Frequently Asked Questions

Touch ID^™

1. Is Touch ID^™ secure?

   Yes. Touch ID^™ has the same level security as all authentication methods for Online and Mobile Banking.

2. What smartphones devices are supported?

   Touch ID^™ is available for iOS and Android devices that have compatible fingerprint support running Android 6.0 or higher. Compatible Android devices are those that are using Android’s fingerprint support. Specific devices from Manufacturers that have created their own Fingerprint supported devices and are not using Google’s built?in support for Android, are not compatible. Examples of known devices that are not supported are the Samsung Galaxy S5 and Note 4. These devices use Samsung’s Fingerprint drivers, not Google’s Android.

3. If I have fingerprint capability on my device, do I have to use Touch ID^™ for Mobile Banking?

   No. You can use your Login ID and Password to sign in to bankESB Mobile and Online Banking.

4. How does bankESB Mobile Banking App know that it is my fingerprint?

   bankESB does not collect your fingerprint details, and cannot link it to the personal information we hold about you. bankESB is relying on the device to authenticate the fingerprint and confirm or reject verification.

5. How do I enroll in Touch ID^™?

   On the bankESB Mobile Banking App login screen, enter your password and then Navigate to the Mobile Services menu > Manage Fingerprint > Fingerprint Enrollment. You will then be prompted to give your device a name (should be unique) along with providing your bankESB Online Banking Login ID and Password. Once all three fields are filled out you can select enroll, now the next time you login to your bankESB Mobile Banking App you will be prompted to use your fingerprint.

6. How do I login with Fingerprint?

   On the app’s login screen, a message will display prompting you to Login with your Fingerprint.

7. Will a password be required when using Touch ID^™?

   No. Once you are enrolled with Touch ID^™, your fingerprint is the only required login credential.

8. Where is my fingerprint stored?

   bankESB does not hold or store your fingerprint. Your fingerprint is stored on your device (as part of the user settings) when you set it up and we rely on the device to authenticate your fingerprint if you choose to use Touch ID^™ when accessing Mobile Banking.

9. Can I use any finger for Touch ID^™?

   Yes, you can store as many of your fingerprints as the device allows. Any fingerprint that is stored in the device can be used to access your Mobile Banking.

10. Can more than one person’s fingerprint be registered to my App?

    bankESB does not collect or store your fingerprint in any case. Your fingerprint is stored on your device when you set up your fingerprint enabled device.   Just like it is your responsibility to keep secure your Online Banking password, Touch ID^™ should be treated with the same level of security. This means that you must not have other people’s fingerprint stored on your device if you would like to use this login option. However, if someone else’s fingerprints are stored on your device and you enable fingerprint authentication, the second person will also have full access to your account.

11. Can more than one person Login to bankESB Mobile Banking using Touch ID^™ on the same device?

    On enrollment, any fingerprint you save on your device may access your bankESB Mobile Banking App. You should not register for Touch ID^™ if you wish to retain other people’s fingerprints on your device.

12. If my fingerprint is not recognized, can I still login to my account?

    Yes. You can still log on to the bankESB Mobile Banking App using your account username and password.

13. What if my Touch ID^™ enabled phone is lost or stolen?

    If your mobile device is lost or stolen you can delete a device at any time by logging onto your account from a PC or another device and selecting the Fingerprint Device Management screen. You can delete the lost/ stolen device from the list of devices currently authorized. In addition, anytime a new fingerprint is added to the device, re?enrollment is required. So a lost device should not be able to access your account without your fingerprint or account Login ID/ Password.

14. What happens if my device is stolen ? will someone be able to access my accounts?

    Another person would need your bankESB online banking Login ID and Password to access your accounts. Please call our Customer Care at 855.527.4111 in the event your device is lost or stolen so we can reset your password as an added level of security.

15. How can I disable Touch ID^™?

    Touch ID^™ can be disabled in a number of ways:

    1. By using the mobile app and navigating from the: Login page > Mobile Services > Manage Fingerprint > Fingerprint Enrollment > Click “Unenroll”.
    2. Using the Mobile Browser: Login > “Manage Fingerprint Devices.” (Shown below or the Fingerprint Enrollment page.)
    3. Using a PC and Navigating to the Service Center: Manage Fingerprint Devices > Fingerprint Enrollment

16. What happens when I buy a new phone?

    You will need to register your fingerprint on the new device, and then set up Touch ID^™ to access Mobile Banking using your fingerprint.