Digital Banking

Members will not be able to view these disclosures in Digital Banking. We encourage all members to visit the Firstmark website to view all disclosures presented for 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.

Membership Guide

• Go to firstmarkcu.org or download the app. 
• Click Enroll.
• 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 Digital Banking (Online and Mobile).

Error 1020 means that your IP address is being blocked. This is common for those who use a VPN, Anti-Virus or WIFI blocker. For security, your system will block an IP if it cannot be verified. To address this issue, you must disable your VPN, Anti-Virus or WIFI blocker to gain access to our system. You may also need to reestablish your carrier (AT&T, Verizon etc.) connection. To do this put your phone in "airplane mode" for a minute then turn airplane mode off. 

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).

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

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.

Click on the browser options below to upgrade your browser.

• Microsoft Edge – Upgrade Now
• Firefox 24.0 or better – Upgrade Now
• Chrome 30.0 or better – Upgrade Now
• Safari 7.0 or better – Upgrade Now

The phone number will vary with each verification code and will be 10 digits long. 

• 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.

• 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.

• 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.  Please be aware that the system prompts for a code to be entered for security purposes when login behavior or your location changes. This is an enhanced security feature and cannot be turned off.

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.

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.

• 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.

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

• 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.

• Log in to Digital 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.

• • Log in to Digital Banking.
  • Navigate to the account type.
  • 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.

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.

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.

You may choose to set up the external account using instant account verification if the primary account holder's name is the same at each 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.

Or you may choose to add the account manually by entering your account number and routing number.

• 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.

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.

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

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

• For internal account transfers, the transaction will be immediate.
• If you are transferring funds to or from an external account, the process can take 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. 

• 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.

• 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.

• 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.

If you have not already done so, you must link an external account to pay from another institution. Once linked, please follow instructions below:

• 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.

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.

• 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.

Yes! For Auto and Personal Loans, please follow these steps:

• Log in to Digital Banking.
• In your Dashboard, select the ellipsis menu button (...).
• Select Skip-A-Pay and enter all required information.

For Credit Card follow these steps:

• Log in to Digital Banking.
• In your Dashboard, select the ellipsis menu button (...).
• Select Secure Forms.
• Select Skip-A-Pay Request and enter all required information.

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.

• 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.

• Log in to Online Banking.
• Click on the Checking Account that the check has cleared from and type in the check number in the search field.
• Next, click the magnifying glass to view the check image within the check viewer.
• A back and front picture will be provided

• 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.

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.

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. 

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.

• 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.

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

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.

• 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.

• Log in to Digital Banking.
• Select the Envelope Icon on the top right side of your Dashboard.
• Select the message you wish to see in its entirety.

• No, this feature is optional and adds value to the online banking experience.
• Cardholders do not have to take advantage of this feature and can wait until their physical card is received in the mail.

• Within their digital wallet under the Card Controls section.

• Cardholders can select to push their card information into their digital wallet via their online banking profile.

• Members will have access to their digital Credit Card(s) the following business day after they’ve reported their card lost/stolen or had a new card generated for the first time.
• When available, the “Add to Wallet" button will appear under Card Controls for Credit Cards.

• No, this feature is not currently available.
• They will only be able to use their card via their digital wallet.

• Yes, the card number issued through digital issuance will be the same plastic number the member will receive in the mail. The expiration date and CVV code will differ. Therefore, the member will need to activate the plastic upon receiving it.

• It will take three business days for the reported lost/stolen card to be removed from the Loans & Credit section. Members may see two Visa until then.
• The last four of the old VISA card number will update two business days from the date it was reported lost/stolen.

• Digital issuance and push provisioning (ability to add the device wallet) will only work in the Firstmark mobile app.

• Yes, cardholders using an Apple Watch and iPhone could have their digital card on both devices. Apple device holders must add the card to their watch and phone wallets independently of each other if they would like to use both devices.
• To add the credit card to the Apple Watch, the Apple Watch app should be used.
• Android cardholders can only push their card to their smartphone.

Firstmark offers Pay a Person, a P2P service that allows members to send funds to non-members with a U.S. bank account and/or eligible debit card for free. Unlike Zelle®, Cash App, or other P2P platforms, the recipient will not have to sign up to accept the funds, and a 1% instant deposit fee is not required in order to receive funds instantly.

Members can send funds directly using their checking account(s) or debit card(s).

• No, P2P is only for domestic use, not international.
• If a recipient’s phone number is not U.S.-issued, the notification to accept the phone will not be sent/deliverable.
• If a non-U.S.-issued bank/card is used to accept P2P, the member will get an error message.

• Yes, this can be done by having the recipient change the deposit settings for future payments. This link is usually found in the notification email received by the recipient.
• After clicking the link, the recipient would have to answer the security questions once more before being able to edit the deposit account settings.
• The bank account details must be re-entered before the options are presented to the recipient.

The recipient will receive notification of funds waiting to be accepted immediately after the sender submits the payment.

• Yes, members can cancel/delete only if the payment is pending. Once clicked, the member will be given the option to delete. Pending transactions can be found under Scheduled.
• An email notification will be sent to the sender after the successful cancelation/deletion of the transfer.

No, the secret answers the recipient must input correctly are not case-sensitive.

After the member has completed the transaction and is greeted with the confirmation number pop-up if they decide to select the back button on their browser and resubmit, the payment will be duplicated and generate another confirmation number.

P2P only lives within Digital Banking. It does not have access to the contents outside the mobile banking app. Therefore, members have to input contact details manually.

No, P2P is only available for consumers; business members are restricted from using this feature.

• Yes. To update the banking details to which the funds are to be deposited, the same link used to accept the funds would need to be revisited.
• Upon opening, it will provide steps to change the deposit settings.
• When the security questions are answered correctly, it will then allow the recipient to change the deposit settings.

• Funds scheduled to transfer would remain within the member account as it only gets processed if the recipient accepts the funds by inputting their banking details.
• The funds may take 3-5 days or sooner to be credited/reversed to the member’s account.

• Yes, in step 3 for sending funds through the checking account, members can turn on the “Auto Pay” function, which would then uncover multiple schedules that can be selected.
• Scheduled payments are not possible when sending funds using the debit card option, as this option is in real-time.

There is no cost associated with real-time P2P using a debit card or checking account. Instant deposits using debit cards are free for members.

No, the member only needs access to their Online Banking profile.

Before submitting a payment, members can select the option of being notified when payment is delivered.

Yes, a checking account is required for members to utilize P2P.