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Digital Banking FAQs


General Digital Banking Questions 

How do I get started with digital banking? 

Getting started with Digital Banking has never been easier. Enroll here.

How do I transfer funds? 

  1. Log into Digital Banking.
  2. In the main menu, click Funds Transfer.
  3. On the Funds Transfer page, select the accounts you want to transfer From and To.
  4. Type in the amount you wish to send and select the transfer date. Add a memo if needed.
  5. Finally, click the Transfer Funds” button.

How do I enroll in eStatements? 

  1. Log into Digital Banking.
  2. In the main menu, click eStatements and then eStatement Sign-Up.
  3. Follow the steps to enroll and accept the Terms and Conditions.
  4. For more information, see the eStatements page.

How do I find a branch or ATM 

  1. Log into Digital Banking.
  2. In the main menu, click Branches. A new page will open with the Branch Locator.
  3. You can also access the Branch Locator here.

Can I go back to the old app/online banking? 

Our old platform is phasing out as new technology will make it a poor experience and less secure for customers. We cannot revert customers to our old system.

Can I view my statements on my tablet? 

Currently, you cannot view eStatements using our Tablet app. The ideal experience for viewing and printing your statements is on a desktop or laptop computer.

What are the cut-off times for online banking transfers? 

For internal transfers (including payment to internal loans), the cut-off time is 8 PM. For external transfers, the cut-off time is 5 PM.

Are there any limits when processing external transfers? 

Yes, you may transfer up to $5,000 per transaction or $25,000 per month.

Where can I find First Bank's online and mobile banking agreement? 

You can view the online and mobile banking agreement here.

Digital Banking System Requirements

Mobile Banking Questions 

I'm enrolled in online banking. How do I get your app? 

You can find our app at LocalFirstBank.com/Mobile or LocalFirstBank.com/Tablet and download for your Apple or Android device.

I downloaded your app, but can't use it. What do I do? 

You must first be enrolled in online banking to start using mobile banking. You will receive a user ID and password through this enrollment that you will use to log in on our smartphone app as well. Enrollment is easy. Visit LocalFirstBank.com/Enroll to start the process.

Can I use Touch ID with your app? 

Yes, you may use Touch ID using our app. Get started with these helpful guides:

How does Touch ID work? 

First, enable touch authentication on your mobile device (Touch ID on Apple devices and Fingerprint Login on Android devices). Once enabled, you can set up this feature by opening our app, tapping Touch ID or Fingerprint below the Log In button, and then following the prompts.

What are the benefits of Touch ID? 

  • Enhanced Security
    • In addition to login credentials and device registration, touch authentication offers an extra layer of safekeeping using biometrics.
  • Uses a Physical Attribute
    • By requiring you to provide something unique to you (i.e., your fingerprint), you will go through all three factors of a true multi-factor authentication: knowledge, possession, and physical attribute.
  • Convenience
    • Once you have enrolled and authenticated your fingerprint, logging in is quick and easy.

Do you support Windows or Blackberry phones? 

No. We currently do not support these devices.

Mobile Check Deposit Questions 

How do I use Mobile Check Deposit? 

  1. Enroll in Digital Banking, then be sure to download the First Bank mobile app.
  2. To use Mobile Check Deposit, open the mobile app and sign in.
  3. Tap the Menu button in the upper left corner, tap Mobile Deposit, and then tap Mobile Deposit Enrollment.
  4. Accept the Terms and Conditions and restart your app.
  5. After restarting the app, tap the Deposit Check option under Mobile Deposit to start your deposit.
  6. At the next screen, select the account to which you’d like the funds deposited, enter the check number and the dollar amount. Then tap Capture Image.
  7. Once your phone’s camera is activated, you will need to take a photo of the front and back of the check. Be sure you have endorsed the check as you normally would for deposit. Your screen will show you which side to capture, and the helpful brackets provide size guidelines.
  8. After you have taken photos of the front and back of the check, you will be asked to confirm the images. If everything looks good, tap Submit Deposit to finish the transaction.
  9. For more information, visit the Mobile Check Deposit page.

Is Mobile Check Deposit secure? 

Depositing a check on your phone or tablet is just as secure as handing it to your local teller. Check images are not stored on your device and encryption masks your sensitive information. Like all approved funds deposited into your First Bank account, deposits are insured up to the applicable FDIC limit, and our security process monitors incoming checks to ensure no fraud is taking place and our customers are protected.

Is there a fee to use Mobile Check Deposit? 

  • Personal accounts: there is no charge to use mobile check deposit.
  • Business accounts: the first 5 checks deposited per statement cycle are free, then there is a $0.75 fee for each additional transaction.

Please note for all accounts: your mobile carrier’s standard data usage rates apply.

Can you deposit checks through your tablet? 

Absolutely! Just like your smartphone, we have an app for your tablet that lets you snap pictures of your checks and deposit them.

How do I know I deposited a check successfully? 

Two things will happen when you deposit a check successfully. First, you will see a screen pop up that says Deposit Successful after you submit the check in our app. Next, you will receive a confirmation email that the mobile check deposit was received.

How will I know when the deposited check has been approved? 

Like the “Deposit Successful” email confirmation, you will receive a second email confirming the check was Approved or Denied. Customers can expect this email by the end of the day of deposit (if a business day).

How many checks and how much money can I mobile deposit each day? 

Deposit as many checks as you like! There are no limits for the number of deposits you can make per day. However, you cannot exceed the per item or monthly deposit amount limits listed below.

  • Personal Account
    • Per Item Limit – $2,000
    • Monthly Limit* – $4,000
  • Business Account
    • Per Item Limit – $2,500
    • Monthly Limit* – $10,000
*Limits are per any 25 consecutive business days. These limits are for illustrative purposes only. Your actual limit may vary based on your account type, transaction history, overall banking relationship, and other factors determined by First Bank. Limits are subject to change without notice.

When will my deposits be available? 

Funds deposited using Mobile Check Deposit will generally be made available next business days after the day of deposit. However, the availability of funds deposited may be delayed for a longer period under certain circumstances. Deposits received and accepted by 6:00 p.m. ET on a business day we are open are considered to be received that day. Deposits received after 6:00 p.m. ET will be received on the next business day.

Deposits are subject to verification and will not be available for immediate withdrawal. Deposits made using Mobile Check Deposit are not subject to the funds availability requirements of Regulation CC.

What types of checks can I deposit using Mobile Check Deposit? 

The following check types can be submitted using Mobile Check Deposit:

  • Personal checks payable to you
  • Business checks payable to you
  • Checks drawn from a United States bank

The following check types should not be submitted using Mobile Check Deposit:

  • Traveler’s checks
  • Savings bonds
  • Money orders
  • Federal government checks
  • Foreign checks
  • Checks payable to any person or entity other than you

For a full list of eligible and ineligible items, please review Section 5 in our Mobile Check Deposit Terms & Conditions.

How should I endorse the check? 

The back of each check should include:

  1. The payee’s signature, and
  2. The words “For Mobile Deposit Only”
PLEASE NOTE: If the back of the check is not properly endorsed, First Bank reserves the right to reject the check for deposit.

What should I do with the check once it has been submitted for Mobile Deposit? 

Securely store the check for 30 days after transmission to us. In the event of deposit dispute, we may require presentation of the original check(s) within 2 business days. After 30 days, please mark the check as “VOID” and shred the check and dispose of the check accordingly.

Bill Pay Questions 

Bill Pay Basics

What is bill pay? 

First Bank’s bill pay service allows you to pay virtually anyone or any company through your online banking account. You determine who you want to pay, when you want to make the payment, and from which account you want the payment to come. It’s safe, secure and easy to use.

Who can I pay with bill pay? 

You can pay virtually any business or individual with a mailing address within the United States and Puerto Rico. For example, you can pay utilities, cable bills or credit cards, or individuals such as a landlord, babysitter or relative.

Getting Started with Bill Pay

How do I enroll in bill pay? 

It’s easy to enroll in bill pay. Just log in to First Bank’s online banking, go to Payments and Transfers, and click Bill Pay to access the short enrollment form.

How do I start using bill pay? 

The first step is to add a payee (the person or company you wish to pay). Here’s how easy it is:

  1. Log in to First Bank’s online banking, go to Payments and Transfers, and click Bill Pay
  2. Click the Add a Payee (+Payee) button on your dashboard.
  3. Enter the requested information. Typically this information can be found on your latest bill or statement.

Once you add your payee, you can start making payments in seconds.

How do I make payments with bill pay? 

  1. Find your payee on the payments dashboard.
  2. Enter the payment amount and date, then submit.

How Bill Pay Works

How are bill pay payments delivered? 

Bill pay payments are sent one of two ways—electronically or by paper checks. The majority of payments are delivered electronically. Your payment information, such as your account number, is sent via a secure transmission. All other payments are made by paper checks that are mailed via the U.S. Postal Service.

Is bill pay secure? 

Paying bills online is one of the safest ways to pay your bills. Bill pay helps guard against identity theft from lost or stolen checkbooks, bills, and statements. It also increases your privacy because only you can access your account information, account numbers, and payment history. As a result, you maintain tighter control of your account with real-time access to your payments activity.

How long does it take before my payment is received? 

Generally, your payment is received within 2 to 7 days, depending on whether it is sent electronically or via paper check.

How are the scheduled payments processed with bill pay? 

Most scheduled payments are sent electronically and funds are withdrawn from your account on the payment date.

Bill Pay Benefits

What are the primary benefits of bill pay? 

Here’s a quick list of the many ways you can benefit from using First Bank’s bill pay.

  • Save time. With bill pay, you can receive and pay your bills online, all in one place. That means no more visiting multiple websites to pay bills or trips to the post office to mail checks. Also, smart features such as recurring payments allow you to automate regular bill payments.
  • Save money. Paying bills online saves on postage, envelopes, late fees and checks. If you pay just 10 bills per month, you can easily save over $110.00* per year.
  • Stay organized. Your payment history is stored in your online account, so you won’t have to sort through paper receipts or visit multiple websites to access past transactions.
  • Gain peace of mind. Electronically paying bills means no risk of mailed checks getting lost or stolen. Plus, you can stop worrying about missing a bill payment when you set up reminders and automated recurring payments.
  • Help the environment by saving paper. With Bill Pay, there are no checks to write or envelopes to mail. That’s good news for you and the environment.

*Savings are approximate and based upon the average annual cost of stamps, envelopes, and checks required for paying 10 bills per month.

eBill

What is eBill? 

eBill is a feature that allows you to receive and pay electronic versions of paper bills directly from First Bank’s online bill pay.

How do eBills work? 

eBills are delivered directly to your bill pay. Once you set up an individual eBill for a company you do business with, an eBill comes directly from that payee to your account. Examples of businesses that offer eBills are cable service providers, phone service providers, utility providers, and credit card companies.

Will I still receive paper statements when I have eBill? 

You may continue to receive paper statements for the next 2 or 3 billing cycles. Contact your payee for more details on their paper statement policy.

How will I know if eBill is available for a payee? 

If a payee offers eBill, there will be a Setup eBill link next to their listing on your bill pay dashboard.

If you are receiving eBill summaries from your payee and full bill statements become available, you will see a button that reads Setup eBill.

What are the primary benefits of eBill? 

With eBill, everything you need is in one convenient location. Using eBill allows you to streamline your bill pay routine and have online access to your bills. That means you won’t have to keep track of paper bills. Also, you can view past bill statements at a glance.

What information is included in an eBill? 

If available for your payee, your full bill statement will be delivered to your account. That means you can view all statement information, including transactions, payment history, credits, and more.

If full eBill details are not available for your payee, you will receive a summary eBill statement that includes balance due, due date and minimum payment amount.

How do I pay an eBill? 

To pay an eBill, choose the account you want to pay from, enter the amount you want to pay and schedule when you want the payment delivered.

How do I know when I have received an eBill? 

You can sign up to receive an electronic notice to alert you when an eBill has been delivered to your account. You can receive these notices in the form of emails or text alerts to provide an extra reminder when a payment is due.

Pay From Accounts

Can I add another pay from account? 

Yes, you can add as many pay from accounts as you like. Go to My Account in bill pay and click Add Account in the pay from account section.

Can I use a savings or money market account for bill pay? 

No, these are unfortunately not eligible accounts for bill pay.

Can I edit pay from account information? 

Yes, you can edit any of your pay from accounts. Go to My Account in bill pay, click View Account, then click Edit next to the pay from account.

Can I add a nickname to my pay from account in bill pay? 

Absolutely, and we encourage you to do so if you use multiple pay from accounts. Go to My Account in bill pay, click View Account, then click Edit next to the pay from account.

Miscellaneous

How do I schedule an alert or reminder for myself in bill pay? 

Creating an alert or reminder in bill pay is quick and easy.

  • To schedule an alert, go to My Account in bill pay, then click View Alerts in the Notifications section.
  • To add a reminder from the payment page, click the payee name and click Add Reminder to have notifications sent to your phone or email when a payment is due.

Is it possible to edit or cancel a scheduled bill payment? 

Yes, you can edit or cancel a bill payment as long as it is in a Scheduled status in the Pending Payments section.

What are Challenge Phrases? 

Challenge Phrases are questions and responses known only by you that act as another layer of security when you do things like add a new payee. The first time you access First Bank’s bill pay, you will be prompted to create a minimum of 4 challenge phrases.

You may add or remove challenge phrases at any time by going to My Account in bill pay and updating the Security Information section.

What are payee categories? 

Categories allow you to group your payees for customized listings, whether you’re scheduling payments, viewing pending transactions, or researching your transaction history. You can manage your categories by going to My Account in bill pay and assign a payee to a category when adding or editing them.

What is the payment calendar and how do I use it? 

The payment calendar is a monthly snapshot of your pending and processed transactions. You can access pending payments or payment history by clicking the transaction totals displayed on any given day.

Supported Browsers & Settings

What are the browser requirements for bill pay? 

Bill pay supports the following browsers:

  • Internet Explorer – version 11
  • Microsoft Edge – all versions
  • Firefox – version 31 and above
  • Google Chrome – version 42 and above
  • Safari – version 9 and above for Mac

I use Apple's Safari browser but I'm having problems with bill pay. What should I do? 

First, make sure your browser is up-to-date and meets the Bill Pay system requirements. If you’re still having problems, we suggest following the steps below.

For newer versions of Safari:

  • While in the Safari browser, click Safari in the top-left corner of the window.
  • Select Preferences dropdown menu.
  • Select Privacy in the Preferences window.
  • Next to Website Tracking, uncheck the Prevent cross-site tracking box. For Cookies and Website Data be sure the box is not checked for Block All Cookies.
  • Close the browser (Command + Q) and reopen. Log in to online banking again and relaunch bill pay.

For older versions of Safari:

  • While in the Safari browser, click Safari in the top-left corner of the window.
  • Select Preferences from the dropdown menu.
  • Select Privacy in the Preferences window.
  • Under Cookies and Website Data check the Always Allow check box.
  • Close the browser (Command + Q) and reopen. Log into online banking again and relaunch bill pay.

If you continue to experience issues, please call us at 855-874-7564 for further assistance.

Security Features 

How do I set up alerts? 

  1. Log into Digital Banking.
  2. In the main menu, click Services and then click Alerts in the drop-down menu.
  3. On the Alerts page, click the New Alert button in the top-right corner.
  4. Select the type of alert you would like to set up. Options include Date Alert, Account Alert, History Alert, and Transaction Alert.
  5. Once you select your alert, you will be taken to the New Alert page where you will set up the transaction parameters.
  6. For example, if you select a Transaction Alert, you will need to select the transaction type, status, delivery method, and frequency.
  7. For more information, see the Alerts page.

How do I update my secure delivery contact information? 

  1. Log in to Digital Banking.
  2. In the main menu, click Settings and then Security Preferences.
  3. On the Security Preferences page click Secure Delivery.
  4. Next, verify that the Text or Phone contact information is up-to-date.
  5. Add a new number by clicking either New Phone Number or New Text Number, keying the number, then clicking Save.
  6. If you need to edit an existing number, click Edit, key the number, then click Save.
  7. You can delete old numbers by clicking Delete beside of that number.

How do I update my email address? 

  1. Log in to Digital Banking.
  2. In the main menu, click Settings and then Online Profile.
  3. On the Profile page verify that your email address is up-to-date.
  4. If your email address has changed, key the new email address in the field at the top of the page, then click Save.