Online Banking FAQs

Getting Started

WHY IS FIRST GUARANTY BANK CHANGING MY ONLINE BANKING?

We are upgrading our online banking system as part of our ongoing effort to provide account holders with state-of-the-art banking functionality, convenience, and security. Our new online banking system offers a robust suite of features available on all your devices, and will enable you to bank anytime, anywhere like never before.

WHEN WILL THE UPGRADE TAKE EFFECT? 

The online banking upgrade is scheduled for the night of September 22, 2020. Please note that online and mobile bill pay will be unavailable in the days leading up to the upgrade, during which time your scheduled payments will still be processed, but new payments cannot be scheduled. Online Bill Pay will be unavailable from September 16th - 22nd. You will be able to resume use of these features once you sign in for the first time on September 23rd.

IS THERE ANY ACTION REQUIRED TO START USING THE NEW EXPERIENCE?

Yes, it is important that you either update or validate your contact information before September 18, 2020 to ensure you can access the new system. You can update your contact information any time through your current online banking by clicking on the arrow on the side of your name (top of the page on the menu bar), then click "Change Contact Information." Additionally, you can always give us a call at 888-375-3093 or stop by a branch.

WHEN IS THE LAST DAY TO ENROLL IN ONLINE BANKING?

Beginning September 4, 2020, we will not be accepting any new Online Banking enrollments until after conversion on September 23, 2020. Customers already enrolled will still have regular access during this time. Anyone who is not enrolled in our current Online Banking will be able to do so on September 23, 2020.

WILL I HAVE TO RE-ENROLL FOR ONLINE BANKING? CAN I USE MY CURRENT USER ID/LOGIN ID?

You will not have to re-enroll. You may use current User ID/Login ID- however, it is no longer case sensitive.  Upon initial login, you will be sent an access code to one of the contact numbers or email on file. Once that access code is entered, then you will be prompted to create a password.

IS THERE ANYTHING DIFFERENT ABOUT HOW I LOGIN?

Yes, the new system has an added security feature called a Secure Access Code (SAC), which helps verify your identity when you login. This numerical code is provided to you via text, phone call, or email based on the information in our system.

WHAT IF I DON'T HAVE ACCESS TO THE PHONE OR EMAIL CONTACTS LISTED?

You cannot complete the first-time login or register a computer without access to at least one of the listed contacts. If you need immediate access, please contact us at 888.375.3093. Once we have verified your identity, we can add a new phone number that you can access.

HOW DO I VERIFY MY CURRENT ONLINE BANKING PHONE NUMBER & EMAIL ADDRESS?

You will need to login to Online Banking via desktop (not available on mobile) and at the top menu bar click the drop-down menu by your name > Change Contact Information.

How To

IS THE CODE I RECEIVED BY PHONE, EMAIL OR TEXT MESSAGE MY NEW PASSWORD?

No, it is only a temporary access code. Never enter a secure access code on the login page as a password or as an existing password when instructed to change your password or establish a new password.

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.

WILL THERE BE AN ONLINE RESOURCE FOR HELP?

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

WILL MY ACCESS ACCOUNTS HAVE ANY RESTRICTIONS ON THIS NEW PLATFORM?

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

WILL TELEPHONE BANKING CHANGE?

No, your telephone banking will not be changing and you will not experience any downtime. You will still access telephone banking through the same phone number as before: 1-844-367-6355.


Account Settings

WILL MY SCHEDULED TRANSFERS CONVERT OVER TO THE NEW SYSTEM?

Yes, your scheduled transfers should convert over to the new system; however, we recommend you login to your new online banking and check your transfers to ensure everything came over correctly.

IF I CURRENTLY USES THE EXPENSE CATEGORY TO IDENTIFY MY EXPENSES, WILL THIS TRANSFER OVER TO THE NEW SYSTEM?

These expense categories will not transfer over to the new Online Banking System.  We suggest the you print your current expense categories prior to the Online Banking conversion. This will provide you a good reference when setting up expense categories in the new Online Banking System. 

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.

WILL MY TRANSACTION HISTORY TRANSFER OVER TO THE NEW SYSTEM?

Yes, you should have access to 6 months of transaction history.

WILL MY BILL PAY HISTORY TRANSFER OVER TO THE NEW SYSTEM?

You should have access to 6 months of Bill Pay history.

WILL I HAVE ACCESS TO MY E-STATEMENT HISTORY?

Yes, e-statement history will go back as long as your account has been enrolled in e-statements. You will not have to re-enroll in e-statements.

WILL MY BILL PAY BE AFFECTED?

The last day to pay a bill is September 15th. During this time, your pre-scheduled payments will still be processed. Your established billers and recurring payments will transfer over to the new system, but E-bills will not.  We highly encourage you, however, to make sure you document the biller information and recurring payments so you can verify they are correct in the new system. After conversion, you'll need to review and validate the account being used for Bill Pay. For additional Bill Pay assistance, please call 1-866-716-5024.

NOTE: Initial enrollment for Bill Pay must be completed via a desktop computer.

WILL I NEED TO DOWNLOAD NEW MOBILE APPS?

If you are an Android user, you will need to download the new MyFGB Mobile App from the Google Play store.  If you are an Apple user and have auto update on, your app will automatically update.  If you don’t have auto update on, you will be prompted to update your app. 

Mobile App Changes

WILL MY E-BILLS WITHIN BILL PAY TRANSFER OVER?

Unfortunately, E-bills will not transfer to the new Online Banking. After you login to your new online banking for the first time, you will need to re-enroll your E-bills. To ensure you do not have any interruptions to this service, it is recommended that you cancel your E-bills now and re-enroll on the new platform. 

More About eBills

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 will not be supported by Microsoft Internet Explorer as of October 6, 2020. After this date, bugs specific to IE 11 will no longer be 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 STILL 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.

WILL I STILL BE ABLE TO PROCESS STOP PAYMENTS?

With this new enhanced feature, you will no longer be required to come into a branch to fill out a stop payment form.

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.

WILL FACE ID AND/OR TOUCH ID BE AVAILABLE?

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

WILL MY EXISTING ALERTS BE TRANSFERRED TO THE NEW SYSTEM?

No, your existing alerts will not be transferred to the new system. You can set up alerts for date reminders, posted transaction history, balance notifications, online transactions, and more.

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 1-866-716-5024.

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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