Frequently Asked Questions

General Banking Online

Log In Assistance

Transfer Funds

Bill Pay Online

Add/Remove Accounts

Transaction Image Retrieval

Monthly Internet Statements Account List

Customer Service

What are the fees for Banking Online?
Banking Online, including Bill Pay Online, is free.
Is Banking Online secure?
Absolutely. Each time you log in to Banking Online, one secure connection is opened to the bank. This connection is protected using Secure Sockets Layer (SSL) 3.0, a security protocol that prevents eavesdropping, tampering, and message forgery over the Internet. Additional protection is provided using firewall technology. Firewalls monitor all data traffic to and from First Horizon, ensuring that only known users are able to gain access.
After I sign up, when will I see my accounts online?
Customers enrolling in Banking Online with a First Check or ATM Card and PIN immediately see accounts linked to the card upon log in. Transactions for those account become available 24 business hours after enrollment. By submitting an add accounts request within Banking Online, you can add accounts to your banking online service that are not linked to your First Check/ATM card. These requests will be processed within 2 business days after we receive your request.
What is required to use Banking Online?
Banking Online requires a First Horizon checking, savings, credit card or home equity line of credit account and Internet access with a 128-bit encrypted browser.
Banking Online with Microsoft Money requires a currently supported version (current versions) in addition to a First Horizon checking, savings, credit card or home equity line of credit account and Internet access.
Banking Online with Quicken requires a currently supported version (current versions) in addition to a First Horizon checking, savings, credit card or home equity line of credit account and Internet access.
Which accounts can I access through Banking Online?
You can view balances and transactions for checking, savings, credit card and home equity lines of credit. You can view balances for CDs, individual retirement accounts (IRAs), installment loans, mortgages, and brokerage accounts.
How current is the Banking Online balance information?
The current balance displayed is the closing information from the previous business day. The available balance displayed includes ATM transactions, transfers, point-of-sale and First Check transactions completed throughout the day and online bill payments created on the current day. Available balance also includes First Banking Reserve (overdraft protection).
Why is my account balance surrounded by parentheses?
Parentheses denote a negative balance for checking and savings accounts. For credit accounts, installment loans, and mortgages, parentheses indicate a balance due.
Can I use Banking Online from more than one computer?
Yes. Since Banking Online is accessed through the Internet, you can use it from any computer with Internet access and a 128-bit encrypted web browser.
What is the difference between Banking Online, Microsoft Money, and Quicken?
With Banking Online, your Banking Online is done through your Web browser. With Microsoft Money and Quicken, Banking Online is done through software installed on your computer. Note: Microsoft Money and Quicken must be purchased by the customer.
Can I nickname accounts to tell them apart from each other?
Yes. After logging into the Online Bank, select the "Edit Account Nicknames" link which is located above the Current Balance column of the Deposit and Investment Accounts Summary section, or above the outstanding balance column of the Credit Accounts Summary section. In the page that opens, type the new nickname(s) in the text field titled Account Nickname. Click Continue. Review the changes and click Save Nicknames. The new nickname will now be displayed in the appropriate account list.
Which Banking Online services can I use with a Macintosh?
Macintosh users can access accounts online with Banking Online and Quicken for Mac. At this time Microsoft Money requires Microsoft Windows.
What if I forget my User Name and Password?
To receive the password hint you created at enrollment, submit your user name on the Password Hint form on the Password Help page. If your hint doesn't help, please contact Customer Service. After confirming your identity, your User Name and Password can be reset.
Can I use the same User Name and Password for Banking Online, Microsoft Money, and Quicken?
Yes. Your User Name and Password is the same for all Banking Online services supported by First Horizon.
What is the purpose of the Random Third Question?
The Random Security Question adds an extra factor making it much harder for unauthorized people to log in to your account. These questions are based on information we already have about you on file, so you already know the answers!
What is the purpose of a Trust Word?
The Trust Word is a way for us to verify our identity to you. It is a word or phrase of your choosing that we will show each time you log in. When you see your Trust Word, you will know you are on the genuine First Horizon web site.
What types of accounts can I transfer funds to and from?
Account Type Transfer From Transfer To
Checking Yes Yes
Savings Yes Yes
Add-On CD No Yes
Credit Cards Yes Yes
Home Equity Lines of Credit Yes Yes
Home Equity Loans No Yes
Personal Lines of Credit Yes Yes
Installment Loans No Yes
Mortgage Loans No Yes

NOTE: All other accounts are not eligible for Banking Online Transfer function.

When are funds available after they are transferred?
The availability of funds after a transfer depends on two factors: the type of account into which funds are transferred and the time the transfer occurs. Refer to the following table for details.
Account type into which funds are transferred Funds transferred
Monday through Friday
6:00 AM - 5:00 PM		 Funds transferred
Monday through Friday
5:00 PM - 6:00 AM
or anytime during the weekend
  • Checking
  • Savings
  • Add-On CD
 Immediate Immediate for Banking Online transactions. Funds are not available to clear checks until the next business day.
  • Mortgage Loans
  • Installment Loans
  • Home Equity Loans
  • Personal Lines of Credit
 Next Business Day 2 Business Days
  • Credit Cards
  • Home Equity Lines of Credit
 2 Business Days 3 Business Days
How will I know if a transfer was successful?
You receive a confirmation number when we successfully receive your transfer request. If system maintenance occurs at the time of your transfer, you might not see the transfer in your account history, but you will see the change in your available balance. These transfers are added to your account history during nightly processing on the next business day.
What bills can I pay through Banking Online?
You can pay practically anyone using Banking Online - both businesses and individuals within the continental United States. The only payments not eligible for the service are those for alimony, child support payments, tax payments, and other court-directed or government payments, fines, and penalties. We do not recommend using Bill Pay Online services to fund brokerage or investment services.
What can I do to ensure my payments are made on time?
  • Before making a payment, verify your payee's address and account information.
  • Use the payee name and address shown on your statement or coupon book. If your payee has a separate address for non-standard payments, use that address.
  • Schedule your payment at least 5 days before the due date.
  • Review your monthly paper statements to ensure your payee's address or account number has not changed.
  • Schedule your payments so processing will occur after pending deposits have been credited.
  • Utilize the list of "Common Payees" whenever you can.
How quickly are bills paid?
To guarantee on time payment delivery, you will need to enter the processing date of your very first payment to be at least 6 business days before the actual due date and all other payments at least 5 business days before the actual due date.
Note: The due date is the day your payment must be received by the payee, not including your grace period.
Tip: To get a feel for Bill Pay Online, you may want to send a payment to yourself. You will see what the check looks like and that all of the pertinent information the payee needs is on the check, such as your name, address and account number. Of course, many payments are made electronically.
When are funds withdrawn from my account for a bill payment?
For same day payments scheduled before 5:00 P.M. central time, funds are withdrawn immediately. For future dated payments (single and recurring), funds are withdrawn on the payment date. If the scheduled payment date is a non-business day or holiday, funds are withdrawn the following business day.
How can I verify a bill payment?
To receive a proof of payment, the fee is $3.00 for customers and FREE for payees. You can request a proof of payment by submitting a Bill Pay Online Claim online.
What happens if I do not have the funds available when I schedule my payments to be processed?
If funds are unavailable on the day of the scheduled payment, the payment will not be sent. We will reattempt to send the payment for up to three consecutive business days. If funds are unavailable for all these attempts, the payment will not be sent. Failed payments will not affect subsequent recurring payments.
What if a bill is not paid or is late?
When you follow the guidelines above, we guarantee your payments will be received on time. If you follow the guidelines and your payment was not received or was late, call Customer Service or submit a Bill Pay Online Claim online. Any late fees up to $50 per occurrence will be refunded. If a payment posts late due to a payee's delay in processing, First Horizon cannot be held accountable for the late fees.
Can I stop a bill payment after I have initiated it?
If your payment was sent electronically or has been cashed by the payee, a stop payment request cannot be processed. We cannot guarantee this stop payment for 24 hours. Same day bill payment processing begins immediately after you initiate it. Therefore, once a same day payment request is completed, it cannot be modified or deleted by you or First Horizon. Future dated payments can be modified or deleted until 5:00 PM Central time on the date scheduled to be processed. Stop payments can be placed on payments that have already been processed for a fee of $20. Because the initial bill payment request will be sent, it may take up to five business days for funds to be returned to your account. The payee may assess a returned check fee for the stop payment, for which First Horizon will not be responsible.
How are bill payments processed?
The majority of online bill payments will be processed electronically. However, some payees do not have the appropriate systems to receive electronic payments; therefore, they will receive a paper check. First Horizon's bill payment provider is continually working with payees to establish an electronic relationship.
Can payments be made automatically?
Yes. You can set up recurring payments for payees when you know in advance the amount and frequency of the payment. Choose the "Repeating Payments" tab under the section labeled Bill Pay Online.
What are Payee Nicknames and how do they work?
Payee Nicknames help you differentiate between two payees with the same name but have different account numbers (example: you have two credit card bills from the same company). Payees are listed alphabetically by Payee Nickname, but the Payee Name is used when the actual payment is sent.
What is the list of "Common Payees?"
For your convenience, the payees most used by our Bill Pay Online customers are maintained in a list of "Common Payees." This list makes payee set up faster, easier, and eliminates all the double guessing about your payee's billing information.
Microsoft Money asks me for a "due date" for my Bill Pay Online payments. What date should I enter?
The date that Microsoft Money calls the "Due Date" is actually the date we begin processing the payment, not the date it is due to arrive at the Payee. When scheduling Bill Pay Online payments in Money, you should set the "Due Date" to five business days earlier than you actually want the payment to arrive. For first time payments to newly created payees, you should set the "Due Date" to ten business days. For details on bill payments, lead times, and other Banking Online guidelines, you can review our Banking Online Agreement.
Can I pay a bill using my credit card account?
Yes, but when making a bill payment from a credit card it is considered a cash advance and will be charged the cash advance finance charge as stated in your credit card agreement.
How do I remove accounts from Banking Online?
If you are already enrolled in Banking Online, you can add new accounts by logging into Banking Online and clicking the "Add Accounts" tab under the section labeled Banking Online.
How do I remove accounts from Banking Online?
If you are already enrolled in Banking Online, you can remove accounts by logging into Banking Online and clicking the "Remove Accounts" tab under the section labeled Banking Online.
How do I view cancelled checks online?
You may retrieve check and deposit slip images in two ways:
  1. If the number under the Ref.#-Chk.# heading in the Account Activity screen is underlined or displays as a link, clicking on the number will allow you to view and print a copy of your check or deposit slip. Note: Clicking a deposit link will allow you to select for retrieval the images of the deposit ticket.
  2. To search for and view cancelled checks and deposit slips online, click "Banking Online" on the left side of the Primary Navigation Bar. Then click "Search Transactions" on the Secondary Navigation Bar. Click the link for "Search Checks/Deposits". This will take you to a page where you can search for and print check or deposit images. This service is especially useful when the transaction is more that six months old.
What are Pending Images?
Click on "Banking Online" on the left side of the Primary Navigation Bar. Then click "Search Transactions" on the Secondary Navigation Bar. Click the link for "Search Checks/Deposits". Click the link for "View previously requested checks and deposits". The page that is loaded will display the images retrieved by the system at your request.
What is the difference between Banking Online and Monthly Statements Online?
Banking Online is a method of accessing your Banking Online services including bill payment, funds transfer, real time transactions and up to date balances. Monthly Statements Online is a method of accessing your monthly account statement online instead of through paper-generated statements received by mail.
Do I have to be enrolled in Banking Online to receive Monthly Statements Online?
Yes. Enrollment in Banking Online is required to receive Monthly Statements Online. Why are no accounts listed when I log into Monthly Statements Online?
Do I have to receive Image Statements to receive Monthly Statements Online or what are the specifications for Monthly Statements Online?
Currently, you must be set up for Image Statements (image copies of your checks) or Truncated Statements (i.e. Savings account statements), and you must be a Banking Online customer to receive your statements online.
Currently, I get cancelled checks in my monthly statements. Can I receive Monthly Statements Online and my cancelled checks?
No. You must receive image copies of your cancelled checks to be set up for Monthly Statements Online. If you currently receive cancelled checks with your statement, you need to switch to Image Statements before you can enroll in Monthly Statements Online. To do this, either call Customer Service or send us an e-mail.
Does Monthly Statements Online replace my Paper Statements, and when should I receive my first statement online?
While our systems convert your account from paper statements to Monthly Statements Online, you may continue receiving paper statements for an additional statement cycle. After this transition period, you will no longer receive paper statements.
Can I receive statements on paper and on the Internet?
No. Once you enroll in Monthly Statements Online, you will no longer receive paper statements.
Can I receive my Basic Business account statements online?
Yes. You can receive Monthly Statements Online for Small Business and Basic Business accounts.
How long are monthly statements kept online?
After you enroll in Monthly Statements Online, your monthly statements will accumulate on the system and will remain available for 16 months. Monthly Statements received by mail prior to your enrollment will not be available on the Monthly Statements Online site.
Why are no accounts listed when I select Monthly Statements Online?
Usually, this means that you recently enrolled, but because your monthly statement cycle hasn't ended since you signed up, your monthly statement is not ready yet. Depending on when you enroll relative to your monthly statement cycle, it could take an additional statement cycle before you get an e-mail notifying you that your statement is ready. If you do not see any accounts listed after one statement cycle, please call Customer Service or send us an e-mail, and we will assist you.
How do I add additional accounts to the Monthly Statements Online system?
After logging into the Online Bank, click Monthly Statements in the Primary Navigation bar. Next, click "Receive Monthly Statements Online for other accounts". Verify that a check is in the box to the right of the accounts whose statements you wish to receive online. Click Continue. Read and accept the Electronic Disclosure Including Monthly Statements Online. Click the back button in the verification page to be returned to the account list for Monthly Statements.
How do I view a list of my deposits or withdrawals?
Log in to Banking Online, click on Monthly Statements Online, and select the account for which you need to see deposits or withdrawals. After the monthly statement loads, click on "View Deposits Only" or "View Withdrawals Only".
How do I view an image of my cancelled check?
Log in to Banking Online and click Monthly Statements Online. Click on the account number of account you used to fund the check. Locate the check number you want to view, and click on it. You'll then see images of the front and back of that check.
How do I update my e-mail address for my Monthly Statements Online?
Log in to Banking Online and click Customize Settings. On the page that loads, enter your new e-mail address. Note: Your monthly statement notifications will be sent to the first e-mail address in your settings.
I have not received an e-mail this month letting me know my statement is available. What should I do?
We send you an e-mail when your statement cycle ends and your statement is ready for you to view. If you do not receive your e-mail notification each month, please verify that we have your correct e-mail address. To do this, log in to Banking Online and click Customer Settings. Once the page loads, verify your e-mail address. Note: Your monthly statement notifications will be sent to the first e-mail address in your settings. If the address is wrong, you can correct it on this screen. If the address is correct, please call Customer Service for assistance.
Into what file types can I download my Monthly Statements Online?
You can download your statements into the following file types: Comma Separated Value or PDF (must have Adobe Acrobat Reader).
What is the difference between Traditional Layout and Printer Friendly Format?
The Traditional Layout provides a detailed analysis of all account activity for the statement cycle. The Printer Friendly Format contains the same information as the Traditional Layout, but does not include as many graphics, so it requires less toner or ink when printing.
What types of self-service requests can I do from Banking Online?
  • Add Banking Online accounts
  • Add bill payment to your existing Banking Online service
  • Bill Pay Online claim
  • Change address
  • Reorder checks
  • Replace First Check® Visa® debit card or credit card
  • Remove Banking Online accounts
  • Request a cleared check
  • Request current PIN
  • Request loan payoff
  • Request online delivery of statements
  • Request statements
  • Stop Payments
    • Banking Online customers can now request a stop payment through First Horizon's online banking. All other customers should call Customer Service and follow the prompts, or visit any First Horizon Financial Center.
  • Transactions Dispute

Financial products and services are provided by First Horizon Bank, a division of First Tennessee Bank National Association, Member FDIC.



File: dsp_RightColumn.cfm

Expression

Element FHNC_LOCATION is undefined in COOKIE.

The contents of the tag stack are:
1: ?? (377,0) /opt/GenWebSites/www.firsthorizon.com/global/dsp_RightColumn.cfm
2: CFINCLUDE (126,0) /opt/GenWebSites/www.firsthorizon.com/lay/lay_2006.cfm
3: CFINCLUDE (286,0) /opt/GenWebSites/www.firsthorizon.com/fbx_fusebox30_CF50_nix.cfm
4: CF_FBX_FUSEBOX30_CF50_NIX (258,0) /opt/GenWebSites/www.firsthorizon.com/fbx_fusebox30_CF50_nix.cfm
5: CF_FBX_FUSEBOX30_CF50_NIX (1,0) /opt/GenWebSites/www.firsthorizon.com/fbx_fusebox30_CF50_nix.cfm
6: CF_FBX_FUSEBOX30_CF50_NIX (1,0) /opt/GenWebSites/www.firsthorizon.com/fbx_fusebox30_CF50_nix.cfm
7: CFINCLUDE (51,0) /opt/GenWebSites/www.firsthorizon.com/index.cfm

Timestamp: 08/27/2008 at 22:27:51

Server: www.fhel.com