Is there a limit a bank employee can reset password?

No, standard XD system limits exist. Employees may reset passwords as needed while following our identity verification process. Excessive reset activity maybe monitored for security purposes. Customers can also reset themselves via the self-service options even if locked out, as long as they have a valid email address on file.

Will I need to re-enroll in Bill Pay?

No, if you are currently using Bill Pay you will not need to re-enroll and billing information will carry over.

Will I still be able to access Bill Pay online and through the mobile app?

Yes. Bill Pay will continue to be available through both online and mobile banking.

What is changing with Bill Pay?

Bill Pay will have updated and more streamlined interfaces in both online and mobile banking.

Is the Bill Pay system changing as part of the Digital Banking Upgrade?

While the underlying Bill Pay product and core functionality are not changing as part of the Digital Banking Upgrade, we are implementing a modern Bill Pay design and interface.

Can bill pay enrollment be completed through the app or only on the browser?

Yes, bill pay enrollment and management are available in both the mobile banking app and online.

If I already have a bill pay with the old system, will my billers migrate to the new system or do I need to re-enroll?

Yes, existing bill pay payees, payment history, and scheduled payments will migrate to the new digital banking platform. A limited number of business accounts with linked profiles may require review of scheduled or future-dated payments after conversion.

How does my new user get trained on how to use the system?

System Administrators are provided with training when they enroll in ONEpay and are responsible for training their employees. First National is happy to provide additional trainings upon request.

How long does it take to set up dual control?

It takes approximately 5 minutes to add a second user to the ONEpay system and for Fulfillment and Support to link them to a ONEpay account. Once those steps are complete, the second user can begin to initiate or approve transactions as soon as they have obtained a hard token.

Is it possible to get a soft token instead of a hard token?

Soft tokens will only be available after the Digital Banking Upgrade this fall. However, it is highly recommended to implement dual control as soon as possible to avoid any interruptions to your ACH and wire transfer services during the go-live.

How do I get a hard token for my second user?

An authorized account signer or Online System Administrator should contact the bank’s Fulfillment and Support team, their Treasury Management representative, or visit their local branch. Customers requesting hard tokens should be advised of longer-than-normal shipping times due to shipping an item with a battery, so it may be more efficient for a customer to pick up at a branch.

If my business doesn’t implement dual control, can I still send a wire transfer in the branch?

Yes. Wire transfers in branches are a separate process that will not be affected by the digital banking upgrade.

FAQs | First National Bank Alaska

Is there a limit a bank employee can reset password?

No, standard XD system limits exist. Employees may reset passwords as needed while following our identity verification process. Excessive reset activity maybe monitored for security purposes. Customers can also reset themselves via the self-service options even if locked out, as long as they have a valid email address on file.
Will I need to re-enroll in Bill Pay?

No, if you are currently using Bill Pay you will not need to re-enroll and billing information will carry over.
Will I still be able to access Bill Pay online and through the mobile app?

Yes. Bill Pay will continue to be available through both online and mobile banking.
What is changing with Bill Pay?

Bill Pay will have updated and more streamlined interfaces in both online and mobile banking.
Is the Bill Pay system changing as part of the Digital Banking Upgrade?

While the underlying Bill Pay product and core functionality are not changing as part of the Digital Banking Upgrade, we are implementing a modern Bill Pay design and interface.
Can bill pay enrollment be completed through the app or only on the browser?

Yes, bill pay enrollment and management are available in both the mobile banking app and online.
If I already have a bill pay with the old system, will my billers migrate to the new system or do I need to re-enroll?

Yes, existing bill pay payees, payment history, and scheduled payments will migrate to the new digital banking platform. A limited number of business accounts with linked profiles may require review of scheduled or future-dated payments after conversion.
How does my new user get trained on how to use the system?

System Administrators are provided with training when they enroll in ONEpay and are responsible for training their employees. First National is happy to provide additional trainings upon request.
How long does it take to set up dual control?

It takes approximately 5 minutes to add a second user to the ONEpay system and for Fulfillment and Support to link them to a ONEpay account. Once those steps are complete, the second user can begin to initiate or approve transactions as soon as they have obtained a hard token.
Is it possible to get a soft token instead of a hard token?

Soft tokens will only be available after the Digital Banking Upgrade this fall. However, it is highly recommended to implement dual control as soon as possible to avoid any interruptions to your ACH and wire transfer services during the go-live.
How do I get a hard token for my second user?

An authorized account signer or Online System Administrator should contact the bank’s Fulfillment and Support team, their Treasury Management representative, or visit their local branch. Customers requesting hard tokens should be advised of longer-than-normal shipping times due to shipping an item with a battery, so it may be more efficient for a customer to pick up at a branch.
If my business doesn’t implement dual control, can I still send a wire transfer in the branch?

Yes. Wire transfers in branches are a separate process that will not be affected by the digital banking upgrade.

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