Mobile Banking FAQs

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Mobile Banking FAQs

Welcome to First Trust Bank's frequently asked questions. Whatever you want to find out about our Mobile Banking you will find it here. Just select from the list below.

  • Do I need to register to use the Mobile Banking App?

    No, First Trust Bank Mobile Banking is available to all customers who have registered for Online and Phoneline Banking. You can log into Mobile Banking using your existing eight digit registration number and five digit Personal Access Code (PAC) during initial set up of the App. For every subsequent log in on that device you will only need to enter three random digits of your PAC.

  • How do I access the Mobile Banking App on my touch screen smartphone?

    We have specially designed our app for iPhone and Android™ mobile handsets. It is easy to download and available from the App Store and Google Play™.

     

    For other smartphone users our Online Banking is responsive and resizes to suit each device.

     

  • What do I require to access the Mobile Banking App?

    Mobile Banking has been designed and tested to work with a selection of touch screen smartphones with internet capability.

     

    We aim to ensure that our Mobile Banking App is accessible to our customers. However, given the number of mobile devices available, this cannot always be guaranteed.

     

    Customer connectivity to our Mobile Banking App, using the mobile phone signal, will depend on the telecom provider’s mobile /Wi-Fi/ broadband network speed. This may vary depending on:

     

    1. The number of customers accessing the mobile provider's network at any given time.
    2. Whether the phone is receiving a 3G or 4G signal from the mobile provider's network.
    3. The type of phone, operating system and/or browser being used.

     

    If you encounter any problem with your mobile phone internet connection, you should contact your mobile network provider / broadband or Wi-Fi service provider.

  • Is the Mobile Banking App secure?

     

    Yes. Mobile Banking is a secure, safe and convenient way to manage your money on the go. The service provides the same high level of security as you enjoy on Online Banking.


    When you initially set up, enter your eight digit registration number followed by three random digits from your PAC (Personal Access Code). After this initial set up process you will only need to enter three random digits from your PAC at each subsequent log in. The set up process for the App will securely link your registration number to your mobile phone. You can unregister your registration number from your phone within the App or via Online Banking.

     

     

    To ensure you can access your accounts via the internet with the utmost confidence, we use the highest levels of industry standard security. As part of this security we use 128-bit Secure Socket Layer (SSL) encryption to protect your information.

     

    The Mobile Banking App will automatically log you out after four minutes of inactivity. You must be actively browsing to stay connected (i.e. switching between accounts).

     

    This feature aims to protect you against unauthorised access. You will need to log in again if you wish to continue using the Mobile Banking App.

     

  • What services are available on the Mobile Banking App?

    Mobile Banking offers you a number of convenient services on your mobile. You will be able to:
     

    • Check your account balances
    • View recent transactions on your account
    • View your available funds
    • View pending debit card transactions
    • Transfer money to your own accounts and to any UK bank or building society*
    • Pay your bills*
    • One time log in - provides you with the flexibility to log in to the App on a device without registering your details to that device.  You’ll be asked for your registration number and three random digits from your PAC each time you log in as your registration number will not be stored on the device.
    • Quick Balance – allows you to view up to two account balances, by holding down the ‘Quick Balance’ button on the log in page, without the need to log in to the App. When logging into the App for the first time you will be given the option to set up Quick Balance and to choose the account(s) you wish to register. This can be amended or switched off at any time within the App.
    • You will be able to view, amend (the amount, account name, sender or receiver messages) and cancel your Standing orders via the Mobile App.
    • View your statements
    • Share your BIC, IBAN, Sort Code and Account Number

     

    *The beneficiary or biller must already be set up on Online Banking to transfer/pay via Mobile Banking.

     

    Please Note: For access to other Online Banking features (e.g. add a biller, add a payee, make a one-off bill payment etc.) you will need to access the full Online Banking service from your browser.
     

    If you encounter any difficulties with using these services, simply call Phoneline Banking on 0345 793 0000, log in and choose option zero (0) and one of our Customer Service Advisers will be happy to help you. Our advisers are available between 8am and 12am (Midnight), 7 days a week.

     

    If you encounter any problem with your mobile phone internet connection, you should contact your mobile network provider.

  • What is Quick Balance?

     

    Quick Balance is an optional feature that allows you to view the account balance and available funds of up to two of your selected accounts without logging in.

     

    We recommend you keep your phone locked to prevent others from viewing your balance.

     

  • Can I switch off the Quick Balance feature?

    Yes, Quick Balance can be switched on and off as often as you like. To change your ‘Quick Balance’ setting go to the Services menu within the App and select ‘App settings’.

     

     

    You can also change the accounts that you select for Quick Balance.

     

  • I have lost my phone, can I unregister my registration number from the phone?

    Log into Online Banking, select ‘Services & Settings’ and then ‘Manage my Devices’.  This screen will show you a list of devices that your registration number is linked to. 

     

    Select the ‘Remove’ button and follow the onscreen instructions to unregister.  Once your phone is unregistered it will no longer retain the quick balance functionality and access to your mobile App with your registration number. 

     

    We strongly advise that you unregister your phone if you have lost it.

  • I need to log into another profile with a different registration number, how do I do this?

    When you open the App, before entering your PAC, select the icon on the top right corner of the screen to access ‘One time login’.

     

    Once you have entered the eight digit registration number and three random PAC digits you will have access to the App.  When you log out your details will not be stored on the phone.

     

    Remember if you give your phone to a friend/family member to use one time login, they could see your balance if you have quick balance switched on.

  • What is my ‘Balance’?

    Your account balance is shown in real time (in other words, it is up to date at the time you check your balance).

     

    Your account balance does not include uncleared amounts (in other words, amounts that have been paid into your account that are not yet available for you to withdraw.  For example a cheque).


    Your Visa card, MasterCard and Asset Finance Account balances are not shown in real time, but are as at close of business on the previous banking day.

  • What are ‘Pending Transactions’?

    The ‘Pending Transactions’ screen displays Visa debit card transactions which you have made that have not yet been debited from your account.

     

    Most Visa debit card transactions are debited within several days.  However, the timeline can vary for each transaction depending on how the retailer/merchant processes it. As a result there may be some Visa debit card transactions which you have made that are not yet displayed on this screen.

     

    You must ensure you have sufficient funds in your account to cover any Visa debit card transactions you make.

  • What does ‘Available Funds’ mean?

    The ‘Available Funds’ balance is the amount you can transfer or withdraw from your account.


    If you have an agreed overdraft limit with us your ‘Available Funds’ is the balance of your account plus the amount of your overdraft. The amount of your overdraft limit will also appear underneath your ‘Available Funds’.

     

    Example

    If you have £500 in your account, you have pending Visa debit card transactions of £200 and you have an overdraft limit of £500: Your ‘Available Funds’ would be £800.

  • Where can I find the Foreign Currency Note Rates and Calculator?

    You can find the Foreign Currency Note Rates and Calculator on our website.

  • Where can I find information on Branch and Cash Machine locations?

    You can find information about our Branches including address and opening hours on our website.

    You can find the location of the nearest cash machine by using the Link ATM Locator.

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