Digital Banking FAQs
- Will I need to download a new mobile app, or will the old one work?
Yes, upon opening our old app (FBT Mobile) on or after April 7, you will be prompted to update/download the new version called “First Bank & Trust.” If you don’t see a prompt or if you don’t have our old mobile app, simply go to your app store, search for “BANKeasy” and download the new version.
- Will my current Online Banking ID and password be the same when accessing the new Digital Banking platform?
Yes, your current Online Banking ID (now called “username”) and password will work. (If you prefer logging in by using your fingerprint or facial recognition, you will select that function after you log in for the first time).
Keep your Credentials Secure: Your username and password should never be shared with anyone. These credentials protect your private account information. Keeping them secure means keeping your account(s) secure.
No one should ever ask you to share your credentials with them so they can conduct transactions or activity on your behalf. If you have been asked to share this information with someone, discontinue communication with them, and notify the bank.
- What Internet browser should I use?
To have the best experience, use the latest version of Chrome, Firefox, Microsoft Edge, or Safari. Internet Explorer is not recommended, as it no longer supports the minimum security measures required to keep your data safe.
- Why do I need an authentication code?
Two-factor authentication adds another layer of protection to your accounts. The first time you log in, you’ll be asked to secure your account with an email address and cell phone number. A unique code will then be generated and sent to you via text, and you’ll use that code to gain access to your accounts. The new Digital Banking platform will remember which device you use, so if you check the “don’t ask for codes again on this computer” box during log in and always use the same device, you’ll only need to enter the code once. If you log in using a different device, you’ll be sent a new code to verify you are who you say you are. Do not share this code with anyone else.
- How do I get my authentication code?
During the log-in process, a code will be sent by text to the phone number you specified. If your phone doesn’t accept texts, you can choose a different option (such as a voice phone call). (Note: Authentication codes cannot be received via email.)
- Will I need to set up new online alerts?
Yes, you will need to reset your alerts. To do this, click on the desired account, then select “Manage Alerts.”
- How do I deactivate a debit card?
You can temporarily suspend your debit card within the “Card Management” option by changing the toggle switch to temporarily suspend your card.
If you want to report your card lost/stolen, click on the card you want to report, then choose “Report lost/stolen.” You will need to contact the bank to report any suspicious transactions and also to reorder a new card. (Note: This action will deactivate your existing card immediately. Any one-time and recurring transactions will be blocked.)
- I set up nicknames for my accounts; will they translate over?
Yes. All your account nicknames will still be there, although your accounts may appear in a different order than before. It’s easy to reorder them by clicking “Organize Accounts” and dragging them into the order you prefer.
- What will happen to payments I have pending in Bill Pay during the transition?
Scheduled payments will process normally. If you wish to make any changes to your scheduled payments, go to “Payments” on the dashboard to access and to manage your payments.
- If I was previously enrolled in Mobile Deposit, will I still be enrolled?
Yes, you will still be enrolled. Mobile Deposit is called “Deposit check” within the new Digital Banking platform.
- Will I be able to view my past statements and notices?
Yes. If you are enrolled to receive electronic statements today, you will be able to see them within the new Digital Banking platform both online and in the mobile app. Click on any account name and select “Documents.” Next, choose the account statement or notice you want to view. Up to 18 months of statements will be available.
- How much account transaction history will be available?
Initially, you’ll have access to up to 120 days of transaction history for all account types. Your history will build as more transactions accrue.
- Will secure messaging be available?
Yes. You can easily initiate secure messages and send from several places within the Digital Banking platform. To review past messages, simply click on “messages” from the dashboard or menu.
- How will my Cash Management functions be affected?
Cash Management users will continue to have the same functionality through the “Cash Manager” tab within the new Digital Banking platform. Please view Cash Management FAQs here.
- Will this affect my accounting software (e.g., Quicken, QuickBooks)?
Yes, prior to Tuesday, April 7, we recommend downloading your latest transactions to ensure you have a complete history. Additionally, you may need to update your account software to the new site.
- What do I do if I am having trouble or have additional questions?
Please call us at 800.843.1552 and press 1 for Digital Banking assistance. You may also stop into any of our locations or send us a secure message through “messages.”
Extended Call Center Hours Effective April 7, 2020:
Monday-Friday: 7:30 a.m.–11 p.m.
Saturdays: 9 a.m.–5 p.m.
Sundays: 9 a.m.–5 p.m.
Holidays: 9 a.m.–5 p.m.