Frequently Asked Questions (FAQs)

My Banking Direct is a service of Flagstar Bank N.A., a long-established bank with roots dating back to 1859. We created My Banking Direct to offer higher savings rates by avoiding the overhead of local branches.

Yes! Every individual customer is insured by the FDIC to the full extent permissible by law. A depositor can have more than $250,000 at one insured bank and still be fully insured, provided the accounts meet certain requirements. Individual, joint, and retirement accounts are insured separately.

Please call our Customer Contact Center at (866) 285-1856 to speak with a representative today. You can also access all of our contact information in the navigation bar above. If you are an existing customer, you can always log into Online Banking and use our secure message center for account related questions.

My Banking Direct offers Savings, Checking, and Certificate of Deposit products to suit your banking needs. To view the products offered by My Banking Direct, please click on the products tab and select the type of account that you are interested in.

When you have located a product that you would like to open, please select the “Apply Now” button to begin the Account application process. There are two places where this button is located. One button will always displayed at the top right corner of our homepage. The other button will display beneath the product description.

 

If you already have accounts with My Banking Direct, there is also a link when logged in, either on the right side of the screen, or beneath your account information (depending on the device that you are using) labeled “Open a New Account.”

To open an account with My Banking Direct, you will need:

 

• To be 18 years of age or older 
• Your Social Security Number / Individual Taxpayer Identification Number. 
• Government Issued Identification (e.g. Driver's License, State ID, or U.S. Passport). 
• Your routing and account number, if funding your new account(s) by electronic funds transfer from another financial institution. 
• Joint account holders should be available to validate their personal information.

My Banking Direct offers you three funding options. You may either:

 

• Perform an internal transfer (if you already have an account with My Banking Direct) 
• Mail a check 
• Perform an ACH (electronic transfer) from another financial institution

During the account opening process you will be asked how you would like to fund your account. If “Electronic Transaction” is selected, you will be required to enter the routing number and account number of the funding account.

 

Once that information is entered you will be asked if you would like to instantly verify the account, or verify the account using trial deposits. If you choose to verify the account instantly, your login credentials for the other financial institution will be required. If you choose to verify using trial deposits, you will be asked to enter the trial deposit amounts once received (typically within 2-3 business days).

An email should have been received with a link to your Application Status Center. Once your trial deposits are received, you will enter the trial deposits in your Application Status Center.

 

If you have not received an email or can not locate it please call our Customer Contact Center at (866) 285-1856 for assistance. To access our Application Status Center, click here.

An email should have been received with a link to your Application Status Center. This status center will provide you with any information regarding your account status and any further information we may need from you. Click here to access our Application Status Center.

The length of time it will take for an account to be funded is determined by the method used to fund the account.

 

External Transfer – If you are making an incoming external transfer into an account that was opened in the last 30 days, the availability of the funds could take up to eleven (11) business days. If you make subsequent transfers during that 30-day period, the availability of funds will be affected the same way.

 

If you are using a different external account than used previously, the availability of the funds could take up to seven (7) business days. For the first 30 days after establishing the new external account, if any subsequent transfers are made from that external account, the availability of funds could take up to seven (7) business days.

 

Internal Transfer – If you opted to fund your new account using an internal transfer from another account you maintain with My Banking Direct, funds will be transferred to your new account upon account opening, and will be available for use immediately.

Once your account has been opened, you can enroll in online banking by selecting the “Enroll Now” button in the Application Status Center. You will be asked to enter your Social Security Number, Account Number, Date of Birth, and ZIP Code. Once entered and verified, you may select your User ID, Password, security questions and answers.

The routing number for your account is 226071004.

You can order checks via Flagstar Online Banking under the Account Services tab. Simply select Order Checks and choose the applicable account.

Simply provide our routing/transit number 226071004 along with your account number to the human resources or payroll department at your company.

At My Banking Direct, our goal is to offer all of our customers and visitors excellent customer service and provide them with access to the products, services and tools to meet their banking needs. We strive to create an environment in our call centers and through online banking that is fully accessible and barrier-free to all those who are visually and hearing impaired.

We use several methods to ensure that your information is secure.

 

• TLS—Transport Layer Security is a protocol that ensures privacy between communicating applications and their users on the Internet. When a server and client communicate, TLS ensures that no third party may eavesdrop or tamper with any message.
• Encryption—encryption makes your information unreadable as it passes over the Internet. 
• Automatic Sign Out—Automatically signs you out of a session if you are inactive for a predefined time. It is best if you sign out immediately after you finish your tasks.

Of course, we hate to see you leave, but we still want to provide a seamless experience when you close your account. Send us a secure message, then we’ll make sure all outstanding transactions have gone through so there won’t be any surprises later. We’ll send any remaining funds to the address we have on file.

Here’s how to close your account:

• Sign into My Banking Direct and select Messages at the top of the screen.
• Your message should include your account number and a statement that you want to close your account.
• You can also close your My Banking Direct account by visiting a Flagstar Bank branch. Use our branch locator to find a branch near you. Be sure to bring your driver’s license or other government-issued ID.

Flagstar Online Banking is our online banking service that provides a quick, convenient, and easy way to manage your finances from virtually anywhere at any time.

 

With Flagstar Online Banking you can:

 

• View account Transaction History 
• Transfer funds between your My Banking Direct accounts and/or your accounts at other financial institutions¹
• Make Bill Payments 
• Send Money with Zelle®²
• Receive Alerts about account information 
• Download the Flagstar Mobile Banking App 
• Update Account Information

 

 

¹Fees and limitations may apply

²U.S. checking or savings account required to use Zelle®. Transactions between enrolled users typically occur in minutes and generally do not have fees. Zelle and the Zelle related marks are wholly owned by Early Warning Services, LLC and are used herein under license.

What are the technical requirements to use the Flagstar Online Banking?

 

To access Flagstar Online Banking, we recommend using updated versions of commonly utilized browsers, such as Chrome®, Firefox®, Microsoft Edge® or Safari®. You can use any computer or device that has Internet access.

 

Can I renew my CD online?

 

Yes. To renew your CD online while logged into your profile, a services menu will display on the right side of your screen on the Accounts page. Select Renew your CD and complete the prompted questions. Note: If you are on a mobile device such as a cell phone or a tablet, you may need to scroll down to the bottom of the page.

 

What is the difference between my current and available balance?

 

Your current balance reflects transactions that have posted to your account, but will not reflect holds and pending transactions. Your available balance will include funds on hold and pending debit transactions.

 

How often is my account information updated?

 

Account information is updated in real-time, offering you the most current information available. Subject to certain limitations.

 

How secure is my personal account information?

 

Flagstar uses the latest Internet security available, including Transport Layer Security (TLS 1.2), firewalls, 256 bit encryption, and operating systems that have been designed to provide maximum security.

 

Why do I automatically get signed off sometimes and have to re-sign in?

 

If Flagstar Online Banking has been inactive for 10 minutes, it will automatically sign you off to prevent unauthorized use of your accounts, and to prevent others from viewing your information.

How do I login to Flagstar Online Banking?

 

To log into Flagstar Online Banking, select the Login button at the top of the screen. You will need your User ID and Password that were created during enrollment.

 

 

What happens if I forget my password?

 

If you have forgotten your password, click on the “Forgot Password” link located on the Login sceen. From there, follow the prompts to reset your password.

Can I transfer money internally between accounts?

 

Yes. If you have more than one account, you can easily transfer money to and from different accounts.²

 

What is an External Transfer?

 

The External Transfer service allows you to transfer funds between your accounts at My Banking Direct and your accounts at other financial institutions.¹

 

How long does it take to process a transfer?

 

Internal Transfers will process immediately after they are sent.²

Standard External Transfers will take three business days to process not including the day the transfer is initiated.¹

Next Day External Transfers will take one to two business days to process not including the day that the transfer is initiated.¹

 

What are External Transfer limits and how are they displayed?

 

Your transfer limits are shown in the Transfer Funds section next to the amount you want to transfer by clicking on the "View limits" link. If you try to transfer an amount that is higher than your limit, a message informs you how much money you can transfer.

 

What is a recurring transfer?

 

An automatic transfer of a specified amount from one account to another based on a consistent schedule. For example, you may want to set up a recurring transfer to automatically move $500 from your money market account to a checking account at the end of each month.³

 

You need to make three decisions that determine the frequency and duration of the transfers:

• When do you want the first transfer to start? 
• How often do you want to transfer the money? 
• What is the duration of the recurring transfer? 

 

When you set up a transfer schedule, the transfers are automatically scheduled for the duration you choose or until you cancel the repeating transfer.²

 

 

¹ Fees and limitations may apply.

² Limitations may apply.

³ There may be transactional limitations on money market accounts. Please refer to your account disclosure for more information.

What is Bill Pay?

 

Bill Pay is a fast, easy, convenient and secure way to pay your bills.

 

• Pay all of your bills through the Payment Center of Flagstar Online Banking. Here you will see a summary of your recent and pending payments, as well as the option to set up Bill Reminders. 
• Receive your bills directly to your online account via eBills. You can choose to pay them with automatic, scheduled, or manual payments. 
• Review your Bill History to keep track of the Pay Date and Status of your payments.

 

How does Bill Pay work?

 

To pay your bills online, simply add the companies and/or people you want to pay. Then, proceed to the Payment Center to select the payment amount and date for your payment to be delivered on. You can review the payment information under the Pending Payments section on the right hand side of the page. Once the Payment is processed you can find your payment under the Recent Payments section for up to 45 days. To view additional payment history, click on the Activity sub-tab.

 

Is it difficult to register for Bill Pay?

 

Actually, it couldn’t be easier. Once your Flagstar Online Banking profile is established, click on the Pay Bills tab to enroll. Only checking and money market accounts that offer check writing privileges can be used for bill payments.

 

There may be transactional limitations on money market accounts. Please refer to your account disclosure for more information.

 

Who can I pay with Bill Pay?

 

You can use Bill Pay to pay any company or person with a U.S. address. Bill Pay offers the flexibility and convenience of paying all of your bills from one place. This includes charge accounts, auto loans, professionals, utilities, even a relative. Tax payments and court directed payments cannot be processed through the Bill Pay system.

 

Can I use Bill Pay when I'm out of the country?

 

Yes! Bill Pay is an excellent way to make sure your bills are being paid while you're traveling. All you need is access to a secure internet browser, and you can pay bills from anywhere.

 

What happens if I pay my bills on the weekend or on a holiday?

 

You can set up your payments anytime; however, these payments will not be processed until the first business day after a weekend or holiday.

 

Can I schedule recurring payments?

 

Yes. You can schedule your payments to best suit your lifestyle. Payments can be set up on a weekly, monthly, quarterly, or annual basis.

 

When are payments deducted from my account?

 

Payments are deducted from your account on the Payment Date unless the payment is sent as a draft check. A draft check is drawn on your account directly and is not deducted from your account until the recipient presents the check for payment.

 

Can I cancel a pending bill payment?

 

You can cancel any payment that has not started processing. After you cancel a payment, the status changes to Canceled and the payment will not be processed. Canceled payments appear in the Recent Payments section of the Payment Center. Note: If you cancel a payment that is part of an automatic payment schedule, only the selected payment is canceled. To cancel all payments in an automatic payment schedule, click on the AutoPay link located under the payee name.

 

What are Bill Reminders?

 

Reminders are useful when you want help remembering to make payments on time, but you aren't ready to set up automatic payments. Go to the Payment Center to set up and manage reminders. You can even schedule reminders up to 28 days in advance of your payment due date.

 

What are eBills?

 

An eBill is an electronic version of a bill or statement. You can receive, view, and pay eBills in Bill Pay. When your e-Bill arrives, it appears in the Payment Center, and you can view and pay it online. You control the date and amount of your payment.

 

How do eBills work with Flagstar Online Banking Bill Pay?

 

We can receive eBills from hundreds of companies nationwide. When a company is eligible for eBills, a Get Bills icon appears next to the biller name. Click the icon to go to the Add an e-Bill page. Enter the information that your biller requires to set up e-bill service, and the request will be sent to the biller.

 

How can I edit or cancel a scheduled Bill Pay item?

 

You can edit or cancel any payment that has not started processing. After you cancel a payment, the status changes to Canceled and the payment will not be processed.

To edit or cancel a scheduled payment:

 

1. Select Pay bills 
2. Locate the payment in Pending Payments on the right side 
3. Select the appropriate link to change or cancel 
4. Follow prompts 
5. Confirm

1. What is Zelle^®?

Zelle^® is a fast, safe and easy way to send and receive money with friends, family and others you trust, even if they bank somewhere different than you¹. All you need is your recipient’s email address or U.S. mobile number and money will be sent directly from your account to theirs in minutes¹. No account numbers are shared.

 

2. How do I use Zelle^®?

You can send, request, or receive money with Zelle^®. 

 

To get started, log into NCYB Online.

• Click Send Money with Zelle^® from the tab at the top of the screen.
• On the Welcome to Zelle^® screen, click Get Started.
• Read the Terms and Conditions. To accept the Terms and Conditions, click Accept and Continue. 
• You’ll be presented an option to either (1) select an email or U.S. Mobile number from a list (and click Continue) or (2) enroll a specific email or U.S. Mobile. 
• If you select to enroll a U.S. mobile number, read the Notice Regarding Receiving Test Message. Click continue.
• Enter the verification code sent to you and press verify. 
• On the Choose Primary Account page, click the account you would like to use as Primary and click Continue. 
• Enrollment is complete! From the Congratulations screen, you can Send Money View Activity or add another email or U.S. mobile number. 

 

To get started, tap the NYCB Mobile app to open it on your mobile device home page. 

• When the login screen opens, enter your User ID and password and tap Log In.
• Tap Transfer & Pay and then Send Money with Zelle^®. The Welcome screen will open.
• Tap the links to read the Terms and Conditions and the Notice Regarding Receiving Text Messages.
• Tap the checkbox to select I agree to the Terms and Conditions and Receiving Text Messages.
• Tap Get Started.
• On the Choose Primary Account screen, tap and select the account you want to send payments from. This is also the account where you'll receive payments.
• Next you'll see the Review Information screen with your contact information and the NYCB account, that's linked to Zelle^®. You can't edit your email or U.S. mobile phone number here (you can do that in Online Banking Settings). If you have more than one eligible account to use with Zelle^®, you can tap the drop-down menu next to Primary Account and select a different account. If you have only one account available, you will only see one.
• Tap All Done.
• Zelle^® will open and you can begin using it to send and receive money.

 

To send money using Zelle^®, simply select someone from your mobile device’s contacts (or add a trusted recipient’s email address or U.S. mobile number), add the amount you’d like to send and an optional note, review, then hit “Send.” The recipient will receive an email or text message notification via the method they used to enroll with Zelle®. Money is available to your recipient in minutes if they are already enrolled with Zelle^®. 

 

To request money using Zelle^®, choose “Request,” select the individual from whom you’d like to request money, enter the amount you’d like, include an optional note, review and hit “Request”. If the person you are requesting money from is not yet enrolled with Zelle^®, you must use their email address to request money. If the person has enrolled their U.S. mobile number, then you can send the request using their mobile number. 

 

To receive money, just share your enrolled email address or U.S. mobile number with a friend and ask them to send you money with Zelle^®. If you have already enrolled with Zelle^®, you do not need to take any further action. The money will be sent directly into your New York Community Bank account, typically within minutes.

 

If someone sent you money with Zelle^® and you have not yet enrolled with Zelle^®, follow these steps:

a. Click on the link provided in the payment notification you received via email or text message.

b. Select New York Community Bank.

c. Follow the instructions provided on the page to enroll and receive your payment. Pay attention to the email address or U.S. mobile number where you received the payment notification - you should enroll with Zelle^® using that email address or U.S. mobile number to ensure you receive your money. 

 

3. Is my information secure?

Keeping your money and information safe is a top priority for New York Community Bank. When you use Zelle^® within NYCB Online or NYCB Mobile your information is protected with the same technology we use to keep your NYCB account safe.

 

4. Who can I send money to with Zelle^®?

Zelle^® is a great way to send money to family, friends, and people you are familiar with such as your personal trainer, babysitter or neighbor.¹

 

Since money is sent directly from your New York Community Bank account to another person’s bank account within minutes¹, Zelle^® should only be used to send money to friends, family and others you trust. 

 

If you don’t know the person or aren’t sure you will get what you paid for (for example, items bought from an online bidding or sales site), you should not use Zelle^®. These transactions are potentially high risk (just like sending cash to a person you don’t know is high risk).

 

Neither New York Community Bank nor Zelle^® offers a protection program for any authorized payments made with Zelle^® – for example, if you do not receive the item you paid for or the item is not as described or as you expected. 

 

5. Can I use Zelle^® internationally?

In order to use Zelle^®, the sender and recipient’s bank or credit union accounts must be based in the U.S.

 

6. Can I cancel a payment?

You can only cancel a payment if the person you sent money to hasn’t yet enrolled with Zelle^®. To check whether the payment is still pending because the recipient hasn’t yet enrolled, you can go to your activity page, choose the payment you want to cancel, and then select “Cancel This Payment.” 

 

If the person you sent money to has already enrolled with Zelle^®, the money is sent directly to their bank account and cannot be canceled. This is why it’s important to only send money to people you trust, and always ensure you’ve used the correct email address or U.S. mobile number when sending money.

  

If you sent money to the wrong person, we recommend contacting the recipient and requesting the money back.  

 

7. Are there any fees to send money using Zelle^®?

No, New York Community Bank does not charge any fees to use Zelle^® in the NYCB Online or NYCB Mobile app.Your mobile carrier’s messaging and data rates may apply. 

 

 

¹U.S. checking or savings account required to use Zelle^®. Transactions between enrolled consumers typically occur in minutes and generally do not incur transaction fees.

Zelle® and the Zelle® related marks are wholly owned by Early Warning Services, LLC and are used herein under license.

What is Money Center?

 

Money Center is a budgeting tool where you can categorize your transactions and view your spending trends on your accounts as well as accounts at other financial institutions. Login to Flagstar Online Banking and visit the Money Center tab to manage your categories.

 

Can I set up Budget Categories for my spending?

 

Yes, to set up Budget Categories on your account:

• Click on the Money Center tab 
• Select the Budget sub-tab Select a Category from the drop down box
• Enter the amount you wish to establish for your monthly budget 
• Click “Save”

 

How do I categorize my transactions?

 

To Categorize Transactions:

• Click on the Money Center tab 
• Select the Transactions sub-tab 
• Click on the description in the Category column and then select a category/subcategory from the drop-down box

 

How do I view my Spending Activity?

 

View Monthly Spending Activity:

• Click on the Money Center tab 
• Click on the Analysis sub-tab 
• Choose a month and/or Account from the drop-down menu 

 

You may also select if you wish to view this as a graph or pie chart

Can I set up account Alerts online?

 

Yes. You can set up various Transaction and Balance alerts.

 

How do I set up Alerts online?

 

To set up a new alert on your account:

• Go to Settings within Flagstar Online Banking located at the top of the page. 
• Select Security Center 
• Select Account and Security Alerts 
• Choose the Alert Type 
• Select the parameters of you alert (e.g. when my balance falls below $100) 
• Choose how to receive the alert: email or text message. Push alerts can be setup through the Flagstar Mobile Banking App. 
• Click "Review", then "Save Alert"

 

Alerts must be setup on each account individually.

 

Do you have Alerts to protect my accounts and security?

 

Yes. To protect you and your accounts, we will automatically notify you if any of the following items are changed:

• Email Address 
• Address 
• User ID Password 
• Security Questions

How do I enroll in Electronic Documents?

 

My Banking Direct accounts are automatically enrolled for Paperless e-Documents but you can also enroll additional accounts via Flagstar Online Banking. Please click the ellipsis (...) next to the account on the Accounts page, then select Statements. An e-Documents link can also be found on the right side of the Accounts page, or at the top of the page when viewing account history.

 

What are e-Statements?

 

e-Statements are an electronic version of your account statement that you can view, search, save, and print at your own convenience. It is a safe, simple, and eco-friendly way to view your monthly statements.

 

How much does it cost to receive e-Statements online?

 

It's free to receive and view e-Statements online. You will receive an email reminder each time a new e-Statement is available.

 

How can I view or get a copy of my e-Statements?

 

To view an e-Statement, please click the ellipsis (...) next to the account on the Accounts page, then select the item that you wish to view. You may also click the e-Documents link on the right side of the Accounts page.

 

Additionally, e-Statements can also be found at the top of the page when viewing account history by clicking e-Documents.

Flagstar Mobile Banking is a simple, convenient, and easy way to manage your finances virtually anywhere at any time from your mobile device or tablet.

A variety of banking transactions can be performed through the Flagstar Mobile Banking App, including, but not limited to:

 

• Check Balances 
• Review Transactions 
• Transfer Funds¹ 
• Pay Bills 
• Send money with Zelle®² 
• Deposit Checks 
• Set up and receive Push Alerts 
• View Electronic Documents 
• Change password

 

 

¹ Fees and limitations may apply.

² U.S. checking or savings account required to use Zelle®. Transactions between enrolled users typically occur in minutes and generally do not have fees. Zelle and the Zelle related marks are wholly owned by Early Warning Services, LLC and are used herein under license.

Visit the Mobile Banking page or download it from the App Store^SM, or on Google Play^TM.

 

You can also login to Flagstar Online Banking from your desktop computer and follow these instructions:

• Click on the Mobile link at the top of the page
• Under Downloadable Apps, slect the app version that you wish to receive
• Enter you mobile phone number
• Click Send Confirm that the text was received 
• Click on the link provided to download

 

App Store is a service mark of Apple Inc.

Google Play is a trademark of Google Inc.

What are the benefits of the Flagstar Mobile Banking App?

 

Flagstar Mobile Banking provides a simple, yet powerful connection to bank accounts through the use of a mobile device such as a mobile phone or tablet. The most common benefits include:

• Convenience
• Easy Access 
• Save Time 
• Save Money

 

Are there any transactions that cannot be performed through the Flagstar Mobile Banking App?

 

Yes, for your security, there are some transactions that cannot be completed through the App, and require you to login to Flagstar Online Banking from your desktop.

 

The following transactions cannot be performed through the Flagstar Mobile Banking App:

• Set up Alert Preferences for text or email alerts 
• Change User ID or Security Questions 
• Send a Secure Message

 

Are there any fees associated with the Flagstar Mobile Banking App?

 

The Flagstar Mobile Banking App is free to download, however standard messaging and data rates may apply. Fees do apply for certain types of transactions. Refer to the Schedule of Fees and Services for more details.

 

Is the Flagstar Mobile Banking App safe?

 

When you login using your mobile device (mobile phone or tablet), you are logging in with the same multi-layer security that is used as if you logged on from your desktop computer. We confirm your credentials along with the device you are using.

 

The first time you login you will be asked to enter your User ID and password. If answered correctly, a security question will prompt. Enter the security question as you normally would and register your device.

 

Does the Flagstar Mobile Banking App access any of my personal information or data from my device?

 

Depending on the services that you use, the Flagstar Mobile Banking App may access your contacts, GPS and camera.

 

• Contacts – the app may access your contacts when sending money to one of your contacts via Zelle®. 
• GPS – the app will access your GPS location when using the branch/ATM locator. 
• Camera – the app will access your camera (NOT your photos saved on your device) when processing a mobile check deposit.

 

 

Zelle and the Zelle related marks are wholly owned by Early Warning Services, LLC and are used herein under license.

How do I login to the Flagstar Mobile Banking App?

 

You will login to the Flagstar Mobile Banking App using the same User ID and Password that you use to access Flagstar Online Banking.

 

What is the “Save ID” feature? How do I turn it on and off?

 

The “Save ID” feature is used to tell a device to remember the User ID in order to avoid typing it in every time the Flagstar Mobile Banking App is opened.

 

To deactivate the “Save ID” feature per use, tap on the "Save ID” icon located on the login screen.

 

Note: The Save ID feature cannot be deactivated permanently once it has been activated. It can be turned off per login so that you may use a different User ID if you have more than one Flagstar Mobile Banking login.

 

What does the "Call Us" feature do?

 

The "Call Us" feature is utilized to reach the Customer Contact Center directly from a mobile device with the tap of a button.

 

How long does it take before I am automatically "timed out" of the Flagstar Mobile Banking App?

 

The Flagstar Mobile Banking App is set to time out after 5 minutes of inactivity. Please note, your device settings may auto lock prior to the Flagstar Mobile Banking timeout.

What are Self Service Tools?

 

Self Service Tools are designed to aid with a forgotten User ID and Password. This feature can be found by clicking on the "Trouble logging in?" link on the login screen.

 

I forgot my User ID and Password, how can I obtain them?

 

You can select the "Trouble logging in?" link from the Flagstar Mobile Banking homepage and following the instructions.

 

I locked my Flagstar Online Banking Password. How can I unlock it?

 

If a Password is entered incorrectly three times, it will become locked. In order to unlock the password, please call our Customer Contact Center at (866) 285-1856.

What are Instant Balances?

 

Instant Balances allow you to view your Account Balances without logging into Flagstar Mobile Banking.

 

Note: The Save ID feature needs to be enabled to utilize the Instant Balances feature.

 

How do I set up Instant Balances?

 

To set up Instant Balances:

• Login to Flagstar Mobile Banking
  
• Click on the More tab 
• Select Instant Balances 
• Toggle the button to "ON" Choose the Accounts you would like Instant Balances on 
• Click Save

 

How do I turn off Instant Balances?

 

To turn off Instant Balances:

• Login to Flagstar Mobile Banking
  
• Click on the More tab 
• Select Instant Balances 
• Toggle the button to "OFF"

 

Are Instant Balances secure?

 

Yes. Protecting your financial data and keeping your information safe and secure is our top priority. If you use Instant Balances, it is suggested that you secure your mobile device or tablet with a Password.

 

How many accounts can I receive Instant Balances for?

 

You can view Instant Balances on up to six accounts.

 

How do I review the details of a specific account using Flagstar Mobile Banking?

 

If you wish to review details on a specific account, simply select it from the list of your accounts. When selected, your account number, account name, account type, balance, and transaction history will be displayed.

 

Are transactions that I view in the Flagstar Mobile Banking App posted in real-time?

 

Yes. All transactions are posted in real-time.¹

 

 

¹ Subject to certain limitations.

Can I transfer funds internally using Flagstar Mobile Banking?

 

Yes. If you have more than one account, you can easily transfer money to and from different accounts.¹

 

To transfer funds internally, follow these steps:

• Login to Flagstar Mobile Banking
  
• Click on the Transfer & Pay tab 
• Select Make an internal transfer Select the account to transfer from 
• Select the account to transfer to 
• Input the amount being transferred 
• Select the frequency 
• Select the date 
• Click Continue 
• Click Make transfer

 

What is the minimum and maximum amount I can transfer internally?

 

The minimum allowable transfer amount is $0.01. The total amount, per day, of all Internal Transfers cannot exceed $3,000,000.00.¹

 

When will my Internal Transfer be processed?

 

Internal transfers are posted to your account and are available immediately; however, the effective date in your history will reflect the next business date if your transfer is submitted after 10:00PM ET.

 

Can I process an External Transfer with Flagstar Mobile Banking?

 

Yes. If you have accounts at other financial institutions, you can easily transfer money to and from those accounts.¹

 

To access this feature on Flagstar Mobile Banking:

• Login to Flagstar Mobile Banking
  
• Click Transfers and Pay 
• Click External Transfer

 

What is an External Transfer?

 

The External Transfer service allows you to transfer funds between your accounts and your accounts at other financial institutions.¹

 

How long does it take to process an External transfer?

 

Standard External Transfers will take three business days to process not including the day the transfer is initiated.¹

 

Next Day External Transfers will take one to two business days to process not including the day that the transfer is initiated.¹

 

What are my External Transfer limits?

 

Your transfer limits are shown in the Transfer Funds section next to the amount you want to transfer by clicking on the icon. If you try to transfer an amount that is higher than your limit, a message informs you how much money you can transfer.

 

What is a recurring transfer?

 

An automatic transfer of a specified amount from one account to another based on a consistent schedule. For example, you may want to set up a recurring transfer to automatically move $500 from your money market account to a checking account at the end of each month.³

 

You need to make three decisions that determine the frequency and duration of the transfers:

• When do you want the first transfer to start? 
• How often do you want to transfer the money? 
• What is the duration of the recurring transfer?

 

When you set up a transfer schedule, the transfers are automatically scheduled for the duration you choose or until you cancel the repeating transfer.²

 

 

¹ Fees and limitations may apply.

² Limitations may apply

³ There may be transactional limitations on money market accounts. Please refer to your account disclosure for more information.

How do I pay bills using Flagstar Mobile Banking?

 

To use the Bill Pay feature:

1. Log in to Flagstar Mobile Banking
   
2. Click on the Transfer & Pay tab 
3. Select Pay bills 
4. Select the biller from the list, or select Add new biller 
5. Select the account you wish to pay from 
6. Enter the amount and select the date you would like to make the payment 
7. Click on Pay 
8. Review the information and select Pay to complete the transaction

 

How do I view Scheduled Payments?

 

In order to view Scheduled Payments:

1. Select the Transfer & Pay option 
2. Select Pay bills 
3. Scheduled payments will display at the top of the list

 

What is the minimum and maximum amount I can send using Bill Pay?

 

The minimum amount you can send using Bill Pay is $1.00. The maximum amount you can send using Bill Pay is $25,000.00.

 

Is there a fee for using Bill Pay?

 

There is no fee to use Bill Pay unless you need to expedite a payment or send an overnight check. Refer to the Schedule of Fees and Services for more details.

 

How can I edit or cancel a scheduled Bill Pay item?

 

You can edit or cancel any payment that has not started processing. After you cancel a payment, the status changes to Canceled and the payment will not be processed.

 

To edit or cancel a scheduled payment:

1. Click on the Transfer and Pay tab 
2. Select Pay bills Select the 
3. Activity sub-tab 
4. Select the payment you wish to edit or cancel 
5. Select appropriate option 
6. Follow prompts 
7. Confirm.

What is Zelle®

 

Zelle is a fast, easy way to send money to and receive money from friends, family, and other people you know and trust, typically within minutes, using their email address or U.S. mobile phone number.

 

What do I need to have in order to use Zelle?

 

You must have a bank account in the U.S. to use Zelle. You'll also need a valid email address or U.S. mobile phone number.

 

Can I use Zelle internationally?

 

In order to send, receive or request funds, the sender and recipient accounts must be based in the U.S.

 

Who can I send money to?

 

Zelle is a great way to send money to family, friends, and people you know, like your neighbor, your roommate, or your babysitter. It's important to remember that money is sent directly from your New York Community Bank account to another person's bank account typically within minutes, so Zelle shouldn't be used to send money to people you don't know or trust.

 

Neither New York Community Bank, nor Zelle, offers a protection program for any authorized payments made with Zelle – for example, if you don’t receive the item you paid for or the item is not as described or as you expected.

 

Is there a fee?

 

New York Community Bank doesn't charge a fee to send or receive money via Zelle, however, there may be scenarios where using Zelle may incur charges.

 

If you send a transaction for which you have insufficient funds to cover the transaction, non-sufficient funds (NSF) fees may apply.

 

While you may cancel a scheduled Zelle transaction at any time before it processes, New York Community Bank will charge you a fee to cancel a pending payment sent to a recipient that has not yet enrolled.

 

Mobile carrier fees may apply.

 

Is it secure?

 

Yes. When you use Zelle within NYCB Online or NYCB Mobile, your information is protected with the same technology we use to keep your accounts safe.

 

How do I get started?

 

It's easy. Zelle is already available within NYCB Online and NYCB Mobile. Just sign in online or the app and follow a few simple steps to enroll with Zelle today. We recommend you enroll before someone sends you money - this will help you get your first payment faster.

 

Follow the steps below to enroll with Zelle from NYCB Online:

1. Login to NYCB Online 
2. Click Send Money with Zelle® from the tabs at the top of the screen. 
3. On the Welcome to Zelle screen, click Get Started. 
4. Read the Terms and Conditions. To accept the Terms and Conditions, click Accept and Continue. 
5. You'll be presented an option to either (1) select an email or U.S. mobile number from a list (and click Continue) or (2) enroll a specific email or U.S. mobile number. 
6. If you select to enroll a U.S. mobile number, read the Notice Regarding Receiving Text Messages. Click Continue. 
7. Enter the verification code sent to you and press Verify. 
8. On the Choose Primary Account page, click the account you would like to use as Primary and click Continue. 
9. Enrollment is complete! From the Congratulations screen, you can Send Money, View Activity or add another email or U.S. mobile number.

 

Follow the steps below to enroll with Zelle from NYCB Mobile:

1. Tap the NYCB Mobile app to open it on your mobile device home page 
2. When the login screen opens, enter your User ID and password and tap Log In. 
3. Tap Transfer & Pay and then Send Money with Zelle®. The Welcome screen will open. 
4. Tap the links to read the Terms and Conditions and the Notice Regarding Receiving Text Messages. 
5. Tap the checkbox to select I agree to the Terms and Conditions and Receiving Text Messages. Tap Get Started.
6. On the Choose Primary Account screen, tap and select the account you want to send payments from. This is also the account where you'll receive payments. 
7. Next you'll see the Review Information screen with your contact information and the NYCB account, that's linked to Zelle. You can't edit your email or U.S. mobile phone number here (you can do that in Online Banking Settings). If you have more than one eligible account to use with Zelle, you can tap the drop-down menu next to Primary Account and select a different account. If you have only one account available, you will only see one. 
8. Tap All Done. 
9. Zelle will open and you can begin using it to send and receive money.

 

How does Zelle work?

 

Whether you enroll through NYCB Online or NYCB Mobile, we establish a connection between your email address or U.S. mobile phone number and your preferred checking

 

Your name, financial institution name, and email address or U.S. mobile phone number you enrolled with is shared with Zelle (no sensitive account details are shared - those stay with NYCB). When someone sends money to your enrolled email address or U.S mobile number, Zelle looks up the email address or U.S. mobile phone number in its "directory" and notifies NYCB of the incoming payment. NYCB then directs the payment into your account, all while keeping your sensitive account details private.

 

How do I send money?

 

NYCB Online: Login to NYCB Online and choose “Send Money with Zelle,®” from the upper navigation bar.

 

NYCB Mobile: Login to NYCB Mobile and choose “Transfer & Pay” and select “Send Money with Zelle®”.

 

How do I receive money?

 

If you are already enrolled with Zelle, no further action is needed. If someone sends you money, the money will move directly into your account, typically within minutes.

 

If you have not enrolled with Zelle, and someone sends you money, this is what you need to do: Click on the link provided in the payment notification you received via email or text message. Select “New York Community Bank”. Follow the instructions provided on the page to enroll. You should enroll with Zelle using the email address or U.S. mobile number on which you received the notification to ensure you receive your money. In most cases, the money will be available in minutes.

 

Can I cancel a payment?

 

You can only cancel a payment if the person you sent money to hasn’t yet enrolled with Zelle. To check whether the payment is still pending because the recipient hasn’t yet enrolled, you can go to your activity page, choose the payment you want to cancel, and then select “Cancel This Payment.” If the person you sent money to has already enrolled with Zelle, the money is sent directly to their bank account and cannot be canceled. This is why it’s important to only send money to people you trust, and always ensure you’ve used the correct email address or U.S. mobile number when sending money.

 

If you sent money to the wrong person, we recommend contacting the recipient and requesting the money back.

 

How do I “Pay it Safe” with Zelle?

 

Only send money to those you trust. With Zelle, you can send money from your account to someone else’s within minutes. It’s a great way to pay friends, family, your coworkers and almost anyone else you trust, but it shouldn’t be used to pay strangers.

 

Beware of payment scams. If a deal sounds too good to be true, it probably is. Neither New York Community Bank nor Zelle offers a protection program for any authorized payments made with Zelle - so only use Zelle to pay people you know and trust.

 

Treat Zelle like cash. Money moves fast - directly into the enrolled recipient’s bank account. Always double check you have the recipient’s correct U.S. mobile number or email address, so the money goes to the right person.

 

For more information, please visit: https://www.zellepay.com/pay-it-safe/understanding-fraud-and-scams

 

I’m unsure about using Zelle to pay someone I don’t know. What should I do?

 

If you don’t know the person, or aren’t sure you will get what you paid for (for example, items bought from an online bidding or sales site), you should not use Zelle. These transactions are potentially high risk (just like sending cash to a person you don’t know is high risk). Neither New York Community Bank, nor Zelle, offers a protection program for any authorized payments made with Zelle – for example, if you do not receive the item you paid for or the item is not as described or as you expected.

 

If you sent money to the wrong person, we recommend contacting the recipient and requesting the money back.

 

 

U.S. checking or savings account required to use Zelle®. Transactions between enrolled users typically occur in minutes and generally do not have fees. Zelle and the Zelle related marks are wholly owned by Early

Warning Services, LLC and are used herein under license.

What is Mobile Deposit?

 

Mobile deposit is secure, easy to use, and convenient. You can deposit checks directly into your eligible account using your mobile device or tablet by taking a photo of the front and back of the check.

 

Are Mobile Deposits safe?

 

Yes. You can access the Mobile Deposit feature by logging into Flagstar Mobile Banking. This feature uses the same multi-layer security as if you logged on from your desktop computer, which is designed to identify you in a number of ways.

 

How can I process a Mobile Deposit?

 

Login to Flagstar Mobile Banking and select the Deposits function. From there, you can view your Deposit History and/or deposit new checks. Select the account, enter the amount, take a photograph of the front and back of the check, and press Submit.

 

Is there a limit to the amount or number of checks that I can deposit via Mobile Deposit?

 

The minimum check amount which can be deposited is $0.01. Per check limits, daily limits, and 30 day limits apply. Limits are displayed within the Mobile Deposit section of the app.

 

When will my Mobile Deposit be processed?

 

Mobile Deposits are treated the same way as if walking into a branch. The amount deposited will be reflected in the Current Balance, and as the check clears it will reflect in the Available Balance.

 

Do I have to endorse the check I deposit via Mobile Deposit?

 

Yes, your mobile check deposit must include your endorsement. In addition, write “Mobile Deposit Only” under your endorsement.

 

Is there a fee for Mobile Deposit?

 

No, there is no fee for the Mobile Deposit feature.

 

How do I view my Mobile Deposit History?

 

To view your Deposit History, click on the Deposit tab and select View mobile deposit history. Here you will be able to view the date and amount of the transaction. Tap on the transaction to view additional information.

 

What do I do with the check(s) that I deposit using Mobile Deposit?

 

It is suggested that you retain the check(s) for at least one week after you make the deposit in the event that the original check is required for any reason. Once the deposit is processed, you can destroy (i.e. shred) the check.

What are Alerts?

 

Account Alerts notify you of important events occurring on your account. Security alerts will automatically be sent to you when changes (e.g. email address, password, etc.) are made to your account.

 

What type of Account Alerts are available?

 

The type of Alerts available are:

• Balance Alerts (i.e. Your balance is above or below an amount you specify) 
• Transaction Alerts (i.e. A withdrawal or deposit posts to your account) 
• Security Alerts (i.e. Change to an email address, password, etc.)

 

What are Push Notifications?

 

Push notifications notify you of new messages or events without the need to actually open the application, similar to how a text message will make a sound and pop up on your screen.

 

How do I set up Alerts?

 

Push alerts can be setup using Flagstar Mobile Banking in the More tab. Text and email alerts must be set up within Flagstar Online Banking.

 

To set up Alerts via Flagstar Mobile Banking:

• Login to Flagstar Mobile Banking
  
• Click on More 
• Click Alerts 
• Click the toggle to the on position 
• Make your alerts selections

 

Once the above information is entered, the screen will expand and you will have the option to complete the "Send me an alert when" field. Choose to have alerts sent via email, text and/or push notification.

 

How do I cancel or change my Alerts?

 

Push alerts are cancelled within Flagstar Mobile Banking in the More tab. Text and email alerts are cancelled within Flagstar Online Banking.

 

How do I view my Alerts History?

 

Tap on More, select Alerts, and tap on Alerts History. You can view alerts for the past 90 days.

What is Text Banking?

 

Text Banking allows you the freedom to inquire on your accounts from virtually anywhere using SMS messaging.

 

To enroll in Text Banking:

• Login to Flagstar Online Banking
  
• Go to the Mobile link 
• Place a checkmark in the box labeled "Text Messaging (I'd like to use text banking services.)" 
• Click Continue 
• Select the accounts that you would like to use in text banking 
• Assign Nicknames for text banking 
• Click Continue 
• Provide your mobile phone number 
• Confirm that the notification code is sent via SMS message 
• Enter the notification code into Flagstar Mobile Banking to complete enrollment

 

What are some of the most common commands used for Text Banking?

 

Common Text Banking Commands:

• BAL – View the available balance in your account(s) that are registered with Flagstar Online Banking
  
• HIST and the account nickname – View recent payments and deposits in your account(s) that are registered with Flagstar Online Banking (example: HIST SAV1) 
• MORE – Receive additional transaction history, additional branch listings, or additional ATM locations 
• HELP – Receive a short list of common commands, support information, and how to cancel the service 
• STOP – Remove the device from Text Banking

 

What are Text Banking Nicknames?

 

Text Banking Nicknames are short names that can be assigned to accounts to quickly text the short code (696922) a command along with the nickname to get information about that account.

 

Is there a fee for using Text Banking?

 

There is no bank fee for using Text Banking, however, standard messaging and data rates may apply.

What are Mobile Preferences?

 

Mobile Preferences are set up through Flagstar Online Banking to configure settings for Flagstar Mobile Banking and Text Banking.

 

What types of Mobile Preferences can I set up through Flagstar Online Banking?

 

Preferences that can be set up and/or configured include:

• Add/Remove mobile devices from Text Banking 
• Configure nicknames for Text Banking 
• Text links to access the app 
• Add/Remove accounts to view via Flagstar Mobile Banking
  

• ATM cash withdrawals up to $1,000.
• ATM Deposit $99,999.99 (Available at Flagstar Bank ATMs only.)
• Point of Sale $5,000.
• Money Transfer - Incoming $2,500. (Transfers of funds made directly to another person or business using a money transfer service or application.)
• Money Transfer - Outgoing $5,000. (Transfers of funds made directly to another person or business using a money transfer service or application.)
• Daily limits reset at midnight ET each day.

Chip-enabled cards are regular plastic credit or debit cards with an embedded microchip. The chip protects in-store payments because it generates a unique, one-time code that is needed for each transaction to be approved. It is virtually impossible for fraudsters to replicate this feature in counterfeit cards providing greater security and peace of mind when used in-store. A chip card also has a magnetic stripe on the back of the card. This process makes your chip-enabled card information more difficult to steal and therefore makes your chip card more difficult to counterfeit.

Every time you use your card at a chip-enabled terminal, the embedded chip generates a unique transaction code. The unique transaction code is only good for one transaction, making it difficult to counterfeit or copy your card information.

Please contact us at 866-285-1856.

The chip stores information needed to complete your purchase, such as card number and expiration date..

Please contact us 866-285-1856.

All chip-enabled cards offer protection from unauthorized use of your card or account information. While chip technology generates a one-time use code that's difficult to counterfeit, the account information may still be subject to compromise.

For your security, please contact us before you travel out of state or to any foreign country. In certain states or countries, it may be necessary for us to block certain ATM or debit card transactions. If we are aware of your travel plans we can ensure there is no disruption when using your card..

You can use your chip-enabled card in ATMs, and anywhere Visa® is accepted.

There is a 0.8% or 1% exchange fee charged on all foreign transactions, plus any foreign currency exchange rates and PIN-based fees (if applicable). Refer to your Schedule of Fees for more details.

You can use your chip-enabled card in ATMs, and anywhere Visa® is accepted. You can swipe your card just like you do today using the magnetic stripe on the back of the card, if a chip-activated terminal is not yet available. The terminal or the cashier will prompt you to insert and leave the card in the terminal until the transaction is complete if it's activated for chip.

There are no fees when you select CREDIT for signature-based purchases. If you select DEBIT, or the merchant routes the transaction as DEBIT, a fee may be assessed regardless of whether a PIN was entered. Refer to the Schedule of Fees for more details.

Instead of swiping the card at the merchant card reader, insert the chip end of your card with the chip facing up, follow the prompts and remove your card when the transaction is complete. If a signature is required, sign and take your card when you're done.

Yes, if a merchant is not yet chip-enabled, you can swipe your card. Choose CREDIT for signature-based purchases or DEBIT and enter your PIN for PIN-based transactions (if requested). Fees may apply to PIN-based transactions. Refer to the Schedule of Fees for more details.

A PIN-based transaction is when you use your card as a DEBIT, which may require you to enter your 4 digit Personal Identification Number (PIN) before completing a transaction. Fees may apply to PIN-based transactions. Refer to your Schedule of Fees for more details. If you select DEBIT, or the merchant routes the transaction as DEBIT, a fee may be assessed regardless of whether a PIN was entered. Refer to the Schedule of Fees for more details.

 

A Signature-based transaction is when you use your card as a CREDIT and process a transaction through Visa, which require a signature for verification. In some cases, for small purchase amounts, a signature may not be required. ATM cards cannot perform CREDIT transactions. ATM cards linked to savings accounts may incur additional charges. Refer to the Schedule of Fees for more details.

To change a PIN on an existing card please contact us. You will need your current PIN to make this change.

All merchants should allow for a signature (CREDIT) or PIN (DEBIT) option. If the merchant card reader prompts for a PIN code, it may allow you to "Cancel" the transaction in order to process the transaction as a credit. You may also be able to select "Enter" or "Continue" to bypass the PIN request. ATM cards cannot perform CREDIT transactions. Fees may apply to PIN-based transactions. ATM cards linked to savings accounts may incur additional charges. Refer to the Schedule of Fees for more details.

Yes, you need to sign the back of your chip-enabled card for security purposes.

Yes, you can use your card to get cash, check your balance and more. Be sure to insert the chip end of your card into the ATM with the chip facing up. Insert your card, follow the prompts, and remove your card when the transaction is complete.

Some merchants may have chip terminals, but they may not yet be activated to accept chip cards. If you are unable to insert your chip card into a chip terminal, you can always swipe your card to complete the transaction. Most often, merchants that haven't activated their terminals will block the chip slot.

Your card will always work either by swipe or insertion. The terminal or the cashier will prompt you to insert the card into the terminal if it's activated for chip technology. If the terminal is not yet chip-activated, you can always swipe your card to complete the purchase.

If the terminal is chip-activated, a prompt on the screen will advise you to insert your card and follow the instructions.

If the terminal isn't chip-activated, a prompt on the screen will advise you to swipe your card using the magnetic stripe on the back as you do today.

Apple Pay^TM

 

What is Apple Pay?

 

Apple Pay is a mobile payment and digital wallet service by Apple Inc. that lets users make payments using:

iPhone models with Face ID iPhone models with Touch ID (except for iPhone 5S) iPad Pro, iPad Air, iPad and iPad Mini models with Face ID or Touch ID Apple Watch-compatible devices (iPhone 5 and later models)

 

Apple Pay does not require Apple Pay-specific contactless payment terminals, and can work with existing contactless terminals.

 

How do I enroll in Apple Pay?

 

To enroll your card for Apple Pay, your Apple mobile device must have iOS10 or later. It is also recommended that you have a strong cellular connection or connected to Wi-Fi when adding a card.

Open the Wallet app on any eligible Apple device. Select "Set Up Apple Pay" then "Add a new Credit or Debit Card." If Apple Pay is already being used, select the plus (+) sign at the top right of the Apple Pay portion of your screen. Follow the steps provided on screen, take a picture of the card to automatically enter card information or type it in manually. Enter the security code found on the back of the NYCB Community Bank Visa® Debit Card and fill in any remaining information.

 

For more information, visit www.apple.com/support/apple-pay/.

 

Is Apple Pay safe to use?

 

Apple Pay is a secure way to pay. Apple Pay transactions are secured with Apple’s FaceIdTM and/or TouchIdTM fingerprint security or passcodes and never uses the actual card number.

 

Where is Apple Pay accepted?

 

Apple Pay is available at over 4 million locations in the United States as well as hundreds of thousands of locations worldwide. You can review a complete list of merchants at www.apple.com/apple-pay.

 

 

Apple, the Apple logo, iPhone and iPad are trademarks of Apple Inc., registered in the U.S. and other countries. Apple Pay and Touch ID are trademarks of Apple Inc.

 

 

Samsung Pay

 

What is Samsung Pay?

 

Samsung Pay is a proprietary, Samsung-only payment service that is independent of Apple Pay. Its differentiating feature is the fact that it can be used anywhere a card swiper is available - not just at Near Field Communication (NFC) readers. That makes it suddenly available at a much larger number of stores than Apple Pay, which relies on NFC. It stores your credit card information, and when you want to make a payment, you press your finger against the fingerprint scanner and then press the phone against the NFC reader or magnetic strip reader.

 

What do I need to enroll in Samsung Pay

 

A Samsung compatible device with the Samsung Pay app installed. A strong cellular connection or connected to Wi-Fi Your My Banking Direct debit card

 

For more information, visit www.samsung.com/pay.

 

Is Samsung Pay safe to use?

 

Samsung Pay transactions are authorized with your fingerprint and use a digital identifier instead of the actual debit card number. Even if the device is compromised, Samsung Knox technology encrypts the card info within a separate, secure data vault.

 

Where is Samsung Pay accepted?

 

Samsung Pay is available at thousands of locations in the United States as well as locations worldwide. You can review a complete list of merchants at www.samsung.com/pay.

 

 

Available on select Samsung devices, most major carriers and supported cards. See samsung.com/pay for complete list and contact your bank or financial institution to verify supported cards.

 

 

Tokens

 

What is a token?

 

A token is a unique identification number that is assigned to any device that has requested to link the My Banking Direct Debit card to Apple Pay or Samsung Pay.

 

What happens if my device that has Apple Pay or Samsung Pay has been lost or stolen?

 

You must contact us at (866) 285-1856 and report the device lost or stolen and we will deactivate the token. That particular token is only linked to that device so you will be able to continue to use your actual physical debit card.