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Frequently Asked Questions

  1. Will the ITMs replace employees?

    Not at all.  ITMs are an extension of our people and not a replacement for them.  They are fully operated by a live person on the other end, who is there to help you as you conduct your transaction.  First Security ITMs allow us to serve you with significantly extended hours without losing the personal touch that we all value so much.

  2. What hours will ITMs be available?

    7 - 7 - 5: ITMs will be open for business from 7AM - 7 PM Monday through Friday.  In addition, ITMs will be open from 7AM - 1PM on Saturdays.  These hours are in addition to current lobby hours, where you will continue to have the option to walk in and conduct a transaction directly with a First Security banker in person.

  3. What kind of transactions can I do at a First Security ITM?

    Most all transactions that are currently done face-to-face with a teller can be done at an ITM, including deposits, withdrawals, account transfers, loan payments and more!  Simply touch the ‘Start’ button on the screen and get connected with a live First Security video banker to begin the transaction.

  4. How do I use a First Security ITM?

    Simply touch the ‘Start’ button on the screen and a First Security video banker will appear to assist you with your transaction. Once you have been connected with a video banker, you will be able to see and speak with a live person that can easily walk you through your transaction if it is your first time using the ITM.

  5. How is an ITM different from an ATM?

    ITMs provide a personal interaction with a live First Security video banker. Each time you use an ITM you will be connected with a video banker to have a face-to-face conversation as you conduct your transaction. In addition, they allow you to conduct more transactions than an ATM, including deposits, withdrawals, account transfers, loan payments and more!

  6. Can I cancel a payment?

    Yes, you may cancel a payment anytime before or on the send date. We will notify your contact if you cancel the payment on the send date.

  7. Will my conversation be private?

    Yes, First Security ITMs offer a number of ways that you can maintain privacy as you conduct your transaction.  Drive-Up ITMs provide you the option to adjust the volume on the speakers, plug in your own earbuds or headset, or utilize the chat feature on the screen to type messages.  Your privacy is important to us and the ITMs allow you the flexibility to choose how you communicate with a video banker.

  8. What are the different payment statuses?

    Below is a list of the possible payment statuses and their definitions:

    • Pending: We notified your contact of this payment. The funds will be withdrawn from your account tomorrow.
    • In Progress: We have notified the contact and are currently processing the payment. Please view payment details for more information. If this is a payment you received, then you have successfully initiated the deposit of the payment, but the funds are still en route and will not be available in your First Security account.
    • Canceled: The payment was canceled per your request.
    • Failed: A payment may fail due to one of the following reasons:
      • There are insufficient funds in the account to cover the amount of the payment. The contact is unable to validate access to the mobile phone as provided by you. We are unable to deposit the funds into the contact’s bank account.
      • If this is a payment you received, then the payment may fail because we are unable to deposit the payment into your First Security account or you were unable to verify the mobile phone number as provided by the sender.
    • Stopped: The payment was stopped per your request and the funds are returned to your account. If this is a payment you have received, then this payment was stopped by the sender.
    • Expired: The contact has 10 days from the send date to deposit the payment, after which the payment expires and the funds will be returned to your account.
    • Completed: The payment has successfully been deposited into the recipient account. If this is a payment you received, then the payment has successfully been deposited into your First Security account.
  9. What are the different ways I can send money to someone?

    1. Email: Your contact will receive an email message with instructions on how to deposit the payment directly into their bank account.
    2. Mobile Number: A text message will be sent to the recipient on your behalf with instructions on how to direct the payment into his or her bank account. If the recipient does not respond to the payment notification after 3 days, a reminder text message will be sent on your behalf to the recipient reminding them to act on the payment notification.
    3. Bank account: Using your recipient’s routing and account numbers, the payment will be directly deposited into the contact bank account
  10. Why am I asked to verify my email and mobile number?

    Popmoney enables anyone to send you money using your email address or mobile phone number. To ensure you receive these payments, you need to register and verify your email address and mobile phone number. We’ll inform you when your payment is processed, when your recipient has deposited the payment, and if any changes are made to your Popmoney profile. We will also inform you in the event that your payment fails. In addition, for your protection we may send you a text message with a verification code to your mobile phone when you send money.

  11. Will my bank account information be shared?

    No, your bank account information, and the bank account information of your recipient, will always remain confidential. Your recipient will see your first name, last name, the message you wrote for the payment, and your email address or mobile phone number, depending on how you sent the payment.

  12. What are the fees associated with Popmoney?

    There are fees associated with each Popmoney transaction.

    • Standard Delivery - $.50

    Fees may apply for faster delivery and they would be shown when you select the date you’d like the transfer to happen.

  13. What is Popmoney?

    Popmoney is an innovative payment service offered by First Security that eliminates the hassles of checks and cash. Now, sending and receiving money is as easy as emailing and texting. Best of all, you don’t need a new account to send or receive money. Just use your current bank account.

    Use Popmoney to:

    • Send money to your child at college
    • Send a gift to family and friends
    • Pay back friends for that fun outing
    • Pay your babysitter or your lawn care service
    • Pay rent to your landlord or roommates

    Popmoney is easy and convenient for you and the people you send money to... they can simply receive the money into their bank account online, saving them a trip to the bank.

  14. When will the funds be deducted from my account?

    Funds will be deducted from the customer’s account right away.

    If the payment is initiated before 9:00pm on a business day, the funds will be debited from your account on the same day.

    If you make a payment after 9:00pm or on a non-business day, the funds will be deducted from your account on the next business day.

  15. What if the sender has provided the wrong mobile number or cannot receive text messages?

    Please call the sender to have them edit the mobile phone number; the sender can edit the mobile phone number to the correct one by clicking Activity and editing the payment within the Popmoney personal payment service from their bank or at www.Popmoney.com. Do not attempt to deposit this payment. We will return the funds to the sender if you are unable to verify access to the mobile phone.

  16. Can I send money internationally?

    No, currently you can only use Popmoney® to send money within the United States. If you send a payment to your contact’s email or mobile, your contact will be required to provide a US bank account to receive the funds. Otherwise, the payment cannot be processed and the funds will be returned to your bank account.

  17. Have questions?

    Visit our website at 1stsecuritybank.com or contact us at: 1.800.272.0159 or (641) 228-2343

  18. What happens when a payment expires?

    The recipient has 10 days from the send date to deposit the payment, after which the payment expires. When this occurs, the funds are returned to the sender’s First Security account.

  19. Why do I have limits on my payments?

    For your protection, limits have been created on how much money and how many payments can be sent during various time periods. This amount may vary and will be displayed to the user within the Popmoney transfer screens.

    A customer can view their limits by going into their Popmoney screen and creating a payment - once you enter in the “To” field and the dollar amount a question mark will appear to the right of “Amount” - click on this question mark and it will let you know your daily and monthly limits

  20. What is automatic deposit?

    Automatic deposit is the easiest and fastest way to receive money. It allows you to designate one account into which all incoming payments are deposited. Once the automatic deposit is turned on, there’s nothing more for you to do - all payments made to you will be automatically deposited into your selected account and you will be informed via email when the funds are available. You can edit automatic deposit settings in Preferences once you are logged into Popmoney in Online Banking.

  21. How does Popmoney work?

    Sending Money

    To send money, log in to your First Security Online Banking and choose Bill Pay from your list of options on the left hand side, and once in Bill Pay, choose PopMoney. Send money to anyone using their email address, mobile number, or bank account information. You will be notified once the transaction is completed.

    Receiving Money

    The recipient will get an email or text message telling them that someone has sent them money. If the recipient is a First Security customer, that person just logs in to their Online Banking to retrieve the funds. If the recipient’s bank offers Popmoney, the recipient can log in to their account and direct the funds there. If the recipient’s bank does not offer Popmoney, the recipient can provide their bank account information at Popmoney.com. The recipient’s money will be sent to that account. If the recipient does not provide their account information within 10 days the payment will be automatically returned to the sender’s account.