Can debit cards be enrolled in two separate devices?

Yes, the same debit card can be managed and supported on multiple devices, including digital wallet.

Will the Debit Cards Rewards still require a separate log in?

Yes, you will continue to access the Debit Card Rewards platform with a separate username and password.

I saw that our customers will be able to recover their username and passwords themselves with the new update. Does that include them being able to change/update their username at will?

Consumers will have the ability to make changes however, business customers will not.

What happens after a customer enter the incorrect password three times?

Users are temporarily locked after three login attempts and can use the forgot password feature to automatically unlock their account. This is the primary method customers should use to unlock their account. Bank employees will also be able to unlock customer accounts and reset password, but this should only be done sparingly as outlined in policy. There is no timeout period for the customer to try again later. If they are locked out, the customers must use the forgot password feature or call the bank.

What happens after a customer enters the incorrect information three time during the online banking enrollment process?

After three failed attempts to enroll in online banking the customer’s account will be locked and a bank employee will need to follow the bank process to unlock the customer.

Will I need to re-enroll in Bill Pay?

No, if you are currently using Bill Pay you will not need to re-enroll.

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.

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.

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.

FAQs | First National Bank Alaska

Can debit cards be enrolled in two separate devices?

Yes, the same debit card can be managed and supported on multiple devices, including digital wallet.
Will the Debit Cards Rewards still require a separate log in?

Yes, you will continue to access the Debit Card Rewards platform with a separate username and password.
I saw that our customers will be able to recover their username and passwords themselves with the new update. Does that include them being able to change/update their username at will?

Consumers will have the ability to make changes however, business customers will not.
What happens after a customer enter the incorrect password three times?

Users are temporarily locked after three login attempts and can use the forgot password feature to automatically unlock their account. This is the primary method customers should use to unlock their account. Bank employees will also be able to unlock customer accounts and reset password, but this should only be done sparingly as outlined in policy. There is no timeout period for the customer to try again later. If they are locked out, the customers must use the forgot password feature or call the bank.
What happens after a customer enters the incorrect information three time during the online banking enrollment process?

After three failed attempts to enroll in online banking the customer’s account will be locked and a bank employee will need to follow the bank process to unlock the customer.
Will I need to re-enroll in Bill Pay?

No, if you are currently using Bill Pay you will not need to re-enroll.
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.
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.
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.

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