General

Can I add other financial institutions' debit or credit cards to the Mobile App?

No, only debit cards from AppleTree Credit Union are supported.

Can multiple cards be linked to one mobile banking account?

Yes, multiple debit cards from AppleTree Credit Union can be accessed via one Mobile Banking account.

When I receive a reissued or replacement card, will I have to update the cards within the application?

No, the card will be automatically updated within The AppleTree Credit Union Mobile Banking app.

What if I don't see "My cards" in the Mobile App?

Verify in your App Store that you have installed the most current version of the AppleTree Credit Union Mobile App.

Transactions

What type of transactions are displayed/enriched?

Transactions made with your cards are enriched and displayed. Teller transactions, wire transfers, and payments made via Bill Pay and ACH are not included. Enriched data consists of the merchant's name, logo, address, and more.

 Does My Cards show recent transaction history?

Yes, My Cards shows the last 50 card-based transactions posted within the previous 30 days.

A spend limit of $50 has been set, but my card gets denied at some gas stations. Why?

Sometimes a merchant will pre-authorize the card for an amount that may be more than the spend limit you allow on the card. In this case, your card will be denied.

 What's the difference between "Card on File" and "Recurring Payments"?

"Recurring Payments" are those payments that repeatedly happen on a schedule, for example, streaming subscriptions, cellular bills, or other monthly bills you pay with your card.

"Card on File" is a list of merchants who store your card information for future purchases, like online retailers or delivery apps.

 I see a transaction I don't recognize. What should I do?

Select the transaction to view its details. If it was an in-person transaction, you should see a Google Map of the actual location the transaction took place. If you still don't recognize the purchase, please reach out to the merchant from the phone number listed on this screen. 

Controls and Alerts

What card controls are available?

Via the AppleTree Credit Union Mobile App, you can turn your card on or off if you suspect fraud or misplace your card. You can report lost or stolen cards by calling AppleTree from within the app. Also, you may limit transactions by location, merchant, and transaction type to control how your card is used and set up alerts to stay informed.

Will changing location controls, merchant controls, and spend controls impact previously authorized recurring transactions?

Previously authorized recurring payments will not be affected by the card controls.

How long does it take for a control or alert setting to take effect?

Control settings take effect immediately.

How are alerts delivered?

Alerts are sent as push notifications on your device. The alerts will also appear under "Messages" in the AppleTree Credit Union Mobile App.

If I have set an alert for international transactions, but no controls are set, will I receive alerts for all international transactions?

Yes, an alert will be sent for all international transactions, whether they are allowed or denied.

If I set multiple alerts and a transaction triggers more than one, will I receive a separate message for each alert?

No, alerts will all be included in one message.

Can I turn the low balance alert off?

Yes, the low balance alert is controlled on a cardholder level.

Additional Features

My card was damaged/lost/stolen. What should I do?

To report a lost or stolen card, follow the instructions under "Report Lost or Stolen". You will be connected to an AppleTree Credit Union employee to get your new card ordered. Your new card will be sent to the address we have on file for you.

I will be traveling several times in the next year. Can I enter all of my travel plans at once?

The app allows you to set two travel plans at a time with a maximum duration of 10 days. If your trip exceeds this or you are traveling more than two times, you will need to update the app after each trip or after 10 days.