Disbursements Client Support Bulletin - Preparing for peak season

Disbursements Team
January 12, 2026

With the 2026 refund season about to hit full swing, we know you’re working hard serving your students, and we’re here to help. We’ve created this Disbursements Client Support Bulletin with key reminders and tips to help guide you through a successful refund season.

 

Contact - Disbursements Client Support

The Client Support line provides exclusive one-on-one service to our administrators throughout the peak season. We would like to remind you that our contact number and email are not to be provided to students to contact us directly.

Students that call the Client Support line will be transferred to Customer Care.

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Client support contact information

We look forward to helping you with all of your needs. Here’s how to get in touch with us:


‍Password resets

Password resets are self-service; however, if you have trouble resetting your password, please contact your Security Officer.  If you are unable to reach them, Client Support is happy to help.

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Contact - Student assistance

Students can contact our Customer Care team by:

If a student is in your office and requires help, we ask that they contact our Customer Care team directly. An agent will be required to verify the student’s account credentials to be able to further assist them. For the privacy of their account, the account information we’re able to disclose to an administrator is limited.

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Get refund-ready with disbursements tools!

We have various tools that help ease the burden of staying up to date with any changes about our disbursements program. By utilizing the tools below, you no longer need to maintain your own materials and websites:

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‍Educational materials - expanded

A school administrator with Storefront credentials can download materials from our online storefront to help educate students about their choices and the disbursements process through emails, brochures, handouts, TV screens, and posters. Share with offices across campus such as Orientation, Student Affairs, Financial Aid, and the Bursar’s Office so they are equipped to handle student questions.

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‍Website

Simply remove all of the current information pertaining to our disbursements program from your website and link to https://www.firstcarolinabank.com/disbursements/refund-choices link we provide that includes all necessary Department of Education disclosures.

 

Answer the question..."Where is my refund?"

Here is key information about the timing of the refund process when helping to answer student’s questions pertaining to “Where’s My Refund?”:

  1. School sends the student refund information to BM Technologies, Inc.
  2. School requests the money to be sent from their bank
  3. Funds filter through the Federal Reserve Bank to be processed at BM Technologies, Inc.
  4. Once student information and money match up, the funds are processed per the student’s Refund Selection preference
  5. Student will receive an email and text message (if mobile alerts are enabled)
  6. Refund is complete!

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Streamline the file and wire process

  • Files should be imported before wires are sent
  • Wires received without a matching file will be returned if a file is not received within an hour of the wire’s arrival
  • Be sure to send the exact dollar amount (indicated in the file header) to match each refund file. We are happy to work with you on unavoidable exceptions; however, please keep these policies in mind:
    • We are not able to return overages once a file is approved with mismatched funds
    • Files and wires that match exactly will be automatically approved - to avoid errors, please be sure to review your refund file before submitting
    • Discrepancies in your clearing account will prevent files from being automatically approved until the discrepancy is resolved
    • If you have a student with a refund amount over $25,000 (for most schools), please email ClientSupport@firstcarolinabank.com prior to sending the funds to let us know the amount is valid. This will streamline the process of us approving your file.
  • Files should be transmitted from uploads.BankmobileAdminSupport.com
  • If your IP address has changed, email ClientSupport@firstcarolinabank.com to have your new IP added to our list of verified IP addresses

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Prepare to help answer student questions about what the optional BankMobile Checking Account offers, including:

  • Fee-free access to over 55,000 Allpoint® ATMs (ATM availability varies by location)
  • Built-in money management tools
  • Encourage students to compare checking account options using our www.firstcarolinabank.com/bankmobile/compare

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Upload verification documents on behalf of your student

Please do not email verification documents for your students.

‍Uploading through our FAQs link is the safest way to send sensitive documentation and ensure the security of the information being sent. In submitting documents, please review the below best practices:

  • Confirm that the documents are on the list of Accepted CIP Documents
  • Review the expiration date to make sure the document is not expired
  • Make sure that the student’s name, birth date, and Social Security number match the information they entered during account setup
  • All Social Security cards must be signed by the person whose name is on the card
  • Review the image quality to make sure the document is visible
  • For more helpful information regarding CIP, refer to our Quick Guide

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Additional important updates and reminders

Security enhancement update

Over the past few months, we have implemented several key security measures to ensure proper and safe distribution of funds for you and your students. Change is never easy - we get it - but protecting your students and their money is our top priority. We work directly with students needing assistance with completing or updating their profiles and provide detailed instructions regarding next steps, including any timeline expectations.

If you receive questions from students, please encourage them to refer to the follow-up information we have provided and fulfill any outstanding requests, as this will assist us in expediting a resolution.


Phishing awareness reminders

To caution students about the importance of staying vigilant and protecting their personal information from phishing attempts, we recommend the following information be shared with students via email or social media:

  • Examine sender’s email address - compare it to the official domain of the company it claims to be from
  • Check for subtle misspellings and extra characters – phishers often use slight misspellings and additional or unusual characters in the email domain to trick you
  • Links and attachments - Be wary of clicking on links or downloading attachments from unknown or unsolicited sources.  Remember, BankMobile would never ask for this type of information via email, text, or phone call
  • Report Suspicious Emails - If you receive an email that seems suspicious, report it to the institution immediately
  • Change information - If personal information was provided, including usernames or passwords, immediately reset your password for the impacted account

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