Frequently Asked Questions
We’re excited to introduce a new online banking experience for our First Bank customers. Our new platform is designed to make managing your finances easier, more convenient, and more secure.
Below are answers to some of the questions you may have about the transition and what you can expect.
About First Bank's New Online Banking
Why is First Bank introducing a new online banking platform?
At First Bank, we’re always looking for ways to improve the banking experience for our customers. Our new online banking platform will provide an updated, more intuitive experience with enhanced features, improved security, and greater flexibility for managing your accounts online.
When will the new online banking platform be available?
First Bank will communicate the official launch date and any important conversion dates before the transition. We encourage you to look for emails, website updates, statements, and other communications from First Bank, so you know what to expect.
Will I still be banking with First Bank?
Absolutely. The new platform does not change your relationship with First Bank. Your accounts remain with First Bank, and our team is still here to help you with your banking needs.
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Getting Started
Will I need to enroll in the new online banking?
No, you will not need to reenroll for online banking.
Will my current username and password work?
Your current online banking login information will be transferred to the new platform. Although you will need to change your password on the first logon. First Bank will provide specific instructions about the log in process before the new platform becomes available.
What information will I need to enroll?
You will need information that allows First Bank to verify your identity and establish access to the new online banking platform. More detailed enrollment instructions will be provided before launch.
What if I forget my new password?
The new online banking platform will provide a password-reset option. If you need additional assistance, First Bank’s team will be available to help. You can reach out to your local branch or call our Electronic Banking Center at 907-228-4446 or toll free at 1888-220-4446
What if I get locked out of online banking?
If you are unable to access your account after multiple login attempts, use the available password-reset or account-recovery options. If you still need assistance, please contact First Bank.
Your Accounts & Transaction History
Will my First Bank accounts appear in the new online banking?
Yes. Your eligible First Bank accounts will be available through the new online banking platform.
Will my account numbers change?
The online banking conversion does not change your First Bank account numbers.
Will my account balances be transferred to the new system?
Your First Bank account information and balances will be available through the new online banking platform.
Will I be able to see my transaction history?
Transaction history available through the new platform. First Bank will provide additional details about the amount of historical information available.
Will my eStatements still be available?
Yes. First Bank will continue to provide electronic statements through online banking. Additional instructions will be provided regarding access to statements following the transition.
Transfers & Payments
Will my scheduled transfers move to the new online banking platform?
Scheduled transfers will move over to the new platform. We recommend reviewing your scheduled transfers after you enroll in the new system to make sure everything is set up as expected.
Can I transfer money between my First Bank accounts?
Yes. The new online banking platform will allow you to transfer funds between eligible First Bank accounts.
Can I transfer money to an account at another financial institution?
External transfer capabilities will be available based on First Bank’s services and your account eligibility. First Bank will provide additional information about setting up and using external transfers.
What about Bill Pay?
First Bank will provide specific instructions regarding Bill Pay, including whether your existing payees and scheduled payments will transfer to the new platform.
As an added precaution, we recommend reviewing your Bill Pay information after the conversion to ensure your payees, payment amounts, and payment dates are correct.
Mobile Banking
Will First Bank have a new mobile banking app?
Yes. First Bank’s new online banking experience will include mobile access through the First Bank mobile banking app.
Will I need to download a new app?
Depending on your device you may need to update or download the new First Bank mobile banking app. First Bank will provide instructions and links before the transition.
Will the mobile app have the same features as online banking?
Many of the same everyday banking features will be available through mobile banking.
Can I deposit checks through mobile banking?
Mobile check deposit availability will depend on your account eligibility and the services enabled by First Bank.
Alerts & Notifications
Can I set up account alerts?
Yes. The new online banking platform will offer account alerts to help you stay informed about activity on your First Bank accounts.
Depending on the available features, you will be able to receive alerts for things such as balances, transactions, deposits, and other account activity.
Why should I use account alerts?
Account alerts are a convenient way to keep an eye on your finances and can help you quickly identify activity that may need your attention.
First Bank recommends setting up alerts that are useful for your individual banking needs.
Security
Is First Bank’s new online banking secure?
Protecting your financial information is one of First Bank’s highest priorities. The new platform includes security features designed to help protect your account and personal information.
You should also continue following safe online banking practices, including using a strong password, protecting your login information, and never sharing verification codes with anyone.
Will I have to verify my identity when I log in?
You may be asked to complete additional verification when logging in, particularly when accessing your account from a new device or location.
These additional security measures help protect your account from unauthorized access.
What should I do if I receive a suspicious email or text?
Do not click suspicious links or provide your login information, password, or verification code.
If you are unsure whether a message is legitimate, contact First Bank directly using a trusted phone number or by visiting our official website.
Remember: First Bank will never ask you to provide your full password or a security code in response to an unsolicited message.
Troubleshooting
What if I can't log in?
First, make sure you are using the correct First Bank online banking website or mobile app. If you are having trouble logging in, use the password-reset or account-recovery options provided.
If you still cannot access your account, contact First Bank for assistance.
What if I don't receive my verification code?
Check that your phone number or email address on file with First Bank is current. You should also check your spam or junk folder if you selected email verification.
If you still do not receive your code, contact First Bank for assistance.
What if I don't see one of my accounts?
If an account you expect to see is missing after you enroll, please contact First Bank so we can review your account access and help resolve the issue.
What if I notice something that doesn't look right?
If you see an unfamiliar transaction, incorrect information, or anything else that concerns you, contact First Bank as soon as possible. We're here to help.
What You Need to Know About the Transition
Will there be a period when I cannot access online banking?
There may be a brief period of downtime while First Bank transitions to the new platform. We will communicate any scheduled downtime and important dates ahead of time.
What should I do before the transition?
Before the conversion, we recommend:
- Review your current online banking information.
- Make sure First Bank has your current phone number and email address.
- Make note of any recurring transfers or payments you regularly manage online.
- Download or save any important information you may need during the transition.
- Watch for communications from First Bank regarding enrollment and the conversion.
- Be cautious of unsolicited messages claiming to be related to the online banking conversion.
What should I do after I enroll?
Once you have access to the new First Bank online banking platform, take a few minutes to explore the new experience.
We recommend reviewing your accounts, transaction history, transfers, Bill Pay information, alerts, and other settings to make sure everything looks as expected.
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We're Here to Help
Who do I contact if I have questions?
If you have questions about First Bank's new online banking platform, please contact us. Our team is here to help you through the transition and answer any questions you may have. Reach out to your local branch or call our Electronic Banking center at 907-228-4446 or toll free 888-220-4446
You don't have to navigate the change alone.
Thank you for choosing First Bank. We appreciate your business and look forward to providing you with an improved online banking experience.