What are the fees for Mobile Banking and Digital Banking 2.0?

Digital Banking 2.0 and Mobile Banking are free to sign up for and use. Go to firsttennessee.com, click on the red "Login" Button at the top right, then click on Enroll Now.

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 available to view.

What is required to use Digital Banking 2.0 and Mobile Banking?

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. or a mobile device with the latest operating system (OS).

Which accounts can I access through Digital Banking 2.0 and Mobile Banking?

You can view balances and transactions for your First Tennessee Bank 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, 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.

How current is the Digital Banking 2.0 and Mobile Banking 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.

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

Yes. Digital Banking can be accessed from multiple computers, as long as it is accessed using one of the latest version(s) of a 128-bit encrypted browser. Mobile Banking can be accessed using multiple devices as long as they are on a recent operating system and are not jail broken or modified in any way.

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.

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 Apple Watch. 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.

What if I forget my user ID and password?

To recover your user ID, click the Forgot user ID or password link in the LOG IN drop down box on the top right side of any page on firsttennessee.com. Next, enter the code presented in the image and your primary email address, and then click Submit. Your user ID will be emailed to you once your email address has been verified.

For password recovery, 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 primary email address on file.

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.

Can I change my user ID, security question, or password?

Yes. To change user ID, security questions, or your password, click the Settings icon after you have logged in. Next, click on the Security tab, then click the Change Security Questions button 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.

Where can I read First Tennessee Bank's terms of service?

The link to our terms of service is located at the bottom of any page in your Digital Banking 2.0 under the Legal header.

How do I sign up for Digital Banking 2.0 and 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 firsttennessee.com and log in with your credentials.

Is it secure?

Yes, both Mobile Banking and Digital Banking 2.0 utilize industry-standard security protocols that leverage encryption for transferring data. Encryption helps create a secure environment for the information being transferred between your browser or mobile device and First Tennessee Bank. PIN, password access, Touch ID and Facial recognition on supported devices and application time-out when your computer or phone is not in use.

Also for Mobile Banking, we ensure that 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.

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.

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™.

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.

What are push notifications?

Push notifications are alerts you receive within your mobile device’s notification center. Push notifications are a way to receive 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.

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.

Does Mobile Banking offer fingerprint or facial login capability rather than typing in user ID and password?

Yes. With Mobile Banking you can securely authenticate yourself and access Mobile Banking by enabling logins using only your fingerprint (or for iPhone X, facial recognition). Once enabled, you simply touch the screen when prompted rather than type in a user ID and password. This feature is available for our Android and Apple users who have a device (cellphone and/or tablet) with fingerprint authentication capability and that are using our Mobile Banking apps.

Once you have downloaded the Mobile Banking app, you will be prompted to enable logins by fingerprint or facial recognition (for iPhone X users) after you log in for the first time. If you select “No Thanks,” you can enable these expedited login options at any time by going to Settings/Mobile. Simply select the device that you are on and click the Enable Fingerprint or Facial Recognition Authentication button.

You can turn this feature off at any time by selecting the Disable button.

What device can I use fingerprint on?

Any tablet or cellphone with fingerprint authentication can be enabled to use one-touch logins to Mobile Banking. Facial Recognition is only available on iPhone X.

What is Quick Glance?

Once enabled on your app, Quick Glance allows you to see the balances and recent transactions of your First Tennessee Bank 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.

You can now customize which accounts and transactions you can view via Quick Glance. Click on Settings and then the Mobile sub-tab. A list of your accounts are displayed with a selection box for you to choose whether to Show in the Accounts Widget and/or Show in Recent Transactions. Check the boxes for the account(s) and transactions that you would like to display.

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 Bank 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.

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 Bank 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.

What is available on the Apple Watch app?

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

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 recent transactions, simply tap Transactions.

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.

What is Mobile Deposit?

Mobile Deposit is a convenient, easy way to deposit checks from your mobile device into one of your First Tennessee Bank 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.

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.

How do I know if I'm eligible to use Mobile Deposit and what are the limits?

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.

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.

How do I view my deposit history?

  1. Sign in to First Tennessee Bank 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.

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

After successfully submitting a deposit with First Tennessee Bank 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).

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.

How do I deposit a check?

Before you begin, properly endorse your check. The endorsement should read: For Deposit Only to First Tennessee Bank 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

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.

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.

Who can I contact if I have questions?

If you need help setting up your Mobile Banking or Digital Banking 2.0 or have questions about how to use it, please call us toll-free at 866-736-0996. You can also access our automated system anytime.

Are pending items included in my available balance?

Yes, pending items are deducted from your available balance.

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.

What is My Other Accounts?

The My Other Accounts section will display any non-First Tennessee Bank 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.

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

Click on the Settings icon, and then select the Dashboard sub-tab. A list of your accounts are displayed with a selection box for you to choose whether to Show in Accounts Widget and/or Show in Recent Transactions. Check the boxes for the account(s) and transactions that you would like to display.

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.

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.

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 Tennessee Bank immediately at (800)-FTB-LINK (800-382-5465).

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

First Tennessee Bank 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.

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 Tennessee Bank immediately at (800)-FTB-LINK (800-382-5465).

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.

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.

How do I add another First Tennessee Bank 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.

Why aren't all my First Tennessee Bank 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.

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.

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.

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.

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.

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.

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.

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.

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.

Can I see a running balance on a liability account?

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

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.

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.

How do I print a check image?

With Internet Explorer and 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. Click the Download / Print button. The check image will open in a new window. Click 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.

Why can't I view a pending image?

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

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.

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 sub-category Prescriptions, and $10 to Personal Care.

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.

What is Bill Pay/Transfers?

Bill Pay/Transfers is how you move your money within Digital Banking 2.0. We have combined Bill Pay and Transfers into one easy-to-use page.

What bills can I pay through Mobile Banking and Digital Banking 2.0?

You can pay practically anyone using Mobile Banking and 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.

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.

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

When you add a non-First Tennessee Bank 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.

What transactions need to be verified?

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

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.

 

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**

How will I know if a transfer was successful?

You will receive a confirmation notice 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.

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.

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.

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 five 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.

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.

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.

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.

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.

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 Bank cannot be held responsible for the late fees.

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 Bank. 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 Bank 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.

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. You will see the To, Amount, From, and Date fields. Next, select the recipient in the To field that you want to pay, enter the amount, and select an account in the From field. Once you select an account in the From field, the Payment Schedule and Memo fields will appear. You will then select the date and either one time or recurring from the Payment Schedule field. Recurring will allow you to set the frequency and end options of your payment. Click Continue, and you will see a disclosure page. Click Continue to move to the submission page. Click Submit to complete payment. You will then be able to see your scheduled payment on the timeline.

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 Bank credit card.

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.

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 +.

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.

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 Tennessee Bank immediately at (800) FTB-LINK (800-382-5465).

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.

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.

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.

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.

Can I request a current balance transfer from another credit card to my First Tennessee Bank 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.

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.

What if I need a new 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.

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.

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.

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.

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.

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.

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.

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.

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.

What formats can I download my online statements in?

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

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.

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.

What are Card Controls?

This feature allows you to disable/re-enable your eligible First Tennessee debit and/or credit card using Digital Banking 2.0 or the Mobile Banking App.

Why would I want to turn my card status to off?

If you have misplaced your card, turning it off will prevent new transactions from being approved while you try to find it. If you think your card has been lost or stolen, please contact FirstLink immediately to request a replacement card at 1-800-382-5465.

What does it mean when my card is turned off?

While your card is turned off, most types of new card transactions will not be processed, including purchases, ATM activity and digital card payments. However, transactions that are flagged as previously authorized recurring payments, credits, refunds, and reversals may be approved while your card is turned off.

How long will my card stay off?

Your card will stay off until you turn it back on.

What is a recurring payment?

A recurring payment occurs when you have authorized a merchant to take payment from your debit or credit card on a regular basis. As an example, some gym memberships, monthly insurance billings, or utilities may be set up as recurring payments.

Can I turn my card off and still use Apple Pay for transactions?

No. Any transactions attempted using Apple Pay that’s associated with your card in Off status will not be processed.

Will turning my card off impact any pending transactions made with that card?

No, your pending transactions will not be impacted.

When my card is off are maintenance requests for the card restricted?

Some maintenance requests are restricted while a card is turned off. For example, card PIN changes cannot be processed if your card is off. Please contact FirstLink for assistance at 1-800-382-5465.

I turned my card off and have not been able to locate it. What should I do?

Please call us right away to request a replacement card at 1-800-382-5465.

If my card is off can I request a new card through online or mobile banking?

Not at this time. Please call FirstLink right away to request a replacement card at 1-800-382-5465.

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).

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.

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.

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!

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.

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.