Account information
Explore our interactive Digital Banking User Guide
Getting started
You can easily enroll in Digital Banking on our homepage by selecting the Enroll Now link located in the login box. You'll need an active First Citizens account to get started. If you don't have an account, you can open one online, visit your local branch or give us a call.
You can access First Citizens Digital Banking with an internet connection and a supported web browser or our mobile banking app. We recommend you use the most up-to-date versions of Microsoft Edge, Google Chrome, Mozilla Firefox or Apple Safari, but we also support the previous two major versions.
Note: Earlier versions of browsers and operating systems may still be able to access Digital Banking. However, certain features may not display or function correctly. Additional bug fixes and security enhancements may not be available on older versions.
When logging in to Digital Banking for the first time, visit our homepage and select First Time Log In from the login box. Enter the login ID you selected when you opened your account, and follow the steps to receive and enter your one-time Secure Access Code.
If you'll be using the device regularly, we recommend selecting the option to Register Device to avoid entering a temporary Secure Access Code every time you log in.
Yes. The first time you log in from a new device, you'll receive a one-time Secure Access Code. If the device you’re accessing Digital Banking from is a computer you use often and always physically control, you may choose to register it. Then, whenever you log in, you'll be recognized on the computer. Never choose to register a public device.
Each account holder should enroll individually in First Citizens Digital Banking. You should never share your login ID and password. However, both account holders will see the joint account on Digital Banking. Because the Bill Pay service is associated with an individual, both customers can use the same checking account to pay their bills but can only see pending payments they schedule individually. Once the payments post, both customers can see them in the list of posted transactions on the account.
Yes. You can easily order checks in First Citizens Digital Banking. After logging in, navigate to Service Center in the main menu and select Order Checks.
You can use our routing number finder by selecting the state where you opened your account. Routing numbers are often referred to as check routing numbers, ABA numbers or routing transit numbers, or RTNs.
You can also find your routing and account numbers in Digital Banking. Select the account you want to see, then navigate to the Details and Settings tab. Look for Routing and Account Numbers, then select Click Here to view the information for that account.
Yes. Your balances and transactions for First Citizens accounts are generally shown in real time. Balances and transaction history for non-First Citizens accounts will generally be a day behind, depending on when data is received from other banks.
Account management
To add a non-First Citizens account, log in to Digital Banking then follow the steps below.
- Select Link Account in the Manage My Money section on the homepage.
- Search for the financial institution you want to add and, when prompted, enter the login credentials for that institution.
- In some cases, you may be prompted to enter a Secure Access Code or answer a security question for that bank, depending on how they're configured.
The account will take a few minutes to load and display. While it's loading, you're free to navigate to other pages in Digital Banking. Once successfully added, it will show on your homepage.
You can use Add a Manual Account to add assets or debts you can't or don't want to add by using Link Account. You input the account information directly and update it manually as it changes over time. Follow these steps to add an account manually.
- Log in to Digital Banking.
- Select Add Manual Account on the bottom of your homepage.
- Follow the prompts to set up the account, including its description and value.
Once successfully added, the account will display on your homepage and reflect in your net worth. The account's value doesn't automatically update over time. You'll need to periodically update the value as it changes.
To delete or remove a linked account, go to Profile & Preferences, then Account Preferences. Select one of the accounts tied to the institution you want to remove and select Remove. A prompt will display notifying you that all accounts tied to that institution will be removed and will ask you to confirm.
Sometimes you may pay off a loan or close an account, and the account continues to display in Manage My Money. Alternatively, you may just want to hide an account and not see it in your profile. You can change your visibility preferences through the Details tab of each account or by navigating to Profile & Preferences, then Account Preferences. You can also choose to filter out accounts with the filter option within your Manage My Money reports.
Accounts added manually can't be hidden. They can be deleted directly from the homepage or filtered out by using the filter option.
You can sign up for paperless statements with your First Citizens checking, savings, credit card and home equity line accounts.
Alerts and notifications
You can choose to receive a variety of email and text alerts to keep tabs on your accounts, cards and profile. Just log in to Digital Banking and select Alerts to enroll in specific alerts.
Digital Banking offers several types of alerts.
- Account alerts help you keep tabs on your account balance and transactions.
- Card alerts help you keep tabs on your card balance and transactions, including credit card payment reminders, international transaction alerts and card-not-present transaction alerts.
- Online security alerts help you keep tabs on your profile so you can ensure your information stays secure. These alerts can notify you when your profile is accessed or attempts are made to access it, or when changes to your profile are made.
Secure messages and certain alerts are delivered in real time. However, there are some alerts—such as a daily balance summary and a balance over-under alert—that are sent each morning.
Yes. At the bottom of each account's alerts page, you can select Stop using all alerts to unenroll from all alerts at once.
Follow these steps to change where your alerts are delivered.
- Select the account and the alert group you want to change.
- Choose whether you want to receive alerts by text, email or both.
- Add or edit your preferred phone number, email address or both.
- Save your updated preferences.
Yes. Your contact details can be customized for each alert group. For example, you can use your personal email to receive balance alerts and your work email to receive credit and debit card alerts.
Budgeting tools
You can access Manage My Money directly from your Digital Banking homepage.
Yes. Although Manage My Money automatically categorizes transactions to help customers manage their spending and budgets, you can change categories and other transaction details. If you need to change a transaction's category, update its description or split a transaction, select the account from your accounts overview and find the Transactions tab.
- To change the category or description, expand the transaction details and select the corresponding pencil icon.
- To split a transaction, use the Options dropdown menu to the right of the transaction and select Split Transaction.
When you enroll, Manage My Money will generally display up to 90 days of transaction history and then build on your transaction history starting the day you enroll.
Not all accounts will include transaction history. For example, many mortgage loans will show the correct balance, but transaction history won't be available.
With the Spending tool, your transactions are added up into spending categories, which are presented in an easy-to-use visual Spending Wheel. Each category is represented by a color. You can drill down to see transactions in that category and explore subcategories.
The Trends tool shows your spending by category in a timeline view. It can show as little as 3 months or as much as 12 months. It can help you visualize your spending patterns by category over time and plan for unexpected or seasonal increases in spending. Examples include higher travel costs for summer vacations and increased holiday shopping.
When you find spending you want to learn more about, you can select the graph and see details by spending category, as well as by specific transactions.
The Net Worth tool shows how your total net worth changes over time and how each individual asset and liability increases or decreases. This can be used to see your periodic gains and losses by account. As you add more accounts, this tool provides a useful, detailed view of your total financial picture.
The Cash Flow tool can help you see interactions between your account balances and how they change with various cash events such as payments, utility bills and deposits. You can choose to view this in a trend line or in a calendar view that shows your daily cash flow. This can help you see when and how your monthly expenditures impact your accounts. To make it even more accurate, you can choose to Add an Event. This will automatically pull up various transactions and allow you to add them as recurring or single transactions.
The Budget tool creates budgets using your income, account categorization and spending. It can automatically generate budgets for you, or you can easily create your own budgets and sub-budgets and edit them as your spending changes.
The Debts tool can show your debt and liability accounts—including credit cards, auto loans and mortgages—to help you visualize and create a path to becoming debt-free. If available, your accounts will show the balance, annual percentage rate, when the final payment is expected to be made and what the payment is each month. If this information isn't available, you can select each account and update the information on the details page.
You can even create different payoff scenarios, including analyzing how much money you can save by paying off the highest or lowest interest rate balance or monthly payment, as well as whether you can pay extra each month.
Bill Pay and payments
Yes. First Citizens offers Bill Pay, which is secure, convenient and free. With Bill Pay, you can pay anyone in the US from any device on a single page. You can also:
- Pay a single bill or multiple bills at once, in seconds
- Set up recurring payments and reminders
- Receive bills electronically with eBills
- Receive protection in the event of unauthorized transactions or processing delays
Log in to Digital Banking and go to Payments & Transfers. Under Pay Bills, select Bill Pay. Choose the accounts you'd like to use and select Enroll in Bill Pay. When the welcome screen appears, choose Continue.
You can pay bills from any First Citizens checking account listed in your accounts in Digital Banking. When you access Bill Pay for the first time, you'll be asked to select a Pay From account to begin. If you'd like to add another checking account, select My Account within the Bill Pay service, then select Add Account from the Pay From Accounts box.
To make a payment to your First Citizens loan or credit card, navigate to the Payments & Transfers page and select Make Loan or Credit Card Payment under the Pay Bills section. You'll be prompted to select your Pay From and To account, amount and payment date. You'll also have the option to make a recurring transaction.
To stop a payment, go to Payments & Transfers. Under Pay Bills, select Bill Pay. Navigate to the Payments tab, then select Edit next to the payment you'd like to stop. Choose I would like to stop this payment and submit.
It's important to note that you can't stop an electronic payment once the item has been sent. If the payment was sent as a paper check, you can call us to place a stop payment.
Yes. To view your previous Bill Pay history, go to Payments & Transfers. Then, under the Pay Bills section, select Bill Pay. Next, go to the Payments tab and select View History located toward the bottom of the screen.
To view when a bill payment is scheduled to arrive, go to Payments & Transfers. Under Pay Bills, select Bill Pay and choose either the Calendar or Payments tab. On the Calendar tab, you can see scheduled delivery dates for your pending payments in a calendar view. On the Payments tab, pending payments are listed with their scheduled delivery dates.
From the Payments tab, you can also:
- Filter your display view by month or list
- Edit or stop a payment by selecting the payment and choosing Edit
The daily limit for electronic bill payments is $25,000. Payments that exceed this threshold will be sent via check. It's important to note that not all payees are eligible for electronic payments.
A checking account is required for Bill Pay. If it's a joint checking account, each account holder can use the same account for Bill Pay. However, each account holder should enroll in Digital Banking and Bill Pay independently—meaning both account holders can use the same checking account to pay their bills but will only see pending payments they schedule individually. Once the payments post, both customers will see them in the list of posted transactions on their account.
To add a new Pay From account, go to Payments & Transfers. Under Pay Bills, select Bill Pay. Navigate to the My Account tab, then select Add Account in the Pay From Accounts box. Enter the required information and submit the request for review.
If approved, the new Pay From account will appear as an option when using Bill Pay. It's important to note that the account must be a First Citizens checking account.
To edit or delete a payee, go to Payments & Transfers. Under Pay Bills, select Bill Pay. Next, go to the Payments tab.
To edit a payee, select the payee you'd like to edit. From the Payee Details page, select Edit Payee. From here, you can edit certain payee information. Note that address changes can take up to 2 business days to process.
To delete a payee, check the box labeled I would like to delete this payee on the Edit Payee screen.
Deleting a payee will also remove all information associated with that payee. We recommend saving all information you may need before deleting the payee.
Transfers
Log in to Digital Banking, select Payments & Transfers and then select Add external transfer accounts. Follow instructions for how to add and verify your account.
Once verified, go back to Payments & Transfers and select Transfer funds between accounts to begin transferring funds.
Go to the Payments & Transfers page and select Transfer Funds. You'll be prompted to select your pay From and To accounts, amount and transfer date. You'll also have the option to make recurring transfers by selecting the frequency dropdown. This prefills to One Time Transfer, and you can choose from a list of frequencies. Choose your preferred frequency, then select either 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. External transfers will only allow weekdays to be selected.
Note: For internal transfers, the Day of the Week defaults to Sunday unless changed. For external transfers, the Day of the Week defaults to Monday unless changed. Business accounts aren't eligible to use Transfer Funds for external transfers.
Within Digital Banking, navigate to Profile & Preferences and select Account Preferences. Scroll down to External Transfer Accounts and select the account you'd like to remove. Click the trash can icon next to Delete account, then click Delete within the confirmation window.
Once you've initiated a transfer or payment through Digital Banking, you can go to Payments & Transfers and select View Transfer Activity to view and manage your recurring transfers in the Recurring Transactions tab.
To edit a transaction, locate the transaction you'd like to edit and select the Options 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've authorized.
- To edit a single transfer, select Edit from the Actions menu under Single Transactions.
- To edit a recurring transfer, select Edit Series from the Actions menu under Recurring Transactions.
You can't edit a transfer with a processed, failed or host denied status. Additionally, business payments can't be edited or cancelled.
FICO Credit Score
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.
No. You can check your score within First Citizens Digital Banking as often as you want without negatively impacting your score.
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 noncommercial 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.
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 your score may change. FICO® Scores are calculated each time they're requested, taking into consideration the information in your credit file from a particular consumer reporting agency at that time. As the information in your credit file at that credit reporting agency changes, your FICO® Score 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 two different time periods can help identify causes for changes in FICO® Scores. Keep in mind that certain events like late payments and bankruptcy can lower your FICO® Score quickly.
First Citizens uses FICO® Score 8 and updates scores for credit card customers on a monthly basis, while all other consumer loan customers are given 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.
App features
Our app supports all iPhone® and iPad® devices with the current iOS operating system, as well as the previous two versions. Our app also supports Android™ mobile and tablet devices with the current Android operating system, as well as the previous two versions.
Note: Earlier versions of browsers and operating systems may still be able to access Digital Banking. However, certain features may not display or function correctly. Additional bug fixes and security enhancements may not be available on older versions.
Before you can enroll in mobile banking, you'll need to have an active First Citizens account. If you don't already have an account with us, you can open a new account online.
Once you have an account, you can enroll in mobile banking by downloading the First Citizens app on your smartphone or tablet. On the login screen, navigate to Sign Up and complete the prompts to enroll in mobile banking.
You can access a wealth of great features with mobile banking, including:
- Viewing your accounts and transaction history
- Accessing account statements and tax documents
- Depositing funds with Mobile Check Deposit
- Paying bills and transferring money
- Sending money to friends, family and others you trust with Zelle®
- Managing your credit or debit cards quickly and easily—you can lock and unlock a card, activate a new card, change your PIN, report upcoming travel, report a lost or stolen card, and more
- Checking FICO® Scores if you have a consumer loan, credit card or mortgage
- Setting up text and email alerts to help monitor account and card activity
With mobile banking, you'll also have access to Manage My Money℠, a powerful tool with even more features. View your complete financial picture by linking all your accounts, even those with other financial institutions. You can track spending patterns, create budgets, understand your net worth and manage expenses, all in one convenient place.
Because deposits are subject to verification, they're not available for immediate withdrawal. Funds deposited using Mobile Check Deposit will generally be available within 3 business days from the day of deposit, excluding bank holidays. Under certain circumstances, funds deposited using Mobile Check Deposit may be delayed for longer.
Our mobile check deposit will accept several check types.
Checks allowed for deposit include:
- Personal, business and government checks payable in US dollars
- Checks drawn on a US bank
- Checks payable and endorsed by the account holder
Checks NOT allowed for deposit include:
- US postal money orders and savings bonds
- Foreign or international checks
- Traveler's checks
- Money orders
- Convenience checks or checks drawn on a line of credit
Yes. You can view previous deposits by navigating to Payments and Transfers, then Manage Online Activity.
Common troubleshooting
Your session will time out when there's no activity between your browser and our website for a certain period of time. Selecting buttons or following links creates activity between your browser and our website. However, typing into a field doesn't. If there's no activity for the specified timeout period, your Digital Banking session will end and you'll have to log back in.
It's likely that the pop-up box containing your statement is being blocked by a pop-up blocker or a toolbar pop-up blocker. Make sure you've allowed pop-ups for Digital Banking in your browser settings. You can disable the pop-up blocker or add Digital Banking as an allowed site. If you still can't see your statement, please make sure you have Adobe Acrobat Reader installed on your computer.
If you enter an incorrect password too many times, your Digital Banking access will be denied. Please call the Customer Care Center at 888-FC DIRECT (888-323-4732) from 8 am to 9 pm ET Monday through Friday and from 8 am to 8 pm ET Saturday and Sunday.
If you're able to log in to Digital Banking: After you've logged in, select Profile and Preferences from the left navigation menu and then select Log In Preferences. From this page you can change your login ID, password and secure delivery method (the way you'll receive your one-time Secure Access Code). If you're in the Digital Banking app, you can also manage facial recognition, fingerprint and 4-digit PIN access.
If you're unable to log in to Digital Banking: You can change your login ID and password by selecting the Forgot ID/Password? link in our login box or by selecting the Forgot Password? or Forgot Login ID? links from the mobile app login screen. You'll need your account number, Social Security number or Tax ID, and the email address on file in Digital Banking. When changing your login ID or password, please follow these guidelines.
- Login IDs must have 6 to 14 characters.
- Your login ID can't be the same as your password.
- Passwords are case sensitive and must have 8 to 72 characters including at least one uppercase letter, one number and one special character.
If you're still unable to log in after following these steps, please contact us to reset your credentials.
Your account will be locked after repeated failed attempts. You must call the Customer Care Center to have your secure login reset. This will allow you to re-enroll next time you log in and select and answer new security questions. You can change your security questions anytime by logging in to Digital Banking, navigating to the Customer Service tab, and selecting the Update My Profile link.
There are several reasons you may need to request a Secure Access Code each time you log in.
- You may need to register your device. If you're using your personal computer or device, we recommend selecting Register Device to avoid receiving the prompt for a Secure Access Code each time you log in. Requesting your Secure Access Code by text is the quickest way to receive your code.
- Your browser is set to clear cookies each time it closes. If this is the case, it'll clear the registration and you'll have to register your device each time you log in. Check your browser settings, and make sure it'll allow cookies to be stored.
- You log in with a different browser on a registered computer. If you use multiple browsers, such as Google Chrome and Microsoft Edge, your device will need to be registered in each browser.
- You've deleted and reinstalled the mobile banking app. You'll need to re-register your device the first time you log in after reinstalling the app.
- The browser was closed prior to completing your login. Make sure you log in fully to complete registration, and don't close your browser before reaching the Accounts Overview page.
- Your antivirus software is set to clear cookies. The antivirus software installed on your device may delete cookies each time you log out of Digital Banking.
- Registrations may have been reset for all users. At times, we may reset all users' active registrations for security reasons.
To log in for the first time or to register your device, you'll need to have access to at least one of your preferred contact methods to receive a one-time Secure Access Code. If you don't have access and need immediate assistance, please call the Customer Contact Center at 888-FC DIRECT (888-323-4732) from 8 am to 9 pm ET Monday through Friday or from 8 am to 8 pm ET Saturday and Sunday. You can also visit your local branch.
There are a few reasons adding an account could fail or an account that was previously added might fail to stay connected. One of the most common issues is using incorrect login credentials for the other bank. Other common issues include the account being locked or disabled by the other bank, or having to complete additional steps at the bank's website—such as accepting new terms and conditions. If there's an issue with one of your accounts in Manage My Money, you'll be able to see and follow the prompts to correct it.
Contact your relationship manager to request a new login activation email.
