FAQs On Account Reactivation Process

Can I reactivate my account at any FCMB branch?

Yes, you can. Simply visit our nearest branch with a copy of XXX, YYY and fill an Account Reactivation Form

Can I reactivate a corporate account with new signatories?

Yes. However, a copy of the Certificate of Incorporation as proof of the new signatories must be provided before account can be reactivated.

FAQs on Domiciliary Accounts

Can I pay funds into my Domiciliary Account from overseas?

Only payment made into an oversea account with an instruction to credit your domiciliary account in Nigeria may be processed.

FAQs on Education Investment Plan

Can I change the name of the beneficiary?

Yes, a customer can change name of beneficiary at any time

FAQs on Salary Accounts

Can I pay cheques from other banks into my Salary Current Account?

Yes. However, submission of documentation such as a valid means of identification (ID), utility bill and 2 valid references are required for this.

 

Can my salary be paid into my Savings Account?

Yes. All you need to do is give your Savings Account number to your Employer as your preferred salary account.

 

Can I continue to use my Salary Account after resigning from the company?

Yes. However, submission of documentation such as a valid means of identification (ID), utility bill and 2 valid references are required for this.

FAQs on Target Savings Account

Can I open a Target Savings Account in Euro?

No. Currently, Target Savings Account is only available for savings in Naira and US Dollars

FAQs on Statement of Account

Can I generate my Statement of Account online?

Yes, if you have registered for Internet Banking. Otherwise, you can either contact the Contact Center to request that your Statement be sent via your registered email address or visit the nearest FCMB branch to request for your Account Statement.

FAQs on Travel Allowance

Can a company apply for Business Travel Allowance / Personal Travel Allowance on behalf of a non-signatory / staff?

Yes. Visit the nearest FCMB branch to apply

FAQs on Internet Banking

What is FCMBOnline?

FCMBOnline is our 24/7 online banking service which allows you carry out banking transactions from the convenience of your home, office or any location anywhere in the world. All you need is an internet enabled device – phone, desktop computer, tablet or laptop. More and more people are discovering the benefits of online banking, with new customers signing on daily.

FCMBOnline is available for individual and corporate customers (link to respective internet banking login page)

What type of transactions can I carry out on FCMBOnline?

Most of the transactions carried out in the banking hall can be carried out via FCMB Online. These include:

  • 24/7 access to your account, which allows you conveniently carry out banking transactions from the comfort of your home, office and anywhere you are in the world
  • Transfer funds from your account to any account anywhere in the world (USD and GBP)
  • Online real-time account monitoring facility – check your balance, monitor transactions, print your account statement and print your transaction receipts
  • Bills payment – you can pay your Custom Duty, DSTV, GOTV bills, as well as purchase airtime and much more
  • Request for Cheque book, bank drafts and debit cards
  • Easy access to bank information and products i.e. loans and credit cards.
  • Request, confirm and stop cheques
  • Change password and update your login details.
  • Single view of ALL your FCMB accounts showing available balances including credit cards, loans and deposits accounts.
  • And so much more…

Can I still use my branch for manual transactions?

Yes, you can. You will be able to carry out a range of transactions online, but still have to visit a branch for some transactions such as depositing cash and cheques.

 

What is the registration process for online banking?

This service is automatic for all new customers once ticked in account opening form. Existing customers can register for this service following the steps below:

Steps to Register for FCMBOnline

  • Visit www.fcmb.com
  • Click on FCMBOnline: Personal Version
  • Click Register
  • Read and accept the terms and condition
  • Enter your Account details
  • Account Name
  • Mobile Number (as registered with the bank)
  • Email Address (as registered with the bank)
  • Select a New Login Name (your preferred name for logging in to FCMBOnline)
  • Select Debit Card preference:
    • Click Yes, if you have a Debit Card and enter your card PAN (16-19 digit number)
    • Click No if you don't have a debit card and continue (please note that where the card number is not provided, you will be placed on “View Mode Only”,  pending when card PAN is supplied)
  • Click Submit to register your form

Once the steps above are completed, you will receive your login credentials immediately – your Username is sent to your registered phone and Password to your registered email address. 

Login with the received details, then change your password, generate your transaction password and change your default transaction password to your preferred transaction password. After this, you are ready to start carrying out your online transactions!

I got a text messages saying I have been profiled for Internet Banking, but am yet to receive my Username and/or Password?

Profiled customers should check their email (including spam / junk / bulk mail folders) for their log in details. Where customers still can’t locate their details, kindly Contact Us to request a reset. (link to Contact Us page)

I have more than one account. How many of them can I view on FCMBOnline?

All your accounts are automatically added to your profile once you are set up on the platform (including loan accounts). If any of your account is not profiled on the platform, please Contact Us. (link to Contact Us page)

 

Can I operate both Personal and Business Accounts on FCMBOnline?

Yes you can. For personal banking, all your accounts will be displayed. For example; if you have 2 current accounts and 1 savings account, you will be able to view all three accounts. A separate online banking for business account holders now exist, it’s called  FCMBOnline (Business Version), or Corporate Internet Banking.

How secure is FCMBOnline?

The security of your accounts and transactions is our number one priority. FCMBOnline uses the state-of-the-art encryption technique and fraud detections systems, which ensure your transactions are secure and you can enjoy the benefits of convenient banking wherever you are. The security system and technologies utilized to guarantee customer security when using FCMBOnline include:

  • 128 bit data encryption between your computer and internet banking system.
  • Keypad for PIN entry to guard against password cloning.
  • The use transaction code to complete a transaction.
  • Secret questions and answers.
  • User name and Password

In addition to the measures put in place by the bank to guarantee your security when using FCMBOnline, there are important steps that you can personally take to help ensure your accounts remain safe and secure:

  • Never share your sign-in details with anybody
  • Never respond to emails that ask you to supply your sign-in details. These are known as phishing emails and we would never email you asking you to supply your sign in details

 

I can’t remember my Username or Password or answers to my Security Questions

  • Can’t remember Username

If you cannot remember your log in Password or Username, kindly Contact Us to request a reset. (link to Contact Us page)

 

  • Can’t remember Password

If you cannot remember your login password, after inputting your Username, click the “Forgotten your password” link, which will take you to a page that requests for your “Login Name” and “Any Secret Answer”. An email containing a default password will be sent immediately to your registered email address. You are advised to login with the default password and change the default password to any password of your choice.

 

  • Can’t remember answers to Security Questions

If you are already logged in and can’t remember your security answer, click on the Get secret answer link. An email with one of your secret answers will be sent to your registered email. Once you are logged on to the platform, click on the Home option menu and click on Security questions. This will display all your security questions and you will have the option of requesting for your secret answers or changing your secret questions.

 

What is Authentication Code?

Authentication Code is an automatically generated numeric passcode that enables you carry out transactions with your online account. Authentication codes are required only for highly sensitive transactions such as funds transfers, Airtime Purchase, Bills Payment etc.

 

How do I generate Authentication Code?

Authentication code can be generated in any of the following two ways:

  1. System generated code: authentication code is automatically generated via the system and sent as an SMS to the customer’s phone. Once received, the customer should insert the 8-digit code in the space provided for authentication code.
  2. Hardware Token: the Hardware Token is a small mobile device (key holder-size), which is used to generate a one-time passcode to enable you carry out transactions requiring a higher level of authentication. Once generated on the hardware token, the customer can insert the 6-digit code in the space provided for authentication code.

 

How do I use Hardware Token?

To use your Hardware Token, simply follow the below steps:

  • Press the play button at the bottom left of the Hardware Token and a 6-digit code will appear.
  • Enter the numbers onto the tab provided on your transaction page for authentication code
  • Click Transfer / Pay button to conclude your transactions.

 

How can I get a Hardware Token and what is the cost?

You can get a token from any FCMB Branch or contact our customer service team on 0700 329 0000. However if you are outside the country, you can request for one but will be charged for courier fees. This will vary depending on your location.

 

Can the Authentication Code expire?

The SMS authentication code will expire if not used within 5 minutes, while the Hardware Token expires in 10 seconds. In this case, you will be required to generate another one-time-pass code which will be different from the previously generated code.

 

 

SMS Authentication Code is not delivering to my phone

Kindly Contact Us to resolve this. Please be aware that phone numbers that have been recently ported to a different network may face challenges with code delivery. (link to Contact Us page)

 

 

I am getting an error message on my Hardware Token – “Invalid Token”. What do I do?

Kindly generate another token. If the issue persists, please Contact Us to request a reset. (Link to Contact Us page)

 

 

  • How do I generate Transaction Password?

To generate your Transaction Password, simply follow the steps below:

 

  • Login to FCMBOnline with your User ID and Password (link to FCMBOnline login page)
  • If the account was registered without card PAN Details, call Contact Centre to take you off  View Only mode
  • Click the Transaction Password link on the Home Options menu
  • Fill in the correct answer to the displayed security question
  • Input the Login password
  • Click the Reset button.
  • A new transaction password is generated and sent to registered email address and the inscription “transaction password changed successfully” is displayed on the screen. Check the junk box too for the default transaction password.
  • Input the default transaction password sent to the registered email (It’s advisable to copy and paste the default transaction password to avoid any error).
  • Determine and input the New Transaction Password (password of your choice) and confirm the new transaction password by inputting it a second time
  • Click Change.
  • Transaction password changed successfully”  is displayed on the internet banking page.

 

How can I change my Transaction Password?

  • Login to FCMBOnline with your User ID and Password (link to FCMBOnline login page)
  • Click on the Transaction Password link on the Home Options menu
  • Fill in the correct answer to the displayed security question
  • Input the Current Transaction Password
  • Input the New Transaction Password and confirm the password by inputting it a second time
  • Click the Change button
  • Transaction password changed successfully”  is displayed on the internet banking page.

 

How do I transfer money to others?

  • Click on transfer within FCMB or outside,
  • Select the account you want to transfer from
  • Input the beneficiary’s account number, click on Confirm Account Number
  • Input the amount you want to transfer
  • Input the narration or purpose of transfer
  • Click on Continue
  • Input your transfer password and authentication code sent you via SMS or Hardware token
  • Click on Transfer

 

How do I transfer money between my FCMB accounts?

  • Click on the Transfer funds (within FCMB) menu
  • Click on the To own Account link.
  • Select the account number to be debited and account to be credited
  • Input the transfer amount and transfer memo
  • Click Continue.

 

What is the maximum amount I can transfer on a daily basis?

The daily default limit is N1,000,000 (One million naira only), while one time transfer limit is N500,000 (five hundred thousand naira only). The daily limit and one time limit can both be increased on your request. Kindly Contact Us to request a limit increase (link to Contact Us page)

 

What happens if I initiate an interbank transfer with the wrong recipient details?

  • Where wrong account details don’t exist, the transaction won’t go through, as the system will be unable to recognise the account number. Thus, the transaction would be automatically reversed.
  • You have to confirm the recipient account number before initiating the transaction. At this point you are encouraged to check the account details to ensure it is correct.

 

What are applicable charges for transfer?

  • Account to self - No charge
  • Third party (intra-bank) - No charge
  • Inter-bank – N70 for amounts less than N500,000 and N100 for amounts between N500,000 and N9,999,000 and N500.00 for amounts above N10,000,000.00

Inter Bank - N105 for transactions between N1.00 – N9, 999,999.00 and N525 for transactions for N10M and above

  • DSTV/GOTV – N100

DST/GOTV – N105

How do I block my Debit Card?

              Login to FCMBOnline with your User ID and Password (link to FCMBOnline login page)

Under the Manage Request menu, click on the Block Verve Card. This service is only available for Verve card holders. Observation: please confirm card details used during Internet banking registration synchronises with customer’s existing card (ie there are situation where customer misplaces his/ her card from time to time and another card is issued and where card is expired). Please note that you can request for a new card in any of the following ways:

  • Visit our nearest branch to be issued a new card (link to Branch Directory)
  • Via our online banking platform; or
  • Reach our 24/7 Contact Centre Consultants on 01-2798800 or Contact Us to request a new card (link to Contact Us page)

 

How do I Confirm / Stop a cheque?

              Login to FCMBOnline with your User ID and Password (link to FCMBOnline login page)

Go to the Manage Request menu, click on the Confirm Cheque link and enter details such as cheque number, beneficiary details, date on cheque, amount, etc. Thereafter, fill in your transaction password and click Submit.

 

I attempted to login and received the error message – "Invalid login/Password"

Contact Us to request a password reset. The password you will be sent is valid for 24hrs and you are required to change your password upon receipt of the new password. (link to Contact Us page)

 

I am unable to carry out transactions on my account

Reply the email with advise on your login details to request for a Transaction password or call the Contact Centre. Upon receipt of your Transaction password, you are required to acknowledge receipt within 24hrs in other to activate it.

 

I am unable to make an intra-bank transfer from my account to another FCMB account

Ensure that you have entered the correct Account name and Account number. Also check that you have internet access.

 

Can I transfer funds from FCMB to accounts in other banks?

Yes, you can.

FAQs ON FCMB ONLINE TOKEN

What is FCMB Online token app?

The FCMBOnline token app is a software token security application hosted on your mobile device that is used to authenticate transactions on FCMBOnline (Web). This is an alternative to the Hardware token and the SMS token. The FCMBOnline token app is downloadable on the mobile phone making it convenient to carry around without stress.

 

How can I download the mobile token app?

The app can be downloaded from any of the stores depending on your phone type (Apple store, Android store, BB store and Windows store – (Android Version, iOS , Windows & Blackberry once we go live)

 

How do I register as an Individual customer?

Step 1

  • Visit the App store of respective device (i.e. Android , iOS, Blackberry and Windows).
  • Search, download and install the FCMBOnline Token App.

Step 2

  • Log on to FCMBOnline (Internet Banking) personal version and click on the “Utilities” menu.
  • Select “FCMBOnline Mobile Token”.
  • Select account to debit for the mobile token activation.
  • Input Transaction Password and Authentication Code
  • Click on “Process Request” to register.
  • If Successful, the platform displays “Token Registration Successful” and customer is debited for the charges and the following activation details displayed.
    • Serial Number – 10 digits
    • Activation Code – 21 digits
    • Customer ID
    • QR Code for QR Code activation.

Step 3 - Token App Activation

  • Launch the App, Click on “Enter Details for New User” and input the following:
    • Serial Number – 10 digits
    • Activation Code – 21 digits
    • Customer-ID
  • Click on “Activate”.

Or

  • On the App, Click on “Scan QR code for New User”.
  • Phone switches to camera mode.
  • Customer Scan the QR Code with the phone.
  • Input the customer-ID
  • Click on “Activate”.

Registration is completed and the FCMBOnline Token App is ready for use.

 

How do I register as a Business customer?

Please download the app and visit the any FCMB branch to get your token activated

 

If I do not use the code (The generated token code) within one minute what happens?

You will need to regenerate a new code as the initial code will no longer be valid for any transaction.

 

What kind of mobile device supports the FCMBOnline token app?

All kinds of smart phones support the FCMBOnline token app. (Android Version, iOS , Windows & Blackberry once we go live)

 

Can I password the FCMBOnline token App?

Yes. You can password the app if you wish.

 

What happens if I change my phone or forgot app password? (Individual Customer)

Step 1

  • Visit the App store of respective device (i.e. Android , iOS, Blackberry and Windows).
  • Search, download and reinstall the FCMBOnline Token App.

Step 3

  • Log on to FCMBOnline personal version and click on the “Utilities” menu.
  • Select “FCMBOnline Mobile Token”.
  • Input Transaction Password and Authentication Code
  • Click on “Process Request” to reactivate.
  • If Successful, the platform displays “Token Reactivation Successful” without any charge with the following reactivation details displayed.
    • Serial Number – 10 digits
    • Activation Code – 21 digits
    • Reactivation Code
    • Customer ID (the first 7 digits of your account number)
    • QR Code for QR Code activation.

Step 3

  • Launch the App, Click on “Enter Details for Existing User” and input the following:
    • Serial Number – 10 digits
    • Activation Code – 21 digits
    • Reactivation Code -3 digits
    • Customer-ID
  • Click on “Reactivate”.

Or

  • On the App, Click on “Scan QR code for Existing User”.
  • Phone switches to camera mode.
  • Customer Scan the QR Code with the phone.
  • Input the customer-ID
  • Click on “Reactivate”.

Reactivation is completed and the FCMBOnline Token App is ready for use.

 

What happens if I change my phone or forgot app password? (Business Customer)

Please download the app and visit the any FCMB branch to get your token reactivated.

 

What happens if I change my phone number?

Changing your phone number does not affect the application. You will still be able to use the app after a reactivation is done.

 

Can I have the app on two different phones?

No. This app can only be downloaded on one phone per user as it captures the customer ID of every user.

 

What are the benefits of using the mobile token app?

It is convenient for customers who don’t wish to carry hardware device around and there is no telecommunication SMS delivery delay.

 

How much is the FCMB Online token?

The FCMB Online token is N2625.00 only

FAQs on FCMBMobile

Click here to view and or download a STEP BY STEP Document ON FCMB MOBILE

What is FCMBMobile?

FCMBMobile is the Mobile Banking service of First City Monument Bank Limited. It is an account-based Electronic Funds Transfer application which allows subscribers to make use of their mobile phones to carry out banking transactions. With it, you carry out basic banking transactions conveniently on your mobile phone within Nigeria, anywhere, anytime.

 

Why do I need FCMBMobile?

FCMBMobile enables you to carry out transactions while on the move. It provides convenience, as you can perform critical banking transactions from your mobile phone without having to visit the banking hall.

 

What are the benefits of using FCMBMobile?

  • Access your account anywhere anytime
  • Remit funds to your loved ones and business associates without hassle
  • Pay your bills at your convenience (DSTV)
  • Pay business partners and suppliers without stress
  • Carry out transactions round the clock; it’s a 24/7 service.
  • Save yourself the time of having to visit the banking hall every time.

 

What transactions can be carried out on FCMBMobile?

The transactions available on the FCMBMobile service include:

  • Funds transfer (Inter-Bank and Intra-Bank)
  • Bills payment
  • Airtime purchase
  • Balance enquiry
  • Mini statement
  • Cardlex ATM

 

What types of phones can support FCMBMobile?

All customers that are on the GSM networks can get registered on FCMBMobile. In other words, all kinds of mobile phones support FCMBMobile.

 

How can I get FCMBMobile application on my phone?

a. For internet-enabled Smart phones

  • Send D FCMB as an SMS to 20220 from any of the following networks: MTN, Glo, Airtel or Etisalat
  • You will receive a text message from eTranzact containing a link – the FCMBMobile service application (this will be delivered as a .jar file).
  • Click on the link to start downloading the file. The application file is downloaded into the Games, Downloads or Application folder
  • Choose Activate with Account and enter your account and mobile number as registered with the bank during account opening. Enter any password of your choice and select your network provider
  • You will receive a Profile synchronisation successful message at the end of the exercise.
  • Follow the instruction in the congratulatory text to receive your PIN immediately via SMS; or call Contact Centre on 01-2798800 or send mail to customerservice@fcmb.com and ask for activation
  • Log into FCMBMobile application and change your PIN.
  • Visit a nearby branch for data capture, in order to increase your daily transaction limit or send mail to customerservice@fcmb.com.

 

b) For non-smart phones (e.g. Nokia 3301, Nokia 103, Nokia 700)

  • Dial *389*214# on any of the following networks – MTN, Glo, Airtel and Etisalat
  • Select Activate with account by dialling the number assigned to it
  • Enter your account number
  • A message will appear on your screen Congratulations you have been successfully synchronised
  • Call Contact Centre for activation and PIN
  • Once you get your PIN, dial *389*214# and select Services, then select Change PIN, enter the default PIN and your new PIN, then confirm your new pin.

Note: You should always dial *389*214# whenever you want to use the service. You can save *389*214# on your phone as FCMBMobile for easy access. 

 

c) For others:

  • For Android Phone – Go to Play Store
  • For Blackberry Q10, Z10 etc – Go to Blackberry World
  • For Nokia Lumia – Go to Market Store
  • For iPhone, iPad – Go to Apple Store
  • Other Java enabled phones including BB Curve and Bold - Text D FCMB to 20220

 

What memory space is needed on phones to install FCMBMobile?

At least 128KB of free memory space is required on phones.

 

Do applicants need to have an account with FCMB before they can use FCMBMobile?

Yes. FCMBMobile is restricted to FCMB account holders only.

 

Can funds be transferred to accounts in other banks with FCMBMobile?

Yes, except to Citi Bank and Standard Chartered accounts.

 

How much am I charged when I make transfers between accounts?

Transfers to an account within FCMB attract no charge while transfers to an account in another bank costs N100 only.

 

How much is charged when airtime is bought with FCMBMobile?

No extra fee is charged. You only pay for the exact amount of airtime purchased. In fact, for airtime top up you need not have airtime on your phone to do a top up.

How much is charged when a balance enquiry is done with FCMBMobile?

This service is free.

 

How do I initiate a transaction?

To pay your DSTV bill, follow these steps:

  • Select Bill Payment on the main menu.
  • Select the Pay DSTV option
  • In the space provided, enter your smart card number, amount and PIN
  • Press the Proceed button the confirmation page is displayed.
  • Press the Proceed button. The next screen is displayed.
  • Select your preferred method and then click on Proceed (if you chose the SMS method, on some phones, you will prompted twice to approve, by choosing Yes, that the SMS be sent.)

 

How do I purchase Airtime?

There are two main methods of airtime purchase – Topup or Pincode. With Topup, the indicated phone is recharged automatically and no Airtime Voucher Number is received. In a Pincode Purchase, an Airtime Voucher Number is received and the indicated phone is not recharged automatically. The Airtime Voucher Number must be loaded manually into the phone in the usual way. 

To purchase airtime to recharge the FCMBMobile phone, follow these steps:

  • Select Phone Recharge on the main menu
  • Select Topup to make a Topup Airtime Purchase or Pin Code to make a Pincode Purchase
  • Select Self if you are buying for yourself or Third Party for others
  • Select your network
  • Select airtime value, enter PIN and select Send

 

How to initiate Inter-Bank/Intra-Bank Funds Transfer

To transfer funds to an account in another bank, follow these steps:

  • Select Funds Transfer on the main menu. The menu below is next displayed:
    • Select the Bank Accounts option
    • Select the Beneficiary’s bank
    • Enter the beneficiary’s account number, beneficiary’s phone number; enter a narration (optional), amount and select account to use; select account type and then enter your pin
    • Press the Proceed button. The Confirmation Page is displayed.
    • Press the button.
    • Select your preferred method and then press Proceed. (If you chose the SMS method, on some phones you Proceed will prompted twice to approve, by choosing Yes, that the SMS be sent.)
  • An SMS is received showing whether or not the transfer was successful.

 

How much is charged when a request for a mini-statement is made?

This service is free

 

How much am I charged on SMS for my transactions?

SMS costs N10

 

How many times can the application be used in a day?

The application can be used as many times as needed daily

 

Is FCMBMobile restricted to a particular location or region in Nigeria?

No. FCMBMobile can be used anywhere in Nigeria once there is network service on your phone.

 

What is the maximum amount that can be transferred via FCMBMobile every day?

The maximum that can be transferred via FCMBMobile is N200,000 per day. You can however, ask for your limit to be increased to N500,000 by calling the contact centre or visiting any FCMB Branch.

 

What account type can be used for transactions on FCMBMobile?

Both current and savings accounts can be used.

 

If I misplace my phone, what happens to my account?

All transactions on FCMBMobile require the subscribers PIN. Thus, if an unauthorised person has possession of your phone, s/he cannot make any transaction on FCMBMobile except he knows your PIN.

 

How safe is the application?

All transactions on FCMBMobile are PIN protected and further authenticated by special account codes. Additionally, the network over which the transactions are carried out is Triple Des secured.

 

What do I do when I change my mobile number?

  • First you need to visit any FCMB branch to carry out a customer profile update to reflect your new number.
  • Call the contact centre on 01-2798800 and inform them so that your existing profile can be updated
  • Thereafter, delete the existing FCMBMobile app on your phone
  • Download the FCMBMobile App afresh on your new phone. Depending on your phone type:
    • For Android Phone – Go to Play store
    • For Blackberry Q10, Z10 etc – Go to Blackberry store
    • For Nokia Lumia – Go to Market store
    • For iPhone, iPad – Go to Apple store
    • Other Java enable phones including BB Curve and Bold - Text D FCMB to 20220
  • Upon successful download of the app and receipt of successful synchronization message, select Menu – Register with Account
  • Input your phone number as registered with the ban and also your account number
  • Select your network, then send
  • You will receive a congratulatory message notifying you that you have been successfully activated on FCMBMobile. Kindly Contact Us or visit the branch for your pin.
  • Upon receipt of the pin go to the security menu, change the pin and continue enjoying the FCMBMobile Services
  • Should you require any support please Contact Us (link to Contact Us page)

I have forgotten my FCMBMobile PIN. What do I do?

If you forget your FCMBMobile PIN, kindly ask for a reset at the nearest branch or Contact Us (link to branch directory and Contact Us page respectively)

 

I have ported my line. What do I do?

To ensure uninterrupted use of FCMBMobile, when you port your line, kindly Contact Us to request your phone number be logged on the ported line application. Typically sorted within 48 hours after request, this will allow you synchronise or change setup to get your PIN, as well as receive transaction alerts on your ported line.

FAQs on ATM Transactions

How do I top up my mobile phone airtime on the ATM?

  • Insert your card with the FCMB logo surface facing up and ensure that the edge with the Chip goes in first
  • Enter your PIN (4-digit number) using the keypad and press the Proceed button.
  • From the list of transaction types, select the Recharge option.
  • Select Current for current account, Savings for savings account and Credit for MasterCard and VISA account to choose which of your accounts you would like to use to make the payment
  • Select your mobile phone network provider e.g. MTN
  • Select an amount and enter the mobile phone number you want to top up, then conclude by pressing the Proceed button
  • Choose Yes if you want to perform another transaction and then enter your PIN number again, otherwise choose No to end transaction.

Remember to pick up your card after completing your transaction.

 

How do I check my account balance on the ATM?

  • Insert your card with the FCMB logo surface facing up and ensure that the edge with the Chip goes in first
  • Enter your PIN (4-digit number) using the keypad and press the Proceed button.
  • From the list of transaction types, select the Inquiry option.
  • Select Current for current account, Savings for savings account and Credit for MasterCard and VISA account to choose which of your account balances you wish to check
  • Choose Yes if you want to perform another transaction and then enter your PIN number again, otherwise choose No to end transaction.

Remember to pick up your card after completing your transaction.

NB: Be sure your account type is linked to your card, otherwise visit any FCMB branch to fill a Link Account form. Making a Balance Inquiry on an account that is not linked to your card will generate an error "Invalid Account Selected"

 

How do I change my Card PIN?

  • Insert your card with the FCMB logo surface facing up and ensure that the edge with the Chip goes in first
  • Enter your PIN (4-digit number) using the keypad and press the Proceed button.
  • From the list of transaction types, select the Change PIN option
  • Enter your new PIN and press the Proceed button
  • Re-enter the new PIN again and press the Proceed button
  • You should get a "PIN change successful" response
  • Choose Yes if you want to perform another transaction and then enter your PIN number again, otherwise choose No to end transaction.

Remember to pick up your card after completing your transaction.
 

NB: Kindly ensure you end the present transaction and start another one by entering your new PIN. Also, do a balance enquiry to re-confirm the PIN change was successful. When a wrong PIN is used three times the ATM will retract the ATM card. In such situations, customers are expected to visit the nearest FCMB branch and report the incident to the Customer Service Unit.

 

How do I pay Bills on the ATM?

  • Insert your card with the FCMBBank logo surface facing up and ensure that the edge with the orange arrow sign goes in first.
  • Enter your PIN (4-digit number) using the keypad and press the Proceed button.
  • From the list of transaction types, select the Pay Bills option.
  • Select Current for current account, Savings for savings account and Credit for MasterCard and VISA account to choose which of your accounts you want to use in paying the bill.
  • Select the type of bill you want to pay (e.g. PHCN) from the list of bills on the screen. Enter biller's details and enter the amount you want to pay (e.g. N23, 500.00) and conclude by pressing the Proceed button.
  • Choose Yes if you want to perform another transaction and then enter your PIN number again, otherwise choose No to end transaction.

Remember to pick up your card after completing your transaction.

 

How do I transfer Funds on the ATM?

  • Insert your card with the FCMBBank logo surface facing up and ensure that the edge with the orange arrow sign goes in first
  • Enter your PIN (4-digit number) using the keypad and press the Proceed button.
  • From the list of transaction types, select the Transfer option
  • Select your source account – Current for current account, Savings for savings account and Credit for MasterCard and VISA account
  • Select the bank destination account – Current for current account, Savings for savings account and Credit for MasterCard and VISA account
  • Enter the amount to transfer and press the Proceed button
  • Choose Yes if you want to perform another transaction and then enter your PIN number again, otherwise choose No to end transaction.

Remember to pick up your card after completing your transaction.

NB: You can only transfer funds from your current and savings accounts attached to the ATM card.

 

Can a third party receive my ATM CARD and PIN on my behalf?

A letter of authority can be written by customer for a third party to pick up ONLY the ATM Card. The PIN must be picked by Account holder.

 

Can ATM Card be requested in one branch and delivered to another branch?

Yes. Call the Contact Centre to request for ATM Card reissuance.

I inserted my Debit Card in an ATM and received the message "Insufficient Funds". What do I do?

This means you do not have enough balance on your account to carry out your transaction. Simply visit any of our branches to deposit funds into your account.

 

I inserted my Debit Card in an ATM and received the message "Contact issuer or bank". What do I do?

Your ATM card is inactive. Call the Contact Centre.

I inserted my Debit Card in an ATM and received the message "Take Card". What do I do?

The ATM card is bad or damaged therefore card can not be read by the machine. Call contact centre to request for a reissuance

 

I inserted my Debit Card in an ATM and received the message "Issuer inoperative". What do I do?

This is a network issue, so  please try again later or on use another ATM machine.

 

Can I use my ATM Card to pay for DSTV?

Yes.

FAQs on Mastercard

Call the FCMB Contact Centre to activate your MasterCard.

 

I am yet to receive an email notification on my Mastercard activation

Check your junk / spam mail box if the email notification is not found your Inbox. If you still cannot find the email, please reconfirm email address.

 

Can I place a Direct debit instruction against my Naira account to fund my Prefunded MasterCard periodically?

Yes. Visit the nearest FCMB Branch to fill a Standing Instruction request form

 

How do I change my MasterCard PIN?

The PIN is used in its default state, it is not subject to change.

 

I inserted my MasterCard in an ATM and received the message "Limit exceeded". What do I do?

This means your Card limits on withdrawal has been exhausted. Call the Contact Centre to request for Increase in Card Limit for ATM withdrawals.

 

I inserted my MasterCard in an ATM and received the message "Insufficient Funds". What do I do?

This means your MasterCard account is not funded.

 

I just made some deposits into my MasterCard account but card is still not funded. What is the turnaround time for cash deposit to reflect in MasterCard account?

Turnaround time is 2 hours if there is no network delay.

 

I inserted my MasterCard in an ATM and received the message "Issuer inoperative". What do I do?

This is a network issue, so please try again later or use on another ATM machine.

 

I tried to make some payments online but my transaction was declined. What do I do?

Confirm that the personal information you are inputting is the same as the information you registered application. Also ensure the right CVV code (last 3 digits at the back of card) is being used.

 

I cannot access my MasterCard account online.

Check if you are inputting the right password and client account number. Also ensure that there is availability of network service.

Can multiple cards be issued from one Prefunded MasterCard account e.g. for joint account holders?

Yes.

FAQs on VISA Credit Card

VISA CREDIT CARD/PREPAID CARD

What is the billing cycle for my Visa Credit Card?

The Visa Credit billing cycle is for 30days (from the 21st to the 20th).

 

When does my billing date start?

Your billing date is the 20th of every month and you are expected to make the minimum monthly repayment on this date.

 

Is there a grace period after the due date to make the minimum monthly repayment?

You have a period of 10days after your billing date to make payment of monthly minimum due amount. Your card is subject to a monthly maintenance fee of N200 for Classic and N250 for Gold card holders.

 

What is monthly minimum repayment amount?

This is the least amount card holder is expected to repay monthly and is a percentage of amount spent during the billing cycle (21st to 20th).

Available settlement or monthly minimum repayment options are (10%, 25%, 50%, 75 % and 100%). In cases where your settlement option is 10%, the minimum due payment is usually 10% or 100USD, whichever is higher.

Penalties on late payments

  • Failure to make repayment on agreed settlement option after payment due date attracts a fee of N2000 for late payment fee per cycle.
  • Failure to make payment after 45 days would require payment of 50% payment, while after 60 days, 100% payment is required and card becomes inactive.
     

How is interest calculated?

Debit interest is calculated at 2.5% on outstanding after minimum payment has been made. Also over limit per even fee is also 3% of Excess amount dollars.

 

Limit on Visa Credit Cards

Cash withdrawal Limit: limit placed on cards for ATM withdrawal
Purchases: payment made using POS terminal.
Web limit: online purchase using card
Web (Without CVV): This refers to transaction where your cvv2 code is not required.
Due to the security reasons card default limit is set at N1. Customer would need to get in touch with the bank to permit such transactions, sites include Amazon.

 

 

CLASSIC DEBIT CARD

PLATINUM DEBIT

PREPAID

 

 

Count

Amount

Count

Amount

Count

Amount

Cash Withdrawal

Daily

5

150,000

10

250,000

5

150,000

PURCHASE (POS)

Daily

20

500,000

20

1,000,000

15

250,000

Web(Normal)

Daily

5

200,000

10

500,000

5

200,000

Magnetic transaction (POS & CASH)

Daily

1

100,000

1

100,00

1

100,00

Web (without CVV)

Daily

-

1

-

1

-

1

International Limit

Yearly

-

23,000,000

-

23,000,000

-

23,000,000

 

 

 

CLASSIC CREDIT 

GOLD CREDIT

PLATINUM CREDIT

 

 

Count

Amount

Count

Amount

Count

Amount

Cash Withdrawal

Daily

5

200,000

10

200,000

5

250,000

PURCHASE (POS)

Daily

15

500,000

15

500,000

15

750,000

Web(Normal)

Daily

5

250,000

5

250,000

5

500,000

Magnetic transaction (POS & CASH)

Daily

1

100,000

1

100,00

1

100,00

Web (without CVV)

Daily

-

1

-

1

-

1

International Limit

Yearly

-

23,000,000

-

23,000,000

-

23,000,000

 

Possible reasons why card can be declined.

  1. Credit card not activated
  2. Wrong PIN used (use of wrong PIN 3 times leads to your card being blocked)
  3. Wrong PIN used for online payment (customer using wrong iPIN or has yet to change default iPIN)
  4. Betting sites
  5. Exceeding limit on card (value and count)
  6. Supply of address inconsistent with address on the card for online payment
  7. Damaged chip

 

Things you should know when making payment on your card account. 
 

  • Payment on your card account reflects on your card at the close of business on payment day, thus it is important to make payment before close of business. Payments made after close of business may encounter delay transmission and will reflect at close of business the next working day. 

 

  • Kindly contact us before travelling out of the Nigeria, to allow us place a memo on your card and enable your transactions while abroad.

FAQs ON NAIRA DEBIT CARDS – VISA & MASTERCARD

About your Naira MasterCard

  • Your Naira MasterCard is accepted worldwide
  • Card must be activated and default pin changed before card can be used for transaction
  • Your card would need to be profiled for One-Time-Password (OTP) to make purchases online for local web transaction
  • Your card can be used to make purchases online

 

 

Reasons why your Naira MasterCard could be declined

  • Card is not enabled for magstripe transactions in specific countries (e.g. USA and Korea etc.). All customers are encouraged to kindly contact customer service before travelling with their cards to magstripe environments. (link to Contact Us page)
  • Card limit has been exceeded
  • Use of card on sites with securecode logo e.g. ACCA. Our Naira MasterCard is not yet enabled for use on the secure code platform
  • Betting sites
  • Default PIN not changed
  • Default account linked to your card is not funded.

 

VISA Naira Debit Card

  • Your Visa Naira Debit card is accepted worldwide
  • Card must be activated and default PIN must be changed on an FCMB terminal
  • To carry out web transaction, you would be required to change your iPIN on an FCMB terminal
  • It is important that you contact customer service to place a memo on your card before travelling abroad (Link to Contact Us page)

 

Reasons why your Visa Naira Debit card could be declined

  • Card has not been activated
  • Wrong PIN being used (use of wrong PIN three consecutive times will block your card)
  • Wrong expiry date for Internet transactions (iPIN)
  • Exceeding daily ATM withdrawal or POS or CVV 2 limits
  • Using an address different from that indicated on the card application form
  • Betting sites

FAQs ON MASTERCARD CREDIT AND PREFUNDED

What is the billing cycle for my MasterCard Credit?

The MasterCard Credit billing cycle is for 30days (from the 21st to the 20th).

 

When does my billing date start?

Your billing date is the 20th of every month and you are expected to make the minimum monthly repayment on this date.

 

Is there a grace period after the due date to make the minimum monthly repayment?

You have a period of 10days after your billing date to make payment of monthly minimum due amount. Your card is subject to a monthly maintenance fee of USD2.5 for Classic and USD5 for Gold card holders.

 

What is monthly minimum repayment amount?

This is the least amount card holder is expected to repay monthly and is a percentage of amount spent during the billing cycle (21st to 20th).

Available settlement or monthly minimum repayment options are (10%, 25%, 50%, 75 % and 100%). In cases where your settlement option is 10%, the minimum due payment is usually 10% or 100USD, whichever is higher.

Penalties on late payments

  • Failure to make repayment on agreed settlement option after payment due date attracts a fee of USD30 for late payment fee per cycle.
  • Failure to make payment after 45 days would require payment of 50% payment, while after 60 days, 100% payment is required and card becomes inactive.
     

How is interest calculated?

Debit interest is calculated at 2.45% on outstanding after minimum payment has been made. Also over limit per even fee is also USD30.

 

Limit on MasterCard Credit

 CARD LIMIT

CLASSIC 

GOLD    

 

DAILY 

MONTHLY

 DAILY

MONTHLY

 

COUNT

VALUE($)

COUNT

VALUE($)

COUNT

VALUE($)

COUNT

VALUE($)

ATM TRANSACTION LIMIT

3

600

10

2,000

3

1,000

10

3,500

PURCHASE TRANSACTION LIMIT

20

3,000

200

7,000

20

10,000

20

20,000

Please be informed that any of the limits can affect transactions once exceeded. Simply contact us if you require limit increase. (link to Contact Us page)

Reasons why your MasterCard Credit could be declined

  • Card not activated
  • Damaged chip
  • Wrong PIN used
  • Betting sites
  • Exceeding withdrawal or count limit on cards
  • Using an address different from that indicated on the card application form

 

Things you should know when making payment

  • The default pin that comes with your card remains the same, except card was compromised and a replacement card issued
  • Card renewal usually comes with same PIN.

 

Reasons why minimum due repayment may not be settled

  • Customer’s account provided as repayment account is not sufficiently funded to accommodate minimum due

For customers using salary accounts, a quarterly limit of USD5,000 is applied. Once this limit is exceeded, customer’s account would not be debited, which means a manual payment into the card account is required

FAQs ON LOANS

How do I get my outstanding loan amount or pay down amount on an existing loan?

Kindly contact us to request for your pay down amount and your outstanding payment due as at date will be forwarded to your registered email. Otherwise, please visit the nearest FCMB branch.

FAQs ON LOAN RATES CHANGE

Why do banks charge interest on loans?

Banks provide an intermediary service by collecting deposits from individuals and corporate organisations and lending to their own customers at an added fee, which is the interest charged.

 

Why do you increase interest rates on my loan account?

  • The price the bank pays for deposits, in addition to other costs of doing business, go up from time to time and, therefore, call for the need to increase interest rates.
  • Whenever the price at which banks borrow (interest expense) increases, the rate at which the same funds are lent to the customer (interest income) also increases.

 

How does the Central Bank of Nigeria (CBN) influence the interest rate increase or decrease on my loan account?

  • The CBN has a tool for controlling and managing inflation in the country, known as the Monetary Policy Rate (MPR). Accordingly, the MPR is used by the CBN to take interest rates up or down, as the need arises.

 

Why are the rates always going up but never come down?

  • Depending on the monetary thrust of the government, the CBN can reduce Monetary Policy Rate (MPR) or increase money supply to push down the borrowing rate. If this is done, banks (including FCMB) will have no choice but to reduce interest rates on loan accounts.

 

You always increase the rates on my account without informing me?

  • Rate changes are communicated to customers before they take effect.
  • We usually communicate these changes through e-mails and text messages, using the contact details that you provided at the point of opening your account.
  • As a standard practice, we also ensure letters are sent using courier services to customers that we suspect have not received any of our electronic forms of communication.

 

FAQs ON ADVANCE PAYMENT GUARANTEE

Can FCMB give me an Advance Guarantee letter without collateral?

Yes. The collateral for Advance Payment is the Advance Payment itself and the guarantees do not come into effect until funds are received by the Bank.

FAQs ON AUTOREG

Does FCMB do AutoReg?

Yes. Kindly visit our nearest branch (link to branch directory)

FAQs ON ONLINE ACCOUNT OPENING

How can you get to the online account opening platform?

Simply visit onlineaccount.fcmb.com

 

What type of account can I open?

An FCMB Savings account

 

Who is eligible to open an account?

The account is available to anyone resident in Nigeria and Nigerians resident abroad

 

Can I open a business account?

No. The service is available only for personal accounts.

 

Is the account restricted by age?

No, you can open a savings account regardless of your age.

 

What documents do I need to open an online account?

A scanned copy of your signature and passport photograph. Kid’s passport and birth certificate will be required if opening account for a minor.

 

How many accounts can I open using the online account opening platform?

You can open only one account for yourself on the online account opening platform.

 

Can accounts be opened on the portal if I already have an account with FCMB?

No, existing customers will be redirected to FCMBOnline where additional accounts can be opened.

 

How do I get a debit card?

You will be contacted once your account is opened if you reside abroad. Alternatively, you can always walk into any branch to pick up your card instantly.

 

How can I transfer money into my account?

You can fund your account using any of the following methods: Direct transfer from your account in Nigeria/abroad into your new FCMB account. (Details of FCMB’s correspondent bank will be sent to you if you reside outside the country). Direct cash credit into your account at any FCMB branch in Nigeria.

 

Will my account be opened if I do not have/provide my BVN when filling out an application?

Yes, it will be opened and you will receive your account number instantly, but the account will not be fully operational until you provide your BVN. You are expected to visit the branch to either provide your BVN if you are already registered or register for the BVN if you have not done this before.

 

Can I open a joint account?

No, joint accounts can’t be opened on the online account opening platform.

 

What should I do, I have completed the application form but yet to receive my account Number?

Please call our 24/7 Contact Centre on 07003290000 or send an email to customerservice@fcmb.com

 

Who should I contact if I have any other questions?

For more information on our products and services, please call our 24/7 Contact Centre on 07003290000. Alternatively send an email to customerservice@fcmb.com