FAQs

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Mobile Banking

How much does Mobile Banking cost?

Our mobile banking app is free to download and use. Standard data rates from your wireless provider may still apply.

Is it secure?

Yes, our mobile banking service utilizes data encryption, password access and application time-out when your mobile device is not in use. Only the mobile devices that you enroll can access your accounts. In addition, no account data is ever stored on your mobile device. In the event your mobile device is lost or stolen, the service can be immediately disabled on the Mobile Banking Center through OnLine Banking or by calling us at 1-877-367-8178.

Which wireless carriers are supported?

We support most wireless phone carriers, including AT&T, Sprint, T-Mobile, and Verizon.

Do I need a data plan?

Yes, a data plan is needed. Please check with your wireless carrier for more information.

Do I need to be enrolled in OnLine Banking?

Yes, you must first enable your  account(s) for OnLine Banking before using Mobile Banking. You can enroll in OnLine Banking here.

How do I get Mobile Banking?

You may enroll in Mobile Banking using one of two methods: 

  • Activation Code - Sign in to Online Banking on your computer and choose the Mobile Banking option. Enroll your mobile device and follow the activation instructions.
  • Downloading App - Our app is free and can be downloaded to the following app stores:
    • Tablet App: iTunes, Google Play
    • Smart phone App: iTunes, Google Play

Am I eligible for Mobile Deposit?

You are eligible for Mobile Deposit if you have a First Federal personal checking, savings or money market account. (Excludes Access Banking)

What types of checks are accepted?

Most domestic checks may be processed through Mobile Deposit. We are unable to accept money orders, foreign checks or savings bonds.

Is there a limit to the amount of deposits I can submit?

Yes, the limit is $2,500 daily and $5,000 every 20 business days. Any items presented in excess of the limits will be rejected but can be deposited at your local branch. You may request a higher limit by calling 1-877-367-8178.

How do I make a Mobile Deposit?

Using First Federal Bank's Mobile Banking app, go to the menu icon located at the top left of the screen and select "Check Deposit" and follow the on-screen prompts. You must endorse your check "For Mobile Deposit Only" in addition to your signature to successfully deposit.

How will I know if my check has been deposited?

Once your deposit has been received we will send you a confirmation email. When your deposit is processed, you will receive a second e-mail notification on the status of your deposit. This e-mail will indicate if the deposit was approved or declined for processing. If declined, a reason will be provided.

How do I endorse my checks?

You can endorse by writing “For Mobile Deposit Only” on the back of your check above the endorsement line in addition to your signature.

I submitted a deposit for the wrong amount; do I need to resubmit the deposit?

No, you do not need to resubmit your deposit. If you entered the wrong amount for the deposit, our operators will correct the deposit amount.

When will my deposit post to my account?

Deposits may be made with Mobile Deposit at any time. If your deposit is approved before our 4 p.m. daily cutoff time, your deposit will post to your account the following business day (business days are defined as Monday – Friday). If your deposit is made after the daily cutoff time, your funds will be available the second business day.

For example, if you deposit a check at 10 p.m. on a Monday evening, the funds will not post to your account until Wednesday morning. Please refer to the Terms and Conditions document for more information.

Will my mobile deposit show in my transaction history?

All deposits will be in the check deposits “recent” history which can be reviewed immediately after the deposit is submitted. The deposit will indicate “submitted” until received and processed. It will be listed as “approved” once the deposit has been reviewed. The deposit will NOT be in the transaction history for the account until it has been credited.

What if I submit the same deposit twice?

If the same deposit is submitted twice, it will be identified and stopped by our processors. Should this occur, you will receive a declined deposit notification.

A check I submitted was returned for Non-Sufficient Funds. Can I resubmit it?

No, you must contact the maker of the check at that time to either obtain a new check or payment by other means.

Can I photograph more than one check at a time?

You may photograph multiple checks during the same mobile deposit session; however, you may only photograph one check at a time.

What if the check image I photographed was unclear?

You have the option to retake photographs of a check before submitting or you may cancel the deposit. The system will notify you if the image is unclear and cannot be processed. If you are unable to photograph a clear image, please deposit your check at one of our offices or ATMs.

Do I destroy my check after I photographed the deposit?

No, keep the check for 60 days then securely destroy the check.

Putting the check through a shredder is the most secure way to destroy it. Do not VOID the check after submittal in the event that the deposit is not approved and needs to be re-submitted.

What type of Internet connectivity do I need?

Your mobile devices must have an appropriate data plan and/or Wi-Fi connectivity.

What is Device Enrollment?

Device enrollment allows the user to register for Mobile Banking using their mobile device, instead of a personal computer. This added convenience means that users may register their device while on-the-go.

How does device enrollment work?

Device enrollment validates the user's banking relationship by asking the user to provide their credentials and mobile telephone number.

What is my User ID?

Your User ID is the same User ID you established for OnLine Banking.

Can I save my User ID on the device?

Yes, you may save your User ID by selecting "Save My User ID" on the login screen. For enhanced security, the User ID will then be presented in the future in a masked format, hiding some of the characters. You may also remove the User ID, at a later time, by simply changing the prompt to "Off".

What is my Password?

Your Password is the same Password you established for OnLine Banking.

What if I do not remember my User ID or Password?

Contact customer service at 1-877-367-8187 or visit one of our branches.

What do I use for a Mobile Number if I am using a tablet or MP3 device, such as an iPad® or iPod®?

When you use a non-phone device, such as tablets and MP3 players that are Internet-enabled and a phone number is requested, enter a phone number you can easily remember, such as your home phone or office phone.

What is Bill Pay?

Bill Pay allows you to pay bills online, saving you time, envelopes and stamps. It is an optional service available through OnLine Banking.

Where do I enroll for Bill Pay?

You enroll for Bill Pay through your OnLine Banking account. Once enrolled, you will be able to access Bill Pay on your mobile device.

How do I pay a bill?

Using First Federal Bank's Mobile Banking app, go to the menu icon located at the top left of the screen and select "Pay Bill". The on-screen prompts will guide you through choosing the payee, the payment account, send or due date and amount. Then you may enter an optional memo.

How are payments made?

Depending on the payee's capabilities, payments are issued via paper checks or electronically.

How do I manage payees?

You may manage your payees, including activating and deactivating by logging into OnLine Banking and accessing the list of payees.

How do I cancel a payment on my mobile device?

To cancel a payment, select the "Bill Pay" option from the main menu, then select "Scheduled". The system will respond with a list of payments currently scheduled and unpaid. Choose from this list the payment you wish to cancel. The system will display the payment details. From this screen, select "Cancel Payment". The system will ask you to confirm that you wish to cancel the payment.

How do I see previous bill payments on my mobile device?

To view previously paid bills, select the "Bill Pay" option from the main menu and then select "Recent". Your display will refresh with a list of completed bill payments in a summary format. Select an item to see the payment's details.

How do I handle a dispute with a payee?

If you have an issue with a bill or a specific item on the bill, contact the payee directly. Remember, you may pay the desired amount in Bill Pay while you are disputing items.

I received an activation code but never used it. What do I do now?

Activation codes expire after a specific period of time. If you need a new one, return to the Mobile Banking Center through OnLine Banking and request a new activation code.

What happens if I get a new mobile device or change phone numbers?

If you get a new mobile device or change phone numbers, be sure to return to the Mobile Banking Center via OnLine Banking and update your mobile device profile to remove your old device and enroll your new device.

Can I use Mobile Banking on more than one device?

Yes. Visit the Mobile Banking Center and simply enroll (and then activate) another device.

I activated Mobile Banking on my device. Why am I being asked to activate it again?

At the time of activation a "cookie" is stored on your device which allows the Mobile Banking system to remember that you activated. The cookie is only visible by the Mobile Banking system and does not contain personal information. Some devices may require you to enable cookies or periodically erase them, requiring reactivation.

If you are experiencing this issue, check your settings to ensure that cookies are enabled. If cookies are enabled and the issue persists, please contact your mobile network carrier or device manufacturer for cookie support information. If you would like to reactivate, text R or RECOVER to 79680. If First Federal Bank supports enrollment on your mobile device, you will not need to provide an activation code. However, you may be asked to enroll again due to issues with cookies.

What if my device is lost or stolen?

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

Online Account Opening

What does it mean to have a hold on my account?

A hold means that although we have received your deposit, you will not be able to use the funds for cash withdrawals or transfers until the hold period has expired.

For new accounts funded by external transfers (Automated Clearing House [ACH] or direct deposit), a temporary hold for 5 business days will be placed on your account. The funds in your new account will be available to you on the 6th business day after your account is funded.

For new account funded by credit or debit cards, a temporary hold for 3 business days will be placed on your account. The funds in your new account will be available to you on the 4th business day after the account is funded.

How can I speed up my application?

If you already have an eligible account* with us, we can expedite your application using your existing information. Sections of your new account application will populate with information we have on file.

*An eligible account is a deposit account (excluding CDs), or a loan in which you are an owner.

Which ownership type should I choose?

If you will be the only person to have ownership on this account, select Individual. If you want to add a co-owner to the account, select Joint.

How do I make this a Payable-on-Death (POD) account?

To add this as a Payable-On-Death (POD) account, please visit your nearest branch. You will need to provide the home address and date of birth of the POD. A POD allows remaining account funds to go directly to an appointed beneficiary without processing through a probate court and is available for all personal checking, savings and certificate of deposit accounts.

How can I find my security code (CVV)?

Turn your card over and look at the signature box. You should see either the entire 16-digit credit or debit card number or just the last four digits followed by a special 3-digit code. This 3-digit code is your CVV number / Card Security Code

How is my personal information used?

Federal law requires that all financial institutions obtain, verify, and record personal information that identifies each person who opens an account. Your information is securely stored on your account and recorded once your new account is opened.

How do I change my personal information?

If your information is incorrect or needs to be changed, please call us at 1-877-367-8178.

Do I need to be a U. S. citizen to open an account?

Yes, you must be a U.S. citizen in order to open an account.

What is a U.S. person?

A U.S. person is defined as:

  • any individual who is granted U.S. citizenship;
  • or any individual who is granted U.S. permanent residence ("Green Card" holder);
  • or any individual who is granted status as a "protected person" under 8 U.S.C. 1324b(a)(3);
  • any corporation/business/organization/group incorporated in the United States under U.S. law;
  • any part of U.S. government.

How much will my checks cost?

Our standard checks come in packs of 50 at a rate of $16.75 including tax, shipping and handling.

When will I receive my checks?

You will receive your checks 7-10 business days from the date your new account is funded.

When will I receive my debt card?

You will receive your debit card 7-10 business days from the date that the new account is funded.

Why do I need to review and accept disclosures?

Disclosures contain the important terms and conditions that apply to your new account. Reviewing and accepting disclosures ensures that you are informed about how we will manage your new account.

Why can't I click the check mark boxes?

You must open and review the disclosure before check marking "I have read and agree to the disclosure".

What is backup withholding?

Backup withholding is a process by which the Internal Revenue Service (IRS) ensures that applicable federal income taxes are paid on certain types of income received by a taxpayer. In the enrollment process, answer "Yes" to the questions "Backup Withholding" if the IRS has notified you that you are subject to backup withholding. For more information, please refer to the instructions on IRS Form W-9, Request for Taxpayer Identification Number and Certification, available on the IRS website at http://www.irs.gov/.

Business Internet Banking

What is an operating system?

An operating system is software that manages computer hardware and software resources and provides common services for computer programs.

What operating systems does Business Internet Banking support?

Operating System Apple Inc. Safari Microsoft Internet Explorer Microsoft Edge Mozilla Firefox Google Chrome
Windows 7 64 bit - 10,11 - 36 or higher 39 or higher
Windows 8.1 32 bit - 10 - - 39 or higher
Windows 8.1 64 bit - 11 - 36 or higher 39 or higher
Windows 10 - 11 20.x 36 or higher 39 or higher
Mac OS X 10.9 (Mavericks™) 7 - - - -
Mac OS X 10.10 (Yosemite™) 8 - - - -

What makes one operating system more secure over another?

Security ratings are determined by an operating system's capabilities to protect from threats, viruses, worms, malware or remote hacker intrusions.

Will I still be able to access Business Internet Banking without updating my operating system?

To protect your sensitive account information, you will not be able to access Business Internet Banking.

Why should I update my operating system?

Updating your operating system will ensure your private information is protected from harmful viruses, spyware and other malicious software.

Why is Windows XP no longer supported?

On April 8, 2014, Microsoft support for Windows XP ended.

Unsupported versions of Windows will no longer receive software updates from Windows Update. These include security updates that can help protect your PC from harmful viruses, spyware, and other malicious software which can steal your private information. Learn more at Windows XP Support.

How do I update my operating system?

For more information about upgrading to a new Windows operating system, please visit Windows Upgrades. For more information about upgrading to a new Mac OS X, please visit Mac Upgrades.

What is a web browser?

A web browser is software installed onto your computer that allows you to access the Internet and web based applications.

What makes one browser more secure over another?

Security levels for browsers are mostly determined by their level of data encryption. Some browsers scramble information while passing through the Internet.

Will I still be able to access Business Internet Banking without updating my browser?

To protect your sensitive account information, you will not be able to access Business Internet Banking.

Why should I update my web browser?

Updating your browser on a regular basis will provide additional defense against hackers and identity thieves.

How do I update my browser?

You can update your browser by visiting the websites below:

Business Mobile Banking

How much does Business Mobile Banking cost?

Our business mobile banking app is free to download and available at the following app stores:

Standard data rates from your wireless provider may still apply.

Is it secure?

Yes, our business mobile banking service utilizes data encryption, password access and application time-out when your mobile device is not in use. Only the mobile devices that you enroll can access your accounts. In addition, no account data is ever stored on your mobile device. In the event your mobile device is lost or stolen, the service can be immediately disabled. To disable go to the "Administration" menu on Business Internet Banking and select disable under "Manage Mobile Banking Settings" or call Treasury Management Support at 419-785-3750.

Which wireless carriers are supported?

We support most wireless phone carriers, including AT&T, Sprint, T-Mobile, and Verizon.

Do I need a data plan?

Yes, a data plan is needed. Please check with your wireless carrier for more information.

Do I need to be enrolled in Business Internet Banking?

Yes, you must first enable your account(s) for Business Internet Banking before using Business Mobile Banking. You can enroll in Business Internet Banking here.

 

How do I sign up for Business Mobile Banking? 

Contact a Treasury Management Support Specialist to activate by calling 419-785-3750. Once your Business Internet Banking profile is approved for Business Mobile Banking, simply download our app from the app stores below: 

What is my User ID?

Your User ID is the same User ID you established for Business Internet Banking.

Can I save my User ID on the device?

Yes, you may save your User ID by selecting "Save My User ID" on the login screen. For enhanced security, the User ID will then be presented in the future in a masked format, hiding some of the characters. You may also remove the User ID, at a later time, by simply changing the prompt to "Off".

What is my Password?

Your Password is the same Password you established for Business Internet Banking.

What if I do not remember my User ID or Password?

Contact Treasury Management Support at 419-785-3750 or visit one of our branches.

What is my Company ID?

Your Company ID is the same Company ID you established for Business Internet Banking.

What do I use for a Mobile Number if I am using a tablet or MP3 device, such as an iPad® or iPod®?

When you use a non-phone device, such as tablets and MP3 players that are Internet-enabled and a phone number is requested, enter a phone number you can easily remember, such as your home phone or office phone.

Am I eligible for Business Mobile Deposit?

You are eligible for Business Mobile Deposit if you have a First Federal Business checking, savings or money market account. To activate Business Mobile Deposit, call Treasury Management support at 419-785-3750. 

What types of checks are accepted?

Most domestic checks may be processed through Business Mobile Deposit. We are unable to accept money orders, foreign check, savings bonds and third-party checks.

Is there a limit to the amount of deposits I can submit?

Yes, the limit is $5,000 daily and $25,000 every 20 business days. Any items presented in excess of the limits will be rejected but can be deposited at your local branch. You may request a higher limit by calling Treasury Management Support at 419-785-3750.

How do I make a Business Mobile Deposit?

Using First Federal Bank's Business Mobile Banking app, go to the menu icon located at the top left of the screen and select "Check Deposit" and follow the on-screen prompts. You must endorse your check "For Mobile Deposit Only" in addition to writing the name of the business account to successfully deposit.

How will I know if my check has been deposited?

Once your deposit has been received we will send you a confirmation email. When your deposit is processed, you will receive a second e-mail notification on the status of your deposit. This e-mail will indicate if the deposit was approved or declined for processing. If declined, a reason will be provided.

How do I endorse my checks?

You can endorse by writing “For Mobile Deposit Only” on the back of your check above the endorsement line in addition to the name of the business account. For personal checks, you must endorse your check "For Mobile Deposit Only" in addition to your signature.

I submitted a deposit for the wrong amount; do I need to resubmit the deposit?

No, you do not need to resubmit your deposit. If you entered the wrong amount for the deposit, our operators will correct the deposit amount.

When will my deposit post to my account?

Deposits may be made with Business Mobile Deposit at any time. If your deposit is approved before our 4 p.m. daily cutoff time, your deposit will post to your account the following business day (business days are defined as Monday – Friday). If your deposit is made after the daily cutoff time, your funds will be available the second business day.

For example, if you deposit a check at 10 p.m. on a Monday evening, the funds will not post to your account until Wednesday morning. Please refer to the Terms and Conditions document for more information.

Will my mobile deposit show in my transaction history?

All deposits will be in the check deposits “recent” history which can be reviewed immediately after the deposit is submitted. The deposit will indicate “submitted” until received and processed. It will be listed as “approved” once the deposit has been reviewed. The deposit will NOT be in the transaction history for the account until it has been credited.

What if I submit the same deposit twice?

If the same deposit is submitted twice, it will be identified and stopped by our processors. Should this occur, you will receive a declined deposit notification.

A check I submitted was returned for Non-Sufficient Funds. Can I resubmit it?

No, you must contact the maker of the check at that time to either obtain a new check or payment by other means.

Can I photograph more than one check at a time?

You may photograph multiple checks during the same mobile deposit session; however, you may only photograph one check at a time.

What if the check image I photographed was unclear?

You have the option to retake photographs of a check before submitting or you may cancel the deposit. The system will notify you if the image is unclear and cannot be processed. If you are unable to photograph a clear image, please deposit your check at one of our branches or ATMs.

Do I destroy my check after I photographed the deposit?

No, keep the check for 60 days then securely destroy the check. Putting the check through a shredder is the most secure way to destroy it. Do not VOID the check after submittal in the event that the deposit is not approved and needs to be re-submitted.

What type of Internet connectivity do I need?

Your mobile devices must have an appropriate data plan and/or Wi-Fi connectivity.

What is Business Mobile Bill Pay?

Business Mobile Bill Pay allows you to pay bills online, saving you time, envelopes and stamps. It is an optional service available through Business Internet Banking.

Where do I enroll for Business Mobile Bill Pay?

You enroll for Business Mobile Bill Pay through your Business Internet Banking account by contacting Treasury Management Support at 419-785-3750. Once enrolled, you will be able to access Bill Pay on your mobile device.

How do I pay a bill?

Using First Federal Bank's Business Mobile Banking app, go to the menu icon located at the top left of the screen and select "Pay Bill". The on-screen prompts will guide you through choosing the payee, the payment account, send or due date and amount. Then you may enter an optional memo.

How are payments made?

Depending on the payee's capabilities, payments are issued via paper checks or electronically.

How do I manage payees?

You may manage your payees, including activating and deactivating by logging into Business Internet Banking and accessing the list of payees.

How do I cancel a payment on my mobile device?

To cancel a payment, select the "Bill Pay" option from the main menu, then select "Scheduled". The system will respond with a list of payments currently scheduled and unpaid. Choose from this list the payment you wish to cancel. The system will display the payment details. From this screen, select "Cancel Payment". The system will ask you to confirm that you wish to cancel the payment.

How do I see previous bill payments on my mobile device?

To view previously paid bills, select the "Bill Pay" option from the main menu and then select "Recent". Your display will refresh with a list of completed bill payments in a summary format. Select an item to see the payment's details.

I am enrolled into Business Mobile Bill Pay but I am receiving a message that I am not authorized for Bill Pay?

Business Internet Banking accounts that have more than one Tax Identification Number (TIN) enrolled into Bill Pay will not be eligible to use Business Mobile Bill Pay. You may pay bills by logging into Business Internet Banking. 

How do I handle a dispute with a payee?

If you have an issue with a bill or a specific item on the bill, contact the payee directly. Remember, you may pay the desired amount in Bill Pay while you are disputing items.

I originate ACH and wire transactions using Business Internet Banking. Am I able to approve ACH or wire transactions through Business Mobile Banking?

Yes, businesses with cash management services such as ACH and wire online origination may approve pending ACH or wire transactions using Business Mobile Banking in combination with the RSA token. 

How can I approve a pending ACH or wire transaction using the Business Mobile Banking app? 

Go to the navigation menu and select "Approvals". If a transaction is pending approval, it will be found under the "Today" tab. Click on the pending transaction and select "Transmit". You will be prompted to enter your RSA token passcode, the same way you approve pending transactions in Business Internet Banking. 

I am an ACH or wire token approver, but I cannot approve an ACH or wire transactions using the Business Mobile Banking.

The approval service for Business Mobile Banking must first be requested by the Company Administrator by contacting Treasury Management Support at 419-785-3750 and requesting ACH and wire approvals. Additional users who have the token approval role for ACH or wire transactions will be able to approve pending ACH or wire transactions using the Business Mobile Banking once the Administrator has requested the Approval service.

Why can’t I originate an ACH or wire transaction using the Business Mobile Banking?

The Business Mobile Banking allows a user to approve pending ACH or wire transactions only. ACH and wire transactions can be originated by logging into Business Internet Banking. Changes to a pending ACH or wire transaction must also be completed using Business Internet Banking.

My ACH or wire transaction failed. Why would this happen?

ACH and wire transactions are subject to the ACH and Wire cumulative daily limits established by First Federal Bank and the Company Administrator. If you are over your daily ACH limit, please contact the Company Administrator or call Treasury Management Support at 419-785-3750 for further assistance.

ACH and wire transactions are also subject to daily processing cut-off times. ACH files effective for the next business day must be approved by the daily cut-off of 4:30 p.m. Eastern. Same-day domestic wires must be approved by the daily cut-off of 2:00 p.m. Eastern, while same-day international wires must be approved by 11:30 a.m. Eastern. To change the date of a pending transaction the user who submitted the transaction for approval must log into Business Internet Banking and edit the pending transaction’s effective date. 

What happens if I get a new mobile device or change phone numbers?

If you get a new mobile device or change phone numbers, be sure to return to the Business Mobile Banking Center via Business Internet Banking and update your mobile device profile to remove your old device and enroll your new device.

Can I use Business Mobile Banking on more than one device?

Yes. Simply enroll for Business Mobile Banking directly from your other mobile device. 

I activated Business Mobile Banking on my phone's browser. Why am I being asked to activate again and answer challenge questions?

At the time of activation, a "cookie" is stored on your phone's browser which allows the Business Mobile Banking system to remember that you activated. Some phones may require you to enable cookies or periodically erase them, requiring reactivation. If you are experiencing this issue, check your phone's settings to ensure that cookies are enabled. If cookies are enabled and the issue persists, please contact your mobile network carrier for cookie support information on your mobile phone.

What if my device is lost or stolen?

If you are concerned about misuse of your mobile device, contact your mobile service provider immediately to stop all wireless service. Additionally, sign on to Business Internet Banking and disable or remove your device within the "Manage Mobile Banking Settings" under the "Administration" menu.

I am enrolled into Business Mobile Deposit, but the Business Mobile Banking app does not give me the Check Deposit option on my device.

Smartphones and other devices such as tablets must have a rear-facing, auto-focus, 3MP+ (mega pixel) camera. Devices that do not meet the minimum criteria will not see the Check Deposit option in the app menu and are not eligible for Business Mobile Deposit on that device.

Chip Cards

When will First Federal Bank issue chip debit cards?

Yes, the EMV chip adds an additional layer of security to the transactions processed with your card present. Your existing card remains as secure as it has been.

Do I need to update my recurring debit card payments?

The card numbers will remain the same, however, the expiration date on your new card will change along with the CVV code on the back. Therefore, it is vitally important to update your account information on all recurring charges or credits that you have authorized on your First Federal Bank MasterCard debit card. This tool will help you to organize your recurring payments and see where updates should be made. Download here.

Is my First Federal Bank debit card safe to use without the chip?

Yes, the EMV chip adds an additional layer of security to the transactions processed with your card present. Your existing card remains as secure as it has been.

Will I need to replace my debit card in my Apple Pay® wallet?

Yes, you will need to go to Settings - Wallet & Apple Pay – select your First Federal Bank debit card - scroll to the bottom of the page and select Remove Card – select Remove Card again. Then you will need to reload your new chip debit card into your wallet.

What do I do with my old card?

Once you have activated your new chip debit card, destroy your old card in a secure manner.

What is a chip card?

A chip card—also known as an EMV card—is a debit card with an added layer of security when you pay with your debit card at a chip-enabled terminal.

How does the chip card work?

If the merchant has a chip-enabled terminal, simply insert your chip card face up in the terminal. The chip card will remain in the terminal while the transaction is processed. To authorize your transaction, just follow the prompts as you do today. You’ll be prompted to enter your PIN or to provide a signature as you normally would to verify the transaction. If the transaction amount is low, you may not be required to do either.

 

Why are chip debit/credit cards more secure?

Yes, when purchases are made using chip technology at chip-enabled terminals, the transaction is more secure because of a unique process that is used to determine if the card is authentic. This makes the card more difficult to counterfeit or copy.

Will chip debit/credit cards prevent all fraud from happening?

No, as the industry continues to develop new ways to protect consumers, perpetrators continue to look for new ways to commit fraud. Chip cards provide an additional layer of security at chip-enabled terminals.

Will I be liable for fraudulent purchases with my card?

No, you will not be liable for fraudulent purchases made with your debit card even if the terminal is not chip-enabled. Just remember to contact First Federal Bank as soon as possible if you identify any unauthorized activity on your account at 1-877-367-8178.

Can I use my chip debit/credit card at merchants that don't have a chip-enabled terminal yet?

Yes, in addition to the embedded chip that provides an added layer of security at chip-enabled terminals, your card will continue to have the traditional magnetic stripe, enabling you to use it at merchants who do not yet have a chip-enabled terminal.

Are there any additional fees associated with using a chip debit/credit card? 

There is no additional cost to have or to use your new card with chip technology.

Can I get cash back with my chip debit/credit card?

The cashback option is determined by the individual merchant. If cash back is an option, you would need to use the debit function when processing your payment.

What if my card doesn't work when inserted into a chip-enabled terminal?

  • The chip-enabled terminal is installed, but not turned on. Some merchants are not yet allowing debit chip cards to be inserted. This may occur in the short-term while terminals are becoming chip-enabled. If you insert your chip debit card and nothing happens, please swipe your card to complete your transaction.
  • The chip-enabled terminal is turned on for chip credit cards only. Some merchants are only allowing chip credit cards to be inserted and plan to allow chip debit cards at a later date. If you insert your chip debit card and nothing happens, please swipe your card and complete your transaction. This does not mean there is anything wrong with the chip on your card.

You may always choose to swipe your card first, and if the merchant accepts chip debit cards, you’ll be instructed to insert your card into the terminal.

Will my chip debit card work at all ATMs?

Yes, your card will work at both a chip-enabled ATM and at ATMs where only magnetic stripe transactions are accepted.

  1. Insert your card face-up in the ATM to begin your transaction. 
  2. Follow the on-screen instructions (chip-enabled ATMs will hold your card during the transaction). 
  3. Take your card when prompted.

SecurLock

What is SecurLOCK Communicate?

SecurLOCK Communicate is a fraud prevention service that uses individual cardholder, transactions, and merchant data to identify high-risk activity. Fraud alerts are then generated and communicated to the cardholder via SMS, phone, or email for validation to prevent additional fraud.

Will I be charged for this service?

No, First Federal Bank will not charge for this service. We absorb the SMS text alert costs for U.S. consumers who have their service through AT&T, Verizon, Sprint, and T-Mobile. The cardholder may stop the text messages at any time by simply typing the word STOP in a response to the SMS.

How do I enroll?

We have already included you in these enhanced services as part of our fraud protection services.

When will I receive notifications?

While SecurLOCK constantly monitors for fraud, we only call during certain hours so cardholders are not disturbed during typical sleeping hours. Agents are available 24/7.

Will SecurLock work if I live in Canada?

For Canadian consumers, both text and email alerts are available.

Can the alerts be sent to customers traveling internationally?

These customers have U.S. numbers, but are traveling overseas, possibly on a non-US carrier. We are unable to send text or phone calls internationally, but please make sure your email address is current as we can always email you 24 hours a day 7 days a week.

What triggers these alerts?

Transactions that we have identified as potential fraud triggers the alerts.

How can I identify that the SMS, voice message or email is actually from First Federal Bank before I respond?

We will never ask you for your card number or information about transactions. We will always provide you with the transaction information and ask you to validate that the transaction(s) were completed by you or someone that you have authorized, or were NOT authorized.

If I receive an alert, does that automatically block my account from further purchases?

The majority of suspected fraud accounts will be blocked, just as they are today. However, some small or reoccurring transactions may not be declined by the block. 

If I respond back that the transaction(s) are valid, will you automatically unblock my account?

Yes, though please keep in mind that it could take 5–10 minutes for a block to be removed in some situations.

If a transaction is declined due to suspected fraud, but I validate that I did make the purchase, can I try to complete the purchase again?

Once the alert is updated in our fraud system, you can attempt the transaction again, usually within 5 – 10 minutes of the initial call/text/email to validate activity.

What if my “yes” or “no” text response has a typo?

The system will accept many common typo variations of the “yes” or “no” text message response. If the system cannot understand what was typed, it will generate a message to call a representative for help.

How does incoming and outgoing voice calls work?

SecurLOCK has the ability to recognize your phone number on record as a mobile phone or landline. If we do not receive a response to the text(s), the system sends an automated voice call asking you to confirm if authorizations are valid or unrecognized. If you select “Not Recognized,” the call is transferred to an agent to confirm the fraudulent transaction(s). If there is no response to the text or voice call, an email is sent requesting that you confirm the transactions are valid.

How can I stop text messages if I don’t want to receive them any longer?

All you need to do is respond back to the SMS text alert with the word STOP. U.S. consumers who have service through AT&T, Verizon, Sprint, and T-Mobile will not be charged message or data rates for our fraud alerts. We absorb that cost for you!

Can I establish preferences through my mobile app?

Communicate alerts are not configured through a mobile app, but rather through our fraud systems. The standard order of engagement is:

  1. Text
  2. Voice Call
  3. Email

Alerts generated overnight result in an email only until calling and texting hours are available. Text will be sent from 7:00 a.m. to 10:00 p.m. in the cardholder’s time zone. Calls will be sent from 8:00 a.m. to 9:00 p.m. in the cardholder’s time zone.

Is there a difference for consumer and business cardholders?

No, but we will contact the cardholder using the contact information on file for the card. In the case of a business, that may be a security officer or someone designated by the business at the time of application. It is very important to notify us when contact information changes.