Q: What is Card Guard?
Card Guard allows you to protect your debit card against fraud and theft by turning it on and off and set card limits based upon amount, type, location and merchant. Card Guard can help for budgeting, self-control, travel restrictions and security.
Q: Is Card Guard free?
Q: What do I need to use Card Guard?
To use Card Guard you need to:
Q: Does Card Guard work on Android and iPhones?
Q: How long does it take to turn off my debit card if I misplace it?
It takes only seconds to turn your debit card off and block further transactions.
Q: Once I find my card can I turn it back on again?
Yes. As soon as you find your card you can log back into the app and remove the block. This will allow your card to function as it did previously.
Q: What should I do if I lose my card?
If you lose your card, log into the app and choose “Block Card” to block your card. Once you’ve determined that your card is actually lost you can call us at 866-372-1275 to request a new card.
Q: How often can I use the on/off feature and the other Card Guard features?
You can use it as often as you like.
Q: If I get a new card will I have to update my card in Card Guard?
No. The card will automatically be updated in your profile.
Q: Can I block international transactions?
Yes. International transactions can be blocked using the “International” location control. Transactions will be limited to the United States. Regardless of the setting, please remember to contact Customer Service at 866-372-1275 when traveling.
Q: I set a region on the map. Does this mean I can only use my card exactly in this region?
The region shows the approximate area where the card can be used. Card Guard can typically map the transaction down to a zip code or city. If the city or zip code of the merchant overlaps with the selected region in the map, then the transaction can still go through. There are instances where a merchant location cannot be mapped down to a zip code or city, in which case Card Guard will default to a state-level match.
Q: What is MasterCard Automatic Billing Updater?
MasterCard’s Automatic Billing Updater is a service participating merchants can use to retrieve cardholder account changes, like new debit card numbers, to ensure as little disruption as possible for your accunt-on-file transactions and automated payments.
Q: What are card-on-file automated payments?
Account-on-file transactions are payments processed using a card number you’ve stored with a merchant and websites with whom you’ve created an account and saved your card information:
Q: Will all of my payment information be automatically updated?
No. Automated Billing Updater is only available to participating merchants and they choose the frequency at which they check for updated payment information. To avoid late payments and penalties, you must check with your merchant to ensure your card information is updated.
Q: Why is this service being offered to cardholders?
The MasterCard Automatic Billing Updater service is required by MasterCard for all consumer and business credit and debit cards.
Q: What are the benefits of the MasterCard Automatic Billing Updater service?
Benefits of Updater service:
Q: Can customers decline this service?
Yes. A customer can request to opt-out of this service for their debit card by notifying us by phone at 866-372-1275 or by email via the Contact Us page of our website.
Q: What if I want to also decline this service for my credit cards too?
You will need to contact your credit card issuer to decline this service for your credit cards.
Q: Why am I receiving a new card?
Your new debit card now includes an embedded chip which provides an enhanced level of security when used at a chip-enabled register or ATM. Chip cards also have greater worldwide acceptance. Once you receive your new chip debit card, your current card will be deactivated within 60 days. You must activate your new card to avoid losing access to your bank account(s).
Q: Why are chip card transactions more secure?
Chip card transactions make each transaction unique so if the card and the one-time code are stolen, the information cannot be used to create counterfeit cards. In-store purchases made with counterfeit cards are one of the most common types of card fraud in the United States today.
Q: How do I know if a register or an ATM is chip-enabled?
If a register or ATM is chip-enabled, it will prompt you to insert your card and leave it inserted during the whole transaction. When your transaction is complete, you need to remember to take your card.
Q: Can I still swipe to pay?
Yes. Your card will have a chip and magnetic stripe to accommodate any situation. However, if the register or ATM is chip-enabled, you will be required to insert your card and some retailers and all ATMs will require you to use your PIN, while others will ask for your signature to authorize the transaction. If a register or ATM is not chip-enabled, you will continue to swipe your card.
Q: What if I don't know my PIN?
If you don’t know your PIN you will need to visit a branch to reset your PIN. Click here to find the nearest one to you.
Q: What do I do with my existing card?
Please activate your chip card promptly. Once you activate your card, your existing card will no longer work. Please destroy it by cutting it up or shredding it for security reasons. Your current non-chip debit card will be deactivated in 60 days. You must activate your new card to avoid losing access to your bank account(s).
Q: Has my card information changed?
Yes and no. Your debit card number and PIN will remain the same. Your expiration date and three digit security code on the back of the card (as called CVV) have changed.
Q: What if I have automatic recurring payments scheduled with my debit card?
Upon activation of your replacement card, you should update your debit card information with all companies you have authorized to pay using your debit card. Automated Clearing House (ACH) payments using your account number instead of your debit card WILL NOT be affected. Only payments using your debit card that store your expiration date and three digit security code will require updating.
Q: Can cardholders be tracked with their chip cards?
No. The chip only helps prevent fraud and do not contain tracking information.
Q: Do I have to pay any fees to use my chip card?
No. There are no additional fees to use your new chip card.
Q: What is Banker Jr.?
Banker Jr. is a free mobile app to help kids save and learn money recognition and budgeting through games. There is NO interface to any bank account - it is a learning tool designed for kids ages 2 through 10.
Q: Is there a cost for families to use Banker Jr.?
No. The app can be downloaded for free.
Q: Do I have to be a customer of First State Bank to use Banker Jr.?
No. Banker Jr. is available to anyone as a community service from First State Bank.
Q: Is Banker Jr. safe for kids to use?
Absolutely. No identifying information about the child is asked. No real money changes hands in Banker Jr., it is a digital passbook (no direct link to accounts at any bank). Games are safe with positive messaging and no soliciting.
Q: I am a teacher and I would like to incorporate Banker Jr. into my curriculum. Can I do that?
Certainly. Please contact the Marketing Department at First State Bank; call toll-free 866-372-1275 and ask for Marketing.
Q: How do I specifically set-up an account in Banker Jr.?
Banker Jr.‘s YouTube video can help answer all your account specific questions.
Q: What if I need assistance with the app? (i.e. resetting a user password?)
Simply email firstname.lastname@example.org, be sure to include First State Bank’s name in the email. You can email right from the app.
Q: Who is eligible for Mobile Deposit?
In order to use this feature, you must:
If you are a Mobile Banking app user, once your account(s) is open over 90 days, Mobile Deposit will automatically be available on the app.
Mobile Deposit is not available for the browser or text versions of FSB Mobile Banking. Tablets with rear-facing cameras are required for Mobile Deposit.
Q: What types of accounts are eligible for Mobile Deposit?
First State Bank personal checking or savings accounts are eligible excluding Health Savings Accounts.
Q: Is there a limit on the dollar amount and number of deposits I can submit?
There is no limit for the number of deposits allowed but there are daily limits on the dollar amount of checks that can be deposited using Mobile Deposit. We established a limit that provides sufficient access for the majority of our customers. If you have questions about the limit, please contact Customer Service at 866-372-1275.
Q: How will I know if First State Bank received my deposit?
After you have taken a picture of the front and back of your check and have confirmed your deposit, you will receive a “Deposit Pending” notification. If we receive and accept a mobile check deposit before 7 pm ET on a business day, we consider that day to be the date of your deposit. Your deposit(s) will process on business days after 7 pm ET. Deposits made after 7 pm ET on weekends or holidays will be processed the next business day. Return to Mobile Banking - Deposit History page after this time to ensure your deposit was accepted for processing. A check could be rejected after being accepted by the Mobile Deposit system (such as a stop payment, incorrect endorsement, etc.). Your recent deposit and a picture of the check(s) will be stored in the “Deposit History” screen within the app for 30 days.
Q: What do I do with the check after using Mobile Deposit?
Once your deposit has posted to your account, destroy or properly dispose of it.
Q: What if I submit the same deposit twice in error?
Built-in audit checks will recognize a duplicate deposit and will not allow the second deposit.
Q: A check I submitted was returned, can I resubmit it?
No. If a check is returned for insufficient funds, you may not redeposit the check through Mobile Deposit.
Q: How secure is Mobile Banking and Mobile Deposit?
FSB Mobile Banking and Mobile Deposit employ industry best practices with regards to security. It has been assessed against industry security criteria by a number of independent system security experts. At a high level, FSB Mobile Banking offers the following security safeguards:
Q: What happens if I lose my device?
No information is actually stored on your device but you can disable mobile banking on your device at any time from within Online Banking. To do this:
Q: Is this safe to use over Wi-Fi?
Yes. The use of the mobile banking app over Wi-Fi is no different than using it on your phone’s data connection. All data is sent over an encrypted Secure Socket Layer (SSL) connection.
Q: Is FSB Mobile Banking secure?
FSB Mobile Banking employs industry best practices with regards to security. It has been assessed against industry security criteria by a number of independent system security experts. At a high level, FSB Mobile Banking offers the following security safeguards:
Authentication - Mobile browser and app customers are authenticated for every interaction with any FSB Mobile Banking component. Customers are authenticated by username and password or by utilizing existing login credentials.
Encryption - 128-bit encryption is used for all transactions within FSB Mobile Banking.
Fraud - FSB Mobile Banking incorporates mechanisms such as transaction validation and transaction reconciliation processes to detect fraud.
Availability/Resilience - FSB Mobile Banking is protected against malicious attacks through software and server hardening measures.
Audit Ability - FSB Mobile Banking provides full audit capabilities through event logs and event-based reporting.
Q: Is my personal or financial information stored on my phone?
No. FSB Mobile Banking does not save any files with personal or financial information on your mobile phone or tablet. That information stays strictly within Online Banking. Some devices (e.g., BlackBerry, Android) have logo and branding files that are copied to the mobile device. Those files do not contain any personally identifiable information.
Q: Can I add more than one device?
Yes. You can enroll several mobile phones/tablets for FSB Mobile Banking. To add a new phone, log on to Online Banking and choose “Profile”, scroll down to “Mobile Banking Profile” and click on “Manage Devices”. Under the “My Devices” tab you will find a button at the bottom left to “Add New Device”.
Q: What if my phone number changes?
If your mobile phone number changes, simply update your mobile phone number by logging on to Online Banking and choose “Profile”, scroll down to “Mobile Banking Profile” and click on “Manage Devices”. Under the “My Devices” tab you will find a drop down menu next to your phone number that allows you to “Change my phone number”.
Q: What if my device is lost or stolen?
If your device is lost or stolen, no one can access your account without knowing your password and, in some cases, your unique user name. To prevent unauthorized access to your account, you can deactivate your device in FSB Mobile Banking. To do this, log on to Online Banking and choose “Profile”, scroll down to “Mobile Banking Profile” and click on “Manage Devices”. Under the “My Devices” tab you will find a drop down menu that allows you to “Stop using this device for Mobile Banking”.
Q: How do I stop using FSB Mobile Banking on my device?
To deactivate your device, log on to Online Banking and choose “Profile”, scroll down to “Mobile Banking Profile” and click on “Manage Devices”. Under the “My Devices” tab you will find a drop down menu that allows you to “Stop using this device for Mobile Banking”.
Q: I have a prepaid plan, can I use FSB Mobile Banking?
FSB Mobile Banking works with most prepaid plans, but we cannot guarantee that your carrier supports standard U.S. short codes, which are necessary to use Text Banking.
Q: Can I access FSB Mobile Banking by using my tablet?
Yes, there is an iPad and Android app. To use Mobile Deposit, a tablet must have a rear-facing camera.
Q: I originally declined but now I want to enroll for FSB Mobile Banking. How can I do that?
Web Browser or Text Banking users: Can enroll for FSB Mobile Banking by logging on to Online Banking, and choosing “Profile” on the top menu bar, then scroll down to “Mobile Banking Profile” and click on the “Enroll Now” button.
Mobile App Users: Existing Online Banking users can simply download the mobile app from the Apple store by searching for First State Bank MI or Google Play store by searching for FSB Mobile MI.
Q: Can I put a picture on my ATM card or business debit card?
Personalized debit cards are only available for personal debit cards.
Q: Can I have a different card design than my joint cardholder?
Yes. Both primary and joint cardholders on the account can request a personalized debit card. The images can be different on each card. A design fee is applied for each design.
Q: How long will it take to receive my card?
After your request has been submitted and approved, you can expect your card within 10-12 business days via U.S. Mail.
Q: Will my existing card work until my new personalized card arrives?
Yes. Your existing card will continue to work until you activate your new personalized debit card. Please securely destroy your old card once the new card is activated.
Q: How often can I change my card design?
You can change your card design as often as you want for a design fee of $9.95. Please note, your existing First State Bank debit card, whether it is personalized or standard card issued, will no longer work when your new personalized card is activated.
Q: How do I know if my image has been approved?
Every submitted image is reviewed for compliance and must also follow the image guidelines. Once your image is approved, you will receive an email notification stating your image has been approved. Your card is submitted to production and, you should receive it in the mail within 10-12 business days.
Q: What if my image is denied?
An image will be rejected if it violates the image guidelines. If this occurs, an email will be sent to you. You can then resubmit a new image. This service may be revoked from anyone who continually submits images that violate the image guidelines. In most cases, solving the problem may be as simple as selecting an image that isn’t trademarked or under copyright.
Q: What happens when my card expires? Will my new card still have my personalized image?
Yes. Upon expiration of your card, any reissued cards will have the same image as your most recently requested design.
Q: If I lose my personalized card, will my replacement card have my personalized image?
No. A new card with a new account number and PIN on First State Bank’s standard card design is ordered when a card I reported lost or stolen. If you want another personalized card, you must submit another picture image. A $9.95 design fee will apply.
Q: Can I order a new card using this system if my card was lost or stolen?
No. This service is not intended to replace a lost or stolen card. Report a lost or stolen card immediately to 800-554-8969.
Q: If I'm notified by First State Bank that my card has been compromised at a merchant or vendor, when my card is reissued, will it have the same photo as the card that was compromised?
No. Cards that have been part of a large scale compromise are processed by an outside company that is only able to issue cards on First State Bank’s standard card design. If you’d like another personalized debit card, please contact us and we can work with you to request another personalized card.
Q: What happens if I lost or forgot my username or password?
Call Customer Service at 866-372-1275 to reset your username or password. Verification is required.
Q: When I tried to sign-up for Online Banking using the instructions provided, I got a message that said "invalid user id or password." Why?
Most likely, you signed up for Telephone Banking before signing up for Online Banking. To make your initial access easier, both services use the same PIN. So instead of using the 6 digit or 4 digit password as stated on the sign-up page for Online Banking, use your current Telephone banking PIN; that PIN should grant you access to Online Banking. If that doesn’t work, please contact us.
Q: I can't log into Online Banking with the username and password I created. What am I doing wrong?
The username and password are case-sensitive; make sure you are using the proper characters when logging in.
Q: How safe and secure is my account information through First State Bank Online Banking?
First State Bank uses High Security Level 128-bit SSL encryption to ensure the security of your account information. Only browsers with the same high security level 128-bit SSL encryption can use online banking.
Q: What does SSL mean?
SSL stands for Secure Socket Layer. This technology allows users to establish sessions with Internet sites that are secure, meaning they have minimal risk of external violation. Once inside the Online Banking site, you are secure through the use of SSL technology.
Q: What is encryption?
Encryption is the scrambling of information for transmission back and forth between two points. Because your account information is being transmitted between and you First State Bank, encryption protects your account information so it can’t be intercepted and read by a third party.