Online Banking Help and FAQs

Update your Information

Now you can update your phone number and email address without visiting the bank.

Here is how

• Login to the new online banking platform
• Click on the Self Service tab
• Under the Personal Information tab, click on Main Customer Information
• Enter new email address/phone number and click Update
• Your details will be updated automatically.

Synchronize Token

• Login to the new online banking platform
• Click on the Self Service tab
• Under the Token Management tab, click on Synchronize Token
  
• Enter two consecutive numbers generated by your token
• Click Synchronize.

• Schedule Alerts

  You can now schedule alerts on the new online banking platform, Such as:

  • Security Alerts: get notifications when critical events occur to your account, including changes to your login information (username or password) and profile information (address, email address, or security questions) or when your account has become locked (such as when the wrong password has been repeatedly presented)
  • Balance Alerts: get notifications when your account balance is lower or higher than s specified account
  • Budget Alerts: get notifications when the spending for any of your budget categories exceeds your target amount
  • New Message: when FirstBank has sent you a message.

  Login in to the new Banking Platform , click on Alerts, click on Schedule Alerts, select any of the categories, enter required information, click on Schedule Alert.

1. How do I get enrolled on the new FBNOnline platform?

• Download the e-banking application form from the FBNBank website; complete and submit at any FBNBank branch nearest to you. You will be set up in less than 5 minutes and your login details will be sent to your mailbox. Check your mail for your user id and password which would have been sent in two separate mails.

2. How do I get my login details?

• Your login details will be sent to the email address maintained in your customer information with the bank.

3. I checked my email but did not see any login details?

• Please check you junk/spam mail folders to confirm that the email was not sent. If no mail is seen, please contact FBNBank on 0266019888, send a mail to fbn@fbnbankghana.com or visit the nearest FBNBank branch to receive new login details.

4. What is a True Stamp?

• This is a new and unique security feature which allows you customize your login page and confirm that you are on the authentic FBNOnline website.

5. Where do I put the phone number for airtime recharge?

• On the “Bills” menu, enter the beneficiary phone number in the “Bill Reference” field

6. How do I access the new online banking platform?

• The most secure way to access the online banking site is through the FBNBank website at www.fbnbankghana.com

7. I cannot remember my password, what do I do?

• You may reset your password using the “Forgot Password” link just above your True Stamp on the login page.

8. I got a message that my account has been disabled, after providing an answer to a security question; what do I do?

• This occurs where the security questions are not answered correctly. Please contact FBNBank on 026019888, or send a mail to fbn@fbnbankghana.com, so that your security questions can be reset.

9. How do I synchronize my token?

• Under the “Self-Service” menu, click on “Token Synchronisation”, press the button on your token and enter the displayed code in the response 1 field, repeat for response 2 and click on “Synchronise”.

10. How do I check previous transactions from the old platform?

• Click on “Activity” under the accounts menu to check you transactions, you may select the duration for the activities you wish to view.

11. How do I download my e-statements?

• Click on “Download” under the accounts menu and select the duration for the statement you wish to download. (Please note that for optimal performance of this service, Internet Explorer 8 is required but preferably, you can download the csv file format from all types of browser).

12. I was prompted to choose 4 questions at initial login, why?

• The questions represent 2 password questions to be used for password self-reset, using the Forgot Password link, and another 2 security questions for intelligent authentication i.e. challenge questions to confirm account ownership when it is assessed from an unusual system, device or geographical location.

13. I tried logging into my account and received a message that I have been locked out, please help?

• Your account was locked out because there had been 3 failed login attempts. Please contact FBNBank on 026019888, or send a mail to fbn@fbnbankghana.com or visit the nearest FBNBank branch to unlock your account. Do not respond to suspicious email links or calls demanding that you update your account in order not to get locked out.

14. How do I check my account balance?

• Click on “Accounts” on the menu tiles, then click on “Activity” to view your account balance.

15. The email/ phone number reflecting on the online banking platform is incorrect, what do I do?

• You can update your email through the “Self Service” page, by clicking on “Maintain Customer Information”, editing your details and authenticating the change with your token.

16. Where can I view my transaction history?

• Click on “Activity” under the accounts menu to check you transactions, you may select the duration for the activities you wish to view.

17. How do I recharge a phone?

• Click on “Bills”, select the account and select “Mobile Recharge” under the category, enter the beneficiary phone number under “Bill Reference” field, and authenticate with a token How do I renew my Post-Paid subscription bills?

• Click on “Bills”, select the account and select “Phone Bills” under the category, enter the Post-paid phone number under “Bill Reference” field, and authenticate with a token.