Customer Login

  1. What is Adaptive Authentication?
  2. Why am I being asked a question when I try to log in?
  3. How do you know I am logging in from my own computer?
  4. Can I access my account from multiple computers?
  5. I share my computer with someone who has his own First Citizens Bank Limited, account. Can both of us still log in from this machine?
  6. What is Trojan or Key Logger?
  7. If someone steals my password how would adaptive authentication prevent them from accessing my account?

1. What is Adaptive Authentication?

Adaptive Authentication is an additional layer of security. When you log in to First Citizens Online Banking, you will be prompted to setup your challenge questions. These questions will be utilized to authenticate users.

2. Why am I being asked a question when I try to log in?

When you log in from a new computer, you will be asked a secret question. This is to prevent someone with stolen passwords from logging in to your account. Because only you know the answer to the questions, we will know its really you. Generally you will be asked to answer a secret question only when you log in for the first time from a new computer.
After you answer the question, you will be asked whether this computer should be remembered for future logins. If you are using a personal computer, you should answer yes. If you are using a public terminal, you should answer no.

3. How do you know I am logging in from my own computer?

When you log in for the first time from a new computer, we put a secure (encrypted) cookie on your computer. This cookie contains a randomly generated unique number that identifies your computer. The cookie is visible only to the First Citizens Bank Limited, web site and does not contain any of your personal information. When you log in after that, your web browser sends us this cookie to verify that this is your computer.

4. Can I access my account from multiple computers?

Yes, you can still access your First Citizens Bank Limited, account from any number of computers. If you log in from a new computer or a public terminal, you will just need to take one extra step to answer a secret question. This helps protect you by keeping unauthorized people from accessing your valuable information. There is no limit on how many different computers you can use to log in to your First Citizens Bank Limited, account.

5. I share my computer with someone who has his own First Citizens Bank Limited, account. Can both of us still log in from this machine?

Yes, you can both use the same computer to log in to your individual First Citizens Bank Limited, accounts. There is no limit on how many people can log in to the First Citizens Bank Limited, web site from the same computer.

6. What is Trojan or Key Logger?

Some fraudsters have been adding programs on random computers to harvest your user ID and password information used to log in to web sites. The programs collect this information, secretly transmit it to their own computers, and attempt to log in to your site. These programs are called Trojans (short for Trojan Horse) or Key Loggers (for logging your keystrokes).

Fraudsters are also utilizing fake websites to capture your personal information. Always verify the entire URL before entering your personal information on any website. Should you receive any suspicious links, sites or emails please call 62-FIRST(34778) or email FCB-E-BANK@firstcitizenstt.com or channelsupport@firstcitizenstt.com.

To be safe make sure the lock icon Lock Icon appears next to the browser address and that the address begins with “https”. The “s” indicates that you have a secure connection. First Citizens never uses “http” for any customer interaction.

7. If someone steals my password how would adaptive authentication prevent them from accessing my account?

When someone tries to log in using your stolen user name and password, we will recognize that they are logging in from a different computer, and ask them a secret question. Because only you know the answers to your secret questions, they will not be able to give a correct answer therefore no access would be allowed.

As a good security practice, we strongly recommend that you change passwords regularly, consistently update your antivirus software and be careful when connecting to WiFi networks. Fraudsters are capitalizing on these vulnerabilities to steel users’ online credentials.