I've Got More Questions

The following questions and answers are those most frequently asked by our customers. We hope that you are able to find the information you need here, but if you cannot, please contact First Federal Community Bank through a feedback form in the Customer Service area of the secure web site, email Web Support, or call your local Banking Center and speak to a Customer Service Representative.

I used your online banking site before the change, but now it is asking for a login name and I don’t have one. How do I log on?

If you have not yet created a login name for yourself, please login with your account number and PIN just as you always have. You will be guided through creating a login name and password which will allow you to access your First Federal Community Bank accounts. You should get immediate access to your accounts if you are converting an existing online account.

Have each account owner complete this process individually. Everyone legally authorized to access this account should have a unique login name and password.

I can't seem to log in. What could be wrong?

There are a couple of possibilities for this issue:

The most common is that you have just enrolled in FirstACCESS Online Banking and your login name has not yet been activated. If this is true, you will receive an email message telling you when your account becomes active.

It is also possible that the email address you entered when creating your account is having a problem that prevents us from communicating with you. In the event we find the email entered does not work correctly or match previous information given to us, your login name could be restricted from access. If you did not get an email confirmation or your application or conversion, this is likely the cause. Please call your Customer Service Representative to update your email information and get your login name reactivated.

Or the system could be offline for maintenance or repair. If you wait 5-10 minutes and continue to experience this problem, please contact your Customer Service Representative to determine what the issue might be.

Why do I need to use a different login from my spouse?

EACH ACCOUNT OWNER SHOULD HAVE A UNIQUE LOGIN AND PASSWORD.

The selection of accounts that are visible to your login name and password is determined by the social security number associated with that login name and password. Some spouses are owners of accounts of which their counterpart is not an owner. If someone shares their login name and password with you or you with them, you are giving each other the ability to conduct business in any of those accounts, whether you legally have any right to do so or not. Also, if you are the owner of an account or accounts – not owned by the person whose login and password you are using – you will not have access to it or them.

I forgot my password, how can I login to my accounts?

When you created your login name and password, you were offered a choice of security questions. After choosing one, you answered it, and a record of that answer is kept in the system. Beneath our login prompt, you will see a link to recover a forgotten password. Choose that link and answer the questions, if you answer them correctly, your password will be forwarded to the email address you supplied when you created the login name and password. If you have forgotten your secuity question answer, follow the steps to retrieve the security questions to jog your memory.

I keep answering the security question correctly, but I never get the email with my password?

If you answer the questions correctly, the password is mailed to the email address associated with the login name and password you created to access your accounts. If you have changed email addresses or internet providers since that time, and did not update your email information on our website, it is impossible for the system to recover you password. Please contact a Customer Service Representative so that First Federal Community Bank can resolve this issue for you.

Why can I see all my closed accounts?

The selection of accounts that are visible to your login name and password is determined by the social security number associated with that login name and password. Many users have a need to see records of closed accounts for tax or research purposes. If you do not wish to see them, simply pull down the menu under Show Accounts: and choose the listing you would like to see, then click Retrieve Accounts. Your listing will be updated to reflect the choice you made.

I am logged in under MY login and password. Why can’t I see all of my accounts?

You have chosen a setting under the Show Accounts option that temporarily eliminates some of your accounts from view. It is also possible there is a error related to those accounts which are not being displayed properly. If you have not excluded them from view through the Show Accounts function, please contact a Customer Service Representative so that First Federal Community Bank can resolve this issue for you.

Why can’t I order checks online anymore?

You can still order checks online, but just in a different manner. You will be redirected automatically to the webpage of the check vendor where you can log in and order your checks directly. We believe this added service will allow you to get your checks faster than under the old system. You can link to order checks without even logging into our online banking site if that is all the online business you need to conduct, or if you wish you can log in and be redirected from within FirstACCESS.

Why is it important to update my email address changes through your website and through emailing websupport?

You will not be able to recover your password if your email address is not correct in our system. There are two systems which must match before your password will be mailed to you, and that requires you to make the change on the webpage itself and for us to make a change internally. Because of that we also need you to email Web Support. when you change your email address.

I have a business and really would like to use online banking, but my employees need limited access to my accounts to do their jobs. How can I let them have only that access needed to perform their duties?

Many businesses are interested in our corporate banking product which allows the business account owner to create and assign rights to sub-users to authorize or limit their access to online banking services.

There are several added features of the business banking product which include:

  • Ability to generate ACH payroll payments or ACH payment collections
  • Postive Pay fraud protection
  • Plus all of the features and services offered to personal online banking customers

Please contact your Customer Service Representative for more information.

I need to speak to a person and get some help. Who do I call?

During business hours, please contact your Customer Service Representative for assistance. You can use email to Websupport or dial 903-784-0881 in Paris, 903-427-3858 in Clarksville, or 903-577-1118 in Mount Pleasant. As always, our friendly staff are here to help make your online banking experience easy and enjoyable.

Why Should I Use Online Banking?

FirstACCESS Online Banking is a convenient way to get account information, transfer funds, make payments on loans and more. You can access your First Federal Community Bank accounts from any Internet-enabled PC, any time of day or night.

I have never used your online banking site, it is asking for a login name and I don’t have one. How do I log on? or How Do I Sign Up?

If you have accounts at First Federal Community Bank, follow the online procedure to enroll in FirstACCESS Online Banking. Currently, activation requires a manual operation of one of our Customer Service Representatives, so it could take a few days to get your login name activated, depending on what day and time you applied. Do not share your login name or password with anyone, including your spouse. To begin, simply click on the Enroll button here or on our home page. Read the screens carefully and follow the directions for the application procedure.

It is time to change my password, but I don't remember the requirements. What are they?

To better secure online transactions and protect your privacy, login names AND passwords MUST be at least eight (8) characters long.

Passwords MUST be changed every 90 days. Your password MUST be different from your login name or your social security number. It MUST also have letters AND numbers. It is also case sensitive.

The system remembers the last nine (9) passwords you used and will not allow you to repeat them.

It is also STRONGLY RECOMMENDED that each user have their OWN PERSONAL login name and different password!

Do I Need Special Software to Use This Service?

We recommend Netscape Navigator 7.1 and Microsoft Internet Explorer 6.0 with the latest service packs to take full advantage of the system. Browser Requirements & Recommendations — To help ensure security and proper functionality, you must use a browser that meets or exceeds the following requirements:

  • 128 bit encryption
  • You must have Cookies and JavaScript enabled
  • We support browser versions Netscape Navigator 4.7 and Microsoft Internet Explorer 5.0 or higher.

There are some browsers, customized for Internet providers, such as Microsoft Network (MSN), SBC Yahoo, or America Online (AOL), which are sometimes configured to prevent the navigation scripts used on our transactional site. If you have trouble accessing your account through these or similar services, connect to the Internet in your normal manner, minimize your browser, then find and open Internet Explorer and go to www.1st-fed.com. If you still continue to have problems, please email Web Support.

Why does my login name and password disappear when I try to login?

Unfortunately, many advertisements, adware and spyware installers and other unwanted items are projected onto your computer through the use of a "popup" window. While the misuse of this technology is rampant and many users have been forced into installing special software just to fight this problem, the technology to create the popup window is utilized by First Access Online Banking to give you access to your account information. Therefore, if you are using any type of popup blocker software or have tightened your Internet Explorer settings to stop this function, you will be unable to proceed to the popup window containing your account information. To protect your account and PIN numbers from being inadvertently left on the login page, it attempts to clear that information when you go to the transactional website. Thus, because you never get to the transactional website, it appears as if your login name and password are being erased when you try to login.

There are two usual methods to resolve this issue. The easiest, is to simply configure your software to "trust" or allow www.1st-fed.com to open a popup window. That way your protection from other sites that use this technology obtrusively will be maintained; however, if you are unable to configure this properly, it may become necessary to remove this software until you are able to configure it to allow your web browser access to your account information.

You should also be aware there are many programs that cause this problem that you might have inadvertantly installed onto your PC. Sometimes it is a feature or add-on product of another piece of software that you have added to your machine. In most cases, you can peruse your Control Panels > Add/Remove Programs options and determine which applications are currently installed on your computer. Warning: This list is not always complete, as some programs, especially those nefarious in nature, will prevent the PC from listing them here.

Why Can I See My Accounts Listed But Can't Go into Them?
or Why Does it Just Say: Please wait for data to load?

There are some browsers, customized for certain Internet providers, especially those for Microsoft Network (MSN), America Online (AOL) SBC DSL or Yahoo DSL, which are configured by default to prevent the interactive scripts used on our transactional site. If you are an AOL, MSN or SBC customer and have trouble accessing your account, connect to the Internet in your normal manner, minimize your browser, then find and open Internet Explorer and go to www.1st-fed.com. If you still continue to have problems, please email Web Support.

How Much Does FirstACCESS Online Banking Cost?

FirstACCESS Online Banking is FREE! Consider this your Internet Banking Center of First Federal Community Bank.

Is Online Banking Secure?
or Why Is There a Padlock on the Login Page?

Because of the heightened security features that we provide to protect your information, criminals are now trying to trick users into voluntarily giving them private financial information. One of the more common methods of fooling people is to replicate the look and images of a popular website and get users to login to the fake site. They use that "fake" site to get answers to private financial questions from unsuspecting users.

While FirstACCESS Online Banking service has always used an 128-bit encryption mechanism called SSL (Secure Sockets Layer) to protect your communications with our transactional website, we now use that same technology to "prove" that you are at www.1st-fed.com. Simply look for the padlock and open it if you have any questions about whether or not you are at the right place.

First Federal Community Bank takes the protection of your privacy and personal information very seriously, and to that end, we strongly recommend you take all prudent security precautions with any device you use to connect to the Internet. Never click on any links to come to www.1st-fed.com, but always use your own favorite or bookmark, or type the URL in your browser's address bar. If you ever have any question about your online experience and are concerned, please call 903-784-0881 for assistance. Our friendly CSRs will be happy to help.

How do I login to FirstACCESS Online Banking?

To login to FirstACCESS Online Banking open your browser and go to www.1st-fed.com. Type in your login name and password and click the Log In button to access your accounts.

Why do I have to keep logging in while I am looking at my account?

 First Federal Community Bank takes the privacy and security of your information very seriously. A security feature of our FirstACCESS web site forces users to re-establish a secure connection by entering in login information every few minutes if a web screen is unchanged. This precaution would reduces the risk of an unauthorized person from performing transactions or inquiries. Responding to customer requests, we changed this timeout feature to 15 minutes. You should be aware that if you use a public terminal, after you have finished your banking business, you should maintain control of that terminal for at least 15 minutes to let all secure connections from that machine to your accounts expire. You should also remove any cookies created by you during your use of the public terminal and clear the Internet history of the machine.

Some users like to view their account activity screen and compare to their check register or financial applications. We would suggest you use the download feature under the custom search function to download the information into your Quicken or Money application, or simply retrieve the data in *.csv format which can be viewed in Excel or other spreadsheet programs. Another option would be to print the screen for comparison.

If you need further help with this issue, please contact Web Support.

What is Bill Pay?

Bill Pay is an additional service that can be used with a First Federal Community Bank checking account and which allows you to pay all your bills online. You can set up recurring or single payments, and we'll take care of the rest. You no longer have to worry about checks, stamps or envelopes.

What Does Bill Pay Cost?

Nothing! Apply Today!

When Does Bill Pay Withdraw the Money from my Account?

The money is withdrawn when the item is presented for payment. If we produce a check, the funds will be withdrawn when the check is presented for payment. If we pay your bill electronically, funds will be withdrawn when the transfer executes.

You should be aware that under the new methodologies of the Check 21 Act, paper checks will be converted into digital images to speed up the clearing process throughout the country. This process will dynamically shorten so called "float" times between the issuance of a check and its presentment against your funds. Please be aware of this process and take appropriate actions to ensure your balances remain positive. This process will affect all checks written in the United States, including those you have authorized the Bill Payer Service to issue against your account.

Why Was My Bill Pay Payment Late?

This is not an electronic transfer of funds, therefore the speed of mail delivery can affect how long the payment takes to reach its destination. First Federal Community Bank recommends Bill Pay payments should be scheduled at least 7 days prior to your merchant's due date to allow time for production and mail delivery.

Although Bill Pay is not an instant electronic transfer, you can set up recurring or single payments. You no longer have to worry about checks, stamps or envelopes.

Your Bill Pay agreement explains: The term "Payment Date" means the date on which the Bill Pay item was scheduled by you to be issued. The term "Production Date" means the business day on which the payment will be produced and mailed. The term "nightly processing" means an indeterminate period of time beginning about 7 p.m. Central Time each business day during which external transactions are processed. The Payment Date and the Production Date are generally the same day; however, if the Payment Date does not occur during a business day, or if – during or after nightly processing – you attempt to schedule a Payment Date for the very next business day or any earlier non-business day, the Production Date could be delayed as many as two business days. Each business day, nightly processing produces items you have scheduled to be paid on the next morning. If the next morning is a business day, the items will be remitted to the Payee you specified. Funds for ALL bill payments will be withdrawn from your account on the DAY the item clears your account.

To see your entire Bill Pay agreement in detail, go to Bill Pay Agreement.

How do I create payees in Bill Pay?

Open this PDF file for instructions on creating payees in First Federal Community Bank's Online Bill Payer system.

Files using (Portable Document Format) require Acrobat Reader to use. If you do not already have it, you will need Adobe's free Acrobat pdf file reader to view and print the instructions. If you don't have Adobe Acrobat Reader, click here or the icon below to get it.

Why am I being charged for some deposit account transfers?

Federal regulations require transfers from savings or money market accounts to another account or to third parties by preauthorized, automatic, or telephone transfer be limited to six per statement cycle with no more than three by check, draft, or similar order to third parties.

An excess withdrawal fee of $7.50 will be charged for each debit transaction in excess of these limitations during a statement cycle.

For more specific information, ask your Customer Service Representative for personal assistance.

How does Identity Theft work?

Thieves gain access to personal information in many ways, but the most common method is to take it from the victim themselves. They steal mail such as account statements, new checks and offers of credit left in a mailbox, discarded in the trash or stored in an easy to access location in your home or office. They access credit card and personal identification from your purse or wallet. Without realizing, you may give the information directly to the criminal when you enter data at an unsecured or unknown website, or in response to a fraudulent request for account information through an unverified e-mail; this is known as "phishing". Thieves also ask for information from you through unsolicited phone calls, tricking you into thinking it is someone you know, such as your bank; this is known as "pretexting".

Identity theft occurs in many ways, ranging from careless sharing of personal information to intentional theft personal information. The best approach to prevent identity theft is to be proactive and take the necessary steps to avoid being a victim.

How does an Identity Thief get your personal information?

Professional Identity thieves know exactly how to get your personal information and these are some of the common means used:

    1. They steal a purse or wallet, or personal information from the victim's home, or business information from the workplace.

    2. They steal bank statements, pre-approved credit card applications, cancelled checks or tax information from mailboxes.

    3. They divert your mail to another location by completing a change of address form.

    4. They "dumpster dive" for credit card receipts, statements and other personal data.

    5. They pose as a landlord or employer by fraudulently obtaining a credit report.

    6. They watch/ listen to a victim at an ATM machine or telephone for PINs (Personal Identification Numbers).

    7. They use personal information obtained from various Internet accounts.

    8. They scam victims through emails, posing as if genuinely interested in business.

    9. A person such as a waiter can write down your card number/ expiry date or capture your card information via a small handheld device and make unauthorized purchases with your information; this is known as “skimming”.

Once having obtained personal information, identity thieves commit crimes and fraud using your name and credit report. Some of the most common occurrences are:

    1. They open a new credit card account in the victim's name, use the card and don't pay bills which results in a bad credit report.

    2. They call the victim's credit card issuer to change the address of mailing and run up charges before the victim even realizes a loss.

    3. They establish a phone/ wireless service in the victim's name.

    4. They open new bank accounts in the victim's name and write bad checks on these accounts.

    5. They file for bankruptcy under the name of the victim.

    6. They counterfeit checks or debit cards and drain the money from the victim's bank account to their accounts.

    7. They buy cars by taking out auto loans using the victim's name.

    8. They give the victim's name to the police upon being arrested. Then after not showing on the court date, an arrest warrant is issued in the victim's name.