Frequently asked questions for Mobile Banking

Heritage Oaks Bank is excited to announce the launch of the mobile app for Android and iPhone. We designed the mobile app for quick access to the most common Online Banking features and functions. The app’s functionality will gradually increase, as we’ll begin with basic functions and add features over time.

Here are some frequently asked questions:

Is Mobile Banking free?
Yes! Mobile Banking is free of charge. You may incur data (Internet) or text message charges from your wireless carrier.

Is Mobile Banking safe?
Yes! Mobile Banking is safe and secure. Mobile Banking is protected with security technology. No identifiable personal information, such as your account number, will be sent or stored on your device. We have, however, additional suggested security controls you may utilize detailed at the end of this FAQ.

What if my device is lost or stolen?
Even though account information is not stored on your device, there are a few steps you can take to suspend Mobile Banking access. You can log into Heritage Oaks Bank Online Banking and select the Mobile Banking tab to access the maintenance functions of Mobile Banking. If you cannot quickly get access to Heritage Oaks Bank Online Banking, you can contact customer service at 805.369.5200 option 4.

Can I safely recycle or dispose of my device if it has Mobile Banking on it?
Although your information is not stored on your mobile device, we recommend you delete any text messages and clear any browser history from the device before recycling or disposing.

How do I reset my Online Banking Password for Mobile Banking?
To reset your Online Banking password you will need to access www.heritageoaksbank.com from a computer. Select the Forgot Password link in the login box and follow the on-screen prompts. You can also contact customer service at 805.369.5200 option 4 or send a secure message via the Online Banking system to reset your password.

Who do I contact for assistance in setting up Mobile Banking? You can call a customer service representative at 805.369.5200 option 4 or send a secure message via the Online Banking system.

Will the app work on my iPad or Android tablet?
Yes! However, because the app is primarily designed for mobile phones, tablet functionality may be limited. A tablet-specific app is under development and we will announce when it becomes available.

Will the app allow me to take pictures of my checks for deposit to my account?
The app is not designed to work as a remote capture system, but mobile capture is on our roadmap for development in 2013.

Can I access my Online Bill Pay to pay bills online with the app?
While the app doesn’t currently have this feature, we are researching the option of a “mobile wallet” like this for future development.

Can I initiate an ACH or Wire transaction through the app?
Yes! All you need to do is establish the recipients through the standard Online Banking system outside the app.

Don't see the answer to your question? Email or call us at 805.369.5200, option 4.

Additional Security Recommendations

For general security, we do recommend that you take preventative action to protect your personal information on your mobile device. Below are some tips for how to better protect your device and your information:

Apple

  • When you set your passcode on your iPhone, you can do a few things to make it as strong as possible: Turn off the simple passcode feature so you can enter more than a 4 digit passcode. Set the Auto Lock feature to require a new passcode after a set period of time. We recommend no longer than 5 minutes.
  • In conjunction with Auto Lock, also set the Require Passcode feature which activates after the display has been idle for a certain period of time or if you press the iPhone Sleep button. You will be required to enter a passcode on wakeup. 
  • Enable Data Erase by setting the number of failed passcodes that can be entered prior to all data being erased from the phone. We recommend you do not allow more than 10 attempts. Note: As long as you regularly back up your device by syncing with iTunes, you will not lose your data.
  • Set up "Find my iPhone" to help you locate your phone if it gets lost and to remotely wipe information from the iPhone.
  • Only connect to networks you trust. To ensure you don't randomly connect to available Wi-Fi networks, set the "Ask to Join Networks" function. 
  • For applications that contain sensitive data, set a separate passcode (different than any others you are using) for each application.
  • Delete any messages with sensitive information.
  • Only download applications from the Apple App Store.
  • Apple's iCloud service offers backup for your Apple devices with iOS5 or above. Once you set the service up, it encrypts your data and backs up daily as long as you are connected to the Internet via wi-fi, are connected to a power source and have your screen locked.
  • Apple provides updates to the operating system which may contain security patches. To receive the latest updates, connect to iTunes. If you are running iOS5 or greater, you can receive these updates over the air by using Settings/General/Software Updates.
  • For more information about how to protect your Apple device, visit the Apple security page.

Android

  • On an Android, create a password that is easy for you to remember, but difficult for others to guess.
  • Set the "Lock phone after" feature (Note: feature names may differ depending on your device) to require a new password after a set period of time. We recommend no longer than 5 minutes.
  • Turn off the "Visible Passwords" feature to keep your password from displaying on the screen so others can't easily learn your password.
  • Turn off "use secure credentials" which automatically allows applications to access secure certificates and credentials.
  • Turn off "Wi-Fi" when you are not connecting to a wireless network to ensure you don't inadvertently connect to a wireless network. 
  • We recommend you only download applications from trusted app stores such as Google Play or the Amazon App Store. There are other app stores selling Android apps; take the time to research them prior to downloading.
  • Delete any messages with sensitive information.
  • Set a separate password for every application you access that contains sensitive data or information.
  • Google provides updates to the Android operating system which may contain security patches. Check with your service provider or the manual that came with your device for information on how to get the most recent updates. For many devices, the updates are automatically provided.
  • For more information about how to protect your Android, visit the Android security page.