• Banking Online FAQs

Banking Online FAQs

Banking Online

Log In Assistance

Transfer Funds

Bill Pay Online

Adding/Removing Accounts

Transaction Image Retrieval

Statements Online

Tax Forms Online

Self-Service Requests

What are the fees for Banking Online?

 

Service Fee
Banking Online(With Bill Pay Online) FREE
Banking Online for Business (Basic) FREE
Banking Online for Business(With Bill Pay Online) FREE
Banking Online for Business(With Cash Management Services) Cash Management customers: contact your Relationship Manager for pricing. Or call us at 888-382-8998.

 

Learn more: Banking Online | Banking Online for Business

For additional rate, fee and cost information, please refer to the Depositor Agreement and Disclosure Statement.

*All fee information subject to change.

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Is Banking Online secure?

Absolutely. Each time you log in to Banking Online, one secure connection is opened to the bank. This connection is protected using Secure Sockets Layer (SSL) 3.0, a security protocol that prevents eavesdropping, tampering, and message forgery over the Internet.

We also provide you with e-mail alerts, which let you know whenever your account information has been changed. In the event that you did not initiate that change, we ask that you contact us immediately so we can take the necessary steps to block unauthorized users from your account.

Additional protection is provided using firewall technology. Firewalls monitor all data traffic to and from First Tennessee, ensuring that only known users are able to gain access. Read more information about our security practices.

You're also protected by our 100% Online Fraud Protection Guarantee. In the event that someone establishes unauthorized access to your deposit accounts through our Banking Online services, you are 100% covered for any funds removed from those personal deposit accounts¹.

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After I sign up, when will I see my accounts online?

Customers enrolling in Banking Online with a First Check or ATM Card and PIN immediately see accounts linked to the card upon log in. Transactions for those accounts become available 24 business hours after enrollment. After logging in to Banking Online, most other accounts can be added to your profile immediately via the Add Accounts function.

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What is required to use Banking Online?

For full details, click here.

Banking Online requires:

  • A First Tennessee checking, savings, credit card or home equity line of credit account
  • Internet access with a 128-bit encrypted browser

Banking Online with Quicken software requires:

  • A First Tennessee checking, savings, credit card, or home equity line of credit account
  • A currently supported Quicken software version (current versions)
  • Internet access with a 128-bit encrypted browser

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Which accounts can I access through Banking Online?

You can view balances and transactions for checking, savings, credit card, and home equity lines of credit. You can view balances for CDs, individual retirement accounts (IRAs), installment loans, mortgages, and brokerage accounts.

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How current is the Banking Online balance information?

The current balance displayed is the closing information from the previous business day. The available balance displayed includes ATM transactions, transfers, point-of-sale and First Check transactions completed throughout the day and online bill payments created on the current day. Available balance also includes First Banking Reserve (overdraft protection).

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Why is my account balance surrounded by parentheses?

Parentheses denote a negative balance for checking and savings accounts. For credit accounts, installment loans, and mortgages, parentheses indicate a balance due.

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Can I use Banking Online from more than one computer?

Yes. Since Banking Online is accessed through the Internet, you can use it from any computer with Internet access and a 128-bit encrypted web browser.

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What is the difference between Banking Online and Quicken?

With Banking Online, your banking is done through your Web browser. With Quicken, Banking Online is done through software installed on your computer. Note: Quicken software must be purchased by the customer.

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Can I nickname accounts to tell them apart from each other?

Yes. After logging into Banking Online, select the "Edit Account Nicknames" link which is located above the Current Balance column of the Deposit and Investment Accounts Summary section, or above the outstanding balance column of the Credit Accounts Summary section. In the page that opens, type the new nickname(s) in the text field titled Account Nickname. Click Continue. Review the changes and click Save Nicknames. The new nickname will now be displayed in the appropriate account list.

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Which Banking Online services can I use with a Macintosh?

Macintosh users can access accounts online with Banking Online and Quicken software for Mac.

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How do I set up an alert?

You do not need to do anything to set up the required and recommended alerts; those will be sent to you automatically. To set up optional alerts, visit Banking Online, click on the Messages & Alerts tab, then select Alerts from the sub-menu. To set up an alert, click Manage Alerts and simply add the alert you want used with your account. If you have more than one account, you will need to associate the alert with the right account. Depending on the alert you select, you may also need to set amount thresholds that trigger the alerts.

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How do I change the email address my alert is sent to?

To change the email address at which you receive your alert, log in to Banking Online, select Delivery Settings from the Alert Center menu, then change the email address currently listed.

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Can I cancel an alert that I am currently receiving?

For security purposes, certain alerts, such as changes to your login information, are required and you cannot opted-out from receiving. You can, however, opt out of recommended alerts via Banking Online. Optional alerts will not be sent to you unless you opt-in via Banking Online to receive them. To discontinue an alert, log in to Banking Online, select Manage Alerts under the Alert Center menu, then choose Delete beside the alert you want to stop receiving. You will be asked to confirm your selection on the next screen. Simply click Yes and your alert will be removed.

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Are there alerts that cannot be turned off?

For your protection, our information and security alerts let you know when personal information about your account has changed or if there have been multiple failed log-in attempts with your account. These alerts cannot be turned off. Click here to view a full list of required security alerts.

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Will I receive a message immediately if my account triggers a specific alert?

When an action triggers a required alert, such as a change to your login information, you will receive an email within 30 minutes of the change. All other alerts are sent daily.

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What do I need to do if I get a security alert?

If you receive an alert for an action that you initiated, there’s no need to do anything. However, if you receive an alert for an action that you did not initiate, you should contact FirstLink immediately at 800-382-5465.

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What if I don’t want alerts?

For security purposes, certain alerts, such as changes to your login information, are required and you cannot opt-out from receiving. You can, however, opt-out of recommended alerts via Banking Online. Optional alerts will not be sent to you unless you opt-in via Banking Online to receive them. You can view a full list of alerts by clicking here.

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Can I get alerts by phone and email?

At this time alerts are only available via email.

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Why do I need to verify adding a new contact or making changes to existing contacts?

This is a feature that has been put in place for your security. This is to confirm that no one, besides you, is adding a new custom payee or making changes to your contact information.

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What transactions need to be verified?

Adding a custom payee for online bill payments or changing your contact information.

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What devices can be used for verifying these transactions?

You must select at least one mobile phone number or email address for verification purposes; however, it is recommended to have at least two verification methods.

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Is there a charge to receive text notifications from the bank?

Currently, First Tennessee does not assess a charge; however, there may be charges associated with text messaging on your phone. Check with your wireless provider for more information.

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Can all mobile phones receive text notifications?

No, sending text messages to Google Voice, Skype and other VoIP numbers is currently not supported.

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As a Banking Online user, am I eligible to use Mobile Banking as well?

Yes, when you enroll for Banking Online, you are automatically enrolled for Mobile Banking. Downloadable apps are available for iPhone®, iPad ®, and AndroidTM smartphones. Visit the appropriate app store to download the First Tennessee Mobile Banking app, then you may use your Banking Online user name and password to log in to Mobile Banking

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What if I forget my User ID?

To recover your User ID, click Forgot User ID. Next, enter the code presented in the image and your email address, and then click Submit. Your User ID will be emailed to you once your email address has been verified.

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What if I forget my Password?

To recover your Password, enter your User ID and then click Forgot Password. Next, click Continue and a temporary password will be sent to the e-mail address on file.

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What is the purpose of the Security Questions?

The Random Security Question adds an extra layer of protection, making it more difficult for an unauthorized person to log in to your account.

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What is the purpose of a Trust Word?

The Trust Word is a way for us to verify our identity to you. It is a word or phrase of your choosing that we will show each time you log in. When you see your Trust Word, you will know you are on the genuine First Tennessee website.

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What is the purpose of a Trust Image?

The Trust Image is an image that you choose that will be displayed each time you log in to Banking Online. When you log in and recognize your Trust Image, you will know that you are on the genuine First Tennessee website.

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Can I use the same User ID and Password for Banking Online and Quicken software?

Yes. Your User ID and Password are the same for all Banking Online services supported by First Tennessee.

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What types of accounts can I transfer funds to and from?

 

Account Type Transfer From Transfer To
Checking Yes Yes
Savings Yes Yes
Add-On CD No Yes
Credit Cards Yes Yes
Home Equity Lines of Credit Yes Yes
Home Equity Loans No Yes
Personal Lines of Credit Yes Yes
Installment Loans No Yes

 

NOTE: All other accounts are not eligible for Banking Online Transfer function.

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When are funds available after they are transferred?

The availability of funds or the posting of payments after a transfer depends on two factors: the type of account into which funds are transferred and the time the transfer occurs. Refer to the following table for details.

Account type into which funds are transferred Funds transferred Monday through Friday 7:00 AM – 9:00 PM Eastern time Funds transferred Monday through Friday 9:00 PM – 7:00 AM Eastern time, or anytime during the weekend
  • Checking
  • Savings
  • Add-On CD
Immediate Immediate for Banking Online transactions. Funds are not available to clear checks until the next business day.
  • Installment Loans
  • Home Equity Loans
  • Personal Lines of Credit
Next Business Day 2 Business Days
  • Credit Cards
  • Home Equity Lines of Credit
2 Business Days* 3 Business Days**
*Payments will be applied to your account as of the date received.
**Payments will be applied to your account as of the next business day.

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How will I know if a transfer was successful?

You receive a confirmation number when we successfully receive your transfer request. If system maintenance occurs at the time of your transfer, you might not see the transfer in your account history, but you will see the change in your available balance. These transfers are added to your account history during nightly processing and are displayed in the history on the next business day.

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What bills can I pay through Banking Online?

You can pay practically anyone using Banking Online – both businesses and individuals within the continental United States. The only payments not eligible for the service are those for alimony, child support payments, tax payments, and other court-directed or government payments, fines, and penalties. We do not recommend using Bill Pay Online services to fund brokerage or investment services.

Refer to the transfer table to see when payment to loans are credited.

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What can I do to ensure my payments are made on time?

  • Before making a payment, verify your payee's address and account information.
  • Use the payee name and address shown on your statement or coupon book. If your payee has a separate address for non-standard payments, use that address.
  • Based on the lead time indicated for each payee, schedule your payment at least 1, 2 or 3 business days before the payment due date for electronic payments and at least 5 business days before the payment due date for check payments.
  • Review your monthly paper statements to ensure your payee's address or account number has not changed.
  • Schedule your payments so processing will occur after pending deposits have been credited.

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How quickly are bills paid?

To guarantee on time payment delivery, you will need to enter the processing date of all your payments to be at least 1, 2 or 3 business days before the actual payment due date for electronic payments and at least 5 business days before the actual payment due date for check payments.

Note: The due date is the day your payment must be received by the payee, not including your grace period.

Tip: To get a feel for Bill Pay Online, you may want to send a payment to yourself. You will see what the check looks like and that all of the pertinent information the payee needs is on the check, such as your name, address and account number. Of course, many payments are made electronically.

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When are funds withdrawn from my account for a bill payment?

For same day payments scheduled before 9:00 P.M. Eastern time, funds are withdrawn immediately. For future dated payments (single and recurring), funds are withdrawn on the payment date. If the scheduled payment date is a non-business day or holiday, funds are withdrawn the following business day.

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How can I verify a bill payment?

To receive a proof of payment, the fee is $3.00 for customers and FREE for payees. You can request a proof of payment by submitting a Bill Pay Online Claim.

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What happens if I do not have the funds available on the date I schedule my payments to be processed?

If funds are unavailable on the day of the scheduled payment, the payment will not be sent. We will reattempt to send the payment for up to three consecutive business days. If funds are unavailable for all these attempts, the payment will not be sent. Failed payments will not affect subsequent recurring payments.

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What if a bill is not paid or is late?

We guarantee that your bills will be paid on time and according to your instructions when using our Bill Pay Online service – reimbursing you for any late fees if we make an error processing your payments.2 We are committed to getting your bill payments where they need to go, and arrive when they need to.

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Can I stop a bill payment after I have initiated it?

If your payment was sent electronically or has been cashed by the payee, a stop payment request cannot be processed. We cannot guarantee a stop payment for 24 hours. Same day bill payment processing begins immediately after you initiate it. Therefore, once a same day payment request is completed, it cannot be modified or deleted by you or First Tennessee. Future dated payments can be modified or deleted until 9:00 PM Eastern time on the date scheduled to be processed. Stop payments can be placed on payments that have already been processed for a fee of $20. Because the initial bill payment request will be sent, it may take up to five business days for funds to be returned to your account. The payee may assess a returned check fee for the stop payment, for which First Tennessee will not be responsible.

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How are bill payments processed?

The majority of online bill payments will be processed electronically. However, some payees do not have the appropriate systems to receive electronic payments; therefore, they will receive a paper check. First Tennessee's bill payment provider is continually working with payees to establish an electronic relationship.

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Can payments be made automatically?

Yes. You can set up recurring payments for payees when you know in advance the amount and frequency of the payment. Choose the "Repeating Payments" tab under the section labeled Bill Pay Online.

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Can I pay a bill using my credit card account?

Yes, but when making a bill payment from a credit card it is considered a cash advance and will be charged the cash advance finance charge as stated in your credit card agreement.

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What are Payee Nicknames and how do they work?

Payee Nicknames help you differentiate between two payees with the same name but have different account numbers (example: you have two credit card bills from the same company). Payees are listed alphabetically by Payee Nickname, but the Payee Name is used when the actual payment is sent.

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Why do I need to verify adding a new Payee?

This is a feature that has been put in place for your security. This is to confirm that no one, besides you, is adding a new custom payee.

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What devices can be used for verifying these transactions?

You must select at least one mobile phone number or email address for verification purposes; however, it is recommended to have at least two verification methods.

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Is there a charge to receive text notifications from the bank?

Currently, First Tennessee does not assess a charge; however, there may be charges associated with text messaging on your phone. Check with your wireless provider for more information.

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Can all mobile phones receive text notifications?

No, sending text messages to Google Voice, Skype and other VoIP numbers is currently not supported.

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How do I add accounts to Banking Online?

If you are already enrolled in Banking Online, you can add new accounts by logging into Banking Online and clicking the "Add Accounts" tab under the section labeled Banking Online.

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How do I remove accounts from Banking Online?

If you are already enrolled in Banking Online, you can remove accounts by logging into Banking Online and clicking the "Remove Accounts" tab under the section labeled Banking Online.

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How do I view cancelled checks online?

You may retrieve check and deposit slip images in two ways:

  1. If the number under the Ref.#-Chk.# heading in the Account Activity screen is underlined or displays as a link, clicking on the number will allow you to view and print a copy of your check or deposit slip. Note: Clicking a deposit link will allow you to select for retrieval the images of the deposit ticket.
  2. To search for and view cancelled checks and deposit slips online, click "Banking Online" on the left side of the Primary Navigation Bar. Then click "Search Transactions" on the Secondary Navigation Bar. Click the link for "Search Checks/Deposits". This will take you to a page where you can search for and print check or deposit images. This service is especially useful when the transaction is more than six months old.

 

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How do I view pending images?

Click on "Banking Online" on the left side of the Primary Navigation Bar. Then click "Search Transactions" on the Secondary Navigation Bar. Click the link for "Search Checks/Deposits". Click the link for "View previously requested checks and deposits". The page that is loaded will display the images retrieved by the system at your request.

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What is the difference between Banking Online and Statements Online?

Banking Online is a method of accessing your Banking Online services including bill payment, funds transfer, real time transactions and up to date balances. Statements Online is a method of accessing your account statements online instead of through paper-generated statements received by mail.

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Do I have to be enrolled in Banking Online to receive Statements Online?

Yes. At this time, enrollment in Banking Online is required to receive Statements Online.

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Do I have to receive Image Statements to receive Statements Online or what are the specifications for Statements Online?

You must be a Banking Online customer to receive your statements online. For accounts that allow check transactions, you must be set up for Image Statements (image copies of your checks).

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Currently, I get cancelled checks in my statements. Can I receive Statements Online and my cancelled checks?

No. You must receive image copies of your cancelled checks to be set up for Statements Online. If you currently receive cancelled checks with your statement, you need to switch to Image Statements before you can enroll in Statements Online. To do this, either call Customer Service or send us an e-mail.

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Does Statements Online replace my Paper Statements, and when should I receive my first statement online?

While our systems convert your account from paper statements to Statements Online, you may continue receiving paper statements for an additional statement cycle. After this transition period, you will no longer receive paper statements.

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Can I receive statements on paper and on the Internet?

No. Once you enroll in Statements Online, you will no longer receive paper statements.

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Can I receive my Basic Business account statements online?

Yes. You can receive Statements Online for Small Business and Basic Business accounts.

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How long are Statements kept online?

After you enroll in Statements Online, your statements will accumulate on the system and will remain available for 24 months. Statements received by mail prior to your enrollment will not be available on the Statements Online site.

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Why are no accounts listed when I select Statements Online?

Usually, this means that you recently enrolled, but because your statement cycle hasn't ended since you signed up, your statement is not ready yet. Depending on when you enroll relative to your statement cycle, it could take up to one statement cycle before you get an e-mail notifying you that your statement is ready. If you do not see any accounts listed after one statement cycle, please call Customer Service or send us an e-mail, and we will assist you.

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How do I add additional accounts to the Statements Online system?

After logging into Banking Online, click Statements in the Primary Navigation bar. Next, click "Receive Statements Online for other accounts". Verify that a check is in the box to the right of the accounts whose statements you wish to receive online. Click Continue. Read and accept the Electronic Disclosure Including Statements Online. Click the back button in the verification page to be returned to the account list for Statements.

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How do I view a list of my deposits or withdrawals?

Log in to Banking Online, click on Statements Online, and select the account for which you need to see deposits or withdrawals. After the statement loads, click on "View Deposits Only" or "View Withdrawals Only".

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How do I view an image of my cancelled check?

Log in to Banking Online and click Statements Online. Click on the account number of the account you used to fund the check. Locate the check number you want to view, and click on it. You'll then see images of the front and back of that check.

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How do I update my e-mail address for my Statements Online?

Log in to Banking Online and click Customize Settings. On the page that loads, enter your new e-mail address. Note: Your statement notifications will be sent to the first e-mail address in your settings.

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I have not received an e-mail this month letting me know my statement is available. What should I do?

We send you an e-mail when your statement cycle ends and your statement is ready for you to view. If you do not receive your e-mail notification each month, please verify that we have your correct e-mail address. To do this, log in to Banking Online and click Customer Settings. Once the page loads, verify your e-mail address. Note: Your statement notifications will be sent to the first e-mail address in your settings. If the address is wrong, you can correct it on this screen. If the address is correct, please call Customer Service for assistance.

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Into what file types can I download my Statements Online?

You can download your statements into the following file types: Comma Separated Value or PDF (must have Adobe Acrobat Reader).

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What is the difference between Traditional Layout and Printer Friendly Format?

The Traditional Layout provides a detailed analysis of all account activity for the statement cycle. The Printer Friendly Format contains the same information as the Traditional Layout, but does not include as many graphics, so it requires less toner or ink when printing.

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What is the difference between Statements Online and Tax Forms Online?

Statements Online is a method of accessing your monthly account statements online instead of through paper-generated statements received by mail. Tax Forms Online is a method of accessing your yearly tax forms online instead of through paper-generated forms received by mail.

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Does Tax Forms Online replace my paper forms and when should I receive my first tax form online?

While our systems convert your account from paper forms to Tax Forms Online, you may continue receiving paper forms. After this transition period, you will no longer receive paper forms in the mail.

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What types of Tax Forms are available online?

The tax forms available online are IRS Forms 1099-INT, 1099-OID, 1099-R, 1098 and 5498.

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What tax forms are excluded from online access?

At this time you will not be able to access a 1099-INT related to the following: Jumbo CD (CD of $100,000 or more), Commercial Safekeeping accounts, and interest from the redemption of U.S. Savings Bonds (tax form provided at redemption). 1098 exclusions include: Home Equity Line of Credit and select mortgage accounts. Find out which mortgage accounts are not eligible by calling Customer Service at 800-382-5465.

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What is the deadline to opt in for a 1098 and 1099 Tax Form?

The last day to opt into receiving a Tax Form Online for 1099-INT, 1099-OID, 1099-R and 1098 is December 31st for the current tax year.

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What is the deadline to opt in for a 5498 Tax Form?

The last day to opt into receiving a 5498 Tax Form Online is April 30th.

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Why are no forms listed within Tax Forms?

Usually, this happens between the time that you enroll and the time a tax form becomes available. If you need assistance, please call Customer Service at 800-382-5465 or send us an e-mail.

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How do I save or download a Tax Form?

After selecting the tax form you would like to view, simply click the save icon in the bottom left hand corner to save or download as a PDF (must have Adobe Acrobat Reader).

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How do I print a Tax Form?

After selecting the tax form you would like to view, simply click the print icon in the bottom left hand corner.

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How long are tax forms kept online?

After you enroll in Tax Forms Online, your tax forms will remain online for 3 years from the date the tax information is made available to you electronically. Tax Forms received by mail prior to your enrollment will not be available on the Tax Forms Online site.

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I have not received an e-mail letting me know my tax form is available. What should I do?

We send you an e-mail when your tax form is ready for you to view. If you do not receive your e-mail notification, please verify that we have your correct e-mail address. To do this, log in to Banking Online and click Preferences. Once the page loads, verify your e-mail address. Note: Your tax forms notifications will be sent to the first e-mail address in your settings. If the address is wrong, you can correct it on this screen. If the address is correct, please call Customer Service for assistance.

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Into what file types can I download or save my Tax Forms Online?

You can download your tax forms into PDF (must have Adobe Acrobat Reader).

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What types of self-service requests can I do from www.firsttennessee.com or Banking Online?

The following services are available online:

  • Add Banking Online accounts
  • Add bill payment to your existing Banking Online service
  • Bill Pay Online claim
  • Change address
  • Change Overdraft Opt-In/Opt-Out Choice
  • Remove Banking Online accounts
  • Reorder checks
  • Replace FIRST Check Card or credit card
  • Request a cleared check
  • Request current PIN
  • Request loan payoff
  • Request online delivery of statements
  • Request statements
  • Stop Payments
  • Banking Online customers can now request a stop payment through First Tennessee's Banking Online. All other customers should call Customer Service and follow the prompts, or visit any First Tennessee Financial Center.
  • Transaction Dispute

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¹Zero liability applies only if someone used your password without your permission and you tell us within two (2) business days after you discover that your password has been lost or stolen. This protection is subject to the terms in the Banking Online Agreement.
²Reimbursement for late fees only when paid through Bill Pay Online and First Tennessee is responsible for errors related to payment processing.

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