Online Banking FAQs

The following are intended to answer common questions regarding our new 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.

Overview

Why is First American Bank changing the Online Banking site?
We listened to our customers and found that the existing service did not allow us to offer the features you wanted. We have added:
  • Enhanced Security - help prevent fraudulent activity on your account
    • Additional authentication for bill payment and account-to-account transfers
    • Security alerts designed to notify you when certain activities occur
    • Personalized security image - upload your own or choose from our gallery
    • Change your Login ID periodically to prevent unauthorized access
    • Reset your challenge questions
  • Account-to-Account Transfers - move money between your First American Bank account(s) and your account(s) at another Financial Institution
  • Running Balances - see the balance in your account after each transaction is processed
  • Secure Messaging - send or receive secure messages between Customer Service, including attachments
  • Statement Delivery - more flexible options for electronic statements
  • Alerts - new options with the ability to send account alerts to multiple email addresses
  • Easier Navigation and Expanded Functionality
    • Updated design for a better banking experience
    • Customizable home screen
    • Quick links to move you quickly for most frequently used services
    • Hide accounts you no longer wish to view
    • Make principal payments to loans
    • View check images in a deposit
What do I need to do?
Beginning October 23, you will be prompted to create a new Password for Online Banking after you have successfully answered authentication questions and verified your security image and phrase. The process should take about 3-5 minutes.
Will I have access to the existing Online Banking site during the transition?
Yes. The transition to our new Online Banking service will start at 10:00 p.m. Sunday, October 20 and continue through Noon Wednesday, October 23. This will impact the availability of services as follows:
  • Online Banking will be available except:
    • Modifying or scheduling future-dated transfers
    • Modifying security or alert settings
    • Bill Pay - however, all payments scheduled to occur during this period will be processed
Will there be more changes in the future?
We are continually looking at ways to provide you with the best possible Online Banking experience. We'll keep you up-to-date with any Online Banking enhancements we make moving forward.
How can I give you feedback?
If you wish to submit feedback, please log into Online Banking and send us a secure message.

Logging In

Will my Online Banking Login ID and Password remain the same?
Your Login ID will remain the same, however your Password has been changed to a temporary password.  You will receive an email containing instructions about this temporary password.  On your initial login after you have successfully answered authentication questions and verified your security image and phrase, you will be prompted to change your temporary password.  You may re-use your current Online Banking password as long as it meets specific criteria.
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 allow you to log in and change your password. To change your password, follow these steps:
  • Step 1: Enter the requested personal authentication information. Click "Submit".
  • Step 2: Enter and confirm your new password. Click "Submit 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 new Online Banking system will check the browser version of the computer logging in.  First American supports the current, and the two previous versions, of Internet Explorer, Safari, Firefox, and Chrome. For example, this means that Internet Explorer 8, 9, and 10 are supported, but 6 and 7 are not. In order to have the most secure and functional experience inside Enhanced Online Banking, a modern browser is necessary. Many security vulnerabilities exist in older browsers which is why First American cannot support older versions of browser software. Customers can choose to update their browsers using the links in the message, or they can continue to our new Online Banking by clicking the link to continue.
Is Online Banking secure?
We constantly update our systems to ensure they incorporate the most recent security technology available. First American uses SSL 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 "View Accounts" tab in Online Banking you can place a stop payment on a check. Fees may apply.
How do I customize the home screen?
One of the best parts about our new Online Banking system is the ability to customize the Account Summary screen. You can move or minimize sections and can even hide sections using the "Edit Page" link on the Account Summary screen. You can move a section on the home screen by moving your mouse over the heading, left clicking your mouse, then dragging that new section to the position you wish it to be.
How do I reset my home screen back to the default settings?
To reset your home screen back to the defaults click the "Edit Page" link. When the "Customize Your Page" dialog box appears, click "Reset" at the bottom of that new page.
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 at least 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 new 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.
What will Quicken & QuickBooks users need to do to prepare for the new Online Banking upgrade on October 23rd?
Quicken\QuickBooks users will receive a message through Intuit that contains instructions on what they will need to do to prepare for October 23rd.
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 only be established as one-time alerts. They cannot be set up to repeat at regular intervals. However, 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 "Bill Pay" tab. Please read the Terms and Conditions for First American Bank's Bill Pay service and click the check box to "Accept" the Disclosure in order to continue. You will not be able to proceed with enrollment unless the disclosure is accepted.
Can a business utilize Bill Pay?
Any business that is eligible for Online Banking (has 2 or less accounts) can enroll in Bill Pay. See the Schedule of Fees to determine whether any fees apply to your account.
How do I set up a payee?
After logging in to Online Banking, click on the "Bill Pay" tab. The "Manage Payees" tab will be the initial screen. Click on the "Add Payee" link. In the box provided, type your payee's name and click "Search." 

If the payee is in our system:
  • Choose from the list provided. If the payee name and address that appears on your bill is in the list, click the corresponding link.  Next, enter the account number as it appears on your bill. You may also select the payee to "Enable for Quick Payments."  Verify all information is accurate and click "Submit."  You will have the option to edit payee, save the payee as you have entered it, or cancel adding the payee. If your payee is known in our system, we may validate the format of your account number. If the account number you have entered doesn't pass validation, you will receive an "Add Payee Validation Warning" as shown below
  • "There was a problem validating the payee details with the payment provider. The account number for this payee does not match the valid account number specifications provided by this payee. Please verify that the account number you submitted matches the account number currently on your billing statement. Press 'Edit' to go back and edit the payee details again, press 'Save' to accept the details entered and ignore this warning or press 'Cancel' to cancel adding the specified payee and go back to the Bill Pay home page". 
If the payee is not in our system:
  • Enter all of the payee information required as well as the account number. Make sure you copy the account number exactly as it appears on your bill. You may also include the name on the billers' account (optional). Then click "Submit" to continue. You will be asked to verify the information entered. If you need to make a change, click "Cancel" and then input the correct information. If the information is correct, click "Confirm" to complete adding your payee to Bill Pay. 
How do I modify or delete a payee?
After logging in to Online Banking, click on the "Bill Pay" tab. The "Manage Payees" tab will be the initial screen. The "Payee List" is a complete list of your payees to date. You can add, remove, or change a payee whenever you wish.

Modify a Payee:
  • Click on the payee name to modify the payee name, payee nickname, account number (the account number on bill), and name on account. All fields can be edited for a payee not known to the system. You can also enable or disable a payee for "Quick Payments". Click "Submit" and confirm the information.  Click "Submit" again. If you need to modify the address of a payee that is known in our system and was on the list, delete the current payee and add it back with the corrected information.
Delete a Payee:
  • Click on the Delete action next to the payee you want to delete. You will be asked to confirm prior to deleting a payee. If you've changed your mind, click "Cancel" to return to the "Manage Payees" tab. Otherwise, click "Confirm" and the selected payee will be removed from your list of payees. Deleting a payee will cancel all future payments scheduled for that payee. This includes all instances of repeating future payments and any one time payments scheduled for that payee.  
How do I schedule a payment?
First things first,you should set up your bill payments at least 5 business days in advance of your payment due date. Weekends and holidays are not counted as business days.

There are two Tabs which enable you to schedule payments.

Quick Payments Tab:
  • One Time Payments.
  • Quick Payments is the option designed to give you access to payees you use often. Go to this tab to send one time payments, or initiate a series of repeating payments. Click on the "Bill Pay" tab, and then click on the "Quick Payment" button. All of the payees you have enabled for Quick Payments will appear here.
  • You will see the payee nickname and account number; you can click on the link to update the payee's information.
  • To change the account from which a payment is to be funded, select the "Pay from Account.
  • Type in a memo (optional). Select the send date or leave it the date that defaults.
  • Type in the dollar amount of the payment. Within the "Quick Payment" option you should only type in the dollar amount for bills you would like to pay at that time. Click on "Submit Payment" and the payment will be added to your pending payment list.
  • Repeating Payments.
Click on the link "Set up a Recurring Payment" this will take you to page where you can:
  • Select a payee from your list of All Payees.
  • Select the account number from which your payments are to be funded.
  • Enter a payment amount (this amount will be used for all payments in the series unless you change it before the send date).
  • Enter the first "Send Date" for the series of payments you are scheduling
  • Select the frequency for your repeating payments. Here you can select the interval between payments in the series of payments you are scheduling.
  • Next, you can select from a fixed number of payments or an unlimited number of payments.
  • If you select a fixed number of payments, the next option you have is to enter a number of payments. If you do not enter a number the series will be set up as one payment only.
  • If you select an unlimited number of payments' the series will repeat at the interval you have selected, and continue until you cancel the series
  • Finally you can enter a "Memo" to provide yourself with a note about the payment. This note is not sent with your payment.
Schedule Payments Tab:
This function is designed to give you access to each payee, and enter specific instructions for a one time payment or a series of repeating payments.
  • Select a payee from your list of All Payees.
  • Select the account number from which your payments are to be funded.
  • Enter a payment amount (this amount will be used for all payments in the series unless you change it before the send date).
  • Enter the first "Send Date" for the series of payments you are scheduling.
  • Select the frequency for your repeating payments. Here you can select the interval between payments in the series of payments you are scheduling.
  • Next, you can select from a fixed number of payments or an unlimited number of payments.
  • If you select a fixed number of payments, the next option you have is to enter a number of payments. If you do not enter a number the series will be set up as one payment only.
  • If you select afn unlimited number of payments' the series will repeat at the interval you have selected, and continue until you cancel the series.
  • Finally you can enter a "Memo" to provide yourself with a note about the payment. This note is not sent with your payment.
How do I view scheduled payments?
  • Click on the "Bill Pay" tab, then click on the "Pending Payments" tab. Under the heading 'Payments Scheduled for a Future Date' you will see a table detailing the next in any series of repeating payments you have scheduled, and any one time payments you have scheduled for a future date. This table shows the "Payment Date", the "Payee Name" the "Pay from Account", the "Frequency" by which the series will repeat, and the "Amount". 
  • Click on the link on the far right of each row to "Edit" or "Cancel" a future dated payment on this list.
  • Below this table, you will find "Today's Payments". This table contains any payments to be processed today (if today is a business day).  For each payment in "Today's Payments" you will see the payment date, the name of the payee, the account from which the payment will be deducted, the amount, and the reference number. Payments listed under "Today's Payments" can not be modified but you can cancel these payments as long as you do so before 4:00PM (Central Time).
How do I modify or delete a pending payment?
You can "Edit" or "Cancel" a future dated payment.

To "Modify a Payment", or "Edit" a payment:
  • Click on the "Bill Pay" tab, and then on the "Pending Payments" tab.  Next, click on the "edit" link to the far right of the row detailing the payment you wish to modify.  You can change any of the following fields:  the "Pay from Account", the "Payment Send Date", the "Frequency", the "Number of Payments", and the "Memo".  If you selected fixed for the number of payments field, you can also modify the number of times that the payment will be repeated.  If you selected a "One Time Payment" as the frequency you will not be able to modify the number of payments.  Click on "Submit Payment."  You will then need to confirm the scheduled payment details and click "Confirm."  The payment will then be updated in your pending payment list. 
To "Cancel" a Payment:
  • Click on the "Bill Pay" tab, and then click on the "Pending Payments" tab. Next, click on the "Cancel" link by the payment you wish to delete.  You will be asked to confirm the details of the cancellation request before submitting. After you have done so you'll click the "Confirm" button to delete the payment. If you decide you do not want to delete the payment, click "Cancel" to return to the "Pending Payments" screen. Keep in mind that deleting a recurring payment will cancel all future occurrences of that series of payments.
How do I check the status of a payment?
After logging in to Online Banking, click on the "Bill Pay" tab, and then click on the "Pending Payments" tab.  The "Pending Payments" tab shows all the payments you have scheduled at this time.  For future dated payments, the "Payments Scheduled for a Future Date" table shows the payment date, the payee, the account from which your payment will be deducted, the frequency, and the amount. For payments scheduled for the current business date, the "Today's Payments" table will display the payment date, the payee, the account from which the payment will be deducted, the amount, and the reference number. If you do not see the payment you are searching for, click on "Payment History."  Select the history (30 days, 60 days, 90 days, 120 days, or all payments), select the payee (either all payees or a particular payee), and select the "Pay from Account."  Click "Filter" to display the payment history.

If you are still unable to determine the status of a payment, please contact Customer Service at (847) 952-3700.
How do I get a copy of a payment made through Bill Pay?
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 electronic or we will provide you with a check copy if the bill payment was sent via check and the check has cleared.
How do I calculate your payment date based on the recommended 5 business day lead time?
You should set up your bill payments at least 5 business days in advance of your payment due date. Weekends and holidays are not counted as business days.
What is the difference between Bill Pay and Automatic Funds Transfer (AFT)?
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 view my payment history?
After logging in to Online Banking, click on the "Bill Pay" tab and then click on "Payment History." Select the history (30 days, 60 days, 90 days, 120 days, or all transactions), select the payee (either all payees or a particular payee), and select the "Pay from Account." Click on "Filter" to display the payment history. Selecting all transactions will display up to the last 12 months of bill payments.
What happens if I don't have enough funds in my account for a bill payment?
If the funds are not available in your account when the system tries to debit your account for your bills, the payment will not be sent. You should receive an email notification if this happens. The system checks the available balance on your account; therefore, bill payments could potentially cause overdrafts on your account. If the payment is not sent, the system will NOT try to send the bill payment again. You will need to reinitiate the bill payment if you would like it to be sent.
What is the cut-off time for a bill payment set up for today?
Bill payments set up by 4:00PM (Central Time) on a regular business day will be debited from your account that business day. The funds will be sent to your payee(s) the following business day. If you set up bill payments after 4:00PM (Central Time) on a weekday, on a weekend or a holiday, the funds will be debited from your account after 4:00PM (Central Time) on the next business day. Again, the funds will be sent to your payee(s) the following business day.
Will I be notified if a payment doesn't go?
You will be notified via email if a payment isn't sent due to non-sufficient funds. (See what happens if you don't have enough funds in your account for a bill payment question for more information.)
How do I stop a payment?
You are only able to stop a future dated payment. After logging in to Online Banking, click on the "Bill Pay" tab, and then click on the "Pending Payments" tab. The pending payments chart shows all the payments you have scheduled at this time. To stop (or cancel) a pending bill payment, click on the cancel link by the payment you wish to cancel. In order to stop the payment, click "Confirm" and this payment or series of payments will be removed from your list. If you really don't want this to happen, just click "Cancel." If you want to make changes to a payment, then go back to the pending payments list and click the "edit" link instead.

If you need to stop a payment that has already processed, please contact Customer Service at (847) 952-3700. The representative will first need to determine if the payment was sent electronically or via check. If the payment was sent electronically, we will not be able to stop the item. You will need to contact the payee for a refund. If the payment was sent via check, we will need to check to see if the check has cleared. If the check has cleared, you will need to contact the payee for a refund. If the check has not cleared, we can place either a stop and refund or a stop and reissue. If we place a stop and refund, the payment will be stopped and the funds will be credit back to your account the next business day. If we place a stop and reissue, the payment will be stopped and reissued. We will need to verify with you that we have the correct mailing address before we reissue the check. See the Schedule of Fees for the stop payment fee on Bill Pay items.
Is there a fee for Bill Pay?
See the Schedule of Fees to determine whether any fees apply to your account.
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.
How do I select the account the system defaults to when adding a payment?
After logging in to Online Banking, click on "Account List Order" at the bottom of the "Balances" screen. Another option is to click on the "Preferences" tab, and then click on "Account List Order." From this screen select the account you would like the system to default to when adding a payment and move it to the top of the list.
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