Online Banking FAQs
Understanding FirstNet & Bill Pay
In order to make your FirstNet experience a pleasant one, we have tried to anticipate some questions you may ask. Before you begin, please read over these questions. We will update this page as needed. Thank you for choosing First Home Bank for your FirstNet and Bill Pay.
What number should I call if I can't find the answers to my questions in this document?
For questions regarding FirstNet and Bill Pay, to report a lost or stolen Password, or questions about a specific bill payment please contact Customer Service at (417) 926-5151 between the hours of 8:00am and 4:30pm CT Monday through Friday, excluding holidays. Contact Us.
What is FirstNet?
FirstNet offers secure access to your First Home Bank accounts, including balance information and account transfers. This service also provides you the option to retrieve bank statements, access transaction history, initiate stop payment orders and communicate with the bank in a secure environment, all via the internet.
What is Bill Pay?
The FirstNet Bill Pay service allows you to pay bills online. You may obtain quick help on various items throughout the system by choosing the option ‘Help’ from the main menu.
How do I get started banking online?
FirstNet from First Home Bank is best viewed with Microsoft Explorer 9.0 or higher. The browser must support 128 bit SSL encryption.
To sign up for FirstNet, you can enroll online for personal accounts or at any First Home Bank branch office. Upon activation, you will receive your assigned client ID number and password to use when signing onto the system. Once you sign onto FirstNet, you will be prompted to change your password. Your password must consist of a minimum of 8 alphanumeric characters, upper/lowercase, and a special character (example of a password: Sum$mer5). You will also be required to select a security picture or “watermark”. Individuals interested in using Bill Pay can enroll online or at any First Home Bank office. You must have enrolled in and activated your FirstNet account, have a qualified First Home Bank personal checking account and have access to the Internet. To enroll online, sign into your FirstNet account. FirstNet Bill Pay is available as an optional service. Choose this optional service from the checking account you want to pay bills.
Can I access FirstNet and Bill Pay outside the United States?
Yes. As long as you have a First Home Bank checking account, FirstNet services and access to the Internet you can access your First Home Bank accounts.
I’m having trouble signing on. What am I doing wrong?
More than likely you forgot your password or you entered an invalid password. You are allowed three (3) invalid sign-on attempts before the system will lock you out. Once you’ve exceeded the three (3) attempts and the system locked you out of FirstNet, you will need to call Customer Service at (417) 926-5151 between the hours of 8:00am and 4:30pm CT Monday through Friday, excluding holidays. Before Customer Service is allowed to unlock an account, proper ID verification must be obtained from the account owner. The account owner must have a valid 12-digit FirstNet client ID number listed in their name. Customer Service will provide instructions regarding your password.
I forgot my client ID number. What do I do now?
You will need to call Customer Service at (417) 926-5151, between the hours of 8:00am and 4:30pm CT Monday through Friday, excluding holidays. After proper ID verification, you will be given instructions regarding your ID number. Please note that First Home Bank will not ask you for your password.
Is there a cost associated with FirstNet?
FirstNet does not have a set-up fee or monthly service fee. The service is free with any First Home Bank personal account.
The system has stopped accepting my commands and the login screen appeared.
The system may have been idle for 10 minutes or longer. For security purposes, the system is set up with a default feature for a 10-minute time-out. If the system is not used for 10 minutes, the user will be inactive and will have to login again.
How late in the evening can I make transfers?
The transfer cut-off time is 6:00pm Central Time on business days. Business days are Monday through Friday, and do not include federal or bank declared holidays.
If the system shows an error during a transfer, what do I do?
Do not immediately “reload” or “refresh” the transfer. The transfer may have already been posted, and the confirmation number was lost in transit. First, check the account the transfer was drawn on, and then check the account status of the account transferred to. If no debits or credits appear on your accounts, then the transfer was incomplete.
How current is the account information I access through FirstNet?
Account information is real time. When transfers are made online, the debit and credit will appear in each account once a confirmation number is given by the system. If you make a withdrawal at an Automated Teller Machine (ATM), or use a debit card, the information is posted to your account as soon as First Home Bank receives the data from either the ATM vendor or merchant.
What if I open a new First Home Bank account and want to access it online?
If you are already enrolled in one of First Home Bank’s FirstNet services, send a secure message to First Home Bank via the FirstNet Message Center requesting that your new account information be added to your FirstNet account. We will verify the account and process the activation of your account to allow you to access it online. If all information is correct, your new account will be available by the end of the next business day. If you are not currently enrolled in FirstNet but have a First Home Bank personal account, please complete the enrollment form online for Individuals, or visit any of our First Home Bank offices.
How much history is available to view?
FirstNet includes 30 days of history, and up to 1 year of past statements.
Who can I pay using Bill Pay?
You can pay any individual or business in the United States. First Home Bank will not monitor or verify check payees.
How many payees am I able to set up?
There is no limit to the number of payees you can have.
When and how are payments processed?
There are two types of payment – CHECK and ELECTRONIC.
- CHECKS are printed and mailed on the same day processed.
- ELECTRONIC payments are processed on the same day.
All bill payments are processed twice a day. The first processing begins at 2am CT and the second processing is at 12:00 noon CT. Any payments entered after the 2am processing, and before the 12:00 noon processing will be processed the ‘same day’. Any ‘same day’ payments scheduled after 12 noon CT, will be processed the next business day at 2am CT.
How are holidays and weekends handled?
Bill payments are not processed or paid on holidays or weekends. If a SCHEDULED bill payment falls on a holiday or weekend, it will be paid on the Friday BEFORE the weekend, or the last working day BEFORE the holiday.
How long do I have to add, delete, or edit a payment?
You can add, edit, or delete a payment up to 2am CT for the 1st processing, and up to 12:00 noon CT for the 2nd processing, on the day the payment is scheduled to be paid.
Can I edit an existing payee that is already set up?
The only items that can be edited on an existing payee are the alias name on the account, and the account number. If you want to change anything else, the payee must be deleted and re-entered.
How far in advance can a payment be set up?
Currently, a recurring scheduled payment can be set up in advance to any date in the future. A one time payment can be set up to be sent 5 years in the future.
How do I know if a merchant is electronic or check?
To search for an electronic payee, click on ‘Payees’ from the main menu, then select ‘Add Payee’. Type the name of the payee in the ‘Enter Payee Name’ field, then select ‘Submit’. Click on the payee name to set up the payment information. If the requested payee is not a result of a search, it must be added as a check payee.
How long does it take a payment to reach the payee?
ELECTRONIC PAYMENTS: allow 3 to 4 business days from when the payment is submitted.
CHECK PAYMENTS: the check will be in the mail on the same business day the payment is submitted, if the payment is submitted before 12 noon CT. (This is the same as if you wrote the check out of your checkbook, and put it in the mail on the same day). Please allow up to 10 business days for a check payment. (Just a note – we have no control over the U.S. Postal Service).
Why does it take up to ten business days for my payment to reach the payee?
Some payees are able to accept electronic payments, while other payees must be mailed a check. The 10 business days allow enough time for the payment to be received and correctly credited to your account.
Here is how it works:
- You set up your payment (e.g. to your utility company or to your credit card company) using First Home Bank’s FirstNet Bill Pay service.
- On the day the payment is scheduled to be sent, payment processing begins.
- Your payment order is sent either electronically or via U.S. mail. Your payee, not First Home Bank, determines the payment method.
What is the maximum payment amount?
Electronic payments are validated against your account ‘available’ balance prior to processing, and check payments settle against your account like any other check; therefore, there is no dollar limitation on payments made through Bill Pay. You are limited only by the amount of funds in your account, which may include any overdraft protection limit or Bounce Protection limit.
Can I place stop payments for bill pay checks?
Yes. After the check is printed and mailed, the payment history will show the check number for that payment. You can initiate a stop payment order through the FirstNet through the ‘Main’ menu. Stop payment fees apply.
Can I place stop payments for electronic bill payment or can I delete the electronic item once it has been submitted?
No. Once the electronic payment is submitted, it will be processed. We cannot place a stop payment on Electronic Payments after the item has been processed (see question ‘When and how are payments processed?’). It will then be up to you to contact the payee for a refund.
When do funds for payments debit my checking account?
For an ELECTRONIC PAYMENT, funds are debited the same business day that the payment is sent, if the payment is sent before 12 noon CT. Electronic payments submitted after 12 noon CT are debited the next business day during bill pay processing. CHECK payment funds are debited from the account when the check clears your account.
Are checks drawn against my account mailed to the payee?
CHECK payments will be handled in the same manner as a check written out of your checkbook against an insufficient balance and Non-Sufficient Funds (NSF) fees will apply. In severe or habitual situations, your access to FirstNet services may be revoked and your account with First Home Bank closed. See our FirstNet Agreement and Disclosure for further information.
ELECTRONIC payments are verified for funds availability during processing. If the funds are available, your account is debited for the payment and the payment is processed. If the funds are not available for the 2am processing, the system will try again at the 12:00 noon processing. If your account has insufficient funds at this time, you will receive a message in Bill Pay after processing informing you that the payment could not be processed due to insufficient funds. The bill pay system will continue to attempt to process the electronic payment until either you have the funds to let it go through or you delete the payment from your list of scheduled payments.
How long will payment history be viewable online?
Payment history for active and deleted payees is retained and viewable indefinitely.
Who do I call with questions about my payment history?
Call (417) 926-5151 between the hours of 8:00am and 4:30pm Monday through Friday, excluding holidays, and a Customer Service representative will be happy to assist you with questions on your payment history.
How am I billed for using the FirstNet Bill Pay system?
There is no charge for personal use of FirstNet Bill Pay.
Will the memo field shown on the ‘Add Payment’ screen be printed on the check sent to the payee?
Yes. The memo field will be printed on checks. The Payment Description field will not print on checks (this field is for your personal use). Electronic payments will not illustrate any information from the memo field. The account number that you entered when you added the payee to your personal payee list is printed on the check. This allows the payee to know which account to apply the payment to.
What if I want to inquire on the status of a payment?
First, check your accounts online and review the payment history or view scheduled payments in Bill Pay. If the information you are seeking does not appear, please call (417) 926-5151 between the hours of 8:00am and 4:30pm CT Monday through Friday, excluding holidays, and a Customer Service representative will be happy to assist you with your question. Please remember that electronic payments may take up to 4 business days before reaching their destination. Payments sent by check may take up to 10 business days.
What does the ‘status’ field indicate on the PAYMENT HISTORY page?
Payment history will reflect payee name, payment status, check number or electronic reference number, processed date, and amount. The payment status will indicate whether the payment has been processed and mailed (or sent electronically), is in process, if the payment has been stopped (as per your stop payment request) or is still pending. Sorting history by Payee, Processed Date/Time, or Amount can be done quickly by clicking on the column heading.
Can I get a copy of a cancelled check?
Yes. You can view and print an imaged copy of the actual bill pay item via FirstNet. To access imaged copies of your checks, within FirstNet access the ‘Main’ menu, then select ‘transactions’ from the drop-down menu next to the account selected. Click on the check number associated with the transaction to view the image of the check, and ‘flip’ to view the back of the check. This is a legal copy of your check, allowing it to be used as proof of payment.
Confirmation Numbers – Are these important?
Yes. A confirmation number will be assigned to each bill payment at the time you submit your request. The same confirmation number is also used each time you instruct the bill pay service to amend or delete a scheduled bill payment. You are encouraged to record these confirmation numbers for future reference in resolving any questions or expediting any request you may have about your bill pay transactions. Bill Pay Confirmation Numbers for scheduled payments are found in the menu option for ‘Bill Pay – Pending Payments.’
Can I communicate with someone at the bank online?
Yes. You can send and receive messages through the FirstNet service in a secured environment by clicking on “Contact” from the FirstNet main menu, then click “Add Message”.
How can you guarantee the security of my banking information?
We strive to insure the security of your banking information online. A few of these standards are listed below:
- Your banking information never travels the internet without encryption protection.
- Login sessions have a time-out limit requiring you to login again once the limit is reached.
- Password guessing is deterred with a lock-out feature. The system will automatically lock a user out of the system when an incorrect password is used three times consecutively.
Internet security is not a once and for all task. We are constantly developing and implementing security enhancements to ensure the integrity of our FirstNet system. To view more security tips click here.
What can I do to protect my account and personal information while I’m banking online?
Create a strong unique FirstNet password comprised of a minimum of 8 alphanumeric characters. Your client identification number and password verify who you are when you begin an FirstNet session with First Home Bank.
What are FirstNet Alerts?
FirstNet Alerts are notifications that you can set up to receive a message when you login to FirstNet.
What FirstNet Alerts can I set up for my accounts?
There are four (4) types of alerts you can receive: Event Alerts, Balance Alerts, Item Alerts and Personal Alerts.
Event Alerts are designed to notify you when something occurs on your account(s). Examples of Event Alerts include:
- Notifying when an electronic deposit (ACH credit) is received.
- Notifying when an electronic withdrawal (ACH debit) occurs.
- Notifying of Insufficient Funds. (NSFs)
- Notifying of maturing CDs.
Balance Alerts are designed to notify you when the balance in the designated account rises above or falls below the specified amount you’ve established.
Item Alerts can be set up to notify you when a particular check number posts to the account number selected.
Personal Alerts can be set up to remind you of anything you’ve designated for a particular date.
How do I add an Alert?
Once you have logged into FirstNet, select the following:
- Options menu
- Alerts sub-menu
- Choose the alert you would like to establish.
You can choose how you will be alerted by selecting either Alert menu when logging in [to FirstNet] or Alert me in an e-mail.
Click on the submit button to complete the setup. (Only one can be selected, but multiple alerts can be set up on each account.)
How do I verify or update my e-mail address?
Once you have logged in to FirstNet, select the Options menu then the Personal sub-menu to add or change your e-mail address.
What is the fee for the e-mail alert option?
There is no fee for e-mail alerts.