BB&T Mobile Frequently Asked Questions

Mobile banking service allows anyone with a BB&T OnLine^® banking account to access their eligible accounts from a cell phone or mobile device. You can check account balances, review recent account activity and transfer money between accounts 24/7.

Mobile banking offers three ways to access your accounts:

• Mobile Text—send us a text message and we will text you back with your account info.
• Mobile Web—use your mobile phone browser to access BBT.com.
• Mobile App—download our free app for your iPhone^®, Android^TM, or Blackberry^® smartphone.
• Mobile Check Deposit—deposit checks right from your smartphone

Mobile Text—You can use mobile quick codes to manage your finances on any mobile device with text messaging features.

Mobile Web—Manage your accounts from any mobile device with a web browser.

Mobile Apps—Download our free mobile app for Android^TM, iPhone^®, or Blackberry^® devices.

You can access the following accounts using mobile banking. New account types are added regularly, so check back for updates.

BB&T offers Mobile Text in English and Spanish. Mobile Text allows anyone with an online banking account to access their eligible accounts from a mobile device via text messaging.

BB&T does not charge you a fee to use or access our mobile banking service. You should contact your mobile provider for information about fees associated with sending or receiving text messages or accessing the internet from your mobile device.

BB&T is committed to protecting client financial data and keeps the safety and privacy of your information at the forefront. To ensure the confidentiality of your account information, a multi-layered security approach has been built into BB&T Mobile products:

• Secure Registration Process—For increased registration security, it is required that clients are enrolled in BB&T OnLine^® and have established a User ID, Password and security questions in order to register for Mobile Banking. SMS verification is required to verify your mobile device phone number for Mobile Text. When you enroll for Mobile Text, you will be asked to reply to a verification message in order to complete your enrollment. This process associates your mobile phone number with your account. In addition to the security measure, this verification lets you know your mobile device's phone number was successfully entered into the system.
• No Identifiable Information—BB&T will never transmit your full account numbers during your mobile banking transactions. Your account numbers will appear truncated on your mobile device screen and in your Mobile text banking replies. BB&T Mobile uses advanced encryption technology to prevent unauthorized access to your personal information.
• Authenticated Logon—BB&T takes a layered approach to authenticating our clients before permitting them to access our mobile platforms. In addition to supplying a User ID and Password, you will be required to answer a security question in order to log in to mobile banking for the first time. You may access BB&T mobile banking from multiple devices, but in order to access your account, you will be asked to answer a security question to associate that device with your account.

For more mobile security related material, please visit Security Central at http://www.bbt.com/bbtdotcom/security/mobile-security.page?

BB&T will never send full account numbers or other personal information through mobile banking. If your mobile device is lost or stolen, no one can access your account without knowing your unique username and password.

If your mobile device is either lost or stolen:

• Report it immediately to your mobile carrier.
• Immediately log on to your online banking account from your computer and delete the lost or stolen mobile number from your mobile settings.
• If you can’t get to online banking, immediately call BB&T Phone24 at 888-BBT-ONLINE (888-228-6654) to delete your mobile number from your mobile settings.

Mobile banking allows you to request account balance and history information, transfer funds on selected accounts, pay bills and deposit checks at any time from your mobile device. Your information will be sent directly to your mobile device.

Alerts are automatic notices sent by BB&T to your mobile device or email containing information about your registered account(s). You choose which alerts you want to see and when you want to be notified.

An alert can notify you of a situation with your account and you can react to that alert using a mobile text message to request additional account information or transfer money between accounts.

For example, if you receive a Low Balance Alert via SMS text message to your mobile device, you can send a BAL ALL text message to 69228 (MYBBT) for a listing of your account balances and then send a TRA text message to transfer money from one of your accounts to the account with the low balance.

To get started with mobile banking, you need a valid BB&T OnLine^® User ID and Password, and you must have set your security questions. Then you can download the app to your smartphone or go to bbt.com from your mobile browser to log on using your online banking User ID and Password. You will be asked a security question the first time you log on. On successful logon, you should see your account summary, which means you’re ready to go.

For Mobile Text, follow these steps:

1. Turn on your mobile phone and make sure it's ready to receive text messages.
2. Go to BBT.com on your phone browser or start the BB&T app on your smartphone and log on to mobile banking. (You can also go to online banking on your desktop or laptop and Click on the BB&T Mobile link after log on to complete this step.)
3. Go to More and then Activate Mobile Text.
4. Enter and confirm your mobile number.
5. Check your mobile for a verification text message from MYBBT (69228).
6. Text back YES to verify your new number.
7. Receive your confirmation text.

A welcome message confirming your mobile banking enrollment will be sent to your mobile device. You are now ready to begin using BB&T Mobile banking.

If you are unable to remember your online banking User ID or Password, go to BBT.com and click the Forgot User ID? link. Or, enter your User ID and click Secure Logon and then click the Forgot Password? link.

Note: You will be asked for your BB&T Check Card/ATM Card number and PIN.

Yes, to use mobile banking, you must read and accept the BB&T OnLine^® legal terms and conditions. If you have any questions about the points of the terms and conditions, please call Phone24 at 888-BBT-ONLINE (888-228-6654).

If you have not received your verification code, please make sure your mobile device's phone number is entered correctly in the BB&T Mobile Preference Center. If it is, please follow the steps below:

1. Verify your mobile phone is turned on, and able to receive text messages. You may need to consult your mobile carrier if you are unsure if you can receive text messages.
2. Contact your mobile carrier and make sure your mobile device is not blocked from sending and receiving SMS messages to and from short codes. 69228 (MYBBT) is the BB&T Mobile Text short code.
3. Log on to online banking and click the BB&T Mobile link. Verify that your mobile number is entered correctly. If the correct mobile number is showing, click the Resend text message link to resend the verification message. If your mobile number is incorrect, select the pencil icon in the Edit column and update your number to complete the enrollment process.
4. If you still do not receive the verification code, please contact BB&T Phone24 at 888-BBT-ONLINE (888-228-6654) for assistance.

You have 72 hours to reply to the verification message. After that time, the message will expire and you will need to resend the message to your mobile device. To resend the message, log on to online banking and click the BB&T Mobile link. Click the Resend text message link. A new verification message will be sent to your mobile device.

Your BB&T Mobile account settings can be changed from your personal computer by logging on to online banking and clicking the BB&T Mobile link. You can add or remove accounts, change account nicknames, assign your default account and update your mobile phone number.

Mobile Text allows anyone with an online banking account to access their eligible accounts from a mobile device via SMS text messaging. You can:

• Check your account balances
• Request a list of your most recent account activity
• Transfer money between eligible accounts

• Active BB&T OnLine^® account
• Current enrollment in mobile banking with one verified mobile device
• Verified mobile device that supports SMS text messaging
• Mobile carrier that supports Short Code Messaging. Contact your carrier about supporting Short Code Messaging

BB&T offers Mobile Text in English and Spanish. Mobile Text allows anyone with an online banking account to access eligible accounts from a mobile device through text messaging.

Quick codes are short text messages you send from your mobile device to BB&T to request account information. You may request balance and account activity information or schedule a transfer of funds between eligible accounts.

To send a quick code, just text message one of the codes listed below to the BB&T Mobile Text short code 69228 (MYBBT).

Please Note: Quick Code text messages can be typed in mixed, lower or upper case.

When you send BB&T a quick code, make sure you send it to the BB&T Mobile Text short code 69228 (MYBBT). You may be able to store this number in your mobile contacts or address book just like a regular phone number.

The default account is automatically selected when the BAL or LAST text command is used alone without specifying an account nickname.

Mobile account nicknames will help you easily identify each of your accounts when making text banking transactions. These nicknames can be up to eight characters in length and are used for text banking commands only.

Note: Mobile App and Mobile Web display the same account nicknames you set up for your online banking account.

You will receive the current available balance via the BAL text message. The LAST text message will send your most recent posted transactions for the requested account. Pending transactions will not be shown.

Please make sure that you are addressing new text messages or replying to a recent text message from BB&T to 69228 (MYBBT). Please confirm that you are using the correct spelling of the quick code, and if you are specifying an account, confirm that you are using the correct account nickname.

You can make one–time transfers between your eligible accounts using the TRA quick code. If you send the TRA quick code on a weekend or business holiday, the funds will be transferred on the first eligible business day.

The correct format is

TRA + (space) + [from_acct_nickname] + (space) + [to_acct_nickname] + (space) + amount

For example:
TRA sav1 homeck 300.50 will send a request to transfer $300.50 from SAV1 (the from_acct_nickname) to HOMECK (the to_acct_nickname).

A confirmation message will be sent to your mobile device after you have sent a TRA text message. After receiving the confirmation message, you can:

1. Check that your Available Balance has been updated by either sending a BAL ALL text message to 69228 (MYBBT) or checking your Online Banking account.
2. From your Online Banking account, select the Accounts Tab for either of the accounts involved in the transfer, and then click on Account History and your transfer should be listed under Pending Transactions.
3. On the day following your transfer, log on to Online Banking, select the Accounts Tab for either of the accounts involved in the transfer, and then click on Account History and your transfer should be listed under Posted Transactions.

If you receive an error message after sending the TRA quick code to BB&T, please verify:

1. The transfer command was entered as follows:
   
   TRA + (space) + [from_acct_nickname] + (space) + [to_acct_nickname] +(space) + [amount]
2. Your transfer was between two different checking and savings eligible accounts. Send a BAL ALL text message to see a list of your eligible accounts and their available balances.
3. The from_acct_nickname and to_acct_nickname were entered correctly.
4. A valid dollar amount, greater than 0.01 (one cent) and less than 1,000,000 (1 million), was entered. If your amount is less than one dollar, enter a zero before the decimal point. You may include commas, but do not include a $ sign.

If you still receive an error message, please call BB&T Phone 24 at 888-BBT-ONLINE (888-228-6654) for assistance.

No, Quick Codes and text messages are not supported using email or touch tone phones. The two–way messaging feature of messages will work only with mobile devices.

If your mobile number has changed, it is important that you update your mobile number in your mobile settings.

Update your new number:

1. Log on to online banking and click the BB&T Mobile link.
2. Click the Edit link next to the mobile number you want to update.
3. Enter your new mobile number

Verify your new number:

1. Check your mobile for a verification text message from MYBBT (69228).
2. Text back YES to verify your new number.
3. Receive your confirmation text.

Your verification will be valid for 72 hours. You must verify your new number to complete your enrollment and start using mobile banking.

Note: If you use both mobile banking and alerts, you only need to edit your mobile number in one place, either alerts settings or mobile settings. The change will automatically update your number for both mobile banking and alerts.

Mobile Web is a secure mobile banking website you access from your cell phone or mobile device at any time of the day, every day. Simply logon to BBT.com from your mobile browser. BB&T Mobile Web allows you to:

• Check your account balances.
• Review recent account activity.
• Search for account transactions based on amount, date or check number.
• Transfer money between accounts.
• Pay bills, edit scheduled payments, and view payment history.
• Search for BB&T branch and ATM locations.

To access BB&T Mobile Web, you must have:

1. Active BB&T OnLine^® account
2. Mobile device that supports web browsing functionality
3. Wireless data plan with your mobile carrier or access to wifi connection

From your mobile phone browser, type in BBT.com and then log on using your online banking User ID and Password. You may be presented with a security question when logging on to Mobile Web for the first time. The security questions are the questions you set up when you enrolled in online banking.

Authentication is an integral part of the security of Mobile Web, which uses the same security standards as online banking. Security questions are questions and answers that only BB&T and you will know in order to verify your identity.

Log on to BBT.com and you will see the My Accounts overview page which displays a list of your accounts and balances. You can return to this page at any time by selecting Accounts from the menu at the top of the screen.

Log on to BBT.com and click on any of the accounts listed on the My Accounts page to view account activity. The Account Activity page will display posted and pending transactions, beginning with the most recent transaction. By clicking on an account transaction, you can see the details for that specific transaction.

Log on to BBT.com and select Search from the menu at the top of the screen and choose your account. You can search for transactions based on amount, check number or date range.

Log on to BBT.com and select Payments from the menu at the top of the screen. Select Pay Bills and choose an existing payee. Select the account the payment will be generated from and enter the amount and the send date to complete your payment. Bill payments can only be made to existing online banking payees. To add a new payee to your account, go to BBT.com and log on to online banking and go to Bill Payment.

After logging into BBT.com, select the Transfer option from the menu at the top of the screen. You select the accounts to transfer between, enter an amount, verify your transfer and submit.

You can search for BB&T branch offices and ATMs by selecting the Locations option from the menu at the top of the screen. The BB&T branch locator provides a listing of the nearest BB&T branch and ATM locations according to the GPS coordinates of your mobile device. If GPS is not allowed from your device, you can still find nearby locations by entering a City/State or Zip Code in the locations search bar at the top of the screen. Choose a BB&T location and select turn by turn directions or a map overview to guide you to your destination.

Mobile App allows you to access your accounts from your mobile device—anytime, anywhere. With Mobile App you can check balances, pay bills, transfer money, find ATMs/financial centers and contact customer service, all from the convenience of your smartphone.

A secure mobile banking application, Mobile App is designed for iPhone^®, Android^TM and Blackberry^® mobile devices.

• Active BB&T OnLine^® banking account
• An iPhone^®, Android^TM or BlackBerry^® mobile device that operates on either wifi plan or cellular data plan
• Wireless data plan with your mobile carrier

BB&T does not charge fees to download or use Mobile App. Your mobile carrier may charge for text messaging and web access services. Contact your carrier for information about their fees.

Yes. BB&T is committed to your privacy and the safety of your financial information.

• BB&T standard is to protect personal information from unauthorized access through advanced encryption technology.
• BB&T takes a multilayered approach to authenticating our clients before permitting them to access our mobile platforms.
• For your security, BB&T will never transmit your complete account numbers or personable identifiable information.
• BB&T will never ask for your account number, social security, card number, number or PIN to be entered within our mobile applications.

For more mobile app security related material, please visit Security Central at http://www.bbt.com/bbtdotcom/security/mobile-security.page?

From your phone:

1. Go to the App Store on your iPhone.
2. Type BB&T Mobile Banking in the search field.
3. Click BB&T Mobile Banking in your search results to download the app for free.

From your computer:

1. Open the iTunes^® Store on your computer.
2. Type BB&T Mobile Banking in the search field.
3. Click BB&T Mobile Banking in your search results to download the app for free.
4. Sync your phone with your computer.

From your phone:

1. Go to the Google Play on your Android device.
2. Type BB&T Mobile Banking in the search field.
3. Click BB&T Mobile Banking in your search results to download the app for free.

From your computer:

1. Go to the Google Play on your computer.
2. Type BB&T Mobile Banking in the search field.
3. Click BB&T Mobile Banking.
4. Click Install to download the app for free.

There are two ways to download Mobile App to your BlackBerry:

From your phone:

1. Go to BlackBerry App World^TM on your BlackBerry.
2. Type BB&T Mobile Banking in the search field.
3. Click BB&T Mobile Banking in your search results to download the app for free.

From your computer:

1. Open BlackBerry App World^TM on your computer.
2. Type BB&T Mobile Banking in the search field.
3. Click BB&T Mobile Banking in your search results to download the app for free.
4. Sync up your phone with your computer.

Certain device restrictions prevent Mobile App from displaying all of your recent account activity. Recent activity searches will return the last 30 days of account activity for the selected account. Check Number and Amount based searches will display the last 30 days of activity for iPhone^®, Android^TM, and Blackberry^® devices. Date range searches for iPhone will return the last 90 days of activity, while Android and Blackberry have an unlimited date range.

The Recent Activity and Search Activity functions are only available for the following account types:

• Checking Account
• Savings Account
• Credit Card Account
• Credit Line Account

From time to time updates to the BB&T Mobile App will be made available that incorporate new functionality and/or address bugs in order to continue to improve the product for our banking Clients.

Mobile bill payment offers a subset of the online banking bill payment features. Using Mobile Web or Mobile App, you can send bill payments to the payees you designate by paper check or electronic funds transfer.

To set up a bill payment with mobile banking you first have to create a payee in online banking. Once you have created the payee go to Mobile App or Mobile Web and select Payments. Next, click Pay Bills; select the Payee, due date, account to pay from, payment amount, and then click Continue. Verify the information is correct then select Pay Bill.

No, payees can only be created in online banking. Once you have added a payee in online banking, you can schedule payments to that payee using BB&T Mobile.

Due Date is the date on which your payment will be delivered to your payee. Send Date is the date on which the payment was processed in order to meet the requested Due Date. Allow two business days for electronic payment processing and five business days for paper-check processing. Funds for electronic payments will be held during processing.

For electronic payments, funded by a BB&T deposit account, funds from your account are held two days before the Due Date to allow for processing. The hold reduces your available balance by the amount of the payment. The funds for your payment must be available on the processing date. However, the funds are not actually withdrawn from your account until two days later, after 7 pm ET on the Due Date.

For paper check payments, funded by a BB&T deposit account, no funds are held and your available balance is not reduced on the payment processing date. It is not until the check actually posts to your account that funds are withdrawn. The funds withdrawal date will vary depending on when your payee deposits the check payment. Although funds are not held when your paper-check payment is processed, sufficient funds must be available in your account on the processing date for your payment to process.

For payments funded by a MyLink Card or Ready Access Card, either electronically or in the form of paper checks, funds will be withdrawn from your account on the Send Date.

After BB&T processes your payment, you can view your posted payments using BB&T Mobile. Select the Recent Payments option to review your payment details. If you deleted a payment prior to processing, or a payment could not be processed due to nonsufficient funds, the details screen will display cancelled or failed.

Under the Recent Payments options in Mobile App, you can view the last 20 payments that have been processed and/or posted. In Mobile Web, you can view up to three months of payment history. For additional payment history, go to the Payment History section within BB&T OnLine Bill Payment.

Yes. All non-processed payments can be cancelled up to 7 pm ET on the Send Date. Go to the Scheduled Payments section and select the payment you want to cancel. Once your payment is cancelled, you can view it under the Recent Payments section. It will display with a status of cancelled.

An error message will display if you attempt to schedule a bill payment after the cut-off time for that payment type. To schedule the payment, you must change the Due Date to a later date.

BB&T Mobile Check Deposit is a feature of BB&T Mobile App that allows you to deposit paper checks using an Android^™, iPhone^® or iPod^® Touch device.

In the Mobile App tap the Deposits icon. Choose the deposit to account, enter the amount of the check, snap photos of the front and back of the endorsed check and submit the deposit. You will be asked to verify your entries before completing the deposit.

Mobile Check Deposit is available to BB&T clients who have:

• An active BB&T OnLine^® or Small Business OnLine^® account
• A funded BB&T bank deposit account (checking or small business checking)
• A banking relationship with BB&T for at least 90 days
• BB&T accounts in good standing. For example:
  • No more than 2 returned deposited items in the last 90 days
  • No more than 1 negative account balance fee in the last 90 days
  • No more than 2 returned items in the last 90 days
• Downloaded and used the most current version of Mobile App (version 3.0.0 and higher)
• OnSite Deposit^SM, Merchant Services, and Business Bankcard clients are exempt from the 90 day requirement

The Deposits icon will only be visible to eligible clients. If you meet all the eligibility requirements, please make sure you have downloaded the most recent version of the app that includes Mobile Check Deposit. For first-time Mobile App users who meet the eligibility criteria it may take 1 to 3 business days for the Deposits icon to appear.

Mobile Check Deposit is supported on mobile devices that meet the following criteria:

• Android^TM, iPhone^® or iPod^® Touch device
• A 2MP or higher camera
• Apple iOS version 3.0 or higher
• Android OS 1.6 or higher

Mobile Check Deposit is a feature included in the most recent version of Mobile App. You must have version 3.0.0 or higher of the mobile app to use Mobile Check Deposit.

The following check types can be submitted using Mobile Check Deposit:

• Personal checks payable to you
• Business checks payable to you
• Checks drawn from a United States bank

The following check types should not be submitted using Mobile Check Deposit:

• Traveler’s checks
• Savings bonds
• Money orders
• Federal government checks
• Foreign checks
• Checks payable to any person or entity other than you

Check deposits made using Mobile Check Deposit are subject to verification and will generally be available for withdrawal after 3 business days from the date of your deposit. Mobile check deposits received on weekends, bank holidays and Monday through Friday after 8 pm ET are processed on the following business day.

Mobile deposits are free.¹

You are not limited to the number of deposits you can make using mobile check deposit. However, there are daily and monthly limits on the deposit amounts that can be processed per user.

• Retail client deposit limits : $1,000.00 per day and $3,000.00 per any 30 consecutive calendar day period
• Business client deposit limits: $2,500.00 per day and $5,000.00 per any 30 consecutive calendar day period

Once you have deposited the check successfully, you should keep the check in a safe place for 30 days. After 30 days, and after you have confirmed the deposited funds have been applied to your account correctly, shred the check and dispose of it accordingly.

• Make sure that all other apps running in the background are closed.
• Make sure that the check amount entered matches the amount written on your check.
• Verify that the back of your check is signed (endorsed) and labeled “For Deposit Only.”
• Flatten folded or crumpled checks before taking your photos.
• Keep the check within the on-screen corners when capturing your photos.
• Capture the photos of your check in a well-lit area.
• Place your check on solid dark backgrounds before taking your photos.
• Keep your phone flat and steady above the check when taking your photos.
• Make sure that the entire check image is visible and in focus before submitting your deposit.