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Frequently Asked Questions

General

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?

Mobile 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?

Text 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?

Troubleshooting

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 anytime 24/7 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 anytime 24/7 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. 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?
Your phone will receive a text message from 46379. Select to view (or open) the message (you can also view it later by going to your phone's text message inbox).

Select the URL link -- http://m.mymetrobank.com -- in the text message. This is typically done by selecting a command on your phone's menu, such as "Connect" or "Go To."

You will then be brought to a page with a Download link. Click this link to download the application.

When finished, you will be notified that the download completed.

After launching the application for the first time, you may be asked to give permission to access the data network. You will need to grant permission in order to proceed.

Is Mobile Banking supported on my tablet?
A tablet-optimized Mobile Banking application is available for the iPad.

How do I install the downloadable iPad application?
After enrolling with Mobile Banking, you will be provided a link to download the application.

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. If you are using your tablet to enroll with Mobile Banking, simply tap on the link provided and download the application from the App Store.


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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