Mobile Banking App FAQs


1.What kind of mobile device is required for this service?
The mobile device required for this service must have a wireless data plan which supports web browsing functionality.


2.Are there fees to use the First Citizens Mobile App?
We do not charge to download or use the First Citizens Mobile app. However, you should contact your wireless service provider to verify if connectivity or usage rates apply.


3.Do I have to be enrolled in First Citizens Online Banking to use the First Citizens Mobile App?
Yes, you must be enrolled in First Citizens Online Banking to access account information and perform banking transactions through First Citizens Mobile app. If you’re not enrolled in First Citizens Online banking, simply go to www.firstcitizenstt.com from your computer and click the Sign Up option to request the Online Banking.


4.Do I use the same User ID and Password for my First Citizens Mobile App that I use for Online Banking?
Yes, and if you’re not enrolled in Online Banking, simply go to www.firstcitizenstt.com from your computer and click the “Sign Up” option, to request the Online Banking.


5.How do I start using my First Citizens Mobile App?
Once you are registered for Online Banking and enrolled for Mobile Banking, simply download the app from the relevant app store


6.How many incorrect login attempts does it take before access to the First Citizens Mobile App is locked?
Access to the First Citizens Mobile App will be blocked after the third invalid login attempt. If you are unable to remember your password after the second invalid login, we recommend you access the First Citizens Online Banking login page, then click the “forgot your password option” to avoid being locked out. If your account becomes locked contact 62-FIRST to reset your password.


7.Can my First Citizens Mobile App session time out?
Yes, your First Citizens Mobile App session will time out after 5 minutes of inactivity. To avoid timing out, please ensure you are active in the session after you have logged in.


8.Which accounts are available through the First Citizens Mobile App?”
All of the accounts selected upon registration are accessible.


9.What can I do with my First Citizens Mobile App?
Using your First Citizens Mobile App you can:

  • Easily pay bills from the tap of an app.
  • View real-time credit card balances.
  • Pay your credit card from your existing accounts.
  • Set up and facilitate payments to payees at other Financial Institutions
  • View real-time Account Balances and recent account activity.
  • Transfer funds between eligible accounts, setup scheduled transfers and view transaction history.
  • Find the nearest Branch or ATM nearest you.
  • Get assistance through our support portal.
     

10.Where is the First Citizens Mobile App available?
The First Citizens Mobile App is available for download in the Apple Store and Google Play Store.


11.How often do I need to download the First Citizens Mobile App?
You will only need to download the First Mobile App once, however we’ll periodically release updates as we improve the app. Please refer to your app notifications for updates.


12.Is the First Citizens Mobile App Secure?
First Citizens is very concerned with the safety and privacy of your information and committed to security. To ensure the security of your account information, a number of security features have been built into First Citizens Mobile App:

Registration Process: A unique verification code is used to verify your mobile device phone number. This codes associates your mobile phone number with your account and confirms that your mobile phone number is successfully recorded in the system


No personal Information: The First Citizens Mobile Banking Service, at no time requests that you provide any personal information e.g. full account number, email or personal address, nor do we send any such information to you via the service.


13.Can I access the First Citizens Mobile App without a First Citizens Online Banking User ID and Password?
No, for your security, we require you to use your Online Banking User ID and Password to access the First Citizens Mobile App


14.What is Multifactor Authentication?
Multifactor Authentication is an additional layer of security. When you first attempt to login using the First Citizens Mobile App, you will be prompted to sign up to Mobile Banking within the online banking service which will allow you to configure MFA code. Upon successful verification you can now sign into the First Citizens Mobile App..


15.How can I be sure my First Citizens Mobile Banking App information is secure if my mobile device is lost or stolen?
You should always use the log out button to close of your session after using the First Citizens Mobile Banking App. For your security, even if you don’t log off, your session will time out after five (5) minutes of inactivity. After this anyone using your mobile device must enter your Personal First Citizens Online Banking User ID and Password to access your account information. This information should be known only by you and must not be shared with anyone.


16.What if my device is lost or stolen?
If your mobile device is lost or stolen, no one can access your account information without your Online Banking User ID & Password? We also recommend that you not store your User ID and Password on your device. You should also consider contacting your wireless service provider to have your device deactivated.


17.Can another app on my device access information from the First Citizens Mobile App?
Other apps on your mobile device cannot access information from the First Citizens Mobile App. Mobile Apps are independent from one another. This means the data contained in one app is not visible to any other app on your device.


18.Is there a threat from malware and viruses to my mobile device?
Malware and viruses are potential threats on any computer system, including mobile devices. In order to protect your mobile device from malware and viruses, you should follow some precautionary steps:

  • Always keep apps on your device up to date, as the publisher might have found a vulnerability and updated the app to fix it.
  • Use only the recommended app stores (Apple and Google) to download new apps and only download the apps that come from well-known publishers and have high review scores.
  • Avoid rooting your phone which manipulates your device operating system and may make it more vulnerable to malware and viruses.
  • As a good security practice, we strongly recommend that you change passwords regularly, consistently update your antivirus software and be careful when connecting to WiFi networks. Fraudsters are capitalizing on these vulnerabilities to steel user’s online credentials.


Should I be concerned about phishing from my mobile device?
Conceptually, phishing is the same on a mobile device as it is on your computer. A fraudster uses a fake website to capture your personal information. Always verify the entire URL before entering your personal information on any website.

Should you receive any suspicious links, sites or emails please call 62-FIRST or email FCB-E-BANK@firstcitizenstt.com or channelsupport@firstcitizenstt.com
To be safe make sure the lock icon appears next to the browser address and that the address begins with “https”. The “s” indicates that you have a secure connection. First Citizens never uses “http” for any customer interaction.


What is a spoof or fake app in the App Store?
A spoof is an app created to look like the official First Citizens Mobile App. This is similar to phishing, but it’s performed through an app instead or a website. To avoid downloading a spoof app, always use the recommended app stores (Apple and Google) to download or update the First Citizens Mobile App and confirm that First Citizens is the publisher.