Online Banking FAQ


First State Bank Online Banking


What is First State Bank Online Banking?

Online Banking allows our customers free, secure, and convenient access to their bank accounts using the Internet anytime, anywhere. Some of the functions available with Online Banking are:

  • Access and print information on all accounts including loans.
  • Preview and print transactions and history.
  • Confirm deposits, withdrawals and cleared checks.
  • Transfer funds between accounts and make loan payments.
  • Pay bills automatically.
How do I get started banking online?

Simply Enroll Now by completing an online request. All you need is any First State Bank account - Checking, Savings, CD or Loan product, a valid email address and a supported Internet Browser. Bill Pay also requires 128-bit encryption. Once your online request is submitted your Online Banking will be activated within 24 hours (Mon - Fri) and you will receive an email with instructions on how to login to Online banking. An informational letter can be mailed upon request.

What is a Supported Browser?

Our Online Banking vendor provides the latest two versions for the following supported browsers:

  • Microsoft Internet Explorer
  • Safari
  • Firefox
  • Chrome
How do I know if my browser utilizes 128-bit encryption?

You will need to check your security preferences within your browser software. Each browser is different. For Internet Explorer, you can go to Help then About to determine your encryption level. Otherwise, you must be on a secured site to check the encryption. The settings are typically found under the File, Preference options on your toolbar. For Netscape Navigator, select Options from your toolbar and then Security Preferences. Next, click the Configure button next to SSL v2 and SSL v3. For Netscape Communicator, select the Security Icon and then click on Navigator. Next, click the Configure SSL v2 and SSL v3.

Who can use Online Banking?

Anyone who is a First State Bank customer may sign up for Online Banking.

How secure is Online Banking?

State-of-the-art technology is used to keep your information secure. All sensitive and personal information is encrypted, and access requires a password that only you know. In addition, your account numbers, social security numbers, and tax ID numbers are never displayed on the Online Banking system. However, if you feel your information has been jeopardized in any way, please contact your local banking office immediately.

How current is the information in Online Banking?

You will see updated transactions to your account periodically throughout the day. The available balance on your checking and savings accounts will change throughout the day based on your activity. As you use Online Banking, or transfer funds between accounts, your available balance will be updated to reflect that activity. All transactions are posted and will be up to date as of our evening system update, subject to events beyond our control.

When will transfers show in my account?

Typically, transfers will show immediately. The transfer cut-off time for current day's business is 8:00 p.m. EST.

How much history can I see Online?

You will be able to access up to 6 months of prior transactions, as well as 12 months of previous statements. The statement history file will begin to build from the date that you sign up for Online Banking.

Can I change my ID?

Yes, you can. To change your 12-digit Online Banking ID to a name or number that's easier to remember, log on to Online Banking, choose Options and then under personal ID, put in a new ID. (You can still login using the 12-digit login ID at any time.)

What happens if I forget my password?

You are allowed three attempts to enter a valid password. Your account will be "locked" after the third invalid password attempt. Your Online Banking has a Self Reset option which, if activated, will enable you to reset your password. If the Self Reset option is not activated, access may be regained by calling a Customer Service Representative Monday through Thursday 8:30 a.m. - 4:30 p.m. EST, Friday from 8:30 a.m. - 5:30 p.m. EST and Saturday 8:30 a.m. - 12:00 Noon EST. We can be reached at 574-825-2166 or toll free at 800-511-1802.

What happens if I don't log off of the system?

Net Teller has a 10 minute time-out feature. If you are logged in for 10 consecutive minutes without using Net Teller, you will have to log in again to resume banking.

What if I get an error message?

If you get an error message; please make note of the message, the error number, the time, then please Contact Us.

How do I add or delete accounts to my existing Online Banking relationship?

You may use the secure Contact Us feature in online banking to contact a Customer Service Representative. You must be an authorized signer on the account to make changes.

What does the download feature do?

The download option allows you to download your transactions and/or payment schedule (Bill Pay users) to your computer.

Why does it sometimes appear that my Debit Card transactions are posting twice?

Merchants use telephone communication to approve transactions from your card. They receive a temporary and a permanent authorization, both of which appear on your account information. You should also see an offsetting credit in the same amount. In every case, the amount charged to your card will equal the amount of your purchase. This may occur if the Merchant has a pre-authorization process. Examples are gas stations and hotels who use your card for confirmation purposes.

What should I do if I think someone has my access codes?

Contact Us at 574-825-2166 during regular business hours, Monday through Thursday 8:30 a.m. - 4:30 p.m. EST, Friday from 8:30 a.m. - 5:30 p.m. EST and Saturday 8:30 a.m. - 12:00 Noon EST and ask for a Customer Service Representative. You will need your unique ID code for prompt assistance.

What is First State Bank Bill Pay?

Bill Pay is an online bill payment system that allows our customers to send an electronic or check remittance to businesses or individuals within the United States.

How do I add the optional Bill Payment service if I did not select it when I applied for Online Banking?

You can apply for the Bill Payment through our enroll now form. You may also sign up at any banking office.

When and how are the payments processed?

Payments submitted, whether recurring or one time, before 2:00 a.m. CST Monday-Friday will be processed at 2:00 a.m. CST. Payments submitted between 2:00 a.m. CST and Noon CST will be processed at 12:00 Noon CST. Payments received after 12:00 Noon CST on Monday-Thursday will be processed the next business day. Payments received after 12:00 Noon CST on Friday will be processed the next processing day. All payments scheduled to go on a weekend will be processed on the business day before the weekend. All payments scheduled to go on a holiday will be processed the day before that date. Payments entered on the weekend, recurring or one time, will be processed on the next business day.

How far in advance should I set up a payment to ensure it is paid on time?

For an ELECTRONIC PAYMENT, allow 3 business days from when the payment is submitted. For a CHECK payment, the check will be in the mail on the same day the payment is submitted if it is sent before the 2 a.m. processing time. If the check payment is entered before 12:00 Noon CST, the check will be mailed the following morning. Allow 5 to 7 business days for a check payment.

Please note that we have no control over the U.S. Postal Service.

Can I get a copy of a cancelled check?

Yes. You can view the check in your online history, request one by sending us a message at Contact Us or call a Customer Service Representative Monday through Thursday 8:30 a.m. - 4:30 p.m. EST, Friday 8:30 a.m. - 5:30 p.m. EST or Saturday 8:30 a.m. to 12:00 Noon EST. We can be reached at 574-825-2166 or toll free at 800-511-1802.

How long is my payment history information available?

Payment history for active and deleted payees is retained and viewable for up to 18 months.

What if I do not have enough money in my account for the payments I have scheduled?

Your bank will treat bill payment items just like any other check that you write.

Are there any minimum and maximum payment amounts?

Electronic payments are validated against the available account balance prior to processing, and check payments settle against your account like any other check, therefore, there is no dollar limitation on payments made through Bill Pay. You are limited only by the amount of funds in your checking account.

How do I know if a payee is electronic or check?

When you are setting up a new payee you must enter the payee name (don't enter the state). This will automatically search to see if the payee accepts electronic payments, if not it will automatically produce a check. Once you have set up the payee, you can look at the VIEW PAYEES screen, and you will see a field that will tell you if the payee accepts electronic or check payments.

Who can I pay with Bill Payment?

You can pay individuals from your next-door neighbor, to the utility company, to a child in college across the country. The only restriction is that you cannot pay any state or federal government agencies.

How late in the day can I enter, edit, or delete a payment?

You can pay individuals from your next-door neighbor, to the utility company, to a child in college across the country. The only restriction is that you cannot pay any state or federal government agencies.

How late in the day can I enter, edit, or delete a payment?

You may add payments up to 1:00 p.m. on the day the payment is to be sent. You may edit or delete a recurring payment until 2:00 a.m. on the day the payment is to be sent.

How far in advance can I schedule payments?

You may schedule payments up to 90 days in advance of the first due date.

Can I stop a payment?

Yes, you may place a stop payment on any check that you have issued that has not been paid. There is a fee for this service. To place a stop payment on a check, please determine if the check has been paid by using the View a range of transactions screen. If the check does not show as being paid, go to the enter stop payment screen and enter the information requested. Note: The Enter Stop Payment option on the VIEW ACCOUNTS screen of Online Banking is for both hand-written checks and bill payments made Online by check. STOP PAYMENTS MAY NOT BE ISSUED FOR AN ELECTRONIC PAYMENT. The stop payment confirmation needs to be printed, signed and returned to the bank within 14 days or the stop payment may be removed.

On the Bill Payment History page, what does the 'Status' field indicate?

PENDING: The payment has been processed, but not yet sent. PROCESSED: The payment has been processed and sent. HOLD: The payment has a research request on it. This usually means the payment is incomplete, but can be processed when the issue is resolved.

Will the memo field I complete when setting up a payment be sent to the payee?

Yes, your memo will appear on paper check bill payments. The memo field is 40 characters long. Memo field information will not appear on electronic payments.

Can I edit payee addresses?

Yes. You can select the edit option next to the payee you would like to make the change to.

Can I have multiple payments to the same payee on the same day?

You can make multiple payments to the same payee as long as the payment amounts are different. For your protection, the system will not pay duplicate items of the same amount on the same day.

Confirmation Numbers - Are These Important?

Yes. A confirmation number will be assigned to each Electronic Bill Payment at the time you submit your request. The same confirmation number is also used each time you instruct us to amend or delete a previously scheduled Electronic Bill Payment. You may record these confirmation numbers for future reference if you wish. For your convenience, Electronic Bill Payment Confirmation Numbers for scheduled payments are found in the menu option for "View Payment Schedule" so you are not required to write them down. They will help us resolve any questions and expedite any request you may have about your Electronic Bill Payment transactions.

When I pay a bill, when does the money come out of my account?

If the payee is in the Electronic Payee database, the funds come out of your account the day your payment is made. If the payee is paid by check, the funds will come from your account the day the check clears the bank - just as if you'd written it from your checkbook.

Do I need to re-enter payee information each month?

Only if the payee information changes. The payee information will remain in Online Banking until you delete it. The only thing you'll have to change each month is the amount you want to pay and the date you want the bill paid.

Who do I contact if I have a problem with Bill Pay?

If you have a problem with Bill Pay, please contact us.

What is First State Bank Mobile Banking?

First State Bank Mobile Banking is a free, fast and secure service which allows you to access your First State Bank accounts anywhere, anytime from your mobile device or phone. You can use this service to view your First State Bank account balances and transaction history, transfer funds, set up payments, pay bills and view your alerts.

How can I access First State Bank Mobile Banking?

First State Bank Mobile Banking is a free, fast and secure service which allows you to access your First State Bank accounts anywhere, anytime from your mobile device or phone. You can use this service to view your First State Bank account balances and transaction history, transfer funds, set up payments, pay bills and view your alerts.

How can I access First State Bank Mobile Banking?

You simply download the free app named FSB Mobile from your mobile app store. Once downloaded, enter your username and password to unlock all the great features.

How do I activate my First State Bank Mobile Banking?

If you have never used First State Bank Mobile Banking before, you can activate the service by following the on-screen instructions.

What functions can I perform from my mobile device or phone through First State Bank Mobile Banking?

You can:

  • View transaction history
  • View your First State Bank account balances
  • Transfer funds between your First State Bank accounts
  • Pay bills to existing payees
  • Display event, balance, item and personal alerts
  • Receive SMS Text Messages for confirmation of processed payments
How much does First State Bank Mobile Banking cost?

First State Bank Mobile Banking is a free service to customers who are enrolled in First State Bank Online Banking. Web access is needed to use mobile banking. You will be charged access rates depending on your mobile service provider. Check with your wireless provider for details on specific fees and charges.

Which mobile service providers do First State Bank Mobile Banking support?

First State Bank Mobile Banking is compatible with any Web-enabled mobile phone that supports Wireless Application Protocol (WAP) browsers, regardless of make, model or mobile service provider.

Can I use any mobile device or phone to access my First State Bank accounts?

Yes. First State Bank Mobile Banking is compatible with any web-enabled mobile device or phone (WAP browser) regardless of make, model or mobile service provider. Your mobile device or phone must also allow Secure Socket Layer (SSL) traffic and accept SMS Text Messages. The only difference is that SMS Text Messages will be sent to the mobile phone number you entered in your mobile settings in First State Bank Online Banking - not to any device or phone from which you perform a transaction.

Is First State Bank Mobile Banking secure?

First State Bank uses extremely high security standards to protect your online banking information. Here are just a few ways we protect you: 1.) Your browser provides Secure Socket Layers (SSL) to protect any information that is entered into your Internet browser. 2.) Browser encryption of 128-bit ensures your data is maximally protected. For additional security, your First State Bank Online Banking service will automatically log you out after 10 minutes of inactivity. For more information, see How We Protect You.

Can I change my password using the First State Bank Mobile Banking app?

Since our app does not store passwords for security reasons, you will need to log into your Online Banking profile and change your password there.

What if I no longer want to be a First State Bank Mobile Banking user?

Log in to your First State Bank Online Banking. On the "Options" tab select "Mobile Settings." Then, deselect the "Activate Mobile Banking Access" box and click "I Agree."

What happens if I lose my mobile device or phone?

Since your First State Bank account information is not stored on your mobile device or phone, your information cannot be stolen. When you replace your device or phone, you will need to confirm that your wireless phone number and provider are correct in the "Mobile Settings" tab in your First State Bank Online Banking.

What happens if I lose communication/signal during a transaction?

When you complete a transaction from your mobile device or phone (bill payment, funds transfer, etc.) you will receive an SMS Text Message as confirmation that your transaction was successfully completed. If you do not receive this message, due to a dropped call or lost signal, check your First State Bank accounts and re-submit any transactions that did not process.

What do I need to do if I get a new mobile device or phone?

If you simply get a new mobile device or phone and are continuing to use the same mobile service provider and phone number, you do not need to make any changes to your mobile settings. If you change your mobile service provider and/or phone number, you must update your mobile settings by accessing your First State Bank Online Banking. You will not receive SMS Text Messages regarding your transactions made through First State Bank Mobile Banking if your mobile settings are not current.

What if I can't get my mobile device or phone to work with my First State Bank Online Banking?

There are a number of reasons why you may experience trouble trying to access First State Bank Mobile Banking. Also, your mobile device or phone must meet the following minimum requirements: Your mobile device or phone must be web-enabled. Your wireless network must allow SSL traffic. (You may need to contact your mobile service provider to determine this.) Your mobile device or phone must be able to accept SMS Text Messages. If your mobile device or phone meets these requirements and you continue to experience problems, First State Bank Mobile Banking may not be compatible with your device or phone's browser. If you require additional assistance, please call a Customer Service Representative Monday through Thursday 8:30 am - 4:30 pm EST, Friday from 8:30 am - 5:30 pm EST and Saturday 8:30 am - 12:00 Noon EST. We can be reached at 574.825.2166 or toll free at 800-511-1802.

What accounts can I access through my First State Bank Mobile Banking?

You can access any of your First State Bank accounts - Checking, Savings, CDs or Loan products.

How can I search for a transaction?

First State Bank Mobile Banking does not include a search feature. However, you have the ability to view up to 15 days of transaction history on your mobile phone or device.

How do I know if my transfer or payment was completed successfully?

Each time you make a transfer or payment, a confirmation SMS Text Message will be sent to your mobile device or phone. If you do not receive a confirmation text message, check your First State Bank accounts by logging in to your online banking.

Can I add a new payee to my First State Bank Bill Pay via my mobile device or phone?

You may only send payments to already established payees while accessing First State Bank Mobile Banking. To add a new payee you will need to log in to your First State Bank Online Banking. You will then be able to submit payments to that payee via your mobile device or phone.

Can I post-date a payment in First State Bank Mobile Banking?

You will need to log in to your First State Bank Online Banking in order to set up a future payment date. Otherwise, any payment you make via your mobile phone or device will be sent that same day and not in the future.

How do I delete a payment that I set up through my mobile device or phone?

You must log in to your First State Bank Online Banking in order to delete the scheduled payment.

How can I view my alerts?

Any alert you have set up within your Online Banking will automatically be viewable in the Alerts tab on your First State Bank Mobile Banking app.

DISCLAIMER: *You may be charged access rates depending on your mobile service provider. Web access is needed to use First State Bank Mobile Banking. Android is a trademark of Google Inc.