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FirstNet Frequently Asked Questions
|What is FirstNet?
FirstNet Banking is an Internet Banking service that can save you time and money.
...Want to transfer money to your checking account?
... Need to verify an account balance?
... Wondering if your direct deposit has posted yet?
Save yourself a trip to the bank - the answers are available at your fingertips! With FirstNet all of this information, and more, is available each time you log in to your accounts. FirstNet provides you with a secure connection to your bank, giving you access to all of your accounts 24 hours a day, 7 days a week (with the exception of scheduled maintenance hours) from any PC with an Internet connection.
Can I access my account information through FirstNet at any time of the day?
Once you have signed up for FirstNet, you can access your account information any time, day or night, wherever you have an Internet connection.
How long does it take before I can use FirstNet?
If you have an eligible First National Bank of Gilmer, First National Bank of Pittsburg, or Texas American Bank personal account, you can Sign Up Now for FirstNet. You will be able to access many of your accounts immediately.
What do I need to sign up for FirstNet?
You may access FirstNet Banking any time day or night through any of our Web Sites, www.fnbgilmer.com, www.fnbpittsburg.com, or www.texasamericanbank.com. There is no need to install software, download programs, maintain or upgrade any applications. It's easy to use and takes full advantage of the online security. To sign up, you will need the following: access to the Internet (before you begin to sign up for FirstNet) and a browser that supports 128-bit encryption. For more information on encryption and browsers please check our Security and Browser FAQ's.
How long does it take to sign up?
Signing up for FirstNet is easy and only takes 2-3 minutes for you to have immediate access to information for many of your accounts.
How do I access my account information on-line?
For security purposes, FirstNet requires you to enter two access codes: your access ID and password.
Who can access my account information over the Internet?
As a customer, you must enter your access ID and password that should be known only to you. Unless you have compromised your password by revealing it to someone else, you are the only one who can access your account information using Internet Banking.
What do I need to know each time I want to view or access my accounts?
Once you sign up, all you need is your access ID and password to view or access your accounts.
How do I add my other accounts to FirstNet?
If you have additional eligible personal accounts that do not show when you access FirstNetcontact us.
Can I contact a Customer Service Representative about FirstNet?
Yes, simply click contact us. Online Customer Service can be reached at (903) 843-4130. Our representatives are available to help you Monday through Friday from 8:30 a.m. to 3:00 p.m. All times are Central time.
My Access ID and Password
How does my password work?
The password you select for FirstNet is alphanumeric and is case sensitive. Your password is a minimum of six characters and a maximum of 15 characters and must contain at least one number and at least one lower case character. Special characters and blank spaces are not allowed.
I forgot my password. What do I do?
If you can't remember your password and want to use FirstNet, please contact us.
Can I use my access ID and password for FirstLine Telephone Banking?
The access ID and password that you select for FirstNet is set up to protect your information on the Internet. You cannot use your FirstNet password to access FirstLine. You can continue to access these services with the password you have been using all along.
Can I change my password?
You can change your password at any time. After you Log On, select Change Password from the FirstNet menu. Bank will prompt you to enter your old password and select a new password. The new password will be required the next time you log on. Please memorize your new password or save it in a safe place. Your new FirstNet password will not affect your password for FirstLine. Bank recommends that you change your password periodically. To keep your information secure, you should not reveal your password to anyone, including Bank employees. If you feel your password has been compromised, you should change it immediately and contact us.
Can I change my access ID?
No. Once you select your access ID, it is unique to you and cannot be changed.
I am having trouble logging on with my access ID and password. What do I do?
If you forget your access ID or password when trying to log on or are having other difficultiescontact us. Bank will verify that you are the owner of your accounts and assist you with gaining access to FirstNet. You can also call Customer Service at (903) 843 - 4130 during business hours.
When I attempt to sign on to Internet Banking, I receive an error message informing me that my access ID is incorrect. What should I do?
You could have inadvertently entered the access ID incorrectly. Remember your access ID and password are case sensitive. Check your access ID and try again. If you are certain you entered the correct access IDcontact us.
When I attempt to sign on to Internet Banking, I receive an error message informing me that my password is incorrect. What should I do?
The password is case sensitive. Make sure that you are typing your password as you did when it was created, making sure to include any lower case or upper case letters. Make sure you are using the correct password and try again. If you can't remember your password and want to use FirstNet, pleasecontact us.
Which types of accounts can I access using Internet Banking?
You can review your linked personal checking, savings, certificates of deposit, IRAs, consumer loans and mortgage accounts for which you are an authorized signer. You can also use the Transaction function to review account transaction history. In addition, you can transfer funds between any of your linked accounts, and Bill Payment services are available through your personal checking accounts. If you have additional personal accounts that do not show when you access FirstNetcontact us.
Why can't I see my spouse's account?
Your Access ID and password allows you access to the accounts for which you are an owner or signer. If you are not able to view an account that you believe you should be able to seecontact us during normal Customer Service hours. If you are not an owner or signer on an account, you will not be given access to that account. For example, if your spouse holds an account in his or her own name, you will not be able to view it in your household accounts.
I currently use FirstLine, the Bank's Telephone Banking service. Can I sign up for Internet Banking and still use the telephone to access my accounts?
Yes. You will be able to use both products to access your accounts whenever and wherever it is most convenient for you.
For a linked deposit account, what is the "Current Balance"?
The "Current Balance" is, generally speaking, the amount of your balance that is accessible to you right now. The current balance includes your balance less items presented today for payment, automatic payments scheduled today, funds transferred, debit card or ATM transactions or any holds placed on funds during the current business day. Please note that balance information does not reflect outstanding checks, and may not reflect recent debit card or ATM transactions or recent bill payments. Balances may also be subject to a hold (which will not necessarily be evident from the Online Services, but about which you would have received written notice).
What is the Transaction History function?
Transaction history allows you to review transactions posted to your linked checking, savings and loan accounts. You can review all transactions posted to your deposit accounts since your last statement or up to one month prior to your last statement. It includes transactions performed since the end of the Bank's last business day. You can review all transactions posted to your linked loan account for the life of the loan. Simply select the time period to review transactions on the Transaction function selection page. Please note, however, that the transaction history, as reflected on-line, does not necessarily represent the order in which transactions have been posted against your account. For example, the listing of checks that the transaction history reflects as having been presented against your account on a certain day does not reflect the order in which those checks have been posted - and paid - by the Bank.
What details will I find in Transaction function? Who can I call if I have a question?
When you select a Transaction function, you can review details about each transaction for that account. Details include the date, amount and description of the transaction. If you have any questions, please contact us.
For a Transaction History, what period is covered by the "Current Business Day"?
"Current Business Day" includes transactions performed since the Cutoff Time of The Bank's last business day. Business Day means Monday through Friday, excluding Bank holidays; "Cutoff Time" means 3:00 p.m. Central Time on any Business Day.
Can I stop or modify my request to transfer funds?
Yes. At any time before you reach the "Transfer Funds Confirmation" screen you can modify or cancel your funds transfer request. However, after you complete a funds transfer transaction and receive a confirmation number, you cannot stop the transfer from occurring. At that point, if you change your mind about the transfer, simply make a new transfer to move the funds back to the appropriate accounts.
When are transfers posted to my account?
Transfers are posted to your accounts and reflected in your Current Balance on the Transaction Date which is (assuming it's a Business Day and the transfer request was timely received) the day that you designate for the transfer to occur.
I deposited $100 today at one of the branches. Why isn't it part of my Current Balance?
Unless it is cash that is not deposited via an ATM transaction, a deposit made today will not show up in your Current Balance. Once the transaction has been processed, the funds will show up in the Current Balance.
Bill Pay Questions
What accounts at the Bank can I use to pay my bills?
You may use any of your personal checking accounts on which you are an authorized signer (with authority to write checks without the co-signature of any other accountholder) to pay your bills.
What bills can I pay?
You can use the Bill Payment Service to pay anyone you choose as long as the Payee's address and/or Payee's bank account is within the United States, subject to the Bank's reservation of rights to refuse payments to any person for security or related reasons.
When will my bills be paid?
Your payments will generally be paid by the due date provided the date you have designated as the Scheduled Payment Date is at least six (6) Business Days in advance of the due date. Depending on the specific payee, the payment may be made either by paper or electronically. If you are scheduling a payment to the same payee within fifteen (15) days of the Scheduled Payment Date for another bill payment to the same payee, the Scheduled Payment Date for the second bill should be at least seven (7) Business Days before the due date, so that we have ample time to investigate whether the second bill payment instruction was intentional or a duplicate payment instruction.
Does the Bank guarantee that my payment will arrive on time?
Yes, subject to certain matters outside the control of the Bank. If you have designated a Scheduled Payment Date at least six Business Days before the due date and you incur a late fee or penalty because the payment isn't received on time by the payee (other than as a result of your error, the payee's delay in processing, or certain other matters beyond the Bank's control), the Bank will reimburse you (up to $50) for any late fee or penalty you incur and work with you and the payee to resolve any issues associated with a delayed payment.
When does the money to pay the bills come out of my account?
The amount of the payment will be deducted from your account on the date designated as the Scheduled Payment Date, provided that it's a Business Day.
Are my bill payments with the Bill Payment Service secure?
Yes. The Bank uses industry-standard security techniques to secure your payments through the Bill Payment Service.
How is an Online Bill Payment account set up?
Simply enter all your payee information online and begin paying bills immediately.
How much will the Bill Payment Service cost?
The Bill Payment Service is available at no cost.
Can I request a photocopy of a bill paid by check?
Yes; however, a $15.00 fee will be charged to your Payment Account for each photocopy requested.
How can I stop a bill payment that I have already sent?
Contact our Customer Service Department by phone at (903) 843-4130 or in person at any of our bank locations. A $25.00 fee will be charged to your Payment Account. Depending upon when you Contact Us we may or may not be successful in stopping payment on that bill.
Can I request a re-issue of a bill payment that I stopped payment on?
Yes, however a $10.00 fee will be charged to your Payment Account in addition to the $25.00 stop payment fee.
Will payment be issued if funds are not available?
No. The Bank will review the account for available funds including any available credit or amounts available under your Overdraft Privilege as of the Scheduled Payment Date. If funds are not available, the bill will not be paid.
What does the Bank do with my information?
Your privacy is very important to us, as is safeguarding your information. Please review our Consumer Privacy Notice (link at bottom of page) to find out how we protect your interests.
Is my on-line communication with the Bank secure?
Yes. Security is one of the most important issues we faced in making this service available to our customers. We have taken strong measures to ensure that your information remains confidential. The first step is the use of a secure browser. Certain browsers and computers have the ability to communicate securely by scrambling information as it passes across the Internet. The method of communication is called SSL, or Secure Socket Layer. We require the use of a 128-bit encryption secure browser before a connection can be made to the transaction system. After you reach us using the secure browser, we take steps to make sure your information remains secure and confidential. Your information passes through a "firewall," which is a computer specifically designed to keep out unauthorized users.
What is encryption and how is it used to protect my information?
Encryption is the transformation of data into an unreadable form, and decryption is the reversal of that process. Both encryption and decryption require the use of a special code, usually referred to as a key. The security level of the key is dependent on the browser itself, and whether or not the browser is using 40-bit or 128-bit encryption. The encryption of data provides a strong degree of protection against tampering while data is moving through the Internet. Bank requires a secure browser that supports 128-bit encryption to communicate with you. From the moment you enter your Access ID until the moment that you log off, all communications between you and the Bank within FirstNet are encrypted to protect your privacy and the confidentiality of your account information.
What is the difference between 40-bit and 128-bit encryption?
Because encryption works by transforming your information into an unreadable format using a key, the longer the key, the harder it is to break. The 128-bit encryption technology uses a key that is many times longer than 40-bit technology. Comparing 128-bit security with 40-bit security is like comparing a combination lock that requires a hundred numbers to open to a combination lock that requires only three numbers to open.
How do I know when my information is encrypted?
Your browser will display a closed lock or completed picture of a key on the bottom of your screen whenever your information is encrypted.
Does FirstNet work with all browsers?
Because of the high security standard imposed FirstNet may not work with all browsers. The Bank requires that your browser support 128-bit encryption in order to access FirstNet. Of the browsers that offer 128-bit encryption, the following browsers are those approved for use with FirstNet:
For Windows 95, Windows 98, and Windows NT 4.0:
Netscape Communicator 4.5 or higher with 128-bit encryption
Microsoft Internet Explorer 4.0 or higher with 128-bit encryption
For Macintosh ®:
Netscape Communicator® 4.5 or higher with 128-bit encryption
Microsoft Internet Explorer® 4.0 or higher with 128-bit encryption
Netscape Comunicator and Netscape Navigator are trademarks of Netscape Communications Corporation in the United States and/or other countries. Microsoft and Windows are either trademarks or registered trademarks of Microsoft Corporation in the United States and/or other countries. Macintosh is a registered trademark of the Apple Corporation.
If you do not have one of these browsers, we strongly recommend that you upgrade your browser.
How do I know I have the right browser?
We'll tell you if you do not have the right browser when you begin to Sign Up or Log On to FirstNet. If you are able to access FirstNet, you have the right browser.
I don't have the right browser. How can I upgrade my browser?
Both Microsoft and Netscape have browsers that meet First National's 128-bit encryption requirements. You can upgrade your browser now by using the Microsoft and Netscape links that we provide for you. Currently, the most recent versions of Netscape Communicator and Microsoft Internet Explorer are available for free download via the Internet.
What are cookies and how are they used for FirstNet?
A cookie is information sent from a web site to a visitor's computer while he or she is visiting the site. FirstNet requires that your browser accept per-session cookies. Per-session cookies are frequently used by Active Server Pages (ASP) running on Microsoft Internet Information Server (IIS). These cookies store session information as the user navigates to multiple ASP pages in a Website. In fact, virtually any Website using ASPs requires session cookies. If sites didn't use session cookies, a "session" could not exist. The net result would be that a user would have to "log in" on every page (i.e. enter user code and password on every page).
Per-session cookies are cached (in memory) only while you are visiting FirstNet. They are deleted from the cache when you close the browser. These cookies only contain information that identifies a session that has been established by FirstNet. The session cookie does not contain any customer information. Again, these cookies are removed from your computer when you log off or have not accessed your account information after a period of inactivity (usually 10 minutes). If your browser does not accept cookies, refer to your browser manual or help text to assist you in changing the settings on your browser.
Why it is important to select "Exit" when I finish using Internet Banking or when I walk away from my computer?
Why is it important to select "Exit" when I finish using Internet Banking or when I walk away from my computer?
Once you have logged on to FirstNet Internet Banking, you have begun an "active session." If you walk away during the course of an active session, someone else can use your computer to perform transactions involving your accounts. It is similar to walking away from an ATM while your card is still in the machine. For your security, your Internet Banking will automatically end your active session if there is no activity on your computer for about 10 minutes. However, to eliminate any exposure, it is always better for you to end the active session by selecting "Exit."
What about e-mail?
Standard e-mail is NOT secure. E-mail does not travel over the Internet through the same secure connections as secure forms. You should not use e-mail to send sensitive information, such as financial data, credit card numbers, or personal information. If you need to send sensitive information separate from the secure forms, please mail it to First National Bank of Gilmer, P.O. Box 520, Gilmer, Texas 75644; fax it to us at 903-843-4129; or call us at 903-843-4130.
Which browsers can I use to access Internet Banking?
Any browser, including versions of America Online 4.0 or higher (for Windows 95), Netscape Navigator 4.0 or higher, or Internet Explorer 4.x or higher with 128-bit encryption will allow you to access the Internet Banking site.
I want to be able to easily return to the Bank's website. How do I add this site to my "bookmarks"?
Adding the Bank site to your bookmark list is easy. In Netscape, click on the menu item "Bookmarks" and then choose the option "Add Bookmark." No confirmation is necessary. The Bank page should now appear in your Bookmarks list. In Internet Explorer, the process is similar to Netscape. Click on the menu item "Favorites." Choose the option "Add to Favorites" and then click "OK" in the confirmation box. The Bank page should now appear in your list of Favorites. Most versions of America Online support the "Favorite Places" option. While you are on the page you wish to bookmark, look for a red heart icon in the top right area of the title bar of the AOL browser. Click on the red heart icon. You can confirm that the site was added to your list of Favorite Places by clicking on the red heart icon on the AOL toolbar at the top. The Bank site should be listed as a Favorite Places option.
When do I use the "Reload" or "Refresh" buttons?
Because the Internet is vast, your connection might actually be passing through a number of points before reaching us. Occasionally, your connection could be slowed. Clicking "Reload" or "Refresh" will open a new connection, which could improve your speed. You can also use the "Reload" or "Refresh" button if you believe the page you are requesting is incomplete.
When do I use the "Back" and "Forward" buttons?
The "Back" and "Forward" buttons found on most browsers are a quick and easy way to re-visit pages you've already viewed during your current Internet session. Your browser "remembers" where you have been during your current session and tries to keep that information ready to access again. Selecting "Back" allows you to go back one page at a time to view the pages you've already seen during your current session. Once you have moved back in your current session, selecting "Forward" allows you to advance ahead one page at a time to the page you were viewing when you started to go back.
Where do I find help in using Internet Banking?
After you are logged on to Internet Banking, use the Help button to answer questions concerning account detail, transactions, transfers, bill payments, etc.
Is there a charge for using Internet Banking?
No, the Service is free. Just another way we're working to make banking more convenient for you.
How else can I simplify my banking?
With Direct Deposit and the VISA Check card offered by all our banks! With Direct Deposit, your funds are deposited without you ever having to go to the bank. At all of our banking locations VISA Check card takes your ATM card to the next level, giving you full ATM access and allowing you to make purchases wherever VISA is accepted. No more having to write a check. It's simple, fast and convenient.
How can I contact the Bank?
You can contact the Bank in a number of ways by selecting contact us.