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Mobile Banking from BBVA Compass

 

Frequently Asked Questions

Here are some of our most frequently asked Mobile Banking questions to help you resolve issues that may arise and get quick answers to many of your questions.

General Questions

What is the BBVA Compass Mobile Banking app?

BBVA Compass Mobile Banking gives you the ability to connect to your Online Banking accounts from your mobile device through an application that is downloaded to your device, or via mobile web browser. With BBVA Compass Mobile Banking you can retrieve balances, pay bills, review pending transactions, review posted transactions, view check images, transfer funds between accounts and between banks, find a local branch, contact us for help and more— all from your mobile device without sitting down at a computer or visiting a branch. With Mobile Banking you can bank on the go at your convenience!

Is Mobile Banking available on my device?

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. You may download our application from the App Store™, Google Play™, Windows Marketplace™, Amazon Marketplace™ or Blackberry App World™. You can also access a web version of the app at https://online.bbvacompass.com/mobile.

Is there a fee for using BBVA Compass Mobile Banking?

BBVA Compass does not charge a fee for Mobile Banking, and many services are available without any fees.  If you choose to use a feature that has a fee, such as wire transfers, the fee amount will be displayed.  Your wireless carrier's message and data rates my also apply. 

Concerned about Mobile Banking security?

Visit our Security Center to learn more about the many ways you and your information are protected when using our digital services. 

How can I get help with Mobile Banking?

Call us at 1-800-273-1057, or visit the Assistance Center in the Mobile Banking app, where you will find FAQs, video demos and other important information.

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.
  • Switching Numbers: If you have a new mobile number, simply use your username and password after you have downloaded the appropriate app and then update your mobile number in the Settings section of the App.
Can I add a second phone number to my Mobile Banking service?

Yes.  BBVA Compass Mobile Banking allows you to add one primary mobile number and one alternative mobile number. 

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

Yes, you can use Mobile Banking while you're signed into Online Banking.

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

You should remove the mobile number from your Online Banking profile immediately. Sign into Online Banking, go to the Service Center and select Add or Change Mobile Phone Number in the Online Banking Profile section. You can add your mobile number back to your profile 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.

Learn more about what to do when you lose personal information that could potentially result in compromise of your finances.

What are the cutoff times for making transfers?
  • Transfers Within Bank: A transfer request received before 11:00 PM CT on a business day is processed the same day. A transfer request received after 11:00 PM CT or on weekends or holidays will be processed no later than the next business day.
  • Fast Payments to Credit Card Accounts: Fast Payments are immediately debited from your BBVA Compass payment account and reflected in your Available Credit. For payments submitted after the cutoff time of 5:00 PM CT on a business day, the credit will still reflect in the Available Credit immediately, but payment will process the next business day.
  • Standard Payments to Credit Card Accounts: Your payment will be applied to your account on the date selected if it is made before the cutoff time of 5:00 PM CT on a business day. Payments made after 5:00 PM CT or on a non-business day will be submitted for processing the next business day. Effective date of payment will be no earlier than the date submitted. Payments scheduled after the Payment Due Date may result in interest, late fees, and the loss of any grace period.
  • Transfers to External Accounts (ACH): A transfer request received before 4:30 PM CT on a business day will be processed that day. Requests received after 4:30 PM CT on a business day or on weekends or holidays will be processed the next business day.
  • Transfers to External Accounts (Wires): A wire transfer request must be received between 8:00 AM and 4:30 PM CT on a business day and will generally be processed that day. The service is unavailable outside of this time frame.
Can I set up recurring transfers from my mobile device?

No, you can only make single, one-time transfers using BBVA Compass Mobile Banking. Recurring transfers must be set up on Online Banking. 

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

Yes, you can view pending and posted transfers by selecting "View Transaction Activity" from the "Payments & Transfers screen."  

How can I retrieve my Username or Password?

Simply select the "forgot username" or "forgot password" option from the home screen in the app and follow the steps to reset your log-in credentials.

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 deposit account. With the BBVA Compass Mobile Banking app, simply take a photo of your check and securely submit your deposit for processing.

Mobile Deposit is 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 of Use for details, including information on funds availability. Mobile Deposit® is a registered trademark of MiTek Systems, Inc.

Who is eligible for Mobile Deposit®?

To use Mobile Deposit, a customer must have a consumer, trust or small business deposit account in good standing. BBVA Compass determines eligibility based on a variety of factors, for example:

  • Average account balance
  • Returned deposit items
  • Non-sufficient funds or overdrawn items

Mobile Deposit is subject to eligibility. See Terms of Use for details and limitations, including information on funds availability.

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

BBVA Compass currently does not charge eligible customers for using Mobile Deposit®.

Mobile Deposit is subject to eligibility. See Terms of Use for details and limitations, including information on funds availability.

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 app. Windows® Phone and Mobile Web Portal do not have Mobile Deposit functionality at this time.

Mobile Deposit is subject to eligibility. See Terms of Use for details and limitations, including information on funds availability.

Mobile Deposit® is supported on the following mobile devices currently:
  • iPhone® (4 and up)
  • Android™
  • BlackBerry® 10
  • Kindle Fire™ tablet

Mobile Deposit is subject to eligibility. See Terms of Use for details and limitations, including information on funds availability.

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 Deposit section of the Mobile Banking Terms of Use.

Mobile Deposit is subject to eligibility. See Terms of Use for details and limitations, including information on funds availability.

How do I use Multi-Check Deposit in Mobile Banking?

Multi-Check Deposit in Mobile Deposit allows you to deposit several checks at the same time in one transaction. On the Accounts dashboard screen, tap the “I Want to…” button at the bottom of the screen and then select Deposit a Check. You may also use the Main Menu and select Deposit Checks. Tap the Use Multi-Check Deposit button to open the Instructions page, the select the Continue button. On the Deposit Checks screen, tap the Choose Account button and then select the account to which you want to make your deposits. Tap on Checks, then select Start Capture Process. Tap on Take Front Check Photo and follow the on-screen instructions. Select Take Back Check Phone and follow the on-screen instructions. Next, enter the amount of the check that you just photographed, then tap the Save button. Follow the previous two steps for each check you would like to deposit. When you are finished adding checks, select the Finish and Review button at the bottom of the screen. The details for your deposits will be displayed for your review. If you need to make any changes, tap on the pencil icon in the upper left corner of the screen. Select the Submit button to process your deposits. If you receive an error message, tap on Edit to return to the Check Wizard to make any changes necessary.

When will my Mobile Deposit® funds be available?

Check deposits made using Mobile Deposit are subject to verification and holds may vary by account. The particular funds availability period that applies to your account is displayed on the Deposit Limits and Holds screen of the Mobile Deposit section of the app. In general, if we receive and accept a mobile check deposit item before 8:30 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.

Mobile Deposit is subject to eligibility. See Terms of Use for details and limitations, including information on funds availability.

Where do I check my Mobile Deposit® transactions?

You can access a list of your most recent Mobile Deposits by selecting Deposit Checks from the Main Menu. While on the Deposit Limits and Holds page, open the “I want to…” menu and tap on Mobile Deposit Transactions. Your most recent Mobile Deposits will be display in chronological order by default. You may also sort by transaction amount and transaction description. Tap on a specific transaction to view more detailed information about that transaction. To view an image of the check used for that deposit transaction, tap on the “+” that appears directly under Account Number.

What is Mobile Deposit® Priority Availability?

Priority Availability gives eligible users the ability to waive the mobile deposit hold on eligible check deposits for a fee (see previous section for further details about holds.) Priority Availability is not a check cashing service and does not guarantee that you will receive the deposit amount. If you agree to pay the Priority Availability fee and we subsequently place a security hold or reject the item before the funds are made available to you, the fee will be refunded or not charged.

What are the limits for deposits made using Mobile Deposit®?

There is a limit on the total dollar amount deposited each month. This limit is based upon several criteria, including average account balances. Your total monthly limit is shown every time you view the Mobile Deposit section in the Mobile Banking app.

Mobile Deposit is subject to eligibility. See Terms of Use for details and limitations, including information on funds availability.

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 15 days. After 15 days, and after you have confirmed the deposited funds have been applied to your account correctly, destroy the check or mark it "VOID".

Mobile Deposit is subject to eligibility. See Terms of Use for details and limitations, including information on funds availability.

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 Deposit section of the Mobile Banking Terms of Use.
  • Mobile Deposit is subject to eligibility. See Terms of Use for details and limitations, including information on funds availability.

Mobile Bill Payments and Picture Bill Payments

How do I enroll in Mobile Bill Payments?

Simply activate your bill pay service by using the "I want to…" menu to Manage Bill Pay Accounts in the Bill Pay section of the mobile app or mobile web. Select the account you would like to use for making bill payments, then set up payees, and start paying your bills!

Is Mobile Banking Bill Pay available on my device?

Bill Pay for Mobile Banking is available for iPad®, iPhone®, iPod touch®, Android™ device, Windows® Phone, Kindle Fire™ or BlackBerry® device using the mobile app. All other mobile devices can use the Mobile Web version of the app.

What are the fees associated with the Bill Pay service?

At this time, there are no fees associated with standard bill payment services.  Next-day payments for non-electronic billers are available for a $19 fee. 

How do I add new payees to make bill payments from Mobile Banking?

You can use Picture Bill Pay to take a picture of the bill payment coupon to add payee information and send payments. You can add bill payees using the "I want to" menu in the Bill Pay section of the app by selecting Manage Payees. You may also add payees in Online Banking.

How can I sort and filter the transactions I have submitted through Payments & Transfers?

You can sort and filter transactions for your personal or business accounts by dates, accounts and transaction type. Select Payments & Transfers from the main menu. You can tap on Business Transaction Activity under Business Payments & Transfers or Transaction Activity under Personal Payments & Transfers. You may also access this feature from the I Want to” menu at the bottom of the page. On the Transaction Activity page you will see a list of your recent transactions. If you would like to sort or filter these transactions, tap on the Pencil icon at the upper right portion of the screen. Tap on the types of transactions you would like to sort, and then select a filter: date range, From account, To account.

How can I sort and filter Bill Pay transactions?

You can sort and filter Bill Pay transactions accounts several ways. Select Bill Pay from the main menu. On the Bill Pay Transactions page you will see a list of Scheduled and Posted Bill Pay transactions. By tapping the Sort bar at the top of the list, you can sort these transactions by date (default), description and amount. More sort and filter options are available by tapping the Pencil icon in the upper right portion of the screen. Available filters are dates, From Accounts and To Payees transactions. Select the types of filters you would like to use and tap the Apply Filters button.

Is my device compatible with Picture Bill Pay?

Picture Bill Payment functionality is available for  iPad®, iPhone®, iPod touch®, Android™ device, Kindle Fire™ or BlackBerry® device users with our Mobile banking app.

What is wrong with my image in Picture Bill Pay?

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.
  • Cener the Payment Coupon within the rectangle.
  • The app will take a picture of the coupon automatically.
Are you receiving an error message in Picture Bill Payment?

If the message "Remove the bill coupon from the full page statement before taking the picture" appears, 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 of $19 if you request that a bill payee receive your payment faster than our normal processing time for that payee. If you would like to avoid the fee, simply select a later date for your payment.

Popmoney® in Mobile Banking

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

Bill Pay registration is required to use this service. Registration can be completed in Mobile or Online Banking.

Is Popmoney available on my device?

Popmoney is currently available in all versions of BBVA Compass Mobile Banking apps and in the web version of the app.

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?

For standard delivery, the funds will be available 3 business days after you send them.

When will funds be deducted from my account?

If you make a payment before 12:00 AM (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 AM (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 the number of payments you can make and the amount of money you can send during various time periods.

What 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, you may not send money to these accounts while the hold is in place. As an example, if you fail verification when attempting to send money, this would result in a hold.

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

A personal message is optional and 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.

Can I cancel a payment?

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

How do I add a contact?

Within Payments & Transfers select the Popmoney tab in the TO section. Select "Choose Contact" and on the next screen choose "Add a Contact". Enter the information requested of the contact you wish to add and select "Save".

Can I use Popmoney to 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 provide the ability to schedule recurring or future dated payments.

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 recipients will automatically receive funds in their account if they have turned on auto-deposit. If there are technical issues please call customer service at 1-800-273-1057.

Change PIN

How do I change my Personal Identification Number (PIN) for Debit or Credit Card?

You can Change your Personal Identification Number (PIN) for your debit or credit cards from your Mobile Banking Application. Access PIN Change from See More Information, by tapping an active card from the list of cards. By tapping Change PIN, you will be prompted to enter your new PIN and you will be asked to input a one-time security code that will be sent to your primary mobile phone number on record with us (via text message). For added security, this code must be entered in the prompt to complete the PIN Change.

Do I need to know my current Debit or Credit PIN?

No. You can change your PIN without the need to know your old PIN. However, for your security we do require that a one-time security code be used to complete the request. This will be sent to the primary mobile number (via text message). Please log in to Mobile Banking to register your Mobile number and activate text message alerts from Profile Settings>My Mobile Number. Message and data rates may apply.

Where does the one-time security code get sent?

We only send this code via text message to the primary mobile number in your Mobile Banking In order to Change your PIN using the app, you will first need to go to Mobile Banking and activate text message alerts from Profile Settings>My Mobile Number. Message and data rates may apply.

I never received my one-time security code, why?

Contact customer service at 1-800-273-1057 to verify that we have your current contact information on file.

Credit Card Block/Disable

How do I temporarily disable my Credit Card?

Access "Account Details" associated with the credit card you wish to disable, then select "Manage Account" from the “I Want To” menu or tap the magnifying glass icon at the top of "Account Details" screen. The Manage Account screen will display additional information related to the credit card.

Tap the switch next to "Enable Card Selection"  to the “OFF” position. Transactions will now be blocked while the selected card is disabled. The Credit Card will display as “Disabled” on Account Details and Manage Account screen.

Credit Cards can remain disabled for 180 days. After 180 days, you will need to contact Customer Service at 1-800-266-7277 to reactivate the card.

How do I report my Credit Card as Lost or Stolen and order a new card?

Access "Account Details" associated with the credit card you wish to report lost or stolen, then select Manage Account from the "I Want To" menu or tap the magnifying glass icon the top of "Account Details" screen. The Manage Account screen will display additional information related to the credit card.

Tap the "Report Card Lost/Stolen" selection. Select "Lost Card or Stolen Card" and confirm the account mailing address that is displayed. If the mailing address is correct, a new card will be sent to the address displayed.

If the mailing address is incorrect, the card will be temporarily disabled. Contact Customer Service at 1-800-266-7277 to update mailing address and order a replacement card. Credit Card will display as "Blocked" on Account Details and Manage Account Screen.

Debit Card Activate

How do I activate a New or Reissued Debit Card?

Access "Account Details" associated with the debit card you wish to disable or block, then select "Manage Account" from the "I Want To" menu or tap the magnifying glass icon at the top of "Account Details" screen. The "Manage Account" screen will display a list of all debit cards associated with the account. The statuses of the "Debit Cards" will be displayed as "Active," "Activate," "Disabled," or "Blocked."

Select the Debit Card with an "Activate" label, then the "Debit Card Details" screen will be displayed. Select the "Activate" button. Enter the One-Time Security Code that will be sent to your mobile number. Enter the CVV number displayed on the back of the Debit Card. If all information is entered correctly, your Debit Card will be activated. The Debit Card will display as "Activate" on Manage Account screen.

Details you need to make a smart decision

Mobile Deposit is 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 of Use for details, including information on funds availability. Mobile Deposit® is a registered trademark of Mitek Systems, Inc.

iPhone™ and the App Storestm 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 Storestm, 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.