FIRST CITIZENS VISA UPGRADE

General FAQs

Q1 Why was my Credit Card upgraded?
At First Citizens, we periodically review our customers’ credit card usage, along with our partner Visa, to ensure you’re getting the best possible value. Based on your usage pattern, you’ve been selected for an upgrade to enjoy enhanced features and benefits and to ensure that your existing limit aligns with the card type.

Q2 Is there an additional cost or fees associated my upgraded Credit Card?
There are no extra charges associated with your upgraded Credit Card. First Citizens will also cover all delivery costs.

Your current card’s annual membership fee remains applicable for the first year. The fee for your upgraded card will apply from the second year onward.

Q3 If I am abroad, how can I receive my new Credit Card?
If you’re abroad, your current Credit Card remains functional. For extended stays, you may request overseas delivery via FedEx at no cost to you.

To request this:

• Send a Secure Message via Online Banking
• Include your full overseas address and a valid contact number so our team can reach out.

Benefits and Rewards FAQs

Q4 What are the benefits of my new Credit Card? 
Your upgraded card comes with a host of new benefits. To explore what’s included based for your card type, please click here to visit our website.

Additional benefits are available which can be viewed directly on the Visa Benefits Portal.

Q5 What happens to my existing rewards and benefits?
All your existing rewards and benefits will be transferred seamlessly to your upgraded Credit Card. You’ll continue to enjoy enhanced value that matches your new card type.

Usage and Activation FAQs

Q6 Can I use my current Credit Card while my new Credit Card is out for delivery?
Yes, you can continue using your existing card while your new Credit Card is being delivered. However, please ensure you activate your new card within seven (7) days of receipt to avoid any service disruption.

Q7 Do I need to activate my new Credit Card before use?
Yes. Your card must be activated upon receipt via the First Citizens Mobile Banking App.

 If you have not downloaded the First Citizens Mobile App, click here for more details.

Activation is simple and can be done in two easy steps:

 Step 1: Link your new Credit Card to the Mobile App

1. Log into the Mobile App.
2. Tap the ‘Dashboard’ icon and go to ‘Settings’.
3. Choose ‘Manage Accounts’.
4. Select the card (only the last 4 digits will be shown)
5. Enable the account by selecting the slider icon to the right, ensuring that it turns green, then tap to update.

Step 2: Activate your Credit Card

Need a little guidance? You can view our quick Credit Card Activation video here or simply follow the steps below to activate your card:

Tap the dashboard icon at the top right corner of your screen

1. Select ‘Cards’
2. Choose your Credit Card (you’ll see the last four digits displayed)
3. Tap ‘Services’, then select ‘Activate’
4. You’ll receive a One-Time Password (OTP) via SMS to your registered mobile number
5. Enter the OTP when prompted. Once it’s validated, you’ll see a confirmation message saying: “It’s done”

Please note, the ‘Activate’ button will only appear within the Mobile App for cards that have not been activated.

Q8 What happens if my new Credit Card is not activated?
Your old Credit Card will eventually be deactivated even if the new card isn’t activated. To avoid being unable to transact, please activate your new card within the recommended time.

Q9 Will I be able to access real-time payments via my current Credit Card while my new Credit Card is out for delivery?
No. Payments made to your current Credit Card via our digital channels will reflect within 24 hours, not in real-time.

Q10 How can I access funds immediately via my current Credit Card while my new Credit Card is out for delivery?
To access funds in real-time, simply add your new Credit Card as a payee in Online Banking and make payments to that card number. This will allow payments to post instantly while you continue using your current card.

You can do this in two (2) simple steps:

 Step 1: Retrieve your new Credit Card number please follow the simple steps below:

1. Log in to your Online Banking account
2. Select the new card number
3. Select “Show protected data” on the top right of your screen
4. Enter your Online Banking password when prompted

The full card number will be displayed at the top left of your screen.

Step 2: Add your card number as a payee.

Click here to view the ‘Add Payee’ How-to video or follow the steps below:

1. Log in to your Online Banking Account
2. Select the ‘My Payments’ tab
3. Select ‘Manage Payees’ then click the green plus sign icon
4. Select ‘First Citizens Visa Card’ from the ‘Standard Payee Information’ dropdown menu
5. Enter Payee Information details and click ‘Submit’
6. Answer the Security question displayed

Q11 Will my existing subscriptions or automatic payments be affected?
Yes. Once your new Credit Card is activated, please update your subscription and auto-payment details with the new card information (including the new number, CVV, and expiration date). Your old card will no longer be valid for these services.