Click on a problem below for information and suggestions related to that problem. Or choose an item from the menu to the left.

If this area does not provide the information you are looking for, select the feedback option in the menu to the left, and send us a description of your problem.

1. I've forgotten my Sign-On ID and/or Pass Code.
2. I've requested an Account to be added, but it doesn't show up in my Account Summary.
3. When I click on the Register of an account, the register shows no transactions.
4. While working with the First Federal Online Banking, I am occasionally presented with an ALERT screen.
5. There is a transaction in my register that I don't recognize.
6. The information in my register doesn't appear to be up-to-date.
7. I've scheduled a payment or transfer and it has not been made.

Problem #1

I've forgotten my Sign-On ID and/or Pass Code.

Recommendation:

If you have forgotten your Sign-On ID, send a feedback message stating this fact to the Support Desk. Be sure to include your name with the message. You will then be contacted to verify your identity. Upon verification, this information will be presented to you again.

 

If you have forgotten your Pass Code, enter your Sign-On ID, then click on the "forgot your password" link and follow the prompts.  An auto-generated One Time Code (OTC) will be sent to the email address you have saved in the system and is valid for 3 minute(s). If you enter the valid One Time Code in the stipulated time, a new randomly created password will be emailed.

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Problem #2

I've requested an Account to be added, but it doesn't show up in my Account Summary.

Recommendation:

When you request an account to be added, the request is placed in a queue for verification. Your account will be added by the next business day.

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Problem #3

When I click on the Register of an account, the register shows no transactions.

Recommendation:

Posted transactions to your account are tracked by the system from the point of enrolling or adding the account. So, as time goes by, transactions will begin to show in your register. If you have had transactions in your register in the past, and they are no longer showing, send a message to the Support Desk, or call us at 217.356.2265 and the matter will be researched. 

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Problem #4

While working with the First Federal Online Banking, I am occasionally presented with an ALERT screen.

Recommendation:

First Federal Online Banking will automatically sign you out if you have remained idle for a period of time. This is done in case you have forgotten to sign-off of the system. If you are idle on a particular page for a while, the system may interpret this to mean that you have left the system and will subsequently sign you off. When you then request your next page, you will be presented with the ALERT screen and you will need to sign back on again.

If you have not been idle for any period of time and you receive the ALERT screen, this may be caused by your browser's cookie configuration (see the previous problem).

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Problem #5

There is a transaction in my register that I don't recognize.

Recommendation:

If there is a transaction in your register that you don't recall making or creating, send a message to the Support Desk, specifying the transaction information, and the issue will be researched.

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Problem #6

The information in my register doesn't appear to be up-to-date.

Recommendation:

First Federal Online Banking is updated in real time for every transaction you make in person.  All other transactions, like checks you've written or automatic debits and credits, post in the morning. Transactions made on Sundays and holidays will not post to your account until the next business day.

If you feel that an item has cleared but is not showing in your register, send a message to the Support Desk, specifying the transaction information, and the issue will be researched.

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Problem #7

I've scheduled a payment or transfer and it has not been made.

Recommendation:

If your payee has not posted the payment to your account within a few days of receiving it, send a message to the Support Desk to inquire about the status of the payment.

Be sure to provide the item's reference number (the reference number is displayed on the Register screen under the "Num" column). The payment/transfer will then be traced and a status response will be sent to you.

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