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What to Expect the First Time You Log In
Mobile Users: Update Your App
If your mobile device is set up with auto-updates, you will immediately have access to the new Firstmark mobile app. If your mobile device is not set up with auto-updates, you will have to visit your mobile app store and select Update.
Desktop Users: Simply visit Online Banking on our home page to log in.

Step 1 – Personal Information.

After the upgrade, users can log in using their current username and password. For those who log in using biometrics, please have your username and password on hand. Additionally, you will need to have the following information:

  • Last four digits of your Social Security Number/TIN
  • Member number

Don’t Remember Your Username and Password?
To retrieve your username and password, please use the Forgot Username/Password feature.

Don’t Remember Your Member Number?
If you receive paper statements, please contact our Call Center at 210.442.0100 to request your Member Number (Account Number), or you may visit a Financial Center near you. 

Step 2 – Authentication.
Once your identity has been verified, you will receive a secure validation code by phone, text or email.

Step 3 – New Password.
Users will be prompted to create a new password.

How to Log In to Online Banking Without Your Member Number

Follow these steps to log in to Online Banking:

  • Go to Online Banking
  • Just below the Login prompt, click Forgot your Username or Password

Under Reset your password:

  • Select Personal or Business Account
  • Enter Username
  • Enter Last 5 digits of SSN/TIN

Security Challenge:

  • Select Delivery Method
    • Text, Voice Mail, Email, From Call Center
  • Select phone number or email from drop down menu
  • Click Request Code

Once you receive the code:

  • Enter Verification Code
  • Click Next
  • You will be prompted to change your password

    Tip: The password must be 8-20 characters long, contain at least one number, one capital letter, and can include these special characters ! @ # $ % ^ & ? * + = ( ) { } | ; . ' " ]. Passwords cannot be Personal Identifiable Information such as date of birth, social security number or member number.

  • Click Reset Password
Credit ScoreCredit Score Card ControlsCard Controls Personal Finance ManagerPersonal Finance Manager Banking DashboardBanking Dashboard
Enhanced Features and Functionalities

Learn about the new and improved digital banking experience. 

  • Keep track of your Credit Score
    • Stay on top of your financial wellness with a FICO® score that is updated four times a year
  • Take security to the next level with real-time Card Controls
    • Turn credit and debit cards on or off
    • Set alerts
    • View card activity
    • Replace lost or stolen cards
    • Set travel notifications
  • Make payments easier with enhanced Transfer capabilities
    • Transfer money between your Firstmark accounts and other financial institutions
    • Send money to another person you need to pay with ease
  • Use our new Personal Finance Manager to manage external accounts through Instant Account Verification
    • See all your accounts in one place (credit cards, other credit union or bank accounts, investments, etc.)
    • Supports personal finance management, including budgeting and money tracking
  • Customize your Dashboard for greater control
    • Add a profile picture
    • Hide, view or reorder accounts
    • Manage savings goals

Update your desktop browser

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New to Online and Mobile Banking - Sign Up Now

If you're NEW to online and mobile banking, you'll need to provide some personal details to get you started:

  • Member Number
  • Social Security Number
  • Date of Birth

After we verify your information, you will receive a Verification Code. This will allow you to create a password and username. Once you accept the Terms & Conditions, you can begin exploring Firstmark's Online and Mobile Banking. 

FAQs
  • Can I view disclosures after I have already agreed to them?

    Members will not be able to view these disclosures in Digital Banking, but we do encourage all members to visit the Firstmark website to view all disclosure presented in Digital Banking.

    Firstmark Credit Union values your identity and as such we will NEVER ask you via phone or e-mail for your account number or password. If you ever receive a call where this information is requested, do not provide or surrender account information.

    Privacy Notice
    Membership Guide
    Truth-in-Savings – Savings
    Truth-in-Savings – Checking
    Regulation D
    Fee Schedule

  • How do I access and edit alerts? I can’t remember where I enabled those alerts.

    Please look to the Alerts settings after login. You can access the Alerts by clicking on the three dots for the More menu. Review and confirm the alerts that you wish to have by toggling on and off and pressing save. After you log in to Online Banking, select Alerts. Review and confirm the alerts you wish to have by toggling On and Off and pressing Save.

  • How long does a member have to verify Trial Deposits (aka Micro Deposits)?

    If a member cannot use the instant account verification process, they are welcome verify an external account through a trial deposit. Once submitted, the member will have 30 days to confirm these deposits. Admins will have the ability to ‘reset’, if the member was not able to confirm or if member accidently puts in the incorrect amounts.

  • Will skipping next payment cause the payment to cancel?

    When selecting Skip a Payment in a recurring transfer series with no end date, the system will continue to push the date out. However, if the recurring series has an expiration set and if a member skips the next payment, it could cancel the payment series all together if the transfer was the last to take place in the series--depending on the expiration.

  • I locked my card online. Can you unlock it for me?

    You can lock and unlock your card(s) online.

  • Why would an External Account show as locked during the Trial Deposit process?

    Members will receive a “Locked” status on their External Account verification when submitting incorrect micro deposit amount 3 times.

  • Where can I see my preferred alert delivery method?

    You can edit and enable your preferred alert delivery method within the specific account alerts in your Profile, under Security.

  • Where can I find the full account number?

    Your full account number can be found under the desired account details for shares and loans. Account numbers are used for deposits and payments. The full account number is the MICR number.

  • What phone number displays when a member opts to receive a text or call for the verification code?

    The phone number will vary and will no longer be a short code number (Ex. 86434).

  • Will share nicknames stay the same after the upgrade?

    Nicknames will not stay the same after the upgrade. Members can recreate their account nicknames within the specified account details. NOTE: 16-character limit to all nicknames.

  • For an Internal Future transfer, should the amount reflect as pending?

    No, this is because funds are not verified or debited from the account until the day of the transfer.

  • Will there be a note to show if member blocks card online?

    No. This can be seen when Viewed as member.

  • Can I process a skip payment request?

    Yes! Please follow these steps:

    • Log  in to Online Banking.
    • In your Dashboard, select the ellipsis menu button.
    • Select Secure Forms.
    • Select Skip-A-Pay Request and enter all required information
  • How can I allow Online Banking to remember my device and/or browser?

    In order to allow your profile to remember your device, follow these steps:

    • Log in to Online Banking
    • Click on your profile icon and select security
    • Select the Two Factor Authentication tab.
    • Make your selections for mobile app and browser to your preferred settings.
  • Can I use any computer to access Online Banking?

    Yes. To ensure proper functionality, we recommend using the most recent versions of Edge, Firefox, Chrome, and Safari or better for browser software.

  • What do I do if I forgot my username and password and no longer have access to or forgot the email address I entered when I first signed-up?

    Contact our call center at 210-442-0100 or 800-683-1211.

  • What if I forgot my password?
    • Below where you would submit your username, click Forgot Password.
    • Enter your Username.
    • Select how you would like the secure access code sent to you (text, phone or email).
    • Enter the secure access code in the text box field.
    • Enter your new password and confirm.

    You will be logged in to Online Banking and your new password will be in place.

  • How do I log in to Online Banking for the first time?
    • Go to firstmarkcu.org.
    • In the upper right-hand corner, click Enroll Now.
    • Fill out the form and click Continue.
    • Once everything is verified, you will receive a congratulations message, click Continue.
    • Select how you would like the secure access code sent to you (text, phone or email).
    • Once you verify the secure access code, you will create your password.
    • You will be presented with the Terms and Conditions. Once approved, you will be taken into Online Banking.
  • How can I transfer funds between my account and an account at another financial institution?
    • On your Dashboard, select Make a Transfer.
    • Select +Add a Destination Account. If you want to add an account outside of Firstmark Credit Union, select Another Institution.
    • Select the financial institution that applies to you. You may have to search for it using the search bar.
    • Enter your account information and select Next.
    • Trial Deposits will be sent to that account within the next 24-48 hours.
    • Once those deposits are verified, you have access to initiate transfers into that account.
  • How do I make credit card payments online?
    • Log in to Online Banking.
    • Navigate to your credit card within your Loans & Credit accounts on your Dashboard.
    • Select the Actions button within the account details and select Make a Payment.
    • Enter payment details and select Review & Submit.
  • How do I change my Login ID (username)?
    • To change your username, select your Profile icon on the top right side of your screen and select Profile.
    • Navigate to the Security page and select Change Username in the ID & Password tab.
    • You will be prompted to change your username and select Save to update your changes.
  • How do I reorder checks?
    • Navigate to your Firstmark Credit Union checking account.
    • Select the Actions button and select Order checks.
    • You will be taken to the Deluxe check order site.
  • How do I see my cleared checks?
    • Log in to Online Banking.
    • Click on the Account, then type in the check number or click Show filters for a more detailed search criteria.

    Single Check Search Option:

    • Select Search and then Single Check from the drop down.
    • Enter the single check number in Check Number box.
    • Click on Submit.

     Multiple Checks Search Option:

    • Select Search and then Multiple Checks.
    • Enter the low check number in start check number box and the high check number in end check number box.
    • Click on Submit.
    • Click the magnifying glass located to the left of the transaction description to view your check image within the Check Viewer.
  • How do I upgrade my internet browser?

    Click on the browser options below to upgrade your browser.

  • I never received my Secure Access Code. What should I do?
    • Confirm that the phone number or email address you have on file with us is accurate.
      • If your contact information is correct, try a different delivery method like text/SMS.
    • If you need additional help, please contact our Call Center at 210.442.0100 or 800.683.1211. Our call center specialists will be available to help you through the process.
  • How do I change how my Access Code is delivered to me?
    • Log into Online Banking and click the profile icon in the top right side and select Profile.
    • Navigate to the Security page and select the Two Factor Authentication tab.
    • You may select whether you want to require a Secured Access Code every time you log into the browser or mobile app.
    • Select Save to update your preferences.

    If you need additional help, please contact our Call Center at 210.442.0100 or 800.683.1211. Our call center specialists will be available to help you through the process.

  • Why am I being asked to register my computer at every login?
    • If you are being prompted to register your computer every time you log in, your browser might not be allowing cookies. Online Banking places a cookie on your computer when you register your browser. This lets online banking know that you have confirmed and trust the computer being used.
    • If you are not accepting cookies, or deleting them, then you will be prompted to register your computer.

    Note: If you have a security program that clears your Internet cookies, or if you clear them manually, you will be required to re-register your computer. You may choose to adjust this setting in your browser’s Tools or Internet Options settings.

  • What are cookies?

    Cookies are small text files placed on your hard drive that permit web sites to store information about your visit. In most instances, this information is used to personalize subsequent visits to the web site or to remember any personal settings or customization available to you on the site. Most cookies are harmless, particularly when received from web sites such as your personal online banking site for your financial institution.

    There are two types of cookies: temporary and permanent. Temporary cookies are used and tracked by the browser to pass information and are deleted once the browser is shut down. Permanent cookies are stored on your system and can be accessed again for multiple visits. Permanent cookies usually have an expiration date and will be automatically deleted from your system at that time. Online banking uses both temporary cookies and permanent cookies but never passes private information through cookies.

  • How long does it take for a funds transfer to be completed?
    • For internal account transfers, the transaction will be immediate.
    • If you are transferring funds to an external account, the process can take from 2 – 5 business days.
    • You can check the status of external transfers in your transfer history.

    Note: External transfer requests are NOT processed immediately. External transfers are processed Monday through Friday before 2:00 pm, except on holidays. Any external transfer request submitted after 2:00 pm, or on a holiday, will be processed the following business day. 

  • How do I determine what browser I am using?

    To determine what browser and version you are using follow these simple instructions.

    • Open your browser.
    • Click on Help at the top.
    • Select About (name of browser, Help will display the version of the browser you are using).
    • Click on OK to exit.
  • How do I view transactions from a specific date range?
    • Log in to Online Banking.
    • Select the account on the Dashboard you wish to view.
    • Within the account details, select the Sort & Filter option.
    • Select the filters you wish to see, and the changes will appear automatically.
  • How do I change my contact information?
    • Log in to Online Banking.
    • Next, navigate to your profile by selecting the profile icon on the top right side of your Dashboard, and select Profile.
    • In the profile page, within the Personal Details tab, you can update your phone and email information. Click Save to update your changes.
    • To change your address, select the Address tab and make necessary changes and select Submit.
  • Why can’t I connect to Mint using Online Banking?

    Online Banking utilizes device and browser registration to verify the legitimacy of a person’s banking identity.  At this time, Mint is not compatible with financial institutions that have this layer of security.

    Firstmark Credit Union offers a free personal financial manager with functionality comparable to Mint. This personal finance manager can offer a Spending Analysis based on your account’s transactions, savings goals that can be catered to meet your goals and a Financial Wellness tool to keep you on track.

  • How can I verify that Online Banking transactions were successful?

    You can view your account history daily within the Online Banking system.

    If Online Banking transactions are successful, each will show up in your account history. At the time of the transaction, you will be given a reference number. Please keep this number in order to reference a specific transaction.

    To view your statement, you will need to log in to Online Banking.

  • How do I place a stop payment on a check?
    • Log in to Online Banking.
    • On the top right side of your Dashboard, click the ellipsis to display menu items and select Stop Payment.
    • On the Stop a Check page, select the account.
    • Enter the check number (or in the case of multiple checks, enter the series you wish to cancel), who the check was written to, the amount of the check and the effective date of stop payment.
    • Please read the Stop Payment Disclosure and review any applicable fees.
    • Next, select Confirm.

    Note: If the amount of the check is unknown, contact our call center at 210-442-0100 or come into a financial center for assistance.

    • Once you have entered all the information for the stop payment, click Submit. A pop-up message will ask if you are sure you want to proceed with this transaction. If so, click OK to confirm.
    • Next, the Submit Transaction page will require your approval to complete the transaction. Here, you will see the details of the transaction listed. You can choose to Approve, save as a Draft or Cancel the stop payment. The stop payment will not be processed until you approve the transaction.

    Please note, when you approve this transaction, a Stop Payment fee will automatically be deducted from your account.

  • How do I sign up for Mobile Banking?
    • You do not need to sign up for mobile banking.
    • Simply go to the App Store icon on your phone.
    • At the bottom of the apps store, there is a search icon. Click on this icon, type Firstmark and then Enter.
    • You should see the Firstmark App. Click Download.
    • Once downloaded, the App will appear on your phone.
    • Double click on it. Follow the login instructions moving forward.
  • How to deposit a check using Online Banking?

    You can only deposit checks using the mobile app. Here's how to get started:

    • Download the Firstmark Credit Union App.
    • Log in to the App. Click the Deposit icon.
    • Properly endorse the back of the check you are depositing.
    • Choose the Deposit Account and Amount to deposit.
    • Take a photo of the front and back of the check.
    • Click Submit Deposit.
  • How do I add an account from another financial institution?
    • Log in to Online Banking.
    • On your Dashboard, below your list of accounts on the left, select +Connect a Financial Institution.
    • Select the financial institution you wish to connect. You may need to search for it using the search bar.
    • Enter your financial institution’s online banking credentials.
    • A random code will be sent to your preferred delivery method.
    • Enter the code sent via preferred delivery method and select Submit.
    • External financial accounts added will be view-only.
    • Once verified, you will have access to view your account’s balances and transactions.
  • How often will I have to register my computer?

    You will only have to register your computer once for each device/browser you use to access Online Banking. For example, you may register your home computer using Chrome; however, if you use that same computer the next time using Firefox or another browser, you will have to register again. That’s because the cookie that “registers” the computer is saved in a specific file for that browser.

    Note: If you have a security program that clears your Internet cookies, or if you clear them manually, you will be required to re-register your computer immediately following that event. You may choose to adjust this setting in your browser’s Tools or Internet Options settings.

  • How do I review my recurring transactions and funds transfers?
    • Log in to Online Banking.
    • Click on Make a Transfer on the top of your Dashboard.
    • Select the Scheduled Transfers tab
    • From there you will see all future dated transfers and recurring transfers.
  • How do I cancel or revise a recurring funds transfer?
    • Log in to Online Banking.
    • Click on Make a Transfer on the top of your Dashboard.
    • Select the Scheduled Transfers tab
    • Select the transfer you wish to cancel.
    • You have the option to cancel only the next transaction (Cancel Next) or all remaining transactions indefinitely (Cancel Remaining).
    • Select Yes to submit your changes.
  • How do I create a recurring transfer?
    • Log in to Online Banking.
    • Click Make a Transfer on the top of your Dashboard.
    • Select the accounts you wish to transfer between and enter the dollar amount.
    • Select the frequency in the Occurs dropdown and select a Start Date and End Date.
    • Select Review and Submit to save your changes.
  • How can I receive account alerts?

    Alerts can be set-up by going to Alerts under the ellipsis menu on the top right side of the Dashboard. Alerts are delivered to you in the following ways:

    • Secure Message Notification – An alert will always be delivered to your secure mailbox under the Services > Secure Messages menu. In the case that you fail to receive an email or miss a notification phone call, you can always confirm and review your alerts in your secure mailbox.
    • Email Notification – An email notification will be sent when your alert is triggered. Email notifications are sent at 5:00 a.m. and 2:00 p.m. CST.
    • SMS Text Message Notification – A text message will be sent to your mobile device. If you choose a text notification, you should enter the desired time you want to receive the text any day the alert triggers.
    • Push Notifications – A push notification is a real-time alert and message similar to a text/SMS that you receive on your Apple or Android device when you have the Firstmark Mobile App installed. You can opt-in to receive push notifications of your security alerts.  

    Note: Depending on your mobile plan, you may be charged for text messages. Standard text messaging fees apply. 

  • How do I add or change my account nicknames?
    • Log in to Online Banking.
    • Navigate to the account type in your Dashboard.
    • Select the Details tab within your account details screen.
    • On the bottom, you can update your Account Nickname.
    • NOTE: There is a 16-character limit on Account Nicknames.
  • How do I set up balance alerts?
    • Log in to Online Banking.
    • Select Alerts from the ellipsis section of the Dashboard menu.
    • Click Add Alert and choose the alert type.
    • Enter the alert criteria for your desired alert as well as your desired Notification Frequency and Notification Preferences.
    • Next click OK.
  • How do I access my secure messages from Online Banking?
    • Log in to Online Banking.
    • Select the Envelope Icon on the top right side of your Dashboard.
    • Select the message you wish to see in its entirety.
  • What types of account alerts can I set up?

    Account alerts let you know when certain events happen. There are four types of alerts:

    • Date Alert – Date Alerts are alerts that offer a convenient reminder of important dates or events.
    • Account Alert – Account Alerts are alerts triggered based on changes to your account details.
    • History Alert – History Alerts are processed transaction alerts triggered based on historical transaction details.
    • Transaction Alert – Transaction Alerts are transaction-based alerts triggered based on the type of online transactions.
  • What is 128-bit encryption?

    The 128-bit encryption refers to the size of the key used to encrypt the message. A longer key means the encryption is more “random,” thus making a 128-bit encryption logically unbreakable.

  • How does the joint signer on my account get access to Online Banking?

    You must be the primary in the account to sign up for Online Banking. If your joint wants to have access to the account, you may share your online banking credentials (username and password).

  • What do I enter as "last name" to process a member to member transfer to a business account?
    For a member to member transfer to a business account, enter the FULL business name in the Last Name field.