FAQs

Enrolling:

Q: Why should I enroll in the FCNB Card web site?

A: Enrolling in the FCNB Card web site will give you free access to your account 24 hours a day, seven days a week. You'll be able to check your balance, view statements, see recent transactions before they appear on your statement, set up one-time and recurring payments, download transactions and more! It's an easy way to manage your account.
Q: How do I enroll in the FCNB Card web site?

A: Enrolling is easy. From the Log In screen, click on the Enroll button located below the User Name and Password input area. Required information includes your account number, your social security number and your birth date. You will also need to choose a User Name and Password.
Q: What are the requirements for choosing a User Name and Password?

A: The requirements for User Name and Passwords are as follows: User Name must be between eight (8) and twenty (20) characters long and cannot contain special characters such as *(){,.<@#$% or spaces. Passwords must be between eight (8) and twenty (20) characters long and must contain at least one letter and one number. In addition, passwords cannot be the same as the User Name.
Q: What are good guidelines for creating and using Passwords?

A: Some guidelines for creating a password are:
- Do NOT choose a word from a dictionary.
- Do NOT use personal information such as your name, social security number, etc.
- Do NOT tell anyone your password.
- Do NOT write your password down anywhere.
- Do NOT use temporary passwords that you may have been given initially on an account.
- DO choose a mixture of letters and numbers when creating a password.
- DO change your password often.

Logging In:

Q: Why can't I Log In?

A: First, check to make sure you are using the correct User Name and Password. Remember, User Names are between eight (8) and twenty (20) characters long and do not contain spaces or special characters. Passwords must be between eight (8) and twenty (20) characters long and must contain at least one letter and one number.
Q: What if I forget my User Name or Password?

A: If you forget your Password, please click the Forgot Password? link on the Log In screen. If you forget your User Name, please contact Customer Service at 1-866-691-0053.
Q: What are the minimum browser requirements to use the FCNB Card web site?

A: The minimum browser requirements to use the CardMember Services are Internet Explorer 11, Google Chrome 43, Safari 8 and Mozilla Firefox 38 or higher versions.

Terms and Conditions:

Q: Do I have to accept the Terms and Conditions in order to use the FCNB Card web site?

A: Yes. If you want to use the FCNB Card web site to manage your account online, you must agree to the Terms and Conditions set forth on the site.

Account Summary:

Q: What information is on the Account Summary page?

A: Account Summary shows you a current summary of your account information including: Current Balance; Available Credit; Minimum Payment Due; Payment Due Date; Last Payment Amount and Payment information.
Q: How recent are the Recent Transactions?

A: Recent transactions are transactions that have posted to your account after your last statement closing date.
Q: What is Switch to Category View?

A: All transactions are assigned a standard expense category. When you select Switch to Category View, your transactions will be grouped by these categories. To switch back, please choose Switch to Normal View from the Statements page.
Q: What information is shown on the Transaction Detail page?

A: This page displays detailed information about a transaction you selected from your Account Summary page, the Statements page or a Search Transactions results page. The information includes: a description of the transaction; the date the transaction was made and the amount of the transaction.
Q: How do I download transactions?

A: To download transactions, select a format from Download Transactions. You can download transactions to your computer to use with personal financial management software such as Quicken® or Microsoft® Money, spreadsheet or database programs.

Downloaded transaction files will not automatically be imported into your software. First, save the file. Then, import it through your software application. If you are not sure how to do this, check your software's help files.
Q: What format should I use to download transactions?

A: The format you should choose depends on the software you are using. For example, .QIF format should be chosen if you are using personal financial management software, such as Quicken® or Microsoft® Money. .CSV (comma-separated text) or .DAT (tab-separated text) should be chosen if you are using Microsoft® Excel or other spreadsheet or database programs. Check your software's help files to see which format will work best.
Q: What are the descriptions for the fields on the Account Summary page?

A: They are:
- Current Balance: Current balance of account.
- Available Credit: The unused portion of credit that falls within your credit limit, if any.
- Last Statement Balance: The balance appear on your most recent statement.
- Last Statement Date: Your most recent statement closing date.
- Minimum Payment Due: The smallest amount you can pay on your account. This amount must be sent in by the Payment Due Date to avoid having additional fees charged to your account.
- Payment Due Date: The date when Minimum Payment Dues must be received in order to avoid having a Late Fee assessed on your account.
- Last Payment Amount: The dollar amount of the last payment you made to your account.
- Past Due Amount: The current dollar amount delinquent on your account.
- Last Payment Credited On: The date your last payment was received and posted to your account.

Statements:

Q: What information is shown on the Statements page?

A: When you select Statements from the Account Information menu, you will be presented with your most current monthly statement. The online statements will show you the same information that is on the monthly statement you receive in the mail. All transactions that posted during the statement cycle are shown sorted according to type (Payments and Credits, Purchases, Cash Advances, Other Charges and Interest Charges). If you have questions about your statement information, please contact Customer Service at 1-866-691-0053.
Q: How can I view my previous statements?

A: On the Statements page, a drop-down box showing Previous Statements is displayed on the screen. Select the statement closing date you wish to view from the drop down box. Please note that you will only be able to see 3 months worth of online statements.
Q: What is Switch to Category View?

A: All transactions are assigned a standard expense category, your transactions will be grouped by these categories. To switch back, please choose Switch to Normal View from the Statements page.
Q: How is my statement different than my Account Summary?

A: Your Account Summary will show new account information that posted after your last statement closing date and before the date and time shown on the summary page. In Statements, you only see transactions for the specific statement cycle selected.
Q: What are the field descriptions of the data available on my online statement?

A: The field descriptions are:
- Billing Cycle Closing Date: The last day in the current billing cycle.
- New Balance: Current balance of account.
- Minimum Payment Due: The smallest amount you can pay on your account. This amount must be sent in by the Payment Due Date to avoid having additional fees charged to your account.
- Payment Due Date: The date when Minimum Payment Duesmust be received in order to avoid having a Late Fee assessed on your account.
- Credit Limit: The maximum amount of credit assigned to the account that can be used for purchases and cash advances.
- Transaction Date: The date on which a transaction occurred.
- Post Date: The date when the cash advance, purchase, or payment was processed.
- Merchant or Purchase Description: Either a description of the transaction, such as Payment or Interest Charge, or the Merchant for which the transaction took place.
- Amount: The dollar amount of a transaction.
- Past Due Amount: The current dollar amount delinquent on your account.
- Payment Due Date: The due date of the next payment that is required to be paid on your account.
- Over Limit Amount: The amount your account has exceeded its established credit limit.
- Previous Balance: The previous month's account balance.
- Credits: The dollar amount of credit transactions posted to your account during the last Billing Cycle. Credits include fee reversals, merchant credits for returned merchandise, etc.
- Payments: The dollar amount you have paid to your account during the last Billing Cycle.
- Days in Billing Cycle: The number of days between the current statement and the last statement.
- Average Daily Balance: An amount calculated by adding together all the daily balances during the relevant Billing Cycle and dividing that sum total by the number of days within that Billing Cycle.
- Nominal Annual Percentage Rates: The annualized equivalent of the Daily Periodic Rate actually applied during the Billing Cycle, which may differ from the Annual Percentage Rate because it includes other fees charged to your account, such as cash advance fees or minimum Interest Charges.
- Annual Percentage Rate: The interest rate on your account reflecting the total yearly cost of the interest, expressed as a percentage rate.
- Daily Periodic Rate: Your annual interest rate expressed on a daily basis. It equals 1/365th of your annual percentage rate.
- Interest Charge: The total dollar amount of interest charged to your account during the last Billing Cycle based on your Average Daily Balance.

Search Transactions:

Q: How does Search Transactions work?

A: Search Transactions uses criteria you select to search your account history and display transactions that match. You can search for transactions based on: transaction type (credit, payment); expense category (select the category from the drop-down box); amount of transaction (select equal to, less than, or greater than and enter a dollar amount.); and posted since (select a month and year to be used as a start date for your search.)
Q: Can I select more than one search criteria?

A: Yes, but remember that search criteria are combined. If you choose more than one, all of the criteria must be met in order for the transaction to be found and displayed.

If you are getting too many transactions on your results page, try using more specific criteria to shorten your results. If you are not finding the transactions you want, start with a very general search and then add more specific criteria to narrow it down. Please remember that you can only search transactions for the online statements that are available. You can see which months are available to search by going to Statements.

Payment Service:

Q: How does Payment service work?

A: The Payment Service passes your online payment and bank information over a secured Internet connection to a secured server. After verification, your online payment information is sent electronically to your bank on the Payment Date you specify.
Q: What must I do to use Payment Service?

A: Prior to scheduling your first online payment through the Payment Service, you will need to enroll in the service and agree to receive the Online Payment Terms and Conditions electronically and agree to basic payment Terms and Conditions.

After you have enrolled in Payment Service, you must set up one or more Payment Accounts from which your online payments will be paid.
Q: Do I have to accept the Online Payment Terms and Conditions to use the Online Bill Pay service?

A: Yes. Please read the Online Payment Terms and Conditions page carefully to understand the Terms and Conditions that apply to your use of the Payment Service. If you agree to the Terms and Conditions, select I ACCEPT to continue to enroll in the Payment Service.
Q: What is a Payment Account?

A: A Payment Account is the checking or savings account you will use to make online payments to your account. When you set up a Payment Account, you will need to know your checking or savings account number, the type of account (checking or savings) and your bank's routing/transit number. You will also be able to assign your Payment Account a nickname to easily reference that account. The information you provide will be securely stored and you will not have to re-enter your primary bank name, routing/transit number and bank account number every time you schedule a payment. You can also set up as many Payment Accounts as you'd like.
Q: How do I make a One-Time Payment to my account?

A: Select Make One-Time Online Payment from the Make a Payment screen. Then, from the drop down box, choose which Payment Account you want the payment to be made from. From there, you must choose the amount you want to pay to your account. You can choose to pay the Current Minimum Payment Due, the Current Balance or another amount as long as it is at least $15.00 and does not exceed your current account balance. Then, choose the date you would like to have the payment posted to your account and click Continue. You will be presented with an overview page, which enables you to review, edit, cancel or submit your payment and associated Payment Account information. Any time you submit a payment, please print the Thank You page for future reference.

Please Note: You will not be able to have payments processed using the online Payment service more than once in any 24-hour period and you may not schedule an online payment to be processed more than 30 days in advance.
Q: What are Recurring Payments?

A: Recurring payments are when the amount, day and frequency that you pay your account remain the same each month. Recurring payments are processed each month until your requested stop date, if any.
Q: How do I set up Recurring Payments?

A: From the Make a Payment screen, choose Set Up Recurring Online Payments. Once there, choose the Payment Account you would like the payments to be made from and what payment amount you would like to set up (Minimum Payment Due on Statement); choose either pay on the due date shown on your statement or you can specify a date in the month. If you wish, you can schedule a Stop Date for Recurring Payments. Then, click Continue. You will be presented with an overview page, which enables you to review, edit, cancel or submit your recurring payment and associated Payment Account information. Any time you schedule a recurring payment, please print the Recurring Schedule review page for future reference.
Q: Can I review my Payment History?

A: Yes. Go to Payment Services and select Payment History. You will be presented with all payments that have been posted to your account.
Q: Can I cancel scheduled payments?

A: Yes. Under Payment Services, choose Pending Payments, you will be presented with pending payments that you scheduled from online service center, phone or our customer services. To cancel a scheduled payment, click the word Cancel next to the payment and you will be presented with a review screen. After review the information, click on the submit confirm to complete the cancellation.
Q: Will I continue to receive my Account Statement in the mail if I enroll in the Payment Service and pay my account online?

A: Yes. You will continue to receive your statements in the mail. The payments scheduled and processed through the Payment Service will be reflected on your statement just like any other transaction you make on your account.
Q: Do I have to make all my payments online if I enroll in the Payment Service?

A: No. You can make payments online, over the phone, or by sending in a check, cashier's check or money order through the mail. If you make your payment by mail, please remit the payment portion of your statement with your payment to: Cardmember Services, P.O. Box 660676, Dallas, TX 75266-0676. Please remember to allow 7-10 business days for processing.
Q: How can I edit Payment Account Information?

A: You can edit your Payment Account information by going to the Make a Payment, Manage Payment Information screen. You can select the Payment Account you'd like to change and click on Edit. Then, you can update or change information associated with that Payment Account. After you have made your required changes, click Save to complete the update. Payments scheduled after the primary bank account is edited will default to the updated Bank Information. However, for each scheduled payment, you are able to override the Payment Account details to another Payment Account if you choose.
Q: How can I delete a Payment Account?

A: You can remove an account by selecting that account and clicking on Remove. Then, confirm your choice to delete the Payment Account. Please note that all One-Time and Recurring Payments set up using that Payment Account will no longer occur after the Payment Account is deleted.

Q: How do I change or update account information online?

A: To change your account information, click on Update Account Information from the Account Assistance menu. Once there, you can add or update information on your mailing address, home, business and cell phone numbers, Email Address.

Once you have changed any necessary information, click Continue to complete the process.

Passwords:

Q: Can I change my Password?

A: Yes. To change your password, Log In to the FCNB Card web site and select Change Password from the Customer Assistance menu. Type in your new password in the top box and then again in the lower box to confirm. Remember - Passwords must be between eight (8) and twenty (20) characters long and must contain at least one letter and one number.. After you have entered your password twice, click Submit to complete the process.
Q: How often can I change my Password?

A: As often as you'd like.
Q: What if I forget my Password?

A: If you forget your Password, please click on Forgot Your Password? from the Log In page. To ensure account security, you will be required to enter your account number. You will then have to enter the last 4 digit of your SSN and birth date in order for us to re-validate you. Once entered, you must choose a new password.