Bill Pay

Are both Online and Mobile Banking required to use BillPay?

No. You can use Online and/or Mobile Banking for BillPay.

Why do I need challenge questions for BillPay??

This is a new security feature.  You’ll be prompted to answer these questions when you add new payees, etc. You can view/change your challenge questions within the “My Account” tab. 

What is the Process Date?

Process date is the date the funds will be deducted from your account if payment/transfer is processed electronically.   

How will my payment be made?

Electronically or Draft Check 

What is a Draft Check?

A check that is created on your behalf with your name and account number.  The payment will not post against your account until the check is received and deposited by the recipient.  

How will I know when the payment will be received?

Once the process date is selected, an estimated delivery date will be displayed. 

Can I set up recurring payments?

Yes, once the payee is established or set up, you can create recurring payments.  These payments can be skipped, edited, or stopped by you. 

Can I setup notifications?

Yes, you can receive notifications by text or email.  These can be managed within the “My Account” tab. 

Can I add other offset accounts such as my savings account?

Yes, you can request the addition of other accounts held at First Citizens within the “My Account” tab.  It may take 1 – 2 days before they are available. 

What is Gift Pay?

Gift Pay allows you to send a gift or donation.  A physical check will be created and mailed on your behalf.  Gifts allow you to select the occasion, select appropriate artwork, and create your own message.  

Additional fees will apply:  

• Gift check $2.99  
• Donation check $1.99  
• Fees will be deducted from your account on the Process Date you select. 

Where do I go to set up a transfer between my account at First Citizens and another Financial Institution?

Under the BillPay tab within Online Banking, click on the Transfer tab. 

What is the Pay a Person option?

This allows you to send money to another person using 3 different options.   

1. EMAIL/TEXT (electronic)-You do not have the banking information for the recipient. They will receive a message allowing them to securely enter their banking information to accept the funds from you.   
2. Direct Deposit (Electronic)-You know the name, phone number, account number, and routing number of the recipient. 
3. Check-You only know the name and address of the recipient.  A check will be mailed.  You should allow 5-7 days to be received. 

Why is it asking me to create a Key Word when I create a “Pay a Person” email payment?

This is a security feature to ensure the transfer is received by the correct person.  The key word is a password you create and provide to the recipient.  When the recipient receives the email with a secure link, they will need to enter the keyword/password to proceed.  They can get locked out after 3 failed attempts.  If this happens, you the subscriber, can unlock them, or the payee can wait 24 hours and it will automatically be unlocked.   

What happens if the recipient doesn’t complete their steps?

The recipient has to complete this process before a payment can be scheduled.  They have 9 days to complete the process. They will receive reminder emails on the 3rd and 6th day.  If they do not complete their setup, they will be automatically deleted, and the subscriber will be notified.