Relationship Manager FAQ
What is FirstCaribbean Internet Banking?
FirstCaribbean Internet Banking is one of several electronic banking services offered to our customers. Others include our FirstCaribbean Telephone Banking service, as well as our extensive Branch, ABM and POS networks.
FirstCaribbean Internet Banking is not only convenient, but also easy to use. It is a time saving, effortless way to bank, offering you or your business the flexibility to access your accounts any time, anywhere, from wherever you have an Internet connection.
I have never done my banking online. Is it difficult to do?
FirstCaribbean Internet Banking is easy to use. Try out our Demo. Once you see for yourself, you'll want to register right away!
What can I do online?
FirstCaribbean Internet Banking allows you to do all your daily personal or business banking quickly and easily.
- You can view your balances and transaction history (up to the last 6 months)
- Download chequing/International current and savings/call account histories to your personal or business accounting/financial management software for tracking, reporting and analysis
- Transfer funds between chequing/International current and savings/call accounts in any currency and any country where FirstCaribbean operates
- You can make payments to any of your registered FirstCaribbean Credit Cards directly from your registered personal or company accounts
- You can make Third Party Payments in local and foreign currencies to other individuals or businesses with a FirstCaribbean account, once your account and the other party's account are in the same country.
- You can make International Wire Transfers online to any individual or business with an account at virtually any bank in the world.
When can I use FirstCaribbean Internet Banking?
FirstCaribbean Internet Banking is available 24 hours a day, 7 days a week, wherever you have an Internet connection.
Keep in mind that there are brief periods in which our systems are taken off-line for updates and maintenance. These periods are scheduled at times least likely to interfere with your daily banking, like in the early morning hours. You will still be able to obtain balance and account transaction information, as well as transfer funds.
If I operate or manage a business, can more than one user access my company accounts through FirstCaribbean Internet Banking?
One of the key benefits FirstCaribbean Internet Banking offers our Business Banking and our domestic/International Corporate Banking customers is the flexibility of our Internet Banking Service multi-user access.
This feature provides you with the ability to establish online banking access to multiple users within your organisation, managed by a designated Internet Banking Administrator in your company who is responsible for creating user ID’s, assigning access privileges to specific functions and features to selected employees and setting transaction limits, all according to your company’s corporate and financial management policies.
Through online training and support at our Corporate Internet Banking Administrator Demo, your Internet Banking Administrator learns not only how to manage the company-wide use of your Internet Banking service but more importantly, how to establish the controls required to safeguard the confidentiality and security of your corporate financial information.
What if my company currently uses FirstCaribbean e-Connect service to access our business account information?
With the launch of FirstCaribbean Internet Banking, our Corporate Banking customers who previously had been using FirstCaribbean’s e-Connect service, have been transitioning to FirstCaribbean Internet Banking, which we assure you, is a far more user-friendly replacement with enhanced features and functions.
If your company has not yet transitioned to FirstCaribbean Internet Banking, your Relationship Manager will help to ensure a smooth transition and answer any specific questions you may have.
How do I register for FirstCaribbean Internet Banking?
It's easy to register for FirstCaribbean Internet Banking. Follow these simple steps:
- Contact your Relationship Manager: With the assistance of your Relationship Manager, you'll complete a simple, straightforward registration form, which will take 2 business days to process.
- Receive Temporary Internet Banking password: An e-mail with a temporary Internet Banking password is sent as soon as your registration request is processed.
- Obtain Welcome Kit: Your Relationship Manager will provide you with a Welcome Kit and your User ID, which is generated as soon as the registration request is processed and sent to the branch.
- Visit our Web site: Using your assigned User ID and temporary Internet Banking password, you'll log on to FirstCaribbean Internet Banking for the first time. For security purposes, you will automatically be prompted to establish a new FirstCaribbean Internet Banking password; you'll also be required to accept Terms and Conditions.
- Set up security details: Once you`ve successfully logged on to FirstCaribbean Internet Banking, you must set up your security details, including Memorable Word and Memorable Word Hint, via Preferences. These details are required for authentication purposes should you ever contact a Customer Service Agent; they will use the Memorable Word to verify your identity prior to providing any information about your account(s).
The FirstCaribbean Internet Banking registration form is quick and easy to complete; your Relationship Manager/International Banking Centre will assist you. Following the processing of the form – which will take 2 business days – your temporary Internet Banking password will be sent to you via e-mail, and your assigned User ID generated and sent to the branch.
Once your Relationship Manager/International Banking Centre provides you with your User ID, you'll be ready to log on any time.
What are the benefits of using FirstCaribbean Internet Banking for my personal or business banking?
We are certain that our International and Corporate Banking customers who hold personal or business accounts at FirstCaribbean Bank will especially welcome the ease and accessibility of FirstCaribbean Internet Banking.
Among the most significant benefits that FirstCaribbean Internet Banking Service offers our domestic and International Corporate Banking customers is the degree to which it will simplify and improve the Cash Management function of your business.
With the flexibility to view your cash position across all accounts, companies and countries online as well as the ability to initiate wire transfers and make payments via the Internet, your Corporate Finance Executives can quickly and easily move company funds around to make the best use of your cash holdings while minimizing on your business overdraft facility.
In fact, several large regional businesses are already using FirstCaribbean’s Internet Banking Service to manage their cash resources within their countries as well as across borders in neighbouring Eastern Caribbean territories.
How much does it cost to use FirstCaribbean Internet Banking?
If you are a customer in the Premier sector, FirstCaribbean Internet AND Telephone Banking are available for free. And access to both services is unlimited.
If you are a customer in the International or Corporate Banking sectors, FirstCaribbean Internet and Telephone Banking are available for free. Please contact your Relationship Manager or International Banking Centre for further details.
For specific transactions, such as ordering chequebooks and stop payments, regular branch charges will apply. You can still perform these transactions at your local branch or by contacting our Customer Service Agents. Relationship-managed customers may also contact your Relationship Manager or Business Banker.
What can I expect when I log on for the first time?
For your security and protection, FirstCaribbean Internet Banking automatically prompts you, when you are logging on for the first time, to change your Internet Banking password. You will also be required to accept Terms and Conditions.
Remember, as well, that you are required to set up security details online, including a Memorable Word and Memorable Word Hint, via Preferences.
These details are required for authentication purposes should you ever contact a Customer Service Agent. They will use Memorable Word to verify your identity prior to providing any information about your account(s).
How do I get help if I need it?
Online assistance is available from every screen on FirstCaribbean Internet Banking.
Further assistance is always available from our Customer Service Agents. They're ready to help you, and answer any of your questions.
NOTE: Company users who require assistance should contact their company’s Internet Banking Administrator.
About Your Accounts
Can I choose which of my personal/company accounts are accessible via FirstCaribbean Internet Banking?
Yes. You designate accounts for online access at the time of registration
Should you ever wish to add an account or change the accounts on your Internet Banking profile, please contact your Relationship Manager/International Banking Centre or call our Customer Service Agents who will be happy to accommodate your request.
NOTE: Internet Banking Administrators will also need to set up account access privileges and individual transaction limits for the users within their company who will be provided with access to their company’s accounts via FirstCaribbean Internet Banking.
If I open a new personal/company account, will it automatically show up on FirstCaribbean Internet Banking?
No. But it is easy to add an account to your Internet Banking profile. Contact your Relationship Manager/International Banking Centre or call our Customer Service Agents, who will be happy to accommodate your request to add a new account.
Can I add or delete accounts from my FirstCaribbean Internet Banking service?
Yes. If you do not wish to view certain accounts via FirstCaribbean Internet Banking, you can elect not to attach these accounts to your Internet Banking service.
If at any time in the future you wish to have access to them, you can easily change this preference with a call to your Relationship Manger/International Banking Centre.
Your Account Information
How do I view the activity on my chequing/International current or savings/call account?
You view activity on a chequing/International Current or savings/call account according to current statement period or to a period of time that you specify. You will be able to retrieve the last 6 months of account activity, and view 10 transactions at a time. If there are more than 10 transactions for the particular period, you`ll be able to page forward and backward through the list.
What makes the account activity feature in FirstCaribbean Internet Banking both convenient and useful is the added capability either to print your transaction activity for record keeping purposes or to download transaction activity to personal or business accounting/financial management software for further tracking and analysis.
Can I view transactions for more than one account at a time?
No. You can only view transaction activity on one account at a time.
Is there a limit to the number of transactions that I can view in a chequing or savings account?
The system displays all transactions for the period that you specify. On any particular screen, however, you will be able to view only 10 transactions at once. This means that if the total number of transactions for a specified period were 23, then you would be able to see the first 10, then the next 10, and finally the last 3.
When I review my transaction history, I notice that some transactions that I recently completed outside of Internet Banking do not appear. Why does this happen?
Depending on how you completed these transactions (e.g. via an ABM) and on the time that the transactions were completed, it is possible that they have not yet been downloaded to FirstCaribbean Internet Banking. This occurs due to the timing of our processing schedules. If you cannot see certain transactions, please try logging on again later to allow the processing cycle to be completed.
Can I export transaction information to my personal or business accounting/financial management software?
Yes. You can download transaction history information from FirstCaribbean Internet Banking to your personal or company financial management software for tracking and analysis.
Account Transfers
Can I transfer funds between all of my personal or business accounts at FirstCaribbean?
Yes. In addition to the ability to make same currency/same country account transfers between your personal or company accounts, you can now make transfers in any currency between your registered FirstCaribbean chequing/International current and savings/call accounts in any country where FirstCaribbean operates.
How long does it take to process a same currency/same country transfer?
Transfers between accounts take place in real-time. This means that the money is transferred into the designated account immediately.
If I am already signed up for FirstCaribbean Internet Banking, how do I sign up for FirstCaribbean Internet Banking’s Enhanced Transfer Features to make Cross Border/Cross Currency Transfers?
If you are already signed up for FirstCaribbean Internet Banking, you will have automatic access to this enhanced feature as part of our Account Transfer functionality.
I would like to use these Enhanced Transfer Features to make Cross Border/Cross Currency Transfers but I have not yet signed up for FirstCaribbean Internet Banking. What do I need to do?
If you are not a FirstCaribbean Internet Banking customer, you will first need to register for our Internet Banking service in order to access our Enhanced Transfer capability to make Cross Border/Cross Currency Transfers. Please refer to “How do I register for FirstCaribbean Internet Banking?"
With FirstCaribbean Internet Banking’s Enhanced Transfer capabilities, what types of transactions can I do?
Our Enhanced Transfer Feature now enables you to make same or cross currency transfers between all of your registered personal or corporate chequing, International current, savings or call accounts in any of the 15 regional markets we serve. This means you can now transfer funds between your registered personal or business accounts held in one Caribbean country to another (i.e. cross border).
What are the benefits of using FirstCaribbean’s Internet Banking Enhanced Transfer Features – Cross Border/Cross Currency Transfers?
With our enhanced account transfer capability, you can now transfer funds between all of your FirstCaribbean accounts (personal or business) that are domiciled in any of the 15 countries in which we operate.
This added feature provides you with more convenience and control in terms of where you want to transfer your funds within your FirstCaribbean accounts
How do I transfer funds between my registered FirstCaribbean accounts in different Caribbean countries?
If you wish to transfer funds from a FirstCaribbean account in one Caribbean country to a FirstCaribbean account in another country (i.e. Cross Border), this will be done via the Account Transfer (“From" one of your accounts “To" another of your accounts) feature. This service will enable you to make transfers to your other FirstCaribbean accounts in any of the 15 Caribbean territories in which we operate
How long does it take to process a Cross Border/Cross Currency Transfer via FirstCaribbean Internet Banking?
As with same currency/same country transfers, Cross Border/Cross Currency transfers between accounts take place in real-time. So, transfers between your accounts are immediate
Can I make Cross Border/Cross Currency transfers between any of my accounts at FirstCaribbean?
No. Cross Border/Cross Currency Transfers can only be made between your chequing, International current, savings, or call accounts which you have registered for FirstCaribbean Internet Banking
If you wish to register an additional account with Internet Banking please call any of our Customer Service Agents who would be happy to assist you with your request
Can I send a Cross Border/Cross Currency Transfer in any amount using FirstCaribbean Internet Banking?
No. As with all FirstCaribbean Internet Banking transactions, limits are established on the amount of funds you can transfer funds on a daily and transactional basis
How much does it cost for each Cross Border/Cross Currency Transfer using FirstCaribbean Internet Banking?
There is no charge for Transfers done within the same country (same or cross currency). There is a charge for Cross Border Transfers that you send via FirstCaribbean Internet Banking, and these charges vary by territory.
As we recently reviewed our fees and rates, we invite you to visit your local branch, contact your Relationship Manager/International Banking Centre, or call our Customer Service Agents to learn more about specific fees in your area
What if I am in an exchange control country? What do I need to know to use First Caribbean Internet Banking Cross Border/Currency Transfers?
If you are in a country with foreign exchange controls, you will need to follow the same steps as those required for making International Wire Transfers.
How do I sign-up for multiple user access to Cross Border/Cross Currency Transfers using FirstCaribbean Internet Banking?
As the Corporate Internet Banking Administrator for your company, you are able to grant specific access to company users for making transfers. This same process applies to granting access to our Enhanced Transfer capability for making Cross Border/Cross Currency Transfers.
For more information on how to set up specific roles and limits for company users, please see our Corporate Administrator Demo.
Third Party Payments
Can I transfer funds to a FirstCaribbean account that is not in my name i.e. a Third party?
Yes. Now businesses as well as our personal customers can use FirstCaribbean Internet Banking to make Third Party Payments.
Also, in addition to same currency Third Party Payments, you can make online payments in any currency directly from your registered FirstCaribbean accounts to anyone or any company with a FirstCaribbean account in your country.
To make Same Currency Third Party Payments, you must set up a Beneficiary Template for the account(s) to which you wish to transfer funds BEFORE a transfer can be made. It’s easy. Just select ‘Beneficiary Maintenance’ and follow the straightforward instructions. As with the existing transfers, your account will be debited and the beneficiary credited immediately.
Which of my FirstCaribbean accounts can I use to transfer funds online to make Third Party Payments?
You can use any of the accounts that you have registered for FirstCaribbean Internet Banking to make Third Party Payments. These can be either chequing/International current or savings/call accounts. Please remember that your account and the payee’s (Beneficiary’s) account must be in the same country.
What if I want to make payments to a Third Party with a FirstCaribbean account in another country or with an account at another foreign bank?
If you wish to make a Third Party payment outside of your country, you can do so using our International Wire Transfer feature.
Will I be able to print and/or save a copy of the transaction record when I perform a Third Party Payment using FirstCaribbean Internet Banking?
Yes. All you have to do is follow the simple instructions on the screen.
NOTE: Please go to our Third Party Payments web page, where you will find more details on making Third Party Payments
Credit Card Payments
Can I pay my personal or business FirstCaribbean Credit Card(s) via Internet Banking?
Yes. You can make online payments directly from your registered FirstCaribbean personal or company accounts to any of your FirstCaribbean Credit Cards – whether VISA or MasterCard.
How can I pay my FirstCaribbean Credit Card(s) using FirstCaribbean Internet Banking?
To make online payments to your FirstCaribbean Credit Card(s), the credit card accounts to which you wish to make payments need to be registered with us. You can do this online, or by calling either your Relationship Banker/International Banking Centre or any of our Customer Service Agents.
Once registration is completed, simply select the ‘Make a Bill or Credit Card Payment’ option and follow the straightforward instructions
Are there cut-off times for the payment of my FirstCaribbean Credit Card(s) when using FirstCaribbean Internet Banking?
No. Online payments of FirstCaribbean Credit Cards can be made at your convenience, at any time, day or night.
Which of my FirstCaribbean bank accounts can I use to pay my FirstCaribbean Credit Card(s)?
You can use any of the accounts that you have registered for FirstCaribbean Internet Banking to make credit card payments. These can be chequing/International current and savings/call accounts.
What if I need to change or delete a Credit Card payment?
Once an online payment has been made via FirstCaribbean Internet Banking, it CANNOT be stopped. Your account is immediately debited and the payment is credited to your Credit Card account.
Should such an instance occur, we recommend that you contact your Relationship Manager/International Banking Centre or call any of our Customer Service Agents.
Can I set up a Standing Order to make recurring online payments?
No. However there is an option to let the system automatically debit your registered FirstCaribbean account for Credit Card payments using the ‘Auto Pay ‘ feature
Can I access my credit card account details?
At this time we are not able to offer transaction history for our credit card accounts. This feature is a high priority for us to include in future enhancements to FirstCaribbean Internet Banking.
How do I register for Third Party Payment and Credit Card Payment features if I use both FirstCaribbean Internet Banking and FirstCaribbean Telephone Banking?
If you subscribe to both FirstCaribbean Internet Banking and FirstCaribbean Telephone Banking, you only need to register online for Bill and Credit Card Payments. The information you input during your online registration will automatically be registered on our Telephone Banking system
However, if you are only a FirstCaribbean Telephone Banking customer, you must register for Bill and Credit Card Payment services by contacting your Relationship Manager/International Banking Centre or a FirstCaribbean Customer Service Agent. You will need to have copies of the bills you wish to pay and your credit card information handy to provide the relevant required information.
For Internet Banking business/Corporate customers , you will need to contact your Relationship manager to set up access for Internet Banking 3rd Party Payments
International Wires
Can I transfer funds between an account at FirstCaribbean and one at another bank?
Yes. Now, using our new International Wire Transfers feature, you can make same or cross currency electronic wire transfers via FirstCaribbean Internet Banking directly from your registered FirstCaribbean accounts to beneficiaries at virtually all international banks.
Stop Payments
How do stop payments via FirstCaribbean Internet Banking work?
You can place a stop payment on a cheque quickly and easily via FirstCaribbean Internet Banking. Stop payments are generally used to stop:
- Cheques that have been lost or stolen.
- Cheques issued for goods or services that you either have not received or now wish to cancel.
If your stop payment request is confirmed, and the payment has not already gone through, the stop on the payment of the designated cheque will be carried out as requested
Can I print a confirmation of an online stop payment request?
Yes. On the confirmation screen, which summarises and confirms the details of your stop payment request, you can use the Print button to print a copy of the screen for record keeping purposes.
Security & Privacy
Is Internet Banking secure?
Absolutely! At FirstCaribbean International Bank we are committed to providing you with a secure and safe FirstCaribbean Internet Banking environment. The highest industry security measures have been put in place to protect the security of your personal information.
Web browsers use encryption to communicate over the Internet. You must have a browser with 128-bit encryption to use FirstCaribbean Internet Banking. All of the browsers supported by FirstCaribbean Internet Banking offer 128-bit encryption.
In addition to the security measures of FirstCaribbean Internet Banking, it is also important that you take steps to protect your information on your personal computer. When you log on to FirstCaribbean Internet Banking you need to use your FirstCaribbean Bank Card number or your User ID (for those customers who do not have a FirstCaribbean Bank Card) and a password before you can access your accounts. If you maintain the security of your FirstCaribbean Bank Card number or User ID and password, no one can gain access to your account information through FirstCaribbean Internet Banking.
While we take strong measures to ensure the security of your financial transactions and the confidentiality of your information, it is extremely important that you take precautions to ensure that your information remains safe and secure.
How can I be sure that my personal information is kept private and confidential?
At FirstCaribbean International Bank, we are committed to keeping all your personal information private and confidential
As detailed in our privacy policy, we will not disclose any information about you without your authorisation, unless disclosure is required or permitted by law.
For further details, please see the FirstCaribbean Privacy Policy, which is available online.
Is anyone else able to access my account information over the Internet?
No one is able to access your account information without your FirstCaribbean Internet Banking password. Your password is unique, and should always be kept confidential in order to protect you from unauthorised access to your accounts and account information. As an added measure of security, you should also make every effort to change your password on a regular basis.
Are there any fraudulent practices that I should be aware of to protect myself against identity theft and other illegal acts while doing my online banking?
Yes. Fraudulent schemes are being committed electronically – for example, via e-mail or the Internet – with increasing frequency, creativity and intensity. Two common methods are phishing (pronounced ‘fishing’) and pharming (pronounced ‘farming’).
What is ‘phishing’?
Perpetrators who ‘phish’ for information will try to encourage you to disclose sensitive information such as your password, bank account and credit card numbers, and Personal Identification Numbers (PINs) via seemingly legitimate e-mails or Internet websites. Fraudulent e-mails may be very convincing, and may appear to have been sent by a legitimate and trusted source with which you do business e.g. your bank. Most will come in the form of an e-mail request to ‘update’ or ‘validate’ your financial or personal information. Some of these e-mails will direct you to a fraudulent website for updating your information. Often the website will look very similar to the legitimate website.
What is ‘pharming’?
Perpetrators who ‘pharm’ for information do so by hacking into DNS server software. (DNS servers are the giant computers that ‘run’ the Internet). These computer hackers look for any vulnerability in the DNS software through which they can acquire the domain name of a website and re-direct traffic from that website to another fraudulent website.
What can I do to protect myself against fraudulent practices such as ‘phishing’ and ‘pharming'?
Here are a few simple precautions that you should always remember and follow. These are:
- DO NOT type personal and financial information into a pop-up window, even if it appears to be legitimate. FirstCaribbean will never request account information via pop-up windows.
- DO NOT respond to e-mails asking you to verify information. FirstCaribbean will never send you an e-mail request to verify your information. If we do have an issue with your records we will contact you in another way.
- BE SUSPICIOUS of grammatical or spelling errors. These are usually indications of a fraudulent message.
- BEWARE OF suspicious websites. Always be certain that the website you are on is legitimate. If, for any reason, you suspect that a website is not what it claims to be, leave the website immediately and do not follow any instructions on that website.
System and Security Requirements
What do I need to know from a technical perspective before I can start using FirstCaribbean Internet Banking?
In accordance with our standards for information privacy and security, we recommend that you use one of these fully compatible and tested browsers, which support 128-bit encryption
- Internet Explorer 5.5 or higher
- Netscape ® Navigator 7.0 or higher
- AOL 7.0 or higher
What is 128-bit encryption?
Encryption scrambles any data that passes between your Web browser and our Web servers, protecting your personal and banking information as it travels over the Internet.
The industry standard for data encryption, which is the best technology available, is 128-bit encryption
Using a browser that supports 128-bit encryption allows you to share the personal data directly related to your accounts held with us and to trust that the information will remain private and confidential.
Why are some browsers more secure than others?
Web browsers offer varying degrees of security because they use different technologies for data encryption. As a general rule, the higher the level of encryption, the more secure the browser
Even the most commonly used browsers, like Microsoft Internet Explorer and Netscape Navigator, offer 2 levels of encryption: 40-bit and 128-bit. Browsers that support 128-bit encryption are more secure than browsers that support 40-bit encryption.
To access your account information and perform transactions via FirstCaribbean Internet Banking, we recommend that use a browser that supports 128-bit encryption.
How do I know what level of security I have on my browser?
To determine the level of encryption supported by your browser, follow these simple instructions
- MICROSOFT INTERNET EXPLORER: Open your browser, go to the Help menu, and select About Internet Explorer. The level of encryption is clearly displayed.
- NETSCAPE NAVIGATOR: Open your browser, go to the Help menu, and select either About Netscape or About Communicator. The level of encryption is clearly displayed
In the bottom right hand corner of your browser, you`ll also notice either a closed padlock icon or a key icon if your online session is secure. Different browsers will display different icons. In either case, the icon indicates an encrypted communications session between your Web browser and a Web server.
Holding your mouse over the icon displays a message, which indicates the current level of encryption being used. For FirstCaribbean Internet Banking, this message should read, ‘128-SSL`.
What happens when I log on and log off?
For your security and protection, you are required to use a unique User ID or your 16-digit FirstCaribbean Bank Card number, and password in order to enter the secure area of our Web site that houses FirstCaribbean Internet Banking. Without the correct User ID and corresponding password, you will not be granted access.
When you log on successfully, your Web browser establishes a secure connection to our Web servers, enabling you to communicate securely with us and perform banking inquiries and transactions safely.
If you look in the address bar of your browser, you`ll notice https://, which indicates a secure session. In the bottom right hand corner of your browser, you`ll also notice either a closed padlock icon or a key icon.
Holding your mouse over the icon displays a message, which indicates the current level of encryption being used. For FirstCaribbean Internet Banking, this message should read, ‘128-SSL`.
For added security and protection, Internet Banking will automatically log you off of your online banking session after 15 minutes of inactivity. Should you ever step away from your computer without logging off, this security measure helps to prevent unauthorised individuals from accessing your account information in your absence. This said, we recommend that log off any time you step away from your computer, even if it is only for a few minutes.
Remember, in addition to logging off after each online banking session, we also recommend that you close your browser window and clear your computer`s cache.
What is JavaScript and why do I need it?
JavaScript enhances the look and functionality of the websites that you visit on the Internet.
For FirstCaribbean Internet Banking, we recommend that you enable JavaScript on your browser in order take full advantage of the functionality that our site has to offer.
What can I do to ensure the security and confidentiality of my banking information?
- Always keep your account information and password confidential.
- Never select a password comprised of your name, phone number, address, date of birth, or common words in the dictionary.
- As an added security measure, always select passwords comprised of a combination of letters and numbers, as well as upper and lower case letters.
- Always change your password on a regular basis.
- Always log off before you step away from your computer.
- After completing an online banking session, log off, close your browser window, and then clear your computer`s cache.
- Never e-mail sensitive data such as account information or passwords.
- Use a browser with at least 128-bit encryption.
- Use a quality anti-virus program and update it regularly.
Every time you access the Internet, your browser automatically saves copies of the Web pages that you visit in order to load pages more quickly. This collection of saved Web pages is called the cache.
You should make it a practice to clear your computer`s cache after each online session to safeguard your account and personal information.
Why should I clear my computer's cache?
If you were to leave your computer unattended after having used FirstCaribbean Internet Banking, another person could access your personal financial information by using the Back button on your browser.
To prevent others from accessing previously visited Web pages, including online banking pages, it is important to clear your computer`s cache. If you share your computer with someone else, you should also clear your computer`s history file.
How do I clear my computer's cache?
Clearing your computer`s cache is quick and easy to do. Detailed instructions are available on our website. Depending on the type of browser that you have - for example, whether you use Microsoft Internet Explorer or Netscape Navigator - different instructions apply.
Passwords and Security
What do I need to know in order to select a FirstCaribbean Internet Banking password?
Your FirstCaribbean Internet Banking password must comprise
- A minimum of 8 and a maximum of 14 characters
- At least one alphabetic character
- At least one numeric character
- No special characters, such as !@#$%,.
Your Internet Banking password should be easy for you to remember, but difficult for someone else to guess. And you should avoid using details that are easily acquired, like any part of your name, address, or date of birth.
Can I change my Internet Banking password?
You can change your FirstCaribbean Internet Banking password at any time. For added security and protection, we recommend that you change your password on a regular basis.
When should I change my password?
We recommend that you change your FirstCaribbean Internet Banking password on a regular basis as an added measure of protection for you and your personal banking information.
Remember that you should always change your password if you suspect that someone else has obtained it.
What happens if I forget my FirstCaribbean Internet Banking password?
If you forget your Internet Banking password and try to sign on, the system will automatically lock you out of FirstCaribbean Internet Banking after three unsuccessful attempts. This is a security measure for your protection.
Should this happen to you, call our Customer Service Agents in order to reset your FirstCaribbean Internet Banking account. You'll be issued a temporary password, and be required to call the Customer Service Agents again in order to confirm receipt. When you use the temporary password to log on to FirstCaribbean Internet Banking, the system will automatically prompt you to establish a new password.
What is the purpose of Memorable Word?
We ask you to establish a Memorable Word for authentication purposes, which is 6 to 12 characters in length. If you call our Customer Service Agents, this word will be used to positively verify your identity.
Your Memorable Word should be easy for you to remember, but difficult for someone else to guess. And you should avoid using details that are easily acquired, like any part of your name, address, or date of birth.
Can I change my Memorable Word?
Yes. From the Preferences screen on FirstCaribbean Internet Banking, you can change your security details at any time. Your security details include your Memorable Word, Memorable Word Hint, and Personal Questions and Answers.
Keep in mind that your Memorable Word must be between 6 and 12 characters in length, and should be easy for you to remember, but difficult for someone else to guess. And you should avoid using details that are easily acquired, like any part of your name, address, or date of birth.
What is the purpose of the Personal Questions and Answers?
We ask you to establish a set of Personal Questions and Answers for authentication purposes. If you call our Customer Service Agents, your Personal Questions and Answers are used as a backup to positively verify your identity should you ever be unable to remember your Memorable Word.
Your Personal Questions and Answers should be easy for you to remember, but difficult for someone else to guess.
Can I change my Personal Questions and Answers?
Yes. From the 'Preferences' screen on FirstCaribbean Internet Banking, you can change your security details at any time. Your security details include your Memorable Word, Memorable Word Hint, and Personal Questions and Answers.
Keep in mind that Personal Questions and Answers should be easy for you to remember, but difficult for someone else to guess.
What if I have trouble logging on to FirstCaribbean Internet Banking?
If you ever have difficulty logging on, and still remember your password, try a couple of quick and simple checks. Since FirstCaribbean Internet Banking passwords are case sensitive, ensure that you have not accidentally pressed the Caps Lock button on your computer keyboard. Also make sure that you have not used any spaces in your User ID (i.e., FirstCaribbean Bank Card number).
Should you continue to experience difficulties, please call our Customer Service Agents for assistance. They will be pleased to help you and if necessary, reset your FirstCaribbean Internet Banking account.
What's the difference between an Internet Banking password, Telephone Banking PIN, and ABM PIN?
- FirstCaribbean Internet Banking passwords are case sensitive and a minimum of 8, and up to a maximum of 14, alphanumeric characters.
- FirstCaribbean Telephone Banking passwords are numeric and comprise 6 digits.
- FirstCaribbean ABM PINs are numeric and comprise 4 digits.
Personal Identification Numbers (PINs) and passwords for electronic channels, such as Internet Banking, Telephone Banking, and Automatic Bank Machines, should be unique. This means that you should never use any part of one PIN or password as a part of another. You should also keep your PINs and password confidential, and never disclose them to anyone, including family members.
Does changing my FirstCaribbean Internet Banking password have any affect either on my FirstCaribbean Telephone Banking PIN or on my FirstCaribbean ABM PIN?
Any change that you make to your FirstCaribbean Internet Banking password has absolutely no affect on your other PINs, and vice versa.
