Archives: FAQ

This table lists errors you may encounter. The table lists the condition (what), the error you will receive and the option in the App to resolve the error.

Error Message Text
Cannot read check. Please retake the photo. Hold the camera steady and ensure all four corners are visible.

Could not find endorsement on back of check. Make sure check is endorsed and retake the photo.

This check has already been submitted. We cannot accept it again.

Poor lighting or contrast detected. Please retake the photo with good lighting.

Cannot read account data on bottom of check. Please retake the photo. Ensure the camera is in focus and all four corners are visible.

Significant rotation or angle detected. Please retake the photo. Hold phone flat above check and keep all four corners visible.

It appears you submitted 2 images of front of check. Please retake both front and rear photos.

The amount you entered did not match the amount detected. Please re-enter amount and retake photo.

The following exception messages provide certain conditions that may result in an error message and how to resolve the exception.

Condition

• The user selects Continue when an amount has not been entered
• The user selects Continue when an invalid amount has been entered
• The deposit amount exceeds the user‘s daily threshold amount for deposits
• The deposit amount exceeds the user’s threshold amount for a single item
• The image upload for either the front or back image fails

Error Message

Please enter the check amount.
Enter only numbers (dollars and cents) for the deposit amount.
You have exceeded the maximum cumulative deposit amount allowed in a day. Please contact the bank at 888-297-2100.

You have exceeded the maximum amount allowed for a single deposit. Please contact the bank at 888-297-2100.

Your image upload has failed. Please retake the photo or try again later.

Support Solution

User
User
User/Bank
User/Bank
User

• Checks payable to any person other than you
• Checks payable to any person other than the person that owns the account that the check is being deposited into
• Checks drawn on a financial institution located outside the United States
• Checks not payable in United States currency
• Some check formats will not take. An example of this may be personal checks with busy backgrounds
• An image replacement document
• Remotely created checks (whether in paper form or electronically created)
• Checks drawn against a line of credit
• Checks that the image quality does not pass validation
• Duplicate Detection if the check has already been submitted for deposit
• Savings bonds
• Traveler’s checks
• Insurance drafts
• Sight drafts
• Cash
• Checks or items containing alteration to any of the fields on the front of the check or item (including the MICR line), or which you know or suspect, or should know or suspect, are fraudulent or otherwise not authorized by the owner of the account on which the check or item is drawn
• Checks that the courtesy amount is not legible
• Checks dated more than six (6) months prior to the date of deposit

• When prompted for the amount, carefully enter the check amount to ensure it matches the amount written on your check.
• Flatten folded or crumpled checks before taking your photos.
• Keep the check within the view finder on the camera screen when capturing your photos.
• Try not to get too much of the areas surrounding the check.
• Take the photos of your check in a well-lit area.
• Take the photo against a background that gives a strong contrast. Place the check on solid dark background before taking the photo of it. A light colored check against a light colored background may not work.
• Keep your phone flat and steady above the check when taking your photos.
• Hold the camera as square to the check as possible to reduce corner to corner skew.
• Make sure that the entire check image is visible and in focus before submitting your deposit.
  • No shadows across the check
  • All four corners are visible
  • Check is not blurry
  • The MICR line (numbers on the bottom of your check) is readable

If you have questions about Mobile Deposit, please call 888-297-2100 or email customerservice@cornerstone.bank

There are a few reasons that checks may not be able to be deposited:

• Folded or torn corners
• Front image is not legible
• Amount entered does not match the amount read by the scanning software
• Courtesy amount is not legible
• Routing and account numbers are unclear
• No camera on the device
• Image is too dark or too light
• Check is not drawn on a U. S. financial institution
• Check already deposited
• Missing endorsement