Frequently Asked Questions

Online Secure Login


Log In Issues & Troubleshooting

+What if I have forgotten my Customer ID or Password?

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.

Forgot Customer ID

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.

Forgot Password

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.

+What if I have forgotten BOTH my Customer ID and my Password?
If you have forgotten both your Customer ID and your Password, you will need to call our Customer Care Center and speak to a customer service representative to have your login credentials reset.
+I’m locked out. How do I access my account?

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.
+Why was I asked a Security Question?
You will be asked a Security Question if you mistype your Customer ID, or if you connect from a Public Computer. You may also be asked a Security Question if you're using a new or upgraded web browser, or if neither a cookie nor a Flash shared object could be found on your computer showing that it has been registered.
+I don’t remember my Security Questions, what do I do?
Your account will be locked after repeated failed attempts. You must call the Customer Care Center to have your Secure Login reset. This will allow you to re-enroll next time you log in and select and answer new Security Questions. You can change your Security Questions anytime by logging into Online Banking, going to the Customer Service tab, and clicking the Update My Profile link.
+How do I reset my security settings?
After you have logged in, click the Customer Service tab and then the Update My Profile link. From this page you can reset your Customer ID, Password, and Security Questions. If you cannot log in, you must call the Customer Care Center to have your Secure Login reset.
+I’m locked out, but I didn’t fail any questions. Why? (I was able to log in last time.)
Someone may have typed in your Customer ID and answered the Security Questions incorrectly. Usually, this is accidental and a typo on someone's part. This is why you should select a personal and unique Customer ID. In rare cases, it may be attempted fraud. Call the Customer Care Center to have your access reset. It would be a good idea to change your Secure Login and possibly your Customer ID.

General Information & Initial Log In

+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.

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.

+What happens the first time I log in?
The first time you log in, you must change your bank-issued Customer ID and Password. If you selected your own Customer ID and Password during Online Banking enrollment, you will not be required to change them the first time you log in. In the future, if you wish to change either your Customer ID or Password, simply log in, click the Customer Service tab and the Update My Profile link. Never write down or share your Customer ID or Password.
+Can I log in from multiple computers?
Yes. The first time you log in from a different computer, you’ll need to answer a Security Question. If it's a computer you use often and always physically control, you may choose to register it by designating it as a Private Computer. Secure Login will recognize you on both computers. Never choose to register a computer to which you do not always control physical access.
+Does this service work the same on my laptop as on my desktop at work?
Yes. But if you travel internationally, even if you registered your laptop as a Private Computer, you may find that you are asked a Security Question or denied access from certain countries.
+Can I use my account safely at an airport kiosk?

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.

+Can my spouse and I share Online Banking?
If you have joint accounts, you should each have your own Online Banking to log in. You should never share your Customer ID and Password.

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