FAQs

This guide provides quick answers to common questions about our new electronic banking system. If you need further assistance with electronic banking, please call us at 877-907-3477.

Forgotten Login ID/Password
I've forgotten my password and need to access my accounts. What do I do?
I've forgotten my login ID. What do I do?
The system has warned me that one more unsuccessful login attempt will lock my account. What are my options?
I've been locked out of the system due to entering the wrong login ID or password too many times. What are my options?

Account Screens
Can I change the display order of my accounts?
Can I nickname my accounts?
How do I view check and other transaction images?
How much history displays by default for an account? Can I change this?

Mobile Banking
What are mobile banking and mobile apps?
How do I sign up for mobile banking?
What mobile devices are supported for mobile banking?
What can I do via mobile banking?
Do I need a different login ID or password for mobile banking?

Online Bill Payment
How do I sign up for online bill payment?

Secure Mailbox
How do I know if I have a message in my mailbox?
Are any messages I send secure?
Can I see the messages I've sent?
How long do messages stay in my mailbox?
Can I send messages to other online banking users?

Account Alerts
How can I set up account alerts?
When are alerts delivered?
Are alerts real-time?
What is the difference between an e-mail alert and a text alert?

First Time Login
What is my login ID?
What is my password?
What is the secure access code?
What if the phone number and/or e-mail address information displayed for the secure access code is not correct? What if I do not have access to the phone number or e-mail address listed?
How do I navigate in this new system?




Forgotten Login ID/Password

I've forgotten my password and need to access my accounts. What do I do?

If you've forgotten your password but have not been locked out, follow these steps:

  • Enter your login ID
  • Select the checkbox labeled Forgot Password?
  • Click Go
  • You will now be prompted to choose how to receive your secure access code to securely log into the electronic banking system to change your password.


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I've forgotten my login ID. What do I do?

If you forget your login ID, please contact us at 888-907-3477. Once we have verified your identity,we will provide your login ID.


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The system has warned me that one more unsuccessful login attempt will lock my account. What are my options?

If you've tried to log in and have been warned that one more unsuccessful entry will lock your account, you may choose the Forgot Password process. This process will allow you to reset your password to something you can remember without the risk of locking your account.


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I've been locked out of the system due to entering the wrong login ID or password too many times. What are my options?

If you've locked your account due to several unsuccessful log-in attempts, for your security, you are required to contact us at 888-907-3477 to unlock your account.


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Account Screens

Can I change the display order of my accounts?

Yes. You can change the display order by navigating to the Preferences menu, selecting Accounts and entering your preferred account display order. Select the order in which you prefer to see your accounts.


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Can I nickname my accounts?

Yes. You can change the default display name for any account by navigating to the Preferences menu, selecting Accounts and entering your preferred nickname for your accounts. Your chosen nickname will be used throughout the electronic banking system.


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How do I view check and other transaction images?

The magnifying glass icon next to some transactions indicates that there is an image available for viewing. Just click on the magnifying glass for the specific transaction image that you would like to view, and the system will display it in a pop-up window. You should configure your pop-up blocker to allow pop-ups from the system in order to use this feature.


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How much history displays by default for an account? Can I change this?

The default amount of history that displays for an account is 50 transactions. This default numbercan be changed by navigating to the Preferences menu and selecting Account. You may change the number of transactions displayed, or the number of days of history.


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Mobile Banking

What are mobile banking and mobile apps?

With First Financial mobile banking, you can log in to your accounts at www.bankatfirst.com using the Web browser from your mobile phone.The FREE First Financial mobile app combines the benefits of electronic banking with the power of your iPhone® or AndroidTM. To download our apps, visit the iTunes or Android App Store.


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How do I sign up for mobile banking?

You may enroll for mobile banking using the following instructions:

  • Log into the electronic banking system at www.bankatfirst.com.
  • Under the Preferences menu, select Mobile Enrollment.
  • On the Mobile Enrollment tab, select the box next to Yes, enable my user ID and password for use on my mobile device.
  • Select the Mobile Authorizations tab and create a four-digit mobile authorization code.
  • Click Submit.


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What mobile devices are supported for mobile banking?

Our mobile banking is based on your device's mobile browser, and not the phone model or carrier that you use. While mobile banking is compatible with most mobile devices, there may be a select number of devices that are not able to access mobile banking. You will require Internet access through your mobile carrier to use our mobile banking service.


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What can I do via mobile banking?

You can review account balances and history, search for transaction history, pay bills, make transfers between accounts and find your nearest ATM or First Financial banking center.


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Do I need a different login ID or password for mobile banking?

No. For your convenience, you use your current login ID and password once you enroll in mobile banking.


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Online Bill Payment

How do I sign up for online bill payment?

You may enroll for online bill payment using the following instructions:

  • Log into the electronic banking system at www.bankatfirst.com.
  • Under the Transactions menu, select Bill Payment.
  • Follow the instructions to set up online bill payment for your First Financial account.

Note:Access to online bill payment will not be available until September 2012.


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Secure Mailbox

How do I know if I have a message in my mailbox?

You can access your secure mailbox by navigating to the Services menu and selecting Secure Messages. There is also a convenient link on the Account Overview page to let you know when you have a new message.


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Are any messages I send secure?

Yes. The transport of your message is SSL-encrypted and is never sent through public, unsecured communication channels. Your secure message will be reviewed and responded to by a First Financial Bank associate.


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Can I see the messages I've sent?

No. To simplify your mailbox, we only show you the messages that you have received.


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How long do messages stay in my mailbox?

Each message is kept for a specified number of days, unless you choose to set a selected message to never expire. Otherwise, all messages will be saved until the date displayed in the “Expires on” column within the mailbox.


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Can I send messages to other online banking users?

No. This secure mailbox is solely for secure messages between you and First Financial Bank.


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Account Alerts

How can I set up account alerts?

You may enroll for account alerts using the following instructions:

  • Log in to the electronic banking system at www.bankatfirst.com.
  • Under the Preferences menu, select Alerts.
  • Choose the alerts and reminders that you'd like to receive about your accounts.


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When are alerts delivered?

Secure message and e-mail alerts are delivered immediately after transactions have beenprocessed. Phone alerts are delivered at the time you select on any day that the alert is triggered.


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Are alerts real-time?

No. Alerts are triggered at processing time each day. For example, if your account experiences activity on Monday that requires an alert, that alert will not be sent until after processing on Monday night. Secure messages and e-mail alerts would be sent as soon as processing is complete on Monday night, while a text alert would be sent at the time selected on Tuesday.


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What is the difference between an e-mail alert and a text alert?

An e-mail alert will appear in the inbox of the e-mail address we have on file for your account. Since public e-mail is not a secure channel, the message will only indicate that an alert has been triggered on your account, and advise you to log into electronic banking for more information. A text alert will be sent to your mobile device or smartphone via text message. This notification will provide more specific detail about the alert on your account.


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First Time Login

What is my login ID?

Your login ID will remain the same after the conversion. Use your current online banking login ID to access your account within the new system.


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What is my password?

You do not have to enter a password when you log in for the first time. Simply enter your login ID and click Go. On the next screen, skip the password box and click the I am a First-Time User check box. Then click Go and follow the instructions.


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What is the secure access code?

The secure access code is a temporary code that is provided to you through an e-mail address orphone number that you previously supplied to us. This code provides a secure entry into the electronic banking system when you log in for the first time and later, if you ever forget your password.


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What if the phone number and/or e-mail address information displayed for the secure access code is not correct? What if I do not have access to the phone number or e-mail address listed?

It's important that we have your current contact information on file, since you cannot complete your enrollment without at least one valid contact that you can access. If the information displayed is not up-to-date, or you are not able to access the phone number or e-mail address listed to receive a secure access code, please contact us at 888-907-3477. Once we have verified your identity, we can add a new phone number or e-mail address that you can access to receive your secure access code.


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How do I navigate in this new system?

Once you have completed the login process, you will see the Account Overview screen. This page displays a quick view of each of your accounts, and serves as an access portal to all the features in our new system.

  • Click Overview in the Accounts menu to return to this page from anywhere in the system.
  • Doubleclick the account name to display account history for that account.
  • The balance columns show both the current balance and available balance for your accounts.

First-time Login Information


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If you need further assistance with electronic banking, you may contact our Client Service Center at 888-907-3477 or e-mail us at clientservice@bankatfirst.com.