Online Banking FAQs

In order to make your Online Banking experience a pleasant one, we have tried to anticipate some questions you may ask. Please review these questions and answers for some helpful information and if you have any further questions or would like to apply for First Bank Online Banking, please contact First Bank Customer Service Representative at (601) 684-2231.

Online Banking FAQ's

Q. What is Online Banking?

A. First Bank Online Banking offers our clients secure access to their First Bank accounts anytime, anywhere via an Internet connection. With Online Banking you can:

  • View balances and transaction history
  • Transfer funds between your First Bank accounts
  • View, search for, print, or save images of cleared checks
  • Receive event, item, balance and personal alerts via email, text, and/or at login
  • Submit Stop Payment on checks
  • Receive statements electronically
  • Download transactions to the leading financial management programs
  • Pay bills electronically or by check

Q. Do I have to register to use Online Banking?

A. Yes. A one-time application is required to sign up for Online Banking. Once this form is received by the bank with account information, we will issue an Online Banking ID and PIN (personal identification number). Upon your first visit to our Online Banking site you will be asked to select a new PIN of your choice and that PIN will be used whenever you access First Bank Online Banking.

Q. What do I need to access Online Banking?

A. You will need a connection to the Internet, and a Web Browser. We recommend using Microsoft Internet Explorer 9.0 or higher for optimal viewing of this site.

Q. How secure is First Bank Online Banking?

A. Once logged on to our Online Banking site, you will be in a secure zone. This is evident by the “https” that will appear in the URL as opposed to the “http”. If you are using one of the following browsers; Microsoft Internet Explorer 9.0 or higher, Firefox 3.0 or higher, or Safari 3.2 or higher, an EV (Extended Validation) SSL certificate will be active. The EV SSL certificate will be evident as the browser will display https://, turn green, show a closed padlock, and rotate the name “First Bank” and “Identified by VeriSign”.

All sensitive and personal information is encrypted, and access requires ID’s and PIN’s that only you know. Our Identity Verification Feature is in place to verify your identity and detect any unusual or uncharacteristic online banking behavior. In addition, your account numbers, social security numbers, and Tax ID numbers are never displayed on the Online Banking screens.

Q. Do I have the ability to change my Online Banking ID and PIN?

A. Yes. You can change your Online Banking ID and PIN as often as you choose. From the Online Banking Home Page select the ‘Settings’ Tab and follow the prompts on the ‘Personal’ screen.

Q. What should I do if I think someone has my Online Banking login information?

A. First, login to Online Banking and change your Online Banking ID and PIN immediately. From the Online Banking Home Page select the Settings Tab and follow the prompts on the Personal screen. Then contact First Bank Customer Service Representative at (601) 684-2231 between 8:30AM and 4:30PM Central Time Monday through Friday, excluding Holidays.

Q. What happens if I forget my PIN or get locked out of Online Banking PIN?

A. Our system will automatically lock out users when an incorrect PIN is entered multiple consecutive times.

We do not have access to your current PIN information.

If you are locked out, please contact a First Bank Customer Service Representative at (601) 684-2231 between 8:30AM and 4:30PM Central Time Monday through Friday, excluding Holidays.

If you have an Online Banking account without treasury management services functionality, you can click the Reset PIN Link on the Login screen. To enable this feature you must first establish a ‘PIN Reset Question’ and a ‘PIN Reset Answer’ as well as verify or update your valid email address in the ‘Personal’ section under the ‘Settings’ tab.

Q. Do I have the ability to change my email address connected to my Online Banking account?

A. Yes. From the Online Banking Home Page select the ‘Options’ Tab and then the ‘Personal’ submenu. In the ‘Modify Personal Settings’ section, under your current listed email address, enter a new email address. Next, re-enter the new email address and click Submit at the bottom of the screen.

Q. Do I have the ability to change my personal Watermark image connected to my Online Banking account?

A. Yes. From the Online Banking Home Page select the ‘Options’ Tab and then the ‘Personal’ submenu. In the ‘Modify Personal Settings’ section, click on the current Watermark picture to change. Browse through the picture options, click on your new desired picture, and click Submit at the bottom of the screen.

Q. Can I change the First Bank designated names of my account(s) to a nickname or pseudo name?

A. Yes, From the Online Banking Home Page select the ‘Options’ Tab and then the ‘Account’ submenu. Under the heading ‘New Account Pseudo Names’ enter the desired account name in the box next to the appropriate account. Reminder - For security purposes you should never use your actual account number as the account name.

Q. Can I change the order in which my accounts display in Online Banking?

A. Yes, From the Online Banking Home Page select the ‘Options’ Tab and then the ‘Account’ submenu. Click and drag the account which you would like to move up or down in the account display order. The account will highlight with a blue bar. While the account is highlighted scroll the account up or down until you reach the desired display order location. "Drop" the account in the new location. The account display order is now updated!

Q. How do I set up Online Banking Alerts?

A. You have the ability to receive alerts via email, text, and/or at login. Selecting the 'Alerts' option from the 'Options' Tab will bring up the Alerts Listing screen. To set up an Alert click on either “Edit Event Alerts”, “Add Balance Alert”, “Add Item Alert”, or “Add Personal Alert”. Select the desired alerts or enter the requested information to establish an alert, and choose Email, Text, and/or At Login and click Submit. When an alert event is triggered, you will receive an email, text and/or it will appear on the home page of your online banking account to view when you login.

  • Event Alert Options: Alerts triggered by a transaction event such as an incoming/outgoing ACH or Wire, a Positive Pay item to work, a CD has matured, a bill has paid, etc. These alerts will remain active until edited by the User.
  • Balance Alert Options: Choose per account to be alerted if a balance has gone above or below an amount you designate. These alerts will remain active until edited by the User.
  • Item Alert Options: An alert to notify you of a particular check clearing your account. These alerts will automatically delete when the activity occurs.
  • Personal Alert Options: Free form text alerts will appear on the selected date. These alerts will automatically delete after the alert has occurred.

Q. How current is the account information I access through Online Banking?

A. Account transactions are real-time and change during the day as you process various transactions. If you make a deposit with a Teller, it will be immediately reflected in First Bank Online Banking.

Q. What is the difference between current balance and available balance?

A. The current balance reflects all transactions which posted to your account by the end of the prior business day. The available balance is funds which you can use immediately. Examples of items which may affect the available balance are; holds on funds, in process transactions, sweeps, pending debit card transactions, and over-the-counter deposits.

Q. What if I open a new First Bank account and I want to access it online?

A. New accounts may not automatically appear in Online Banking. After 24-48 hours, if you do not see your new account on the system, please contact the First Bank Customer Service Representative who opened your account or call (601) 684-2231 and ask to have the account added to your profile. You must be an owner of the account to have it added to your profile.

Q. Can I view my check images online?

A. Online Banking gives you the ability to view and print your check images along with your deposits (deposit slip and items deposited) online. Just click on the check number and you will see an image of your check. You can “flip” the check to look at the reverse side for endorsement information. Check images are available online for 90 days past your last statement date.

Q. Can I make a deposit to my First Bank Account using my home or office flatbed scanner?

A. No, not at this time.

Q. Can I make a deposit to my First Bank Account using my smart phone or mobile device?

A. Yes.  On the Go Deposits is availble within the First Bank (MS) On the Go mobile application for Android, iPhone and iPad.

Q. Can I place a stop payment on a check online?

A. Yes, you can place a stop payment for a check that has not already been accepted by First Bank for processing. To place a stop payment online, log in to online banking and select the appropriate account from the Accounts tab. Click on Stop Payments from the menu header and complete the requested information, then click submit. Stop Payments become ineffective in 14 days if signed Stop Payment is not received by the Bank in that time frame and in 6 months from the date accepted if signed Stop Payment is received.

Q. What is BillShrink StatementRewards?

A. BillShrink StatementRewards provides the ability for Online Banking clients (non-Treasury Management Services) to save money by presenting tailored deals and discounts from the country’s leading retailers via their Online Banking session. Reward offerings are based upon the client’s unique spending pattern using our Debit Card or Bill Payment. Also receive customized money-saving alternatives on your gasoline, cable, and wireless bills

Q. Can I make a payment to my First Bank loan?

A. Yes, you have the ability to transfer funds from your First Bank checking or savings account(s) to your First Bank loan account to make a regular loan payment. Funds will be applied to any outstanding bills; satisfying the oldest bill first. Any remaining funds will be applied directly to principal. If no bills are outstanding, all funds will be applied directly to principal.

Q. What financial software or formats can I download to?

A. You can download transactions from First Bank Online Banking to Quicken (.QFX), QuickBooks (.QBO), Spreadsheet (.CSV) and Word Processing (.TXT).

Q. Why is there a one dollar transaction on my account?

A. Some merchants will pre-authorize a debit or credit card to ensure that it is a valid and active account, essentially placing a $1 hold on your account. The pre-authorization amount will remain until the merchant submits the actual amount of the transaction for payment and it posts to your account. Once the payment posts, the $1 pre-authorization will come off your account. This process typically takes 2-3 business days.

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eStatement FAQ's

Q. What are eStatements?

A. eStatements allow you to receive your statements and notices electronically versus through postal mail.  It is a free service offered to First Bank customers!

eStatements are secure and password protected, allow electronic recordkeeping, and reduce the risk of account information getting lost or stolen in the mail.

Q. How do I enroll?

A. First, you need User ID #, if you do not already have one assigned for access to eBanking, eBillPay, and eStatements, to begin the eStatement enrollment process.

When you have your User ID #, you will go to the Bank’s website: www.firstbankms.com , where you will login for eBanking with your User ID # and password. (You are told your password when you receive your User ID # along with other security instructions/procedures.)

 

 

 

The first time you use the site you will have to agree to the terms and conditions of online enrollment by clicking the checkbox to “ Agree”, then continue on with the process.

You will receive an email confirming your eStatement enrollment.

You will need to select from the accounts listed by placing a checkmark by the account(s) you wish to receive electronically (Notices related to the selected accounts will also be sent electronically). Be sure to “Save Your Settings”. The accounts listed will be those on which you are the primary and joint owner according to the bank’s records. If you select a joint account, other joint owner(s) will not receive an eStatement or a printed one, so please consider this selection closely.

NOTE FOR BUSINESS CUSTOMERS ONLY: Please be sure to complete the First Name and Last Name fields for the person enrolling the business along with the Business Name & Business Tax ID fields.

Q. How do I access eStatements?

A. Go to www.firstbankms.com and type in your eBanking User ID and PIN in the log in box.

Once you are in the eBanking site, you will see the eStatements tab, click on it and you will be able to view your accounts that were enrolled in eStatements.

NOTE: You will not see any previous statements for these accounts, you will have to wait for your statement or notice to generate. eStatements will keep 18 months of statements. You will be able to save these documents to your computer or other media to retain for your records.

Q. How do I un-enroll for eStatements?

A. Simply, login as you normally would for eStatements, and delete the check box that you had originally checked to begin receiving the statements electronically. Paper statements should resume with the next statement cycle.

Q. What are some of the eStatement functions?

A.

Additional Recipients

You have the ability to add additional recipients to receive your electronic documents by selecting the “Additional Recipients” option at the top of the page. You will assign them a username, PIN, and input their email address for notifications to be sent to.

NOTE: You will be completely responsible for whom you give access.

 

Change eBanking ID & Password

You can change your eBanking ID, Password, and email address by clicking the “Options” tab at the top of the screen. Then, input the changes you wish to make, and click submit.

NOTE: In order to return to the initial “Statement & Notices” screen from the “Options” screen, you must click the “Display” button at the top of the screen after you have updated your personal information.

eStatements Functions – Receiving Documents

When a statement or notice is generated an email is sent to the email address on file. You may click on the attachment or login to eBanking from the Bank’s website, then choose the eStatement tab to view your electronic document. (Be sure to save it to your computer as it is stored for 18 months on this site, then back-up your computer files to protect your records should your computer crash.)

SAMPLE EMAIL:

From: First Bank [mailto:do-not-reply@firstbankms.com]
Sent: Friday, September 25, 2009 10:29 PM
To: (Your Name)
Subject: eStatement Enrollment (xxxxyour security phrasexxxx)

Your statement is now ready to view.

The statement is stored for 18 months. You may save the document to your computer for future reference.

If you have any questions regarding your statement, please contact customer service at your local branch office or call 601.684.2231 during regular banking hours.

Adobe Acrobat Reader® version 6.0 or higher is required to open and view your statement(s)/notice(s)*. To download the latest version of Adobe Reader®, go to http://www.adobe.com/products/acrobat/readstep.html

If you have Internet Explorer 8 and have problems, you may need to set your properties to allow cookies, javascript, pop-ups, and the site as a trusted site.

 

By clicking on the link in the email, you are directed to the log-in where you enter your eBanking User ID and PIN (screen shot on the first page above).

If you have more than one account, you will go to the page for the first account listed which may not be the account statement or notice for which you received the email. In that case, you will need to click on the drop down box with your account list and select another account until you find the account with the most recent statement or notice.

The electronic document opens with Adobe allowing you to print or save the document as desired.

SAMPLE STATEMENT

 

(Actual eStatement is much clearer than above sample & very easy to read.)

Q. Who do I contact for eStatement support?

A. Call or speak to Account Service area or a member of the eBanking team at (601) 684-2231 or a Customer Service Representative in your local branch office during regular business hours.

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Treasury Management Services FAQ's

Q. What is Treasury Management Services?

A. First Bank Online Banking with Treasury Management Services provide commercial clients with all of the great features of our Online Banking with the added capabilities to originate ACH transactions (including Direct Deposit of your employee's payroll), initiate domestic and foreign wire transfers, research and reporting, and other great features. First Bank Online Banking with Treasury Management Services puts you in charge of your business accounts at your convenience 24 hours a day, 365 days a year.

Q. Can more than one user access the accounts for my business with Treasury Management Services?

A. Yes. First Bank Online Banking with Treasury Management Services provides administrative functionality that allows the designated account administrator to grant access to multiple users with customized access to specific features within your account. There is no limit to the number of users that can access your online account.

Q. Can wire transfer and ACH capabilities be setup with dual control?

A. Yes. The account administrator has the ability to restrict the capabilities of any user. With this ability dual control can be accommodated.

Q. What is the daily cut-off time for wire transfers?

A. To be included on the current day’s business, a wire transfer must be initiated by 1:00PM Central Time, M-F, excluding weekends and bank holidays.

Q. Can I initiate Foreign wire transfers?

A. Yes. From the Edit/Add submenu under the Wires menu, select "Click Here for International wire input screen" in the upper right corner of the screen.

Q. What is the daily cut-off time for ACH initiations?

A. You have the ability to initiate ACH batches until 4:00PM Central Time, M-F, excluding weekends and bank holidays.

Q. What is Positive Pay?

A. Positive Pay is a measure businesses can take to prevent and detect check fraud such as altered checks, counterfeit checks, checks from stolen stock, and valid issued checks that were stolen. Businesses upload an issued items file and as checks are presented to First Bank for payment, if they do not match the issued file they are referred back to you to decide whether to pay the questionable item.

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Bill Payment FAQ's

Q. What is Bill Payment?

A. First Bank Online Banking Bill Payment allows you to easily schedule pay your recurring or one-time only bill payments online. Payments are sent electronically or by check remittance to any business or person within the United States.

Q. Can I sign up for Bill Payment and not have Online Banking?

A. No. Bill Payment works in conjunction with Online and Mobile Banking.

Q. How many payees am I able to set up?

A. There is no limit to the number of payees you can have.

Q. When and how are payments processed?

A. There are two types of payment – ELECTRONIC and CHECK.

  • ELECTRONIC payments are processed on the date specified for payment
  • CHECK payments are printed and mailed on the date specified for payment

Allow 2-3 business days from the date specified for payment for electronic payments to reach the Payee, and 4-6 business days for payments made by check to reach the Payee.

  • Electronic Payees are vendors who accept ACH payments and are already established in our Electronic Payee database.
  • Check Payees are individuals or businesses not found in our Electronic Payee database and therefore must receive a check through the mail.

Q. Can I edit payee information?

A. For payees receiving Check Payments you may edit any of the payee information. For payees receiving an Electronic payment you can edit the account number or alias only. To edit other information, you will have to delete the payee and set them up as a new payee.

Q. Can I delete a payment?

A. You may edit or delete any payment up until midnight the day before the scheduled payment date.

Q. What will happen if I do not have enough money in my account?

A. CHECK payments are handled in the same manner as a check written out of your checkbook against an insufficient balance.

ELECTRONIC payments are verified for funds availability during processing. If the funds are available, the account that you selected for the payment will be debited and the information sent on for processing. If the funds are not available, the payment will not be processed. Each day the payment will be resubmitted for you until either you delete the payment or the funds are in the account to make the payment.

For more help on:

  • Setting up e-Notifications, Click Here
  • Scheduling a Payment, Click Here
  • Setting up Person-to-Person payments, Click Here

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Mobile Banking FAQ's

Q. Does First Bank offer Mobile Banking?

A. Yes.  The First Bank (MS) On the Go app is available for download to your Android, iPhone, and iPad devices.  First Bank's mobile banking website can be accessed from any device with a web browser that allows secure SSL traffic.  Text banking is also available on mobile devices that receive SMS text messages.

Q. What is mobile banking?

A. Mobile banking allows you to access your accounts via any mobile device that is web-enabled and allows secure SSL traffic.  Standard message and data rates may apply from your mobile service provider.  Please consult your service provider for details on specific fees and charges that may apply.

Q. How do I sign up for mobile banking?

A. Visit any First Bank location to complete an enrollment form or please contact a customer service representative at (601) 684-2231.

Q. Is there a mobile banking app for my iPhone or Android smartphone?

A. Yes.  The First Bank (MS) On the Go app is available for download to your iPad and iPhone or Android smartphone.

Q. Is there a mobile banking app for my Blackberry smartphone?

A. No.  Blackberry users that would like to access mobile banking will need to be enabled to use our mobile website.

Q. Will I be able to use the First Bank (MS) On the Go app immediately after downloading?

A. Yes.  However, you must complete the setup of your mobile settings through First Bank Online Banking.  Once these steps are complete, you should have full access to the First Bank (MS) On the Go mobile app.

Q. How do I find the First Bank (MS) On the Go mobile app?

A. From the Apple App Store or Google Play, simply search for 'First Bank (MS) On the Go' in order to successfully locate the app.

Q. What functions can I perform from my mobile device?

A. Provided that First Bank has given you access to On the Go mobile banking or the mobile website, you can:

  • View Transaction History
  • View Account Balances
  • Transfer Funds between accounts
  • Pay Bills to existing Payees
  • Make Check Deposits***
  • Manage Debit Cards
  • View alerts
  • Release ACH and wires (Treasury Management Services users only)

***Enrollment and approval required to access this service.  

Q. Can I make a deposit to my First Bank Account using my smart phone or mobile device?

A. Yes.  On the Go Deposits is availble within the First Bank (MS) On the Go mobile application for Android, iPhone and iPad.

Q. What is On the Go Deposits?

A. On the Go Deposits is a new, convenient way to deposit your check without a trip to the Bank!  With On the Go Deposits, you can now safely deposit your check electronically with your First Bank (MS) On the Go iPhone, iPad or Android app!.

Q. How do I apply for On the Go Deposits?

A. On the Go Deposits is available to qualified customers who have applied for and been approved for this service. At this time, an enrollment form must be completed at your nearest branch in order to request access for On the Go Deposits.

Q. Once I have been approved how do I begin using On the Go Deposits?

A. Once you have been notified that you have been approve follow these steps:

  • Download the latest First Bank (MS) On the Go mobile banking app from the App Store, or from Google Play Store.
  • Log into your Online Banking with your existing User ID and PIN.
  • Select Deposits, then Deposit a Check
  • Take a picture of the front & back of your endorsed check with your phone’s camera
  • Enter the check amount, select the account
  • Submit your image and information

Q. What accounts are eligible for use with On the Go Deposits?

A. Once you are enrolled in On the Go Deposits you may make mobile deposits into the First Bank account you listed on your application.

Q. Are there transaction limits with On the Go Deposits?

A. Yes, there are daily and monthly transaction limits for items and amount deposited.

Q. How will I know my deposit was processed correctly?

A. You will receive two types of notification that your deposit has been submitted. First, a pop-up message will appear confirming your transaction. You will also receive an email from OntheGoDeposits@FirstBankMS.Com confirming your transaction. Important Note: If you do not receive an email confirming your transaction, check your SPAM folder and take steps to ensure that future emails from this address are not blocked.  Check your account history to determine if your deposit successfully posted.

Q. When are the funds deposited electronically with On the Go Deposits available in my account?

A. Successfully submitting your check images with your mobile device will begin the deposit process. However, the processing time to complete the deposit may vary. If you received notification prior to 4 PM CST and your deposit is approved, First Bank will credit the depositing account for the amount of the deposit(s) on the day of receipt. All approved deposits received after 4 PM CST, will be credited to the account for the amount of the deposit(s) on the next business day. Any deposit made after 4 PM CST, Friday through Sunday will be posted and available to you the next business day.  If your deposit is declined, we will email you the notice the day the deposit was submitted.  Deposits may be subject to additional case by case or exception holds. Please refer to the Bank's Funds Availability Policy for more information.

Q. What should I do with the hard copies of my checks?

A. After successfully submitting a deposit with On the Go Deposits, we recommend you keep your check in a safe place until the deposit(s) have been confirmed. You should keep it for 10 days after deposit then destroy it. This provides sufficient time in case the original item is required for any reason.

Q. Are there limitations on checks deposited with On the Go Deposits?

A.

  • Checks must be made payable only to you. Joint checks or checks made payable to Cash must be properly endorsed.
  • Checks must be endorsed ‘Mobile Deposit Only’
  • Checks must not be altered on the front of the check in any way.
  • Checks must have an authorized signature.
  • Money Orders, Checks drawn on the US Treasury, Travelers Checks, Convenience Checks, and Cashiers’ Checks are not permitted with On the Go Deposits
  • Other limitations may apply.  Please see the Mobile Banking Agreement and Addendum to Mobile Banking Agreement – Mobile Remote Deposit Anywhere

Q. Can I turn On and Off my debit card using my smart phone or mobile device?

A. Yes.  Card Freeze is available within the First Bank (MS) On the Go mobile application for Android, iPhone and iPad.  Card Freeze allows you to deactivate your First Bank Debit Card from receiving ATM transactions and new purchases.  It also allows you to report your First Bank Debit Card lost or stolen.

Q. Can I activate my new/replacement debit card using my smart phone or mobile device?

A. Yes.  Card Freeze is availble within the First Bank (MS) On the Go mobile application for Android, iPhone and iPad.  Card Freeze allows you to activate your new/replacement First Bank Debit Card.

Q. Can I add a new Bill Payment Payee via mobile banking?

A. No.  For security reasons, you can only add payments to payees already established through your traditional internet-based online banking.

Q. What happens if I lose my mobile device or I get a new phone?

A. Since your account data is not stored on your mobile device, your information cannot be stolen.  When you replace your device, simply edit your First Bank Online Banking mobile settings and make any changes to the wireless provider and/or phone number.

Q. What if I can't get mobile device to work with First Bank Online Banking?

A. There are a number of reasons that you may experience trouble accessing the mobile version of online banking on your phone.  To use the mobile version, your phone needs to meet the following minimum requirements:

  1. Your mobile device must be web enabled
  2. Your mobile network must allow secure SSL traffic.  (You may need to contact your mobile provider to determine this.)

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Text Banking FAQ's

Q. What is mobile text banking?

A. Mobile text banking allows users to quickly send a text requesting balance or recent transaction information.  Users are able to access this information for all enrolled accounts. Standard message and data rates may apply from your mobile service provider.  Please consult your service provider for details on specific fees and charges that may apply.

Q. How do I sign up for mobile text banking?

A. Visit any First Bank location to complete an enrollment form or please contact a customer service representative at (601) 684-2231.

Q. What valid SMS Messages can be used?

A. The following keywords may be used to access account information via text:

  • HELP     Returns command references
  • BAL       Returns balance for all enrolled accounts
  • HIST      Returns last 4 transactions for all enrolled accounts
  • STOP     Disables enrollment for text mobile banking

*Note: SMS messages are not case sensitive

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Card Verifi FAQ's

Q. What does Card Verifi Fraud Verification Alerts do for me?

A. Debit card fraud has become a significant issue for financial institutions and their customers. First Bank utilizes the Card Verifi Fraud Verification System to monitor your card for potential fraudulent activity that can be costly and disruptive to your finances. If we identify a transaction that may indicate fraud, we will reach out to you to accept or reject the transaction.  If the transaction is accepted by you, your card remains active as normal.  If the transaction is denied by you, your card may become disabled to prevent further fraudulent transactions.

Q. What makes a transaction appear suspicious and generate an alert from Card Verifi?

A. Our Card Verifi Fraud Verification System encompasses multiple strategies driven by current fraud trends. We look at many variables when determining that a transaction is suspicious and potentially fraudulent (for example, dollar amount and rate of transactions, merchant type and location).

Q. How do I enroll for the Card Verifi Verification System alerts?

A. All First Bank Debit Cardholders are automatically enrolled to receive alerts of possible fraud by telephone and email. Additional enrollment is required to receive alerts by text message (Text keyword fbprotect to 47334) or click here.  In order to guarantee timely delivery of notifcations, it is very important that First Bank has your current telephone number and email address in our system.

Q. How will the Card Verifi Fraud Verification System contact me?

A. The Card Verifi system uses multiple forms of notification.  Primary methods of notification will come by telephone and email.  Text alerts are available and you must enroll your phone in order to receive them.  If you do sign up for text alerts, you will receive an email and text notification.  In order to guarantee timely delivery of notifcations, it is very important that First Bank has your current contact information in our system.

Q. How long should it take to receive a Card Verifi notification?

A. Alerts typically arrive in real-time, however, it could be received within a few minutes, but timing may vary based on your home telephone, email, or mobile phone provider.  The hours we will contact you by phone are 8:00 AM to 8:00 PM Central Time.  Email and text notifications will arrive 24/7.

Q. What can I do with email notification?

A. Email notifications are strictly informational.  Responses to possible fraudulent transactions can only be entered via telephone or text message.

Q. What valid SMS Messages can be used with Card Verifi?

A. The following keywords may be sent to 47334:

  • FBPROTECT        Enroll for Card Verifi text notifications
  • STOP                  Unsubscribe (Notifications will still be sent to telephone and email)
  • HELP                  Help with Card Verifi

*Note: SMS messages are not case sensitive

Q. I enrolled for Card Verifi text notifications. How do I know I’m enrolled?

A. After texting keyword fbprotect to 47334, Immediately after You will receive the following message: “Card Verifi. Reply STOP to cancel, HELP for help or call 601-684-2231. Msg&Data rates may apply. Msg freq is recurring & based on fraudulent activity. Thank you for enrolling in First Bank CardVerifi”

Q. Why do I receive multiple messages with Pg1/2, Pg2/2?

A. Text messages are unique in that some mobile phone carriers can only hold 160 characters per text. Some commands require multiple messages to return all of the necessary information. In some cases, you may receive these alerts out of order. Please be sure to wait and review all messages before responding.

Q. Do I have to respond to each form of notification when receiving an alert from Card Verifi?

A. No. You do not need to respond to each notification. Once you respond to one of them, your authorization, or non-authorization for that transaction will be recorded.  The hours we will contact you by phone are 8:00 AM to 8:00 PM Central Time. Email and text notifications will arrive in real-time.

Q. Why did I get a phone call at 8:00 AM when I responded to an email notification after 8:00 PM the evening before?

A. The hours we will contact you by phone are 8:00 AM to 8:00 PM Central Time.  Email and text notifications will arrive 24/7.  If you receive a text notification and responded, you may still receive the telephone notification because it went into a queue and was held until 8:00 AM. You do not need to take any action with the phone call if you have responded through the text notification.

Q. What if I don’t have text messaging?

A. You are not required to enroll for text alert notifications, however, text messaging is required to receive text messages from this service. If your mobile phone is able to send and receive text messages, but you do not currently subscribe to this service, you will need to contact your mobile phone provider to add the text messaging feature to your mobile phone plan.  Notifications from the Card Verifi Fraud Verification System can still be received by telephone and email.

Q. I don’t want calls to my home phone, and do not want to enroll in text messaging. Can I have the phone notifications come to my mobile phone number?

A. Yes. Please call us at (601) 684-2231 or visit our nearest First Bank location to request your home phone number be updated to your mobile phone number. Please note that in doing so all contact from the bank through phone will be routed to your mobile phone.

Q. If other members of my household use the same phone number for contact, how will we know who the message is for?

A. Initial telephone contact will not be specific to a certain card. The last four digits of the card that has the possible fraudulent transaction will be disclosed during the transaction verification alert via telephone.  In an effort to keep messages separate, each member of a household may want to provide their own primary number for calling purposes, such as a mobile number.

Q. Why was my transaction amount in my alert different than my actual purchase amount?

A. Some merchants pre-authorize transactions before the purchase is actually made. This is very common with pay-at-the-pump gas transactions and restaurants. Many times, the pre-authorization is for $0.00. In these instances, your Card Verifi message is showing the pre-authorization amount designated by the merchant instead of the actual transaction amount. This pre-authorization amount will not be posted to your account.

Q. What if my registered card had fraud?

A. If you confirm that your card has had a fraudulent transaction, your card may become disabled.  You can also utilize Card Freeze from within the First Bank On the Go mobile app to suspend or 'turn off' your debit card.  A representative will contact you to order a new card.

Q. What if I reject a transaction by mistake?

A. If you reject a transaction, the transaction will still occur, however, your card may become disabled from attempting any further transactions.  You will receive a text message or email stating that your card has become disabled.  You can utilize Card Freeze from within the First Bank On the Go mobile app to reactivate your debit card or call (601) 684-2231 for further assistance.

Q. Can someone at First Bank record my response to a possible fraudulent transaction?

A. Yes.  If you cannot respond to a Card Verifi alert, you can call First Bank at (601) 684-2231 to record your response with one of our representatives.  You can also call (866) 435-7172 from the phone number we have on file to record your response with our automated system.

Q. If my contact information changes, what do I need to do?

A. In order to receive alerts, please provide First Bank with your updated contact information by calling (601) 684-2231 or visit our nearest First Bank location. Once your information has been updated, you may need to re-enroll your card(s) in the Card Verifi system to receive notification by text. Your old number will no longer be enrolled once this is done.

Q. How much does it cost to use this service?

A. First Bank provides this protection service at no charge to the customer. However, standard text message and data rates assessed by your mobile carrier may apply.

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