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Your online help desk to answers, links and tools you need.

The FirstBank Help Center is your one stop guide to the answers to your questions about our products and services and numbers you need now.

Top Customer Service Questions

I am a Business Online Banking customer and I have questions.

WELCOME TO THE NEW FIRSTBANK BUSINESS ONLINE BANKING

If you have questions, please contact us at 855-617-8265 or visit your nearest branch.

Access the Quick Start Guide here >

How do I contact Customer Service?

Call 800-413-4211 (7 am – 6 pm CST Monday – Friday
7 am – 4 pm CST Saturday) or email Online@FirstBankOnline.com

How can I find a location closest to me?
How can I report my card lost or stolen after business hours?

Option 1: FirstBank’s 24-7 Telephone Banking can be reached at 866-342-5178 and can handle this request.

Option 2: Lost or Stolen Debit Cards can also be reported by calling 800-413-4211.

How can I stop a payment online?

Consumer Banking: Login to your Online Banking, click “Other Services” “Stop Payment”

Business Banking: Login to your Online Banking click, “Check Management” “Manage Stops”

How can I change my PIN?

You can change your PIN at any FirstBank ATM.

I’ve forgotten my PIN. How can I get a new one?

Call 800-413-4211 to request a new PIN to be mailed to you.

What is the 24-7 telephone banking number?

866-342-5178

How can I get my telephone banking unlocked?

Call 800-413-4211 or your local branch during banking hours.

Help! I’ve downloaded the app (FirstBank TN) but it’s not working.

To enroll for the FirstBank mobile app you must first visit our website at www.FirstBankOnline.com. Sign into your Online Banking under the mobile banking tab, accept the terms and conditions, enter your mobile number, and create your own unique username and password. Your username and password can be the same as online banking. Once you do this, use the login credentials to access the app.

How can I reset the password for my mobile app?

Sign into Online Banking and reset your password under the mobile banking tab.

How long until my money is available from a mobile deposit?

A mobile deposit is posted to your account on the next business day if deposited before 4:00 pm CST.

How can I get money to a loved one who banks with a different bank?

You can use our Popmoney product. To learn more about Popmoney click here >

When does my bank close?
Should I notify my bank when I’m traveling?

Yes, give us a call at 800-413-4211.

Are there any foreign fees for out of the country transactions?

Yes, for ATM withdrawals only. There is a $1.00 non-refundable fee from FirstBank and there is a separate non-refundable fee from the foreign bank that will apply. The charge will vary by bank, however, the ATM will display the fees associated at the time of the transaction.

I have a question about my credit card. Whom should I speak to?

Call 800.854.7642 or email SCSCustomer@thecardservicescenter.com.

Where can I provide feedback?

We’d love to hear from you! Email your feedback to fbfan1@FirstBankOnline.com. Or you can fill out our contact form here >

What do I do if I notice fraud on my account?

Contact your local branch or call 800-413-4211 to discuss the transactions on your account.

Frequently Asked Questions

Personal

How do I enroll for Online Banking?

Click here to enroll for Online Banking and fill out the prompted questions >

You may also request Online Banking access through your local branch. Find a location nearest you >

How do I reset my Personal Online Banking password?

Click forgot password and answer the questions as prompted. You will get an email with a temporary password and will be asked to set a new password upon login. You may also call 800-413-4211 for additional help.

Can I open an account online?
Do you have a Switch Kit?

Thank you for considering FirstBank as your banking partner. We’d love to build a relationship with you and eliminate the hassle of switching your accounts with this switch kit that will help walk you through the process.

Click here to download the FirstBank SwitchKit >

How do I order more checks?

You may order checks online or through your local branch. To order online, click here. Harland Clarke is as safe and secure as ordering them in person or over the phone. The site is Verisign Secure and TruSecure certified, so your transactions and account information are safe and completely confidential.

When are we getting the EMV chip debit cards?

All newly issued FirstBank debit cards will be issued as EMV chip debit cards. Existing debit cards will be gradually replaced with our new chip cards over the course of this year.

What is Popmoney?

Popmoney is a way to “Pay Other People” (POP) directly from your FirstBank account. You can send to or receive money from anyone you know in as little as one business day. To set it up, log into Online Banking and sign up under the BillPay tab.
Click here to find out more about Popmoney >

Business

What browser should I be using for Business Online Banking?

We recommend using Internet Explorer.

How do I reset my Business Online Banking password?

Click forgot password and answer the questions as prompted. You will get an email with a temporary password and will be asked to set a new password upon login. You may also call 800-413-4211 for additional help.

How can I add a user to my company’s Business Online Banking?

1. Login to Business Online Banking.
2. Go to the Administration tab/User Admin tab.
3. Click + icon to create a new user.
4. Enter user information.
5. Click on Permissions to give Entitlement and Permissions.

How do I order more company checks?

You may order these online or through your local branch. To order online, click here. Harland Clarke is as safe and secure as ordering them in person or over the phone. The site is Verisign Secure and TruSecure certified, so your transactions and account information are safe and completely confidential.

How do I get a Business Credit Card?

You can choose which card works for your business either in person at your local branch or online. You can find out more information on our credit cards and fill out an online application here >

Mobile & Online

What are Mobile Wallets?

A Mobile Wallet is a way to carry your debit card information in a secure digital form on your mobile device (smartphone, smartwatch, tablet). Instead of your physical plastic card to make purchases, a Mobile Wallet allows you to pay almost anywhere—in stores, in apps, or online. By storing all of a consumer’s payment information securely and compactly, Mobile Wallets largely eliminate the need to carry a physical wallet enabling payments through your mobile phone or smartwatch.

Find out more about Mobile Wallets >

Are Mobile Wallet payments secure?

Unlike cash, which can be stolen, and credit cards, which can be copied, the card information you load into a Mobile Wallet is encrypted. Mobile Wallets replace your actual card number with a unique digital card number. This means businesses do not see or store your full card number. The Mobile Wallet uses tokenization to secure transactions. Tokenization is the ability to create a number, or “token” to represent your debit card. Rather than store card data on your phone, retailers use digital tokens instead of your debit card to process payments and avoid exposing sensitive information. This token is in no way related to your debit card number after its creation.

If the token is captured the person who captures it cannot derive your card number from it. If the phone is lost or stolen, the financial institution can put a stop on the token. Also, if you have the ability to lock down your phone when it’s lost, then there is no way a thief can access your card.

Now you can shop securely without pulling out your wallet. Two Factor Authentication makes transactions even more secure (using fingerprint, PIN or iris/face scan to start transaction). To reduce your risk of fraudulent charges if your device is lost or stolen, make sure to set a strong pass code and enable fingerprint authentication to lock your device once you enable a wallet.

How do I start using Mobile Wallets?

Add your eligible FirstBank cards to the Mobile Wallet you’d like to use. Access your Mobile Wallet and choose your FirstBank card when you check out at a participating business. Receive payment confirmation on your device. Mobile Wallets can be used to pay at millions of businesses around the world.

Online Account Opening

What account options do I have if I open online?

You can start an application online for FirstRewards Checking, Essential Checking, USA Checking or a personal Money Market account. Click here for more account details >

How do I upload documents when opening an account online?

1. Navigate to your My Account Homepage by clicking here >
2. Under “Already Started the Process” enter your email address and click Login
3. On your My Account Homepage, click on the Track the Status of My Deposit Application link.
4. Locate your application and click on the View Docs icon.
5. Click the Upload Documents button to select and upload a document from your computer and attach it to your application.

Note: You can always return to your My Account Homepage by logging in with the email address and password you provided on your application.

How do I get back to the account I started opening online?

1. Navigate to your My Account Homepage by clicking here >
2. Under “Already Started the Process” enter your email address and click Login
3. On your My Account Homepage, click on the Track the Status of My Deposit Application link.

Note: You can always return to your My Account Homepage by logging in with the email address and password you provided on your application.

How do I reset my password for My Account Homepage?

1. Navigate to your My Account Homepage by clicking here >
2. Under “Already Started the Process” enter your email address and click Login.
3. When prompted to enter your password, click on the Forgot your Password link.
4. You will be prompted to enter the Last 4 Digits of your SSN and user name or email.
5. An email will be sent with a link to reset your password.

Note: You can always return to your My Account Homepage by logging in with the email address and password you provided on your application.

My Account Homepage is locked out, help!

Call 800-413-4211 or email Online@FirstBankOnline.com

I don’t recognize the security questions on My Account Homepage, help!

Call 800-413-4211 or email Online@FirstBankOnline.com

customer paying a merchant with a mobile device
A SMARTER WAY TO PAY ACCEPTED AT MILLIONS OF PLACES.

Learn how convenient it is to pay with FirstBank and your Mobile Wallet. It’s easy to add your eligible FirstBank Debit Card in a secure digital form to your smartphone, smartwatch or tablet.

GO TO MOBILE WALLETS

CUSTOMER CONTACT CENTER 7 am – 6 pm CST Monday – Friday
7 am – 4 pm CST Saturday Call 1-800-413-4211
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