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New Online Banking Security Feature
The protection of your personal information is very important to us. We are pleased to announce an added login security feature using One-Time Passcodes (OTP) was activated Tuesday, November 18, 2025. This feature will help guard your personal information by adding an enhanced layer of identity verification to online financial interactions. This security feature will help ensure that your First Citizens State Bank online accounts are protected from scammers, fraudulent access and other cyber threats.
What do I need to do?
During your first login after the OTP feature is active, you will be asked one of your existing security questions to verify your identity. Once confirmed, you will be prompted to register the new feature by confirming/adding up to five (5) phone numbers that are able to receive the OTP by either text or voice call. After that, you can continue to use Online/Mobile banking as normal.
What happens after I’m registered?
Each time you login, the system will look for differences from your previous logins and if it detects a different IP address/location, browser version, device, internet connection type, etc, it will prompt you to request and enter an OTP to verify your identity. As the system recognizes your activity and history, it will decrease the frequency with which it requests verification
How does the new security feature work?
When logging into online banking on your computer from an unknown device, different location, web browser, etc., you will be prompted to receive a message (text or voice) on your phone with a one-time passcode (OTP) – a 6-digit code. You will be asked to enter this code to complete the login process on your computer. This feature takes the place of answering security questions when logging into online banking. This feature is also available in the mobile app.
What is the OTP and where will it come from?
The OTP is a "One-Time Passcode". This is the 6-digit code that will be sent to you via text or phone call to be entered into the dialogue box when logging into Online or Mobile Banking upon request. If receiving the code via text, it will come from the number "36397". If you are receiving the code via phone call, it will come from 1-679-498-2706.
I am entering the code I received via text, but still not getting logged in. Why isn't it working?
Please be sure to enter the 6-digit code within the text message and not the 5-digit number that the text is sent from (36397). If you are still not gaining access, please contact our Relationship Bankers.
What if I have more questions?
We are here to help. If you have further questions, please call our Relationship Bankers at 262-473-2112 or email customerservice@firstcitizensww.com.
Thank you for trusting us to help ensure your online safety!