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-DELIVERY OF BANK STATEMENTS Q&A

How long does it take to receive my statements through eDelivery vs. by mail?

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

Is eDelivery a secure way to send my information?

Yes, your statements are protected by the same secure technology that protects your online banking information. Also eDelivery 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 eDelivery, 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?

Click here to access the Online Banking enrollment form and follow the prompts. If you need further assistance, call at (855) 9SC-BANK.

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, 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.


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?

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://www.southcrestmobile.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 Online Banking on your computer and choose the Mobile Banking option. Enroll your mobile device and follow the activation instructions.
  • Device Enrollment - If enabled, you may enroll via the device. Please refer to the Device Enrollment Section within these FAQs.
Is Mobile Banking 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 mobile device is not in use. Only the mobile devices that you personally enroll in the service can access your accounts. In addition, no account data is ever stored on your mobile device. In the event your mobile device is lost or stolen, the service can be immediately disabled by either going online to the Mobile Banking enrollment website or calling us.

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, 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 enable your bank account(s) for online banking before using mobile if a mobile-only enrollment is not offered. Please check with customer service for mobile-only availability.

What is Activation?

Activation is a one-time process that helps ensure your security. There are two methods for enrollment: Activation Code and Device Enrollment.

  • Activation Code - After you enroll a device, 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 - If enabled, you may enroll via the device. Please refer to the Device Enrollment Section within these FAQs. Note: Text Banking enrollment requires following the Activation Code method.
Is Mobile Banking supported on my device?

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://www.southcrestmobile.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 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

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?

Mobile Deposit is a new function of the SouthCrest Bank Mobile App and Mobile Banking. Log onto Mobile Banking, or the app, select the Deposit Check prompt and read and accept the Terms and Conditions.

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 a text or 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 uses OS 4.1 or higher
  • 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 uses OS 2.1.1 or higher and has a camera resolution of 2.0 megapixels or higher
  • 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

TEXT BANKING Q&A

What is Text Banking?

Text banking gives you access to your accounts via text (SMS) messages on your phone, and doesn't require you to own a "smartphone". 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 shortcode?

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 from one of our supported carriers.

Will I receive unsolicited text messages?

No. You will only receive messages when you specifically request them with one of the Text Banking commands or if you subscribe to Mobile Alerts.

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 SouthCrest Bank Mobile Browser website
Recover R Receive a URL and new activation code for the SouthCrest Bank Mobile Browser web site
Stop S De-activate all SouthCrest Bank text services
How do I subscribe to Mobile Alerts?

You must first enroll in the SMS/Text Banking in order to subscribe for Mobile Alerts. After registering for this mode, go to your Internet (Online) Banking alert page. From here you will be able to subscribe to the alerts you wish to receive on your mobile device.


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 Internet (Online) Banking, please proceed to the institution's website to register for Internet (Online) Banking first.

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/device for Mobile Banking must be enrolled from the Mobile Banking Center using a personal computer. 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 Internet (Online) Banking or created during the mobile-only enrollment process, if available.

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 Internet (Online) Banking or in mobile-only registration, if available.

What if I do not remember my User ID or Password?

In this case, you should visit the Internet (Online) Banking website and follow the instructions for retrieving and/or resetting your credentials or, contact Customer Service.

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 and a phone number is requested, enter a phone number you can easily remember, such as your home phone or office phone.

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 a specific period of time. If you need a new one, return to the Mobile Banking enrollment site (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 mobile device or change phone numbers, be sure to return to the Mobile Banking website via your computer and update your mobile device profile in the Mobile Banking Center. Remove your old device and enroll your new device.

Can I use Mobile Banking or Text Banking on more than one device?

Yes. Visit the Mobile Banking Center and simply enroll (and then activate) another device.

What if my device is lost or stolen?

Contact your mobile service provider immediately to stop your wireless service. Additionally, sign on to Internet (online) banking and disable or remove your device.

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