FAQs

Digital Banking FAQ
  • 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.)

  • 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.)

  • 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 do I transfer funds between my First Bank & Trust accounts?

      To transfer funds between your accounts:

      1. Log in to Digital Banking.
      2. Select Transfers in the menu.
      3. Choose the account you want to transfer money from, the account you want the money transferred to, and the amount that you would like to transfer. Select “More options” to specify frequency of transfers and a date you would like the transfer to occur.
      4. Review the information you have entered, and click Submit to make the transfer.
  • 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.

eBills FAQs
  • What is eBill?

      eBill is a feature that allows you to receive and pay electronic summary versions of paper bills directly through Payments.

  • How do eBills work?

      eBills are delivered directly to your online Payments account. Once you arrange for electronic billing with a particular company, an eBill comes directly from that payee to your account. Examples of businesses that offer eBills include cable service providers, phone service providers, utility providers, and credit card companies.

  • Will I still receive paper statements when I have eBill?

      Please check with each payee, as billing practices can vary from business to business.

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

      If your payee is eligible for eBill, you will see a "Setup eBill" link next to their listing on your dashboard.

  • 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 paying routine and have online access to your bills. That means you won't have to keep track of paper bills. In addition, you can view past bill summaries at a glance.

  • What information is included in an eBill?

      Balance due, due date, and minimum payment amount are included in your eBill. If you need additional details, there will be a link that lets you login to your account on your payee's website, or you can check your paper statement.

  • How do I pay an eBill?

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

  • 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.

Mobile Apps FAQs
  • What are the restrictions on the type of mobile devices that can be used to access accounts?

      Web mobile banking requires a web-enabled mobile device whose network allows secure SSL traffic. Users with iOS and Android™ devices can access the Digital Banking apps.

  • What functions can I perform from my mobile device?
      • Check balances and transactions
      • View and download a long history of statements
      • Make payments to businesses and individuals
      • Make internal and external transfers
      • Set and view balance and transaction alerts
      • Lock and unlock your debit card instantly
      • Deposit checks for free
      • Send and receive secure messages
      • Connect and view your accounts at other participating financial institutions
      • Find branch and ATM locations
  • How do I access Mobile Banking?

      iPhone, iPad, and Android users can download an app. Launch the App StoreSM or Google PlayTM on your mobile device, then search for “BANKeasy” (no spaces).

  • How do I know if my transfer or bill payment was entered successfully?

      If you have opted to Receive Text Message Alerts in your Mobile Settings on Digital Banking, each time you make a transfer or bill payment, a confirmation text message will be sent to your mobile phone. If you do not receive a confirmation text message, double-check to make sure the transaction went through.

  • What if I no longer want to be a mobile banking user?

      Log in to Digital Banking, select "Options" > "Mobile Settings," deselect "Enable web access for your mobile device," then click "Submit."

  • What happens if I lose my mobile device?

      Since your account data is not stored on your mobile device, your information cannot be stolen. When you replace your mobile device, simply edit your Mobile Settings and make any changes to the Wireless Provider and/or Phone Number.

  • What happens if I lose communication/signal during a transaction?

      If you have opted to Receive Text Message Alerts in your Mobile Settings on Digital Banking, when you complete a transaction from your mobile device (bill payment, funds transfer, etc.) you will receive a text message as confirmation that the transaction was successful. If you do not receive this message due to a dropped call or lost signal, check your accounts and re-submit any transactions that did not process.

  • What do I need to do if I get a new phone?

      If you get a new phone but are using the same phone number and provider, no changes on your part are necessary. If you switch providers and/or phone numbers, log in to your Digital Banking account from a computer and update your information on the Options > Mobile Settings page. You will not receive a text message regarding Mobile Banking transactions if your phone number is not correct.

  • How do I search for a transaction?

      You will be able to view all transaction history in the future, with 120 days' worth of transaction history imported when moving to the new mobile app. You can search transactions by using the magnifying glass in the transactions screen. You can also search by tags by using the gear in the transaction screen.

  • How do I delete a bill payment that I set up through my mobile device?

      You can delete the payment from the main menu of the payment section by selecting the payment and clicking the trash can in the upper right corner.

  • Who do I contact if I am experiencing issues with Digital Banking?

      Please call us at 800.843.1552 to report the issue you are experiencing.

Mobile Deposit FAQs
  • Who is eligible to use Mobile Deposit?

      Any First Bank & Trust Digital Banking customer is eligible to use Mobile Deposit.

  • Is there a fee to use Mobile Deposit?

      No! Mobile Deposit is free to use.

  • What kind of device can I use?
  • How can I start using Mobile Deposit?

      To get started, enroll in Mobile Deposit. If using an Android smartphone, iPhone, or iPad, download our mobile app, log in, and then select “Deposits” from the fly-out menu.

      Please note: Mobile Deposit is a function within First Bank & Trust’s Digital Banking. Android smartphone users and iPhone and iPad users will need to download the Mobile App and complete the enrollment process when prompted.

  • How do I use Mobile Deposit?

      Simply log in to our Digital Banking app then choose ‘Deposit.’ You will be prompted to take a picture of the front and back of the check, type the dollar amount to deposit, and choose the account where you want it deposited.

  • What types of accounts can I deposit into?

      Deposit into any checking, savings, or money market account tied to your Digital Banking.

  • Is there a limit to the number of checks I can deposit?

      Yes, 25 checks per day or month, whichever happens first, is the maximum number of checks that can be deposited with Mobile Deposit.

  • Is there a maximum dollar amount for Mobile Deposit?

      Yes, $5,000 per day or month, whichever happens first, is the dollar limit for Mobile Deposit.

  • What should I do with the paper check after depositing?

      Securely store the paper check for 60 days after the date of deposit. After the 60 days, please shred the check.

  • When will I have access to the funds deposited?

      If the deposit is submitted before 5 p.m., you generally will have access to use those funds the next business day.

  • Should I endorse the check before depositing?

      Yes, the check must be endorsed in order for the deposit to be accepted.

  • Can I un-enroll from Mobile Deposit?

      Yes! Simply contact your banker or call us at 800.843.1552.

  • How will I know if there was a problem with my mobile deposit?

      You will receive an email notification indicating whether the deposit was successful or not.

Payments FAQs
  • What is Payments?

      Payments is an online service that allows you to pay almost any individual or company through your Digital Banking account. You determine whom you want to pay, when you want to make the payment, and which checking account you want the payment to come from. It's safe, secure, and easy to use.

  • Who can I pay with Payments?

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

  • How are online payments delivered?

      Payments are sent either electronically or by paper check, depending on the method accepted by the person or company receiving the payment. The majority of payments are delivered electronically, which is the faster method. Your payment information, such as your account number, is sent via secure transmission. Payments made by paper check are mailed via the U.S. Postal Service.

  • Is Payments secure?

      Paying bills online is one of the safest ways to pay your bills. Using Payments helps prevent identity theft caused by lost or stolen checkbooks, bills, and statements. It also increases your privacy because your account information, account numbers, and payment history can be accessed only within your private Digital Banking account. With real time access to your payment activity, you maintain tighter control of your bank account.

  • How long does it take before my payment is received?

      Generally, your payment is delivered to and processed by the payee within 2-3 business days if sent electronically, or 7-10 business days if sent via paper check.

  • How are the scheduled payments processed with Payments?

      Most scheduled payments are sent electronically and funds are withdrawn from your account on the day we send the payment. If a payee does not accept electronic payments, the payment will be sent via paper check.

  • Can I edit a payee address?

      Yes. To edit payee information, select the payee’s name. From the payee details screen, select the ‘edit’ link.

  • How late in the day can I edit or delete a payment?

      Generally, you may edit or delete a scheduled payment before 2:00 pm Central Time on the day of the payment date by changing the information within Payments or by calling us at 800.843.1552. Certain exceptions apply, so please contact us if you are unable to cancel a payment.

  • When will the money be taken out of my account?

      For an electronic payment, funds are debited from your account the day that you select the payment to send. In order to send an electronic payment on the same day, the payment must be submitted prior to 2:00 pm Central Time.

      Check payment funds are debited from your account when the check clears the account.

  • What if I do not have enough money in my account?

      We will treat Payments check items just like any other check you write. Overdraft fees and return check fees may be applicable. Electronic payments are verified for funds availability. If your account has insufficient funds, the payment will be cancelled.

  • What is the cut-off time for payments?

      Payments need to be entered by 2:00 pm Central Time in order to be processed that business day. Payments entered after 2:00 pm will be processed the following business day.

  • How far in advance should I set up a payment to ensure that it is paid on time?

      Electronic payments should be scheduled 3 business days in advance of when the payment is due. Electronic payments may be delivered as quickly as 1 day, but that does not guarantee that the payee will process the payment and credit your account on that same day. 

      Check payments should be scheduled 7-10 business days in advance of when the payment is due.

  • How do I know if the payment will be sent by check or electronically?

      ‘Check’ or ‘Electronic’ will be displayed under the payee name on the payments tab.

  • How far in advance can I enter a payment?

      A recurring scheduled payment can be set up in advance to any date in the future. A one-time payment can be set up to be sent 5 years in the future.

Spending Habits FAQ
  • What is Spending Habits?

      Spending Habits allows Digital Banking users to view and maintain their financial information for First Bank & Trust accounts as well as any external financial accounts in one easy and convenient location. Spending Habits allows you to track spending behaviors, categorize expenses, set financial goals, and create budgets. Spending Habits can give you a total financial picture to better understand your financial activity.

  • What are the benefits of Spending Habits?

      Spending Habits allows you to:

      • Track accounts and categorize transactions
      • Retain and review account information, transaction activity, budgets, and goal history
      • Assist in building net worth by tracking progress toward a budget or goal
      • Monitor activity through alerts
  • How do I enroll with Spending Habits?

      Log in to Digital Banking and choose the Spending Habits tab. You will then be guided step by step through a set-up process. You will also be asked to agree to an online agreement.

  • Is there a fee to utilize Spending Habits?

      No, there is no fee to utilize Spending Habits.

  • What kinds of accounts will display in Spending Habits?

      Your First Bank & Trust accounts tied to your Digital Banking username will automatically display. You will not be able to delete any of your First Bank & Trust accounts from view.

      You can choose to aggregate in external accounts tied to other financial institutions or companies (e.g., credit cards, investment accounts, other bank accounts). The only stipulation is that those external accounts must be accessible through a website with log in credentials.

      External accounts not accessible through a website can be manually loaded and updated.

  • Can I delete external accounts displaying in Spending Habits?

      Yes, you can delete external accounts from view within Spending Habits at any time.

  • Can First Bank & Trust view my external account information?

      If you choose to aggregate in an external account, First Bank & Trust will be able to see the account name you assigned, the type of account, the institution, and the last date the account was updated in Spending Habits. First Bank & Trust will not be able to see specific information about your account, such as account balance, interest rates, or payment amounts. However, we may use this information in the aggregate in order to direct delivery of marketing materials.

  • How can Spending Habits help me establish and monitor a budget?

      The Spending Habits budget feature allows you to:

      • Compare monthly expenses to budget amount.
      • View transactions by category.
      • View income and expenses by category.
      • View spending/cash flow summary.
      • Create and update a budget.

      To fully establish and monitor an effective budget, you may want to upload your external financial accounts, which are outside of First Bank & Trust. This will allow you to see a total financial picture and more accurately establish a budget.

  • What is the difference between a budget and a financial goal?

      A budget allows you to monitor income and expenses, while a financial goal is a monetary amount you want to achieve by a certain date, such as saving money for a vacation.

  • Can I set up alerts within Spending Habits?

      Yes, Spending Habits allows you to set up alerts for your First Bank & Trust accounts within Spending Habits as well as your external accounts loaded into Spending Habits. Alerts are messages you create to notify you of an event. Notifications are delivered within Spending Habits and can also be delivered to your email.

      Please note: Spending Habits alerts are separate from Digital Banking alerts.

  • What types of alerts are available within Spending Habits?
      • Budget Threshold: when an amount or percentage approaches or exceeds either the whole budget or a selected budgetary item.
      • Account Threshold: when an account balance is under or over a certain amount.
      • Account Credit/Deposit: when a deposit or credit transaction is made to a designated account.
      • Account Update Reminder: a periodic reminder to update an account.
      • Transaction Merchant: when any transaction is made at a designated merchant.
      • Transaction Amount: when a transaction for a designated account exceeds a defined amount.
  • How do I disable Spending Habits alerts?

      To disable a Spending Habits alert, go to the Alerts option and click the “x” next to the alert you wish to disable.

  • How do I obtain additional help for my questions on Spending Habits?

      You can access online help by selecting the Help menu item within Spending Habits, or you may contact customer service at 800.843.1552 during normal business hours.