• FAQs

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

    How do I access my accounts online?

    You can access your accounts 24 hours a day using First Niagara Online Banking and Mobile Banking.

    To set up your access, you’ll need some personal information, including your Social Security number and your unique Enrollment PIN. If you didn’t set up your Enrollment PIN in a branch or on the phone, it was mailed to you when you first became eligible for Online Banking.

    With this information, you can enroll anytime at FirstNiagara.com/Enroll

    Once you have enrolled in Online Banking, you can download our First Niagara Mobile Banking App or visit FirstNiagara.com from your phone to access your accounts. FirstNiagara.com/MobileTour

    What is my Enrollment PIN?

    Your Enrollment PIN is a unique number that lets you enroll in Online Banking and access our telephone banking service. If you didn’t set it up in a branch or on the phone, it was mailed to you when you first became eligible for Online Banking.

    If you cannot locate your Enrollment PIN or believe it has expired, please call 1-800-421-0004 for assistance.

    How do I get a new code to enroll in Online Banking?

    If you cannot locate your Enrollment PIN or believe it has expired, please call 1-800-421-0004 for assistance.

    What can I do if I forget my login ID/password?

    Call 1-800-421-0004. This number is toll-free and is available during the following hours:

    Monday through Friday 6 a.m. to 9 p.m. ET

    Saturday and Sunday 8 a.m. to 6 p.m. ET

    What number can I call for Online Banking support?

    You can call 1-800-421-0004. This line is toll-free and is available during the following hours:

    Monday through Friday 6 a.m. to 9 p.m. ET

    Saturday and Sunday 8 a.m. to 6 p.m. ET

    Business online banking customers can call 1-800-516-0625.  This line is toll-free and is available during the following hours:

    Monday through Friday 8 a.m. to 6 p.m. ET

    How do I enroll in Bill Pay?

    To begin, click the Payments tab.

    1. If you have multiple accounts, select the account you want to use for bill payment.
    2. Click Continue and you will see a preview screen.
    3. Review your selection.
    4. Click Submit to start paying bills or Edit to change your account selection.

    How do I transfer funds from one First Niagara account to another?

    To initiate an internal transfer, simply:

    1. Access the Create Transfer page and,
      1. From the Transfer Center, click the Create Transfer link.
      2. From the Payments menu, point to Transfers; then click Create Transfers.
    2. Select the account to transfer funds from in the From field.
    3. Select the account to transfer funds to in the To field.
    4. Enter the amount to transfer in the Transfer Amount field.
    5. Select or enter the date to make the transfer in the Date field.
    6. Enter notes about the transfer in the Add Memo field.
    7. Select Make This a Recurrent Transfer if you want this transfer to occur more than once. The following new fields will be displayed for you to define the scheduling details.
      1. Select the appropriate option from the How Often drop-down list.
      2. If you want to define a specific number of times this transfer is to recur, enter the number in the How Many field. Note that this field is only available if you have NOT selected the No End check box.
      3. If you don't want to define a specific number of times for this transfer to recur, then select the No End check box.
    8. Click the Preview button. You will see the Preview page showing the transfer information details you have entered.
    9. Review the information on the Preview page to ensure it is correct.
    10. If you are asked to enter a password for this transaction, enter the password in the Enter Password field.
    11. Click the Submit button. The Transfer page will appear showing that the transfer was successfully scheduled.

    How do I transfer funds outside of First Niagara?

    To initiate an external transfer:

    1. Access the Create Transfer page by doing one of the following:
      1. Click the Create Transfer link from the Transfer Tab, or
      2. From the Payments menu, point to Transfers, and then click Create Transfers.
    2. Select the account to transfer funds from in the From field.
    3. Select the account to transfer the funds to in the To field.
    4. Enter the amount to transfer in the Transfer Amount field.
    5. Select or enter the date to make the transfer in the Date field.
    6. Enter notes about the transfer in the Add Memo field.
    7. Select Make This a Recurrent Transfer if you want this transfer to occur more than once. The following new fields will be displayed for you to define the scheduling details.
      1. Select the appropriate option from the How Often drop-down list.
      2. If you want to define a specific number of times this transfer is to recur, enter the number in the How Many field. Note that this field is only available if you have not selected the No End check box.
      3. If you do not want to define a specific a number of times for this transfer to recur, then select the No End check box.
    8. Click the Preview button. The Transfer Information preview page will be displayed, showing the transfer information you entered.
    9. Review the information on the Preview page to ensure it is correct.
    10. If you are asked to enter a password for this transaction, enter the password in the Enter Password field.
    11. Click the Submit button. The Transfer page will appear, showing that the transfer was successfully scheduled. 

    How do I change my address?

    Login to online banking. Click on My Profile under the Home: Preferences menu to update your address. Enter your new address and verify the accounts you would like to change. Then click Preview to continue to the next page. After reviewing your information, click submit to complete.  Please allow one business day for changes to become effective and be displayed in online banking.

    Please contact us at 1-800-421-0004 if you have any questions or need assistance. This number is toll-free and is available during the following hours:

    Monday through Friday 6 a.m. to 9 p.m. ET

    Saturday and Sunday 8 a.m. to 6 p.m. ET

    How do I change my email address?

    Click on Home, then Alerts & Messaging > Manage Delivery Options

    Note:  Primary email addresses are not always editable. If you cannot edit the address, the address displays as read-only.

    How do I receive my statements online?

    Set the delivery method for each of your accounts using the Statement Delivery Options page. 

    You can then choose from following delivery options:

    • Online Only — You will be notified when your statement is ready and you will be able to download your statement. You will no longer receive paper statements.
    • Paper Only — You will receive a paper statement in the mail. Online statements will not be available.
    • Online and Paper — You will receive a paper statement as well as have access to the online version of the statement.

    To set statement delivery options:

    From the Account menu, point to Statements, and then click Manage Delivery Options. The Statement Delivery Options page will appear, showing each of your accounts and the current delivery option status in the drop-down box. (If the Disclaimer page appears instead, then refer to the note at the bottom of this page.)

    1. Select the delivery method from the drop-down list for each account for which you want to change the delivery method.
    2. Click the Preview button once you have set the delivery method for each available account. The preview page will appear.
    3. Review the information on the preview page to ensure that it is accurate. Then click the Submit button. The Official Statement page will appear.

    Note: The first time you access the Statements menu, you will be prompted to read the Terms and Conditions and validate that you are able to view Adobe® PDF files. PDF is the format we use for the statement file, so we require that your system has the capability to open these files in order to view statements.

    1. Click the link to open the sample statement file.
    2. Click the check box to indicate that you can view PDF files.
    3. Click 'I Accept' to the terms and conditions. The Statement Delivery Options page appears.

    How do I stop payment on a check?

    Click on the Services tab and then click Perform Stop Payment Requests or Create Stop Payment.

    Note: A service charge of $35 will be assessed for each applied Stop Payment order. Stop payments initiated weekdays between 6:00 AM and 7:30 PM normally post immediately. Stop payments initiated after hours or during weekends and holidays will be processed the next business day.

    How do I reorder checks?

    Go to Services > Reorder Checks.

    How do I set up, add or delete Alerts?

    From the Home menu, simply point to Alerts & Messages, and then click Manage Alerts. The Manage Alerts page will appear.

    Alerts are activated by conditions that you specify about your account activities. You create the alert for a specific account, and then provide the details for when and how you receive the alert.

    Which browsers are supported by First Niagara Online Banking?

    You can access Online Banking using any of the following browsers:

    • Internet Explorer 7 & 8
    • Mozilla Firefox 3.6
    • Safari 4, 3

    What is Popmoney?

    Popmoney® is an innovative personal payment service offered by leading financial institutions that eliminates the hassles of checks and cash. Now, sending and receiving money is as easy as emailing and texting. And you don't need a new account to send or receive money. Just use your current bank/financial institution account.

    Popmoney is a registered trademark of Fiserv, Inc.

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