FAQ

First Internet Bank customers may request the deletion of their mobile and online banking profiles by sending an email request to bank@firstib.com. Please type “Remove App/Online Banking Profile” in the subject line of your email and provide us with a good phone number to reach you at. One of our representatives will be in touch with you to confirm the request is valid and initiate the process.

If you request to have your mobile and online banking profile deleted, however, it is crucial to understand the implications of this action. Below are key points to consider before proceeding with your request:

1. What is the impact on services?

– You will no longer be able to log in to online or mobile banking.

– Any scheduled internal transfers you had set up will be deleted and will not be processed.

– Your online profile settings will be deleted and no longer available to you or us.

– We will send you paper statements as required by law and you will be charged the fee listed at:

• Fees Common to All Personal Accounts | First Internet Bank (firstib.com)
• Fees Common to All Business Accounts | First Internet Bank (firstib.com)

– You may be subject to and incur other fees, as detailed at:

• Fees Common to All Personal Accounts | First Internet Bank (firstib.com)
• Fees Common to All Business Accounts | First Internet Bank (firstib.com)

2. What is not deleted?

– Regulated account data and transaction history that we are required to retain.

– Data that is stored on third party systems as a result of your separate enrollment with those third parties.

– Our record of your consent to banking agreements.

3. Data Retrieval:

– Please note that once your mobile and online banking profile is deleted, we will be unable to retrieve it. Any saved preferences and settings will be lost irreversibly.

4. Future Interaction:

– If you choose to rejoin online banking in the future, you will be required to create a new profile from scratch, as we will no longer have any record of your profile.

5. Privacy Commitment:

– Rest assured that we adhere to strict data protection regulations and industry best practices. Your information is handled securely and with the utmost confidentiality.

6. Contact Us:

– Should you have any questions or concerns about the deletion process, please do not hesitate to contact our customer support team at bank@firstib.com. We are here to assist you every step of the way.

By requesting the deletion of your information from First IB, you acknowledge and understand the consequences outlined above. Your privacy and data security are our top priorities, and we appreciate your trust in our commitment to safeguarding your information.

To access your statement online, log in to your online banking account, click Additional Services and select Bills, Statements and Tax Forms. You can also access your statements through the First Internet Bank mobile app.

The last login time is expressed in Eastern time, and reflects the last valid login attempt for your account. If you were not logged in at the time, please consider whether you are signed up for a service called Account Aggregation. This allows you to go to a single website and access multiple sources of financial information — banking, brokerage, credit cards, airline miles — even if the information is from different financial institutions and other parties. Aggregators work by logging in to your account on a regular basis and retrieving the data presented on the screen. All of the data from your accounts is then re-formatted and displayed on one single screen.

If you do not believe you have signed up for an Account Aggregation service, please call a First Internet Bank Relationship Banker at 1-888-873-3424 to review your online activity and account history. We will work with you to determine the appropriate course of action.

If you have forgotten your user ID or password for your online banking account, please call a First Internet Bank Relationship Banker at bank@firstib.com or 1-888-873-3424.

You may try re-sending the code to your phone through your online banking account. Go to the same page where you went to register the phone and click the link to have the code sent to your phone again. If that doesn’t work, please check with your carrier to verify that your phone and plan are enabled to send and receive both SMS and MMS messages. Also confirm with your carrier that your phone and plan are enabled to receive messages from short codes. Some carriers will block these, either at your request or based on your plan. First Internet Bank text message banking notices, including the activation code, will be sent from a short code (454545) rather than a 10-digit phone number.

First Internet Bank offers three options for mobile account access: Apps for iPhone, iPad, and Android phones. Download the app for free at the iTunes App Store or Google Play.

You can also access our mobile banking service using any Internet-enabled mobile device. Log in to mobile banking at m.firstib.com using your online banking user ID and password. You will be prompted to answer security questions when you log in. (If you would like to avoid these questions on future logins, follow the link to add extra security to your device once you are on the Accounts screen.)

There is no charge from First Internet Bank to use our mobile banking service. However, you may be charged mobile web access rates by your wireless carrier. Check with your service provider for details on specific fees and charges. Bill payment usage fees may apply, depending on the type of checking account you have with First Internet Bank.

The third option for mobile access is text message (SMS) banking. If you can send and receive text messages using your mobile phone, you can get your account balance(s), review your most recent transactions and even transfer funds from your phone. Register through your online banking account. Click Additional Services and select Mobile Banking to get started.

Your online banking password ensures that only you can access your confidential information. Your password must more than six characters, is case sensitive, and must contain a mix of letters, numbers and special characters (!@#$ etc.), but cannot contain spaces. Please remember this password and keep it secure. If you forget your password, you will have to be reset.

Your password is one of the most important defenses you have for protecting your account information! Here are some tips for choosing (and protecting) a strong password: Try to memorize the password, and avoid writing it down. Mix letters, numbers and symbols, and use case sensitivity (upper and lower case letters). This makes it harder to ‘crack’ your password. Find a good way to remember it. For example, choose the first letters of a sentence that you will remember. ‘I have 2 dogs called Rover and Fido’ translates to Ih2dcRaF. Use punctuation to your advantage.

Also, avoid using:

• The name or birth date of your spouse, child, pet or other loved one
• Social Security or phone numbers
• Any part of your physical address
• Other information that is easily obtained about you (your alma mater, mother’s maiden name, or past address, for instance)
• Any username on the computer in any form
• A word in the English or foreign dictionary
• A password used on another site
• Any of the above spelled backwards
• Sequences: “12345678,” “abcdefg” or passwords that could easily be advanced: “January2015,” “February2015,” “March2015,” etc.

Above all… Do not share your password with anyone! The employees of First Internet Bank do not need your online banking password to answer your questions or troubleshoot your account.

Log in to your online banking account. Click Move Money, select External Transfers and then Add a New Account. You can search for your outside financial institutions either by name or by nine-digit ABA/routing number. Select the outside financial institution for which you want to add an account and you will be prompted to enter the required information to set up the account.

To update your email address, please log in to your online banking account, click My Settings in the upper right corner. On that page, you can update your email address (and physical address) in the Personal information section.

iScan Deposit is a service from First Internet Bank that allows you to deposit checks made payable to you by scanning, rather than mailing, the check and uploading it through our online banking site. It also gives you quicker access to funds. When you scan a check by 3:00 PM Eastern time, your check will be posted by 6:00 PM Eastern time the same business day. You’ll also avoid the hassle of finding an ATM to accept deposits or request deposit envelopes.

With your computer and scanner, you have everything you need — including peace of mind that you’ll always know the status of your check. iScan Deposit can be used from home, work or any other trusted workstation equipped with an everyday scanner. In addition to iScan, you can also deposit checks through the First Internet Bank mobile app.