Frequently Asked Questions


Online Banking

What happens if I forget my online banking password?

How do I reset my online banking password?

How do I add or delete accounts to my existing online banking relationship ?


Mobile Text SMS

What is Mobile Text SMS?

How much does SMS (text alerts) cost?

What are the Mobile Text commands?


Mobile Banking

How do I sign up for First National Bank Mobile Banking?

How do I download the First National Bank Mobile Banking app?

How much does mobile banking cost?


Bill Pay

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

Whom can I pay with Bill Pay?

Can I stop a payment?

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


Debit Card

I lost my debit card. How can I report this as lost or stolen?

Will my EMV debit card work at all ATMs?

Will my card number change with my new EMV debit card?



Online Banking

Q: What happens if I forget my online banking password?

A: You are allowed three attempts to enter your password. If unsuccessful after the third attempt, you will be locked out of online banking. Immediate access may be regained by calling our Customer Service at 1-877-346-3615 during normal banking hours; OR you may use the self-reset password option if you have enabled it through your NetTeller account.


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Q: How do I reset my online banking password?

A: Call our customer service during normal banking hours at 1-877-346-3615 to help you reset your password. OR you may use the self-reset password option if you have enabled it through your NetTeller account. To enable the self-reset password option, log in to your Net Teller account through your browser. Click on the “Settings” tab on the menu bar. Enter your own “Password Reset Question” and “Password Reset Answer.” At the bottom of the page, click “submit.” You are now able to reset your password without contacting the bank if you forget it or get locked out.


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Q: What kind of browser do I need?

A: Current and prior major release:

Microsoft Internet Explorer (IE) 11

Microsoft Edge

Firefox

Safari – Apple/Mac users only

Google Chrome


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Q: Must I have “cookies” enabled to use online banking?

A: Yes.


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Q: What happens if I don’t log off of the system?

A: Online banking has a 10 minute time-out feature. If you are logged in for 10 consecutive minutes without using online banking, you will have to log in again to resume banking. After nine minutes, a 60 second timer pops up asking if you would like to continue your session. If you do not hit “Continue Session," the system will automatically log you out.


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Q: How do I add or delete accounts to my existing online banking relationship:

A: Please contact our Customer Service at 1-877-346-3615 or visit any one of our branch offices.


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Q: How late in the day can I make an online banking transfer?

A: Transfers can be made at any time. However, please note the transfer cut-off time is 6:00pm CT during regular banking days, which excludes weekend and Federal holidays. Any transfer made after 6:00 p.m. CT will be processed the next business day.


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Mobile Text SMS


Q: What is Mobile Text SMS?

A: Mobile Text allows you to access your accounts via text messaging on your mobile phone. It’s a fast, easy way to look up account balances or recent history by sending a text command with a shortcode.


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Q: How much does SMS (text alerts) cost?

A: Nothing! Mobile Text is currently a free service. Message and data rates may apply. Contact your wireless carrier for details.


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Q: How do I enroll in Mobile Text?

A: Enrollment is quick and easy. If you are an existing customer with online banking, you will need to add the SMS option to your online banking dashboard by selecting "Settings," then clicking on "Mobile Settings" and checking the box next to “Enable text access for your mobile device” under the “Text Mobile Settings” tab. Enter your Mobile Phone Number and wireless provider.


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Q: Can I use both Mobile Text and Mobile Banking on my phone?
A: Yes, you can use both options from the same phone. You will need to activate both options for your phone through your Online Banking prior to use.


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Q: Is Mobile Text (SMS) supported on my phone?

A: If you can receive text messages, you can receive First National Bank’s Text Alerts. However, some wireless providers do not allow text short codes. If you receive an error, contact your wireless provider to correct the issue.


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Q: What are the Mobile Text commands?

A:

Bal = All Account balances

Bal Mobile Short Name = Single Account Balance

Hist = All accounts recent activity

Hist Mobile Short Name = Single Account Activity

Help = Commands

Stop = Cancel


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Q: Is Mobile Text secure?

A: The information sent to you via SMS text messaging does not contain any personally identifiable information. The text messages will save the balances and account history you request. For security purposes, First National Bank recommends you delete your Mobile Text messages after you receive them. If your mobile device is lost or stolen, First National Bank recommends you call your mobile provider to cancel service on the device.


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Mobile Banking


Q: How do I sign up for First National Bank Mobile Banking?

A: If you are an existing customer with online banking, login to your online banking account through a browser on your computer or mobile device. You will need to add the mobile banking option to your online banking dashboard by selecting "Settings" then clicking on "Mobile Settings" and selecting the box that states "Enable web access for your mobile device." Select the accounts you want to show in the mobile account listing and click "Submit."


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Q: How do I download the First National Bank Mobile Banking app?

A: Mobile Banking is currently available on Apple iOS and Android devices. Search for “FNB Camdenton Mobile” and install the app. Once installed on your mobile device, select the First National Bank icon to launch the application. Your login is the same as your current online banking User ID and password. If you do not have online banking, please contact our Customer Service at 1-877-346-3615 during normal banking hours or enroll through the website.


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Q: How much does mobile banking cost?

A: Nothing! Mobile Banking is currently a free service. Message and data rates may apply. Contact your wireless carrier for details.


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Bill Pay


Q: How do I add the optional Bill Payment service if I did not select it when I applied for online banking?

A: You can access Bill Pay option at any time through your web browser. Login to your online banking account and click on the “Bill Pay” tab on the dashboard, enroll and add any bills you would like to pay.


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Q: When and how are bill payments processed?

A: Payments will be processed the evening before they are scheduled (after 2:30pm) and sent the morning of the requested processing day. If payment is by check, the check is mailed the following morning. Please note, it can take 7-10 days for the check to be mailed and processed. Please consider adjusting the payment date to account for this delay. Electronic payments also go out the morning after a payment is processed. Since electronic payments are processed through the Federal Reserve, we can’t guarantee when the payments will be deducted from your account. However, this process generally takes two days.


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Q: How do I know if a merchant is electronic or check capable?

A: Once you have set up the vendor/merchant, you can look at the View Payees screen and see a field that will tell you if the vendor accepts electronic or check payments.


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Q: Are payments processed on holidays?

A: No. Payments are processed at the first cutoff time following the holiday.


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Q: Whom can I pay with Bill Pay?

A: You can pay anyone in the United States, 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 Government Agencies.


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Q: Are there any minimum or maximum payment amounts?

A: Yes. The minimum payment amount is $0.01 and the maximum payment amount is $10,000.


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Q: How far in advance can I schedule payments?

A: A recurring scheduled payment can be set up in advance to any date in the future. A one-time payment can be set up to be sent up to five years in the future.


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Q: What happens if I have a schedule payment that falls over a weekend or holiday?

A: Scheduled payments that fall over a weekend will be processed on Friday evening. Any new payments that are scheduled over the weekend, for the current weekend, will be processed during the next business day processing time. Holiday processing is done the following day after the holiday.


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Q: On the Payment History page, how much history will be available?

A: Currently, payment history is kept for a year.


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Q: Will the memo field from the scheduled payment be printed on the check sent to the payees?

A: No, the memo field is for your personal use and is stored electronically at your financial institution with the record of your transaction. The account number that you entered when adding the payee to your Personal Payee List is printed on the check. This lets the payee know to which account the payment should be applied.


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Q: Can I stop a payment?

A: Yes, by calling our Customer Service at 1-877-346-3615. Stop payments can also be done using online banking by selecting Stop Payment in the drop-down box beside your checking account. Stop payments initiated through online banking are for check payments only. If you would like to stop an ACH payment, please contact customer service.


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Q: Can I get a copy of a cancelled check?

A: Yes, by calling our Customer Service at 1-877-346-3615.


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Q: Can I post-date recurring payments?

A: Yes, but this must be done prior to the payment date.


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Q: Can I post-date a single payment?

A: Yes, just set the payment date for any date in the future. Single payments are actually set up into two categories: current and future payments, which allows the user to schedule payments in the future or for the current date.


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Q: Can I edit vendor addresses?

A: No, if a vendor’s address changes, you must set them up as a new payee with the correct address and delete the old payee record.


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

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


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Debit Card


Q: I lost my debit card, how can I report this as lost or stolen?

A: Call Customer Service at 1-877-346-3615 during normal banking hours, or call 1-866-546-8273 to report your card lost or stolen.


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Q: What is EMV?

A: Named after its original developers (Europay, MasterCard® and Visa®), EMV chip technology is the global technical standard for new “smart” credit cards and debit cards and the payment terminals and automated teller machines (ATMs) that accept them. In addition to “smart cards” or “chip cards,” you might also hear terms like “Chip and PIN” or “Chip and Signature” when people refer to EMV. This technology uses embedded microprocessor chips that store and protect cardholder data. These chips can be embedded in debit cards, like the card you have or will receive from First National Bank.


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Q: What are the advantages of EMV chip technology?
A: Chip cards are extremely difficult to counterfeit and require special equipment to read, which greatly decreases the probability of fraud. Each chip card transaction is approved using a unique encrypted authentication code which helps prevent fraudsters from making additional purchases with stolen card data.


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Q: Why are chip card transactions more secure?

A: Chip card transactions offer you advanced security in-store and at the ATM by making every transaction unique. Using the EMV technology also makes your First National Bank debit card more difficult to counterfeit or copy. If the card data and the one-time code are stolen, the information cannot be used to create counterfeit cards and commit fraud.


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Q: How does chip technology work?

A: An EMV-enabled device (like a terminal in a store or an ATM) will communicate with the chip inside your First National Bank debit card to determine whether or not the card is authentic. The terminal usually will prompt you to sign or enter your Personal Identification Number (PIN) to validate your identity. This process enhances the authentication of both the card and customer, effectively reducing the possibility that the merchant will accept a counterfeit card.


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Q: How do I use my chip card in stores?

A: During the transaction to chip, you can swipe your card as you normally would and follow the prompts. If the terminal is chip-enabled, it will prompt you to insert your card instead. If you already know your chip card works at a store you visit, just start by inserting your card.


Follow these steps to ensure a successful transaction:

1. Insert your card with the chip toward the terminal, facing up. Do not remove your card until prompted.

2. Provide your signature or PIN as prompted by the terminal. Some transactions may not require either.

3. When the terminal says the transaction is complete, remove your card.

When you use your chip card always remember:

Follow the prompts on the terminal and leave your card inserted until prompted to remove it, and

Don’t forget to take the card out once the terminal tells you it is OK to do so.


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Q: What if a terminal doesn’t accept chip cards?

A: Your card still has a magnetic stripe on the back, so even if a terminal is not yet chip-enabled, you can use your card as you do today. This allows you to continue using your new cards wherever you shop while merchants are adapting to the new requirements.


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Q: Will my EMV debit card work at all ATMs?
A: Yes, your EMV debit card will work at both a chip-enabled ATM and at ATMs where only magnetic stripe transactions are accepted.


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Q: Will anything change during my online purchases?

A: No. You will use your chip card for online purchases by following the same process you do today.


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Q: Can I use my chip card outside of the U.S.?

A: Yes. Chip cards are widely used outside of the United States, and they are accepted in more than 80 countries. Having a chip card may make it even easier for you to make purchases when you travel internationally. There are some restrictions on using First National Bank debit cards outside of the U.S. Please notify the bank prior to your trip to make sure your transactions will process abroad.


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Q: Do I still have to notify First National Bank when I travel internationally?

A: First National Bank recommends that you let us known when you are travelling overseas and plan on using your debit card, or even in areas within the United States where you don’t normally use your card. This allows us more easily to identify when transactions might be fraudulent – and that is good for everyone.


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Q: How long does it take to get a new debit card?

A: First National Bank has Instant Issue debit cards. As soon as you need, we will make it for you! If your card is going to expire, you will receive a new debit card through the mail within the expiration month.


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Q: How can I activate my new EMV debit card?

A: You can activate your First National Bank debit card by using the card at any terminal or ATM that requires your PIN. By entering a PIN that you have chosen for the first transaction, you have activated your card and set your PIN.


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Q: Will my card number change with my new EMV debit card?

A: No, unless you choose to do so. However, your debit card will have a new expiration date and 3-digit verification code. Be sure to update all recurring payments associated with your old debit card.


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