About Secure Sign-In

What is Secure Sign-In?

Secure Sign-In provides an additional level of security to protect you from unauthorized online access to your accounts. In includes additional security that may be used to confirm your identity and also allows you to be sure you're at our secure online website before you enter your password.

There are two parts to Secure Sign-In: you (the customer), and the computer you're using when you connect. During the enrollment process, you choose and answer several challenge questions. You also tell us whether you wish to register the computer you're using. In the future, when you connect from a registered machine, we recognize you. When you connect from an unregistered machine, you must answer one of the challenge questions to confirm your identity.

During registration, you will also choose a unique picture and a secret phrase. Every time we ask for your password, we will display your picture and phrase. If you ever see a site purporting to be us, and do not see your information, then you're not at our Website.

Do I have a new Customer ID or Password?

No. Your Customer ID and Password are the same as those you used last time you signed in. The secret picture, phrase and answers you provide to the three challenge questions are separate from your Customer ID and Password sign in.

The first time you sign in, you must change your password and you should change your Customer ID. If Customer Service resets your password, you must change it the next time you sign in.

When you wish to change either your Customer ID or Password, simply click the My Profile button in the upper left after you sign in. Never write down or share your Customer ID or Password.

I just tried to log in, and I got a screen asking me to enroll into Secure Sign-In. Why do I have to enroll?

Your security online has always been one of our top concerns. New government regulations for financial institutions require additional steps to help authenticate you and to authenticate to you that you're at our secure website and not an imposter. Secure Sign-In is the new layer of protection we have introduced

I’m locked out. How do I access my account?

There are two ways you can be locked out of your account. If you forget your answers to the challenge questions or give the wrong answer too many times, then our Secure Sign-In will lock you out. If you give the wrong password too many times, then your account access will be denied. In either case, you must call our Customer Contact Center at 1.888.FC DIRECT (1.888.323.4723) and speak to a customer service representative to have your access restored.

Why did my image not appear and why was I asked my challenge question?

You will be asked a challenge question if you mistype your Customer ID, or if you connect from a machine that was not registered with Secure Sign-In by you. You may also see your challenge question if you're using a new or upgraded web browser, or if neither a cookie nor a Flash shared object could be found on your computers showing that it been registered.

What is a “cookie”? What is a Flash object?

A cookie is a piece of securely coded information that First Citizens sends to your computer when you register. Cookies include a randomly generated, unique number used as a registration identifier. Every time you log in from that same computer, your Web browser sends this cookie to us to let us know that you are using your computer.

Cookies are also used by our online banking services during your session to maintain the connection information between your computer and the bank.

Adobe Flash objects store data in much the same way that cookies do on your computer. If you have Flash installed, we can recognize your computer in the event that you erase all your cookies.

Why does this new security use “cookies” and Flash objects?

One of the ways we recognize you and your computer is by placing a cookie on your computer when you register. When you log in again, your Web browser sends us this cookie that lets us know you are using your computer. The cookie does not contain any personal information.

What if “cookies” are disabled or I erase them? How will you recognize my computer?

If you have Adobe Flash installed on your computer, we will use Flash objects to identify your computer instead of using cookies. However, you must have cookies enabled, or accept the session cookies in order to use Online Banking.

Why would I need my Secure Sign-in reset?

If you forget your secret picture and phrase or if you forget the answer to your challenge questions, then you may want to have your Secure Sign-In reset. It will not change your Customer ID or Password, but the next time you sign in, you must enroll again with Secure Sign-In.

Can I log in from multiple machines?

Yes. The first time you log in from a different machine, you’ll need to answer a challenge question. If it's a computer you use often, you may choose to register it. Then Secure Sign-In will recognize you on both machines. Never choose to register the machine when you're using a public computer.

Does this service work the same on my laptop as on my desktop at work?

Yes. But if you travel internationally, you may find that you are challenged or denied access from certain countries.

Can I use my account safely at an airport kiosk?

Yes. You will need to answer a challenge question before seeing your secret picture and phrase and being asked for your password. Never choose to register the machine when you're using a public computer.

Does my text phrase have to match the image?

No, your secret picture and secret phrase need not match. However, you need to remember them so you can always know you're at our secure Website.

What if the image presented is not the one I picked?

Never enter your password if you do not see your secret picture and secret phrase.

What if I don’t remember my image?

You must call the Customer Contact Center to have your Secure Sign-In reset. This will allow you to re-enroll the next time you sign in and pick another image.

What if I don’t remember my text phrase?

You must call the Customer Contact Center to have your Secure Sign-In reset. This will allow you to re-enroll the next time you sign in and enter another phrase.

I don’t remember my challenge questions, what do I do?

Your account will be locked after repeated failed attempts. You must call the Customer Contact Center to have your Secure Sign-In reset. This will allow you to re-enroll the next time you sign in and enter another phrase.

How do I reset my account?

After you have signed in, click the My Profile button at the upper right. Scroll to the bottom of the page and click the link to reset your Secure Sign-In information. If you cannot sign in, you must call the Customer Contact Center to have your Secure Sign-In reset.

How often do I have to change my image?

You never have to change your image; however, you can at any time from the My Profile page.

What happens if I am locked out? What should I do?

If you cannot sign in, you must call Online Banking Customer Service to have your Secure Sign-In reset.

Can my spouse and I share an account? Do we have to enroll for each of our accounts?

If you have joint accounts, you can each have Online Banking and sign in to view the accounts. Each of you will enroll separately and choose different challenge questions. You should never share your Customer ID and Password.

What if I forgot the answer to my secret question? Do I have to re-enroll?

If you cannot sign in, you must call the Customer Contact Center to have your Secure Sign-In reset.

Can I log in from multiple machines (for example, both home and work)?

Yes. The first time you log in from a machine, you’ll need to answer a challenge question and tell us whether you want to register the machine or not.

How do I change my image?

After you have signed in, click the My Profile button at the upper right. Scroll to the bottom of the page and click the link to reset your Secure Sign-In information. If you cannot sign in, you must call the Customer Contact Center to have your Secure Sign-In reset.

How do I change my phrase?

After you have signed in, click the My Profile button at the upper right. Scroll to the bottom of the page and click the link to reset your Secure Sign-In information. If you cannot sign in, you must call the Customer Contact Center to have your Secure Sign-In reset.

How do I change my challenge questions?

After you have signed in, click the My Profile button at the upper right. Scroll to the bottom of the page and click the link to reset your Secure Sign-In information. If you cannot sign in, you must call the Customer Contact Center to have your Secure Sign-In reset.

I’m locked out, but I didn’t fail any questions. Why? (I was able to log in last time.)

Someone may have typed in your user ID and answered the questions incorrectly. Usually, this is accidental and a typo on someone's part. This is why you should select a personal and unique Customer ID. In rare cases, it may be attempted fraud. Call the Customer Contact Center to have your access reset. It would be a good idea to change your Secure Sign-In and possibly your Customer ID.