Can I reactivate my account at any of the branches?

YES; Visit the nearest branch and fill out a Account Reactivation Form

Can I reactivate a Coporate Account with other signatories?

YES; But a copy of the Certificate of Incorporation as a proof of the new signatories must be provided before reactivation is effected.

Can I pay into my Domiciliary Account from oversea?

NO; Except where you placed a Standing Instruction to debit your Naira a/c and credit the Dom a/c.

Can I change the name of beneficiary?

YES! Customer can change name of beneficiary at any time.

Can I pay other banks cheques into my salary current a/c?

YES!.But you are required to provide documentations such as means of ID, utility bills and 2 valid references.

Can my salary be paid into my savings a/c?

YES! But the customer must give the a/c number to to his Employer.

Can I continue the usage of my Salary Account after resigning from the company?.

YES; But means of ID and utility bills should be provided to update your documentation requirements.

I would like to open a Target Savers Account in euro.

TSA is only available to save in only NAIRA and DOLLAR denominations.

Can I generate my statement of account on line?

YES; If you have registered for Internet Banking; otherwise, please contact the Contact Center to request that your Statement be sent via your registered email. address or visit the nearest FCMB branch to request for your Account Statement.

Can a company apply for BTA/PTA on behalf of a non signatory/staff

YES; Visit the nearest FCMB Branch to apply

I received the error message "Invalid login/Password" in an attempt to login

Call FCMB Contact Centre to request for password reset. This is valid for 24hrs after it has been sent. You are required to change your password upon receipt of the new password.

I am unable to carry out transactions on my account.

Reply the email with advise on your login details to request for a Transaction password or call the Contact Centre. Upon receipt of your Transaction password, you are required to ackowledge receipt within 24hrs in other to activate it.

I can not make an intra bank transfer from FCMB Account to another account online.

Ensure that you are inputing the correct Account name and Account number and also check for availablity of internent access.

Can I transfer funds from FCMB to another bank's account?

YES!

Click here to view and or download a STEP BY STEP Document ON FCMB MOBILE

What is FCMBMobile?

FCMBMobile is an account based EFT application which allows subscribers to make use of their Mobile phones to carry out banking transactions.

Why do customers need FCMBMobile?

FCMBMobile enables customers carry out transactions while on the move. It provides convenience as it enable them perform critical banking transactions from their mobile phones without getting to the bank branch.

What transactions can be performed with FCMBMobile?

The following transactions can be carried out:

• Balance Enquiries
• Mini-Statement request
• Airtime purchase/top up: MTN,GLO,ZAIN, ETISALAT, Starcomms
• Fund transfers (Interbank and intrabank)
• Cheque book requests
• Bill payment: DSTV, HITV, PHCN, etc.

What type of phones can support FCMBMobile?

All phones that are java compatible can support FCMBMobile.

How does one get FCMBMobile application downloaded onto a phone?

To access FCMBMOBILE: Send a short code message (D FCMB) to these Networks:

• MTN: 4045
• GLO: 31030
• AIRTEL: 32060
• ETISALAT: 4046

A link is sent to the customer. Customer clicks and downloads application. Upon successful installation, a registration page comes up where customer provides the following information:

• Account number
• Phone number
• Password
• Network provider

Once information has been provided, customer sends sms to etranzact. A successful synchronization message is sent to the customer advising customer to visit branch for activation or call contact on 01-2798800, 0700-FCMB-MYBANK (0700 3262692265) or send mail to This email address is being protected from spambots. You need JavaScript enabled to view it.

What is the process to configure FCMBMobile on phones?

• Install/Run the FCMBMobile application downloaded on your phone. The application would request for your FCMB account and mobile number as registered with the bank during its installation
• You will receive profile synchronization successful at the end of the exercise.
• Walk into any branch and ask for activation·
• Your PIN is immediately sent to you via sms alert.
• Log back into FCMBMobile application and remember to change your PIN details

How to Change your PIN

How to Change your Password

Log unto FCMBMobile
Enter Password
Click on Security Menu
Click Change PIN
Click Change Password
Enter Old Pin
Enter Old Password
Enter New Pin
Enter New Password
Confirm New Password and send
Confirm New Password and send
Login into your FCMBOnline banking and request for FCMBMobile from the Manage Request Menu. You can register at https://ibank.firstcitygroup.com for FCMBOnline if you have not done so.

What memory space is needed on phones to install FCMBMobile?

At least 128KB of free memory space is required on phones.

Do applicants need to have an account with FCMB before they use the FCMBMobile?

YES. FCMBMobile is restricted to FCMB account holders only. Customers of other banks cannot install and use FCMBMobile

Can funds transfers be made to accounts in other banks with FCMBMobile?

Yes, except Citi Bank, Standard Chartered and Diamond Bank.

How much am I charged when I make transfers between accounts?

Transfers to an account within FCMB attract no charge while transfers to an account in another bank costs N200 only.

How much is charged when airtime is bought with FCMBMobile?

No extra surcharge is charged except the sms charge. Customers only pay for the exact amount of airtime purchased.

How much is charged when a balance enquiry is done with FCMBMobile?

This service is free

What do I need to do if I want to initiate a transaction, for instance, balance enquiry?

Follow these steps: Go to balance enquiry, select your account type, enter your pin and consummate the transaction

How much is charged when a request for a mini-statement is made?

This service is free

How much am I charged on SMS?

SMS costs N30

How many times can the application be used in a day?

The application can be used as many times needed daily.

Is FCMBMobile restricted to a particular location or region?

No. FCMBMobile can be used anywhere in Nigeria once there is network service on your phone.

What is the maximum amount that can be transferred via FCMBMobile every day?

The maximum that can be transferred via FCMBMobile is N100, 000.00 per day

What accounts can be used to make transactions on the FCMBMobile?

Both Current and Savings accounts can be used.

If a customers phone is misplaced, what happens to his/her account?

All transactions on FCMBMobile require the subscribers PIN. Thus, if an unauthorised person has possession of your phone, he cannot make any transaction on the FCMBMobile unless he knows your PIN.

How safe is the application?

All transactions on FCMBMobile are PIN protected and further authenticated by special account codes. Additionally, the network over which the transactions are carried out is Triple Des secured.

Can I operate both my personal and business accounts with online banking?

Yes you can. All accounts of each customer will be displayed. An example is where a customer has 2 current accounts and a savings account. Customers will be able to view all three accounts. The bank is currently reviewing online banking for business account holders. Customers will be advised in due course of latest developments.

How do I transfer money between my FCMB accounts using online banking?

Kindly click on the transfer funds menu. Click on account to self transfers link. Select the account number to be debited and account to be credited and click the submit button. (show me)

I can not remember any of my five security answers and questions?

If you are not already logged in (user cannot remember log in password): kindly contact FCMB customer solutions for a reset of your account. Contact centre staff can be reached on 01-2798800 or 0700FCMBMYBANK (0700 3262 692265) between 8am-7pm on Mondays to Fridays.

What happens when I initiate an interbank transaction with wrong details?

There are 2 scenarios to this:

Where wrong account details do not exist: The transaction would not go through as the system would not recognise the account number. The transaction would automatically be reversed.
Where wrong account details (belonging to another person) exist: This will be credited to the wrong recipient. Customers should report this immediately to the bank hoping the funds have not been withdrawn at the recipients bank. This would typically take longer to resolve as it involve a 3rd party bank and investigations would need to be carried out. Thus, customers are required to take great care when entering account details for inter-bank transfers.

How do I get my transaction password and how do I reset the transaction password?

Users can retrieve their transaction passwords by clicking on the home option menu. Click on transaction password, answer the secret question and fill in your current transaction password. Fill in and confirm new transaction password. Click on change password. For first time users, once a 3rd party or inter-bank is initiated, the system defaults to asking users to set transaction password.

What are the applicable charges for transfers?

Account to self- No charge
Third party (intra-bank) - No charge
To beneficiary- No charge
Inter-bank- N200
DSTV  N200

Please note that charges are exclusive of Commission on Turnover (COT) charges.Users can retrieve their transaction passwords by clicking on the home option menu. Click on transaction password, answer the secret question and fill in your current transaction password. Fill in and confirm new transaction password. Click on change password.

How secure is FCMB Online banking?

FCMB Online banking is very secure and uses the latest encryption technique and fraud detections systems. The safety and confidentiality of customers' personal information is our top priority. The security system makes use of the latest in technologies, standards, and business practices to guarantee customer protection including:

• 128 bit data encryption between your computer and internet banking system.
• Keypad for PIN entry to guard against password cloning.
• Secret questions and answers.
• User ID and Passcode.

There are also additional steps that you can personally take to help ensure your accounts remain safe and secure:

• Never share your sign-in details with anybody
• Never respond to emails that ask you to supply your sign-in details. These are known as phishing emails and we would never email you asking you to supply your sign in details

Can I add accounts to online banking?

All your accounts are automatically added to your profile once customers are set up on the platform (including loan accounts). Kindly contact the customer service unit of the bank if any of your account is not profiled on the platform.

Can I still use my local bank for manual transactions?

Yes you can. You will be able to carry out a range of transactions online but you will still have to visit a branch for some transactions such as depositing cash and cheques.

What is the enrolment process for online banking?

FCMBOnline Registration Process

• Enroll online at https://ibank.firstcitygrouponline.com/
• Read and accept the terms and condition
• Enter your Account details
• Account Name
• Mobile Number (as registered with the bank)
• Email Address (as registered with the bank)
• New Login Name (your preferred name for logging in to FCMBOnline)
• Click submit to register your forms
• Print form and submit form at the nearest FCMB branch.
• Your user ID and password will be sent to your mobile phone and registered email respectively within 48 hours. If otherwise call the Contact Center on 01-2798800

Benefits of FCMBONLINE Banking:

FCMBONLINE allows you enjoy the convenience of managing your finances quickly and easily at a time that suits you. You can bank safely and securely at work, home or abroad. Some of the benefits are:

• Access to account from anywhere in the world.
• Convenience of conducting banking transactions from comfort of home/office.
• Allows 24/7 access to account.
• Pay utility bills, transfer funds between your accounts and to other beneficiaries in other banks.
• Request, confirm and stop cheques.

Other Value-added Service

• Online Registration
• Forgot password option this option permits you to request for another login/transaction password online without physically coming to the bank to do so.
• ATM/Branch location to facilitate your search for an ATM/Branch closest to you.
• View and print account statements in 3-different formats (Excel, Word and PDF)

How do I use the Virtual Keyboard?

The virtual keyboard is like your regular keyboard. Once username is inputted and the tab button is tapped, the virtual keyboard displays. Users can click on characters on the keyboard to form. To access other special characters, users should click on the shift button.

I am a migrated user and have never filled any security questions or answers. I am having difficulty passing the stage for questions and answers?.

Customers should check their email box (spam and junk mail inclusive). Log-in details have been sent to the e-mail boxes of users who previously used the legacy application. Where customers still do not find their log in detail, they should contact the bank. Once users are logged on, they are required to choose and answer their security questions before proceeding to use the platform.

Please Call the contact Centre on 012798800 or send an email to This email address is being protected from spambots. You need JavaScript enabled to view it.
I got a text messages saying I have been profiled for Internet Banking but yet to receive both Login name and Password

Profiled customers should check their email (including spam/junk and bulk mails) for their log in details. Where customers still can not locate their details, they should contact the bank.

What is new on the online banking platform?

We've refreshed the design of our website improving the appearance and making it easier and more interactive to use. Of course, you can still do all of the things you have done in the past and much more.

We've changed the way you navigate around the site to make it easier for you to find what you need. We have links on the left hand of pages - everything you need to do on the platform can be done from the menus on the left panes.

Pages are less cluttered, with the text larger and clearer.
We've also updated the styling of all pages to make them bolder, clearer and more straightforward. (showme)

Security

Your username (chosen by the user) is sent via sms while the password is sent via email. Also a transaction password is required to make 3rd party payments, interbank payments and utility payments. Also, you can block your ATM cards on the platform once stolen or misplaced, and hence, secure your money

Branch and ATM location

Users can locate the branches and ATMs closest to them via the online banking platform.

Utilities

Users can pay for DSTV via the online platform (other utilities to follow).

How do I top up to my Mobile Phone on the ATM?

• Insert your card with the FCMB logo surface facing up and ensuring that the edge with the Chip goes in first.
• Enter your PIN (4-digit number) using the keypad and press the "PROCEED" button.
• From the list of transaction types, select the "RECHARGE" option.
• Select "CURRENT" for current account, "SAVINGS" for savings account and "CREDIT" for MasterCard and VISA account to choose which of your accounts you will use to make the payment.
• Select your mobile phone network provider e.g MTN.
• Select an amount and enter the mobile phone number you want to top up, conclude by pressing the "PROCEED" button.
• Choose "YES" if you want to do another transaction and then enter your PIN number again otherwise "NO" to end transaction.

Remember to pick up your card after completing your transaction.

How do I check my balance?

• Insert your card with the FCMB logo surface facing up and ensuring that the edge with the Chip goes in first.
• Enter your PIN (4-digit number) using the keypad and press the "PROCEED" button.
• From the list of transaction types, select the "INQUIRY" option.
• Select "CURRENT" for current account, "SAVINGS" for savings account and "CREDIT" for MasterCard and VISA account.
• Choose "YES" if you want to do another transaction and then enter your PIN number again otherwise "NO" to end transaction.

Remember to pick up your card after completing your transaction.
NB: Be sure your account type is linked to your card. Making a "BALANCE INQUIRY" on an account that is not linked to your card will generate an error "Invalid Account Selected" otherwise visit any FCMB branch to fill a Link Account form.

How do I change my PIN?

• Insert your card with the FCMB logo surface facing up and ensuring that the edge with the Chip goes in first.
• Enter your PIN (4-digit number) using the keypad and press the "PROCEED" button.
• From the list of transaction types, select the "CHANGE PIN" option.
• Enter your new PIN and press the Proceed button.
• Re-enter the new PIN again and press the Proceed button.
• Your should get a "PIN change successful" response.
• Choose "YES" if you want to do another transaction and then enter your PIN number again otherwise "NO" to end transaction.

Remember to pick up your card after completing your transaction.
NB: Kindly ensure you end the present transaction and use your card entering your new PIN. Also, do a balance enquiry to re-confirm the PIN change was successful. When a wrong PIN is used three times the ATM will retract the ATM card. In such situations, customers are expected to visit the nearest FCMB branch and report the incident to the Customer Service Unit.

Bills payment on the ATM

• Insert your card with the FCMBBank logo surface facing up and ensuring that the edge with the orange arrow sign goes in first.
• Enter your PIN (4-digit number) using the keypad and press the "PROCEED" button.
• From the list of transaction types, select the "PAY BILLS" option.
• Select "CURRENT" for current account, "SAVINGS" for savings account and "CREDIT" for MasterCard and VISA account to choose which of your accounts you want to use in paying the bill.
• Select the type of bill you want to pay e.g PHCN from the list of bills on the screen. Enter biller's details and enter the amount you want to pay e.g. N23, 500.00 conclude by pressing the "PROCEED" button.
• Choose "YES" if you want to do another transaction and then enter your PIN number again otherwise "NO" to end transaction.

Remember to pick up your card after completing your transaction.

How do I transfer Funds?

• Insert your card with the FCMB logo surface facing up and ensuring that the edge with the Chip goes in first.
• Enter your PIN (4-digit number) using the keypad and press the "PROCEED" button.
• From the list of transaction types, select the "TRANSFER" option.
• Select your source account - "CURRENT" for current account, "SAVINGS" for savings account and "CREDIT" for MasterCard and VISA account.
• Select the bank destination account - "CURRENT" for current account, "SAVINGS" for savings account and "CREDIT" for MasterCard and VISA account.
• Enter the amount to transfer and press the "PROCEED" button.
• Choose "YES" if you want to do another transaction and then enter your PIN number again otherwise "NO" to end transaction.

Remember to pick up your card after completing your transaction.
NB: You can only transfer funds from your current and savings accounts attached to the ATM card.

Can a third party receive my ATM CARD and PIN on my behalf?.

A letter of authority can be written by customer to pick up the ATM Card ONLY by a third party; but the PIN must be picked by Account holder.

Can ATM Card be requested in one branch and be delivered in another branch?.

YES; Call the Contact Centre to request for ATM Card reissuance.

I inserted my Debit Card in an ATM and received the message "Insufficient Funds". What do I do?

There is insufficient balance on account.

I inserted my Debit Card in an ATM and received the message "Contact issuer or bank". What do I do?

Your ATM card is inactive. Call the Contact Centre.

I inserted my Debit Card in an ATM and received the message "Take Card". What do I do?

The ATM card is bad or damaged therefore card can not be read by the machine. Call contact centre to request for a reissuance

I inserted my Debit Card in an ATM and received the message "Issuer inoperative". What do I do?

This is a network issue, please try again later or on use another ATM machine.

Can I use my ATM Card to pay for DSTV?

YES!.

How do I activate my MasterCard

Call the FCMB Contact Centre to activate your MasterCard.

I am yet to receive an email notification on my Mastercard activation.

Check your junk / spam mail box if not found in your Inbox or reconfirm email address.

Can I place a Direct debit instruction against my Naira account to fund my Prefunded MasterCard periodically?

YES; Visit the nearest FCMB Branch to fill a Standing Instruction request form

How do I change my MasterCard PIN?

The PIN is used in its default state; it is not subject to change.

I inserted my MasterCard in an ATM and received the message "Limit exceeded". What do I do?

Card limits on withdrawal has been exhausted. Call the Contact Centre to request for Increase in Card Limit for ATM withdrawals

I inserted my MasterCard in an ATM and received the message "Insufficient Funds". What do I do?

Your Mastercard Account is not funded.

I just made some deposits into my MasterCard Account but card is not funded OR What is the TAT for cash deposit to reflect in mastercard a/c?

TAT is 2 hours if there is no network delay.

I inserted my MasterCard in an ATM and received the message "Issuer inoperative". What do I do?

This is a network issue, please try again later or use on another ATM machine.

I tried to make some payments online but my transaction was declined. What do I do?

Confirm that your personal information inputted is same as your registered information on application; ensure the right CVV code (last 3 digits at the back of card) is being used.

I cannot acess my MasterCard Account online.

Check if you are inputting the right password and Client Account no; then check if there is avalability of network service.

Can multiple cards be issued from one Prefunded MasterCard account e.g. for joint account holders?

YES.

I would like to open a Target Savers Account in euro.

TSA is only available to save in only NAIRA and DOLLAR denominations.

Can a company apply for BTA/PTA on behalf of a non signatory/staff

YES; Visit the nearest FCMB Branch to apply

Can I generate my statement of account on line?

YES; If you have registered for Internet Banking; otherwise, please contact the Contact Center to request that your Statement be sent via your registered email. address or visit the nearest FCMB branch to request for your Account Statement.

Can I pay other banks cheques into my salary current a/c?

YES!.But you are required to provide documentations such as means of ID, utility bills and 2 valid references.

Can I continue the usage of my Salary Account after resigning from the company?.

YES; But means of ID and utility bills should be provided to update your documentation requirements.

Can my salary be paid into my savings a/c?

YES! But the customer must give the a/c number to to his Employer.

How do I get my oustanding loan amount or pay down amount on an existing loan?.

Call the Contact Centre to request for your pay down amount. Your oustanding payment due as at date will be forwarded to your registered email or visit the nearest FCMB branch.

Does the bank operate on weekends?

NO; Except market branch area.

What is the bank's sort code?

The bank's sort code is 214.

Can I change the name of beneficiary?.

YES! Customer can change name of beneficiary at any time.

Can I pay into my Domiciliary Account from oversea?

NO; Except where you placed a Standing Instruction to debit your Naira a/c and credit the Dom a/c.

Can I reactivate a Corporate Account with other signatories?

YES; But a copy of the Certificate of Incorporation as a proof of the new signatories must be provided before reactivation is effected.

Does FCMB do autoreg?

NO!

Can FCMB give me an Advance Guarantee letter without collateral

Yes! Collateral for Advance Payments is the Advance Payment itself and the guarantees do not come into effect until funds are received by the bank.

How do I get my oustanding loan amount or pay down amount on an existing loan?.

Call the Contact Centre to request for your pay down amount. Your oustanding payment due as at date will be forwarded to your registered email or visit the nearest FCMB branch.

Why do banks charge interest on loans?

Banks provide an intermediary service by collecting deposits from individuals and corporate organisations and lending to their own customers at an added fee, which is the interest charged.

Why do you increase interest rates on my loan account?

• The price the bank pays for deposits, in addition to other costs of doing business, go up from time to time and, therefore, call for the need to increase interest rates.
• Whenever the price at which banks borrow (interest expense) increases, the rate at which the same funds are lent to the customer (interest income) also increases.

How does the Central Bank of Nigeria (CBN) influence the interest rate increase or decrease on my loan account?

• The CBN has a tool for controlling and managing inflation in the country, known as the Monetary Policy Rate (MPR).
• Accordingly, the MPR is used by the CBN to take interest rates up or down, as the need arises.

Why are the rates always going up but never come down?

• Depending on the monetary thrust of the government, the CBN can reduce Monetary Policy Rate (MPR) or increase money supply to push down the borrowing rate.
• If this is done, banks, in general, and FCMB, in particular, will have no choice but to reduce interest rates on loan accounts.

You always increase the rates on my account without informing me?

• Rate changes are communicated to customers as soon as they take effect.
• FCMB usually communicates these changes through e-mails and text messages, using the contact details that you provided at the point of opening your account.
• As a standard practice, we also ensure letters are sent using courier services to customers that we suspect have not received any of our electronic forms of communication.

Can FCMB give me an Advance Guarantee letter without collateral

Yes! Collateral for Advance Payments is the Advance Payment itself and the guarantees do not come into effect until funds are received by the bank.

Does FCMB do autoreg?

NO!

What is the bank's sort code?

The bank's sort code is 214.

Does the bank operate on weekends?

NO; Except market branch area.