FAQ

Answers to all of your frequently asked questions

The following provides answers to some of the frequently asked questions regarding accounts, mobile banking, and more. Help is just a click away!

Accounts

General

Mobile Banking

General
Mobile Check Deposit
Troubleshooting
Device Requirements

 

Accounts

General

Q: I lost my ATM/debit card. How do I report it?
A: To report a lost or stolen ATM or debit card during regular business hours contact a Personal Banker at the location nearest you.  To report a lost of stolen ATM or debit card outside of normal business hours call 1.800.535.8440.

Q: I am going to be traveling abroad. Will my ATM/debit card work?
A: To ensure proper use of your ATM/debit card while traveling abroad, please call 651.628.6642 during normal business hours at least 48 hours prior to departure.

Q: My account doesn't balance. Who can I contact?
A: Our personal banking staff is here to help if you are having trouble balancing your account.  For assistance balancing your account contact a Personal Banker at the location nearest you.

back

Mobile Banking

General

Q: What is North American Banking Company Mobile Banking?
A: Mobile Banking gives you access to your accounts from our app, available through the App Store and Google Play. The app is compatible with most iPhones and Android phones.

Both options allow you to: view account balances, search recent account activity, transfer funds, deposit checks (consumer accounts only) and find the nearest ATM or branch locations.

Q: How do I download the app?
A: iPhone users: Download the app from the App Store
     Android users: Download the app from Google Play

Q: How do I use the app?
A: Once the app is installed, log in with your online banking username and password and answer the security questions you had previously answered when you created your online banking account. If you do not have an online banking username and password, click here. If you are using your device’s mobile browser, you will be required to enter your online banking username and password to use Mobile Banking.

Q: How much does this service cost?
A: There is currently no charge associated with the service. However, there may be charges associated with text messaging and data usage on your phone. Check with your wireless phone carrier for more information.

Q: Is it secure?
A: Yes, the Mobile Banking service utilizes 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 in the service can access your accounts. In addition, no account data is ever stored on your phone. And in the event your phone is lost or stolen, the service can be immediately disabled by either going online to the Mobile Banking enrollment website or calling us.

Q: I’m not enrolled for online banking. Can I still use this?
A: You must first enable your bank account(s) for online banking before using mobile. Go to www.nabankco.com and login with your online banking username and password once you are enrolled. Use the drop-menu under "Welcome [your name]" and select All Services and Settings. Then click on Mobile Management. Follow the instructions to enroll your device(s).

back

Mobile Check Deposit


Q: What is Mobile Check Deposit?
A: Mobile Check Deposit is a convenient, easy way to deposit checks from your mobile device into one of your accounts. With the North American Banking Company Mobile Banking app on your iPhone or Android phone, you can take a photo of your check, enter the check information and securely submit your deposit for processing (consumer accounts only).

Q: Is there a bank fee to deposit my check with my mobile phone?
A: Mobile Check Deposit is FREE to eligible customers. There may be charges associated with text messaging and data usage on your phone. Check with your wireless phone carrier for more information.

Q: What accounts are required to be eligible for use with Mobile Check Deposit?
A: Personal checking and savings accounts are eligible for Mobile Check Deposit.

Q: Where can I find the Deposit tab within my downloaded app?
A: All users should first download the latest version of the app from the App Store or Google Play.

Android and iPhone users: After successfully completing the login process, simply tap the Deposit icon at the bottom of the screen to begin your Mobile Deposit. Only those customers that are eligible for Mobile Deposit will be able to continue the deposit process after login.

Q: Can I use Mobile Check Deposit with any mobile device?
A: Most Apple and Android devices purchased in the last three years can be used. The device must have an auto-focusing camera. We recommend updating your device with the latest version of your device's operating system.

You must also download and install the latest version of the North American Banking Company Mobile Banking app from iTunes or Google Play.

Q: Are there transaction limits with Mobile Check Deposit?
A: Currently, deposits are limited to the deposit segments and associated limits as defined by North American Banking Company.

Q: Are my checks deposited immediately?
A: Successfully submitting your check image with your mobile device will begin the deposit process. However, the processing time to complete the deposit may vary. Funds deposited before the daily cut-off time as determined by North American Banking Company on a banking business day (every day except Saturdays, Sundays and federal holidays) are normally available for withdrawal on the first business day after the day of the deposit. If you transmit an item after the cut-off time, or on a day we are not open, we may consider that the deposit was made on the next business day we are open. Check your deposit history on the Activity tab within the application to see your deposit status.

Q: How do I view my deposit history?

  1. Sign in to the North American Banking Company Mobile Banking application.
  2. Tap the Deposit icon at the bottom of the screen
  3. Select the Activity tab to view recent deposits
  4. Click on a single deposit to view the available transaction detail

Q: What should I do with the hard copies of my checks?
A: After successfully submitting a deposit with North American Banking Company Mobile Check Deposit, please retain your deposited check for seven days and then securely destroy it.

Q: What types of checks are not eligible for Mobile Check Deposit?

  1. Checks drawn on a foreign bank or payable in foreign currency
  2. Checks made payable to “Cash”
  3. Official/Cashier’s checks
  4. Money orders
  5. Traveler’s checks
  6. HELOC or credit card advance checks
  7. Checks previously returned for stop payment or account closed
  8. Demand drafts or remotely created checks
  9. Stale dated checks – checks dated more than six months prior to the date of deposit
  10. Altered checks

Q: How do I deposit a check?

  1. Sign your check. Be sure to include "For mobile deposit only" in the endorsement area.
  2. Open the North American Banking Company app on your mobile device.
  3. Sign in, then tap the Deposit icon at the bottom of the screen.
  4. Select an account for your deposit.
  5. Enter the amount of the deposit.
  6. Tap "Take Check Photos" button. Take photos of the front and back of the check.
  7. Verify your check information.
  8. Tap submit

back

Troubleshooting

Q: I am receiving an error message that says "trouble loading app" when I login. What should I do?
A: Make sure that you have downloaded and installed the most recent version of your device's operating system. On an iPhone, go to Settings, General, Software Update. Next, make sure that you have downloaded and installed the most current version of the mobile banking app.

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

Q: Can I use Mobile Banking or Text Banking on more than one device?
A: Yes. Visit the Mobile Banking Center and simply add another device.

Q: What if my device is lost or stolen?
A: If you are concerned about misuse of your phone, contact your mobile service provider immediately to stop all wireless service. Additionally, sign on to online banking, go to User Services and click on Mobile Enrollment to disable or remove your phone.

Q: I purchased a new phone or tablet and would like to use it for Mobile Banking. What do I do?
A: Adding another device is easy. Simply download the app from the App Store or Google Play (depending on your device), then login with in your online banking username and password.

You can continue using Mobile Banking on other devices. If you no longer would like to the device connected to your Mobile Banking account, login in to Online Banking, click on User Services, then Mobile Enrollment and click on either Disable this Mobile Device or Remove this Mobile Device.

Q: I recently changed my Online Banking password. How do I make this change on the mobile app?
A: The mobile app does not store your password. Simply use your new password the next time you attempt to log in to the app.

back

 

Device Requirements

Q: What devices and operating systems are supported
A: 

  • Apple: iOS 12.4.8+ on iPhone 6s and above
  • Android: Android 9+ 

back