FAQs

All
Account & Balance Alerts
Bill Pay
Checks
Digital Banking
Digital Issuance for Credit Cards
External Account Setup & Transfers
General
Greenpath
Mobile Deposit & Transactions
Mortgage
Online Statements
Pay a Person (P2P)
Secure Messages
Skip Payment

All

All
Account & Balance Alerts
Bill Pay
Checks
Digital Banking
Digital Issuance for Credit Cards
External Account Setup & Transfers
General
Greenpath
Mobile Deposit & Transactions
Mortgage
Online Statements
Pay a Person (P2P)
Secure Messages
Skip Payment

Are the secret answers case-sensitive?

No, the secret answers the recipient must input correctly are not case-sensitive.

Can I cancel a P2P transfer?

Yes, members can cancel/delete only if the payment is pending. Once clicked, the member will be given the option to delete. Pending transactions can be found under Scheduled.

An email notification will be sent to the sender after the successful cancellation/deletion of the transfer.

How long will it take for the recipient to receive notification of pending funds?

The recipient will receive notification of funds waiting to be accepted immediately after the sender submits the payment.

Can I turn on or off the option to automatically accept funds from someone?

Yes, this can be done by having the recipient change the deposit settings for future payments. This link is usually found in the notification email received by the recipient.

After clicking the link, the recipient would have to answer the security questions once more before being able to edit the deposit account settings.

The bank account details must be re-entered before the options are presented to the recipient.

Can funds be sent to someone internationally or outside the United States?

No, P2P is only for domestic use, not international.

If a recipient’s phone number is not U.S.-issued, the notification to accept the phone will not be sent/deliverable.

If a non-U.S.-issued bank/card is used to accept P2P, the member will get an error message.

What methods are available for me to send funds?

Members can send funds directly using their checking account(s) or debit card(s).

Does Firstmark have Zelle, Cash App, Venmo, or PayPal?

Firstmark offers Pay a Person, a P2P service that allows members to send funds to non-members with a U.S. bank account and/or eligible debit card for free. Unlike Zelle®, Cash App, or other P2P platforms, the recipient will not have to sign up to accept the funds, and a 1% instant deposit fee is not required in order to receive funds instantly.

Can I use the digitally issued card on a desktop computer?

Digital issuance and push provisioning (ability to add the device wallet) will only work in the Firstmark mobile app.

Do I have the option to push my credit card to my smartwatch and smartphone?

Yes, cardholders using an Apple Watch and iPhone could have their digital card on both devices. Apple device holders must add the card to their watch and phone wallets independently of each other if they would like to use both devices.

To add the credit card to the Apple Watch, the Apple Watch app should be used.

Android cardholders can only push their card to their smartphone.

How long will it take for the lost/stolen Visa Card to be removed from the Loans & Credit section and for the new card number to fully reflect in online banking?

It will take three business days for the reported lost/stolen card to be removed from the Loans & Credit section. Members may see two visas until then.

The last four of the old VISA card number will update two business days from the date it was reported lost/stolen.

Will the digitally issued card number be the same as the plastic I will receive in the mail?

Yes, the card number issued through digital issuance will be the same plastic number the member will receive in the mail. The expiration date and CVV code will differ. Therefore, the member will need to activate the plastic upon receiving it.

Can I view my 16-digit card number, expiration date & CVV?

No, this feature is not currently available.

They will only be able to use their card via their digital wallet.

How do I push my card information into my digital wallet?

Cardholders can select to push their card information into their digital wallet via their online banking profile.

When can I expect to see my digitally issued Credit Card within the Firstmark App?

Members will have access to their digital Credit Card(s) the following business day after they’ve reported their card lost/stolen or had a new card generated for the first time.

When available, the “Add to Wallet” button will appear under Card Controls for Credit Cards.

Where can I find my digital Credit Card?

Within their digital wallet under the Card Controls section.

Will I be required to use Digital Issuance when this feature becomes available?

No, this feature is optional and adds value to the online banking experience.

Cardholders do not have to take advantage of this feature and can wait until their physical card is received in the mail.

How do I access my secure messages from Online Banking?

Select the Envelope Icon on the top right side of your Dashboard.

Select the message you wish to see in its entirety.

How do I connect another financial institution to view?

On your Dashboard, below your list of accounts on the left, select +Connect a Financial Institution.

Select the financial institution you wish to connect to. You may need to search for it using the search bar.

Enter your financial institution’s online banking credentials.

A random code will be sent to your preferred delivery method.

Enter the code sent via preferred delivery method and select Submit.

External financial accounts added will be view-only.

Once verified, you will have access to view your account’s balances and transactions.

Why can’t I connect to Mint using Online Banking?

Online Banking utilizes device and browser registration to verify the legitimacy of a person’s banking identity. At this time, Mint is not compatible with financial institutions that have this layer of security.

Firstmark Credit Union offers a free personal financial manager with functionality comparable to Mint. This personal finance manager can offer a Spending Analysis based on your account’s transactions, savings goals that can be catered to meet your goals and a Financial Wellness tool to keep you on track.

Where can I see my preferred alert delivery method?

You can edit and enable your preferred alert delivery method within the specific account alerts in your Profile, under Security.

What types of account alerts can I set up?

Account alerts let you know when certain events happen. There are four types of alerts:

Date Alert – Date Alerts are alerts that offer a convenient reminder of important dates or events.

Account Alert – Account Alerts are alerts triggered based on changes to your account details.

History Alert – History Alerts are processed transaction alerts triggered based on historical transaction details.

Transaction Alert – Transaction Alerts are transaction-based alerts triggered based on the type of online transactions.

How do I set up balance alerts?

Select Alerts from the ellipsis section of the Dashboard menu.

Click Add Alert and choose the alert type.

Enter the alert criteria for your desired alert as well as your desired Notification Frequency and Notification Preferences.

Next click OK.

How can I receive account alerts

Alerts can be set-up by going to Alerts under the ellipsis menu on the top right side of the Dashboard. Alerts are delivered to you in the following ways:

Secure Message Notification – An alert will always be delivered to your secure mailbox under the Services > Secure Messages menu. In the case that you fail to receive an email or miss a notification phone call, you can always confirm and review your alerts in your secure mailbox.

Email Notification – An email notification will be sent when your alert is triggered. Email notifications are sent at 5:00 a.m. and 2:00 p.m. CST.

SMS Text Message Notification – A text message will be sent to your mobile device. If you choose a text notification, you should enter the desired time you want to receive the text any day the alert triggers.

Push Notifications – A push notification is a real-time alert and message similar to a text/SMS that you receive on your Apple or Android device when you have the Firstmark Mobile App installed. You can opt-in to receive push notifications of your security alerts.

Note: Depending on your mobile plan, you may be charged for text messages. Standard text messaging fees apply.

How do I access and edit alerts? I can’t remember where I enabled those alerts.

Please look at the Alerts settings after login. You can access the Alerts by clicking on the three dots for the More menu. Review and confirm the alerts that you wish to have by toggling on and off and pressing save. After you log in to Online Banking, select Alerts. Review and confirm the alerts you wish to have by toggling On and Off and pressing Save.

How do I place a stop payment on my check?

On the top right side of your Dashboard, click the ellipsis to display menu items and select Stop Payment.

On the Stop a Check page, select the account.

Enter the check number (or in the case of multiple checks, enter the series you wish to cancel), who the check was written to, the amount of the check and the effective date of stop payment.

Please read the Stop Payment Disclosure and review any applicable fees.

Next, select Confirm.

Note: If the amount of the check is unknown, contact our call center at 210-442-0100 or come into a financial center for assistance.

Once you have entered all the information for the stop payment, click Submit. A pop-up message will ask if you are sure you want to proceed with this transaction. If so, click OK to confirm.

Next, the Submit Transaction page will require your approval to complete the transaction. Here, you will see the details of the transaction listed. You can choose to Approve, save as a Draft or Cancel the stop payment. The stop payment will not be processed until you approve the transaction.

Please note, when you approve this transaction, a Stop Payment fee will automatically be deducted from your account.

How can I see a copy of a Firstmark check that has cleared my account?

Click on the Checking Account that the check has cleared from and type in the check number in the search field.

Next, click the magnifying glass to view the check image within the check viewer.

A back and front picture will be provided

How do I reorder checks?

Navigate to your Firstmark Credit Union checking account.

Select the Actions button and select Order checks.

You will be taken to the Deluxe check order site.

Will skipping the next payment cause the payment to cancel?

When selecting Skip a Payment in a recurring transfer series with no end date, the system will continue to push the date out. However, if the recurring series has an expiration set and if a member skips the next payment, it could cancel the payment series altogether if the transfer was the last to take place in the series–depending on the expiration.

Can I process a skip payment request?

Yes! For Auto and Personal Loans, please follow these steps:

In your Dashboard, select the ellipsis menu button (…).

Select Skip-A-Pay and enter all required information.

For Credit Card follow these steps:

In your Dashboard, select the ellipsis menu button (…).

Select Secure Forms.

Select Skip-A-Pay Request and enter all required information.

How do I view transactions from a specific date range?

Select the account on the Dashboard you wish to view.

Within the account details, select the Sort & Filter option.

Select the filters you wish to see, and the changes will appear automatically.

How do I deposit a check using Mobile Banking?

You can only deposit checks using the mobile app. Here’s how to get started:

Download the Firstmark Credit Union App.
Log in to the App. Click the Deposit icon.
Properly endorse the back of the check you are depositing.
Choose the Deposit Account and Amount to deposit.
Take a photo of the front and back of the check.
Click Submit Deposit.

Log in to Online Banking.

Navigate to your credit card within your Loans & Credit accounts on your Dashboard.

Select the Actions button within the account details and select Make a Payment.

Enter payment details and select Review & Submit.

How do I make credit card payments online?

If you have not already done so, you must link an external account to pay from another institution. Once linked, please follow instructions below:

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FAQs

Are the secret answers case-sensitive?

Can I cancel a P2P transfer?

How long will it take for the recipient to receive notification of pending funds?

Can I turn on or off the option to automatically accept funds from someone?

Can funds be sent to someone internationally or outside the United States?

What methods are available for me to send funds?

Does Firstmark have Zelle, Cash App, Venmo, or PayPal?

Can I use the digitally issued card on a desktop computer?

How long will it take for the lost/stolen Visa Card to be removed from the Loans & Credit section and for the new card number to fully reflect in online banking?

Will the digitally issued card number be the same as the plastic I will receive in the mail?

Can I view my 16-digit card number, expiration date & CVV?

How do I push my card information into my digital wallet?

Where can I find my digital Credit Card?

Will I be required to use Digital Issuance when this feature becomes available?

How do I access my secure messages from Online Banking?

How do I connect another financial institution to view?

Why can’t I connect to Mint using Online Banking?

Where can I see my preferred alert delivery method?

What types of account alerts can I set up?

How can I receive account alerts

How do I access and edit alerts? I can’t remember where I enabled those alerts.

How do I place a stop payment on my check?

How can I see a copy of a Firstmark check that has cleared my account?

How do I reorder checks?

Will skipping the next payment cause the payment to cancel?

Can I process a skip payment request?

How do I view transactions from a specific date range?

How do I deposit a check using Mobile Banking?

Log in to Online Banking.

How do I make credit card payments online?

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