Frequently Asked Questions
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- Who can be paid using the online bill pay system?
We can make a payment to just about anyone, but due to legal requirements, we do limit your ability to make certain types of payments. Payments to payees outside of the United States are prohibited and may not be issued under any circumstances. In addition, the following payments are discouraged, but may be scheduled at your own risk: Tax payments to the Internal Revenue Service or any state or other government agency; court-ordered payments, such as alimony or child support; and payments to insurance companies. We will not notify you if you attempt to make any of these payments and we will not be liable if you schedule a prohibited or discouraged payment.
- Can I obtain ATM locations by phone?
Yes, by calling 800-342-3086. Use your Ascend debit or ATM card for surcharge-free transactions at select Walgreens, Kroger, Costco, and CVS stores in the MoneyTower network throughout Middle Tennessee or at more than 50,000 ATMs worldwide in the Allpoint network. For a complete list of ATM locations, you can also visit our Branch/ATMs page.
- Can I request check copies?
You may obtain check copies by visiting your nearest Ascend branch or by calling us at 800-342-3086 to place an order. You also have the option to view check images through online banking and our mobile app.
- When I tap Deposit, my app closes or displays a black screen. What should I do?
First, power the device off and back on. If the problem persists, you may need to uninstall and reinstall the app. If you are an iPhone or iPad user running iOS 8, you need to make sure the camera is enabled within the app.
- Why was my endorsement “improper”?
You need to verify you have signed the check as it is written and included the words ‘for mobile deposit’. If your name on the check differs from the way your name appears on your account, you will need to endorse the check both ways: as it appears on the check and as it appears on the account. If the check is payable to more than one person and the names are joined by ‘and,’ both parties must endorse the check.
- When I use mobile deposit, are funds applied to my account immediately?
It may take up to 24 hours for funds to appear in your account. Deposits made after-hours, on a weekend or holiday will not be processed until the next business day.
- How do I register for mobile deposit?
To register for mobile deposit, simply login through our app, select the Deposit tab and read and accept the terms and conditions. You should receive an email notification detailing whether your request was approved or denied.
- Why do I not have the deposit tab on my mobile app?
You need to verify you are logging in using a supported device (iPhone, iPad or Android Phone) and you are running the most current version of our app. If you still do not have the Deposit tab, you may need to uninstall and re-install the app through the Play Store or App Store. Note: Mobile deposit is not currently available on the Android Tablet App.