One-on-One Guidance

Question 1

How do I enroll in FCCU digital and mobile banking?

Answer

Once you open your account, you may enroll in Digital Banking or download the First Commerce mobile app from the App Store (iOS) or Google Play (Android).
To enroll a Business account, visit the Enrollment Page.

Question 2

Will my computer or mobile device be able to access Digital Banking?

Answer

Yes! Members can enroll and use Digital Banking with iOS and Android devices (smartphones or tablets) by downloading the free First Commerce Digital Banking app for iPhone or Android.
Web browsers can be utilized on desktop and mobile devices.
Digital Banking is supported on the following browsers: Google Chrome, Mozilla Firefox, Microsoft Edge, and Apple Safari. The current and previous two browser versions are supported. Internet Explorer is NOT supported.
We recommend updating your browser to the latest version available – not only to ensure compatibility with the Digital Banking experience, but also to ensure the latest security updates.

Question 3

Why am I seeing multiple accounts? Why would an account be missing?

Answer

Your Digital Banking login will give you access to all accounts your Social Security number is associated with (Primary or Joint).

Question 4

What should I do if I can’t log in?

Answer

To recover your login ID, select “Recover Login ID and Password” on the login screen. On the “Forgot Login ID/Password” section, please provide either your Login ID or both your Account Number and your full Social Security Number (SSN). You will be given a temporary password to use to retrieve your Login ID.
For security purposes, Digital Banking accounts become inactive when you haven’t logged in for 6 months. Once inactive, the member must re-enroll in Digital Banking.

Question 5

What should I do if my app isn’t working properly?

Answer

Check your internet connection. The FCCU mobile app utilizes real-time data to give you accurate and up-to-date account information. Weak or no internet connections will limit app functionality.
Check your device’s app store to ensure you are on the latest version of the mobile app and update if needed.
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.
If you are still experiencing issues with a stable internet connection and the latest up-to-date version of the app, please contact us for assistance at 850.488.0035 or 1.800.533.5772.

Question 6

How do I use FCCU Mobile Deposit?

Answer

You will need a tablet or a smartphone with a camera. In the mobile app, select mobile deposit from the menu. Follow the instructions including selecting the account for the deposit, entering the amount of the check, and taking clear photos of the front and back of the check. (If you have trouble with the photos being accepted, try capturing an image of the check on a dark background with adequate lighting.)
Mobile deposit can only be found in the mobile app. If you are utilizing a browser, please download the mobile app to utilize mobile deposit.

Question 7

Am I eligible to use Mobile Deposit?

Answer

First Commerce members are automatically granted access to mobile deposit, with no separate enrollment or approval process.
New members will be able to access mobile deposit within 2 days of opening their account.

Question 8

Why are the funds from the mobile deposited check not showing up in my account?

Answer

Deposits made by 4 p.m. ET are generally available the next business day.
To view a check’s status, at the top of the mobile deposit page, select mobile deposit history.

Question 9

How do I access statements and documents in Digital Banking?

Answer

Once enrolled in eStatements, you will begin to access future statements and documents in Digital Banking, eStatements will expire after 2 years. You can enroll for eStatements directly in Digital Banking.
To find these important documents on desktop: Select Documents from the menu on the left side of the screen.
To access statements in the mobile app: Select Menu from the navigation at the bottom of the screen, then select Documents.

Question 10

How can I receive Secure Access Codes?

Answer

If you do not receive a code, most likely your contact information on file is not current or complete or may need a correction. On most Cardless ATMs, you can press the “Help” button to access a video teller during our extended hours and verify your identity by providing a valid government-issued photo ID before providing updates to your contact information. Extended hours for video teller service are Monday-Friday 7:30 a.m.-6:30 p.m. and Saturday 9 a.m.-1 p.m.
You may also update your contact information on the spot in digital banking by logging in through the app or a web browser. From the digital banking menu, go to “Services” and then “Manage Contact Info.” Don’t have FCCU Digital Banking? For more free convenient 24/7 access, enroll today by downloading the First Commerce Mobile app or visiting FirstCommerceCU.org and then “Digital Banking Login” at the top of the page.
You may also visit one of our 13 financial centers during business hours and one of our team members will be happy to assist you after verifying your identity with a valid government-issued photo ID.
For security reasons, updates to your account information through our Contact Center require identify verification, including electronically signing a form sent through Docusign. Contact Center team members are available Monday-Friday 8 a.m.-6:30 p.m. or Saturday 9 a.m.-1 p.m.

Question 11

Why isn’t my Secure Access Code working?

Answer

If you received your Secure Access Code and haven’t used it within 20 minutes, it will automatically expire. If you have been having trouble logging in and have requested more than one Secure Access Code, the code 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.

Question 12

Why do I need a Secure Access Code each time I log in?

Answer

Secure Access Codes are a common security measure designed to protect your account. You can eliminate the need for a Secure Access Code to log in to your account by registering your personal device. For security reasons, we recommend only registering devices that are not shared or public.
If Secure Access Codes are still requested after registering your device, please check your browser settings to be sure they aren’t set to clear cookies after each session.

Question 13

How do I enroll in or change my real-time text/email alerts?

Answer

To enroll in real-time text or email account alerts in Digital Banking, go to Alerts > iAlerts from the main menu. From the same menu, security alerts are also available for setup.

Question 14

What is the difference between linked and external accounts?

Answer

Linked accounts allow you to view balances of your accounts at other financial institutions. To set up, you will need a Digital Banking login from the institution you wish to link.
External accounts allow you to make transfers to and from other financial institutions. To set up external transfers, you will need an account and routing number.

Question 15

How do I remove my linked account from my FCCU Digital Banking login?

Answer

In Digital Banking, Settings > Account Preferences > Select Account & Delete.

Question 16

How do I remove my external account from my FCCU Digital Banking login?

Answer

For security purposes, please contact us to remove external accounts.

Question 17

How do I enroll and use Bill Pay?

Answer

Log in to your Digital Banking account from the home page or from your mobile device, log in to the app.
From the menu on the left, select Bill Pay.
Select account to use for bill payments, then click the Enroll button.
To add a new bill vendor, click the + Add a Payee button and fill out the form.

Question 18

Can I add additional accounts to make payments within Bill Pay?

Answer

To set up additional accounts to pay from, please contact us.

Question 19

How do I edit or delete a payee?

Answer

Under name of payee, click Edit payee.
To Rename: Click in the Payee nickname field to add a nickname of your choice.
To Delete: check the box named “I would like to delete this payee,” then hit submit. Before deleting the payee, please delete all pending transactions for a payee.

Question 20

How do I get assistance with Bill Pay?

Answer

For questions, please call Bill Pay directly at 1.888.819.5498.
To chat with a Bill Pay representative:
- From the menu on the left, select Transactions.
- Click on Bill Payment.
- At the top of the page, click Chat Now.

Question 21

How do I view my Credit Score in Digital Banking?

Answer

Credit Score is automatically available in Digital Banking for all members, unless Savvy Money was opted out of at the time of opening your account with First Commerce.
In Digital Banking on desktop, the Credit Score widget can be found in the upper right corner of the window. In the Digital Banking mobile app, you can view your Credit Score by navigating to the “more” menu in the upper right corner of the screen.
When accessing your Credit Score for the first time you will need to complete the registration form.

Question 22

How can I view and manage recurring transfers?

Answer

From the menu under Transactions, navigate to Digital Activity Center.
At the top of the Digital Activity Center page, click Recurring Transfers.
Scroll to the transfer you wish to edit and select Cancel Series from the Actions drop-down menu.
Once the series is cancelled, under Transactions, return to the Funds Transfer page.
Set up a new transfer and mark it recurring.

Question 23

Is Digital Banking different for Business Free and Business Premium Members?

Answer

Business Premium members’ Digital Banking features include payroll, tax payments, multiple user control, and other premium features. To learn more, please contact our Business Services team today at BusinessServices@FirstCommerceCU.org.

Question 24

What should I do if I need help with CardSwap?

Answer

Please reference our CardSwap FAQs.

Question 25

How do I enroll in FCCU digital and mobile banking?

Answer

Once you open your account, you may enroll in Digital Banking or download the First Commerce mobile app from the App Store (iOS) or Google Play (Android).
To enroll a Business account, visit the Enrollment Page.

Question 26

Will my computer or mobile device be able to access Digital Banking?

Answer

Yes! Members can enroll and use Digital Banking with iOS and Android devices (smartphones or tablets) by downloading the free First Commerce Digital Banking app for iPhone or Android.
Web browsers can be utilized on desktop and mobile devices.
Digital Banking is supported on the following browsers: Google Chrome, Mozilla Firefox, Microsoft Edge, and Apple Safari. The current and previous two browser versions are supported. Internet Explorer is NOT supported.
We recommend updating your browser to the latest version available – not only to ensure compatibility with the Digital Banking experience, but also to ensure the latest security updates.

Question 27

Why am I seeing multiple accounts? Why would an account be missing?

Answer

Your Digital Banking login will give you access to all accounts your Social Security number is associated with (Primary or Joint).

Question 28

What should I do if I can’t log in?

Answer

To recover your login ID, select “Recover Login ID and Password” on the login screen. On the “Forgot Login ID/Password” section, please provide either your Login ID or both your Account Number and your full Social Security Number (SSN). You will be given a temporary password to use to retrieve your Login ID.
For security purposes, Digital Banking accounts become inactive when you haven’t logged in for 6 months. Once inactive, the member must re-enroll in Digital Banking.

Question 29

What should I do if my app isn’t working properly?

Answer

Check your internet connection. The FCCU mobile app utilizes real-time data to give you accurate and up-to-date account information. Weak or no internet connections will limit app functionality.
Check your device’s app store to ensure you are on the latest version of the mobile app and update if needed.
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.
If you are still experiencing issues with a stable internet connection and the latest up-to-date version of the app, please contact us for assistance at 850.488.0035 or 1.800.533.5772.

Question 30

How do I use FCCU Mobile Deposit?

Answer

You will need a tablet or a smartphone with a camera. In the mobile app, select mobile deposit from the menu. Follow the instructions including selecting the account for the deposit, entering the amount of the check, and taking clear photos of the front and back of the check. (If you have trouble with the photos being accepted, try capturing an image of the check on a dark background with adequate lighting.)
Mobile deposit can only be found in the mobile app. If you are utilizing a browser, please download the mobile app to utilize mobile deposit.

Question 31

Am I eligible to use Mobile Deposit?

Answer

First Commerce members are automatically granted access to mobile deposit, with no separate enrollment or approval process.
New members will be able to access mobile deposit within 2 days of opening their account.

Question 32

Why are the funds from the mobile deposited check not showing up in my account?

Answer

Deposits made by 4 p.m. ET are generally available the next business day.
To view a check’s status, at the top of the mobile deposit page, select mobile deposit history.

Question 33

How do I access statements and documents in Digital Banking?

Answer

Once enrolled in eStatements, you will begin to access future statements and documents in Digital Banking, eStatements will expire after 2 years. You can enroll for eStatements directly in Digital Banking.
To find these important documents on desktop: Select Documents from the menu on the left side of the screen.
To access statements in the mobile app: Select Menu from the navigation at the bottom of the screen, then select Documents.

Question 34

How can I receive Secure Access Codes?

Answer

If you do not receive a code, most likely your contact information on file is not current or complete or may need a correction. On most Cardless ATMs, you can press the “Help” button to access a video teller during our extended hours and verify your identity by providing a valid government-issued photo ID before providing updates to your contact information. Extended hours for video teller service are Monday-Friday 7:30 a.m.-6:30 p.m. and Saturday 9 a.m.-1 p.m.
You may also update your contact information on the spot in digital banking by logging in through the app or a web browser. From the digital banking menu, go to “Services” and then “Manage Contact Info.” Don’t have FCCU Digital Banking? For more free convenient 24/7 access, enroll today by downloading the First Commerce Mobile app or visiting FirstCommerceCU.org and then “Digital Banking Login” at the top of the page.
You may also visit one of our 13 financial centers during business hours and one of our team members will be happy to assist you after verifying your identity with a valid government-issued photo ID.
For security reasons, updates to your account information through our Contact Center require identify verification, including electronically signing a form sent through Docusign. Contact Center team members are available Monday-Friday 8 a.m.-6:30 p.m. or Saturday 9 a.m.-1 p.m.

Question 35

Why isn’t my Secure Access Code working?

Answer

If you received your Secure Access Code and haven’t used it within 20 minutes, it will automatically expire. If you have been having trouble logging in and have requested more than one Secure Access Code, the code 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.

Question 36

Why do I need a Secure Access Code each time I log in?

Answer

Secure Access Codes are a common security measure designed to protect your account. You can eliminate the need for a Secure Access Code to log in to your account by registering your personal device. For security reasons, we recommend only registering devices that are not shared or public.
If Secure Access Codes are still requested after registering your device, please check your browser settings to be sure they aren’t set to clear cookies after each session.

Question 37

How do I enroll in or change my real-time text/email alerts?

Answer

To enroll in real-time text or email account alerts in Digital Banking, go to Alerts > iAlerts from the main menu. From the same menu, security alerts are also available for setup.

Question 38

What is the difference between linked and external accounts?

Answer

Linked accounts allow you to view balances of your accounts at other financial institutions. To set up, you will need a Digital Banking login from the institution you wish to link.
External accounts allow you to make transfers to and from other financial institutions. To set up external transfers, you will need an account and routing number.

Question 39

How do I remove my linked account from my FCCU Digital Banking login?

Answer

In Digital Banking, Settings > Account Preferences > Select Account & Delete.

Question 40

How do I remove my external account from my FCCU Digital Banking login?

Answer

For security purposes, please contact us to remove external accounts.

Question 41

How do I enroll and use Bill Pay?

Answer

Log in to your Digital Banking account from the home page or from your mobile device, log in to the app.
From the menu on the left, select Bill Pay.
Select account to use for bill payments, then click the Enroll button.
To add a new bill vendor, click the + Add a Payee button and fill out the form.

Question 42

Can I add additional accounts to make payments within Bill Pay?

Answer

To set up additional accounts to pay from, please contact us.

Question 43

How do I edit or delete a payee?

Answer

Under name of payee, click Edit payee.
To Rename: Click in the Payee nickname field to add a nickname of your choice.
To Delete: check the box named “I would like to delete this payee,” then hit submit. Before deleting the payee, please delete all pending transactions for a payee.

Question 44

How do I get assistance with Bill Pay?

Answer

For questions, please call Bill Pay directly at 1.888.819.5498.
To chat with a Bill Pay representative:
- From the menu on the left, select Transactions.
- Click on Bill Payment.
- At the top of the page, click Chat Now.

Question 45

How do I view my Credit Score in Digital Banking?

Answer

Credit Score is automatically available in Digital Banking for all members, unless Savvy Money was opted out of at the time of opening your account with First Commerce.
In Digital Banking on desktop, the Credit Score widget can be found in the upper right corner of the window. In the Digital Banking mobile app, you can view your Credit Score by navigating to the “more” menu in the upper right corner of the screen.
When accessing your Credit Score for the first time you will need to complete the registration form.

Question 46

How can I view and manage recurring transfers?

Answer

From the menu under Transactions, navigate to Digital Activity Center.
At the top of the Digital Activity Center page, click Recurring Transfers.
Scroll to the transfer you wish to edit and select Cancel Series from the Actions drop-down menu.
Once the series is cancelled, under Transactions, return to the Funds Transfer page.
Set up a new transfer and mark it recurring.

Question 47

Is Digital Banking different for Business Free and Business Premium Members?

Answer

Business Premium members’ Digital Banking features include payroll, tax payments, multiple user control, and other premium features. To learn more, please contact our Business Services team today at BusinessServices@FirstCommerceCU.org.

Question 48

What should I do if I need help with CardSwap?

Answer

Please reference our CardSwap FAQs.

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Member Account Line

First Commerce is pleased to offer a bank by phone service, called Member Account Line.

Here are a few highlights of the service:

The system provides English and Spanish-speaking options.

Excellent voice recognition technology on the English menu will be available using 8* from the main menu. We recommend not using this feature on speaker phone.

You can request mini statements to be emailed to you. For security, the information may be truncated or generic. Mini statements will be sent to the main member’s email address. If you wish to add or change your email, you can do so via Digital Banking or by visiting a financial center.

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