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Frequently Asked Questions | Personal Online Banking FAQs

What is FirstLink Online Banking? [back to the top]
FirstLink Online Banking is our Internet Banking Product, which allows you to perform various transactions on your personal computer (PC) from any location, as long as you have access to the Internet and a secure browser. You may check account balances, receive information about transactions within your accounts, make transfers between your accounts, and stop payment on a check.

You may add our Free FirstPay Bill Payment service to pay all of your bills using the Internet. We have built in a convenient QIF feature, which allows you to download your latest account information into money management software such as Quicken or Microsoft Money.

What is FirstLine Telephone Banking? [back to the top]
This is our automated telephone banking system that allows you to access your account information from any touch-tone telephone.

How much does FirstLink Online Banking and FirstLine Telephone Banking cost? [back to the top]
There is no charge for FirstLink Online Banking or FirstLine Telephone Banking. There is never a service charge for personal accounts to access your account information, review history or check balances. Of course, normal account charges may apply depending on the transactions performed, such as stop payments or transfers. Please refer to our Checking and General Fees brochures for any related fee information.

How much does FirstPay Bill Payment cost? [back to the top]
For personal accounts FirstPay Bill Payment is Free! When you want to pay a bill, you just specify the merchant to pay, which account to use, and the date to process the payment. It's fast and easy. No checks to write, no envelopes to address and no stamps to lick or peel!

How do I enroll in FirstLine Telephone Banking, FirstLink Online Banking and/or FirstPay Bill Payment? [back to the top]
Click here to obtain an online application.

Will I have access to all of my accounts? [back to the top]
Currently you can access your deposit accounts, consumer loan accounts, mortgage loans and lines of credit through FirstLink Online Banking. Access to The First National Bank of Long Island VISA accounts are not available at this time.

What are the Terms and Conditions for FirstLink Online Banking and FirstPay Bill Payment? [back to the top]
Click here to view the Terms and Conditions.

What software and equipment do I need to access FirstLink Online Banking? [back to the top]
You will need an Internet Service Provider, a modem (14.4 baud or higher is recommended), and in order to protect your information, you must use a browser that supports a minimum of 128-bit encryption, such as Firefox 3.0 or above and Microsoft Internet Explorer, version 6, 7, or 8. If you are not using a recent version of Firefox or Explorer you may wish to obtain a free download of either one now. Click the browser below that you want to download and follow the instructions.

     

Will I be able to access FirstLink Online Banking if I am a Mac User? [back to the top]
No. At this time the Mac OS and the browsers that run within it are not supported. Not all online functions and features will be available for browsers running on the Mac Platform.

How secure is FirstLink Online Banking? [back to the top]

We are as interested in security as you are! When you log on to FirstLink Online Banking you enter a "secure server" environment. You will know you are in a secure area when the solid key appears in the lower left corner of your Netscape screen, or when the closed lock appears in Microsoft  Internet Explorer. When you are not in a secure session, Netscape's key appears broken and Microsoft's lock is not shown.

We use the latest Secure Sockets Layer (SSL) cryptography. This means that each and every time your account information is transmitted between our computers and yours, it is automatically encrypted (scrambled) to keep the transmission private and confidential. Interception of data is prevented by user authentication and eavesdropping is prevented by data encryption. Once inside the secure server, a second proprietary system is used for password protection to prevent unauthorized access.

FirstLink Online Banking will require you to enter a User ID as well as a Password. You should never distribute either of these codes unless you want someone else to have access to your account. Treat this User ID and Password as you would your PIN for ATM access. We strongly urge you to never write it down; memorize it! In addition, your Internet service provider must support Secured Sockets Layers (SSL) technology and you must use a secure Web browser. You should take appropriate precautions to keep your computer clean and free from viruses that could be used to capture Password keystrokes.


How can I make FirstLink Online Banking more secure?[back to the top]
For added security, we recommend that you exit your browser completely when you are finished using FirstLink Online Banking.  You may also want to consider clearing your browser's cache and deleting any temporary files.

Your browser's cache stores the contents of all the Web pages that you have visited during a session.  To safeguard your information and prevent another user from viewing what you have entered, you should clear the cache memory after you have completed your electronic banking session.  To clear your browser's cache, follow the instructions below:

Firefox 3.x users:

     1. Select Tools, then Clear Recent History.
     2. In the Time range to clear dropdown box, select Everything.
     3. Select the Details arrow button.
     4. Verify the checkmark box for Cookies is checked.
     5. Select the Clear Now button.

Internet Explorer 6.x users:

     1. Select Tools, then Internet Options.
     2. Select Clear History.
     3. Select Yes to Delete Files.
     4. Select Ok to close the Internet Options screen.

Internet Explorer 7.x users:

     1. Select Tools, then Delete Browsing History.
     2. Select the Delete cookies button.
     3. Select Yes.
     4. Select Close to close the Delete Browsing History screen.

Internet Explorer 8.x users:

     1. Select Safety, then Delete Browsing History.
     2. Verify the checkmark box for Cookies is checked.
     3. Select the Delete button.


What is your security policy?[back to the top]

We have taken significant measures to help ensure that your personal information remains confidential and secure within our Bank. We use state-of-the-art network, data, and physical security practices to protect your data to the best of our ability.

Security Overview

We make every effort to ensure that your information is protected. We use current industry standard encryption and employ SSL encryption to insure that information passed between our site and your browser is secure. Physical Security

All servers involved in gathering, storing, and providing the data to you are operated in a secure data center that has restricted access to authorized personnel only. Our data center is monitored 24 hours per day and only certified employees are permitted on premises through the use of a picture ID and electronic access. A record is kept of all personnel who have entered the secure data center.

Access to servers requires multiple levels of authentication and sensitive data including your access credentials and account numbers are always stored in encrypted format at all times.

Our employees are made aware of our security policy's procedures and practices through their acceptance on a yearly basis that they have carefully reviewed and abide by it.

Firewalls

All external access to our internal network must go through firewalls. Additional firewalls are used to secure access to the application and database from internal sites within our institution. Our firewalls are regularly tested to insure that they are able to protect your personal information from unauthorized external and internal access.

Intrusion Detection

We use an Intrusion detection system to continuously monitor unauthorized attempts to access our site.

Secure communications between systems

We use SSL to securely encrypt and protect all communications between your browser and our web servers.

Internal Business Practices

We store all access credentials in an encrypted format on a secure data warehouse. Only a few authorized individuals have access to the data warehouse and no one except you can ever see the access credentials that you have provided.

We require all users to provide ID's and passwords using both alpha and numeric characters to prevent easy guessing of passwords by unauthorized individuals. If you ever lose or forget your password, we allow you to reset it by first accessing a token sent only to your email address on record and then providing the answer to your secret question or by calling your branch and having them reset your password.

Questions

If you have any questions about our security procedures you can contact us via email at customerservice@fnbli.com or by phone at 516-671-4900 or 212-566-1500. Be sure to provide your name, contact information, and clearly state the question. We will make every effort to answer your questions.


If I have FirstLink Online Banking, do I automatically have access to FirstLine (Telephone Banking), or vice versa? [back to the top]
Here's how it works! If you have FirstLine (Telephone Banking), you DO NOT have access to FirstLink Online Banking over the Internet until you submit an application and it is processed. However, if you currently have FirstLink Online Banking or when you sign up for FirstLink Online Banking, then FirstLine Telephone Banking will automatically become available to you without the need to submit an additional application.

Do I need two Personal ID Numbers (PINs)? [back to the top]
For your initial signon, you will use your FirstLine Telephone Banking User ID and PIN.  After a successful signon, you will be prompted to change both your User ID and PIN.  Your new User ID must be 6-20 characters.  You will now use a Password instead of a PIN, which must be 6-12 characters, use at least one alpha character and one numeric character.  Both your new User ID and Password may not contain spaces or special characters.

What do I do if I get an error message saying that my account is invalid at the logon screen? [back to the top]
The account number for FirstLink Online Banking is initially the same as your FirstLine (Telephone Banking) account number. After the first signon, you will be prompted to change your User ID and Password.  Double check that you are using the correct User ID and Password.  If the error reappears, call your branch or contact us for assistance.

If I forget my Password or have been locked out of FirstLink Online Banking, how do I change it? [back to the top]
If you forget your password you can click on reset password or unlock your account button and follow the instructions or you can simply call your local branch and a representative will arrange to have your Password reset.

Can I access FirstLink Online Banking via MSN TV? [back to the top]
We are sorry that you will be unable to access FirstLink Online Banking via MSN TV due to Web TVs security encryption limitations.

What can I use FirstLink Online Banking for? [back to the top]
FirstLink Online Banking provides you with Internet access to your accounts and the means to perform a variety of functions in a secure, convenient way: monitor account balances, review transaction history, monitor interest earned and paid, transfer funds and place stop payments. Access your checking accounts, savings accounts, CDs, installment loans, home equity loans, mortgages, First Class Credit accounts and pay bills for FREE!

Deposit Account Definitions[back to the top]
  • Balance Last Statement: Displays the ending balance in your account on your last statement date.
  • Last Statement Date: Date of last activity statement rendered on your account. This is the date that activity ended on your last statement in this account.
  • Available Balance: This balance is calculated using the ledger balance less any POS purchase, ATM withdrawal, or holds placed on the account after the 2:00 p.m. processing time, plus any electronic deposits or transfers from another account that have not yet posted.
  • Next Statement Date: The date on which your next statement will be rendered to you.
  • Ledger Balance: The balance in your account after that day's posting of transactions from the 2:00 p.m. cutoff. When looking at the ledger balance, you must take into consideration any checks, drafts, ATM withdrawals, POS purchases, electronic deposits, or transfers made, that have not yet cleared your account.
  • Ledger Balance as of: This date reflects the last bank posting date that ends at 2:00 p.m. each day.
  • Last Deposit: The amount of the last deposit to your account.
  • Last Deposit on: The date the last deposit was made.
  • Interest Accrued This Statement: Reflects the amount of interest that has accrued on this account since your last statement date.
  • Todays Credits: Reflects any cash deposit or electronic deposit (such as a direct deposit) or transfers not posted to the account.
  • Interest Accrued YTD: Reflects the total amount of interest accrued on this account for the current year.
  • Todays Debits: Reflects any ATM withdrawals, Point-Of-Sale purchases, holds, or transfers made from this account, not posted.

What is the difference between my ledger balance and my available balance?[back to the top]
Your ledger balance is your beginning-of-the-day balance. Your available balance is your beginning-of-the-day balance plus or minus any of "todays credits" or "todays debits". For example: your ledger balance is $100. Todays credits total $50 (you deposited $50 cash at your branch), and todays debits total $20 (you took $20 from an ATM). Your available balance would be $130. Note: other transactions may be debited or credited to your account throughout the day.

How do I deposit funds? Make withdrawals? [back to the top]

Here are some of the ways to make deposits and withdrawals with The First National Bank of Long Island.

Deposits:

Visit your local Branch.

Direct Deposit into your account is a fast and efficient method.

ATM  Many of our ATMs will accept your deposit.

Wire Transfers  This is a convenient option for moving funds from another institution into your First National Bank of Long Island deposit account.

Withdrawals:

Visit your local Branch.

First Class Teller Card provides you value and convenience, use it for cash withdrawals at ATMs wherever you see the NYCE, Cirrus, MAC, Plus or HONOR signs. Use it at most merchant locations, simply swipe your First Class Teller Card, use your PIN, sign and go! The total of your purchase will be automatically deducted from your Checking Account.


How much of my past deposit account history is available to me? [back to the top]
You will have two prior statement cycles of history available to you, as well as days on your current cycle. Your history will then continue to build to a maximum of 16 months.

What is the cutoff time for Funds Transfers? [back to the top]
The cutoff time for Funds Transfers is 8:00 p.m. EST. Any transfer conducted after 8:00 p.m. will not be reflected in the account balance until the following night.

When is FirstLink Online Banking available? [back to the top]
FirstLink Online Banking is available 24 hours a day, 7 days a week, 365 days a year. It is only down between the hours of 1:00 a.m. and 2:00 a.m. EST when we update your accounts.

When I conduct a transaction via FirstLink Online Banking, when are my updates to the account posted? [back to the top]
Although you can access your account information at any time and do transactions between your accounts, your transactions are not posted on "real time". FirstLink Online Banking transactions will not be reflected in the account balances until the applications posting the next business day.

When viewing my account balances on the account information screen, my balance is showing $0. [back to the top]
The FirstLink Online Banking product first reads a customer's account transaction to retrieve all accounts associated with the customer for balances. If the host system is down or off-line, the balance that FirstLink Online Banking will display is $0.

Can I use Quicken/Quickbooks or Microsoft Money with FirstLink Online Banking? [back to the top]
Quicken and Microsoft Money cannot be used as a direct interface with FirstLink Online Banking. However, you can download your First National Bank of Long Island account information into either Quicken/Quickbooks 6.0 or Microsoft Money 6.0 or any lower version.

How does the downloading process work?[back to the top]
The download allows you to transfer account transaction information from the internet to Quicken/Quickbooks or Microsoft Money.

How do I download my account information into Quicken/Quickbooks or Microsoft Money using Netscape as my browser? [back to the top]
  1. From the online banking account history screen, click on the "Download History" button. This will bring up a screen where you can select a range of dates from which to download.
  2. Select a range of dates from which to download.
  3. After selecting the dates, click on "Download". This will bring up a box that says you have started to download a file of type text/qif.
  4. Click on "Save File". Once you've done this, you can now go into Quicken/Quickbooks or Microsoft Money and import the file.

How do I download the information using Microsoft Internet Explorer as my browser? [back to the top]
  1. Steps (1) and (2) are the same as above.
  2. Click on "Download". This will bring up a box, which will ask you what you would like to do with the file.
  3. Click on "Save file to disk". As an example, make sure the default file name is "SOMETHING.qif".
  4. Click on "OK" to begin the download.
  5. Once you've done this, you can now go into Quicken/Quickbooks or Microsoft Money and import the file.

When I download my statement into Quicken or Micrososft Money, will the transactions reconcile with transactions that I have manually entered into my Quicken or Money register? [back to the top]
No, the two will not reconcile. It is recommended that you begin with a blank Quicken or Miscrosoft Money checking account statement, with the appropriate corresponding beginning balance, and download your First National Bank of Long Island information daily or weekly. This will give you the capability of then using the Quicken or Money management tools.

When will I be able to access my information through Quicken or Microsoft Money? [back to the top]
You cannot use Quicken or Microsoft Money as host access. You can only download your checking account history information into Quicken or Money software.

When will payments be sent using FirstPay Bill Payment? [back to the top]

When you schedule a payment, you can select to process it "ASAP" or you can select a specific date up to one month in the future. If you select ASAP as your Process Date and submit your payment request prior to 8:00 p.m. Eastern Standard Time on a business day (Monday-Friday, excluding holidays), the funds will be withdrawn from your account that day and the payment will be sent the following business day. If your ASAP payment request is made on a non-business day, the payment will be processed (and funds withdrawn) on the next business day and sent the following business day.

You can choose a Process Date on a specific date up to one month in the future. If you select a process date that is a non-business day, the payment will be processed (and funds withdrawn) on the next business day and sent the following business day.

We recommend that all Process Dates you select be at least five (5) business days before the actual "payment due date", not the late date and/or grace period date.


Can I add a merchant and pay them immediately? [back to the top]

By clicking the "Add A Merchant" button, you can add a merchant to your list and pay a bill immediately. Simply perform a search for the merchant to determine if the merchant already exists on the banks database. If a match is found, you can save time by simply choosing to establish a link with the merchant and entering your account number with the merchant.

If the merchant is not on our database, select "Add Your Own Merchant" and enter the merchants full name, address, phone number and account number. You will still have the ability to pay this merchant immediately.

Its that easy. Once your merchant has been linked to your account, you can go to "Your Merchant List" to create a recurring payment or pay the bill by selecting "Pay A Bill".


Can I schedule a bill to be paid on the same date each month using FirstPay Bill Payment? [back to the top]
Yes, you can pay bills you receive monthly if the payment amount remains the same. You can set up a new merchant for recurring payments or modify an existing merchant to pay monthly. Please see the Recurring Payment Details on the main FirstPay Bill Payment screen.

Is there a limit to the bill payment amount? [back to the top]
Yes, a bill payment may not exceed $10,000.

Can I view my pending bill payment transactions? [back to the top]
By clicking on the "Pending Transactions" button you can view your pending transactions. Please note that your recurring payments are not displayed until the day of the scheduled payment date. To view or cancel a recurring payment, simply go to your "Merchant List" and then modify the merchant payment information.

How do I review my detailed merchant information? [back to the top]

Your personalized Merchant List is now available to provide a means of quickly viewing detailed merchant information. By clicking on the "Your Merchant List" button, the following information is available for each merchant:

Account Number

Address

Phone Number

Recurring Payment Information

You can also establish or modify a recurring payment, modify merchant information or delete a merchant from your Merchant List.


How do I change a merchant's address? [back to the top]
To change your merchant's address, simply complete the following steps:
  1. Add a new merchant with the updated address.
  2. Re-enter your account number and applicable payment information.
  3. Link the merchant to your account.
  4. Once you have successfully linked the merchant to your account, delete the merchant with the old address from your merchant list.


 
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