ONLINE BANKING
Frequently Asked Questions
Have a question? Chances are, you’ll find the answer here.
1. When /How will I get my replacement VDC since mine is going to expire?
Your new Visa debit card will automatically be mailed to you at the beginning of the month that your card expires in. It will be coming in a plain white envelope so be sure to check all junk mail that month. If you do not receive your new card by the 25th of the month, please reach out to a local branch to order a new card.
2. How do I order checks?
If you have ordered checks with us before, you can place a reorder within the online banking system. Please click on the Accounts menu option, then Reorder Checks. Fill in all the information, double check spellings and then submit. Please note ~ there may be a charge for your checks. If you have any questions about pricing, please contact a local branch or the Call Center.
3. How do I change my User ID or password?
Once you are logged into the Online Banking system please click on your name, then Profile. This is where you can make changes to your User ID, password, address, email or phone number.
4. How do I change my address?
Once you are logged into the Online Banking system please click on your name, then Profile. This is where you can make changes to your User ID, password, address, email or phone number.
5. What does pending debit mean on my account?
A pending debit is a check that is clearing your account. During the day we post incoming checks to your account to let you know what will be clearing later that night. Once the process is completed you will be able to see the check number and view an image. You are always welcome to inquire about the check details in the meanwhile by sending an inquiry or calling a branch or the Call Center. We understand the description is vague during this time.
6. What does Cash on Us mean on my account?
Cash on Us means that someone you wrote a check to went to a FNBN branch to either cash or deposit that check. This is a temporary place holder on your account until the check posts later that night. Then you will be able to see the check number and view the image like normal. You are always welcome to inquire about the check details in the meanwhile by sending an inquiry or calling a branch or the Call Center.
7. Where do I find a response to my transaction inquiry?
If you have sent an inquiry or a request in the Online Banking messaging system, the reply from FNBN would be found by clicking on your name within your online profile, then Messages. Here you will find responses to your questions, your check reorders, your statement changes and more. Please note, the Call Center that responds to these messages is only available Monday through Friday from 3pm to 10pm. If you need immediate assistance, please contact a local branch during business hours.
8. When will my mobile deposit be credited to my account?
To be credited the same day, mobile deposits must be submitted before 4pm. If the deposit is accepted, then it will be posted to your account later that night. If you submit the deposit after 4pm, then it will be credited on the night of the following business day. Please make sure your check is signed and has the words “FNBN Mobile Deposit Only” written on the back to help ensure it is accepted for deposit.
9. When will my external transfer be credited to my account?
External transfers take between 2-3 business days to credit to your account. When you create the transfer within our online banking system and pick your send date, the system will automatically show you the expected delivery date before you submit the transfer.
10. How to find/print your past statements from estatements?
To print your statements, select the menu option for eStatements under the Accounts tab. Then select the account you need and click on the statement you’d like to print. It should download to your computer and you can either save the statement as a PDF and print the PDF or depending on your computer there may be a print icon you can click once you open the file.
11. How do I redeem or find my rewards points?
Everything is now integrated into the Online Banking system under the Cards menu option. Once you click on Cards you will enter the Card Hub where you can turn your Visa debit card on and off, you can add travel notes, set up alerts and parameters for your purchases and view your rewards points. Once in the Card Hub you should see your rewards points listed there under the image of your debit card. It shows how many points you currently have available and if you select the rewards box, it will bring you to the uChoose Rewards web page. This is now the only way to get to your rewards points.
12. How do I add travel notes to my card when traveling out of state/country?
To add travel notes to your debit card when going out of state or country, find the Cards tab (located under the Menu tab in the app). Then scroll to the bottom of that page and select Manage Travel Plans. From there you can select Add Travel Plan and add the dates and location of your destination.
