Frequently Asked Questions
What are Card Controls?
Card controls is a Mobile Banking feature that allows you to control how, when, and where your eligible TB&T Debit card is used. You can activate or deactivate cards, restrict card usage to specific types of merchants and/or transaction types, establish threshold amounts and allow cards to only be used in specific geographical regions.
Who can use Card Controls?
- Customers enrolled in TB&T Online Banking and Mobile Banking who have a TB&T debit card.
- Please make sure you have the latest TB&T Mobile Banking version. To check your current app’s version, select “About” in your mobile app’s menu. If Card Controls isn’t showing in your app, check to see if the app needs to be updated.
How do I get Card Controls?
- First, you will need to be enrolled in online banking. If you have not yet enrolled, please visit http://www.troybankandtrust.com to get started.
- Then, you will need to download the TB&T Mobile Banking app from the Apple Store for iPhones or the Google Play Store for Android devices.
- Next, sign into the TB&T Mobile Banking app using your TB&T online username and password. After accepting the terms and conditions of the Mobile Banking Agreement, you will be able to use Card Controls.
- From the Accounts landing page, select the “More” button either at the bottom (for iPhones) or the top right (for Android devices).
What should I do if I plan to use my debit card while traveling?
Before your trip, provide us with your travel destination and travel start/end dates. Call us at 888.258.8769 or use your Online Banking by selecting Self Service > Contact Us > New Message.
How do I request a temporary limit increase for my debit card?
Please call us at 888.258.8769 to request a temporary transaction limit increase.
If I have a joint account and we each have a debit card, do my controls affect their debit card? Can I enable/disable their Card Controls?
- Card Controls are set based on the individual card number issued to each cardholder.
- When you access Card Controls in the mobile banking app, only the card issued to you will appear for enabling and setting controls.
What If My Card is Not Showing Up?
Only the debit cards tied to the primary account owner who is logging in will be visible.
Why Am I Seeing Only My Family Member’s Card?
For family members who share an online banking user ID, only the primary user’s debit cards will be visible on that profile. We recommend that every user have their own log in credentials for security. Contact one of our branches for more information on setting up your own profile.
If I only have one card issued to me and I wish to remove it, can I add it back in later?
Yes, you can add any card to Card Controls at any time.
If I have multiple cards, can I pick and choose which ones I would like enabled?
Yes, just swipe the button next to each card to “On.” The button will turn from gray to green when a card is enabled.
I received a new debit card. Will it be automatically updated in Card Control?
Yes, your new debit card will be automatically updated in Card Control if both the Primary Owner of the debit card, Online Banking and Mobile Banking accounts are the same.
My pending purchase shows an amount for more for than I paid in Card Control. Why?
Some merchants send pre-authorizations at higher amounts to test the card validity. For example, a $25 gas purchase might display $26. Pre-authorizations are common at the gas pump, for a hotel stay, or for a car rental. Even though the charge is listed in the app for more, it should clear your account for the correct amount.
I tried to use my debit card and it was denied. Can you tell me why?
You may have Card Controls enabled on your card.
If I temporarily lose my card, can I turn it off until it’s located?
Yes, you simply access Card Controls through the mobile app and disable the card. Once the card has been found, you can enable it again.
Note: If your card is lost or stolen, make sure to call the bank to close the card and order a
If I have my debit card disabled in Card Controls will my recurring or automatic transactions
Yes. Recurring transactions (Auto Pay) will still be approved while your card is DISABLED. This ensures any automatic payments you have scheduled will not be interrupted while you have your card temporarily disabled.
To restrict recurring or automatic transactions, you must disable Auto Pay in the Transaction Types menu.
What types of Card Controls are available?
Transaction type, merchant category, dollar limit, and geographic locations.
When I’m setting my regions in the “Locations” control, how large of a region can I indicate?
You can define a region up to 78.5 square miles.
Can I use “Block International” and “My Regions” at the same time?
No. Each control is mutually exclusive. If you choose the “Block International” control, the “My Regions” control will be disabled.
What alerts can I enable?
Alerts can be enabled for transaction types, merchant types, international transactions, and transaction limits.
Will an alert be sent to me even if I am not logged in to Online or Mobile Banking?
Yes. You do not have to be logged into Online Banking or Mobile Banking to receive alerts from Card Control.
How do I alert or decline a Mobile Wallet transaction?
Mobile Wallet transactions are considered ‘in-store’ purchases. Any alerts or declines you have set up in Card Control will work for these transactions.
How quickly can I access funds that have been loaded to my card?
Where can I use my card?
After your card has been activated and funded, you have the ability to immediately access cash at ATMs displaying the Mastercard® Acceptance Mark. You may also use your card to pay for goods and services at Point-of-Sale (“POS”) retail merchants that accept Mastercard prepaid cards utilizing the Mastercard Brand Mark printed on your card. Many merchant locations will provide a “cash back” option with your purchase.
Are there locations where I cannot use my card?
Redbox locations (DVD rentals). For gas purchases, we suggest that you pay inside with the merchant rather than paying at the pump. Some gas stations will hold funds on the card for pre-authorization purposes when you pay at the pump.
How are my funds secured?
Your prepaid card is protected by a unique Personal Identification Number (“PIN”) as well as security measures designed to protect you from misuse of the card.
What if I forget my PIN?
A new PIN can be assigned to you by calling customer service at 800-416-6373. You will be asked to provide your name, address, city, state, zip, date-of-birth, Social Security Number and your last three (3) transaction amounts before your PIN can be reset to the default PIN. Before you can use your card, you will be required to call the automated voice system at 800-416-6373 and select another PIN number.
How do I check the balance on my card?
Register your card at www.paynuver.com and select the See Activity arrow on the tiles under the Accounts tab to find out your account balances or call 800-416-6373 and follow the prompts for a balance. You may also visit any ATM displaying the network logos on the back of the card (fees may apply).
What if my card balance is not an even amount or less than the minimum ATM dispense amount?
You may deplete the remaining balance on your card by engaging in a Point-of-Sale (“POS”) transaction. You may also select to move the remaining balance to your bank account by selecting the card to bank move option on this website or by calling customer service. If you need information on these services, please contact customer service at: 800-416-6373.
What if I insert my card in an ATM and the machine does not give it back?
You should contact the ATM owner or call Customer Service Center at 1-800-416-6373. You may also come into any TB&T location to get a new card the same day with a valid picture ID.
Will I be charged a fee at an ATM?
Most ATM owners will charge a nominal fee, which typically ranges from $1.00 to $2.50. This amount will be deducted from your available card balance at the time of the transaction in addition to any fees outlined in the Cardholder Terms & Conditions. The card may charge a fee for the ATM transaction depending on the card type and applicable fees associated with the card type.
Is there a dollar limit on ATM withdrawals?
The Cardholder Agreement specifically states that for security purposes, there are limitations on the use of your Card to obtain cash at an ATM or from a bank. You may withdraw no more than $500 per day. In addition, the ATM operator or network may impose additional limitations on ATM transactions.
How can I get money off my card* without going to an ATM and possibly being charged a fee?
You can go to a Point-of-Sale location like a grocery store that offers the Cash Back feature. You can purchase a low dollar item like gum and you can select to get cash back with your purchase. *The card may charge a small fee for the Point-of-sale transaction depending on the card type and applicable fees associated with the card type. See your Schedule of Services & Fees for your specific card type.
Is my card linked to a bank account?
Your card is not associated with a traditional bank account and there are no minimum balances required.
How do I report my card lost or stolen?
Pursuant to the Terms and Conditions of your Cardholder Agreement and Disclosure Statement, it is your responsibility to immediately report your card lost or stolen. You may do this by contacting customer service at 800-416-6373. Your card will be deactivated while you are on the phone with the representative. You may be asked to supply the following information: full card number, cardholder’s name, cardholder’s address, home phone number, circumstance of loss or theft, and identification verification. You may come into any TB&T location to get a new card the same day with a valid picture ID.
What happens after I report my card lost or stolen?
Your card will be deactivated immediately and will become out of service. A new card can be ordered, or a currently lost card can be reactivated by contacting Customer Service.
How can I protect my cards?
The best protection against card fraud is to know where your cards are at all times and to keep them secure. For protection of ATM and debit cards that involve a Personal Identification Number (PIN), keep your PIN a secret. Don’t use your address, birthdate, phone or Social Security number as the PIN and do memorize the number.
THE FOLLOWING SUGGESTIONS MAY HELP YOU PROTECT YOUR PREPAID CARD ACCOUNTS:
- Be cautious about disclosing your account number over the phone unless you know you’re dealing with a reputable company.
- Never put your account number on the outside of an envelope or on a postcard.
- Cut up old cards – cutting through the account number – before disposing of them.
- Don’t carry your PIN in your wallet or purse or write it on your card.
Can I have my payroll direct deposited onto my card?
Yes, you can provide your employer with your card’s Routing Number and Account Number. These numbers are located in the cardholder information that came with your card and they are also located on the back of your card. *If you have to get a new card due to lost/stolen/damaged-same day issuance, please be aware your account number will be changed to a new number which you will need to provide to your employer.
Can I have my Tax Refund deposited onto my card?
Yes, you can provide your Tax Preparer with your card’s Routing Number and Account Number. These numbers are located in the cardholder information that came with your card and they are also located on the back of your card.
Are these cards like Gift Cards? Can I purchase and give to someone else to use like a Gift Card?
No, the card is registered in your Name and SSN and cannot be given away to use as a Gift Card. We do have Gift Cards available. Please ask us about those today.
Can I get checks for my card as well?
No, checks are not available with these cards since they are not linked to a checking account.
How do I check the balance on my card?
Select the See Activity arrow on the tiles under the Accounts tab to find out your account balances.
How do I add new cards to my portal that I have registered?
Cards registered in your name can be created/added through either the Accounts tab or through the Transfer tab. Once you select the prompt to Add or Create a new account, you will be asked to choose the type of account you wish to add. From there, follow the steps through the account setup process.
Where can I view/respond my Account Notifications?
Account Notifications can be viewed on the Home Dashboard, via the Notifications tab, or within the specified account containing the notifications. To view the notifications within the account, select the Accounts tab and choose the payment account for which you wish to see the notifications.
Can I hide accounts from the Accounts tab?
Yes! Simply click the three-bar menu option in the upper right of the Accounts tab. You can choose to hide accounts, view hidden accounts, or unhide accounts.
Can I delete cards from the portal?
Yes, you can delete a card from the portal viewing. However, once the card is deleted it cannot be re-added to your portal. You must register a new card.
Can I change my portal password?
Yes! Simply click the More tab and go to the Account Maintenance page. Click the Change Password button and follow the steps to complete the change.
How do I Transfer money between my eCash Cards?
Click the Transfer tab, then select the account tile you wish to transfer money from and then select the account tile you wish to transfer money to. Once you select the account you wish to transfer money to, you will be prompted to enter the desired amount into the transfer slider. You will then be asked to confirm the transfer. Once the transfer is confirmed, your money will be available in the new account.
How do I set text and email alerts for my eCash Cards?
Click the More tab and then select the Alerts option. Select the account you wish to create alerts for and follow the steps to setup customized account alerts.
How much does this service cost?
There is currently no charge associated with the service. However, there may be charges associated with text messaging and data usage on your device. Check with your wireless provider for more information.
Is it secure?
Yes, the mobile banking service utilizes best practices such as HTTPS, 128-bit SSL encryption, device profiling, biometric or password access and application time-out when your mobile device is not in use. Only the mobile devices that you personally enroll in the service can access your accounts. In addition, no account data is ever stored on your mobile device. And in the event your mobile device is lost or stolen, the service can be immediately disabled by either going online to the Mobile Banking enrollment website or calling us.
Which wireless carriers are supported?
We support most of the popular US wireless phone carriers, including AT&T, Sprint, T-Mobile, and Verizon. If your carrier is not listed when you enroll, select ‘Other’ and try the Mobile Web option, or check back later, as new carriers will be added over time.
Do I need a data plan?
A data plan is typically selected by most mobile banking users, as data usage can become expensive without it. Please check with your wireless carrier for more information.
I’m not enrolled for online banking. Can I still use Mobile Banking?
You must first enroll in online banking before using mobile banking if a mobile-only enrollment is not offered. Please check with customer service for mobile-only availability.
What is Activation?
Activation is a registration process that helps ensure your security. There are two methods for enrollment: Activation Code for Text Banking and Device Enrollment for Mobile Banking.
- Activation Code – After you enroll a device for Text Banking, you will receive an activation code which will be required to begin using Text Banking on your device. We recommend you print your activation code and installation instructions for easy reference during installation.
- Device Enrollment – You enroll via the device using security questions. Please refer to the Device Enrollment Section within these FAQs. Note: Text Banking enrollment requires following the Activation Code method.
What is Troy Bank & Trust Mobile Banking?
Mobile banking gives you access to your accounts from your mobile web browser or a downloadable mobile banking application, depending on your preference and your mobile device capabilities. Both options allow you to: view account balances, search recent account activity, transfer funds, pay bills and find nearest ATM or branch locations. Also, on the downloadable mobile banking application, you may have the option to deposit checks.
How do I access Mobile Banking on my device’s browser?
When using activation code enrollment, after successful enrollment via Activation Code, you will receive a text message with your Mobile Banking URL. You may also visit the site at any time at: http://www.troybankandtrust.com When using on-device enrollment, you may access the bank’s website by directly entering the URL in the browser at: http://www.troybankandtrust.com
How do I sign up for Mobile Banking?
You may enroll in Mobile Banking using Device Enrollment.
Please refer to the Device Enrollment Section within these FAQs.
I activated Mobile Banking on my device’s browser. Why am I being asked to activate again?
At the time of activation, a “cookie” is stored on your device which allows the Mobile Banking system to remember that you activated. The cookie is only visible by the Mobile Banking system and does not contain personal information. Some devices may require you to enable cookies or periodically erase them, requiring reactivation. If you are experiencing this issue, check your settings to ensure that cookies are enabled. If cookies are enabled and the issue persists, please contact your mobile network carrier for cookie support information on your device. If you would like to reactivate and text banking is enabled on your device, text R or RECOVER to 79680. If Troy Bank & Trust supports enrollment on your mobile device, you will not need to provide an activation code. However, you may be asked to enroll again due to issues with cookies.
How do I optimize my mobile web experience?
Ensure your device’s browser has cookies enabled. In addition, enable style sheets for the best viewing experience.
How do I navigate Mobile Banking links with my mobile device’s browser?
To navigate, access the menu and choose an option.
Is Mobile Banking supported on my device?
Mobile Banking is supported on most devices with a mobile web browser that supports cookies. In addition, the mobile application is available on iPhone and Android smartphones and on iPads and Android tablets. Both mobile web and mobile applications may be found by entering the mobile web URL (http://www.troybankandtrust.com) in your device’s browser.
How do I download my mobile banking application?
- For iPhone or iPad:
- Navigate to the App Store
- Search for Troy Bank & Trust
- Select “Install” to download the application
- For Android:
- Navigate to the Google Play Store
- Search for Troy Bank & Trust
- Select “Install” to download the application
What is Troy Bank & Trust Text Banking?
Text banking gives you access to your accounts via text (SMS) messages on your phone. It’s a fast, easy way to look up account balances or recent account history by sending a text command to a shortcode.
What is Troy Bank & Trust shortcode?
All text messages should be sent to 79680
Can I use both Text Banking and Mobile Banking on my phone?
Yes. Simply enroll for both Text Banking and Mobile Banking to enable this.
Is Text Banking supported on my phone?
Text Banking will work on any text message (SMS) capable phone from one of our supported carriers.
Will I receive unsolicited text messages?
No. You will only receive messages when you specifically request them with one of the Text Banking commands or if you subscribe to Mobile Alerts.
What are the Text Banking commands?
|Balance||B||Summary of available balances for all accounts|
|History||H||Summary of recent transactions per account|
|Command||C||List of available Text Banking commands|
|Help||HE||Help content for Text Banking|
|Login||L||Receive a URL for the Troy Bank & Trust Mobile Browser website|
|Recover||R||Receive a URL and new activation code for the Troy Bank & Trust Mobile Browser web site|
|Stop||S||De-activate all Troy Bank & Trust text services|
How do I subscribe to Mobile Alerts?
You must first enroll in the SMS/Text Banking in order to subscribe for Mobile Alerts. After registering for this mode, go to your Internet (Online) Banking alert page. From here you will be able to subscribe to the alerts you wish to receive on your mobile device.
What is Device Enrollment?
Device enrollment allows the user to register for Mobile Banking using their mobile device, instead of a personal computer with activation code. This added convenience means that users may register their device while on-the-go.
How does device enrollment work?
Device enrollment validates your banking relationship by asking you to provide your ID and password from online banking along with answers to security questions which are known only to you based on your personal history.
Do I have to be enrolled in Internet (Online) Banking to use Device Enrollment?
Yes, if a mobile-only enrollment is not offered. Your User ID and password will be used to enroll you in Mobile Banking. If you are not enrolled in Internet (Online) Banking, please proceed to the institution’s website to register for Internet (Online) Banking first.
What Mobile Banking modes may I enroll?
Users may enroll for, both, the web/browser-based version of Mobile Banking as well as the downloadable applications, if supported. SMS/Text for Mobile Banking must be enrolled from the Mobile Banking Center using a personal computer. Click on the “Activate Now” link for SMS and follow the instructions presented on the screen.
What is my User ID?
Your User ID is the same as the User ID you established for Internet (Online) Banking or created during the mobile-only enrollment process, if available.
Can I save my User ID on the device?
On applications that allow saving the User ID, you may save your User ID by selecting “On” when prompted. For enhanced security, the User ID will then be presented in the future in a masked format, hiding some of the characters. You may also remove the User ID, at a later time, by simply changing the prompt to “Off”.
Do I have to accept the Terms and Conditions?
Yes. You must agree to the Terms and Conditions in order to use Mobile Banking.
What happens if I don’t allow the device to ‘Remember Me’?
The ‘Remember Me’ prompt enables your device to recall your Mobile Banking registration so that you are not presented with challenge questions every time you log in. If you select “Off” for the prompt, you will be required to reply to the challenge questions each time you log in to Mobile Banking.
What is my Password?
Your Password is the same as the Password you established for Internet (Online) Banking or in mobile-only registration, if available.
What if I do not remember my User ID or Password?
In this case, you should visit the Internet (Online) Banking website and follow the instructions for retrieving and/or resetting your credentials or, contact Customer Service.
What do I use for a Mobile Number if I am using a non-phone mobile device, such as an iPod?
When you use a non-phone device that is Internet-enabled and a phone number is requested, enter a phone number you can easily remember, such as your home phone or office phone.
What is Mobile BillPay?
Mobile BillPay allows you to pay bills online, saving you time, envelopes and stamps. It is an optional service on your Internet (Online) Banking account. You may pay bills using your mobile device while on-the-go, anytime, anywhere.
Where do I enroll for Mobile BillPay?
You enroll for BillPay through your Internet (Online) Banking account. Once enrolled, you will be able to access BillPay on your mobile device. You must be enrolled for, both, Internet (Online) Banking and BillPay before you may use Mobile Banking and Mobile BillPay.
In what modes may I access Mobile BillPay?
Mobile BillPay is available on the web/browser and downloadable application modes. It is not available through the SMS/Text mode.
How do I pay a bill?
To pay a bill, select the “Bill Pay” option from the main menu, then select “Pay Bill”. A simple flow guides you through choosing the payee, the payment account, send or due date and amount. Then you may enter an optional memo.
How are payments made?
Only you may create and authorize a payment. Depending on the Payee’s capabilities, payments are issued via paper checks or electronically. Both payment forms include remittance information to ensure your Payee may credit your account.
When will my payment be received?
For more information about payment scheduling and delivery, please visit the Help section on your Internet (Online) Banking website.
Can I add a Payee on my mobile device?
If permitted, you will see a menu option to add Payees within the Bill Pay section of Mobile Banking.
How do I deactivate a Payee?
You may manage your Payees, including deactivation by logging onto the Internet (Online) Banking website and accessing the list of Payees.
How do I cancel a payment on my mobile device?
To cancel a payment, select the “Bill Pay” option from the main menu, then select “Scheduled”. The system will respond with a list of payments currently scheduled and unpaid. Choose, from this list, the payment you wish to cancel. The system will display the payment details. From this screen, select “Cancel Payment”. The system will ask you to confirm that you wish to cancel the payment.
How may I see previous bill payments on my mobile device?
To view previously paid bills, select the “Bill Pay” option from the main menu and then select “Recent”. Your display will refresh with a list of completed bill payments in a summary format. Select an item to see the payment’s details.
How do I handle a dispute with a payee?
If you have an issue with a bill or a specific item on the bill, contact the Payee directly. Remember, you may pay whatever amount you desire in BillPay while you are disputing any item.
Where can I find more information about BillPay?
For more information and Frequently Asked Questions, please visit the Help section on your Internet (Online) Banking website.
I enrolled in Text Banking with my phone number but did not receive a text message. What should I do?
Typically you should receive a text message within a few minutes after enrolling, however sometimes mobile carriers experience delays which slow down text message delivery. While waiting, make sure your phone has a wireless signal. In addition, be sure you entered the correct phone number on the enrollment site. After waiting a few minutes if you still have not received your text message, try sending the activation code. If you still do not receive a text message, contact your wireless carrier to be sure text messaging is enabled on your phone.
I received an activation code but never used it. What do I do now?
Activation codes expire after a specific period of time. If you need a new one, return to the Mobile Banking enrollment site (called the Mobile Banking Center) and request a new activation code.
What happens if I get a new mobile device or change phone numbers?
If you get a new mobile device or change phone numbers, be sure to return to the Mobile Banking website via your PC and update your mobile device profile in the Mobile Banking Center. Remove your old device within the Mobile Banking Center. Then download the app on your phone and enroll on your new device.
Can I use Mobile Banking or Text Banking on more than one device?
Yes. Visit the Mobile Banking Center and simply enroll (and then activate) another device.
I activated Mobile Banking on my device’s browser. Why am I being asked to activate again?
At the time of activation a “cookie” is stored on your device which allows the Mobile Banking system to remember that you activated. The cookie is only visible by the Mobile Banking system and does not contain personal information. Some devices may require you to enable cookies or periodically erase them, requiring reactivation. If you are experiencing this issue, check your settings to ensure that cookies are enabled. If cookies are enabled and the issue persists, please contact your mobile network carrier or device manufacturer for cookie support information. If you would like to reactivate, text R or RECOVER to 79680. If Troy Bank & Trust supports enrollment on your mobile device, you will not need to provide an activation code. However, you may be asked to enroll again due to issues with cookies.
What if my device is lost or stolen?
If you are concerned about misuse of your mobile device, contact your mobile service provider immediately to stop all wireless service. Additionally, sign on to Internet (online) banking, navigate to the Mobile Banking Center and disable or remove your device.
What are the requirements for Mobile Deposit?
- Must have Mobile Banking & Online Banking
- Overdrawn less than 5 days 1 month ago
- Overdrawn less than 5 days 2 months ago
- Overdrawn less than 5 days 3 months ago
- Signature + “For Troy Bank & Trust Mobile Deposit Only” – Endorsement
- $3500.00 limit per day (10 items or less deposited)
- 3:00 PM CST cutoff time for a deposit to post on that business day (will roll to next business day if made after 3)
- Will receive an email indicating that a deposit has been received
- Will receive an email indicating that the deposit was accepted or declined (email will indicate reason for decline)
Tips for a Successful Image Capture
- The endorsement orientation should be on the right side of the picture.
- The entire check image is in frame and all check information is visible.
- Lighting conditions are bright and the image is in focus.
For best results, place the check on a plain, dark or contrasting surface.
- Endorsements are added using BLUE or BLACK ballpoint ink.
Gel pens with sparkles, markers and highlighters should NOT be used.
Endorsement stamps are added with BLACK ink.
For best results, endorsement stamps should be 3 to 4 lines and contained to the endorsement area.
What should I do with my paper check after depositing via Mobile Deposit?
After an accepted Mobile Deposit email is received from the bank, you may then write “Mobile Deposit on Date” on the front of your check. The date should be the date of your deposit.
Please retain the deposited item for 10 days and then destroy the item. This will allow sufficient time in case the original deposited item is needed for any reason.
Are there any fees associated with using Mobile Deposit?
There are no fees assessed by Troy Bank & Trust for the Mobile Banking service or Mobile Deposit feature. Please check with your wireless provider about any carrier and web access charges.
What Is A Mobile Wallet?
A mobile wallet lives on your mobile device and provides a convenient and secure way to make payments. It can help reduce your risk of fraud as mobile wallets are harder to steal or copy than physical cards and cash.
What Are Mobile Payments?
Mobile payments convert your debit card into a digital token. This allows merchants to accept in-store and online payments and transactions to be initiated with mobile devices via that token through a contactless payment or NFC technology.
What Is Near Field Communication (NFC) Technology?
NFC is a short-range wireless technology that allows two devices to exchange information quickly, securely and conveniently at close proximity. NFC technology is used to transmit tokenized payment card information from your phone to a contactless payment terminal without sending your actual card information.
What Is A Token and Tokenization?
Your payment card information, such as the 16-digit primary card number found on your card, is replaced with a randomly-generated value (token) that can be securely stored on Apple and Android devices and used to make purchases. Your check and debit card account numbers are not stored on the device, on the applicable wallet servers or with the merchant. This helps to reduce the potential for fraud. The tokenization process is invisible to you and happens behind the scenes. It also helps to simplify checkout by eliminating the need to enter and re-enter your card number when buying items in mobile applications “in-app” or at the point-of-sale.
How Does My Mobile Wallet Transmit Payment Details?
When shopping in-store, hold the device in front of a contactless reader. The token information stored on the device is transmitted directly to that contactless reader.
Will Merchants Receive My Physical Card Number?
No. When you add a card to your mobile wallet, it will be assigned a digital account number. Your mobile wallet will use this digital account number when you make a purchase.
What Mobile Wallets Are Available With My Troy Bank & Trust Debit Card?
Depending on your mobile device, Apple Pay®, Samsung Pay™, Google Pay™, Fitbit Pay™ and Garmin Pay™ are available.
Which Troy Bank & Trust Cards Can I Use For Mobile Payments?
You may use your Troy Bank & Trust consumer debit cards. For tips on adding them to your device, please see the section “Setting Up Your Mobile Wallet” in the FAQs above.
On Which Devices Do These Wallets Work?
For a list of compatible devices, please see the wallet support links in the FAQs above – click on the icons to view the websites.
How Do I Get A Mobile Wallet?
If it is not already loaded on your phone, go to the App Store or Google Play, install the applicable application and follow the prompts to add your card information. You will then receive a One Time Passcode to authenticate your card.
What Is A One Time Passcode (OTP)?
OTP is an authentication service that sends a numeric value generated by Visa to you via email or text message. Following receipt of the OTP, enter it into your Mobile Wallet within 30 minutes. Once entered, your card is activated. If the OTP does not match the original value, you will be directed to a call center to verify your identity and complete the activation.
Is There A Fee To Use A Mobile Wallet?
There is no cost to use Mobile Wallet; however, wireless carrier fees may apply.
How Does A Mobile Wallet Work?
- Download the mobile wallet app for your phone (for specific wallet instructions – click on the icon located in the FAQs above)
- Add your TB&T Debit Card information to the mobile wallet
- When you check out at participating merchants, access the mobile wallet and choose your card
- If you’re making an in-store purchase, just hold your mobile device at the terminal
How Do I Use My Mobile Wallet?
Use your mobile wallet to make purchases at retail store locations by holding your mobile device up to the card reader. When checking out at participating merchants, access the mobile wallet app and select your Troy Bank & Trust debit card. It also allows you to make quick in-app purchases without having to enter your card information. (for specific wallet instructions – click on the icon located in the FAQs above)
Where Can I Use My Mobile Wallet?
The different Wallets are used at millions of grocery stores, boutiques, restaurants, and hotels that have NFC-enabled terminals that are updated to accept Apple Pay, Google Pay, Samsung Pay, Fitbit Pay and Garmin Pay. They can also be used online within Apps. For a list of merchants, please visit the links above for each Wallet.
Will The Card Image In My Mobile Wallet Match My Physical Card?
The image may not be an exact match, but this will not affect how your card works within your digital wallet.
How Do I Change My Default Card To My TB&T Debit Card?
The debit card associated with your iTunes® account or the first card you add to Passbook® is your default card. To change your default card:
Go to Settings > Passbook & Apple Pay
Tap Default Card.
Choose a new card.
How Will Transactions Appear On My Statement?
Transactions made through mobile wallets will appear as debit card transactions as they currently do on your statements today.
What Payment Information Will Appear On My Purchase Receipt?
Receipts for purchases made with mobile wallets may display the last four digits of your token, which is different from the last four digits of your payment card number.
I Want To Return Something I Purchased Using This Service. Can I?
Yes. The cashier can use the Device Account Number to find the purchase and process the return, just as they would with a traditional card. However, individual merchants’ return policies may vary.
Can I Add My Eligible Tb&T Debit Card To My Mobile Wallet On More Than One Device?
Yes, you can add your eligible TB&T Debit Card to the mobile wallet on multiple eligible devices.
Can I Store More Than One Tb&T Debit Card In Mobile Wallet?
Yes, you can add multiple eligible TB&T Debit Cards to your mobile wallet.
Will My Scorecard Debit Rewards Be Eligible With Mobile Wallet Transactions?
ScoreCard Debit Rewards will be eligible with Mobile Wallet Transactions. Troy Bank & Trust’s ScoreCard debit program is set up to only score on signature point-of-sale transactions. If the merchant submits a transaction as a PIN transaction, the cardholder will not earn bonus points for the transaction. If the merchant submits a transaction as a signature transaction, the cardholder will earn 1 point for every $2 spent for the transaction.
Who Do I Contact With Questions About My Mobile Wallet?
Please contact our Mobile Wallet Customer Support at:
844.644.8330 ● Hours: 7:30 am – 10:00 pm CT ● 7 days a week
Are Mobile Wallets Secure?
The safety and security of your account information is of the highest importance.
As a security measure, you will receive a “verification required” message when adding your card to any of these payment solutions. Once verified, an on-screen message will appear stating that the card is ready for use. This verification is part of our multi-layered approach to security in payments.
When you enter your card information in a mobile wallet it is encrypted, and a token is created, which is then used for transactions. The token replaces your card number, so it is never exposed.
When you make payments using a mobile wallet: Your full card number is not shown to the merchant. And all transactions are monitored by our risk and fraud detection systems.
Additionally, consumers will be required to set up a passcode or Touch ID for their device. You will need to unlock your device to make most purchases.
How Do Mobile Wallets Keep My Payment Information Secure?
By using tokens, mobile wallets prevent your payment card information from being exposed when making purchases. This reduces the risk of your payment data being stored or compromised because only the token is passed on and your payment card information is never shared with the merchant. In addition, if your device is ever lost or stolen, you will not need to cancel your payment card, only the token, which can be quickly disabled and then reissued.
In the event you lose your TB&T Debit Card or device, please contact our Mobile Wallet Customer Service at 844.644.8330 as soon as possible so that we can remove your payment card from your mobile wallet and your tokens from the lost or stolen device.
Will Merchants Receive My Physical Card Number?
No. When you add a card to your mobile wallet, it will be assigned a digital account number. Your mobile wallet will use this digital account number when you make a purchase.
Can I Remove The Token Or Digital Account Number Stored On My Device?
Yes, when you remove a payment card from the mobile wallet on your device, the token is also removed. Even though you remove your card from your mobile wallet, you will still be able to make purchases with your physical debit card.
Are My Mobile Wallet Transactions Protected Against Fraud?
Mobile wallet transactions come with 24/7 fraud monitoring and Visa® Zero Liability protection. Your mobile wallet transaction activity will be included in your SecurLOCK Equip™ account activity alerts.
What If My Card Is Lost Or Stolen?
Please contact the following as soon as you can to ensure your debit card number and token on your device is canceled:
- 844.644.8330 – Mobile Wallet Customer Service – deactivate the token on your device. Hours available 7:30 am – 10:00 pm CT, available 7 days a week
- 334.807.5110 or toll free at 888.258.8769 ext. 5110 – TB&T Customer Service Department cancel your debit card, order a new debit card and report fraud on your card – during normal banking hours
- 800.500.1044 – Non-banking hours Debit Card Fraud Department – cancel your debit card available 24/7
What If My Device Is Lost Or Stolen?
If your device is lost or stolen, please call our Mobile Wallet Customer Service at 844.644.8330 so we can quickly suspend or remove your payment cards from your mobile wallet and your tokens from the lost or stolen device. You can continue to use your physical plastic card without interruption.
What Should I Do When I Receive A New Or Replacement Card?
Currently when you receive a new card or replacement card with a new expiration date, you will need to go into your mobile wallet, delete your existing card and add your new card.
What Happens To My Mobile Wallet When I Replace, Sell, Or Give Away My Device?
When replacing, selling, giving away or disposing of your device, you should make sure to remove all payment cards from your mobile wallet. You may also perform a factory reset of your device to ensure all personal data including mobile wallet information is deleted. If you forget to do this, please contact our Mobile Wallet Customer Service at 844.644.8330 so that we can disable the token on your behalf.
What If I Am Having Trouble Adding A Card To My Mobile Wallet?
Contact our Mobile Wallet Customer Service at 844.644.8330 with your card information. For security reasons, you may need to provide additional verification.
What Are The Wearable Wallets – Fitbit Pay™ And Garmin Pay™?
Fitbit Pay is an easy way to make purchases at millions of stores around the globe—right from your watch, no phone or wallet necessary.
• Conveniently make purchases on the go without a wallet or smartphone.
• Compatible with iOS and Android smartphones for setup.
• Once a card is loaded and activated, you can leave your phone at home.
• Uses industry-standard tokenization to help keep your info private.
• Shop confidently with the fraud protection given to your debit card.
• Private information is never shared with retailers or Fitbit.
• Works at millions of retailers worldwide—anywhere that accepts contactless payments.
• Add up to 6 credit or debit cards to your Wallet in the Fitbit app.
• See your latest Fitbit Pay transactions right in the Fitbit app.
No cash? No problem. With Garmin Pay contactless payment solution, you can leave your wallet or even your smartphone at home, and make purchases using only your smartwatch. Available almost anywhere you can tap your card, your Garmin Pay wallet is quick to access from the watch menu with just a few quick taps.
• Lets you leave cash, cards and your smartphone at home
• Available almost anywhere you can tap your card to pay
• Fast access; make contactless payments with a few quick taps
Where Can I Use Fitbit Pay And Garmin Pay?
Use Fitbit Pay and Garmin Pay to purchase items in any store that accepts contactless payments. To determine if the store accepts Fitbit Pay and Garmin Pay, look for this symbol on the payment terminal:
For more information about Fitbit Pay and Garmin Pay, please see the support links in the FAQs above – click on the icon and Set Up link to view the support links.
What is ScoreCard Debit Rewards?
ScoreCard Debit Rewards is a program in which you earn points for the transactions you are already making! With ScoreCard Debit Rewards, you simply use your Troy Bank & Trust Visa® Debit Card in a credit (signature-based) transaction. When you are asked for your PIN (Personal Identification Number) or prompted to choose “credit” or “debit,” choose “credit” and sign the sales receipt when available. In some cases, such as paying for gas at the pump, you won’t need to sign a receipt. For every $2.00 you spend in a credit transaction, you’ll earn 1 point to redeem for merchandise, travel, and other rewards. In addition to earning valuable points, ScoreCard Debit Rewards also gives you the protection of your signature in cases of disputed card charges and identity theft. Selecting “credit” does not make your debit card a credit card. It will come out of your bank account the same as if you had selected “debit.”
How do I enroll in ScoreCard Debit Rewards, and when do I start earning points?
No enrollment is necessary. ScoreCard Debit Rewards comes as a feature of your Troy Bank & Trust Visa Debit Card. Your points start when you first use your debit card as a signature-based transaction.
What if I don’t want to be a part of ScoreCard Debit Rewards?
No action by you is necessary. Simply use your card as normal and don’t sign onto the Scorecard Rewards website and your points will accumulate and not be used. But how much fun would that be?
How do I sign onto the Rewards website?
Go to our website, www.troybankandtrust.com, and click on the ScoreCard link OR go directly to www.scorecardrewards.com and enter your first and last name, the last 8 digits of your debit card number, and your zip code. To enter the website faster, you can create a login ID by clicking on the “create login/password” link at the bottom of the New User/No Login ID box.
What if the website locks me out? Who can help me?
The website should not lock you out. If you do not remember your username and/or password, click the link to log in without an ID. The site will allow you to enter you’re your First Name, Last Name, last 8 digits of debit card number and zip code. If you still cannot log in, call ScoreCard Customer Service at 1-800-854-0790.
How do I know how many Points I have?
Point balances are always available on www.scorecardrewards.com or you may call ScoreCard Customer Service at 1-800-854-0790 to verify your balance. It takes up to three days for points to load on the website after a purchase.
How are Points calculated?
The Program Administrator will round the points up if the cents portion of the dollar amount is $.50 or more and will round down if the cents portion is less than $0.50. Based on an example of scoring 1 Point for $2 for signature Debit Card purchases, the system will score as follows: If a cardholder makes a transaction worth $25.30, the system will first multiply the dollar amount of the transaction by the amount of Points awarded per dollar, which for a Check Card is .5. The resulting number is then rounded to determine the Points that may be awarded: $25.30 x .5 = $12.65, which is then rounded up to $13.00, resulting in 13 Points.
Do my Points expire?
As long as your Troy Bank & Trust Visa Debit Card account is open and the Rewards Program has not ended, your ScoreCard Reward Points have a 5-year expiration date. The expiration of points will occur annually in October and you will be notified beginning 6 months prior to the expiration of points. However, if your Troy Bank & Trust checking account is closed for any reason, any unredeemed Points remaining on the date of account closure are forfeited and expire. If the Rewards Program is to end for any reason, you will be notified. In that event you will have at least 60 days to redeem your Points. After this redemption period, any unredeemed Points will expire.
How am I notified of the number of Points that I have accumulated?
Point information is communicated in an easy-to-read format on an annual paper statement that we will mail to you. We will also email you updated point information to the email address we have on file for you. You may also obtain Points information by visiting www.scorecardrewards.com or by calling ScoreCard at 1-800-854-0790.
If I don’t have enough Points for the Award item I want, can I buy the extra Points I need?
Yes. Additional Points are available for purchase to complete a point redemption purchase at www.scorecardrewards.com.
Are earned Points redeemable for cash?
No. Points are not redeemable for cash. However, Points can be redeemed for a wide variety of travel and merchandise Awards, including gift certificates. Visit www.scorecardrewards.com to view a complete list of available Awards.
If I close my account, how long do I have to redeem the Points?
If your account is closed, by you or us, for any reason, any unredeemed Points remaining on the date of account closure are forfeited and expire.
When can I order Awards?
You may order Awards anytime during the program as long as your account is in good standing (that is, not delinquent, in default, canceled, closed or otherwise inactive) and you have enough Points to redeem the requested Award. The minimum number of points required to redeem awards is 2,000 points.
How do I order Awards?
For merchandise Awards you can print an order form from www.scorecardrewards.com. Simply complete the form, including all information requested, and mail to the address printed on the form. You may also order merchandise Awards using the online shopping feature at www.scorecardrewards.com. The minimum number of points required to redeem awards is 2,000 points.
I don’t have access to a computer. How can I redeem my points?
We have a ScoreCard Debit Rewards Catalog that we can mail to you. There are six award options at several point levels. Just fill out the form that comes with the catalog and mail it to ScoreCard Rewards Headquarters.
Whom should I contact if I have questions regarding redeeming Points under the ScoreCard Debit Rewards Program?
Call ScoreCard Customer Service at 1-800-854-0790.
If I order more than one item, will they be shipped together?
We cannot guarantee that items will be shipped together. You may receive several shipments to complete your order.
What if the item I order is not available?
Sometimes ordered items are on backorder with the manufacturer. If the backorder is for a short period, such as two weeks, we will notify you of your backorder status and ship the item once it is available. If the backorder status is going to be longer, we may contact you to allow you to select an alternate Award or you may elect to cancel your order and have the Points added back to your ScoreCard Debit Rewards account.
For merchandise Awards, how long after I place my order should I expect to receive the ordered items?
Generally, merchandise Awards will be shipped from the Award Headquarters via a parcel delivery service or by the U.S. Postal Service and should arrive no more than 4-6 weeks after your order is received. Some items may be shipped directly from the manufacturer. You will be notified if there is a delay in filling your order.
What happens if my merchandise Award arrives damaged?
Please check your packages closely for any apparent damage before signing to accept a package. If there is damage, please write a note on the delivery receipt before signing to accept the package. If after you open the package you find the merchandise is damaged, please follow the directions on the packing slip included with your shipment and notify Award Headquarters. You will be given instructions and a return authorization number to return the merchandise for replacement.
Where can I get a complete list of available merchandise Awards?
Troy Bank & Trust has a complete list at www.scorecardrewards.com .
Can I change or return my airline ticket if my plans change after the ticket is issued?
You may not return a ticket to ScoreCard Award Headquarters but you may contact an airline directly for changes. Any change is subject to the rules and regulations of the particular airline and is subject to change fees and penalties they may impose, if any.
With a schedule that does not allow me to stay over a Saturday night or to book the reservation 21 days in advance, can I still get an airline ticket?
The US 48/Canada point value provides you with the alternate choice to have a credit of up to $325 applied toward the purchase of an airline ticket to any destination, in any class of service, on any airline, at any time with no restrictions. The purchase of this “full option” ticket will require you pay an additional $25 service fee and any additional monies owed up to the full value of the ticket selected.
Is the Federally imposed Security fee included with my free/ full-option ticket?
No, like all the free airline frequent flyer tickets you are responsible for that fee. It will be collected at the time of booking the ticket and will be $2.50 per segment flown and will not exceed $5.00 per one-way or $10.00 per round trip.
1. What is Zelle?
Zelle is a fast, safe and easy way to send money directly between almost any bank accounts in the U.S., typically within minutes1. With just an email address or U.S. mobile phone number, you can send money to people you trust, regardless of where they bank2.
2. Who can I send money to with Zelle?
You can send money to friends, family and others you trust2.
Since money is sent directly from your checking account to another person’s bank account within minutes1, 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 phone number.
3. How do I use Zelle?
You can send, request, or receive money with Zelle. To get started, log into your mobile banking app and select “Send Money with Zelle®”. Following the prompts, enter the information requested, accept the terms and conditions, and you’re ready to start sending and receiving with Zelle.
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 phone number), add the amount you’d like to send and an optional note, review, then hit “Send.” In most cases, the money is available to your recipient in minutes1.
To request money using Zelle, choose “Request,” select the individual from whom you’d like to request money, enter the amount you’d like to request, include an optional note, review and hit “Request”3.
To receive money, just share your enrolled email address or U.S. mobile phone number with a friend and ask them to send you money with Zelle.
4. Someone sent me money with Zelle, how do I receive it?
If you have already enrolled with Zelle, you do not need to take any further action. The money will move directly into your bank account, typically within minutes1.
If you have not yet enrolled with Zelle, follow these steps:
- Click on the link provided in the payment notification you received via email or text message.
- Select your bank or credit union’s name.
- Follow the instructions provided on the page to enroll and receive your money. Pay attention to the email address or U.S. mobile phone number where you received the payment notification – you should enroll with Zelle using that email address or U.S. mobile phone number to ensure you receive your money.
5. What types of payments can I make with Zelle?
Zelle is a great way to send money to friends, family and people you are familiar with such as your personal trainer, babysitter or neighbor2.
Since money is sent directly from your checking account to another person’s bank account within minutes1, Zelle should only be used to send money to people you trust.
Neither Troy Bank & Trust, 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.
6. How do I get started?
It’s easy — Zelle is already available in your mobile banking app! Check your app and follow a few simple steps to enroll with Zelle today. You must be 18 years or older, have a Troy Bank and Trust checking account and also be an Online Banking & Mobile Banking customer.
7. What if I want to send money to someone whose bank or credit union doesn’t offer Zelle?
You can find a full list of participating banks and credit unions live with Zelle here.
If your recipient’s bank or credit union isn’t on the list, don’t worry! The list of participating financial institutions is always growing, and your recipient can still use Zelle by downloading the Zelle app for Android and iOS.
To enroll with the Zelle app, your recipient will enter their basic contact information, an email address and U.S. mobile number, and a Visa® or Mastercard® debit card with a U.S. based account (does not include U.S. territories). Zelle does not accept debit cards associated with international deposit accounts or any credit cards.
8. How does Zelle work?
When you enroll with Zelle through your banking app, your name, your financial institution’s name, and the email address or U.S. mobile number you enrolled is shared with Zelle (no sensitive account details are shared – those stay with your bank or credit union). When someone sends money to your enrolled email address or U.S. mobile phone number, Zelle looks up the email address or mobile number in its “directory” and notifies your financial institution of the incoming payment. Your bank or credit union then directs the payment into your bank account, all while keeping your sensitive account details private.
9. Can I use Zelle internationally?
In order to use Zelle, the sender and recipient’s bank accounts must be based in the U.S.
10. Can I cancel a payment?
If your recipient has not yet enrolled with Zelle, the payment will remain pending and the money will not move from your account. If the recipient does not enroll within 14 days, the payment will expire, and the transaction will need to be made again.
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. If you aren’t able to get your money back, call our customer support team at (855) 212-3440 so we can help you.
11. How long does it take to receive money with Zelle?
Money sent with Zelle is typically available to an enrolled recipient within minutes1.
If you send money to someone who isn’t enrolled with Zelle, they will receive a notification prompting them to enroll. After enrollment, the money will move directly to your recipient’s account, typically within minutes1.
If your payment is pending, we recommend confirming that the person you sent money to has enrolled with Zelle and that you entered the correct email address or U.S. mobile phone number.
If you’re waiting to receive money, you should check to see if you’ve received a payment notification via email or text message. If you haven’t received a payment notification, we recommend following up with the sender to confirm they entered the correct email address or U.S. mobile phone number.
Still having trouble? Call our customer support team at (855) 212-3440 so we can help you.
12. Will the person I send money to be notified?
Yes! They will receive a notification via email or text message.
13. Is my information secure?
Keeping your money and information safe is our top priority. When you use Zelle within your mobile app, your information is protected with the same technology we use to keep your bank account safe.
14. 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 for these types of transactions.
These transactions are potentially high risk (just like sending cash to a person you don’t know is high risk). Neither Troy Bank & Trust 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.
15. What if I get an error message when I try to enroll an email address or U.S. mobile number?
Your email address or U.S. mobile phone number may already be enrolled with Zelle at another bank or credit union. Call our customer support team at (855) 212-3440 and ask us to move your email address or U.S. mobile phone number from the financial institution where you initially enrolled to your desired bank account so you can use it for Zelle.
Once customer support moves your email address or U.S. mobile phone number, it will be connected to your account at the financial institution you requested so you can start sending and receiving money with Zelle.
16. Can I pay a small business with Zelle?
Some small businesses are able to receive payments with Zelle. Ask your favorite small business if they accept payments with Zelle. If they do, you can pay them directly from your mobile banking app using just their email address or U.S. mobile number.
Neither Troy Bank & Trust, nor Zelle, offers a protection program for any authorized payments made with Zelle, so you should only send money to people (and small businesses) you trust. Also, always ensure you’ve used the correct email address or U.S. mobile number when sending money.
1 Transactions typically occur in minutes when the recipient’s email address or U.S. mobile number is already enrolled with Zelle.
2 Must have a bank account in the U.S. to use Zelle.
3 In order to send payment requests or split payment requests to a U.S. mobile number, the mobile number must already enrolled with Zelle.
Zelle and the Zelle related marks are wholly owned by Early Warning Services, LLC and are used herein under license.