Mobile Banking FAQs

Mobile Banking

What is INTRUST Bank Mobile Banking?
Mobile Banking gives you access to your accounts from our app on your mobile device. This allows you to: view account balances, search recent account activity, transfer funds, pay bills, use card controls, deposit checks and find nearest ATM or banking center locations.
How do I get started with Mobile Banking?
Once you have downloaded the Mobile Banking app, open the app on your device. You will be presented with the login screen. Enter your Personal Online Banking login credentials to access Mobile Banking. If you are logging in from a new or unrecognized device, you may be required to provide two-factor authentication in order to verify your identity. The on-screen instructions will guide you through this process.
Is Mobile Banking supported on my tablet?
Our mobile banking app will run on compatible tablets. This includes Apple devices with iOS 10 or higher and Android devices and tablets that are 4.4 and higher.
How do I download the Mobile Banking application?
For iPhone or iPad:

 

  • Navigate to the Apple App Store
  • Search for INTRUST Bank
  • Select "Install" to download the application

For Android:

  • Navigate to the Google Play Store
  • Search for INTRUST Bank
  • Select "Install" to download the application


Mobile Check Deposit

Who is eligible for Mobile Check Deposit?
Mobile Banking users who have a qualified Personal Checking, Savings or Money Market account are eligible for the Mobile Check Deposit service, excluding Health Savings Accounts. Qualified accounts are determined at INTRUST Bank's discretion.
What if an eligible account is not listed in Mobile Check Deposit?
If you believe you have an eligible account that has not been enabled, please call Online Services Support at 316-383-1340 or 800-999-4048 for assistance.
What types of checks can I deposit with Mobile Check Deposit?
Only checks drawn on institutions location in the United States can be processed through Mobile Check Deposit. We are unable to accept checks made payable to any person or entity other than you, Money Orders or Travelers Checks through Mobile Check Deposit. For a complete list of ineligible items, see the Personal Online Banking and Mobile Banking Agreement.
Are there fees associated with using Mobile Check Deposit?
No. There are no fees for using Mobile Check Deposit.
Do I photograph both the front and the back of my check?
Yes. During the deposit process, you will be required to photograph the front and back of your check.
How do I endorse my check for Mobile Check Deposit?
You should sign your check with the following endorsement:
  • Signature of all payees
  • For Mobile Deposit only at INTRUST Bank
How will I know if INTRUST Bank received my deposit?
You will receive an email notification when your deposit has been received. Please note, this does not mean the deposit has been approved.
How will I know when INTRUST Bank processes my deposit?
When your deposit is processed, you will receive a second email notification (at the email address you provide at the time of Mobile Check Deposit) regarding the status of your deposit. This email will indicate if the deposit was approved or declined for processing. If declined, a reason will be provided. You may also view the status of your deposit in Mobile Banking on the Recent tab of the Check Deposit section. Please note, this does not mean the funds are available.
Is there a cutoff time to make my deposit?
If you make a deposit with Mobile Check Deposit before 8pm CST on a business day, we will consider that day to be the day of your deposit. However, if you make a deposit with Mobile Check Deposit after 8pm CST on a weekend or a federally observed holiday, we will consider that the deposit was made on the next business day.
When will my deposit post to my account?

If you receive the Deposit Approved Notification email by 8pm CST on a business day, your deposit will post to your account the next business day. Subject to INTRUST Bank's standard hold policies.

When will a deposit made through Mobile Check Deposit show in my balance?
On the next business day after the deposit is approved.
Can I photograph more than one check at a time?
You may photograph multiple checks in the same mobile banking session; however you may only photograph one check per deposit.
What if the check image I photographed is bad?
You have the option to retake photographs of the check before submitting or you may cancel the deposit. If you are unable to photograph a clear image, please deposit your check at one of our banking centers, ATMs or mail your deposit to INTRUST Bank for processing.
Do I destroy my check after I photographed the deposit?
No. Once the deposit has been approved by INTRUST Bank, mark on the face of the check "electronically deposited on xx/xx/xxxx" and keep the check for 14 calendar days to ensure it posts to your account. After 14 calendar days, securely destroy the check. Do not VOID the check after submittal in the event the deposit is not approved and needs to be resubmitted.
Can I make my opening account deposit through Mobile Check Deposit?
No. At this time Mobile Check Deposit cannot be used to initially fund a new account.
What if I submitted a deposit for the wrong amount? Do I need to resubmit the deposit?
No. You do not need to resubmit your deposit. If you entered the wrong amount for the deposit, INTRUST Bank will correct the deposit amount.
What if I submit the same deposit twice in error?
If the same deposit is submitted twice, it will be identified and stopped by INTRUST Bank. Should this occur, you will receive a declined deposit notification for the second deposit received through the Mobile Check Deposit service.
A check I submitted was returned. Can I resubmit it?
No. If a check is returned, you may not redeposit the check through Mobile Check Deposit.
If I need additional information on Mobile Check Deposit, who can I call?
For additional assistance, please call Online Services Support at 316-383-1340 or 800-999-4048.
What should I do if I'm not receiving any email notifications?
Verify that you have entered a valid email into the Mobile Check Deposit app. If you have entered a valid email, please check your spam folder for the email notification and add intrust@intrustbank.com to your Safe Senders list. If after completing these steps you are still not receiving email notifications, please contact Online Services Support at 316-383-1340 or 800-999-4048.
The processing time to upload my check is very slow. What may cause this?
The processing from your device to INTRUST Bank and back is not controlled by INTRUST Bank. This is dependent upon your device, carrier, memory on the device and your current connection. Please try to improve one or more of these elements before uploading another deposit.
I keep receiving a blurry image error message when attempting to submit the deposit. What might the issue be?
Taking high-quality photos of the check is the best way to make Mobile Check Deposit quick and easy. Here are some hints to keep in mind:
  • Good lighting
  • Dark background
  • Only check visible, no other objects or edges
  • Check needs to be entirely in the frame
  • Focus is important! Being too close can make the image blurry

Mobile Bill Pay

What is Mobile Bill Pay?
Mobile Bill Pay allows you to pay bills online, saving you time, envelopes and stamps. It is an optional service on your Personal Online Banking account. You may pay bills using your mobile device while on the go, anytime, anywhere.
Where do I enroll for Mobile Bill Pay?
You enroll for Bill Pay through your Personal Online Banking account. Once enrolled, you will be able to access Bill Pay on your mobile device. You must be enrolled for both Personal Online Banking and Bill Pay before you may use Mobile Banking and Mobile Bill Pay.
How do I pay a bill?
To pay a bill, select the plus sign from the bottom menu bar and choose the Bill Pay icon. A simple flow guides you through choosing the payee, the payment account, send on 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?
Your payment will be received two business days after the payment is sent. For more information about payment scheduling and delivery, please contact the Customer Service Center at 800-895-2265.
Can I add a payee on my mobile device?
Yes. To add a payee, tap the plus sign on the Task Bar and enter the name of the payee in the Search field. You may choose your payee from the populated list or tap 'Create a new payee' if it's not found. You will be prompted to enter your user ID and password to add a new payee.
How do I deactivate a payee?
You may manage your payees, including deactivation, by logging onto Personal Online Banking 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 app 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 Bill Pay while you are disputing any item.

Card Controls

What are Card Controls?
Card Controls is a feature within the INTRUST Bank Mobile App that allows you to activate or deactivate debit 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.
Is there a fee to use the mobile app or Card Controls?
No. It is provided to you for free so you have more control over your debit card.
What are alerts?
Alerts are immediate push notifications sent to the app in real-time after a transaction is completed. You will need to setup card alerts within the app to be notified. Select "Alerts" and "Choose Your Alerts" to specify transaction types for which you want to receive alerts. Alerts are available by spend limits, location, transaction type and merchant category.
I think I've lost my card. How do I turn it off?
After logging into the INTRUST Bank Mobile Banking App, select "More" and then "Card Controls." From here, select the debit card you want to turn off and click on the "Enable card for use" on/off slider so it is gray (left position). If you find your card, follow these same directions and move the slider to "On." If your card remains lost, you must call INTRUST right away to permanently prevent fraud charges and facilitate a replacement. Visa® Zero Liability for fraud charges is only available for timely reported lost/stolen cards and/or unauthorized use.
By turning off my card, am I closing my account?
No. You are not changing the status of your account.
How long does it take for a control or alert setting to take effect?
It happens immediately after you set and save the option.
If I have my card turned off, will my recurring transactions go through?
Yes. Merchant recurring transactions will be approved. Additionally, you can select to receive alerts on recurring transactions as well.
What does it mean when I turn My Regions to On in the location controls?
When My Regions is turned on, the regions you have set will be the only areas in which you can make in-person transactions.
Can I use My Location, My Region and International at the same time?
My Locations and My Region work independently or together, however, neither can be used in conjunction with International.
What does it mean when I turn different transaction types to Off in Transaction Types?
When a transaction type is turned off, this type of transaction will be declined.
Why was my transaction declined at the merchant after I set my Card Controls?
You can call us at 800-895-2265 to find out the reason your transaction was declined.
I got a new smartphone. How do I begin using Card Controls and Alerts again?
Just download the INTRUST Bank Mobile App to your new smartphone. Login with your current user ID and password. You can then set your Card Controls and Alerts.
I got a new cell phone number. How do I begin using Card Controls and Alerts again?
Log into online banking on intrustbank.com. Change your cell phone number by selecting "More," then "Customer Service" then "Contact Information."
I received a new card number. Will it be automatically updated in the app?
When you receive a new card number, your new debit card will automatically appear in the app, but you will need to manually set up any Card Controls or Alerts preferences for the new card. To remove your old card, log into the app, select Card Controls and select Remove Card, as the old card is no longer in use.
What if I need help with the app?
Select "Help" located on the sign-on page. Here you will find our phone number, 800-999-4048, or a link to a contact form that you can fill out so we can get back with you. If you log in with a passcode, select "Sign on with user ID and password" to find this information.
How do I get more information about the features and functionality of Card Controls and Alerts?
At the top of the main menu, select "More" and then "Help." On specific pages, such as the My Location page, tapping the "i" next to My Regions will open a window with detailed information on how the control works.
How do I remove old cards from the app?
Go to "Card Controls," select any old or inactive cards and select "Remove Card" to remove them from your app. Once a card is removed, controls and alerts cannot be set for that card. If you removed the incorrect card from your app, you are able to add it back in.
Would a credit, deposit or payment from my debit card ever be denied because of a setting I select in Card Controls?
No. It would not.
Can I set up Card Controls for my INTRUST Bank credit card?
Card Controls within the INTRUST Bank Mobile App is only for your debit card. Your INTRUST credit card also has Card Controls that can be setup in myaccountaccess.com.

Troubleshooting

Can I use Mobile Banking on more than one device?
Yes. Download the app on your additional device(s) and simply enroll (and then activate) another device.
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 Personal Online Banking and disable or remove your device.