Mobile Banking App FAQs

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

Yes, you must be enrolled in First Citizens Online Banking to access account information and perform banking transactions through First Citizens Mobile app. If you’re not enrolled in Online Banking, from your computer simply click the “Sign Up” option, to request Online Banking.

The mobile device required for this service must have a wireless data plan which supports web browsing functionality.

Once you are registered for Online Banking and enrolled for Mobile Banking, simply download the app from the relevant app store

To download the upgraded First Citizens Mobile Banking App, simply follow the steps below:

1. Visit the Apple Store or Google Play Store
2. Type “First Citizens Mobile Banking App” in the search bar
3. Select “First Citizens Mobile Banking App”
4. Click the “Install” or “Update button
5. Complete the registration process  

Please be advised that you may be required to uninstall the previous app and upload the upgraded app to access the new features.

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

Depending on your device, using the date picker function:

1. If the current year is defaulted, click the year and scroll through until you find your year of birth, then select the month and date
   OR
2. Scroll through the month, date and year

If you do not receive a SMS or Email OTP when registering for the First Citizens Mobile Banking App, you can send a Secure Message within Online Banking by clicking the “MyMessages” tab and select “Send New Message” or email us at channelsupport@firstcitizenstt.com and one of our customer service representatives will contact you.

Please note, depending on your mobile device, your SMS OTP maybe be automatically uploaded.

Yes, and if you’re not enrolled in Online Banking, from your computer simply click the “Sign Up” option, to request Online Banking.

No, for your security, we require you to use your Online Banking User ID and Password to access the First Citizens Mobile App

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

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

You can:

• Log in easily to the App using Face ID, thumbprint or a 6-digit code
• View real-time account balances, inclusive of your Credit Card balances and investment accounts
• Pay your utility bills and Credit Card(s)
• Transfer funds to other First Citizens accounts and other banks
• Schedule payment to First Citizens accounts and other banks
• Order cheque books
• Request stop payments on cheques
• Enable and receive alerts via SMS and\or email
• Activate your credit card(s)
• Place temporary or permanent holds on your debit or credit cards
• Request a replacement card if lost or stolen
• Locate a First Citizens Branch or ATM nearest to you
• Request assistance through our support portal via the Help icon

All of the accounts selected upon registration are accessible.

The default account is selected during the enrolment process. The default account is automatically selected when the BAL or LAST text command is used alone without specifying an account nickname.

The new upgraded features include:

• Biometric and PIN Authentication- Face ID, thumbprint or a 6-digit PIN
• Debit and Credit Card Controls- Activate your debit or credit cards, place  temporary or permanent  holds and/or request a replacement card
• Cheque Management- Order your cheque books and/or request stop payments on cheques
• Alert Management- Enable and receive alerts via SMS or email as well as receive notifications within the App
• Wealth Management- View all your investment accounts

You can enable the Biometric and PIN Authentication feature(s) by following the simple steps outlined below:

1. Click on the “Dashboard” icon located on the top right corner of your screen
2. Select the “Setting” icon
3. Select the “Security” option
4. Turn on the “Enable Login with Biometrics” and “Enable Login with PIN” buttons and you will be prompted to scan your fingerprint and select a six digit code

You can easily activate your Credit Card(s) or Visa Debit Card(s) by following the steps outlined below:

1. Click on the “Dashboard” icon located on the top right corner of your screen
2. Select the “Cards” feature
3. Select the “Credit” or “Debit” option located to the top of your screen
4. Select the “Services” option
5. Click the “Activate” button to complete the request

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

Change your Visa Debit Card Personal Identification Number (PIN) by following the steps outlined below:

1.      Click on the “Dashboard” icon located on the top right corner of your screen

2.      Select the “Cards” feature

3.      Select the “Debit” option located to the top of your screen

4.      Select the account type

5.      Select the Card

6.      Then click “PIN Change”

What to do if my Credit or Visa Debit Card is lost, stolen or compromised?

To disable your Credit or Debit Card(s), simply follow the steps outlined below:

1. Click on the “Dashboard” icon located on the top right corner of your screen
2. Select the “Cards” feature
3. Select the card type (credit or debit card) located to the top of your screen

To request a replacement card, simply follow the steps outlined below:

1. Click on the “Dashboard” icon located on the top right corner of your screen
2. Select the “Cards” feature
3. Select the “Credit” option  located to the top of your screen
4. Select the “Services” option
5. Click  the “ Replace” button to complete the request

To request cheques books, simply follow the steps outlined below:

1. Click on the “Dashboard” icon located on the top right corner of your screen
2. Select the “Service Request” icon
3. Select the “Cheque Book Order” option
4. Select an account to complete the request

To request stop payments on cheques, simply follow the steps outlined below:

1. Click on the “Dashboard” icon located on the top right corner of your screen
2. Select the “Service Request” icon
3. Select the “Stop Cheque” option
4. Select an account to complete the request

To enable your Alerts, simply follow the steps outlined below:

1. Click on the “Dashboard” icon located on the top right corner of your screen
2. Select the “Alert Management” feature
3. Select the Alert type(s) of your choice and enable

It provides a snapshot of your investments making it easier for you to keep track of your wealth

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

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

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

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

Multi-factor Authentication is an additional layer of security. When you first attempt to log in using the First Citizens Mobile App, you will be prompted to sign up to Mobile Banking within the Online Banking service which will allow you to configure MFA code. Upon successful verification, you can now sign into the First Citizens Mobile App.

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

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

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

Malware and viruses are potential threats to any computer system, including mobile devices. In order to protect your mobile device from malware and viruses, you should follow some precautionary steps:

Always keep apps on your device up to date, as the publisher might have found a vulnerability and updated the app to fix it.

Use only the recommended app stores (Apple and Google) to download new apps and only download the apps that come from well-known publishers and have high review scores.

Avoid rooting your phone which manipulates your device operating system and may make it more vulnerable to malware and viruses.

As a good security practice, we strongly recommend that you change passwords regularly, consistently update your antivirus software and be careful when connecting to WiFi networks. Fraudsters are capitalizing on these vulnerabilities to steel user’s online credentials.