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First Citizens Mobile Banking Frequently Asked Questions (FAQs)

GENERAL INFORMATION

 
What kind of mobile device is required for this service?
  • For First Citizens Mobile Text, your mobile device must be capable of sending and receiving text messages. 
  • For First Citizens Mobile Web, your mobile device must support web browsing functionality and must have a wireless dataplan with your carrier. 
     
Are there fees to use the First Citizens Mobile Banking Service? 
A minimal charge will be charged per text message for the Mobile Text service. 
 
 
Is the First Citizens Mobile Banking Service secure? 
First Citizens is very concerned with the safety and privacy of your information and committed to security. To ensure the security of your account information, a number of security features have been built into First Citizens Mobile Banking: 
 
  • Registration Process – the unique verification code required to verify your mobile device phone number. This code associates your mobile phone number with your account. In addition, to the security measure, this verification lets you know that your mobile phone was successfully entered into the system. 
  • No personal information – the First Citizens Mobile Banking Service at no time requests that you provide any personal information e.g. full account number, email or personal address, nor do we send any such information to you via the service. 
     
What if I change my mobile device’s phone number? 
If you change your mobile phone number you can: 
  • Log on to the First Citizens Online Banking Service and update your Phone Numbers in the Mobile Banking Section
  • Visit any First Citizens branch
  • Call 62-FIRST 
     
What if my mobile device is lost or stolen? 
In the unfortunate event that your mobile phone is lost or stolen, report it immediately to your mobile carrier. Then you should immediately delete that phone number from your First Citizens Mobile Banking Service via any of the channels as stated in the answer above. 
 
 
What is the difference between First Citizens Mobile Text, Mobile Web and Mobile Alerts? 
allows you to initiate a request for account balances, account history or transfer funds immediately at anytime from your registered mobile phone by sending commands via text messages to the First Citizens shortcode 43262 (4FCMB). The information will be sent directly to your registered mobile phone as a text message. Alerts are sent as text messages to your registered phone as well. 
 
  • First Citizens Mobile Text: allows you to initiate a request for account balances, account history or transfer funds immediately at anytime from your registered mobile phone by sending commands via text messages to the First Citizens shortcode 43262 (4FCMB). The information will be sent directly to your registered mobile phone as a text message. Alerts are sent as text messages to your registered phone as well. 
  • First Citizens Mobile Web: allows you to do a host of financial transactions by accessing the secure link www.firstcitizenstt.net/mobile from any mobile phone with a dataplan. Given that you have been previously enrolled for Mobile Banking, you are required to log in using the same User ID and password as for the First Citizens Online Banking service. You can receive account alerts, request account balances, history, immediate or scheduled transfers and can search transactions by amount, date and cheque number. You can also set up and amend your alert settings via the Mobile Web service. 
  • First Citizens Mobile Alerts: Alerts are automatic notices sent by First Citizens to your registered mobile phone or email . You define what alerts you wish to receive and when you wish to receive them during the enrollment process. 
     
How can First Citizens Mobile Text, Mobile Web and Alerts work together? 
An alert can notify you of a certain situation with your account e.g. an alert informing you that your balance has reached a low balance on your default account. You can then send a text Bal All to receive the balances on all account and then use the code Tran to transfer funds from one account to your default account. 
 
 
Where is the First Citizens Mobile Banking Service available? 
The Service is available throughout Trinidad and Tobago, once there is coverage by the BMobile and Digicel networks. 
 
 
Can I register someone else’s mobile phone number for the Service? 
No, the phone number to be registered for the service must be owned by the First Citizens customer who is enrolling for the service. As is customary, the Bank will not be liable in a situation where information is deliberately shared with third parties. 
 
 
Can customers outside of Trinidad and Tobago access the First Citizens Mobile Banking Service? 
Persons must be located within Trinidad and Tobago to access the First Citizens Mobile Banking Service. 
 
 
What accounts are available via the service? 
Most First Citizens deposit, loan and investment accounts are available via the First Citizens Mobile Banking Service. The customer decides on the participating accounts during the enrollment process. 
 
 
Does the First Citizens Mobile Banking Service facilitate third party payments and bill payments, including credit card payments? 
The First Citizens Mobile Banking Service does not facilitate 3rd party payments, either within First Citizens or external to First Citizens. 
 
 
Does the First Citizens Mobile Banking Service provide credit card balances and history for First Citizens credit cards? 
Yes, balances and history on First Citizens credit cards are provided via the Service. 
 
 
Can I add more than one mobile phone number to receive information via the Mobile Banking Service? 
Yes, the customer can register more than one phone to receive information via the Service. 
 
 
Where can I enroll for the First Citizens Mobile Banking Service? 
Once the customer is already registered for the Online Banking service, he can enroll through: 
First Citizens Online Banking Service – self enrollment via the Mobile Banking section once the customer logs in to the Online Banking Service 
Any First Citizens branch – any of our friendly Customer Service Representatives will enroll the customer for the First Citizens Mobile Banking Service 
 
 
What does the enrollment process entail? 
The enrollment process consists of a few simple steps: 
- Agreement to the Terms and Conditions of the Service 
- Registration of the Mobile Phone Number 
- Selection of participating accounts and creation of account nicknames 
- Subscription to alerts 
 
 
What are account nicknames? 
Account nicknames protect your account information and are to be created for each participating account. Each mobile account nickname must be unique and between three to eight characters in length, and can include letters or numbers, but not spaces or special characters. 
 
 
What if I forget my Mobile Web password? 
If you are unable to remember your First Citizens Online Banking password, you can go to the log on page for the First Citizens Online Banking Service https://www.firstcitizenstt.com/personalFinance.html and select the Forgot Password link. You will be asked for your User ID as well as three simple questions which will result in your password being reset. 
 
Alternatively, you can call 62-FIRST or visit any First Citizens branch. 
 
 
Do I have to agree to the Terms and Conditions to participate in the First Citizens Mobile Banking Service? 
Yes, to use First Citizens Mobile Banking Service, you must read and accept the legal terms and conditions. If you have any questions about the points of the terms and conditions, please call 62-FIRST. 
 
 
What is the default account? 
The default account is automatically selected when the BAL or LAST text command is used alone without specifying an account nickname. The default account is selected during the enrollment process. 
 
 
How do I change my First Citizens Mobile Banking account settings? 
You can amend your First Citizens Mobile Banking account settings from your personal computer at the Mobile Banking Preference Center within the First Citizens Online Banking Service. You can add or remove accounts, change account nicknames, change your default account and update your mobile phone number. 
 
Alternatively, you can call 62-FIRST or visit any First Citizens branch. 
 
 
How current is the account and transaction information that I receive when using First Citizens Mobile Text? 
You will receive the current available balance via the BAL text message. The HIST text message will send your most recent posted transactions for the requested account. Pending transactions will not be shown. 
 
 
How many transactions can I retrieve as statement history via First Citizens Mobile Text? 
You can retrieve up to your last 15 transactions. 
 
 
What do I do if I do not receive a response from my Command? 
Please make sure that you are addressing new text messages or replying to a recent text message from First Citizens to 43262 (4FCMB). Please confirm that you are using the correct spelling of the command, and if you are specifying an account, confirm that you are using the correct account nickname. 
 
 
How do I check the status of my mobile transfer? 
A confirmation message will be sent to your mobile device after you have sent a TRAN text message. After receiving the confirmation message, you can check that your Available Balance has been updated by either sending a BAL ALL text message to 43262 (4FCMB).

 

 

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