Frequently Asked Questions

Digital Banking

General Questions

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, including non-First Citizens accounts using Manage My MoneySM
  • Manage your spending, create and manage budgets, monitor your net worth and more
  • Deposit checks from your mobile phone or tablet (mobile app required)
  • Transfer funds and pay bills
  • Manage your First Citizens debit and credit cards – change your Debit PIN, report a lost or stolen card, freeze/unfreeze cards and more
  • Pay people using their email address or mobile phone number
  • Enroll in and view e.statements
  • And so much more

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

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.

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.

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.

When your enrollment is complete, you will have immediate access to begin using First Citizens Digital Banking.

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.

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.

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

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, Opens in a new tab to learn more.

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.

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.

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.

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.

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.

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

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.

With Manage My MoneySM, from First Citizens, you can also add and view accounts from other financial institutions, including checking, savings, credit cards, mortgages, auto loans, investment and retirement accounts. You can also use the "Add Manual Account" feature to add accounts including the equity in your home or other property, fully paid for vehicles, art or jewelry collections or other things of value to you. This can help you gain a more accurate view of your total financial picture.

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.

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.

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.

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.

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.

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.

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.

Certain account types cannot be delivered via e.statements, such as CDs, mortgages and brokerage accounts.

Current eligible accounts for e-statements include:

  • Checking Accounts
  • Savings Accounts
  • Credit Cards
  • Home Equity Lines

Checking and savings account e.statements are accessible for 16 months. Credit card e.statements are accessible for 12 months.

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, Opens in a new tab.

Manage My MoneySM

Manage My Money is a powerful new personal financial management tool available within First Citizens Digital Banking. It allows you to take control of your financial life by understanding where your money is, where it is going and how it is helping you achieve your goals. You can view all of your accounts, even non-First Citizens accounts, track your spending, set-up and manage personal budgets, monitor debt, view your net worth and much more. From all of your connected devices.

To access Manage My Money, select Manage My Money from the main menu in Digital Banking.

With First Citizens Manage My Money, you can view all of your accounts and transactions, including non-First Citizens accounts, within Digital Banking. These can include checking, savings, credit cards, auto and personal loans, mortgages, investments, insurance, retirement plans, and more. You can even manually add an account, such as the equity in your home, a property without a mortgage, or the value of a family heirloom, jewelry, paid-for vehicles or other assets using the "Add Manual Account" feature.

To add a non-First Citizens account, select the Manage My Money icon in the Digital Banking menu, and then select the "Add an Account" button in the top right corner of the screen.

No, Manage My Money does not cost anything, and is included with First Citizens Digital Banking.

No, Manage My Money will automatically display First Citizens accounts, balances and transactions in real-time. You also have the option to add non-First Citizens accounts by using the "Add an Account" feature.

To enroll in Manage My Money, select "Manage My Money" from the Digital Banking main menu and follow the enrollment prompts.

Yes. Manage My Money works on all of your connected devices. Not all functions are available via the mobile app or browser.

Manage My MoneySM enables you to see all of your accounts, even non-First Citizens accounts, in Digital Banking. You cannot transact on non-First Citizens accounts, but you can view the balances and transactions.

To add a non-First Citizens account:

  • Log in to First Citizens Digital Banking
  • Select "Manage My MoneySM" in Digital Banking
  • On the "Accounts" screen, select "Add an Account" in the top right corner
  • Search for the financial institution you want to add
  • When prompted, enter the log in credentials for that bank or other financial institution to enable adding the account
  • In some cases, you may be prompted to enter a Secure Access Code or answer a Security Question for that bank, depending on how they are configured

The account you just added will take a few minutes to load and display. In some cases, depending on the institution you are adding, it may take up to two business days to add. Once successfully added, it will show on your Manage My MoneySM Accounts page. This non-First Citizens account will NOT show on the Digital Banking Account Summary page.

Note: Some institutions may not be available to add within Manage My MoneySM.

When adding accounts from other institutions, one of the most common issues involves errors during the "Add an Account" process. This often is a result of not correctly remembering or entering credentials for the other bank. If there is an issue, you will be prompted to correct the issue by entering correct credentials. Please just follow the prompts.

There is also very detailed support and help content available in the Manage My Money platform. Look for the Question Mark icon in the top right corner. On the menu that opens up, you can select "Accounts" and follow the guidance and steps to troubleshoot the issue.

There is very detailed support and help content available in the Manage My Money platform. Look for the Question Mark icon in the top right corner. On the menu that opens up, you will see content designed to help answer many of your questions, by topic, such as how to add an account, or questions about spending transactions and budget. You can use this to troubleshoot many common issues.

If you have any issues with things like adding accounts from other institutions or adding a particular institution, you can quickly and easily open a support case to help resolve the issue. To do so:

  • Log in to First Citizens Digital Banking
  • Select "Manage My Money" in the menu
  • Select the "Help" icon (look for the question mark graphic) in the top right corner of the Manage My Money page
  • Select the "Request Support" blue button in the top right corner of the Help page
  • Enter a brief description of your issue, including the organization it was related to, and your name and email address. Do not include confidential information such as user name, password or account number.
  • Hit "Submit" (you will receive a reply within 2 business days)

Transaction history will generally display 30-90 days history initially depending on what is available from the bank, and then build on history from when you enroll up to a full 12 months.

Note: not all accounts will include transaction history. For example, many mortgage loans will show the correct balance, but transaction history will not be available.

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

This feature allows you to add an asset that does not have a loan associated with it. Examples of this include adding the equity in your home not represented by a mortgage loan, or a property that you own with no mortgage at all. Other examples include jewelry, heirloom furniture, art collections, the value of a car or boat, or anything else of value to you. Adding these helps you create a more accurate picture of your total net worth.

To add an account manually:

  • Log in to First Citizens Digital Banking
  • Select "Manage My Money" in Digital Banking
  • On the "Accounts" screen, select "Add an Account" in the top right corner
  • Select "Add a Manual Account" on the next page
  • Follow the prompts to create the type of account and enter the details, including a description and value

Once successfully added, this will display on your Manage My Money Accounts page and reflect in your Net Worth. This value does not automatically update over time. You will need to periodically update the value as it changes.

Your transactions are automatically categorized and classified based on spending categories and transaction types (including Shopping, Auto, Home, Utilities, etc.). Categorization is typically very accurate but, if you need to re-categorize something, you can easily re-classify that transaction or create sub-categories for more accurate categorization. These will automatically update across all of the tools in Manage My Money. To do so, simply click on the transaction category description, and you will be prompted to change it.

Manage My Money automatically categorizes transactions, but it is not perfect. If you need to change a transaction from one category to another, find the transaction in the Accounts or Transactions page, and click on the Category for that transaction. You will be able to move it to another category, create a sub-category, or even split the transaction between multiple categories. This allows you to more clearly see where your money is going each month.

In addition, you may also see uncategorized transactions. You can easily assign a category to these to get a more accurate view of your spending. Over time, Manage My Money will remember these types of transactions and you will not have to change them.

Your transactions are placed into spending categories, which are presented in a very easy-to-use graphic "Spending Wheel". Each category is represented by a color, and you can drill down into sub-categories if you want to. Transactions for that category will also display.

The Budget tool uses account categorization and spending, and your income, and creates budgets based on your spending. The tool can auto generate budgets for you, or you can easily create your own budgets and sub-budgets, or edit them as your spending changes.

Manage My Money uses simple color coding to quickly show you the health of any given budget:

  • Green: budget is healthy and has not been exceeded
  • Yellow: spending is very close to exceeding budget
  • Red: spending has exceeded the budget

The amount of spend or budget allocated to each category drives the size of the budget. Large budgets, such as a home mortgage payment, food and dining or bills, will tend to be larger budget bubbles. Smaller budgets like health and fitness or personal care will create smaller budget bubbles. This helps you quickly focus on where your money is going, and where you may need to spend some time managing expenses.

The Trends tool shows your spending by category, in a timeline view. It can show as little as 3 months, or as much as 12 months if available. It can help you visualize your spending patterns over time, by category, and plan for unexpected or seasonal increases in spending. These can include higher travel costs for summer vacations, or increased holiday shopping. When you find spending you want to learn more about, you can click into the graph and see details by spending category, as well as specific transactions that drove the increase.

The Debts tools can show your debt and liability accounts, such as credit cards, auto loans, mortgages and more, and help you visualize and create a path to becoming debt free based on paying debt down. If available, your accounts will show the balance, annual percentage rate, when the final payment is expected to be made, and what the payment is each month. If this information is not available, you can click each account and update that information on the details page that displays.

You can even create different payoff scenarios, including analyzing how much money you can save by paying off the highest interest rate first, or the lowest balance, and if you can pay extra each month.

The Net Worth tool shows how your total Net Worth changes over time, and how each individual asset or liability increases or decreases. This can be used to see your periodic gains and losses by account. As you add more accounts, this tool becomes very useful to provide you with a very detailed view of your total financial picture.

Sometimes you may pay off a loan, or close an account, and the account still continues to display in Manage My Money. This is because the bank continues to pass it on your profile with that bank. Or you may just want to hide an account and not see it in your profile. An example of this is if you are a joint account holder on a child's account in college, or an elderly parent, and do not consider that account as part of your personal spending. To mark as closed or hide an account, select that account on the Accounts page, and click the button with 3 dots on it in the top right corner. You will see an option to hide the account or mark as closed.

If you need to completely remove all of your accounts from an institution, you can select the bank-building icon, "Manage My Connections," in the top right corner of the Accounts page. A list of logos that represent the banks you have connected to Manage My Money will display. You can select one of those, and see options to Update Your Credentials, go to their website, or Delete the Institution. This will allow you to manage your connected banks and other financial organizations.

Transferring Money

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. A transfer to your First Citizens credit card made before 9 PM ET is credited the same day. Your transfer could take 2 business days to post to your credit card account. You cannot transfer money to your Investor Services1 account(s).

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

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.

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.”

You can view and manage your pending and processed transfers within Manage Online Activity

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.

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.

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

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

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

You should plan for the payment to take the same amount of time it would if you were mailing a check.

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.

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.

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.

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

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.

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.

There is no charge to send or receive a Pay People transaction.

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.

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.

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.

Pay People transaction limits are $500 per transaction and $2,500 per month.

Payments expire after 10 days. The payment will be returned to your account if it is not collected within that timeframe.

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.

Pay People is only available between bank accounts in the United States.

First Citizens Mobile & Tablet Banking

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.

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, Opens in a new tab and Google Play, Opens in a new tab Store.

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.

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.

First Citizens Digital Banking customers can download the apps within the Apple App Store, Opens in a new tab and Google Play Store, Opens in a new tab. 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.

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.

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.

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.

Yes, you can add or delete payees, make a payment, modify payments and view payment history all within your mobile and tablets app.

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.

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.

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.

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

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.

No, Mobile Banking is currently only available in English.

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

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.

First Citizens Bank does not charge a fee to use 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.

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.

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.

All checks should be properly endorsed prior to deposit.

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.

All iPhone® models 3GS or later and most recent AndroidTM phones.

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.

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

Message & Alerts

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, the transport of your message is secure sockets layer (SSL)-encrypted and is never sent through public, unsecured communication channels like email communication.

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.

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.

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.

Yes, security alerts are event driven and are sent in real time.

Online & Mobile Security

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.

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.

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.

If you have joint accounts, you should each have your own Digital Banking account. You should never share your Login ID and Password.

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.

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.

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.

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.

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.

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.

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

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, Opens in a new tab or QuickBooks3, Opens in a new tab websites.

Before you begin using Quicken or QuickBooks websites:

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.
  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.

Additional Information

Can’t find the answer you need?

If you didn’t find what you were looking for, please send us your questions directly.

Email us

Or call

1.888.FC DIRECT (1.888.323.4732)