• FAQs

    Select a topic below to view frequently asked questions.
  • Mobile Banking

    Who can use First Niagara Mobile Banking?

    You can use Mobile Banking if you have a checking account, savings account, mortgage, consumer loan or CD with First Niagara and you are enrolled in Online Banking.

    What are the Mobile Banking options?

    • iPhone®, Android™ or BlackBerry® app
    • Mobile Web
    • Text Banking

    How can I get started with First Niagara Mobile Banking?

    Mobile Apps:

    • Search for the iPhone and Android First Niagara Mobile Banking apps at the Apple App StoreSM or Google Play™ Store.
    • Download the BlackBerry app through Online Banking via the Mobile tab.

    Mobile Web:

    • Visit FirstNiagara.com from your mobile device and Sign in to Mobile Banking.
    • Receive a link to visit after registering your device through Online Banking via the Mobile tab.

    Text Banking:

    • Get started with Text Banking by signing in to Online Banking and selecting the Mobile tab.

    For more information, please call us at 1-800-421-0004.

    Customer Contact Center Hours:
    Mon. − Fri. 6 a.m. to 9 p.m. ET
    Sat. − Sun. 8 a.m. to 6 p.m. ET

    What is One-Swipe Balance™?

    One-Swipe Balance is a convenient feature that allows you to quickly and securely view available balances for up to five of your accounts without signing in to Mobile Banking. To access One-Swipe Balance, swipe down on the small arrow below the title bar on the Sign In screen. This feature is available in the latest Mobile Banking app version for iPhone and Android.

    Please note: One-Swipe Balance is not password-protected and anyone who has access to your phone may view your available account balances only. In order to move funds or access accounts, you have to be signed in to Mobile Banking.

    Will One-Swipe Balance work on my phone?

    One-Swipe Balance is available on iPhone and Android phones only. The feature is currently supported on iOS 4.3 or higher and Android Version 2.1 or higher.

    To begin using One-Swipe Balance, your First Niagara Mobile Banking app must be updated to the latest available version.

    How do I update my First Niagara app?

    iPhone app update instructions

    1. Open the App Store on your iPhone
    2. Tap the Updates icon on the bottom of the screen
    3. Tap the Update button next to the First Niagara Mobile Banking app icon
    4. Enter your App Store password if prompted
    5. Within minutes your app should be updated

    Android app update instructions

    1. Open the Google Play Store on your Android
    2. Tap My Apps
    3. Tap the Update button next to the First Niagara Mobile Banking app icon
    4. Enter your Google Play password if prompted
    5. Within minutes your app should be updated

    Once your app is updated, One-Swipe Balance will be automatically activated and available balances for your first five accounts will be displayed. To begin using One-Swipe Balance, swipe down on the small arrow below the title bar on the Sign In screen.

    How can I begin using One-Swipe Balance?

    To begin using One-Swipe Balance, your First Niagara Mobile Banking app must be updated to the latest available version. Once your app is updated, the feature will automatically be activated and available balances for your first five accounts will be displayed. To view your accounts with the feature, swipe down on the small arrow below the title bar on the Sign In screen.

    How can I turn off One-Swipe Balance?

    You can disable the One-Swipe Balance feature through Online Banking via the Mobile tab.

    Go to My Accounts and deselect the checkbox next to all of your account names under the One-Swipe Balance column. Once you deselect the checkboxes for all of your accounts and choose Update Accounts¸ One-Swipe Balance will be disabled on your phone.

    How can I edit my account display list with One-Swipe Balance?

    You can manage your One-Swipe Balance account list through Online Banking via the Mobile tab.

    Go to My Accounts and verify you have selected the account you would like to view with the feature. If it is not selected, check the box under the One-Swipe Balance column next the account name. Keep in mind, you may only view available balances for up to five of your First Niagara accounts. Select Update Accounts to save your new One-Swipe Balance settings.

    What is Mobile Check Deposit?

    Mobile Check Deposit is a faster, more convenient way for iPhone and Android mobile app users to deposit checks from their phone. Take a picture of an endorsed check and tap Upload to send deposit funds into your checking account.

    Will Mobile Check Deposit work on my phone?

    Mobile Check Deposit is available on iPhone and Android only. The feature is currently supported on iOS 4.3 or higher and Android Version 2.1 or higher. Mobile Check Deposit is not available on the BlackBerry app.

    To begin using Mobile Check Deposit, your First Niagara Mobile Banking app must be updated to the latest available version.

    Why don’t I see a Deposit tab in my phone’s menu?

    If you just joined Mobile Banking, it will take up to 48 hours for the Deposit tab to appear. Mobile Check Deposit is subject to certain eligibility requirements. If you do not see the Deposit tab after 48 hours or have more questions, please call the Customer Contact Center at 1-800-421-0004.

    What are the eligibility requirements for Mobile Check Deposit?

    You must be a First Niagara banking customer enrolled in Online Banking and Mobile Banking, with less than three “Non-Sufficient Funds” (NSFs) or returned items in the past 12 months.

    How do I update my First Niagara app?

    iPhone app update instructions

    1. Open the App Store on your iPhone
    2. Tap the Updates icon on the bottom of the screen
    3. Tap the Update button next to the First Niagara Mobile Banking app icon
    4. Enter your App Store password if prompted
    5. Within minutes your app should be updated

    Android app update instructions

    1. Open the Google Play Store on your Android
    2. Tap My Apps
    3. Tap the Update button next to the First Niagara Mobile Banking app icon
    4. Enter your Google Play password if prompted
    5. Within minutes your app should be updated

    Once your app is updated, you may begin depositing checks with Mobile Check Deposit.

    How is Mobile Check Deposit secure?

    Mobile Check Deposit has the same security features as Mobile Banking.

    How does Mobile Check Deposit work?

    Sign in to the First Niagara Mobile Banking app and follow these steps.

    1. Tap the Deposit section
    2. Select Upload New Deposit
    3. Choose the account you want to deposit funds into
    4. Enter the check amount
    5. Select Take a Picture:
      • Make sure your check is legibly endorsed with pen
      • Place your check on a flat surface in a well-lit area
      • Position your camera directly over the check and fit all four corners of the check in the camera frame
    6. Capture the front and back of your endorsed check
    7. Tap Upload to deposit your check

    How should I endorse my check?

    Sign the back as you normally would and First Niagara recommends you write “For FNFG mobile deposit only” below your signature.

    When will my Mobile Check Deposit funds appear?

    Funds deposited before noon Eastern Standard Time normally post the same business day. Deposits submitted after noon Eastern Standard Time normally post the next business day.

    Can I deposit more than one check per day?

    You may deposit up to 15 checks per day, totaling up to $5,000.

    Can a single check be deposited more than once?

    As a part of our Mobile Banking security, checks can only be deposited once with First Niagara Mobile Banking. If a user tries to deposit a check more than once, an error message will appear informing the user that the check has already been deposited.

    What if I accidentally try to deposit a check more than once?

    As a part of our check safeguard system, checks can only be deposited once. If you try to deposit the same check more than once with Mobile Check Deposit, it will be rejected. If you accidentally deposit the same check in a branch or ATM and through Mobile Check Deposit, our processing system will reject the duplicate check and notify you in writing.

    If you write a check to someone else, the same system will ensure that your check is only deposited once in any channel.

    What should I do with my check after depositing it with Mobile Check Deposit?

    Write "Mobile Deposit on Date" on the front of your check. The date should be the month, day and year of your deposit. It is recommended that you retain your paper check for 60 days to confirm the deposit was received.

    How many checks can I deposit in one photo?

    Each photo upload can only contain one check image. The deposit amount must match the amount of the check in the photo.

    You can upload up to 15 check images per day, totaling up to $5,000. Each upload must only contain one check image and deposit amount for that individual check.

    What types of checks can I deposit?

    You can deposit personal or business checks properly made payable to you and drawn on any U.S. financial institution. If a check you are attempting to deposit is not of the standard dimensions (6" x 2¾"), Mobile Check Deposit may not be able to recognize certain features. In that case, please visit a First Niagara branch or ATM to deposit those nonstandard items.

    The following checks will not be accepted through Mobile Check Deposit:

    • Canadian checks (all checks drawn on a Canadian bank, regardless of funds type)
    • Foreign checks (all checks drawn on banks outside of the United States and Canada)
    • Checks not made out to the account holder
    • Post- or stale-dated checks
    • Money orders

    How much does First Niagara Mobile Banking cost?

    There is no cost for Mobile Banking. We want you to be able to conveniently bank at any time or place. Remember, there may be additional charges based on your mobile carrier.

    What are my Login ID and password?

    You will sign in to First Niagara Mobile Banking using your Online Banking Login ID and password.

    If you forgot your Login ID or password, please call us at 1-800-421-0004.

    Customer Contact Center Hours:
    Mon. − Fri. 6 a.m. to 9 p.m. ET
    Sat. − Sun. 8 a.m. to 6 p.m. ET

    What can I use First Niagara Mobile Banking for?

    First Niagara Mobile Banking allows you to check account balances, view account activity, view and modify pending payments, pay bills, make transfers, find an ATM/Branch and more.

    Note: You cannot set up new bill payees through Mobile Banking.

    iPhone and Android app users with the latest available app version will have access to One-Swipe Balance and Mobile Check Deposit.

    • One-Swipe Balance: View available balances for up to five of your accounts in one easy swipe, without signing in to Mobile Banking.
    • Mobile Check Deposit: Deposit checks from your phone simply by taking a picture of your signed check and tapping Upload.

    What is the difference between the Mobile apps, Mobile Web and Text Banking?

    With Mobile apps and Mobile Web you can:

    • View Account History and Balances
    • Make transfers between First Niagara accounts
    • Use Bill Pay services
    • Find nearest ATM/Branch

    iPhone and Android app users with the latest available app version will have access to One-Swipe Balance and Mobile Check Deposit.

    • One-Swipe Balance: View available balances for up to five of your accounts in one easy swipe, without signing in to Mobile Banking.
    • Mobile Check Deposit: Deposit checks from your phone simply by taking a picture of your signed check and tapping Upload.

    With Text Banking you can:

    • View Account History and Balances
    • Find nearest ATM/Branch

    Is First Niagara Mobile Banking secure?

    The same security platform is used for First Niagara Mobile Banking and Online Banking. We don’t store Login IDs or passwords; accounts are associated with nicknames, not account numbers; when you close the browser or exit the app, your session ends.

    What do I do if my phone is lost or stolen?

    Please call our Customer Contact Center at 1-800-421-0004 or through Online Banking, via the Mobile tab, you can also modify your preferences.

    Customer Contact Center Hours:
    Mon. − Fri. 6 a.m. to 9 p.m. ET
    Sat. − Sun. 8 a.m. to 6 p.m. ET

    If I get locked out of my account, what do I do?

    You can unlock your account or change your password through Online Banking or by calling our Customer Contact Center at 1-800-421-0004.

    Customer Contact Center Hours:
    Mon. − Fri. 6 a.m. to 9 p.m. ET
    Sat. − Sun. 8 a.m. to 6 p.m. ET

    What should I do if my phone number changes?

    You can easily update your mobile phone number by signing in to Online Banking and changing your mobile number in the Mobile tab or by calling our Customer Contact Center at 1-800-421-0004.

    Customer Contact Center Hours:
    Mon. − Fri. 6 a.m. to 9 p.m. ET
    Sat. − Sun. 8 a.m. to 6 p.m. ET

    What do I do if I get a new mobile device?

    You can register your new device through Online Banking via the Mobile tab under My Settings. There you can select which service you want to get started with for your mobile device.

    How late in the evening can I make a transfer for funds to be processed the same day?

    Funds will be immediately deducted from your account during regular business hours: 6 a.m. to 7 p.m. ET, Monday − Friday and 8 a.m. to 4 p.m. ET on Saturday and Sunday. Transfers initiated after regular business hours or holidays will be processed on the following business day.

    How can I edit my mobile preferences?

    You can edit or change mobile preferences through Online Banking via the Mobile tab.

    Is Mobile Banking available outside the United States?

    First Niagara Mobile Banking is available outside the United States, but international charges may be associated with your mobile carrier.

    We have multiple First Niagara Mobile Banking account logins in our household. Can we access all of them from one device?

    Our Mobile apps only support one First Niagara Mobile Banking sign-in per device. However, you may use Mobile Web to access multiple First Niagara Mobile Banking accounts on one device.

    How can I cancel First Niagara Mobile Banking?

    You can cancel our Mobile Banking services through Online Banking via the Mobile tab under My Settings, or for Text Banking, by texting STOP to FIRNIA (347642).

    Can I access Mobile Banking from a tablet device?

    Our iOS app is only available on iPad® 1/2/3 at this time. Android and BlackBerry tablets are not yet supported. Please note that we only support one account sign-in through our mobile app.

    To get the full Online Banking experience, you may visit FirstNiagara.com from your tablet device.

    How can I contact Customer Service?

    If you have questions or need assistance, please call us at 1-800-421-0004.

    Customer Contact Center Hours:
    Mon. − Fri. 6 a.m. to 9 p.m. ET
    Sat. − Sun. 8 a.m. to 6 p.m. ET

    Will the Mobile app work on my iPhone?

    Our app is currently supported on iOS 4.3 or higher.

    Operating System:
    To find out your device's operating system, select Settings > General > About > Version.  

    Will the Mobile app work on my Android phone?

    Our app is currently supported on Version 2.1 or higher.

    Operating System:
    To find out your device's operating system, select Settings > About phone > Android Version.  

    Will the Mobile app work on my BlackBerry phone?

    Our app is currently supported on OS 4.7 or higher.

    Operating System:
    To find out your device's operating system, select Options Menu > About.

    What can I do with my First Niagara Mobile Banking app?

    The Mobile app allows you to view account balances and transaction history, make transfers, pay bills and locate an ATM/Branch. You may also register for Text Banking if you would like to use that feature.

    iPhone and Android app users with the latest available app version will have access to One-Swipe Balance and Mobile Check Deposit.

    • One-Swipe Balance: View available balances for up to five of your accounts in one easy swipe, without signing in to Mobile Banking.
    • Mobile Check Deposit: Deposit checks from your phone simply by taking a picture of your signed check and tapping Upload.

    Which mobile devices support the First Niagara Mobile Banking app?

    Our app is available on Apple iOS, Android and BlackBerry.

    Can I access the First Niagara Mobile Banking site on my phone?

    The First Niagara mobile site can be accessed on any Web-enabled phone that supports WAP (Wireless Application Protocol) 2.0. Customers with WAP 1.0 mobile devices will receive an error message.

    Why can't I access the First Niagara Mobile Banking site on my phone?

    First Niagara Web Banking will work on most mobile devices with Internet access that support WAP (Wireless Application Protocol) 2.0. Customers with WAP 1.0 mobile devices will receive an error message.

    Supported Browsers: Safari®, Google Chrome™, BlackBerry Browser

    For questions regarding your device's functionality, please contact your mobile carrier.

    What is Text Banking?

    Text Banking allows you to obtain account balances, transaction history and find ATM/Branch locations by texting a command to First Niagara's short code: FIRNIA (347642).

    Will Text Banking work on my phone?

    Text Banking is available on SMS/Text-enabled phones. Remember, additional charges may be associated with your mobile carrier.

    Supported Carriers: ACG, AT&T, Boost Mobile, Cincinnati Bell, Cricket Communications, GetLisa, Google Voice, Interop, MetroPCS, Sprint, T-Mobile, U.S. Cellular Corp, Verizon Wireless, Virgin Mobile

    What are the Text Banking commands?

    The following commands can be sent in either lowercase (bal) or uppercase (BAL) to First Niagara's short code: FIRNIA (347642).

     

    BAL: Balance inquiries

    HIST <account nickname>: Transaction history, Example: HIST MyChecking

    MORE: Additional transaction history, must be sent after HIST request

    ATM <ZIP code>: Receive the address of the closest ATM, Example: ATM 14610

    BRANCH <ZIP code>: Receive the closest First Niagara branch, Example: BRANCH 14610

    NEXT: Additional location information, must be sent after ATM or BRANCH

    HELP: Basic instructions and tips, including how to cancel the service

    STOP: Cancel Text Banking service

     

    For more information, please call us at 1-800-421-0004.

    Customer Contact Center Hours:
    Mon. − Fri. 6 a.m. to 9 p.m. ET
    Sat. − Sun. 8 a.m. to 6 p.m. ET

    Are the Text Banking commands case-sensitive?

    Commands can be sent in either lowercase (bal) or uppercase (BAL).

    Why are the texts I receive out of order?

    Our text messages are confined to 160 characters. If a response requires more than the 160-character allotment, additional messages will be sent and may arrive out of order.

    What are my mobile nicknames?

    Mobile nicknames help keep your banking information secure by hiding your account number(s). You create short nicknames for account numbers upon registration so you can easily identify and remember them.

    How do I change my mobile nicknames?

    You can change your nicknames through Online Banking via the Mobile tab under My Settings. 

    iPhone, iPad and Safari are registered trademarks of Apple Inc. App Store is a service mark of Apple Inc.

    Android, Google Play and Google Chrome are trademarks of Google Inc.

    BlackBerry and related trademarks, names and logos are the property of Research In Motion Limited and are registered and/or used in the U.S. and countries around the world. Used under license from Research In Motion Limited.

    One-Swipe Balance is a trademark of First Niagara Financial Group, Inc.

    First Niagara's Mobile Banking app is not endorsed, sponsored, affiliated or otherwise authorized by Apple Inc., Google Inc., or Research In Motion Limited.

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