Online Banking FAQs

Getting Started

CAN I ADD ANOTHER METHOD TO RECEIVE A SECURE ACCESS CODE?

Yes, once you have successfully logged into the online banking system, you can update your preferred contacts via the Settings > Security Preferences menu.

THE SYSTEM HAS WARNED ME THAT ONE MORE UNSUCCESSFUL LOGIN WILL LOCK MY ACCOUNT. WHAT ARE MY OPTIONS?

If you have unsuccessfully tried to login and have been warned that one more unsuccessful entry will lock your account, you may choose the Forgot Your Password process. That process will enable you to reset your password to something you can remember without the risk of locking your account. If you choose to try to login one more time and fail, you will be required to contact us to unlock your account.

I HAVE BEEN LOCKED OUT OF THE SYSTEM DUE TO ENTERING THE WRONG PASSWORD TOO MANY TIMES. HOW DO I UNLOCK MY ACCOUNT?

If you have locked your account due to several unsuccessful login attempts, for your security, you are required to contact us at 888.375.3093 to unlock your account.

DO I NEED TO REGISTER MY COMPUTER FOR LATER USE?

Each time you login to the system via a new device or browser, you will be required to provide the Secure Access Code sent via your chosen method. If you choose to register your computer, you may not be asked to obtain a Secure Access Code at each login. If you decide not to register the computer, you will be asked to go through the Secure Access Code process each time you login on this computer. You should NOT register a public computer or a computer that others might use outside of your control.

I REGISTERED MY COMPUTER DURING A PREVIOUS LOGIN, BUT THE SYSTEM IS ASKING ME TO REGISTER IT AGAIN. WHY?

There are several reasons this may happen, including:

• Your browser settings are set to delete cookies, or your browser cookie for online banking has been removed since the last time you logged in.

• Your online profile is set to require a secure access code delivery each time you login.

• You are logging in via a different browser on the same registered computer. Each browser (i.e., Chrome/Internet Explorer/Firefox/Safari) must be individually registered.

• We have reset all active registrations on the system for security purposes.

CAN I CHANGE MY LOGIN ID?

Yes, once you have successfully logged into the online banking system, you can update your preferred contacts via the Settings > Security Preferences menu. Under this menu, you can change your login ID, password, or set up additional Security Access Code methods.

IS THERE AN ONLINE RESOURCE FOR HELP?

Yes, there will be a “help” button available for you under the menu.

DOES MY ACCESS ACCOUNT HAVE ANY RESTRICTIONS IN ONLINE BANKING?

 Due to account restrictions, Access accounts will not be able to use Bill Pay.


Account Settings

WILL I BE ABLE TO DO PERSON TO PERSON TRANSFERS? IS THERE A FEE? DO BOTH PARTIES HAVE TO BE FGB CUSTOMERS?

Yes, you will now be able to do person to person transfers using our MultiPay service.  There is no fee for this service and all that is needed is the other parties email address or phone number.  Both parties do not have to be FGB customers.

ARE THERE MINIMUM BROWSER REQUIREMENTS FOR THIS NEW SYSTEM?

For the best experience, we recommend that you use Google Chrome.

Browsers must be HTML5 compatible. We recommend updating your browser to the latest version available. This will allow compatibility with the new online banking experience and ensure your online banking is as secure as possible. Browser versions within the following requirements will provide best functionality:

BrowsersWindowsMac OS X
Google Chrome (Version 85 and previous two versions)RecommendedRecommended
Mozilla Firefox (Version 80 and previous two versions)SupportedSupported
Microsoft Edge (Version 85 and previous version)SupportedUnsupported
Apple Safari (Version 13.0.1 and previous two versions)UnsupportedSupported
Microsoft Internet Explorer 11Limited SupportUnsupported

NOTE: FGB's new online banking system is not be supported by Microsoft Internet Explorer as of October 6, 2020. Bugs specific to IE 11 are longer being fixed and users may be blocked from accessing online banking.

ARE THERE MINIMUM PHONE/TABLET REQUIREMENTS FOR THIS NEW SYSTEM?
Yes, We recommend updating your phone/tablet to the latest operating system available. This will allow compatibility with the new online banking experience and ensure your online banking is as secure as possible. Browser versions within the following requirements will provide best functionality:

  • Android 5.x and later
  • Apple iOS 12.x and later

NOTE: Mobile devices operating on iOS versions 11 and earlier will have limited support.

CAN I ACCESS MY ONLINE BANKING USING MY PHONE/TABLET?

Absolutely. Our new online banking system will provide you the ability to bank anytime, anywhere, from any device—conveniently and securely. You can download the MyFGB app on any Android or Apple device, and it will provide a consistent experience with banking from your desktop. If you are on a platform that isn't Android or Apple, you can always access online banking via your HTML5-compatible mobile browser.

WHAT IS A UNIFIED EXPERIENCE?

A unified experience simply means that the look and feel of your online banking is consistent on all your devices. It is intended to improve your experience by making navigation simple and familiar, regardless of the device.

CAN I MAKE MOBILE DEPOSITS?

Yes. The mobile app allows you to make a mobile deposit by taking photos of the front and back of the check. Once you have the image lined up in the viewer, click the camera icon in the upper right corner to take the photo.

IS THERE AN EASY WAY FOR ME TO INQUIRE ABOUT MY ACCOUNT(S) WITHIN ONLINE BANKING?

Yes, there is an available link for every account called 'Ask a Question" within online banking. Navigate to this link by clicking on the account in question on the Home screen. The link will appear in the Options menu accessed via the 3 vertical dots on the navigation bar under the balances. This will open a secure message for you to ask your question.

CAN I HIDE ACCOUNTS I DO NOT WANT TO SHOW?

Yes, once you have successfully logged into the online banking system, you can update your preferred settings via the Settings > Account Preferences menu. Click on the account you wish to hide and change the Visibility setting.

WHAT IF I HAVE TROUBLE DOWNLOADING STATEMENTS THROUGH THE NEW ONLINE BANKING PLATFORM?

This is a known issue for Chrome and Edge browsers. We recommend the following:

  1. Use a different browser
  2. Point Chrome to use Acrobat for PDF viewing
  3. Instead of downloading, "Print to PDF"

Security & Alerts

WHAT SECURITY FEATURES ARE IN PLACE TO PROTECT MY ACCOUNT ONLINE?

Our service is highly secure, designed to fully safeguard the privacy and security of your financial information. Unlike normal internet communication, all information sent to and from our processing center is encrypted and sent through a secure communications channel. Messages cannot be redirected, read, or tampered with. We also take advantage of the maximum level of security supported by your browser, including 128-bit RC4 encryption.

IS FACE ID AND/OR TOUCH ID BE AVAILABLE?

Yes, Face ID and Touch ID will still be available to you with Online Banking.

HOW WILL I RECEIVE MY ACCOUNT ALERTS?

You can choose to receive alerts by email, phone notification, text, or a secure message notification within Online Banking.

I RECEIVED THIS ALERT WHEN ACCESSING BILL PAY. WHAT DOES IT MEAN?

When utilizing our new Bill Pay, you may encounter this alert. This is NOT an error. It is simply a message alerting you that when Apple rolls out their newest version of Safari, users may experience some issues due to the update. To make this alert go away: you will want to click the checkbox at the bottom left of the screen, “Do not show me again” and then click “Submit”. For additional assistance with Bill Pay, please call 1-281-643-6086.

WILL I BE ABLE TO TEXT TO RECEIVE THE BALANCE ON MY ACCOUNT?

Yes, once you have enrolled your number for the Text Banking feature from within online banking, you will be able to request balances through your mobile device. The new number to text will be: 226563. To get a list of commands text the word LIST to the number above.


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