Digital And Mobile Banking FAQs

Using Digital Banking 2.0

Mobile Banking

Quick Glance/Apple Watch

Dashboard

Plan Dashboard

Messages & Alerts

Accounts

Transactions

Bill Pay/Transfers

Planning

Other Services & Settings

Cash Rewards

Statements Online

Tax Forms Online


Using Digital Banking 2.0


What are the fees for Digital Banking 2.0?

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

To top


How is Digital Banking 2.0 secured?

Digital Banking 2.0 utilizes industry best practices such as HTTPS, 128-bit SSL encryption, PIN, or password access and application time-out.

To top


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 that your accounts are now viewable.

To top


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.

To top


Which accounts can I access through Digital Banking 2.0?

You can view balances and transactions for your First Tennessee checking, savings, add-on CDs, credit cards 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 FAQs for more details.

To top


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.

To top


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 browser.

To top


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.

To top


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.

To top


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 Bill Pay/Transfers or making changes to your contact information.

To top


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

Yes, when you enroll in 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.

To top


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 (866) 264-5322

To top


What if I forget my user ID?

To recover your user ID, click the Forgot user ID link on the left side of any page on FirstTennessee.com. 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.

To top


What if I forget my password?

To recover your password, enter your user ID, answer the challenge question (if prompted), and then click Forgot Password. Next, click Continue, and a temporary password will be sent to the email address on file.

To top


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.

To top


Can I use the same user ID and password for Digital Banking 2.0, Mobile Banking and Quicken®?

Yes. Your user ID and password are the same for all online services supported by First Tennessee Bank.

To top


Can I change my user ID, security question, 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. 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.

To top


What types of self-service requests can I make 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 and Transaction dispute/Bill Pay Claim.

To top


Mobile Banking


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.

To top


What is Mobile Banking?

Mobile Banking gives you access to your profile and accounts, just like Digital Banking 2.0. Both the mobile web browser and mobile banking apps (iOS and Android) allow you to view account balances, search recent account activity, pay bills, transfer funds between eligible accounts, change your contact information, sign up for alerts, and add accounts from other banks to your Dashboard. In addition, with the mobile banking apps (iOS and Android), you can deposit checks and take advantage of new features such as push notifications (in-app alerts) and Quick Glance, which allows you to see balances and recent transactions before logging in. Simply log in via the iOS or Android app and enable this feature.

To top


How do I sign up for Mobile Banking?

After enrolling, you automatically have access to your profile and accounts through online or mobile banking. If you prefer to use our Mobile Banking app, download it from the app store on your device. After downloading and opening the app, log in with your user ID and password. If you prefer to bank with your mobile web browser, you do not need to download the app. Simply visit ftb.com and log in with your credentials.

To top


How much does this service cost?

First Tennessee does not charge for this service. However, there may be charges associated with text messaging and data usage on your mobile device. Check with your wireless carrier for more information.

To top


Is it secure?

Yes, the Mobile Banking service utilizes best practices from Digital Banking, such as HTTPS, 128-bit SSL encryption, PIN or password access, and application time-out when your phone is not in use. Only the devices that you personally enroll in the service can access your profile and accounts. In addition, account data is never stored on your device. In the event that your device is lost or stolen, the service can be immediately disabled by either accessing the Settings > Mobile tab after logging into the Digital Banking website or by calling us at (800) 382-5465.

To top


Do I need data plan with my wireless carrier?

Yes, when you are not on a secure wireless connection, a data plan is typically needed. As data usage can become expensive if you exceed your wireless carrier’s limit, please check with your wireless carrier for more information.

To top


I'm not enrolled for Digital Banking. Can I still use this?

Yes, when you enroll in Digital Banking 2.0, you have access to both online and mobile banking. You can enroll now and once approved, simply download the app, log in and begin banking whenever, wherever.

To top


Can I use Mobile Banking on more than one phone or tablet?

Yes. You can manage your eligible devices within the “Settings” tab, under “Mobile”

To top


Can I use Mobile Deposit with any mobile device?

Eligible phones include:

  • iPhone (3G or higher) with iOS 8.0 or higher; iPad 2 or higher. Older iPhones and devices without a camera, such as the first version of iPad, are not supported. The iPod Touch® is not supported at this time.
  • Android (5.0 or higher) devices with a camera that supports auto focus.
  • You must also download or update to the latest version of the First Tennessee Mobile Banking app from the App StoreSM, or Google Play™.

To top


What if my device is lost or stolen?

If you are concerned about misuse of your device, contact your mobile service provider immediately to stop all wireless service. Additionally, sign on to Mobile or Online Banking and remove your device.

To top


Can I use my fingerprint to log in to Mobile?

We plan to add Fingerprint Authentication via Touch ID by end of this year. Until then, please try our new Quick Glance™ feature that will allow you to check balances and review recent transactions of your First Tennessee accounts without having to log in.

To top


What are push notifications?

Push notifications, which are alerts you receive within your mobile device’s notification center, are another way to receive information, including both optional alerts (those that you enroll in) and required security alerts. Simply choose push notifications as a delivery option when setting up or editing your alerts.

To top


How do I optimize my mobile experience?

Ensure your device's browser has cookies enabled. If you are using the mobile app (iOS or Android), please keep in mind that any accessibility options (larger fonts, magnification, etc.) you have enabled will impact the app.

To top


Can I access Bill Pay Online through Mobile Banking?

Yes, with Mobile Bill Pay, you can add new payees, pay bills, see payments made, or cancel payments. Mobile Bill Pay is available through both the Mobile Browser and the iOS and Android applications. For more information on Bill Pay Online, including how to set up payees, click here.

To top


Quick Glance/Apple Watch


What is Quick Glance?

Once enabled on your app, Quick Glance allows you to see the balances and recent transactions of your First Tennessee accounts without having to log in. To enable Quick Glance, log into the (iOS or Android) app and follow these steps:

  1. Choose Mobile from the menu.
  2. Tap on your mobile device in the list provided.
  3. Click to enable Quick Glance.

To top


How do I access Mobile Banking on my device's browser?

Once you have enrolled for Digital Banking (click here to do so on any device), you can access Mobile Banking via your mobile phone's web browser by navigating to ftb.com. All functionalities, except for those that are device-specific, such as Mobile Deposit, push notifications, and Quick Glance, are available through your mobile device’s browser.

To top


Is Mobile Banking supported on my device? How do I install the downloadable application?

Mobile Banking via mobile web browser is supported on all mobile devices with HTML5-capable browsers. In addition, the downloadable app is supported on most iPhone®, iPad®, Apple Watch, and Android™ SMartphones or tablets. To download the application, visit the app store on your device. Search for the “First Tennessee Mobile Banking app, and download it as you would any other app.

For those who would like to use the Apple Watch app, the First Tennessee app will be automatically downloaded to your watch when you download the iOS app onto your phone. You will find it on the home screen of your watch.

To top


How do I access the Apple Watch app?

Look for the First Tennessee logo on the home screen of your watch and tap it to open the Apple Watch app. The app will be automatically downloaded to your watch when you download the First Tennessee App to your iPhone.

To keep the Apple Watch app within the dock, press the side (option) button while the app is open and select “Keep in Dock.” Once docked, the app can be quickly accessed by pressing the side button and swiping/scrolling to the app.

To top


What is available on the Apple Watch app?

With the Apple Watch app, you can view your First Tennessee account balances and the 10 most recent transactions.

To top


How do I view my account balances on my Apple Watch?

Once you open the app, you will see two options, ‘Account Balances’ and ‘Transactions’. To view your balances, simply tap ‘Account Balances’.

To top


What accounts are viewable on the Apple Watch?

All of your First Tennessee accounts that you are visible on the Dashboard page of online and mobile banking (iOS and Android apps) will be visible within the Apple Watch app. Accounts from other banks that you may have added to via online or mobile banking will not visible within the Apple Watch.

If you have a lot of accounts, you will need to use the digital crown to scroll down the list, or swipe down on the screen with your finger.

To top


How do you view recent transactions on the Apple Watch?

Once you open the app, you will see two options, Account Balances and Transactions. To view your recent transactions, simply tap Transactions.

To top


What transactions are viewable on the Apple Watch?

Your 10 most recent transactions across all of your First Tennessee accounts will be visible on the Apple Watch. This is the same transactions list that is visible on the Dashboard page of your mobile app (iOS or Android) or online.

To top


How do Apple Watch users go back to the main screen when in the ‘Account Balances’ or ‘Transactions’ screens?

Tap the < symbol at the top of the touchscreen to go back to the main screen

To top


What is Mobile Deposit?

Mobile Deposit is a convenient, easy way to deposit checks from your mobile device into one of your First Tennessee accounts. With the iOS or Android app, you can take a photo of your check (note: the device must have a camera), enter the check information and securely submit your deposit for processing. Mobile Deposit eligibility is subject to approval and limits are subject to change. For additional information, please see the questions regarding mobile deposit eligibility and limits.

To top


Is there a bank fee to deposit my check with my mobile device?

Mobile Deposit is FREE to eligible customers. All customers are subject to approval. There may be charges associated with data usage on your phone or tablet. Check with your wireless carrier for more information.

To top


How do I know if I'm eligible to use Mobile Deposit?

Mobile Deposit eligibility is based on your particular relationship with the bank. Generally, factors such as balances in your accounts, track record of responsible account usage, etc., can impact your eligibility, deposit limits and funds availability.

If you are eligible for Mobile Deposit, you will be allowed to start a new deposit via the Deposit option on the main screen. Your current deposit limit is displayed once you click Deposit.

To top


Where can I find the deposit function within my downloaded iOS or Android app?

When you log in to the app, you will see the Deposit button on the dashboard right next to the Quick Pay and Transfer Now buttons.

To top


Are there transaction limits with Mobile Deposit?

Mobile Deposit limits are based on your particular relationship with the bank and are reset on a rolling seven-day cycle to take into consideration your banking activity for that period. Mobile Deposit is subject to eligibility requirements. Your limit is displayed on the mobile deposit screen when you begin depositing your check.

To top


Are my checks deposited immediately?

Successfully submitting your check image with your mobile device will begin the deposit process. However, the processing time to complete the deposit may vary. Items tranSMitted using Mobile Deposit may be subject to an automatic hold of up to two (2) business days on funds deposited. The length of the delay is counted in business days from the day of your deposit. If you make a deposit before 9 p.m. ET on a banking business day (every day except Saturday, Sundays, and federal holidays), we will consider that day to be the day of deposit. If you transmit an item after 9 p.m. ET, or on a day we are not open, we may consider that the deposit was made on the next business day we are open. If your deposit is declined, we will email you the notice by the first business day after the day we received your deposit. Longer holds may be placed on the funds if we have concerns about their collectability. Check your deposit history to see your deposit status.

To top


How do I view my deposit history?

  1. Sign in to First Tennessee Mobile Banking and click Deposit.
  2. Select "History" and a list of recent deposits will display.
  3. Click on a single deposit to view the available transaction details.

To top


What should I do with the original checks after depositing them?

After successfully submitting a deposit with First Tennessee Mobile Deposit, you should retain the original check, or a sufficient copy of the front and back of the item, until final settlement of the item. Should there be any dispute that the image does not satisfy legal equivalence requirements, retaining the original check may help you confirm the issue, or you can take the check to another deposit channel (branch, ATM).

To top


What types of checks are not eligible for Mobile Deposit?

  • Checks must be made payable to only you. Joint checks or checks made payable to "Cash" are not allowed.
  • Checks must not be drawn on a foreign bank or payable in a foreign currency.
  • Checks must not be altered on the front of the check in any way.
  • Checks must have an authorized signature. Demand drafts or remotely created checks are not allowed.
  • Checks must not be dated more than six months prior to the date of deposit.
  • Checks must not be dated after the date of deposit.
  • Checks must not have previously been returned with a “Stop Payment” or “Account Closed” status.

To top


How do I deposit a check?

Before you begin, properly endorse your check. The endorsement should read: For Deposit Only to FTB Account of <insert your signature>. Click here for example.

  • Sign in to Mobile Banking and select Deposit.
  • Choose the account you’d like to deposit the funds to and enter the amount. Then tap the Take Check Image button.
  • First, take a picture of the front of the check, then decide to either Use or Retake the image. Align the check image within the camera viewfinder frame. If the image is not clear, try again, and make sure your check is placed on a dark, well-lit, flat surface. When you are comfortable with the image, tap Use.
  • Next, take a picture of the back of the check and tap Use when you’re ready to submit it.
  • Now click Continue
  • Then tap Confirm
  • To top


    How will I know if FTB accepted and processed my deposit?

    Once you have submitted a check for deposit, the status of that check will appear in the History tab.  The status will appear as “Submitted” until the item has been reviewed.  After review, the status will be updated to either “Approved” or “Rejected”.  Once approved, your deposit should appear in your account within the next business day.  Funds deposited may be subject to additional holds.

    To top


    Why would a check be declined?

    A check deposited by Mobile Deposit may be rejected due to a number of factors, including poor image quality, missing check information, or unacceptable terms. See "What types of checks are not eligible for Mobile Deposit?" for more information.

    To top


    How far back will my deposit history go?

    With the “History” tab in Mobile Deposit, you will see any mobile deposits submitted over the last 180 days.

    To top


    Who can I contact if I have questions?

    If you need help setting up your Mobile Banking or have questions about how to use it, please call us toll-free at 866-736-0996, or you can access our automated system anytime.

    To top


    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.

    To top


    How often is the Dashboard updated?

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

    To top


    What balance is displayed on the Dashboard?

    For assets such as checking, savings or CDs, your available balance is displayed. For liabilities (credit cards, HELOCs, and loans), your balance due is displayed.

    To top


    What is Quick Pay?

    Quick Pay is a fast, convenient way to schedule Bill Pay/Transfers to a recipient from the dashboard.

    To top


    What is the difference between Quick Pay and Bill Pay/Transfers?

    Both Quick Pay and Bill Pay/Transfers are quick and easy methods of sending money to a recipient. Quick Pay is best for a one-time scheduled payment in fewer clicks. Bill Pay/Transfers allows for more options, such as setting up a recurring payment and the ability to include a memo note on the payment.

    To top


    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.

    To top


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

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

    To top


    What is the difference between Transfer Now and a transfer in Bill Pay/Transfers?

    Both Transfer Now and Bill Pay/Transfers are quick and easy methods of transferring money between accounts. Transfer Now is better for a one-time transfer in fewer clicks. Bill Pay/Transfers allows for more options, such as setting up a recurring transfer and the ability to include a memo note.

    To top


    How can I tell if an item is pending?

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

    To top


    Are pending items included in my available balance?

    Yes, pending items are deducted from your available balance.

    To top


    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.

    To top


    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.

    To top


    Why does Recent Transactions include all of my accounts?

    Recent Transactions on the Dashboard shows 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.

    To top


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

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

    To top


    What is My Other Accounts?

    The 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.

    To top


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

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

    To top


    Plan Dashboard


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

    At the top of the Spending Summary in the Plan section 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.

    To top


    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.

    To top


    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.

    To top


    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.

    To top


    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.

    To top


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

    Available Cash Month to Date is the difference between youriIncome and expenses up to that point in the month.

    To top


    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.

    To top


    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.

    To top


    Messages & 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.

    To top


    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.

    To top


    How long will messages and alerts remain visible?

    Alerts and secure messages are retained until you delete them. 

    To top


    How do I delete a message or alert?

    From the Messages icon, you can select a single alert or secure message by clicking on the box next to it and then clicking 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.

    To top


    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.

    To top


    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.

    To top


    What type of alerts will I receive?

    There are three types of alerts; mandatory, recommended and optional. You are automatically enrolled for 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 Login Attempt Failed. Recommended alerts are additional alerts that we recommend, but you are able to unenroll from them. Examples are Payment Scheduled, Internal Transfer Created/Deleted, Overdraft, and Payment Past Due. Optional alerts are additional alerts that you are not autoenrolled for but can add to your list of alerts. To learn how, please see the "How can I change my alert preferences?” FAQ.

    To top


    What types of alerts can I set up?

    You can set up the following optional alerts under the Settings icon: 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.

    To top


    How can I receive my alerts?

    A primary email address is required for all mandatory and recommended alerts. Optional alerts can be sent by any method you prefer. You can choose to have alerts also sent to another email address or via text to your phone by clicking on the Settings icon and then clicking on Change Contact Info. Note: Verification is required when making changes to Contact Info.

    To top


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

    Click on the 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?”

    To top


    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).

    To top


    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.

    To top


    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.

    To top


    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 unenroll from.

    To top


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

    Click on the Settings icon, and then click on the Manage Alerts tab. Select the alert you'd like to change, then click edit. Select (or deselect) the email address(es) or text numbers you'd like to change for this alert. Then select Save. If an email address or phone number is not included in the Sent To list for your alert, you'll need to change your contact information.

    To top


    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. 

    To top


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

    When an action triggers a mandatory alert, such as a change to your login information, a payment or transfer being initiated, or a recipient being set up, you will receive an email within 15-30 minutes of the change. All other alerts are sent daily.

    To top


    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).

    To top


    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 of 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.

    To top


    Can I get alerts by text and email?

    Yes, you can receive alerts by text, email, or both.

    To top


    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 9 p.m. CT of the previous business day. Your available balance may reflect transactions since that time.

    To top


    Accounts


    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.

    To top


    How do I add accounts from another institution to Digital Banking 2.0? (account aggregation)?

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

    To top


    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 (866)264-5322.

    To top


    Why aren't all my First Tennessee accounts appearing 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 (866)264-5322.

    To top


    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.

    To top


    Where can I find my full account number?

    You can find your full checking, savings, CD, IRA, or loan account number by clicking on the Accounts icon and then clicking 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.

    To top


    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 such as firsttennessee.com. The balances and transactions are automatically downloaded from the other financial institution upon your login to Digital Banking 2.0. Offline accounts are accounts that do not have an online profile. These accounts must be manually updated.

    To top


    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.

    To top


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

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

    To top


    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 with the Hide Account button. Navigate to the Account icon page and click 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.

    To top


    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.

    To top


    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.

    To top


    How can I 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.

    To top


    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.

    To top


    How do I exclude an account from planning and budgeting?

    Click on the Accounts icon, then click 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.

    To top


    Can I see a running balance on a liability account?

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

    To top


    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, an individual account, or more than one by clicking on the All Accounts drop-down menu and selecting the accounts you would like to search.

    To top


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

    Yes, you can. Log in to Digital Banking 2.0, click on the Transactions icon, 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.

    To top


    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 Button) 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 Button) 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.

    To top


    Why can't I view a pending image?

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

    To top


    How do I view transactions for a single account or 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 for you 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. To view an account(s), click on All Accounts to deselect, then click on the account(s) you wish to view.

    To top


    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 recategorize, 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 subcategory of an existing category if appropriate.

    To top


    How do I assign a category to a transaction?

    Click on Transactions icon and click on the posted transaction you wish to recategorize, 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 subcategories that can be displayed by clicking on the +. Click on the desired category to assign it 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.

    To top


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

    After selecting which account you wish to view the transactions for, simply click away from the menu to signify that you are done selecting and hide the menu.

    To top


    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 that 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.

    To top


    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.

    To top


    What is the Show Uncategorized button for?

    The Show Uncategorized button displays your transactions that are currently either uncategorized income or uncategorized expenses. 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.

    To top


    Why are transactions from all of my accounts showing?

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

    To top


    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.

    To top


    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.

    To top


    Why would I split a transaction?

    Splitting a transaction allows you to add greater accuracy and detail within your budgeting by assigning dollar amounts 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 subcategory Groceries, $10 to the Healthcare subcategory Prescriptions, and $10 to Personal Care.

    To top


    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.

    To top


    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.

    To top


    Bill Pay/Transfers


    What is Bill Pay/Transfers?

    Bill Pay/Transfers is exactly what it sounds like. 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.

    To top


    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.

    To top


    How do I know what type of recipient to add to Bill Pay/Transfers?

    There are three types of recipients in Bill Pay/Transfers: 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 the routing number. Company for a Bill Pay is intended for paying bills to companies such as 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 the zip code of the company. Person for Bill Pay is individuals you wish to send a payment to. You will need to know their name, address, and phone number.

    To top


    Why isn't the 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 Bill Pay/Transfers icon.

    To top


    What transactions need to be verified?

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

    To top


    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.

    To top


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

    Account Type Transfer From Transfer To
    Checking Yes Yes
    Savings Yes Yes
    Add-On CD No Yes
    Credit Cards Yes Yes
    Home Equity Lines of Credit Yes Yes
    Home Equity Loans No Yes
    Personal Lines of Credit Yes Yes
    Installment Loans No Yes
    NOTE: No other accounts are not eligible the for Banking Online Transfer function.

    To top


    When are funds available after they are transferred?

    Account type into which funds are transferred

    Funds transferred Monday through Friday 7:00 a.m. – 9:00 p.m. Eastern Time Funds transferred Monday through Friday 9:00 p.m. – 7:00 a.m. Eastern Time, or anytime during the weekend

    Checking

    Immediate Immediate for Banking Online transactions. Funds are not available to clear checks until the next business day.

    Savings

    Add-On CD

    Installment Loans

    Next Business Day 2 Business Days

    Home Equity Loans

    Personal Lines of Credit

    Credit Cards

    2 Business Days* 3 Business Days**

    To top


    How will I know if a transfer was successful?

    You receive a confirmation notice on the Bill Pay/Transfers 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.

    To top


    Where can I find a confirmation/tracking number for a bill payment or external transfer?

    A confirmation number for a bill payment or internal transfer can be found by clicking on the processed transaction from the Bill Pay/Transfers 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 Bill Pay/Transfers tab underneath the schedule. The field will expand to display the Tracking number.

    To top


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

    Click on the Bill Pay/Transfers 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.

    To top


    What can I do to ensure that 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 one, two or three 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 that your recipient's address or account number has not changed.
    • Schedule your payments so processing will occur after pending deposits have been credited.

    To top


    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 one, two or three business days before the actual payment due date for electronic payments and at least five 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.

    To top


    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.

    To top


    How can I verify a bill payment?

    To receive a proof of payment, the fee is $3.00 for customers, and it is 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.

    To top


    How do I pay multiple bills at one time?

    Click on the Bill Pay/Transfers 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 finished, 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.

    To top


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

    If funds are unavailable on the day of the scheduled payment, the payment will be sent depending on your bank relationship. 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.

    To top


    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.

    To top


    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 p.m. 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.

    To top


    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.

    To top


    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 Bill Pay/Transfers 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.

    To top


    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.

    To top


    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.

    To top


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

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

    To top


    Quicken asks me for a delivery date for my Bill Pay/Transfers 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.

    To top


    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.

    To top


    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 Bill Pay/Transfers tab and schedule the transfer the same way you would a bill payment.

    To top


    Planning


    How do I set up a budget?

    Digital Banking 2.0 will automatically look through your past three months of transactions to create a budget based on the categorization already built into 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 subcategories, you must first expand the main category by clicking on +.

    To top


    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 budgeting tools such as Budget Summary and Cash Summary. Irregular expenses (expenses that are not monthly) can be tracked by creating a custom category called Irregular Expenses. You can then create subcategories 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.

    To top


    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.

    To top


    Can I see more than one month of my budget 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.

    To top


    What happens if I reset my budget?

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

    To top


    What happens if I delete my budget?

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

    To top


    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.

    To top


    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.

    To top


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

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

    To top


    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.

    To top


    What is uncategorized income?

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

    To top


    What kind of goals can I set?

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

    To top


    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 can enter the details of your retirement goal. You can select which balances in your accounts that will count toward your goal as well.

    To top


    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 toward your goal as well.

    To top


    Do I have to manually update my goals?

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

    To top


    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.

    To top


    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.

    To top


    Other Services & Settings


    What if I see a transaction I did not authorize?

    If you need to resolve a billing error with a business, please contact it first. 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).

    To top


    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 five business days.

    To top


    Can I place a travel notification on my debit or credit card through 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.

    To top


    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 the credit limit on your credit card. Choose the appropriate options, complete the e-form, and click Continue.

    To top


    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.

    To top


    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.

    To top


    How can I get a loan payoff amount?

    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 one business day.

    To top


    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 one business day.

    To top


    Can I temporarily disable my debit or credit card if I lose it, and then re-enable if I find it?

    Not yet, but we plan to add the ability to turn your debit and credit cards off and back on via Digital Banking 2.0 and Mobile Banking by the end of this year. To report a lost or stolen card, call 800-234-2840.

    To top


    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.

    To top


    How do I change my contact information?

    Click on the Settings icon, and you will be 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 verification codes on in the future.

    To top


    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 one business day.

    To top


    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.

    To top


    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).

    To top


    How can I view the 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 offers you would like to view.
    • Click on the Redemptions tab to view offers you have previously redeemed.

    To top


    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.

    To top


    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, shop at participating retailers, and earn cash back!

    To top


    Do any offers require activation?

    No, activation is not required for any offers.

    To top


    How many times can I redeem a Cash Rewards offer?

    A Cash Rewards offer is available for use one time.

    To top


    When will I receive my cash back?

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

    To top


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

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

    To top


    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.

    To top


    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.

    To top


    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 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 that 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.

    To top


    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 by email at customerservice@firsttennessee.com.

    To top


    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 on 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.

    To top


    Statements Online


    What is the difference between Digital Banking 2.0 and Statements Online?

    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. Statements Online is a method of accessing your account statements online instead of through paper-generated statements received by mail.

    To top


    Do I have to be enrolled in Digital Banking 2.0 to receive statements online?

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

    To top


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

    No. You must receive image copies of your cancelled checks to be set up for Statements Online. If you currently receive cancelled checks with your statement, you need to switch to Image Statements before you can enroll in Statements Online. To do this, log into Digital Banking 2.0 and send us a secure message, email us or call (866)264-5322.

    To top


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

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

    To top


    Can I receive Statements Online and in paper form?

    No. Once you enroll in Statements Online, 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.

    To top


    Can I receive my Basic Business account statements online?

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

    To top


    How long are online statements are kept?

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

    To top


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

    We send you an email when your statement cycle ends and your statement is ready for you to view. If you do not receive your email notification each month, please verify that we have your correct primary email address. To do this, log in to Online Banking and click on the Settings icon. Verify the email address you wish to use is listed as your primary email address. If it is not, click on Change Contact Info to begin the verification process to change your contact preferences.

    To top


    What formats can I download my online statements in?

    You can download your online statements as PDF files (must have Adobe Acrobat Reader).

    To top


    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 Statements Online and you will see the options to save or print.

    To top


    How do I add additional accounts to Statements Online?

    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 Statements Online by checking the box and clicking Save.

    To top


    Tax Forms Online


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

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

    To top


    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.

    To top


    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.

    To top


    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 lines 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.

    To top


    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 31 for the current tax year.

    To top


    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.

    To top


    Why are no forms listed within Tax Forms Online?

    If you have signed up for Tax Forms Online and there are no forms showing, it is for 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, or the account may be reported under another joint owner's Social Security Number.

    To top


    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 the form as a PDF (must have Adobe Acrobat Reader).

    To top


    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 the form as a PDF (must have Adobe Acrobat Reader).

    To top


    How long are tax forms kept online?

    After you enroll in Tax Forms Online, your tax forms will remain online for four 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.

    To top


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

    We send you an email when your tax form is ready for you to view. If you do not receive your email notification, please verify that we have your correct primary email address. To do this, click on the Settings icon. Verify that the email address you wish to use is listed as your primary email address. If it is not, click on Change Contact Info to begin the verification process to change your contact preferences.

    To top


    What file types can I download or save my online tax forms as?

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

    To top


    Why didn’t I get a tax form for an account I have listed in my Digital Banking 2.0?

    If you have signed up for tax forms and there are not any showing, it is for 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, or the account may be reported under another joint owner's Social Security Number.

    To top


    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.

    To top