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Online Banking FAQs

The following are intended to answer common questions regarding our Online Banking system.  If you have any additional questions please contact us at (847) 952-3700.

Click on a FAQ category below, then click on each question to get the answer.

Logging In

What do I do if I get locked out of Online Banking?
Contact us at 847-952-3700 so we can get this resolved.
What if I forgot my password?
If you have forgotten your password, the "Forgot Password" feature will ask you to enter your Login ID, Date of Birth, Email Address and Home Phone. Once you have entered the correct information, you will be allowed to change your password.
Once your password has been changed, you will receive immediate access to your online accounts.

Security

Why did I receive an Outdated Browser message at log-in?
At log-in, our Online Banking system will check the browser version of the computer logging in. First American Bank supports the two most recent versions of Internet Explorer, Safari, Firefox, Chrome and Microsoft Edge. In order to have the most secure and functional experience inside Online Banking, a current browser is necessary. Many security vulnerabilities exist in older browsers which is why First American Bank cannot support older versions of browser software. 
How do I enable TLS 1.2 for a Supported Web Browser?
Internet Explorer:
  1. Open Internet Explorer.
  2. Click Alt T and select “Internet Options”.
  3. Select the "Advanced" tab.
  4. Scroll down to the "Security" section.
  5. Locate and check "Use TLS 1.1 and TLS 1.2".
  6. Then, press the "OK" button.
Google Chrome:
  1. Open Google Chrome.
  2. Click Alt F and select “Settings”.
  3. Scroll down and select “Show advanced settings…”
  4. Scroll down to the Network section and click on “Change proxy settings…”
  5. Select the "Advanced" tab.
  6. Scroll down to the "Security" section.
  7. Locate and check "Use TLS 1.1 and TLS 1.2".
  8. Then, press the "OK" button.
Mozilla Firefox:
To uninstall Firefox, follow these steps:
  1. Close Firefox (if Firefox is open), click the menu button and then click Exit.
  2. Click the Windows Start button or press the Windows key.
  3. In the Start Menu, click Control Panel.
  4. In the Control Panel window, click the Uninstall a program link under the Programs section.
  5. From the list of currently installed programs, select Mozilla Firefox.
  6. To begin the uninstall, click the Uninstall button at the top of the list.
  7. In the Mozilla Firefox Uninstall Wizard that opens, click Next.
  8. Click Uninstall.
  9. Click Finish.
  10. Visit the Firefox website download page to install the latest version.
Apple Safari:
  1. There are no options for enabling SSL protocols. TLS 1.1 & 1.2 are automatically enabled on supported versions of Safari.
Is Online Banking secure?
We constantly update our systems to ensure they incorporate the most recent security technology available. First American uses TLS technology that securely encodes data transmitted over the Internet between your computer or mobile device, and First American. This ensures that your information remains safe, secure, and confidential at all times.
What is Multi-Factor Authentication Security?
Multi-Factor Authentication is a feature for online banking and online applications that gives you and your accounts an additional layer of protection from fraud by using more than one method to confirm your identity.
Why is Multi-Factor Authentication necessary?
The Federal Financial Institutions Examination Council (FFIEC) has determined that the security provided by a single password may be defeated with new technology being employed by high-tech hackers. In response, regulators have mandated that enhanced security precautions be implemented to increase online safety and make accounts more secure while preventing spoofing attempts by fake, look-alike websites.

Functionality

Can I change my phone number, address or eMail in Online Banking?
Yes, under the "Profile" tab in Online Banking you can change your contact information that we have on file at First American Bank.
Can I request a stop payment on a check in Online Banking?
Yes, under the "Stop Payments" tab in Online Banking you can place a stop payment on a check. Fees may apply.
How do I view my deposit and loan accounts?
You can view any account by clicking on its nickname under the "Account Nickname" header.
How do I log-out?
When you are finished with your online banking session, please remember to logout by clicking "Log Out" in the top right hand corner.
When clicking on the Account Activity link, how do I change the history that I am viewing?
  1. Click on the drop-down next to Account History, and change it to the desired account and click "Search"
  2. If you'd like to see specific transaction types or a larger date range, you can add those criteria, and when "Search" is clicked, it will show you the results.
I asked for 90 days of history. Where are all my transactions?
The Account History will only show 20 transactions at a time. There are links to more pages of transactions on the bottom left hand side of the page.
How do I change the name of my account?
From the Account Activity tab, look under the Account Details section on the upper left side of the page. Click the word “Change” beneath the current account nickname, enter your desired name, and click “Save”.
I see my most recent account statements, but where are all of my older statements?
You can view 15 months of your account statements online. If you need additional statements you can send a secure message to request the additional statements. Fees may apply.
How can I set up my alerts for balances and daily notices?
Under the Profile tab, click “Alerts”.
How can I send and receive secure messages?
From the Profile tab; you can access your personal secure message inbox and compose new secure messages to send to us with any issues or concerns you may have from within the online banking site. You can also securely attach files within the secure messaging Inbox.
How can I remove accounts on the accounts summary page?
If you see an account that you wish to hide, simply go to the “Profile ” tab and click Show-Hide Accounts. From there you can select the accounts you wish to hide.
Can I set up a Personal Reminder via Online Banking?
Yes, you may set up personal reminders to be delivered to you via email. Personal reminders can be established as one-time alerts. There is no limit as to how many personal reminders can be scheduled.
How does the Transaction Inquiry feature work?
From the Account Activity page you can perform a “Transaction Inquiry” on any transaction. Simply click on the question mark to the right of the transaction. A secure message will appear where you can ask your questions for Customer Service to answer.
How do I view transactions from a specific merchant?
Go to the Account Activity Page
Account History: Choose the suffix you would like to search from the drop down
Show: Highlight the radio button for the period of time you are searching
Show Only: Choose all transactions or the type of transaction you would like to view
Description: Type the merchant name. If you don’t know the exact spelling, search for a sequence of letters in the merchant’s name.
Where can I see the interest rate on my loan?
Go to the Account Activity Page. The “Account Details” section on the left hand will display the interest rate on loans.

Transfers

When I make a transfer and enter a description, will the description I enter be listed on the history of both the “To” and “From” account?
Yes, the description entered will show in the “From” and “To” account in the account history.
Can I setup recurring or future dated transfers in Online Banking?
Yes, once logged into Online Banking, click on “Transfer Funds”. You have the ability to schedule immediate, one-time, or recurring transfers.
Can I edit or delete a scheduled transfer?
Yes, you can click on the pencil and paper icon next to the transfer you want to edit, or click on the red “X” to delete a transfer.
Can my scheduled transfers be sorted?
Yes, from the “Manage Transfers” tab, you can click on the column header to sort by Amount, Next Transfer or Deliver By.
Can my transfer history be sorted?
Yes, from the “Transfer Activity” tab, you can click on the column header to sort by Amount, Transfer Date, Completion Date, Status and Description.
If I schedule a recurring transfer when will the transfer take place?
First American Bank will process any scheduled recurring transfers at 7 am on the day the transfer is scheduled. If the funds are unavailable at the time of the transfer and the transfer will fail.

Online Bill Pay

How do I enroll for Bill Pay?
Upon your first time logging in to Online Banking you may enroll for Bill Pay. Once logged in, click on the "Pay Bills" tab, then click on the "Sign up for Bill Pay" button to enroll. 
Can a business utilize Bill Pay?
No, businesses should enroll in our Ca$hTrac Online Service. Ca$hTrac for commercial online banking customers makes business banking faster and easier by directly linking your organization with a complete range of First American Bank Treasury Management services.
How do I get a copy of a payment made through Bill Pay?
If the payment was sent electronically, contact Customer Service at (847) 952-3700 and a representative will be able to assist you. We will provide you with proof of payment. If the bill payment was sent via check, you will be able to access a copy of the check in the account history. Once you  have logged in to Online Banking, you can click on the funding account for the payment. If the check has been paid, it will appear in the account history. Click on the check icon next to the payment to view the front and back of the check.
Should I use Bill Pay to pay my First American Bank loan?
If you want to pay a loan account that you have with First American Bank instead of utilizing bill pay, we suggest that you set up a transfer from your checking account to the loan.  The transfer will be immediate, whereas there could be a delay in posting the credit to your loan account if Bill Pay is used for the payment.
How do I determine when my payment will be delivered?

Electronic payments will be delivered to your payee, and funds subtracted from your account, on the payment date you select when scheduling the payment. When we send a payment by check, the funds will need to be in your account when the check is presented. As a best practice we recommend setting up your payment at least 5 business days in advance of your payment due date. Weekends and holidays are not counted as business days.

What types of payments are prohibited?
Types of payments prohibited in Bill Pay are:  tax payments, court ordered payments, payments to payees outside of the United States, and payroll payments by a business or not-for-profit organization.
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