Digital Banking Helpful Tips

Your Guide to Digital Banking

Frequently Asked Questions

On the Payments & Transfers page, go to Pay Bills and click on Bill Pay.

  • If you're on your desktop, select the 'Add a Payee' button.
  • In mobile, click "Add Payee" in the Options dropdown.

Choose which type of payee you'd like to add. Click next and complete the required information. After adding your new payee, select "Preview", where you can save or edit your payee. You may be prompted to receive an activation code.

To add a new pay from account, go to Payments & Transfers and under the Pay Bills section, click on Bill Pay. Select the My Account tab, then select the Add Account link in the Pay from accounts box. Enter in the required information and click submit. The request will be reviewed. If approved, the new pay from account will appear as an option when using bill pay. It is important to note that this must be a First Citizens checking account.

Login to First Citizens Digital Banking and go to Payments & Transfers. Under the Pay Bills section, select 'Bill Pay'. Choose the accounts that you would like to use, and select Enroll in Bill Pay. A welcome screen will appear, click continue.

Yes. To view your previous bill pay history, go to Payments & Transfers and under the Pay Bills section, select 'Bill Pay'. Next, go to the 'Payments' tab and select View history located towards the bottom of the screen.

To view when a bill payment is scheduled to arrive, go to Payments & Transfers. Under the Pay Bills section, click on Bill Pay and select either the Payments or Calendar tabs. On the Payments tab, pending payments are listed with their scheduled delivery date on the right side of the page; on the Calendar tab, the Calendar view is a great way to see the scheduled delivery date for all of your pending payments.

From the Payments tab, you can:

  • Filter your display view by Month or List
  • Edit or stop a payment by selecting the payment and choosing Edit.

To change the default pay from account, go to Payments & Transfers. Under the Pay Bills section, click on Bill Pay. Select the My Account tab, then select the View accounts link in the Pay from accounts box. Select the Edit link for the account you would like to change and choose the check box labeled, "set as default pay from account". Click submit.

The daily electronic limit for bill payments is $25,000. Payments that exceed this threshold will be sent via check. It is important to note that not all payees are eligible for electronic payments.

To delete a pay from account go to Payments & Transfers. Under the Pay Bills section, click on Bill Pay. Select the My Account tab, then select the View accounts link in the Pay from accounts box. Select the Edit link for the account you would like to delete. Select Delete pay from account. It is important to note that you cannot delete the default pay from account.

First Citizens uses FICO® Score 8, and updates scores for credit card customers on a monthly basis; all other consumer loan customers are provided quarterly scores. There are different credit scores available to consumers and lenders. FICO® Scores are the credit scores used by most lenders, but different lenders (such as auto lenders and credit card lenders) may use different versions of FICO® Scores. In addition, your FICO® Score is based on credit file data from a particular consumer reporting agency at a particular point in time, so differences in your credit files between the consumer reporting agencies or by date may create differences in your FICO® Scores. When reviewing a score, take note of the date, bureau credit file source, score type, and range for that particular score. In addition, some lenders update FICO® Scores at different times, often quarterly or monthly, which can cause a difference when viewing your FICO® Score across different financial institutions.

Once you have initiated a transfer or payment through Digital Banking, you can go to Manage Online Activity on the Payments & Transfers page to view and manage your online transactions.

To edit a transaction, locate the transaction you'd like to edit and select the Actions drop down menu located in the far right column. Expand the transaction to see "Edit" or "Edit Series" which allows you to edit a single or recurring transfer that you have authorized.

  • To edit a single transfer, select "Edit" from the Actions dropdown under the Single Transactions tab.
  • To edit a recurring transfer, select "Edit Series" from the Actions dropdown under the Recurring Transactions tab.

Note: You cannot edit a transfer in processed, failed, host denied, etc. status. Business payments are not eligible for edit or cancel functionalities.

To edit or delete a payee, go to the Payments & Transfers page and under the Pay Bills section, select 'Bill Pay'. Next, go to the Payments tab.

To edit a payee, select the payee you would like to edit. From the Payee Details page, click Edit payee. You will be directed to the Edit payee screen where you can edit certain payee information.

Note: Address changes could take up to two business days to process.

To delete a payee, check the box labeled, I would like to delete this payee.

Note: Deleting a payee will also remove all information associated with that payee. We recommend that you save all information you may need before deleting the payee.

No. The FICO® Score displayed within First Citizens Digital Banking is displayed for educational purposes only. When you apply for credit at First Citizens Bank, a score specific to that credit product and application will be used. That score may or may not be the same score, type or from the same credit reporting agency as this score.

There are many reasons why your score may change. FICO® Scores are calculated each time they are requested, taking into consideration the information that is in your credit file from a particular consumer reporting agency at that time. So, as the information in your credit file at that credit reporting agency changes, your FICO® Scores can also change. Review your key score factors, which explain what factors from your credit report most affected a score. Comparing key score factors from the two different time periods can help identify causes for changes in FICO® Scores. Keep in mind that certain events such as late payments or bankruptcy can lower your FICO® Scores quickly.

FICO® Scores are the most widely used credit scores. Each FICO® Score is a three-digit number calculated from the data on your credit reports at the three major consumer reporting agencies - Equifax, Experian and TransUnion. FICO® Scores are one of many factors nearly all lenders in the U.S. consider when they make key credit decisions. Such decisions include whether to approve your credit application, what credit terms to offer you and whether to increase your credit limit once your credit account is established.

FICO® Scores are used by thousands of creditors including the largest lenders, making it the most widely used credit score.

While FICO® Scores are used in 90% of lending decisions, lenders may consider other factors when making credit decisions. Other factors lenders might use include: information you provided on your credit application, how much you earn, your regular expenses, and how you manage your credit, checking and savings accounts.

FICO® Scores can be used in other decisions, too. Your FICO® Scores may be used when you apply for a cell phone account, cable TV and utility services, for example.

Yes, from the Accounts page, click on the account that you want to hide. The "Details" tab includes a button that allows you to control the account's visibility on your profile.

No, you can check your score within First Citizens Digital Banking as often as you want, without negatively impacting your score.

Also, we'll need to add FICO® disclosure, either under each question OR a the very bottom of the page, under the other disclosures.

The FICO® Score provided to you is the FICO® Score 8 based on Equifax data, and is the same score that First Citizens Bank uses, along with other information, to manage your account.

FICO® and "The score lenders use" are registered trademarks of Fair Isaac Corporation in the United States and other countries.

FICO® Score and associated educational content are provided solely for your own non-commercial personal review, use and benefit. First Citizens Bank and Fair Isaac are not credit repair organizations as defined under federal or state law, including the Credit Repair Organizations Act. First Citizens Bank and Fair Isaac do not provide "credit repair" services or advice or assistance regarding "rebuilding" or "improving" your credit record, credit history or credit rating.

Equifax and the Equifax marks used herein are trademarks of Equifax, Inc.

The Manage Online Activity page is a summary view of your transactions initiated in Digital Banking, including checks deposited through mobile deposit. Manage Online Activity, found under 'Tools' on the Payments and Transfers page, allows you to:

  • View the status of each electronic transaction as it moves from a drafted status to approved, then processed. It does not include transactions that you make by other means, such as through the ATM, Debit or Credit Cards. In addition, bill payment history can only be seen through the Bill Payment tab.
  • Manage your online transactions in one place:
    - You can edit or cancel transactions
    - Save time by using the copy feature to duplicate an eligible transaction
    - View transactions in a series
    - Print transaction details
    - Export your transactions to an Excel spreadsheet

The Account Details page is account specific and includes two tabs. The Transactions tab is a record of your transactions from all sources that have processed and cleared that account, or that will clear that account the next processing day. This information may contain many of the same items you will see on your bank statement. The Details tab displays additional information such as your available balance, and clickable features like "Click to Manage Card" and "View Routing and Account Numbers".

Yes, to give your account a nickname, go to the Accounts page, click to expand Options on the account you want to nickname. Find the option to Nickname Account, rename it and click Save.

  • Transfer Funds: Transfer funds between your First Citizens accounts or accounts at other financial institutions
  • Zelle®: Send money to anyone with just an email address or mobile phone number (e.g., a family member or friend)
  • Bill Pay: Pay your mortgage and utility bills or make payments to other service providers
  • Pay Loan or Credit Card: The fastest way to make a payment to your First Citizens loan or credit card account
  • Pay Bank Customer: Transfer funds to a First Citizens customer who has an active Digital Banking account

To make a payment to your First Citizens loan or credit card, go to the Payments & Transfers page and under the Pay Bills section, select 'Make Loan or Credit Card Payment'. You will be prompted to select your pay From and To account, Payment type, amount, and the payment date. You will also have the option to make a recurring transaction.

Yes, Apple and Android apps support Touch ID® and 4-digit PIN login. Apple apps support Facial Recognition. To enable these features on your device, log in to the app and click on Profile and Preferences from the left navigation menu and then select Log In Preferences. Some devices may not support specific login options.

There are several possible reasons you may need to register a browser or device again, including:

  • Your browser settings are configured to delete cookies.
  • Your browser cookies for Digital Banking were removed.
  • You use a browser plugin that automatically removes browser cookies when you close the browser.
  • You log in with a different browser on the same registered computer.
  • You deleted and reinstalled the mobile banking app.
  • For security reasons, we may have reset all active registrations for all users.

We have made it easy for you to customize your view of the Accounts page to suit your personal preferences.

  • Add New Account Group – select the account you want to put into a new group, then hold and drag that account over the Inbox icon that will appear in the bottom right corner of your screen and release the account. A new section will appear titled New Group. You can continue to select and drag other accounts to drop into the newly added group. To rename the group, click on the pencil icon next to the title, edit and click on the checkmark to save.
  • Reorder Account List – select the account you want to move and hold while you drag the account to its new location. You can reorder accounts within a group, or you can drag and drop accounts into a new group or a preexisting group.
  • Edit Group Name – select the pencil icon next to the title, edit and click on the checkmark to save.

There are several reasons you may need to request a secure access code each time you login, including:

  • You may need to register your device – If you are on a private computer or device, we recommend that you select Register Device to avoid receiving the prompt to request a secure access code each time you log in.
    Helpful tip: Requesting your secure access code by text is the quickest way to receive your code.
  • Your browser settings are set to clear cookies each time the browser closes. If this is the case, it will clear the registration and you will need to follow the steps to register your device each time you log in. Check your browser settings, and make sure it will allow cookies to be stored.
  • You log in with a different browser on the same registered computer. If you use multiple browsers (Chrome, Edge, etc.), your device will need to be re-registered in each browser.
  • You deleted and reinstalled the mobile banking app. You will need to re-register your device the first time you log back in.
  • The browser was closed prior to completing your login. Make sure you log in to complete registration; do not close the browser before reaching the Accounts Overview page.
  • The anti-virus software installed on your device may delete cookies each time you log out of Digital Banking.

FICO® Scores are available to First Citizens Bank primary consumer loan and credit card customers. Consumer credit card customers have access to monthly scores. All other consumer loan customers have access to quarterly scores. Eligible products include various consumer installment loans and other personal loans, lines of credit, mortgages and credit cards. Not all loan types are currently eligible.

Go to the Payments & Transfers page and under the Pay Bills section, select the 'Payments' tab to see the list of Payees that you have created. If any of your payees are eligible for eBills, they will be listed on the right side of the screen under eBill Connect. Click on the payee to begin eBill set up. You will be prompted to enter the login credentials for the Payee (these are the same credentials you would enter if you were logging into the Payee's website). It's important to note, you must have online access to your Payee's website to set up an eBill. You will receive a confirmation that your request is in progress. Once the request is complete, the eBill status will be updated to indicate you have a bill available to view. You will be alerted when your first eBill is available. You will also continue to receive paper bills from your Payee unless you contact them to stop receiving paper statements.

Note: The first time you set up an eBill you will be required to read and accept the eBill Terms and Conditions.

To stop a payment, go to Payments & Transfers and under the Pay Bills section, click on Bill Pay. Select the Payments tab. Under the Pending tab, select edit by the payment you would like to stop. Choose I would like to stop this payment and click submit. It is important to note that you cannot stop an electronic payment once the item has been sent. If the payment was sent as a paper check, contact 888-FC DIRECT to place a stop payment.

Under Business Services, go to Manage Users. Click on the Edit User pencil icon to go to the User Details page. A business user with Manage User access can deactivate an Active user or activate a deactivated user under the "Edit Status" link at the top of the page.

Under Business Services, go to Manage Users to create additional users for your business, grant access to accounts and customize account and transaction level access, including designating the authority to initiate, approve, and cancel transactions and make mobile deposits. You can also manage users on the go with mobile and tablet banking. A fee applies for additional users.

The Mobile Authorizations feature allows your business to set users up to approve transactions on their mobile devices. This involves creating a mobile authorization code for the user, entering contact information for the user, and specifying the types of transactions eligible for mobile approvals for the user. The user will then be able to approve the specified types of transactions on their tablet or mobile phone.

When you need to add a payee, go to Bill Pay Services and select 'Business Bill Pay'.

  • If you're on your desktop, select the 'Add a Payee' button.
  • In mobile, click "Add Payee" in the Options dropdown.

Choose which type of payee you'd like to add. Click next and complete the required information. After adding your new payee, select "Preview", where you can save or edit your payee. You may be prompted to receive an activation code.

To add a new pay from account, go to Bill Pay Services and select 'Business Bill Pay'. Select the My Account tab, then select the Add Account link in the Pay from accounts box. Enter in the required information and click submit. The request will be reviewed. If approved, the new pay from account will appear as an option when using bill pay. It is important to note that this must be a First Citizens checking account.

Yes. To view your previous bill pay history, go to Bill Pay Services and select 'Business Bill Pay'. Next, go to the Payments tab and select View history located towards the bottom of the screen.

To change the default pay from account go to Bill Pay Services and select 'Business Bill Pay'. Select the My Account tab, then select the View accounts link in the Pay from accounts box. Select the Edit link for the account you would like to change and choose the check box labeled, "set as default pay from account". Click submit.

To delete a pay from account, go to Bill Pay Services and select 'Business Bill Pay'. Select the My Account tab, then select the View accounts link in the Pay from accounts box. Select the Edit link for the account you would like to delete. Select Delete pay from account. It is important to note that you cannot delete the default pay from account.

Under Bill Pay Services, select 'Business Bill Pay'. Go to the 'Payments' tab to see the list of Payees that you have created. If any of your payees are eligible for eBills, they will be listed on the right side of the screen under eBill Connect. Click on the payee to begin eBill set up. You will be prompted to enter the login credentials for the Payee (these are the same credentials you would enter if you were logging into the Payee's website). It's important to note, you must have online access to your Payee's website to set up an eBill. You will receive a confirmation that your request is in progress. Once the request is complete, the eBill status will be updated to indicate you have a bill available to view. You will be alerted when your first eBill is available. You will also continue to receive paper bills from your Payee unless you contact them to stop receiving paper statements.

Note: The first time you set up an eBill you will be required to read and accept the eBill Terms and Conditions.

To edit or delete a payee, go to Bill Pay Services and select 'Business Bill Pay'. Next, go to the Payments tab.

To edit a payee, select the payee you would like to edit. From the Payee Details page, click Edit payee. You will be directed to the Edit payee screen where you can edit certain payee information.

Note: Address changes could take up to two business days to process.

To delete a payee, check the box labeled, I would like to delete this payee.

Note: Deleting a payee will also remove all information associated with that payee. We recommend that you save all information you may need before deleting the payee.

Login to First Citizens Digital Banking for business and under Bill Pay Services, select 'Business Bill Pay'. Choose the accounts that you would like to use, and select Enroll in Bill Pay. A welcome screen will appear, click continue.

The Manage Online Activity page is a summary view of your transactions initiated in Digital Banking, including ACH, wire transactions, tax payments, and checks deposited through mobile deposit. Manage Online Activity, under the Payments and Transfers dropdown, allows you to:

  • View the status of each electronic transaction as it moves from a drafted status to approved, then processed. It does not include transactions that you make by other means, such as through the ATM, Debit or Credit Cards. In addition, bill payment history can only be seen through the Bill Payment tab.
  • Manage your online transactions in one place:
    - You can edit or cancel transactions
    - Save time by using the copy feature to duplicate an eligible transaction
    - View transactions in a series
    - Print transaction details
    - Export your transactions to an Excel spreadsheet

The Account Details page is account specific and includes two tabs. The Transactions tab is a record of your transactions from all sources that have processed and cleared that account, or that will clear that account the next processing day. This information may contain many of the same items you will see on your bank statement. The Details tab displays additional information such as your available balance, and clickable features like "Click to Manage Card" and "View Routing and Account Numbers".

To make a payment to your First Citizens loan or credit card, under the Payments and Transfers dropdown, select 'Pay Loan or Credit Card'. You will be prompted to select your pay From and To account, Payment type, amount, and the payment date. You will also have the option to make a recurring transaction.

To view when a bill payment will arrive, go to Bill Pay Services and select 'Business Bill Pay', and select the Calendar tab. The Calendar view is a great way to see the due date for all of your payments. You can:

Filter your display view by Month or List

Edit or stop a payment by selecting the payment and choosing Edit.

To stop a payment, go to Bill Pay Services and select 'Business Bill Pay', and select the Payments tab. Under the Pending tab, select edit by the payment you would like to stop. Choose I would like to stop this payment and click submit. It is important to note that you cannot stop an electronic payment once the item has been sent. If the payment was sent as a paper check, contact 888-FC DIRECT to place a stop payment.

Yes, you can change your payment type after having selected ACH Batch, ACH Payment, or Wire Transfers. Under Payments & Transfers select ACH & Payroll, and next to Payroll at the top of the page, click on 'Change Type'. It's important to understand that payment information that was originally input is not carried over when you select a different payment method.

The daily electronic limit for bill payments is $25,000. Payments that exceed this threshold will be sent via check. It is important to note that not all payees are eligible for electronic payments.

Wires can be sent to US recipients using the Routing Transit Number (RTN) for the US financial institution. You must enroll in advance for access to wire transfer services via Digital Banking. A monthly fee applies for wire module access and a per transaction fee applies to each wire transaction.

Yes, from the Accounts page, click on the account that you want to hide. The "Details" tab includes a button that allows you to control the account's visibility on your profile.

Initiation of ACH payment and payroll batches, or ACH single payments including Same Day ACH, are supported to make payments to vendors, suppliers, and individuals. ACH transactions are processed on a prefunded basis (based on available funds). You must enroll in advance for access to ACH services within Digital Banking. The initiation of ACH collection transactions are not supported. See fee schedule for details.

Yes, to give your account a nickname, go to the Accounts page, click to expand Options on the account you want to nickname. Find the option to Nickname Account, rename it and click Save.

Yes, Apple and Android apps support Touch ID® and 4-digit PIN login. Apple apps support Facial Recognition. To enable these features on your device, log in to the app and click on Profile and Preferences from the left navigation menu and then select Log In Preferences. Some devices may not support specific login options.

There are several possible reasons you may need to register a browser or device again, including:

  • Your browser settings are configured to delete cookies.
  • Your browser cookies for Digital Banking were removed.
  • You use a browser plugin that automatically removes browser cookies when you close the browser.
  • You log in with a different browser on the same registered computer.
  • You deleted and reinstalled the mobile banking app.
  • For security reasons, we may have reset all active registrations for all users.

Under the Payments and Transfers dropdown, and click on Transfer Funds. Select the From and To accounts, the amount you'd like to transfer, and then click on the frequency dropdown. This prefills to 'One Time Transfer', and you can choose from a list of different frequencies. Choose your preferred frequency and then select "Forever (Until I Cancel)" or "Until Date (Set an End Date)" under Repeat Duration.

If you want your transfer to reoccur weekly or every other week, choose a day of the week for the transfer to process under the "Day of the Week" field.

We have made it easy for you to customize your view of the Accounts page to suit your personal preferences.

  • Add New Account Group – select the account you want to put into a new group, then hold and drag that account over the Inbox icon that will appear in the bottom right corner of your screen and release the account. A new section will appear titled New Group. You can continue to select and drag other accounts to drop into the newly added group. To rename the group, click on the pencil icon next to the title, edit and click on the checkmark to save.
  • Reorder Account List – select the account you want to move and hold while you drag the account to its new location. You can reorder accounts within a group, or you can drag and drop accounts into a new group or a preexisting group.
  • Edit Group Name – select the pencil icon next to the title, edit and click on the checkmark to save.

There are several reasons you may need to request a secure access code each time you login, including:

  • You may need to register your device – If you are on a private computer or device, we recommend that you select Register Device to avoid receiving the prompt to request a secure access code each time you log in.
    Helpful tip: Requesting your secure access code by text is the quickest way to receive your code.
  • Your browser settings are set to clear cookies each time the browser closes. If this is the case, it will clear the registration and you will need to follow the steps to register your device each time you log in. Check your browser settings, and make sure it will allow cookies to be stored.
  • You log in with a different browser on the same registered computer. If you use multiple browsers (Chrome, Edge, etc.), your device will need to be re-registered in each browser.
  • You deleted and reinstalled the mobile banking app. You will need to re-register your device the first time you log back in.
  • The browser was closed prior to completing your login. Make sure you log in to complete registration; do not close the browser before reaching the Accounts Overview page.
  • The anti-virus software installed on your device may delete cookies each time you log out of Digital Banking.

You can pay both federal and state tax payments. Once the federal or state taxing entity is selected, the eligible taxes for that entity are populated. Selecting a specific tax type for the taxing entity then populates the specific entry fields required for that tax type. A per transaction fee applies to each Tax Payment transaction.

We offer ACH services including single item/external transfer as well as batch and payroll services as an optional add on for an additional fee. Please contact your local branch for more information or to apply for these services.

Under Business Services, go to Manage Users. Click on the Edit User pencil icon to go to the User Details page. Under the Actions column, a business user with Manage User access can unlock a login if the login is in "Login Locked Out" status or reset a password if the login is in an "Initial Password Expired" status.

Links to third-party websites may have a privacy policy different from First Citizens Bank and may provide less security than this website. First Citizens Bank and its affiliates are not responsible for the products, services and content on any third-party website.

First Citizens does not charge fees to download or access First Citizens Digital Banking, including the First Citizens mobile banking app or First Citizens Text Banking. Mobile carrier fees may apply for data and text message usage. Check with your carrier for more information. Fees may apply for use of certain services in First Citizens Digital Banking.

Apple, the Apple logo and Apple Pay are trademarks of Apple, Inc., registered in the US and other countries.

iPhone, Touch ID and Face ID are a registered trademark of Apple, Inc.  Apple is a trademark of Apple, Inc., registered in the US and other countries. App Store is a service mark of Apple, Inc.

Google Pay and the Google Pay logo are trademarks of Google, Inc.

Quicken and QuickBooks are registered trademarks of Intuit, Inc. First Citizens Bank is not affiliated or associated with Intuit, Inc.

FICO® and “the score lenders use” are registered trademarks of Fair Isaac Corporation in the United States and other countries.

The FICO® Score and associated educational content are provided solely for your own non-commercial personal review, use and benefit. First Citizens Bank and Fair Isaac are not credit repair organizations as defined under federal and state law.

Zelle and the Zelle related marks are wholly owned by Early Warning Services, LLC and are used herein under license.

Bank deposit products are offered by First Citizens Bank. Member FDIC and an Equal Housing Lender. icon: sys-ehl.