Frequently Asked Questions

 

 

Online Banking FAQs

Q: What software and computer requirements do I need to have in order to access FB (First Bank) Online Banking?
A: For best performance, we recommend you use one of the following supported browsers:

  • Microsoft Internet Explorer
  • Firefox
  • Apple Safari 5
  • Chrome 8

While other browsers may work, these supported browsers provide the highest level of security, accuracy, and functionality. We also recommend that you enable JavaScript in your browser. JavaScript is required for certain features to function properly.
You will need a minimum of Adobe Acrobat Reader 8.0 to view e-Statements. To obtain the latest version of Adobe Acrobat Reader if you do not already have this software, please click on the link below:
Adobe Acrobat Reader

Q: How secure is FB Online Banking? Is my financial information safe?
A: FB Online Banking is secure. Technology has been developed to safeguard your data through encryption or coding of information, creating barriers between systems that can only be accessed with authorized passwords, and by creating safe pathways to and from each system. You can also help safeguard your information by protecting your password and keeping it secure. The password is the only way to get access into your account.

Q: How much does FB Online Banking cost?
A: Customers will not be charged for utilizing FB Online Banking.

Q: Which of my accounts will I have access to when I sign up for FB Online Banking?
A: You will have access to all of your accounts in which you are a primary or secondary owner. You will be able to view your account balances, transfer funds between accounts, pay bills, and review past and present statements. Note to Business accounts users: you may not be able to view your Personal and Business accounts together. You may need to enroll separately for the two types of accounts and use a second password to access your business accounts if they have a unique FEIN or Tax Identification Number.

Q: If I share a checking account with someone else, do we both need to enroll or can we share a FB Online Banking account?
A: For security purposes, we recommend that each person enroll separately and receive unique passwords.

Q: How current is the information I see in FB Online Banking?
A: The balance for checking and savings accounts is real-time and will change throughout the day based on your activity. Your balance will reflect your activity whether it is with your First Bank ATM and Debit Card transactions, or if you scheduled a one-time transfer between your accounts. All other account information is current as of the end of the day processing from the night before.

Q: What types of accounts can I transfer funds to and from?
A: You can transfer funds between any checking and savings accounts within the parameters specific to your account. Please refer to the terms and conditions of your account in our Retail or Business Account Disclosure Statement. Please note that in most cases, you cannot transfer funds between business and personal accounts.

Q: When will my transfer take place?
A: If you initiate a one-time transfer before 7pm Central Standard Time (CST), the transfer will take place on the same business day. If you initiate a one-time transfer or scheduled transfer after 5pm CST, the transfer will occur on the next business day.

Q: What if I have a question or need to talk to the bank?
A: Send us a message! Just click here to go to our contact us page. We'll respond as quickly as we can or call 847-897-7600 during normal business hours.

Q: Is FB Online Banking available 24 hours a day?
A: Yes. FB Online Banking is available 24 hours a day, 7 days a week with the exception of systems maintenance that will occur periodically.

Bill Pay FAQs

Q: How do I get started with Bill Payment?
A: The first thing you'll need to do is organize all the information about anyone you want to pay through online Bill Payment. You'll need to gather information on each payee to be setup, including:

  • Payee Name
  • Payee Payment Address
  • Payee Phone Number (typically identified for Billing Inquiries on your statement from the Payee)
  • Your Account Number with the company or individual Payee, shown on your billing statement from the Payee.

Now you're ready to set up these companies and individuals as your "Payees". Once you've logged on to the FB Online Banking website, select "Click Here for Bill Payments" then "Set-up/Change" and enter the information requested. You'll need to fill in all of the information requested or we will not be able to process your payment.
Payee information should be entered exactly as it appears on the billing statement. Inaccurate or incomplete payee information can cause delays in the posting of payments. Please verify the accuracy of the information that you enter.
Please note that the Account Number is your Account Number that identifies you to that Payee. Please enter this number exactly as it appears on your billing statement from the Payee.

Q: Who can I pay with Bill Payment?
A: You can pay any individual, family member, friend; or any business, merchant, or professional who generates an invoice for products or services. The only bills you can't pay online are those to the government taxing authorities, court directed payments such as alimony and child support, and payees located outside the United States.

Q: Should the payment date I give be the date the payment is actually due?
A: No. The first payment to a Payee must be scheduled at least five business days prior to the due date to allow adequate time for the Payment to reach the Payee. The due date is the date the Merchant has designated for payment and should not be adjusted for any grace period. Once we've been notified whether a Payee accepts electronic payments or requires a paper check, after making the first payment to that Payee, then our service will display a message indicating that the Payee requires either two or five days lead time.

Q: How soon are funds actually taken out of my account?
A: Bill payments are debited from your account on the “scheduled payment date” which is the date you want the biller to receive payment.  Your account will be debited at this time unless it is a non-business day in which case funds will be debited the day prior. 

Q: What is a recurring and non-recurring payment?
A: A non-recurring payment is a one-time payment. These include payments in which the amount fluctuates each time such as your phone bill, or any payment you don't want to make regularly - such as a florist you use now and then.
A recurring payment is one you make regularly for the same dollar amount each time, such as the monthly payment on your mortgage. You only need to setup a recurring payment once. From then on, we'll make the payments for you automatically.

Q: What is your payment guarantee?
A: If all payment guidelines were followed and a payment is still posted late to your account with a merchant resulting in a late fee, at our discretion, we will make an attempt to have the merchant waive the late fees. If the merchant is unwilling to waive the late fees, up to $50 in late fees assessed by the merchant will be covered by us.

Q: How close to the original payment date can I change or cancel a Bill Payment?
A: You can change or delete a Bill Payment up until 24 hours prior to the payment date you originally scheduled.  Otherwise a stop payment is required; check our Schedule of Fees for the most current fees.

Q: Do I have to re-enter payee information each month?
A: No. Online Bill Pay is designed to end the repetitiveness of paying bills. You set up your list of payees just once, and use that list month after month. You can add or change payees from your list at any time as your bill paying needs change.

Q: Can I schedule multiple payments to the same payee?
A: Currently you cannot schedule multiple payments to the same payee. However, if you need to make multiple payments to the same payee, you can set up multiple instances of the payee with the same payee information. 

Q: Can I make changes to an already scheduled payment?
A: Yes. You may use FB Online Banking to electronically change both the payment amount and the Delivery Date of any scheduled Recurring Payments at any time prior to 1:00 P.M., Central Standard Time, USA, on the Transaction Date.

Q: How secure is my bill payment and personal information?
A: We use several methods to ensure that your information is secure. 

  • SSL—Secure Sockets Layer ensures that your connection and information are secure from outside inspection.
  • Encryption—128-bit encryption makes your information unreadable as it passes over the Internet.
  • Automatic Sign Out—Automatically signs you out of a session if you are inactive for a predefined time (usually 10 minutes). It is best if you sign out immediately after you finish your tasks.

Q: Can I use assistive technology for access?
A: Yes, we've incorporated several enhancements based on priorities one and two of the World Wide Web Consortium's Web Content Accessibility Guidelines. These enhancements aim to make our bill pay solution more accessible to assistive technology users.

Q: Is there a fee for Bill Pay?
A:  Only expedited fees will be charged for Bill Pay Services.  Please check our Schedule of Fees for the most current fees

Mobile Banking FAQs

Q: How do I enroll in FB Mobile Banking?
A: When you log into Online Banking you will be presented with 3 options; “Enroll Now, Ask Me Later, and No Thanks’. To enroll in FB Mobile Banking select the “Enroll Now” option, accept the Terms and Conditions and follow the step by step instructions.

Q: What if I choose the “No Thanks” option and change my mind at a later date?
A: You may enroll via the “Options” tab within Online Banking or you can download the app via the Google Play Store or iTunes

Q: How do I find the FB Mobile Banking app?
A: The FB Mobile Banking app is located within the Google Play Store and iTunes. You can search the keywords “First Bank”.

Q: Which carriers support the FB Mobile Banking app?
A: The FB Mobile Banking app supports tier 1 carriers which include AT&T, Verizon, Sprint and T-Mobile; others may work on a limited basis.

Q: Are there fees associated with using the FB Mobile Banking app?
A: We do not charge a fee for using our FB Mobile Banking app however, you should contact your service provider regarding fees associated with text messaging and accessing the internet via your mobile device.

Q: Can I have FB Mobile Banking without having Online Banking?
A: No, you must enroll in Online Banking first, after which, you may enroll in FB Mobile Banking.

Q: What if I do not have a ‘log off’ option on my screen?
A: That is ok, the system will disconnect your sign on after:

  • Standard Timeout periods for App = 5 minutes
  • Standard Timeout periods for mobile device web browsers = 10 minutes
  • On some phones closing the application will log you off

Q: I am unable to download the app.
A: This may be due to the fact that the background data is restricted on your mobile device. Contact your carrier for assistance or try some of these troubleshooting options:

  • Open your device’s main settings menu
  • Under “Wireless and Networks”, select “Data Usage”
  • Touch the “Menu Icon”
  • Make sure “Restrict Background Data” is unchecked and “Auto-Sync Data” is checked
  • On some devices, the background data options may be under Settings>Battery & Data Manage Background Data

Security FAQs

Q: How do I add extra security to my phone?
A: Password protect your phone and make sure your timeout timer is set to the minimum setting.

Q: Why do I only have to enter my password and not my user ID or challenge questions?
A: Complex Device Fingerprinting-Mobiliti employs a complex device fingerprinting feature that captures up to 15 non personal elements from a user’s mobile device or web session at authentication (for example, screen size and device address). These data elements help to identify the user and how the user usually interacts with the FB Mobile Banking service. Any change in data from one authentication request to another may indicate possible fraud, and will result in the user being challenged. Your device was fingerprinted when you originally set this up or downloaded the app. One person may be registered on multiple devices; however multiple people cannot be registered on one device.

Q: What if I lose my phone?
A: Contact your carrier immediately and ask about their “Wipe Service”. Most carriers offer this and they can then remove the app remotely.

 

 

 

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