MobileLink FAQs


General Questions

What is MobileLink?

MobileLink allows anyone with a NetLink online banking account to access their account information from a mobile phone. MobileLink offers three ways to access your accounts:

  • Send a text message.
  • Use a mobile browser on your phone.
  • Download an application to your phone.

You can choose any or all of these options, depending on the capabilities of your mobile phone. You can also receive text alerts on your phone.

Text Messaging Service

You can use the text messaging service to:

  • Check your account balances.
  • Review recent account activity.
  • Find ATM and branch locations.

Requirements

To use the text messaging service, your phone must send and receive text messages to and from a short code. Most mobile phones are capable of sending and receiving text messages, so your phone is most likely compatible with MobileLink. Please note that some mobile service carriers charge for outgoing text messages or for each message sent and received.

All major U.S. carriers, and most secondary ones, support the MobileLink service. This includes cellular providers within the state of Alaska.

Mobile Browser Service

You can use the mobile browser service to:

  • Check your account balances.
  • Review recent account activity.
  • Transfer money between accounts.
  • Pay bills.
  • Change and cancel pending payments.
  • Find ATM and branch locations.

Requirements

To use the mobile browser service, your phone must have an Internet browser and may require a data services plan. You access the MobileLink website from a link that we send you during registration.

Downloadable Application

You can download the MobileLink application to your phone. The application offers all the features of the mobile browser service.

Requirements

To download the MobileLink application, your phone must have an operating system that supports application downloads and may require a data services plan. You download the MobileLink application from a link that we send you during registration.

Is MobileLink secure?

To ensure the safety and privacy of your account information, we provide some key security features in MobileLink:

  • Unique Activation Code — We send you a unique activation code to verify your phone number. This code associates your mobile phone with your account. This verification also lets you know your mobile phone number has been successfully registered in our system.
  • Authentication — You are authenticated for every interaction with MobileLink.
  • Encryption — We use 128-bit encryption for all transactions.
  • Fraud Detection — We incorporate mechanisms such as transaction validation and transaction reconciliation processes to detect fraud.
  • Auditability — We provide full audit capabilities through event logs and event-based reporting.
  • No Identifiable Information — We don’t return any personally identifiable information in a text message, such as your full account number, e-mail address, or personal address. We never ask for or include your user ID or password in any message we send.

Is my personal or financial information stored on my phone?

No. We don’t save any files with your personal or financial information on your phone. That information stays strictly within online banking.

For some phones, such as a BlackBerry, we have logo and branding files that we copy to your phone. Those files do not contain any personally identifiable information.

Are there fees to use MobileLink?

We don’t charge fees to access or use MobileLink. You should contact your mobile service carrier for information about fees associated with sending or receiving text messages or accessing the Internet from your mobile phone.

Which accounts can I access in MobileLink?

You can access any account you’ve set up in NetLink online banking. When you register for MobileLink, you can choose which accounts you want to access.

How current is the account and transaction information?

When you view your account balance, you see the current available balance. When you view transaction history, you see the most recently posted transactions. We don’t show any pending transactions.

Can I add more than one mobile phone?

Yes. You can register several mobile phones for MobileLink.
To add a new phone, login to NetLink online banking Options Mobile Banking Profile. On the My Phones page, select Add New Phone.

What if my phone number changes?

If your mobile phone number changes, login to NetLink online banking Options Mobile Banking Profile. On the My Phones page, find the old phone number and select the option Change my phone number.

What if my phone is lost or stolen?

If your mobile phone is lost or stolen, no one can access your account without knowing your password, and, in some cases, your unique user name. To prevent unauthorized access to your account, you can deactivate your phone in MobileLink. Login to NetLink online banking Options Mobile Banking Profile. On the My Phones page, find the phone number and select the option Stop using this phone for MobileLink.

Which phones can I use for MobileLink?

We support hundreds of models for these major brands: iPhone, BlackBerry, HTC, LG, Motorola, Nokia, Pantech, Samsung, Sanyo, and Sony Ericsson. We support phones on a number of different operating systems, including (but not limited to) Android, Blackberry, iOS, Symbian, Windows Mobile, Linux, Palm webOS, and Maemo.

Which mobile service carriers support MobileLink?

MobileLink works on all major mobile service carriers in the U.S.: AT&T, Sprint, T‑Mobile®, U.S. Cellular®, and Verizon Wireless. MobileLink also works on a number of the smaller service carriers, including (but not limited to) Boost Mobile, Cricket Wireless, Metro PCS, Pioneer Cellular, Union Wireless, Virgin Mobile USA, ACS and GCI.

I have a prepaid plan. Can I use MobileLink?

MobileLink works with most prepaid plans, but we cannot guarantee that your carrier supports standard U.S. short codes. T-Mobile prepaid does not support short codes so you won't be able to use the SMS text message service of MobileLink with T-Mobile prepaid.

How do I stop using MobileLink on my phone?

To stop using MobileLink on your phone, login to NetLink online banking Options Mobile Banking Profile. On the My Phones page, find the phone number and select the option Stop using this phone for MobileLink.

 

Registration Questions

How do I get started with MobileLink?

You can register for MobileLink through your NetLink online banking service. Be sure to turn on your mobile phone and make sure it’s ready to receive text messages. When you register for MobileLink, you can choose which:

  • Services you want to use.
  • Accounts you want to access.

During registration, we send you a text message with a unique activation code to verify your phone number. This code associates your mobile phone with your account. To complete registration, enter the activation code that we send you. This verification lets you know your mobile phone number has been successfully registered in our system.

You can also call (907) 452-1751 to assist you with the registration process.

Do I have to agree to the Terms and Conditions to use MobileLink?

Yes, you must read and accept our terms and conditions. If you have any questions about the points of our terms and conditions, call (907) 452-1751.

Can I register multiple users to the same phone?

For security reasons, only one user can register per phone. However, once you complete the registration process, you can add more phones to your account.

I received my activation code but never used it—what do I do now?

Your activation code expires 24 hours after we send it to you. However, you can always request a new activation code. Login to NetLink online banking Options Mobile Banking Profile. On the My Phones page, find the phone number and select the option Get new activation code. We’ll send you a text message with a new activation code.

I haven’t received the activation code on my mobile phone. What should I do?

Check the mobile phone number you entered during registration. If it is correct, here are some other options for resolving the issue:

  • Verify that your mobile phone is on and able to receive text messages. Check with your mobile service carrier if you’re not sure you can receive text messages.
  • Contact your mobile service carrier and make sure your phone can send and receive messages to and from a standard U.S. short code.
  • Request a new activation code. Login to NetLink online banking Options Mobile Banking Profile. On the My Phones page, find the phone number and select the option Get new activation code. We’ll send you a text message with a new activation code.

If you’re still having problems with the activation code, call (907) 452-1751 for assistance.

 

Mobile Browser Service Questions

What do I need to use the mobile browser service?

To use MobileLink’s browser service, you must:

  • Have a NetLink online banking account.
  • Have a mobile phone that supports web browsing.
  • Have a wireless data plan with your mobile service carrier.
  • Register for MobileLink and select the mobile browser service.

MobileLink is optimized for a wide range of phones – providing a rich and interactive interface on touch screen phones, such as the iPhone and Android, while maintaining a simple and clean interface for a wide range of phones from a diverse set of manufacturers such as BlackBerry, Motorola, Nokia, Samsung, and Sanyo.

How do I access the MobileLink website?

During registration we send you a unique website address (URL) that is intended only for you. The website URL will only work on the phones you’ve registered in MobileLink. Be sure to bookmark this address in your phone’s web browser so you can easily return to it.

I can’t find my link to the MobileLink website. What should I do?

If you can’t find the message that we sent during registration with the unique URL for MobileLink, you can request another message. Login to NetLink online banking Options Mobile Banking Profile Manage Devices. On the My Phones page, find the phone number, and select the option Get a link to the MobileLink website.

When I click the link for the MobileLink website nothing happens. What should I do?

Every mobile phone and mobile network is different, so you may not be able to click on a link in a text message. Try these troubleshooting tips:

  • Open the text message and click the Send or Go button on your phone to access the website URL. Then click the address to go directly to the website.
  • Open the text message and write down your unique website URL. Type the URL in your phone’s web browser to go directly to the website.

If you still can’t access the MobileLink website, please contact your mobile service carrier.

 

Downloadable Application Service Questions

What do I need to download the MobileLink application?

To download the MobileLink application, you must:

  • Have a NetLink online banking account.
  • Have a mobile phone that supports downloaded applications.
  • Have a wireless data plan with your mobile service carrier.
  • Register for MobileLink and select the downloadable application service.

MobileLink is optimized for iPhones, BlackBerries, and many other types of phones. However, some carriers don’t support application downloads to certain types of phones. If you have any problems downloading MobileLink, check with your carrier to make sure it is supported on your phone.

How do I download MobileLink to my phone?

For BlackBerries and most other phones, you can download MobileLink directly to your phone. During registration we send you a link to download the application. Click the link to initiate the download. When the download is complete, you’ll go to the Login page. You’ll also see MobileLink on your launch page.

How do I download MobileLink to my iPhone?

During registration, we send you a unique link to the App Store store where you can download Touch Banking. If you find Touch Banking in the App Store without attempting to register, the download won’t work.

Download Touch Banking as you would any other application from the App Store. After you download and install the application, we send you a text message with an activation link. Click the link to launch the application and go to the Login page.

I can’t find my link to download MobileLink. What should I do?

If you can’t find the message that we sent during registration with the download link for MobileLink, you can request another message. Login to NetLink online banking Options Mobile Banking Profile Manage Devices. On the My Phones page, find the phone number, and select the option Download the application.

When I click the link to download MobileLink nothing happens. What should I do?

Every mobile phone and mobile network is different, so you may not be able to download MobileLink to your phone. If you’re having trouble, contact your mobile service carrier to make sure your phone supports application downloads.