Mobile Banking

Banking from your mobile device.

 

With Butterfield Mobile Banking app, you can perform the following banking services from your mobile device:

RECEIVE YOUR VERIFICATION CODES AND ACCOUNT ACTIVITY ALERTS
ON YOUR MOBILE DEVICE

You can now receive your online banking verification (One Time Passcode (OTP)) codes and account activity alerts as push notifications on your mobile device, rather than by e-mail.

Simply follow the instructions in the user guide below and register to receive your verification (OTP) codes and alerts for online banking directly on your Apple or Android mobile device.

ANDROID NOTIFICATIONS USER GUIDE

APPLE (iOS) NOTIFICATIONS USER GUIDE

FREQUENTLY ASKED QUESTIONS

• Can I have more than one mobile device and use the App on both? Will I receive the notification on both devices?

  Yes. You can register multiple Apple(iOS) and Android devices or a mixture of Apple(iOS) and Android devices by following the same registration steps.

• Can I use the same device and App for ​more than one login?

  You can use the same mobile device and App to log in to multiple online banking profiles.

• What happens if I receive the OTP to​ my mobile device but I swipe the notification off of my screen before I can read it?

  Try swiping down from the top of the screen on your mobile device. You will often find your previous notifications can still be viewed. If you are unable to view it, you should login again. For financial transaction where you are asked for an OTP and you cannot find it, you can use the Resend Code option, and a new verification (OTP) code notification will be sent to you.
  
  On Apple(iOS) devices, notifications can be set to Persistent in the device notifications settings. Check your device system settings and notifications to personalise how and when notifications appear.

• Can I receive the verification (OTP) code via both e-mail and to my mobile device?

  No, you cannot receive the verification (OTP) code via both e-mail and push notification at the same time.

• Does the Butterfield Mobile Banking App save my Username and Password?

  No, the App does not save user credentials. For your security, you will need to input your Login ID and Password every time you log in. Fingerprint and Face ID are not enabled to login to the App.

• I’ve turned on Push Notifications but I am still receiving the OTP via e-mail, what should I do?

  You may not be receiving the OTP for any of the following reasons:

  • Push notifications are only sent to the device(s) that you have registered with the latest Butterfield Mobile Banking App.
  • Check that you have the correct version of the App installed and that in your Security Settings > Push Notifications, you see your device operating system (Apple(iOS) / Android) slider switch is turned on (Blue).
  • During the installation process of the app you clicked on “don’t allow” – log in to Butterfield Online and check that your toggle switch is turned on. Turn it off, check your settings and verify your device is registered, and check your personal settings for notifications on your iOS device.
  • Check on your device that you have allowed ”Show Notifications” for the Butterfield Mobile Banking App. Turn off settings like ”Do Not Disturb”.
• What should I do when I change my mobile device?

  Prior to changing your device, or giving it to someone else, you should log in to Butterfield Online and de-register your device by turning the switches Off (GREY) in Security Settings > Push Notifications > iOS/Android.
  
  Your OLD device will continue to receive alerts until it is de-registered.
  
  You can then register your NEW device by using it to log in to Butterfield Online using the Butterfield Mobile Banking App. Your first verification (OTP) code will be sent to the e-mail address on file. Once you have entered the OTP upon first login, your new device will be registered and the switches will turn back on (BLUE).

• What should I do if my device is lost or stolen?

  If your device is lost or stolen, please contact us via one of the following channels:
  
  Bermuda Call Centre                  T:+1 (441) 295 1111
  Cayman Islands Call Centre        T: +1 (345) 949 7055
  General E-mail:                         ebankingfraud@butterfieldgroup.com

• Why am I not receiving notifications?

  You may not be receiving notifications for any of the following reasons:

  • Push Notifications are only sent to the device(s) that you have enabled in the Butterfield Mobile Banking App.
  • You may not be connected to the cellular network or Wi-Fi. Please check your signal strength.
  • In the mobile device settings, you may have personalised them to prevent App Notifications from being received or displayed. Please check your devices settings.
  • You may have deleted and reinstalled the App on your mobile device. Please contact the Call Center team.

Trademarks and Disclaimers

Apple, the Apple logo, iPad, iPhone, and iPod touch are trademarks of Apple Inc., registered in the U.S. and other countries. App Store is a service mark of Apple Inc.

Android is a trademark of Google Inc. Google PlayTM is a trademark of Google Inc.