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Frequently Asked Questions

Plus IconGeneral

Who can I contact for support?
Do I use the same ID and Password to login to Mobile Banking that I use for Online Banking?
I forgot my Mobile Banking password. What should I do?
How much does this service cost?
Is it secure?
Which wireless carriers are supported?
I'm not enrolled for Online Banking. Can I still use this?
Do I need a text message or data plan on my phone?
What if my device is lost or stolen?
How do I access Mobile Banking from my phone's browser?
What is activation?

Plus IconMobile Banking

What is Metro Bank Mobile Banking?
How do I sign up for Mobile Banking?
How do I optimize my mobile web experience?
Is Mobile Banking supported on my phone?
How do I install the downloadable phone application?
Is Mobile Banking supported on my tablet?
How do I install the downloadable iPad application?
How do I install the downloadable Android tablet application?

Plus IconMetro Mobile Deposit

What is Metro Mobile Deposit (MMD)?
Is MMD safe and secure?
What accounts are eligible for MMD?
What accounts are NOT eligible for MMD?
What types of checks can I deposit?
What types of checks can not be deposited?
Is there a fee to deposit my check with my mobile device?
How do I know if I am eligible to use MMD?
Is there an age restriction for use of MMD?
Can I use MMD with any mobile device?
Are there limits on the use of MMD?
How do I deposit a check?
How will I know if Metro Bank received my deposit?
When is my deposit available?
How do I view my deposit history?
What should I do with the physical check?
Why would my check be rejected?
What should I do with my deposit if it is not accepted during the Metro Bank review process?
If a check I submit is returned for non-sufficient funds, can I redeposit it via MMD?
Does Metro Bank have the authority to terminate my ability to deposit using the MMD service?
Who should I call for technical support?

Plus IconText Banking

What is Metro Bank Text Banking?
What is Metro Bank shortcode?
Is Text Banking supported on my phone?
Can I use both Text Banking and Mobile Banking on my phone?
What are the Text banking commands?
Will I receive unsolicited text messages?

Plus IconTroubleshooting

I enrolled my phone number but did not receive a text message. What should I do?
What happens if I get a new mobile device or change phone numbers?
I received an activation code but never used it. What do I do now?
I activated Mobile Banking on my phone's browser. Why am I being asked to activate again?

Answers:

General

Who can I contact for support?
Contact 800.204.0541 to speak with a customer service representative.

Do I use the same ID and Password to login to Mobile Banking that I use for Online Banking?
No. Our Mobile Banking service is separate from Online Banking. Metro Bank does not require you to be enrolled in Online Banking to use Mobile Banking. For security purposes, we recommend that you do not use the same ID and/or password for acces to different systems.

I forgot my Mobile Banking password. What should I do?
Click the "Forgot your password?" link on the Mobile Banking logon screen and follow the prompts. For further assistance, contact 800.204.0541 to speak with a customer service representative.

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 phone carrier for more information.

Is it secure?
Yes, the Mobile Banking service utilizes best practices from Online Banking, such as HTTPS, 128-bit SSL encryption, or password access and application time-out when your phone is not in use. Only the devices that you personally enroll in the service can access your accounts. In addition, no account data is ever stored on your phone. And in the event your phone is lost or stolen, the service can be immediately disabled by either going online to the Mobile Banking Center or calling us at 888.937.0004.

Which wireless carriers are supported?
We support all the popular U.S. 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 text message or data plan on my phone?
Yes, a text messaging and/or data plan is typically needed for your phone, as data usage can become expensive without them. Please check with your wireless carrier for more information.

I'm not enrolled for Online Banking. Can I still use this?
Yes, complete the Mobile Registration process to enroll for Mobile Banking.

What is Activation?
Activation is a one-time process that helps ensure your security. An activation code is issued to you on the online enrollment site. You will need to enter this code on your device to begin Text Banking. You may also need to enter this code for Mobile Banking if you don't use challenge question(s) for Online Banking. If you use challenge questions for Online Banking, you can enroll for Mobile Banking directly from your mobile device without an activation code. We recommend you print your activation code and installation instructions for easy reference during installation.

What if my device is lost or stolen?
If you are concerned about misuse of your phone, contact your mobile service provider immediately to stop all wireless service. Additionally, sign on to Online Banking and disable or remove your mobile device.

Mobile Banking

What is Metro Bank 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 and find nearest ATM or store locations.

How do I access Mobile Banking on my phone's browser?
After successful activation, your phone will receive a text message with your Mobile Banking URL. You can visit the site at any time at http://m.mymetrobank.com.

How do I sign up for Mobile Banking?
You can also enroll for Mobile Banking directly from your mobile phone by entering the mobile web URL http://m.mymetrobank.com.

I activated Mobile Banking on my phone's browser. Why am I being asked to activate again?
At the time of activation, a "cookie" is stored on your phone's browser 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 phones may require you to enable cookies or periodically erase them, requiring reactivation. If you are experiencing this issue, check your phone 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 mobile phone. If you would like to reactivate, text R or RECOVER to 46379. If Metro Bank supports enrollment on your mobile phone, 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?
We recommend three steps for an optimal experience: 1) Ensure your phone's browser has cookies enabled; 2) Enable stylesheets on your browser; 3) Bookmark our Mobile Banking page, www.mymetrobank.com/mobile.

Is Mobile Banking supported on my phone?
Mobile Banking is supported on most phones with a mobile web browser that supports cookies. In addition, the mobile application is available on many devices including: iPhone, iPad and Android mobile devices and tablets. Both mobile web and mobile applications can be found by entering the mobile web URL (http://m.mymetrobank.com) in your phone's browser.

How do I install the downloadable phone application?
Tap the following link to be taken to the App Store then tap the prompt to download the app.

App Store

Is Mobile Banking supported on my tablet?
A tablet-optimized Mobile Banking application is available for the iPad and Adroid tablets v4.0 + with rear facing autofocus camera.

How do I install the downloadable iPad application?
Tap the following link to be taken to the App Store then tap the prompt to download the app.

App Store

If you are using your computer to enroll with Mobile Banking, click on the link provided and download the application from the iTunes Store. Then, sync your iPad device with iTunes to install the application.

How do I install the downloadable Android tablet application?
Tap the following link to be taken to the App Store then tap the prompt to download the app.

Android App

Metro Mobile Deposit

What is Metro Mobile Deposit (MMD)?
Metro Mobile Deposit (MMD) is a convenient, easy way to deposit checks through your mobile device into one of your Metro Bank accounts. With the MMD feature of Metro Bank Mobile you simply take a photo of a check you are ready to deposit with your smartphone or tablet, enter the check information and, with the touch of your finger, securely submit it for deposit processing. Other commonly used terms for mobile deposit are "remote deposit" or "remote deposit capture."

Is MMD safe and secure?
Yes. All information transmitted to our Bank through MMD uses 128-bit encryption in order to protect your information.

What accounts are eligible for MMD?
The following personal accounts are eligible to use MMD: Checking, Savings, Money Market and Holiday Club accounts. The following business accounts are eligible to use this service: Business Checking, Business Savings and Business Money Market accounts.

What accounts are NOT eligible for MMD?
The following accounts are NOT eligible to use this service: Iolta, Cash Management, Certificates of Deposit (CDs), Individual Retirement Accounts (IRAs), Estate, Not for Profit, Public Funds and Loan accounts.

What types of checks can I deposit?
This service is for single party checks drawn on domestic, U.S. financial institutions made payable to the owner(s) of the account.

What types of checks can not be deposited?
Checks drawn on a financial institution outside the U.S.; checks containing alterations; checks you know are suspect, or should know to be fraudulent; checks not payable in U.S. currency; money orders; travelers/gift checks; savings bonds; post-dated/stale-dated checks; checks payable to an individual not titled on the account or business (third-party checks); checks previously converted to a substitute check; checks intended as payment on a Metro Bank loan; checks intended for deposit into an IRA or CD account; checks requiring authorization codes prior to deposit or non-negotiable items.

Is there a fee to deposit my check with my mobile device?
For personal accounts, there is currently no charge associated with this service. Business Customers will be charged $0.50 per transaction. Check with your wireless carrier for details regarding your specific wireless plan and any data or text message service charges that may apply.

How do I know if I am eligible to use MMD?
If you are eligible to use MMD, you will have access to the "Check Deposit" option on your mobile device after signing in to Metro Mobile Banking. You must also have a deposit eligible account, such as a Checking account, to use this feature.

Is there an age restriction for use of MMD?
Only Customers 18 years of age or older are permitted to use this service.

Can I use MMD with any mobile device?
You must have an iPhone (3Gs or newer) with iOS 6.0 or higher, a camera equipped iPad 2 with iOS 6.1 or higher, iPad 3 or newer with iOS 6.0 or higher or an Android phone with OS version 2.3.3 (Gingerbread) or higher or an Android tablet with OS version 4.0 or higher with a rear-facing, auto-focus camerato use MMD. Devices without a camera are not supported. You must also be using the latest version of Metro Mobile Banking.

Are there limits on the use of MMD?
The deposit limit is $3,500 per day. Only one check can be deposited at a time; however, multiple checks can be deposited throughout the day, but must not exceed the deposit limit. A check deposit or multiple deposits that exceed the daily limit of $3,500 will not be accepted for submission.

How do I deposit a check?

How will I know if Metro Bank received my deposit?
You have the option to receive a notification via email when your deposit has been successfully submitted. Subsequent status update emails will be sent after the item has been reviewed and accepted or rejected.

When is my deposit available?
Successfully submitting your check images with your mobile device will begin the deposit process. However, the processing time to complete the deposit may vary. Our policy is to make funds from mobile deposits available to you on the first business day after the day we receive your deposit. Business Day means Monday through Friday provided the day is not a Federal holiday. Transactions made after 6:00 PM ET and on Saturdays, Sundays and Federal holidays are considered as part of the next Business Day, even if our Metro Bank Store locations are open on such days. If we do not make all of the funds from your deposit available on the first Business Day, we will notify you at the time we review your item. We will mail you the notice by the next Business Day after we receive your deposit. Check your "Deposit History" in MMD to see your deposit status. Standard deposit rules apply. Please refer to your account disclosure or contact a Metro Bank representative for more information on funds availability.

How do I view my deposit history?

What should I do with the physical check?
After successfully submitting a deposit using the MMD service, it is advisable that you keep the original check in a safe place for your personal records for 60 days. Please shred the deposited item after this time period. If this check is deposited a second time, you as the Customer will be responsible for any loss that occurs.

What should I do with my deposit if it is not accepted during the Metro Bank review process?
If you neglected to write "For Mobile Deposit only at Metro Bank" under your signature, please add that restriction and repeat the deposit steps. If your check is declined for any other reason, you should take it to a Metro Bank Store to make the deposit. Due to the restricted endorsement on your check ("For Mobile Deposit only at Metro Bank" written under your signature), it will not be accepted at any other financial institution. Our Store staff will review the item to be sure it was not credited to your account via MMD. If the Store can validate that the check has not been negotiated, the check can be deposited.

Why would my check be rejected?
Your check may be rejected for the following reasons:

If a check I submit is returned for non-sufficient funds, can I redeposit it via MMD?
If a deposit is returned, please do not re-deposit the check with MMD. You will receive written communication through the mail from Metro Bank if a deposit is returned. Refer to "What should I do with my deposit if it is not accepted during the Metro Bank review process?"

Does Metro Bank have the authority to terminate my ability to deposit using the MMD service?
Metro Bank reserves the right to revoke services for any reason, including actions deemed fraudulent or abusive.

Who should I call for technical support?
Our Live Metro Bank Customer Service at 800-204-0541.

Text Banking

What is Metro Bank 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 Metro Bank's shortcode?
All text messages should be sent to 46379

Can I use both Text Banking and Mobile Banking on my phone?
Yes. Visit the Mobile Banking Center and simply add another phone number.

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?

FUNCTION

COMMAND

DESCRIPTION

Balance

BAL

Summary of available balances for all eligible accounts

History

HIST

Summary of recent transactions per account

Command

C

List of available Text Banking commands

Help

HELP

Basic information about Text Banking

Login

L

Receive a URL for the Metro Bank Mobile Browser website

Stop

STOP

De-activate Text Banking

NOTE: You can check for additional available commands by activating your phone and sending C to 46379.

Troubleshooting

I enrolled 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 wireless signal. In addition, be sure you entered the correct phone number on the enrollment site. If you still do not receive it, try to enroll again. If the problem continues, 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 (usually 24 hours). 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 Mobile Banking Center via your computer and update your mobile device profile in the Mobile Banking Center. We recommend removing your old device and re-enrolling your new device.

I activated Mobile Banking on my phone's browser. Why am I being asked to activate again?
At the time of activation a "cookie" is stored on your phone's browser 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 phones may require you to enable cookies or periodically erase them, requiring reactivation. If you are experiencing this issue, check your phone 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 mobile phone. If you would like to reactivate, text R or RECOVER to 46379. If Metro Bank supports enrollment on your mobile phone, you will not need to provide an activation code. However, you may be asked to enroll again due to issues with cookies.

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