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FirstNet Frequently Asked Questions

General Questions

What is FirstNet?
Can I access my account information through FirstNet at any time of the day?
How long does it take before I can use FirstNet?
What do I need to sign up for FirstNet?
How long does it take to sign up?
How do I access my account information on-line?
Who can access my account information over the Internet?
Can I contact a Customer Service Representative about FirstNet?
What do I need to know each time I want to view or access my accounts?
How do I add my other accounts to FirstNet?
 

My Access ID and Password

How does my password work?
I forgot my password. What do I do?
Can I use my access ID and password for FirstLine Telephone Banking?
Can I change my password?
Can I change my access ID?
I am having trouble logging on with my access ID and password. What do I do?
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?
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?

 

Account Questions

Which types of accounts can I access using Internet Banking?
Why can't I see my spouse's account?
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?
For a linked deposit account, what is the "Current Balance"?
What is the Transaction History function?
What details will I find in Transaction function?
For a Transaction History, what period is covered by the "Current Business Day"?
Can I stop or modify my request to transfer funds?
When are transfers posted to my account?
Can I download Transactions to My Personal Financial Software?

 
Bill Pay Questions

What accounts at the Bank can I use to pay my bills?
What bills can I pay?
When will my bills be paid?
Does the Bank guarantee that my payment will arrive on time?
When does the money to pay the bills come out of my account?
Are my bill payments with the Bill Payment Service secure?
How is an Online Bill Payment account set up?
How much will the Bill Payment Service cost?
Can I request a photocopy of a bill paid by check?
How can I stop a bill payment that I have already sent?
Can I request a re-issue of a bill payment that I stopped payment on?
Will payment be issued if funds are not available?

 
Security Questions
What does the Bank do with my information?
Is my on-line communication with the Bank secure?
What is encryption and how is it used to protect my information?
How do I know when my information is encrypted?
What are cookies and how are they used for FirstNet?
What about e-mail?
 
Browser Questions
How to make your Online Experience with our bank safe and secure
 
Other Questions
Where do I find help in using Internet Banking?
Is there a charge for using Internet Banking?
How can I contact the Bank?
How else can I simplify my banking?

Answers

General 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?
... Want to get your bank statement online?
... Want to pay bills online?

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 on. 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, Security State Bank, Wood County National Bank, 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, www.wcnbquitman.com. www.ssborecity.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 supported web browser. 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 three access codes: your access ID and password, and a multifactor challenge question. You will be asked for three Questions/Answers during the enrollment process. You will be prompted for one of these questions if you change computers, or if you sign on to a public computer.
   
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. If you access your information from a different computer, you will need to know the answer to the challenge question you are asked during the logon process.
   
How do I add my other accounts to FirstNet?
If you have additional eligible personal accounts that do not show when you access FirstNet contact 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 Options from the FirstNet menu. You will prompted 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 difficulties, contact us. Our customer Service Representative will verify that you are the owner of your accounts and assist you with gaining access to FirstNet. Please call us when you are having trouble accessing your account. To protect our customers information, we are not allowed to reset passwords through email. Please call 1-844-4MY-BANK during business hours for assistance.
   
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 ID, contact 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, please contact us.
 

Account Questions

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. You can also receive your bank statement through this means as well. If you have additional personal accounts that do not show when you access FirstNet contact 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 see, contact 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. 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 bill payments. In most cases, items will show on your account as they are presented for payment. 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? Whom 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.
   
Can I download Transactions to My Personal Financial Software?
Sure! You can download your transactions to the following file formats: Comma Seperated Values (CSV), Microsoft Money (OFX), Quicken 2005 and before (QIF), or Quickbooks 2005 and before (IIF). We do not have the ability to download to the newer versions of Quicken and Quickbooks as of now.
 
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 scheduled date when you enter in the payment amount. Depending on the vender, some bills will pay faster than others.
   
Does the Bank guarantee that my payment will arrive on time?
Yes, subject to certain matters outside the control of the Bank. Our bill pay vender will work with the payee to resolve the issue. The vender will also pay for the late fee up to $50.00 as well.
   
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 your email address and setup your venders. The whole process usually takes less then 30 minutes.
   
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. 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.
 
Security Questions
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. We ask that you do not email us your account information. We will never ask you for your passwords for internet banking. Please do not hesitate in asking us if you can call us back to ensure you are talking to the bank.
   
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. When you login to internet banking, you will notice that your address bar is in green. This means that you are working SSL and the certificate is valid for the website.
   
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. Your address bar will also turn green and you will be able to see the name of the certificate in the top of your browser.
   
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.

   
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.
 
Browser Questions
How to make your Online Experience with our bank safe and secure
  • Use a computer with a supported operating system – We recommend using a computer running Windows 7 or newer or a Macintosh running Mac OS X or higher. These systems are still supported by the manufacturer and continue to receive security updates that will keep them safe from online predators.

  • Ensure you have a supported web browser – We recommend that you use a supported web browser. Other browsers may work, but they are not 100% compatible with our online banking product. We recommend you use one of the following; Internet Explorer 7.0 or higher, Apple Safari 4.0 or higher, or Google Chrome.

  • Keep your Antivirus/Antimalware Software updated – The bad guys are constantly trying to find ways to get your account information. The only way to protect yourself is to stay updated with current antivirus software and definitions as well. It is very important to also have Antimalware protection on your computer as well. Antimalware protects your computer from getting programs that might obtain your account information by viewing your actions on your computer. These programs are usually picked up while browsing the internet.

  • Create Complex Passwords – Any password that you create should always be at least 8 characters long and contain at least 1 character as follows: UPPERCASE LETTER, lowercase letter, a number from 0 to 9, and a special character such as a !#@

  • Do not share your password – We will never ask you to reveal you password! If you receive a call, text message, or email asking for this information, report it to us immediately.

Resources:
http://www.zdnet.com/10-security-best-practice-guidelines-for-consumers-7000012171/
http://www.nsa.gov/ia/_files/factsheets/best_practices_datasheets.pdf

 
Other Questions
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. You always have the ability to contact us anytime as well.
   
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 can I contact the Bank?
You can contact the Bank in a number of ways by selecting contact us.
   
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.
   

 

 


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