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You'll find answers to the most commonly asked questions about GRBmobile. If we can be of further assistance, please call 585.249-1540. Click on a question to see the answer; click again to hide the answer.

 

General Information and Usage

What are the GRBmobile banking options?

• iPhone or Android app (available through the Apple App Store and Google Play)

• iPad app (available through the Apple App Store)

• Mobile Browser at http://www.airteller.com/geneseeregionalbank

• Text based banking

What can I do with GRBmobile?

• Check account balances and view recent transactions

• Transfer funds between linked GRB accounts (app and browser based versions only)

• Pay bills to previously setup payees (app and browser based versions only)

• Temporarily suspend or permanently disable debit cards (app and browser based versions only)

• View GRB locations and Hours (app and browser based versions only)

Who can use GRBmobile?

GRBmobile is available to all GRB Customers. You must be a GRBonline user to use any of the mobile banking options.

Can I use GRBmobile for my business banking accounts too?

Yes, all capabilities noted above are available to business accounts too. Cash Management Customers utilizing dual control can also approve ACH and/or Wire transactions (if applicable) as well.

What is the difference between GRBonline and GRBmobile?

GRBonline is our full version, PC based online banking service. GRBmobile is our mobile device access service. As a layer of security and to safeguard your accounts you cannot reset your password or change your contact information in GRBmobile. Also, funds transfer and bill payment services are limited in GRBmobile. In order to access the full versions and functionality of these capabilities, you must login to GRBonline.

Is there a fee for GRBmobile?

No, GRBmobile is free for all customers. However, text and/or data plan fees from mobile device service provider (ex. Verizon, AT&T, etc.) may apply.

What type of device do I need to access GRBmobile?

Apps are available for iPhone, Android and iPad devices. The mobile browser version is available to any device capable of mobile web browsing. Text banking is available to any device that is capable of sending and receiving SMS text messages.

When can I access GRBmobile?

For consumer customers, you may generally access GRBmobile 24 hours a day, 7 days a week. For Business Cash Management customers, you may generally access GRBmobile from 6 AM EST to 12 AM EST daily. No one may generally access GRBmobile during special or scheduled maintenance periods or interruption or delay due to causes beyond our control. These hours of access are subject to change without notice.

Will I be able to access all my accounts with GRBmobile?

GRBmobile allows you to access all accounts that you currently view within GRBonline. Each account must be selected in the Mobile Settings area of GRBonline to be enrolled in GRBmobile.

Can I access GRBmobile from a tablet device?

Yes. For iPad users, there is a GRBmobile app for iPad. For Android tablet users, the same app used on an Android phone can be used on an Android tablet.

What account balance is displayed in GRBmobile?

The account balance displayed in GRBmobile is your current available balance, which includes pending transactions such as debit card, ACH, and wire transactions. It does not include funds available through overdraft lines of credit.

How far back does the transaction history go in GRBmobile?

Transaction history for the prior two weeks is available in GRBmobile.

Who do I contact for assistance with GRBmobile?

You can contact any of our locations for assistance with GRBmobile: our Linden Oaks headquarters at 585-249-1540, Pittsford at 585-218-4280, or Greece at 585-663-8930.

Enrollment and Setup

How do I enroll in GRBmobile?

• For the app or browser versions of GRBmobile, log into GRBonline, select Options > Mobile Settings > Web Mobile Banking. Complete the fields and click submit.

• For the text based service of GRBmobile, select Options>Mobile Settings>Text Mobile Settings. Complete the fields and click submit.

Why can't I view my new GRB account in GRBmobile alongside my existing accounts?

Each time you establish a new account with GRB, you must login to GRBonline and enroll that account in GRBmobile under the Mobile Settings tab.

Security and Passwords 

Is GRBmobile secure?

GRBmobile utilizes Secure Socket Layer (SSL) technology, which establishes an encrypted link between our web server and your mobile browser. This link ensures that all data passed between the two remains private.

How do I know that I am downloading the real GRBmobile app?

Apps should only be downloaded from reputable sources only. Make sure Genesee Regional Bank is listed as the app publisher or seller in the app store.

Should I have security software installed on my smartphone or tablet before I install GRBmobile?

Because of Android’s “open” platform, running an antivirus app and an anti-malware app on your Android smartphone or tablet is recommended. Multiple antivirus/anti-malware “suite” products exist for Android phones – you can find these apps in the Google Play or Kindle app stores. Furthermore, you should only download/install Android apps from trusted sources, such as the app stores mentioned above.

 

Apple’s operating system (iOS) is not “open”, and as such there are currently no antivirus or anti-malware apps required or available for iPhones/iPads.

Is GRBmobile available outside the United States?

GRBmobile is available outside the United States, but international charges may be associated with your mobile carrier.

What do I do if my phone is lost or stolen? Can someone access my GRBmobile accounts?

Because we require a User ID and password and no information is stored on your mobile device, your information is safe. We recommend that you do not store login information anywhere (such as in the notes capability) on your mobile device. When you replace your device, simply edit your Mobile Settings via GRBonline and make any changes to the Wireless Provider and/or Phone Number if applicable.

If I get locked out of my account, what do I do?

If you are enrolled in self password reset, you can go to GRBonline (on a PC), input your user name, click submit and the option “forgot password” will appear, follow the steps. If you are not enrolled in self password reset, please contact GRB at 585-249-1540 and a Customer Service Representative can provide you with a temporary password. Please note that you must login to GRBonline after a Customer Service Representative has given you a temporary password in order to establish your permanent password.

I got an error that says "Pwd Expired" - what do I do?

You must log into GRBonline to establish a new password. Then log into GRBmobile.

What do I need to do when I get a new phone?

If you get a new phone, but are using the same phone number and provider, no changes on your part are necessary. If you switch providers and/or phone numbers, log in GRBonline via the Internet and update your information on the Mobile Settings page.

Bill Payment and Transfers

Why can't I access the "Pay Bills" feature?

The Pay Bills tab is only enabled for GRBonline Bill Pay Users that have one or more payees already setup. You can request enrollment by contacting us.

Why can't I add a new payee in GRBmobile?

For a layer of security, functionality is limited to sending payments to previously established payees. To add new payees, login to GRBonline, select bill payment and add a new payee. You can then send payments to that payee via GRBmobile.

What is the cut-off time for same day Bill Pay processing?

On any business day, the final cut-off time for same day processing is 1:00 PM EST. Bill payment files are processed at 3 AM and 1 PM EST on each business day.

What is the cut-off time for a same day transfer?

On any business day, the final cut-off time for same day processing is 9:00 PM EST.

How do I know if my bill payment or transfer was successful?

Each time you make a transfer or bill payment, a confirmation will display on your phone. If you do not receive a confirmation, log into GRBonline go to Bill Payment or Transferto view scheduled payments and transfers to ensure the request went through.

Please Note: You will be contacted via email if funds are unavailable and we cannot process your bill payment or transfer request.

Is there a limit to the amount of money I can transfer?

Transfers can be made up to the funds available in your account or your transfer limit (business users).

How do I cancel a bill payment or transfer I made in GRBmobile?

If it is prior to the cutoff times for the business day the transfer or bill payment is effective, you can login into GRBonline to cancel pending transfers or bill payments.

Alerts

How do I set up alerts so I can view them in GRBmobile?

Go to GRBonline> Account Options> Alerts to setup various alerts. Alerts setup to be displayed at login will be available in GRBmobile.

GRBmobile Text Banking

How do I enroll in GRBmobile text banking?

For the text based service of GRBmobile, select Options>Mobile Settings>Text Mobile Settings. Complete the fields and click submit.

What are the text banking commands?

Bal= all account balances

Bal mobile short name= single account balance

Hist = all accounts, recent activity

Hist mobile short name= single account, recent activity

Help= list of commands

Stop= cancel

What is the text number?

89549

What are the mobile short names and how can I change them?

The mobile short names are nicknames assigned to each account. The mobile short name can be changed by going to GRBonline>Account Options>Mobile Settings>Text Mobile Settings. Do not change the names to anything that includes sensitive information such as an account number.

Are the text commands case sensitive?

No, the text commands are not case sensitive.

How is GRBmobile text banking secure?

No personal or identifying information is sent via text. Information is viewed by the mobile short name, not identifying information such as an account number. GRB will not send any unsolicited text messages or ever ask for your login information.

Person to Person Payments

What are Person to Person Payments?

Person to Person Payments allows you to use GRBonline or GRBmobile to send electronic payments to anyone with a valid email address and a valid US bank account.

What are some examples of how I can use Person to Person Payments?

  • Pay back a friend of family member money you owe them
  • Send money to your kids at college
  • Pay your babysitter

Who can use Person to Person Payments?

Consumer customers who have GRB checking or savings accounts and who are enrolled in GRBonline may use the service.

How can I get access to Person to Person Payments?

Complete instructions for accessing and setting up Person to Person Payments is in the User Guide.

Can I access Person to Person Payments through GRBmobile?

Yes, Person to Person Payments is available in our GRBmobile app for iOS and Android. Please note that you must successfully setup one payee in GRBonline before Person to Person payments can be accessed in GRBmobile. To use Person to Person payments in GRBmobile, touch the P2P icon to make a payment.

Are Person to Person Payments secure?

Security is important to GRB. We utilize a variety of technologies to ensure that GRBonline and GBRmobile are as secure as possible. We highly recommend you also utilize anti-virus and anti-malware products on your computers and devices to ensure maximum protection against outside threats.

Is there a cost to use Person to Person Payments?

There is no fee for you or the payee to use GRB's Person to Person Payment service at this time.

What information do I need from the payee to make a payment to them?

You only need your payee's first and last names and a valid email address.

Will any of my personal information be shared with the payee?

In order to process the payment to the payee, we may need to share your name, email address and anything you have typed into the message field.

How will someone know that I am sending them money?

An email will be sent to the payee of the transaction. If you are sending money to a payee for the first time, the payee should open the email and complete the requested information, including bank account routing and account numbers as well as the keyword (provided by you). If the payee does not respond, they will receive a reminder email on the 3rd day and 6th day after you set them up as a payee. If the payee has not responded after 9 days, they are deleted as a payee and the payment is moved to a rejected status. You will have to begin the process again to send them funds.

When will the money arrive in the payee's account?

Please see the chart in the Person to Person Payments User Guide for estimated arrival of funds to the payee account. It may take an additional day beyond the estimate depending on the other bank's cutoff times and transaction posting policies.

Will I be notified when the payee has received the funds?

We will send you an email when we have sent the funds out to your payee.

What happens if a new payee does not respond to the initial email?

The payee will receive an email notification that you are trying to send them money. If the payee does not respond, they will receive a reminder email on the 3rd day and 6th day after you set them up as a payee. If the payee has not responded after 9 days, they are deleted as a payee and the payment is moved to a rejected status. You will have to begin the process again to send them funds.

What are the standard transfer limits?

The limit is $500.00 per day.

What is the cut-off time to process the payment that day?

The cut-off time to process the payment request that day is 3 PM EST on any business day.

Can I change or cancel a payment?

In the Person to Person Payment widget on GRBonline, there is a "My Account" option which will display recent transactions. If the options "stop" or edit" are displayed, you can change or cancel your payment. If they are not displayed, it is too late to cancel or change the payment. Please note that payments cannot be edited or cancelled through GRBmobile; only GRBonline.

Can I request money from someone using this system?

No, you can only send money through GRB's Person to Person Payments.

If I am having trouble with Person to Person Payments, who can I contact?

You can contact us at any of our locations and someone will be able to help you.

Bank to Bank Transfers

What are Bank to Bank Transfers?

Bank to Bank Transfers allows you to use GRBonline or GRBmobile to make transfers between your checking and savings accounts at GRB and accounts at other financial institutions, credit unions or brokerage companies located in the United States.

Who can use Bank to Bank Transfers?

Consumer customers who have GRB checking or savings accounts and who are enrolled in GRBonline may use the service.

How do I get to Bank to Bank Transfers?

Complete instructions for accessing and setting up Bank to Bank transfers are in the User Guide.

Can I access Bank to Bank Transfers through GRBmobile?

Yes, Bank to Bank Transfers is available in our GRBmobile app for iOS and Android. However, you must enroll your account at the other financial institution using GRBonline. Once you have completed the steps to confirm and enroll the external account, you can make transfers using GRBmobile under the Transfer icon.

Is there a charge for doing Bank to Bank Transfers?

There is no fee for using the Bank to Bank Transfer service at this time.

What information do I need to set up my external account for Bank to Bank Transfers?

You will need your financial institution name, routing number, account number and account type (checking or savings).

How many other accounts from other financial institutions can I set up for Bank to Bank Transfers?

You can enroll up to three external accounts in this service.

How long does it take the the verification transaction to reach my other bank account?

The verification transaction will take 1-2 business days to appear in your other bank account. You have 10 days to log back into GRBonline to enter the verification transaction amount to confirm your other bank account and complete the enrollment process. If you do not complete the verification transaction verification, you will need to repeat the enrollment steps from the beginning.

What are the standard transfer limits?

  • $10,000 for inbound transfers, up to 3 transfers per day, combination of all enrolled accounts.
  • $10,000 for outbound transfers, up to 3 transfers per day, combination of all enrolled accounts.

What is the cut-off time to process a payment the same day?

The cut-off time to process a transfer request that day is 3 PM EST on any business day.

Can I change or cancel a payment?

Under pending transfers, if the edit or delete options are displayed, the transaction can be edited or deleted. If they are not displayed, the transfer has been processed and it is too late to change or cancel it.

Can I set up a recurring, automatic payment?

Yes, when you are setting up your payment, you can choose a frequency that you would like the transfer to be made.

Are my bank to bank transfers secure?

Security is important to GRB. We utilize a variety of technologies to ensure that GRBonline and GRBmobile are as secure as possible. We highly recommend you also utilize anti-virus and anti-malware products on your computers and devices to ensure maximum protection against outside threats.

If I am having trouble with Bank to Bank Transfers, who can I contact?

You can contact us at any of our locations and someone will be able to help you.

When will the money I transfer be available in my external account?

Please see the chart in the Bank to Bank Transfers User Guide for estimated arrival of funds to the external account. Depending on the other financial institution's cut-off and processing times, it may take an additional business day day for the transaction to be reflected in the balance of the External Account.

GRBmobile Check Deposit

What is GRBmobile Check Deposit?

Through our GRBmobile app, GRBmobile Check Deposit allows your mobile device to capture images of checks that are transmitted to the bank for deposit into your checking or savings accounts.

Who can use GRBmobile Check Deposit?

Personal banking customers who have GRB checking or savings accounts, who have enrolled in GRBmobile, and who have also been approved to use GRBmobile Check Deposit may use the service.

How do I get GRBmobile Check Deposit?

Log in to GRBonline. On the right side of the screen will be an "ad" that is a link to the enrollment form. Complete the form, hit Submit, and your request will be processed within 2 business days. Alternatively, you can enroll by calling or visiting either the Pittsford or Greece branches. We will set up GRBmobile Check Deposit on your primary checking account. If you would like other accounts to have this functionality, note that on the online form or in person with a Personal Banker at our branches.

What kind of mobile device do I need to be able to use GRBmobile Check Deposit?

GRBmobile Check Deposit is available via GRBmobile app for iOS or Android.

Is there a charge for using GRBmobile Check Deposit?

There is no fee for using GRBmobile Check Deposit at this time.

What are the standard deposit limits?

The limits are 3 checks per day/$2,500 per day for all accounts.

Are deposits made using GRBmobile Check Deposit secure?

Security is important to GRB. We utilize a variety of technologies to ensure that GBRmobile is as secure as possible. We highly recommend you also utilize anti-virus and anti-malware products on your devices to ensure maximum protection against outside threats.

How do I endorse the checks I deposit?

GRBmobile Check Deposit will place an electronic endorsement "For Mobile Deposit Only" at the top of the back of each check deposited. We also recommend that you sign the back of the check.

What should I do with the check once it's been submitted for deposit?

Mark the front of the check as "void" and keep the check in a locked, secure area for 14 days. Once you have confirmed that the check has been deposited to your account and 14 days have passed, destroy the check by cross cut shredding.

What types of checks CAN NOT be deposited using GRBmobile Check Deposit?

  • Checks payable to any person or entity other than you or payable to any third party.
  • Checks payable to a business; the Service is only for deposits made into personal Accounts.
  • Checks which have been previously submitted through the Service or remotely deposited in any other financial institution.
  • Checks drawn on any Account that you own or you are a signer of.
  • Checks containing any alteration of which you know or should have known or believe to be fraudulent or not authorized by the owner of the Account on which the Check is drawn.
  • Any Checks that are not in original form with a signature, such as substitute Checks, remotely created Checks or copies of Checks.
  • Checks that are stale dated, dated more than six (6) months prior to the date of deposit.
  • Checks that are postdated and display a future date.
  • Checks drawn on an Account at a financial institution located outside the United States.
  • Checks not payable in United States currency.
  • Checks drawn or issued by the United States Treasury
  • Checks payable jointly, unless deposited into an Account in the name of all payees.
  • Checks that are otherwise not acceptable under the terms of your Account, this Agreement or any other agreement with the Bank
  • Savings Bonds
  • Travelers Checks
  • Cash

When will the deposit be credited to my account?

The total amount of the deposit made will be available to you on the next business day after the deposit.

What is the cut-off time to make a deposit so that it will be credited to my account the next business day?

The cut-off time to receive availability to funds on the next business day is 7 PM EST.

My deposit was not processed the first time. I am now getting an error that the check is a duplicate when I try to deposit it the second time. What should I do?

There are multiple levels within the system that verify against records to see if a check has been deposited before. Sometimes those images and check information stay in the databases even if a deposit is rejected. When you are having this issue, call any of the our locations. We can have the images cleared from the system so you can try to deposit your check again.

How do I know that my deposit has been processed?

You will receive a confirmation email once your deposit has been accepted for processing. The confirmation you will see on your phone in the app immediately after you make your deposit is a notification that we received your deposit request, it is not a confirmation that the deposit was processed. An email notification will follow as final confirmation of the deposit. It is always best practice to check your account in online banking the next business day to verify that your deposit was credited.

If I have issues with GRBmobile Check Deposit, who should I contact?

You can contact us at any of our locations and someone will be able to help you.