iBranch! FAQs

Frequently Asked Questions about iBranch! Digital Banking

Logging In and Common Log In Issues

You can enroll in iBranch! Digital Banking by going to the login page and clicking on “enroll”. If you are enrolling from your mobile device, please download our Apple iOS or Google Play Store app first. View our login tutorial video to help guide you through the process. For additional information, please see the link on the side of the page to our searchable user guide.

For Apple users (iPhone or iPad), our mobile banking app is available via the Apple App Store. Search for "First Commerce iBranch Mobile."

For Android users, you will need to download the FCCU iBranch! Mobile Banking app from Google Play.

If you’re on a platform other than Apple or Android, you can access online banking via your HTML5-compatible mobile browser. To determine if your browser is HTML5-compatible, please visit https://html5test.com.

For additional assistance, please visit our video tutorial library, which includes videos under the Login and User Requirements tab and Mobile Banking tab. For more information, please see the link on the side of the page to our searchable user guide (to search on desktop, press Ctrl or the Apple icon + the letter F).

TIP: For Touch ID login, from the menu on the left side, go to “Settings,” then “Security Preferences,” then turn on “Touch ID”; you will then be prompted for your user ID and password and a fingerprint you have already set up through the Touch ID option on your device). Our video tutorial library includes a video that covers Touch ID; please view our video covering TouchID on our video tutorials page under the “Mobile Banking” tab. For additional information, please see the link on the side of the page to our searchable user guide.

 

If you are having trouble logging in on your app and none of the login issues FAQ tips have resolved the issue, as a last resort, please delete the app, uninstall it, turn off your phone, restart your phone, and reinstall the app. This sometimes helps clear the problem. For personal assistance, please call us at 850.488.0035 or 1.800.533.5772, email us at FCCUMemberServices@FirstCommerceCU.org or visit us at one of our 12 locations.

If you have forgotten your username, please call us at 850.488.0035 or 1.800.533.5772. Representatives are available 9 a.m. to 6:30 p.m. Monday-Friday and 9 a.m. to 1 p.m. Saturday. For security purposes, we will need to speak with the primary member on the account and verify some personal information.

If you have forgotten your password, on the login page, click the “forgot password” link. For personal assistance, please contact us.

The options to receive a secure access code are based on the contact information we have on file for the primary member on the account. If that information is incorrect or incomplete, you may have limited or no options to receive your code and complete the login process. Please call us at 850.488.0035 or 1.800.533.5772 for help with digital banking. Representatives are available 9 a.m. to 6:30 p.m. Monday-Friday and 9 a.m. to 1 p.m. Saturday.

If you received your Secure Access Code and haven’t used it within 15 minutes, it has automatically expired. If you have been having trouble logging in and have requested more than 1 Secure Access Code, the one you’re using might not be the most recent one issued. Please wait a few minutes and request a new access code and use that one right away.

If you have been locked out or are having trouble logging in and share a username with your spouse or someone else, for security reasons, we still need to speak to the primary member on the account to verify identity and provide assistance. We apologize for any inconvenience. You may enroll and set up a separate username with your personal information to log in to the joint account and have duplicate functionality other than BillPay. If more than one person on the account uses our BillPay services, you will not be able to share access to the same BillPay information if you have separate logins.

We have a developed a variety of resources that are available on our website anytime:

  • Short tutorial videos: Visit our full video library detailing some of the many features of our new iBranch! Digital Banking!
  • Searchable User Guides for personal and business banking: To search on desktop, press Ctrl or the Apple icon + the letter F.

For personal assistance, please contact us:

  • By calling us at 850.488.0035 or 1.800.533.5772. Representatives are available 9 a.m. to 6:30 p.m. Monday-Friday and 9 a.m. to 1 p.m. Saturday.
  • By visiting one of our 12 locations, where Digital Ambassadors are available to assist you (hours vary; please check our website for details).
    • Extended hours are available in Tallahassee at our Westside/Capital Circle NW, Mahan, and Thomasville Road drive-thrus, and in the lobby of our Valdosta, Ga., location, through our video teller service – no debit card required! (Some transactions require a photo ID.) Speak to a FCCU team member Monday-Friday, 7:30 a.m.-6:30 p.m. ET, and Saturdays 9 a.m.-1 p.m. ET.

 

BillPay

To ensure on-time payments to your merchants prior to their daily cutoffs, electronic BillPay payments will be processed and debited from your account one business day prior to the date you schedule your bill to be paid. If funds are not available on the date your payment should be processed, BillPay will attempt to make the payment twice a day for five days before the bill is cancelled. You will not be penalized by First Commerce or BillPay.

To adjust the amount, payment date or cancel a pending payment that has not yet been paid, follow these steps:

  • Select Bill Pay from the menu on the left (click "allow once" if prompted)
  • If on mobile app, click Full Bill Pay Site.
  • At the bottom of the Payee list is a Pending  section.  Click Edit beside the payment you wish to update.
  • Make required adjustment and click Submit.

Your previous transaction history, all BillPay payee information and scheduled transfers will be in the new iBranch! Digital Banking.

The 2017 BillPay history is also included. To view:

  • Go to FirstCommerceCU.org and login to your iBranch! Digital Banking account from the home page. Or from your mobile device, log in to the app.
  • Select Bill Pay from the menu on the left (click "allow once" if prompted)
  • If on mobile app, click Full Bill Pay Site.
  • Under Options, select Visit Bill Pay Site to open up the full Bill Pay site.
  • Under the list of payees, click View History.
  • If you were enrolled in BillPay prior to the launch of the new system, history since the beginning of 2017 will appear at the top of this screen labeled “History Prior to 07/12/2017

PopMoney and external transfers did not transfer into the new system. You will need to set up new transfers in FCCU Pay and link and external account. Please see the question and answer below for instructions. We apologize for the inconvenience.

  • Go to FirstCommerceCU.org and login to your iBranch! Digital Banking account from the home page. Or from your mobile device, log in to the app.
  • Select Bill Pay from the menu on the left (click "allow once" if prompted)
  • If on mobile app, click Full Bill Pay Site.
  • Select account to use for bill payments then click Enroll button.
  • For access to the full bill pay site, select Options  then click the link for Visit Bill Pay Site.
  • A "Welcome to your bill pay"  box will appear; click the green Continue button.
  • To add a new bill, click the + Add a Payee button and fill out the form
  • Congratulations! You've just added your first payee.

 

  • Select Bill Pay from the menu on the left (click "allow once" if prompted)
  • If on mobile app, click Full Bill Pay Site.
  • On the top, left side, click on + Add payee and follow prompts given

If you were enrolled to receive an eBill via BillPay in our previous system, eBills are not automatically being delivered. You can re-enroll the eBill in the new BillPay. Note: You may receive notification from your payee(s) that your bill delivery method has changed. To enroll an eBill, follow these steps:

  • Select Bill Pay from the menu on the left (click "allow once" if prompted)
  • If on mobile app, click Full Bill Pay Site.
  • Each eligible payee will show a Set up eBill option

 

To delete a payee:

  • Select Bill Pay from the menu on the left (click "allow once" if prompted)
  • If on mobile app, click Full Bill Pay Site.
  • Select the name of the payee you wish to delete from list shown.
  • Under name of payee, click Edit payee.
  • At the follow of payee information, check the box named I would like to delete this payee then hit submit. Please delete all pending transactions for a payee before deleting the payee.

 

  • Go to FirstCommerceCU.org and login to your iBranch! Digital Banking account from the home page. Or from your mobile device, log in to the app.
  • Select Bill Pay from the menu on the left (click "allow once" if prompted)
  • If on mobile app, click Full Bill Pay Site.
  • Click on the payee you wish to edit and then Edit Payee.
  • Click in the Payee nickname field to add a nickname of your choice.

 

To view a demo of BillPay, please go to Transactions>Bill Payment>Options>Visit BillPay Site>View Demo (top right corner).

For questions, please call BillPay directly at 1-888-819-5498.

To chat with a BillPay representative,

  • Select Bill Pay from the menu on the left (click "allow once" if prompted)
  • If on mobile app, click Full Bill Pay Site.
  • At the top of the page, click Chat Now.

For additional assistance, please call First Commerce at 850.488.0035 or 1.800.533.5772, send us a secure message through digital banking by selecting Messages, email us at FCCUMemberServices@FirstCommerceCU.org , or visit us at one of our 12 locations.

Mobile

Yes. You can register multiple devices – for example, your smartphone, tablet, and desktop…there is no limit, although they must be registered separately. In addition, on each device, you must register each browser separately. Remember for security reasons, we only recommend registering devices that are not shared or public.

Yes. You can log in on several devices simultaneously – for example, on mobile & tablet; mobile & desktop, etc.

Yes, TouchID will work on all compatible Apple devices and most Android mobile devices. TouchID can be found in the mobile app under Settings > Security Preferences. For additional information, view our short tutorial video on TouchID.

Each device – for example, your smartphone, tablet, and desktop – must be registered separately. In addition, on each device, you must register each browser separately. Remember for security reasons, we only recommend registering devices that are not shared or public.

If this is still happening, please check your browser settings to be sure they aren’t set to clear cookies after each session, which will prevent you from registering your device.

Mobile Deposit

To deposit a check or money order via Mobile Deposit, click on “Transactions,” then “Deposit Check” and follow the instructions to select which account it should go into, enter the amount, and take photos of the front and back of the check. We suggest you endorse the back of the check “FCCU Mobile Deposit” for your records. Deposits made by 4 p.m. ET are generally available the next business day. Please see our short tutorial video about Mobile Deposit.

Yes, as long as the money order is filled out completely and made payable to you or someone on the accounts.

For security reasons, there are guidelines to qualify for the usage of mobile deposit based on your average account balance and length of membership. There are also limits on how much can be deposited daily and monthly using mobile deposit. For details, please call us at 850.488.0035 or 1.800.533.5772, or visit us at one of our 12 locations.

For your history of mobile deposited checks, please visit Transactions, then Digital Activity Center. On your desktop, also see the link to Mobile Deposit Check History on the right side of your home page.

Requirements

You can access online banking via your HTML5-compatible desktop or mobile browser. To determine if your browser is HTML5-compatible, please visit https://html5test.com.

Yes. Our new digital banking system provides you the ability to bank anytime, anywhere, from any device — conveniently and securely.  For an experience consistent with banking from your desktop:

  • Current Apple ioS users will see the app update automatically if you have automatic updates set up; otherwise, please check your App Store to manually update the app.
  • Android users will need to download the new app and delete the old one
  • If you’re on a platform other than Apple or Android, you can access online banking via your HTML5-compatible mobile browser. To determine if your browser is HTML5-compatible, please visit https://html5test.com.

 

The only requirement is that your browser must be HTML5 compatible. We recommend updating your browser to the latest version available — not just to ensure compatibility with the new digital banking experience, but also to ensure anything you do online is as secure as possible. Browser versions below the following requirements will not provide functionality:

  • Internet Explorer – Version 11 and below
  • Firefox – Version 24 and below
  • Chrome – Version 30 and below
  • Safari – Version 6 and below

For more information, see our short tutorial video.

No. You’ll be able to access the tools you need to deposit checks within the iBranch! app.

Features

A Secure Access Code (SAC) is a powerful security asset that is more secure and more user-friendly than security challenge questions. Whenever you login to iBranch! Digital Banking on a new app or web browser on each device that you have not previously registered, you will use a SAC to authorize the access. Here’s how it works:

  • Enter your user ID and password as normal
  • The system will generate a code and you will select the method you prefer to receive it: via email, text message, or voice call based on the contact information on file for the primary member on the account. If your contact information is not current or is incomplete, call us at 850.488.0035 or 1.800.533.5772, or visit one of our 12 locations for assistance. If you are unable to successfully retrieve your code or if you no longer have access to any of the listed delivery methods please call us at 850.488.0035 or 1.800.533.5772, or visit one of our 12 locations for assistance.
  • Input this code into iBranch! to verify your identity
  • After the code is accepted, you can opt to register the device. This will allow you to bypass the SAC process for future logins on that app or browser for that device only. For security reasons, do not register devices that are public or shared devices.
  • SACs may also be required to confirm some high dollar transactions.

See our secure access code tutorial video.

You can edit your view by clicking and dragging on each account tile to rearrange them. You may also go to “Settings,” then Account Preferences and use the arrows on the right side. After you begin dragging an account, you will see a folder or “inbox” icon appear below that you can drop it into to create folders or groups of accounts. Any changes will be reflected across all devices you use to log in. Please also see the short video on this topic in our video tutorial library.

To hide accounts, go to “Settings,” “Account Preferences,” and click on the Account you want to hide. Click on “Visible” or to expand the account and toggle the “Visibility” button to the off position. Any changes will be reflected across all devices you use to log in.

Yes. With Card Management Services, the power to control settings on all of your FCCU debit and credit cards is in your hands. Under “Services” in the main menu of digital banking, Card Management Services will allow you to:

  • Freeze and unfreeze your card, or temporary block your card when you have misplaced it or it is out of your possession – Please note that freezing takes effect immediately and unfreezing takes up to an hour for debit cards.
  • Block/cancel a card that is lost or stolen and request a replacement card – Please note that blocking a card will permanently cancel it. If you need a new debit card, with our instant issue service, you can visit any of our 12 locations to pick up a new one (debit cards only).
  • Information about how to request or change a PIN via a secure website or phone.
  • Notify us of upcoming travel plans to avoid your account being flagged with potential fraudulent activity, blocking access while you are on your trip.
  • Request a replacement card – then, with our instant issue service, you will be able to simply visit one of our 12 financial centers to pick up a new card (debit cards only).
  • Request a balance transfer (credit cards only)

Additional instructions and information will display in Digital Banking for each service you select. If you have more than one FCCU card, be sure to carefully select the intended card before activating these services.

After any financial institution changes their online banking system, it may take QuickBooks a short period to recognize the new system. It should start connecting again automatically at that time. Here are links to some instructions to assist you:

Quicken/QuickBooks Web Connect Conversion Instructions

For Quicken/QuickBooks users, Direct Connect is now available! Direct Connect allows you to access your First Commerce account information, pay bills, transfer money and send other instructions to us right from within Quicken or QuickBooks. While FCCU offers free bill pay, Quicken/Quickbooks bill pay and transfers are products sold by Intuit. You will need to contact Intuit directly to set up these modules. With Direct Connect, you no longer have to sign into your First Commerce account and manually download transactions – Quicken/QuickBooks does this for you. (Please keep reading for tips for a smooth setup experience!)

If you prefer the existing method of connecting your account information and downloading your transaction history into Quicken/Quickbooks, Web Connect also remains available. The choice is yours!

If you are making the switch from Web Connect to Direct Connect, the first time you connect you may end up with duplicate transactions. Here are a few tips to help you with this:

  • To avoid duplicates, you can preemptively delete some of your old information. Since Direct Connect only accesses your last 90 days of transactions, preemptively deleting the past 90 days of data will avoid duplicates. Before doing this, always be sure to create a backup file of your data.
  • If you have already made the switch and have duplicate transactions, Quicken/Quickbooks only offers a manual delete method. For an easier way to remove multiple transactions, hold down the CTRL or Apple key while selecting the transactions you want to delete.
  • To avoid duplicates in the future, stay with one method of connecting (either web or direct.)

Since duplicate transactions are a known issue, Quicken/Quickbooks has more information about this topic on their website.

All transfer activity can be viewed under the transactions menu in the Digital Activity Center. You may view one-time transfers, recurring transfers, and mobile deposit history. Select these items across the top. To view your current and previously set up recurring transfers, select “recurring.” Recurring transfers may not be edited. To make a change, cancel the existing transfer and setup a new one. 

See our short tutorial video on the Digital Activity Center.

  • Navigate to Digital Activity Center under Transactions
  • Click “Recurring Transfers” from top of the Digital Activity Center page
  • Scroll to the transfer you wish to edit and select ‘Cancel Series’ from the Actions drop down
  • Once series is cancelled, return to the Funds Transfer page under Transactions
  • Set up new transfer and mark it recurring

Our Personal Financial Management (PFM) suite, similar to Mint or Quicken, gives you the ability to track your finances and plan for financial goals with more ease than ever before. With the First Commerce PFM suite, you can analyze spending analytics, view net worth charts, and set budgets.

For our members who have business accounts at First Commerce, exciting changes are coming. We’re launching a new Business Premium platform that will make banking easier so you can stay focused on your business. Perks for our Business Premium members will include payroll, tax payments, multiple user control, and other premium features. To find out more, please contact our Business Services team today at BusinessServices@FirstCommerceCU.org or by calling 850.410.3559.

Yes. Videos and searchable user guides are available here. To search on desktop, press Ctrl or the Apple icon + the letter F. A “help” button is also available in the menu of iBranch! Digital Banking.

Additional Instructions

Yes.  Initial set up of FCCU Pay, our person-to-person payment (P2P) system, requires a connection to a participating debit card which means the card is part of one of the following debit card networks: Pulse, STAR, NYCE, Accel, Shazam, CU24, and Maestro. If the debit card is not on one of these networks (usually visible on back of debit card), the recipient can enter routing and account numbers of destination account and ACH transaction will complete in 2-3 business days. 

  • To access our P2P, under the Transactions menu, click on “FCCU Pay (P2P).”
  • To access our new A2A, under Services, click on “Add External Account.” Then, verify using “Verify External Account” (also under Services). Once verified, your external account will be accessible from the transfers page in the “To” and “From” drop down menus. 

Yes, our real-time text and e-mail iAlerts! have not changed and you should continue to receive them as usual. To enroll, or change your iAlerts!, go to "Alerts," then "iAlerts." You may also set up security alerts in the next option underneath "iAlerts" on the menu.

You may also enroll in iAlerts! even if you are not a Digital Banking user – click here to enroll in iAlerts.

A feature of iBranch! is the addition of security alerts. Alerts include username/password/secure access code information changes, when forgot password is attempted, etc. To view all security alerts and edit eligible alerts, click Alerts and then Security Alerts from the main menu.

If you are an eStatement subscriber, you will have access to all of your e-statements. After you click the account tile from the Home (Accounts) page, eStatements are located under “Details”.

  • From the home page with your accounts listed, click on the account desired.
  • Click on Details or the lowercase “i” in the top right corner.
  • At the bottom of the Details box, there is a link to “Click here for E-statements
  • For security purposes you will only see the link for accounts where you are the primary member

To subscribe to paperless e-statements, please send us a secure message from within iBranch! or call us at 850.488.0035 or 1.800.533.5772. 

If you are having trouble logging in or need other assistance, we apologize for your inconvenience and are ready to assist you. Please call us at 850.488.0035 or 1.800.533.5772. Representatives are available 9 a.m. to 6:30 p.m. Monday-Friday and 9 a.m. to 1 p.m. Saturday.

You may also visit us at one of our 12 locations. In Tallahassee, our Westside/Capital Circle NW, Mahan Drive, Blairstone Rd., Thomasville Road and Bradfordville locations now have extended hours in the drive-thrus and in our Valdosta, GA locations at the video teller machines -- no debit card required! Speak to an FCCU team member Monday-Friday from 7:30 a.m. ET to 6:30 p.m. ET, and Saturdays 9 a.m. ET to 1 p.m. ET.

For questions, please call BillPay directly at 1-888-819-5498.

To chat with a BillPay representative,

  • Select Transactions from the menu on the left.
  • Click on Bill Payment.
  • For access to the full bill pay site, select Options  then click the link for Visit Bill Pay Site.
  • At the top of the page, click Chat Now.