EQ's mobile cheque deposit woes | EQ Bank | Discussion forum

Please consider registering
guest

sp_LogInOut Log In sp_Registration Register

Register | Lost password?
Advanced Search

— Forum Scope —




— Match —





— Forum Options —





Minimum search word length is 3 characters - maximum search word length is 84 characters

No permission to create posts
sp_Feed Topic RSS sp_TopicIcon
EQ's mobile cheque deposit woes
February 23, 2016
6:56 am
Barb.
Member
Members
Forum Posts: 16
Member Since:
February 23, 2016
sp_UserOfflineSmall Offline

Is anyone else having problems depositing a cheque using either their phone or tablet? On the Google Play Store site, it's non-stop complaints about their app. I had no problem with my initial account-opening deposit, since then, no luck. I finally gave up, deposited my cheque digitally to my TD account (no problem), then shifted the $$ to EQ via EFT. It shouldn't be so complicated!

February 23, 2016
7:55 am
NorthernRaven
Moderator
Moderators
Forum Posts: 457
Member Since:
August 4, 2010
sp_UserOfflineSmall Offline

I found for my starter cheque that a white background (stovetop) didn't work well, but a black background (black cloth) helped, probably contrast. But there may be other issues in whatever phone-side validation they are doing.

February 23, 2016
9:00 am
Barb.
Member
Members
Forum Posts: 16
Member Since:
February 23, 2016
sp_UserOfflineSmall Offline

Northern Raven: Did the black cloth background thing as well, no problem with my other bank-by-mobile sites, just EQ. Photos "take" OK, but when one presses "continue", there's a message that there's a problem and to contact EQ.

February 23, 2016
9:03 am
NorthernRaven
Moderator
Moderators
Forum Posts: 457
Member Since:
August 4, 2010
sp_UserOfflineSmall Offline

Given the other issues they are having, it could be a code glitch, or something else. Contacting EQ apparently takes forever right now, so you might want to consider mailing it. Also, there's an "update" function in the phone app, I think - make sure you've got the latest version.

February 24, 2016
9:06 am
jgclghrn
Member
Members
Forum Posts: 127
Member Since:
February 20, 2013
sp_UserOfflineSmall Offline

My first cheque deposit went fairly well. I didn't need to take it on a black background. However after it was updated the application would no longer work on the same lighter background. On my next two cheques I had to place the cheques on a flat black background with low level ambient lighting from a window making sure there were no shadows cast on any part of the cheques. Even then it took a number of attempts to successfully send the cheques. It does seem that the application tries to read the cheque. It presents you with what it thinks the amount of the cheque is. Unfortunately it hasn't got it right yet.

I've never tried to deposit a cheque in this fashion before but surely it should work better than it does?

February 24, 2016
11:04 am
Barb.
Member
Members
Forum Posts: 16
Member Since:
February 23, 2016
sp_UserOfflineSmall Offline

"It does seem that the application tries to read the cheque. It presents you with what it thinks the amount of the cheque is. Unfortunately it hasn't got it right yet.
I've never tried to deposit a cheque in this fashion before but surely it should work better than it does?"

Same as my experience. Initial deposit went through OK but nothing since. Every time I sign into my EQ app, it tells me there's an update available and supposedly downloads (& installs) it. Even after rebooting my phone, I still get the update message! I've cleared the cache, deleted & reinstalled the app and still no joy. Check Google Play Store for the comments - lots of annoyed people. I'm using Android (phone & tablet) and no issues with TD or Achieva digital deposits. Yes, I can mail my cheque, but that's $1 for postage plus the 5 day delivery time.

February 24, 2016
7:42 pm
Loonie
Member
Members
Forum Posts: 6270
Member Since:
October 21, 2013
sp_UserOfflineSmall Offline

From what I understand from my spouse, who uses it, the Tangerine cheque deposit app works fine, so the problem might be with Eq.

February 26, 2016
4:54 am
SolaDude
Member
Members
Forum Posts: 3
Member Since:
February 26, 2016
sp_UserOfflineSmall Offline

I have a Samsung Galaxy Tab A and I don't even see the ability to do a photo deposit in the app. I have been told by EQ that Deposit only works on phones not tablets. Strange that the initial account setup let me do a Photo Deposit from my tablet.

February 26, 2016
7:29 am
ertyu
Member
Members
Forum Posts: 102
Member Since:
January 4, 2015
sp_UserOfflineSmall Offline

I've run into several issues already.

There seems to be a timeout issue where the deposit is failing to go through, I'm guessing it's contacting an internet server/service. This is after the pictures have been taken and you try to proceed to the next step. Retry a few times and give up. The first time I gave up entirely and deposited it into another bank. This morning it happened again trying to get a cheque in for account linking. (also a messy process)

The app also rejected my pictures once. I always take pictures on my dining room table which is a brown colour, all other banks accept them, EQ has accepted those pictures as well. But one time the app rejected them, retook on black background, seemed ok.

Finally, it tries to guess at the deposit amount. It's never got it correct yet. One time it obviously OCR'd the date instead of the amount field and incorrectly at that, it was attempting to deposit something in the millions.

February 26, 2016
8:29 am
joejoe1234
Newbie
Members
Forum Posts: 1
Member Since:
February 26, 2016
sp_UserOfflineSmall Offline

Hey,

After struggling with the mobile deposit myself, I want to add my 2 cents so it may help others. I also went to a black background and my check was still rejected. The next thing I tried was zooming out on the check so it wasn't very close to the red borders. For whatever reason, the check went through then. So dark background and away from red borders worked for me.

Hope this helps!

February 26, 2016
4:30 pm
ertyu
Member
Members
Forum Posts: 102
Member Since:
January 4, 2015
sp_UserOfflineSmall Offline

Add another new one "this cheque has already been processed" but it doesn't appear in my account.

February 26, 2016
9:05 pm
mubulon3
Member
Members
Forum Posts: 10
Member Since:
December 29, 2015
sp_UserOfflineSmall Offline

ertyu said

Add another new one "this cheque has already been processed" but it doesn't appear in my account.

Got this too on a couple cheques. 11 days after sending them a message about the first issue via the website, I got a response to just mail them in. I did, and we'll see how long this takes.

February 28, 2016
1:32 pm
toto
Member
Members
Forum Posts: 250
Member Since:
August 17, 2010
sp_UserOfflineSmall Offline

They got my photo deposit wrong by 20 cents, so I just accepted it and eq corrected it when they cleared the cheque. My electronic transfers are working well though.

March 5, 2016
7:19 am
Barb.
Member
Members
Forum Posts: 16
Member Since:
February 23, 2016
sp_UserOfflineSmall Offline

They got my photo deposit wrong by $8000+!! When I tried to re-deposit, I got the notification that my cheque had already been processed although I hadn't pressed "continue", but it's not reflected in my balance. Seeing as how it was deposited Friday night, I expect I'll have to wait until at least Monday to talk to anyone who can help.

EQ had better fix their app PDQ as this has passed minor annoyance to major aggravation. Why have an app if you expect everyone to mail their deposits? Or work around by depositing to a traditional bank then ETF to EQ. I've done all the right things: black cloth background, lighting, well within the red lines. My cheque is photographed but something always goes wrong between me and their server. This is becoming a major fail on their part.

March 5, 2016
7:45 am
lawrence
Member
Members
Forum Posts: 4
Member Since:
March 3, 2016
sp_UserOfflineSmall Offline

Sort of happy to hear I'm not the only one having this problem. I'm going to stick to EFT and forget trying to use the photo.
I tried the photo app and it misread the amount by over 9000 under what it was for. I tried phoning but gave up waiting. I've sent them both a message and email but haven't heard back anything yet. This was two days ago. I'm wondering about the cheque status as I didn't press continue or accept but when I retried with the same cheque it said something about it having been already processed. I guess I'll have to wait to see what happens. Very frustrating!

March 5, 2016
8:50 am
Barb.
Member
Members
Forum Posts: 16
Member Since:
February 23, 2016
sp_UserOfflineSmall Offline

Their Chat Line is up & running so that's an improvement. I just found out that the App is designed for Android Marshmallow (5.1) so if you're running Lollipop or KitKat, you're out of luck. Nowhere on Google Play does it state that fact. I'm using 4.4.4, so that may be what's causing me so much trouble. Their app's not compatible with tablets although I can check my balance on my Samsung. My phone's an entry level, not upgradeable to Marshmallow unless I flash it. On the iPhone app store, there are some PO'd would-be users as well.

CSR said she'd leave a note for "back office" to follow up on my deposit and that I should check my balance for update. If nothing shows up next week, call back. Or mail the cheque. Jeez!!

March 5, 2016
9:38 am
ertyu
Member
Members
Forum Posts: 102
Member Since:
January 4, 2015
sp_UserOfflineSmall Offline

The chat is useless, they won't do anything account specific. So it's down to waiting forever on hold on the phone or sending an online message that is probably never going to be answered.

March 5, 2016
2:27 pm
Norman1
Member
Members
Forum Posts: 3275
Member Since:
April 6, 2013
sp_UserOfflineSmall Offline

Barb. said
...
EQ had better fix their app PDQ as this has passed minor annoyance to major aggravation. Why have an app if you expect everyone to mail their deposits? Or work around by depositing to a traditional bank then ETF to EQ. I've done all the right things: black cloth background, lighting, well within the red lines. My cheque is photographed but something always goes wrong between me and their server. This is becoming a major fail on their part.

In the Q4 2015 Equitable Group earnings conference call, the CEO mentioned that they were having problems with the EQ Bank photo cheque deposit app because of the unexpected high volume of use. EQ Bank was expected to welcome 10,000 customers in its first year. To their surprise, EQ Bank ended up having to onboard 15,000 new customers in its first six weeks!

I suspect their servers were overwhelmed. It may be more the number of people trying to do photo deposit at the same time as you were than the photo taking that is the issue.

March 6, 2016
8:45 am
ertyu
Member
Members
Forum Posts: 102
Member Since:
January 4, 2015
sp_UserOfflineSmall Offline

It shouldn't matter if the servers are overwhelmed, a properly designed app would fail gracefully. In the face of a problem communicating with the server, it would abort the operation and report the error to the user. What seems to be happening at least some of the time is that the operation fails to complete, but is left in a half completed state that requires manual intervention to restart, retry or continue.

April 5, 2016
5:49 am
Barb.
Member
Members
Forum Posts: 16
Member Since:
February 23, 2016
sp_UserOfflineSmall Offline

Update on EQ's mobile cheque deposit app: still not fixed! Uninstalled & re-installed, still getting "updates available - download now?" message. Cheque for $121 deposited as $1.01. I'm so POd at this, I'm going to delete EQ's app and in future, deposit to TD then via ETF to EQ. If you haven't yet, you should read the comments on Google Play - the app failure isn't doing much for EQ's image.

I'm retired and I like the convenience of mobile deposit - doesn't require a trip to the bank, don't have to pay $1 for a stamp. Achieva supplies their clients with preaddressed, stamped envelopes to facilitate deposit by mail. The only time I go to my bank now is to make a cash withdrawal.

No permission to create posts

Please write your comments in the forum.