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Mobile Device App

Frequently Asked Questions

We’ve collected some of our most frequently asked customer service and technical questions to help you resolve potential problems and get your questions answered as quickly as possible.

General Questions

What is Compass Mobile for mobile devices?

Compass Mobile gives you the ability to connect to your Online Banking accounts from your mobile device through the Internet. You can retrieve balances, pay bills, review pending transactions, review posted transactions, view check images, transfer funds between your accounts, find a local branch, and contact us for help—all without using a computer or visiting a branch.

What are the requirements for Mobile Banking?

You must be a registered Mobile or Online Banking user, have an iPad®, iPhone™, iPod touch®, Android device, Windows® Phone, Kindle Fire™ or BlackBerry® device; download our application from the App Storesm, iTunes®, Google Play™, Windows Marketplace™, Amazon Marketplace™ or Blackberry App World™

When will I be able to enroll multiple devices with mobile banking apps?

Multiple Android, BlackBerry, iPad, iPhone, iPod touch, Windows Phone and Kindle Fire devices enrolled at the same time is now available.

Is there a fee for using Compass Mobile?

BBVA Compass does not charge for Compass Mobile. However, message and data rates may apply. Check with your wireless carrier for internet service rates and plans available for your mobile device.

Is it safe to use Compass Mobile?

Yes. Compass Mobile does not send full account numbers or other confidential information about your accounts. For example, only the last four digits of your account numbers are displayed along with your account nicknames.

How do I register for Compass Mobile for mobile devices?

How can I get help with Mobile Banking?

Call us at 1-800-273-1057, send us a Secure Message from Online Banking or use the “Contact Us” icon on your mobile device. Also read the FAQs inside the BBVA Compass Mobile Banking app from your mobile device.

What happens if I switch my mobile device?

  • Switching Devices: If you purchased a new mobile device, simply use your username and password after you have downloaded the appropriate app. Using the SMS Text Banking you will still need to register your new device.
  • Switching Numbers: If you have a new mobile number, simply use your username and password after you have downloaded the appropriate app. Using the SMS Text Banking you will still need to register your new device.

Can I add a second phone number to my Mobile Banking service?

BBVA Compass Mobile Banking allows multiple mobile devices.

Our text messaging banking is still restricted to one mobile number.

Can I use both Compass Mobile text messaging and the mobile device app to access Online Banking?

Yes. You can register the same mobile device for both mobile services. You can register for both services at the same time or at a later time.

Can I use Mobile Banking while signed on to Online Banking?

Yes, you can use Compass Mobile while you're signed on to Online Banking.

Can the same mobile device be used with more than one Compass Mobile service?

A mobile device can be linked to more than one Online Banking service.

Our text message banking is still restricted to one mobile number.

I've lost my mobile device. What should I do?

You should delete your registered mobile device from your Mobile Banking service immediately. Sign on to Online Banking to cancel your Mobile Banking service for your device. Go to the Service Center and select Add or Change Mobile Phone Number in the Mobile Banking section. Follow the instructions. Register your new device when you're ready to use Mobile Banking again. You may also want to contact your wireless carrier so your phone can be deactivated and protected from unwanted charges.

Can I re-register the same mobile device even though it has been deleted?

Yes, you can register the same mobile device again.

Why does Compass Mobile need an updated e-mail address in Online Banking?

It is important that we have an updated e-mail address so we can send you notifications regarding your Mobile Banking service activity through another channel (e-mail). This is an extra security measure to help you monitor your Mobile Banking service. The following circumstances will trigger notifications:

  • Registration of a mobile device for Compass Mobile
  • A mobile transfer was scheduled
  • The Mobile banking service was cancelled

What is the cutoff time for transfers?

Transfer requests received by the bank before 11:00 p.m. Central Time on a business day are processed the same day. Transfer requests received after 11:00 p.m. Central Time or on weekends or bank holidays are processed the next business day.

Can I set up recurring transfers from my mobile device?

No, you can only make single, one-time transfers using Compass Mobile.

Can I view my mobile transfers after they've been submitted?

Yes, you can view these transfers in Online Banking.

How can I retrieve my User ID or Password?

Go to bbvacompass.com to access Online Banking. Follow the Forgot your ID or Nickname link to request a User ID or Nickname reminder. From the Enter Your Password screen, you can request a password reminder.

Need assistance with Mobile Banking?

For assistance with Mobile Banking questions, please call us at 1-800-273-1057.

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Mobile Deposit

What is BBVA Compass Mobile Deposit®?

BBVA Compass Mobile Deposit is an easy way to deposit checks from your mobile phone into your checking account. With the BBVA Compass Mobile Banking 2.2 (or greater) app for your iPhone™ or Android™, simply take a photo of your check and securely submit your deposit for processing. Other mobile platforms are currently in development.

Who is eligible for Mobile Deposit?

BBVA Compass recently launched the Mobile Deposit® service. At this time, the service is available only to a limited number of Mobile Banking customers. As we continue to evaluate accounts and expand the number of Mobile Deposit users, your account may become eligible for this service.

Is there a fee to deposit my check with my mobile phone?

BBVA Compass currently does not charge eligible customers for using BBVA Compass Mobile Deposit. Message and Data Rates May Apply. Check with your wireless carrier about such fees or rate plans.

Why don’t I see the Mobile Deposit feature in the mobile app?

Please make sure you have downloaded the most recent version of the BBVA Compass Mobile Banking iPhone or Android™ app. Other mobile platforms are currently in development. Mobile Deposit is only available for eligible customers.

Mobile Deposit is supported on the following mobile devices currently:

  • iPhone (4 and up)
  • Android™
  • Other mobile platforms are currently in development

What type of checks can I deposit with Mobile Deposit?

Only certain types of check may be submitted with Mobile Deposit. For example, the following check types can be submitted using Mobile Deposit:

  • Checks payable to you
  • Checks drawn on a U.S. Bank

To see a list of items that are ineligible for deposit with Mobile Deposit, please see the Mobile Remote Deposit Capture Service Addendum.

When will my Mobile Deposit funds be available?

Check deposits made using BBVA Compass Mobile Deposit are subject to verification and will generally be available for withdrawal in 3 business days from the date of your deposit. In general, if we receive and accept a mobile check deposit item before 7 p.m. Central Time on a business day, we consider that day to be the date of your deposit. Otherwise, we will consider that the deposit was made on the next business day.

What are the limits for deposits made using Mobile Deposit?

There are limits on the dollar amount of each deposit, the total number of checks deposited each month, and the total dollar amount deposited each month. These limits are based upon several criteria, including average account balances. Your individual check limit and total monthly limits are shown every time you view the Deposit tab in Mobile Banking.

What do I do with my paper checks after I’ve imaged them with Mobile Deposit?

Once you have deposited the check successfully, you should keep the check in a safe place for 45 days. After 45 days, and after you have confirmed the deposited funds have been applied to your account correctly, destroy the check or mark it “VOID”.

What are some tips on using Mobile Deposit?

  • Make sure that all other apps running in the background are closed.
  • Make sure that the check amount entered matches the amount written.
  • Verify that the back of your check is signed (endorsed) and labeled "For deposit only, BBVA Compass account # ______".
  • Flatten folded or crumpled checks before taking your photos.
  • Keep the check within the on-screen corners when capturing your photo.
  • Capture the photos in a well lit area.
  • Place the check on a solid dark background before taking photo.
  • Keep the phone flat and steady above the check when taking your photo.
  • Make sure the entire check image is visible and in focus before submitting your mobile deposit.
  • If you have further questions, review the Mobile Deposit demo as well as the Mobile Remote Deposit Capture Service Addendum.
 

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Mobile Bill Payments and Picture Bill Payments

How do I enroll in Mobile Bill Payments?

You must first enroll in Online Bill Pay through BBVA Compass Online Banking. Once enrolled, Mobile Bill Payment functionality will be available in your Mobile Banking app.

iPhone, iPad, BlackBerry®, Android® and Windows Phone®, Mobile Banking App version 2.1 users may enroll for Bill Payments directly from the mobile app.

How do I add new Bill Payees in Mobile Bill Payments?

Simply take a picture of the bill payment coupon to add bill payee information and send payments. Or add bill payees through the BBVA Online Banking Bill Pay. Your payees will also be available in your Mobile Banking app. Picture Bill Payment functionality is available for iPhone users with our Mobile banking App version 2.3 and Android® users with version 2.5. Applications for other devices are currently under development.

Note: iPhone, iPad, BlackBerry®, Android® and Windows Phone®, Mobile Banking App version 2.1 users may enroll for Bill Payments directly from the mobile app as well as add bill payees.

What is wrong with my image in Picture Bill Pay?

Make sure to do the following steps to take a picture:

  1. Detach the Payment Coupon from the billing statement before taking the picture.
  2. Place the Payment Coupon on a dark surface.
  3. Provide enough light.
  4. Keep the camera flat and stable over the document.
  5. Center the Payment Coupon within the rectangle.
  6. Take the picture.

Are you receiving an error message in Picture Bill Payment?

If it says "Remove the bill coupon from the full page statement before taking the picture." make sure you remove the bill payment coupon (from the 8.5 by 11 inch full bill statement) before taking the picture.

What is the Expedited Bill Payment fee?

You will be charged an Expedited Bill Payment fee if you request that a bill payee receive your payment faster than our normal processing time for that payment. If you would like to avoid the fee, simply select a later date for your payment.

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Mobile Popmoney

What do I need to have in order to use Mobile Popmoney?

Bill Payment registration is required to use this service. Registration can be completed in Mobile or Online Banking. Mobile Popmoney is currently available for BBVA Compass Mobile Banking apps 2.4 version and greater for iPhone™ (4and up) and 2.5 and greater for Android®. Other platforms are currently under development.

How can I send someone money?

You can send money to someone using their email address or mobile number:

Email address: your contact will receive an email with instructions on how to direct the payment into his or her account.

Mobile number: a text message will be sent to the recipient on your behalf with instructions on how to direct the payment into his or her account.  Standard message and data rates may apply.

When will the recipient receive the funds?

The recipient will receive the funds 3 business days after accepting the payment.

When will funds be deducted from my account?

If you make a payment before 12:00 a.m. (midnight) CT on a business day, the funds will be debited from your account on the same day.

If you make a payment after 12:00 a.m. (midnight). CT or on a non-business day, the funds will be debited from your account on the next business day.

Why do I have limits on my payments?

For your protection, limits have been created on how much money and how many payments can be sent during various time periods. You can click the help icon next to the Amounts field to view your available limits.

Why are some of my contact options missing from the Send list?

For your protection, your contacts’ accounts or email addresses in Popmoney may be placed on hold or suspended for various reasons. If this occurs, they you may not send money to these accounts. As an example, if you fail verification when attempting to send money to them, this would result in a hold.

Why am I asked to enter a message to the contact?

A personal message helps to give your contact confidence that they are receiving a payment from someone they know.  It is also your opportunity to communicate the purpose of the payment.

What are the fees associated with the service?

At this time, there are no fees associated with the service.

Can I cancel a payment?

No, once you have submitted your payment and transaction ID has been generated the payment is being processed.

How do I add a contact?

After selecting the Send money submenu you can click the + icon from the Choose recipient screen. You will need to provide the first name, last name, and either mobile number or email address of the recipient.

Can I send money internationally?

No, currently you can only use Popmoney to send money within the U.S. If you send a payment to your contact’s email or mobile phone, your contact will be required to provide a U.S. bank account to receive the funds. Otherwise, the payment cannot be processed and the funds will be returned to your account.

Can I create a payment with a future date?

No, currently mobile Popmoney does not have recurring or future date scheduling capabilities.

What happens if my recipient doesn't receive the payment?

The recipient has 30 days to provide information needed to deposit the funds if they have not registered for Popmoney previously. After 30 days the funds will be deposited back into your account. Registered recipient's will automatically receive funds in their account. If there are technical issues please call customer service at 800-273-1057.

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BBVA Compass recently launched the Mobile Deposit® service. At this time, the service is available only to a limited number of Mobile Banking customers. As we continue to evaluate accounts and expand the number of Mobile Deposit users, your account may become eligible for this service.

iPhone and the App Storesm are trademarks of Apple, Inc.
iPad®, iPod touch® and iTunes® are trademarks of Apple, Inc., registered in the U.S. and other countries.

Android and Android Market are trademarks of Google, Inc. Use of these trademarks is subject to Google Permissions.

The Trademark BlackBerry® and BlackBerry App World are owned by Research In Motion Limited and are registered in the United States and may be pending or registered in other countries. BBVA Compass is not endorsed, sponsored, affiliated with or otherwise authorized by Research In Motion Limited.

Windows® Phone and Windows MarketplaceTM are registered trademarks of Microsoft Corporation in the United States and other countries.

Amazon Marketplace™, Kindle Fire™, the Amazon Kindle logo and the Kindle Fire logo are trademarks of Amazon.com, Inc. or its affiliates, registered in the U.S. and other countries.

*App Storesm, Google PlayTM Windows MarketplaceTM, Amazon Marketplace™ and BlackBerry App WorldTM are third-party sites. The security standards and privacy policies of these third-party sites may be different, and BBVA Compass encourages you to review the third-party sites’ policies prior to using the sites. BBVA Compass cannot control, and does not warrant, guarantee or endorse the content of the third-party sites or your use of the third-party sites.

Mobile Deposit® is a registered trademark of Mitek Systems, Inc.

Mobile Deposit: Message and Data Rates May Apply. Check with your wireless carrier about such fees or rate plans. Subject to eligibility and further review. Deposits are subject to verification and not available for immediate withdrawal. Deposit limits and other restrictions apply. See Terms & Conditions for details, including information on funds availability. Currently available via the BBVA Compass Mobile Banking App for iPhone™ (4 and up).

Checking Accounts: Checking accounts are subject to approval, which may include credit approval. $25 minimum opening deposit required.

Need assistance with Mobile Banking?

For assistance with Mobile Banking questions, please call us at 1-800-273-1057.