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FAQs

Frequently Asked Questions

What happens if I lost or forgot my username or password?

Start by clicking the Forgot Password? link on the login box. It will send a reset link to the email address you have on file. If that doesn't work, call Customer Service at 866-372-1275 to reset your username or password. Verification is required.​

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.

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. 

Another possible reason you may be unable to log in is that your credentials may have expired. For security purposes, customers must log in at least once every 90 days.

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.

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.

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.

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. To use Multifactor Authentication (MFA), you must have a valid email address and phone number on file.

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.

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.

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”.

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”.

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”.

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”.

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.

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.

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.

Who is eligible for Mobile Deposit?

In order to use this feature, you must:

  • Have an eligible First State Bank personal checking or savings account
  • Be enrolled in Online Banking
  • Have downloaded the mobile app

If you are a Mobile Banking app user, 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.

What types of accounts are eligible for Mobile Deposit?

First State Bank personal checking or savings accounts are eligible excluding Health Savings Accounts.

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.

How will I know if First State Bank received my deposit?

You can check the status of your deposit by viewing your deposit history in mobile banking. Once logged in, check Deposit Status under Deposit, then View Mobile Deposit History. The status will show as ACCEPTED, PENDING, or FAILED.

When will my funds be available?

Your funds will be available the next business day, if no hold is placed. 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. Deposits made after 7 pm ET or on weekends or holidays will be processed the next business day.

What do I do with the check after using Mobile Deposit?

After the deposit posts to your account, you should destroy or securely dispose of the check. However, we recommend keeping the original check for 30 days before doing so, in case you need to re-deposit or there are any issues.

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.

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.

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:

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. To use Multifactor Authentication (MFA), you must have a valid email address and phone number added to your account.

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.

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:

  • Login to your Online Banking account
  • Choose Profile at the top
  • Scroll down to Mobile Banking Profile
  • Click on Manage Devices
  • Click on “Stop Using this Device for Mobile Banking” next to your mobile phone number

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.

I used an Allpoint ATM and the "surcharge warning message" screen said I would be assessed a surcharge fee for the transaction. Will I be charged? Why does this happen?

You won’t be charged. Due to the technical limitations of certain types of ATM machines, Allpoint is currently unable to prevent the “surcharge warning message” screen from appearing on some ATMs. The verification of Allpoint participation happens while the transaction is processing rather than before, so the surcharge fee page will show up prior to the transaction being completed. Allpoint is working to eliminate this confusion.

You should continue the transaction by answering “yes” on this screen. When you get your receipt, you’ll see that you were not assessed a surcharge (i.e., the withdrawal amount on your receipt will show $20, $40, $60, etc., as opposed to $22.50, $42.50, $62.50, etc., shown when you pay a $2.50 surcharge fee).

I used an Allpoint ATM and was incorrectly charged a fee. How can I get a refund for the fees assessed?

Submit a refund request via Allpoint’s website.

Your website listed a certain ATM as part of the Allpoint network, but when I went to use the ATM, the Allpoint logo was not on the machine. Is this ATM still fee-free*?

Yes. All ATMs listed on the ATM/branch locator are fee-free*, even if the Allpoint logo is not on the ATM. ATMs that are new to the Network are constantly being added and it may take 4-6 weeks to get the Allpoint logo onto these ATMs.

 

 

*Use of non-First State Bank ATMs not included in the Allpoint Surcharge-Free Network may result in ATM fees charged by other financial institutions. If we allow you to overdraw your account by use of your ATM/Debit Card, fees will be charged for those overdrafts.

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.

Is Card Guard free?

Yes.

What do I need to use Card Guard?

To use Card Guard you need to:

  • Be enrolled in Online Banking
  • Have FSB Mobile Banking app downloaded
  • Have a First State Bank Debit Card linked to a First State Bank deposit account

Does Card Guard work on Android and iPhones?

Yes.

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.

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.

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.

How often can I use the on/off feature and the other Card Guard features?

You can use it as often as you’d like.

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.

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.

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.

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.

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:

  • Online retailers (Amazon, etc.)
  • Movies/music/eBook download services (Netflix, Spotify, etc.)
  • Online payment services (PayPay, etc.)
  • Transportation services (Uber)
  • Prescriptions

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.

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.

What are the benefits of the MasterCard Automatic Billing Updater service?

Benefits of Updater service:

  • Reduces “card not present” declines
  • Helps to ensure on-time bill payment
  • Prevents late fees and service disruption

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.

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.

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.

There are a variety of contactless ways to pay with your First State Bank debit card. You can Tap to pay, or add your debit card to your phone’s Digital Wallet to use ApplePay or Android Pay.

How do I know if a register accepts contactless payment?

A register will display an icon if it accepts contactless payments. This lets you know that in addition to being able to swipe or insert your debit card into the payment POS device, you may also make your payment by tapping your debit card or using your phone's Digital Wallet to pay by holding your phone near the payment device.

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. 

What if I don't know my PIN?

Should you need to change your PIN, call 800-862-0760 to use our automated system or stop by the First State Bank branch near you.

Can cardholders be tracked with their chip cards?

No. The chip only helps prevent fraud and do not contain tracking information.

Do I have to pay any fees to use my chip card?

No. There are no additional fees to use your new chip card.

Can I put a picture on my ATM card or business debit card?

Personalized debit cards are only available for personal debit cards.

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.

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.

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.

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.

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.

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.

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.

If I lose my personalized card, will my replacement card have my personalized image?

In most circumstances, reissued cards will have the same images. If the card was reissued due to fraud, or if the photo no longer meets our requirements, the new card will be issued standard, and the image will need to be re-done at no charge.

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.

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.

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