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NYCB Mobile Questions


NYCB Mobile is a simple, convenient, and easy way to manage your finances virtually anywhere at any time from your mobile device or tablet.

A variety of banking transactions can be performed through the NYCB Mobile App, including, but not limited to:


  • Check Balances
  • Review Transactions
  • Transfer Funds1
  • Pay Bills
  • Send money with Zelle®
  • Send External Transfers
  • Deposit Checks
  • Locate Branches
  • Set up and receive Push Alerts
  • View Electronic Documents
  • Change password

1 Fees and limitations may apply.
U.S. checking or savings account required to use Zelle®. Transactions between enrolled users typically occur in minutes and generally do not have fees. Zelle and the Zelle related marks are wholly owned by Early Warning Services, LLC and are used herein under license.

Visit the NYCB Mobile page on our website to learn more and download the mobile app from the App StoreSM or Google PlayTM.


App Store is a service mark of Apple Inc.
Google Play is a trademark of Google Inc.

What are the benefits of the NYCB Mobile App?


NYCB Mobile provides a simple, yet powerful connection to bank accounts through the use of a mobile device such as a mobile phone or tablet. The most common benefits include:


  • Convenience
  • Easy Access
  • Save Time
  • Save Money

Are there any transactions that cannot be performed through the NYCB Mobile App?


Yes, for your Security, there are some transactions that cannot be completed through the App, and require you to login to NYCB Online from your desktop.

The following transactions cannot be performed through the NYCB Mobile App:


  • Set up Alert Preferences for text or email alerts
  • Change User ID or Security Questions
  • Send a Secure Message

Are there any fees associated with the NYCB Mobile App?


The NYCB Mobile App is free to download, however standard messaging and data rates may apply. Fees do apply for certain types of transactions. Refer to the Schedule of Fees and Services for more details.


Is the NYCB Mobile App safe?


When you login using your mobile device (mobile phone or tablet), you are logging in with the same multi-layer Security that is used as if you logged on from your desktop computer. We confirm your credentials along with the device you are using.

The first time you login you will be asked to enter your User ID and password. If answered correctly, a Security question will prompt. Enter the Security question as you normally would and register your device.


Does the NYCB Mobile App access any of my personal information or data from my device?


Depending on the services that you use, the NYCB Mobile App may access your contacts, GPS and camera.


  • Contacts – the app may access your contacts when sending money to one of your contacts via Zelle®.
  • GPS – the app will access your GPS location when using the branch/ATM locator.
  • Camera – the app will access your camera (NOT your photos saved on your device) when processing a mobile check deposit.

U.S. checking or savings account required to use Zelle®. Transactions between enrolled users typically occur in minutes and generally do not have fees. Zelle and the Zelle related marks are wholly owned by Early Warning Services, LLC and are used herein under license.

How do I login to the NYCB Mobile App?


You will login to the NYCB Mobile App using the same User ID and Password that you use to access NYCB Online.


What is the “Save ID” feature? How do I turn it on and off?


The “Save ID” feature is used to tell a device to remember the User ID in order to avoid typing it in every time the NYCB Mobile App is opened.

To activate or deactivate the “Save ID” feature, tap on the "Save ID” icon located on the login screen.

Note: Save ID feature needs to be enabled to utilize the Instant Balances feature.


What does the "Call Us" feature do?


The "Call Us" feature is utilized to reach the Customer Contact Center directly from a mobile device with the tap of a button.


Can I use the NYCB Mobile App to find a Branch or ATM location?


Yes. Simply tap the Branch Locator on the login screen and search by Location, Zip Code, or Address.


How long does it take before I am automatically "timed out" of the NYCB Mobile App?


The NYCB Mobile App is set to time out after 5 minutes of inactivity. Please note, your device settings may auto lock prior to the NYCB Mobile timeout.

What are Self Service Tools?


Self Service Tools are designed to aid with a forgotten User ID and Password. This feature can be found by clicking on the "Trouble logging in?" link on the login screen.


I forgot my User ID and Password, how can I obtain them?


You can select the "Trouble logging in?" link from the NYCB Mobile homepage and following the instructions.


I locked my NYCB Online Password. How can I unlock it?


If a Password is entered incorrectly three times, it will become locked. In order to unlock the password, please call our Customer Contact Center at (877) 786-6560.


What are Instant Balances?


Instant Balances allow you to view your Account Balances without logging into NYCB Mobile.

Note: The Save ID feature needs to be enabled to utilize the Instant Balances feature.


How do I set up Instant Balances?


To set up Instant Balances:


  • Login to NYCB Mobile
  • Click on the More tab
  • Select Instant Balances
  • Choose the Accounts you would like Instant Balances on
  • Toggle the button to "ON" and click Save

How do I turn off Instant Balances?


To turn off Instant Balances:


  • Login to NYCB Mobile
  • Click on the More tab
  • Select Instant Balances
  • Toggle the button to "OFF" and click Save

Are Instant Balances secure?


Yes. Protecting your financial data and keeping your information safe and secure is our top priority. If you use Instant Balances, it is suggested that you secure your mobile device or tablet with a Password.


How many accounts can I receive Instant Balances for?


You can view Instant Balances on up to four accounts.


How do I review the details of a specific account using NYCB Mobile?


If you wish to review details on a specific NYCB account, simply select it from the list of your accounts. When selected, your account number, account name, account type, balance, and transaction history will be displayed.


Are transactions that I view in the NYCB Mobile App posted in real-time?


Yes. All transactions are posted in real-time.1


1 Subject to certain limitations.

Can I transfer funds internally using NYCB Mobile?


Yes. If you have more than one NYCB account, you can easily transfer money to and from different accounts.1


To transfer funds internally, follow these steps:


  • Login to NYCB Mobile
  • Click on the Transfers tab
  • Select the account to transfer from
  • Select the account to transfer to
  • Input the amount being transferred and click Submit

What is the minimum and maximum amount I can transfer internally?


The minimum allowable transfer amount is $0.01. The total amount, per day, of all Internal Transfers cannot exceed $3,000,000.00.1


When will my Internal Transfer be processed?


Internal transfers are posted to your account and are available immediately; however, the effective date in your history will reflect the next business date if your transfer is submitted after 10:00PM ET.


Can I process an External Transfer with NYCB Mobile?


Yes. If you have accounts at other financial institutions, you can easily transfer money to and from those accounts.1

To access this feature on NYCB Mobile:

  • Login to NYCB Mobile
  • Click Transfers and Pay
  • Click External Transfer


What is an External Transfer?


The External Transfer service allows you to transfer funds between your accounts at NYCB and your accounts at other financial institutions.1


How long does it take to process a transfer?


Standard External Transfers will take three business days to process not including the day the transfer is initiated.1

Next Day External Transfers will take one to two business days to process not including the day that the transfer is initiated.1


What are my External Transfer limits?


Your transfer limits are shown in the Transfer Funds section next to the amount you want to transfer by clicking on the icon. If you try to transfer an amount that is higher than your limit, a message informs you how much money you can transfer.


What is a recurring transfer?


An automatic transfer of a specified amount from one account to another based on a consistent schedule. For example, you may want to set up a recurring transfer to automatically move $500 from your money market account to a checking account at the end of each month.3

You need to make three decisions that determine the frequency and duration of the transfers:

  • When do you want the first transfer to start?
  • How often do you want to transfer the money?
  • What is the duration of the recurring transfer?

When you set up a transfer schedule, the transfers are automatically scheduled for the duration you choose or until you cancel the repeating transfer.2


1 Fees and limitations may apply.
2 Limitations may apply
3 There may be transactional limitations on money market accounts. Please refer to your account disclosure for more information.

How do I pay bills using NYCB Mobile?


To use the Bill Pay feature:


  • Click on the Transfers & Pay option and select Pay my billers
  • Select the biller from the list
  • Or select Add new biller
  • Select the account you wish to pay from
  • Enter the amount and select the date you would like to make the payment
  • Click on Next
  • Review the information and select Pay to complete the transaction

How do I view Scheduled Payments?


In order to view Scheduled Payments, select the Transfers & Pay option , and click on Payment activity.


What is the minimum and maximum amount I can send using Bill Pay?


The minimum amount you can send using Bill Pay is $1.00. The maximum amount you can send using Bill Pay is $25,000.00.


Is there a fee for using Bill Pay?


There is no fee to use Bill Pay unless you need to expedite a payment or send an overnight check. Refer to the Schedule of Fees and Services for more details.

What is Zelle®?


Zelle® is a fast, easy way to send money to and receive money from friends, family, and other people you know and trust1, typically within minutes1, using their email address or U.S. mobile phone number.


What do I need to have in order to use Zelle®?


You must have a bank account in the U.S. to use Zelle®. You'll also need a valid email address or U.S. mobile phone number.


Can I use Zelle® internationally?


In order to send, receive or request funds, the sender and recipient accounts must be based in the U.S.


Who can I send money to?


Zelle® is a great way to send money to family, friends, and people you know, like your neighbor, your roommate, or your babysitter1. It's important to remember that money is sent directly from your New York Community Bank account to another person's bank account typically within minutes1, so Zelle® shouldn't be used to send money to people you don't know or trust.

Neither New York Community Bank, nor Zelle®, offers a protection program for any authorized payments made with Zelle® – for example, if you don’t receive the item you paid for or the item is not as described or as you expected.


Is there a fee?


New York Community Bank doesn't charge a fee to send or receive money via Zelle®, however, there may be scenarios where using Zelle® may incur charges.
If you send a transaction for which you have insufficient funds to cover the transaction, non-sufficient funds (NSF) fees may apply.

While you may cancel a scheduled Zelle® transaction at any time before it processes, New York Community Bank will charge you a fee to cancel a pending payment sent to a recipient that has not yet enrolled.

Mobile carrier fees may apply.


Is it secure?


Yes. When you use Zelle® within NYCB Online or NYCB Mobile, your information is protected with the same technology we use to keep your accounts safe.


How do I get started?


It's easy. Zelle® is already available within NYCB Online and NYCB Mobile. Just sign in online or the app and follow a few simple steps to enroll with Zelle® today. We recommend you enroll before someone sends you money - this will help you get your first payment faster.

Follow the steps below to enroll with Zelle® from NYCB Online:
  1. Login to NYCB Online.
  2. Click Send Money with Zelle® from the tabs at the top of the screen.
  3. On the Welcome to Zelle® screen, click Get Started.
  4. Read the Terms and Conditions. To accept the Terms and Conditions, click Accept and Continue.
  5. You'll be presented an option to either (1) select an email or U.S. mobile number from a list (and click Continue) or (2) enroll a specific email or U.S. mobile number.
  6. If you select to enroll a U.S. mobile number, read the Notice Regarding Receiving Text Messages. Click Continue.
  7. Enter the verification code sent to you and press Verify.
  8. On the Choose Primary Account page, click the account you would like to use as Primary and click Continue.
  9. Enrollment is complete! From the Congratulations screen, you can Send Money, View Activity or add another email or U.S. mobile number.

Follow the steps below to enroll with Zelle® from the NYCB Mobile app:
  1. Tap the NYCB Mobile app to open it on your mobile device home page.
  2. When the login screen opens, enter your User ID and password and tap Log In.
  3. Tap Transfer & Pay and then Send Money with Zelle®. The Welcome screen will open.
  4. Tap the links to read the Terms and Conditions and the Notice Regarding Receiving Text Messages.
  5. Tap the checkbox to select I agree to the Terms and Conditions and Receiving Text Messages.
  6. Tap Get Started.
  7. On the Choose Primary Account screen, tap and select the account you want to send payments from. This is also the account where you'll receive payments.
  8. Next you'll see the Review Information screen with your contact information and the NYCB account, that's linked to Zelle®. You can't edit your email or U.S. mobile phone number here (you can do that in Online Banking Settings). If you have more than one eligible account to use with Zelle®, you can tap the drop-down menu next to Primary Account and select a different account. If you have only one account available, you will only see one.
  9. Tap All Done.
  10. Zelle® will open and you can begin using it to send and receive money.


How does Zelle® work?


Whether you enroll through NYCB Online or NYCB Mobile, we establish a connection between your email address or U.S. mobile phone number and your preferred checking.
Your name, financial institution name, and email address or U.S. mobile phone number you enrolled with is shared with Zelle® (no sensitive account details are shared - those stay with NYCB). When someone sends money to your enrolled email address or U.S mobile number, Zelle® looks up the email address or U.S. mobile phone number in its "directory" and notifies NYCB of the incoming payment. NYCB then directs the payment into your account, all while keeping your sensitive account details private.


How do I send money?


NYCB Online: Login to NYCB Online and choose “Send Money with Zelle®” from the upper navigation bar.

NYCB Mobile: Login to NYCB Mobile and choose “Transfer & Pay” and select “Make and manage payments”. Choose “Send Money with Zelle®”.


How do I receive money?


If you are already enrolled with Zelle®, no further action is needed. If someone sends you money, the money will move directly into your account, typically within minutes1.

If you have not enrolled with Zelle®, and someone sends you money, this is what you need to do:
  1. Click on the link provided in the payment notification you received via email or text message.
  2. Select “New York Community Bank”.
  3. Follow the instructions provided on the page to enroll. You should enroll with Zelle® using the email address or U.S. mobile number on which you received the notification to ensure you receive your money.
  4. In most cases, the money will be available in minutes1.


Can I cancel a payment?


You can only cancel a payment if the person you sent money to hasn’t yet enrolled with Zelle®. To check whether the payment is still pending because the recipient hasn’t yet enrolled, you can go to your activity page, choose the payment you want to cancel, and then select “Cancel This Payment.” If the person you sent money to has already enrolled with Zelle®, the money is sent directly to their bank account and cannot be canceled. This is why it’s important to only send money to people you trust, and always ensure you’ve used the correct email address or U.S. mobile number when sending money.

If you sent money to the wrong person, we recommend contacting the recipient and requesting the money back.


How do I “Pay it Safe” with Zelle®?


Only send money to those you trust. With Zelle®, you can send money from your account to someone else’s within minutes1. It’s a great way to pay friends, family, your coworkers and almost anyone else you trust1, but it shouldn’t be used to pay strangers.

Beware of payment scams. If a deal sounds too good to be true, it probably is. Neither New York Community Bank nor Zelle® offers a protection program for any authorized payments made with Zelle® - so only use Zelle® to pay people you know and trust.

Treat Zelle® like cash. Money moves fast - directly into the enrolled recipient’s bank account. Always double check you have the recipient’s correct U.S. mobile number or email address, so the money goes to the right person.

For more information, please visit: https://www.zellepay.com/pay-it-safe/understanding-fraud-and-scams


I’m unsure about using Zelle® to pay someone I don’t know. What should I do?


If you don’t know the person, or aren’t sure you will get what you paid for (for example, items bought from an online bidding or sales site), you should not use Zelle®. These transactions are potentially high risk (just like sending cash to a person you don’t know is high risk). Neither New York Community Bank, nor Zelle®, offers a protection program for any authorized payments made with Zelle® – for example, if you do not receive the item you paid for or the item is not as described or as you expected.


1 U.S. checking or savings account required to use Zelle®. Transactions between enrolled users typically occur in minutes and generally do not have fees. Zelle and the Zelle related marks are wholly owned by Early Warning Services, LLC and are used herein under license.


What is Mobile Deposit?


Mobile deposit is secure, easy to use, and convenient. You can deposit checks directly into your eligible account using your mobile device or tablet by taking a photo of the front and back of the check.


Are Mobile Deposits safe?


Yes. You can access the NYCB Mobile Deposit feature by logging into NYCB Mobile. This feature uses the same multi-layer Security as if you logged on from your desktop computer, which is designed to identify you in a number of ways.


How can I process a Mobile Deposit?


Login to NYCB Mobile and select the Deposits function. From there, you can view your Deposit History and/or deposit new checks. Select the account, enter the amount, take a photograph of the front and back of the check, and press Submit.


Is there a limit to the amount or number of checks that I can deposit via Mobile Deposit?


The minimum check amount which can be deposited is $0.10. Per check limits, daily limits, and 30 day limits apply. Limits are displayed within the NYCB Mobile Deposit section of the app.


When will my Mobile Deposit be processed?


Mobile Deposits are treated the same way as if walking into a branch. The amount deposited will be reflected in the Current Balance when processed, and as the check clears it will reflect in the Available Balance.


Do I have to endorse the check I deposit via Mobile Deposit?


Yes, your mobile check deposit must include your endorsement. In addition, write “NYCB Mobile Deposit Only” under your endorsement.


Is there a fee for Mobile Deposit?


No, there is no fee for the Mobile Deposit feature.


How do I view my Mobile Deposit History?


To view your Deposit History, click on the Deposits tab and select Deposit History. Here you will be able to view the date and amount of the transaction. Tap on the transaction to view additional information.


What do I do with the check(s) that I deposit using Mobile Deposit?


It is suggested that you retain the check(s) for at least one week after you make the deposit in the event that the original check is required for any reason. Once the deposit is processed, you can destroy (i.e. shred) the check.

What are Alerts?


Account Alerts notify you of important events occurring on your account.  Security alerts will automatically be sent to you when changes (e.g. email address, password, etc.) are made to your account.


What type of Account Alerts are available?


The type of Alerts available are:

  • Balance Alerts (i.e. Your balance is above or below an amount you specify)
  • Transaction Alerts (i.e. A withdrawal or deposit posts to your account)
  • Security Alerts (i.e. Change to an email address, password, etc.)

What are Push Notifications?


Push notifications notify you of new messages or events without the need to actually open the application, similar to how a text message will make a sound and pop up on your screen.


How do I set up Alerts?


Push alerts can be setup using NYCB Mobile in the More tab. Text and email alerts must be set up within NYCB Online.


To set up Alerts via NYCB Mobile:


  • Login to NYCB Mobile
  • Click on More
  • Click Alerts
  • Click the toggle to the on position
  • Make your alerts selections

How do I cancel or change my Alerts?


Push alerts are cancelled within NYCB Mobile in the More tab. Text and email alerts are cancelled within NYCB Online.


How do I view my Alerts History?


Tap on More, select Alerts, and tap on Alerts History. You can view alerts for the past 90 days.


Standard messaging and data rates may apply when using mobile and text banking

What is NYCB Text Banking?

NYCB Text Banking allows you the freedom to inquire on your accounts from virtually anywhere using SMS messaging.

To enroll in NYCB Text Banking:


  • Login to NYCB Online
  • Go to the Mobile link
  • Place a checkmark in the box labeled "Text Messaging (I'd like to use text banking services.)"
  • Click Continue
  • Select the accounts that you would like to use in text banking
  • Assign Nicknames for text banking
  • Click Continue
  • Provide your mobile phone number
  • Confirm that the notification code is sent via SMS message
  • Enter the notification code into NYCB Mobile to complete enrollment

What are some of the most common commands used for NYCB Text Banking?


Common NYCB Text Banking Commands:


  • BAL – View the available balance in your account(s) that are registered with NYCB Online
  • HIST and the account nickname – View recent payments and deposits in your account(s) that are registered with NYCB Online (example: HIST SAV1)
  • ATM and the zip code – Receive a list of nearby ATMs (example: ATM 12345)BRANCH and the zip code – Receive a list of nearby branches (example: BRANCH 12345)
  • MORE – Receive additional transaction history, additional branch listings, or additional ATM locations
  • HELP – Receive a short list of common commands, support information, and how to cancel the service
  • STOP – Remove the device from NYCB Text Banking

What are NYCB Text Banking Nicknames?


NYCB Text Banking Nicknames are short names that can be assigned to accounts to quickly text the NYCB short code (696922) a command along with the nickname to get information about that account.


Is there a fee for using NYCB Text Banking?


There is no bank fee for using NYCB Text Banking, however, standard messaging and data rates may apply.

What are Mobile Preferences?


Mobile Preferences are set up through NYCB Online to configure settings for NYCB Text Banking.


What types of Mobile Preferences can I set up through NYCB Online?


Preferences that can be set up and/or configured include:


  • Add/Remove mobile devices from NYCB Text Banking
  • Configure nicknames for NYCB Text Banking
  • Text links to access the app
  • Add/Remove accounts to view via NYCB Mobile

Customer Service

Speak to us directly


Call

(877) 786-6560

Automated System 24 hours / 7 days a week

Deposit Account and Residential Mortgage Assistance:

Monday - Friday: 8am - 8pm (ET)
Saturday: 9am - 5pm (ET)

NYCB Online/Mobile and Visa® Debit Card Assistance:

Monday - Friday: 8am - 8pm (ET)
Saturday: 9am - 5pm (ET)
Sunday: 9am - 2pm (ET)

Secure Message: To send a secure message: Please log into NYCB Online, select the Envelope icon and choose Compose Message.

To report a lost or stolen ATM / Visa® Debit Card Call (855) 271-7580​​​

Mail

New York Community Bank
615 Merrick Avenue
Westbury, New York 11590