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Frequently Asked Questions

  • eStatements
  • Mobile Banking: General Service
  • Mobile Banking: Set-Up
  • Mobile Banking: Mobile App
  • Mobile Banking: Text Banking
  • Mobile Banking: Mobile Web
    • Where do I get the link for Mobile Web?

      This will be texted to you when you enroll in the particular service. Click on the link you receive in your text message to activate the browser download. Save this link to your favorites or bookmark this link for future use. This is a specific link for each user.

    • What if I delete my text message with the link for Mobile Web or forget to bookmark it?

      You can login to your Internet Banking to resend the link to your mobile device:

      • Go into your Internet Banking.
      • Click on Settings and scroll to the Mobile Banking Section
      • Click on Manage Devices
      • Select your appropriate phone number/device and select the dropdown “Get a link to the Mobile Banking website.”

      Or, you can contact a Northwest Bank Representative at 1-888-969-1265.

  • Mobile Deposit
  • Popmoney
    • How fast can I send and receive money with Popmoney®?

      With Popmoney®, recipients can receive money in as little as one business day.  However, in some cases it may take longer.  For example, if you send an email or mobile payment and the recipient is not yet registered for Popmoney, he/she must sign up for the service so that we have their account information to deposit their payment.  Also, if you exceed your next-day payment limits, then we will deliver payments within three business days. 

    • How are payment limits set?

      Limits will vary by user and are re-evaluated every three months.  Limits apply to the amount you can send per transaction, per day and per month, as well as to total outstanding payments.  You can always check your limits by going to the "Send Money" screen within the Popmoney® service and clicking on the "Help" icon next to the "Amount" field.

    • What is the fee to send money through Popmoney®?

      Fees are specific to the amount of the transfer and the method of payment.  Fees will be disclosed on the Popmoney® Send Money page and will be specific to the both the amount and method.

    • How secure is Popmoney®?

      From the moment information is sent to Popmoney® to the time it is stored and accessed again, it is encrypted using industry leading software, hardware and algorithms.  Security is also utilized at specific points and actions in the product.  For example, to help prevent an unauthorized person from fraudulently depositing someone else's payment, one-time passcodes are used.  For every initial payment to a new email address or mobile phone number, a one-time passcode is sent to the user.  The user must provide the passcode back to Popmoney® to verify his/her "ownership" of that mobile number or email address before he can deposit the payment.

  • Send a Secure Email
    • Why send a secure email?

      First National Bank offers its customers the ability to send a secure email to us. Our easy-to-use email protection makes it seamless for you to receive, read and reply to all encrypted email communication we send you. The protection of confidential communication is important to us and we want to ensure your information stays private.

      By itself, Internet email is not a secure communications channel. Messages sent via standard Internet email travel in "plain text" and cross many networks before reaching their final destination. As a result, an opportunity exists for prying eyes to eavesdrop on email messages as they traverse these various networks. Since confidentiality cannot be guaranteed, standard Internet email should not be used to exchange sensitive or private information such as social security numbers, bank account numbers, financial statements, etc.

    • How does First National Bank’s Secure Email Work?

      When First National Bank sends you a secure email message, the message is sent to a secure data center where it will be held for you to retrieve. At the same time, a notification message is sent to you to inform you that a First National Bank Secure Mail message is waiting to be retrieved. The notification message will contain a link to a secure web site. Simply click on the link, log into the secure web site, and retrieve your message.

    • How do I send a secure email?

      The first time you use First National Bank's Secure Mail, you will be prompted to create an account. Supply your email address and password to establish your account. You will use this email address and password each time you log into First National Bank Secure Mail. A confirmation message will be sent to the email address you entered. You will need to click the link in the confirmation email to complete the account set up process. You can now begin using your First National Bank Secure Mail account.

    • How do I retrieve a secure email?

      When First National Bank sends you a secure email message, you will receive a notification message via standard Internet email. Click the link contained in the notification message to be taken to the login screen where you will be prompted to enter your email address and password that you established. Once logged in, you can read your First National Bank Secure Mail and send a secure reply message back to First National Bank if needed.

    • I have just received my first secure message and don’t know my login.

      You will need to establish an account in order to read your secure message. From the secure message login page, select the “First time users ‘Click here’” link to create your account. The Registration Screen that follows requires you type your email address and your new password twice, along with a password reminder phrase. Click the Submit Password button. A password confirmation email is sent to the email address you provided. You can activate the pending password by clicking the activation link in the message.

    • What do I do if I forget or need to change my Secure Message Center password?

      The Secure Message Center “Welcome” page gives you an option to change or reset your own password. On the Welcome screen, you will find a link to the “Change your password” screen. On the “Change your password” page, simply enter your email address, a new password, and a password reminder phrase. Please ensure your password meets the “Password Rules” which are also listed on this page. Upon submitting your new password, a confirmation email will be sent to you containing a link to accept or activate the new password. Please click on the link only once. Any subsequent clicks will result in an error message; however the new password will have been activated. After the password has been reset, an “activation successful” message will be displayed along with a “continue” button. When the continue button is selected, you will be taken back to the Secure Message Center Welcome page.

    • I have been locked out of my account. How do I unlock it?

      Your account will be locked for 30 minutes after 3 failed login attempts. You will receive a notification email in your regular inbox informing you that you are locked out for this time period. If you do not wish to wait the full 30 minutes, you can immediately unlock your account by changing your password. You do not need to know your old password. Please see question 6 for requesting a new password.

    • My email address has changed. How do I receive secure messages at a different email address?

      If your email address has changed or you need to have secure messages delivered to a different email address, please contact the original sender and provide them with the new email address. The recipients of secure messages are determined by the sender. When you receive a secure message at the new email address, you will need to create an account (new email address and a new password) to access this email. Secure messages sent to the old email address will not be visible when logged into the new account. These messages can still be accessed by signing into the Secure Message Center using the old email address and password.

    • What do I do if I am not receiving secure message notifications in my email inbox?

      The secure message notification email may be blocked or quarantined by your anti-spam software. Please check your quarantine server or work with your local email administrator or internet service provider. The secure message notification email may have also been delivered to your “Junk” folder. If this is the case, you can retrieve the message from the “Junk” folder and add the ZixCorp domain ( to your “safe sender list” so that any future notification will get routed to your Inbox. If you still can’t find the secure message notification email, contact your IT department or internet service provider and have them white list, which is IP addresses through for inbound mail. Please ask the message sender to resend the secure message.

    • Can I send large file attachments?

      The attachment limits, including how many files you can attach, and the maximum combined file size limit is indicated on the Attach File page which is available when composing a message is 15 MB.

    • Can I send/receive Secure Email attachments using a handheld device?

      Attachments can be sent, received and downloaded on supported handheld devices through the Secure Email Message Center.

    • What handheld devices are supported to use the Secure Message Center?

      The supported handhelds are:

      • BlackBerry version 4.2 or above
      • SmartPhones using Windows Mobile 5.0 or above
      • Apple’s iPhone version 3.0 or above
      • While other handhelds may be used to view messages, they are not supported in First National Bank’s Secure Message Center.
    • How long are messages held in the Secure Message Center?

      Messages will be held for 14 days. Once a secure message has expired, it is permanently deleted and cannot be recovered. If you need a copy of an expired message, please contact the original sender.

    • How do I get an old or deleted message back?

      When a message expires, the secure message is deleted and cannot be recovered. Please contact the original sender and request that they resend the message.

    • Who should I contact for support?

      You can access “Help” by clicking the “Use Online Help” link on the Secure Message Center login page or by clicking the “Help” tab on the Secure Message Center “Welcome” page. 
      For Customer Support, contact the Help Desk at

  • Debit Card
    • How are Personal Identification Numbers (PIN) assigned?

      Debit/ATM Card Personal Identification Numbers (PINs) are automatically generated at time of card issuance. If you have forgotten your PIN, please contact one of our locations for more information. Upon contacting us, you will have the options of having the same PIN reissued or choosing a 4 digit PIN of your choice.

    • How do I activate my debit card?

      To activate your debit card, either use your card at an ATM with your PIN or call 866.590.4793 (option 2).  Your card will immediately activate.

    • My card is damaged, how do I request a new card?

      If your card is damaged, contact us at one of our locations to request a replacement card.

    • Is there a charge to replace my debit card

      Replacement card fees will be assessed if the replacement is a result of damage to the card. 
      ATM/Debit/HSA fees are $10.00 per card plus tax.

    • What is the difference between a PIN vs. Signature Based Transaction

      When completing a face-to-face transaction, the authorization method will either be through your signature or Personal Identification Number (PIN).  Not all merchants accept PIN based authorization, but any merchant that accepts Visa Debit can accept a signature based transaction. 

    • Is there a per transaction fee for using my debit card?

      First National Bank does not charge per debit card transaction.  All it costs to get a debit card is $1 per account per month.

    • What is the difference between a debit card and credit card?

      Debit card funding is directly linked to the money in your checking account.  Credit card funding is linked to a pre-approved line of credit.

    • What amount will I be charged when making a foreign purchase?

      All foreign debit card transactions are assessed a 2% foreign transaction fee.  The actual transaction will post for the authorized amount and an additional transaction will post for the 2% Foreign transaction fee.

    • My card card is expiring soon, when will I receive a new card?

      Your debit card will automatically reissue one month prior to the expiration month.  Your card will continue to work throughout the expiration month.  Look to receive your new card in the mail around the 2nd week of the month prior to expiration.

    • Why do Pay-at-the-Pump transactions sometimes authorized for more than my purchase?

      Pay at the Pump transaction authorizations will difer based on whether you select to run the card as a debit or credit.  Initial authorizations for credit will be less than a debit authorization.  In the end, the actual amount that you received in fuel is what will post to your account.  However, if limited funds are available on your card and you run the transaction as a debit, there is a chance your transaction could be denied.  Example:  Balance in checking account attached in debit card is $50.00.  The gas stations authorizes your gas purchase automatically through the pay at the pump for $75.00.  Your intent is to purchase $20.00 in fuel.  This transaction would be denied at the pay at the pump but the transaction could still be completed by paying inside of the gas station for fuel.

    • Why do some merchants not require a signature for a debit card purchase?

      Based on the type of merchant you shop at, some are not required to get a signature or PIN for transactions $25 or less.  You are still protected from unauthorized purchases with these transactions.

    • What type of protection does Visa provide for my debit card?

      Visa Debit card's security protection help prevent, detect and resolve fraud in the following ways:

      • Visa's Zero Liability Policy which protects you from unauthorized charges.
      • Fraud Monitoring helps to detect suspicious activity on your card.
      • Identity Theft Assistance helps you recover your identity and prevent further problems.
      • 3-Digit Security Code to verify your identity for Internet and phone purchases.
  • EMV/Chip Card
    • What is a Chip Card?

      A Chip Card, also referred to as EMV (Europay, Mastercard and Visa) is a card equipped with a small metal “chip” which adds an extra layer of security for purchases that are made at chip-enabled terminals. The chip card is becoming the global standard for debit and credit card payments and offers you advanced security when you use your Chip Card to make purchases.

    • Why are Chip Cards more secure?

      The chip generates a unique, one-time code each time the card is inserted into a chip-enabled terminal.  The chip is virtually impossible to duplicate which means that attempts by fraudsters to create and use a counterfeit card is much more difficult.

    • How do I know if I have a Chip Card?

      If you have a Chip Card, the "Chip" is located on the front of the card. You will still have a magnetic stripe on the back so that you can use it at merchants who don't accept Chip Cards yet.

    • How do I use the Chip Card?

      Until all merchants convert their POS (Point of Sale) terminals to the chip-enabled technology, we recommend traditionally swiping the card first. If the terminal is chip-enabled, a prompt will indicate the card should be inserted into the terminal for processing. Next:

      • Insert your card into the terminal
      • Leave the card in the terminal – DO NOT remove card until prompted to do so.
      • Insert PIN or sign the signature pad as prompted by the terminal to complete the transaction.
    • Are Chip Cards widely accepted?

      Yes! Chip technology is already in wide use all around the world, offering convenience for customers who travel internationally.

    • Can I still pay in store if I don't have a Chip Card?

      Yes, merchants will continue to accept magnetic stripe cards.

    • How do I know if a merchant terminal accepts Chip Cards?

      During the transition to Chip Cards, you can swipe your card as your normally would and follow the prompts. If the terminal is chip-enabled, it will prompt you to insert it instead. If you already know your Chip Card works there, start by inserting your card.

    • Where can I use my Chip Card?

      Anywhere that Visa® debit is accepted. Your card will have a "Chip" and a magnetic strip to accommodate any situation.

    • Will anything change during my online purchase?

      No. You will use your Chip Card for online purchases by following the same process you do today.

    • Can I use my Chip Card outside the U.S.?

      Yes! Chip Cards are widely used in international markets and are accepted in more than 80 countries. Having a Chip Card will make it easier for you to make purchases and complete ATM transactions when you travel internationally.

    • When will First National Bank Debit Cardholders receive their new Chip Card?

      Our goal is to issue all First National Bank Debit card holders a new Chip Card by the end of 2016.

      • Chip Cards will be issued to our Debit cardholders in waves; all cards will not be reissued at the same time due to various expiration dates, etc.

      For specific details on our phased issuance approach, click here and select on the 'When will I receive my chip card' tab.

    • Will First National Bank debit cardholders be charged an issue fee for their new Chip Card?

      No, we will not charge our customer an issue fee for their new Chip Card.

    • Will Debit Card numbers and expiration dates change?

      Yes, in some cases the card number and the expiration dates on new Chip Cards will be different from your current card.  First National Bank will notify all Debit cardholders who will be issued a new card number and expiration date.

  • Trusteer
    • What is Trusteer?

      Trusteer is advanced security software that helps protect your online banking account from being stolen by criminals. Trusteer is highly recommended by First National Bank as an additional layer of security to any antivirus or security software you already may use. By protecting your internet connection and creating a tunnel for safe communication with your bank's website, Trusteer helps to block malicious attempts to steal money attempts to steal money from your account.

      Trusteer should be used even if your computer and your network are protected with other desktop and network security solutions. Recent studies show that security solutions such as antivirus and firewalls are only partially effective against financial malware attacks. Trusteer adds an important layer of security as is capable of detecting, alerting and preventing the most sophisticated financial attacks.

    • Why do I need Trusteer?

      Trusteer's protection is based on technology than is entirely different than those used with traditional anti-virus software. Trusteer helps to protect your user name, password, and other sensitive login information along with helping to prevent malware and fraudulent websites from stealing this information. Trusteer also helps to protect your communication and malware from tampering with your transactions. From the moment Trusteer is installed, it helps to protect your device and mitigates financial malware infections.

    • The Trusteer Approach

      Trusteer's innovative technology picks up where conventional security software fails. From the moment it is installed, Trusteer Rapport helps to protect your computer and mitigates financial malware infections. Trusteer also communicates with First National Bank, allowing our security team to take immediate action against changes in the threat landscape.

      Trusteer doesn't look for file signatures. Trusteer doesn't bother to examine what the file is, but rather what the file does. Trusteer helps to detect the malware installation process and breaks it keeping the computer clean. Even if malware managed to install on the computer, Trusteer helps to detect and blocks any attempt by the malware to compromise the browser and your online banking session. By attempting to stop the malwares bad behavior, Trusteer is able to provide protection above and beyond what is possible with antivirus. This is why First National Bank has chosen to partner with Trusteer to offer our customers the best protection against financial fraud.

    • Extra layer of protection

      Trusteer is optimized to help stop financial malware and assist in preventing financial fraud. But that doesn't mean you should discard your antivirus solutions entirely. Many other viruses exist. They will slow down your computer or interfere with your work, but they will not attempt to steal money from you. Your antivirus solutions should be used to protect you from these types of viruses.

    • Is Trusteer Free?

      First National Bank offers Trusteer for free to Personal and Business Online Banking Customers.

    • How do I Install Trusteer?

      Trusteer is advanced security software that protects your online banking account from being stolen by criminals. Trusteer is highly recommended by First National Bank as an additional layer of security to any antivirus or security

    • How Trusteer protects:

      Helps to remove existing financial malware from the computer immediately

      • Attempts to prevent future malware infections
      • Helps to protect credentials and personal information from key-logging and screen capturing attempts
      • Assists with preventing phishing attacks (stolen credentials and data)
      • Notifies First National Bank of threat activity to further drive fraud prevention
    • How you know its working:
      • Once installed, a green Trusteer icon will be displayed near (or in) the browsers address bar when you are viewing a website that is protected by Trusteer
      • If the site is unprotected, a grey icon will display instead

      Trusteer Example

    • Antivirus: A False Sense of Security

      There's something that the antivirus industry doesn't want you to know: their products aren't that effective at stopping sophisticated viruses. Studies show that antivirus software detects only about 25% of the most popular malware currently being emailed to people. That's because the virus creators move too quickly. By the time antivirus products are able to block new viruses, it is often too late.

    • Do I still need my antivirus if I install Trusteer?

      Trusteer scans and helps to detect financial malware on your computer. Trusteer may remove, or block it from accessing sensitive information. Trusteer does not replace your antivirus and is not an antivirus solution.

    • What attacks does Trusteer protect against?

      Trusteer's proprietary browser lockdown technology is designed to prevent unauthorized access to information that flows between customers and websites regardless of which specific malware issues are the threat. These techniques include redirection to a fraudulent website, server compromise, keylogging, session hijacking, and many other malicious attacks. Since Trusteer is regularly and frequently updated, it is better able to respond to the most current version of any type of known attempt to fraudulently obtain personal information.

    • Trusteer helps to protect you against the following threats:
      • Key Logging
      • Malicious Browser Add-ons
      • Malicious Programs
      • Session Hijacking
      • Phishing
      • Pharming or DNS Spoofing
    • Which browsers and Operating Systems are supported by Trusteer?

      Trusteer Solutions for Windows:

      • Windows Operating System: Windows XP (SP3), Windows Vista, Windows 7, Windows 8 & Windows Server 2003/2008 )32 and 64 bit); CPU: Intel Pentium 800MHz or better; Memory: 512 MB RAM for Windows XP, 1024 MB RAM for other operating systems
      • Internet Browsers: Internet Explorer 8,9, 10; Internet Explorer 11 on Windows 7, 8 and 8.1; Firefox 25, 26, 27 and Google Chrome 30, 31, 32
    • Trusteer Solutions for Mac:
      • Mac OS X: Mac OS X Snow-Leopard (10.6) or later;  CPU: Intel Core or better; Memory: 512 MB RAM
      • Internet Browsers: Firefox 25, 26, 27; Safari 5.1, 6.0, 6.1; Safari 7 - Mac Maverick (10.9) only.
    • Do I need administrative rights to download Trusteer?

      Yes. Trusteer's protection will automatically be extended to all users.

    • How does Trusteer protect additional websites?

      To protect a website, click on the Trusteer icon (if it is gray) and click "Protect this Website." The Trusteer icon will turn green to let you know it is protecting the website.

      Truster Non-Protected Site

      Not Protected Text

    • How do I access additional Trusteer features and reports?

      This is available through the Trusteer Console which can be accessed by clicking on the green rapport icon within the internet browser.

      Trusteer Console

    • Does Trusteer update automatically?

      Yes, Trusteer automatically applies security and software updates. Security updates are applied immediately and software updates are applied after reboot when the operating system starts up. It is a good proactive approach to always reboot your computer after a software update.

    • Will the installation of Trusteer affect my ability to use my computer?

      No. Automatic updates are done in the background to keep up with the latest threats. It's a compact software program that shouldn't slow down your computer or interfere with other applications.

    • Does Trusteer store or send any information about me?

      All information sent from your computer to IBM is anonymous and includes technical details, not private information. When Trusteer suspects that your personal information has been compromised it sends First National Bank a warning which includes an identifier that allows us to associate the incident with your account. IBM is not exposed to this identifier or any other private information.

    • Is Trusteer available for my mobile device?

      Currently Trusteer is only available for desktop/laptop devices and not available for mobile devices.

      More information on protecting my Smartphone

    • Where is the weak link on security?

      Despite these safeguards, there is one area in which First National Bank cannot directly protect customers from certain risks. First National Bank cannot directly protect customers from themselves and the way in which they use their computers. Your computer and the applications you use can expose you to potential risks.

    • Signature detection doesn't work

      To identify new viruses (also known as malware), antivirus solutions calculate a special signature for each incoming file, and compare it to a dictionary of known virus signatures. Antivirus cannot defend against malware unless a file sample has already been obtained and signature created. The problem is that malware authors are also very, very clever. They are able to create millions of files, each with a unique signature every month. The same malware can be masked in many different files, each with its own signature that is unknown to antivirus. Antivirus solutions take days, sometime even weeks, to detect new financial malware signatures and remove them. However, fraud occurs hours after a new malware file with an unknown signature is released. So by the time the antivirus provider eventually cleans the computer of the malware, it may already be too late to prevent fraud from occurring.

    • The Internet: Convenient for you and for cybercriminals

      The internet offers massive advantages, conveniences and opportunities. But with such access, various security risks are unearthed. Taking this into consideration, First National Bank takes exhaustive steps to help protect the information transmitted during online banking sessions. For example, First National Bank safeguards confidential data sent over the internet so that it is not retrieved or modified by unauthorized parties.

    • What are some computer security best practices?

      It's important to keep your computer software up to date. New threats are always emerging and software companies regularly update their programs to include security fixes. You should have an updated anti-virus software program installed and regularly updated on your computer.

  • Loans
    • What costs are associated with obtaining a home loan?

      You will be required to pay for appraisal costs, credit report fee, flood certificate, attorney and abstracting fees, recording fees, and charges to originate your loan. There may be additional costs depending on any additional services you choose.

    • What types of loan products does First National Bank in Creston offer?

      We provide ARMs, Balloons, and HELOCs. We can also provide fixed-rate mortgages sold through the secondary market, VA loans, FHA, and Iowa Finance Authority Rural Development loans through our sister bank.

    • What additional expenses will I have after purchasing a house besides the monthly payment for principal and interest?

      You will have to pay for property taxes to your county treasurer. In addition, the Bank requires that you carry hazard insurance to protect your property in the event of a loss. Flood insurance will also be required if your house is in a flood hazard area. Depending on the location of your home, you may also have homeowner association dues.

    • How much can I afford?

      To determine how much you can afford, you first need to know your monthly income. Second, you will need to calculate your monthly expenses which may include credit card bills, car payments, insurance premiums, student loans, child support, alimony, and all other debts. After subtracting your debts from your income, you can determine how much you are willing to pay every month for your home. Our loan officers would be happy to discuss your particular situation with you to help you determine the amount you can spend for a home and pre-qualify you for a purchase.

    • What is an ARM?

      ARM is an acronym for Adjustable Rate Mortgage. This is a mortgage product that allows the lender to periodically adjust the interest rate according to the specified index which could be either up or down. The interest rate may have a floor and a ceiling which is the lowest and maximum interest rate throughout the lifetime of the loan. With an adjustment in interest rate, the loan payments may go up or down accordingly.

    • What is a Balloon Mortgage?

      This is a mortgage product that has a balloon payment due after an initial period of monthly payments. After that period of time elapses, the balance (balloon) must be refinanced OR be paid by the borrower. The large sum payable at the end of the loan term is called the “balloon payment”.

    • What is a HELOC?

      A Home Equity Line of Credit is a form of revolving credit in which your home serves as collateral. Once approved for a HELOC loan, you will most likely be able to borrow up to your credit limit whenever you choose. Repayment is set over a fixed period, for example, 10 years.

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