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Frequently Asked Questions

Digital Banking


General Questions

+What is First Citizens Digital Banking?
First Citizens Digital Banking is a free service designed to give you a powerful, comprehensive set of online and mobile banking tools. It is intuitive, easy to use and works across all your devices – mobile phone, tablet and computer.

With First Citizens Digital Banking, you can:

  • View and manage all of your accounts
  • Deposit checks from your mobile phone or tablet (mobile app required)
  • Transfer funds and pay bills
  • Pay people using their email address or mobile phone number
  • Enroll in and view e.statements
  • And so much more

+What do I need to use First Citizens Digital Banking?
All you need to use First Citizens Digital Banking is an Internet connection and a current version of a web browser. We recommend you use the most up-to-date versions of Internet Explorer, Chrome, Firefox and Safari. Minimum system requirements are:
  • Internet Explorer (IE) 11 and higher
  • Chrome 38 and higher
  • Firefox 33 and higher
  • Safari 7.0 and higher
+How do I enroll in First Citizens Digital Banking?
Enrolling in First Citizens Digital Banking is easy. To get started, simply select the “Sign Up” link located in the login box on the left side of the home page.

You will need to have an active First Citizens account to get started. If you do not have an active First Citizens account, you can open one online, visit your local branch or call us. We'll be glad to help you.

+Can joint account holders sign up?
Each account holder should enroll individually in First Citizens Digital Banking. However, both account holders will see the joint account on digital banking. Since 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.
+Is there any cost associated with using First Citizens Digital Banking?
First Citizens Digital Banking and Bill Pay are free to all First Citizens customers. However, fees may apply to certain services used in Digital Banking, such as mobile carrier fees applying to mobile banking usage. Other account-related fees that exist today still apply. For further details, see the Digital Banking fee schedule.
+After I sign up, when can I start using it?
When your enrollment is complete, you will have immediate access to begin using First Citizens Digital Banking.
+I keep getting timed out. Why does this keep happening?
Your session will time-out when it remains inactive for a certain period. Activity is anything that creates an interaction between your browser and our web site. For example, typing into fields on a web page does not constitute activity. However, clicking on buttons or following links creates activity between your browser and our web site. If you do nothing for the specified timeout period, your Digital Banking session is terminated.
+What do I do when I'm finished with a Digital Banking session?
Use the Log Out button to safely end your session. This will log you out and prevent someone from coming along behind you and accessing your bank information.
+Can I update my address and phone number?
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.

Log In

+How do I log into Digital Banking the first time?
You can log in from any of your devices – computer, tablet or mobile phone. To get started, simply follow the steps below:
  1. Select “New User Login” from the login box located on the left side of the home page
  2. 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 will 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.

Still have questions? View our login demo to learn more

+What if I do not have access to the phone number or email address that is listed when logging in?
To log in for the first time or register your device, you will 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 1.888.FC DIRECT (1.888.323.4732) daily from 7:00 a.m. to 11:00 p.m. Eastern time or visit your local branch.
+I registered my browser or device during a previous login, but now I am being asked to register it again. Why?
There are several possible reasons you may need to register a browser or device again, including:
  • Your browser settings are configured to delete cookies.
  • Your browser cookies for Digital Banking were removed.
  • You use a browser plugin that automatically removes browser cookies when you close the browser.
  • You log in with a different browser on the same registered computer.
  • You deleted and reinstalled the mobile banking app.
  • For security reasons, we may have reset all active registrations for all users.
+How do I remove the registration from a device?
On a computer browser, you 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.

+What happens if I forget my Login ID or Password?
You can change your Login ID and/or Password by selecting the Forgot ID/Forgot Password link in the login box on the left side of the home page.

When changing your Login ID or Password, please follow the guidelines below:

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

+I'm locked out. How can I access my account?
If you enter the wrong password too many times, your Digital Banking access will be denied. Please call the Customer Care Center at 1.888.FC DIRECT (1.888.323.4732) daily from 7:00 a.m. to 11:00 p.m. Eastern time.
+Why do I keep getting locked out?
The most common reason for getting locked out is typing an incorrect Password. This usually happens when the CAPS LOCK is accidentally enabled. Since your Password is case sensitive, the use of a capital letter when it should be lower case will be recognized as an incorrect Password. Another cause of getting locked out continuously is the use of an incompatible browser version. If you know you are keying in your Password correctly (also in the right case), you will want to check the version of your browser. More than likely the browser you are using is not a current version, and you will need to upgrade. If you are locked out, please use the Forgot My Customer ID/Password link or contact a Digital Banking representative to reset your Password.

Accounts

+What accounts can I manage with Digital Banking?
You will be able to view all of your First Citizens personal accounts. This includes personal checking and savings, CDs, IRAs, consumer loans, credit cards and lines of credit. You will see your First Citizens Investor Services1 and Trust account balances, but you must sign in to those online services to get detailed account information or make trades.
+How can I reorder the way my accounts display on the Accounts page?
We have made it easy for you to customize your view of the Accounts page to suit your personal preferences.
  • Add New Account Group - select the account you want to put into a new group, then hold and drag that account over the Inbox icon that will appear in the bottom right corner of your screen and release the account. A new section will appear titled New Group. You can continue to select and drag other accounts to drop into the newly added group. To rename the group, click on the pencil icon next to the title, edit and click on the checkmark to save.
  • Reorder Account List - select the account you want to move and hold while you drag the account to its new location. You can reorder accounts within a group, or you can drag and drop accounts into a new group or a preexisting group.
  • Edit Group Name - select the pencil icon next to the title, edit and click on the checkmark to save.
+Can I give my account a nickname?
Yes, to give your account a nickname, go to “Profile and Preferences” in the left navigation and select “Account Preferences.” On the Account Preferences page, click on the account you want to nickname and then click on the pencil icon next to the current account name, rename it and click on the checkmark to save.
+Can I hide an account from being visible on the Accounts page?
Yes, to hide an account from the Accounts page, go to “Profile and Preferences” in the left navigation and select “Account Preferences.” On the Account Preferences page, click on the account you want to hide and then click on the blue “Visible” button and follow the confirmation steps.
+Can I view check and deposit images with Digital Banking?
Yes. You will be able to view the front and back images of your checks. Simply 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.
+What is a Tracking ID?
The Tracking ID is a unique identifier for each transaction that you create in Digital Banking. It is a reliable way to reference a transaction. Tracking IDs appear in the transaction details on the Activity Center page. When you use secure messages to inquire about an account or a transaction, the message automatically includes the tracking ID.
+How is the Online Activity page different from the Account Details page?
The Online Activity Center page contains all transactions initiated in Digital Banking including checks deposited through mobile deposit. The Online Activity Center page does not include transactions that you make by other means, such as ATM or debit card transactions. The Online Activity page also shows the status of each electronic transaction as it moves from a drafted status to approved then processed. In addition, you can cancel pending transactions.

The Account Details page is a record of processed and cleared transactions against your account from all sources. This information may contain many of the same items that you will see on your bank statement. The Account Details page does not 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.

+What is an e.statement?
An e.statement is an electronic version of your monthly account statement that can be viewed in Digital Banking. As part of e.statement enrollment, you will receive an email notification letting you know when your statement is available to view in Digital Banking. You can save and print your statement. A printed version of an online statement is the same as a paper statement mailed through the U.S. Mail.
+Why are some accounts not in the account drop-down list when I view my e.statements?
Certain account types cannot be delivered via e.statements, such as CDs, mortgages and brokerage accounts.
+Which accounts are eligible for e.statements?
Current eligible accounts for e-statements include:
  • Checking Accounts
  • Savings Accounts
  • Credit Cards
  • Home Equity Lines
+How much e.statement history can I view?
Checking and savings account e.statements are accessible for 16 months. Credit card e.statements are accessible for 12 months.
+I tried to view my e.statement but nothing happened. Why?
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 the Digital Banking site in your browser settings. You can disable the pop-up blocker or add the digital banking site 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

Transferring Money

+Which First Citizens accounts can I transfer money 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 a credit account will post to your accounts as a payment by the next business day. You cannot transfer money to your Investor Services1 account(s).
+Which First Citizens accounts can I transfer from?
You can transfer from any of your checking, savings, equity line or money market accounts.
+Can I transfer money to or from another bank?
You can transfer funds from your First Citizens accounts to accounts you have at other financial institutions. However, you cannot transfer funds from another financial institution into your First Citizens accounts in First Citizens Digital Banking. In order to transfer to your First Citizens account, you will have to initiate the transfer from your other financial institution's online banking service.

To transfer to your account at another bank, you will need to first add your account by selecting “Add External Account2” in the left navigation menu under Payments and Transfers.

+Can I transfer money to another First Citizens customer?
Yes. You can transfer money instantly to another First Citizens customer as long as he/she is also a Digital Banking customer. Simply select “Payments and Transfers” from the left navigation menu, then select “Pay Bank Customer.” You will need to have the recipient's account type, email address associated with their Digital Banking account and last four digits of their account number.

You can choose to make a single transfer to another account holder or link another account holder's account (for deposit purposes only) to your digital banking. If you plan to make more than one transfer to the other account holder, or if you need to create a recurring or future-dated transfer, linking the account is required. Once the account is linked, it will appear under transfer funds as an account that can be transferred “to.”

+How can I view a transfer I made?
You can view and manage your pending and processed transfers within Manage Online Activity
+How can I cancel a transfer?
You can use the Online Activity page to cancel transfers. You can cancel one or more transfers if the status is Drafted or Pending. Once transfers are processed, they cannot be canceled.
+Can I transfer money to an account I have at another bank?
To transfer money to your account at another bank, you will first need to enable your account for electronic transfers. To enable your account select “Add External Account2” from the left navigation menu under Payments and Transfers. To add your account you will need:
  • Institution's Routing Number
  • Your Account Number at that institution
  • Account Type (checking or savings)
To finish adding that account for transfer purposes, you will have to log-in to that financial institution's online banking for the two micro-deposits that were made. Within First Citizens Digital Banking, click on the “Verify New Account” link and enter those two micro-deposit amounts. It can take up to three days for the micro-deposits to appear in the other financial institution's account. However, 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.
+Where can I find my account number?
Your account and routing numbers are shown at the bottom of your checks with the financial institution. When you click on “Add External Account2,” there are instructions, including a visual of a check pointing out your routing and account number. If you don't have a checkbook with the other financial institution, call their Customer Care Center to get this information.

Bill Pay

+Why should I pay my bills with Bill Pay?
First Citizens Bill Pay is secure, convenient and free. With Bill Pay, you can pay anyone in the United States from any device – mobile phone, tablet or computer – 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
+How much does Bill Pay cost?
Bill Pay is free for First Citizens Digital Banking customers. Other account-related fees still apply. For further details, see the Digital Banking fee schedule.
+Who can I pay?
You can pay any individual, company (or other entities) or bank/credit union within the United States. To make a payment to a business, you will need to provide a valid name, address, phone number and your account number with that biller. Merchants rely on the account number to post the payment properly, so please make sure you are providing the correct information.

The payment of taxes, court-ordered payments, payments to transfer funds to another bank account, and payments to payees located outside the continental United States are prohibited. You will be solely responsible for any payments to prohibited payees if we refuse to make the payment.

+What are eBills?
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 will receive electronic notifications when your eBills have been received and are available for payment.
+From which accounts can I pay my bills?
You can pay your 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, simply select “My Account” within the Bill Pay service, then select “Add Account” from the “Pay From” accounts box.
+What if two people want to share a Bill Pay account?
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.
+How do I get help?
You can find all the information you need to know about adding a payee and making a payment within the Bill Pay service.

To find Bill Pay Help, select “Bill Pay Services” from the left navigation menu, then select “Pay Bills.” The Help tab is located in the top navigation.

+What determines whether a payment is made electronically or by check?
The bill payment system determines which payments are processed electronically and which are processed as a check. If electronic payment is not 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.
+Can I view my previous bill pay history prior to the upgrade?
Yes. To view you previous bill pay history select view more under history on the bottom of the Payments tab. Once the history page displays select history prior to 10/24/2016 from the navigation.
+How do I know that payments will arrive on time?
Set up your payments for the date the money is to arrive at the payee. Processing starts before that date so that your payment will arrive on time. At minimum, the payment date you select for your payment must be no later than the date you want the payee to receive the payment. In order to ensure your payment is made on time, if your payment due date falls on a non-business day, you should select a payment date that is at least one business day before the payment due date. Some payees require payments to be received before a certain time of the day (such as 2 p.m.) on the payment due date. In such cases, the payment date you select should be at least one 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.
+What if I need to change or cancel a payment?
You may change or cancel a payment listed in the pending payments list as long as it has not started processing. If a payment is in process, please contact us at 1.888.FC Direct (1.888.323.4732). If a payment has already been made, there is no option to change or cancel the payment.
+When is my account debited to fund these payments?
In most cases, your account is debited when an electronic payment is processed. If the payment is mailed, the account is debited when the check is cashed or deposited.
+How long should I allow for the payment to arrive at the payee?
You should plan for the payment to take the same amount of time it would if you were mailing a check.
+What if I do not have an account number with the payee or if the payee is a person, not a company?
You can enter N/A or Not Applicable in the Account Number field, but this may make the posting of your payment more difficult for the recipient.
+What if I have trouble with a bill payment?
If you think you have a bill payment problem, it may be related to the time it takes a merchant to post a payment to your account, rather than the time it takes the payment to arrive. You may wish to contact the merchant first to see if there were any delays in posting the payment to your account.

All payments sent through the Bill Pay system will include the account number you provided when you set up the payee. You may want to confirm the account number you provided is accurate.

If a payment has been outstanding for more than five business days, we can open a payment investigation at your request. We will work with the merchant to find out where your payment is in the payment process and why it is taking so long for the merchant to post the payment to your account. We will work with the merchant until your payment investigation is resolved and provide updates to you through bank mail.

+Why would a bill payment be returned?
Payees could return a bill payment for an invalid address or account number. The post office will also return a bill payment because of an invalid address.
+How will I know that payments have been made?
Once a payment has been made, it will be clearly itemized on your monthly bank statement. You will be able to see the payment in your transaction list within Digital Banking as soon as it posts to your account. Keep in mind that we only make the payments you authorize. You are in control of your account at all times.

Pay People

+What is Pay People?
Pay People gives you the ability to send money to anyone from any device – mobile phone, tablet or computer. All you need is the recipient's email address or mobile phone number. Pay a friend, family member or babysitter electronically – no account information is required.
+How do I register for Pay People?
You do not need to register for Pay People, but you do have to have a consumer debit card. To use Pay People, go to “Payments and Transfers” from the left navigation menu and select “Pay People.” You simply need the recipient's name and his/her email address or mobile phone number. You will also enter the amount you wish to send to the recipient.
+Is there a fee to use Pay People?
There is no charge to send or receive a Pay People transaction.
+How do I send a Pay People payment?
To send a payment, log in to your Digital Banking account and select Pay People from the left navigation menu under Payments and Transfers. You simply need the recipient's name and his/her email address or mobile phone number. You will also enter the amount you want to send, the debit card from which you want this payment to be debited and a memo regarding the payment. On the next screen, you will be asked to enter the 4-digit PIN associated with that debit card.
+How do I collect a payment via Pay People?
If someone sends you a payment via Pay People, you will receive a text message (if the payment was sent to your mobile number) or an email (if the payment was sent to your email address). To collect your payment, click on the link provided and enter your first name, last name, debit card number (or routing and account number) you want the payment deposited into and the debit card's expiration date.
+How quickly is my payment received?
Many payments can be collected immediately; however, delivery times can vary and take up to 2 business days from the time the payment was initiated for collection.
+What are my Pay People daily and monthly maximum limits?
Pay People transaction limits are $500 per transaction and $2,500 per month.
+What if the recipient does not claim the payment?
Payments expire after 10 days. The payment will be returned to your account if it is not collected within that timeframe.
+Will the recipient be able to see my account information?
No. No personal information is exchanged between the recipient and the sender. The recipient will only be able to see your first name, last name, the amount you sent and any message you wrote for the payment.
+Can I use Pay People for payments outside of the United States?
Pay People is only available between bank accounts in the United States.

First Citizens Mobile & Tablet Banking

+Do I need to download an app to have access to Digital Banking from my mobile or tablet device?
No, First Citizens Digital Banking is an intuitive, easy-to-use solution designed to let you bank how, when and where it's most convenient for you. You can access Digital Banking from all of your mobile devices – mobile phone, tablet and computer through your web browser. In addition, we do have Apple and Android tablet and phone apps that are available for download. The Apps allow customers to have simpler login options, such as Touch ID® and 4-digit PIN, and to deposit checks via mobile deposits.
+What are First Citizens Mobile and Tablet Apps?
First Citizens Mobile and Tablet Apps for iPhone®, iPad® and AndroidTM devices put you in control of your banking relationship and help you securely and conveniently:
  • Log-in using Touch ID® and 4-digit PIN
  • View your account balances and recent transactions, including accounts you have with other financial institutions and retailers
  • Transfer money between your accounts at First Citizens, your accounts at another financial institution and to another First Citizens Customer2
  • Deposit checks using your iPhone® or AndroidTM device
  • Pay anyone with Pay People® using only a mobile phone number or an email address
  • Locate nearby branches and ATMs using your phone's GPS capability, or by searching by street address, city, state and zip code
  • You can do all of this and more simply by downloading our Mobile or Tablet App, available in the App Store and Google Play Store.

+Which devices are First Citizens mobile and tablet Apps available for?
Currently, downloadable Mobile and Tablet Apps are available for:
  • iPhone®, iPad®* and iPod® Touch devices with operating system iOS 8 or later.
  • AndroidTM mobile and Tablet devices with an operating system of 5.0.1 or later.
+Are there fees to use First Citizens Mobile and Tablet Apps?
First Citizens does not charge fees to download or use the First Citizens Mobile or Tablet Banking apps however, there may be a fee for using services in Mobile and Tablet Banking. As well, your mobile carrier may charge for data and text message usage. Check with your carrier for more information.
+How do I download the First Citizens Mobile or Tablet App?
First Citizens Digital Banking customers can download the apps within the Apple App Store and Google Play Store. To find the First Citizens Mobile and Tablet Banking Apps, search First Citizens Mobile Banking.

Remember to check the First Citizens logo to make sure you recognize it as the correct bank. There are multiple banks with the name First Citizens Bank. As a reminder, First Citizens is headquartered in Raleigh, NC. This will appear in the app description.

+Do the First Citizens Mobile and Tablet apps support fingerprint login?
Yes, the Apple and Android apps support fingerprint login. To enable Touch ID® on your device, login to the app and click on the Profile and Preferences from the left navigation menu and then select Log In Preferences.
+Do the First Citizens Mobile and Tablet apps support 4-digit PIN login?
Yes, both the Apple and Android mobile and tablet apps support 4-digit PIN login. To enable 4-digit PIN on your device, login to the app and click on the Profile and Preferences from the left navigation menu and then select Log In Preferences.
+What is Mobile Check Deposit?
Mobile deposit allows you to deposit checks from your iPhone®, iPad or AndroidTM app. Simply take a picture of the front and back of your endorsed check, and then submit it for deposit to your First Citizens Bank checking, savings or money market account. For full details, please refer to the Digital Banking Agreement.
+Is Bill Pay available in the mobile and tablet banking apps?
Yes, you can add or delete payees, make a payment, modify payments and view payment history all within your mobile and tablets app.
+What dates can I schedule bill payments?
When you are scheduling payments, the payment date will default to the earliest possible date. Payments cannot be set up to pay on weekends, major holidays when First Citizens is closed or more than 12 months in advance.
+Can I change or delete pending payments in the mobile and tablet apps?
You may change or cancel a payment listed in the pending payments list as long as it has not started processing. If a payment is in process, please contact us at 1.888.FC Direct (1.888.323.4732). If a payment has already been made, there is no option to change or cancel the payment.
+What if I forgot my Login ID or password?
If you need to reset your login ID or password, simply click on the “Forgot Login ID” or “Forgot Password” links on the app login screen.
+What accounts can I access on the First Citizens Mobile and Tablet Apps?
You can access the same accounts on the mobile and tablet apps that you can access in Digital Banking, including:
  • Checking
  • Savings
  • Money Market
  • Certificate of Deposit (CD)
  • Individual Retirement Account (IRA)
  • Credit Card
  • Line of Credit
  • Loan
  • Mortgage Loans
+Does Mobile Banking work outside of the United States?
Mobile Banking should work outside of the U.S. 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.
+Is Mobile Banking available in any language other than English?
No, Mobile Banking is currently only available in English.
+Can I view my business accounts in Digital Banking?
Business accounts are accessible through Digital Banking, including the mobile and tablet apps, if they are tied to your Digital Banking profile. At this time we do not offer Mobile and Tablet Banking for customers that use BOB Advantage®.

Mobile Check Deposit

+What is Mobile Check Deposit?
Mobile check deposit allows you to deposit checks from your iPhone® iPad or AndroidTM app. Simply take a picture of the front and back of your endorsed check, and then submit it for deposit to your First Citizens Bank checking, savings or money market account. For full details, please refer to the Digital Banking Agreement.
+Is there a fee to use Mobile Check Deposit?
First Citizens Bank does not charge a fee to use Mobile Check Deposit.
+What is the maximum deposit limit for Mobile Check Deposit?
The maximum deposit limit for Consumers is $5,000 daily and $15,000 monthly.

The maximum deposit limit for Businesses is $15,000 daily and $30,000 monthly. Mobile Check Deposit is not available to BOB Advantage® customers.

The maximum deposit limit for Wealth1 customers is $15,000 daily and $30,000 monthly.

*These limits are for illustrative purposes only. Your actual limit may vary based on your account type, transaction history, overall banking relationship, and other factors determined by First Citizens Bank. Your actual deposit limit may be higher or lower than the limits shown here.

+How many deposits can I make in one day?
There are no limits for the number of deposits you can make per day. However you cannot exceed the maximum daily or monthly deposit amount limits.
+When will my deposits be available?
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 9:00 p.m. Eastern time on a business day we are open is considered to be received that day. Deposits received after 9:00 p.m. Eastern time 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.

+Is an endorsement required for Mobile Check Deposit?
All checks should be properly endorsed prior to deposit.
+What should I do with my paper check?
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 elapsed, mark the check “Void” and destroy it.
+What devices are supported?
All iPhone® models 3GS or later and most recent AndroidTM phones.
+What types of checks can I deposit?
First Citizens Mobile Check Deposit will accept several check types, as outlined below:
  • Checks Allowed for Deposit:
    • Personal, business and government checks payable in U.S. dollars
    • Checks drawn on a U.S. bank
    • Checks payable and endorsed by the account holder
  • Checks NOT Allowed for Deposit:
    • U.S. 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 Digital Banking Agreement.
+Can I view previous deposits in the mobile and tablet apps?
Previous deposits and status are available from the Manage Online Activity page under the Payments and Transfers navigation menu.

Message & Alerts

+What is a Secure Message?
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.
+Are the contents of my message and all associated attachments sent securely?
Yes, the transport of your message is secure sockets layer (SSL)-encrypted and is never sent through public, unsecured communication channels like email communication.
+What are Alerts?
Alerts can help you manage your money and stay in touch with your accounts any time via email or text message. We offer two types of alerts, Security alerts and Account alerts. Some Security Alerts are required and will keep you informed about changes to your online profile. Account Alerts are optional and will notify you about specific activity occurring on your accounts.

To set up your Account Alerts, select Alerts from the left navigation menu, then Account Alerts to get started.

+When are alerts delivered?
Secure Message, security and transactional alerts are real-time. However, there are some alerts, such as a daily balance summary and a balance over/under alert that are sent each morning.
+What if I do not receive a phone or email alert?
If you miss an alert via phone call the alert system leaves a message on voice mail or text. For email alerts, check your junk mail or spam folder for the alert. If the alert is in the junk mail folder, configure your junk mail settings to allow email from us so you do not miss future alerts. If the alert does not appear in the inbox, confirm that the alert is enabled in the Alerts page. If the alert is enabled and you still believe you did not receive an alert, contact us for assistance.
+Are security alerts real time?
Yes, security alerts are event driven and are sent in real time.

Online & Mobile Security

+What is Secure Login?
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.
+Does this service work the same on my computer, mobile device or computer?
Yes. First Citizens Digital Banking gives you a single, easy-to-use solution that works across all your devices – mobile phone, tablet, and computer.

If you travel internationally, you may be denied access from certain countries or find that you are asked to provide a secure access code, even if you registered your computer as a Private Computer.

+Can I use my account safely at an airport kiosk?
While nothing prevents you from logging into Digital Banking from an airport kiosk, a public library computer, a hotel lobby computer or other computers that can be accessed by many people, those computers are at high risk of being modified by criminals to steal your Login ID and/or Password through use of criminal software. Features like Bill Pay can even be abused by criminal software to steal money while you are logged in without you knowing. If you can wait until you have access to the computer that you physically control, please wait until then.

Alternatively, First Citizens offers Mobile and Tablet Banking, which would be safer than using a public computer.

+Can my spouse and I share Online Banking?
If you have joint accounts, you should each have your own Digital Banking account. You should never share your Login ID and Password.
+How do I reset my login credentials?
After you have logged in, click on Profile and Preferences from the left navigation menu and then click Login Preferences. From this page you can reset your Login ID, Password, and Secure Delivery Method (contact point for receiving your one-time secure access code). If you are in the mobile or tablet, you can also manage fingerprint and 4-digit PIN access. If you cannot log in, you must call the Customer Care Center to have your Secure Login reset.
+How can I be sure the site is secure?
If you would like to see if any page is secure, simply click with your right mouse button on the page and choose Properties. A non-secure page will show the words “not encrypted” for connection. Rest assured, your entire session is secured. Also, whenever you visit the site, look for the green bar in your browser. It indicates that the website is highly authenticated and secure.
+Can I bookmark Digital Banking for a quick look at my accounts?
Digital Banking creates a new session with the bank every time you log in. You cannot bookmark specific pages within a session, because when you try to return later, the session will not be there. Bookmark our homepage as you can log in directly to Digital Banking.
+Why does it sometimes seem slow?
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.
+Can I do anything to make it faster?
Make sure you have a good Internet connection. When dialing, check the speed at which you connect. Check your network/communication settings to make sure you can connect as fast as possible. Check with your Internet service provider to see if they have recommendations for faster connections. Check your browser and make sure you delete temporary files from time to time. Most browsers save files locally for faster access later. If you end up with too many, you can actually slow things down as you look for new web pages.
+Why do I keep getting timed-out?
Your session will time-out when it remains inactive for a certain period. Activity is anything that creates an interaction between your browser and our web site. For example, typing into fields on a web page does not constitute activity. However, clicking on buttons or following links creates activity between your browser and our web site. If you do nothing for the specified timeout period, your Digital Banking session is terminated.
+What do I do when I'm finished with a Digital Banking session?
Use the Log Out button to safely end your session. This will log you out and prevent someone from coming along behind you and accessing your bank information.

Quicken & QuickBooks

+What are Quicken® and QuickBooks® and how do I use them?
Quicken and QuickBooks are examples of financial management software. You can use Digital Banking to download your transactions to this software in order to manage your finances.

If you need technical assistance or help getting started with your software or downloading transactions, please visit the Quicken3 or QuickBooks3 websites.

Before you begin using Quicken or QuickBooks websites:

+How do I save Quicken Web Connect data to my computer?
To save the Quicken Web Connect data to your computer, do the following:
  1. From within Quicken, click Edit then Preferences.
  2. Next, select Quicken Program, then click the “Web Connect” option.
  3. Check the box that reads “Give me the option of saving to a file whenever I download Web Connect data” and click OK.
+I'm trying to use Web Connect, but the transactions are not downloading. What should I do?
  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” in order 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 will then be directed to the First Citizens web site, 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.

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