Find answers to some commonly asked questions

General

We're unable to accept address changes from an email. Please use one of the following methods to change your address.

  • Log in to Digital Banking and select Profile & Preferences then Profile and Contact Info
  • Call our Customer Care Center at 888-FC DIRECT (888-323-4732) between 7 am and 11 pm ET 7 days a week
  • Visit a local branch
  • Submit a written request to:
    First Citizens Bank
    Attn: Data Integrity - DAC54
    PO Box 27131
    Raleigh, NC 27611

The Federal Deposit Insurance Corporation (FDIC) is an independent agency of the United States government. The FDIC protects depositors against the loss of their insured deposits if an FDIC-insured bank or savings association fails. FDIC insurance is backed by the full faith and credit of the United States government.

First Citizens branch locations will be closed in observance of the following federal holidays.

If you need to take care of your banking during the holidays, we’ve got you covered. With our secure ATMs and Digital Banking, you can access your accounts anywhere, anytime.

If you and your family have $250,000 or less in all of your deposit accounts at the same insured bank or savings association, you do not need to worry about your insurance coverage - your deposits are fully insured. A depositor can have more than $250,000 at one insured bank or savings association and still be fully insured provided the accounts meet certain requirements. In addition, federal law provides for insurance coverage of up to $250,000 for certain retirement accounts.

To instantly calculate your coverage, use the EDIE the Estimator, created by the FDIC.

To learn more, contact the FDIC toll-free at 877-275-3342 between 8 am and 8 pm ET or visit the FDIC website.

You can also call First Citizens directly at 888-FC DIRECT (888-323-4732) between 7 am and 11 pm ET each day or visit one of our branches.

You can find your routing number by selecting the state you opened your account.

You can also find your bank account numbers on checks.

Your bank routing number is listed as the first sequence of numbers at the bottom left corner of your personal checks—typically a 9-digit number. If you have a business account, the routing number will follow the 6-digit check number at the bottom of your checks. Routing numbers are often referred to as check routing numbers, ABA numbers or routing transit numbers, or RTN. Routing numbers may vary by location where your account was opened and the type of transaction made. Have your routing number handy when reordering checks, setting up direct deposits, making electronic payments and transferring funds.

Your bank account number is listed as the second sequence of numbers at the bottom left corner of your personal checks—typically a 12-digit number. If you have a business account, the account number is also typically a 12-digit number.

Posting order allows you to make internal credit transfers to one of your accounts from another account (through ATM, Digital Banking, BOB Advantage® or through our automated phone service) and have these credit transfers applied before all other transactions posting that day.

Here's an example:

On Monday morning, Sally’s checking account has an available balance of $5. At 9 am, she makes a $75 debit card purchase at a local retailer. At 1 pm, she realizes that she doesn't have enough funds in her account to cover her morning purchase. Sally logs in to Digital Banking and transfers $100 from her savings account to her checking account.

At the end of the business day, Sally's internal credit transfer ($100 to her checking account) posts first, followed by her debit card purchase of $75. The next morning, her available balance will be $30.

Notice in the example above, Sally has opted-in to our basic overdraft service for ATM and one-time debit card transactions, and no other transactions post to her account on Monday. If Sally didn't have basic overdraft service, her $75 purchase would have been declined by the local retailer.

The best way to prevent non-sufficient funds, or NSFs, and overdrafts along with the resulting fees is to keep an accurate record of all your account activities. This helps you ensure you have enough funds available in your account to cover all of your debit transactions.

Yes. Transactions for both business and personal demand deposit accounts, such as checking and savings, post in the same order.

Credits are deposits or transfers of money into your account. Credits include cash or check deposits you make at the branch or ATM, automated clearing house, or ACH, credits such as automated payroll deposits, mobile check deposits and online banking or mobile transfers you make from another account.

Debits are withdrawals or transfers of money out of your account. Some examples of debits are writing a check, using your debit card to withdraw funds or make a purchase, or initiating an outgoing online transfer from your account.

Debits and credits, which are collectively known as items, officially post to your account during evening processing. As a result, items don't always post in the order in which the transactions occurred. Items post by transaction type or category. Within each transaction type, items post in sequential order (for example, check number) or dollar amount order (lowest to highest).

Your account's current balance is the beginning-of-the-day balance after the prior evening's posting. The available balance is the amount you have in your account that's available for immediate withdrawal or to cover debit items. The available balance represents the difference between the current balance and pending items (those items we have received but haven't posted).

Available Balance = Current Balance + Pending Credits - Pending Debits

Assuming that all example transactions below are made and received by us within the same business day, they'll post to your account in the following order:

  1. Internal credit transfers: Credit transfers you make, either online, by ATM or by our automated telephone service, from one of your accounts to another one of your accounts at First Citizens.
    For example: A transfer from your savings account to your checking account performed in Digital Banking is an internal credit transfer to your checking account.
  2. Priority debit transactions with available funds: Transactions you initiate with your ATM or debit card that First Citizens authorizes at the time of the transaction, based on your account having sufficient available funds to cover the transaction.
    For example: A department store purchase made with your debit card when adequate funds are available in your account or in your Premium Overdraft Service.
  3. Priority debit transactions without available funds: Transactions you initiate with your ATM or debit card that First Citizens authorizes at the time of the transaction, even though your account doesn't have sufficient available funds to cover the transaction.
    For example: A department store purchase made with your debit card when adequate funds aren't available in your account and the transaction is authorized using your Basic Overdraft Service. (Please note that this only applies to you if you have enrolled in our Basic Overdraft Service).
  4. Deposits and other credits: Your deposits, other credit transactions (such as ACH and wire credit transfers, teller-credited items, and ATM deposits) and credit transfers made by First Citizens (such as corrections and fee reversals).
    For example: A check or cash you deposit at the branch.
  5. Teller-cashed checks and charge-backs: Teller-cashed checks are checks you write that the payee cashes with a First Citizens associate. Charge-backs are items you deposit to your account that are subsequently returned by the paying bank and charged-back to your account.
    For example: A check written to your friend that they cash. Or a check you previously deposited that was returned by the paying bank—we must retrieve the funds from your account by way of a charge-back to your account.
  6. Debit transactions resulting from credit reversals made by First Citizens.
    For example: Double posting of a deposit. Your employer accidentally sent the ACH file for your direct deposit to First Citizens twice. As a result, you received your payroll amount as two separate credits to your account. Your employer realized the mistake and requested that First Citizens reverse the second credit to your account.
  7. Internal debit transfers: Debit transfers you make, either online, by ATM or by telephone, from one of your First Citizens accounts to another.
    For example: A transfer from your checking account to your money market account performed from an ATM. This is a debit transfer to your checking account.
  8. All other debits: Checks and other debits you initiate including ACH debits and debit card transactions that First Citizens preauthorizes for an amount not specific to your purchase. These are sometimes called pay-at-the-pump transactions.
    For example: A check written to your friend that they brought to their bank to cash. Or a gas station purchase you make at the pump using your debit card.
  9. Bank debits for fees, services and other account charges.
  10. Cash management sweeps (for select business accounts only).

Posting order is the order in which transactions (debits and credits) are applied to your account during processing at the end of a business day.

It means that the FDIC guarantees all traditional types of deposit accounts (checking, savings, money market savings and CDs) up to $250,000 per depositor and guarantees individual retirement accounts (IRAs) up to $250,000 per owner.

You're charged an insufficient funds fee (NSF) whenever you don't have enough money in your checking account to cover an expense and we have to decline the transaction or return the item unpaid.

If you're running low on checks, we've got you covered. Whether you need checks or accessories for your personal accounts, we offer a quick and simple online ordering process through our supplier, Harland Clarke.

  1. Go to Harland Clarke - Check Ordering
  2. Log in with your routing or transit number and the account number from your checking account. Don't know where to find these numbers? Don't worry, an example check is available for clarification.
  3. Choose the checks and accessories you want to purchase.

If your name or address has changed, or you haven't ordered checks in the past, please call us or visit your local branch to update your information or place your first order.

Reorder checks quickly and easily:

  • Online using our secure Digital Banking
  • Through our Customer Care Center
  • At your First Citizens branch

There are several ways to stop payment on a check, each with an associated fee. If you'd like to save money, try one of the two options below that have a lower stop-payment fee.

If neither option above is convenient, you can also stop payment on a check by calling the Customer Care Center at 888-FC DIRECT (888-323-4732) and speak with a banking representative or by visiting your local branch.

Specific fee information is found in the Disclosure of Products and Fees for Checking and Savings Accounts.

First Citizens Bank
PO Box 29514
Raleigh, NC 27626

Checking

You can find your routing number by selecting the state you opened your account.

You can also find your bank account numbers on checks.

Your bank routing number is listed as the first sequence of numbers at the bottom left corner of your personal checks—typically a 9-digit number. If you have a business account, the routing number will follow the 6-digit check number at the bottom of your checks. Routing numbers are often referred to as check routing numbers, ABA numbers or routing transit numbers, or RTN. Routing numbers may vary by location where your account was opened and the type of transaction made. Have your routing number handy when reordering checks, setting up direct deposits, making electronic payments and transferring funds.

Your bank account number is listed as the second sequence of numbers at the bottom left corner of your personal checks—typically a 12-digit number. If you have a business account, the account number is also typically a 12-digit number.

The disclosure of products and fees provides a complete list of prices and fees for First Citizens personal checking and savings accounts.

Yes. Your available balance immediately reflects your ATM and debit card deductions. However, they won't appear in your transaction history until the next business day's postings.

It means that the FDIC guarantees all traditional types of deposit accounts (checking, savings, money market savings and CDs) up to $250,000 per depositor and guarantees individual retirement accounts (IRAs) up to $250,000 per owner.

You're charged an insufficient funds fee (NSF) whenever you don't have enough money in your checking account to cover an expense and we have to decline the transaction or return the item unpaid.

You're charged an overdraft fee when you write a check or make a withdrawal for an amount that's more than the balance in your account, but we pay the transaction anyway.

If you're running low on checks, we've got you covered. Whether you need checks or accessories for your personal accounts, we offer a quick and simple online ordering process through our supplier, Harland Clarke.

  1. Go to Harland Clarke - Check Ordering
  2. Log in with your routing or transit number and the account number from your checking account. Don't know where to find these numbers? Don't worry, an example check is available for clarification.
  3. Choose the checks and accessories you want to purchase.

If your name or address has changed, or you haven't ordered checks in the past, please call us or visit your local branch to update your information or place your first order.

Reorder checks quickly and easily:

  • Online using our secure Digital Banking
  • Through our Customer Care Center
  • At your First Citizens branch

There are several ways to stop payment on a check, each with an associated fee. If you'd like to save money, try one of the two options below that have a lower stop-payment fee.

If neither option above is convenient, you can also stop payment on a check by calling the Customer Care Center at 888-FC DIRECT (888-323-4732) and speak with a banking representative or by visiting your local branch.

Specific fee information is found in the Disclosure of Products and Fees for Checking and Savings Accounts.

Together Card

You'll need to provide the First Citizens Bank routing number (varies by state in which the account is opened) and the deposit account number provided at account opening. This account number is different than your Visa® debit card number.

No. There is no limit to the number of Together Card accounts that you can have.

If a merchant authorizes a transaction for an amount greater than the available balance in the account at that time, the transaction will generally be declined. However, rare circumstances may result in the account being overdrawn from an ATM, debit card transaction or First Citizens Bill Pay. If this occurs, your account may be overdrawn, but you won't be charged an overdraft fee. A deposit must be made immediately to bring the account current.

Yes. You can access funds that are shown as available in your account. Cash deposits made at an ATM or a branch or Digital Banking transfers from your other First Citizens Bank accounts are available immediately. Funds deposited from a check at an ATM, First Citizens branch or through Mobile Check Deposit are subject to the Funds Availability Policy (see our Digital Banking Agreement for more information).

The Together Card is a deposit account and debit card that's a safer alternative to a pre-paid card. You can access funds at ATMs, point of sale terminals and all First Citizens branches and, through Digital Banking, monitoring activity is easy. The Together Card can be used to help parents facilitate responsible spending by their children as well as for other purposes such as household budgeting.

Savings

Yes. You can set up automatic deposits to any of our savings accounts

It depends on your savings goals. You can see all of our traditional savings accounts in our savings account comparison chart. If you're looking to save money for college or prepare for retirement, check out our college savings account and retirement account comparison charts. Whether you have $100 or $10,000 to save, we have an account that can help you reach your savings goals.

Yes. You can use your debit or ATM card to make deposits, transfers and withdrawals up to the regulatory limit.

Interest is compounded daily and paid monthly. Interest rates may change daily.

Credit Cards

An APR, or annual percentage rate, represents the cost of credit on a yearly basis.

No. Phone accessories other than standard battery or standard antenna provided by the manufacturer, such as cases or PopSockets®, aren't covered.

No. There’s no need to enroll. Enrollment in the program is automatic as long as you pay your monthly cell phone bill with your personal First Citizens Visa® Credit Card.

All protection is different. We recommend you review Visa's Your Guide to Card Benefits (PDF) and compare it to your current protection. Based on your needs, you can determine if it makes sense to continue paying a monthly fee for your current protection, or cancel it and use the benefit offered through First Citizens.

No. Phones that are lost or misplaced aren't covered.

The benefits administrator may choose to repair or replace your phone, or reimburse you for the current suggested retail price of a replacement cell phone of similar kind and quality. Your reimbursement will exclude taxes, delivery and transportation charges, and any fees associated with the cellphone service provider, minus your $50.00 deductible. Reimbursement typically takes about 10 business days from the receipt and approval of the claim form and all the required documents.

To submit a cell phone protection claim, you’ll need to provide documents to prove that you purchased your phone, like an original store receipt, as well as proof that you paid your monthly bill with your First Citizens credit card. If your phone was stolen, you’ll need to provide a police report. You may be required to submit additional documents. Please see Visa's Your Guide to Benefits (PDF) for full details.

If you see a suspicious charge, call the number on the back of your card and select the Report Fraud option. That number is 800-543-9000.

Yes. You can access your First Citizens credit card information online through Digital Banking. You can view your current account status and review 6 months' worth of transaction history. You can also access account information and view recent transactions in Mobile & Tablet Banking.

When you pay your First Citizens credit card bill online from a First Citizens account, any payment funds transferred before 9 pm ET (even on weekends and holidays) are credited the same day. Your updated account balance and availability of funds could take 2 business days. When you pay your First Citizens credit card bill online from a non-First Citizens checking or savings account, the payment will be requested within 24 hours after you submit the payment online.

It's easy. We provide several convenient payment options:

  • Use Digital Banking or Mobile & Tablet Banking to transfer money from another First Citizens account to your credit card account
  • Call 888-FC DIRECT (888-323-4732) to make a payment over the phone
  • Drop off your payment at your local branch
  • Send your payment to:
    First Citizens Bank
    PO Box 63001
    Charlotte, NC 28263-3001

Contact the First Citizens Rewards® Center at 866-645-1694. Customer Service Representatives are available 7 days a week from 7 am to 11 pm ET. You may also access your account at FirstCitizensRewards.com.

First Citizens Rewards® consumer cardholders who have a credit line of $5,000 or more, are automatically upgraded to Visa® Signature status and have access to enhanced benefits.

Home Equity

Your home’s equity can be calculated by subtracting any outstanding mortgage balance(s) from the market value of the property. For example, if the appraised value of your home is $250,000 and the principal balance remaining on your mortgage is $150,000, then your home equity is $100,000. This is the portion of your home that you own.

There are several options available to you as you near the end of draw period on your EquityLine. For more information, please see our Home Equity Line of Credit End of Draw Options.

You should be able to access your EquityLine account normally within 3 business days after your closing.

Lenders usually will set a maximum loan-to-value, or LTV, ratio limit for how much they will allow customers to borrow. To calculate how much, you must know these three things:

  • Your home’s value
  • All outstanding mortgages on the property
  • Your lender’s maximum LTV limit

Simply multiply the home’s value by the LTV and then subtract the outstanding mortgage amount.

Interest you pay on a loan secured by your primary residence may be tax deductible. You should always consult an accountant or tax advisor to determine if this applies.

There are a few key differences between a home equity loan and a line of credit, including:

  • Interest rate: Home equity loans offer a fixed rate for the life of the loan or with a balloon payment dependent upon the loan term. Home equity lines of credit typically offer a variable interest rate option.
  • Access to funds: A home equity loan provides you the money in an upfront lump sum and you repay over a defined period of time. On the other hand, a line of credit gives you ongoing access to your available credit. As you repay the balance during the draw period, those funds are made available for you to use again.
  • Payment options: Most often, a home equity loan will have fixed payments for the entire term of the loan while a line of credit offers flexible payment options based on the current balance of the loan during the draw period.

You'll need to complete an application with the following information:

  • Name
  • Property address
  • Photo ID (drivers license or passport)
  • Employment and income information
  • Current mortgage details
  • Amount you wish to borrow

After we have reviewed your credit application in accordance with our normal credit approval processes, we will determine if you qualify for an EquityLine or EquityLoan.

Mortgage

Lenders usually will set a maximum loan-to-value, or LTV, ratio limit for how much they will allow customers to borrow. To calculate how much, you must know these three things:

  • Your home’s value
  • All outstanding mortgages on the property
  • Your lender’s maximum LTV limit

Simply multiply the home’s value by the LTV and then subtract the outstanding mortgage amount.

With an adjustable-rate mortgage (ARM), the lower rates at the beginning of the term usually allow you to keep more cash on hand each month—cash that you can use for savings or other expenses. Plus, we monitor the mortgage industry to make sure you get the best terms available. Locking in the best rate, early in the process, is the key to making an ARM work for you. Interest rate ceilings and specified adjustment dates over the life of the loan further protect you from fluctuating rates in unpredictable times.

Choosing the right mortgage is just as important as choosing the right house. That's why we offer a variety of products, each with different features and advantages. Plus, our dedicated team of mortgage bankers is here to help you find the right loan for where you are in your life.

When you apply for a mortgage loan, the lender will pull your credit score. Your credit score measures your credit risk relative to the rest of consumers, based on your credit usage history. Higher credit risk scores can mean lower rates and better loan terms.

When you receive a mortgage loan, you’ll also receive an escrow account. The lender will deposit part of your monthly mortgage payment into this escrow account. That payment covers taxes and insurance premiums that are typically assessed annually, but with a mortgage are paid monthly so that the lender can reduce the risk that you’ll fall behind on your obligations.

A mortgage loan payment is made up of two things—a payment toward the principal amount, and a payment toward the interest. Paying these two things off in equal installments over a set time period is called mortgage amortization. When you first start paying off your mortgage, most of the payment is applied to the interest. Over time, your principal payments catch up until your loan is paid off.

Fixed-rate mortgages offer simplicity and stability. With this type of loan, your principal and interest payments are guaranteed to remain the same for the duration of your loan, regardless of the number of years involved. In addition, a fixed-rate mortgage allows you to use funds other than your own (such as gifts, grants or a secured loan) for the down payment and closing costs, including prepaid costs.

Yes. You'll just need to enroll in Online Bill Pay. You can also have your payments drafted each month from your checking or savings account.

Vehicle Insurance

In most cases, yes, as long as they have the permission or reasonable belief from the insured that they can use the vehicle. The insured is the person named on the insurance policy and their spouse, if applicable.

There are some exclusions, so you would need to look at your particular insurance policy to make sure. Remember, everyone in your household must be listed on your insurance policy if they have a license. For example, if a girlfriend you live with uses your car, she may not be covered if you didn't list her on your insurance policy. On the other hand, if you live separately, she could use your car with your permission and be covered.

The title is sent out 10 business days after the loan is paid in full.

Many companies won't insure you if you live with a relative who has a poor driving record. If your teenager has a poor driving record, you may have trouble getting a preferred rate because they're defined as an insured under your policy.

Some companies will exclude that person by name from the insurance policy. Many companies won't insure anyone in the family unless every driver in the household meets their requirements.

Collision coverage is when you have a collision with something like another car. Comprehensive coverage is when it's anything else other than a collision—such as damage from road debris, fire or theft. Most people would have both coverages when using their car on a regular basis. Sometimes when someone is just storing a car, they may only keep comprehensive coverage since they aren't using it on the road therefore, it's unlikely to be in a collision.

The premium you pay is a direct reflection of your driving record for the past 3 to 5 years depending on the insurance company. Insurance companies order driving records from the DMV of your residence state and from other states where you've been licensed. Statistics show that drivers with tickets or accidents are more likely to have additional accidents than drivers with clean records.

Sometimes the value of a car is less than the balance on your car loan. There can be several reasons for this. Interest rate changes may have increased the amount of your loan. Rebates may not have been applied to the purchase price, or poor maintenance of the auto may have reduced its value. The insurance company bases its payments on the actual cash value (ACV) of the car, not the amount of your loan. In some states you may be able to purchase a special type of insurance, known as guaranteed auto protection (GAP), when you buy a car. GAP insurance covers the difference between the ACV and your loan balance.

It's generally agreed among insurance professionals that the state minimum policy limits aren't enough. In many cases limits of "100/300/100" are appropriate. In others "250/500/250" may make more sense. This means:

  • $100,000 ($250,000) per person for bodily injury
  • $300,000 ($500,000) per accident for bodily injury
  • $100,000 ($250,000) per accident for property damage

The limits most appropriate for you will depend on a number of factors. Because in most areas medical treatment runs within a certain cost range, the limit for covering property damage is the one you may want to take into account.

If you live in an area where you feel that even a common accident, that was your fault, would generate property damage of more than $100,000, you may want to consider higher limits. Remember, property damage is the value of the other person's car plus any other property damaged during the accident if you're at fault.

In most cases, yes. Automobile insurance policies require every licensed person in your household to be listed on your insurance policy unless they have a completely separate policy of their own. This includes a teenager who just received their license or a college student who still uses your address as their residence or visits regularly on weekends or vacations.

Most auto insurance policies pay the actual cash value (ACV) of a vehicle totaled in an accident. The ACV is equal to the market value of an auto immediately before the accident.

Insurers must use a fair and reasonable method to determine the value of your car. If you have concerns about their decision, you may be able to negotiate with your insurer by telling them why your car may have had more value than what the insurance company originally determined.

Property Insurance

Most homeowners insurance policies cover a wide range of items but often they don't cover everything one has. This void in coverage is usually due to the policy owner assuming that every item they have will be covered. They fail to let the insurance agent know of specialty items and specialty coverage they may need or be interested in. A homeowner can add extra coverage to their policy and should inquire with their insurance agent to do so. Some of the most common extra coverage is:

  • Fine jewelry and collectibles
  • Home office equipment and home businesses
  • Identity theft
  • Excess liability (umbrella)
  • Flood

Flood damage isn't covered by most homeowner policies. We can provide a separate policy through the National Flood Insurance Program insurance company.

You'll need enough insurance to cover the cost to rebuild your home at current construction costs. This amount doesn't include the cost of the land and isn't related to the price you paid for your home, current market value, tax value or loan amount. The cost of rebuilding your home could be more or less than the price you paid or could sell it for today due to the change in construction costs. We can assist you in determining how much it would cost to rebuild your home by completing a cost estimator.

Some factors considered are:

  • Local construction costs
  • The square footage of the structure
  • The type of exterior wall construction—frame, masonry (brick or stone) or veneer
  • The style of the house (ranch, colonial)
  • The number of bathrooms and other rooms
  • The type of roof and materials used
  • Other structures on the premises such as garages, sheds
  • Fireplaces, exterior trim and other special features like arched windows
  • Whether the house, or parts of it like the kitchen, was custom built
  • Improvement to your home—adding a second bathroom, enlarging the kitchen or other additions that have added value to your home

When shopping for a homeowners insurance policy, you may not end up with the best coverage if you only shop by comparing prices and not by comparing coverage. Your home is one of the most important purchases you'll make. Take the time to understand your insurance before you purchase it. It's one of the best decisions you make for yourself and your family.

Replacement-cost coverage pays to replace your home and belongings with materials of like kind and quality at current prices. Actual cash-value policies reimburse the depreciated value.

Most homeowner policies have dollar limits on certain types of belongings. Generally, these limits are on silverware, guns, jewelry, watches, furs and computers. The limits usually cover losses of the average person. Talk to your agent or insurance company about increasing these limits to meet your individual needs.

Generally, insurance policies exclude damage caused by seepage, dry rot or vermin (animal pests). This is because these problems are usually the result of poor maintenance, not a sudden and accidental event.

Digital Banking/Overview

Your Digital Banking app should work outside of the US as long as your mobile service provider has internet service in the country you are visiting. However, First Citizens makes no guarantees about international coverage or availability. Check with your carrier for more information about international service coverage, roaming charges, Internet access, and message and data charges.

You'll get immediate access to begin using Digital Banking once your enrollment is complete.

You can sign up for paperless statements with your First Citizens checking, savings, credit card and home equity line accounts.

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.

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.

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 may 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.

To log in for the first time or 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) daily from 7 am to 11 pm ET or visit your local branch.

The Online Activity Center contains all transactions initiated in Digital Banking, including checks deposited through mobile deposit. But you won't see transactions you make elsewhere, such as ATM withdrawals or debit card transactions. The Online Activity Center also shows the status of each electronic transaction as it moves from a drafted status to approved then processed. You can cancel pending transactions from this page.

The Account Details page is a record of processed and cleared transactions against your account from all sources. This may contain many of the same items that you will see on your bank statement. The Account Details page doesn't include transactions that have been drafted, approved or canceled in Digital Banking, only those that have already cleared or that will clear your account the next processing day.

It is likely that the pop-up box is being blocked by a pop-up blocker or a toolbar pop-up blocker. Make sure you have 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 cannot see your e.statement, please make sure you have Adobe installed on your computer. Click here for help installing Adobe.

Yes. You can access your personal accounts are through Digital Banking, including the mobile and tablet apps, if they are tied to your Digital Banking profile.

Generally, yes. Your transaction history and balances for your First Citizens accounts are real-time. Balances and history for non-First Citizens accounts that have been added may be 1 to 2 business days behind due to how the data is made available from that bank.

There are several  reasons you may need to register a browser or device again. Your browser settings could be configured to delete cookies or and browser cookies for Digital Banking may have been removed. You may use a browser plugin that automatically removes browser cookies when you close the browser. Or, you may have logged in with a different browser on the same registered computer. You'll also be asked to re-register your device if you've deleted and reinstalled the mobile banking app. If none of these situations apply, we may have reset all active registrations for all users for security reasons.

After you have logged in, select Profile and Preferences from the left navigation menu and then select Login Preferences. From this page you can reset your login ID, password and secure delivery method (the way you'll receive your one-time secure access code). If you are in the Digital Banking app, you can also manage fingerprint and 4-digit PIN access. If you can't log in, you'll have to call the Customer Care Center to have your secure login reset.

Your session will time out when there's no activity between your browser and our website for a certain period of time. Clicking on 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.

Yes. You can update your phone number, email address and mailing address within Profile and Preferences. From the left navigation menu select Profile and Preferences, then select Profile and Contact Info.

Digital Banking/Mobile Banking

Open your Google Pay app and tap Cards. Tap the card you want to make your default and tap Set as default.

First Citizens doesn't charge fees to download or use the app on your mobile phone or tablet. There may be a fee for using services in Digital Banking. And your mobile carrier may charge you for data and text message usage. Check with your carrier for more information.

Yes. You'll be able to view the front and back images of your checks. Click on your account name from the Account tab or the homepage, then click on the check number to view the image. Images of the deposit slip are available as well by clicking on the link in the deposit transaction detail.

First Citizens Mobile Check Deposit will accept several check types.

You can deposit:

  • Personal, business and government checks payable in US dollars
  • Checks drawn on a US bank
  • Checks payable and endorsed by the account holder

You can't deposit:

  • 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

For full details, please refer to the Personal Digital Banking Agreement.

Funds deposited using Mobile Check Deposit will generally be made available within 3 business days from the day of deposit. However, availability of funds deposited may be delayed for a longer period under certain circumstances. Deposits received and accepted by 9 pm ET on a business day we are open is considered to be received that day. Deposits received after 9 pm ET will be received on the next business day.

Deposits are subject to verification and will not be available for immediate withdrawal. Deposits made using Mobile Check Deposit are not subject to the funds availability requirements of Regulation CC.

All checks should be properly endorsed prior to deposit.

Yes. The Apple and Android mobile and tablet apps support 4-digit PIN login and fingerprint login. To enable them on your device, log in to the app and select Profile and Preferences from the left navigation menu. Then select Log In Preferences.

The maximum deposit limit for consumers is $5,000 daily and $15,000 monthly.

Our app supports all iPhone®, iPad® and iPod® Touch devices with operating system iOS 8 or later and Android™ mobile and tablet devices with an operating system of 5.0.1 or later.

Once the check has been deposited successfully, you should keep the check in a safe place for 30 days. Once the deposit has been verified and the 30 days has passed,  mark the check Void and destroy it.

Previous deposits and status are available from the Manage Online Activity page under the Payments and Transfers navigation menu.

To remove the secure device registration from a computer browser, delete all internet browser cookies. See your browser help for information about deleting cookies. On a tablet or mobile phone, the registration information is automatically uninstalled when you delete the mobile banking app.

Digital Banking/Payments and Transfers

You can find account and routing numbers for accounts with other institutions at the bottom of your checks from that bank. When adding an external account in Digital Banking, there are instructions, including a visual of a check pointing out your routing and account number. If you don't have a check from the external account you're looking to add, contact that bank to get the information you need.

eBills are electronic versions of paper bills delivered directly to your bill pay account. You must sign up separately to receive eBills from available payees. Once enrolled in eBills, you'll receive electronic notifications when your eBills have been received and are available for payment.

The bill payment system determines which payments are processed electronically and which are processed as a check. If electronic payment isn't accepted for a specific payment, a check is cut and mailed to the address you provided. You can generally tell if the payment will be sent electronically or by check by the next available payment date.

You can pay bills from any First Citizens checking account listed on your Accounts page within Digital Banking. When you access Bill Pay for the first time, you will be asked to select a Pay From Account to begin. If you would like to add another checking account to the service, select My Account within the Bill Pay service, then select Add Account from the Pay From accounts box.

First Citizens Bill Pay is secure, convenient and free. With Bill Pay, you can pay anyone in the United States 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
  • Save time and money by not having to buy stamps and physically mail payments

You can set up payments for the date the money needs to arrive and processing will start before that date. You should select a payment date that's no later than the date you want the payee to receive your payment. If your payment due date falls on a non-business day, you should select a payment date that is at least 1 business day before the payment due date.

Some payees require payments to be received before a certain time of the day (such as 2 pm) on the payment due date. In those cases, the payment date you select should be at least 1 business day before the payment due date. The payment date you enter in your payment instructions should also be prior to any late date or grace period. Payments can't be set up to pay on weekends, major holidays when First Citizens is closed or more than 12 months in advance.

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.

Yes. You can transfer money instantly to another First Citizens customer as long as they are also a Digital Banking customer. Select Payments and Transfers from the left navigation menu, then select Pay Bank Customer. You'll need to have the recipient's account type, email address associated with their Digital Banking account and last four digits of their account number. Once the account is linked, it will appear under transfer funds as an account you can make transfers to.

You can transfer money to your First Citizens checking accounts, savings accounts, money market accounts, credit cards, consumer loans and lines of credit. A transfer to your First Citizens credit card is credited the same day. Your transfer could take 3 to 4 business days to post to your credit card account.

You can transfer from any of your checking, savings, equity line or money market accounts.

Yes. You just need to set up the external account within Digital Banking. You'll need the routing and account numbers for the account you want to add. In the left navigation menu in Digital Banking under Payments and Transfers, select Add External Account and type in this information. We'll transfer two micro-deposits into the account.

To finish verifying the account, you'll need to report back on the amounts of those transfers. To do so, select the Verify New Account link in Digital Banking. It can take up to 3 days for the micro-deposits to appear in the other financial institution's account. Once the account has been verified in First Citizens Digital Banking, the external account will show in the To section of Transfer Funds going forward. Fees apply to sending funds to an external account, but there's no charge for incoming external transfers.

Digital Banking/Quicken and Quickbooks

Quicken and QuickBooks are examples of financial management software. You can use Digital Banking to download your transactions to this software to manage your finances.

If you need technical assistance or help getting started with your software or downloading transactions, please visit the Quicken or QuickBooks websites.

Before you begin using Quicken or QuickBooks websites:

To save the Quicken Web Connect data to your computer, do the following:

  • From within Quicken, click Edit then Preferences.
  • Next, select Quicken Program, then click the “Web Connect” option.
  • Check the box that reads “Give me the option of saving to a file whenever I download Web Connect data” and click OK.
  1. Open your Quicken software.
  2. Select the account you wish to access with Web Connect (checking, savings, etc.).
  3. Click the Overview tab, located above the Register.
  4. Under the Account Attributes section, click and select Change Online Services.
  5. The Financial Institution name, located just above “Transaction Download”, must reflect “First Citizens Bank, Web Connect” to function properly. If the Financial Institution name does NOT reflect this name, click and select “Deactivate” in the Transaction Download option.
  6. Once Transaction Download is deactivated, click the General Information tab at the top of the screen.
  7. Under the “Financial Institution” box, double click to view a list of all banks that are compatible with Quickens online services. Click and select the Institution “First Citizens Bank, Web Connect”.
    NOTE: If you are unable to locate “First Citizens Bank, Web Connect” in the list, click and select the One Step Update option. This option can be found under the Online menu, or simply by clicking the Update symbol next to the Back button. Uncheck all of the options under One Step Update, then select Update Now. This will update your Quicken software, which will also update your Financial Institution list to reflect the “First Citizens Bank, Web Connect” option.
  8. Click back onto the Online Services tab.
  9. Under the Transaction Download option, click the Activate button.
  10. You'll then be directed to the First Citizens website, along with instructions on how to use Web Connect. Log into Digital Banking and attempt to download your transactions.
  11. Once the transactions are downloaded, go back to your Quicken register. The downloaded transactions will be located just below your register.
  12. Click Accept All to add any or all of the downloaded transactions to your register.

Digital Banking/Security and Alerts

Nothing prevents you from logging in to Digital Banking from an airport kiosk, a public library computer, a hotel lobby computer or any other public device, but those devices are at high risk of being modified by criminals to steal your user ID, password and security question answers. Features like Bill Pay can even be abused by criminal software to steal money while your are logged in without you knowing. If you can wait until you have access to a private device, please wait until then.

Alternatively, we offer mobile banking, which would be safer than using a public device.

Alerts can help you manage your money and stay in touch with your accounts any time through email or text message. Some security alerts are required and will keep you informed about changes to your online profile. Other alerts are optional and will notify you about specific activity occurring on your accounts, such as:

  • Online Security Alerts to notify you in the case of certain activity on your Digital Banking profile.
  • Account Alerts to notify you when certain transactions occur in your checking and savings accounts.
  • Card Alerts to notify you about your debit and credit card activity.

To set up your alerts, select Alerts from the left navigation menu, then Account Alerts, Online Security Alerts or Card Alerts. On each of these pages, customize the alerts and how you want to be notified.

You can change your login ID and your password by selecting Forgot ID/Password? link in our login box. When changing your login ID or password, please follow these guidelines.

  • Login IDs must be 6 to 14 characters.
  • Your login ID can't be the same as your password.
  • Passwords are case sensitive and must be between 8 to 14 characters long, and must include at least one uppercase letter, one number and one special character.

If you've forgotten your user ID and your password, call our Customer Care Center to have your credentials reset.

The most common reason for getting locked out of Digital Banking is typing an incorrect password. This usually happens when the caps lock is accidentally enabled. Your password is case sensitive. If you know you're typing in your password correctly and in the right case, you'll want to check the version of your browser. More than likely the browser you're using is not a current version, and you'll need to upgrade. If you're locked out, please use the Forgot ID/Password link or contact a Digital Banking representative to reset your password.

If you enter the wrong password too many times, your Digital Banking access will be denied. Please call the Customer Care Center at 888-FC DIRECT (888-323-4732) daily from 7 am to 11 pm ET.

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. The first time you log in from a new device, you'll need to answer a security question. If it's a computer you use often and always physically control, you may choose to register it. Then your secure login will recognize you on both computers. Never choose to register a public device.

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 into Digital Banking, going to the Customer Service tab, and clicking the Update My Profile link.

After you have logged in, click the Customer Service tab and then the Update My Profile link. From this page you can reset your user ID, password and security questions. If you can't log in, you can call the Customer Care Center to have your secure login reset.

Secure login protects you from unauthorized online access to your accounts. It includes security layers 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.

A secure message is a correspondence between you and First Citizens Bank through the Message Center section of Digital Banking. You can send us a message if you have a question, encounter an issue or have general feedback and a representative will respond within 2 business days.

Yes. Security alerts are event-driven and are sent in real time.

Several things influence your connection speed. Your computer and Internet connection are just part of the equation. When you connect to the bank there is an additional process of setting up security and authenticating your identity. The various levels of security involved influence this process. Once you are authenticated, we pull in your account information. Since we return information about all your accounts, the process may take a little longer than just asking for details on a single account.

To get the fastest speed possible, make sure you have a good Internet connection. Check with your Internet service provider to see if they have recommendations for faster connections.

Digital Banking/Zelle

You can only cancel a payment if the person you sent money to hasn't yet enrolled with Zelle. To check whether the payment is still pending because the recipient hasn't yet enrolled, you can go to your activity page, choose the payment you want to cancel, and then select "Cancel This Payment."

If the person you sent money to has already enrolled with Zelle, the money is sent directly to their bank account and cannot be canceled. This is why it's important to only send money to people you trust, and always ensure you've used the correct email address or US mobile number when sending money.

If you sent money to the wrong person, we recommend contacting the recipient and requesting the money back. Still having trouble? Please give the First Citizens Bank customer support team a call at 877-206-3818 or get in touch through our support page.

Yes. You can change or cancel your next scheduled payment any time before the send date. If you wish to edit the next scheduled payment, you can update the send date, amount, subject line and personal message without affecting future payments. You can also edit or cancel the entire recurring payment plan at any time.

Your email address or US mobile phone number may already be enrolled with Zelle at another bank or credit union. Call our customer support team and ask them to move your email address or US mobile phone number to First Citizens Bank so you can use it for Zelle.

Once customer support moves your email address or US mobile phone number, it will be connected to your First Citizens account so you can start sending and receiving money with Zelle through First Citizens Digital Banking. Please call First Citizens Bank customer support toll-free at 877-206-3818 for help.

First Citizens Bank does not charge any fees to use Zelle.

It's easy. Zelle is already available within First Citizens Digital Banking. Sign in to Digital Banking and follow a few simple steps to enroll with Zelle today.

When you enroll with Zelle within First Citizens Digital Banking; your name, the name of your bank, and the email address or US mobile number you enrolled is shared with Zelle (no sensitive account details are shared–those stay with First Citizens). When someone sends money to your enrolled email address or US mobile number, Zelle looks up the email address or mobile number in its "directory" and notifies First Citizens of the incoming payment. First Citizens then directs the payment into your bank account, all while keeping your sensitive account details private.

Yes. They will receive a notification through email or text message.

You can find a full list of participating banks and credit unions live with Zelle.

If your recipient's bank isn't on the list, don't worry! The list of participating financial institutions is always growing, and your recipient can still use Zelle by downloading the Zelle app for Android and iOS.

To enroll with the Zelle app, your recipient will enter their basic contact information, an email address and US mobile number, and a Visa® or Mastercard® debit card with a US based account (does not include US territories). Zelle does not accept debit cards associated with international deposit accounts or any credit cards.

If you don't know the person, or aren't sure you will get what you paid for (for example, items bought from an online bidding or sales site), you shouldn't use Zelle for these types of transactions.

These transactions are potentially high risk (just like sending cash to a person you don't know is high risk). Neither First Citizens Bank nor Zelle offers a protection program for any authorized payments made with Zelle—for example, if you don't receive the item you paid for or the item isn't as described or as you expected.

If you have already enrolled with Zelle, you do not need to take any further action. The money will move directly into your bank account, typically within minutes.

If you have not yet enrolled with Zelle, follow these steps:

  1. Select the link provided in the payment notification you received through email or text message.
  2. Select First Citizens Bank.
  3. Follow the instructions provided on the page to enroll and receive your payment. Pay attention to the email address or US mobile number where you received the payment notification. You should enroll with Zelle using that email address or US mobile number to ensure you receive your money.

Keeping your money and information safe is a top priority for First Citizens Bank. When you use Zelle within our mobile app or online banking, your information is protected with the same technology we use to keep your bank account safe.

You can send money to friends, family and others you trust.

Since money is sent directly from your bank account to another person's bank account within minutes, it's important to only send money to people you trust, and always ensure you've used the correct email address or US mobile number.

Money sent with Zelle is typically available to an enrolled recipient within minutes.

If you send money to someone who isn't enrolled with Zelle, they will receive a notification prompting them to enroll. After enrollment, the money will move directly to your recipient's account, typically within minutes.

If your payment is pending, we recommend confirming that the person you sent money to has enrolled with Zelle and that you entered the correct email address or US mobile phone number.

If you're waiting to receive money, you should check to see if you've received a payment notification via email or text message. If you haven't received a payment notification, we recommend following up with the sender to confirm they entered the correct email address or US mobile phone number.

Still having trouble? Please give the First Citizens Bank customer support team a call at 877-206-3818 or get in touch through our support page.

Zelle is a great way to send money to family, friends and people you are familiar with such as your personal trainer, babysitter or neighbor.

Since money is sent directly from your bank account to another person's bank account within minutes, Zelle should only be used to send money to friends, family and others you trust.

Neither First Citizens Bank nor Zelle offers a protection program for any authorized payments made with Zelle. For example, if you don't receive the item you paid for or the item isn't as described or as you expected.

In order to use Zelle, the sender and recipient's bank accounts must be based in the US.

You can send, request, or receive money with Zelle. To get started, log into First Citizens Digital Banking and select "Send Money with Zelle®". Enter your email address or US mobile phone number, receive a one-time verification code, enter it, accept terms and conditions, and you're ready to start sending and receiving with Zelle.

To send money using Zelle, simply select someone from your mobile device's contacts (or add a trusted recipient's email address or US mobile phone number), add the amount you'd like to send and an optional note, review, then hit "Send." In most cases, the money is available to your recipient in minutes.

To request money using Zelle, choose "Request," select the individual(s) from whom you'd like to request money, enter the amount you'd like to request, include an optional note, review and hit "Request".

To receive money, just share your enrolled email address or US mobile phone number with a friend and ask them to send you money with Zelle.

Zelle is a fast, safe and easy way to send money directly between almost any bank account in the US, typically within minutes. With just an email address or US mobile phone number, you can send money to people you trust, regardless of where they bank.

Digital Banking/Digital Wallet

You can use Apple Pay at a variety of online and in-store retailers. Look for the contactless payment symbol or Apple Pay logo at checkout.

To add and set your default card, go to Wallet & Apple Pay in your iPhone settings.

Use any of our credit or debit cards with Apple Pay except EquityLine cards and Visa gift cards.

Absolutely. You'll continue to earn rewards from using your First Citizens Rewards Credit Card through purchases made with Apple Pay.

Yes. Visa's Zero Liability Policy covers fraudulent purchases made with your First Citizens Visa credit and debit cards, even through Apple Pay.

We're here to help. Contact us or learn more from Apple.

Your card information is never stored on your device or Apple servers. Plus, when you pay, your card numbers are never shared by Apple with merchants.

After completing a payment through Apple Pay, a confirmation will appear in the wallet app on your iPhone.

You can use Google Pay at a variety of online and in-store retailers. Look for the contactless payment symbol at checkout.

Absolutely. You'll continue to earn rewards from using your First Citizens Rewards Credit Card through purchases made with Google Pay.

Yes. Visa's Zero Liability Policy covers fraudulent purchases made with your First Citizens Visa credit and debit cards, even through Google Pay.

We're here to help. Contact us or learn more from Google.

Open your Google Pay app and tap Cards. Tap the card you want to make your default and tap Set as default.

You can use Samsung Pay at a variety of online and in-store retailers. Look for the contactless payment symbol at checkout.

For a list of eligible devices, learn more from Samsung.

You'll continue to earn rewards from using your First Citizens Rewards Credit Card through purchases made with Samsung Pay.

Yes. Visa's Zero Liability Policy covers fraudulent purchases made with your First Citizens Visa credit and debit cards, even through Samsung Pay.

We're here to help. Contact us or learn more from Samsung.

Samsung Pay doesn't have a default card setting. The first card you see when you open the Simple Pay app is either the last card you registered or the last card you used.

After completing a payment through Samsung Pay, a confirmation will appear on your device.

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.

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