Frequently Asked Questions

All of our communications are in English. We do not provide any language access services. A translation and description of commonly used debt collection terms are available in multiple languages on the New York City Department of Consumer Affairs' website at www.nyc.gov/dca.

Can I use any computer?

You can access 1FBUSA Online Services from anywhere in the world using a computer with an Internet connection and a Web browser that supports 128-bit encryption. For the best user experience and security on this and many other websites, please upgrade your browser to the latest version.

Which Web browser should I use?

To access 1FBUSA Online Services, we require that you use a browser that supports at least 128-bit encryption to access your account using the 1FBUSA website but recommend that you use a browser that supports 256-bit encryption. Examples of browsers supporting 256-bit encryption include the latest versions of:

• Microsoft Edge
• Mozilla Firefox
• Apple Safari
• Google Chrome

How do I access my account?

You may access your 1st Financial Bank USA account(s) from the 1FBUSA Online Services home page. For your first visit, click the "Register " link to enroll. For subsequent visits, click Sign In, just enter your username and password, click Sign In, enter the 6-digit multifactor authentication code sent to your mobile phone and click the "Submit Code" button.

What are cookies?

Cookies are short pieces of data that a web browser places on the computer you are using to help the website identify returning users to provide these users with customized pages. The 1FBUSA Online Service cookies are not used to collect or store your personal and private information.

How do I register?

Registering for 1FBUSA Online Services is easy! Click the “Don’t have An Account? Register Here” link on the Members Log In Page. You will be asked to enter your 1st Financial Bank USA account number, Expiration Date, your social security number and date of birth. Click “Next” to receive a 6-Digit code to your mobile phone on file with the Bank or primary email address if you do not have a mobile phone on file. Enter the 6-Digit Code and click Submit Code. Next click the link, “To continue, click here to read the Electronic Communications Agreement”, review the agreement that opened in a new window. Finally, check the check box that states “I have read and agreed to the: Electronic Communications Agreement” and click Continue.

Registration is an important part of maintaining the security of your personal and account information on this site. The registration process will only take a couple of minutes. After you register, you will have immediate access to your account information.

How do I log in?

To Sign In, go to the 1FBUSA Online Services home page, enter your username and password, click Sign In, enter the 6 digit multifactor authentication code sent to your mobile phone and click the "Submit Code" button.

What if I forget my password or username?

If you forget your password, click the "Forgot Password?" link. You will be asked to provide the same information you provided during the registration process, plus your username. Upon submitting the correct information, you will be able to set up a new password.

If you do not remember your username, please contact Customer Service toll-free at 1-800-733-1732, Monday through Friday, 8:00 am to 8:00 pm CT and Saturday 8:00 am to 5:00 pm CT excluding Federal holidays.

How do I change my password?

After logging into 1FBUSA Online Services, click the "Account Information" tab and the "Change Password" link. You will be asked to provide your username and current password to select a new password.

Why do I need a passcode to log in?

The passcode provides an additional level of security when you log in from a new device or a device that the system does not recognize.

Why do I need a passcode to log in given that I requested that the system remember my device?

If you clear your cookies or reinstall our mobile app, you will need a passcode the next time you log in. Also, if you use private browsing or "Incognito Mode", the system will not remember your device. In addition, if you request that the system remember your device, it will only be remembered in connection with the specific web browser that you used when you made the request. For instance, if you request that the system remember your device when you log in to our website using Microsoft Edge, the device will be remembered only in connection with your use of Microsoft Edge. If you want your device to be remembered in connection with another browser (e.g., Firefox or Chrome), you will need to request that it be remembered when you log in using that browser.

How do I delete my online app account?

If you no longer want to use 1FBUSA Online Services and access your credit card account through our website and mobile app, you can request the removal of access by calling us at 1-800-733-1732, Monday through Friday, 8:00 am to 8:00 pm CT and Saturday 8:00 am to 5:00 pm CT excluding Federal holidays.

What to expect when removing access:

• Your username and password will be deleted.
• You will be unable to access and use 1FBUSA Online Services.

How do I delete my online app account?

If you no longer want to use 1FBUSA Online Services and access your credit card account through our website and mobile app, you can request the removal of access by calling us at 1-800-733-1732, Monday through Friday, 8:00 am to 8:00 pm CT and Saturday 8:00 am to 5:00 pm CT excluding Federal holidays.

What to expect when removing access:

• Your username and password will be deleted.
• You will be unable to access and use 1FBUSA Online Services.

Where can I use a chip-enabled card?

You can use chip-enabled cards at millions of places that accept Visa credit cards, at home and abroad. If a merchant hasn't switched to a new chip card reader, don't worry. Your card still has a magnetic stripe for use at traditional readers.

How does chip technology provide greater security when I make a purchase?

Every time you use your card at a chip-enabled terminal, the embedded chip generates a unique transaction code. This prevents stolen data from being fraudulently used.

Will I have to pay any fees to use a chip-enabled card?

No. There are no fees to use a chip-enabled card.

How do I pay at a chip-enabled terminal?

It's easy to make purchase with your chip-enabled card. Simply insert the chip end of your card into the terminal with the chip facing up. Leave your card in the terminal and follow the prompts on screen. Remove your card from the terminal when prompted, then sign for your purchase and take your receipt.

How can I tell if a terminal will accept Visa payWave?

You can use Visa payWave in all the places displaying this "contactless" symbol on their terminal readers:

How do I pay using Visa payWave?

To authorize a payment, you must wave your card directly within 1-2 inches of a secure reader that accepts Visa payWave payments, and it must be correctly oriented to be processed. Only the secure readers at authorized merchants can process the information on the cards with Visa payWave.

How am I protected if my chip-enabled card with payWave is lost or stolen?

Chip-enabled cards with payWave are protected against unauthorized use by Visa's Zero Liability Policy. You pay absolutely nothing for unauthorized purchases.

What is Autopay Payments?

Autopay Payments is an easy way to have payments automatically made to your 1FBUSA credit card account each month on your payment due date. There is no need to look for stamps, remember every month to make a payment, or worry about how long it will take for your payment to arrive by mail. We do not charge any fee for using Autopay Payments.

How do I set up Autopay Payments?

To set up Autopay Payments, go to the Set Up Autopay link on the Card Details page. Enroll a checking account and follow the instructions.

When will payments made using Autopay Payments be credited to my account?

Payments made using Autopay Payments will be credited to your account as of your payment due date each month. If your payment due date is a Saturday, Sunday or federal holiday, your Autopay Payment will be credited to your account as of the payment due date but in some cases may not post until the day following your payment due date. Your available credit will reflect the Autopay Payment as of the date it is credited to your account.

Will a payment set up using Autopay Payments be credited to my account if I make another payment?

Your Autopay Payment for any billing cycle will be reduced by the amount of any payment that is credited to your account during that billing cycle.

How do I cancel or change a payment set up using Autopay Payments or revoke my authorization for Autopay Payments?

You may cancel an Autopay Payment, request a change to the Payment Amount you have selected, or revoke your authorization for Autopay Payments by calling us at 1-800-733-1732 during our business hours at least one business day prior to your payment due date in order for the cancellation, change or revocation to be effective for that payment. You may also revoke your authorization for Autopay Payments by clicking on the pending Autopay Payment Amount on the Payments page and click” the – minus icon. A revocation made in this manner by 5:00 p.m. (Central Time) on Monday through Friday, Saturday if it is the last day of the month, or Sunday will be effective that day, and if made after 5:00 p.m. (Central Time) on any of those days, it will be effective the next day. A revocation made in this manner on Saturday other than if it is the last day of the month, regardless of the time of day it is made, will be effective the next day. You may also stop payment of an Autopay Payment by notifying your bank orally or in writing at least three business days prior to your payment due date.

Do you charge any fee to make payments using Autopay Payments?

We do not charge any fee to make payments using Autopay Payments.

What happens to the payments I set up using Autopay Payments if my payment due date changes?

Payments set up using Autopay Payments will be credited to your account on the new payment due date beginning with the first payment due date following the change.

How can Customer Service assist me?

Customer Service can provide you with information about your 1st Financial Bank USA account(s) and assistance using 1FBUSA Online Services.

How do I contact 1FBUSA Customer Service?

There are two ways to contact Customer Service:

By Phone:
Customer Service representatives are available by telephone, Monday through Friday, 8:00 am to 8:00 pm CT and Saturday 8:00 am to 5:00 pm CT excluding Federal holidays:
Call toll-free: 1-800-733-1732.

By mail:
1st Financial Bank USA
Credit Card Service Center
P.O. Box 1200
North Sioux City, SD 57049

1st Financial Bank USA
Prepaid Card Service Center
P.O. Box 2000
North Sioux City, SD 57049

May I make a suggestion?

Several new features and services are under development and will be added to 1FBUSA Online Services in the coming months. Your feedback is very important. If you have a comment or suggestion for improving 1FBUSA Online Services, please let Customer Service know by sending a SecureMail message. We value your input.

Does 1FBUSA offer federal student loans?

As a result of changes to the Federal Family Education Loan Program that were mandated by the federal government, 1st Financial Bank USA and other private lenders are no longer able to provide Stafford Loans to students. Effective July 1, 2010, Stafford Loans may only be issued by the federal government through its Direct Loan Program.

For information about obtaining a new Stafford loan, contact the financial aid office at your college.

When does repayment of my Stafford Loan start?

Generally, you must begin making payments six months after you graduate, leave school, or drop below half-time enrollment. If your Stafford loan is unsubsidized, interest begins accruing from the date your loan is disbursed, although you are not required to begin paying that interest until six months after you graduate or are enrolled less than half-time. You may make periodic payments on the loan interest while you are in school, or defer payment of the interest until you begin repayment of the loan. If you decide not to pay the interest while you are in school, the interest is "capitalized". This means the interest is added to the principal.

You and our loan servicing agent, Great Lakes, will agree upon a repayment schedule before repayment begins. There are several repayment plans available to you. How much you pay each month and how long you take to repay your loan will vary depending on the plan you choose. Additional information about repayment options is available on the Federal Student Aid website.

If you are having difficulty making payments, contact Great Lakes immediately at 1-800-236-4300 or borrowerservices@glhec.org. You may qualify for a deferment, forbearance, or other form of payment relief that allows you to temporarily reduce or suspend your required payments.

Can I check my student loan account online?

You can check your account online at mygreatlakes.org.

Who do I contact if I have questions about my 1FBUSA student loans?

Contact Great Lakes, our loan servicing agent, at 1-800-236-4300 or borrowerservices@glhec.org. Customer service is available Monday - Friday, 7:00 am - 9:00 pm CT.

What account information is available online?

1FBUSA Online Services provides easy access to the following information about your credit card account: your current balance, available credit, credit limit, minimum payment due, minimum payment due date, total payment due, last statement balance, amount of your last payment, and date last payment received. Transactions posted since the date of your last statement are also available, including purchases, cash advances, merchandise returns and payments.

Can I use my credit card to get cash advances at an ATM or from a bank?

To get cash advances using your credit card at an ATM, you need a personal identification number (PIN). Call us at 1-800-733-1732 to select a PIN. You may also get cash advances by presenting your credit card to a bank displaying a Mastercard or Visa sign. Beginning November 4, 2020, you can obtain cash advances up to an aggregate amount of $1,010 in any calendar day beginning at 12:00 midnight (Central Time) and ending at 11:59:59 p.m. (Central Time) subject to applicable cash availability and the regulations of the ATM operator or the bank. Notwithstanding the foregoing, beginning November 4, 2020, the amount of any cash advance that you may obtain during a single transaction from an ATM cannot exceed $510.

Can I transfer another credit card balance to my 1FBUSA account?

There are two easy ways to transfer the balance from another credit card to your 1FBUSA account:

1. Use a 1st Financial Bank USA convenience check. Fill it out as you would a personal check and use it to make your next payment on the other credit card account. The amount of the convenience check is added to your 1st Financial Bank USA credit card account balance. You may order convenience checks any time via SecureMail or by contacting Customer Service toll-free at 1-800-733-1732, Monday through Friday, 8:00 am to 8:00 pm CT and Saturday 8:00 am to 5:00 pm CT excluding Federal holidays. Your checks will arrive in 10-14 days.
2. Use your 1st Financial Bank USA credit card and PIN to obtain a cash advance at any ATM machine or bank, deposit the cash in your checking account and make your payment to the other credit card company with a personal check.

What is my current balance?

Your current balance includes purchases, cash advances, payments, credits and any other transactions that have posted to your account since your last statement closing date. In addition, your current balance includes estimated accrued interest for the current billing cycle, which is added to the current balance each day. You may not be billed or have to pay this accrued interest. The amount of any interest billed to your account and that you must pay is calculated on the last day of each billing cycle.

Do I have to pay the accrued interest included in my current balance? Interest that has accrued on purchases will be billed to your account if you do not pay your New Balance (also referred to on the website and mobile app as the Last Statement Balance) in full each month by your payment due date. Interest that has accrued on cash advances will be billed to your account and you must pay it regardless if you pay your New Balance in full each month by your payment due date. Examples of when interest will be billed on purchases are below.

I PAY MY BALANCE IN FULL EACH MONTH
If you pay your New Balance in full each month by your payment due date, the estimated accrued interest on purchases included in the current balance will not be billed to your account.

I DID NOT PAY MY BALANCE IN FULL LAST MONTH
If you did not pay your Previous Balance in full by the payment due date, interest for the current billing cycle will be billed to your account. Even if you pay your New Balance for that current billing cycle in full by the payment due date and make no new transactions, interest will be billed to your account for the next billing cycle. This interest is called “trailing interest”. To avoid interest charges on purchases, you must pay your New Balance in full by the payment due date for two consecutive billing cycles.

Also, if you did not pay your Previous Balance in full by the payment due date, interest may be billed to your account even if you pay the current balance disclosed on our website, mobile app or automated telephone response system (referred to as the current balance) and make no new transactions. If you pay the current balance, the New Balance on your next billing statement will be the amount by which the actual interest on your account exceeds the estimated accrued interest included in the current balance. To avoid interest charges on purchases, you must pay your New Balance in full by the payment due date for two consecutive billing cycles.

How are finance charges calculated?

If your cardholder agreement provides that your periodic finance charges are calculated under a daily compounding method, then your periodic finance charges are calculated by multiplying the applicable daily periodic rate by the average daily balance of purchases and average daily balance of cash advances, and then multiplying the products by the number of days in the billing cycle.

If your cardholder agreement provides that your periodic finance charges are calculated under a monthly compounding method, then your periodic finance charges are calculated by multiplying the applicable monthly periodic rate by the average daily balance of purchases and average daily balance of cash advances.

This information is provided on your printed monthly statement. The average daily balances are located in the box labeled "average daily balance used for computing finance charges"; the number of days in the billing cycle is located at the top of your statement in the box labeled "days in billing cycle"; and the finance charge is at the bottom of your statement in the box labeled "finance charge."

What is the average daily balance?

If your cardholder agreement provides that your periodic finance charges are calculated under a daily compounding method, then the average daily balance is calculated by dividing the sum of all daily balances for the billing period by the number of days in the billing period. The daily balance is calculated separately for purchases and cash advances and is determined each day during the billing cycle by adding the beginning balance of purchases or cash advances for that day - including any billed or unpaid finance charges - with any new purchases or other charges, and then subtracting any new payments or credits. At the end of each day, the daily balance is multiplied by the daily periodic rate, the result of which is added to the ending daily balance to get the next day's beginning balance.

If your cardholder agreement provides that your periodic finance charges are calculated under a monthly compounding method, then the average daily balance is calculated by dividing the sum of all daily balances for the billing period by the number of days in the billing period. The daily balance is calculated separately for purchases and cash advances and is determined each day during the billing cycle by adding the beginning balance of purchases or cash advances for that day - including any billed and unpaid finance charges - with any new purchases or cash advances and other charges, and then subtracting any payments or credits.

What is the monthly periodic rate?

The monthly periodic rate is the annual percentage rate (APR) divided by 12.

What is the daily periodic rate?

The daily periodic rate is the annual percentage rate (APR) divided by 365.

How quickly are credits applied?

When you return merchandise and are issued a credit, the merchant must transmit a credit statement to us within seven business days. We will apply the credit to your account within three business days of receiving the credit statement.

How do I dispute a charge?

If you believe a charge is incorrect, first contact the merchant and try to resolve the dispute. If the merchant issues a credit, you should see the credit on your next statement. You may also check whether the credit has been issued by logging in to 1FBUSA Online Services and viewing your Account Transactions page or by calling our automated telephone system toll-free at 1-800-733-1732 and requesting information about your last 10 transactions. If the merchant refuses to issue a credit, or the credit does not appear on your next statement, you should summarize the dispute in writing and send it to:

1st Financial Bank USA, P.O. Box 1100, North Sioux City, SD 57049

To preserve your rights as stated in your cardholder agreement, written notice of a dispute must reach us within 60 days after we send you the first statement on which the disputed charge appears. Your written notice must be signed and should include: (1) your name and account number; (2) the date of the transaction in question; (3) the dollar amount of the suspected error; and (4) a description of the error and an explanation, if possible, of why you believe there is an error. If you need more information, describe the item you are unsure about.

What are convenience checks?

Convenience checks are printed checks tied to your 1FBUSA credit card account. You may use them just like a personal check to make purchases, pay bills, etc. The check amount is charged to your credit card.

Can I order convenience checks online?

Yes. Log in to 1FBUSA Online Services and use SecureMail to request your convenience checks. Your checks will arrive by mail in 10-14 days.

My credit card expires soon. When will I receive my new card?

Your card is good through the last day of the month it expires. We will send your new card during the third week of the month it will expire. For example, if your card expiration date is 3/16, your card is good through the last day of March 2016 and you will receive your new card about a week before the old one expires.

How do I update my Billing Address or phone numbers on my account(s)?

To update your billing address or telephone numbers, click the "Edit" link from the Card Details tab. Your account profile will be updated within one business day after we receive your updated information.

What kind of Credit Card services can I now request online?

You can send a SecureMail message to request "Convenience Checks" if you need to make a Credit Card payment to Utility Companies or other merchants who will not accept Credit Card payments. You can also request Credit Limit increases or decreases. Or you can register for "eAutopay" services, so that you will always be able to make a payment to the Bank online whenever you need to do so, at no cost to you, (especially during months when you need to make a "last-minute" payment before your Due Date, in order to avoid going "delinquent" and paying a "Late Fee") and, of course, you can also ask your Customer Service Representatives to send you a Form that will allow you to enroll in the Bank's ACH Program, at no cost to you, if you prefer to make automatic "last-minute" payments, on ALL of your Due Dates, as outlined below.

Can I make automatic "last-minute" Credit Card payments to the Bank, on ALL of my Due Dates, at no additional cost to me?

Yes, you can make Autopay payments from your Checking Account to your Credit Card account, on all your Due Dates - at no cost - by simply enrolling in the Bank's "Autopay Program". You can choose to pay only the Minimum Payment Due each month, or always pay the Total Balance Due, each month, on your Due Date, to always keep your account "Paid In Full". Or, each month, just pay a specific amount that you know you can easily pay. To enroll in the Autopay Program, first add a check account on the Add New Payment Account page, and then click the Set Up Autopay link on the Card Details page. You can also request an Enrollment Form for the Bank's ACH Program, just contact us online, or call toll-free at 1-800-733-1732.

Is information about my last payment available online?

The amount and date of the last payment posted to your account are provided on the Card Details page of 1FBUSA Online Services.

Can I make a payment online?

With Make a One-Time Payment, you authorize a payment online. To make a One-Time Payment for the first time, click the Make Payment link from the Home Screen and enroll a Pay From account. After you have enrolled an account, complete the Make a One-One Payment page, by following the instructions on the screen. There are NO FEES for Make a One-Time payment online.

Can I pay by telephone?

You can make payments by telephone when you call toll-free at 1-800-733-1732 and utilize the Bank's automated telephone system. There are NO FEES for using the automated telephone system 24/7.

Where should I mail my payment?

To pay by mail, send a check or money order to the following address:

1st Financial Bank USA, P.O. Box 4524, Carol Stream, IL 60197-4524

Write your account number on your payment and mail early enough to ensure that it arrives by the payment due date.

Do I need to include the top portion of my statement?

You do not need to enclose the payment stub when you mail your payment as long as you write your account number on the check or money order. This will ensure that your payment is credited to the correct account.

What is Make a One-Time Payment?

Make a One-Time Payment is the quick and easy way to pay your 1FBUSA credit card bill. No need to look for stamps or worry about how long it will take for your payment to arrive by mail. There is no fee for Make a One-Time payment online.

How do I Make a One-Time Payment?

To make a One-Time Payment for the first time, you must ”Add a New Payment Account”, an account from which to make payments to your 1FBUSA credit card account. To add a New Payment Account, click Add New Account on the Make a One-Time Payment page or Payment Accounts page. Once you have enrolled an account, you can set up a single payment on the Make a One-Time Payment page.

Where can I view my recently authorized Autopays or One-Time Payments?

You can view payments that you initiated using Make a One-Time Payment or with the assistance of a Customer Service representative or through our automated telephone service (which we refer to as Autopay) that were processed within the last 30 days or are outstanding on the Payments tab of the Card Details page.

Can I Make a One-Time Payment without paying a fee?

We do not charge any fee to make a payment using Make a One-Time Payment.

How do I cancel or change a Pending One-Time Payment?

You may cancel or change a payment initiated using Make a One-Time Payment that is pending by (1) contacting us at 1-800-733-1732 during our business hours at least one business day prior to the payment date for that payment; (2) contacting your bank to stop payment at least three business days prior the payment date for that payment; or (3) editing or canceling the payment on the Make a One-Time Payment page under Pending Payments by 11:59 p.m. (Central Time) at least one calendar day prior to the payment date for that payment.

Are there any fees for Free Text Messages sent by the Bank?

There is no fee or charge assessed by 1st Financial Bank USA to use the Free Text Message service. Although standard carrier messaging charges do not apply to messages received as part of this service, you are responsible for any other applicable fees that may be assessed by your mobile service provider. If you receive a Free Text Message from us while you are out of the United States, you may be charged international roaming fees. You should refer to your agreement with your mobile service provider regarding this and other fees.

How can I tell if it is a Free Text Message?

"FREE MSG" will be at the beginning of the text message.

How often will I receive Free Text Messages?

The number of Free Text Messages from the Bank depends on your account activity.

How do I stop receiving Free Text Messages from the Bank?

You can stop receiving Free Text Messages from the Bank by replying "stop" or "stop all" to the last Free Text Message you received on your mobile phone number. This will stop any further text messages from being sent to that number.

A confirmation message will be sent to the mobile phone number from which you texted "stop" or "stop all" confirming our receipt of your "stop" or "stop all" message. Other than for the confirmation message, no further text messages will be sent to that mobile phone number.

For assistance, please contact Customer Service toll-free at 1-800-733-1732 during 1FBUSA's business hours or send us a SecureMail by clicking "Profile & Services" and selecting "Send SecureMail Message".

How do I get help?

By texting "Help" or "help" to the six-digit U.S. short code 332898 (FFBTXT) or replying to the last Free Text Message you received from us with "HELP" or "help", a response will be sent to your mobile phone number with a phone number to call the Bank for assistance.

For assistance, you may also contact Customer Service toll-free at 1-800-733-1732 during 1FBUSA's business hours or send us a SecureMail by clicking "Profile & Services" and selecting "Send SecureMail Message".

What types of Free Text Messages does the bank send?

When you provide us your mobile phone number at which to contact you about your account, we will send you a Free Welcome Text Message. We may also send you Free Text Messages containing the following information:

• Notice that your balance exceeds your credit limit.
• A reminder that you did not pay the Minimum Payment Due on your account by the Payment Due Date.
• Notice that your charging privileges are about to be suspended.
• An offer to assist you eliminate the delinquency on your account.
• An offer to lower your monthly payment.
• An offer to lower the annual percentage rate applicable to your account.
• An offer to enroll in a workout program.
• Notice that your account is scheduled to charge off at the end of the month and the amount you need to pay to prevent your account from charging off.
• An offer to pay off your charged-off balance for less than you owe.

How are Free Text Messages sent to my mobile phone?

A text message uses SMS (Short Messaging Service). Your mobile phone must be able to receive text messages. Please contact your mobile service provider if you are unsure whether your mobile phone can receive text messages.

Do the Free Text Messages get stored when my mobile phone is turned off or out of range?

The Free Text Messages we send to your mobile phone number should be stored by your mobile service provider and you should receive them when you turn your mobile phone on. For more details, please contact your mobile service provider.

Can I receive Free Text Messages when I am out of the country?

The short code used to send Free Text Messages is specific to the United States so you may not receive them when you are out of the country.

If you receive a Free Text Message while you are out of the country, you may be charged international roaming fees. Please contact your mobile service provider for more information.

Can there ever be a delay in receiving the Free Text Messages that I request?

The delivery of a Free Text Message cannot be guaranteed. Delivery delays may occur from time to time due to service interruptions and other unforeseen circumstances. So when in doubt, you can always check your account information online or by calling us toll-free at 1-800-733-1732.

How secure are Free Text Messages?

The HELP and STOP commands do not require that you send any confidential information about you or your account. We never transmit your full credit card account number or other confidential information via text message.

I have disconnected my mobile phone or changed carriers. Will Free Text Messages still be sent to my mobile phone?

As a security precaution, Free Text Messages will not be sent to a mobile phone number that has been disconnected or for which you have changed mobile service providers.

Will Free Text Messaging work with my mobile service provider?

We currently support AT&T, Sprint, T-Mobile®, MetroPCS® and Verizon Wireless with the Free Text Messaging service.

Will I receive promotional text messages?

No. The Bank does not send promotional text messages.

Are text commands case-sensitive?

No, text commands are not case sensitive. For example you can type "help" or "HELP" or you can type "STOP" or "sToP"

Can I use more than one mobile phone number to receive Free Text Messages?

We will only send Free Text Messages to the mobile phone number that you have told us is the best number at which to reach you.

Where can I find the Free Text Message Terms and Conditions?

The 1FBUSA Free Text Message Terms and Conditions are located My Account page.

1. Click on your name top right of the page
2. Click on Legal Disclosures
3. Under Legal Disclosures Click on Free Text Message Terms and Conditions link

How many months of billing statement history will be available online?

You can view billing statements that are up to 12 months old online. And, if you wish, you can always receive paper copies of your billing statements for the previous 12 months by contacting Customer Service toll-free at 1-800-733-1732, Monday through Friday, 8:00 am to 8:00 pm CT and Saturday 8:00 am to 5:00 pm CT excluding Federal holidays.

Now that I can view my billing statements online, how can I stop receiving statements in the mail?

By following these two easy steps, you can go paperless by: (1) clicking "Electronic Contact Consent"; (2) selecting "Paperless Delivery Settings".

If I change my billing statement delivery setting, when will the change go into effect?

It may take up to two billing cycles before the change takes effect.

How do I switch from the "Paperless" delivery setting back to the "U.S. Mail" setting?

You can request to receive statements, privacy notice and billing rights statement in the mail again, anytime you wish. Just click Electronic Contact Consent located in Legal Disclosures, and check the Unsubscribe from paperless statements and click Save Changes. It may take up to two billing cycles before you begin to receive billing statements in the mail. Even if you unsubscribe from paperless statements, you may continue to view your statements and other disclosures online.

How do I pay my bill if I do not receive statements in the mail?

You can make payments online by clicking "Make Payment" on the Home Screen or by calling our automated telephone service at 1-800-733-1732.

I received a letter advising me that I now will be receiving statements by mail. Why?

As we advised you in that letter, the Electronic Delivery Notice recently sent to you advising you that your current statement is available online was returned as undeliverable. As a result, you were automatically unenrolled from the Electronic Communications Service. If you would again like to receive billing statements and other disclosures in electronic form, you must reenroll in the Electronic Communications Service. Even if you do not reenroll, you may view your statements and other disclosures online.

Can I use my printer to print a copy of my online billing statement?

Yes, you can print a paper copy for your files - and that is why you may no longer need to receive a paper billing statement in the mail.

If I get paper billing statements, can I make a payment before my paper billing statement arrives in the mail?

You do not have to wait until your billing statement arrives in the mail in order to make a payment. You can make payments online or by calling our automated telephone service at 1-800-733-1732.

What is SecureMail?

SecureMail enables registered users of 1FBUSA Online Services to communicate with Customer Service through a secure channel. It is the most convenient way to contact Customer Service about your credit card account. To access SecureMail, click the SecureMail notification on the Home page.

How do I send a SecureMail?

Click the "Support Center" link and click the "Send Us SecureMail Message" link. Then compose and submit your SecureMail message.

When will I receive a response?

You will receive immediate confirmation online that your SecureMail message has been successfully sent to Customer Service. We will respond to your message via SecureMail within two business days after we receive it.

How will I know when I have new SecureMail?

After logging in to 1FBUSA Online Services, there will be a notification on the Home page if you have any new messages. Click on the notification and the messages will display in the SecureMail Inbox.

Can I use regular email to contact 1FBUSA?

1st Financial Bank USA is committed to maintaining the security of your personal and financial information. Because we cannot ensure this security with regular email, you may not use regular email to contact Customer Service. We developed SecureMail to enable cardholders to communicate securely with Customer Service. SecureMail requires you to log in to 1FBUSA Online Services. This enables us to verify your identity and helps to ensure that your information is not accessible to anyone else. Unlike regular email, SecureMail is always transmitted over a secure channel.

Does 1FBUSA have a Mobile App?

Yes.

On what devices can the 1FBUSA Mobile App be downloaded and used?

The 1FBUSA Mobile App can be downloaded and used at no cost on Apple® iPhone devices running iOS 12.0 or later and on Android™ mobile devices 4.2 (Lollipop) or later.

How do I get the 1FBUSA Mobile App?

You can download the 1FBUSA Mobile App for iPhone devices through the Apple® iTunes® App Store and for Android™ devices through Google Play. Just search for the app and download it.

Please note that by clicking on the link, you are leaving our website and entering a third-party website over which we have no control.

What can I do on the 1FBUSA Mobile App?

You can do just about everything on the 1FBUSA Mobile App that you can do on the Bank’s website. You can access and view information about your credit card account, including current balance, available credit, credit limit, minimum payment due, payment due date, last statement balance, amount and date of your last payment, and transactions posted since the date of your last statement.

For other questions about your credit card account, please see the other FAQ’s.

Is there a charge for the 1FBUSA Mobile App?

There is no fee or charge assessed by 1st Financial Bank USA to access or use the Mobile App, although message and data rates may apply. Such charges may include those from your telecommunications service provider. You should refer to your agreement with your telecommunications carrier regarding such fees.

Can I use the same login credentials for the 1FBUSA Mobile App that I use to login to the Bank’s website?

Yes, you can use the same user name and password.

For other questions about registration and login, please see the “Registration and Sign In” FAQs.

Do I need to register to use the 1FBUSA Mobile App?

You do not need to register to login to the 1FBUSA Mobile App if you already have registered on the Bank’s website. If you have never registered on the Bank’s website, then you can register using the Mobile App. Your login credentials work on the Banks’s website and the 1FBUSA Mobile App.

For other questions about registration and login, please see the “Registration and Sign In” FAQs.

How do I access/login to the 1FBUSA Mobile App?

After you have downloaded the App, just tap on the 1FBUSA icon and enter the same user name, password you use to login to the Bank’s website and then the 6 digit security code sent to your mobile phone.

How do I contact 1FBUSA if I have questions about the Mobile App?

Please refer to the “How do I contact 1FBUSA Customer Service?” in the “Other Services” FAQ section.

If I delete the App, how do I install it again?

You have to download it again. To download the app, please see the answer to the question “How do I get the 1FBUSA Mobile App?”

Why do I need to Allow 1FBUSA Mobile access and grant permissions when I download or upgrade 1FBUSA Mobile on Android devices?

When you install or upgrade 1FBUSA Mobile on an Android device, you will be presented with a list of permissions from Google. 1FBUSA cannot customize these at this time. In order to use some features of 1FBUSA Mobile on devices with Android Operating Systems of 6.0 or newer we ask that you 'allow' and grant permissiosn to those presented to you.

What happens if I do not grant permissions to any or all of the permissions that are presented by Google on Android devices?

You can still download and install or upgrade 1FBUSA Mobile but some of the features will not be available to use. Any time you would like to use a feature where permissions have not been granted yet, 1FBUSA Mobile will display information on the screen and prompts that will guide you through the permission process.

Permissions can be managed in your device Settings > Application Manager > Permissions. The acess path may vary depending on the Android version.

What does the permission "Allow 1fbusa to make and manage phone calls" mean from Google on Android devices?

1FBUSA will not really make or manage phone calls. This permission is needed so the app can read your phone's status and identity, which we need so you can conduct your banking securely. This permission is also used for the Quick Look feature where you can see a summary of account information without logging in once you have turned the feature on.

What does the permission "Allow 1fbusa to access photos, media and files on your device" mean from Google on Android devices?

1FBUSA Mobile needs this permission so it can check to see if you have enough storage space to download and save PDF's such as a statement.

If you receive an error message such as 'Insufficient storage available' or 'Not enough space' when trying to download and view a PDF, it may mean that the mobile device does not have enough storage at this time. You may have to delete cached files, move files to an internal SD card on the phone or delete unused Apps to free up space.

What does the permission "Allow 1fbusa to take pictures and record video" mean from Google on Android devices?

When you have a Prepaid Card you can load it using the Mobile Deposit Service. 1FBUSA Mobile needs access to the camera on your device so you can take a photo of the front and back of your check and submit the image for processing.

What are Push Notifications?

Push Notifications are “push” versions of existing online banking alerts for 1st Financial Bank USA customers who have an Apple® or AndroidTM device (phone or tablet), downloaded the 1st Financial Bank USA mobile app (1FBUSA Mobile), and signed up to receive such alerts.

How do I sign up and receive Push Notifications?

Download and update the latest version of 1FBUSA Mobile. For Android users, push notifications are automatically enabled. For iOS users, navigate to the Push Notification Settings and slide to On to receive notifications. Push Notifications can also be enabled or disabled in your device settings.

How do I sign up and receive Push Notifications on my Apple device?

• Tap the “Settings” icon on your device's home screen.
• Scroll to find and tap on “Notifications”.
• Select the app for which you want to receive push notifications and make sure “Allow” is on.

How do I sign up and receive Push Notifications on my Android device?

• Scroll to find and tap on "Settings".
• Tap "Apps", "Applications", or "Applications Manager" (terms and steps vary by device).
• Scroll through the list of apps and tap on the app for which you want to receive push notifications.
• Tap on "Show Notifications". A check mark will be displayed confirming that push notifications are enabled for that app.

What type of Push Notifications are available?

• Account-specific automatic alerts (e.g., due date reminder, missed due date, balance exceeds credit limit, account is past due)
• Security and general alerts (e.g. address change, password changed)

For a list of available Push Notifications, log in to 1FBUSA Mobile and go to Push Notifications.

I signed up to receive Push Notifications but have not received any?

Log in to 1FBUSA Mobile, tap Push Notification and make sure the Push Notification Settings is on for the notification you want to receive.

What is Log In with Touch ID?

Log in with Touch ID is an easy and secure alternative to logging in to 1FBUSA Mobile using your fingerprint instead of entering your username and password. Touch ID can be used with an iPhone5s or later, iPad (5th generation and later), iPad Pro, iPad Air 2, or iPad mini or later.

How do I enable Log In to 1FBUSA Mobile with Touch ID?

When Touch ID is enabled on your device, you can enable Touch ID for the 1FBUSA Mobile app

1. Tap on the 1FBUSA Mobile icon. Landing page is displayed
2. From Landing page, tap on Sign In button. Sign In screen is displayed.
3. From Sign In screen, enter your Username and Password and mark the checkbox Log me in with Touch ID, and tap Sign In button. MFA screen is displayed.
4. Enter a 6-Digit Code number that you received and tap Submit Code button. You are now logged in and Touch ID authentication is enabled for 1FBUSA Mobile.

Note: If you use a Log Out button on your device, you will be logged out and Touch Id authentication will be disabled for 1FBUSA Mobile App. You can enable Touch ID authentication again next time when you sign up.

Where is my fingerprint stored?

Your fingerprint is stored only on your device and is encrypted with a key that is specific to that device.

How can I disable Log In with Touch ID?

When you use a Log Out button on your device Touch ID is disabled. You can also turn Touch ID off in the phone settings by deleting the Fingerprint that was set up in Touch ID and Password.

How do I add a fingerprint to my device?

Go to Settings on your device:

1. From Settings screen, tap Touch ID & Passcode

   Enter Passcode screen will be displayed.

2. From Enter Passcode screen, enter your passcode.

   Touch ID and Passcode screen will be displayed.

3. From Touch ID & Passcode screen, tap on Add a Fingerprint link.
4. Touch ID screen will be displayed. Follow instructions on the screen until Complete screen is displayed
5. From Complete screen, tap Continue button. Touch ID & Passcode screen is displayed.
6. Touch ID is now enabled on your device. Touch ID & Passcode screen now has a link Finger 1.

How do I log in to 1FBUSA Mobile using Log In with Touch ID?

If you have enabled Log In with Touch ID, you will be prompted to scan your fingerprint when you open 1FBUSA Mobile to log in.

Can I use different fingerprints to log in to 1FBUSA Mobile?

When you enable Log In with Touch ID, any fingerprint stored on your device can be used to log in to 1FBUSA Mobile.

Should I use Log In with Touch ID if I share my device with others?

Touch ID is designed to be secure, but we don’t recommend using it if you share your phone or device passcode with others. Anyone who knows your device’s four-digit passcode can add a fingerprint to your device – and once added, that fingerprint can be used to access 1FBUSA Mobile, view your account information, and complete transactions.

Does the Bank have access to my fingerprint?

No. The Bank does not store or have access to the information needed to recognize your fingerprint.

What happens if I change a fingerprint stored on my phone?

If a change to the fingerprint registry is detected on your device, fingerprint authentication will be disabled and you will need to re-enable it.

How do I know that Touch ID is enabled for 1FBUSA Mobile?

Close 1FBUSA Mobile, but do not use the Logout button.

Tap on 1FBUSA Mobile icon, and observe that the Touch ID for “1FBUSA Mobile” requires you to authenticate with your fingerprint. Once authenticated, the 1FBUSA Mobile screens are displayed.

What is Log In with Fingerprint Authentication?

Fingerprint Authentication is an easy and secure alternative to logging into 1FBUSA Mobile using your fingerprint instead of entering your username and password. Fingerprint Authentication can be used with Android devices that support fingerprint authentication.

How do I enable Log In to 1FBUSA Mobile with Fingerprint Authentication?

When Fingerprint ID is enabled on your device, you can enable Fingerprint ID for the 1FBUSA Mobile app.

1. Tap 1FBUSA Mobile icon. Landing page is displayed
2. From Landing page, tap Sign In button. Sign In screen is displayed.
3. From Sign In screen, enter your Username and Password and mark the checkbox Log me in with my fingerprint, and tap Sign In button. MFA screen is displayed.
4. From MFA screen, enter a 6-Digit Code number that you received and tap Submit Code button. You are now logged in and Fingerprint authentication is enabled for 1FBUSA Mobile.

Note: If you use a Log Out button on your device, you will be logged out and Fingerprint authentication will be disabled for 1FBUSA Mobile App. You can enable Fingerprint authentication again next time when you sign in.

How do I know that Fingerprint is enabled for 1FBSUA Mobile?

Close 1FBUSA Mobile, but do not use the Logout button.

Tap on 1FBUSA Mobile icon, and observe that the Please authenticate to continue your previous session. Screen is displayed and requires you to authenticate with your fingerprint. Once authenticated, the 1FBUSA Mobile screens are displayed.

Where is my fingerprint stored?

Your fingerprint is stored only on your device and is encrypted with a key that is specific to that device.

How can I disable Log In with Fingerprint Authentication?

When you use a Log Out button on your device Fingerprint Authentication is disabled. You can also turn off Fingerprint ID in the phone settings by deleting the Fingerprint that was set up in Lock Screen and Security settings.

How do I add a fingerprint to my device?

Go to Settings on your device:

1. From Settings, tap Lock screen and security

   LOCK SCREEN AND SECURITY screen will be displayed.

2. From LOCK SCREEN AND SECURITY screen, tap Fingerprint Scanner.

   CONFIRM PIN screen will be displayed.

3. From CONFIRM PIN screen, enter your PIN. LOCK SCREEN AND SECURITY screen will be displayed. Tap on Fingerprint Scanner. Follow instructions on the screen until Fingerprint added screen is displayed.
4. From Fingerprint added screen, tap DONE button. TURN ON FINGERPRINT UNLOCK screen will be displayed.
5. From TURN ON FINGERPRINT UNLOCK screen, tap TURN ON button. FINGERPRINT SCANNER screen is displayed.
6. Fingerprint is now enabled on your device.

FINGERPRINT SCANNER screen now displays Fingerprint 1.

How do I log in to 1FBUSA Mobile using Fingerprint Authentication?

If you have enabled Log In with Fingerprint Authentication, you will be prompted to scan your fingerprint when you open 1FBUSA Mobile to log in.

Can I use different fingerprints to log in to 1FBUSA Mobile?

When you enable Log In with Fingerprint Authentication, any fingerprint stored on your device can be used to log in to 1FBUSA Mobile.

Should I use Log In with Fingerprint Authentication if I share my device with others?

Fingerprint Authentication is designed to be secure, but we don’t recommend using it if you share your phone or device passcode with others. Anyone who knows your device’s four-digit passcode can add a fingerprint to your device – and once added, that fingerprint can be used to access 1FBUSA Mobile, view your account information, and complete transactions.

Does the Bank have access to my fingerprint?

No. The Bank does not store or have access to the information needed to recognize your fingerprint.

What happens if I change a fingerprint stored on my phone?

If a change to the fingerprint registry is detected on your device, Fingerprint Authentication will be disabled and will need to re-enable it.

What is Log In with Face ID?

Log in with Face ID allows you to use your device’s Apple Face ID to log in to 1FBUSA Mobile using facial recognition instead of entering your username and password.

How do I enable Log In to 1FBUSA Mobile with Face ID?

1. Tap on the 1FBUSA Mobile icon. Landing page is displayed
2. From Landing page, tap on Sign In button. Sign In screen is displayed.
3. From Sign In screen, enter your Username and Password and mark the checkbox Log me in with Face ID, and tap Sign In button. MFA screen is displayed.
4. Enter 6-Digit Code number that you received and tap Submit Code button. You are now logged in and Face ID authentication is enabled for 1FBUSA Mobile.

Note: If you use a Log Out button on your device, you will be logged out and Face Id authentication will be disabled for 1FBUSA Mobile App. You can enable Face ID authentication again next time when you sign up.

Where is my Face ID information stored?

The information needed to recognize your facial features is stored on your device. 1FBUSA Mobile uses your device’s functionality to recognize your facial features when you log in. 1FBUSA does not store your Face ID image.

Can I disable Log In with Face ID?

When you use a Log Out button on your device, you will be logged out and Face Id authentication will be disabled for 1FBUSA Mobile App. You can also turn off Face ID in the phone settings by deleting the Face ID that was set up in the FACE ID and Passcode screen.

How do I set up Face ID on my device?

Go to Settings on your device:

1. From Settings screen, tap Face ID and Passcode.

   Enter Passcode screen will be displayed.

2. From Enter Passcode screen, enter your passcode.

   Face ID and Passcode screen will be displayed.

3. From Face ID and Passcode screen, tap on Set Up Face ID link.

   How to Set Up Face ID screen will be displayed.

4. From How to Set Up Face ID screen, tap Get Started button and follow instructions on the screen. First Face ID scan complete. screen is displayed.

5. From First Face ID scan complete. screen, tap on Continue button and follow instructions on the screen.

   Second Face ID scan complete. screen is displayed for a short time and then Face ID is Now Set Up screen is displayed.

6. From Face ID is Now Set Up screen, tap Done button. Face ID & Passcode screen is displayed.
7. Face ID is now enabled on your device. Face ID & Passcode screen now has a link Reset Face ID.
8. From Face ID & Passcode, if you tap on Other Apps link, you will see that the screen Other Apps has a 1FBUSA Mobile icon among other apps that requested to use Face ID for authentication.

How do I log in to 1FBUSA Mobile once I’ve set up Face ID?

When you open 1FBUSA Mobile, you will be prompted to Log In with Face ID.

Should I use Log In with Face ID if I share my device with others?

We do not recommend using the Log In with Face ID feature if you share your device.

If Log In with Face ID is enabled, can I still use my username and password to log in?

You can log in with your username and password at any time.

What happens if I change the Face ID stored on my device?

If a change to Face ID is detected on your device, Face ID will be disabled and you will need to re-enable it.

What happens if I change my username or password?

Any time your username or password is changed, Face ID will be disabled and you will need to re-enable it.

What is Log In with Face Recognition?

Log in with Face Recognition allows you to use Face authentication to log in to 1FBUSA Mobile using facial recognition instead of entering your username and password.

How do I enable the Log In to 1FBUSA Mobile with Facial Recognition?

1. Tap on the 1FBUSA Mobile icon. Landing page is displayed
2. From Landing screen, tap Sign In button. Sign In screen displayed.
3. Checkbox 'Log me in with my biometrics' is displayed in Sign In screen when Fingerprint or Face ID and Fingerprint setup
4. From Sign In screen, enter your Username, Password, and mark the checkbox Log me in with my biometrics, and tap Sign In button. MFA screen is displayed.
5. From MFA screen, enter a 6-Digit Code number that you received and tap Submit Code button. You are now logged in and biometrics (Face) authentication is enabled for 1FBUSA Mobile.

Note: If you use a Log Out button on your device, you will be logged out and Face will be disabled for 1FBUSA Mobile App. You can enable Face again next time when you sign up.

Where is my Face Recognition information stored?

The information needed to recognize your facial features is stored on your device. 1FBUSA Mobile uses your device’s functionality to recognize your facial features when you log in. 1FBUSA does not store your Face Recognition image.

Can I disable Log In with Face Recognition?

You can disable the Log In with Face Recognition feature at any time. To disable the feature, select Off for Facial Recognition on the log in page.

When you use a Log Out button on your device, you will be logged out and Face Recognition will be disabled for 1FBUSA Mobile App. You can also turn off Facial Recognition in the phone settings by deleting the Face Recognition that was set up on the Face Recognition and Passcode screen.

How do I set up Face Recognition on my device?

Go to Settings on your device:

1. From Settings screen, tap Biometrics and Security.

   Biometrics and Security screen displayed.

2. Tap on Face Recognition and from Confirm PIN screen, enter your passcode.

   Face Recognition screen will be displayed.

3. On Face Recognition screen, click continue and select Yes or no for wear glass.
4. Click Continue. Registering Your Face will start and once 100% completed will display message Face Registered.
5. Click done button

How do I log in to 1FBUSA Mobile once I’ve set up Face Recognition?

When you open 1FBUSA Mobile, you will be prompted to Log In with Facial Recognition.

Should I use Log In with Facial Recognition if I share my device with others?

We do not recommend using the Log In with Face Recognition feature if you share your device.

If Log In with Face Recognition is enabled, can I still use my username and password to log in?

You can log in with your username and password at any time.

What happens if I change the Face Recognition stored on my device?

If a change to Face Recognition is detected on your device, Face Recognition will be disabled and you will need to re-enable it.

What happens if I change my username or password?

Any time your username or password is changed, Face Recognition will be disabled and you will need to re-enable it.