FAQs

Are you having trouble enrolling in or accessing your First Farmers & Merchants Online Banking? Take a look at the following Frequently Asked Questions and see if they answer your question. If not, please call our Help Desk at 866-733-3444 Monday-Friday 7 a.m.-10 p.m.; Saturday 7 a.m.-5 p.m., excluding holidays, or send us an an email at helpdesk@ffmbank.com.


Mobile Banking Questions

What is Mobile Banking?

Mobile Banking is electronic banking designed to work with mobile devices such as cell phones, smartphones and tablets. 

How is it different than Online Banking?

Online Banking is designed to work with a desktop or laptop PC or Apple. Mobile Banking works well on a mobile phone or tablet device.

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Is Online Banking required to be a Mobile Banking user?

Yes, though the products are very different, they are integrated. You will enroll for Mobile Banking through Online Banking.
  • Text Messaging - Is available for anyone with a cell phone capable of sending and receiving text messages. You can obtain balance and transaction information.
  • Mobile Browser - Is available for anyone with an Internet accessible mobile phone. Once enrolled you will receive a URL link via a text to the mobile version of online banking.
  • App - Is available for anyone with a smartphone. Once enrolled you can download the First Farmers & Merchants app from your bank locations homepage on www.ffmbank.com.

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Is Mobile Banking secure?

Yes. The Mobile Browser option requires a URL unique to each user as well as your Online Banking password; the First Farmers & Merchants App requires you to login with your Online Banking Username the first time you use it, but will always require you to use your Online Banking password each time you login to the app. All options require enrollment through Online Banking and are tied to your mobile phone number.

Is there a fee for Mobile Banking?

No. Mobile Banking is a free service but message and data rates from your mobile provider may apply.

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Does Mobile Banking allow me to do everything I can do with Online Banking?

Mobile Banking incorporates the most frequently used functions including balance inquiry, transaction history, express transfer, Mobile Deposit and Bill Pay . Certain functions including image retrieval, scheduled transfers or setting up new Bill Pay payees will need to be done through Online Banking on a PC.

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Will Mobile Banking work with most types of mobile devices?

Most of the Mobile Banking options will work with any mobile device. Only a smartphone will work with all three Mobile Banking options.

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Will Mobile Banking work on tablets?

Yes it does. There is a separate First Farmers & Merchants Mobile App for Tablet that will also have to be downloaded and installed on your tablet device. Visit www.ffmbank.com on your bank locations homepage to download the correct app for your tablet device or visit your mobile device app store.

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Will Mobile Banking tell me where the closest ATM or bank branch is?

Yes. There is an option to find and ATM/Branch on the mobile app. If you would like to find a surcharge free ATM, please download the " Money Pass ATM Locator " app to your Smartphone from your app store. If you are using a basic phone you may visit www.moneypass.com/atm-locator.html.

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How do I enroll?

You will be prompted to enroll when you log in to Online Banking. If you choose "Decline" or "Ask Me Later" you can enroll by going to the "Preferences" link and choose "Enroll" under the Mobile Banking Profile section.

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How do I make a change to my Mobile Banking options?

You will log into Online Banking from a desktop or laptop PC and go to the "Preferences" link and click on "Manage Devices" under the Mobile Banking Profile section. There are several options available for Mobile Banking including adding a phone; having the mobile browser link resent to you via text; register for additional Mobile Banking options.

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Who do I contact for assistance?

Our Help Desk staff would be happy to answer any of your questions. They are available from 7:00 am to 10:00 pm Monday through Friday; 7:00 am – 5:00 pm on Saturday, excluding holidays, at 866-733-3444 or you can email the staff at helpdesk@ffmbank.com.

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General Online Banking Questions

What is Online Banking?

Online Banking provides access to your account information at First Farmers & Merchants Bank anytime, anywhere you have access to a personal computer, laptop, internet or even a mobile device. Online Banking is available 24 hours a day, seven days a week.

How do I enroll for Online Banking?

Anyone with an account at First Farmers & Merchants Bank may enroll for Online Banking. Simply select the "Enroll" link from the top of this page. Select "Personal Use," select the bank where you opened your account and then complete the first time user information and click submit. You will be prompted to set up your Username and password. Next you will establish Enhanced Security for Multi-factor authentication which is in the form of three challenge questions that will be used to identify you on your computer. After you agree to the Terms and Conditions of Online Banking, you will be able to view your accounts online. You will receive an electronic banking disclosure via mail approximately one week after enrolling.

Is there a charge for Online Banking?

No. Online Banking is FREE. You may incur text or data charges from your mobile provider. If you choose to use the Bill Payment feature, there would be a charge for those transactions. Visit the Bill Pay page for more information.

My e-mail address has changed from when I enrolled, how can I change it?

You may change your e-mail address at any time by clicking "Preferences" at the top of the Online Banking screen.

Do I have other options regarding the layout of my Online Banking screen?

Yes. Once you have logged onto Online Banking you may change your "Theme" by clicking the "Preferences" link at the top of your screen. There are several options available and they can be changed at any time.

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Signing into Online Banking

I am having problems logging on the first time, what could be wrong?

Make sure you are using the Username and Password that you chose initially. Usernames and Passwords are case sensitive, so if the Username you chose is in capital letters, you need to use capital letters to log in as well. If you still cannot get logged on, call the Help Desk at 866-733-3444.

What are the Username and Password requirements?

A Username must be at least 6 characters. The characters may be letters or numbers or a combination. Letters may be upper or lower case, however Usernames are case sensitive, so remember exactly how you typed it upon setting it up. Passwords must be 12-17 characters and must contain at least one upper case letter, one lower case letter, one special character and one number. 

What is Enhanced Security?

Enhanced Security is a multi-layered authentication method of protecting your identity. After the initial enrollment login process, your login credentials will go through an access process that begins when you type in your correct Username and Password. The next step is checking the device you are using. If the system does not recognize the device, you may be asked to complete a Security Challenge question to ensure your identity. There is also a geographical indicator. If you are trying to log in from a new location, you may be asked an additional question. Before entering your password or Security Challenge, check your browser's address bar and make sure that it is green; this means that you are connected to a safe server. If it is not green, stop your login process and contact the Help Desk immediately at 866-733-3444.

What should I consider a personal or public computer?

A public computer is a computer you do not normally use and is frequented by other people such as an internet cafe, library, etc. A personal computer would be your home computer or even a work computer if it is not shared with other people on a regular basis.

How many computers may I register as a personal computer?

You may register up to 99 personal computers.

I have registered my computer as a personal computer; however each time I log in, I am prompted to answer a challenge question. Why is this happening?

If your browser cookies have been deleted, our system can no longer recognize your computer as a registered computer. Some browsers such as Firefox, delete cookies automatically upon exiting. This is a setting that can be changed. If you need assistance in doing so, please contact the Help Desk at 866-733-3444.

What if I forget my Username or Password?

If you forget your Username or Password, call the Help Desk at 866-733-3444 to have it reset. The Help Desk is available Monday-Friday 7 a.m.-10 p.m. and Saturday 7 a.m.-5 p.m., excluding holidays. If you are calling outside of the regular Help Desk hours, we encourage you to leave a message including the location of your bank and daytime phone number. Someone will return your call on the next business day.

Do Passwords ever expire?

No. Passwords will not expire though it is highly recommended that you change them periodically. After you change the system produced Password the first time you log on, you will not be required to change your Password until you choose to do so. The only exception to this rule is for e-Corp Business customers that need to change their Password every 90 days.

Can I change my Username?

You may call the Help Desk at 866-733-3444 to change your Username.

Can I change my Password?

Yes. You may change your Password online at any time by selecting "Preferences" from the Online Banking screen and then selecting "Change Password."

What happens if I don't log off the system?

Once you have logged onto Online Banking, you have begun an "active session." If you walk away during the course of an active session, someone else can use your computer to perform transactions involving your accounts. It is similar to walking away from an ATM machine while your card is still in the machine. For your security, Online Banking will automatically end your active session if there is not activity on your computer for 20 minutes. However, to eliminate any exposure, it is always better for you to end the active session by selecting "Log Off" when you are finished or close your browser window.

When I attempt to log on to Online Banking, I receive an error message that says "Log In Information may Be Missing Or Invalid." What should I do?

The system is not recognizing your Username or Password. Please verify you are using the correct Username and Password and try to log on again. Remember that Usernames and Passwords are case sensitive.

When I attempt to log on to Online Banking, I receive an error message that says "You have exceeded your attempts at a public computer." What should I do?

This indicates that your challenge questions for Enhanced Security have been answered incorrectly two times or more. You will need to contact the Help Desk at 866-733-3444 to have your Enhanced Security reset.

When I attempt to log on to Online Banking, I receive an error message that says "Your Account Has Been Disabled." What should I do?

For security reasons, your account will be locked for a period of 60 minutes after entering an incorrect Password three consecutive times. If after 60 minutes you enter an incorrect Password again three consecutive times, your account will be locked or disabled until the bank resets it. Call the Help Desk at 866-733-3444 and request your account be reset.

When I attempt to log on to Online Banking, I receive an error message that says "No Communication Established With the Enterprise Server." What does this mean?

If you receive this error, it means that our Online Banking system at First Farmers & Merchants is experiencing technical problems. We will work to resolve any technical problems as soon as they are identified. We appreciate your patience as we work at resolving these issues.

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Browser Questions

Will any browser work for Online Banking? 

Online Banking is compatible with the following browsers:

Browser

PC

MAC (OS v10.5 or higher)

 VersionVersion
Internet Explorer
Microsoft Edge
9.0 or higher

n/a
n/a
Google Chrome38.0 or higher38.0 or higher
Firefox27 or higher27 or higher
Opera11.0 or higher11.0 or higher

Safari

5.0 or higher

5.0 or higher

Can I use the back and forward arrows on my browser?

Yes. You may use the "Back" and "Forward" arrows found on most browsers if you are on are a registered computer. If you are on a public computer, you must us the navigation buttons within Online Banking.

How do I know if my banking session is encrypted?

You can tell you are in a secure site and your information is being encrypted if you see a closed paddle lock in your browser window. If the paddle lock is locked, you are in a secure site. If it is not, you are not in a secure website.

First Farmers & Merchants also takes advantage of the Extended Validation technology available in high security browsers such as Internet Explorer browser version 8.0 and higher and Firefox version 3.5 and higher. VeriSign's Extended Validation Digital Certificate triggers high security browsers to display a green address bar along with the authenticated name of the organization that owns the certificate and the certificate authority that issued it. This allows users to easily know they are at a secure site.

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Security Questions

What is the bank doing to keep my account information safe and secure?

First Farmers & Merchants has worked to create the safest possible online environment for our customers and employees. We have addressed several areas of security including:

  1. Internal Systems--We have selected the hardware and software that is considered the most secure solution on the market by independent examiners. This solution creates an invisible wall, known as a firewall, between our systems and the outside world. Next, we have hired a highly certified company to remotely monitor the firewall 7 days a week, 24 hours a day, 365 days a year. At any sign of 'hacking', necessary steps are followed to ensure the safety of our systems, even it if means shutting down the firewall, thus preventing everyone from entering. All components are kept up to date in this fast paced world of technology changes.
  2. Keep data safe as it crosses over the Internet--The next step in security is keeping the data secure as it travels from our system to your computer and back. To do this, we've installed a VeriSign Digital ID Certificate. With this electronic certificate, the user and server are automatically in a secured session once the user has logged on. Data traveling between the user and server is encrypted. When an encrypted message is sent, the sending and receiving computers each generate a code based on the message content. If even a single character in the message content is altered in route, the receiving computer will generate a different code, and then alert the recipient that the message is not legitimate. We are using 256-bit SSL encryption to keep all of the traffic secure.
  3. Educating Customers--Our staff has been trained to educate customers on the importance of keeping pertinent account and personal information private. You should NEVER give your account number to a source you do not know. You should NEVER give your passwords to anyone.

What is encryption?

The translation of data into secret code. Encryption is the most effective way to achieve data security. To read an encrypted file, you must have access to a secret key or password that enables you to decrypt it.

What can I do to protect my accounts and personal information?

First Farmers & Merchants takes numerous steps to keep you accounts and personal information secure, but you also must maintain the security of your own banking information. Here is what you can do:

  1. Memorize your Online Banking Username and Password.
  2. Remember to Log Off or close out of the browser window, especially when you are on a public computer.
  3. Keep your computer safe. Do not click on links or attachments created from sources that are not trusted. This will help prevent malware including keyloggers from infecting your computer.

If you feel your computer has been infected, do not log on to Online Banking until you have had a professional determine it is safe to use.

What should I do if I feel my my Username or Password may have been compromised?

If you feel your Username has been compromised, immediately call our Help Desk at 866-733-3444 to have it changed. If you feel your Password has been compromised, log on immediately and change it online or you may call the Help Desk to have a bank representative reset it for you.

Why is it important to select "Log Off" when I finish using Online Banking or when I walk away from my computer?

Once you have logged on to Online Banking, you have begun an "active session." If you walk away during the course of an active session, someone else can use your computer to perform transactions involving your accounts. It is similar to walking away from an ATM machine while your card is still in the machine. For your security, Online Banking will automatically end your active session if there is not activity on your computer for 20 minutes. However, to eliminate any exposure, it is always better for you to end the active session by selecting "Log Off" when you are finished or close your browser window.

Security concerns me, what are my rights if an unauthorized person would access my account?

Federal regulations protect you from unauthorized electronic transactions. These regulations not only protect you when you are in Online Banking, but when you are using credit cards, ATM cards, telephone banking, and ACH. In most cases, you will not be responsible for unauthorized activity on your account. To find out more details about your rights and responsibilities contact your local bank representative.

I enrolled using my spouse's name and social security number. Our accounts are joint, why won't the Help Desk reset the log in codes for me?

Online Banking allows logged in users to see account information for every account that user's name is connected to. Not all accounts for all married couples are joint. Even if they are all joint today, that does not mean that one of the spouses may open an individual account tomorrow. Banks are under very strict regulations regarding privacy. If a spouse would walk into the bank and ask for account information on an individual account of the other spouse, the bank is not allowed to provide that information. For that very reason, Online Banking accounts will not be reset for anyone other than the owner of the social security number of which the account is enrolled. It is recommended that all customers enroll themselves using their own name and social security number.

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Transfer Questions

What type of accounts can I transfer funds between?

You may transfer funds between any accounts in which you are an owner on both accounts. You may not advance funds from an operating loan or line of credit unless the line of credit is a Ready Check or Home Equity Loan.

How do I transfer funds?

You may easily transfer funds between accounts by selecting "Express Transfer" or "Transfer" within Online Banking.

When will my transfer take place?

A transfer request made before 3:00 p.m. CST on any business day will be made that day. Transfers made after 3:00 p.m. CST will happen on the following business day.

Are there limits on the number of transfers I can make?

The system will allow you to make as many transfers as you like. However, government regulations do not allow more than six electronic withdrawals (including transfers) from a savings account per month. If you exceed this number you will be notified by mail.

When I make a transfer, can I see it immediately on my account statement?

If a transfer is made in the "Express Transfer" area, you can immediately see the transfer in the "Current Day" area of the transaction menu (checking and savings accounts only.) If a transfer is made in the "Transfers" area, you will be able to see the transfer in the "Current Statement" on the following business day (for transfers made before the business day's cutoff time.)

Can a transfer be established to occur in the future or on a recurring basis?

Yes, a transfer can be setup to occur on a future date. Transfers can also be set up to recur automatically either weekly, monthly, bi-monthly, quarterly, semi-annually, annually, or on demand.

Can a transfer be edited or deleted?

A transfer made through "Express Transfer" cannot be edited or deleted. To avoid this type of transfer, you would need to do another transfer opposite of the first.

A transfer made through the "Transfer" option can be edited or deleted if it has not happened yet. Edits and deletions can be made by selecting the "Transfer List" from the

"Transfer button drop down box.

If a recurring transfer falls on a weekend or holiday, when will the transfer occur?

On the business day following the holiday or weekend.

Can I transfer funds into another person's account from my account?

You may electronically transfer funds into another person's account if you are an owner on both accounts. This is for security reasons. However, if you are not an owner on the other person's account, you may use the Bill Pay feature to send money to this person. This would result in a check being mailed directly to them. You may also come into the bank to deposit funds in another account holder's account. The other option is using the Popmoney. Popmoney is a product in which an email alert or text message is sent to the recipient notifying them that money is available to them from you. They have to login and create an account, but then the money will be directly deposited into their account. A small fee is charged for Popmoney.

I have an account at another bank, can I transfer funds to that account?

No. With Online Banking you may only transfer funds between your accounts at First Farmers & Merchants Bank. However, you could use the Bill Pay or Popmoney to send funds from your account at First Farmers & Merchants Bank to your account at another bank. By using the Bill Pay method a paper check would be mailed by us to your other bank for them to deposit directly into your account. This could take 5-7 business days. Popmoney does have a small fee involved, however, the transaction takes place within one business day of the transfer.

e-Corp, the business online banking service, allows electronic transfers to accounts outside of First Farmers & Merchants Bank. If you have a need for this service you may enroll for e-Corp by completing an e-Corp Application here. There may be a fee for this service.

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Account Questions

Which types of accounts can I access using Online Banking?

You will be able to access any checking, savings, certificate of deposit, loan (including Ready Check and Home Equity) and Safe Deposit Box account of which you are an owner.

Why don't I see all of my accounts listed?

Only accounts in which you are an owner of are visible when you log on to Online Banking. If you are an owner on another account that you do not see in your account list when you log on, please contact the Help Desk at 866-733-3444.

How can I distinguish between accounts?

You may assign "nicknames" to your accounts by selecting "Change Nicknames" from the "Preferences" menu.

Is it possible to make a certain account unavailable in Online Banking?

Yes, it is possible to completely restrict an account from electronic banking or to make it "inquiry only." If this is done, it will not be accessible by any owner of that account in Online Banking. An example of when a customer may want to do this is for custodial accounts in which the parent does not want the minor to be able to access through electronic banking. To discuss this option, please call the Help Desk at 866-733-3444.

Can I open an account online?

Currently we do not offer online account opening. You are able to download an Account Application so you can complete it and bring it in to open account. It saves you time and it also let's you know what type of identification or documentation you need with you at account opening.

For a deposit account, what is "Current Balance?"

Your current balance is your current principle balance. To find interest information, you would need to select the account from the "Accounts" page.

Can I search for a specific transaction?

Yes, you may search for a certain transaction by selecting "Transaction Menu" from the "Transaction" button. You can search by date, type, check number, etc.

What period is covered by "Previous Statement" in Transaction History?

When your statement is 'cut', the transactions stay on our current system for 30 days before automatically being moved to permanent storage. (See viewing statements)

What period is covered by the "Current Business Day" in Transaction History?

"Current Business Day" lists all transactions that are being memo-posted today which refers to any transactions that we have received so far today. There could still be checks coming in that will not post until the nightly update. "Current Business Day" is most helpful in seeing automatic debits and credits that are posting to your account today.

What period is covered by the "All Transactions" in Transaction History?

All transactions going back a minimum of 18 months will be displayed.

What does it mean when there is an asterisk (*) in front of a transaction?

Any transaction with an asterisk in front of it indicates it is being deducted (or added if it is a deposit) to your available balance but has yet to post to your account. Some examples could be electronic ACH items that are coming in today; or a debit card purchase. Debit card purchases will remain this way until the merchant sends the completion through at which time the transaction will actually post to your account. There are instances when these transactions never post, such as an error at the time of purchase, etc.

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Viewing Statements & Images

Can I view previous statements?

Yes, you may view statements up to 18 months.

Will my images be included with my monthly e-Statement(s)?

Yes. Images are included with e-Statements it is an exact replica of your printed statement.

My e-Statement is taking too long to open is there anything I can do to make it faster?

Yes. Instead of clicking on the link to open it, right-click and choose "Save Target As": to save the .PDF file locally on your hard drive. When it is completed saving, browse to the location on your local hard drive and open your statement from there. When saving the statement, you may change the name of the file if you would like for easier reference (ex. Year, Month, Day)

What is the recommended method for permanent storage of e-Statements?

This is a personal preference. Some choose to print them and save the paper copy. Others create a folder on their local computer and save them to that folder. If using this method, it is recommended users periodically save the folder of statements to a thumb drive or CD for permanent storage.

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Stop Payment Questions

Can I issue a stop payment on a check online?

No. You must contact your local bank to issue a stop payment. However you may review stop payments that you have previously placed on your account.

How can I cancel a stop payment?

You may cancel a stop payment order by contacting your local bank.

Can I see a list of all my stop payments?

Yes. You may view a summary list of your Stop Payment items by selecting "Summary" from the "Stop Payment" drop down box.

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Loan Advance & Payment Questions

Can I make an advance on my line of credit?

You may advance funds from a Ready Check Overdraft Protection account or a Home Equity account. For all other advances, you would need to contact your local bank.

Can I make a regular loan payment?

Yes. You may make payments to any loan you have with First Farmers & Merchants. This can be done by simply using the "Express Transfer" or "Transfer" buttons.

Can I make principal-only loan payments?

Yes. By selecting the "Express Transfer" or "Transfer" button and either doing a one-time or scheduled transfer. During setup select "Principal Only" from the "Payment Type" drop down box.

Can I set up a recurring loan payment?

Yes. Select "New Scheduled Transfer" from the "Transfer" button.

What do I do with my payment coupon if I am making my loan payment through Online Banking?

You may discard your payment coupon(s) if you are utilizing Online Banking to make your payments.

When making a loan payment, is it better to do it by Transfer or Bill Pay?

If you are making a loan payment you have with First Farmers & Merchants, you should do it as a transfer. This will give you immediate credit and will result in less paperwork. You can also make a payment to a loan owned by another bank by using Bill Pay or Popmoney.

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Bill Payment Questions

How do I enroll for Bill Pay?

The Bill Pay option is available to all Online Banking users. The first time you click on this button, you are automatically enrolled.

What accounts can I use to pay my bills?

You may use any checking account that you are an owner of to pay your bills. If you would like to use an account that is not listed, please call the Help Desk at 866-733-3444 and they will be happy to add this service for you.

What bills can I pay?

You can use Bill Pay to pay anyone you choose. It does not have to be a company.

How long does it take for the payment to be made?

Since some payments will be electronic and some via paper check, it will depend. There are several merchants which you can make same day payments! When choosing the date for payment, a calendar will pop up. The bold dates are the dates available for payment, with the first bold date being the earliest date.

When and how does the money to pay the bills come out of my account?

The amount of the payment will be deducted from your account on the date you choose the payment to be made. If the payment is electronic, it will come out of your account as an electronic ACH item. If it is a paper check, it will most likely clear your account as any other check you write except the check number will begin with 99xxx.

How do I set up payees and make Bill Payments?

You can click on the "Add a Bill" tab to set up your payee(s). This step will only need to be done once. It is extremely important if you are paying a company, such as a credit card or utility company, that you be sure to include the FULL account number you have for that payee. Electronic payments are the quickest and most secure method of payment however, payments cannot be made electronically if this information is missing.

What if I don't have an account number for the payee that I am setting up? What do I enter in the account number field?

You can leave it blank if you do not have one or enter "none." You may also just enter your name. If you do have an account number, it is very important to enter it to ensure proper credit by the vendor. The account number field can hold up to 32 characters.

What are electronic bills or e-bills?

An electronic bill, offered by some companies, enables you to have your bill automatically sent to your bill pay account which will default in the amount and date due which saves you time.

If I have any questions when using Bill Pay, who should I call?

There is a special number to call if you need assistance with Bill Pay. First Farmers & Merchants has partnered with CheckFree to provide you with the best Bill Pay service available. The CheckFree experts are dedicated to helping you with your questions and are available from 6 a.m.-midnight, 365 days a year by calling 866-886-8248. You may also call the First Farmers & Merchants Help Desk at 866-733-3444, however we do not have the same level of expertise or ability to research transactions as effectively and efficiently as CheckFree.

How will my payment coupon that came with my bill get to the payee?

It doesn't. Your name and the information you provided at the time the payee was set up (such as account number) will be included with the payment. This is sufficient information for proper posting of your payment.

What happens to payments with incomplete or inaccurate information?

Depending on the nature of the missing information, it may result in the delay of you receiving credit on your account. Generally, the payee will contact you or the bank if they have a question on the payment.

What is the cutoff time for Bill Pay?

3:00 p.m. CST

How do I know if a payment was sent?

For payments which are made electronically, you will see the debit to your account with a description of the payee on the date of payment. Example "Payment to Discover Card." For payments made by paper check, a check beginning with check number 99xxx will clear your account on or near your requested date for payment.

Can I cancel payments?

You may cancel a payment that has not already been made. You can do this by choosing "Cancel" next to the payment you want to cancel. On the next page that opens, click "Cancel Payment" and then "Finished."

How much will Bill Pay cost?

Bill Pay service is FREE for First Value Account customers. Other accounts may try the service for free for three months. After the free promotional period, unlimited Bill Pay is $4.95 per month. Please note that each customer is charged for this service. For example, if a husband and wife each log on to Online Banking with different Usernames and both use Bill Pay, this would result in a charge for each.

Will a payment be issued if funds are not available?

Yes. The payment will be issued to the payee, however NSF charges may apply and your payment may be returned if funds are not available. If the payment was a paper check, the return would go back to the merchant in which you were paying. If the payment was an electronic ACH payment, the return will go back to CheckFree and they will contact you directly.

When is the last opportunity to change or cancel a bill payment?

This will depend on the payment. Call the CheckFree Help Line at 866-886-8248 if you are unsure if a payment can be changed or canceled.

What about payment dates that fall on a weekend or holiday?

The payment will be made the following business day.

What are my bill payment responsibilities?

Your Bill Pay responsibilities and the responsibilities of the bank are outlined in the Bill Payment Agreement you received in the mail at the time of enrollment. You may review this again by clicking on the "Terms & Agreements" link a the bottom of the Bill Pay window.

Can Bill Pay be turned off so it is not accessible through my Online Bank account?

Yes. You may request the Bill Payment option be removed from your Online Banking account by calling the Help Desk at 866-733-3444 or "Contact Us".

How do I cancel my Bill Pay service if I no longer want to use online Bill Pay?

Log in to your Bill Pay account through Online Banking. Next, click on the "View Profile" tab, choose "Cancel Service" radio button, then click on "Cancel Service" to complete your cancellation.

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Export to Financial Programs

Can I export my financial information to a financial program?

Yes. Online Banking does allow you to export information to finance programs like Quicken, QuickBooks, or any spreadsheet program such as Microsoft Excel.

Where do I start?

  1. Open your finance program
  2. Login to Online Banking
  3. Select the account you want to work with
  4. Select "Transactions Menu" from the "Transactions" button
  5. From the "Transaction Menu" you can select what data you want to export. There are many choices such as all day, previous day, only checks, or input a date range.
  6. Select the type of program you are exporting to from the drop down box in "Export Format" field
  7. Click "Export" this will export the transactions into your Quicken or QuickBooks program. For .CSV format, this step will create a file and save it on your computer.
  8. Open your financial program and import the file you saved. Quicken and QuickBooks version 2010 and newer will import automatically. Each program varies slightly.

Must I import all data or can I select certain data?

You can select certain data. Your choices include current cycle, previous cycle, previous day, checks, deposits, or you may put in a range of dates.

When I am in my Quicken or QuickBooks program, I am trying to locate First Farmers & Merchants Bank to import the information directly from my financial program. Why am I having difficulty?

There could be several reasons. Please contact the Help Desk at 866-733-3444 for additional assistance.

If I need additional help, where can I get it?

If you have questions specifically regarding your financial software program, you may want to call the Customer Support for your software.

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Common Error Messages

"Your Account Has Been Disabled"

For security reasons, your account will be locked for a period of 60 minutes after entering an incorrect password three consecutive times. If after 60 minutes, you enter an incorrect password again three consecutive times, your account will be locked or disabled until the bank resets it. Please call the Help Desk at 866-733-3444 and request your account be reset.

"No Communication Established with the Enterprise Server"

If you receive this error, it means our Online Banking system is experiencing technical problems. We will work to resolve any technical problems as soon as possible. Please try again at a later time.

"A Security Error Has Occurred--Online Session Has Expired"

An online session will expire after 20 minutes of non-use. If this error is occurring otherwise, it means you have double clicked or used the 'Back' or 'Forward' buttons on your browser on a public computer. All hyperlinks within Online Banking require only a single click of your mouse.

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Contacting First Farmers & Merchants Bank

Help Desk Department

First Farmers & Merchants Bank offers a Toll-Free Help Desk Department for your convenience that is answered by a real live person! You may call 866-733-3444 for help or questions regarding any of our electronic products, services or website. The Help Desk is staffed from 7:00 a.m.-10:00 p.m. Monday-Friday and 7:00 a.m.-5 p.m. on Saturdays, excluding holidays. If you are calling after hours, you may leave a message including the location of your bank and daytime phone number and a representative will contact you the next business day. If you have an inquiry that does not require immediate assistance, you are also welcome to email the Help Desk at helpdesk@ffmbank.com.

Secure Contact Us Form

Please use the "Contact Us" form to communicate with us. You can expect a response by the end of the following business day. If there is a specific bank employee that you would like to contact, please put their name in the message box and it will be directed accordingly.

Secure File Transfer/LeapFile

If you would like to upload a file containing sensitive information to a bank employee, please click on "Upload Secure Documents". You will need the employee's email address to do so. Please call the Help Desk at 866-733-3444 for assistance.

Other

You may contact your local bank directly. For a listing of bank hours and local phone numbers, click on "Locations & Hours".

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