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.
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.
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™
Multiple Android, BlackBerry, iPad, iPhone, iPod touch, Windows Phone and Kindle Fire devices enrolled at the same time is now available.
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.
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.
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.
- 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.
BBVA Compass Mobile Banking allows multiple mobile devices.
Our text messaging banking is still restricted to one mobile number.
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.
Yes, you can use Compass Mobile while you're signed on to Online Banking.
A mobile device can be linked to more than one Online Banking service.
Our text message banking is still restricted to one mobile number.
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.
Yes, you can register the same mobile device again.
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
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.
No, you can only make single, one-time transfers using Compass Mobile.
Yes, you can view these transfers in Online Banking.
Go to bbvacompass.com to access Online Banking. Follow the Forgot your Username link to request a Username reminder. From the Enter Your Password screen, you can request a password reminder.
For assistance with Mobile Banking questions, please call us at 1-800-273-1057.
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 app for your iPhone®, Android™, BlackBerry® or Kindle Fire™, simply take a photo of your check and securely submit your deposit for processing. Please make sure you have the latest version of the app for better results.
Generally speaking, any deposit account in good standing can be eligible for Mobile Deposit. Deposit limits and hold times may vary based on account history, balances and other factors. If you believe your account should be eligible, please contact customer service for support.*
BBVA Compass currently does not charge customers for using Mobile Deposit.
Mobile Deposit is only available for the iPhone, Android, BlackBerry 10 and Kindle Fire apps. Please make sure you have downloaded the most recent version of the app. Windows® Phone and Mobile Web Portal do not have Mobile Deposit functionality at this time.
- iPhone (4 and up)
- BlackBerry 10
- Kindle Fire
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
U.S. Treasury checks such as tax refunds are NOT eligible for Mobile Deposit.
To see a list of items that are ineligible for deposit with Mobile Deposit, please see the Mobile Remote Deposit Capture Service Addendum.
Check deposits made using 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.
If you are using the BBVA Compass Mobile Banking app version 4.0 or greater, you will see your exact hold times on the main Deposit Checks page.
There are limits on the dollar amount of each deposit 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 Checks section in Mobile Banking.
Once you have deposited the check successfully, you should keep the check in a safe place for 15 days. After 15 days, and once you have confirmed the deposited funds have been applied to your account correctly, and are reflected in the Available Balance, destroy the check or mark it "VOID".
- 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.
Mobile Bill Payments and Picture 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.
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.
Make sure to do the following steps to take a picture:
- Detach the Payment Coupon from the billing statement before taking the picture.
- Place the Payment Coupon on a dark surface.
- Provide enough light.
- Keep the camera flat and stable over the document.
- Center the Payment Coupon within the rectangle.
- Take the picture.
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.
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.
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.
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.
The recipient will receive the funds 3 business days after accepting the payment.
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.
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.
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.
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.
At this time, there are no fees associated with the service.
No, once you have submitted your payment and transaction ID has been generated the payment is being processed.
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.
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.
No, currently mobile Popmoney does not have recurring or future date scheduling capabilities.
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.
*Mobile Deposit is subject to eligibility and further review. Deposits are subject to verification and may not be immediately available for withdrawal. Deposit limits and other restrictions apply. See Mobile Deposit Terms & Conditions for details, including information on funds availability.
All checking accounts and Check Cards are subject to approval, which may include credit approval. $25 minimum opening deposit.
iPhone®, iPad®, iPod touch® and App Store℠ are trademarks of Apple, Inc., registered in the U.S. and other countries.
Android™ and Google Play™ are trademarks of Google, Inc. Use of these trademarks is subject to Google Permissions.
The Trademarks 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 Marketplace™ are registered trademarks of Microsoft Corporation in the United States and other countries.
Amazon Marketplace™ and Kindle Fire™ are trademarks of Amazon.com, Inc. or its affiliates, registered in the U.S. and other countries.
Mobile Deposit® is a registered trademark of Mitek Systems, Inc.
Popmoney® is a registered trademark of Fiserv, Inc. or its Affiliates.
Need assistance with Mobile Banking?
For assistance with Mobile Banking questions, please call us at 1-800-273-1057.