• Banking Online FAQs

Digital Banking FAQs

About Digital Banking 2.0

What is Digital Banking 2.0?
Why are you changing Banking Online?
How will the upgrade help me?
If I use Banking Online today, do I need to enroll for Digital Banking 2.0?
How will I know when my online banking will be upgraded?
Will my account numbers, User ID, Password, Trust Word, Trust Image, or security questions change?
Will I need to reschedule my bill pay and transfers?
Is Digital Banking 2.0 as safe and secure?
Can I choose when to make the upgrade?
What if I like my current Banking Online? Do I have to change?
Why do I have to reaccept Terms and Conditions? How are they different?
How will the upgrade affect Mobile Banking?
Do I need to re-enroll in eStatements?
How can I get more help and information on the upgrade?

Digital Banking 2.0

What are the fees for Digital Banking 2.0?
Is Digital Banking 2.0 safe and secure?
After I sign up, when will I see my accounts online?
What is required to use Digital Banking 2.0?
Which accounts can I access through Digital Banking 2.0?
How current is the Digital Banking 2.0 balance information?
Can I use Digital Banking 2.0 from more than one computer?
What is the difference between Digital Banking 2.0 and Quicken® software?
Which Digital Banking 2.0 services can I use with an Apple® device?
Why do I need to verify adding a new Recipient or changing my contact information?
As a Digital Banking 2.0 user, am I eligible to use Mobile Banking as well?
Why do you show the Last Login underneath my name?
What if I forget my User ID?
What if I forget my Password?
What is the purpose of the Security Questions?
What is the purpose of a Trust Word?
What is the purpose of a Trust Image?
Can I use the same User ID and Password for Digital Banking 2.0, Mobile Banking and Quicken®?
Can I change my User ID, Security Questions, Trust Image, Trust Word, or Password?
What types of self-service requests can I do from www.firsttennessee.com or Digital Banking 2.0?
Where can I read First Tennessee's Terms of Service?

Dashboard

What is the Dashboard?
How often is the Dashboard updated?
What balance is displayed on the Dashboard?
What is Quick Pay?
What is the difference between Quick Pay and Money Movement?
Can I select a holiday or non-business day for Quick Pay?
What is the quickest way to transfer money from one FTB account to another FTB?
What is the difference between Transfer Now and a transfer in Money Movement?
How can I tell if an item is pending?
Are pending items included in my Available Balance?
Why does it only ask for the "To" Recipient during Transfer Now and Quick Pay?
How do I know what I can click on?
Why does Recent Transactions include all of my accounts?
How quickly will transactions on my debit card show after I complete them?
What is My Other Accounts?
How do I choose what categories show in my Spending Summary?
Can I view numerical charts rather than graphs?
What is the Current Status Bar on the Plan Tab?
What does Income Month to Date on the Current Status bar show?
What does Expenses Month to Date on the Current Status bar show?
What does Available Cash Month to Date on the Current Status bar show?
Why is there nothing displayed in my Financial Goal Progress?
Why can't I choose another category on my Spending Summary?

Messages & Alerts

What are Secure Messages?
How do I send a Secure Message?
How long will Messages and Alerts remain visible?
How do I delete a Message or Alert?
Can I view Messages I have sent?
How do I search for a Secure Message or Alert?
What type of Alerts will I receive?
How can I receive my Alerts?
How do I choose which email and/or phone number receives my Alerts?
What if I receive an Alert on something I did not do?
Is there a charge to receive text Alerts from the bank?
Can all mobile phones receive text Alerts?
How can I change may Alert preferences?
How do I change the email address my alert is sent to?
Are there Alerts that cannot be turned off?
Will I receive a message immediately if my account triggers a specific alert?
What do I need to do if I get a Security Alert?
What if I don’t want Alerts?
Can I get Alerts by phone and email?
Why doesn’t my balance alert reflect my current balance?

Accounts

What is Account Aggregation?
How do I add accounts from another institution to Digital Banking 2.0? (Account Aggregation)
How do I add another First Tennessee account?
Why aren't all my First Tennessee accounts showing online?
Can I open an account through Digital Banking 2.0?
Where can I find my full account number?
What is the difference between an Online and Offline accounts that can be added?
How do I nickname an account?
Can I nickname accounts to tell them apart from each other?
What if I do not want to see an account in Digital Banking 2.0?
Why is the Hide button not displaying under all accounts?
How do I view account details from Digital Banking 2.0?
How can a place a Stop Payment on a check in Digital Banking 2.0?
Can I order checks from Digital Banking 2.0?
How do I exclude an account from being included in planning and budgeting?
Can I see a running balance on a liability account?

Transactions

What if I can't find a particular transaction?
Can I view cleared checks online? If so, how?
How do I print a check image?
Why can't I view a pending image?
Can I download transactions to my tablet or mobile phone?
How do I view transactions for a single account? From multiple accounts?
What if I don’t see a category that matches a transaction?
How do I assign a category to a transaction?
How do I make the drop down account menu go away?
Why can't I see my running balance?
What formats can I download my transactions in?
What is the Show Uncategorized button tab for?
Why are transactions from all of my accounts showing?
How can I tell which accounts transactions are showing?
Can I add a memo line to a transaction?
Why would I split a transaction?
How do I split a transaction?
How quickly should I see international transactions in Digital Banking 2.0?

Money Movement

What is Money Movement?
What bills can I pay through Digital Banking 2.0?
How do I know what type of Recipient to add for Money Movement?
Why isn't my non-First Tennessee account I added to My Other Accounts available for a transfer?
What transactions need to be verified?
What devices can be used for verifying these transactions?
What types of accounts can I transfer funds to and from?
When are funds available after they are transferred?
How will I know if a transfer was successful?
Where can I find a confirmation/tracking number for a bill pay or external transfer?
How do I know how many lead days I need to pay a Recipient?
What can I do to ensure my payments are made on time?
How quickly are bills paid?
When are funds withdrawn from my account for a bill payment?
How can I verify a bill payment?
How do I pay multiple bills at one time?
What happens if I do not have the funds available on the date I schedule my payments to be processed?
What if a bill is not paid or is late?
Can I stop a bill payment after I have initiated it?
How are bill payments processed?
Can payments be made automatically?
Can I pay a bill or make a transfer using my credit card account?
What are Recipient (Payee) Nicknames and how do they work?
Can I make a principal only payment to an existing loan?
Quicken asks me for a "Delivery Date" for my Money Movement payments. What date should I enter?
Why do I need to verify adding a new Recipient?
How can I complete an external transfer to another account?

Planning

How do I set up a budget?
How do I account for an expense that is not monthly in budgeting?
Can I export my budget?
Can I see my budget more than a month at a time?
What happens if I reset my budget?
What happens if I delete my budget?
What is the Budget Summary?
What if I need to manually adjust my budget?
Why can't I adjust a budget for a category marked with a +?
What is Uncategorized Income?
What kind of Goals can I set?
How do I add a Retirement goal?
How do I add a Savings Goal?
Do I have to manually update my goals?
What if I need to delete or edit a goal?
Why does it ask my birth date and my expected rate of return when setting up a Retirement Goal?

Other Services

What if I see a transaction I did not authorize?
Can I change my overdraft opt in/ opt out choice?
Can I place a travel notification on my debit or credit card from Online Banking?
Can I request a credit card limit increase/decrease?
What if I forgot my PIN?
Can I request a current balance transfer from another credit card to my First Tennessee Credit Card?
How can I get a loan payoff amount?
How can I change my address on an account?
What if I need a new FTB debit or credit card?

Settings

What if I do not want a particular account to be included in the Dashboard and Snapshot?
What types of Alerts can I set up?
Can I delete an Optional Category I created?
How do I change my contact information?
Why can't I change my address under my user profile?
Why do you send a verification code to change my contact information?

Cash Rewards

What is First Tennessee Cash Rewards?
How can I view my offers and credits that I have earned?
What cards qualify for the Cash Rewards program?
How do I earn cash back?
Do any offers require activation?
How many times can I redeem a Cash Rewards offer?
When will I receive my cash back?
If I am a business account holder, how do I see my offers?
What is the cost to participate?
How will my cash back appear on my Statement?
What do I do if I think there is a discrepancy with my Cash Rewards?
What if I have other questions about Cash Rewards?
How can I opt out of First Tennessee Cash Rewards?

E-Statements

What is the difference between Digital Banking 2.0 and E-Statements?
Do I have to be enrolled in Digital Banking 2.0 to receive E-Statements?
Currently, I get cancelled checks in my statements. Can I receive E-Statements and my cancelled checks?
Does E-Statements replace my Paper Statements, and when should I receive my first statement online?
Can I receive E-Statements and paper statements?
Can I receive my Basic Business account statements online?
How long E-Statements are kept online?
I have not received an e-mail this month letting me know my statement is available. What should I do?
What formats can I download my E-Statements?
What is the difference between E-Statements and Tax Forms Online?
Does Tax Forms Online replace my paper forms?
What types of Tax Forms are available online?
What tax forms are excluded from online access?
What is the deadline to opt in for a 1098 and 1099 Tax Form?
What is the deadline to opt in for a 5498 Tax Form?
Why are no forms listed within Tax Forms?
How do I save or download a Tax Form?
How do I print a Tax Form?
How long are Tax Forms kept online?
I have not received an e-mail letting me know my tax form is available. What should I do?
Into what file types can I download or save my Tax Forms Online?
Why do I have an account listed in my Digital Banking 2.0 but I did not get a tax form for that account?
Why did I get a tax form for an account that is not listed in my Digital Banking 2.0?
How can I print and save an E-Statement?
How do I add additional accounts to E-Statements?


About Digital Banking 2.0

What is Digital Banking 2.0?

Digital Banking 2.0 is First Tennessee's enhanced digital platform offering fast, simple and convenient personalized account access with improved tools to move your money between accounts, pay bills, view your full financial portfolio, organize your household spending and new tools to achieve your financial goals. Visit firsttennessee.com/digital to find out more!

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Why are you changing Banking Online?

First Tennessee strives to provide a differentiated customer experience with every interaction across all channels of service. We believe Digital Banking 2.0 will provide an enhanced digital experience to our customers today, and allow us to offer the features they want in the future.

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How will the upgrade help me?

Whether you have used online banking in the past or not, Digital Banking 2.0 includes new features and functionality to enhance the customer experience, increase safety and security, and make it even easier and more convenient to bank with First Tennessee.

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If I use Banking Online today, do I need to enroll for Digital Banking 2.0? What if I do not use Banking Online today?

No, existing users will have their profiles, First Tennessee accounts, transactions, scheduled bill pays and transfers, and alerts upgraded on a planned schedule. Your User ID and password will not change during the upgrade. Due to new features in Digital banking 2.0 you will be asked to accept our new Terms and Conditions.

If you do not have an active profile in Banking Online today, please see our How do I enroll? FAQ.

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How will I know when my online banking will be upgraded?

Prior to the upgrade you will receive multiple updates via email about your upgrade schedule. Please make sure we have your correct primary email address by clicking on Preferences in Banking Online. When you are upgraded, a pop up window will appear with our new Terms and Conditions. Once accepted, you will see the Dashboard with the new look and feel.

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Will my account numbers, User ID, Password, Trust Word, Trust Image, or security questions change?

No, your log in credentials will all remain the same.

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Will I need to reschedule my bill pay and transfers?

No, all scheduled payments and transfers will be transferred to Digital banking 2.0.

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Is Digital Banking 2.0 as safe and secure?

Absolutely. With additional enhanced security features, Digital Banking 2.0 provides the safety and security our customers have come to expect from First Tennessee.

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Can I choose when to make the upgrade?

We have designed the upgrade schedule strategically to create the smoothest transition for all of our customers. Therefore you may know people who gain access before it is available to you. Thank you for your patience if this occurs.

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What if I like my current Banking Online? Do I have to change?

Yes, all Banking Online customers will be upgraded to Digital Banking 2.0 according to the designed schedule. We have developed several learning tools like the additional FAQ’s, downloadable User Guides, and How to Videos to assist customers along the transition.

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Why do I have to reaccept Terms and Conditions? How are they different?

Digital Banking 2.0 includes new features and services that are not included in the previous version. You will be asked to read and accept the updated version upon your first log in.

The differences are related to the new features that include:

  • Create and track financial goals.
  • Financial management tools for planning and budgeting.
  • Aggregating your accounts from other online financial institutions to view their balances and transactions in Digital Banking 2.0

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How will the upgrade affect Mobile Banking?

Mobile Banking will not be affected by Digital Banking 2.0. Eventually an upgrade will be implemented to Mobile as well to provide a seamless digital customer experience. To experience Digital Banking 2.0 from your mobile device you can access it from the mobile browser at ftb.com or click View Full Site from the mobile log in page.

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Do I need to re-enroll in eStatements?

No. Please see our FAQ How do I add additional accounts to eStatements? to enroll accounts not already receiving eStatement.

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How can I get more help and information on the upgrade?

You can view the additional FAQ’s, view our downloadable User Guides, view our How to Videos, send us a Secure Message in Digital Banking 2.0, or call our Digital Banking Hotline at (866)264-5322.

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Digital Banking 2.0

What are the fees for Digital Banking 2.0?

Digital Banking 2.0 is free to sign up and use. Go to firsttennessee.com and click on Enroll Now.

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Is Digital Banking 2.0 safe and secure?

Absolutely. Each time you log in to Digital Banking 2.0, a secure connection is opened to the bank. This connection is protected using a security protocol that prevents eavesdropping, tampering, and message forgery over the Internet. Additional protection is provided using firewall technology. Firewalls monitor all data traffic to and from First Tennessee Bank, ensuring that only known users are able to gain access.

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

Once enrollment is complete and approved, accounts will be displayed in Digital Banking within 15 minutes. You will receive an email to confirm your accounts are now viewable.

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What is required to use Digital Banking 2.0?

  • A First Tennessee Checking, Savings, Credit Card, Home Equity Line of Credit , Installment Loan, Mortgage, CD, Add on CD, IRA, or Brokerage account
  • Internet access with one of the latest version(s) of a 128-bit encrypted browser such as Chrome, Firefox, Safari, Internet Explorer, etc.

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Which accounts can I access through Digital Banking 2.0?

You can view balances and transactions for your First Tennessee Checking, Savings, Add On CD's, Credit Card and Home Equity Lines of Credit. You can view balances for CDs, Individual Retirement Accounts (IRAs), Installment Loans, Mortgages, and Brokerage accounts. You can also view transactions and balances on accounts that you add into My Other Accounts from another online financial institution. See Account Aggregation FAQ's for more details.

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How current is the Digital Banking 2.0 balance information?

The current balance displayed is the closing information from the previous business day. The available balance displayed includes wires, ACH, ATM transactions, Debit Card transactions, internal funds transfers, and online bill payments created on the current day. Total Available balance also includes First Banking Reserve (if applicable). Available Balances are immediately reduced by the authorized purchase amount.

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Can I use Digital Banking 2.0 from more than one computer?

Yes. Since Digital Banking 2.0 is accessed through the Internet, you can use it from any computer or mobile device with Internet access and one of the latest version(s) of a 128-bit encrypted web browser.

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What is the difference between Digital Banking 2.0 and Quicken® software?

With Digital Banking 2.0, your banking is done through your Web browser. With Quicken®, it is done through software installed on your computer. Note: Quicken software must be purchased by the customer.

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Which Digital Banking 2.0 services can I use with an Apple® device?

Apple devices can access accounts online with Digital Banking 2.0 and Quicken software for Mac computers.

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Why do I need to verify adding a new Recipient or changing my contact information?

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 Recipient in Money Movement or making changes to your contact information.

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As a Digital Banking 2.0 user, am I eligible to use Mobile Banking as well?

Yes, when you enroll for Digital Banking 2.0, you are automatically enrolled for Mobile Banking. Downloadable apps are available for iPhone®, iPad ® , and smartphones or tablets for Android™, and Kindle Fire. Visit the appropriate app store to download the First Tennessee Mobile Banking app, then you may use your Digital Banking 2.0 User ID and password to log in to Mobile Banking.

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Why do you show the Last Login underneath my name?

This is an additional security measure to display the last date and time your Digital Banking 2.0 was accessed. If you believe your Digital Banking 2.0 has been compromised please call First Link immediately at (800) FTB-LINK (800-382-5465).

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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 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 Digital Banking 2.0. 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 Digital Banking 2.0, Mobile Banking and Quicken®?

Yes. Your User ID and Password is the same for all online services supported by First Tennessee Bank.

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Can I change my User ID, Security Questions, Trust Image, Trust Word, or Password?

Yes, you can. To change any of those, click the Settings Icon after you have logged in. Next, click on the Security tab to update your Security Questions, Trust Image or Trust Word. If you need to change your password or User ID, click the Change Password button or the Change User ID button. Click Save when you are done with your changes.

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What types of self-service requests can I do from www.firsttennessee.com or Digital Banking 2.0?

The following forms are available for self service requests; Change of address, Change overdraft opt in/ opt out choice, Opt in/Opt out of Cash Rewards, Reorder checks, Replace a FTB debit or credit card, Request a cleared check, Request a copy of statement, Request PIN, Request loan payoff quote, Stop Payments, Transaction dispute/Bill Pay Claim.

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Where can I read First Tennessee's Terms of Service?

The link to our Terms of Service can be located at the bottom of any page in your Digital Banking 2.0 under the Legal header.

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Dashboard

What is the Dashboard?

The Dashboard is the first page when you log into Online Banking. It allows you to view account balances, view your most recent transactions on all accounts, and quickly transfer money or pay a bill, all without leaving the first page.

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How often is the Dashboard updated?

The information on the Dashboard is updated upon Log In. If you leave the Dashboard page, it will update upon your return to it.

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What balance is displayed on the Dashboard?

For Assets like checking, savings, or CD’s, your Available Balance is displayed. For Liabilities, (credit card, HELOC, and loans) your Balance Due is displayed.

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What is Quick Pay?

Quick Pay is a fast, convenient way to schedule money movement to a Recipient from the dashboard.

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What is the difference between Quick Pay and Money Movement?

Both Quick Pay and Money Movement are quick and easy methods of sending money to a Recipient. Quick Pay is best for a one time scheduled payment in fewer clicks. Money Movement allows for more options like setting up a recurring payment and the ability to include a memo note on the payment.

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Can I select a holiday or non-business day for Quick Pay?

No, Quick Pay, One Time Payments, and Recurring payments can only be scheduled for a regular business day.

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What is the quickest way to transfer money from one FTB account?

The Transfer Now feature is the quickest way to move money between your First Tennessee accounts.

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What is the difference between Transfer Now and a transfer in Money Movement?

Both Transfer Now and Money Movement are quick and easy methods of transferring money between accounts. Transfer Now is better for a one time transfer in fewer clicks. Money Movement allows for more options like setting up a recurring transfer and the ability to include a memo note.

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How can I tell if an item is pending?

Underneath the transaction amount you will see the word "Pending".

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Are pending items included in my Available Balance?

Yes, pending items are deducted from your Available Balance.

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Why does it only ask for the "To" Recipient during Transfer Now and Quick Pay?

Once you choose an account the Amount and From account fields are displayed.

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How do I know what I can click on?

When you move your mouse cursor over a clickable item, your cursor will change to a hand icon with a pointed finger.

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Why does Recent Transactions include all of my accounts?

Recent Transactions show all transactions from all accounts to provide the quickest possible snapshot of your total account activity. Underneath the transaction description you will see the nickname of the account involved. You can view a single account’s transactions from the Transactions Icon page.

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How quickly will transactions on my debit card show after I complete them?

Transactions will display in Digital Banking 2.0 almost instantly after they are completed even if they are still pending.

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What is My Other Accounts?

My Other Accounts section will display any non-First Tennessee account that you add into Digital Banking 2.0. This can be done by going to the Accounts Tab and clicking on the Add Other Account button listed in the My Other Accounts section. To learn how, please see the "How do I add accounts from another institution to Digital Banking 2.0? (Account Aggregation)" FAQ.

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How do I choose what categories show in my Spending Summary?

At the top of the Spending Summary you will see all categories listed. Click on the six categories you want displayed in the graph and chart. To view additional categories click on the arrow on the left underneath the categories and they will scroll down.

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Can I view numerical charts rather than graphs?

Yes. In the upper right corner of Cash Flow Trends and Spending Summary you will find a graph icon and a chart icon. Click on the chart icon and the graph will change to a numerical chart.

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What is the Current Status Bar on the Plan Tab?

It is a snapshot of your monthly budget progress. It displays your month to date income as well as your expenses. The Available Cash is the difference between your income and expenses. It is not a reflection of your total assets. That can be viewed by clicking the Plan Tab on the Dashboard.

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What does Income Month to Date on the Current Status bar show?

Income Month to Date displays the amount of income you have received in all accounts that month.

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What does Expenses Month to Date on the Current Status bar show?

Expenses Month to Date displays the amount of expenses you have incurred that month in all accounts.

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What does Available Cash Month to Date on the Current Status bar show?

Available Cash Month to Date is the difference between your Income and Expenses up to that point in the month.

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Why is there nothing displayed in my Financial Goal Progress?

Financial Goal Progress displays your progress in your Savings or Retirement Goals. If you do not see a goal when you click on the Plan button on the Dashboard then you have not yet set up a goal. Go to the Planning Icon and click on the Goals tab, then click on Add Goal to set up a goal.

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Why can't I choose another category on my Spending Summary?

You can only choose up to six categories at a time. If six have already been chosen, deselect one or more by clicking on them in order to select different categories.

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Messages and Alerts

What are Secure Messages?

Secure Messages are correspondence between you and First Tennessee within Digital Banking 2.0 under the Messages Icon. If you encounter a problem, have a question, or have feedback to provide you can send a message and a Customer Service Representative will respond via a Secure Message.

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How do I send a Secure Message?

Go to the Messages Icon and click on the Secure Messages Tab. In the upper right hand corner click on the Write a Secure Message button. You can choose a topic and Issue, add a subject line, and type your message to us.

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How long will Messages and Alerts remain visible?

Alerts and Secure Messages are retained until you delete them.

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How do I delete a Message or Alert?

From the Messages Icon you can select a single Alert, Alert, or Secure Message by clicking on the box next to it and then click Delete Selected. You can also delete all Messages or Alerts by clicking on Select All, followed by clicking on Delete Selected. Once they are deleted they cannot be retrieved.

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Can I view Messages I have sent?

Yes, if you select the Secure Messages tab after clicking on the Messages Icon you can sort your Secure Messages by Sent, Received or all by clicking on All Secure Messages.

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How do I search for a Secure Message or Alert?

Under the Secure Messages tab you can type in your search criteria in the Search Messages field followed by pressing Enter or clicking on the magnifying glass icon. You can also select a date range by clicking on the calendar icon next to the Search Bar.

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What type of Alerts will I receive?

There are 3 types of Alerts; Mandatory, Recommended, and Optional. You are automatically enrolled for the Mandatory and Recommended Alerts. Mandatory Alerts are for security purposes and cannot be removed. Some examples of Mandatory Alerts are; Password Reset or Change, and Log In Attempt Failed. Recommended Alerts are additional Alerts that we recommend, but you are able to un-enroll. Examples are; Payment Scheduled, Internal Transfer Created/deleted, Overdraft, and Payment Past Due. Optional Alerts are additional Alerts that you are not auto-enrolled in, but can add to your list of Alerts. To learn how, please see the "How can I change my Alert Preferences" FAQ.

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How can I receive my Alerts?

A primary email address is required for all Mandatory and Recommended Alerts. Optional Alerts can be sent in any method you prefer. You can choose to have Alerts also sent via text to your phone by clicking on the Settings Icon and then click on Change Contact Info. Note: Verification is required when making changes to Contact Info.

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How do I choose which email and/or phone number receives my Alerts?

Click on Settings Icon, and then click on Manage Alerts. Next, click on the Alert you would like to change your method of delivery for and then click on the Edit Button. These are all contact points you have included in your Digital Banking 2.0 profile. Click on the method of delivery you prefer and click Save. Note: Mandatory Alerts are sent to your Primary email and cannot be deselected, but you can choose to have them sent to an additional email, via Secure Messages Inbox or via text. For information on how to change your contact information, refer to How do I change my Contact Info?

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What if I receive an Alert on something I did not do?

If you believe there is unauthorized or fraudulent activity on any of your accounts please contact First Link immediately at (800)FTB-LINK (800-382-5465)

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

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 Alerts?

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

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How can I change my Alert preferences?

Click on the Settings Icon and then click on the Manage Alerts Tab. From here, you can add an Optional Alert or un-enroll from a Recommended Alert. To add an Optional Alert, click on Add Alert, choose the applicable alert, complete the required fields and click Save. To change your Recommended Alerts, click on Configure Security Alerts and uncheck the Alerts you wish to un-enroll from.

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

Click on the Settings Icon and you will see your User Profile information. Click on Change Contact Info. A verification code is sent to your designated phone number or email. Enter the code and click on Continue in the upper right hand corner. Be careful that you do not click on the Resend Code button unless you need another code sent. Once you enter the code and click Continue you will be able to change your phone number or email address and designate which method to use for verification.

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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 Mandatory Alerts cannot be turned off.

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

When an action triggers a Mandatory 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 First Link immediately at 800-FTB-LINK (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 them. You can, however, opt-out of Recommended Alerts via Digital Banking 2.0. Optional Alerts will not be sent to you unless you opt-in via Digital Banking 2.0 to receive them.

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Can I get Alerts by phone and email?

Yes, you can receive Alerts by phone, email, or both.

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Why doesn’t my balance alert reflect my current balance?

The Balance Threshold Alert and the Periodic Balance Alert display your balance as of approximately 9pm CT of the last business day. Your available balance may reflect transactions since that time.

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Accounts and Account Aggregation

What is Account Aggregation?

Account Aggregation is a feature of Digital Banking 2.0 that involves compiling information from different accounts, which may include bank accounts, credit card accounts, and investment accounts, into a single place.

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How do I add accounts from another institution to Digital Banking 2.0? (Account Aggregation)

When you click the Accounts Icon you will find My Other Accounts section at the bottom of the screen. Click on Add Other Accounts and enter the required information.

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How do I add another First Tennessee account?

Click on the Settings Icon and then click on the Accounts Tab. If there are any eligible accounts to be added you will see them under Account Visibility. Click on the Show button next to the account to add it to your Online Banking. If the account is not listed send us a Secure Message requesting the account be added or call (800)-382-5465.

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Why aren't all my First Tennessee accounts showing online?

You may need to add the missing accounts. Click on the Settings Icon and then click on the Accounts Tab. Accounts available to be added will be listed under Account Visibility. Click on the Show button to make the account visible. If the account is not listed send us a Secure Message requesting the account be added or call (800)-382-5465.

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Can I open an account through Digital Banking 2.0?

Absolutely. At the bottom of the Accounts Icon page simply click on Open an Account.

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Where can I find my full account number?

You can find your full account number by clicking on the Accounts Icon and then click on the account you wish to view. From there, click on +More and it will expand to display your full account number as well as more details on the account. For credit card and Heloc accounts, you can find your account number on your statements.

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What is the difference between an Online and Offline accounts that can be added?

Online accounts are accounts where you have a username and password to log in to an online web service like firsttennessee.com. The balances and transactions are automatically downloaded from the other financial institution upon your log in to Digital Banking 2.0. Offline accounts are accounts that do not have an online profile. These accounts must be manually updated.

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How do I nickname an account?

From the Accounts Icon, click on the account you wish to add a nickname to. The menu will expand to display account details. Click the Edit button on the right side of the menu. Type in the nickname and click Save.

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

Yes, you can add a nickname to an account. Click on the account you wish to name and click Edit, then click Save.

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What if I do not want to see an account in Digital Banking 2.0?

You can remove an account from your Digital Banking 2.0 profile by navigating to the Account Icon and clicking on the account you wish to remove. The menu will expand to display account details, as well as a row of buttons along the bottom. Click on Hide Account. The account will be removed from Digital Banking 2.0, including all financial calculations.

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Why is the Hide button not displaying under all accounts?

The Hide Account button will not be displayed and you will be unable to remove an account if; an account is registered with any service as a funding account in a recurring (pending) transfer/payment (either a "To" or "From" account); if associated with a goal; or if an alert has been assigned to that account.

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How do I view account details from Digital Banking 2.0?

You can view account details by navigating to the Account Icon and clicking on the account you wish to view. The menu will expand to display account details. You can view additional details by clicking on +MORE.

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How can a place a Stop Payment on a check in Digital Banking 2.0?

You can place a Stop Payment on a check by navigating to the Account Icon and clicking on the appropriate account to expand the menu. Click on Stop Payment and you will be asked to choose the type of Stop Payment. Single, Range, or Get My Stop Payment History are the available options. Fields marked with an asterisk are required.

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Can I order checks from Digital Banking 2.0?

You can order checks by navigating to the Account Icon and clicking on the appropriate account to expand the menu. Click on the Order Checks button and you will be redirected to our check provider’s website. The link is also available on the Self Service Forms Tab under the Other Services Icon. For security purposes, first time check orders and reorders with an address change must be completed by calling 800-275-1053.

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How do I exclude an account from being included in planning and budgeting?

Click on the Accounts Icon followed by clicking on the account you wish to remove. The menu will expand to display account details, as well as a row of buttons along the bottom. Click on Exclude from Planning. The account will be removed from your Budget, Goals, Net Worth, and Current Month Status calculations.

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Can I see a running balance on a liability account?

No, running balances can only be viewed on Asset accounts.

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Transactions

What if I can't find a particular transaction?

Click on the Transactions Icon and search by typing in a category or keyword in the Search Bar then press Enter or click on the magnifying glass icon. You can choose All Accounts, and individual account, or more than one by clicking on the All Accounts drop down menu.

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Can I view cleared checks online? If so, how?

Yes, you can. Log in to Digital Banking 2.0, click on the Transactions Icon and find the transaction you would like to view and click on it. This will expand the field to display more options. You will see a +View Image button, click on it to display the copy of the check. Click the Arrow button to view additional images such as the back of the check.

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How do I print a check image?

  • With Internet Explorer: Find the transaction with the image you want to print and open it by clicking on it. To view the image, click the "+ View Image" button. The image will be displayed. Right click anywhere on the image and select the "Copy" option. Open a new tab in your browser. Place your cursor in the web address field and right click. Select the "Paste" option. This will insert the image link into the web address field. Press Enter. Your image will load on this new tab. Select the Tools button (Tools Icon) in the upper right hand corner of the browser. Select "Print" to open up the printing menu, and then select the "Print" option. You can also press Ctrl + P on your keyboard to open the Print function. Choose your print settings and press the "Print" button.
  • With Chrome: Find the transaction with the image you want to print and open it by clicking on it. To view the image, click the "+ View Image" button. The image will be displayed. Right click anywhere on the image and select the "Open image in new tab" option. This will display the image you want to print in the new tab. Select the menu button (Menu Icon) in the top right hand corner of the screen. Press the "Print" option. You can also press Ctrl + P on your keyboard to open up the Print function. Choose your print settings and press the "Print" button.
  • With Mac, Firefox, or Safari: Find the transaction with the image you want to print and open it by clicking on it. To view the image, click the "+ View Image" button. The image will be displayed. Right click on the image and choose "Save As" to save the image. Open the saved image and print.

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Why can't I view a pending image?

Pending Images are electronic transactions that typically do not have an image associated them.

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Can I download transactions to my tablet or mobile phone?

No, you can view transactions on a tablet or mobile device. Only a PC, MAC, or laptops are able to download transactions to save or print.

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How do I view transactions for a single account? From multiple accounts?

Click on the Transactions Icon and you will notice that all transactions from all of your accounts are being displayed. This is designed to require fewer clicks in order to see your most recent activity regardless of account. Click on the All Accounts drop down menu to see a list of your accounts that have transactions. From here you can click on one or more account(s) to only display the transactions associated with the account(s) you wish. You will see the color around the account becomes lighter once selected. Click away from the menu to signify you are done selecting and hide it to view your selected transactions.

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What if I don’t see a category that matches a transaction?

Click on the Transactions Icon and click on the posted transaction you wish to re-categorize and then click on the category line to expand the view. If none of the displayed categories are appropriate click on Add Category. You will be able choose between Expense and Income, name the new category, and make it a sub-category of an existing category if appropriate.

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How do I assign a category to a transaction?

Click on Transactions Icon and click on the posted transaction you wish to re-categorize and then click on the category line to expand the view. A list of existing categories will be displayed. Ones that have a + next to them have sub-categories that can be displayed by clicking on the +. Click on the desired category to assign to the transaction. If there are similar transactions that have cleared, Digital Banking 2.0 will recognize them and ask if you would like view them to categorize them as well.

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How do I make the drop down account menu go away?

After selecting which accounts you wish to view the transaction on, simply click away from the menu to signify you are done selecting and hide the menu.

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Why can't I see my running balance?

Click on the Transactions Icon and click on the Account drop down menu to display all accounts. Choose the single account you wish to view the running balance of and then click away from the menu to signify you are done selecting and hide the menu. The Show Running Balance button should now be displayed in the upper right hand corner, click on it to view your running balance. Pending items are included in your running balance.

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What formats can I download my transactions in?

You have the ability to download transactions in the following formats: PDF, OFX, CSV, and QBO QuickBooks online.

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What is the Show Uncategorized button tab for?

The Show Uncategorized button displays your transactions that are currently either Uncategorized Income or Uncategorized Expense. Then you can quickly and easily add detail to your budgeting by assigning appropriate categories to your uncategorized transactions. Digital Banking 2.0 will learn over time to automatically assign a category based on your preferences.

This is designed to provide fewer clicks in order to see your most recent activity regardless of account.

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Why are transactions from all of my accounts showing?

This is designed to provide fewer clicks in order to see your most recent activity regardless of account.

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How can I tell which accounts transactions are showing?

Accounts that have been selected in the account drop down menu on the Transactions Icon page are highlighted in a lighter shade of blue. In addition, the menu will tell you how many total accounts are selected.

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Can I add a memo line to a transaction?

Absolutely. Click on the transaction you wish to add the memo to. The view will expand to display the Memo field. Click on the Memo field and type in the memo. Click anywhere on the screen and the memo will automatically be saved.

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Why would I split a transaction?

Splitting a transaction allows you to add greater accuracy and detail within your budgeting by assigning a dollar amount to different categories within the same transaction. For example, on a $50 transaction at the grocery store you can split it so that $30 is assigned to the Food sub-category Groceries, $10 to the Healthcare subcategory Prescriptions, and $10 to Personal Care.

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How do I split a transaction?

Splitting a transaction allows you to add greater accuracy and detail within your budgeting by assigning a dollar amount to different categories within the same transaction. For example, on a $50 transaction at the grocery store you can split it so that $30 is assigned to the Food sub-category Groceries, $10 to the Healthcare subcategory Prescriptions, and $10 to Personal Care.

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How quickly should I see international transactions in Digital Banking 2.0?

PIN transactions should post close to real time the way a local transaction would due to the electronic nature of the approval. Signature transactions are dependent on the merchant processing the transaction, but should also post on a similar timeline to a local signature transaction.

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Money Movement (Paying Bills and Transferring Money)

What is Money Movement?

Money Movement is exactly like it sounds. It is how you move your money within Digital Banking 2.0. We have combined Bill Pay and Transfers into one, easy to use page.

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What bills can I pay through Digital Banking 2.0?

You can pay practically anyone using Digital Banking 2.0 – 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 services to fund brokerage or investment accounts.

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How do I know what type of Recipient to add for Money Movement?

There are 3 types of Recipients in Money Movement: External Account for Transfers, Company for a Bill Pay, or Person for Bill Pay. External Account for a Transfer is for a checking or savings account at another financial institution. You will need the Name on the account, the financial institution's name, the account number and routing number. Company for a Bill Pay are intended for paying bills to companies like your utilities, insurance, or internet provider. You can search through our database of companies but you will still need to know your account number and zip code of the company. Person for Bill Pay are individuals you wish to send a payment to. You will need to know their name, address, and phone number.

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Why isn't my non-First Tennessee account I added to My Other Accounts available for a transfer?

When you add a non-First Tennessee account to My Other Accounts it is for informational purposes only. In order to transfer money to your Other Account, you must first add it as an Account Recipient under the Money Movement Icon.

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What transactions need to be verified?

Adding a custom Recipient (payee) for online bill payments or changing your contact information requires verification.

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

Account TypeTransfer FromTransfer To
CheckingYesYes
SavingsYesYes
Add-On CDNoYes
Credit CardsYesYes
Home Equity Lines of CreditYesYes
Home Equity LoansNoYes
Personal Lines of CreditYesYes
Installment LoansNoYes

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

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When are funds available after they are transferred?

Account type into which funds are transferredFunds transferred Monday through Friday 7:00 AM – 9:00 PM Eastern timeFunds transferred Monday through Friday 9:00 PM – 7:00 AM Eastern time, or anytime during the weekend

Checking

Savings

Add-On CD

ImmediateImmediate 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 Day2 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 notice on the Money Movement Icon page 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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Where can I find a confirmation/tracking number for a bill pay or external transfer?

A confirmation number for a bill pay or internal transfer can be found by clicking on the processed transaction from the Money Movement tab underneath the schedule. The field will expand to display the confirmation number. A tracking number for an external transfer can also be found by clicking on the processed transaction from the Money Movement tab underneath the schedule. The field will expand to display the Tracking number.

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How do I know how many lead days I need to pay a Recipient?

Click on the Money Movement Icon and then click on Manage Recipients. Click on the Recipient and then click on +More. The Lead days, Earliest Payment Date, and Payment Method will all be displayed.

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

  • Before making a payment, verify your recipient's address and account information.
  • Use the recipient's name and address shown on your statement or coupon book. If your recipient has a separate address for non-standard payments, use that address.
  • Based on the lead time indicated for each recipient, 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 recipient'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.

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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 an Online Bill Pay Claim under the Other Services Icon and Self Service Forms Tab. Click on Transaction dispute and choose Online Bill Pay Claim.

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How do I pay multiple bills at one time?

Click on the Money Movement Icon. Click on the Pay Multiple Bills Tab. Select your default funding account from the drop down menu. You will be able to select a different account for each payment if needed. Click on the recipient you wish to pay, and it will expand to display details. Click on the From menu to select a different funding account, or leave it as the default account (if one was selected). Click on the Calendar Icon to select a date. Click on the Amount field and type in the amount you wish to pay to that recipient. Type in a memo in the Payment Memo field. (If the payment is sent by check the Payment Memo will be included) Click Save. Click on the next recipient(s) you wish to pay and follow the same steps as you did with the previous recipient. Each payment will be displayed with the date and amount of payment. When complete click on Pay Selected. A confirmation of the total amount of payments will be displayed, if correct click on Pay All. You will be notified if successful.

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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, 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. A Mandatory Alert will be sent to you.

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What if a bill is not paid or is late?

When you follow all applicable guidelines, we guarantee your payments will be received on time. If you followed the guidelines and your payment was not received or was late, submit an Online Bill Pay Claim. Click on the Other Services Icon and then the Self Service Forms Tab. Click on Transaction dispute and choose Online Bill Pay Claim. Any late fees up to $50 per occurrence will be refunded. If a payment posts late due to a payee's delay in processing, First Tennessee cannot be held responsible for the late fees.

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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. If a payment was made in error, please submit a Bill Pay Claim by completing a Transaction Dispute form found in the Self Service Forms tab under the Other Services Icon.

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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 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. Under the Money Movement Tab, click on Schedule in the upper right hand corner above the timeline and select Recurring. When you select a Recipient from your list, the Amount and From fields are displayed. Once those are complete the Start Date, Frequency, End, and Note options become available. Click Submit when you have completed all the fields. You will then be able to see your scheduled payment on the timeline.

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Can I pay a bill or make a transfer using my credit card account?

Yes, but when making a bill payment or transfer 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. There are no grace periods for cash advances on a First Tennessee Credit Card.

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What are Recipient (Payee) Nicknames and how do they work?

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

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Can I make a principal only payment to an existing loan?

Unfortunately, principal payments cannot be made in Digital Banking 2.0.

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Quicken asks me for a "Delivery Date" for my Money Movement payments. What date should I enter?

The date that Quicken calls the "Delivery Date" is actually the date we begin processing the payment, not the date it is due to arrive at the Recipient. When scheduling Bill Pay Online payments in Quicken, you should set the "Delivery Date" to five business days earlier than you actually want the payment to arrive. For details on bill payments, lead times, and other Digital Banking 2.0 guidelines, you can review our Terms of Service.

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Why do I need to verify adding a new Recipient?

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 Recipient to your Digital Banking 2.0.

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How can I complete an external transfer to another account?

First you will need to add your external account as an Account Recipient. Once the external account is confirmed you simply go to your Money Movement tab and schedule the transfer the same way you would a bill pay.

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Planning (Setting Goals and Creating Budgets)

How do I set up a budget?

Digital Banking 2.0 will automatically look through your past 3 months of transactions to create a budget based on the categorization already built in to the system. The more detail you add to Uncategorized Transactions, the more accurate your budget becomes. To manually assign a budget to a particular category start by clicking on the Planning Icon. Then click on the Budget field along the right hand side of the screen and type in the amount you wish to budget for that category. For sub-categories you must first expand the main category by clicking on +.

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How do I account for an expense that is not monthly in budgeting?

Digital Banking 2.0 works on a monthly basis when it comes to budgeting and will count every expense as monthly in the Budgeting tools like Budget Summary and Cash Summary. Irregular expenses (expenses that are not monthly) can be tracked by creating a custom category "Irregular Expenses'. You can then create sub-categories for all of your irregular expenses. On months when the irregular expenses occur, you can track the total from the Irregular Expenses category and subtract it from your total Expenses to find your income/expense difference for that month.

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Can I export my budget?

Yes, your budget is available for download in both PDF and CSV formats. First, log in to Digital Banking 2.0. When you click on the Planning Icon you will automatically be taken to the Budget Tab. To the right of the Monthly drop down click on the button with an arrow pointing down into a bracket. The field will expand to allow you to choose the format you wish followed by clicking on Download.

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Can I see my budget more than a month at a time?

Yes. Log in to Digital Banking 2.0. Choose the Planning Icon page and you will find a Monthly drop down menu underneath the Budget Summary. Select the starting month you wish to start from and an additional Monthly drop down will display. Choose the month you wish to end on and your budget will automatically adjust to display your budget for the time period you selected.

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What happens if I reset my budget?

Your current month's budget will be reset using your past 3 months spending activity. Your previous spending budget amounts will be removed from your financial analysis and cannot be retrieved.

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What happens if I delete my budget?

Your budget will be removed from your financial analysis and cannot be retrieved.

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What is the Budget Summary?

The Budget Summary is a visual representation of your monthly expenses within your budget. The dollar amount on the progress bar in blue is how much you have spent that month. The Budget amount to the right is your expected expense total for the month. The Difference between your expected and actual budget is also displayed. If the number is displayed as a negative amount, you have exceeded your expected expense amount.

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What if I need to manually adjust my budget?

When you click on the Planning Icon you will see your lists of budget categories for Income and Expenses. You can manually adjust the amount budgeted by clicking anywhere on the category you wish to adjust. This will highlight the Budgeted amount for that category and you can type in the amount you wish to allocate. Press Enter or click anywhere on the screen and your Budget will update with the new amount.

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Why can't I adjust a budget for a category marked with a +?

If a Category is marked with a +, that means it has sub-categories. Click on the + to expand the list. From here you can click on any sub-category to manually adjust the amounts. The budgeted amount for the Main Category is the sum of all the sub-category amounts.

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What is Uncategorized Income?

Uncategorized Income is any income not recognized automatically by Digital Banking 2.0.

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What kind of Goals can I set?

In Digital Banking 2.0 you are able to set Retirement and Savings Goals.

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How do I add a Retirement goal?

Click on the Planning Icon and then click on the Goals Tab underneath the icons in the gray bar. Now, click on the Add Goal button to the right and choose Retirement. From here you enter the details of your Retirement Goal. You can select which balances in your accounts that will count towards your goal as well.

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How do I add a Savings Goal?

Click on the Planning Icon and then click on the Goals Tab underneath the icons in the gray bar. Click on the Add Goal button to the right, then click on Savings. Enter the details of your Savings Goal. Select which balances in your accounts that will count towards your goal as well.

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Do I have to manually update my goals?

No, Digital Banking 2.0 will automatically update your goals that have 100% of the balances within your Digital Banking 2.0.

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What if I need to delete or edit a goal?

  • Click on the Planning Icon and click on the goal you wish to edit/delete. It will expand to display the Delete and Edit buttons.
  • Click on Edit to make your changes and click save, or click on Delete to permanently remove the goal from Digital Banking 2.0.

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Why does it ask my birth date and my expected rate of return when setting up a Retirement Goal?

To calculate the timeframe you have to reach your goals once you enter a retirement age. It asks for your rate of return to calculate the interest expected that will count towards your goal.

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Other Services

What if I see a transaction I did not authorize?

If you need to resolve a billing error with a business please contact them initially. Many times the merchant can resolve the issue more quickly than we can. If you need to dispute the transaction, click on the Self Service Forms Tab located under the Planning Icon page. Click on Transaction Dispute, choose the type of dispute, complete the E-Form and click Continue to submit. If you suspect fraudulent use of your card call First Link immediately at (800)-FTB-LINK (800-382-5465)

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Can I change my overdraft opt in/ opt out choice?

Yes, click on the Other Services Icon, and then click on Self Service Forms. The first form is the Overdraft Authorization form, click on it and complete the E-Form. Click Continue to submit the form. Changes will be effective within 5 business days.

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Can I place a travel notification on my debit or credit card from Online Banking?

Yes, click on the Other Services Icon, then click on Self Service Forms. Click on Travel Notification, complete the E-Form and click on Continue to submit.

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Can I request a credit card limit increase/decrease?

Yes, click on the Other Services Icon, then click on Self Service Forms. You will see options to increase or decrease your credit limit on your credit card. Choose the appropriate options, complete the E-Form and click Continue.

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What if I forgot my PIN?

Click on the Other Services Icon, and then click on Self Service Forms. Click on Request Current Pin, fill out the E-Form and click on Continue to submit. If you wish to change your PIN you can visit the nearest Financial Center.

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Can I request a current balance transfer from another credit card to my First Tennessee Credit Card?

Yes, click on the Other Services Icon. Click on the Self Service Forms Tab and then click on the Request a Current Balance Transfer form. Complete the form and click Continue. You will need the account information for the balances you wish to transfer.

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How can I get a loan payoff amount?

Click on the Other Services Icon, and then click on Self Service Forms. The Loan Payoff Quote link is in the middle of the page. Please read the important information prior to submitting the request. Click on the link, complete the form and click Submit.

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How can I change my address on an account?

Click on the Other Services Icon, and then click on Self Service Forms. Near the bottom of the page you will find the Change of Address Notification link. Click on it, complete the E-Form and click Continue to submit the form. Changes will be effective within 1 business day.

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What if I need a new FTB debit or credit card?

Click on the Other Services Icon, and then click on Self Service Forms. Near the bottom of the page you will find the Replace First Check Card or Credit Card link. Click on it, complete the E-Form and click Continue to submit the form. If you need your debit card immediately please visit your nearest Financial Center. Credit cards cannot be printed at the branch. To report a lost or stolen card call 800-234-2840.

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Settings

What if I do not want a particular account to be included in the Dashboard and Snapshot?

Click on the Settings Icon and then click on the Account Visibility Tab. A list of your accounts that are visible in the Dashboard and Snapshot are displayed. Click on the Remove from Dashboard button next to the account you wish to hide from the Dashboard and Snapshot.

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What types of Alerts can I set up?

You can set up the following Optional Alerts: Account Credit Alert, Balance Threshold Alert, Budget Category Alert, Check Cleared Alert, Merchant Activity Reminder, Payment Due Alert, Periodic Balance Alert, Personal Reminder, Total Budget Reminder, and Transaction Activity Reminder.

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Can I delete an Optional Category I created?

Yes, click on the Settings Icon and then click on the Categories Tab. You will see a list of your Optional Categories. Click on the Category you wish to delete and the Delete button will appear. Click the button to permanently remove the Optional Category.

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How do I change my contact information?

Click on the Settings Icon and you are taken to your User Profile information page. Select Change Contact Info and you will be sent a verification code via your existing preferences. Once you receive the code, type it in and select Continue. Be sure not to select Resend Code or we will send you a new code and the initial code will no longer be valid. From there you can add, remove, or edit your phone number and email address as well as select which phone and/or email you would like to receive your Alerts.

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Why can't I change my address under my user profile?

This is a feature that has been put in place for your security. To change your address on one or more accounts click on the Other Services Icon, then click on Self Service Forms. Near the bottom of the page you will find the Change of Address Notification link. Click on it, complete the E-Form and click Continue to submit the form. Changes will be effective within 1 business day.

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Why do you send a verification code to change my contact information?

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

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Cash Rewards

What is First Tennessee Cash Rewards?

First Tennessee Cash Rewards® is a program that allows qualifying First Tennessee debit or credit cardholders to earn cash back on their credit cards or deposit account, just by using their cards to accept current offers at participating retailers. If you have a qualifying First Tennessee debit or credit card, then you're already enrolled in the First Tennessee Cash Rewards program and will automatically receive cash back credits from participating retailers when you shop at qualifying stores (in- store and online based on offer).

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How can I view my offers and credits that I have earned?

  • Click on the Cash Rewards Icon and you will be taken to the Offers Tab automatically. If you have more than one card, click on the drop down menu to view all available cards with Cash Rewards.
  • Select the card whose offers you would like to view.
  • Click on the Redemptions Tab to view offers you have redeemed.

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What cards qualify for the Cash Rewards program?

First Tennessee Visa® Debit Card, Visa® Classic credit card, Platinum Premier Visa® credit card, First Check Business Visa® Card and Visa® Small Business Card .

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How do I earn cash back?

Earning is easy. Simply use your qualifying First Tennessee debit or credit card to pay for your purchases when you accept an offer and shop at participating retailers and earn cash back!

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Do any offers require activation?

No, activation is not required for any offers.

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How many times can I redeem a Cash Rewards offer?

A Cash Rewards offer is available for use one time.

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When will I receive my cash back?

Cash back is credited to the associated checking account or credit card, usually within 3 business days of the transaction.

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If I am a business account holder, how do I see my offers?

You will receive a weekly email with your cash back offers.

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What is the cost to participate?

First Tennessee Cash Rewards® is free for qualifying First Tennessee debit or credit cardholders. However, if you choose to receive Cash Rewards communications by text, data charges may be imposed by your wireless carrier.

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How will my cash back appear on my Statement?

Each cash back credit will be listed by transaction and date. It will display as "First Tennessee Rewards" and list the merchant.

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What do I do if I think there is a discrepancy with my Cash Rewards?

Contact us by phone at (800) 755-0090, by email at customerservice@firsttennessee.com, or by mail at: PO Box 84, Memphis, TN 38101 for disputes regarding cash rewards. We will gather the transaction information specific to the dispute, conduct an internal investigation and if necessary, refer the issue to the cash rewards vendor for research. If we confirm the transaction was eligible for a cash reward that wasn't paid or a cash reward in an amount greater than what was paid, the amount owed will be credited within one business day.

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What if I have other questions about Cash Rewards?

Send a Customer Service Representative a Secure Message. Click on the Messages Icon then click on the Secure Messages Tab. In the upper right corner click on Write a Secure Message. Choose a Topic and/or Issue from the drop down menus. Type in a Subject and your question and click Send. You can also contact customer service toll free at (800) 755-0090 or email at customerservice@firsttennessee.com.

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How can I opt out of First Tennessee Cash Rewards?

There are two ways to opt out of Cash Rewards. After navigating to the Cash Rewards Icon, click on the Cards Tab to display your debit cards. Click on the card(s) you wish to opt out and click on the Opt Out button. You can also go to the Other Services Icon page and click on the Self Service Forms Tab. At the bottom of the page is the Cash Rewards Opt Out/In link. Click on the link, and complete and submit the form.

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E-Statements

What is the difference between Digital Banking 2.0 and E-Statements?

Digital Banking 2.0 is a method of accessing your online banking services including bill payment, planning, goals, Alerts, funds transfer, real time transactions and up to date balances. E-Statements 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 Digital Banking 2.0 to receive E-Statements?

Yes, enrollment in Digital Banking 2.0 is required to receive E-Statements.

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

No. You must receive image copies of your cancelled checks to be set up for E-Statements. If you currently receive cancelled checks with your statement, you need to switch to Image Statements before you can enroll in E-Statements. To do this, log into Digital Banking 2.0 and send us a Secure Message, email us, or call at (800)-FTB-LINK (800-382-5465).

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

While our systems convert your account from paper statements to e-Statements, 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 E-Statements and paper statements?

No. Once you enroll in E-Statements, you will no longer receive paper statements. You can print out your statements from Digital Banking 2.0. You also have the right to request a paper copy of your monthly statement.

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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 E-Statements are kept online?

After you enroll in E-Statements, 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 E-Statements.

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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 Online Banking and click on the Settings Icon. Verify the e-mail address you wish to use says "Use For Verification" underneath it. If it does not, click on Change Contact Info to begin the verification process to change your contact preferences.

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What formats can I download my E-Statements?

You can download your e-Statements as a PDF file (must have Adobe Acrobat Reader).

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

E-Statements 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?

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-A, 1099-B, 1099-C, 1099-R, 1098, 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 sending us a Secure Message or 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-A, 1099-B, 1099-C, 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?

If you have signed up for Tax Forms and there are not any showing, it is due to one of the following reasons: The Tax Form is not yet available for the tax year. You do not have any accounts that are eligible for Tax Forms. Your account earned less than $10.00 interest. The account may be reported under another joint owner's social security number.

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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 or press CTRL+S 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 save icon or press CTRL+S to save or download as a PDF (must have Adobe Acrobat Reader).

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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 4 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, click on the Settings Icon. Verify the e-mail address you wish to use says "Use For Verification" underneath it. If it does not, click on Change Contact Info to begin the verification process to change your contact preferences. If the address is correct, please send us a Secure Message, email us, or call at (800)-FTB-LINK (800-382-5465).

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

You can download your statements as a PDF file (must have Adobe Acrobat Reader).

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Why do I have an account listed in my Digital Banking 2.0 but I did not get a tax form for that account?

If you have signed up for Tax Forms and there are not any showing, it is due to one of the following reasons: The Tax Form is not yet available for the tax year. Your account is not eligible for Tax Forms. -Your account earned less than $10.00 interest. The account may be reported under another joint owner's social security number.

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Why did I get a tax form for an account that is not listed in my Digital Banking 2.0?

Tax Forms are made available electronically based upon the primary account holder's Social Security Number; therefore, you may receive a tax form for an account not listed in Digital Banking 2.0 if the account is reported under your Social Security Number.

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How can I print and save an E-Statement?

You can print and save your E-Statement by navigating to the Account Icon and clicking on the account you want to print or save. The account will expand to display account details and additional options. Click on E-Statements and you will see the options to save or print.

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How do I add additional accounts to E-Statements?

Click on the Accounts Icon and click on the account you want to enroll. The account will expand to display account details and additional options. Click on E-Statement Enrollment, and you will see Click Here to Get Enrollment Code. Click on it and a PDF will open to display your code word. Copy and paste the code word in the Enrollment Code field and click on continue. From here you can add any available account to E-Statements by checking the box and click save.

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