Frequently Asked Questions
Online Secure Login
Log In Issues & Troubleshooting
You can reset your Customer ID or your Password online. Simply click the Forgot My Customer ID/Password link on the First Citizens home page.
Clicking the Forgot Customer ID link will generate a Customer ID Recovery page, where you will be asked for your current Password, Debit or ATM card number, PIN, and Zip Code. Once all of the required information is validated, you will be prompted to enter and confirm a new Customer ID, which you will now use to log in.
Clicking the Forgot Password link will generate a Password Recovery page, which will require that you enter your Customer ID, Debit or ATM card number, PIN and Zip Code. Once all of the required information is validated, you will be prompted to enter and confirm a new Password, which you will now use to log in.
There are two ways you can be locked out of your account:
- If you forgot the answers to the Security Questions or give the wrong answer too many times, then our Secure Login will lock you out. In this case, you must call our Customer Care Center and speak to a customer service representative to have your account access reset.
- If you enter the wrong Password too many times, your account access will be denied. In this case, click the Forgot My Customer ID/Password link on the home page, then the Forgot Password link to reset your Password yourself. You will need your Customer ID, Debit or ATM card number, PIN, and Zip Code.
General Information & Initial Log In
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.
There are two parts to Secure Login: 1) you, and 2) the computer you're using to connect. During the enrollment process, you will choose and answer several Security Questions. You will also tell us if you wish to register the computer you're using, by clicking Private Computer, which allows us to recognize your computer next time you log in. When you connect from an unregistered machine, a Public Computer, you must answer one of the Security Questions to confirm your identity. You should only select Private Computer when you will always control physical access to the computer.
While nothing prevents you from logging into Online 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 Customer ID, Password and answers to your Security Questions 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 Banking, which would be safer than using a public computer.
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