Better Banking. Better Lives.

Frequently Asked Questions

Questions

What operating systems will work the HOPE Mobile Banking app?


I’m getting an error when I put in my “User Name”? What’s wrong?


I receive a message about my session ending and it asks me if I want to logout. What does that mean?


There are joint owners on some of my accounts, but I can’t add them as additional users on the app. Why not?


Why can’t I use the “Auto Login” feature?


The “Available Balance” shown in HOPENet Online Banking and HOPE Mobile Banking are different. Why?


What accounts can I access with the app?


I cannot make a deposit. Why not?


To which accounts can I make a deposit with the mobile banking app?


What happens if a check is rejected?


What would cause a deposit to be rejected?


I can’t take a clear picture of a check for submission. Why not?


Which accounts can I make transfers to with the mobile banking app?


Can I establish a recurring transfer in the HOPE Mobile app?


How will I know if a transfer was made using the mobile banking app?


I tapped an icon to see an image of a check I wrote, but I get a message that says, “Check Images Unable to Load”. What does that mean?


Does a mobile banking login count toward meeting qualifications to receive the bonus rate on HOPE Rewards accounts?


Q: What operating systems will work the HOPE Mobile Banking app?

A: Apple: Apple users must have iOS 5.0 to download the app.
Android: Android users must have version 2.3.5 “Gingerbread” or later to download and use the app most effectively. Earlier versions may allow you to download the app, but you will not be able to use all the features.
Return To Top

Q: I’m getting an error when I put in my “User Name”? What’s wrong?

A: Your “User Name” must be between six and twenty characters in length. It must not contain any spaces.
Return To Top

Q: I receive a message about my session ending and it asks me if I want to logout. What does that mean?

A: As a security feature, the mobile banking app will log you out after a period of inactivity. If you receive a notice that you will be logged out due to inactivity, you can either choose to cancel the log out procedure and continue with your session, select the log out option, or do nothing in which case the system will log you out automatically at the end of the 10-minute inactivity period.
Return To Top

Q: There are joint owners on some of my accounts, but I can’t add them as additional users on the app. Why not?

A: Joint account holders must be listed as joint owners at the member level and not just at the share level in order to be added as an additional user in the application. If you are unable to add a user, contact our member service center or a local branch for assistance.
Return To Top

Q: Why can’t I use the “Auto Login” feature?

A: For security reasons, the “Auto Login” feature is not available when two users are registered on the same device. For Android users with operating systems below version 2.3.5 (Gingerbread), the “Auto Login” is not available at all.
Return To Top

Q: The “Available Balance” shown in HOPENet Online Banking and HOPE Mobile Banking are different. Why?

A: The available balance is shown correctly in the mobile banking app. Online banking only shows a balance excluding check and debit card holds and minimum balance.
Return To Top

Q: I cannot make a deposit. Why not?

A: You must be a member for 60 days before the mobile banking deposit function is available. If you have been a member for more than 60 days and are not able to make a deposit, please contact our Member Service Center.
Return To Top

Q: To which accounts can I make a deposit with the mobile banking app?

A: You can make a remote deposit to a primary savings account, secondary savings account, a checking account, and an IDA/Youth or IRA savings or club account. You cannot use remote deposit to make a loan payment. You also cannot make a remote deposit to a share certificate.
Return To Top

Q: What happens if a check is rejected?

A: If the check is rejected by the automated system, it will be shown as a rejected item in the transaction history and a reason will be provided. If the item is rejected manually, the deposit history screen will show the item was rejected, but it does not give reason.
Return To Top

Q: What would cause a deposit to be rejected?

A: A mobile deposit item will be rejected if:
The item is a duplicate
Four corners of the check cannot be detected
Two images of the same side of the check are submitted instead of one image of the front and one image of the back
Either of the check images is out of focus
The view angle of check is too excessive
MICR line data cannot be recognized by the system
The payee information on the check does not match the name of the account holder
The amount of the deposit entered by user does not match the numeric amount on image of the front of the check
The endorsement signature on the back is missing
Return To Top

Q: I can’t take a clear picture of a check for submission. Why not?

A: Older phones with processor speeds below 1.0 GHz may not be able to take a clear picture of a check. Check your processor speed to see if this is the issue.
Return To Top

Q: Which accounts can I make transfers to with the mobile banking app?

A: You can transfer to and from a primary savings account, secondary savings account, a checking account, and an IDA/Youth or IRA savings or club account. You can make a transfer to IDA/Youth or IRA savings or club accounts. You can transfer funds to a make a loan payment. You cannot transfer to or from a share certificate.
Return To Top

Q: Can I establish a recurring transfer in the HOPE Mobile app?

A: While you cannot set up a reoccurring transfer, you can set a transfer to take place at a future date.
Return To Top

Q: How will I know if a transfer was made using the mobile banking app?

A: The transaction history will identify each transfer made with HOPE Mobiles by titling it “Mobile Banking”. There is an option for members to provide an additional description for each transfer made via the mobile app. If the member chooses not to add a comment, the default message will state, “Transfer Generated From Mobile Application”.
Return To Top

Q: I tapped an icon to see an image of a check I wrote, but I get a message that says, “Check Images Unable to Load”. What does that mean?

A: If you receive this message when you attempt to view a check image, it means the image file for that particular check has not been loaded to the system yet. Give the check a day or two for it to be processed and loaded into the system.
Return To Top

Q: Does a mobile banking login count toward meeting qualifications to receive the bonus rate on HOPE Rewards accounts?

A: A mobile banking log-in does count as an online login for HOPE Rewards qualifications.
Return To Top


Features & Benefits

See all the great features of HOPE Mobile Banking.

Watch the video series

Learn how to use HOPE Mobile Banking.

 

Featured Stories

Bill Bynum Receives Ned Gramlich Award for Responsible Finance at 2014 Opportunity Finance Network Conference

Bill Bynum, CEO of HOPE received the 2014 Ned Gramlich Award for Responsible Finance.

HOPE receives Platforms for Prosperity Award

Hope Enterprise Corporation received the CFED 2014 Platforms for Prosperity “Where We Bank” Award, sponsored by Citi®, at the Assets Learning Conference in Washington, DC in September.

Your browser is out-of-date!

Update your browser to view this website correctly.Update my browser now

×