabled on your device, text R or RECOVER to 79680. If WaterStone Bank supports enrollment on your mobile device, you will not need to provide an activation code. However, you may be asked to enroll again due to issues with cookies.

How do I optimize my mobile web experience?
Ensure your device's browser has cookies enabled. In addition, enable style sheets for the best viewing experience.

How do I navigate Mobile Banking links with my mobile device's browser?
To navigate, access the menu and choose an option.

Is Mobile Banking supported on my device?
Mobile Banking is supported on most devices with a mobile web browser that supports cookies. In addition, the mobile application is available on many smartphones including: iPhone and Android. Both mobile web and mobile applications may be found by entering the mobile web URL (http://m.wsbonline.com) in your device's browser.

How do I download my mobile banking application? For iPhone or iPad:
  • Navigate to the App Store
  • Search for WaterStone Bank
  • Select "Install" to download the application
For Android:
  • Navigate to the Google Play Store
  • Search for WaterStone Bank
  • Select "Install" to download the application
For Kindle Fire:
  • Navigate to the Amazon Appstore and select Kindle Fire Apps
  • Search for WaterStone Bank
  • Select "Install" to download the application

Mobile Check Deposit

What is Mobile Check Deposit?
Mobile Check Deposit lets you deposit a check into an eligible WaterStone Bank Checking, Savings, or Money Market account using your iPhone®, iPad® or Android™ device by taking a picture of the front and back of the check.

What are the eligibility requirements for using Mobile Check Deposit?
To access Mobile Check Deposit you must be enrolled in Consumer Internet Banking and Mobile Banking, and have at least one eligible WaterStone Bank Checking, Savings, or Money Market account. Your eligible account must be open for 30 days with WaterStone Bank and in good standing prior to having access to Mobile Check Deposit.

Is there a fee to use WaterStone Bank Mobile Check Deposit?
No, you will not be charged a fee to make deposits using Mobile Check Deposit.

What type of Internet connectivity do I need? Your mobile device must have an appropriate data plan and/or WiFi connectivity that will allow transmission of data over the Internet.

How much can I deposit through Mobile Check Deposit? Limits are placed on transactions made using Mobile Check Deposit for security reasons. You can deposit up to $5,000.00 per day and up to $20,000.00 over 10 business days using Mobile Check Deposit. Any items presented in excess of the limits will be declined at our discretion.

Is there a limit to how many checks I can deposit?
Yes. In general, you can deposit up to 10 items within a 10 business day period.

Should I endorse the back of my check before making a deposit using Mobile Check Deposit?
Yes. Sign the back of the check before depositing, just as you would when making a deposit at a branch. Please also write “For Mobile Deposit Only” above your signature.

Should I include a deposit slip with the picture of my check for Mobile Check Deposit?
No. You do not need to include a deposit slip for deposits made using Mobile Check Deposit.

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.

What types of checks can I deposit through Mobile Check Deposit?
Most U.S. personal, business, and government checks are generally accepted for deposit. Foreign Checks, U.S. Savings Bonds, Travelers Checks, third party checks (checks not payable to you directly) are not accepted in Mobile Check Deposit. Money orders and many rebate checks may not be accepted. If you have questions, please call 414.761.1000 to speak with a Customer Service Representative.

How will I know the status of a deposit?
You will receive an automated e-mail notification when the photo of the front and back of the check for deposit was successfully submitted to WaterStone Bank. You will receive a second e-mail notification when the check has been approved. If the check was declined, you will receive an e-mail notification that will include a reason for the decline.

When will the funds be available for withdrawal?
Deposits made using Mobile Check Deposit are processed and based on the time the deposit was submitted. If we receive a successful deposit on or before 3:00 p.m. Central Time (CST) on a business day, the deposit will be reviewed for approval that day. If we receive the deposit after 3:00 p.m. CST on a business day, on a non-business day (Saturday – Sunday), or on a Federal holiday, your deposit will be reviewed for approval on the next business day, which will be considered the processing day of your deposit. For approved checks, all funds will be available two business days after the day you receive notice your Mobile Check Deposit was approved.

Will I see my deposited check in my transaction history?
Yes. You will see Mobile Check Deposits in your transaction history within 2 business days.

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, it will be corrected during the review process.

What if I submit the same Mobile Check Deposit twice in error?
If the second deposit is approved in error, the deposit will be reversed from your account.

A check I submitted was returned. Can I resubmit it in Mobile Check Deposit?
No. If a check you deposited using Mobile Check Deposit is returned, it will be considered a duplicate deposit and will be declined. WaterStone Bank will send you notice of a returned check with the check enclosed. You can re-deposit the check at a WaterStone Bank Branch.

How long should I keep the original check after I deposit it?
Please keep all original checks for 30 days after you have deposited them using Mobile Check Deposit, and do not attempt to deposit checks a second time. Do not “VOID” checks after submittal in the event the deposit is not approved and needs to be re-submitted. We recommend that you store checks in a secure area, and shred them before discarding after the 30 day time frame.

What if the check image I photographed is unclear?
You have the option to retake photographs of your check before submitting, and can also cancel deposits before submitting. If an image you submit is unclear and cannot be read, you will receive an on screen notice indicating the image is unclear and cannot be processed. If you are unable to photograph a clear image, please take or mail your deposit to WaterStone Bank for processing.

Why are my check images being rejected?
The most common reason is because the image submitted was not clear enough. For the best results, we recommend that you lay checks on a flat, dark surface with adequate lighting. Hold the camera steady and make sure all four corners of the check are captured.
Mobile Check Deposit will reject the following items; any check not properly endorsed on the back of the check, any check detected as a duplicate, images submitted with two pictures of one side of the check (versus front and back), or if the routing and account number at the bottom of the check (MICR line) is not valid or legible.

What is considered a business day?
A business day is defined as Monday through Friday excluding Federal Holidays.

Who can I call if I have questions about Mobile Check Deposit?
If you have questions about Mobile Check Deposit, please call 414.761.1000 to speak with a member of our Customer Service Center Team.


Text Banking

What is WaterStone Bank Text Banking?
Text banking gives you access to your accounts via text (SMS) messages on your phone. It's a fast, easy way to look up account balances or recent account history by sending a text command to a shortcode.

What is WaterStone Bank shortcode?
All text messages should be sent to 79680. This is the same shortcode that you will receive messages from WSB Text Banking.

Can I use both Text Banking and Mobile Banking on my phone?
Yes. We recommend that you enroll for both Text Banking and Mobile Banking.

Is Text Banking supported on my phone?
Text Banking will work on any phone that can send and receive SMS text messages from one of our supported carriers. Check with your wireless carrier to determine if your phone is text message (SMS) capable.

Will I receive unsolicited text messages?
No. You will only receive messages when you specifically request them with one of the Text Banking commands.

What are the Text Banking commands?
FUNCTION     COMMAND     DESCRIPTION    
Balance B Summary of available balances for all accounts
History H Summary of recent transactions per account
Command C List of available Text Banking commands
Help HE Help content for Text Banking
Login L Receive a URL for the WaterStone Bank Mobile Browser website
Recover R Receive a URL and new activation code for the WaterStone Bank Mobile Browser web site
Stop S De-activate all WaterStone Bank text services

Device Enrollment

What is Device Enrollment?
Device enrollment allows the user to register for Mobile Banking using their mobile device, instead of a personal computer. This added convenience means that users may register their device while on-the-go.

How does device enrollment work?
Device enrollment validates the user's banking relationship by asking the user to provide their credentials and mobile telephone number.

Do I have to be enrolled in Internet (Online) Banking to use Device Enrollment?
Yes, if a mobile-only enrollment is not offered. Your User ID, password and mobile telephone number will be used to enroll you in Mobile Banking. If you are not enrolled in Consumer Internet Banking, please go to WaterStone Bank's website at www.wsbonline.com to enroll in Consumer Internet Banking.

What Mobile Banking modes may I enroll?
Users may enroll for, both, the web/browser-based version of Mobile Banking as well as the downloadable applications, if supported. SMS/Text for Mobile Banking cannot be enrolled via your phone; visit the Mobile Banking Center in Consumer Internet Banking using a personal computer, and click on the "Activate Now" link for SMS, and follow the instructions presented on the screen.

What is my User ID?
Your User ID is the same as the User ID you established for Consumer Internet Banking.

Can I save my User ID on the device?
On applications that allow saving the User ID, you may save your User ID by selecting "On" when prompted. For enhanced security, the User ID will then be presented in the future in a masked format, hiding some of the characters. You may also remove the User ID, at a later time, by simply changing the prompt to "Off".

Do I have to accept the Terms and Conditions?
Yes. You must agree to the Terms and Conditions in order to use Mobile Banking.

What happens if I don't allow the device to 'Remember Me'?
The 'Remember Me' prompt enables your device to recall your Mobile Banking registration so that you are not presented with challenge questions every time you log in. If you select "Off" for the prompt, you will be required to reply to the challenge questions each time you log in to Mobile Banking.

What is my Password?
Your Password is the same as the Password you established for Consumer Internet Banking.

What if I do not remember my User ID or Password?
Please contact WaterStone Bank's Consumer Internet Support 24/7 at 1-866-679-7683.

What do I use for a Mobile Number if I am using a tablet or MP3 device, such as an iPad or iPod?
When you use a non-phone device, such as tablets and MP3 players that are Internet-enabled, you are still required to provide a phone number during registration. We recommend you enter a phone number you can easily remember, such as your home phone or office phone.


Mobile BillPay

What is Mobile BillPay?
Mobile BillPay is an optional service in Consumer Internet Banking and Mobile Banking that allows you to conveniently pay bills online anytime, anywhere. Mobile Banking gives you the option to initiate Bill Payments to payees you have created in Consumer Internet Banking.

Where do I enroll for Mobile BillPay?
You can enroll for BillPay through your Consumer Internet Banking account on your personal computer. Once enrolled, you will be able to access BillPay on your mobile device. You must be enrolled for both, Consumer Internet Banking and BillPay before you can use Mobile Banking and Mobile BillPay.

In what modes may I access Mobile BillPay?
Mobile BillPay is available on the web/browser and downloadable application modes. It is not available through the SMS/Text mode.

How do I pay a bill?
To pay a bill, select the "Bill Pay" option from the main menu, then select "Pay Bill". A simple flow guides you through choosing the payee, the payment account, send or due date and amount. Then you may enter an optional memo.

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.

When will my payment be received?
For more information about payment scheduling and delivery, please visit the Help section on your Consumer Internet Banking website or call WaterStone Bank's Consumer Internet Banking Support 24/7 at 1-888-679-7683.

Can I add a Payee on my mobile device?
No. You must add Payees through the Consumer Internet Banking website.

How do I deactivate a Payee?
You can manage your Payees, including deactivation, by logging onto Consumer Internet Banking and accessing your list of Payees.

How do I cancel a payment on my mobile device?
A payment can be canceled before it has been processed. To cancel a payment, select the "Bill Pay" option from the main menu, then select "Scheduled". The system will respond with a list of payments currently scheduled and unpaid. 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 "Bill Pay" option from the main menu and then select "Recent". Your display will refresh with a list of completed bill payments in a summary format. Select an item to see the payment's details.

How do I handle a dispute with a payee?
If you have an issue with a Bill Payment, we recommend you contact the Payee directly.

Where can I find more information about BillPay?
For more information and Frequently Asked Questions, please visit the Help section in Consumer Internet Banking.


Troubleshooting

I enrolled in Text Banking with my phone number but did not receive a text message. What should I do?
Typically you should receive a text message within a few minutes after enrolling, however sometimes mobile carriers experience delays which slow down text message delivery. While waiting, make sure your phone has a wireless signal. In addition, be sure you entered the correct phone number on the enrollment site. After waiting a few minutes if you still have not received your text message, try sending the activation code. If you still do not receive a text message, contact your wireless carrier to be sure text messaging is enabled on your phone.

I received an activation code but never used it. What do I do now?
Activation codes expire after 24 hours. If you need a new activation code, return to the Mobile Banking enrollment site in Consumer Internet Banking (called the Mobile Banking Center), and request a new activation code.

What happens if I get a new mobile device or change phone numbers?
If you get a new device or change phone numbers, return to the Mobile Banking website in Consumer Internet Banking via your personal computer and update your device profile in the Mobile Banking Center. We recommend removing your old device and re-enrolling your new device.

Can I use Mobile Banking or Text Banking on more than one device?
Yes. Using your personal computer visit the Mobile Banking Center in Consumer Internet Banking and add another phone number.

I activated Mobile Banking on my device's browser. Why am I being asked to activate again?
At the time of activation a "cookie" is stored on your device which allows the Mobile Banking system to remember that you activated. The cookie is only visible by the Mobile Banking system and does not contain personal information. Some devices may require you to enable cookies or periodically erase them, requiring reactivation. If you are experiencing this issue, check your settings to ensure that cookies are enabled. If cookies are enabled and the issue persists, please contact your mobile network carrier or device manufacturer for cookie support information. If you would like to reactivate, text R or RECOVER to 79680. If WaterStone Bank supports enrollment on your mobile device, you will not need to provide an activation code. However, you may be asked to enroll again due to issues with cookies.

What if my device is lost or stolen?
If you are concerned about misuse of your phone, contact your mobile service provider immediately to stop all wireless service. Additionally, we recommend that you sign on to Consumer Internet Banking and disable or remove your phone, or call WaterStone Bank Consumer Internet Banking Support 24/7 at 1-866-679-7683.