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FAQ

Online Banking

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Do I have to be a First State Bank customer to use Online Banking?

Yes, you must have an active account with First State Bank. 

What system requirements do I need?

You must meet the following system requirements:

  • Intel or AMD processor (PC or Mac)
  • Windows XP operating system or newer
  • 128-bit strong encryption with one of the following browsers: Microsoft Internet Explorer, Firefox, Safari or Google Chrome

How do I enroll in Online Banking and Online Bill Payment services?

If you are an existing First State Bank customer, you may enroll here. During the enrollment process, you will be required to enter specific information regarding one of the following account types as part of our customer verification process.

  • ATM or Debit (Money) Card: You will need your card number and personal identification number (PIN).
  • Checking, Savings or Money Market Account: You will need your account number and the last statement balance.
  • Loan: You will need your account number, last payment amount and original principal amount.

If you select one of the following account types, you will receive additional information from First State Bank in the mail before you can access your account online:

  • Line of Credit Account
  • Certificate of Deposit (CD) Account
  • Business Account: You will need to provide your business name exactly as it appears on your account statement.

What happens if I forget my password?

Call our 24-hour Customer Care Center at 1-877-557-3636. Once you receive your reset password, you will be prompted to change your password the next time you sign in.

Passwords are case sensitive and must be at least 8 characters and contain at least three of the four following types of characters: upper case, lower case, number, symbols (!@#$%^&*). The maximum length for a password is 32 characters.

How often am I required to change my password?

You will not be required to change your password, unless you forget your password. However, please note that changing your password every 90 days is highly recommended as an additional security measure. The new password you create must be different from your previous passwords.

You can change your password by using the “Change Password” feature within the Administration section of the Online Banking.

What happens if I forget to sign off?

If you go to any other site without logging out, you are still active and can use the back button in your browser to return to an active session as long as it is within 20 minutes of leaving the Online Banking site.

After 20 minutes, the automatic logoff takes effect. If you close your browser window without logging off, you will automatically be logged off.

How secure is First State Bank’s online banking platform?

The server that stores your First State Bank account information uses Verisign Secure Site protocol. This security encrypts the data, sending it in a scrambled format, making it difficult to see your information. To ensure the information is being sent from a secure server, the address will start with https:// rather than http://. Also, you will see a closed padlock at the bottom of your screen when receiving the information from an SSL server securely.

Online Bill Pay

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How does Online Bill Payment work?

Online Bill Payment is a service that allows you to set up bill payments to businesses and individuals. Once you enter a payment instruction in the system, the request is submitted to Online Bill Payment Services (daily cut off at 8 p.m. CST, Monday through Friday). The following business day of the date you requested for the payment, your payment is sent via check or electronically, and the funds are deducted from your checking account.

Can I use Online Bill Payment from outside of the United States?

Yes. As long as it is made payable to a United States payee (which includes Guam, Puerto Rico, U.S. Virgin Islands and international U.S. military bases) in U.S. dollars.

Are there any payments I cannot make using Online Bill Payment?

Payments cannot be made in foreign currency or to international payees. For payments to U.S. government agencies, Online Bill Pay has limited ability to research any issues that may arise due to the government’s strict adherence to the Consumer Privacy Act. Online Bill Payment will not be responsible for any late fees or penalties that may be incurred by these types of payments.

Which account can I use to pay bills?

Demand Deposit Accounts (DDA and NOW) are the only type of account you can use to pay bills.

How long is bill payment history kept?

Bill payment history is kept for 60 days.

Do I need to contact my payees to tell them I am using a bill payment service?

No. Your payees do not need to do anything different to process online bill payments. Online Bill Pay uses the ACH electronic network or a paper check with your payment information clearly indicated.

How do I add a payee (merchant/vendor)?

Use the Payee Search list within the product to find and add your new payee. If the new payee is not listed, simply select “Manually Enter Payees” and enter the required information.

How long does it take to set up a new payee on Online Bill Pay?

Once the new payee is entered on the Online Bill Payment system, you can use the payee immediately.

How do I know if a payee is set up to be paid electronically or by check?

When you conduct a Payee Search, electronic payees are indicated by a message under Payee Name that the payee “Provides EPayments.” Also, when a bill payment is made electronically, a little “e” is displayed on the “Make Payment” screen. If only the payee’s name appears under Payee Name, that payee currently accepts only paper check payments, and a picture of a check is displayed.

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

Yes, you can make multiple payments to the same payee on the same day as long as the payment amounts are different. For your protection, the system will not pay duplicate items for the same payee on the same day.

How do I delete a payee?

Cancel all scheduled payments for the payee by accessing the Pending Payments screen and clicking the scissors icon under the Edit column. Then, select the payee you want to delete by clicking on the scissors icon.

What does a payee receive with my payment?

Your payee will receive either an ACH electronic payment or a paper check. In either case, the payment is appended with the information that you have provided, such as your name and account number with the payee so the payee can properly credit your payment.

When should I set up my payments to make sure they are paid on time?

Minimum payment “lead times” will be provided based on whether the payee accepts electronic payment (designated by an “e” symbol) or paper check payment (designated by a paper check symbol). Payments to electronic payees should be scheduled a minimum of three days before the payment due date. For paper check payments, payments should be scheduled a minimum of five days before payment due date.

When will the money be taken out of my account for a bill payment?

Normally, funds are deducted from your account one to two business days after the scheduled payment date.

How far in advance can I schedule payments?

You can schedule a payment up to 364 days in advance.

How late in the day can I enter, edit, or delete a payment?

Cut off time is 8 p.m. CST. Any new bill payments entered by that time will be accepted for processing that day, unless they are future dated, in which case they will remain in the pending queue until 8 p.m. CST on that date. Payments entered after this cutoff will be processed on the next business day.

How often does a payment processor make payments?

Payments are processed Monday through Friday, excluding holidays.

What happens if I schedule a payment that falls on Saturday, Sunday or a holiday?

It is processed the prior business day.

How do I set up recurring payments?

Once your payee is set up, you can select how often a bill is to be paid (for example, the 15th of every month) and the amount. This feature is used for recurring payments of identical amounts, such as a car or mortgage payment.

How do I know when my payments have been made?

Preview the Bill Payment History screen.

Can I make changes to an already scheduled payment?

If the payment is still pending, changes can be made. However, once the payment has been transmitted, you can no longer make changes to or delete payments.

When can I cancel a payment?

You can cancel or modify your payment online at any time before the cutoff time of 8 p.m. CST on the payment transaction date.

Can I place a stop payment on a bill payment that I have already set up?

You yourself cannot place a stop payment on a bill payment. If the payment has been processed and is a paper check that has not yet cleared, you can call the Customer Care Center at 1-877-557-3636, and they can place a stop payment on it for you.

What do I put in the “TRANSMIT DATE” field?

For a future-dated payment, this should be the date you want your payment to be transmitted. This is the date the payment is extracted for processing.

What if my payee says they have not received my payment?

Contact the Customer Care Center at 1-877-557-3636. We will research your payment, contact the payee or provide you with proof of payment.

Can I get a copy of a canceled check?

Contact the Customer Care Center at 1-877-557-3636 to request a copy of a bill payment check. A fee may apply.

Mobile Check Deposit

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How do I sign up for Mobile Check Deposit?

Mobile Check Deposit is available to customers who are enrolled in First State Bank’s Online Banking and have successfully downloaded our Mobile Banking app to their iPhone or Android device from iTunes or the Google Play Store. Once the app is downloaded, you will need to log into Online Banking to activate Mobile Banking and accept the terms and conditions of using Mobile Banking, including Mobile Check Deposit.

How much does it cost to use Mobile Check Deposit?

We do not charge any fees to download or to use the Mobile Banking app, which includes Mobile Check Deposit. Message and data rates from your wireless carrier may apply, however.

How do I know that my Mobile Check Deposit went through OK?

You will receive a “Deposit Received Notification” email shortly after completing your Mobile Check Deposit. You will receive a second “Deposit Approved Notification” email once the deposit has been verified. Once approved, checks deposited using Mobile Check Deposit will appear like any other deposit in your Online Banking transaction history and on your account statement.

When will a Mobile Check Deposit appear in my account?

Mobile Check Deposits made Monday through Friday prior to 4 p.m. CST will generally be made available on the next business day.

Any Mobile Check Deposit received after 4 p.m. CST, Monday through Friday, will be processed the next business day and may not be available for immediate withdrawal.

Deposits made on the weekend or on a holiday will be processed on the next business day and may not be available for immediate withdrawal.

When are the funds from a Mobile Check Deposit available to me?

The funds may not be available to you the same day as the day you see the deposit post to your account. Checks drawn on First State Bank will be available upon receipt of our “Deposit Approved Notification” email. Other checks typically have a one-day hold placed on the funds. Holds made on checks are the same whether you make a deposit in person to a teller or use Mobile Check Deposit.

What is the maximum amount I can deposit?

Checks deposited via Mobile Check Deposit cannot exceed $5,000.

To what accounts can I deposit checks?

You will be able to deposit checks to your First State Bank checking, savings or money market account for which you are an owner that is also visible in your Online Banking. (Note: Business Account Analysis, Business Platinum Checking and Organization Checking Accounts are not eligible for Mobile Check Deposit.)

What would make my Mobile Check Deposit get delayed or rejected?

These are some situations that could cause a delay or decline of your deposit:

  • The check must be payable to you and endorsed with your signature.
  • If the check is payable jointly, it must be endorsed by both payees and can only be deposited into an account in the name of all payees.
  • Your signature endorsement needs to be followed by the words “For Mobile Deposit Only.”
  • Checks must be drawn on a U.S. bank and in U.S. currency.
  • The check cannot be dated more than six months prior to the date of deposit.
  • The entire check’s front and back images must be clearly readable. Take the picture in good light on a dark surface.
  • The check must be flat when you take the image. Folds, creases and curls will make the image unusable.
  • The amount you entered must match the amount on the check.
  • The check must appear to us to be an authentic and negotiable document. It cannot be altered in any way.

We will notify you by email if there is a problem with your Mobile Check Deposit.

What happens if I accidentally deposit a check twice?

Checks deposited using Mobile Check Deposit that have been previously been deposited at First State Bank or another financial institution, either in person or via Mobile Check Deposit, will be rejected and returned.

Why do I need to keep a paper check after I make a Mobile Check Deposit?

It is very important that you keep the paper check safe until you see it credited into your account. The image may not be clear enough to process through the entire system, and we may need you to image the check again at a later date. We strongly suggest that you keep the paper check for 30 days after the deposit in case the original is needed.

What should I do with the paper check after 30 days?

After 30 days, you can mark the check VOID and destroy the check with a paper shredder or some other secure method.

What if I enter a wrong amount for a Mobile Check Deposit and that amount does not match the check?

We review the image during the verification process and will change the amount of the deposit to the correct amount. You will receive an email notifying you of the correct deposit amount.

Can I deposit anything other than checks using Mobile Check Deposit?

No, you can only deposit paper checks that are payable to you. They must be real checks, not pay stubs or copies of checks. You cannot deposit items such as savings bonds, coupons or vouchers.

Can I view the checks that I have deposited using Mobile Check Deposit?

Yes. You are able to view the details of all Mobile Check Deposits, including images of the checks and the status of each deposit, on the “Recent” tab in Mobile Check Deposit.

Will all checks work with Mobile Check Deposit?

Most will, with the following exceptions. You may, of course, come to any of our bank offices to deposit checks that may not be eligible for Mobile Check Deposit.

  • Checks deposited via Mobile Check Deposit cannot exceed $5,000.
  • Third-party checks may not be deposited using Mobile Check Deposit.
  • If the check is payable jointly, it must be endorsed by both payees and can only be deposited into an account in the name of all payees.
  • Checks must be drawn on a U.S. bank and in U.S. currency.
  • The check cannot be dated more than six months prior to the date of deposit.
  • The entire check’s front and back images must be clearly readable.
  • The check must be flat when you take the image. Folds, creases and curls will make the image unusable.
  • The check must appear to us to be an authentic and negotiable document. It cannot be altered in any way.
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