Frequently Asked Questions

DEBIT CARDS Q&A

What should I do if my debit card is lost or stolen?

Call 800-500-1044 immediately. This number is available 24/7 and will prompt our card processor to freeze that debit card so that no further transactions can be made. You will need to request a new card from our Customer Care Center a 800-500-1044 or by visiting your local branch.

How do I activate my new debit card?

Call 866-633-5293 or if you are out of the country 1-770-248-5774 to activate your new debit card and create a PIN number. For security reasons, the call must be made from the phone number on record with the bank.

How do I change my PIN number to my debit card?

Call 866-633-5293 or if you are out of the country 1-770-248-5774 or visit any SouthCrest Bank ATM. You will be required to enter the current PIN number in order to change to a new PIN number

What if I have forgotten my PIN number?

Call (855) 9SC-BANK to request that a PIN reminder be sent to you via mail.

How do I dispute a debit card transaction?

Visit a SouthCrest Bank in order to file a dispute on a debit card transaction. Click here to find the one nearest you.

Is there a limit to the amount of transactions allowed using my debit card?

Yes, there is a limit of $1,000.00 per debit card allowed per day (24 hours). This limit is in place to help limit your potential losses should your card be lost or stolen. However, you may request a waiver for a day during which you'll be making special purchases that will exceed this amount, just call (855) 9SC-BANK.

Is my card monitored for unusual purchases?

Yes, we use real time fraud monitoring for your peace of mind. If there is a transaction that is unusual for your purchasing patterns, you may get a SMS (phone text) message or a call from the bank asking if that particular purchase was authorized. So, it is very important to keep your phone number information updated with the bank so we can contact you regarding an unusual transaction.

Know we will NEVER contact you by text or phone and ask for your full card number or your PIN. We will only ask if a particular transaction was authorized, and you simply respond, "Yes" or "No". If you ever receive a call asking for your full card number or PIN, just hang up and call us at (855) 9SC-BANK.

What are the advantages of using my SouthCrest Bank MasterCard® debit card?

A debit card is safer than carrying cash, less expensive than checks, and is so very convenient. It allows you to make quick purchases and the amount is directly debited from your checking account. In addition, our SouthCrest Bank MasterCard® debit cards have enhanced benefits including extended warranties, price protection and satisfaction guarantee. Call 1-800-MC-ASSIST for full benefit details.


E-Statements OF BANK STATEMENTS Q&A

How long does it take to receive my statements through E-Statments vs. by mail?

You will receive your electronic statement the day after your statement cycle; E-Statments is the fastest way to receive your statement. Mailed statements take 5 to 7 days for delivery.

Is E-Statments a secure way to send my information?

Yes, your statements are protected by the same secure technology that protects your online banking information. Also E-Statments reduces mail fraud and identity theft by stopping your paper statements.

The website is not accepting my password or challenge question answer while trying to retrieve my bank statement via E-Statments, it says that my information is incorrect. How can I reset my password or challenge question for e delivery service?

Click on "Forgot My Password?" or "Forgot Your Security Question Answer?" and it will direct you to a page to enter your account number, last four digits of the primary account holder's social security number and the last deposit amount in whole dollar amount. You will then be directed to a page asking what you would like to do, and you should select that you want to update your enrolled accounts. Next it will direct you to a page which you could delete the old password and enter a new password, and change your security question and/or answer. Then you will need to check the box to update your enrollment. You will receive an email stating that your enrollment has been updated for verification reasons.

Can I have a copy of my statement sent to an additional address, another joint account holder, accountant, etc.?

Yes, you may have as many as five email addresses that statements will go to monthly.

Can I print off the checks from the statement?

Yes, click on the "View Checks" tab on the statement. You may search for a particular check number, dollar amount, date range or all checks for a particular statement. Once you have entered your search criteria click "Search" and a list of the checks meeting that criteria will be displayed. To view the desired checks you click in the box next to that check or click on "Check All". You will then hit the "View" button to see each check. You can print the requested checks or save them to a pdf file on your computer. At the top left I suggest you select 2 Columns beside the Check Image Layout Options to display more items per page. At the top right you may change selection to print the front and back of the checks. Then click the bar that pops up saying "Click to Save or Print selected images to a single PDF document." It will only allow 50 front only or 25 front/back prints at a time.

If I have deleted the email of the Statement.PDF for previous months, how can I go back to those statements?

Simply pull up a current statement online and using the buttons at the top of page you can search and go back and view previous statements.

When I go to update my accounts that I want enroll, why do I not see all of my accounts?

You may not be the primary holder of that account, it also could be a business account which the business is listed as primary and would have to be enrolled under the last four of the business tax ID number.


ONLINE BANKING

Online Banking Customer Service: (855) 9SC-BANK

How do I sign up for Online Banking?
What accounts can I access through Online Banking?

All of your accounts: checking, savings, money market, loan, or credit card accounts you have with SouthCrest Bank.

Do I have to pay a fee to use Online Banking?

Online Banking & Online Bill Pay are available free to any SouthCrest Bank customer.

What if I forget my username or password?

Simply call our Customer Care Center at (855) 9SC-BANK.

Can I change my Online Banking password?

Yes, login to Online Banking as usual, and click on the "Administration" tab, and follow the prompts to change your password.

Can I pay my loan using Online Banking?

Yes, you can transfer funds to make a payment on a SouthCrest Bank loan or credit card using Online Banking.

Why am I sometimes prompted for a security code when I sign in to Online Banking?

The purpose of security code is to add another layer of protection for you and your personal information. Periodically, Online Banking will request that you enter a one-time code which it will send to a phone number on record with the Bank. Entering the code will validate that you're the authorized user. The extra security step is frequently triggered when you log in from an unusual place, login in from multiple devices such as a phone, tablet or computer in a short period of time and / or, when you've deleted your browsing cache on your usual device.

Note that extra security questions will be triggered if you make an error keying in your username.

How do I sign up for Online Bill Pay?

If you're already an Online Banking user, just login to 'Online Banking', click on 'Bill Payment', and follow the prompts. If you're not already an Online Banking user, then please enroll in Online Banking first.

Is there a fee for Online Bill Pay?

Online Banking & Online Bill Pay are free to all SouthCrest Bank customers.

Is Online Banking compatible with Quicken and Quick Books?

Yes, you can download your transactions into those programs. Just sign in to 'Online Banking' and click 'Accounts' and then 'Download Account Transactions', and follow the prompts.

Can I receive text or email alerts from Online Banking?

Yes, SouthCrest does allow email and text alerts. To set-up alerts, login to Online Banking and select 'Administration.' Next, click the link to 'Alerts' and choose the alerts you would like to receive on your accounts.


MOBILE BANKING Q&A

What is Mobile Banking?

Mobile banking gives you access to your accounts from your mobile device's (phone, tablet, etc.) 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 much does Mobile Banking cost?

There is currently no charge associated with the service through SouthCrest Bank. However, there may be charges associated with text messaging and data usage on your device. Check with your wireless provider for more information.

How do I access Mobile Banking on my phone's browser?

If you have an Android or Apple device, simply download the app from your device’s app store. Download for Android, Download for Apple devices

If you do not have a smart phone or device, but do have a data plan, access SouthCrest Bank by going to http://www.southcrestmobile.com through your phone’s internet browser.

How do I sign up for Mobile Banking?

Enrollment is easy. If you’re already using SouthCrest’s Online Banking, we’ve pre-enrolled you in mobile banking. Simply download the app and enter your current Online Banking username and password.

If you are not currently enrolled in Online Banking, click HERE to enroll. Once enrolled, download the app and enter your username and password.

Is Mobile Banking secure?

Yes, the mobile banking service utilizes best practices from online banking, such as HTTPS, SSL encryption, password access and application time-out when your mobile device is not in use. In addition, no account data is ever stored on your mobile device. As further security measures, if you attempt to login in from a new or unidentified device, the system may prompt you for additional authentication. Likewise, if you attempt to log in from multiple devices in a short period of time, the system may request additional authentication information.

Which wireless carriers are supported?

We support all wireless carriers that provide an internet connection through your device.

Do I need a text message or data plan?

Yes, a text and data plan is needed if you are using account alerts. If you are not using alerts, a data plan will be needed to access your account through mobile.

I'm not enrolled for Online Banking. Can I still use Mobile Banking?

No, you must first be enrolled in Online Banking. To enroll in our Free Online Banking, click HERE to enroll. Once enrolled, download the Mobile Banking app and enter your username and password.

What is Security Authentication?

SouthCrest takes many measures to help secure your mobile banking experience. From time to time, you may be prompted to enter further security information such as a code provided by a phone call or text. Additionally, you may be requested to answer other security questions. This is normal and is part of our security process.

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. For the mobile browser, please click here. If you have an Android or Apple device, simply download the app from your device’s app store. Download for Android devices, Download for Apple devices.

How do I download my mobile banking application?

For iPhone or iPad:

  • Navigate to the App Store
  • Search for SouthCrest Bank, N.A.
  • Select "Install" to download the application

For Android:

  • Navigate to the Google Play Store
  • Search for SouthCrest Bank, N.A.
  • Select "Install" to download the application

For Kindle Fire:

  • Navigate to the Amazon Appstore and select Kindle Fire Apps
  • Search for SouthCrest Bank, N.A.
  • Select "Install" to download the application
What can I do in the mobile app?
  • Check your account balances
  • Transfer funds between accounts
  • Pay your bills
  • Deposit checks
  • View transaction history
  • Receive account alerts
  • Access E-Statements
  • Transfer funds to external accounts
  • Login using your fingerprint (fingerprint enabled devices only)
  • Find the nearest locations for branches and ATMs
  • Pay your mortgage or loan
  • Explore the app for more great features
Can I see an sample of the new app before downloading it?

MOBILE DEPOSIT Q&A

What is Mobile Deposit?

With SouthCrest Mobile Deposit, you can securely deposit checks using your smartphone or tablet, skip the trip to the branch, and make deposits anytime, anywhere.

How much does Mobile Deposit cost?

There are no monthly fees for the service. Your mobile carrier's data charges may apply.

Will Mobile Deposit work on my phone?

Mobile Deposit works on most iPhone® and Android™ smartphones.

How do I enroll in Mobile Deposit?

Log on to the mobile app, select the “Deposit Checks” option and accept the terms. That’s all you need to do to start making check deposits through your phone.

How do I make a Deposit once I have accepted the Terms and Conditions?

Click on the Check Deposit Option and follow the prompts. You will be required to take a picture of both the front and back of the check.

Do I have to endorse my check before I take the pictures?

Yes, all checks have to be endorsed with the words "FOR MOBILE DEPOSIT ONLY AT SOUTHCREST BANK" and your signature. (no account number required)

How do I know if my deposit has been accepted?

You will receive an e-mail from us either confirming the acceptance of your deposit or telling you that the deposit has been rejected and for what reason.

What do I do with the Original Check?

Keep the check in a secure location until it posts to your statement. Then you may securely destroy the check.

How do I install the app to my iPhone® or Android™?

For iPhone (Download Here)

  • Make sure your phone or device uses the latest supported operating system.
  • Open the App Store icon
  • Open Search and search for "SouthCrest Bank"
  • Select "SouthCrest Mobile"
  • Select "Free" and then "Install"
  • Enter your iTunes® or Apple ID password
  • Accept user agreements or policies if they are presented by Apple
  • Select the SouthCrest Mobile Deposit app icon on your mobile desktop
  • Log in using the User ID and password you created during enrollment

For Android (Download Here)

  • Make sure your phone or device uses the latest supported operating system.
  • From the main menu, select "Play" and then "All apps"
  • Open "Search" and search for "SouthCrest Bank"
  • Select "SouthCrest Mobile"
  • Select "Free" and then "OK"
  • After application is downloaded, select "Open"
  • Accept end user agreement
  • Log in using the User ID and password you created during enrollment

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