Frequently Asked Questions

Compromised Debit Cards

What does it mean when FNB says a debit card may have been compromised?

A compromised card means that information, such as card number and name, may have been obtained by an unauthorized source. To be clear, FNB’s computer systems were not compromised. In most cases, the breach occurs at the location that accepts or processes debit and credit card transactions.

How does FNB react to compromise notifications?

The First National Bank will reissue new cards to all affected cardholders. In most cases, each cardholder will be notified of the compromise and issued a new card. FNB will also reduce the credit limit on the customer’s current card while leaving it open to use until the new card has arrived. In rare cases, we will be forced to close the affected cards immediately. Along with all FNB cards, cardholder activity is monitored 24 hours a day, 7 days a week to quickly identify and stop any questionable transactions. If questionable activity is detected, the cardholder will be contacted. How we contact the cardholder will depend on whether the phone numbers we have on file are landlines or mobile devices. If a mobile phone number exists, the cardholder will receive a SMS/text message. Otherwise, our customer representatives will call or you will receive an automated voice message to either verify transactions or close the card if the activity is fraudulent.

How long does it take to receive a replacement card?

New cards should be received in 7 to 10 business days if mailed or within 2 days if picked up at your local branch location. Mailed cards will be sent to the address currently on file for your card. For this reason, it is important for FNB to have the most up-to-date address and phone number to avoid any delay in receiving your new card.

What if I do not want to have my credit limit restricted or card blocked?

The decision to block or restrict a card is made at the discretion of FNB. In most cases, we will make every effort to accommodate our customers’ needs whenever possible. Please do not hesitate to contact our Customer Service department for assistance 217-229-3701.

What if I’m leaving for a trip before the new card arrives?

If this situation arises, please contact your local branch and an instant issue card will be printed and delivered to your local branch. 

Online Banking

How do I enroll in Online Banking?

To enroll in online banking, locate the green Online Banking Circle on the FNB homepage. Click on “Enroll.” Carefully read the Internet Banking / Bill Payment Agreement Disclosure. Click on "Agree" then complete the fillable FNB Online Enrollment form and hit "Submit." A thank you screen will appear. In 2-3 business days you will receive a confirmation letter in the mail with instructions on how to access your account.

What if I am having trouble logging into my Online Banking?

Please call 800-500-3621 and ask for Online Banking assistance. We will be happy to help you get logged into your accounts.

What are the requirements for Online Banking passwords?

To ensure the security of your online account information, FNB requires a complex online banking password. The rules for setting this password are as follows:

  • Between 9 and 17 characters
  • At least one upper case letter
  • At least one lower case letter
  • At least one number
  • One special character (examples- & % $ @ !)

The system will force a password change every 90 days.

What is my Access ID?

When signing on for the first time, use your Social Security number (without hyphens) as the Access ID. During the set up process, you’ll be required to change the Access ID. It is important that you don’t leave it as your Social Security number. Your Access ID will not change after your initial login setup, and will be the first item entered when accessing Online Banking.

How do I correct my email address?

Log in to Online Banking and choose the Profile tab. Click edit in the “Email” section.

Can I register more than one PC?

Yes. If you frequently use more than one computer (one at work and one at home), you may register both machines.

What is Multi-Factor Authentication?

When logging into online banking on your computer, you will receive a message (text or voice) on your phone with a 6 digit code. You will be asked to enter this code to complete the login process on your computer. This feature takes the place of answering security questions when logging into online banking. This feature is also available in our TouchBanking mobile app.

What if I use a public computer?

You will be asked to answer one of the three challenge questions. The bank does not recommend that you register a computer that is accessible to the general public (libraries, internet cafes). If a public Wi-Fi connection does not require a password, it is not secure. Personal information transmitted across an unsecured Internet connection can be intercepted by anybody else sharing that connection.

What should I do if I plan to sell or give away my computer?

Please call 217-229-3701 and we will un-register your computer for you.

Questions? Please contact us. We’ll be happy to answer your questions or have a bank representative contact you.

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