FAQ

Yes. The Personal Identification Number (PIN) for your ATM and/or debit card is randomly generated. When you first receive your card, you will need to call the number printed on the sticker on the card to activate the card and set your own PIN. To change the PIN for an existing card, contact a Relationship Banker at 1-888-873-3424 and we can assign a temporary PIN while you’re on the phone. You will then be able to change the temporary PIN to a number you select.

Any customer with an Interest Checking, Money Market Savings, and/or Regular Savings account is automatically enrolled for our ATM Surcharge Rebate program. On the last day of the month, the number of ATM surcharges you incurred over the month will be totaled and you will receive a rebate of up to $10. Please note: Rebates are applied at the end of the month and not as transactions occur. The surcharge rebate is calculated on a per-customer basis, rather than a per-account basis.

When you make an ATM withdrawal, the ATM network sends a transmission of the total amount of your transaction. The ATM network does not identify how much of the total dollar amount is the cash withdrawal and how much is the surcharge. Therefore, our systems run a program at the end of the month to calculate the surcharge.

First, we identify all ATM transactions. Then, we divide the amount of the transaction by 5, as most ATMs will dispense cash in multiples of $5 (usually $10 or even $20). If the remainder matches any of the amounts below, then we consider the remainder to be a surcharge.

• $0.50
• $0.75
• $0.99
• $1.00
• $1.25
• $1.50
• $1.75
• $2.00
• $2.50
• $3.00
• $3.50
• $4.00
• $4.50

The system totals the surcharges incurred during the month. If the amount is less than $10, we credit your account with the total of the surcharges. If the amount is equal to or greater than $10, we credit your account with $10. If you feel that we did not credit your account for the correct amount of ATM surcharges incurred, please contact us at bank@firstib.com or 1-888-873-3424.

Your funds transfer request enters into the ACH system on the business day following receipt of your request, provided you’ve made your transaction request funds transfer execution message by 4:00 p.m. Eastern time.

One-time transfers using the Premium service are completed the next business day following your request. Standard transfers may take three to four business days.

Please note: The completion of a transfer, including the availability of funds in the destination account and access to the transaction details, will depend in part upon how quickly your account is updated after receiving the funds transfer.

Full details regarding your funds transfer requests are viewable on the Activity screen in the Transfer Status section. The funds will be posted to your destination account once the funds have been successfully drawn from your source account. Your transaction remains in process for four business days from the day you sent your request. Provided we have not received notice of any problems with the transfer, the status will be updated to Complete, indicating a successful transaction.

You can cancel your request at any time before the cutoff time (3:00 PM Eastern). Once your request has been transmitted to ACH, you cannot cancel the transaction. To cancel the transaction before the cutoff time, click on the account next to the transaction on the Activity page and follow the instructions. If you miss the cutoff time, your best option is to request a second transfer between the same two accounts sending the funds back to its point of origin (in effect reversing your first transfer). Please note: First Internet Bank charges a fee for debit transactions to your First Internet Bank account.

First Internet Bank is a pioneer in the ‘direct banking’ model. We’ve been around since 1999. Without a costly branch network to support, we’re able to pass our savings on to you in the form of better rates and lower fees. Plus, we’ve loaded up our online banking site with tools and resources to help you manage your money more easily and make smart financial choices for your future. And when you have a question, our experienced and friendly Relationship Bankers are happy to help – by phone, email or online chat. Chances are, with Direct Deposit and ATMs, you probably don’t visit bank branches that often anyway…so why pay for something you don’t use?

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.