CIBC FirstCaribbean Mobile App. FREQUENTLY ASKED QUESTIONS (FAQs)

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1 CIBC FirstCaribbean Mobile App FREQUENTLY ASKED QUESTIONS (FAQs) 1. What is the CIBC FirstCaribbean Mobile App? A: The CIBC FirstCaribbean Mobile App allows you to complete everyday banking functions on your mobile device. 2. How much does it cost to use the Mobile App? A: The use of CIBC FirstCaribbean Mobile App service is free. However, be sure to check the details of your service plan with your mobile service provider for potential fees and charges. 3. How will I access the Mobile App? A: You will first have to sign up for CIBC First Caribbean Internet Banking, before you can have access to CIBC First Caribbean Mobile App. 4. Does it matter which service provider I am with? A: The CIBC FirstCaribbean Mobile App works with any service provider, and can also be used over WIFI. 5. Can I use the Mobile App on multiple devices with different mobile numbers? A: Yes, however you may only have an active login session on one device at a time. 6. Will I need a new User ID and Password for CIBC FirstCaribbean Mobile App if I use CIBC FirstCaribbean Internet Banking? A: No. You will use the same User ID and Password for both CIBC FirstCaribbean Mobile App and Internet Banking. 7. I have a pre-paid phone. Can I use CIBC FirstCaribbean Mobile App? A: Yes; CIBC FirstCaribbean Mobile App will work on a pre-paid and post-paid phone. 8. What do I need to do to be eligible to use CIBC FirstCaribbean Mobile App service? A: You will first need to be a registered CIBC FirstCaribbean Internet Banking user, then you can download the CIBC FirstCaribbean Mobile App to your mobile phone. 9. How safe is the Mobile App? A: CIBC FirstCaribbean has put stringent security measures in place to protect your financial information and details. 10. What services do I get with the CIBC FirstCaribbean Mobile App? A: With the CIBC FirstCaribbean Mobile App you can: View account balances and account details for all of your registered accounts Transfer funds between your own accounts OR to a third party and view your transfer history Make bill payments and view your bill payment history Locate a CIBC FirstCaribbean Branch or an Instant Teller Get alerts on my Visa Debit and Credit transactions Freeze my visa card

2 11. What accounts can I access with CIBC FirstCaribbean Mobile App? A: You can access your accounts registered in Internet Banking, these include: Chequing Savings Fixed Deposits Loans Credit Cards 12. Can I use the CIBC FirstCaribbean Mobile App if I have a joint account? A: Yes, but only if you can sign independently on the account. 13. Can I register a new bill payment payee within CIBC FirstCaribbean Mobile App? A: No. All new bills will have to be registered in Internet Banking with a nickname assigned before they are fully available for payment via the Mobile App. 14. Are my account details stored permanently on my phone? A: No. CIBC FirstCaribbean does not store account details on your phone. 15. Can I use CIBC FirstCaribbean Mobile App services outside of my country? A: Yes, CIBC FirstCaribbean Mobile app will work anywhere there is an internet connection. However, we recommend first consulting with your mobile service provider to understand any applicable roaming /international usage details and charges. 16. What do I do if I forget my password? A: You will open the CIBC FirstCaribbean Mobile App- on the Logon screen you will see Forgot Your Password? Press that and follow the instructions. 17. What if my phone number changes? A: You will still be able to access CIBC FirstCaribbean Mobile App, the service is not tied to a telephone number. 18. What if I lose my phone? A: You should first call your mobile service provider to report your phone has been lost or stolen and have them deactivate your number. Since your account data is not stored on your phone your information cannot be stolen. We recommend that you do not save your User Id and password on your phone, and always protect your phone as you would your wallet, bank card or credit card. 19. What precautions can I take to secure my information on CIBC FirstCaribbean Mobile App? A: Most mobile phones have the feature to lock the phone to entry via a PIN or Code that enables the owner of the mobile phone to protect it from unauthorized use. We recommend that you: A. Log-off from your mobile banking session when you are finished B. Password protect your phone C. Disable the password save 20. Should I share my Internet and Mobile App password with anyone? You should NEVER share your password to Internet and Mobile App. It could put you at risk of someone performing fraudulent transactions on your account.

3 21. What is Fingerprint ID (Android devices)/touch ID (Apple devices)? A: Fingerprint ID or Touch ID is a feature which gives you the ability to use your fingerprint to identify yourself on your phone. Once Fingerprint ID/Touch ID is turned on your phone you can set up the feature to allow you access to your Mobile app with your fingerprint instead of using your Internet Banking password. Your mobile device needs to have the Fingerprint ID or Touch ID functionality in order for you to access this feature on the mobile app. You can set up Fingerprint ID/Touch ID from the Preferences menu. 22. When I use Fingerprint ID/Touch ID, do I ever have to enter my password? A: No, once you have setup the Fingerprint ID/Touch ID feature you don t ever have to enter your password to access the Mobile Banking app. Just click on the fingerprint icon on the login screen to login. 23. If my device doesn t recognize my fingerprint, can I still get into my account? A: If your device doesn t recognize your fingerprint, disable the Fingerprint ID/Touch ID feature on your device, then you will be able to log-on and access your Mobile app using your Internet Banking password. If you have enrolled a new fingerprint on your device, the Mobile app will disable the Fingerprint ID/Touch ID feature. You will be required to enable the feature once again in preferences. 24. Does Fingerprint ID/Touch ID prevent other users from getting into my Mobile App account? A: If you share your device with someone, we don t recommend you enable the Fingerprint ID/Touch ID feature. Anyone who saves their fingerprint to your device and knows your passcode can access your Mobile app account. 25. What is Two-step Verification? A: CIBC FirstCaribbean s two-step verification process involves using a numbered code in order to complete sensitive transactions. The code is sent to a device/account of your choosing. It is an increased layer of security for your Mobile app. You can set up Two-step Verification from the Preferences menu. There are lots of ways that you can receive your two-step verification code. You can setup Two-step step verification to send a text to your mobile phone, a voice call to your mobile, home, or work phone, or you can send a verification code to your . Twostep verification is also required for all of our clients in Curacao and St. Maarten to log-on to the Mobile app. 26. What is considered a sensitive transaction? A: A sensitive transaction is a transfer to other CIBC FirstCaribbean Clients in the CIBC FirstCaribbean Mobile app. 27. What is Card Security Settings? A: Card Security Settings allows you to control the types of transactions and limits you wish to apply to your card and block incoming purchase and cash advance transactions should you lose your card.

4 28. How do I access my Card Security Settings? A: Just go to the credit card on your wallet/ accounts screen and tap on it. Then Tap on Card Security Settings. 29. Can I choose which types of transactions to block? A: Yes, this feature can be used to restrict certain types of transactions, limit how much can be approved and allow for clients to manage their cards on a transaction level. These are managed by the categories displayed. Clients can block online transactions. 30. What is Freeze My Card? A: Freezing your card prevents all incoming transactions (purchases and cash advances) from being approved on the card selected. This feature should only be enabled where you have misplaced your card and can be removed once your card is found. 31. Where Can I go to Freeze My Card? A. Freeze My Card can be found under Card Security Settings 32. What are alerts? A. Get real time alerts on your visa debit and credit cards. When your cards are used an alert pops up on your phone giving you details of that transaction. 33. How do I turn on Alerts A. There are 2 ways to do this: i. From your wallet screen select card security settings. Enable alert me on all of my transactions. ii. From the account page / credit card screen select card security settings. Enable alert me on all my transactions. 34. What if turning on alerts does not work on my Android phone? A. You need to ensure that your phone has global alerts turned on in your settings. In settings find the CIBC FirstCaribbean Mobile App and turn on alerts 35. I completed a transaction in my country but my transaction alert showed a foreign currency. A. Alerts show in the currency of the vendor. In some cases the vendor will be charged in a different/foreign currency. An example of this is a local travel agency may use an online ticketing system that charges in USD. 36. What is Mobile Location Confirmation A: Mobile Location Confirmation helps reduce the likelihood that CIBC FirstCaribbean will mistakenly decline a legitimate credit card transaction outside of your normal purchasing area. Mobile Location Confirmation uses location updates sent by your mobile device to help CIBC FirstCaribbean know the difference between fraud and legitimate transactions. Once you enroll, your device will send location updates anytime you are connected to a cell or Wi-Fi network and location services are turned on for your device. You can enroll in Mobile Location Confirmation from the Preferences menu. 37. Where do I go to enable Mobile Location Confirmation? A: Mobile Location Confirmation can be found under Card Security Settings when you click on your credit card from the accounts/wallet screen. 38. If I enroll in Mobile Location Confirmation does this mean I no longer need to advise when I travel?

5 A: Using Mobile Location Confirmation assists in determining your location and the legitimacy of your transaction when turned on. If you are actively using Mobile Location Confirmation you will not need to notify us when you travel. 39. Will using Mobile Location Confirmation ensure my transaction does not get declined? A: Using Mobile Location Confirmation improves the likelihood of your transaction being approved once the transaction is being done within the range in which you are physically located. There are however other factors that apply to approval of transactions which will also be considered. 40. Will sharing my location data when using the Mobile Location Confirmation feature compromise my privacy? A: CIBC FirstCaribbean and its vendors will use location update data for fraud screening and to improve fraud screening services. We will not share personally identifiable location update data with any third party without your consent, except to comply with court orders, valid legal process such as a warrant or subpoena, and other legal requirements. 41. I have an ios phone and I am travelling what should I do to ensure that Mobile Location Confirmation is working for me? A: If you have an ios phone and are on version 11.0 and above just enable Mobile Location Confirmation. It will work automatically. If you have an ios phone and are on a version lower that 11.0 you must have the app open or in the background. You do not have to be logged in for it to work. 42. Does Card Security Settings and Mobile Location Confirmation apply to additional cardholders on my account? A: Card Security Settings and Mobile Location Confirmation both work at the card level and are applied to the card enrolled / selected. Additional users may add their card to their internet banking account to control their card s transaction activity separately. 43. I have an iphone and cannot setup MLC A. If you are having difficulty setting up MLC. Have to go to Settings Privacy Location Services CIBC FirstCaribbean Mobile and select ALWAYS. Then you can try to activate location services on your phone. 44. Who do I contact if I need help? A: You can contact our Customer Service Centre via

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