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Personal Online Banking Support

We've compiled a list of the most common questions to help provide support. Simply click on the individual issue listed below to see a solution. If there is a problem you are experiencing that isn't in this list, please call us toll-free at 1-888-752-3332 or use our contact form.

 

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How secure is Personal Online Banking?

Personal Online Banking utilizes the latest in Internet security protection including 128-bit encryption. For more information, see our Security and Online Guarantee.


Can I share my I-Bank, Personal Online Banking access with others such as my spouse or children?

No, for security reasons each individual customer must enroll for I-Bank, Personal Online Banking separately and establish their own individual Access Credentials (Access ID, Passwords, Security Questions, etc.). Each individual is solely responsible for the security of their Access Credentials and for any transactions authorized using their Access Credentials.


How do I change my Password?

  • Once you have logged into Personal Online Banking, click the Options button on the top menu bar.
  • Locate the Password section and click Edit.
  • Type your current Password.
  • Type in your new Password. (Note – needs to be a minimum of 6 characters and a maximum of 17. Can be alpha, numeric, or a combination and is case sensitive)
  • Retype your new Password in the “Confirm New Password” box.
  • Click the Submit button.

What happens if I type my Password incorrectly?

If you type your Password incorrectly three or more times at the Authentication Image screen, you will be locked out of Personal Online Banking. In this case, please contact Customer Support. After verifying your identity, your account will be unlocked, re-allowing access to Personal Online Banking. Otherwise, the system will unlock automatically within one hour and 30 minutes.


How do I change my security information?

Changing your security information will allow you to select a different Authentication Image, Authentication Pass Phrase and Challenge Questions.

  • Once you have logged into Personal Online Banking, click the Options button on the top menu bar.
  • Locate the Security Data section and click the Edit button.

To change the Authentication Image:

  • Click the Change Image link under the current image.
  • Double click the Image of your choice.
  • Click the Submit button.

To change the Authentication Pass Phrase:

  • Double click the mouse in the Authentication Pass Phrase field and use the backspace button to delete the field.
  • Enter a Pass Phrase of your choice.
  • Click the Submit button.

Note: The Pass Phrase should not be the same as your Password. The Pass Phrase field requirements are a minimum of 1 character and maximum of 100. It can be alpha, numeric or a combination. It is not case sensitive.

To change Challenge Questions:

  • Select a Challenge Question from the drop down box.
  • Fill in the Answer field.
  • Once all questions have been answered, click the Submit button.

What is a Code Word?

A Code Word is a word that is assigned to your account as an added level of security. Your Code Word must be given before any information regarding your account is released.


How do I get a Code Word assigned to my account?

Please contact Customer Support at 1-888-752-3332, M-F, 7:30am-6pm MST


How long is my account history maintained?

You may only access the transaction history on your current and previous account statements; this information is maintained for approximately 45 days. However, customers are able to access full statements under the “Documents” button with a history of one year from present time.


How do I view my account balances?

Your account balances can be viewed by using the View Accounts option. This will allow you to select an individual account or all of them by selecting Account List.

  • Once you are logged into Personal Online Banking, click the View Accounts button.
  • The Account Information page will display the Account Type, the last four numbers or digits of the Account Number, Current Balance, and Available Balances for all of your accounts.

How do I view account transactions?

  • Once you have logged into Personal Online Banking, select desired account from the View Accounts drop down list.
  • Select Transactions from drop down list.
  • You can select Previous Statement, Current Statement, Recent Transactions, Current Business Day, Transactions Menu, or Export Transactions from the drop down list.

How can I view a specific check?

  • Once you have logged into Personal Online Banking, select desired account from the View Accounts drop down list.
  • Select Transactions from drop down list.
  • Choose Previous Statement, Current Statement, Recent Transactions, or Current Business Day from drop down list.
  • Click the hyperlink of the check number to view the check.
  • You can view both the front and back of the check.
  • The check image can be printed so you have a paper copy for your research or files.

Can I search for a specific check?

  • Once you have logged into Personal Online Banking, select desired account from the View Accounts drop down list.
  • Select Transactions from drop down list.
  • Select Transaction Menu from drop down list.
  • Locate the Image Search section.
  • Input the Check Amount.
  • Input the Check Number (a required field).
  • Click the Display button.
  • You can view both the front and back of the check.
  • The check image can be printed so you have a paper copy for your research or files.

Can I search for a specific amount?

  • Once you have logged into Personal Online Banking, select desired account from the View Accounts drop down list.
  • Select Transactions from drop down list.
  • Select Transaction Menu from drop down list.
  • Locate the Transaction Search section.
  • You can search for a specific check or series of checks.
  • Input the check number or a series of check numbers.
  • Input the amount of the check and/or the date the check cleared your account.
  • Click the Display button.

How do I download my banking information?

Personal Online Banking information can be downloaded to Quicken, QuickBooks, or in comma delimited format.

To download your banking information:
  • Once you have logged into Personal Online Banking, select desired account from the View Accounts drop down list.
  • Select Transactions from drop down list.
  • Select Export Transactions from drop down list.
  • Either select the cycle or input the date range.
  • Select the desired Export Format from the drop down.
  • Click the Export button.

Note: Transactions available for download are current and previous statements only.

If you have problems downloading the information into your financial software, CONTACT THE CUSTOMER SERVICE REPRESENTATIVE OF YOUR SOFTWARE COMPANY.

If you are interested in downloading your transactions from within your money management software, we offer Direct Connect.


For what accounts is funds transfer available?

Funds transfer is available between checking and savings. Payment transfers can be made to loans, including AdvanceLine and Overdraft Protection. Transferring a mortgage payment is not an available option at this time.


How do I transfer funds between accounts?

  • Once you have logged into Personal Online Banking, locate the Express Transfer section.
  • Select the transfer from Account Number from Transfer From drop down box.
  • Select the transfer to Account Number from Transfer To drop down box.
  • Enter the amount in the Transfer Amount field.
  • Click the Next button.
  • Review Transfer information.
  • Click the Submit button.
  • View and print the Transfer Confirmation screen.

Note: Transfers after 6:00pm MST will be processed the next business day.

If you want to set up a recurring transfer:

  • Once you have logged into Personal Online Banking, locate the Express Transfer section.
  • Click the Advanced Scheduled Transfers link.
  • Select the transfer from Account Number from the New Scheduled Transfer for drop down box.
  • Select the transfer to Account Number from Transfer To drop down box.
  • Select a Frequency other than On-Demand.
  • Input the amount to be transferred.
  • Enter the date you would like the transfer to begin.
  • Enter the number of times you would like the transfer to occur (1 to 999).
  • A description may be added but is not required.
  • Click the Submit button.
  • View and print the Scheduled Transfer Confirmation screen.

Note: Transfers after 6:00pm MST will be processed the next business day.


How do I make a transfer from my First Interstate Bank account to another financial institution?

First Interstate Bank’s Personal Online Banking service does not yet offer an option to transfer funds to non-First Interstate Bank accounts.


How can I make a loan payment?

  • Once you have logged into Personal Online Banking, locate the Express Transfer section.
  • Select the transfer from Account Number from Transfer From drop down box.
  • Select the transfer to Account Number from Transfer To drop down box.
  • Enter the amount in the Transfer Amount field.
  • Click the Next button.
  • Review Transfer information.
  • Click the Submit button.
  • View and print the Transfer Confirmation screen.

Note: Transfers after 6:00pm MST will be processed the next business day.

If you want to set up a recurring transfer for a loan payment:

  • Once you have logged into Personal Online Banking, locate the Express Transfer section.
  • Click the Advanced Scheduled Transfers link.
  • Select the transfer from Account Number from the New Scheduled Transfer From drop down box.
  • Select the transfer to Account Number from the Transfer To drop down box.
  • Select a Frequency other than On-Demand.
  • Input the Amount to be transferred.
  • Enter the date you would like the transfer to begin.
  • Enter the number of times you would like the transfer to occur (1 to 999).
  • A description may be added but not required.
  • Click the Submit button.
  • View and print the Scheduled Transfer Confirmation screen.

Note: Transfers after 6:00pm MST will be processed the next business day.


How do I cancel a scheduled transfer?

  • Once you have logged into Personal Online Banking, select desired account from the View Accounts drop down list.
  • Select Transfers from drop down list.
  • Select Transfer List from drop down list.
  • Locate the Transfer you wish to delete.
  • Click the Delete button.
  • Review the Scheduled Transfer being deleted and click Submit.

What if I pay more than the payment amount on my simple interest loan?

If you pay more than your regular loan payment, the interest you owe will be paid to the date your payment is posted and the difference will be credited to your principal balance. Your next regular payment due will be reduced by the amount of your additional payment.


How do I initiate a stop payment?

  • Once you have logged into Personal Online Banking, select desired account from the View Accounts drop down list.
  • Select Stop Payment from drop down list.
  • Select Add Stop Payment from drop down list.
  • Enter the requested information in the Stop Payment Request box.
  • Click the Next button.
  • Review the Stop Payment request.
  • Click the Submit button.

Federal regulations recognize the use of a Password in electronic banking to stand in for an authorized signature. Therefore, when a stop payment instruction is received, it will be input but no form will be sent to you for a signature.

Note: Stop Payments after 6:00pm MST will be processed the next business day. Personal Online Banking Stop Payments are limited to paper checks only. To place a stop payment on an ACH or electronic item, please contact Customer Support or contact your local branch.


Can I order checks online?

  • Once you have logged into Personal Online Banking, select desired account from the View Accounts drop down list.
  • Select Order Checks from drop down list.
  • A new browser window will open and an example of the last checks you ordered will appear on the middle top portion of your screen.
  • Follow the six easy steps on the left side of the screen to modify your checks, change check styles, and submit your check order.
  • Your new checks will arrive within two to three weeks.

How do I change my e-mail address?

  • Once you have logged into Personal Online Banking, click the Options button on the top menu bar.
  • Locate the E-Mail section and click Edit.
  • Enter your New E-mail Address.
  • Confirm your New E-mail Address.
  • Click the Submit button.

How do I contact the Customer Service Representative securely?

Secure messages are a method for you to send information in a secure environment to a Customer Service Representative.

  • Once you have logged into Personal Online Banking, scroll down to the bottom of the Account Summary page.
  • Locate the Messages section.
  • Click the Mailbox hyperlink.
  • A new browser window will open providing you access to First Interstate Bank's Secure Messaging System.
  • Click the Create New Message link located at the bottom of the page.
  • Enter the subject.
  • Enter the message.
  • If Urgent, check the Check box if Urgent box.
  • Click the Send button.
  • Click the Close SMS button at the bottom of the page to exit of the Secure Messaging System.

How do I know if I have a message?

  • Once you have logged into Personal Online Banking, scroll down to the bottom of the Account Summary page.
  • Locate the Messages section.
  • Click the Mailbox hyperlink to view messages.
  • A new browser window will open, providing you access to the Secure Messaging System and a listing all of your messages.
  • Click the Subject line to open message.
  • Click the Close SMS button at the bottom of the page to exit the Secure Messaging System.

How do I get my messages?

  • Once you have logged into Personal Online Banking, scroll down to the bottom of the Account Summary page.
  • Locate the Messages section.
  • Click the Mailbox hyperlink to view messages.
  • A new browser window will open, providing you access to the Secure Messaging System and a listing all of your messages.
  • Click the Subject line to open message.
  • Click the Close SMS button at the bottom of the page to exit the Secure Messaging System.

How do I reply to my messages?

  • Once you have logged into Personal Online Banking, scroll down to the bottom of the Account Summary page.
  • Locate the Messages section.
  • Click the Mailbox hyperlink to view messages.
  • A new browser window will open, providing you access to the Secure Messaging System and a listing all of your messages.
  • Click the Subject line to open message.
  • Click Reply, to reply to the message.
  • Enter the reply message.
  • Click the Reply button.
  • Click the home button to return to the Secure Message System home page.
  • Click the Close SMS button at the bottom of the page to exit the Secure Messaging System.

How do I delete messages?

  • Once you have logged into Personal Online Banking, scroll down to the bottom of the Account Summary page.
  • Locate the Messages section.
  • Click the Mailbox hyperlink, to view messages.
  • A new browser window will open providing you access to the Secure Messaging System and a listing all of your messages.
  • Check the box next to the messages you want to delete.
  • Click the Delete Selected Messages button.
  • Click the Close SMS button at the bottom of the page to exit the Secure Messaging System.

How do I add additional accounts for viewing on Personal Online Banking?

All of your accounts should be automatically added to Personal Online Banking as new accounts are opened. If you need additional accounts added, please contact Customer Support.


How do I delete an account from viewing on Personal Online Banking?

Accounts are automatically removed from Personal Online Banking when they are closed. If you need an open account removed from Personal Online Banking, please contact Customer Support.


How can I change my viewing screen size?

If you would like to change the viewing size of your screen:

  • Click the Start button on your pc desktop.
  • Open Control Panel.
  • Open Display.
  • Click the Settings tab.
  • Change your screen size to 600 x 800 or the size that works best for your monitor and viewing capability.
  • Click the Apply button.
  • Click the Ok button.

When are my transactions posted?

Personal Online Banking shows transactions in real-time so you will see each transaction as it is posted. You will not be able to see check items that will be posting for the business day.


What kind of information will I be able to view on my mortgage account?

The information currently available on mortgages is:

  • Payment Information
  • Current Information
  • Regular Payment Amount
  • Current Interest Rate
  • Next Payment Due Date
  • Taxes Paid Year-To-Date
  • Accrued Late Charges
  • Insurance Paid Year-To-Date
  • Principal Balance
  • Principal Paid Year-To-Date
  • Interest Paid Year-To Date
  • Interest Paid Previous Year
  • Taxes Paid Previous Year
  • Insurance Paid Previous Year

As we work to integrate our software systems, more mortgage information will become accessible in Personal Online Banking. You can arrange to make automatic payments for your mortgage by contacting your local branch. You may also make payments at any First Interstate Bank branch or pay your mortgage with Online Bill Pay offered in Personal Online Banking.


Can I apply for a loan and/or credit card online?

Yes, you can apply for a loan and/or credit card online.

  • Go to www.firstinterstatebank.com.
  • Click Online Services.
  • Click Online Applications.
  • Click the application hyperlink for the desired application.
  • Complete the application.
  • Click the Send button located at the bottom of the application.
  • It will take one business day to receive a response to your application.

How do I apply for personal bill payment?

The first step to becoming an Online Bill Pay customer is to join Personal Online Banking. If you are already an Personal Online Banking customer, follow these steps:

  • Once you have logged into Personal Online Banking, select desired account from the View Accounts drop down list.
  • Select I-Pay.
  • Enter your valid e-mail address.
  • Click the Submit button.
  • Read and Accept the Terms and Conditions.
  • Click the Get Started button.

A verification e-mail will be sent to you. You will receive an account activation email within 24-48 business hours.


How do I access my personal bill pay account?

  • Once you have logged into Personal Online Banking, select desired account from the View Accounts drop down list.
  • Select I-Pay from the drop down list.

Why do some pending transactions made with a Debit Card register for a different amount than the actual?

Pending transactions are transactions that are presented to the Bank during the current business day or after the processing cut-off time for the previous business day (which varies between 2:00pm and 4:00pm MST). Pending transactions may include a variety of items, including direct deposits, ACH items, ATM transactions, and Debit Card transactions. When these items are presented to the Bank, they are "memo" posted to your account. The transactions will permanently post to your account, generally, in one to three days depending on the item. When the amount is "memo" posted to your account, your account balance reflects these items. Your account will be increased by any deposit transaction and decreased by any withdrawal. Some transactions may cause a little confusion as to the way they are posted, Debit Card transactions in particular. There are several instances where a Debit Card transaction may "memo" post for an amount that is different than the actual purchase price. The authorization process used by the merchant determines the amount the "memo" posts to your account. The following is a detailed description of authorization practices in six major categories.

Restaurants

When you receive the bill and present your Debit Card for payment, the tip amount has yet to be indicated. The waiter or cashier obtains authorization for an amount that adds an estimated tip (usually 20%) to the base bill. After authorization, the waiter presents the purchase slip for signature. At this point, you add a tip and total the bill. This final total may be for more or less than the estimated amount for which the restaurant obtained the authorization. The estimated total could stay on the system for one to three days until the clearing item for the amount actually charged reaches the Issuer (FIB). You may become aware of the difference between the authorized amount and the actual amount through Telephone Banking, ATM inquiry or Online Banking inquiry.

Gas Stations

When you present your Debit Card at a gas pump, the actual amount of gas you are purchasing is not available at the time you swipe your card. In order for the system to provide an authorization, an amount must be present. Since the amount of the purchase is not known until the gas has been pumped, an amount determined by the gas station is transmitted. The amount may vary and could be as high as $100. In most cases, the gas station will send an authorization for $1.00. The estimated total could stay on the system for one to three days until the clearing item for the amount actually charged reaches the Issuer (FIB). You may become aware of the difference between the authorized amount and the actual amount through Telephone Banking, ATM inquiry or Online Banking inquiry.

Hotels

When you present a Debit Card at registration, the clerk or cashier requests an authorization for an amount based on your expected length of stay. An additional amount may be added to the room rate to cover other guest services, such as movies or parking. Many are not aware of the exact amount authorized or that your financial institution may place a hold for that amount. If you check out early, stay an extra night, or use more hotel services than estimated, the actual transaction amount (incoming clearing item) could differ significantly from the authorization memo posted amount. In some cases, the authorization memo posted amount could limit your purchasing power or funds availability. You may become aware of the difference between the authorized amount and the actual amount through Telephone Banking, ATM inquiry or Online Banking inquiry.

Telephone Order and Online Retailers

You provide the order information, and then the retailer adds any applicable tax and shipping and computes the total amount. You provide the Debit Card number, expiration date, and billing address. The billing address for a Debit Card is the statement address for the linked checking account. Merchants are required to ask for a billing address. The authorization process for a telephone or online order requires that your financial institution approve both the dollar availability and the billing address. If the billing address given to the merchant is not the same as the one shown on your statement, the transaction may be denied, even if funds are available in your account. The request for authorization from your financial institution is rarely made when you are on the telephone or online. Since the authorization process is usually done after you have completed the telephone call or signed off the website, the purchases can be denied at authorization for a number of reasons including daily limits, funds availability, a hold on a recent deposit, or a billing address mismatch. If you have recently moved, you may give a correct, but new, billing address that will not match your institution's records. It's also easy if you receive your statement at the office, a P.O. Box, or other non-home location to misunderstand the request for billing address and provide a home or "ship to" address. This triggers a mismatched address denial.

Airlines

Airline authorizations can cause concerns in a number of ways. The ticketing agent adds up the amount of all tickets being purchased by a customer and requests authorization for the total. However, because airline accounting and tracking is based on individual tickets, your Debit Card statement will show prices for individual tickets, not the total amount. Fees for changing a ticket will also be shown separately on the statement. Seeing a number of individual purchases for the same amount from the same airline can be confusing.

Store Retailer

After you decide on the item(s) to purchase, the merchant adds the tax amount and requests authorization for the total amount. Once authorized, you sign the slip, and the transaction is completed. The authorization memo item and the clearing item are for the same amount. This type of transaction is a convenient and simple replacement for cash or a check, for both you and the merchant.


How do I view my credit card online?

You may view your credit card online in several different ways.

Option 1: If you are a Personal Online Banking customer

  • Once you have logged into Personal Online Banking, click on the credit card account number (will display as a hyperlink and will only show last four numbers of credit card).
  • You will be directed to www.mycardstatement.com.
  • Enter the username and password for your credit card account.
  • If you are a new user, click the Enroll Now button.

Option 2: If you are not a Personal Online Banking customer

  • Visit our homepage at www.firstinterstatebank.com.
  • Click the Looking for another login button underneath the Login button.
  • Click the Credit Card Cardholder Services option.
  • You will be re-directed to www.mycardstatement.com.
  • Enter the username and password for your credit card account.
  • If you are a new user, click the Enroll Now button.

How can I sign up for I-Statements?

If you are a new Personal Online Banking customer, you will be automatically prompted to complete your I-Statement enrollment. If you don’t receive this prompt or have declined it in the past, you can also enroll the following way:

  • Once you have logged into Personal Online Banking, click Options on the top menu bar.
  • Locate the eStatement Enrollment section and click Edit.
  • Check the box next to the account(s) you want Electronic Statements for.
  • Verify or Change your E-mail Address.
  • Confirm your E-mail Address.
  • Click the Electronic Statement Disclosures to read and agree to the terms and conditions.
  • Click the Accept button.
  • Note the message at the top of the options page informing you that your eStatement enrollment was completed successfully.

Once I have enrolled in Electronic Statements, where do I locate them?

You will receive an e-mail notification each time your I-Statement becomes available within Personal Online Banking. This notification is sent to you the day after the statement cycle has ended.

  • Once you have logged into Personal Online Banking, select desired account from the View Accounts drop down list.
  • Select Documents from the drop down list.
  • Click the Electronic Statements link in the Document Types box.
  • Click the link for the desired statement date in the Documents box.

How can I open a new account online?

  • Once you have logged into Personal Online Banking, scroll down and locate the Online Account Opening section.
  • Click the Apply Now link.
  • Complete steps for Account Selection.
  • Complete steps for Account Options.
  • Read and accept all required disclosures and agreements.
  • Complete steps for Applicant Information.
  • Complete steps for Identity Authentication.
  • Complete steps for Account Funding.
  • Print, Sign and Mail Account Agreements as directed.

Can I request a change of mailing address online?

You may request a change of mailing address online.

  • Once you have logged into Personal Online Banking, click Account Management button.
  • Click the Change of Address Request link.
  • Complete the change of address request and click Submit Application button.
  • You will receive a confirmation number and advised your address will be updated within 24-48 hours.

It has been longer than 6 months since I have logged into Personal Online Banking and I am unable to log-on?

For your protection, your Personal Online Banking account will expire after 6 months of inactivity. You will need to re-enroll for Personal Online Banking.

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