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Personal & Small Business Digital Banking FAQs
What is Digital Banking?
Digital Banking is both our online banking found at firsthorizon.com and mobile banking app found in your app store.
What are the fees for Digital Banking?
Digital Banking is free to sign up for and use. Go to firsthorizon.com, click on the red "Log In" Button at the top right, then click on Enroll Now.
After I sign up, when will I see my accounts online?
Once enrollment is complete and approved, accounts will be displayed in Digital Banking within 15 minutes. You will receive an email to confirm that your accounts are now available to view.
What is required to use Digital Banking?
A First Horizon Bank Checking, Savings, Credit Card, Home Equity Line of Credit, Installment Loan, Mortgage, CD, Add on CD, IRA, or Brokerage account.
Internet access with one of the latest version(s) of a 128-bit encrypted browser such as Chrome, Firefox, Safari, Edge, etc. or a mobile device with the latest operating system (OS).
Which accounts can I access through Digital Banking?
You can view balances and transactions for your First Horizon Bank checking, savings, add-on CDs, credit cards and home equity lines of credit. You can view balances for CDs, individual retirement accounts (IRAs), installment loans, and brokerage accounts. You can also view transactions and balances on accounts that you add into My Other Accounts from another online financial institution. See Account Aggregation FAQs for more details.
How current is the Digital Banking balance information?
The current balance displayed is the closing information from the previous business day. The available balance displayed includes wires, ACH, ATM transactions, debit card transactions, internal funds transfers, and online bill payments created on the current day. Total available balance also includes First Banking Reserve (if applicable). Available balances are immediately reduced by the authorized purchase amount.
Can I use Digital Banking from more than one computer or device?
Yes. Digital Banking can be accessed from multiple computers, as long as it is accessed using one of the latest version(s) of a 128-bit encrypted browser. Mobile Banking can be accessed using multiple devices as long as they are on a recent operating system and are not jail broken or modified in any way.
Why do I need to verify adding a new recipient or changing my contact information?
This is a feature that has been put in place for your security. This is to confirm that no one, besides you, is adding a new recipient in Bill Pay/Transfers or making changes to your contact information.
As an online banking user, am I eligible to use mobile banking as well?
Yes, when you enroll in Digital Banking, you are automatically enrolled for both online banking and mobile banking. Downloadable apps are available for iPhone®, iPad ®, and smartphones, or tablets for Android™ and Apple Watch. Visit the appropriate app store to download the First Horizon Bank Mobile Banking app; then you may use your Digital Banking user ID and password to log in.
What if I forget my user ID and password?
To recover your user ID, click the Forgot user ID link in the LOG IN drop down box on the top right side of any page on firsthorizon.com. Next, enter the code presented in the image and your primary email address, and then click Submit. Your user ID will be emailed to you once your email address has been verified.
For password recovery, enter your user ID, click the Forgot password link, click Continue, select your preferred delivery method to receive your code, enter the access code and click Continue. You will be required to enter a new password and confirm it.
What is the purpose of the security questions?
The security question adds an extra layer of protection, making it more difficult for an unauthorized person to log in to your account.
Can I change my user ID, security question, or password?
Yes. To change user ID, security questions, or your password, click the Settings icon after you have logged in. Next, click on the Security tab, then click the Change Security Questions button to update your security questions. If you need to change your password or user ID, click the Change Password button or the Change User ID button. Click Save when you are done with your changes.
Where can I read First Horizon Bank's terms of service?
Click here for Retail/Personal; click here for Small Business. The link to our terms of service is also located at the bottom of any page in your Digital Banking under the Legal header.
How do I sign up for Digital Banking?
After enrolling, you automatically have access to your profile and accounts through online or mobile banking. If you prefer to use our Mobile Banking app, download it from the app store on your device. After downloading and opening the app, log in with your user ID and password. If you prefer to bank with your mobile web browser, you do not need to download the app. Simply visit firsthorizon.com and log in with your credentials.
Is it secure?
Yes, Digital Banking utilizes industry-standard security protocols that leverage encryption for transferring data. Encryption helps create a secure environment for the information being transferred between your browser or mobile device and First Horizon Bank PIN, password access, Touch ID and Facial recognition on supported devices and application time-out when your computer or phone is not in use.
Also for mobile banking, we ensure that account data is never stored on your device. In the event that your device is lost or stolen, the service can be immediately disabled by either accessing the Settings > Mobile tab after logging in to the Digital Banking website or by calling us at (800) 382-5465.
Do I need a data plan with my wireless carrier?
Yes, when you are not on a secure wireless connection, a data plan is typically needed as data usage can become expensive if you exceed your wireless carrier’s limit. Please check with your wireless carrier for more information.
Can I use Mobile Deposit with any mobile device?
Eligible phones include:
- iPhone (3G or higher) with iOS 12 or higher; iPad 2 or higher. Older iPhones and devices without a camera, such as the first version of iPad, are not supported. The iPod Touch® is not supported at this time.
- Android (5.0 or higher) devices with a camera that supports auto focus.
- You must also download or update to the latest version of the First Horizon Mobile Banking app from the App StoreSM, or Google Play™.
What if my device is lost or stolen?
If you are concerned about misuse of your device, contact your mobile service provider immediately to stop all wireless service. Additionally, sign on to Digital Banking and remove your device.
What are push notifications?
Push notifications are alerts you receive within your mobile device’s notification center. Push notifications are a way to receive both optional alerts (those that you enroll in) and required security alerts. Simply choose push notifications as a delivery option when setting up or editing your alerts.
How do I optimize my mobile experience?
Ensure your device's browser has cookies enabled. If you are using the mobile app (iOS or Android), please keep in mind that any accessibility options (larger fonts, magnification, etc.) you have enabled will impact the app.
Does Mobile Banking offer fingerprint or facial login capability rather than typing in user ID and password?
Yes. With Mobile Banking you can securely authenticate yourself and access Mobile Banking by enabling logins using only your fingerprint or facial recognition. Once enabled, you simply touch the screen when prompted rather than type in a user ID and password. This feature is available for our Android and Apple users who have a device (cellphone and/or tablet) with fingerprint authentication capability and that are using our Mobile Banking apps.
Once you have downloaded the Mobile Banking app, you will be prompted to enable logins by fingerprint or facial recognition after you log in for the first time. If you select “No Thanks,” you can enable these expedited login options at any time by going to the Profile icon in the upper right hand corner and then choose My Preferences. Simply select the device that you are on and click the Enable Fingerprint or Facial Recognition Authentication button.
You can turn this feature off at any time by selecting the Disable button.
What device can I use my fingerprint on?
Any tablet or cellphone with fingerprint authentication can be enabled to use one-touch logins to Mobile Banking. Facial authentication is only available on iPhone X, XR and XS.
What is Quick Glance?
Once enabled on your app, Quick Glance allows you to see the balances and recent transactions of your First Horizon Bank accounts without having to log in. To enable Quick Glance, log in to the (iOS or Android) app and follow these steps:
- Choose the Profile icon in the upper right-hand corner.
- Choose My Preferences.
- Choose your mobile device in the list provided.
- Choose the toggle switch to enable Quick Glance.
- Choose Confirm.
You can now customize which accounts and transactions you can view via Quick Glance. Click on Settings and then the Mobile sub-tab. A list of your accounts is displayed with a selection box for you to choose whether to Show in the Accounts Widget and/or Show in Recent Transactions. Check the boxes for the account(s) and transactions that you would like to display.
Is Mobile Banking supported on my device? How do I install the downloadable application?
Mobile Banking via mobile web browser is supported on all mobile devices with HTML5-capable browsers. In addition, the downloadable app is supported on most iPhone®, iPad®, Apple Watch, and Android™ Smartphones or tablets. To download the application, visit the app store on your device. Search for the "First Horizon Mobile Banking app," and download it as you would any other app.
For those who would like to use the Apple Watch app, the First Horizon Bank app will be automatically downloaded to your watch when you download the iOS app onto your phone. You will find it on the home screen of your watch.
How do I access the Apple Watch app?
Look for the First Horizon Bank logo on the home screen of your watch and tap it to open the Apple Watch app. The app will be automatically downloaded to your watch when you download the First Horizon Bank App to your iPhone.
To keep the Apple Watch app within the dock, press the side (option) button while the app is open and select “Keep in Dock.” Once docked, the app can be quickly accessed by pressing the side button and swiping/scrolling to the app.
What is available on the Apple Watch app?
With the Apple Watch app, you can view your First Horizon Bank account balances and the 10 most recent transactions.
How do I view my account balances on my Apple Watch?
Once you open the app, you will see two options, Account Balances and Transactions. To view your recent transactions, simply tap Transactions.
How do you view recent transactions on the Apple Watch?
Once you open the app, you will see two options, Account Balances and Transactions. To view your recent transactions, simply tap Transactions.
What is Mobile Deposit?
Mobile Deposit is a convenient, easy way to deposit checks from your mobile device into one of your First Horizon Bank accounts. With the iOS or Android app, you can take a photo of your check (note: the device must have a camera), enter the check information and securely submit your deposit for processing. Mobile Deposit eligibility is subject to approval and limits are subject to change. For additional information, please see the questions regarding mobile deposit eligibility and limits.
Is there a bank fee to deposit my check with my mobile device?
Mobile Deposit is FREE to eligible customers. All customers are subject to approval. There may be charges associated with data usage on your phone or tablet. Check with your wireless carrier for more information.
How do I know if I'm eligible to use Mobile Deposit and what are the limits?
Mobile Deposit eligibility is based on your particular relationship with the bank. Generally, factors such as balances in your accounts, track record of responsible account usage, etc., can impact your eligibility, deposit limits and funds availability.
If you are eligible for Mobile Deposit, you will be allowed to start a new deposit via the Deposit option on the main screen. Your current deposit limit is displayed once you click Deposit.
Are my checks deposited immediately?
Successfully submitting your check image with your mobile device will begin the deposit process. However, the processing time to complete the deposit may vary. Items transmitted using Mobile Deposit may be subject to an automatic hold of up to two (2) business days on funds deposited. The length of the delay is counted in business days from the day of your deposit. If you make a deposit before 9 p.m. ET on a banking business day (every day except Saturday, Sundays, and federal holidays), we will consider that day to be the day of deposit. If you transmit an item after 9 p.m. ET, or on a day we are not open, we may consider that the deposit was made on the next business day we are open. If your deposit is declined, we will email you the notice by the first business day after the day we received your deposit. Longer holds may be placed on the funds if we have concerns about their collectability. Check your deposit history to see your deposit status.
How do I view my mobile deposit history?
- Sign in to First Horizon Mobile Banking.
- Tap Mobile Deposit in the lower bar menu.
- A list of recent deposits will display.
- Tap on a single deposit to view the available transaction details.
What should I do with the original checks after depositing them?
After successfully submitting a deposit with First Horizon Bank Mobile Deposit, you should retain the original check (or a sufficient copy of the front and back of the item) until final settlement of the item. Should there be any dispute that the image does not satisfy legal equivalence requirements, retaining the original check may help you confirm the issue, or you can take the check to another deposit channel (branch, ATM).
What types of checks are not eligible for Mobile Deposit?
- Checks must be made payable to only you. Joint checks or checks made payable to "Cash" are not allowed.
- Checks must not be drawn on a foreign bank or payable in a foreign currency.
- Checks must not be altered on the front of the check in any way.
- Checks must have an authorized signature. Demand drafts or remotely created checks are not allowed.
- Checks must not be dated more than six months prior to the date of deposit.
- Checks must not be dated after the date of deposit.
- Checks must not have previously been returned with a “Stop Payment” or “Account Closed” status.
How do I deposit a check using Mobile Deposit?
Before you begin, properly endorse your check. The endorsement should read: For Deposit Only to First Horizon Bank Account of <insert your signature>. Click here for example.
- Sign in to Mobile Banking and select Mobile Deposit in the lower bar menu.
- Tap on Deposit a Check.
- Tap on the account to choose the account.
- Tap on Take Check Image. (Device may prompt you to allow access to your camera.)
- Take a picture of the front of the check by following the guidance feature. When the image is acceptable our auto capture feature will take the picture for you.
- Tap on Use.
- Next, take a picture of the back of the check following the same steps and tap on Use.
- Next, type in the amount of the check and select which account to deposit the funds into and select Submit.
- Tap Confirm.
Once you have submitted a check for deposit, the status of that check will appear in the History tab. The status will appear as “Submitted” until the item has been reviewed. After review, the status will be updated to either “Approved” or “Rejected.” Once approved, your deposit should appear in your account by the next business day. Funds deposited may be subject to additional holds.
Why would a check be declined?
A check deposited by Mobile Deposit may be rejected due to a number of factors, including poor image quality, missing check information, or unacceptable terms.
Who can I contact if I have questions?
If you need help setting up Digital Banking or have questions about how to use it, please call us toll-free at (800) 382-5465. You can also access our automated system anytime.
Are pending items included in my available balance?
Yes, pending items are deducted from your available balance.
How quickly will transactions on my debit card be shown after I complete them?
Transactions will be displayed in Digital Banking almost instantly after they are completed, even if they are still pending.
How do I choose what categories appear in my Spending Summary?
At the top of the Spending Summary in the Plan section you will see all categories listed. Click on the six categories you want displayed in the graph and chart. To view additional categories, click on the arrow on the left underneath the categories, and they will scroll down.
What types of alerts can I set up?
You can set up the following optional alerts under the Settings icon: Account Credit Alert, Balance Threshold Alert, Budget Category Alert, Check Cleared Alert, Merchant Activity Reminder, Payment Due Alert, Periodic Balance Alert, Personal Reminder, Total Budget Reminder, and Transaction Activity Reminder.
What if I receive an alert on something I did not do?
If you believe there is unauthorized or fraudulent activity on any of your accounts, please contact First Horizon Bank immediately at (800) 382-5465.
Is there a charge to receive text alerts from the bank?
First Horizon Bank does not assess a charge; however, there may be charges associated with text messaging on your phone. Check with your wireless provider for more information.
What do I need to do if I get a security alert?
If you receive an alert for an action that you initiated, there’s no need to do anything. However, if you receive an alert for an action that you did not initiate, you should contact First Horizon Bank immediately at (800) 382-5465.
What is account aggregation?
Account aggregation is a feature of Digital Banking that involves compiling information from different accounts, which may include bank accounts, credit card accounts and investment accounts, into a single place.
How do I add accounts from another institution to Digital Banking (account aggregation)?
Click/tap on Add a Non-First Horizon Account on the homepage.
How do I add another First Horizon Bank account?
Click on the Settings icon, and then click on the Accounts tab. If there are any eligible accounts to be added you will see them under Account Visibility. Click on the Show button next to the account to add it to your online banking. If the account is not listed, send us a secure message requesting the account be added or call (866) 264-5322.
Why aren't all my First Horizon Bank accounts appearing online?
You may need to add the missing accounts. Click on the Settings icon, and then click on the Accounts tab. Accounts available to be added will be listed under Account Visibility. Click on the Show button to make the account visible. If the account is not listed send us a Secure Message requesting the account be added or call (866) 264-5322.
Can I open an account through Digital Banking?
Absolutely. You may open a checking account, savings account or credit card by clicking here.
Where can I find my full account number?
You can find your full checking, savings, CD, IRA, or loan account number by clicking on the account you wish to view. From there, click on Manage my Account, and it will display your full account number as well as more details on the account. For credit card and HELOC accounts, you can find your account number on your statements.
What is the difference between online and offline accounts that can be added?
Online accounts are accounts where you have a username and password to log in to an online web service such as firsthorizon.com. The balances and transactions are automatically downloaded from the other financial institution upon your login to Digital Banking. Offline accounts are accounts that do not have an online profile. These accounts must be manually updated.
How do I nickname an account?
From the homepage, click/tap on the account you wish to add a nickname to. Click/tap the Pencil Icon on the right side of the account name. Type in the nickname and click Save.
How do I change the nickname, update the description, and add a memo for a transaction?
How do I view account details from Digital Banking?
You can view account details by clicking/tapping on the account you wish to view from the homepage. Click/tap on Manage my Account. This will display account details.
How can I place a stop payment on a check in Digital Banking?
You can place a stop payment on a check by clicking/tapping on the appropriate account and click/tap Manage my Account. Click/tap on Stop Payment, and you will be asked to choose the type of stop payment. Single, Range, or Get My Stop Payment History are the available options. Fields marked with an asterisk are required.
Can I order checks from Digital Banking?
You can order checks by clicking/tapping on the appropriate account. Click on the Order Checks button, and you will be redirected to our check provider’s website. The link is also available on the Self-Service Forms tab under the Other Services icon. For security purposes, first-time check orders and reorders with an address change must be completed by calling 800-275-1053.
How do I exclude an account from planning and budgeting?
Click/tap on the account you wish to remove. Click/tap on Manage my Account. Click/tap on Exclude from Planning toggle. The account will be removed from your Budget, Goals, Net Worth, and Current Month Status calculations.
Can I see a running balance on a liability account?
No, running balances can only be viewed on asset accounts.
What if I can't find a particular transaction?
Search by typing in a category or keyword in the Search bar, then press Enter or click on the Magnifying Glass icon.
Can I view cleared checks online? If so, how?
Yes, you can. Log in to Digital Banking, click on the appropriate account and find the transaction you would like to view, and click on it. This will expand the field to display more options. You will see a +View Image button; click on it to display the copy of the check. Click the Arrow button to view additional images, such as the back of the check.
How do I print a check image?
With Edge and Chrome: Find the transaction with the image you want to print and open it by clicking on it. To view the image, click the + View Image button. The image will be displayed. Click the Download/Print button. The check image will open in a new window. Click the print button.
With Mac, Firefox, or Safari: Find the transaction with the image you want to print and open it by clicking on it. To view the image, click the + View Image button. The image will be displayed. Right click on the image and choose Save As to save the image. Open the saved image and print.
Why can't I view a pending image?
Pending images are electronic transactions that typically do not have an image associated with them.
Why can't I see my running balance?
From the homepage tap on the account you would like to view and then tap on the running Balance toggle. Pending items are included in your running balance.
How do I split a transaction?
Splitting a transaction allows you to add greater accuracy and detail within your budgeting by assigning a dollar amount to different categories within the same transaction. For example, on a $50 transaction at the grocery store, you can split it so that $30 is assigned to the Food sub-category Groceries, $10 to the Healthcare sub-category Prescriptions, and $10 to Personal Care.
How quickly should I see international transactions in Digital Banking?
PIN transactions should post close to real time, the way a local transaction would, due to the electronic nature of the approval. Signature transactions are dependent on the merchant processing the transaction, but should also post on a similar timeline to a local signature transaction.
What bills can I pay through Digital Banking?
You can pay practically anyone using Digital Banking – 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 services to fund brokerage or investment accounts.
Why isn't the non-First Horizon Bank account I added to My Other Accounts available for a transfer?
When you add a non-First Horizon Bank account to My Other Accounts, it is for informational purposes only. In order to transfer money to your other account, you must first add it as an account recipient under the Bill Pay/Transfers icon.
What transactions need to be verified?
Adding a custom recipient (payee) for online bill payments or changing your contact information requires verification.
What types of accounts can I transfer funds to and from?
|Account Type||Transfer From||Transfer To|
|Personal Credit Cards||Yes||Yes|
|Small Business Credit Cards||Yes||Yes|
|Home Equity Lines of Credit||Yes||Yes|
|Home Equity Loans||No||Yes|
|Personal Lines of Credit||Yes||Yes|
|Personal Installment Loans||No||Yes|
|Business Installment Loans||N/A||N/A|
|NOTE: No other accounts are eligible for the Banking Online Transfer function.|
When are funds available after they are transferred?
|Account type into which funds are transferred||Funds transferred Monday through Friday 7:00 a.m. – 9:00 p.m. Eastern Time||Funds transferred Monday through Friday 9:00 p.m. – 7:00 a.m. Eastern Time, or anytime during the weekend|
|Immediate||Immediate for Banking Online transactions. Funds are not available to clear checks until the next business day.|
Personal Installment Loans
|Next Business Day||2 Business Days|
Home Equity Loans
Personal Lines of Credit
Personal and Small Business Credit Cards
|2 Business Days*||3 Business Days**|
How will I know if a transfer was successful?
You will receive a confirmation notice 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 and are displayed in the history on the next business day.
Where can I find a confirmation/tracking number for a bill payment or external transfer?
A confirmation number for a bill payment or internal transfer can be found by clicking on the processed transaction from the Bill Pay/Transfers tab underneath the schedule. The field will expand to display the confirmation number. A tracking number for an external transfer can also be found by clicking on the processed transaction from the Bill Pay/Transfers tab underneath the schedule. The field will expand to display the tracking number.
How do I know how many lead days I need to pay a recipient?
Click on the Bill Pay/Transfers icon, and then click on Manage Recipients. Click on the recipient, then click on the ‘Edit’ button. After clicking Edit you will be taken to the recipient details page; click on the subsection titled ‘Bill Pay Details’ and then click on +More. The Lead Days, Earliest Payment Date, and Payment Method will all be displayed.
What can I do to ensure that my payments are made on time?
Before making a payment, verify your recipient's address and account information.
- Use the recipient's name and address shown on your statement or coupon book. If your recipient has a separate address for non-standard payments, use that address.
- Based on the lead time indicated for each recipient, schedule your payment at least one, two or three business days before the payment due date for electronic payments and at least five business days before the payment due date for check payments.
- Review your monthly paper statements to ensure that your recipient's address or account number has not changed.
- Schedule your payments so processing will occur after pending deposits have been credited.
How quickly are bills paid?
To guarantee on-time payment delivery, you will need to enter the processing date of all your payments to be at least one, two or three business days before the actual payment due date for electronic payments (payee lead times may vary) and at least five business days before the actual payment due date for check payments.
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.
When are funds withdrawn from my account for a bill payment?
For same-day payments scheduled before 9:00 p.m. Eastern 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 it is FREE for payees. You can request a proof of payment by submitting an Online Bill Pay Claim under the Other Services icon and Self-Service Forms tab. Click on Transaction Dispute and choose Online Bill Pay Claim.
What happens if I do not have the funds available on the date I schedule my payments to be processed?
If funds are unavailable on the day of the scheduled payment, the payment will be sent depending on your bank relationship. 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 all applicable guidelines, we guarantee your payments will be received on time. If you followed the guidelines and your payment was not received or was late, submit an Online Bill Pay Claim. Click on the Other Services icon and then the Self-Service Forms tab. Click on Transaction Dispute and choose Online Bill Pay Claim. 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 Bank cannot be held responsible for the late fees.
Can I stop a bill payment after I have initiated it?
Same-day bill payment processing begins immediately after you initiate it. Therefore, once a same-day payment request is submitted, it cannot be modified or deleted by you or First Horizon Bank. Future-dated payments can be modified or deleted until 9:00 p.m. Eastern Time on the date scheduled to be processed. If your bill payment was sent as a check:
- If your check request has already been processed, a stop payment may be placed for a fee of $20. We cannot guarantee a stop payment for 24 hours. You may not place a stop payment if the check has already been cashed by the payee.
- Once a stop payment has been placed, it may take up to five business days for funds to be returned to your account. Please note that the payee may assess a returned check fee for the stop payment, for which First Horizon Bank will not be responsible.
- To place a stop payment, please select Transaction Dispute, found in the Self-Service Forms tab under the Other Services icon. Next, select the Type of Dispute of Online Bill Pay Claim and once in the form, select the Payment Investigation Type of Stop Payment.
If your bill payment was sent electronically (via an ACH transaction):
- You cannot place a stop payment on an electronic payment request once it is submitted.
If a payment was made in error, please select Transaction Dispute, found in the Self-Service Forms tab under the Other Services icon. Next, select the Type of Dispute of Online Bill Pay Claim and once in the form, select the Payment Investigation Type of Payee Did Not Receive Payment. Comments can be added in the additional information section.
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. Under the Bill Pay/Transfers tab, click on Schedule in the upper right-hand corner above the timeline. You will see the To, Amount, From, and Date fields. Next, select the recipient in the To field that you want to pay, enter the amount, and select an account in the From field. Once you select an account in the From field, the Payment Schedule and Memo fields will appear. You will then select the date and either one time or recurring from the Payment Schedule field. Recurring will allow you to set the frequency and end options of your payment. Click Continue, and you will see a disclosure page. Click Continue to move to the submission page. Click Submit to complete payment. You will then be able to see your scheduled payment on the timeline.
Can I pay a bill or make a transfer using my credit card account?
Yes, but when making a bill payment or transfer 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. There are no grace periods for cash advances on a First Horizon Bank credit card.
How can I complete an external transfer to another account?
First, you will need to add your external checking or savings account as an account recipient. This process involves verifying you are indeed the owner of the account for your protection against fraud by using micro-transactions. Two very small credits will be made into your external checking or savings account. You will need to go to the Payees page in the Payments menu, tap on your external account and enter the amounts of the credits. Once the external account is confirmed, you simply go to your Payments page and schedule the transfer the same way you would a bill payment or transfer.
How do I set up a budget?
Digital Banking will automatically look through your past three months of transactions to create a budget based on the categorization already built into the system. The more detail you add to Uncategorized Transactions, the more accurate your budget becomes. To manually assign a budget to a particular category, start by clicking on the Planning icon. Then click on the Budget field along the right-hand side of the screen and type in the amount you wish to budget for that category. For subcategories, you must first expand the main category by clicking on +.
Can I delete an optional category I created?
Yes, choose the Profile icon in the upper right hand corner and then choose My Preferences. Next, choose Custom categories and you will see a list of your optional categories. Choose the category you wish to delete and the Delete button will appear. Choose the button to permanently remove the optional category.
What if I see a transaction I did not authorize?
If you need to resolve a billing error with a business, please contact it first. Many times, the merchant can resolve the issue more quickly than we can. If you need to dispute the transaction, click on the Self-Service Forms tab located under the Planning icon page. Click on Transaction Dispute, choose the type of dispute, complete the e-form, and click Continue to submit. If you suspect fraudulent use of your card, call First Horizon Bank immediately at (800) 382-5465.
Can I change my overdraft opt in/opt out choice?
Yes, click on Self-Service Forms and then Request Forms. The first form is the Overdraft Authorization form; click on it and complete the e-form. Click Continue to submit the form. Changes will be effective within five business days.
Can I place a travel notification on my debit or credit card through online banking?
Yes, click on Self-Service Forms then on request Forms. Click on Travel Notification, complete the e-form, and click on Continue to submit.
Can I request a credit card limit increase/decrease?
Yes, click on Self-Service Forms then on Request Forms. You will see options to increase or decrease the credit limit on your credit card. Choose the appropriate options, complete the e-form, and click Continue.
What if I forgot my PIN?
- Dial 888-382-8877
- Provide the requested information via your phone keypad
- Choose your PIN and begin using your card
Can I request a current balance transfer from another credit card to my First Horizon Bank credit card?
Yes, click on Self-Service Forms and then on Request Forms. Next, click on the Request a Current Balance Transfer form. Complete the form and click Continue. You will need the account information for the balances you wish to transfer.
How can I change my address on an account?
Click on Self-Service Forms then on Request Forms. Near the bottom of the page, you will find the Change of Address Notification link. Click on it, complete the e-form, and click Continue to submit the form. Changes will be effective within one business day.
What if I need a new debit or credit card?
Click on Self-Service Forms then on Request Forms. Near the bottom of the page, you will find the Replace Debit Card or Credit Card link. Click on it, complete the e-form, and click Continue to submit the form. If you need your debit card immediately, please visit your nearest financial center. Credit cards cannot be printed at the branch. To report a lost or stolen card, call (800) 382-5465.
How do I change my contact information?
Choose the Profile icon in the upper right hand corner and then choose My Profile. Select Edit Contact, and you will be sent a verification code via your existing preferences. Once you receive the code, type it in and select Continue. Be sure not to select Resend Code or we will send you a new code and the initial code will no longer be valid. From there, you can add, remove, or edit your phone number and email address as well as select which phone and/or email you would like to receive your verification codes on in the future.
How do I change my address under my user profile?
Choose the Profile icon in the upper right hand corner. Choose My Profile and then select Edit Address. From here, you can update both your physical and mailing address (if different). When finished select Save.
What is the difference between Digital Banking and eStatements?
Digital Banking is a method of accessing your online banking services, including bill payment, planning, goals, alerts, funds transfer, real-time transactions, and up-to-date balances. eStatements is a method of accessing your account statements online through Digital Banking instead of through paper-generated statements received by mail.
Do I have to be enrolled in Digital Banking to receive eStatements?
Yes, enrollment in Digital Banking is required to receive eStatements.
Currently, I get canceled checks in my eStatements. Can I receive eStatements and my cancelled checks?
No. You must receive image copies of your canceled checks to be set up for eStatements. If you currently receive canceled checks with your statement, you need to switch to Image Statements before you can enroll in eStatements. To do this, log in to Digital Banking and send us a secure message, email us or call (866) 264-5322.
Does eStatements replace my paper statements, and when should I receive my first eStatement?
While our systems convert your account from paper statements to eStatements, 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 eStatements and in paper form?
No. Once you enroll in eStatements, you will no longer receive paper statements. You can print out your statements from Digital Banking. You also have the right to request a paper copy of your monthly statement.
How long are eStatements kept?
After you enroll in eStatements, your statements will accumulate in the system and will remain available for 24 months.
What formats can I download my eStatements in?
You can download your online statements as PDF files (must have Adobe Acrobat Reader).
How can I print and save an eStatement?
Tap/click on the account you would like to view. Next, tap/click on View eStatements.
What is the deadline to opt in for a 1098 and 1099 tax form?
The last day to opt into receiving a tax form online for 1099-DIV, 1099-INT, 1099-MISC, 1099-OID, 1099-A, 1099-B, 1099-C, 1099-R, and 1098 is December 31 for the current tax year.
What are Card Controls?
This feature allows you to disable/re-enable your eligible First Horizon Bank debit and/or credit card using Digital Banking or the Mobile Banking app.
Why would I want to turn my card status to off?
If you have misplaced your card, turning it off will prevent new transactions from being approved while you try to find it. If you think your card has been lost or stolen, please contact Customer Service immediately to request a replacement card at (800) 382-5465.
What does it mean when my card is turned off?
While your card is turned off, most types of new card transactions will not be processed, including purchases, ATM activity and digital card payments. However, transactions that are flagged as previously authorized recurring payments, credits, refunds, and reversals may be approved while your card is turned off.
How long will my card stay off?
Your card will stay off until you turn it back on.
What is a recurring payment?
A recurring payment occurs when you have authorized a merchant to take payment from your debit or credit card on a regular basis. As an example, some gym memberships, monthly insurance billings, or utilities may be set up as recurring payments.
Can I turn my card off and still use Apple Pay for transactions?
No. Any transaction attempted using Apple Pay that’s associated with your card in Off status will not be processed.
Will turning my card off impact any pending transactions made with that card?
No, your pending transactions will not be impacted.
When my card is off, are maintenance requests for the card restricted?
Some maintenance requests are restricted while a card is turned off. For example, card PIN changes cannot be processed if your card is off. Please contact Customer Service for assistance at (800) 382-5465.
I turned my card off and have not been able to locate it. What should I do?
Please call us right away to request a replacement card at (800) 382-5465.
If my card is off can I request a new card through online or mobile banking?
Not at this time. Please call Customer Service right away to request a replacement card at (800) 382-5465.
What is Zelle®?
Zelle is a fast, safe and easy way to send money directly between almost any bank accounts in the U.S., typically within minutes. With just an email address or U.S. mobile phone number, you can send money to people you trust, regardless of where they bank. Zelle is currently only available for personal accounts.
Who can I send money to with Zelle?
How do I use Zelle?
You can send, request, or receive money with Zelle. To get started, log in to Digital Banking and select the “Send Money with Zelle®” quick option. Then, select Get Started to review and accept the Zelle Terms of Service. Select your email address or U.S. phone number on your profile. If the email address or U.S. phone number has not been verified through Digital Banking before, you will be required to receive and enter a one-time verification code. Next, select which account you would like to use with Zelle. You are now ready to start sending and receiving money through Zelle.
To send money using Zelle, simply enter the U.S. mobile phone number or email address and name of the recipient. Then, add the amount you’d like to send and an optional note, review, then hit “Send.” In most cases, the money is available to your recipient in minutes*.
To request money using Zelle, choose “Request,” select the individual(s) from whom you’d like to request money, enter the amount you’d like to request, include an optional note, review and hit “Request.”
To receive money, just share your enrolled email address or U.S. mobile phone number with a friend and ask them to send you money with Zelle.
How do I receive the money someone sent me with Zelle?
If you have already enrolled with Zelle, you do not need to take any further action. The money will move directly into your bank account, typically within minutes*.
If you have not yet enrolled with Zelle, follow these steps:
- Click on the link provided in the payment notification you received via email or text message.
- Select First Horizon Bank.
- Follow the instructions provided on the page to enroll and receive your payment. Pay attention to the email address or U.S. mobile number where you received the payment.
What Types of Payments Can I Make With Zelle?
Zelle is a great way to send money to family, friends, and people you are familiar with such as your personal trainer, babysitter or neighbor**.
Since money is sent directly from your bank account to another person’s bank account within minutes, Zelle should only be used to send money to friends, family and others you trust.
Neither Zelle nor First Horizon Bank offers a protection program for any authorized payments made with Zelle – for example, if you do not receive the item you paid for or the item is not as described or as you expected.
Are There Any Fees To Send Money Using Zelle?
First Horizon Bank does not charge any fees to use Zelle****.
How Do I Get Started?
It’s easy – Zelle is already available within First Horizon Bank’s Digital and Mobile Banking! Check our app or sign on online and follow a few simple steps to enroll with Zelle today.
What If I Want To Send Money To Someone Whose Bank Doesn't Offer Zelle?
You can find a full list of participating banks and credit unions live with Zelle here.
If your recipient’s bank isn’t on the list, don’t worry! The list of participating financial institutions is always growing, and your recipient can still use Zelle by downloading the Zelle app for Android and iOS.
To enroll with the Zelle app, your recipient will enter their basic contact information, an email address and U.S. mobile number, and a Visa® or Mastercard® debit card with a U.S. based account (does not include U.S. territories). Zelle does not accept debit cards associated with international deposit accounts or any credit cards.
How Does Zelle Work?
When you enroll with Zelle through First Horizon Bank’s Digital and Mobile Banking, your name, the name of your bank, and the email address or U.S. mobile number you enrolled is shared with Zelle (no sensitive account details are shared – those stay with First Horizon Bank). When someone sends money to your enrolled email address or U.S. mobile number, Zelle looks up the email address or mobile number in its “directory” and notifies First Horizon Bank of the incoming payment. First Horizon Bank then directs the payment into your bank account, all while keeping your sensitive account details private.
Can I Use Zelle Internationally?
In order to use Zelle, the sender and recipient’s bank accounts must be based in the U.S.
Can I Cancel A Payment?
You can only cancel a payment if the person you sent money to hasn’t yet enrolled with Zelle. To check whether the payment is still pending because the recipient hasn’t yet enrolled, you can go to your activity page, choose the payment you want to cancel, and then select “Cancel This Payment.”
If the person you sent money to has already enrolled with Zelle, the money is sent directly to their bank account and cannot be canceled. This is why it’s important to only send money to people you trust, and always ensure you’ve used the correct email address or U.S. mobile number when sending money.
If you sent money to the wrong person, we recommend contacting the recipient and requesting the money back. If you aren’t able to get your money back, please call us toll-free at (800) 382-5465 so we can help you.
How Long Does It Take To Receive Money With Zelle?
Money sent with Zelle is typically available to an enrolled recipient within minutes*.
If you send money to someone who isn’t enrolled with Zelle, they will receive a notification prompting them to enroll. After enrollment, the money will move directly to your recipient’s account, typically within minutes*.
If your payment is pending, we recommend confirming that the person you sent money to has enrolled with Zelle and that you entered the correct email address or U.S. mobile phone number.
If you’re waiting to receive money, you should check to see if you’ve received a payment notification via email or text message. If you haven’t received a payment notification, we recommend following up with the sender to confirm they entered the correct email address or U.S. mobile phone number.
Still having trouble? Please give First Horizon Bank’s Customer Service a call toll-free at (800) 382-5465.
Will the person I send money to be notified?
Yes! They will receive a notification via email or text message.
Is My Information Secure?
Keeping your money and information safe is a top priority for First Horizon Bank. When you use Zelle within our mobile app or online banking, your information is protected with the same technology we use to keep your bank account safe.
I'm Unsure About using Zelle To Pay Someone I Don't Know. What Should I Do?
If you don’t know the person, or aren’t sure you will get what you paid for (for example, items bought from an online bidding or sales site), you should not use Zelle for these types of transactions.
These transactions are potentially high risk (just like sending cash to a person you don’t know is high risk). Neither Zelle nor First Horizon Bank offers a protection program for any authorized payments made with Zelle – for example, if you do not receive the item you paid for or the item is not as described or as you expected.
What If I Get An Error Message When I Try To Enroll An Email Address Or U.S. Mobile Number?
Your email address or U.S. mobile phone number may already be enrolled with Zelle at another bank or credit union. Call Customer Service and ask them to move your email address or U.S. mobile phone number to First Horizon Bank so you can use it for Zelle.
Once customer support moves your email address or U.S. mobile phone number, it will be connected to your First Horizon Bank account so you can start sending and receiving money with Zelle through First Horizon Bank’s Digital and Mobile Banking. Please call First Horizon Bank’s Customer Service toll-free at (800) 382-5465 for help.