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FAQ's about Your New Digital Banking Available Starting September 15, 2020

When you log in the for the first time, you may not see all your account information. Simply log out and log back in to force your information to sync up. If you still don't see your accounts, give us a call or send us a message.

Online Banking Experience

Are there any special system requirements for Online Banking?
Will my existing transfer automatically convert to the new app?
Why does my credit card show as a zero balance in my account?
How much history can I see in online banking and my app?
Are Account Aggregators available?
How do I log out?
Why can't I print copies of my bills or receipts anymore?
I need a confirmation number of the bills I'm paying but don't see it.
I checked off “Don’t ask for codes again while using this browser” but I still get a code every time I log in.

 

Mobile App Experience

How do I get the new app? Is it just an update?
When will the new app be available?
When will the current app go away?
Are there any special requirements to run the new app?
Will deleting the old app delete my bank account information?
What if I accidentally delete the wrong app?
How do I log out of the new app?
Can I receive text alerts from the new app?
Will I need to reestablish my alerts?
Will I still need SecurLock™ to manage my debit card?
Will my balance and pending transactions still work the same way?
What does “Soonest Available” mean when scheduling a payment?
What else can I do on my app?
Are Account Aggregators available?
Why does my credit card show as a zero balance in my accounts?
How do I log out of the app?
I checked off “Don’t ask for codes again while using this browser” but I still get a code every time I log in.

 

Mobile Deposit

Can I use the app to make a deposit?
Will mobile deposit work the same way?
Are there any changes to mobile deposit cut off times or limits?

Zelle®

What is Zelle®?
Can I still send money using the old person to person payment feature in online banking?
Who can I send money to with Zelle®?
How do I use Zelle®?
Someone sent me money with Zelle®. How do I receive it?
What types of payments can I make with Zelle®?
Are there any fees to send money using Zelle®?
What if I want to send money to someone whose bank doesn't offer Zelle®?
Can I use Zelle® internationally?
Can I cancel a payment?
How long does it take to receive money with Zelle®?
Will the person I send money to be notified?


Security

What is two-factor authentication?

Online Banking Experience

 

 

Q: Are there any special system requirements for Online Banking?

A: Yes. You’ll want to use the most recent versions of Chrome, Edge or Firefox. Please note that Internet Explorer is not a recommended browser for our new online banking experience.

Special Note for Safari Users:

Safari Browser no longer allows cross site tracking cookies. Cookies are used to authenticate users for single sign on. Users can disable cookie detection within the Safari menu and under preferences navigate to the privacy tab to de-select the Prevent cross-site tracking box.

 

 

Q: Will my existing transfers automatically convert to the new app?

A: Yes, we will take care of converting your existing internal transfers for you and you’ll be able to modify/delete them in the new app.  We’ll also convert the account information associated with any recurring external transfers you may have set up but you’ll need to go in and re-establish those in the new app. 

 

Q: Why does my credit card show as a zero balance in my accounts?

A: Much like today, your credit card(s) will appear in your account listings as a zero balance. To view details of your account including your current balance, click on your credit card account, and then “Credit Card Details.” This will take you directly to the system you use today for making payments, and viewing your credit card balance and transactions.

 

Q: How much history can I see in online banking and my app?

A: You will now be able to see 13 months of transactions history. You may need to log in a few times before the full history syncs.


Q: Are Account Aggregators available?

A: When accessing your external bank accounts or third party applications such as Acorns or CashApp for the first time, you may notice that the link may have broken in the transition. You’ll want to make your provider aware that you are having an issue so they can make updates to the connection on their end.

If you are integrating with an Intuit product like Quicken or QuickBooks, you may receive additional error notifications. We’re working directly with Intuit to resolve these errors as quickly as possible.


Q: How do I log out?

A: To log out of your account from a browser, select the arrow next to your name in the lower left hand corner, and then select “Sign Out.”

 

Q: Why can’t I print copies of my bills or receipts anymore?

A: Great news – this is possible! Once you’ve selected the “Payments” menu item, select “Manage Payments.” That will take you to a more in-depth view of your payment options, and from there you can download and print.

 

Q: I need a confirmation number of the bills I’m paying but don’t see it.

A: Once you’ve selected the “Payments” menu item, click “Manage Payments.” From there, you can select any of your payments in “Pending” or “History” to see full details including confirmation number. You can also print from this page as well.  

 

Q: I checked off “Don’t ask for codes again while using this browser” but I still get a code every time I log in.

A: This may be caused by certain cookies or extension you have enabled for your browser that’s causing the device check to fail on next login.  This happens when the device ID stored doesn’t match the device ID in the “remember me” cookie as a result of those cookies or extensions. This means that we’re not able to recognize the device you’re using so we’ll be extra cautious and ask for additional verification with that code.  

 

 

Mobile App Experience

 

Q: How do I get the new app? Is it just an update?

A: It’s a new app that can be downloaded from the Apple App Store or Google Play Store beginning September 15. You’ll also be served a prompt in your current app to download the new one! After you've logged into the new app and are comfortable using it, you can safely delete the old First Commonwealth app from your mobile device and continue using the new app. 

Q: When will the new app be available?

A: You’ll be able to download the new app from Apple or Google beginning on Tuesday, September 15.    

Q: When will the current app go away?

A: There will be a short transition period to allow all existing First Commonwealth Bank mobile app users plenty of time to delete the old app and download the new First Commonwealth Banking app. Beginning October 5, the old app will be decommissioned and will no longer work. 

Q: Are there any special requirements to run the new app?

A: Yes. The new, more powerful app requires current operating systems for Apple (iOS 10 or greater) or Android (version 5.0 or greater). 

Q: Will deleting the old app delete my bank account information?

A: No. Deleting the old app will just ensure that you don't accidentally try and use that app after the transition period ends on October 5. Your financial information and four months of transaction history will remain securely stored in your online banking account. The mobile app just allows a quick and easy way to access that account. 

Q: What if I accidentally delete the wrong app?

A: Simply return to the Apple App Store or Google Play Store and re-download the "First Commonwealth Banking" app. 

Q: How do I log out of the new app?

A: The new app's security features actually logs you out of the app anytime the app is closed, so there's no need to find and click a "Logout" button or link within the app. To close the app on iPhone X and newer, simply swipe up from the bottom of the screen. For iPhone models prior to version X and for Android devices, press the Home button. If you close the app, you're securely logged out and will have to re-enter your login credentials or use your fingerprint or Face ID to log back in.

To force a log out, access the hamburger menu, select your profile at the bottom, and then click “Sign Out.”

Q: Can I receive text alerts from the new app?

A: Yes. However, you will need to setup your alert preferences in the new app. Select the account(s) for which you would like to receive alerts; select “Alert preferences” from the menu; and configure balance and transaction alerts to be received by email, text message and/or in-app message.

Q: Will I need to reestablish my alerts?

A: You will need to setup your alerts preferences in the new app.  It’s really easy.  Just select the account(s) for which you would like to receive alerts; select “Alert preferences” from the menu; and configure balance and transaction alerts to be received by email, text message and/or in-app message.

Q: Will I still need SecurLock to manage my debit card?

A: Yes. The SecurLock™ app is still our debit card management tool and you won’t need to make any changes to how you manage your debit card.

Q: Will my balance and pending transactions still work the same way?

A: Yes. You will have a current balance and an available balance in your view. The available balance subtracts out hold and pending transactions. You should be aware that as different types of transactions are processed throughout the night, the available balance can fluctuate.  

Q: What does “Soonest Available” mean when scheduling a payment?

A: Depending on what time you schedule your payment, soonest available will mean our next processing day, which could even be the day you scheduled it. To schedule a payment further in advance, just select the arrow next to “Soonest Available” and choose your preferred date.  The due date for the loan is also shown here, to quickly identify when the payment should be scheduled by.

Q: What else can I do on my app?

A: Your mobile device is about to become your favorite banking location. Besides being able to open accounts, look at account history, pay bills, deposit checks, make transfers, send money, and track your spending and budget, all on your schedule, you will also be able to interact with us and ask questions right in the app. 

Q: Are Account Aggregators available?

A: When accessing your external bank accounts or third party applications such as Acorns or CashApp for the first time, you may notice that the link may have broken in the transition. You’ll want to make your provider aware that you are having an issue so they can make updates to the connection on their end.

If you are integrating with an Intuit product like Quicken or QuickBooks, you may receive additional error notifications. We’re working directly with Intuit to resolve these errors as quickly as possible.

Q: Why does my credit card show as a zero balance in my accounts?

A: Much like today, your credit card(s) will appear in your account listings as a zero balance. To view details of your account including your current balance, click on your credit card account, and then “Credit Card Details.” This will take you directly to the system you use today for making payments, and viewing your credit card balance and transactions.


Q: How do I log out of the app?

You can either simply close out of your app, or tap the three horizontal lines in the upper left hand corner of your screen. Then select the arrow next to your name in the lower left hand corner, and select “Sign Out.”

 

Q: I checked off “Don’t ask for codes again while using this browser” but I still get a code every time I log in.

A: This may be caused by certain cookies or extension you have enabled for your browser that’s causing the device check to fail on next login.  This happens when the device ID stored doesn’t match the device ID in the “remember me” cookie as a result of those cookies or extensions. This means that we’re not able to recognize the device you’re using so we’ll be extra cautious and ask for additional verification with that code.  

 

Mobile Deposit

 

Q: Can I use the app to make a deposit?

A: If you were already a mobile deposit user, you are all set to use it in our new app. New mobile deposit users can apply for enrollment by selecting the Deposit check option on the app or Remote Deposits option online. They will follow the prompts to choose which accounts they want to be able to deposit to, and then the request will be submitted for approval.

Q: Will mobile deposit work the same way?

A: Your experience with mobile deposit will be enhanced with the ability to add accounts. Making a deposit using your mobile device will be easier than ever. Just point your camera at your check, and when you are ready to capture the image, just tap your phone. 

In the app, select "Deposit Check" from the menu. If you're using a browser for the online experience, select "Remote Deposits."

Q: Are there any changes to mobile deposit cut off times or limits?

A: Great news! Along with the enhancements to the experience, you can enjoy the same extended cut off times and deposit limits as were available to you in the previous app.  

 

Zelle®

 

Q: What is Zelle®?

A: Zelle® is a fast, safe and easy way to send money directly between almost any bank account in the U.S., typically within minutes1. With just an email address or U.S. mobile phone number, you can send money to people you trust, regardless of where they bank1. 

Q: Can I still send money using the old person to person payment feature in online banking?

A: The best P2P experience to send money to others is Zelle®. You can send money to friends, family and others you trust within minutes1. If you have any recurring P2P transfers set up, you’ll want to set them up in Zelle®.

Q: Who can I send money to with Zelle®?

A: You can send money to friends, family and others you trust2. Since money is sent directly from your bank account to another person’s bank account within minutes1 it’s important to only send money to people you trust, and always ensure you’ve used the correct email address or U.S. mobile number.

Q: How do I use Zelle®?

A: You can send, request, or receive money with Zelle®. To get started, login to your First Commonwealth Bank online banking or mobile app and select “Send Money with Zelle®” 

Enter your email address or U.S. mobile phone number, receive a one-time verification code, enter it, accept terms and conditions, and you’re ready to start sending and receiving with Zelle®.

  • To send money using Zelle®, simply select someone from your mobile device’s contacts (or add a trusted recipient’s email address or U.S. mobile phone number), add the amount you’d like to send and an optional note, review, then hit “Send.” In most cases, the money is available to your recipient in minutes1.
  • To request money using Zelle®, choose “Request,” select the individual(s) from whom you’d like to request money, enter the amount you’d like to request, include an optional note, review and hit “Request”[i] 1.
  • To receive money, just share your enrolled email address or U.S. mobile phone number with a friend and ask them to send you money with Zelle®.  

Q: Someone sent me money with Zelle®. How do I receive it?

A: If you have already enrolled with Zelle®, you do not need to take any further action. The money will move directly into your bank account, typically within minutes1. If you have not yet enrolled with Zelle®, follow these steps:

  1. Click on the link provided in the payment notification you received via email or text message.
  2. Select First Commonwealth Bank.
  3. Follow the instructions provided on the page to enroll and receive your payment. Pay attention to the email address or U.S. mobile number where you received the payment notification - you should enroll with Zelle® using that email address or U.S. mobile number to ensure you receive your money.

Q: What types of payments can I make with Zelle®?

A: Zelle® is a great way to send money to family, friends, and people you are familiar with such as your personal trainer, babysitter or neighbor2

Since money is sent directly from your bank account to another person’s bank account within minutes1, Zelle® should only be used to send money to friends, family and others you trust. Zelle® does not offer a protection program for any authorized payments made with Zelle® – for example, if you do not receive the item you paid for or the item is not as described or as you expected.

Q: Are there any fees to send money using Zelle®?

A: First Commonwealth Bank does not charge any fees to use Zelle®4.

Q: What if I want to send money to someone whose bank doesn’t offer Zelle®?

A: You can find a full list of participating banks and credit unions live with Zelle® here.

If your recipient’s bank isn’t on the list, don’t worry! The list of participating financial institutions is always growing, and your recipient can still use Zelle® by downloading the Zelle app for Android and iOS.

To enroll with the Zelle® app, your recipient will enter their basic contact information, an email address and U.S. mobile number, and a Visa® or Mastercard® debit card with a U.S. based account (does not include U.S. territories). Zelle® does not accept debit cards associated with international deposit accounts or any credit cards.

Q: Can I use Zelle® internationally?

A: In order to use Zelle®, the sender and recipient’s bank accounts must be based in the U.S.2

Q: Can I cancel a payment?

A: You can only cancel a payment if the person you sent money to hasn’t yet enrolled with Zelle®. To check whether the payment is still pending because the recipient hasn’t yet enrolled, you can go to your activity page, choose the payment you want to cancel, and then select “Cancel This Payment.”

If the person you sent money to has already enrolled with Zelle®, the money is sent directly to their bank account and cannot be canceled3. This is why it’s important to only send money to people you trust, and always ensure you’ve used the correct email address or U.S. mobile number when sending money. 

If you sent money to the wrong person, we recommend contacting the recipient and requesting the money back. If you aren’t able to get your money back, please call us at 800.711.2265 so we can help you.

Q: How long does it take to receive money with Zelle®?

A: Money sent with Zelle® is typically available to an enrolled recipient within minutes1.

If you send money to someone who isn’t enrolled with Zelle®, they will receive a notification prompting them to enroll. After enrollment, the money will move directly to your recipient’s account, typically within minutes1.

If your payment is pending, we recommend confirming that the person you sent money to has enrolled with Zelle® and that you entered the correct email address or U.S. mobile phone number3.

If you’re waiting to receive money, you should check to see if you’ve received a payment notification via email or text message. If you haven’t received a payment notification, we recommend following up with the sender to confirm they entered the correct email address or U.S. mobile phone number3.

Q: Will the person I send money to be notified?

A: Yes! They will receive a notification via email or text message.

 

 

Security

 

Q: What is two-factor authentication?

A: Two-factor authentication (2FA) is an extra layer of security that is added to your account to prevent someone from logging in, even if they know your password. This extra security measure requires you to verify your identity using a code we'll send you when you login for the first time. You may also receive a prompt when you log into  a new or different device or after you have cleared your browser data (cookies). 

Quick Online Banking Video Resources

 

 

We'll be in Touch Soon

We can't wait to share more with you and will be in touch soon.

 

1Transactions typically occur in minutes when the recipient’s email address or U.S. mobile number is already enrolled with Zelle®.

2Must have a bank account in the U.S. to use Zelle®.

3In order to send payment requests or split payment requests to a U.S. mobile number, the mobile number must already enrolled with Zelle®.

4Mobile carrier fees may apply.