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Digital Banking Helpful Tips

Frequently Asked Questions (FAQs)

Frequently Asked Questions (FAQs)

Here are some helpful tips and answers to frequently-asked questions we've received about navigating the platform.

There are several reasons you may need to request a secure access code each time you login, including:
  • You may need to register your device – If you are on a private computer or device, we recommend that you select Register Device to avoid receiving the prompt to request a secure access code each time you log in.
    Helpful tip: Requesting your secure access code by text is the quickest way to receive your code.
  • Your browser settings are set to clear cookies each time the browser closes. If this is the case, it will clear the registration and you will need to follow the steps to register your device each time you log in. Check your browser settings, and make sure it will allow cookies to be stored.
  • You log in with a different browser on the same registered computer. If you use multiple browsers (Chrome, Internet Explorer, etc.), your device will need to be re-registered in each browser.
  • You deleted and reinstalled the mobile banking app. You will need to re-register your device the first time you log back in.
  • The browser was closed prior to completing your login. Make sure you log in to complete registration; do not close the browser before reaching the Accounts Overview page.
  • The anti-virus software installed on your device may delete cookies each time you log out of Digital Banking.
Yes, Apple and Android apps support Touch ID® and 4-digit PIN login. To enable these features on your device, log in to the app and click on Profile and Preferences from the left navigation menu and then select Log In Preferences.
The Manage Online Activity page is a summary view of your transactions initiated in Digital Banking, including checks deposited through mobile deposit. The Manage Online Activity page:
  • Provides the status of each electronic transaction as it moves from a drafted status to approved then processed. Does not include transactions that you make by other means, such as through the ATM, Debit or Credit Cards. In addition, bill payment history can only be seen through the Bill Payment tab.
  • Allows you to manage your online transactions in one place:
    • You can cancel a transaction
    • Save time by using the copy feature to duplicate an eligible transaction
    • View transactions in a series
    • Print transaction details
    • Export your transactions to an Excel spreadsheet
The Account Details page is account specific and is a record of your transactions from all sources that have processed and cleared that account or that will clear that account the next processing day. This information may contain many of the same items you will see on your bank statement.
Once you have initiated a transfer or payment through Digital Banking, you can go to the Manage Online Activity page, located under Service Center in the left navigation menu, to view and manage your transactions.
To cancel a transaction, locate the transaction you would like to edit and select the Actions drop down menu located in the far right column. Select “cancel” and verify the request. You may cancel your online transaction only if it is in an Authorized status.
You can transfer funds from your First Citizens personal 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.

Business accounts are not eligible for external transfers.
Payment Types Bill Pay Transfer Funds Pay People Pay Bank Customer Pay Loan or Credit Card
Best if: Pay your mortgage or utility bills

Make payments to other service providers outside of First Citizens
Transfer funds between your First Citizens accounts or accounts at other financial institutions Send money to anyone with just an email address or mobile phone number e.g., a family member or friend Transfer funds to a First Citizens customer who has an active Digital Banking account The fastest way to make a payment to your First Citizens loan or credit card account
To make a payment to your First Citizens loan or credit card, select Pay Loan or Credit Card from the left navigation menu. You will be prompted to select your pay From and To account, amount, and the payment date. You will also have the option to make a recurring transaction.
Login to First Citizens Digital Banking and select Bill Pay Services>Pay Bills. Choose the accounts that you would like and select Enroll in Bill Pay. A welcome screen will appear, click continue.
Yes. To view your previous bill pay history, select Bill Pay Services>Pay Bills. Next, go to the Payments tab and select View history located towards the bottom of the screen.
In Bill Pay Services>Pay bills, go to the Payments tab to see the list of Payees that you have created. If any of your payees are eligible for eBills, they will be listed on the right side of the screen under eBill Connect. Click on the payee to begin eBill set up. You will be prompted to enter the login credentials for the Payee (these are the same credentials you would enter if you were logging into the Payee's website). It's important to note, you must have online access to your Payee's website to set up an eBill. You will receive a confirmation that your request is in progress. Once the request is complete, the eBill status will be updated to indicate you have a bill available to view. You will be alerted when your first eBill is available. You will also continue to receive paper bills from your Payee unless you contact them to stop receiving paper statements.

Note: The first time you set up an eBill you will be required to read and accept the eBill Terms and Conditions.
In Bill Pay Services>Pay Bills, go to the Payments tab. Select +Payee and choose which type of payee you'd like to add. Click next and complete the required information. You may be prompted to receive an activation code.

To edit or delete a payee, select Bill Pay Services>Pay Bills and go to the Payments tab.

To edit a payee, select the payee name you would like to edit. From the Payee Details page, click Edit payee. You will be directed to the Edit payee screen where you can edit certain payee information.

Note: Address changes could take up to two business days to process.

To delete a payee, check the box labeled, I would like to delete this payee.

Note: Deleting a payee will also remove all information associated with that payee. We recommend that you save all information you may need before deleting the payee.

To add a new pay from account go to Bill Pay Services>Pay Bills. Select the My Account tab, then select the Add Account link in the Pay from accounts box. Enter in the required information and click submit. The request will be reviewed. If approved, the new pay from account will appear as an option when using bill pay. It is important to note that this must be a First Citizens checking account.
To change the default pay from account go to Bill Pay Services>Pay Bills. Select the My Account tab, then select the View accounts link in the Pay from accounts box. Select the Edit link for the account you would like to change and choose the check box labeled, “set as default pay from account”. Click submit.
To delete a pay from account go to Bill Pay Services>Pay Bills. Select the My Account tab, then select the View accounts link in the Pay from accounts box. Select the Edit link for the account you would like to delete. Select Delete pay from account. It is important to note that you cannot delete the default pay from account.
To view when a bill payment will arrive, go to Bill Pay Services>Pay Bills and select the Calendar tab. The Calendar view is a great way to see the due date for all of your payments. You can:
  • Filter your display view by Month or List
  • Edit or stop a payment by selecting the payment and choosing Edit.
In Bill Pay Services>Pay Bills, select the Payments tab. Under the Pending tab, select edit by the payment you would like to stop. Choose I would like to stop this payment and click submit. It is important to note that you cannot stop an electronic payment once the item has been sent. If the payment was sent as a paper check, contact 1-888-FC DIRECT to place a stop payment.
The daily electronic limit for bill payments is $25,000. Payments that exceed this threshold will be sent via check. It is important to note that not all payees are eligible for electronic payments.

Navigating the Accounts Page

  1. Move Accounts

    You can move accounts from one group to another and/or to a different position within the same group. To move an account, drag and drop it to the preferred location.

  2. Rename Account Group

    Click on the pencil icon to rename a group. Once you click the pencil, the group name becomes editable. After updating the name, click on the checkmark to save

  3. Quick Actions

    Click on the parallel bars to the right of the account name. For First Citizens accounts, this reveals the Quick Transfer and View Activity buttons. Update Login and View Activity buttons display for accounts linked from other financial institutions

  4. Collapse Group

    Click on the ^ icon to collapse the entire group from view on the Accounts page

  5. Create New Group

    Create a new group by dragging and dropping an account on the drop box image. As you will see, the drop box appears whenever you begin to drag an account. Once the new group is created, you will be prompted to name the new group. Save by clicking on the checkbox next to the account name

Pay Bank Customer

Pay Bank Customer, found under Payments and Transfers, allows you to transfer money from your account to another First Citizens Digital Banking customer. You can choose to make a single transfer to the account holder or you can link his account for recurring transfers.

    Pay Bank Customer
  1. Transfer Funds to Another Account

    You will have to have the recipient's account type, email address (associated with his Digital Banking) and last four digits of his account number in order to complete the transfer.

Account-to-Account Transfers (External Transfers)

To transfer money from your First Citizens account to an account you have at another financial institution, you must first link the account.

  1. Add External Account

    Enter the account number, routing number and type of account (checking or savings) you are linking. Two small trial deposits of less than $1 each will appear, in the account you are linking, click on Verify External Accounts to complete the linking process.

  1. Verify External Account

    Click on the radio button associated with the account you are linking and enter the two trial amounts in the amount #1 and amount #2 fields (with no decimal) and click Continue. At that point, you can begin transferring money from your First Citizens account to your linked account on the Transfer Funds page.

Bill Pay – Consumer

  1. Add Payee

    Select Payee to set up a new payee (company, person or bank/credit union). Provide information requested to add the payee. To change your view of payees, click on one of the options under the Display drop down. All payees display as the default.

  2. Payment Date

    When selecting a Payment Date valid payment dates for that payee will be available for selection. If a payee is available for Rush Delivery, it will be notated under the Pay button.

  3. Totals

    The total amounts of your payments are displayed for each pay from account prior to submitting.

  4. View History

    To view transactions or history older than 45 days, click the View More link.

  5. Help

    Select the HELP tab for more information

  6. eBills

    If you have eligible eBills, they will show on the right side of the screen underneath eBill Connect. If you have no eligible eBills, this box will not appear. The example provided does not have eligible eBills.

Navigating the Accounts Page

  1. Move Accounts

    You can move accounts from one group to another and/or to a different position within the same group. To move an account, drag and drop it to the preferred location.

  2. Rename Account Group

    Click on the pencil icon to rename a group. Once you click the pencil, the group name becomes editable. After updating the name, click on the checkmark to save

  3. Quick Actions

    Click on the parallel bars to the right of the account name. For First Citizens accounts, this reveals the Quick Transfer and View Activity buttons. Update Login and View Activity buttons display for accounts linked from other financial institutions

  4. Collapse Group

    Click on the ^ icon to collapse the entire group from view on the Accounts page

  5. Create New Group

    Create a new group by dragging and dropping an account on the drop box image. As you will see, the drop box appears whenever you begin to drag an account. Once the new group is created, you will be prompted to name the new group. Save by clicking on the checkbox next to the account name

Pay Bank Customer

Pay Bank Customer, found under Payments and Transfers, allows you to transfer money from your account to another First Citizens Digital Banking customer. You can choose to make a single transfer to the account holder or you can link his account for recurring transfers.

Pay Bank Customer
  1. Transfer Funds to Another Account

    You will need the recipient's account type, email address (associated with his Digital Banking) and last four digits of his account number in order to complete the transfer.

Bill Pay

Bill Pay Options
  1. Options allows you to:

    • Add or edit Bill Pay accounts including the ability to enter a starting check number for each of your bill pay accounts

    • Add/Modify user access under Manage User

  1. Edit Bill Bay Account

    Add or edit a Bill Pay account, including the ability to enter a starting check number

  1. Modify Permissions

    Create or modify user permissions

User Management

  1. Add or Modify User

    Give trusted employees access to your business accounts. Add a new user by selecting the Add User button or modify an existing user's permissions by clicking the edit icon

Customize account and transaction-level access

  1. Assign user roles by giving employees the authority to initiate, approve, and cancel transactions

  2. Select the information icon for more tips on how to assign permissions

Make Payments – ACH & Wire

Make Payments

  1. Use ACH services to make payments such as business-to-business and business-to-consumer payments or manage your payroll with direct deposit.

    Set up domestic & international wire transfers

  2. You can choose to make a single ACH/Wire transaction by clicking New Payment, or create a New Template for recurring payments such as Payroll.

    You will need to have the recipient's bank account information in order to complete an ACH or Wire transaction.