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Online Help Center

Online and Mobile Banking FAQs

After You Are Signed In to Online Banking: Verify Your Email and Mobile Phone

You need to verify your email address and mobile phone number. Once verified, you will be able to set up account alerts and other services such as mobile banking and Zelle. To verify your email and phone, click Profile in the top menu bar, then select Edit Profile. Scroll down to the Change or Verify Your Document/Security Email Address and Account Alerts Delivery Methods section, where you will see Unverified next to your email address and mobile phone number. Make edits if needed, then click the circular arrows symbol next to each. A security code will be sent to your email and/or phone; type the code into the space on the screen and click Verify.

Finding Your Accounts in the New System

Your accounts list shows when you first log in. To get back to that screen later, click View Accounts in the top menu bar or click the Happy, a division of Centennial Bank logo in the top banner.

Using Bill Pay the First Time in Online Banking

You will first need to accept the Bill Pay User Terms. Read the terms and conditions, then click the slider to Yes, I accept the terms & conditions. Click Submit in the lower right corner of the screen. The screen will show a welcome popup. Click Continue. The next Payments screen is an overview of Bill Pay activity and will show the Payees you had set up in the previous system.

Are there transaction limits with Mobile Deposit?

Currently, default deposit limits are $5,000 per day and $10,000 per month. If you need to exceed these deposit amounts please contact care at (800-447-2265) for more details.

Can I access Bill Pay Online through Mobile Banking?

Yes, with Mobile Bill Pay, you can pay bills, see payments made, or cancel payments. Before using Mobile Bill Pay, you must enroll in Bill Pay services and create new payees through Online Banking. Mobile Bill Pay is available through Mobile Web Browser and the Mobile Banking application. Mobile Bill Pay is not available through Text Banking (SMS).

Can I access my Credit Line from Mobile Banking?

For your convenience most personal Credit Lines are accessible via Mobile Banking. However your view and transfer rights should be set up through Online Banking. For help in setting up your credit line transfer rights please contact our Customer Care Center at (800-447-2265).

Can I transfer funds 24/7 with Mobile Banking?

Transfers can be submitted but they will not take place after banking hours or on holidays. Your scheduled transfer will take place the following business day. Transfers made after 5:00 PM CT or on a non-business day will not post until the following business day.

Can I use Mobile Deposit with any mobile device?

Eligible phones include: • iPhone® (3G or higher) with iOS 9 or higher. Older iPhones® and devices without a camera, such as the first version of iPad® are not supported. The iPod touch® is not supported at this time. • Android™ (4.2 or higher) with a camera that supports auto focus. You must also download and install the latest version of the Happy State Mobile Banking app from iTunes® or the Google Play Market™.

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.

How do I install the downloadable application?

The latest version of our App can be found in app stores for iPhone® and Android™.

How do I know if I’m eligible to use Mobile Deposit?

You must have a deposit eligible account, such as a personal checking account, to use this feature. All Opportunity 100 and any new accounts in the first 30 days are not eligible for Mobile Deposit. Other checking customers are subject to approval. If you are not eligible, you can contact the Customer Care Center at (800-447-2265) to find out how to become eligible to use this feature.

How do I optimize my mobile web experience?

We recommend 3 steps for an optimal experience: 1) Ensure your phone’s browser has cookies enabled. 2) Enable stylesheets on your browser. 3) Bookmark our Mobile Banking site.

How do I sign up for Mobile Banking?

Sign in to Online Banking on your computer and choose the Mobile Banking option. Enroll your mobile phone and follow the instructions.

How do I view my deposit history?

1. Sign in to Happy State Mobile Banking and select the “Deposit” tab. 2. Select the “Get Deposit History” button and navigate to your Check. 3. Click on a single deposit to view the available transaction detail.

How does the Bill Pay memo feature work in Mobile Banking?

If the payee requires an electronic payment, the memo field is not used or retained. For more information please contact our Customer Care Center at (800-447-2265).

How much does this service cost?

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.

I activated Mobile Banking 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 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 phones may require you to enable cookies or periodically erase them, requiring reactivation. If you are experiencing this issue, check your phone 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 mobile phone. If you would like to reactivate, text R or RECOVER to 83396.

I am not enrolled for online banking. Can I still use this?

You must first enable your active bank account(s) for online banking before using mobile

Is Mobile Banking secure?

Yes, the mobile banking service utilizes best practices from online banking, such as HTTPS, 128-bit SSL encryption, 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. 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 our Customer Care Center at (800-447-2265).

Is Mobile Banking supported on my phone?

Mobile Banking is supported on most phones with a mobile web browser that supports cookies. In addition, the mobile application is available on iPhone® and Android™.

Is there a bank fee to deposit my check with my mobile phone?

Mobile Deposit is FREE to eligible customers. Data rates may apply.

Trouble downloading the mobile app on a new or existing device?

Please review instructions located here or contact our Customer Care Center during normal operating hours at (800-447-2265).

What checking accounts are required to be eligible for use with Mobile Deposit?

Most Personal checking accounts, excluding Opportunity 100, are eligible for Mobile Deposit. Other checking customers are subject to approval.

What is Happy State Mobile Banking?

Mobile Web Browser banking gives you access to your accounts from your mobile web browser, text messaging or a downloadable mobile banking application, depending on your preference and your phone capabilities. Our Mobile Banking options allow you to: view account balances, search recent account activity, transfer funds, make deposits, pay bills and find the nearest ATM or branch locations.

What is Mobile Deposit

Mobile Deposit is a convenient, easy way to deposit checks from your mobile phone into one of your accounts. With the Happy State Mobile Banking app on your iPhone® or Android™ device, you can take a photo of your check, enter the check information and securely submit your deposit for processing.

What is the difference between my Current Balance and my Available Balance?

Current Balance is your balance after all items have cleared and been posted. Available Balance can have pending items that have yet to clear your account. The Available Balance does not include any potential Overdraft limit you might have attached to your account.

What should I do with the hard copies of my checks?

After successfully submitting a deposit with Happy State Mobile Deposit, you should retain the original check for 60 days. Please check Online Banking or your monthly statement to ensure successful deposit. Upon successful deposit we recommend you shred your check

When are my funds available to me?

Our general policy is to allow you to withdraw funds deposited in your account on the first business day after the day we receive your deposit. In some cases, we may delay your ability to withdraw funds beyond the first business day. Then, the funds will generally be available by the second business day after the day of deposit. In some cases, delays may apply. See full funds availability policy.

Where can I find the Deposit tab within my downloaded app?

All users should first download the latest version of the app from Google Play™ or iTunes® Store. Android™ users: When you first open the app, you will see the main menu screen. You should select the Deposit Check option to begin your Mobile Deposit. Only those that are eligible for Mobile Deposit will be able to continue the deposit process after login. iPhone® users: Open the app and complete the login process. Only those that are eligible to use Mobile Deposit will see the Deposit tab at the bottom of the home screen. Select the Deposit icon to begin your Mobile Deposit.

Which wireless carriers are supported?

We support all 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.

Who can I contact if I have questions?

If you need help setting up your Mobile Banking or have questions about how to use it, please call us toll-free at 800-447-2265. Our Customer Care Center is available Monday-Friday 7:00am to 7:00pm CT and Saturday 8:00am-2:00pm CT

Are my checks deposited immediately?

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 5 PM CT 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 5 PM CT, 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” to see your deposit status. In some cases, longer delays may apply. Please refer to the Funds Availability Policy for details.

How can I print or download my transaction history from Online Banking?

Within an Account Details page, you can select the Printer icon in the Account Details header bar to print the whole page. If you would like to download your transaction history without printing the whole page, you can select ‘More…’ then ‘Download Account’ from the Account Details page. Once you have selected the file format and the date range of the transactions you’d like download, click ‘Submit’ and a new file will be ready for you to view/download.

How do I change my Online Banking password?

You can change your password within Online Banking by going to ‘Profile’ in the menu bar and selecting ‘Change Password’.

How do I logout of Online Banking?

The ‘Logout’ button can be located in the menu bar at top of any page within Online Banking.

How do I search transactions?

You can sort transactions by selecting the ↑↓ icons next to the column names in the transaction history. If you click the icon once it will sort from lowest to highest. If you click the icon a second time it will reverse the list and sort from highest to lowest. To clear the sort, you can click the icon a third time or select the magnifying glass with an X. You can also sort across multiple columns by clicking the sort icon in one column and then clicking the sort icon in another column.

How do I view more transactions at one time?

You can view more transactions at one time by expanding the date range in the search boxes. To view more than 100 transactions on 1 page, you can adjust the ‘per page’ count by scrolling down to the bottom of the list and entering a number in the ‘per page’ box, up to 999, and press Enter. If your transaction volume exceeds the per page count, you can also view transactions on the next page by selecting the page dropdown list.

What types of checks are not eligible for Mobile Deposit?

1. Joint checks are accepted as long as both parties have endorsed the check. Checks payable to ‘cash’ are accepted. 2. Money orders are not accepted for mobile deposit. 3. Temporary or over-the-counter checks are not accepted for mobile deposit. Checks must be pre-printed with account owner information. 4. Checks must not be drawn on a foreign bank or payable in a foreign currency. 5. Checks must not be altered on the front of the check in any way. 6. Checks must not be dated more than six months prior to the date of deposit. 7. Checks must not have previously been returned due to stop payment or account closure.

Where can I find my statements in Online Banking?

If you are enrolled in E-Statements, or would like to enroll in E-Statements, you can go to ‘Documents/Support’ in the menu bar and select ‘Statements/Notices’ to view or print your statements. You can also access your statements directly from within the Account Details page.

Where can I find the bank’s routing number?

You can locate the bank’s routing number on the website at the bottom of every page. In the mobile app you can locate the bank’s routing number by navigating to the ‘Summary’ tab once you have selected an account view.

Where can I find ‘Unread Messages’ in Online Banking?

If you have an alert in Online Banking that says you have unread messages, you can find those messages by going to ‘Profile’ in the menu bar and selecting ‘Message Center’.

Why are there no dates on my Pending transactions?

The date displayed on transactions represents the date of final settlement. While in Pending status, the transaction has been authorized but has not reached final settlement.

Why does my ledger balance disappear when I sort my transactions?

The ledger balance represents the balance at the time that specific transaction was posted. Transactions are displayed in a chronological order. When transactions are sorted, the chronological order of the ledger balance is no longer applicable.

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