Mobile Access Frequently Asked Questions

How can I reach customer service?

Call our 24-Hour ExpressBank

Most questions can be answered by using our “no wait” automated service which is available 24 hours a day. Download our touch tone phone reference to help you navigate the system.
A live-banker is available during the following hours

Monday - Friday: 7 a.m. - 9 p.m. (CT)
Saturday: 8 a.m. - 5 p.m. (CT)
Sunday: Closed

800-583-0709
General Questions? Call ExpressBank at 800-583-0709, or schedule an appointment to visit us at the banking center location nearest you.

Here’s what you can do over the phone:

Open a checking account, savings account or CD.
Apply and get approved for loans and lines of credit.
Place a Stop Payment.
See if a check has cleared or a deposit has posted.
Change your address.
Order Checks.
Transfer money between accounts.
Check on account and loan balances

What is the routing number?

The routing number for Bank of Albuquerque is 107006606

Tax forms

What is a 1099-INT Tax Form?

You will receive a 1099-INT tax form if you received interest income so you can report this information to the Internal Revenue Service. Consult a tax professional for additional information.

What is a 1099-R Tax Form?

The 1099-R Tax Form is used to report retirement benefit distributions from pensions, annuities or other retirement plans along with retirement account conversions, rollovers and re-characterizations. Consult a tax professional for additional information.

What is a 5498 Tax Form?

The information on Form 5498 is submitted to the Internal Revenue Service by the trustee or issuer of your individual retirement arrangement (IRA) to report contributions, including any catch-up contributions, required minimum distributions (RMDs), and the fair market value (FMV) of the account. Consult a tax professional for additional information.

How do I access my 1099 Tax Form online?

Log in to Online Access and select View Online Statements and Forms from the Actions and Tools menu. Select Tax Forms and choose the form you want to view.

Will I still get a paper 1099 Tax Form in the mail?

Yes, you will still receive a paper 1099 Tax Form in the mail just as you always have.

Can I disable my paper 1099 Tax Form and receive it online only?

No. We are required to continue mailing the paper 1099 Tax Form to you at this time.

Will my 1098 Tax Form be available online too?

Not at this time, but you will still receive your 1098 Tax Form in the mail just as you always have. We are hoping to provide this form online in the future though.

Who should I call if I have questions about my tax form?

You can find the appropriate contact information on your tax form.

Can I view copies of my previous year’s tax forms online?

Only tax forms from 2015 and later will be available online.

I have a joint account. Why can’t I access copies of the tax forms related to this account?

Tax forms are only generated for primary account holders. If you are a secondary owner on an account then you will not have access to the 1099 forms online.

Who should I contact if I have questions about how to use my 1099 when filing my taxes?

You should contact the Internal Revenue Service or a tax professional to answer any questions.

Internet security

The following provides answers to questions you may have about internet security:

Is banking over the Internet safe?

Yes. Our state-of-the-art technology encrypts data traveling between your computer and Bank of Albuquerque, making it nearly impossible for anyone to access your account information. We use SSL: Secure Sockets Layer, the most trusted method of securing Internet transactions today.

How is my financial data protected while I'm online?

We consider the security of your account and transaction information of top importance. Thus, we have implemented a comprehensive security system, which leverages the bank, Internet and your PC to maintain the privacy of your financial information.

What is encryption?

Through encryption, your data (everything from your account numbers to account balances) is converted into a series of unrecognizable numbers before they are exchanged over the Internet. We work with your Web browser to transform all your banking requests into encrypted strings of data, and then back again to the original requests.

What are the browser security requirements?

To meet our security requirements, your browser must support 128-bit encryption versions of IE 11, Microsoft Edge, and latest versions of Firefox, Chrome, and Safari.

Is Online Access secure at Bank of Albuquerque?

All information collected by or available on Online Access is protected through the use of the secure socket layer (SSL) protocol and 128-bit encryption.

What is SSL protocol and 128-bit encryption?

SSL is an encryption system that creates a secure environment for information that is passed between the customer's desktop and Bank of Albuquerque. There are basically two types of encryption: High and Standard. The difference between these types of encryption is the strength of capability. A High (128-bit) encryption is exponentially more powerful than a Standard (40 or 56-bit) encryption. High or 128-bit encryption means there are a septillion possible keys that could fit into the lock that holds your account information, but only one that works for each time you bank online. We use the highest level of encryption (128-bit) to ensure your online transmissions are secure.

How do I know that my banking session is being protected by encryption?

Your browser will display a special symbol to confirm you're in a secure session when banking online. If you're using Netscape Navigator, a solid key (not broken) or closed lock icon will appear in the navigator toolbar of your browser window. If you're using Microsoft Internet Explorer, a lock icon will appear in the lower right corner of the browser window.

How can I protect my accounts and identity while online?

Here is a list of simple online tips to help you safeguard your accounts and privacy from online scams. Also, here is some general information on how to prevent account fraud and included links to the FTC's, FDIC's and the U.S. government's Web pages that contain more detailed information about online safety, identity theft and online fraud.

What can I do to keep my information secure?

You provide one of Online Access's most important safety features by protecting your online password making sure no one can see the password as you sign on to Online Access and select sign off before moving on to other websites.

SECURITY TIPS

Your user ID and password are the keys to your accounts, and both identification codes are required to unlock access to your accounts. Use the following guidelines for selecting strong usernames and passwords in online and mobile Access.

Tips For Creating a Strong Username

Avoid using personal information like your first or last name, birthday or anniversary date, social security number, email address, mailing address, phone number or account number.
Don’t use the same username on more than one website.
Use more than just the minimum number of characters.
Never share your username with anyone

Tips For Creating a Strong Password

Don’t use easy to guess passwords like “abc123”, or obvious clues like a pet's name or your birthday.
Don’t use the same username & password combination on more than one website.
Use a combination of uppercase and lowercase letters, numbers & symbols.
Use more than just the minimum number of characters.
Never share your password with anyone.
Do not write or leave your password where it can be seen.
No Bank of Albuquerque representative will ever ask you for your online password, ever.

Agreements and disclosures

Agreements and Disclosures

Applying for an account online

The following overview answers questions about opening an account online:

How can I open an account online?

Opening and funding your account online is secure, fast, and easy. Once your application has been received we will send you an email letting you know if it is approved, as well as any additional steps.

Your social security number.
Your driver's license or state issued ID number.
Information about any loans or mortgages that you may have to help us confirm your identity.
For instant funding, you will need your current bank account and routing number.
If applying for a joint account, you will need the secondary applicant's name, social security number and date of birth.
A working printer in order to print disclosures, signature cards and other important documents.

What do I need to open a joint account?

You will need the same information that is needed when opening an individual account, only you will need it for both applicants. See the question and answer above for more details. Please note that each applicant will need to sign the signature card.

What type of accounts can I apply for online?

You can apply for a Checking, Savings, or Money Market account through our online account opening process. To apply for a CD, please call our ExpressBank.

Can I apply for a loan online?

Yes, you can apply for a loan online by visiting our website.

Can I apply for a business account online?

No, however our ExpressBank can process your account application by phone.

How do I fund my new account?

For instant funding, you will need your current bank account and routing number. This process may require you to verify account ownership in one of two ways. Please allow 2-3 business days for your transaction to be deposited into your new account. As another option, you may choose to mail us a paper check to fund that account.

How much can I initially deposit into my new account when applying online?

For Checking accounts, you can fund your new account with as little as $50 with a $1,000 maximum amount. For Savings accounts, the range is from $25 to $1,000 and a Money Market is from $100 to $1,000.

How long will it take to open an account when I apply online?

Your application will be processed and your account(s) will be loaded onto our system within 1-2 business days of you completing all steps of the application. Many times a decision is given to you as you progress through the application. At times we may need to place your account(s) into a Pending status while we attempt to contact you for additional details. Please note the funding of your account(s) can take 2-3 business days.

What's a promotional code?

A promotional code is a set of numbers and/or letters that you may receive from us in conjunction with a promotion we are doing. Not all applications will have a promotional code, so if you did not receive a promotional code from us via direct mail, Web offering, etc., then proceed to through the application without entering a code.

How do I navigate through the application?

Once you complete each page of the application you will be automatically taken to the next page in the application. To return to the previous step in the application, click the Previous Step button at the bottom of the page.

What happens when I complete the application?

Upon completion of all of the application steps, your account(s) will be loaded in our system. The initial funding of your account can take 2-3 business days before you will see that amount in your balance. You will need to mail in your signature card within 10 days of account opening. If applicable your debit card(s) and checks will be sent to you in the mail within 7-10 days of funding. You should expect to hear from us shortly after opening your account to see if you have any questions.

What's a signature card? Why do I need to mail it back to you?

A signature card allows us to service your account. It is important to sign and mail your signature card to us as soon as possible. If you are applying for a joint account, please make sure both people sign the signature card.

How do I get my account opening documents if I open an account online?

As part of the online account opening process, you will be asked to give consent to receive account opening documents and notices from us electronically. We encourage you to print or save copies of these documents. Some of the disclosures, rate information and terms and conditions are in Adobe Acrobat PDF format and require Adobe Reader to open.

When will I know my account has been opened?

You will receive an email from us letting you know your account is open and ready for you to use. Once you receive your debit card (if applicable) we encourage you to enroll for Online Access using our automated enrollment process. Should you want to enroll for Online Access before receiving your debit card or if you did not request a debit card, please visit one of our convenient locations.

Why did my application time out?

For security reasons, if your online account application is idle for more than 15 minutes it will be automatically be timed out. You will need to either restart your application or continue the existing application.

How secure is my information?

We are committed to making sure that your personal information is safe and secure. With our security infrastructure in place, we are confident that access to your account is private and secure.

How do I fund my account if I don't already have a bank account?

You may choose to mail in a check or money order to fund your account. To avoid having it returned to you, such items must be made payable to you exactly as your name appears on your application. Additionally they should be endorsed by you. You may also contact our ExpressBank and process your account application by phone.

How do I enroll for mobile access?

For Personal Accounts, you will need the following:

Access to the Online Access website or Mobile Access App
Bank of Albuquerque Account Number
Debit/ATM Card Number and PIN
Social Security Number
Email Address

If you do not have this information, you will need to visit one of our convenient locations to enroll in person. Once you have enrolled, logged in, and verified your identity via the SMS text verification code sent to your cell, you can use Mobile Access.

For Business Accounts - You will need to complete and sign the Business Online Access enrollment form located at Business Online Access. You can bring your completed enrollment form to any of our convenient locations to enroll in person or you can mail or fax it to us. If you choose to mail or fax your enrollment form, we will process your request within two business days of receiving your completed form and send you an email with instructions for logging on. Once you have enrolled, verified your identity and logged in, you will be able to use Online and Mobile Access.

NOTE: You will need a username and password to access your accounts online and in mobile. A username and password are created during the enrollment process.

Customer support

What if I have more questions or need assistance?

If you can't find the answers to your questions online, please call 800-583-0709.

Mobile access

What accounts can I access through Mobile Access?

You can access your personal checking, savings, money market accounts, installment loans, home equity loans and lines of credit, mortgage loans, personal lines of credit, certificates of deposit (CDs), and IRAs.

What services are available to me through Mobile Access?

Mobile Access provides a safe and convenient way to do your banking while on the go. You can check account balances, view transactions, transfer funds, find ATM and Banking Center locations and more. You can even pay bills online if you sign up for Online Bill Pay.

How much does Mobile Access cost?

Mobile Access is a free service, however, please check with your phone carrier regarding applicable charges and fees that may apply from use of their service.

What if I forgot my Username and Password?

You can use the "Need Help Logging In?" link on the Mobile Access login page to retrieve your username and/or reset your password. If you are unable to successfully retrieve your username or password using the link you can visit one of our banking centers or call 800-583-0709.

How far back can I see transaction history?

You may access up to 18 months of transaction history. Mobile Access will display your most recent 15 days of transactions by default, but you can expand up to 18 months of history.

What is a pending transaction?

Pending transactions include credits and debits that have not yet posted to your account history. This may include items such as Debit Card purchases, cashed checks, and other holds applied to your available balance. A purchase made with your Debit Card will debit your account at the time of the transaction and the funds are placed on temporary hold for up to three business days (for most transactions) or until the item clears. If we do not receive the completed transaction from the merchant within that time frame the pending debit is released. Once we receive the completed transaction from the merchant the debit will post to your account history.

In some cases the amount of the pending transaction may not match the actual amount of the transaction. This is because some merchants request us to authorize a general amount such as $1 or the amount that they estimate you will spend, which could be higher or lower than the actual amount of the transaction. When the transaction posts, your account is charged the amount of the transaction presented by the merchant. Some Debit Card transactions may not show as pending transactions and may not affect your available balance until they post.

Can I view images of checks in Mobile Access?

Yes. Just go to your list of accounts and tap on an account. When the account activity is displayed, just look for that item and click the link. Images are generally posted by 11:00 a.m. for all checks that cleared the previous business day.

Can I view images of deposited checks in Mobile Access?

Yes. You can view images of checks that were deposited at a banking center or via Mobile Deposit. Just go to your list of accounts and select the desired account. When the account activity is displayed, look for the deposit in question and click on the link. Images are available when deposits post to your account transaction history.

What Mobile Operating System versions are compatible with Mobile Access?

For the best user experience it is recommended that your device has the most recent operating system version installed.

The Apple app is available for iPhones, iPads, and iPod touch devices running iOS 10 or greater. Available for download through the iTunes App Store.
The Android app is available for Android phones and tablets with an operating system of 4.4 and greater. Available for download through the Google Play Store.

How accurate is the locator

Directions and maps regarding our banking locations and ATM's are for informational purposes only. The accuracy of the locator is dependent upon your device's ability to determine your location.

How do I update my account nicknames?

Log into Mobile Access, choose Account Preferences from the menu, and select Customize Account Display to easily update account nicknames.

Internal transfers

How can I change or cancel a future-dated transfer?

For transfers initiated within Online or Mobile Access, future-dated (or recurring) transfers can be changed or cancelled by selecting Pending Transfers within Online or Mobile Access.

If I make a transfer with Online or Mobile Access, when will it be available?

The transfer will be posted to your account as same-day as long as it is submitted prior to 10 p.m. (CT) on a business day. Transfers occurring after 10 p.m. (CT) on a business day, or at any time on a weekend or holiday will post to the receiving account effective the next business day.

What types of funds transfers can I do with Online Access?

With Online or Mobile Access, you can conduct the following funds transfers among Bank of Albuquerque online accounts:

Checking to checking
Checking to savings
Checking to personal installment loan
Savings to savings
Savings to checking
Personal Line of credit to checking or savings account

What is the cutoff time to transfer funds?

The cutoff time for transferring funds is 10:00 p.m. (CT).

Funds transferred after 10:00 p.m. (CT) or on weekends and holidays will be processed on the next business day.

Are there limits on the number of transfers I can make?

Many accounts do not have a limit on the number of transfers you can make. However, savings accounts, by Federal regulation, are not allowed more than six pre-authorized withdrawals or transfers per month (including no more than three checks). Refer to your rules for specific accounts to determine if your account is subject to these limitations.

Can I make my funds transfers recurring?

Yes, you can make your funds transfer recurring. Select the "Recurring Payment" option from the menu in Online or Mobile Access.

What is the difference between an Online or Mobile Access funds transfer and an Online or Mobile Bill Pay Payment?

An Online or Mobile Access funds transfer moves money between your Bank of Albuquerque deposit or loan accounts. An Online or Mobile Bill Pay Payment is similar to writing a check and payees may be Bank of Albuquerque or third parties.

External transfers

What is an external transfer?

An external transfer is the secure movement of money between your eligible Bank of Albuquerque account, and your own accounts at other financial institutions within the United States. However, it does not cover the transfer of funds to other individuals.

How much does it cost to send and receive external transfers?

Inbound transfers - $0
Outbound transfers up to $2,500, 3 business days - $3

What kinds of accounts are eligible to send an external transfer?

To activate External Transfers you must have at least one eligible deposit account with Bank of Albuquerque such as a checking, money market or savings account.

Where can I find the routing number of my bank at another financial institution?

You can find the routing number for your bank at another financial institution by reviewing a check from that account. The routing number is typically the first group of numbers on the bottom left of your check.

You may also look up the routing number at http://routingnumber.aba.com/.

Why am I having trouble setting up my external account?

Please contact your bank or other financial institution to verify the correct routing and account numbers. Some credit unions may have a different account number than what is noted on your statements.

Can I transfer funds to my account at a financial institution outside of the United States?

No, you can only transfer funds to your accounts held at United States financial institutions.

How are daily limits calculated?

Daily limits apply to all external transfer transactions processed on a business day in the daily cutoff batch process at 10 p.m. CT. This includes all transactions scheduled after the 10 p.m. CT cutoff from the previous business day. Please review your External Transfers Terms and Conditions for more information regarding external transfer limitations.

How many external transfers can I schedule in one day?

You may schedule unlimited external transfers every day, up to $2,500.

How long does it take to transfer funds to my external account from my Bank of Albuquerque account?

Transfers between your Bank of Albuquerque account and non-Bank of Albuquerque accounts will be initiated on the transfer date you selected. It will take up to 3 business days for the transfer to be received at the non-Bank of Albuquerque account.

How long does it take to receive funds for an incoming external transfer from my non-Bank of Albuquerque account?

Funds transferred into your account by external transfer will be available at the end of the third business day following the date of the scheduled transfer.

Can an incoming or outgoing external transfer be canceled once it has been scheduled?

Same-day incoming and outgoing external transfers cannot be canceled once they have been scheduled. Future-dated transfers can be canceled prior to the transfer date.

How do I enroll in External Transfers from Online Access?

Log in to Online Access and select “External Transfer Enrollment” from the Actions and Tools menu. Review and agree to the Terms & Conditions, then select “OK” when prompted.

How do I enroll in External Transfers from Mobile Access?

Log in to your mobile app and select “Transfer” from the menu.
On the Transfers screen, select “External Transfer Enrollment”, and either view the help screens that follow, or close them.
Review and agree to the Terms & Conditions”
Select “OK” when prompted.

How do I set up my first external transfer account in Online Access?

Once you are enrolled, log in to Online Access and select “Schedule a Transfer” from the Actions and Tools menu.
Select the “Add External Account” tab and follow the prompts to enter your external account information.”
Once you click “Next” you will be asked to authorize the information before selecting “Add Account”.
For your protection, there is one more verification step required before you can make your first transfer. We will make two small deposits into your external account over a period of 2-3 business days.
Check your external account to view these deposits
Once you’ve viewed the deposits, log back in to Online Access
When prompted, select “Confirm External Account” and enter the two deposit amounts to complete the process.

How do I set up my first external transfer account in Mobile Access?

Once you are enrolled, log in to your mobile app and select “Transfer” from the menu.
Select “Add External Account” and follow the prompts to enter your external account information.”
Once you click “Next” you will be asked to authorize the information before selecting “Add Account”. You can also make edits from this screen.
We will make two small deposits into your external account over a period of 2-3 business days.
Check your external account to view these deposits
Once you’ve viewed the deposits, log back in to your mobile app and select Transfer
Go to “Manage External Accounts” and select the external account that needs confirmation.
When prompted, enter the two deposit amounts and click “Confirm”.

How do I set up a one-time external transfer in Online Access?

Log in Online Access and select “Schedule a Transfer” from the Actions and Tools menu.
Select the “Schedule a Transfer” tab and complete the form.
For a one-time future dated transfer, under “Frequency”, select “One-Time” and click “Next”.
On the following screen, select the amount, and date on which you would like to send the transfer.
Complete the form and select “Make Transfer”.

How do I set up a one-time external transfer in Mobile Access?

Log in to your mobile app and select “Transfer” from the menu.
Select “Create One-Time Transfer” and complete the form.
For a one-time transfer, under “Frequency”, select “One-Time” and click “Next”.
Review your transfer details and select “Make Transfer”. (You may also edit transfer details from this screen.)

From Online Access, how do I set up a recurring transfer between my eligible Bank of Albuquerque accounts and my external accounts?

Log in to Online Access and select “Schedule a Transfer” from the Actions and Tools menu.
Complete the form within the “Schedule a Transfer” tab.
For recurring transfers, under “Frequency”, select “Recurring”.
Within the resulting drop-down, enter the frequency desired and the number of transfers, then select “Save”.

From Mobile Access, how do I set up a recurring transfer between my eligible Bank of Albuquerque accounts and external accounts?

Log in to your mobile app and select “Transfer” from the menu.
Select “Schedule a Transfer”
Enter your account information.
Under “Frequency”, select the preferred frequency of your external transfers.
Enter the Transfer Date and Amount, then select ”Next”
Review your transfer details and select “Make Transfer”. (You may also edit transfer details from this screen.)

How do I change or delete a recurring external transfer in Online Access?

Log in to Online Access and select “Transfer Activity” from the Actions and Tools menu.
Click the plus sign next to Scheduled & In-Progress to expand the list.
Select “View/Edit” for the transfer you wish to edit or delete, and make the desired changes.

How do I change or delete a recurring external transfer from Mobile Access?

Log in to Mobile Access and select “Transfer” from the menu.
Select “Pending Transfers”
Select the transfer you wish to edit or delete, and make changes as needed.

How far in advance can I schedule a transfer?

An external transfer can be scheduled up to 12 months in advance.

How do I view my transfer history in Online Access?

Log in to Online Access and select “Transfer Activity” from the Actions and Tools menu.
Select Account, Status, and History details from the respective drop down menus
You may also select “Search” to narrow search criteria for the transfers you wish to review
Click on “View Details” next to each transfer you wish to view.

How do I view my transfer history on Mobile Access?

Log in to your mobile app and select “View Transfer Activity” from the menu.
Use the Search feature (magnifying glass icon) to narrow search criteria for the transfers you wish to review

Mobile deposit

What is Mobile Deposit?

With Mobile Deposit from Bank of Albuquerque, you can make a deposit anytime, anywhere! Save yourself a trip to the bank by depositing checks with your phone, even after hours, simply by taking a picture. It's easy, safe and the most convenient way to deposit checks. Make deposits anytime, anywhere.

Enjoy the convenience of making deposits 24 hours a day, even weekends and holidays.
Extend the business day. Deposits received by 10:00 p.m. are processed the same business day. Deposits received after 10:00 p.m., on weekends or holidays will be processed the next business day.
Get money to the bank faster. You will save time by avoiding trips to the banking center when you use Mobile Deposit. Each deposit should typically take just a minute or two, depending on your connection speed.

How do I make a mobile deposit?

To make a deposit please follow these steps:

Launch the Mobile Access App, log in, and select Mobile Deposit from the main menu
On the Mobile Deposits screen tap Make a Deposit
Select the account where you wish to deposit your check
Enter the amount of the check, then select Next
Center the front of the check within the frame displayed on your screen and the picture will be automatically taken for you, then select Done
Center the back of the check within the frame displayed on your screen and the picture will be automatically taken for you, then select Done
Verify your deposit information and select Deposit Check

That's it! You’ve sent your deposit through a secure connection to Bank of Albuquerque. You can also review your mobile deposits and see the images you've submitted by selecting Mobile Deposit History.

When will my deposit be processed?

Deposits accepted before 10:00 p.m. CT will be processed the same business day. Deposits accepted after 10:00 p.m., or on weekends or holidays, will be processed the next business day.
For example, if your deposit is accepted on Saturday, the deposit would be credited to your account on Monday and available on Tuesday.

When will my funds from Mobile Deposits be available?

If your deposit was accepted prior to 10 p.m. (CT) your deposit will generally be available to you the next business day. Deposits made after 10 p.m. (CT), or on weekends or holidays, will generally be processed the next business day. All deposits are subject to review and funds from your deposit may not be available for immediate withdrawal.

Can I see my Mobile Deposit History?

Yes, you can review your Mobile Deposits and see the images you've submitted by selecting the Mobile Deposit History Screen or by viewing your account transaction history.

What happens if I mistakenly deposit the same check twice?

Bank of Albuquerque Mobile Deposit has a built-in duplicate detection system and will notify you if the same check is entered twice.

Are there limits to how much I can deposit?

Yes, accounts currently have a rolling 30 day deposit limit. We will display your limit on the deposit screen to assist you during your deposit. Additional information will be available by tapping the info icon displayed next to your current limit.

How do I know when Bank of Albuquerque has received my deposit?

You will receive a confirmation message and a unique confirmation ID when your deposit has been accepted for processing. In addition, you will also receive an email with detailed information and the status of your deposit. Your recent deposit and status will also be stored in the "Deposit History" screen within the App.

What do I do with the check after it has been deposited?

After you receive confirmation that your check has been accepted for processing, store the paper check in a safe place for 7 days, then write “VOID” on the face of the check and destroy it.

When can I use Mobile Deposit?

You can use Mobile Deposit 24 hours a day, including weekends and holidays.

Do you have any suggestions for taking good photos?

All images are reviewed for clarity and completeness. If an error is detected, the App will prompt you to retake the photo. Follow these tips to help ensure a good photo is taken:

Ensure the area is well-lit
Place the check on a dark surface
Remove objects or other items from view
Make sure all four corners of the check are visible. Use the guides built into the App to help you line up the picture
Position the camera directly above the check

You can also change your Mobile Deposit settings at any time by selecting the “Mobile Deposit Settings” option on the Mobile Deposits screen.

How much does Mobile Deposit cost?

There are no fees for the service. Your mobile carrier's data charges may apply.

Will Mobile Deposit work on my phone and/or mobile device?

Mobile Deposit works on most iPhone^®and Android^™ phones, iPod Touch^™ and iPad^™.

How secure is Mobile Deposit?

Mobile Deposit is very secure. We use password protection and 256-Bit SSL Encryption - the same security used for Online Access.

How do I review and print the Terms and Conditions?

You can view and print the Terms and Conditions here.

Why am I unable to deposit my check?

There are a few common errors that may cause your check to be rejected:

Blurry pictures (retake your photos with a steady hand, in a well lit area)
Folded or torn corners
Front image is not legible
Routing and account numbers are unclear
Image is too dark

Try using Mobile Deposit in a well lit area to prevent shadows and poor image quality. Keep your hands clear of the check while taking the picture.

How many checks can I deposit using Mobile Deposit?

You can deposit as many checks as you'd like, up to your personalized deposit limit. However, you can only deposit one check at a time.

Why am I being prompted to allow camera access?

Mobile deposit will automatically take the picture for you. However, to do this you may be required to allow camera access.

How can I allow access to my camera if I didn’t do it when prompted?

Go to Settings > Privacy > Camera > turn on access for Bank of Albuquerque.

Bill Pay

What is Online Bill Pay?

Online Bill Pay is a service that lets you pay your bills using Online or Mobile Access. It's easy and fast. No checks to write, no envelopes to address and no stamps to lick.

How much does Online Bill Pay cost?

Refer to your product brochure for applicable fees for the use of the Service.

What type of account do I need for Online and Mobile Bill Pay?

To use Online or Mobile Bill Pay, you will need a personal or small business checking account. Bill Pay payments may be made only from an eligible checking account. Money Market and Savings are not eligible for Bill Pay.

What can I do through Online and Mobile Access Bill Pay?

Once you enroll, you will be able to do the following in Mobile Access:

Add Payees
Schedule one-time, future dated, or recurring payments.
Confirm, edit or delete payee information.
Review upcoming scheduled payments and edit or cancel them if needed.

How do I enroll for Online or Mobile Bill Pay?

Enroll using Online Access: Select “Enroll in Bill Pay” from the Actions and Tools menu where you will be prompted with the Bill Pay Terms and Conditions. Once you have reviewed and accepted the Terms and Conditions, you will be enrolled and ready to use Bill Pay.
Enroll using the Mobile Access app: Select “Bill Pay” from the menu where you will be prompted with the Bill Pay Terms and Conditions. Once you have reviewed and accepted the Terms and Conditions, you will be enrolled and ready to use Bill Pay.

If you have a small business account, simply follow the same steps as above to complete Bill Pay enrollment.

When will payments be sent using Online or Mobile Bill Pay?

If you submit your payment request prior to 8:00 p.m. (CT) on a business day (Monday-Friday, excluding holidays), the payment will be sent the following business day.
If your payment request is made on a non-business day, the payment will be processed on the next business day and sent the following business day.
When scheduling a future dated or recurring payment, if the Process Date falls on a non-business day, the payment will be processed on the next business day and sent the following business day.
We recommend that all Process Dates you select be at least seven business days before the actual "payment due date", not the late date and/or grace period.
Funds will be withdrawn from your account according to the Terms and Conditions. See the next FAQ for details.

When will funds be deducted from my account?

Payments made electronically -

We charge your transaction account on the selected Process Date and remit funds to the designated payee on your behalf. The payment is estimated to arrive in 2 Business Days..

Payments made via Paper Check -

We process a paper check containing your transaction account routing number and transaction account number to the designated payee on your behalf. The funds will remain in your transaction account until the check has cleared. The payment is estimated to arrive in 4 Business Days.

To whom can I make payments?

Online Bill Pay may not be used for the following types of payments:

Payments to settle securities transactions
Payments to pay off special or delayed financing for purchases
Payments to credit counseling agencies that pay creditors on your behalf
Payments to payees outside of the United States
Payments to unlawful Internet gambling sites
Court-ordered payments such as alimony, child support, speeding tickets, etc.
Tax entities
Collection agencies

How do I add payees?

In Online Access, select "Manage Payees" from the Actions and Tools menu and then select Add a Payee. In Mobile Access, select Bill Pay from the main menu, then select "Manage Payees." Tap the “Add Payee” button in the upper right-hand corner. In the Payee Name field, simply type in the name of the merchant or person you wish to add. If you see your merchant on the list provided, select the merchant and click Add Payee. If you do not see your merchant on the list, finish entering the payee’s complete name and simply click Add Payee. Enter the requested information for the merchant and click Next. Confirm the information was entered correctly and click Add Payee. Once the payee has been added, you can schedule a payment.

What if my payee doesn't appear in the list and I have to add it manually?

After entering the name of the payee you would like to set up, a list of merchants will appear. If you see your payee on this list, please select that payee as this will help ensure the payment is sent electronically. If you do not see your payee on this list, simply add it manually. In both cases, your payee will be successfully added to your list of payees.

How do I know if my payment will be sent electronically or by mail?

From the Manage Payees screen, each payee will have either 2 Business Days or 4 Business Days next to the Estimated Delivery line indicating whether the payment will be sent electronically or by mail.

How far in advance should I set up payments?

In general your payment date should be at least seven business days from the date you set up a payment. However, the number of days required to make a payment can vary by payee based on the method your payee can receive payments.

What are "pending payments?"

Pending payments are payments you have scheduled through Online or Mobile Bill Pay, which have not yet been processed and sent to the payee.

How do I know if a payment was received?

You can verify that a payment was processed by checking your Payment History. A "Paid" status indicates a payment has been sent. Electronic payments are debited once they have been processed and accepted by the payee. When a paper payment clears your account and the funds are debited from your account the check has been cashed.

Can I schedule recurring payments?

Yes. You can schedule one recurring payment per payee. Only one recurring payment can be scheduled for a payee at any given time. This feature allows you the convenience of scheduling payments to be made on an ongoing basis. This feature is especially convenient for setting up payments that are for the same amount and made at regular frequencies like your mortgage (every month), water bill (every other month) or car insurance (twice a year). You can schedule recurring payments to be made weekly, every two weeks, twice a month, monthly, every four weeks, every two months, quarterly, every six months and once a year.

In Online Access, select “Schedule Payments” from the Actions and Tools menu and enter the bill payment amount for the associated payee. Next, select “Recurring Payment” and choose the frequency and number of payments to occur.

In Mobile Access, select Bill Pay from the main menu, then select “Schedule Recurring Payment.” Next, select the payee you wish to pay and enter the payment, frequency and number of payments to occur.

Can I cancel or edit payments in Online and Mobile Access?

Yes. Payments scheduled after 8 p.m. (CT) on the previous business day and prior to 3 p.m. (CT) on the Process Day can be edited or cancelled up until 3 p.m. (CT) on the Process Date. Payments scheduled after 3 p.m. (CT) but before 8 p.m. (CT) can be edited or cancelled up until 8 p.m. (CT) on the Process Date.

If I cancel a payment, how will I know that the payment wasn't processed?

The payment will no longer appear on the "Pending Payments" screen. Instead, next time you log on to Online or Mobile Access, the payment will appear in your "Payment History" having a status of Cancelled.

Account Security

Why do I need to enter a verification code to login?

Verification codes help to ensure your information is secure by protecting you from fraud. If our security tools detect unusual or abnormal patterns while logging in to your Online Banking account, we will send a verification code via SMS text to one of the phone numbers that you have on file. Verification codes, coupled with your password, could be required for account access to provide an extra layer of protection.

Will I be asked to enter a verification code every time I log in?

No, this will only happen occasionally when we need to verify your identity using an extra layer of security. There are many factors that may require you to enter a verification code.

Why do I need an extra layer of protection?

Online fraud is becoming more advanced and complex. Adding an extra layer of security helps ensure your financial information is kept safe.

Can I access Online Access from multiple computers?

Yes, you can access Online Access from multiple computers. Logging on to your account from a new computer may require you to enter a verification code and confirm your identity.

How do I add a phone number to the list?

You can add or edit your phone numbers from the "Account Preferences" menu in Mobile Access, or by selecting "Change email and phone" from the account profile tab in Online Access.

Mobile alerts

What is Mobile Access Alerts?

Mobile Access Alerts is a free feature that sends either an email or push notification regarding specific bank transactions and/or information that you previously requested to receive.

What operating system is required to activate Alerts?

For the best user experience it is recommended that your device has the most recent operating system version installed.

iPhone, iPad and iPod Touch users will need iOS 10 or later. Android users will need OS 5 or later.

What different Mobile Access alerts can I set up?

There are many options available. You may choose from the following alerts below and receive them by email and/or push notification.

Deposit Alerts

Deposit

A deposit alert will be sent when a branch, ATM or mobile deposit exceeds the amount you set.

Direct Deposit

A direct Deposit alert will be sent when a direct deposit is posted to your account.

Mobile Deposit

An alert will be sent any time the status of a mobile deposit you’ve submitted changes.

Incoming Wire transfer

An alert will be sent when a wire transfer is credited to your account.

Debit Card Return

An alert will be sent when funds from a return of goods or services are re-posted back to your account.

Withdrawal Alerts

ATM Withdrawal

An ATM Withdrawal alert will be sent when an ATM withdrawal exceeds a dollar amount you set.

Bill Payment

A Bill Payment alert is sent when an electronic bill payment has posted to your account.

Check Posted

Check Posted alerts are sent when a check posts to your account that exceeds the dollar amount you set.

Check Number

A Check Number alert will be sent when a check posted to your account matches a check number you specified.

Debit Card

Debit Card alerts are sent when a transaction has posted to your account that exceeds the dollar amount you set.

Online or Mobile Transfer

You will receive an Online or Mobile Transfer alert (withdrawal only) when an online access transfer occurs and exceeds the dollar amount you set.

Electronic Deduction (ACH)

Electronic Deduction (ACH) alerts are sent when an electronic draft is deducted from your account that exceeds the dollar amount you set.

Outgoing Wire Transfer

An Outgoing Wire Transfer alert will be sent when funds are wired out of your account.

Account Status Alerts

Low Balance

A Low Balance alert will be sent when your account balance falls below a dollar amount you set.

Daily Balance

A Daily Balance alert will be delivered advising you of the balance on your account.

NOTE: Mobile Alert push notifications can only be edited when using the mobile app and not within Online Access.

How soon will I get a Mobile Alert?

In general, our Alerts are sent close to real-time. This means we will do our best to notify you of the selected activity as close as possible to the time it actually occurred.

How do I enroll in Mobile Alerts?

By default, you are automatically enrolled into Mobile Alerts. Refer to “How do I set up a Mobile Alert?” for activating alerts.

How do I set up a Mobile Alert?

Log in to the Mobile Access app and select Manage Alerts from the menu. Select Add/Edit Alerts and then choose the account that the alert will be for. Select an alert from the provided list and update your desired notification preference.

How do I turn a Mobile Alert off?

Log in to the Mobile Access app and select Manage Alerts from the menu. Select Add/Edit Alerts and then choose the account and specific alert you wish to turn off. Toggle the notifications off and save your changes.

How do I receive a Mobile Alert?

You will receive Mobile Access Alerts through email and/or push notification. Select Manage Email Address from the Manage Alerts menu to add or change email addresses for delivery.

How do I delete my Mobile Alert history?

Log in to the Mobile Access app and select View Alerts from the menu. Tap Edit and select the alert or alerts you wish to delete. Once you make your selection, tap the trash icon and confirm you wish to delete. Another method to delete an alert is to swipe an alert to the left and select the Delete flag.

What is a push notification?

A Push Notification allows an app to send information to your phone (via a badge, alert, or pop up message) even when the app isn’t in use. Our Push Notification system will send you a message, and when you select it, it will direct you back to our Mobile Access App to log in. You must allow push notifications in your phone's settings to receive them.

Do you send alerts via text message?

Not yet, but this is something that we are exploring and hope to provide in the future.

What accounts are eligible for alerts?

Alerts can be set up on personal and business checking, savings and money market accounts.

How do I change my email address or add another one?

Select Manage Email Address from the Manage Alerts menu to add or change email addresses for alert delivery.

How do I know if I have a new alert?

You will receive new alerts through email and/or push notification. To see if you have a new alert inside the Mobile Access app, navigate to the menu and find the View Alerts tab. If this tab is illuminated in red then you have a new alert.

Can I reply to emailed alerts?

No, the emails are sent automatically and your reply will not be received.

Will Alerts help to prevent banking fees?

Mobile Access Alerts can help prevent fees by allowing you to actively manage your bank accounts at your convenience, anytime, anywhere. We do our best to provide alerts in a timely manner with accurate information, but alerts may be delayed or prevented by a variety of factors beyond our control. We cannot guarantee the delivery of alerts nor the accuracy of the content. We are also not responsible for any actions taken (or not taken) by you or any third party as the result of an alert.

Self service

What self-service features are available with Online Access?

There are a number of self-service features available through Online Access.

Order checks
Manage Statement Delivery Preferences
Request a stop payment on specific checks
Request copies of checks
View and print online Statements
Change your address
Change your email address
Create nicknames for your checking and savings account
Mask or unmask your account numbers
Hide or unhide accounts

What self-service features are available with Mobile Access?

Below is a list of the self-service features available through Mobile Access.

Manage Statement Delivery Preferences
View Online Statements
Change your phone number(s)
Change your email address
Order Checks
Create nicknames for your checking and savings account
Mask or unmask your account numbers
Hide or unhide accounts

How do I contact Bank of Albuquerque with a question about Online or Mobile Access or Bill Pay?

Call ExpressBank at 800-583-0709, or schedule an appointment to visit us at the banking center location nearest you.

If you are not an Online Access user, click the Contact Us link from our homepage.

How can I make finding accounts I need to access easier?

By using the Customize feature in Online Access, you will be able to create a memorable name for all of your accounts. You will be able to name accounts according to their intended purpose like tuition expenses, vacation funds or children's savings account.

What if I forgot my Username?

You can use the "Need Help Logging In?" link on the Mobile Access login page to retrieve your username and/or reset your password. If you are unable to successfully retrieve your username or password using the link you can visit one of our banking centers or call ExpressBank at 800-583-0709 for assistance.

How do I cancel my Online or Mobile Access service?

To cancel your service, please contact our ExpressBank.

Can I change my email address online?

Yes. In Online Access, go to the Welcome dropdown menu and select Change Contact Information. Select the Edit button next to Email Address and update your information.
In Mobile Access, go to Account Preferences from the menu and select Update Contact Information. Update your email address and your information will be updated in our system.

Can I change my mailing address online?

Yes. In Online Access, go to the Welcome dropdown menu and select Change Contact Information. Select the Edit button next to Email Address and update your information.

In Mobile Access, go to Account Preferences from the menu and select Update Contact Information. Update your email address and your information will be updated in our system.

Can I change my phone number(s)?

Yes. In Online Access, go to the Welcome dropdown menu and select Change Contact Information. Select the Edit button next to Phone Number(s) and update your information.

In Mobile Access, go to Account Preferences from the menu and select Update Contact Information. Update your phone number(s) and your information will be updated in our system.

Can I order checks in Online and Mobile Access?

Yes, sign on to Online Access, select Order Checks from the Actions and Tools menu and follow the instructions. You will have the ability to customize your check order with different check designs, formats and quantities.

In Mobile Access, select Order Checks from the menu and follow the prompts to complete your order.

Can I set Mobile Access and Bill Pay alerts to monitor my account activity?

Yes. Sign on to the Mobile Access app and click the Manage Alerts tab to set up an alert.

What is an Online Statement?

An Online Statement is an electronic, PDF version of your account statement. It contains the same account information as paper statements. It is delivered through Online and Mobile Access instead of through the U.S. mail.

Which accounts are eligible for Online Statements?

Online Statements are available for checking, savings, money market, personal loans, personal lines of credit, business loans and business lines of credit.

How long are Online Statements stored online?

You can access up to seven years of statements in Online Access or the mobile app.

How do I turn off paper statements?

Statements are made available to you in Online and Mobile Access and a paper copy is sent via U.S. mail by default. To turn off paper statements, select Statements & Tax Forms from the main menu, choose Manage Statement Preferences, and change the slider to Online Only. Save the changes and accept the Terms & Conditions to complete the update.

Once I’ve turned off paper statements, how do I receive paper statements again?

You can manage your statement delivery preferences at any time in Online and Mobile Access. Select Statements & Tax Forms from the main menu, choose Manage Statement Preferences, and use the slider to change the delivery method for each account statement.

Are Online Statements Secure?

Yes. By logging in using your online credentials your connection is secure. See our Online Security page to learn more about how we ensure your information is safe.

Is there a cost for Online Statements?

There is no charge to receive Online Statements.

How will I know when my statement is available online?

We will send an email to the primary email address you have on file when a new statement becomes available. If you’re a Mobile Access user and have push notifications enabled, we’ll also send a push notification to your mobile device.

What happens if I close my account that has online statements?

Once you’ve closed your account, statements for that account will no longer be accessible online. To obtain a copy of a statement for a closed account, please visit one of our convenient banking center locations or contact ExpressBank.

Can I receive year-end Tax Forms online?

Yes, copies of 1098, 1099 and 5498 year-end tax forms are available on the Statements and Tax Forms page in Online or Mobile Access.

Face ID, Touch ID and Android fingerprint login?

What are Touch ID, Face ID and Android Fingerprint Login?

Touch ID and Android Fingerprint Login is the ability for the iPhone, iPad or Android sensors to read your fingerprint and unlock your Phone or Mobile Access App. Face ID is the ability for the iPhone camera to capture an image of your face and unlock your iPhone or Mobile Access app.

What devices support Touch ID, Face ID and Android Fingerprint Login?

Touch ID:

iPhone 5s and newer
iPad Air 2 and newer
iPad mini 3 and newer
iPad Pro

Face ID:

iPhone X

Android Fingerprint Login:

Fingerprint compatible devices running OS 6.0 or higher

How do I set up Touch ID, Face ID or Android Fingerprint Login for my Bank of Albuquerque Mobile Access App?

Touch ID: First, you need to set up Touch ID, Face ID or Fingerprint Login on your iOS or Android device. Once you have enabled these options, navigate to the Bank of Albuquerque Banking App and the app with automatically prompt you to set it up.

What if I did not opt to set up Touch ID, Face ID or Android Fingerprint Login for the Bank of Albuquerque Mobile Access app when I was prompted?

You can still set it up as follows:

Touch ID or Face ID:

Go to Account Preferences on the main menu of the app
From Account Preferences, select Login Settings/Touch ID
For Face ID, follow the same steps and select Login settings/Face ID

Android Fingerprint Login

Go to Account Preferences on the main menu of the app
From Account Preferences, select Login Settings/Fingerprint Login

How secure is it to use Touch ID, Face ID or Android Fingerprint Login as my password for my Bank of Albuquerque Mobile Access app?

Your fingerprint is one of the safest passwords in the world because it is always with you, and no two are exactly alike. When you use Touch ID, a mathematical representation of your fingerprint is created. This fingerprint data is encrypted and securely stored in your device’s Secure Enclave. This hardened section of your device provides extra protection against anyone who might try to obtain unauthorized access to your data. Any data protected by Touch ID can only be decrypted when a matching fingerprint has been used to unlock your device. Using Touch ID is just as safe, if not safer, than using a user name and password to login.

Face ID: The technology that enables Face ID is some of the most advanced hardware and software Apple has created. The camera captures accurate face data by projecting an analyzing over 30,000 invisible dots to create a depth map of your face and also captures an infrared image of your face. This face data is encrypted and securely stored in your device’s Secure Enclave. This hardened section of your device provides extra protection against anyone who might try to obtain unauthorized access to your data. As an additional protection, Face ID allows only five unsuccessful match attempts before a passcode is required.

How do I turn off Touch ID, Face ID or Android Fingerprint Login for the Bank of Albuquerque Mobile Access app?

Touch ID: To turn it off in the Mobile Access app, go to Account Preferences > Login Settings/Touch ID from the main menu of the Mobile Access app.
Face ID: Turn off Face ID for the Mobile Access App by logging into the app and selecting Account Preferences > Login Settings/Face ID > Face ID and turn the setting to off.
Android Fingerprint Login: Turn off Fingerprint Login for the Mobile Access App by logging into the app and selecting Account Preferences > Login Settings/Fingerprint Login > Fingerprint Login and turn the setting to off.

I have enabled Touch ID, Face ID or Android Fingerprint Login on my phone, why isn’t it working for the Bank of Albuquerque Mobile Access app?

You will need to enable these options within the Bank of Albuquerque Mobile Access app. Here’s how:

Go to Account Preferences > Login Settings > Touch ID or Face ID, and turn the setting to on.
For Android Fingerprint Login, Go to Account Preferences > Login Settings/Fingerprint Login

How many fingerprints can be stored on my device?

Apple will store up to 5 individual fingerprints per device.

Appointment setting

What are the advantages of scheduling an appointment online or via mobile app?

Appointments are designed for your benefit. By scheduling an appointment online or via mobile app, we will have a Relationship Banker ready and waiting for you at your selected date and time to discuss your financial needs. No waiting in line and no question if someone will be prepared to assist you.

What should I do if the appointment type I need isn't an option?

Appointments are available if you wish to open a new Personal or Business checking or savings account, apply for a loan, or discuss your existing accounts. If you would like to visit with our Mortgage or Investment teams, please call the appropriate number above. Otherwise, please select the appointment type most closely associated with your needs and include any relevant notes in the Additional Information section of your appointment.

Can I schedule an appointment for today or tomorrow?

We want to make sure you have an outstanding experience with your appointment. To do that, we ask that appointments are scheduled at least one day in advance to give our Banking Centers an opportunity to prepare for your visit. If your need is more urgent, visit any one of our Banking Centers and we would be happy to help you. Clients without an appointment are served on a first-come first-served basis.

May I schedule an appointment with a specific banker?

While appointments cannot currently be scheduled online or via mobile app with a specific banker, be assured that one of our knowledgeable Relationship Bankers will be available to meet exclusively with you.

How do I know if my appointment has been confirmed?

Look for an email confirmation of your appointment that will include your unique confirmation number.

Can I reschedule my appointment?

To reschedule your appointment for a different date or time, new appointment type, or a different banking center, please cancel your existing appointment and schedule a new one.

What should I bring with me to my appointment?

Please bring a government issued ID, your current account information (if applicable), and any relevant information that may help us serve you.

What should I do when I arrive for my appointment?

Please notify the individual that greets you that you have a scheduled appointment and we will direct you to the Relationship Banker who has prepared for your appointment.

Can I still come in without an appointment?

Yes; any one of our Banking Centers would be happy to help you. Clients without an appointment are served on a first-come first-served basis.

How long will my appointment last?

For each of our appointments, we block out 30 minutes or an hour especially for you. While most of our appointments only last 30-45 minutes, we dedicate this time to serving you.

What information is required to make an appointment?

We ask for your name, e-mail address, the best phone number to contact you at, and if you are an existing client.

How will you contact me?

We will e-mail you a confirmation of your appointment and send updates to keep you informed on the status of your appointment. We may contact you by phone if we have any questions prior to your visit. We will also send you a short survey following your appointment to make sure you had a great experience.

What should I do if I miss my appointment?

We are always happy to help you. If you miss your appointment, please feel free to schedule a new one or stop by any of our banking centers on a first-come first-serve basis.

Online Access: Alerts

What different Online Access alerts can I set up?

There are many options available. You may choose from the following alerts below and receive them by email and/or push notification.

Deposit Alerts
Deposit	A deposit alert will be sent when a branch, ATM or mobile deposit exceeds the amount you set.
Direct Deposit	A Direct Deposit alert will be sent when a direct deposit is posted to your account.
Incoming Wire Transfer	An alert will be sent when a wire transfer is credited to your account.
Debit Card Return	An alert will be sent when funds from a return of goods or services are re-posted back to your account.
Withdrawal Alerts
ATM Withdrawal	An ATM Withdrawal alert will be sent when an ATM withdrawal exceeds a dollar amount you set.
Bill Payment	A Bill Payment alert is sent when an electronic bill payment has posted to your account.
Check Posted	Check Posted alerts are sent when a check posts to your account that exceeds the dollar amount you set.
Check Number	A Check Number alert will be sent when a check posted to your account matches a check number you specified.
Debit Card	Debit Card alerts are sent when a transaction has posted to your account that exceeds the dollar amount you set.
Online or Mobile Transfer	You will receive an Online or Mobile Transfer alert (withdrawal only) when an online access transfer occurs and exceeds the dollar amount you set.
Electronic Deduction (ACH)	Electronic Deduction (ACH) alerts are sent when an electronic draft is deducted from your account that exceeds the dollar amount you set.
Outgoing Wire Transfer	An Outgoing Wire Transfer alert will be sent when funds are wired out of your account.
Account Status Alerts
Low Balance	A Low Balance alert will be sent when your account balance falls below a dollar amount you set.
Daily Balance	A Daily Balance alert will be delivered advising you of the balance on your account.

NOTE: Mobile Alert push notifications can only be edited when using the mobile app and not within Online Access.

How do I enroll in Online Access Alerts?

By default, you are automatically enrolled into Online Access Alerts. Refer to “How do I set up an alert?” for activating alerts.

How do I set up an alert?

Log in to Online Access and select Actions and Tools at the top of the page. Select Manage Alerts and click the plus sign next to the type of alert you want to configure. Enter the amount and destination for the alert and then click save.

How do I turn off an alert?

Log in to Online Access and select Actions and Tools at the top of the page. Select Manage Alerts and click the plus sign next to the type of alert you want to turn off. Find the specific alert and select OFF and confirm you wish to Turn Off Alert. If you have a Push Notification enabled for the alert, you will need to log in to Mobile Access to disable it.

How do I delete Online Access Alert history?

Log in to Online Access and select Actions and Tools at the top of the page. Select Alert Center and click the plus sign next to the desired alert type. You have the option on the right side of the page to delete individual alerts or all alert history.

How do I receive an alert from Online Access?

You will receive Online Access Alerts through email. Select Manage Alert Destinations under the Actions and Tools menu to add or change email addresses for delivery.

How do I change my primary email address for alerts?

Select Manage Alert Destinations under the Actions and Tools menu to add or change email addresses for alert delivery.

How soon will I get an Alert?

In general, our Alerts are sent close to real-time. This means we will do our best to notify you of the selected activity as close as possible to the time it actually occurred.

Will Alerts help to prevent banking fees?

Online Access Alerts can help prevent fees by allowing you to actively manage your bank accounts at your convenience, anytime, anywhere. We do our best to provide alerts in a timely manner with accurate information, but alerts may be delayed or prevented by a variety of factors beyond our control. We cannot guarantee the delivery of alerts nor the accuracy of the content. We are also not responsible for any actions taken (or not taken) by you or any third party as the result of an alert.

Online Access: Download to Quicken

How do I download my account information into Quicken?

Using Online Access and Quicken® Web Connect, you can download transaction data for your accounts into Quicken 2013 or newer. Web Connect enables you to download transactions without duplication and to easily add accounts into Quicken. There is no enrollment process, and no fee for using Web Connect. Note: You can only download the previous 90 days of transaction history.

If you are using Quicken 2013 or newer, please follow these steps to download, import and reconcile transactions in your software:

Create a backup of your Quicken file
Click the Accounts tab, from the top navigation bar within Online Access
Select an account
Click the blue Download under the Account Summary graph
Change the Download type to Quicken QFX
Select the date range
Click the Download button to begin the download process. This will allow you to use Web Connect technology to download information to your PC
Depending on your browser, you will be asked what you want to do with the download file. Select "Open this file from its current location" to have the transactions saved to Quicken. Note: More recent versions of Microsoft Internet Explorer will not require this step
Follow the on screen instructions. You may set up a new account entry or link the transactions to an existing account

What is Web Connect?

Web Connect allows you to automatically download your transactions from Online Access, launch your Quicken software, and reconcile your transactions all in one easy step. With Web Connect, there is no more searching for downloads and importing Quicken Interchange Format (QIF) files, and no more duplicate transactions due to multiple QIF downloads.

What is Express Web Connect and One-Step Update?

One-Step Update uses Intuit’s Express Web Connect to automatically download transactions from your accounts when you select the Update option.

How do I download transactions using One Step Update (Windows Only)?

From the Home page, click the circular arrow in the upper left. Enter Vault Password when prompted and select Update Now.

What if One Step Update fails?

If One Step Update fails, you may use the Web Connect method to download your transactions or contact Express Bank to assist in troubleshooting.

Can I download my checking account history into QuickBooks®?

Yes, you can use Web Connect or One Step Update to download, although, you must be using QuickBooks® version 2013 or higher.

How do I download my account information into QuickBooks®?

Refer to the instructions for Quicken, as it is the same process. When using Web Connect, select the QuickBooks QBO file type when downloading your transactions from Online Access.

Why aren’t my pending transactions showing in Quicken?

Only posted transactions will be included in the downloaded information. For example, let’s say you have a direct deposit showing as pending on Monday. It will not post to the account until Monday evening. Once the item is posted to the account, it will be available to download the next business day which, in this example, would be Tuesday.

Why aren’t all of my accounts available?

We provide account information for Checking, Savings, and Money Market Accounts. We do not provide online account download history for CDs, Loans or Mortgages.

How much Transaction History can I download?

You can access up to 90 days of transaction history from today's date or up to your previous 500 transactions, whichever is less. Online Access will download your most recent transactions by default, but you can use our date range feature to download more transactions.

Online Access: Features

The following provides answers about Online Access Features:

How much Transaction History can I view online?

You can access up to 18 months of transaction history from today's date. Online Access will display your most recent transactions by default, but you can use our search feature to display more transactions.

Can I view images of checks online?

Yes. Expand your “Deposit Accounts” and select the account you want to review. Go to “Recent Transactions” to locate the item you wish to view, and click on the link. Images are generally posted by 11 a.m. (CT) for all checks that cleared the previous business day.

Can I view images of deposit slips online?

Yes. Expand your “Deposit Accounts” and select the account you want to review. Go to “Recent Transactions” to locate the item you wish to view, and click on the link. Images are posted by 11 a.m. (CT) on each business day. Only images of the deposit slip are available and not the backup.

When are images of checks and deposit slips typically available?

Images are generally posted by 11 a.m. (CT) for all checks that cleared or deposits made on the previous business day.

Can I print or save the transaction information and check or deposit slip image?

Yes, you can do both. Start by viewing the image. To print, right click on image, and select “Print”. A printer friendly version of the image will appear and you can click Print. If you want to save the image, just right click on it and select Save Picture As from the menu. Choose which folder you would like to save the image to and click Save.

What if an image of a check or a deposit slip is unavailable?

In some cases, we may not be able to capture the image electronically. If it is after 1 p.m. (CT) on the day the image should appear online and you need a copy of this check or deposit slip, please click on Services in the Actions and Tools menu, complete the appropriate form and a copy will be mailed to you.

Do I need anything special to use Online Access?

You will need a modern web browser with 128-bit encryption. We built our Online Access website using the latest technology to provide our clients with a faster, easier, mobile-friendly experience. Unfortunately, some browsers aren't supported. We support the following modern browsers:

Microsoft Edge
Internet Explorer
Google Chrome
Firefox
Safari

You'll also need the following:

An eligible Bank of Albuquerque deposit account. If you already have an eligible account with us, you'll be able to gain access to your account information online.

What if I have more questions or need assistance?

If you can't find the answers to your questions online, Call ExpressBank at 800-583-0709.

How do I contact Bank of Albuquerque with a question about Online Access or Online Bill Pay?

Call ExpressBank at 800-583-0709, or schedule an appointment to visit us at the banking center location nearest you.

How can I make finding accounts I need to access easier?

From the Account Summary page, select "Customize" to create a memorable name for all of your accounts accessed through Online Access. You will be able to name accounts according to their intended purpose like tuition expenses, vacation funds or children's savings account.

What if I forgot my username or password?

You can use the "Need Help Logging In?" link on the Mobile Access login page to retrieve your username &/or reset your password. If you are unable to successfully retrieve your username or password using the link you can visit one of our banking centers or call ExpressBank at 800-583-0709 for assistance.

Can I change my email address online?

Yes. Simply go to the Welcome menu at the top of Online Access. Select "Change Contact Information", then "Update". Change the necessary information then click "update" to finish.

Can I change my mailing address online?

Yes. Simply go to the Welcome menu at the top of Online Access. Select "Change Contact Information", then "Update". Change the necessary information then click "update" to finish.

Can I order checks online?

Absolutely. Simply sign on to Online Access, go to the Actions and Tools menu, select "Order Checks", then select the account and click "Next". You will have the ability to customize your check order with different check designs, formats and quantities.

Can I set Online Access and Online Bill Pay alerts to monitor my account activity?

Yes. Sign on to Online Access, go to the Actions and Tools menu, then select Manage Alerts.

Can I view paper statement for my accounts online and stop the delivery of my paper statement?

Yes. You can access up to 7 years of statements online to view and print anytime. To turn off paper statements, go to the Actions and Tools menu and select Statements and Tax Forms. Next, select Manage Statement Preferences and use the slider to choose Online Only. Save the changes and accept the Terms and Conditions to complete the update.

How will I know when my Online Statement is available?

You will receive an email to your primary email address designated within Online Access when your new statement is available. To change your email address, go to the Welcome menu at the top of Online Access, then select "Change Contact Information", then select Update Contact Information. You will also receive a push notification to your mobile device if you have the mobile app installed.

How can I can change or cancel a future-dated transfer?

For transfers initiated within the Online Access, future-dated (or recurring) transfers can be changed or cancelled by going to the Actions and Tools menu, then selecting Pending Transfers and clicking "View/Edit".

Can I make my funds transfers recurring?

Yes. To set up a transfer go to the Actions and Tools menu, then select Add New Transfer, complete the necessary information and select Recurring, next to the date.

Online Access: Self service

The following provides answers to questions you may have about Online Access Self Service:

What self service features are available with Online Access?

There are a number of self-service features available through Online Access.

Order checks
Request a stop payment on specific checks
Order copies of checks
Order copies of account statements or enroll for Online Statements
Manage statement delivery preferences
Change your address
Change your email address
Customize nicknames for your checking and savings accounts
Change your username or password
Update your Overdraft Coverage preferences
Change your Direct Deposit settings

How do I contact Bank of Albuquerque with a question about Online Access or Online Bill Pay?

Call ExpressBank at 800-583-0709, or schedule an appointment to visit us at the banking center location nearest you.

How can I make it easier to find accounts I need to access?

By using the Customize feature on the Account Summary page, you will be able to create a memorable name for all of your accounts accessed through Online Access. You will be able to name accounts according to their intended purpose like tuition expenses, vacation funds or children's savings account.

How do I cancel my Online Access service?

To cancel your service, please contact our ExpressBank.

Can I change my email address online?

Yes. Simply go to the Welcome menu and select Change Contact Information. Click on Update Contact Information to edit your email address.

Can I change my mailing address online?

Yes. Your account mailing address information can be easily and conveniently changed online. From the Welcome menu, select Change Contact Information, then choose Update Contact Information to edit your address.

Can I order checks online?

Absolutely. From the Actions and Tools menu, select Order Checks and follow the instructions. You will have the ability to customize your check order with different check designs, formats and quantities.

Can I set Online Access and Online Bill Pay alerts to monitor my account activity?

Yes, there is more than one opportunity to set alerts in Online Access. From the Actions and Tools menu, navigate to Alerts and select Manage Alerts to get started. You may also set alerts from within each account menu. Just use the I Want To drop down and select Set Alerts.

How do I turn off paper statements?

Statements are made available to you in Online and Mobile Access and a paper copy is sent via U.S. mail by default. To turn off paper statements, select Statements & Tax Forms from the main menu, choose Manage Statement Preferences, and change the slider to Online Only. Save the changes and accept the Terms & Conditions to complete the update.

Once I’ve turned off paper statements, how do I receive paper statements again?

You can manage your statement delivery preferences at any time in Online and Mobile Access. Select Statements & Tax Forms from the main menu, choose Manage Statement Preferences, and use the slider to change the delivery method for each account statement.

How will I know when my statement is available online?

We will send an email to the primary email address you have on file when a new statement becomes available. If you’re a Mobile Access user and have push notifications enabled, we’ll also send a push notification to your mobile device.

Can I receive year-end Tax Forms online?

Yes, copies of 1098, 1099 and 5498 year-end tax forms are available on the Statements and Tax Forms page in Online or Mobile Access.

Online Access: Transferring funds

The following provides more information about Transferring Funds:

How can I can change or cancel a future-dated transfer?

For transfers initiated within Online Access, future-dated (or recurring) transfers can be changed or cancelled by selecting Pending Transfers from the Actions and Tools menu. Under Scheduled & In-Progress, select View/Edit next to the transfer item you wish to edit or delete, and follow instructions.

If I make a transfer with Online Access, when will it be available?

They will occur as same-day transfers as long as they are submitted prior to 10 p.m. (CT) on a business day, to be posted to the receiving account the same business day. Transfers occurring after 10 p.m. (CT) on a business day, or at any time on a weekend or holiday will post to the receiving account effective the next business day.

What types of funds transfers can I do with Online Access?

With Online Access, you can conduct the following funds transfers among Bank of Albuquerque online accounts:

Checking to checking
Checking to savings
Checking to installment loan
Savings to savings
Savings to checking
Line of credit to checking
Line of credit to savings

What is the cutoff time to transfer funds?

The cutoff time for transferring funds is 10 p.m. (CT). Funds transferred after 10 p.m. (CT) or on weekends and holidays will be processed on the next business day.

Are there limits on the number of transfers I can make?

Many accounts do not have a limit on the number of transfers you can make. However, many savings accounts, by Federal regulation, are not allowed more than six pre-authorized withdrawals or transfers per month. Refer to your rules for specific accounts to determine if your account is subject to these limitations.

Can I make my funds transfers recurring?

Yes.

What is the difference between an Online Access funds transfer and an Online Bill Pay Payment?

An Online Access funds transfer moves money between select Bank of Albuquerque deposit and loan accounts. An Online Bill Pay Payment is similar to writing a check and payees may be Bank of Albuquerque or third parties.

Glossary of terms

The following provides you an overview and definition of key financial terms:

Annual Percentage Yield (APY): A percentage rate reflecting the total amount of interest paid on an account, based on the interest rate and the frequency of compounding for a 365-day period.

ATM Transactions: Includes all deposits, withdrawals, account transfers and inquiries at any ATM.

Available Balance: Your previous day's ledger balance, minus holds placed on your account by us, minus withdrawals and transfers from your deposit accounts made at a terminal or through Bank of Albuquerque's ExpressBank plus transfer credits. Cash deposits and checks cashed at the Bank, along with ACH credits and debits to be posted to your account during the day may increase or decrease the available balance.

Average Collected Balance: For maintenance fees, we take the sum of the collected balance (positive or negative) in the account for each day of the period divided by the number of days in the period.

Average Daily Balance Method: The application of a periodic rate to the average daily balance. The average daily balance is calculated by adding the balance in the account for each day of the period and dividing that figure by the number of days in the period.

Average Ledger Balance: The sum of the ledger balance (positive or negative) in the account for each day of the period divided by the number of days in the period.

Bank of Albuquerque's ExpressBank: It's full-service banking by phone 24-hours a day, 365 days a year even holidays. 800-583-0709

Bank of Albuquerque's TransFund ATMs: Bank of Albuquerque's TransFund ATMs are identified by the Bank of Albuquerque name and logo or special decal.

Charge Back: Occurs when you cash or deposit a check drawn on another account and it is returned against your Bank of Albuquerque account.

Collected Balance: Derived after all transactions have been posted to your account, yet includes only those funds which actually have been collected or paid by us.

Cross Border Transactions: Those ATM and Debit Card transactions processed outside the United States.

Daily Balance Method: The application of a daily periodic rate to the balance in the account each day.

Dormant Account: A Checking or Savings Account will be considered dormant if a statement for such Account is returned as undeliverable and following reasonable efforts the customer cannot be located; and the Account has had no owner-generated activity during a statement cycle.

Insufficient Funds Fee: A fee charged for processing those checks you write which are for more than your account balance, when the items are returned unpaid.

Ledger Balance: Derived after all transactions have been posted to your account, regardless of whether the funds actually have been collected or paid by us.

Overdraft Fee: A fee charged for processing those checks you write which are for more than your account balance, when we pay the item.

Terminals: Automated Teller Machines (ATMs) and other electronic machines in which you may use your TransFund ATM Card or Bank of Albuquerque Debit Card.

Tier Rates: Administered rates which may change daily at the discretion of the Bank based on market conditions and may vary by type of account.

Transfer Credits: Transfers from one deposit account to another made at a terminal or through Bank of Albuquerque's ExpressBank.

TransFund: Automated teller network.

Overdraft Program: Opt-in form

View/Print Opt-in Form

Printable Forms

ACH Dispute Form

Summary of Fees and Definitions

Tax Savings

More About The Benefits Of A Home Equity Loan or Line of Credit

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Tax Savings

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Travel Notifications

Do I need to notify the bank before I use my debit or ATM card while travelling in another state or foreign country?

Yes. To help prevent an interruption in debit or ATM card access while travelling domestically or internationally, we recommend you submit a travel notification 48 hours in advance of your trip, for the cards you plan to use while traveling. You can submit a travel notification using Online Access or the Mobile app. Just log into your account and select Add Travel Notification to tell us your travel plans. Alternatively, you can also call ExpressBank at 800-583-0709.

Will I be notified when my travel notification request has been processed?

Yes. We will send an email to your primary email address on file to notify you when your request has been processed.

Can I cancel or edit a travel notification once it has been processed?

You may cancel a travel notification as long as the date of travel has not passed. Travel notifications cannot be edited once they have been processed. If you need to make a change to your travel notification, please cancel your original request and submit a new travel notification with your updated travel details.

Mobile Access - Frequently Asked Questions

The following provides answers to questions you may have about internet security:

The following overview answers questions about opening an account online:

The following provides answers about Online Access Features:

The following provides answers to questions you may have about Online Access Self Service:

The following provides more information about Transferring Funds:

The following provides you an overview and definition of key financial terms:

More About The Benefits Of A Home Equity Loan or Line of Credit