Topics:


General

1. What can I do with First American International Bank’s (“FAIB”) Mobile Banking service (“FAIB
Mobile Banking”)?

FAIB Mobile Banking gives you three ways to bank on a mobile device:

  • Mobile Browser Banking, which allows you to view account balances1, view account activity, pay bills, make transfers and more.
  • Text Banking, which allows you to quickly request and receive basic account information and ATM/Branch locations via text message.
  • Mobile Banking App (“FAIB Mobile”), which provides the same features as your mobile browser, plus allows you to deposit checks, view your account balance1 without signing in and get GPS-powered ATM and Branch location information.


2. Is FAIB Mobile Banking secure?

Yes. To ensure the safety and privacy of your account information, we have multiple security features incorporated into each way to bank, such as:

Mobile Browser Banking and Mobile Banking App

  • Encryption of all transactions
  • Every interaction must be authenticated by you
  • No personal or financial information being stored on your phone or tablet

Text Banking

  • You are not required to send any of your personal information
  • Text messages will never contain confidential information about you or your accounts.
  • No account numbers are displayed, the nicknames you set for your accounts is all that displays


3. Do I have to pay to use the service?

There are no fees to use or access faib.com, our mobile apps or Text Banking. However, your wireless provider may assess carrier and web access charges. Please check with your wireless provider for any potential charges.


4. What carriers does FAIB Mobile Banking service support?

FAIB Mobile supports most wireless carriers in the U.S including:

  • AT&T®
  • Verizon®
  • Sprint®
  • T-Mobile®

If you would like to verify if FAIB Mobile Banking supports a specific carrier not listed above, please call us at 1-855-678-3242 or write to us at www.faib.com using the Contact us tab.


5. How can I enroll in FAIB’s Mobile Banking service?

In order for you to enroll in Mobile Banking you must have an active Online Banking profile. You can self enroll for Online Banking by going to www.faib.com and signing up for Personal Online Banking.

To enroll in FAIB Mobile Banking you can directly go to the app store of your smartphone or tablet (iPhone/iPad/Android Phone/Android Tablet), download the FAIB Mobile app and log in with your online banking credentials; then review and accept the Terms and Conditions for Mobile Banking. This completes the enrollment of Mobile Banking for your device.

You can also enroll in Mobile Banking via Online Banking. To do so, follow the below steps:

  1. Sign in to Online Banking.
  2. From the Main page, click the My Profile tab. The My Profile page appears.
  3. In the Mobile Banking Profile section, click Enroll Now.
  4. Review and accept the Terms and Conditions for Mobile Banking.
  5. Follow the steps presented to you on the next pages to complete enrollment.


6. What should I do if I lose my device?

If your smartphone or tablet is lost or stolen, it's unlikely that someone could access your banking account information unless they also know your password and user name. To prevent unauthorized access to your account, you can:

  • Deactivate your phone by logging into your FAIB Online Banking account
  • Click on the Mobile Banking Profile section and select the Manage Devices option.
  • You can then deactivate the mobile device from accessing the service.

However, if you need assistance in the process, you can contact First American International Bank by calling 1-855-678-3242.


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Mobile Browser Banking

1. What is Mobile Browser Banking?

Mobile Browser Banking uses the wireless internet browser on a mobile device to enable you to perform transactions, make payments and more.


2. What can I do with Mobile Browser Banking?

  • View account balances 1 and transaction history
  • Pay bills
  • Edit bill payments
  • Transfer funds between your FAIB accounts
  • Pay people via Popmoney®
  • View ATM and branch locations


3. How do I enroll in Mobile Browser Banking?

When enrolling in Mobile Banking through your Online Banking account, on the Other Services section select Mobile Browser (I’d like to receive a link to browser banking) and select Continue. Enter your mobile phone number in the next page and click Continue. You will receive an activation code on your phone which you will enter in the Enter Activation Code window and click Activate. You will than get an Activation Successful page which is your confirmation of enrollment. You will then receive a text message on your phone with a link to access Mobile Browser Banking. Click on the link and bookmark it for future use.


4. What if I did not sign up for Mobile Browser Banking when I enrolled in Mobile Banking?

In order to add the service later go to the My Profile page of your Online Banking account, click on the Manage Devices button listed under the Mobile Banking Profile. Click the Add New Device button located on the bottom left corner of the My Devices page and follow the steps listed under question 3 above.


5. If I change devices can I still use the Mobile Browser Banking?

Yes, you can use the service by adding the new device to your Mobile Banking services.

  1. Go to your Online Banking account, on the Other Services section
  2. Select Mobile Browser (I’d like to receive a link to browser banking) and select Continue.
  3. Enter your mobile phone number in the next page and click Continue. You will receive an activation code on your phone which you will enter in the Enter Activation Code window and click Activate.
  4. You will than get an Activation Successful page which is your confirmation of enrollment. You will then receive a text message on your phone with a link to access Mobile Browser Banking. Click on the link and bookmark it for future use.

6. I am using the same device but, I have a new phone number. What should I do?

In order to change the phone number, go to the My Profile page of your online banking account, click on the Manage Devices button listed under the Mobile Banking Profile. Under the My Devices page locate the phone number you would like to change. Click on the dropdown options listed on the right of that phone number and select Change my phone number and click Go. Follow the steps listed on question 3 to complete enrollment of the new phone number.


7. How do I stop using the Mobile Browser Banking on my current device?

In order to stop using the service, go to the My Profile page of your online banking account, click on the Manage Devices button listed under the Mobile Banking Profile. Select Stop using this device for Mobile Banking from the dropdown list next to the phone number you would like to stop using. Click Yes on the next screen to confirm your choice.

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Text Banking

1. What can I do with Text Banking?

  • Receive account balance 1 information
  • Get detailed transaction history
  • Find an ATM or Branch near you
  • Get FAIB’s contact information

2. What are the Text Banking commands?

Info
Commands
Functions
BAL Receive the balance for all accounts
you have access to in Mobile Banking
HIST + account nickname
(Example: HIST + SAV1)
Get account transaction history
ATM + Street or Zip Code Get ATM locations near you
BRANCH + Street or Zip Code Get Branch locations near you
BOTH + Street or Zip Code Get ATM and Branch locations near you
HELP Get information about the Text Banking keywords
and FAIB contact
STOP To stop receiving Text Banking alerts


3. Are Text Banking commands case-sensitive?

No, commands can be sent in lowercase (bal), all capital letters (BAL) or a mix of both (Bal).


4. How do I enroll in Text Banking?

When enrolling for Mobile Banking through your Online Banking account, on the Other Services section select Text Messaging (I’d like to use Text Banking services) and select Continue. Enter your mobile phone number in the next page and click Continue. You will receive an activation code on your phone which you will enter in the Enter Activation Code window and click Activate. You will than get an Activation Successful page which is your confirmation of enrollment. You will also receive a text message on your phone from our short code 99588 with texting commands. Your carrier’s plan must support text messaging and short codes.


5. How can I set up Account Nicknames?

You will be prompted to set up account nicknames when you initially sign up for Mobile Banking but if you do not select specific nicknames the system will automatically set up nicknames for you. To set up your account nicknames or edit them go to the My Profile page of your Online Banking account, click on the Manage Devices button listed under the Mobile Banking Profile section and make the changes necessary under the My Accounts tab. When you have finished editing the account nicknames click Update Accounts.


6. What is the phone number FAIB uses to send the text messages from?

The dedicated short code that FAIB uses for Text Banking is 99588. You must be enrolled for Text Banking to start sending and receiving messages to this code. FAIB does not charge a fee for the service but your wireless carrier might assess fees.

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Mobile Banking APP

1. What apps does FAIB offer?

FAIB has custom apps for iPhone, iPad and Android phones and tablets. Look for FAIB Mobile in the Apple App Store and Google Play Store.


2. What can I do with the Mobile Banking App?

  • View account balances1 and transaction history
  • Transfer funds
  • Pay bills
  • Find an ATM or Branch near you
  • Make a check deposit
  • Send and receive money with Popmoney®
  • View your account balances1 without signing in, via Instant Balance


3. How do I enroll in the Mobile Banking App?

There are two options:

  1. Via Online Banking. When prompted to enroll at Online Banking sign in, click Enroll now, read and accept the terms and conditions of Mobile Banking. In the next page that appears, select Services, read the Downloadable Apps section instructions and follow the steps presented to you on the next pages to complete enrollment. You can directly go to the app store of your device or send yourself a text with the downloadable link to get the application. Once you have downloaded the Mobile Banking app on your phone, you must log in using your Online Banking credentials.

    If you already dismissed the prompt to enroll in Mobile Banking when logging into your Online Banking account, please go to your My Profile page of your Online Banking account, click on Enroll Now under Mobile Banking Profile and follow the steps outlined in the above paragraph.


  1. Directly from your Device. From your app store, download the FAIB Mobile or FAIB Mobile for tablet app on your device. Log in with your Online Banking user ID and password and answer the challenge questions you have previously set up in Online Banking. Read and Accept the Terms and Conditions to use Mobile Banking. This completes the enrollment of Mobile Banking from your device.


4. I keep getting errors when I attempt to log into the Mobile Banking App. What should I do?

Make sure that you have set up security/challenge questions in Online Banking and that you are inputting the correct answers. If you are still having problems, refresh or reinstall the app:

For Android devices:

  1. On your device, open Settings, Apps (The menu name might be different depending on your device.)
  2. From the list of applications, tap the “FAIB Mobile” Mobile Banking app
  3. Tap Clear data to remove all registration information
  4. Run the Mobile Banking app and re-register your application

For iPhone devices:

  1. On your device, uninstall the Mobile Banking app
  2. Re-download the “FAIB Mobile” Mobile Banking app from the App Store
  3. Run the Mobile Banking app and re-register your application


5. What are the links on the Login page and under the “More” category of the Main Menu?

We have set up links to easily access information beneficial to you such as ATM/Branch Locations, deposit rates and more.

  • If you tap a link on the Login page, you will be taken to that site. Once you return to Mobile Banking, you will log in as you normally do.

  • If you tap a link on the Main Menu within the app, you will be logged off of Mobile Banking (for security reasons), and taken to that site. Once you return to Mobile Banking, you will need to log in again.


6. Why is the application asking permission to access some of my phone’s functions?

In order to enable some of features available through the Mobile Banking app, the application may need to access the following on your mobile device:

Info
Location services To return ATM/Branch search results that are relevant to your current location
Camera To use the Mobile Check Deposit feature
Contacts To select a contact from your device to pay when using the Popmoney® person-to-person payment feature


7. What is Instant Balance?

Instant Balance is a secure, read-only feature that allows you to see select account balance1 without logging into the app.

For security reasons, you cannot use Instant Balance to complete any transactions, and the system masks all account numbers shown in the Instant Balance pop-up box. Further, since no log on occurs, the system does not transmit any sensitive authentication or account information when you use Instant Balance. If you flag the system to forget your user name by tapping the Change button next to the Username field on the log on screen, the system automatically disables Instant Balance.


8. How do I activate Instant Balance?

To activate Instant Balance follow the below instructions:

  1. Launch the FAIB Mobile app.
  2. Tap the Instant Balance icon in the top-right corner of the log on screen.
  3. Tap Log in and Set up.
  4. Enter your user name and password, tap Save ID, and then tap Continue. The Instant Balance Settings screen appears.
  5. Toggle the Instant Balance switch to the On position.
  6. From the list of accounts, tap up to six accounts that you want to view in the Instant Balance popup box. A green check mark appears in the far right column for each account you select.
  7. Tap Save. A confirmation screen appears.
  8. The next time you launch the app, tap the icon on the log on screen to open the Instant Balance pop-up box and view the balances1 of the accounts you selected.


9. Does my device support FAIB Mobile apps?

Currently, the following devices support the FAIB Mobile app: iPhones and iPads running on iOS 7.0+ and Android mobile devices running on OS 4.1+. Some hardware limitations apply. If you would like to verify if the FAIB Mobile app supports a specific device, please call us at 1-855-678-3242 or write to us at www.faib.com using the Contact us tab.

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Popmoney®

1. What is Popmoney®?

Popmoney is a personal payments service that lets you send money to, or receive money from, those you know or owe in as little as one business day. When you use Popmoney with FAIB Mobile, you are able to send and receive these payments securely from the convenience of the Mobile Banking app on your mobile device using an email address or mobile phone number. Using Popmoney eliminates the need to share private account information in a social environment and the inconvenience of sending a check or going to the ATM.


2. Am I eligible to use Popmoney®?

In order for you to use Popmoney via FAIB Mobile, you must have an Online Banking profile with First American International Bank, must have enrolled in Bill Pay and Popmoney via your Online Banking and have enrolled in FAIB Mobile. The Popmoney function will automatically show up on your FAIB Mobile app under the Payments tab.


3. How can I pay a person using Popmoney®?

Follow the below steps to send money to a person using the FAIB Mobile app on your smartphone.

  1. Log on to the app.
  2. In the navigation bar at the bottom of the screen, tap Payments.
  3. Tap Pay a Person. The Pay a Person screen opens.
  4. Tap People I've Paid Before to view a list of people to whom you have previously sent payments, or tap Contacts on My Phone to view a list of contacts in your device's contact list.

Note:
If paying someone new, tap Add New Contact and enter the person's first and last name, as well as email address or phone number to establish the new contact.

  1. Tap the person to whom you wish to send a payment.
  2. Select the delivery method to use, either email address or phone number.
  3. Tap From and select the account to debit for the payment.
  4. Tap Amount and enter the payment amount.
  5. Tap Message and enter a payment message for the recipient.
  6. Tap Next.
  7. Verify payment information and tap Confirm.


4. How can I receive money via Popmoney®?

To receive money from a person follow the below steps on your FAIB Mobile app:

  1. Log on to the app.
  2. In the navigation bar at the bottom of the screen, tap Deposit.
  3. Tap Receive Money from People.
  4. Tap the payment you wish to accept.
  5. Tap Deposit Into and select an account into which the system deposits the funds.
  6. Tap Accept Payment

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Mobile Deposit

1. What is the Mobile Deposit (“Mobile Deposit Capture”) service?

With First American International Bank's Mobile Deposit you can make a deposit directly into your eligible checking or savings account using the FAIB Mobile App on supported Apple and Android Phones and Tablets. You use the smartphone or tablet camera to take a picture of the front and back of each check and submit the images electronically to FAIB for processing. Your deposit is safe and you can save time with fewer trips to an FAIB ATM or branch.


2. How do I make a mobile check deposit?

Be sure to endorse checks and write “For Mobile Deposit Only” on the back of your check. Follow the below steps to make a check deposit:

  1. Log on to the app.
  2. In the navigation bar at the bottom of the screen, tap Deposit.
  3. Tap Deposit Check. The Deposit Check screen opens. Tap To and select the account to which you want to deposit the funds.
  4. Tap Amount and enter the amount of the check you are depositing.
  5. Tap Front Image and take a picture of the front of the check. Tap Use Photo to submit the image, or Retake to take a new picture.
  6. Tap Back Image and take a picture of the back of the check. Tap Use Photo to submit the image, or Retake to take a new picture.
  7. Tap Next.
  8. Tap Confirm.


3. What type of checks can I deposit?

You can use your FAIB Mobile app to deposit checks payable in U.S. dollars and drawn at any U.S. bank, including personal, business, and government checks. The checks must be payable to, and endorsed by the account holder(s).

U.S. savings bonds, Foreign checks, money orders, substitute checks (image replacement documents which are a reproduction of the original paper check), convenience checks (checks drawn against a line of credit), and cash are not eligible for Mobile Deposit.


4. Is there a limit on how much money I can deposit?

Yes, your mobile deposit limit is $1,500 per day.


5. Are there fees associated with Mobile Deposit?

There are no fees for submitting check deposits via your FAIB Mobile app. Please check with your wireless provider about carrier and web access charges.


6. What should I do with my paper check after depositing it through the FAIB Mobile phone or
tablet app?

Securely store your check for 30 days after your deposit, to ensure it has cleared, and then destroy it.


7. When will funds from my deposited check be available?

Generally, Check Image deposits received prior to 7:30 p.m., Eastern Standard Time are processed on the Business Day of deposit. Any Check Image deposit received after this time or on Saturdays, Sundays, and holidays when First American International Bank is closed will be processed on First American International Bank 's next Business Day. Your funds will usually be available within 2 business days. Acknowledgment that your Check Image deposit has been received by First American International Bank does not mean that the Check Image deposit was received error free. If we discover an error in the check deposit made we reserve the right to reject the deposit regardless of the fact that the image was successfully accepted on your FAIB Mobile app.

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1. The balance may not reflect all of your transactions, such as checks written or debit card transactions, that have been approved but have not been submitted by the merchant.

Apple, the Apple logo, iPhone and iPad are trademarks of Apple Inc., registered in the U.S. and other countries. App Store is a service mark of Apple Inc.

Android and Google Play are trademarks of Google Inc. FAIB does not charge a fee for the service but your wireless carrier might assess fees.