Independent Mobile – frequently asked questions

Mobile banking makes it easy to securely access your financial accounts on the go. Simply select a link below to find answers to common questions about mobile banking. If you have additional questions, please call customer service at 1.800.355.0641, Monday through Saturday, 8:00 am to 6:00 pm and Sunday, 10:00 am to 8:00 pm.

General questions
Is it secure?

Which wireless carriers are supported?
Do I need a text message or data plan?

I'm not enrolled for online banking. Can I still use this service?

What is Activation?

Independent Mobile, Web and App banking questions
What is Independent Mobile?
How do I access Independent Mobile on my phone's browser?

How do I sign up for Independent Mobile?

I activated Independent Mobile on my phone's browser. Why am I being asked to activate again?

Is Independent Mobile supported on my phone?

How do I install the downloadable application?

Independent Mobile Text Banking questions
What is Independent Mobile Text Banking?
What is the Independent Bank short code?

Can I use both text banking and mobile banking on my phone?

Is text banking supported on my phone?

Will I receive unsolicited text messages?

What are the text banking commands?

Am I able to have a signature on my text message and still use the service?

Troubleshooting
I enrolled my phone number but did not receive a text message. What should I do?
I received an activation code but never used it. What do I do now?

What happens if I get a new phone or change phone numbers?

Can I use mobile banking or text banking on more than one phone?

What if my device is lost or stolen?

 

Answers to general questions

Is it secure?
Yes, the mobile banking service utilizes best practices from online banking, such as HTTPS, 128-bit SSL encryption, password access and application time-out when your phone is not in use. In addition, no account data is ever stored on your phone. In the event your phone is lost or stolen, the service can be immediately disabled by logging in to online banking and clicking the Manage Mobile Banking Settings option.

Which wireless carriers are supported?
We support most of the popular U.S. 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. Please check with your wireless carrier for more information.

I'm not enrolled for online banking. Can I still use this service?
No, you must enable your bank account(s) for online banking before using mobile.

What is Activation?
Activation is a one-time process that helps ensure your security. In the enrollment process, you will receive an activation code which will be required to begin using text or mobile banking on your device.

Independent Mobile, Web and App banking answers

What is Independent Mobile?
Independent Mobile gives you access to your accounts from your mobile web browser or a downloadable mobile banking application, depending on your preference and your phone capabilities. Both options allow you to view account balances, pay bills to existing payees, search recent account activity, transfer funds and find ATM or branch locations.

How do I access Independent Mobile on my phone's browser?
After successful activation, your phone will receive a text message with your mobile banking URL. You can visit the site at any time at m.independentbank.com.

How do I sign up for Independent Mobile?
Sign in to online banking on your computer and choose the “Get Started” option from the Mobile Banking Center.

I activated Independent Mobile on my phone's browser. Why am I being asked to activate again?
At the time of activation, a "cookie" is stored on your phone's browser which allows mobile banking to remember that you enrolled. Some phones may require you to enable cookies or periodically erase them, requiring re-activation. If you are experiencing this issue, check your phone settings to ensure that cookies are enabled. If enabled and the issue persists, consider using an alternative mobile web browser with strong cookie support.

Is Independent Mobile supported on my phone?
Independent Mobile is supported on most phones with a mobile web browser that supports cookies. In addition, the downloadable application may be supported on the iPhone and Android.

How do I install the downloadable application?

  • If you enroll in text banking, your phone will receive a text message from 79680. Select to view the message.
  • Select the URL link m.independentbank.com in the text message. This is typically done by selecting a command on your phone's menu, such as "Connect" or "Go To.”
  • You will then be brought to a page with a Download link if this feature is available. Click this link to download the application.
  • You will be notified that the download completed.
  •  When launching the application for the first time, you may be asked to give permission to access the data network. You will need to grant permission in order to proceed.

Independent Mobile Text Banking answers


What is Independent Mobile 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 the Independent Bank short code?
All text messages should be sent to 79680.

Can I use both text banking and mobile banking on my phone?
Yes, simply enroll for both text banking and mobile banking.

Is text banking supported on my phone?
Text banking will work on any text message (SMS) capable phone for supported carriers.

Will I receive unsolicited text messages?
You will only receive messages when you specifically request them with one of the text banking commands.

What are the text banking commands?

  • BAL – Summary of available balances for all accounts
  • H – Summary of recent transactions per account
  • C  – List of available text banking commands
  • HE – Help content for text banking
  • L – URL to Independent Bank Mobile website
  • R  – Receive a new activation code
  • S – Deactivate all Independent Bank text services

Am I able to have a signature on my text message and still use the service?
No, please turn off your auto signature before using text banking.

Troubleshooting


I enrolled 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 wireless signal. In addition, be sure you entered the correct phone number on the enrollment site. If you still do not receive the 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 a specific period of time (usually 24 hours). If you need a new one, return to the mobile banking enrollment site (accessed by clicking the Manage Mobile Banking Settings through online banking) and request a new activation code or if you are enrolled in text banking, text the command “R” to 79680.

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

Can I use mobile banking or text banking on more than one phone?
Yes, please access the Mobile Banking Center through online banking to activate another phone number.

What if my device is lost or stolen?
In the event your phone is lost or stolen, the service can be immediately disabled by logging into online banking and clicking the Manage Mobile Banking Settings option. If you are concerned about misuse of your phone, contact your mobile service provider immediately to stop all wireless service.