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 Online 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 be used over WIFI. 5. What platforms is the Mobile App available on? A: The CIBC FirstCaribbean Mobile App works on Android and ios. 6. 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. 7. 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 or a voice call to your mobile, home, or work phone, or you can send a verification code to your email. Two-step verification is also required for all of our clients in Curacao and St. Maarten to log-on to the Mobile app. 8. What is considered a sensitive transaction? A: A sensitive transaction is a transaction that requires added security as a protection to you. Such as changing your contact details. 9. How do I setup my passcode? A: On your first login to the application you will be prompted to perform a security checkup. Through this process you will Confirm your contact information Activate Two-Step Verification Create a Recovery Passcode 10. How do I edit my Passcode on the Mobile App? A: On your Mobile app i. Go to the hamburger menu Page 1 of 9
ii. iii. iv. Select Preferences Select Passcode Follow the steps on screen to change your Passcode 11. How do I complete the Security Checkup if I already have Mobile Banking and I have just upgraded? A: After downloading and installing the CIBC FirstCaribbean Mobile app 2.2 or higher from the app stores (Google Playstore or Apple App Store) on first login you will be prompted to perform the following steps after entering your login credentials in order to use the app. Note: If you have previously performed these steps on Online Banking you will not be prompted to complete as outlined below. Instead you will progress to your wallet. i. At the Security Checkup screen read the information presented and click the Start Security Checkup button ii. Scroll to read the Terms and Condition presented on the page and click the I Agree checkbox iii. Click Continue iv. On the Verify Mobile Phone screen click the Save button Note: The Activate Two-Step Verification Option cannot be disabled. v. At the Verify Contact Information screen click the option by which you want to receive your verification code a. Via Voice Call Note: It is recommended you avoid using voice if you are unable to answer the call as the code will go to your voicemail and be easily accessed by other persons Or b. Via Text Message vi. Enter the verification code received at the Verify Mobile Phone screen in the Verification Code text box Note: The code expires in 5 minutes vii. Click Continue viii. ix. Click Continue at the successful notification screen At the Verify Primary Email screen confirm this is your most frequently used email address and click Save Note: The Activate Two-Step Verification Option cannot be disabled x. Click the email address where you want your verification code to be sent xi. xii. xiii. xiv. xv. xvi. xvii. xviii. Enter the verification code received at the Verify Primary Email screen in the Verification Code text box Note: The code expires in 5 minutes Click Continue Click Continue at the successful notification screen At the Verify Secondary Email screen confirm this is your most frequently used email address and click Save Note: This screen is ONLY displayed if the user has a secondary email saved in the system. Otherwise the user progresses to step Click the email address where you want your verification code to be sent Enter the verification code received at the Verify Primary Email screen in the Verification Code text box Note: The code expires in 5 minutes Click Continue Click Continue at the successful notification screen Page 2 of 9
xix. xx. xxi. xxii. xxiii. xxiv. xxv. On the Create Recovery Passcode for Two-Step Verification screen Click View Passcode Requirements to view minimum requirements for the passcode Click Close Note: This passcode is an emergency back-up method in instances such as loss of your primary phone number. Enter the desired code in the Passcode textbox Re-Enter the passcode in the Confirm Passcode textbox Note: Please keep this passcode securely for your reference Click Continue Click Continue at the successful notification screen At the Your Security Checkup is Complete screen a. Click Done if the information is correct OR b. Click Enter Additional Contact Methods to take you to the Contact and Two-Step Verification screen i. Click the pencil to modify the information for any of the options presented ii. Click the blue plus sign to add any information that is not present iii. Click Done when complete to be navigated to the dashboard 12. What happens if I log off without performing without performing all of the security checkup? A: On the next login you are presented with the Security Checkup Screen indicating that you need to complete all of the steps. Just follow the prompts to complete. 13. How do I update Contact and Two-Step Verification? Note: You must have at least one verified phone number and a verified primary email to complete this step. Important you must have access to these numbers or email addresses at the time of setup in if you are turning on Two-Step Verification. A: This can be updated in Preferences on your Mobile App i. Go to the hamburger menu at the top right of your screen ii. Tap the settings icon next to your user name iii. iv. Select Contact and Two-Step Verification from the Preferences screen Tap Mobile, Home Phone, Work Phone, Primary Email or Secondary Email to either update or add information v. Click the Save button vi. vii. viii. ix. Click Send Code Enter the verification code received a. Click Continue b. Click Continue c. Click Resend Code d. Click Cancel Click the arrow in the top left to your Preferences Click the wallet in the top left to return to the account summary page 14. How do I setup my Mobile Banking Passcode? A: On your first login to the application you will be prompted to perform a security checkup. Through this process you will Sign off on the latest Terms and Conditions Confirm your contact information Activate Two-Step Verification Create your Recovery Passcode Page 3 of 9
15. Will I need a new User ID and Password for CIBC FirstCaribbean Mobile App if I use CIBC FirstCaribbean Online Banking? A: No. You will use the same User ID and Password for both CIBC FirstCaribbean Mobile App and Online Banking. 16. 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. 17. 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 Online Banking user, and then you can download the CIBC FirstCaribbean Mobile App to your mobile phone. 18. How safe is the Mobile App? A: CIBC FirstCaribbean has put stringent security measures in place to protect your financial information and details. 19. 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 Turn on Mobile Location Confirmation Services on my credit card. (Eliminates the need to call us when you travel) 20. What accounts can I access with CIBC FirstCaribbean Mobile App? A: You can access your accounts registered in Online Banking, these include: Chequing Savings Fixed Deposits Loans Credit Cards 21. 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. You will be able to see all of your accounts. If you have an account that requires two or more signatures you will not be able to perform the bill payment or transfer function. 22. Can I register a new bill payment payee within CIBC FirstCaribbean Mobile App? A: No. All new bills will have to be registered in Online Banking before they are fully available for payment via the Mobile App. 23. Are my account details stored permanently on my phone? A: No. CIBC FirstCaribbean does not store account details on your phone. Page 4 of 9
24. 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. 25. What do I do if I forget my password? A: If you forget your password you can logon to your Online Banking account and: i. Go to the Logon page at https://onlinebanking.firstcaribbeanbank.com i. Click Forgot Your Password? link in the bottom right of the screen ii. Enter your User ID and Email Address iii. Enter New Password iv. Enter Confirmation Password v. Click Save vi. You will be prompted for two step verification to complete the password change. 26. 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. However you should update your contact and 2 step verification. Best practice is to have more than 2 verification methods. This is sensitive transaction and does require you verify yourself in order to make a change. If this is your only means of 2 step verification then you will be required to go to the branch to update your contact details with us. To update the information on the Mobile App follow the below steps i. Go to the hamburger menu ii. Tap the settings icon next to your user name iii. Select Contact and Two-Step Verification iv. Select the phone number you need to update v. Remove the current number vi. Enter the new phone number starting with your valid country code vii. Click Save 27. 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. 28. 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: i. Log-off from your mobile banking session when you are finished ii. Password protect your phone iii. Disable the password save 29. Should I share my Internet and Mobile App password with anyone? A: 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. 30. What is Fingerprint ID (Android devices)/touch ID (Apple devices)? Page 5 of 9
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, for your phone, you can set up the feature to allow you access, to your Mobile app with your fingerprint, instead of using your Online 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 then set up Fingerprint ID/Touch ID from the Preferences menu. 31. 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. 32. 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, in your preferences, then you will be able to log-on and access your Mobile app using your Online 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. 33. 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. 34. 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. 35. How do I access my Card Security Settings? A: Access the settings as follows:- i. Go to the credit card on your wallet/ accounts screen ii. Navigate to your account iii. Tap on Card Security Controls 36. Can I choose which types of transactions to block? A: Yes, the Card Security Settings 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. Page 6 of 9
36. 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. 37. Where Can I go to Freeze My Card? A. Freeze My Card can be found under Card Security Controls. 38. 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. 39. How do I turn on Alerts? A. There are two (2) options to access this feature:- i. From your wallet screen a. Select Card Security Controls b. Select Alert me on all of my transactions, on the Card Security Settings screen c. Tap the toggle button by Alert me on all transactions to get alerts on all types of transactions d. Click Yes after reading the Privacy Notice OR e. Specify which transaction you want to be alerted on a. Click the desired option box to be alerted for i. Online Transactions ii. Declined Transactions iii. Block Online Transactions f. Click Save ii. Select the account a. Select Card Security Settings b. Enable Alert me on all my transactions c. Select Alert me on all of my transactions, on the Card Security Settings screen d. Tap the toggle button by Alert me on all transactions to get alerts on all types of transactions e. Click Yes after reading the Privacy Notice OR f. Specify which transaction you want to be alerted on a. Click the desired option box to be alerted for i. Online Transactions ii. Declined Transactions iii. Block Online Transactions 40. I have my alerts enabled on my phone however, I have changed phones and I am not receiving alerts. How do I receive alerts on my new phone? A. To receive alerts there are two options. Turn on both options:- i. Go to Preferences ii. Select Push Notifications a. Select Enable Push Notifications, under Current Device i. Select Enable current notifications on the current device, at the Enable Push Notification modal Page 7 of 9
ii. Select Continue at the next modal b. Select Disable Push Notifications, under Other Devices i. Select Disable push notifications on all other devices, at the Disable Push Notifications modal ii. Select Continue at the next modal Please notify us if you are still not receiving alerts. 41. 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/notifications. 42. I did a transaction in my country but my alert showed a different currency. What should I do? A. You will not be required to do anything as alerts will show in the currency of the vendor. In some cases the vendor will be acquiring in a different currency. An example of this is a travel agency may be using an online ticketing system which acquires/charges in USD. 43. 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. 44. 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. 45. If I enroll in Mobile Location Confirmation, does this mean I no longer need to advise when I travel? 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. 46. 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 performed 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. 47. 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. 48. 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. Page 8 of 9
OR 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. 49. 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 Online Banking account to control their card s transaction activity separately. 50. I have an iphone and cannot setup Mobile Location Confirmation. What should I do? A. If you are having difficulty setting up Mobile Location Confirmation, follow these steps:- i. Go to Settings ii. Select Privacy iii. Select Location Services iv. Select CIBC FirstCaribbean Mobile v. Select ALWAYS vi. Then you can try to activate location services on your phone Note: Please refer to question: What is Mobile Location Confirmation? 51. How do I setup Fingerprint on my Mobile phone A. First ensure the fingerprint option is setup on your mobile device within the setting option of your phone. Note: All fingerprints saved on this device will have access to your CIBC FirstCaribbean account i. Login to your mobile app ii. Select the hamburger menu iii. Select settings iv. Select Fingerprint ID within Preferences v. Please read the information on screen vi. Toggle the switch to Enable Fingerprint ID on your app vii. Enter your password as requested viii. Click Save ix. Follow the instruction on screen as related to your phone 52. How do I logon to my Mobile app with my Fingerprint A. First ensure the fingerprint option is setup on your mobile device within the setting option of your phone. Note: All fingerprints saved on this device will have access to your CIBC FirstCaribbean account i. Open your Mobile App on your device ii. Select the Fingerprint icon at the bottom of your screen iii. Follow the instructions on your phone to access the app 53. Who do I contact if I need help? A: You can contact our Customer Service Centre via care@cibcfcib.com or via telephone at 1 866 743 2557. Page 9 of 9