Woman using a mobile phone

Frequently Asked Questions

Use the menu below to locate the FAQ page that will assist you. If you need further assistance, contact a local FNB branch or use the FNB on-line form.
What is Ampre?
Ampre is a program that links offers from merchants directly to your debit card, giving you cash back to your account.
 
You earn cash back to your card simply by using your debit card at participating Ampre merchants. Simply create your account to sign up for notifications, view the participating merchants, and the amount of cash back you have earned with Ampre.
 
How much does it cost to register?
You are automatically enrolled in the Ampre program with your debit card and it's FREE to start saving with Ampre.
 
How do I join Ampre?
You are automatically enrolled in Ampre. Visit myampre.com/fnb-bank.com/ and select Create an Account or Sign In if you have already created a username and password.
 
To create an account, you must have the card number of your debit card.
 
What if I have questions while on the Ampre website?
Customer service is available 24/7/365 ‐ simply select the Email option under the "Need Help?" slide out or call 877.272.7445 and your questions will be answered directly by a dedicated Ampre customer service representative.
 

Cash Back

How much cash back do I get?
All Ampre merchants offer a % cash back reward on your qualifying purchase.
However, merchants may also have additional rewards that they offer for traveling out of your way, visiting at one of their slower times, or making several purchases. You will earn cash back for all offers you are eligible for, up to the maximum percentage set by a merchant. To determine qualifying purchases and the specific cash back awarded, please review the offer details for each participating merchant listed on the Ampre website.
 
Is there a limit to the amount of cash back that I can earn through Ampre?
No, the more you shop ‐ the more you can earn!
Please refer to the retailer offer page for complete information regarding eligible purchases for each retailer.
 
How do I earn cash back from merchants with Ampre?
You earn cash back based on the dollars you spend at participating merchants using your debit rewards card.
In order to earn cash back from an Ampre merchant, you must sign for your purchases (PIN purchases are not subject for credit). Each merchant may have a different offer, so please check back frequently for updated information.

When will I receive my cash back?
You will receive your cash back to your account typically within one week after the qualified transaction has been processed and a statement credit will be automatically issued to your debit card.
 
You can update the primary card on your account anytime by visiting your profile. You can view your rewards earned on the My Savings page.

How do returns, exchanges and/or back orders affect the cash back earned for the purchase?
If any part of a qualifying transaction is returned to the retailer or is not completed, your cash back for that transaction may be reduced or removed from your Ampre debit card account. Please check each retailer's policy for returns.

How do I verify my cash back has been posted to my Ampre account?
Sign in to your Ampre account. Select the My Savings page to view all of the Ampre offers you have earned.
 

Merchants

How do I identify Ampre merchants?
You can browse the Ampre merchants by logging on to the website and selecting the View Offers link.

How do I tell the merchant I am using an Ampre offer?
You do not have to tell the merchant. The merchant's system will automatically recognize if your debit card is enrolled when you swipe and sign to make your purchase.
 
There are no hoops to jump through to get your cash back rewards, simply use your card at participating merchants.

How do I view all participating Ampre merchants?
The Ampre available merchants and offers may change at any time, however new retailers are continuously added so be sure to visit myampre.com/fnb-bank to view all participating retailers and merchants.
What will I need to do before I can begin using my First National Bank MasterCard Debit Card?
Once you receive your debit card in the mail, you will need to activate it at an ATM. You may do this by completing any transaction that requires you to enter your PIN. The PIN is what activates the card. Make sure you sign your name on the back of the card. This will help eliminate possible fraud if the merchant verifies the ID of the person using the card.
 
My First National Bank Debit Card has a MasterCard logo on the front. What does this mean?
The logo on your card means that it is accepted at millions of locations around the work that accept MasterCard, in place of cash or checks. Your card is a debit card, which means the funds come from your checking account instead of a credit line. The MasterCard logo means you have more protection. It also means it is the network we use to process transactions.
 
What is a non-PIN purchase?
Any transaction that does not require you to enter your PIN is considered a non-PIN purchase. They are also known as ‘Credit’ or ‘Signature-based’ transactions. These transactions are processed by MasterCard but are still deducted directly from your checking account.
 
When I swipe my card at a merchant, which button should I press – “credit or debit”?
Use the credit button when using your card. You have more protection against fraud should something happen to your MasterCard card, such it becoming compromised. PIN-based or “debit” transactions do not fall within the Zero Liability areas.
 
Does my card have daily purchase limits or cash withdrawal limits?
Yes. To help reduce the risk of fraud and funds that may be withdrawn from your account, the Signature-Based “credit” purchase limit is $1000.00 per day and the PIN-Based “debit” purchase limit is $300.00 per day. Please contact your branch if you need to temporarily use your card for higher purchase amounts.
 
Can I pay bills with my First National Bank debit card?
Yes. You can use your debit card to pay any bills that accepts MasterCard. Your bill payer may be able to set up ongoing scheduled payments also.
 
How do I keep track of my purchases I make with my debit card?
You should always keep your receipt for posting record. Make sure any entries you make post to your account for the correct amounts and only post one time. You can track all your purchases daily by enrolling on FNBOnline.
 
Can someone use one of my receipts to access my account?
No, they should not be able to. Purchase receipts should only display the last four digits of your card number. So if someone finds one of your receipts, they won’t have enough information to access your account. If you notice any receipts that contain more card information, immediately notify the bank and provide us a copy of the receipt so the merchant is notified by MasterCard.
 
How can I dispute a charge on my account?
If you allowed the merchant the debit your account, you must first contact the company that made the charge and ask them to reverse the entry. Please keep track of the date, time, person you speak with and the response they give you. A merchant has 30 days to provide you with credit from the time you call them. If you do not receive credit after 30 days, you may visit your local branch and file a dispute. You must bring with you paper documentation of all the contacts you made with the merchant. If the entry was never authorized by you, please visit your local branch and complete a dispute form. Your debit card will be ‘hot-carded’ for fraudulent activity so you will need to complete an application for a replacement card. Credit is passed to your account within 1-3 days after completing your dispute. First National Bank has 45 business days to research the transaction. If the transaction is found to be valid or the merchant passes credit within that time, the bank will debit the money back out of your account.

What are temporary authorizations and what types of merchants generally use them?
A temporary authorization occurs when a merchant tests to confirm that your credit card account is valid and/or has sufficient Available Credit. Gas stations, restaurants, hotels, car rental agencies, and airlines commonly use temporary authorizations because the card information is often provided before the final transaction amount is known. Please note that this list is not all-inclusive; temporary authorizations are a common merchant practice. Examples include $1.00 for gasoline "Pay at the Pump" purchases and hotel reservation amounts.
 
Why doesn't the temporary authorization amount match my receipt?
Gas stations, restaurants, hotels, car rental agencies, and airlines commonly use temporary authorizations because the card information is provided before the final transaction amount is known. Once the actual transaction amount is determined and posted to your account, the temporary authorization will be removed in full.
 
How does a temporary authorization affect my account balance and credit line?
Temporary authorizations are deducted from your available credit only; they are not included in the account balance. The charge will be included in your account balance when the actual transaction amount is determined and posted to your account.
 
How long will temporary authorizations remain on my account?
Temporary authorizations can remain on your account for up to 5 days. In the event of an error, only the merchant can remove the authorization by providing an indemnity release to the bank.
 
Can I dispute a temporary authorization?
Because temporary authorizations are subject to change pending the final transaction amount, you are unable to dispute them. You must wait for the actual transaction to post to your account. It is not necessary to call regarding a temporary authorization unless you know that your card, cash advance checks, and account number have not been used for any reason.
 
Why does the temporary authorization appear twice for the same transaction?
If a temporary authorization appears twice, it does not necessarily mean the account will be billed twice. It is possible that the authorizations will post as one charge for the final transaction amount. If two charges for a similar amount from the same merchant appear on your statement in error, you will be able to initiate a dispute.
Where can I find an Enrollment Form to sign up for an FNBOnline Logon and PIN?
Click on 'Enrollment Form' on the FNBOnline Information page, fill in your information and print the form.
You can drop off the form at any First National Bank location, or you can mail it to the following address:
First National Bank
Attn: Customer Service
P O Box 248
Cloverdale, IN 46120
 
How long after I turn in my Enrollment Form can I expect to have my Logon and PIN?
You should have your Logon and PIN within two weeks.
You will receive your Logon letter first, and then a couple of days later you should receive your PIN with instructions on how to sign on to the system
 
How late in the day can I schedule a transfer of funds and still be on today's business?
Transfers scheduled before 6:00pm EST will take place on that business day, unless a future date is selected.
Normal business days are Monday through Friday.
 
I scheduled a transfer, but have changed my mind. Can I delete it?
Yes. Navigate to the 'Transfers' page, then select the appropriate account by "View Transfers for" and click 'Delete.' Then click 'Delete' on the next confirmation page.
 
Can I pay additional principal on my loan using FNBOnline?
Only regular loan payments are available on FNBOnline at this time.
 
Why does my FNBOnline PIN expire? How often does it expire?
FNBOnline PIN's expire every 180 days for security reasons. You will be alerted from within the system approximately 14 days before your PIN expires and you will have an opportunity to change it.
 
FNBOnline is telling me my account is locked. What does this mean?
Whenever there are three unsuccessful attempts to login to FNBOnline, your account will become locked for security reasons. Just call your local FNB location or give us a call at 888-277-6506 during normal support hours. We will verify your identity and reset your PIN within 24 hours.
 
Why can't I transfer between my FNB accounts?
When you completed the FNBOnline Enrollment Form, you may have not selected to allow transfer capability to your logon.
Also, for security purposes, if you did not answer the question, we did not set up transfer capability. To allow transfer capability, just contact any FNB location or give us a call at 888-277- 6506 during normal support hours.
 
Some of my accounts are not displayed when I sign onto FNBOnline.
When you completed the FNBOnline Enrollment Form, you may have selected to only have access to specific accounts.
To include additional accounts, just call any FNB location or give us a call at 888-277- 6506 during normal support hours.

When I sign on, I see "You have 1 new message" What is this?
A feature on FNBOnline is the ability to send and receive secure messages.
 
When you see "You have 1 new message" displayed, simply click on the red dot and your incoming secure message will be displayed. You may reply to, print, or simply read the message and discard it.
 
I can't seem to remember my FNBOnline ID number. Is there any way to change it?
Once you login, click on "Options" at the top of the page.
 
Then, simply type in your new "Personal ID" on the appropriate line and click Submit. The next time you login, use this new ID. Remember that each ID must be unique, so if your choice is already taken you will have to select another.
 
When I display my current transactions, I see "POD capture". What does mean?
FNBOnline is continually updated throughout the day to give you the most current information possible.
 
Anytime checks are presented during the day, they are "memo posted" to your account. A check received at First National Bank location and processed or a check that has been presented for payment from the Federal Reserve would have the description "POD capture". You can not view the images of these items until later that day.
 
As a business owner, I would like to offer direct deposit payroll to my employees.
With our Cash Management product, a business (large or small) can pay their payroll and vendors through ACH origination (direct deposit).
 
Call 888-277-6506(toll free) or contact FNBOnlineSupport@fnb-bank.com for more information.
 
Is there an automatic way for FNBOnline to tell me if a check has cleared?
... At the top of your screen, click on "Options". Next, select "Alerts". In the "Item Alert" section, click on "Add Item Alert".
 
Then select the checking account and fill in the check number. When the check clears, you will receive an alert on the opening page of FNBOnline. Remember that this will only work if the check has not yet cleared your account. Note: You need to login to FNBOnline to receive the alert.
 
What does it mean when I see "You have 1 new alert" when I login?
That is an indicator that FNBOnline is sending you an alert based on a selection you made in "Alerts" on the Options screen. Click on the red dot to receive the details.
 
Does First National Bank offer bill pay?
Yes, we do. Contact your local FNB location for details.
Can I enroll for Mobile Text from my mobile device?
No, self-enrollment for Mobile Text must be completed on the traditional FNBOnline PC website. You can enroll thru the Options Tab > Mobile Settings > Text Mobile Settings
 
I did not get a text to confirm my enrollment . How do I find the validation code to use to complete enrollment?
You can re-submit the enrollment again to redisplay the code and to verify your phone number that will receive the text. (Code is 89549)
 
How do I get information for one specific account?
During the enrollment process you must designate a mobile short name for each enrolled account. This short name must be included in the text request to get account specific information. Example:
  • All balances will be received if you text BAL
  • One specific account if you text BAL MY SVG
How do I get more than the last four transactions that occurred?
At this time, only the last four transactions are available for Mobile Text. You will need to log into your FNBOnline account on your PC or thru FNBOnline Mobile Web to review other further transactions.
 
I cannot remember the commands for Mobile Text.
The following messages are available for Mobile Text:
5-digit number Security code texted to 89549 when enrolling or changing enrollment info
  • Help Returns command references
  • Bal Returns balance for all enrolled accounts
  • Bal Returns balance for specified account
  • Hist Returns last 4 transactions for all enrolled accounts
  • Hist Returns last 4 transactions for specified account
  • Stop Disables enrollment for text mobile banking
*Note: SMS messages are not case sensitive
 
How do I un-enroll for Mobile Text?
Un-enrollment can be accomplished two ways. You can log in to your FNBOnline PC site and un-select the enroll option or you can text STOP to 89549.
What is FNBOnline Mobile?
FNBOnline Mobile is the travel version of your FNBOnline account. You use the same ID and password for both versions. FNBOnline Mobile has less features available than FNBOnline on your PC.
 
What functions can I perform from my mobile device?
Provided you have access for each particular feature, you can:
  • View Transaction History
  • View Account Balances
  • Transfer Funds between accounts
  • Pay Bills to existing Payees
  • View Alerts
  • Release ACH and wires (commercial users only)
What are the restrictions on the type of mobile devices that can be used to access accounts?
FNBOnline Mobile works with any web-enabled mobile phone device whose network allows secure SSL traffic.
 
How do I enroll to become a mobile user?
Log into FNBOnline > Select Options > Mobile Settings > complete all the necessary information and click Submit. You must agree to the Agreement and Submit. You may also do a self-enrollment from your mobile device. All your accounts from FNBOnline will show on your Mobile device with self-enrollment. If you wish to only have particular accounts, you can select those through the Options Settings on your regular FNBOnline account thru your PC.
 
What if my password is expired on my mobile device?
You will need to log on to your FNBOnline account and change your PIN on your PC.
 
What if my password is locked out on my mobile device?
You will need to contact your local branch and have your password unlocked and/or reset.
 
What if I can't get my mobile device to work with Internet Banking?
There are a number of reasons that you may experience trouble accessing mobile internet banking. To use the mobile version, your phone needs to meet the following minimum requirements:
  • Your mobile device must be web enabled.
  • Your mobile network must allow secure SSL traffic. (You may need to contact your mobile provider to determine this.)
How do I change my PIN on my mobile device?
You are not able to change your PIN on your mobile device. You must sign on to your FNBOnline account on a PC to make any password or ID changes.
 
What happens if I lose my mobile device?
Since your account data is not stored on your mobile device, your information cannot be stolen. When you replace your device, follow these two steps. 1) simply edit your Mobile Settings 2) make any changes to the Wireless Provider and/or Phone Number.
 
How do I know if my transfer or bill payment was entered successfully?
Select to receive text alerts. Each time you make a transfer or bill payment, a confirmation SMS Text Message will be sent to your mobile device. If you do not receive a confirmation text message for a transfer or payment. Start by double checking to make sure the transaction went through via traditional FNBOnline. You may change this setting via FNBOnline at any time if you would like.
 
What happens if I lose communication/signal during a transaction?
When you complete a transaction from your mobile device (bill payment, funds transfer, etc.) you will receive an SMS Text Message as confirmation that the transaction was successful. If you do not receive this message due to a dropped call or lost signal, check your accounts and re-submit any transactions that did not process. You may change this setting via FNBOnline at any time if you would like.
 
What do I need to do if I get a new phone?
  • New Phone with same phone number and provider: no changes on your part are necessary.
  • New Phone with a new provider and/or phone numbers:
    • log in to your FNBOnline account via the Internet
    • update your information on the Options tab > Mobile Settings page.
    • You will not receive SMS Text Messages regarding Mobile Banking transactions if your phone number is not correct.
How can I search for a transaction?
You will only be able to view 15 days' worth of transaction history on your mobile device. There is not a search feature.
 
Can I use any mobile device to access my accounts?
Yes. You can access your accounts via any mobile device that is web-enabled and allows secure SSL traffic.
 
How do I delete a Bill Payment that I set up through my mobile device?
You must log in to the internet-based FNBOnline ID and delete the payment from the Net Pay Tab.
 
When I try to enter an amount for a bill payment or transfer, I can only enter letters.
Check your phone's settings to make sure you don't have Alpha-only enabled on the keypad.
 
What if I no longer want to be a mobile user?
Log in to FNBOnline > Select Options > Mobile Settings > Deselect Activate Mobile Banking Access > Click Agree.
 
 
Learn how to add cards
 
Learn how to turn a card ON/OFF

 
Learn how to set up spend controls
 
Learn how to set up alerts
 
Learn how to set up location controls
What is NetPay?
NetPay is a service that allows you to pay virtually anyone or any company through your online banking account. You determine who you want to pay, when you want to make the payment and which account you want the payment to come from. It's safe, secure and easy to use.
 
Who can I pay with NetPay?
You can pay virtually any business or individual with a mailing address within the United States and Puerto Rico. For example, you can pay utilities, cable bills or credit cards, or individuals such as a landlord, babysitter or relative.
 
How do I enroll in NetPay?
It’s easy to enroll in NetPay. Just log in to your account and click the "Bill Pay" link to access the short enrollment form.
 
How do I start using NetPay?
The first step is to add a payee, the person or company you wish to pay. Here’s how easy it is:
  1. Log in to your account and click the "Bill Pay" link.
  2. Click the "Add a Payee" button on your home page dashboard.
  3. Enter the requested information. Typically this information can be found on your latest bill statement.
Once you add your payee, you can start making payments in seconds.
 
How do I make payments with NetPay?
  1. Find your payee on the payments dashboard.
  2. Enter the payment amount and date, then submit.
How are online payments delivered?
Payments are sent one of two ways—electronically or by paper checks. The majority of payments are delivered electronically. Your payment information, such as your account number, is sent via secure transmission. All other payments are made by paper checks that are mailed via the U.S. Postal Service.
 
Is NetPay secure?
Paying bills online is one of the safest ways to pay your bills. NetPay helps guard against identity theft from lost or stolen checkbooks, bills and statements. It also increases your privacy because only you can access your account information, account numbers and payment history. As a result, you maintain tighter control of your account with real-time access to your payments activity.
 
How long does it take before my payment is received?
Generally, your payment is received within 2 to 7 days, depending on whether or not it is sent electronically or via paper check.
 
How are the scheduled payments processed with NetPay?
Most scheduled payments are sent electronically and funds are withdrawn from your account on the payment date.
 
What are the primary benefits of NetPay?
Here's a quick list of the many ways you can benefit from using NetPay.
  1. Save time. With NetPay, you can receive and pay your bills online, all in one place. That means no more visiting multiple websites to pay bills or trips to the post office to mail checks. In addition, smart features such as recurring payments allow you to automate regular bill payments.
  2. Save money. Paying bills online saves on postage, envelopes, late fees and checks. If you pay just 10 bills per month, you can easily save over $110.00* per year.
  3. Stay organized. Your payment history is stored in your online account, so you won't have to sort through paper receipts or visit multiple websites to access past transactions.
  4. Gain peace of mind. Paying bills electronically means no risk of mailed checks getting lost or stolen. Plus, you can stop worrying about missing a bill payment when you set up reminders and automated recurring payments.
  5. Help the environment by saving paper. With NetPay, there are no checks to write or envelopes to mail. That's good news for you and the environment.
*Savings are approximate and based upon the average annual cost of stamps, envelopes and checks required for paying 10 bills per month.
 
What is eBill?
eBill is a feature that allows you to receive and pay electronic versions of paper bills directly from your NetPay account.
 
How do eBills work?
eBills are delivered directly to your NetPay account. Once you set up an individual eBill for a company you do business with, an eBill comes directly from that payee to your account. Examples of businesses that offer eBills are cable service providers, phone service providers, utility providers and credit card companies.
 
Will I still receive paper statements when I have eBill?
You may continue to receive paper statements for the next 2 or 3 billing cycles. Contact your payee for more details on their paper statement policy.
 
How will I know if eBill is available for a payee?
If a payee offers eBill, there will be a “Set up eBill” link next to their listing on your NetPay dashboard. If you are receiving eBill summaries from your payee and full bill statements become available, you will see a button that reads “Request eBill PDF”
 
What are the primary benefits of eBill?
With eBill, everything you need is in one convenient location. Using eBill allows you to streamline your bill pay routine and have online access to your bills. That means you won't have to keep track of paper bills. In addition, you can view past bill statements at a glance.
 
What information is included in an eBill?
If available for your payee, your full bill statement will be delivered to your account. That means you can view all statement information, including transactions, payment history, credits, and more. If full eBill details are not available for your payee, you will receive a summary eBill statement that includes balance due, due date and minimum payment amount.
 
How do I pay an eBill?
To pay an eBill, simply choose the account you want to pay from, enter the amount you want to pay and schedule when you want the payment delivered.
 
How do I know when I have received an eBill?
You can sign up to receive an electronic notice to alert you when an eBill has been delivered to your account. You can receive these notices in the form of emails or text alerts to provide an extra reminder when a payment is due.
What is business online bill pay?
It’s a service from that streamlines the back-office functions of your small business and allows you to make payments to virtually any individual or company through your online banking account.
 
Why is business online bill pay better than personal bill pay?
Business online bill pay was designed specifically to meet the needs of today’s small businesses. In addition to making payments, you can run customized reports, delegate tasks and set permission controls. It all adds up to give you more resources you need and more time to focus on your business.
 
Who can I pay with business online bill pay?
You can pay virtually any business or individual with a mailing address within the United States and Puerto Rico. Examples include utilities, office supply bills, consultants or independent contractors.
 
How are online payments delivered?
Most payments are delivered electronically. Your payment information, such as your account number, is sent via secure transmission. All other payments are made by paper checks mailed via the U.S. Postal Service.
 
Is business online bill pay secure?
It’s one of the safest ways for your business to pay bills. business online bill pay helps guard against identity theft from lost or stolen checkbooks, bills and statements. It also increases privacy because only you can access your account information, account numbers and payment history.
 
How long does it take before a payment is received?
Generally, your payment is received within two to seven days, depending on whether it is sent electronically or via paper check.
 
How are the scheduled payments processed with business online bill pay? Most scheduled payments are sent electronically and funds are withdrawn from your account on the payment date.
 
What are the primary benefits of business online bill pay?
The major benefits are true control and total convenience for you. This means you’ll be able to:
  • Pay your business’s bills and view payment activity anytime, anywhere
  • Delegate the payment responsibilities you want to
  • Set permission controls so you maintain the final say
  • Quickly run customized reports with the information your business needs
  • Reduce your paperwork and bookkeeping
  • Maintain more control over cash flow
  • Increase your security over mailing checks
How do I enroll for business online bill pay?
Log into your FNBOnline Bank account. Click on the NetPay tab and follow the directions. It's as simple as that. Start using Business NetPay today!
 
How do I start using business online bill pay?
First, you need to enroll to activate your business online bill pay account. If you haven't enrolled, please follow the instructions shown above.
 
If you have enrolled, you can set up payees and start making payments in a few easy steps:
  1. Go to the “Payees” tab
  2. Click “Add a Payee”
  3. Choose to add a company, individual, or bank or credit union
  4. Complete form by providing requested information about payee and click “submit payee“
  5. Then click “schedule a payment to this payee”

Making Bill Payments

Does business online bill pay have Quicken/QuickBooks integration?
Yes. You can import payees from Quicken or QuickBooks directly into your business online bill pay account.
 
Can I set up recurring payments?
Business online bill pay allows you to set up recurring payments for bills that are consistent every month. Examples include insurance payments, contractual payments or your office lease.
 
Can I pay multiple invoices at once?
Absolutely. With extended remittance you can send a single payment for multiple invoices from a single vendor. Delegating tasks and setting permission controls
 

Tasks and Permissions

What kinds of payment responsibilities can I delegate?
You can delegate the payment responsibilities you want, such as paying utilities and suppliers, running reports or accessing payment history.

What kind of permission controls can I set?
Specify who can make payments, which payments they can make and the maximum payment amount. You can also set up final approvals so you give the go-ahead before any payments are made. 
 

Customized Reporting

What kind of customized reports can I run?
You can run reports that allow you to: 
  • Have the audit information you need 
  • Review your spending 
  • View the payment activity of your authorized users

Setup & Installation

Make a Batch Deposit