DIGITAL BANKING FAQs

For help with Online or Mobile Banking, please call 800-840-4999.

If you are having technical issues with your phone or have questions about mobile data access or data charges on your phone bill, contact the customer service department of your mobile service provider.

Mobile Banking helps promote security by hiding your full account number, timing out your session after inactivity, and using your existing online banking user ID and password, which only you know.

Communication between your device and the bank uses a 128-bit Secure Socket Layer (SSL) Encryption.

If your phone is lost or stolen, you should notify your mobile service provider immediately. The mobile app doesn’t store your password. You can always call us at 800-840-4999 to have your login information reset over the phone, or you can change your User ID and Password within Online Banking.

To help protect your accounts or sensitive information when using Mobile or Online Banking, we recommend the following:

• Never give out your User ID or password.
• Choose passwords that would not be easy for others to guess. This includes information that could be found on social or public sites, such as your name, a family member name, your phone number, birthday, or the name of your pet.
• Establish a password or passcode to access your mobile device. A device password or passcode will lock your device after it has been idle for a set period of time preventing access by others who are not authorized.
• Avoid using public Wi-Fi when using Mobile or Online Banking.

Download and launch the mobile application from the Apple, Google Play, or Amazon app stores, or visit m.zionsbank.com from your mobile web browser. When prompted, enter your Online Banking User ID and Password. The first time you sign in, you'll be required to accept the Mobile Banking Service Agreement.

If you’re enrolled in Online Banking, you’re eligible to use Mobile Banking. All you need is an eligible mobile device with internet access.

Yes, as long as your mobile carrier offers internet service in the country you’re visiting and you have already downloaded the app. All roaming, data access, and text charges from your mobile service provider will apply. The Mobile Banking application is only available to download within the US using the US version of the Apple, Google Play, and Amazon app stores.

Sign in to the Mobile Banking app, go to “Settings/Quick Access,” and slide the toggle button to turn on Passcode.

Using a Touch ID supported device, turn on Touch ID on your device by going to “Settings” and selecting “Touch ID & Passcode.” Then, follow the simple steps to save your fingerprint to your device (you’ll also need to set up a device passcode if you haven’t already). Next, sign on to the Mobile Banking app, go to “Settings/Quick Access,” and slide the toggle button to turn on Touch ID.

Enabling Touch ID for Mobile Banking will grant access and full Mobile Banking functionality to any person whose fingerprints are saved on your device. We strongly recommend against enabling Touch ID if anyone else has or might gain access to your device and its security password.

Yes, you will always have the option to sign in with your User ID and password. Just tap “Cancel” when the app asks for your fingerprint.

We have custom apps optimized for iPad^®, iPhone^®, and Android™ smartphones, as well as Android™ and Kindle Fire™ tablet devices.

There is no charge for the Mobile Banking service; however, ordinary bank fees under other agreements still apply (e.g., fund transfers that results in overdraft charges or applicable Bill Pay fees). Contact your wireless phone service provider regarding data or messaging charges.

Mobile Banking offers a suite of self-service capabilities and we are continuously releasing new features, enhancing the user experience, and helping you manage your finances on the go:

• View your account balances and transaction history
• Transfer money between your eligible accounts
• Pay your bills
• Deposit checks using our Mobile Check Deposit service
• Submit travel notification requests for upcoming travel plans
• Search for Branch and ATM locations

Both the mobile web browser application and the downloadable mobile application are free and offer easy and on the go access to your accounts. With mobile web browser, you use the web browser from your mobile phone to access your account information. The mobile applications can be downloaded to your mobile phone or wireless device. These applications provide an experience optimized for iPad^®, iPhone^®, and Android™ smartphones, as well as Android™ and Kindle Fire™ tablet devices.

View comparison chart

Check your mobile device or the applicable app store for notices regarding Mobile Banking version updates. If there is an update available, follow the instructions to download the update.

We regularly release new Mobile Banking features and services that may be available only by updating your mobile app and/or your mobile device’s operating system to the latest version.

Mobile Banking uses the same nicknames that are used in Online Banking. If you want to change them, you will need to sign in to Online Banking and click on the Services menu.

Mobile Check Deposit is a convenient and easy way to deposit checks from your mobile device into one of your eligible accounts. With the Mobile Banking app on your iPhone^®, iPad^®, Android™ smartphone, or Android™ or Kindle™ Fire tablet device, you can take a photo of your check and easily submit your deposit for processing. Checking, Savings, and Money Market accounts are eligible for Mobile Check Deposit.

You can deposit a check to your eligible accounts by following these simple steps:

• Endorse the back of the check with your signature and add the words “For BANK Mobile Deposit Only.”
• Sign in to Mobile Banking and select "Check Deposit" from the main menu.
• Make sure your check is placed on a dark, well-lit, flat surface. Tap the camera icon in the viewfinder to take the picture. If the preview looks correct, select the checkmark button.
• After all the required fields are complete, select the "Continue" button.
• Review your entries and submit your check deposit request.

Note: A device with a rear facing and auto focus camera is required to use the Mobile Check Deposit service.

After successfully submitting your check, the deposit process will begin. The processing time to complete the deposit may vary. If we accepted your deposit:

• Funds deposited before 7:00 p.m. MT on a business day (every day except Saturday, Sundays and federal holidays) are generally available for withdrawal on the next business day. For example, if you deposit a check at 2:00 p.m. on Thursday, you’ll see it in your account on Friday. Deposits after the cutoff time or on a non-business day, such as Saturdays, Sundays, or federal holidays, the funds will generally be available on the 2nd business day.
• We’ll send you an email within 1 business day with your deposit status.
• Even though the image was approved for deposit, it will follow the same posting process as a traditional paper check. It may take several hours from the time the deposit was approved to when it appears in your account. You will see the deposit on the next business day and receive an email notifying you that the deposit was successful.
• Deposits may be subject to additional holds.

If your deposit is declined, we will email you a notice by the first business day after the day we receive your deposit.

Mobile Deposit is free to eligible customers. There may be charges associated with data usage on your phone or tablet device. Check with your wireless phone service provider for more information.

Yes. Mobile Check Deposit Limits are based on length of oldest deposit account relationship. See details. 

After you successfully submit your deposit, retain the check for 30 days and then securely destroy the check. This allows sufficient time in the event the check needs to be re-deposited.

You can deposit checks payable in US dollars and drawn on a US bank. The following items cannot be deposited using Mobile Check Deposit:

• Checks payable to anyone other than the owner of the account into which it is being deposited
• Checks drawn or issued by you; or drawn by others against an account on which you’re a joint owner or authorized signer
• Government checks of any type, state or federal.
• Checks payable to “Cash”
• Checks payable jointly, unless deposited into an account with the names of all payees
• Checks previously converted to a substitute check, as defined in Reg. CC
• Checks drawn on a foreign bank and/or that are not payable in United States currency
• Checks that are payable on sight or payable through drafts, as defined in Reg. CC, or are remotely created checks, as defined in Reg. CC
• Checks that are undated, post-dated, or are dated more than six months prior to the date of deposit
• Travelers Checks
• Checks that have previously been deposited by any remote capture or physical delivery
• Checks or items that are drawn or otherwise issued by the US Treasury Department
• Checks that have previously been returned unpaid for any reason
• Checks transmitted from outside the United States;
• Registered government warrants
• Checks containing any unauthorized alteration;
• Money Orders
• Checks that are prohibited by our current procedures relating to the Mobile Remote Deposit capture feature or which are otherwise not acceptable under your deposit account agreement or as we may otherwise determine in our sole discretion
• Checks with any endorsement on the back other than that specified in this Agreement

Immediately call Zions Bank Customer Service at 800-974-8800 to report the unauthorized transfer as soon as you discover or suspect the activity has occurred.

The agreements and rules that govern suspect or actual unauthorized transfers through Online Banking, such as deadlines to report unauthorized transactions, also apply to transfers made through Mobile Banking. Please see your Online Banking Agreement, your Deposit Account Agreement, or your account statements for further information. Also, see any agreements governing the specific affected account (e.g., credit card agreements). Where applicable, those agreement documents include information regarding special rights of consumers, such as rights pertaining to unauthorized transfers from consumer deposit accounts under Regulation E and/or consumer credit accounts under Regulation Z.

Yes. Select "Transfers" from the main menu to schedule a transfer to or from your eligible accounts. You can also view your recent and scheduled transfer activity by selecting the “Recent” or “Scheduled” tabs.

To transfer funds to a friend’s account or one of your external accounts, you will need to use Online Banking to set up those accounts before they will display as account transfer options in Mobile Banking.

Mobile Banking allows you to delete a scheduled transfer, but you cannot edit a pending or scheduled transfer. To delete a transfer, sign in to your Mobile Banking application and follow these steps:

1. Select “Transfers” from the main menu
2. Select the “Scheduled” tab and find the transfer to delete
3. Click the “Delete” button

In Online Banking, you can edit and/or delete a scheduled transfer. Once you have signed in to Online Banking:

1. Select “Transfers” from the main menu
2. Select “Scheduled” and click on the transfer to edit
3. Edit or delete your scheduled transfers

Transfers between Zions Bank accounts are immediate, so they cannot be subsequently canceled or edited.

We will notify you by email when an eStatement, eNotice, or eTax Document is posted to your Digital Banking (Online and Mobile Banking) account. This will happen at the same time you would normally receive a paper statement, notice or tax document. When the notification arrives in your email box, just:

• Log into either Online or Mobile Banking
• Your eStatement, eNotice, and eTax Document will be available through the eDocuments service

You can save a PDF version of your eDocument to your hard drive or mobile phone if you wish, or print it out. eDocuments also remain viewable in both Online Banking and in the Mobile Banking app.

eDocument Online Availability

Yes. This feature is only available through Online Banking and the Mobile Banking app for both personal and business customers.

In Online Banking:

• Log into Online Banking
• Navigate to the eDocuments link
• Select "My eDocument Preferences" under Quick Links:

1) Choose which service(s) you desire: eStatements, eNotices, and/or eTax Documents
2) For eStatements and/or eNotices services, you should select which eligible accounts you want to enroll
3) For eTax Documents, all eligible accounts that we report under your tax identification number will be enrolled

In Mobile Banking:

• Log into the Mobile Banking app
• Tap the eDocuments menu item
• Select eDocument Preferences:
  
  
  1) Choose which Service(s) you desire: eStatements, eNotices, and/or eTax Documents
  2) For eStatements and/or eNotices services, you select which eligible accounts you want to enroll 
  3) For eTax Documents, all eligible accounts that we report under your tax identification number will be enrolled

To resume receiving mailed paper copies of your Statements, Notices, and/or Tax Documents, please contact customer service by phone or send a message by selecting the Message Center from the Online Banking Services tab.

Please note certain types of accounts charge a fee for paper statements. Please see our Fee Schedule for additional details.

The Account Activity screen shows all the completed and pending transactions for the last 30 days (you can also choose to have it show transactions for certain other specified periods). eStatements are electronic versions of the monthly paper statements you currently receive. They include transactions during a set period of time (a statement cycle) and do not include any pending transactions.

If you receive images of your canceled checks today, you'll also receive them in your eStatements. In addition, you can also access images of your recent checks through Online Banking and Mobile Banking.

When you enroll in an eStatements, eNotices or eTax Documents service, we will stop sending you the corresponding paper copies of your statements, notices and tax documents. You can change your mind at any time and resume receiving paper copies by calling our Online Banking Support.  

Please note certain types of accounts charge a fee for paper statements. Please see our Fee Schedule for additional details.

To request a copy of an older statement, visit the “Services” tab in Online Banking or call customer service. Standard copy charges as separately disclosed for your account type may apply.

eDocuments are posted to Digital Banking in PDF format. In order to view PDF documents, you may need to install a current version of Adobe Acrobat Reader. For technical issues, please call our Online Banking Support.

An eNotice is any notice, disclosure, agreement, fee schedule, transaction record, invoice or loan statement that we choose to send you electronically rather than by paper. You will be notified by email when an eNotice is generated for you.

The following is a sample list of common eNotices, subject to change. 

NSF Notice
Overdrawn Notice
CD Certificate Renewal
DDA Dormant Letter
CD Advice of Credit
Loan Payment Billing Statement
CD Interest Credited
Consumer Loan Statement
IRA Statement
CD Retirement Plan Renewal
Final Loan Payment Billing Statement
Commercial Loan Statements
Home Equity Credit Line Statement
Commercial Loan Statement
Cash Advance Notice


Note:  eNotices do not include deposit account statements, information that we print on those statements, or materials that we enclose in mailings of those statements.  Please remember that deposit account statements are eStatements, but loan account statements are eNotices.
 

1098             Mortgage Statements for select mortgage loans. (For example, tax documents for home loans that are viewable in your Digital Banking profile, such as Home Equity Credit Lines)**   

1099-A         Acquisition or Abandonment of Secured Property   

1099-C         Cancellation of Debt   

1099-DIV     Dividends and Distributions   

1099-INT     Interest Income   

1099-MISC  Miscellaneous Income   

1099-Q        Payment from Qualified Education Programs   

1099-R         Distributions from Pensions, Annuities, Retirement Plans, IRAs, or Insurance Contracts   

5498-IRA     Contribution   

5498-ESA    Education Savings Account Contributions

*This list of IRS forms currently eligible for the eTax Documents service is subject to change without prior notice. Any type of IRS form that we do not currently offer through the eTax Document service will be sent to you in paper form. If we add a type of IRS form to our eTax Documents service, we will send you an email communication when it posts to your account.

**If we have contracted with another company to help service your mortgage loan, you will continue to be mailed paper 1098 Mortgage Statements. If that account later becomes eligible for eDocuments, you will receive notification when it posts to your account. 

eTax Documents will be made available on or before the IRS required deadline. We will notify you by email when an eTax Document is available for viewing. Please see IRS.gov for applicable tax form deadlines.

eTax Documents are available for at least the previous three tax years.

The Internal Revenue Service requires the bank to provide tax documents to account holders who meet the reporting thresholds as dictated by the IRS. For example, clients with interest bearing checking accounts with an aggregate interest total lower than $10.00 do not receive a tax statement.

Note: Tax documents for a joint account are issued and reported to the IRS only under the Tax Identification Number of that account’s primary owner (as reflected in our records).  For security reasons, eTax Documents may be viewed only under that primary owner’s Digital Banking profile.

Business Account Customers:

eTax Documents can be seen only by those users who hold full entitlement to both view and transact in all accounts in the business’s Digital Banking profile. Users with limited entitlements cannot view eTax Documents. Contact your CSA (Customer System Administrator) to update your entitlements.

If another customer’s accounts are linked to appear in a primary customer’s Digital Banking profile, those linked accounts (a) will not be opted out of paper when the primary customer enrolls in eTax Documents, and (b) will not display eTax Documents in the primary customer’s Digital Banking account. To opt out of paper tax documents, that linked customer must separately enroll in the eTax Documents service, and must view eTax Documents by logging in under its own Digital Banking profile.

Once you have enrolled in eTax Documents, all available tax documents will be provided electronically only. Some tax documents aren’t available digitally and you will receive paper tax documents for those forms.

To resume paper delivery, please call our customer service or send a secure message within Online Banking or mail us at: 1875 South Redwood Rd, Salt Lake City, UT 84104.  You may also request a paper copy of any particular eTax Document by contacting customer service. Obtaining a paper copy will not cancel your enrollment to opt out of regular paper delivery.

To view and retain your eDocuments, you will need a current version of Adobe Reader^® or other PDF reader and the ability to download (to your hard drive, mobile phone or other storage device) or print Adobe Reader files. If you do not have Adobe Reader, you can download it at www.adobe.com. You may keep copies of your eDocuments for future reference by saving them in the PDF format, by clicking on” File” and then “Save As” in your browser, Adobe Reader window or phone. For technical issues, please call Online Banking Support.

Enrollment for eTax Documents only applies to the Tax ID or SSN associated to the Digital Banking profile. To access eTax documents for the Tax ID of “linked” business or personal accounts, you must log in under those other customer profiles.

For example, if “Company A” has a Business Digital Banking profile, and you have linked your personal accounts to Company A’s Business Digital Banking profile, you will only be able to access the tax documents for “Company A” and not any personal tax documents. Personal tax documents will continue to be sent via paper unless you enroll in eTax Documents through your personal Digital Banking profile. Even after personal enrollment, personal eTax Documents will only be displayed in your personal Digital Banking account and not in Company A’s Business Digital Banking account.

Only IRS forms are covered under the eTax Document service. Any state tax forms the Bank is required to furnish you are not available for electronic delivery. Paper versions of these forms will continue to be mailed to you through U.S. mail.

Tax forms for which Internal Revenue Service reporting thresholds are not met will not be created, and will not be available through Digital Banking. For example, checking account customers with aggregated interest amounts lower than $10.00 will not receive a tax statement. Please see IRS.gov for the various form reporting thresholds.

Not all account types are eligible for eTax Documents, and not all IRS forms are supported by the eTax Documents service. Eligible account types and supported forms may change without prior notice. However, for any account or form that is not supported or no longer supported by the eTax Documents service, you will be mailed a paper tax document. And, for any account or form that becomes supported, you will receive an email notifying you when your tax document is available to be accessed in Digital Banking.

A list of the currently available federal eTax Documents is provided in a separate FAQ above.

No, there is not a fee to receive eTax documents. Nor is there a fee to cancel your eTax Documents service or to request a paper copy of any particular tax document.

Yes, eTax documents are the official documents that can be printed and submitted to the IRS for processing.

Tax documents for a joint account are issued and reported to the IRS only under the Tax Identification Number of that account’s primary owner (as reflected in our records). For security reasons, eTax Documents may be viewed only under that primary owner’s Digital Banking profile. 

In Business Digital Banking, only those users who have full entitlement to both view and transact in all accounts will be able to view eTax Documents in the business’s Digital Banking profile. Users with limited entitlements cannot view eTax Documents. Contact your Company System Administrator (CSA) to make user entitlement updates.