Bank of America How-to Guide for Digital Banking

Page 1

Bank of America How-to Guide for Digital

Banking

A practical guide to enrolling, managing accounts, moving money, using cards and digital wallets,

and getting help with Erica®.

GUIDE SCOPE

PRIMARY USERS

CORE CHANNELS

Mobile and Online Banking

Everyday banking customers and

support teams

Mobile app, Online Banking, digital wallets

Using this guide

This manual is organized around common digital-banking tasks. Use the task tables and step-by-step procedures to move

from setup to everyday account management, payments, deposits, card controls, digital wallets, and assistance from

Erica. Menu names and screens can change as Bank of America updates its digital services, so use the current in-app or

Online Banking labels when they differ from a printed example.

Digital Banking at a Glance

Task area

What you can do

Where to start

Account access

Enroll, sign in, review balances and activity, manage alerts and contact

information.

Mobile Banking or Online

Banking

Cards & wallets

Manage cards, temporarily lock eligible cards, add eligible cards to

digital wallets.

Manage Debit/Credit Card

Deposit money

Use Mobile Check Deposit and other available deposit methods.

Mobile Banking

Pay & transfer

Pay bills, transfer funds, use Zelle®, and access eligible wire features.

Pay & Transfer

Get help

Search transactions, manage cards, get account information, and

explore financial guidance.

Erica® in the Mobile app

Core operating principle

Complete sensitive banking tasks only inside the official Bank of America app or Online Banking after signing in.

Review the recipient, amount, funding account and confirmation details before submitting a payment or transfer.

Guide map

Get started •

Accounts and alerts •

Cards •

Digital wallets •

Mobile Check Deposit •

Bill Pay •

Zelle® •

Erica® •

Security and troubleshooting

Bank of America How-to Guide for Digital Banking

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1. Getting Started with Digital Banking

Bank of America’s Mobile Banking app and Online Banking provide access to account information and everyday banking

tools. The mobile experience brings together account monitoring, money movement, Mobile Check Deposit, alerts, digital

wallets and Erica.

Enrollment and sign-in

1. Open the official channel.

Use the Bank of America Mobile Banking app or Online Banking.

2. Select enrollment.

Follow the enrollment prompts and provide requested identifying information.

3. Complete verification.

Use the verification method presented and create the required sign-in credentials.

4. Review your accounts.

Confirm that expected accounts and balances are displayed.

5. Set up controls.

Review alerts, contact information and available security settings.

Navigation at a glance

Area

Typical purpose

Accounts

Review balances, transactions and account details.

Pay & Transfer

Pay bills, transfer funds, use Zelle® and access eligible wire features.

Manage Debit/Credit Card

Review card controls and digital-wallet management.

Alerts

Receive account and transaction notifications based on available settings.

Erica®

Ask questions, search transactions and complete supported tasks.

Screen layouts can vary by device, account type and service availability. Treat the current signed-in screen as the

controlling interface.

Bank of America How-to Guide for Digital Banking

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2. Account Management and Alerts

Account management begins with knowing where to review balances, transactions, account details and security-related

notifications. Digital services help customers monitor accounts on their own schedule.

Review an account

1. Sign in.

Open Mobile Banking or Online Banking and authenticate.

2. Choose the account.

Select the deposit or other eligible account.

3. Review activity.

Check recent transactions, available balance and displayed details.

4. Open transaction details.

Use the transaction information available to investigate a payment or deposit.

Alerts and notifications

Alerts can help keep you connected to account activity. Available alert types and delivery methods depend on the account

and current settings.

Before enabling an alert

Check

Account coverage

Confirm which account or card the alert applies to.

Trigger

Review the condition that generates the alert.

Delivery

Confirm the available notification channel and current contact information.

Review

Use alerts as a monitoring aid and investigate unfamiliar activity promptly.

Never share a one-time verification code, password or other authentication information with someone who asks for it

unexpectedly.

Bank of America How-to Guide for Digital Banking

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3. Card Management

Digital banking provides tools for managing eligible debit and credit cards. Card controls can be useful when a card is

misplaced or when you need to review card activity.

Temporarily lock or unlock an eligible debit card

1. Sign in.

Open Mobile Banking and select the card.

2. Open card management.

Use the card-management controls shown for the selected card.

3. Choose lock or unlock.

Review the status and follow the confirmation prompts.

4. Confirm.

Verify that the displayed status matches your intended setting.

Lost, stolen or unfamiliar activity

A temporary lock is not a substitute for reporting a card that is lost or stolen. If replacement or investigation is needed, use

the applicable Bank of America workflow.

Card-management checklist

Action

Before you finish

Lock / unlock

Verify the card status shown in the app.

Replacement

Use the replacement process when the card is lost or stolen.

Transactions

Review unfamiliar activity and use the appropriate security process.

Bank of America How-to Guide for Digital Banking

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4. Digital Wallets and Contactless Payments

Eligible Bank of America cards can be used with supported digital wallets. Digital wallets provide digital versions of cards

for eligible in-store, online and in-app purchases. Availability depends on the card, device and wallet.

Add an eligible card to Apple Pay®

1. Sign in.

Open the Mobile Banking app.

2. Open Menu.

Use the navigation bar.

3. Select Manage Debit/Credit Card.

Choose the desired eligible card.

4. Select Digital Wallets.

Open the wallet-management area.

5. Choose Add to Apple Pay.

Follow the device and authentication prompts.

Using a digital wallet in a store

1. Look for the contactless symbol.

It identifies a compatible terminal.

2. Select your wallet card.

Choose the card you want to use.

3. Authenticate.

Use the method required by your device.

4. Hold the device near the terminal.

Complete the transaction after acceptance.

Online and in-app checkout

At participating merchants, look for the relevant digital-wallet option at checkout. Select the wallet, authenticate as

required and confirm purchase details before submitting.

Digital-wallet card numbers can differ from the physical card number. If a device or wallet is lost, stolen or no longer

in use, review wallet and card-management controls.

Bank of America How-to Guide for Digital Banking

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5. Mobile Check Deposit

Mobile Check Deposit allows eligible customers to deposit checks using the Bank of America Mobile Banking app.

Availability, limits, holds and eligibility can vary by account and check.

Standard deposit workflow

1. Sign in.

Open Mobile Banking and authenticate.

2. Select Deposit Checks.

Choose the mobile-deposit function.

3. Choose the deposit account.

Select the eligible account.

4. Enter the check amount.

Compare the entry with the check.

5. Capture the check images.

Follow the app’s instructions for the front and back.

6. Review and submit.

Confirm account, amount and images.

7. Retain the check appropriately.

Follow current Bank of America instructions for the original check.

Image-quality checklist

Check

Good practice

Lighting

Use even lighting and avoid glare or heavy shadows.

Framing

Keep the complete check visible and readable.

Surface

Use a stable, uncluttered surface.

Amount

Compare the entered amount with the check before submitting.

If the app rejects an image or deposit, follow the current in-app instructions rather than repeatedly submitting an

unreadable image.

Bank of America How-to Guide for Digital Banking

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6. Bill Pay

Bill Pay lets eligible customers schedule payments from supported Bank of America deposit accounts. Payments can be

one-time or recurring when the available options support them.

Pay a bill in Mobile Banking

1. Log in.

Open the Mobile Banking app.

2. Select Pay & Transfer.

Open the payment menu.

3. Select Pay Bills.

Enter the Bill Pay area.

4. Choose a payee.

Select an existing payee or add a new one.

5. Select Pay.

Choose the payee and continue.

6. Set payment details.

Choose Pay From, amount, frequency and Deliver By date.

7. Review and submit.

Check payee, amount, account and date.

8. Save confirmation.

Use available confirmation options and review Activity.

Recurring payment considerations

For bills that support recurring payments, review the frequency and amount before saving. Keep sufficient funds available

and monitor payment activity.

Payment review checklist

Field

Verify

Payee

Correct company or recipient.

Pay From

Correct funding account.

Amount

Correct payment amount.

Frequency / date

One-time or recurring schedule and Deliver By date.

Confirmation

Payment status and reference details.

Bank of America How-to Guide for Digital Banking

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7. Zelle® and Money Movement

Bank of America provides Zelle® in the Mobile Banking app and Online Banking for eligible customers. Zelle is designed

for sending and receiving money between eligible accounts; availability and limits depend on account and service rules.

Send money with Zelle®

1. Open Zelle®.

Navigate to the Zelle® feature within payment tools.

2. Choose a recipient.

Select an existing recipient or add one.

3. Enter the amount.

Enter the intended amount.

4. Review the recipient.

Confirm recipient information.

5. Submit the payment.

Follow confirmation steps and retain activity information.

Request or split money

In the Mobile Banking app, eligible Zelle users can use Request to ask for money. A request can include multiple

recipients when supported, and requests can be reviewed through Payment Activity.

Transfers and wires

The Pay & Transfer area can provide access to transfers between accounts and eligible domestic or international wire

services. Follow the current screen flow because recipient, verification and timing requirements can differ.

Before sending money, independently verify the recipient and amount. A familiar name or phone number does not by

itself prove that a payment request is legitimate.

Bank of America How-to Guide for Digital Banking

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8. Erica®: Digital Financial Assistant

Erica® is Bank of America’s virtual financial assistant in the Mobile Banking app. It can provide account information,

search transactions, help with supported card-management tasks, surface financial insights and connect customers with

specialists.

Ways to use Erica

Need

Example request

Result to verify

Transaction search

Find a recent or historical transaction.

Account, date, merchant and amount.

Account information

Ask for supported account or routing information.

Confirm displayed information.

Card management

Ask about supported card controls.

Verify the card and status.

Zelle® activity

Show Zelle® activity.

Review pending and completed activity.

Support

Ask for help or connection to a specialist.

Follow the displayed support path.

Example navigation

Mobile Banking

→

Erica icon

→

tap, talk or type

→

review the response

→

confirm the account or transaction details

before taking action.

Erica is a navigation and financial-assistance tool. When a response leads to a financial action, verify the underlying

details in the banking interface.

Bank of America How-to Guide for Digital Banking

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9. Security, Privacy and Troubleshooting

Digital banking works best when access, contact information and transaction activity are monitored consistently. Use Bank

of America’s current Security Center and support flows when a problem cannot be resolved through the normal interface.

If you suspect unauthorized activity

1. Stop and review.

Do not continue an unfamiliar payment or transfer.

2. Check the transaction.

Open account or card activity.

3. Use the appropriate security or dispute workflow.

Follow the current Bank of America process.

4. Secure access.

If credentials may be compromised, use current password and security procedures.

5. Monitor afterward.

Review subsequent activity for additional unfamiliar transactions.

Common troubleshooting paths

Problem

First action

If unresolved

Cannot sign in

Use current sign-in troubleshooting options.

Use official Bank of America support.

Card misplaced

Review card controls and lock options.

Use the lost/stolen card process if needed.

Unknown charge

Review transaction details.

Use the dispute/security process.

Mobile deposit issue

Check image quality and app instructions.

Use current deposit support options.

Payment question

Review Activity and confirmation.

Use relevant official support.

Do not rely on unsolicited messages or calls for banking instructions. Navigate to the official Bank of America app or

website yourself and verify the task there.

Bank of America How-to Guide for Digital Banking

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10. Quick Reference Checklists

New digital-banking setup

• Enroll in Mobile and/or Online Banking.

• Confirm expected accounts are visible.

• Review contact information and alerts.

• Review card-management options.

• Set up eligible digital wallets if desired.

• Explore Erica® and the Resource Center.

Before sending money

• Confirm the recipient.

• Confirm the amount.

• Confirm the funding account.

• Check the payment or transfer date.

• Review final confirmation before leaving the screen.

Before using Mobile Check Deposit

• Confirm the check is eligible.

• Use clear, readable images.

• Enter the amount accurately.

• Select the correct deposit account.

• Review the submission.

• Follow current instructions for retaining the original check.

Monthly digital-banking review

Review

Questions to ask

Accounts

Do balances and transactions look familiar?

Alerts

Are important notifications enabled and current?

Cards

Are all active cards and wallet connections recognized?

Payments

Are scheduled and recurring payments still correct?

Security

Is contact and access information current?

Final field reminder

Digital banking is a set of tools, not a single workflow. Start with the task you need, verify the account and

transaction details presented by the current Bank of America interface, and retain confirmation information for

important payments and deposits.

Bank of America How-to Guide for Digital Banking

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Appendix: Digital Banking Task Map

Use this page as a compact reference when helping a customer or returning to a task after setup.

I need to…

Start here

Key check

Enroll in digital banking

Mobile Banking / Online Banking enrollment

Complete identity and sign-in setup.

Review an account

Accounts

Check balance and transaction details.

Manage a card

Manage Debit/Credit Card

Confirm card status and controls.

Use a digital wallet

Digital Wallets

Confirm eligible card and device.

Deposit a check

Deposit Checks

Verify account, amount and image

quality.

Pay a bill

Pay & Transfer

→

Pay Bills

Verify payee, amount and date.

Send money with Zelle®

Zelle®

Verify recipient and amount.

Search a transaction

Erica® or account activity

Verify merchant, date, amount and

account.

Get additional help

Erica®, Security Center or official support

Use the current official support path.

Document conventions

This guide uses concise procedures, verification checkpoints and task tables so that a customer or support representative

can move through common digital-banking workflows without relying on a marketing-style overview.

Bank of America digital services, eligibility rules, screen labels and feature availability may change. When a current in-app or Online Banking

instruction differs from a printed example, follow the current authenticated interface and applicable Bank of America instructions.

Bank of America How to Guide for Digital Banking

Prompt to Clone This Bank of America How to Guide for Digital Banking

Apply this example's core structure, strategic pacing, and structural hierarchy directly to your own topic.

What are you generating today?

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