Questions & Answers

What is FirstBank's routing number?

FirstBank's routing number is 107005047.

You can also find this at the bottom of your checks.

Fee Schedules

How do I order checks?

Login to Online Banking and then select Checks & Deposits Slips from the navigation menu under Settings. You can also call us at 1-800-964-3444 or visit your local FirstBank branch.

What are FirstBank's hours?

Our lobby hours are typically 9:00AM – 6:00PM, M–F and 9:00AM – 12:00PM on Saturdays. However, these can vary slightly by location. To find the closest FirstBank location to you and the hours, visit our Find a Location page.

Where can I find my 1099–INT form?

1099–INT forms are mailed during the first week in January each year. Keep in mind that you won't receive a 1099–INT form if you earned less than $10 interest during the previous tax year. If you have misplaced your 1099–INT form or did not receive one and you believe you should have, please call us at 1-800-964-3444 or visit your local branch.

How can I have my paycheck deposited directly into my FirstBank account?

If your employer offers Direct Deposit, you can have your paycheck automatically deposited into your account. Print and complete the direct deposit form and bring it or mail it to any FirstBank location.

How do I report that my card has been lost or stolen?

Log in to Online Banking and then select Card Management from the navigation menu under Accounts. You can also call us at 1-800-964-3444 or visit your local FirstBank branch.

What is Mobile Banking?

With Mobile Banking from FirstBank, you can do almost all of your banking using your mobile device, without ever entering a branch. The only downside: no free candy.

Is there a fee for Mobile Banking?

FirstBank does not charge any fees for Mobile Banking. Connectivity and usage rates may apply. Contact your wireless service provider for more details.

What are the terms and conditions for Mobile Banking?

All terms and conditions applicable to Online Banking apply to Mobile Banking. Click here to view disclosures.

Is Mobile Banking Safe?

FirstBank safeguards your information according to established security standards and procedures in order to keep your financial information secure and confidential. We use many lines of defense to protect your account information, including encryption, firewalls, timed log off, virus protection, and a secure login process. You can depend on your accounts and your account information being safe. More information on Internet security.

Is it safe to use Mobile Banking while connected to a wireless internet connection?

Wireless networks are common in a variety of locations, such as coffee shops and restaurants. These connections are typically insecure and pose an increased risk of data theft. When possible, instead of using free wireless networks, use your device's native data connection such as your wireless network carrier.

Can someone intercept my Mobile Banking transactions?

No. 128 bit SSL encryption protects your information as it travels from your mobile device to the bank. The 128 bit SSL encryption technology is the same encryption that safeguards internet traffic for secure web applications.

Can I use the same User ID, Password, and Security Questions for Mobile Banking that I use for Online Banking?

Yes. If you are not enrolled in Online Banking, you can enroll from a computer. Visit our Online Banking page for information on how to enroll.

Do I have to be enrolled in Online Banking to be able to use Mobile Banking?

You can use the Customer Service features (contact information, frequently asked questions, etc...) within our Mobile App or website without being enrolled in FirstBank Online Banking. For security purposes, you must be enrolled in FirstBank Online Banking to access account information and perform banking transactions using the Mobile App or website.

Am I able to access my Mobile Banking without a User ID and Password?

Our Mobile App has the ability to use your device's biometric login hardware. This allows for a convenient, quick, and secure method of logging into your account without using a User ID and Password. Our website will require a User ID and Password and you will be prompted to enter one of your Security Questions."

After how many incorrect log in attempts will my access to Mobile Banking be locked?

Your Mobile Banking and Online Banking access will be locked after the sixth invalid password entry or third invalid security question answer. You can reset your password through our Password Reset Page, Online Banking, or Mobile App, or by calling us at 1-800-964-3444.

How can I be sure my Mobile Banking is secure if I lose my mobile device?

Just as with Online Banking, all account data resides at FirstBank. We require users to enter a valid User ID and Password to access the secure Online Banking site. If your mobile device is stolen, they won't be able to access your sensitive Mobile Banking or Online Banking information without your User ID and Password but you should also notify us. You can contact us 24 hours a day at 1-800-964-3444 or 303-232-5522.

Will my Mobile Banking session time out?

Yes, just like your session in Online Banking using a computer, your Mobile Banking session will time out. Please ensure you are active on the site after you have logged in.

Can I view all of my accounts through Mobile Banking?

Yes. You can view all accounts through Mobile Banking that you view through Online Banking.

Can I pay bills through Mobile Banking?

Yes, you are able to make payments through Bill Pay using our Mobile App or website. Please note that the Bill Pay service has a fee of $5/month for business accounts.

Can I find branches and ATMs through Mobile Banking?

Yes. You can find the nearest ATM and branch locations using your current location or by entering an alternate location.

What is a Data Plan?

A data plan enables the services which include accessing the Internet and receiving data messages with your mobile device. Your mobile device must be able to access the Internet. Plans and fees vary by mobile network provider.

Am I able to access my Internet Cash Management accounts using a mobile device?

Yes, you are able to access your business account information by downloading the FirstBank ICM Mobile App. For more information and frequently asked questions see Internet Cash Management Mobile Banking in the Questions & Answers section.

Table of Contents:


• What is the Mobile App
• Mobile Deposit
• FirstGlance
• Automatic Bill Pay Management
• Push Notifications
• Biometric Login

What is the Mobile App?

What is the Mobile App and how do I get started?

The Mobile App is an app designed for select smartphones. To get started, visit your device's app store and search for FirstBank. You will know it's us by our orange cube logo.

What can I do with the Mobile App?

With our Mobile App you can bank virtually from almost anywhere:

• Use "Pay Now" to conveniently pay your FirstBank loans, Credit Card, or Cash Reserve
• View account balances
• View account details
• View transaction history
• View pending payments
• View recent payments
• View eBills ($5/month for businesses. Optional)
• Change a payment
• Delete a payment
• View check and deposit item images
• Transfer money
• Pay bills ($5/month for businesses. Optional)
• Contact us via telephone or email
• Find ATM and branch locations
• Find answers to frequently asked questions
• Deposit checks
• Enroll for eStatements

What is Pay Now?

Pay Now is a feature where you can pay your Credit Card, Cash Reserve, Mortgage, or other loan accounts directly from the Accounts page. If you have a balance on one of these types of accounts, the Pay Now feature will display on your Accounts screen. You may need to "swipe" the account tile to access the Pay Now feature.

What does this icon indicate on the Accounts page at the bottom of each account tile?

The two dots indicate your ability to swipe the tile for additional information.

How do I contact a Mobile App expert?

FirstBank makes it easy to contact us by providing you one-tap Customer Service access within our Help menu. Simply tap the menu in the upper right hand corner.

Mobile Deposit

What is Mobile Deposit?

Mobile Deposit enables you to use your mobile device to take pictures of checks and send these check images to FirstBank to be deposited into your account.

What is the fee for Mobile Deposit?

Mobile Deposit is free.

Who can use Mobile Deposit?

Any personal or business customer with Online Banking and an eligible Checking, Saving, or Loan account may use Mobile Deposit.

How do I enroll in Mobile Deposit?

You may enroll for Mobile Deposit by navigating to Deposit within the mobile app and reading and accepting our Electronic Banking Agreement.

What is the cutoff time for Mobile Deposit?

The cutoff time for Mobile Deposit is 9 p.m. Mountain Time. Items received for deposit after the cutoff time, on weekends, or on bank holidays will post the next business day.

When are the funds available?

Items received for deposit are subject to verification and to the terms and conditions of the FirstBank Deposit Agreement, similar to deposits made with a bank teller. Typically, the first $500.00 of your deposit will be available within 3-5 hours of the deposit with the full amount available the next business day.

Are there items Mobile Deposit does not accept?

We do not accept currency, foreign checks, savings bonds, and money orders.

What do I do with the checks after I deposit them?

Store the deposited checks in a secure location for 30 days. Then destroy the checks so they may not be accessed or used again.

What is the maximum amount I can deposit through Mobile Deposit?

There is a 24 hour limit and per item limit of $5,000. This limit may vary per customer or case.

What devices can I use for Mobile Deposit?

You may use Mobile Deposit on any supported mobile device with a camera.

FirstGlance

What is FirstGlance?

FirstGlance allows you to quickly and conveniently view account balances and the number of eBills due before logging into the app. Once activated, simply swipe the orange FirstBank cube upon opening the app to view balance and eBill information. FirstGlance will automatically close after 15 seconds of inactivity.

What types of accounts can be viewed with FirstGlance?

FirstGlance displays Checking, Savings, Credit Card, and Cash Reserve accounts for both consumers and businesses with Online Banking. Up to three accounts may be selected.

In addition, if you are enrolled for Bill Pay, the number of eBills due will display.

Can I choose the accounts that display on FirstGlance?

Yes, you can choose any three accounts as long as they are a Checking, Savings, Credit Card, or Cash Reserve account.

What is the difference between the current and available balances shown in FirstGlance?

Checking and Savings accounts display your available balance. This is your balance as of close of business the previous business day minus or plus any transactions that may occur that day or in the near future.

Credit Card and Cash Reserve accounts display your current balance, which is the balance of your account as of close of business the previous business day.

How do I enroll for FirstGlance?

Log into the mobile app and select FirstGlance from the main menu. You will be guided through the enrollment, where you may choose up to three accounts to display.

How do I access FirstGlance?

Swipe the orange FirstBank cube left upon launching the app.

Can I use FirstGlance on more than one device?

Yes, you may use FirstGlance on as many compatible mobile devices as you would like. You may select different accounts to display for each device.

How can I turn off FirstGlance?

Select FirstGlance from the main menu. Toggle the "On" button to "Off."

What happens if I lose my device with FirstGlance enabled?

Please notify a Customer Service Representative if your device is lost by calling 1-800-964-3444 so we may turn this feature off. For your security, no full account numbers or identifying information displays in FirstGlance.

Mobile Security Tips to Remember when using FirstGlance.

• Use the keypad lock or phone lock on your device when it is not in use.
• Turn off the FirstGlance feature prior to loaning out your device.
• Avoid storing banking passwords or sensitive information on your device.

Automatic Bill Pay Management

Can I add an automatic payment for my biller?

Yes. To get started, navigate to Bill Pay from the main menu in the app and select the Pay tab. Tap “Next Available Pay Date” to change the frequency and begin setting up your automatic payment.

How do I delete or edit an automatic payment?

Navigate to Bill Pay from the main menu in the app and select the Payments tab. Under pending payments, tap the “Automatic” icon for the payment you would like to change. You can then edit the information in the automatic payment or tap the trash can icon to delete it.

How do I delete or edit just one payment within my automatic payments?

Navigate to Bill Pay from the main menu in the app and select the Payments tab. Under pending payments, tap the tile of the payment you would like to edit. You can then edit the information for the next scheduled payment. Future scheduled automatic payments will not be affected.

Can I add automatic payments for my eBills?

You cannot add automatic payments linked to eBills through the Mobile App. Please visit the FirstBank website to add these types of automatic payments.

Push Notifications

What are Push Notifications?

Push Notifications allow the FirstBank Mobile App to alert you of new notifications or tasks while you are not actively using the app.

What devices offer Push Notifications?

Push Notifications are available for any device that is compatible with our app.

How can I enable Push Notifications?

You will be asked if you want to enable Push Notifications when you log in to the app for the first time. Push Notification can also be enabled through your device’s Settings Menu.

What kinds of notifications are sent using Push Notifications?

You will not receive all of your FirstBank account alerts and notifications as Push Notifications. Push Notifications will only be sent to let you know if you have any high priority notifications or tasks that need to be completed within the Online Communication Center in your Online Banking profile. Please note that we cannot guarantee that you will receive all of the Push Notifications that FirstBank sends. If your device is turned off when the notification is sent, you might not receive the notification when you turn your device back on.

Can I turn Push notifications off?

Yes, Push Notifications can be turned off through your device’s Settings Menu.

Biometric Login

What is biometric login?

Biometric login allows you to use your devices biometric hardware instead of a password to login to the FirstBank Mobile App.

What devices offer biometric login?

Biometric login is available on select devices equipped with an eligible biometric scanner. Please call 1-800-964-3444 for information on device compatibility.

How do I enable biometric login?

You will automatically be prompted to register for this feature the first time you log in using an eligible device. You can also register while you are logged in through the settings menu of the FirstBank Mobile App.

Is it safe to login using my device's biometric hardware?

Yes, to keep your login information secure, we use Transakt provided by Entersekt, to validate your device registration. Transakt Deploys an X.509 digital certificate technology to the FirstBank mobile app, enabling a secure connection to your Online Banking Profile.

What are the fees for Consumer Online Banking?

The basic Online Banking Service includes the ability to view account balances, transaction images, account statements, and transfer funds between your FirstBank accounts. This service is free if you elect to review your account statements using the Electronic Statement Service (eStatements) and discontinue receipt of your paper statements in the mail.

Otherwise, the fee is $3.00 per month and will be deducted on the first business day of each month from the personal checking or savings account of your choice. If you keep a total average balance of $10,000 in your FirstBank personal checking accounts, this monthly fee will be waived.

The optional financial management software download service is FREE. This service automatically enters banking activity into your software's online check register.

Why was I charged $5 for bill payment with my personal Online Banking account?

Bill Pay is free for personal Online Banking accounts. However, if your personal account is linked to a business account you will be charged $5 a month if you use Bill Pay with your business account.

What do I need to sign up?

• A FirstBank personal checking or savings account.
• An e-mail address. We use this address to inform you of enhancements to the service, and to notify you of Electronic Statement delivery and other notifications you can set up on the account.
• A browser that supports 128-bit encryption. We recommend you use the latest version of Internet Explorer or Chrome on Windows, or the latest version of Safari or Chrome for Macintosh to access Online Banking, as our experience has been that the service performs best with these browsers. To download the most current versions of these browsers, click on the appropriate link below.

  Download Internet Explorer
  Download Chrome
  Download Safari

• A computer with a nice mousepad will make this more fun (optional).

How soon can I start using Online Banking?

Complete the online application to start accessing your accounts immediately. Please contact us at 303-232-5522 or 1-800-964-3444 if you have any questions.

Why can't I login to Online Banking?

All customers are required to access the Online Banking Service using a browser that supports 128-bit encryption. Encryption protects information as it travels between your PC and FirstBank.

If you have an older browser it may not support 128-bit encryption. If this is the problem, you will need to upgrade your browser before you can use Online Banking.

If you have further problems or need assistance, please send us an email or call us.

I've forgotten my Online Banking password.

Click here to reset your password online.

I've forgotten my Online Banking username.

Please contact us by calling 1-800-964-3444.

Can I access my accounts from home and work?

As long as your computer has Internet access and a browser that meets our security requirements, you can access Online Banking from anywhere. Like where you are right now, for instance. Because this service is Internet-based, you do not have to worry about using a computer with special software.

How much transaction history can I see?

You can see transactions from your previous three statement cycles, plus any transactions since your last statement. You also have access to electronic account statements (eStatements) which are archived online for 36 months. Please note that if you close your account the transaction history will be available for a certain period of time before it is removed from our system.

Can I view my business accounts?

If the tax identification number for your business is the same as your personal tax identification number, please contact us and we can affiliate your business accounts with your personal Online Banking Service. Affiliating your business accounts will change the fee structure for the Online Banking Service. If the tax identification number for the business is not the same as your personal tax identification number, we are unable to affiliate your business account with your personal Online Banking Service. However, you are able to sign up your business account in the Business Online Banking service.

Where can I enroll for Business Account Access?

You can sign up for Business Account Access under the Settings tab when you log in to your personal Online Banking account. If you don’t have a personal Online Banking account you can sign up for Business Account access on the Online Banking sign up page.

Why can't I access the enrollment page for Business Account Access when using my personal Online Banking account?

If the tax identification number for the business is not the same as your personal tax identification number, we are unable to affiliate your business account with your personal Online Banking account. However, you are able to sign up for Business Account Access through the Online Banking sign up page. You must be an authorized signer on the business accounts to enroll for Business Account Access. If you need additional assistance, please contact us by calling 1-800-964-3444.

Why do I receive a blank page when viewing my eStatement?

There may be a few different reasons why you are having difficulties opening your eStatement. Please contact us so we can troubleshoot and resolve your situation.

I deleted the bank mail with my eStatement. How do I view my eStatement?

To view your eStatement, you will want to select “eStatements” from the navigation bar at the top of the page under “Accounts.” Then, use the drop down arrow to the right of the account to select the statement period that you would like to view and click on the gray “eStatement” button. Your statement will open in a new window.

Can I use Quicken or QuickBooks?

FirstBank offers a service that automatically enters transactions into your financial management software. We currently support versions up to 2 years old for Quicken and QuickBooks. To sign up for this service, select 'Downloads' from the 'Accounts' menu (must be logged into Online Banking).

Transfers

Why can't I transfer funds from my time accounts?

Time Savings accounts are not available because there is an early withdrawal penalty assessed if you transfer funds from this type of account.

Why can I no longer transfer funds to my savings account?

There are different reasons why you might not be able to transfer funds to your savings account. Some of these include: account inactivity, savings account limitations, or the account has been closed automatically due to a zero balance. If you are having difficulties transferring money to your savings account please contact us at 1-800-964-3444 so we can help you.

Why can't I transfer between my business entities?

Business to business transfers are not permitted in Online Banking. If you need the ability to initiate intercompany transfers, this functionality is available in our Internet Cash Management application.

Optional Bill Payment Service

How does Bill Payment work?

FirstBank's Bill Payment Service delivers most payments electronically and without checks and stamps. First, you will create a list of companies or individuals you pay on a regular basis. Then, each time you want to pay a bill, you select the payee from the list you created, select the account to be charged, input the amount you want to pay, and input the date it needs to be sent.

Most payments will be deducted from your checking account on the scheduled date and be sent to the payee either electronically or via corporate check, depending on the payment method accepted by the merchant.

It can take up to five business days for the payment to be received and processed by the payee, so you will want to make sure to schedule it in time to arrive before the due date.

Who can I pay with Online Banking Bill Payment?

We don't know of many people who don't enjoy receiving money, so you can generally pay any individual or business with an address in the United States you would normally pay by mailing a check. You should not use the service to schedule any payments for tax or court-ordered payments. (We will not be responsible for any posting problems associated with these types of payments).

How do I send payments to other financial institutions?

The following information needs to be included for payments to financial institutions:

Payee Name — Account Holder's Name
Address Line 1 — C/O Financial Institution's Name
Address Line 2 — Financial Institution's Address

Does the merchant I'm paying receive my payment electronically?

The payment method will be determined based on the relationship with the merchant and the potential risk associated with the transaction. Some merchants can’t receive electronic payments, in that case, the merchant will be sent a check along with the information needed to process the payment. We will let you know how the payment will be processed before you approve the transaction.

How do I access my previous bill payment history?

You can access up to 24 months of paid bill payment history through Bill Pay. Simply select the Activity tab. From this page enter the Date Range to view up to 24 months of paid payments.

What do I put in the “account number” field for a bill payment that I don't have an account number for?

You are able to enter anything into the account number field. If you do not have an account number, you may want to consider entering your name in the account number field so the payment is properly applied. You can also enter a description of the payment, such as 'Lawn Care'.

What is an e-bill?

A bill you receive in your inbox instead of your mailbox, although we can't say you'll enjoy getting it any more. You can view and pay these bills at the Payment Center. We have established relationships with hundreds of companies nationwide, and these companies can send us an electronic version of your bill. These electronic bills, which are also called e-bills, typically contain the same information included in the paper bills that are mailed to you. Your biller may offer the following features as part of your electronic billing service:

• Receive your electronic bill through e-mail.
• Pay your electronic bills automatically.
• Allow you to have a different address, known as your service address, where you receive your services.

How do I sign up for an e-bill?

When you start receiving electronic bills, an electronic bill icon appears next to the biller name in the Pay Bills section of the Payment Center. You can also find electronic bill information in the Payment Assistant. You can click the electronic bill icon, or e-bill links in the Actions section of the Payment Assistant, to view and pay your bill. The bill also appears in the Bill Reminders section of the Payment Center as soon as Bill Pay receives it from your biller. The reminders list shows the amount due and due date from your bill.

Why was my bill payment late?

There are many reasons why a bill payment might be late such as incorrect address or account information, holidays, and scheduling time. Please note that payments must be scheduled at least four business days prior to the due date to ensure they are received on time. Monday through Friday are considered business days, with the exception of Federal Holidays. This four-business day window accounts for the time it takes the bill to be sent to and processed by the merchant.

If your bill payment was late, please contact us at 1-800-964-3444 so we can look into your specific case and help you file a dispute if applicable.

Mobile Banking

Am I able to access my account information using a mobile device?

Yes, you are able to access your account information using the web browser on your mobile device. You simply need to enter efirstbank.com. For more information and frequently asked questions, see Mobile Banking in the Questions & Answers section.

Security

Is Online Banking secure?

FirstBank safeguards your information according to established security standards and procedures in order to keep your financial information secure and confidential. We use many lines of defense to protect your account information, including encryption, firewalls, timed log off, virus protection, and a secure login process. Whether you're signing up online for Online Banking, transferring money or paying your bills, you can depend on your accounts and your account information being safe. More information on Internet security.

Can anyone else access my financial information?

No. At least as long as you keep your User ID and Password private. Notify us immediately if you think someone may know your password. Hint: your password should not be “password.”

What if I forget my password?

For your security, no one knows your password but you. Therefore, if you forget your password, we do not have access to it. However, if you call 24-Hour Customer Service, we will be able to reset your password so you can choose a new one. Our number is 303-232-5522 or 1-800-964-3444.

What can I do to keep my financial information secure?

• Do not give or disclose any part of your User ID and Password to anyone. Bank employees will request your User ID when accessing your account profile, but should never ask for your Password.
• Do not have your account information, including your computer screen, out in an open area accessible by others.
• Do not send your User ID and Password or account information over any public or general email system.
• Do not release any personal information on the phone, in the mail, or over the Internet unless you initiate the contact or are certain you know whom you're dealing with.
• Contact us immediately if there are charges on your account you don't recognize.
• Do not leave your computer unattended while you are connected to the Online Banking Service.
• Be sure to log off of the Online Banking Service when you have completed your session. If you forget to log off and there has been no activity for 10 minutes, FirstBank will automatically end the session. After your service has “timed-out”, you will need to log back on with your User ID and Password.

Account Alerts

What type of alerts can I set up?

Our alerts are designed to keep you informed about your FirstBank account activity. We offer alerts about your balance, deposits and withdrawals, fraud detection, and more. We also have notifications designed to remind you of certain events such as tax payments that are due and even IRA contributions that need to be made. None of these will contain a single “LOL” or “OMG.”

Can I have my alerts sent to email or my mobile device?

FirstBank alerts can be sent to email addresses and mobile devices via text message. We are committed to getting timely information to you in a manner that suits your needs.

Other

Where can I go if I have additional questions?

There are help screens available if you have questions while you are using the Online Banking Service. We also have customer service representatives available 24 hours a day, 7 days a week. Please call 303-232-5522 or 1-800-964-3444.

What are the fees for Business Online Banking?

• Account Management: $10.00 with paper statements (Free if enrolled for eStatements)
• Bill Payment (Optional): $5.00 per user per month
• Financial management software download service (Optional): Free

What do I need to sign up?

• A FirstBank business checking or savings account.
• An e-mail address. We use this address to inform you of enhancements to the service, and to notify you of Electronic Statement delivery and other notifications you can set up on the account.
• A browser that supports 128-bit encryption. We recommend you use the latest version of Internet Explorer or Chrome on Windows, or the latest version of Safari or Chrome for Macintosh to access Online Banking, as our experience has been that the service performs best with these browsers. To download the most current versions of these browsers, click on the appropriate link below.

  Download Internet Explorer
  Download Chrome
  Download Safari

• A computer with a nice mousepad will make this more fun (optional).

How soon can I start using Business Online Banking?

Complete the online application to start accessing your accounts immediately. Please contact us at 303-232-5522 or 1-800-964-3444 if you have any questions.

Why can't I login to Online Banking?

All customers are required to access the Online Banking Service using a browser that supports 128-bit encryption. Encryption protects information as it travels between your PC and FirstBank.

If you have an older browser it may not support 128-bit encryption. If this is the problem, you will need to upgrade your browser before you can use Online Banking.

If you have further problems or need assistance, please send us an email or call us.

I've forgotten my Online Banking password.

Click here to reset your password online.

I've forgotten my Online Banking username.

Please contact us by calling 1-800-964-3444.

Can I access my accounts from home and work?

As long as your computer has Internet access and a browser that meets our security requirements, you can access Online Banking from anywhere. Like where you are right now, for instance. Because this service is Internet-based, you do not have to worry about using a computer with special software.

How much transaction history can I see?

You can see transactions from your previous three statement cycles, plus any transactions since your last statement. You also have access to electronic account statements (eStatements) which are archived online for 36 months. Please note that if you close your account the transaction history will be available for a certain period of time before it is removed from our system.

Why am I unable to view my business accounts?

If the tax identification number for your business is the same as your personal tax identification number, please contact us and we can affiliate your business accounts with your personal Online Banking Service. Affiliating your business accounts will change the fee structure for the Online Banking Service. If the tax identification number for the business is not the same as your personal tax identification number, we are unable to affiliate your business account with your personal Online Banking Service. However, you are able to sign up your business account in the Business Online Banking service.

Why do I receive a blank page when viewing my eStatement?

There may be a few different reasons why you are having difficulties opening your eStatement. Please contact us so we can troubleshoot and resolve your situation.

I deleted the bank mail with my eStatement. How do I view my eStatement?

To view your eStatement, you will want to select “eStatements” from the navigation bar at the top of the page under “Accounts.” Then, use the drop down arrow to the right of the account to select the statement period that you would like to view and click on the gray “eStatement” button. Your statement will open in a new window.

Can I use Quicken or QuickBooks?

FirstBank offers a service that automatically enters transactions into your financial management software. We currently support versions up to 2 years old for Quicken and QuickBooks. To sign up for this service, select 'Downloads' from the 'Accounts' menu (must be logged into Online Banking).

What are the fees for Internet Cash Management?

Security

Is Internet Cash Management secure?

Protecting your business financial information is our priority. FirstBank safeguards your information according to established security standards and procedures to ensure your financial information is secure and confidential. FirstBank offers high level security incorporating a multi-layered and distributed security process.

• Data within the service is encrypted (scrambled) as it is transmitted between your computer and FirstBank.
• Firewall technology prevents others from gaining unauthorized access to our computer systems.
• Secure login using multi-factor authentication is required to access the service.
• Upon login, each user is required to enter their selected unique User ID and password.
• Security tokens provide an extra level of security for businesses transferring money via ACH or wires, and when accessing the Positive Pay service. It is also offered as an optional security feature for Internet Cash Management login and the Bill Payment service.
• Self-managed account permissions and approval limits increase your internal controls and can be established per user for each service.
• Regular audits of our service ensure we are maintaining commercially reasonable security systems.
• Timed log off ends the Internet Cash Management banking session if inactive for more than 10 minutes. This can be customized to provide for a timed log off of 5-30 minutes.

How can I protect my company and keep my financial information secure?

Security is critical and FirstBank is committed to safeguarding customer financial information; however, developing a strong partnership with our customer provides an even stronger defense against fraud attempts. Reviewing basic best practices with your employees, and utilizing key Internet Cash Management features and benefits provide you with additional security important in protecting your business and mitigating risk.

• Protect your login information; never share your password and do not write it down. Keep security tokens in a secure location.
• Protect your account information and avoid leaving confidential information in an open and accessible area. Do not leave your computer unattended while you are connected to Internet Cash Management.
• Use caution when responding to emails, phone calls, or texts asking for your confidential login information, and be certain you are working with known and trusted vendors.
• Implement internal controls:
  
  
  • Monitor your accounts and reconcile your balances daily to allow for prompt action to address any transaction questions or issues.
  • Implement an employee education program and develop a checklist and program of best practices regarding fraud prevention.
  • Perform an internal risk assessment for your business to ensure proper controls are in place to protect your business’ financial information.
  • Establish dual processing procedures which require one User to initiate and another to approve transactions.
  • Implement Dual Custody control which requires two Administrators to make changes to user profiles or permissions.
  • Initiate and approve money movement services on different computers, or use a dedicated computer for all Internet Cash Management activities.
  • Set up Account Alerts to notify you of administrative changes, transactions requiring approval, account balances and much more.
• Maintain anti-virus protection software and run regular scans of your computer and devices. Keep your protection software updated to help detect the latest viruses. Additionally, install browser and operating system updates as soon as they become available.
• Download Trusteer Rapport^® for your PC and provide an additional layer of security protection for your business. Trusteer Rapport^® is highly recommended by FirstBank as trusted internet security software engineered to protect your confidential information from phishing fraudsters, identity thieves, and other types of malware attacks by blocking the attacks and preventing the installation of malware. Businesses face increasing challenges in creating a secure online environment and your firewall and antivirus do not fully protect you from online fraud. Trusteer Rapport^® works alongside your current protection, and FirstBank, to prevent and alert you to potential attacks. Trusteer Rapport^® provides the following protection:
  
  
  • Shields you from malware attacks which include computer viruses, spyware, Trojan horses, and other malicious programs.
  • Authenticates websites accessed to prevent phishing. Phishing is a fraudulent attempt, usually via email, to steal your financial information.
  • Locks down your browser and creates a tunnel for safe communication with FirstBank.
  • Conducts numerous tests in the background to quickly identify suspicious activity of potential new threats.
  • Generates reports on attempts made to break in to your login session.
  • Compatible and does not conflict with your existing security software. It is lightweight and pops up only to warn you of foul play.
  • Alerts FirstBank to possible threats or foul play allowing us to take quick action to mitigate the risk to you.
  • Free of charge software delivers extra security while you are signed in to our site and makes banking online safer for your business.
  • Download and installation is easy and takes only a few minutes at https://www.ibm.com/security/trusteer/landing-page/1st-bank-internet-cash-management/.

If you have any questions or would like more information about Internet Cash Management security, please call one of our specialists Monday - Friday, 7:00am-6:00pm at 303-235-1378.

ICM Mobile App

What is the ICM Mobile app and how do I get started?

The ICM Mobile App is an app designed for select smartphones. To get started, visit your device's app store and search for FirstBank Internet Cash Management. You will know it's us by our orange cube logo. FirstBank offers two different Online Banking Apps. If you want to use the ICM Mobile App for your Internet Cash Management service, make sure you download the FirstBank ICM Mobile App and not the general FirstBank App.

What can I do with the ICM Mobile App?

Using our ICM Mobile App you can bank virtually anywhere. You can:

• View account balances
• View account details
• View transaction history
• View check and deposit item images
• Transfer funds
• Approve Wires
• Approve ACH batches
• Contact us via telephone or email
• Deposit checks

Is there a fee for the Internet Cash Management(ICM) Mobile App?

FirstBank does not charge a separate fee to use the ICM Mobile App. All Internet Cash Management service fees are still applicable. Connectivity and usage rates may apply. Contact your wireless service provider for more details.

What are the terms and conditions for the ICM Mobile App?

All terms and conditions applicable to Internet Cash Management apply to the ICM Mobile App. The Internet Management Agreement can be assessed while logged in to the full site by clicking on the Glossary.

Is the ICM Mobile App Safe?

FirstBank safeguards your information according to established security standards and procedures in order to keep your financial information secure and confidential. We use many lines of defense to protect your account information, including encryption, firewalls, timed log off, virus protection, and a secure login process. You can depend on your accounts and your account information being safe. More information on Internet security.

Is it safe to use the ICM Mobile App while connected to a wireless internet connection?

Wireless networks are common in a variety of locations, such as coffee shops and restaurants. These connections are typically insecure and pose an increased risk of data theft. When possible, instead of using free wireless networks, use your device's native data connection such as your wireless network carrier.

Can someone intercept my ICM Mobile App transactions?

No. 128 bit SSL encryption protects your information as it travels from your mobile device to the bank. The 128 bit SSL encryption technology is the same encryption that safeguards internet traffic for secure web applications.

Can I use the same user ID, password, security questions, and token for the ICM Mobile App that I use on the Internet Cash Management full site?

Yes. If you are not enrolled in Internet Cash Management, you can contact a customer service representative between 7:00 AM and 6:00 PM (MST/MDT), Monday through Friday, at 303-235-1378 or 855-426-1500, Option 2 to assist you with enrollment.

Do I have to be enrolled in Internet Cash Management to be able to use the ICM Mobile App?

For security purposes, you must be enrolled in Internet Cash Management to access account information and perform banking transactions using the ICM Mobile App.

Can my ICM Mobile App be accessed without a User ID and Password?

No. For your own safety, we'll ask you to use your Internet Cash Management User ID and Password to access the ICM Mobile App. You may also be prompted to enter one of your Security Questions.

After how many incorrect log-in attempts will my access to the ICM Mobile App be locked?

Your ICM Mobile App and ICM full site access will be locked after the third invalid User ID, Password, or Security Question entry. You can reset your Password by calling us at 303-235-1378 or 855-426-1500, option 2, then option 1.

How can I be sure the ICM Mobile App is secure if I lose my mobile device?

Just as with the Internet Cash Management full site, all account data resides at FirstBank. We require users to enter a valid User ID and Password to access the secure Internet Cash Management site. If your mobile device is stolen, they won't be able to access your sensitive Internet Cash Management information without your User ID and Password, but you should also notify us. You can contact us 24 hours a day at 303-232-5522 or 1-800-964-3444.

Will my ICM Mobile App session time out?

Yes, just like your session in Internet Cash Management using a computer, your ICM Mobile App session will time out. Please ensure you are active on the site after you have logged in.

Can I view all of my accounts through the ICM Mobile App?

Yes. You can view all accounts through the ICM Mobile App that you view through Internet Cash Management.

What is a Data Plan?

A data plan enables the services which include accessing the Internet and receiving data messages with your mobile device. Your mobile device must be able to access the Internet. Plans and fees vary by mobile network provider.

What does this icon indicate on the Accounts page at the bottom of each account tile?

The two dots indicate your ability to swipe the tile for additional information.

How do I contact an ICM Mobile App expert?

FirstBank makes it easy to contact us by providing you one-tap Customer Service access within our Help menu. Simply tap the menu in the upper right hand corner.

Can I use the same token to log into the ICM Mobile App that I use for the Internet Cash Management full site?

Yes, whether you have a physical token or a mobile token, you will be able to use the same token device for the mobile app.

Can I reset my password in the ICM Mobile App?

No, similar to the Internet Cash Management full site, you will need to call us at 303-235-1378 or 855-426-1500, Option 1 to reset your password.

Will the user permissions and limits established in Internet Cash Management still apply within the ICM Mobile App?

All user permission and limits established in ICM Online will also apply to the ICM Mobile App. The ICM Mobile App does not allow you to change permissions and limits within the App.

Can I deposit a check with the ICM Mobile App?

Yes. Simply select the Deposit tab from the home screen to get started.

How do I Sign Up?

Contact our Treasury Management Department at 303-235-1378 or toll-free at 855-426-1500 Monday through Friday between 8AM and 6PM (MST/MDT) or visit any FirstBank location. For the nearest branch, visit our location finder.

What do I need to utilize the service?

360Control supports all versions of Internet Explorer that are officially supported by Microsoft.

As of December 2009, Microsoft supported versions are:

• IE 6 Service Pack 2 and higher
• IE 7 Service Pack 2 and higher
• IE 8 (all production versions)

Note: Regular Microsoft updates are highly recommended. These updates contain security patches that are important to the continued secure operation of the system. 360Control may continue to function correctly on older versions of Internet Explorer, however, this cannot be guaranteed.

Support for Firefox and Safari is at a testing stage:

• Firefox 3.0 and higher
• Safari 3.0 and higher

Other requirements:

• The browser must have access to secured sites (HTTPS)
• Popups must be enabled
• The recommended Screen Resolution is 1024 X 768 pixels or higher

Detailed settings for Internet Explorer are available in the 360Control Internet Settings Guide.

Additional Help

Contact our Treasury Management Department at 303-235-1378 or toll-free at 855-426-1500 Monday through Friday between 8AM and 6PM (MST/MDT).

Enjoy all these automated features, all of which are 100% free of keyboards, mice, or pop-up windows:

• Transfer funds between FirstBank accounts.
• Verify checking, savings, and FirstLine of Credit account balances.
• Receive information about electronic deposits that will post to your account.
• Determine if a specific check has been paid.
• Get the last 20 checks and electronic withdrawals that have cleared your checking account.
• Get cash reserve information and make cash reserve payments.
• Get the last 20 withdrawals and the last interest paid on your savings account.
• Get the last 10 deposits to your checking or savings account.
• Speak to a representative about loans and new accounts.

Personal service 24 hours a day. Press “0” at any menu to speak to a customer service representative. A customer service representative can also assist you in setting up a PIN to access the automated banking system.

Sending Wire Transfers

To send a wire, you need to have the following information.

• The receiving bank's ABA number (routing number) and name of the bank.
• Beneficiary (person to whom the wire is being sent).
• Account number of beneficiary.
• City and state of the receiving bank.
• Valid form of identification

Sometimes the receiving bank requires additional information. Please contact the receiving bank to obtain their “wiring instructions.”

Wires are a safe, efficient, and fast way to send money. However, wire fraud is a real threat. Financial criminals are using compromised email accounts, fake websites, and changing phone numbers as a way to misdirect valid payments into their hands. Before sending a wire transfer make sure you confirm the wire instructions directly with the person or organization that’s receiving the funds through a secure method.

Wires may be initiated over the phone by signing a Wire Transfer Agreement at any branch location. Completing this agreement is required for personal and business customers who frequently request wire transactions or are unable to visit any FirstBank location. FirstBank offers the ability to choose up to four verification methods in order to ensure the security of these funds.

The fees for sending a wire are $30 for a domestic wire and $45 for a foreign wire. The fees for sending a telephone wire are $50 for a domestic wire and $65 for a foreign wire. To initiate a wire by telephone, please contact us at 303-231-2005 or 1-800-467-7640 outside the Denver Metropolitan area. We will send wires Monday-Friday 9:00 a.m. to 2:00 p.m. (MST/MDT). If we receive a request to send a wire after 2:00 p.m., it will be sent the next business day. Wire requests for the following business day may be taken until 5:00 p.m. (MST/MDT). Same-Day Federal Tax Deposit wires can be initiated for commercial customers only; these wires are $45 and must be completed at a branch location by 12:00pm (MST/MDT).

Receiving Wire Transfers

To receive a wire at FirstBank, the following information should be given to the party that is originating the wire.

• FirstBank's routing number: 107005047.
• FirstBank's address:
  10403 West Colfax Avenue
  Lakewood, CO 80215
• Your name and your 10-digit account number.
• Any specific instructions for the money.

The fee for an incoming wire is $10 for FirstBank customers; FirstBank does not accept wire transfers for non-customers. We cannot anticipate exact arrival times nor can we guarantee that wires will be received on the same day they are sent. The wire may need to be sent through an additional bank and thus be delayed or subject to additional fees, the information received may not be complete enough for the wire to be processed. If it is a foreign wire, it may take a few days to a few weeks to receive the wire.

How often will I receive a statement?

You will receive a mortgage loan statement every month.

What kind of mortgages or loans will receive FirstBank statements?

Mortgage

Any mortgage that was originated through FirstBank and is serviced by FirstBank will receive monthly statements. This includes both commercial and consumer mortgages and fixed and adjustable rate mortgages.

Loans

Any consumer installment loan secured by a 1–4 family residence will receive monthly statements.

When will I receive my statements?

Mortgage

You will receive your mortgage statement mid-month. Paper statements will be mailed two business days after the 16th, and eStatements will generally be made available on efirstbank.com by 4:00 p.m. (MST/MDT), two business days after the 16th.

Loans

Your statement will cycle on the 11th calendar day after your last payment due date. Paper statements will be mailed and eStatements will be made available one day after this date.

How do I change the delivery method of my statement?

If you are currently receiving paper statements and would like to change to electronic statements (eStatements), you can log into your Online Banking and enroll in eStatements. If you currently receive eStatements but would like to begin receiving paper statements, you can call our customer service representatives at 303-237-5000 or toll free at 1-800-964-3444.

Where can I find my statement online?

Your statements can be found under the eStatements link in the "Accounts" tab on efirstbank.com.

How long are past statements available in Online Banking?

Statements are available for approximately 36 months. This includes previous quarterly statements for mortgages and monthly statements for mortgages and loans. Please note that if you close your account the transaction history will be available for a certain period of time before it is removed from our system.

When will I receive my first statement after I have closed my mortgage or loan?

Mortgage

You will receive your first statement in the next billing cycle after the closing date of your mortgage. For example, if you closed your loan on February 21st, you would receive your first statement in mid-March.

Loans

You will receive your first statement the month following the due date that you established upon closing your loan. If you have set your first due date as 1/10/14, the first statement will be created 1/21/14.

When will I receive my last statement after I have made my final payment?

Mortgage

You will receive one final mortgage statement after you have paid off your loan. This will include any escrow information. Keep in mind escrows take approximately two weeks to process. Depending on when your loan was paid off, they may not have been processed when your final statement was sent to you.

Loans

You will receive one final statement on the same cycle that you have received all prior loan statements. This statement should show a zero balance owing.

Can I use the Paid Year to Date amount for tax purposes?

No, the Paid Year to Date amount on mortgage statements is from December 17th of the previous year to the current date. For either loan or mortgage statements, you should always use the interest amount on your 1098 for tax purposes.

Where can I find my 1098 tax form?

The 1098 tax form can be found on the loan details page in Online Banking, above the posted transactions.

When I pay any outstanding fees, how are they applied to my Mortgage or Loan?

When you pay any outstanding fees on your mortgage or loan, your payment will be applied to your oldest fees first. For mortgages, when you add additional funds to your payment for fees, you will need to indicate how those funds should be allocated on the bottom of your coupon.

On my mortgage statement, I am receiving a coupon, but am set up for Automatic Payments, why is this?

Every mortgage statement includes a coupon on the bottom of the first page. If you have automatic payments, you can disregard this coupon unless you would like to make additional principal, escrow or fee payments.

I received a Delinquency Notice. What does this mean and how do I read it?

If you have received a Delinquency Notice, it means that your loan or mortgage is at least 45 days past due. The notice describes your outstanding payment, any outstanding fees or charges, and what you need to pay to bring your loan current. If you have any questions about this notice, please do not hesitate to contact your Branch Officer or the Customer Service department at 1-800-964-3444.

What is included in the Delinquency Notice?

• Date on which the mortgage or loan became delinquent and the number of days delinquent on the mortgage or loan.
• Mortgage or loan history for the previous six months or the period since the last time the mortgage or loan was current, whichever is shorter.
• Amount remaining past due from each billing cycle or, if any such payment was fully paid, the date on which it was credited as fully paid.
• Total payment amount needed to bring the mortgage or loan current (This amount will match the amount due and the total amount due on the statement).
• Notification of possible risks, such as foreclosure and expenses, that may be incurred if the delinquency is not cured.
• A reference to Housing Counselor information.

What is the difference between my current and available balance?

Your current balance is the balance in your account as of close of business the previous business day. Your available balance is the current balance, minus or plus, any electronic transactions that may occur that day or in the near future. Therefore, the two amounts may be different from day to day.

Electronic transactions include ATM deposits and withdrawals, Visa Debit Card transactions, wires, direct deposits, or automatic withdrawals you have set up. When an electronic transaction is initiated, it will typically show as "Pending" on your account.

As stated previously, pending electronic transactions are reflected in your available balance (the amount available for withdrawal) immediately. When nightly processing is completed, electronic transactions are processed, and posted to your current balance. There are some exceptions such as Visa Debit Card authorizations and ATM transactions made after the cut-off time, which can remain as "Pending" for up to three to five business days before posting to the current balance on your account.

It is FirstBank's policy to process all credits (deposits), electronic or manual, to your account before any debits (checks, Visa transactions, and withdrawals) are deducted.

What is the difference between my available and projected balance?

Your available balance is the current balance, minus or plus, any electronic transactions, cash deposits or a portion of paper deposits that may occur that day or in the near future. Your projected balance is your current balance, minus or plus, any transactions that will occur that day. The projected balance is an estimate of what your account balance may be once nightly processing is completed, using the information available at that time.

Transactions that will occur today include the full amount of any pending deposit or pending debits, which may include electronic, paper or cash deposits or paper or electronic debits from your account. Any balance available on an overdraft line of credit will not be reflected in the projected balance.

Pending paper items may include any transactions conducted over the bank teller line, or checks written off of your account that have been negotiated at another financial institution that will be deducted from your account balance after nightly processing is completed. You will receive full same-day credit on any cash deposits made over the bank teller line, and up to $500 per account per day on any other paper deposits such as ATM deposits or a deposit made over the bank teller line.

As stated previously, electronic transactions include ATM deposits and withdrawals, Visa Debit Card transactions, wires, direct deposits or automatic withdrawals you have set up.

When do transactions post to my account?

Any transactions you perform, such as deposits or withdrawals, are processed at the end of each business day, and will be reflected in the current balance on your account around 7:00 a.m. the following morning. Monday through Friday are considered business days, with the exception of Federal Holidays.

For example, if you make a manual deposit with a teller Monday, we will process the deposit at close of business Monday night. The deposit will be reflected in your current balance around 7:00 a.m. Tuesday morning and will be available for withdrawal. If you make a manual deposit on Saturday, which is not a business day, we will process the deposit with Monday's business as described above.

Any transactions you do at a branch location, such as the deposit with the teller in the above example, are considered "manual transactions." Manual transactions include any checks you have written, or deposits or withdrawals made through a bank employee. These transactions can take between 2 to 4 hours to post to your account. You will not see these reflected on your account until nightly processing has finished and they are posted to your current balance the following morning. You may be able to see electronic transactions reflected on your account sooner than manual transactions. Electronic transactions include ATM deposits and withdrawals, Visa Debit Card transactions, wires, direct deposits, or automatic withdrawals you have set up. When an electronic transaction is initiated, it will typically show as “Pending” on your account.

Pending electronic transactions are reflected in your available balance (the amount available for withdrawal) immediately. When nightly processing is completed, electronic transactions are processed, and posted to your current balance. There are some exceptions such as Visa Debit Card authorizations and ATM transactions made after the cut-off time, which can remain as "Pending" for up to three to five business days before posting to the current balance on your account.

How do I change my PIN?

You may change your PIN at your convenience at any time. Simply give us a call at 1-800-964-3444 and we can assist you in selecting a new PIN. You can also change your PIN at any of our ATMs.

If you do not know your PIN, please contact us at 1-800-964-3444 and we can assist you in selecting a new PIN.

My card was lost or stolen.

You can cancel your card on the Card Management section in Online Banking. You can also call us at 1-800-964-3444 and we will cancel your card and send you a new one.

I have a question regarding a charge on my account?

For your security, please login to Online Banking and use the secure Bank Mail provided in the Customer Service section, or call us immediately if you suspect fraudulent activity.

Why do I have multiple pending Visa transactions for the same merchant?

When merchants accept a Visa Debit Card, they begin by obtaining an authorization, or a verification of adequate funds in the account, to approve the purchase. This authorization is shown as a “VISA AUTHORIZATION” on the pending screen, and it deducts the amount from your available balance. When a merchant closes a batch (compilation of authorizations), the authorization is processed and posts to your account, shown as a “VISA” transaction on your statement. In some circumstances, a merchant may get multiple authorizations for the same purchase. For example, a restaurant may submit one authorization for the actual amount of the bill and an additional one after you have included the tip.

After the transaction posts to your account, the authorization(s) should be removed. However, there are situations where the authorization may remain on your account for three to five business days after the transaction has posted. In the event a Visa transaction actually posts to your account twice, please contact us at 1-800-964-3444 to file a dispute.

Why is my Visa transaction for a different amount than what I authorized?

When merchants accept a Visa Debit Card, they begin by obtaining an authorization, or a verification of adequate funds in the account, to approve the purchase. This authorization is shown as a “VISA AUTHORIZATION” on the pending screen, and it deducts the amount from your available balance. When a merchant closes a batch (compilation of authorizations), the authorization is processed and posts to your account, shown as a “VISA” transaction on your statement.

Often, certain types of merchants authorize a different amount than what will actually post to your account. For example, many gas stations only authorize $1.00 in "pay at the pump" transactions, and the actual amount posts to your account when the authorization is processed.

How do I stop an electronic (EFT or ACH) payment?

To permanently cancel an EFT payment, you must contact the merchant directly. If the merchant continues to withdraw the funds from your account, please contact us to place a stop payment on the transaction.

How can I call FirstBank toll-free from outside of the United States?

To obtain an International toll free telephone number to be used when calling us, please refer to the AT&T International calling guide to select the country you will be calling from. To make the call, dial the International toll free telephone number for that country, followed by our telephone number 1-800-964-3444 when prompted to do so.

FirstBank Holiday Schedule

You can see a list of the Nationally Recognized Holidays that FirstBank observes.

How do I open a new personal account?

You have three options. You can apply online, by phone, or visit your local FirstBank.

How do I open a new business account?

So that we may provide the best service possible, we would like to speak to you directly to select a business account best suited to your needs. Please either call or visit your local FirstBank.

How do I change my address or phone number?

For your security, please login to Online Banking, click on "Contact Information" under the Communication Center tab, or you can call us.

How do I reorder checks?

You can login to Online Banking, click on "Settings" and select "Checks and Deposit Slips" to place your order. You can also call us at 1-800-964-3444 or visit your local FirstBank branch to reorder checks.

Table of Contents:


• Tap to Pay Cards
• Zelle® Payments
• Smart Choice College Savings Plan

Tap to Pay Cards

What is a Tap to Pay card?

Tap to Pay cards, also referred to as Contactless cards, have an antenna embedded in the plastic, using NFC (Near Field Communication) technology which requires no physical contact be made between the card and payment terminal to complete a payment transaction. Tap to Pay cards leverage the same technology as smartphones and other contactless-enabled devices to complete transactions at enabled terminals.

Are Contactless transactions secure?

Yes. By utilizing radio frequency in the antenna of the card, the cardholder's personal information like name, security code, and billing information such as zip code are not transmitted. Instead, a one-time code is sent from the card to complete the transaction.

How can I tell if my card is Contactless enabled?

What are Contactless payments?

Contactless payments use short-range wireless technology to securely complete payments between a contactless-enabled card and contactless-enabled checkout terminal. A Tap to Pay Visa card is a chip card with an NFC (Near Field Communication) antenna, which enabled close-range payments. When you tap your contactless card at a contactless-enabled checkout terminal (near the Contactless Symbol) a payment is sent for authorization.

Do I have to actually tap my card on a contactless-enabled checkout terminal?

No. You do not have to physically tap your card on the terminal. You should hold your card close (within 1-2 inches) of the Contactless Symbol.

What are the benefits of Contactless payments?

Contactless payments are easy. You simply tap your contactless-enabled card at contactless-enabled checkout terminals. They are also fast and convenient to use in places that you need to pay on the go. Just like transactions made with a chip card, each contactless card transaction is accompanied by a one-time code that protects your payment information, so contactless payments are also secure.

Where can I use my Tap to Pay card? What if I don't see the Contactless Symbol?

You can Tap to Pay wherever you see the Contactless Symbol at checkout terminals. If you don't see the Contactless Symbol you can insert your card to complete a chip transaction, or with the magnetic stripe by swiping your card.

Can I use my Tap to Pay card outside of the U.S.?

Yes. You can use your Tap to Pay card where Visa is accepted by tapping it at contactless-enabled checkout terminals, inserting your card to complete a chip transaction, or swiping it using the magnetic stripe. Many countries have already adopted contactless payments.

Are Tap to Pay cards safe?

Yes. Tap to Pay cards are safe for a number of reasons:

• Each transaction is accompanied by a one-time code that securely protects your payment information, just like a chip card.
• You can't pay accidentally. Your card must be within 1-2 inches of a contactless-enabled checkout terminal for a transaction to occur. You won't be billed twice, even if you accidentally tap twice.

Zelle® Payments

What is Zelle®?

With Zelle, you can send and request money easily and securely to your friends and family using only their email address or U.S. mobile phone number. Zelle is fast, secure, convenient and available through Online Banking or the FirstBank Mobile App.

Who can I send money?

Recipients will need to have a bank account in the U.S. If their bank is not working with Zelle, they will need to have a debit card that is attached to their account, which can be enrolled through the Zelle app to use the service. Zelle should only be used to send money to friends, family or others you trust.

Who can I request money from?

Requests can only be sent to a phone number already registered in the Zelle network. Requests may be sent to any email even if it is not registered yet.

Will my contacts see my bank information?

Your bank account information is confidential and will never be shared with your contacts. The only information your contacts will see is your name and your email address or mobile phone number, depending on how you sent the payment.

What is the security code used for?

This is a security feature used to verify that the email address or mobile phone number registered is accessible by you. Messages are sent via your registered contact method, so by verifying your access to this method, you are confirming that you will receive notification of payments.

What information do I need to send a payment or request?

All you need is your recipient's name and email address or mobile phone number.

How do I send a payment?

From the website, select "Send Money with Zelle®" from the navigation bar under Transfers & Bill Pay. Follow the one-time enrollment steps. Click the "Send" button and select or add a contact. Enter the amount and which account the money will be sent from. After reviewing the information hit "Send" to complete the payment.

From the mobile app, select the "Send Money" tab from the navigation bar at the bottom. Follow the one-time enrollment steps. Click the "Send" button and select or add a contact. Enter the amount and which account the money will be sent from. After reviewing the information hit "Send" to complete the payment.

How do I send a request?

From the website, select "Send Money with Zelle®" from the navigation bar under Transfers & Bill Pay. Follow the one-time enrollment steps. Click the "Request" button and select or add a contact. Enter the amount you would like to request. After reviewing the information hit "Request" to complete the request.

From the mobile app, select the "Send Money" tab from the navigation bar at the bottom. Follow the one-time enrollment steps. Click the "Request" button and select or add a contact. Enter the amount you would like to request. After reviewing the information hit "Request" to complete the request.

When will my payment or request be received?

Transactions typically occur in minutes when the recipient's email address or U.S. mobile number is already enrolled with Zelle. Recipients will be notified immediately that a payment is on its way. Requests for money will also notify the recipient immediately.

What are the limits?

New customers have a daily limit of $500.00. As you use this service your limit will increase to:

• Daily: $2,500.00
• Weekly: $5,000.00
• Monthly: $10,000.00

This limit may vary per customer or case.

Requests are limited to less than $10,000.00, but when a recipient of the request responds by sending money, they will be limited by their sending limits and are not necessarily going to be able to send the full requested amount.

Please contact an Online Banking Representative at 1-800-964-3444 option 3 for further information.

What are the fees?

There are no fees for Zelle.

How will my contacts receive payments and requests?

Your contacts will receive either an email or text message notifying them of your payment or request. If they have never received a Zelle payment or request before, information on how to register their bank account will be sent to them. After registration is completed, the money will be sent to their bank account or the request will be sent to their Zelle profile.

How do I receive Zelle® payments?

When you register for Zelle, your email address or mobile phone number is tied directly to your FirstBank Checking or Savings account of your choice. When other Zelle users would like to send you money, all they need is the email address or mobile phone number that you have registered with. If you are registered with the service, the money will automatically be accepted and deposited to your primary account. You will receive a notification via your registered contact method anytime someone is sending you a payment.

How do I receive Zelle® requests?

Once you have registered for Zelle, you will receive notifications about incoming requests for money via the email or phone number you have registered with. You can then view and respond to these requests under the Zelle Activity section of Online Banking or the Mobile App.

When is money debited from my account?

As soon as you submit a payment, the money will be removed from your available balance.

What happens if my contact never registers to receive my payment?

Your contacts have 14 days to register to receive their first Zelle payment. If they do not register, the payment will be cancelled and the money will be credited back to your account.

How can I change my contact method?

From the website, select "Send Money with Zelle®" from the navigation bar under Transfers & Bill Pay. Select the Settings tab and update the desired information.

From the mobile app, select the "Send Money" option from the navigation bar at the bottom. Tap the gear icon in the top right of this screen then select "My Zelle Information" and update the desired information.

Changing your contact method will require verification with a new security code on both the website and mobile app.

How do I change my contact's information?

From the website, select "Send Money with Zelle®" from the navigation bar under Transfers & Bill Pay. Select the Contacts tab and click on the pencil icon to edit the contact or the trash can icon to delete this contact. To change a contact's email address or phone number, you will first need to delete the contact then enter in the new email address or mobile phone number via the "Add New Contact" button at the bottom of your contact list.

From the mobile app, select the Send Money tab from the navigation bar at the bottom. Select the gear icon and tap "Contacts". Tapping on a contact will allow you to edit their first name, last name, and nickname. To change a contact's email address or phone number, you will first need to delete the contact by tapping the trash can icon next to their name. The new contact information can be added via the "Add New Contact" button on the bottom.

Can I edit or delete a payment or request?

Once a payment has been submitted, it cannot be edited or deleted. A request for money will remain active for up to 14 calendar days before expiring. Active requests can be deleted from the Zelle activity page any time before the request is fulfilled, modified, denied, or expired, but cannot be edited once it has been submitted.

What happens when I delete a contact?

Your contact will be removed from your Zelle contact list. All pending payments will still process.

What does the activity section show?

On both the website and mobile app, the activity section of Zelle will display all incoming and outgoing payments and requests (except cancelled outgoing requests). Active incoming requests will be at the top of the activity section of Zelle. You will have the option to send the requested amount, modify the requested amount, or decline the request. Any action taken on these will notify the person who has sent the request. Recurring and future dated Zelle payments are also found here. Any of these can be deleted before the date it is scheduled to occur. As you generate Zelle transactions they will be listed in the History section.

What types of accounts can send and receive payments?

Most Consumer and Business Checking and Savings accounts are eligible for sending and receiving payments.

What is my primary account?

Incoming payments will credit your primary account. This is also your default account for sending a payment.

Can I change my primary account?

Yes, you can always change your primary account.

From the website, select "Send Money with Zelle®" from the navigation bar under Transfers & Bill Pay. Select the Settings tab and select the account you would like from the drop menu.

From the mobile app, select "Send Money" from the navigation bar at the bottom. Tap the gear icon in the top right and select "My Zelle Information". Select the account you would like from the drop menu.

I am trying to register my email address or mobile phone number and I am receiving a message that is it already registered. Why?

An email or mobile phone number can only be registered once in the Zelle network, which includes other institutions. If you have registered your email address or mobile phone number with another bank that is a part of the Zelle network, then you will need to call a FirstBank Customer Service Representative at 1-800-964-3444 so you may register it with FirstBank instead.

What if I send a payment but it is not received by my recipient?

Please allow three business days after your recipient has registered to receive the payment. If after this time the payment has not been received, please call a FirstBank Customer Service Representative at 1-800-964-3444.

Can I pay a business with Zelle?

Some eligible businesses are able to receive payments with Zelle. Ask your favorite business if they accept payments with Zelle. If they do, you can pay them directly from your FirstBank's Mobile App or Online Banking using just their email address or U.S. mobile number.

Neither FirstBank nor Zelle offer a protection program for any authorized payments made with Zelle, so you should only send money to people (and businesses) you trust. Also, always ensure you've used the correct email address or U.S. mobile number when sending money.

Get Paid with Zelle

How do I tell my customers that they can pay me with Zelle?

There are a few ways you can encourage your customers to pay you with Zelle.

• Tell customers verbally that you accept payments with Zelle, and that they can easily send you money right from their banking app
• Print it on an invoice. We recommend adding "I accept payments with Zelle®"
• Use Zelle to request money from your customers (which will send them a notification telling them you've requested payment with Zelle)

Please note, you'll only be able to receive payments from consumers using Zelle through their financial institution's mobile banking app. You will not be able to receive payments from consumers enrolled in the Zelle app using a debit card.

How do I use Zelle to request a payment from my customer?

To request money with Zelle, select "Send Money with Zelle®" in Online Banking or the Zelle tab in the app, choose "Request", select the individual from whom you'd like to request money, enter the amount you'd like to request, include an optional memo, review and hit "Request".

Do Zelle or FirstBank offer purchase protection?

Neither FirstBank nor Zelle offer a protection program for any authorized payments made with Zelle — for example, if you do not receive the item you paid for or the item is not as described or as you expected.

Are there any fees to use Zelle with an eligible business account at FirstBank?

No, FirstBank does not charge a fee to use Zelle with an eligible business account.

I want to use Zelle to send and receive money with friends from my personal bank account, as well as to receive payments for my business from my business account. Are there any differences in the experience?

Whether you use Zelle with a business account or a consumer account, Zelle uses the same extensive network to initiate payments to eligible businesses and consumers. Consumers that are already enrolled with Zelle through their mobile banking app don't need to do anything different to send money to an eligible business — they use the existing Zelle experience they already know and trust within their bank's mobile app. However, the experience is slightly different for eligible businesses, as businesses cannot currently send payments to or receive payments from consumers that are only enrolled in the Zelle app using a debit card.

If I already use Zelle for my business, do I need to do something different to continue using Zelle?

There is nothing different you need to do. However, one change to be aware of is that in order to send money to or receive money from an eligible business, a consumer must be enrolled with Zelle directly through their financial institution, or enrolled in the Zelle app with a deposit account. Businesses are not able to enroll in the Zelle app with a debit card, and cannot receive payments from consumers enrolled in the Zelle app using a debit card.

If I use Zelle for my business, will Zelle integrate with accounting software?

No, Zelle does not integrate directly with accounting software at this time. However, since Zelle is connected to your FirstBank account, you are able to see all Zelle transactions in your Online Banking transaction records. If your bank account transactions feed into accounting software, you will see the Zelle transactions.

How do I know if my business is eligible to use Zelle?

Most Business Checking and Savings accounts are eligible for sending and receiving payments.

Who should I call if I have questions or need help?

If you have questions please call a FirstBank Customer Service Representative at 1-800-964-3444.

Can I cancel a payment if I sent money using Zelle?

You can only cancel a payment if the business or consumer you sent money to hasn't yet enrolled with Zelle. To check whether the payment is still pending because the recipient hasn't yet enrolled, you can go to your activity page, choose the payment you want to cancel, and then select "Cancel This Payment."

If you send money to a business or consumer that has already enrolled with Zelle through their bank's mobile app, the money is sent directly to their bank account and cannot be canceled. This is why it's important to only send money to people you trust, and always ensure you've used the correct email address or U.S. mobile number when sending money.

If you try to send money to a consumer that is only enrolled in the Zelle app using a debit card, the payment won't go through and a message will pop-up to let you know the payment cannot be completed. With eligible business accounts, Zelle does not currently support sending money to debit card users in the Zelle app.

If you sent money to the wrong person, we recommend contacting the recipient and requesting the money back. If you aren't able to get your money back, please call us at 1-800-964-3444 so we can help you.

Is there a limit to how much money I can send with Zelle?

New customers have a daily limit of $500.00. As you use this service your limit will increase to:

• Daily: $2,500.00
• Weekly: $5,000.00
• Monthly: $10,000.00

FirstBank establishes these limits and they may vary per business or case.

Requests are limited to less than $10,000.00, but when a recipient of the request responds by sending money, they will be limited by their sending limits and are not necessarily going to be able to send the full requested amount.

Please contact an Online Banking Representative at 1-800-964-3444 option 3 for further information.

Is there a limit on the number of transactions I can send and receive with Zelle each month?

No, there is no set limit to the number of Zelle transactions.

Smart Choice College Savings Plan

What is a 529 savings plan?

529 plans are state-sponsored college savings plans established by the federal government in Section 529 of the Internal Revenue Service Code. 529 plans offer attractive tax benefits that help families save for college.

What are the benefits of a Smart Choice College Savings Plan?

If you are a Colorado resident, every dollar you contribute to your account can be deducted from your Colorado State taxable income. Your account will grow federal and Colorado State tax-free for the duration of your investment. If you use your account for qualified expenses, earnings are also exempt from federal and Colorado State taxes. Residents of other states may still be eligible for certain tax benefits. Please consult your tax advisor for specific information regarding tax benefits.

Can there be more than one account for the same beneficiary?

Yes. However the aggregate balance of all accounts for a single beneficiary may not exceed $400,000.

Is the beneficiary required to attend a Colorado college?

No. You may use your funds at eligible public and private colleges, universities, trade and vocational schools across the country.

What if the beneficiary doesn't go to college?

If the beneficiary decides not to attend college, you can name another beneficiary (certain restrictions apply; please see the Plan Disclosure Statement for complete information), or you can choose to leave the funds in the account for a time when he or she might decide to attend college. If you need your savings for another purpose, you can withdraw the funds; however, there are tax consequences for non-qualified withdrawals. Please consult your tax advisor for specific information regarding tax benefits.

What higher education expenses are covered by the plan?

You can use your savings to pay for qualified expenses such as tuition, fees, certain room and board, required books and supplies, and certain computer equipment, software, and Internet access (for 2009 and 2010 only). Other withdrawals may be subject to federal and state taxes, as well as penalties. Please consult your tax advisor for specific information regarding tax benefits.

How do I change the Successor Account Owner?

Please complete the Designation of Successor Account Owner Form and return it in person to any FirstBank location or mail the form to the address provided below.

FirstBank
529 Plan Administrator
12345 West Colfax Avenue
Lakewood, CO 80215

How do I perform a Rollover?

Please include a completed Rollover Certification Form when you make your deposit. Please note, there is a limit of one rollover per calendar year.

Overdrafts & Overdraft Fees

How do overdrafts occur?

An overdraft occurs when you do not have enough money in your account to cover a transaction, but we pay it anyway. We can cover your overdrafts in two different ways:

• We have standard overdraft practices that come with your account.
• We also offer overdraft protection plans, such as a cash reserve line of credit or a link to a savings account, which may be less expensive than our standard overdraft practices.

What are the standard overdraft practices that come with my account?

We do not authorize and pay overdrafts for the following types of transactions unless you ask us to:

• ATM transactions
• Everyday debit card transactions
• Checks and other transactions made using your checking account number
• Automatic bill payments
• Recurring debit card transactions (at the time of authorization)

If we do not authorize and pay an overdraft, your transaction will be returned or declined.

What is a recurring debit card transaction, and can this type of payment overdraw my account?

A recurring debit card payment is a transaction where you have given a merchant permission to process charges against your account using your debit card on a periodic basis, such as to make a monthly payment for services. The merchant is responsible for telling you in advance what the dollar amount of the charge will be. We authorize these charges based on your available account balance at the time the merchant requests authorization. If you do not have sufficient available funds in your account at the time the merchant requests authorization, we will decline the transaction. Once authorized, we are obligated to make payment to the merchant. This can result in an overdraft and an associated non-sufficient funds fee being charged if you do not have sufficient funds in your account at the time the merchant actually processes the charge. It can take several days from the time the merchant obtains authorization to when it is actually charged to your account. If other transactions clear your account, or you withdraw funds prior to the time the merchant charges your account, the merchant’s charge could result in an overdraft on your account.

What fees will I be charged if FirstBank pays my overdraft?

• We will charge you a fee of up to $34.00 each time we pay an overdraft.
• The maximum number of overdraft fees we can charge you for overdrawing your account is 5 per day.

Which fees will I be charged if FirstBank does NOT pay my overdraft?

Under our standard overdraft practices:

• You will not be charged for debit card transactions declined at the point of sale.
• You will be charged a fee of up to $34.00 each time we return a check, ACH, or online bill payment regardless of whether or not you authorized us to pay these types of overdrafts.
• On recurring debit card transactions, if there are funds available at authorization but the funds are not available at the time the transaction actually presents for payment, the transaction will be paid and we will charge you a fee of $34.00 for non-sufficient funds.

What if I want FirstBank to authorize and pay overdrafts on my ATM and everyday debit card transactions and/or on my checks, ACH, online bill payments, and recurring debit card transactions?

If you want us to authorize and pay overdrafts on ATM and everyday debit card transactions and/or on your checks, ACH, online bill payments, and recurring debit card transactions, call 1-800-964-3444.