Frequently Asked Questions

With Arvest Mobile Banking, you can view account balances, view account history, transfer money, and view and pay bills from your mobile device or telephone.

Yes. For security purposes, Mobile Banking enrollment takes place within Arvest online banking. Once logged into online banking, select the "Mobile Banking" tab.

In addition to being an Arvest customer to use Arvest Mobile Banking, there are a few other requirements. You must have your wireless service, including data download access with AT&T or Verizon to run the Mobile Banking application. In addition, older phones may not work with Mobile Banking. To see a list of supported phones, view our updated mobile device listing.

Mobile Banking enrollment takes place after you log on to Arvest Banking on the Net and activate your mobile device. You must have a supported device and be able to access the Internet from your mobile device in order to enroll in Arvest Mobile Banking. To enroll, log into online banking, and select the "Mobile Banking" tab. Follow the steps to enroll, download and install the Mobile Banking application on your mobile device.

The time zone defaults to EST at the time of the download and installation of Mobile Banking. The time zone is a configurable option on the mobile device located under Settings within the Mobile Banking application. The subscriber can select the time zone for their Mobile Banking application. Once the subscriber changes the time zone, the balances will reflect the new time zone immediately.

1. Select Add Device in the Mobile Device Summary section
2. Enter your mobile device information
3. Select Continue
4. Verify mobile device information is correct
5. Select Continue and an initialization code will be presented to you with instructions for downloading the application.
6. On your mobile device, locate the Mobile Banking application and follow the prompts to download and install.

Important: If you have multiple providers (financial institutions) in the Mobile Banking application, you will need to complete the following process for all of your other providers (financial institutions).

1. Access the 2nd provider's (financial institution's) online banking site, select Mobile Banking and you will be presented with the Mobile Banking Summary page.
2. Select Add Device in the Mobile Device Summary section.
3. Enter your device information
4. Select Continue
5. Verify device information is correct
6. Select Continue and you will be presented with the message: "Mobile Banking records indicate this device number already exists. Please select the appropriate option below and select Continue"
   • I am an active Mobile Banking subscriber with another provider
   • I previously used Mobile Banking, but am no longer an active subscriber
   • I have never used Mobile Banking
7. Select "I am an active Mobile Banking subscriber with another provider"
8. Select Continue and you will be presented with the Provider Activation screen which contains the 8-digit provider activation code
9. On your mobile device, access the Mobile Banking application and from the My Accounts page select Options
10. Select Add Provider
11. On the Add Provider screen enter the Activation Code on the mobile device; select Options
12. Select Activate and you will be presented with the Confirmation screen that includes the message: "The activation code was accepted; please select OK to retrieve account data."
13. Select OK; you will be presented with the provider's home screen.
14. Select View Information to access account balances

Arvest does not charge any fees for Mobile Banking. Your Wireless Operator connectivity and usage rates may apply for accessing data. Contact your wireless service provider for more details.

No. You can view all accounts through Mobile Banking that you view through online banking except for loans or mortgages. When you enroll in Mobile Banking, you select the accounts that you wish to access in the Mobile Banking application. You may add or remove accounts that you access through Mobile Banking in the Mobile Banking section within Banking on the Net.

If you are already signed up for Mobile Banking, you can manage your accounts access by doing the following:

1. Log in to online banking and select the "Mobile Banking" tab.
2. In the Accounts Summary section, check the boxes of the accounts you wish to access through Mobile Banking. Uncheck the boxes of the accounts you no longer wish to access through Mobile Banking.
3. Select Save Changes
4. If an account, that is not a loan or mortgage, does not appear in the account list, contact Arvest to make sure the account is currently accessible through Mobile Banking.

You can view all accounts through Mobile Banking that you view through online banking except for loans or mortgages. When you enroll in Mobile Banking, you select the accounts that you wish to access in the Mobile Banking application. You may add or remove accounts that you access through Mobile Banking in the Mobile Banking section within Banking on the Net.

If you are already signed up for Mobile Banking, you can manage your accounts access by doing the following:

1. Log in to online banking and select the "Mobile Banking" tab.
2. In the Accounts Summary section, check the boxes of the accounts you wish to access through Mobile Banking. Uncheck the boxes of the accounts you no longer wish to access through Mobile Banking.
3. Select Save Changes
4. If an account, that is not a loan or mortgage, does not appear in the account list, contact Arvest to make sure the account is currently accessible through Mobile Banking.

The account nicknames displayed in Mobile Banking are the account names received through the interface with Banking on the Net. However, you can change the nickname of any account in the Mobile Banking section within online banking. Changing the account nickname in Mobile Banking does not change the account nickname in online banking.

1. Log in to online banking and select the "Mobile Banking" tab.
2. In the Accounts Summary section, change the account nickname by clicking in the nickname field and typing in the nickname you wish to assign this account.
3. Select Save Changes

You must be able to view the account in online banking before you can access it through Mobile Banking. If you open new accounts after enrolling in Mobile Banking, contact Arvest to request access to the new account in online banking. You may add or delete Mobile Banking accounts from the Mobile Banking section within online banking.

1. Log in to online banking and select the "Mobile Banking" tab.
2. In the Accounts Summary section, check the boxes of the accounts you wish to access through Mobile Banking. Uncheck the boxes of the accounts you no longer wish to access through Mobile Banking.
3. Select Save Changes
4. If an account, that is not a loan or mortgage, does not appear in the account list, contact Arvest to make sure the account is currently accessible through Mobile Banking.

Yes. As long as an individual has an online banking account and a supported mobile device, they can have a Mobile Banking account. Each account owner must enroll in Mobile Banking through their online banking account.

Mobile history is accessed from the Options menu on the My Accounts screen. Upon selecting Mobile History, you will see the last five transactions completed successfully using the Mobile Banking application.

If there is no mobile history you will be presented with the message "There is no mobile history for this mobile client." Mobile history is visible only on the mobile device.

You can access account history from the My Accounts page. Highlight the account you wish to view, select Options and then View Details.

The Account Balances screen displays the date and time of the balance information. At the time of the download and installation of Mobile Banking, all times default to EST. You may configure the time zone through the Settings menu within the Mobile Banking application. Once you change the time zone, the balances will reflect the new time zone immediately.

You may select Refresh to get an updated balance. If the Mobile Banking application is offline, the Account Balances screen will display the last successful date and time that the device connected to the Mobile Banking server.

Yes. You can have multiple mobile devices to view your accounts in Mobile Banking. To add a mobile device to your account, follow the instructions below:

1. Access online banking and select the "Mobile Banking" tab.
2. In the Mobile Device Summary section, click on Add Device and you will be presented with an Enter your Mobile Device Information page.
3. Select your mobile device provider
4. Select your mobile device (Manufacturer and Model).
5. Enter your mobile device phone number:
6. Select Continue and an initialization code will be presented to you with instructions for downloading the application.
7. On your mobile device, locate the Mobile Banking application and follow the prompts to download and install.

The Mobile Banking Outbox displays transfers and bill payments that were initiated when the Mobile Banking application was offline. Once a signal is obtained, you will be reminded that you have Outbox transactions pending at the next login/logout of the Mobile Banking application. You can edit or delete any Outbox transfer/payment before sending it to the server for processing.

During login and/or logout, you will be notified that there are existing Outbox items. You will be presented with a message: "You have payments waiting in your Outbox."

• At logout, you can choose to go to the Outbox or to Exit the application.
• At login, you can choose to go to the Outbox or to the My Accounts screen.
• If you select Outbox you will be presented with the Outbox summary screen, which will contain any transactions you have performed while offline.
• You can choose Select to view a specific transaction or Send All to process all transactions in the Outbox.
• While in View Mode, you have the option to Edit or Delete the transaction.

An offline indicator will appear on the My Accounts and the Balances page next to the account balance. If you are attempting a transfer or bill payment, you will receive a message that the application is offline. The mobile device is currently unable to communicate with the Mobile Banking application server. This could be due to lack of signal, no data connection on the mobile device, or a problem with the Mobile Banking application servers. Any attempted transactions will go to the Outbox. If the Mobile Banking application is offline, the balances screen will display the last successful date and time that the device connected to the Mobile Banking server.

Synchronize enables you to retrieve the latest eBills, balances and account information. Synchronize will also trigger the prompting for transactions that exist in the Outbox.

1. On your mobile device access the Mobile Banking application and you will be presented with the My Accounts page.
2. Select Options
3. Scroll down and highlight Transfer
4. Press the center select key and you will be presented with the Transfer screen
5. Select an account from the From drop down box.
6. Press the down arrow on the mobile device to highlight the To drop down box.
7. Select an account from the To drop down box.
8. Enter the dollar and cents amount in the Amount field.
9. Select Options; highlight Transfer
10. Press the center select key and you will be presented with a Transfer Confirmation screen message. Review the transfer information to make sure it is accurate.
11. Select OK to be taken to the Balances menu where you can verify the account balances.

or

1. On your mobile device access the Mobile Banking application and you will be presented with the My Accounts page.
2. Select Arvest name from the Options menu on the My Accounts page. You will be presented with the Arvest page with the following options:
   View Information
   Make Transactions
3. Select Make Transactions and you will be presented with the Make Transactions menu containing the following options:
   Transfer to Account
   Pay eBills
   Pay Biller
4. Highlight Transfer to Account; click Select and you will be presented with the Transfer page with the highlighted account in the From and To drop down box. Note: If you select Back this will return you to the Make Transactions menu.
5. Select an account from the From drop down box.
6. Press the down arrow on the mobile device to highlight the To drop down box.
7. Select an account from the To drop down box.
8. Enter the dollar and cents amount in the Amount field.
9. Select Options; highlight Transfer
10. Press the center select key and you will be presented with a Transfer Confirmation screen. Review the transfer information to make sure it is accurate.
11. Select OK to be taken to the Balances menu where you can verify the account balances.

Mobile Banking transfer requests are transmitted to the bank when you initiate it on your mobile device and the bank receives it via the mobile network. Any interruption in the mobile network could delay the request being received by Arvest. Transfers made after 7:00 PM will post on the next business day.

No, currently you can only transfer funds between your accounts at Arvest.

There is no maximum transfer limit between your Arvest accounts.

Transfers and bill payments initiated while the Mobile Banking application is offline go to the Mobile Banking application's Outbox. You will be presented with a message, "Due to the application being offline, we are unable to process the transfer. The item has been placed in the Outbox." Once a signal is obtained, you will be reminded that you have Outbox transactions pending at the next login/logout. You can edit or delete any Outbox transfer/payment before sending it to the server for processing.

Yes, you can view and pay bills through Mobile Banking. You must be enrolled in Arvest's Online Bill Pay to view and pay bills through Mobile Banking.

Upon the successful completion of the bill payment, a confirmation message displays on your screen. The confirmation message includes the biller, the transaction amount, the account nickname, the payment date, and the confirmation number.

eBills are those presented to you electronically by the Biller within your online Bill Pay account in online banking. eBills will be displayed by the date and amount due as presented by the Biller. You may edit the amount to pay in Mobile Banking by changing the Amount fields.

Pay Biller enables you to pay any biller you have set up in Bill Pay within online banking. You may indicate the amount you wish to pay in the Amount field, however, there is no due date to set or change. The payment is sent the next available payment date.

1. On your mobile device, access the Mobile Banking application and you will be presented with the My Accounts page.
2. Select Options and highlight Arvest.
3. Press the center select key to access Arvest's main menu screen.
4. Select Make Transactions
5. Select Pay eBills and you will be presented with a list of billers (in alphabetical order) with pending eBills
   Note: The first eBill will be highlighted by default. If there are no current bills, you will be presented with a message: "You do not have any ebills due at this time."
6. Highlight the biller and press Select. The following fields will display:
   • Biller Nickname
   • Due Date
   • Amount
     Note: the Amount field is pre-populated with the amount due supplied by the biller. The amount due may be changed.
   • Select the bill pay funding account you want to use to pay the bill
7. Select Options; highlight Pay
8. Press the center select key and you will be presented with a Bill Pay Confirmation screen. Review the payment information to make sure it is accurate.
9. Select OK to be returned to the Make Transactions menu

1. On your mobile device, access the Mobile Banking application and you will be presented with the My Accounts page.
2. Select Options and highlight Arvest.
3. Press the center select key to access Arvest's main menu screen.
4. Select Make Transactions
5. Select Pay Biller
6. Select the biller nickname from the dropdown list
7. Enter the dollars and cents in the Amount fields
8. Select the bill pay funding account you want to use to pay the bill
9. Select Options and highlight Pay
10. Press the center select key and you will be presented with a bill pay confirmation screen. Review the payment information to make sure it is accurate.
    Note: the payment date is the first available payment date.
11. Select OK to be returned to the Make Transactions menu

If you signed up for online Bill Payment after enrolling in Mobile Banking, access Arvest Banking on the Net and select the "Mobile Banking" tab. This action will update the bill pay information within Mobile Banking.

By default, all Billers are activated for selection during the enrollment process. A Biller that is added in the Bill Pay application of online banking is activated in Mobile Banking by default. Subscribers can access the web component of Mobile Banking from Arvest's online banking to remove Billers that they do not wish to display within Mobile Banking.

Most likely, the eBill has a due date in the past or the due date is too close for the bill pay provider to process. Because you cannot change the payment date on the Mobile Banking application, you can navigate to the "Pay Biller" feature and complete the payment. The payment will process on the next available payment day.

The payment will be sent on the next available payment day.

Contact Arvest customer support for assistance.

You must be enrolled in the Bill Pay application through your Arvest online banking to view and pay bills through Mobile Banking. A Biller that is added through the Bill Pay application of online banking is activated in Mobile Banking by default. You must access the web component of Mobile Banking in order to remove the newly added Biller if you do not want to display it in Mobile Banking.

All active Billers in your online Bill Pay account are accessible to view and make payments through Mobile Banking. You can access the web component of Mobile Banking to remove the Biller if you do not want to display it in Mobile Banking.

To remove the Biller:

1. Access Arvest Banking on the Net
2. Select the "Mobile Banking" tab
3. Highlight the Biller
4. Uncheck the "Activate on Mobile Device?" checkbox
5. Select Save Changes

Yes. Mobile Banking is safe. Your Mobile Banking application is protected with two-factor authentication and encryption of offline storage. Mobile banking requires a 6-digit PIN to access the application. All data placed into local storage on the mobile device is first encrypted. This ensures that if the mobile device is lost or stolen, the data stored locally for the Mobile Banking application is unreadable.

The Mobile Banking PIN must be a 6-digit number. For security reasons the PIN cannot be comprised of all the same digits (111111), nor sequential digits (123456, 345678, etc.).

After the third invalid PIN entry, the Mobile Banking application will become locked. You can unlock or reset your PIN on the Mobile Banking screen within online banking.

1. From the Main Menu on the mobile device select Settings
2. Select Change PIN
3. Enter Current PIN
4. Enter New PIN yea
5. Confirm New PIN
6. Select Options; Highlight Change PIN; press the center select key and you will be presented with the message: "PIN changed successfully."

You can unlock your PIN on the Mobile Banking page within online banking. Follow the steps below to unlock your PIN.

1. Log in to online banking and select the "Mobile Banking" tab.
2. Select the mobile device number that is locked out in the Mobile Device Summary section.
3. Select Unlock PIN and you will be presented with a message, "Use Unlock PIN if you know your existing Mobile Banking PIN. If you do not know your PIN, the mobile device will need to be reset. Select Unlock PIN to unlock Mobile Banking or select Cancel to return to the Mobile Banking Summary page to reset the device."
4. Select Unlock PIN and you will be presented with the message: "The Mobile Banking application has been unlocked. Access the application on the mobile device with the existing PIN in order to complete the unlock process."

If you've forgotten your PIN you can reset your PIN on the Mobile Banking screen within online banking. Reset Device will reset your mobile device and allow you to create a new PIN. The Mobile Banking content will be inaccessible until you enter the Reset Code on the mobile device and create a new PIN.

1. Log in to online banking and select the "Mobile Banking" tab.
2. Select the mobile device number that is locked out in the Mobile Device Summary section.
3. Select Reset Device.
4. You will be presented with the following message: "Reset Device will reset your mobile device and allow you to create a new PIN. The Mobile Banking content will be inaccessible until you enter the Reset Code on the mobile device and create a new PIN. Continue?"
5. Select Yes and you will be presented with the following message: "The Mobile Banking application has been reset. Locate and turn on your phone. Please open the Mobile Banking application and enter the following reset PIN code. After successfully entering this code, you will be prompted to enter and confirm a new PIN for accessing your Mobile Banking application."
   • Note: If you have multiple providers in the Mobile Banking application, you will be presented with a grey pop up message, "Mobile Banking records indicate this device contains multiple providers. Once you have entered the Reset Code for this provider, you will need to activate the device at each additional provider in order to re-activate those providers within the Mobile Banking application." Select OK
6. On your mobile device, access the Mobile Banking application and enter any 6 digit code in the PIN field; select Options and then Login. You will be presented with a Reset screen with a message, "Enter Reset Code"
7. Enter the 8 digit reset PIN code.
8. After successfully entering the reset PIN code, you will be prompted to create and confirm a new PIN.

Important: If you have multiple providers (financial institutions) in the Mobile Banking application, you will need to complete the following process for all of your other providers (financial institutions).

1. Access the 2nd provider's (financial institutions) online banking site, select Mobile Banking and you will be presented with the Mobile Banking Summary page.
2. Select the mobile device with a Mobile Client Status of Needs Activation
3. Select Activate Device and you will be presented with a message, "Mobile Banking records indicate this device contains multiple providers. You will need to activate the device at each provider in order to access that provider within Mobile Banking. Are you sure you want to continue?"
4. Select Yes and you will be presented with the Provider Activation page which contains the 8 digit activation code
5. On your mobile device, access the Mobile Banking application and from the My Accounts page select Options then Add Provider. You will be presented with the Add Provider screen
6. Enter the Activation Code on the mobile device; select Options then Activate and you will be presented with the confirmation message: "The activation code was accepted; please select OK to retrieve account data."
7. Select OK and you will be presented with the financial institution's home screen. Select View Information to access account balances

To view all of the accounts from all of the providers (financial institutions) return to the My Accounts page. Select Back until you see the My Accounts page.

Note: If you do not have access to online banking, you may contact your financial institution's customer support for assistance.

Yes. The reset PIN code expires one hour from the time it is generated. If the PIN code has expired, perform the Reset Device function again to generate a new reset code.

The reset PIN code expires one hour from the time it is generated. If the PIN code is lost or expired, perform the Reset Device function again to generate a new reset PIN code.

No. Just as with online banking, all account data resides at your financial institution. All data placed into local storage on the mobile device is first encrypted. This ensures that if the mobile device is lost or stolen the data stored by the Mobile Banking application in local storage is unreadable.
Only demographic information, such as account nicknames, is stored locally on your mobile device.

No. 128-bit SSL encryption protects your information as it travels from your mobile device to the bank. The 128 bit SSL encryption technology is the same encryption that safeguards internet traffic for secure web applications.

No. For security reasons, the Mobile Banking application requires you to enter a 6-digit PIN with every login to the application.

If someone finds your mobile device and tries to guess your PIN, they only have three attempts before the Mobile Banking application is locked out. Once locked out, the Mobile Banking application cannot be accessed unless you unlock it through your online banking account or by contacting Arvest.

You can clear the contents on your mobile device by accessing online banking. Select Mobile Banking; go to the Mobile Device section and select Lost Device. You can also contact Arvest and they can clear the contents on your behalf. Once the Lost Device action is performed, no transactions will be processed for that mobile device.

Remember, Mobile Banking cannot be accessed without your 6-digit PIN. If someone attempts to guess your PIN, they have three attempts before Mobile Banking is locked. If you find the mobile device and want to download Mobile Banking again, you may activate the device from the Mobile Banking maintenance screen within online banking.

Even if your mobile device is stolen, your Mobile Banking application information is safe. Your Mobile Banking application is protected with two-factor authentication. You created a 6-digit PIN to protect your Mobile Banking application. If someone steals your mobile device and tries to guess your PIN, they only have three attempts before the Mobile Banking application is locked out. Once locked out, the Mobile Banking application cannot be accessed unless you unlock it through your Arvest online banking account or by contacting Arvest. Your online banking account cannot be accessed without your unique user id and password and other security measures Arvest's online banking site has in place.

Additionally, all data placed into local storage on the mobile device is encrypted. This ensures that if the mobile device is lost or stolen the data stored by the application in local storage is unreadable.

If your mobile device is lost or stolen, notify Arvest immediately. Arvest can clear your Mobile Banking application's contents on your behalf if your device is lost or stolen. If you cannot contact Arvest, you can disable the Mobile Banking application through Arvest's online banking site.