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Frequently Asked Questions

  • eStatements
  • Mobile Banking: General Service
  • Mobile Banking: Set-Up
  • Mobile Banking: Mobile App
  • Mobile Banking: Text Banking
  • Mobile Banking: Mobile Web
    • Where do I get the link for Mobile Web?

      This will be texted to you when you enroll in the particular service. Click on the link you receive in your text message to activate the browser download. Save this link to your favorites or bookmark this link for future use. This is a specific link for each user.

    • What if I delete my text message with the link for Mobile Web or forget to bookmark it?

      You can login to your Internet Banking to resend the link to your mobile device:

      • Go into your Internet Banking.
      • Click on Settings and scroll to the Mobile Banking Section
      • Click on Manage Devices
      • Select your appropriate phone number/device and select the dropdown “Get a link to the Mobile Banking website.”

      Or, you can contact a Northwest Bank Representative at 1-888-969-1265.

  • Mobile Deposit
  • Send a Secure Email
    • Why send a secure email?

      First National Bank offers its customers the ability to send a secure email to us. Our easy-to-use email protection makes it seamless for you to receive, read and reply to all encrypted email communication we send you. The protection of confidential communication is important to us and we want to ensure your information stays private.

      By itself, Internet email is not a secure communications channel. Messages sent via standard Internet email travel in "plain text" and cross many networks before reaching their final destination. As a result, an opportunity exists for prying eyes to eavesdrop on email messages as they traverse these various networks. Since confidentiality cannot be guaranteed, standard Internet email should not be used to exchange sensitive or private information such as social security numbers, bank account numbers, financial statements, etc.

    • How does First National Bank’s Secure Email Work?

      When First National Bank sends you a secure email message, the message is sent to a secure data center where it will be held for you to retrieve. At the same time, a notification message is sent to you to inform you that a First National Bank Secure Mail message is waiting to be retrieved. The notification message will contain a link to a secure web site. Simply click on the link, log into the secure web site, and retrieve your message.

    • How do I send a secure email?

      The first time you use First National Bank's Secure Mail, you will be prompted to create an account. Supply your email address and password to establish your account. You will use this email address and password each time you log into First National Bank Secure Mail. A confirmation message will be sent to the email address you entered. You will need to click the link in the confirmation email to complete the account set up process. You can now begin using your First National Bank Secure Mail account.

    • How do I retrieve a secure email?

      When First National Bank sends you a secure email message, you will receive a notification message via standard Internet email. Click the link contained in the notification message to be taken to the login screen where you will be prompted to enter your email address and password that you established. Once logged in, you can read your First National Bank Secure Mail and send a secure reply message back to First National Bank if needed.

    • I have just received my first secure message and don’t know my login.

      You will need to establish an account in order to read your secure message. From the secure message login page, select the “First time users ‘Click here’” link to create your account. The Registration Screen that follows requires you type your email address and your new password twice, along with a password reminder phrase. Click the Submit Password button. A password confirmation email is sent to the email address you provided. You can activate the pending password by clicking the activation link in the message.

    • What do I do if I forget or need to change my Secure Message Center password?

      The Secure Message Center “Welcome” page gives you an option to change or reset your own password. On the Welcome screen, you will find a link to the “Change your password” screen. On the “Change your password” page, simply enter your email address, a new password, and a password reminder phrase. Please ensure your password meets the “Password Rules” which are also listed on this page. Upon submitting your new password, a confirmation email will be sent to you containing a link to accept or activate the new password. Please click on the link only once. Any subsequent clicks will result in an error message; however the new password will have been activated. After the password has been reset, an “activation successful” message will be displayed along with a “continue” button. When the continue button is selected, you will be taken back to the Secure Message Center Welcome page.

    • I have been locked out of my account. How do I unlock it?

      Your account will be locked for 30 minutes after 3 failed login attempts. You will receive a notification email in your regular inbox informing you that you are locked out for this time period. If you do not wish to wait the full 30 minutes, you can immediately unlock your account by changing your password. You do not need to know your old password. Please see question 6 for requesting a new password.

    • My email address has changed. How do I receive secure messages at a different email address?

      If your email address has changed or you need to have secure messages delivered to a different email address, please contact the original sender and provide them with the new email address. The recipients of secure messages are determined by the sender. When you receive a secure message at the new email address, you will need to create an account (new email address and a new password) to access this email. Secure messages sent to the old email address will not be visible when logged into the new account. These messages can still be accessed by signing into the Secure Message Center using the old email address and password.

    • What do I do if I am not receiving secure message notifications in my email inbox?

      The secure message notification email may be blocked or quarantined by your anti-spam software. Please check your quarantine server or work with your local email administrator or internet service provider. The secure message notification email may have also been delivered to your “Junk” folder. If this is the case, you can retrieve the message from the “Junk” folder and add the ZixCorp domain ( to your “safe sender list” so that any future notification will get routed to your Inbox. If you still can’t find the secure message notification email, contact your IT department or internet service provider and have them white list, which is IP addresses through for inbound mail. Please ask the message sender to resend the secure message.

    • Can I send large file attachments?

      The attachment limits, including how many files you can attach, and the maximum combined file size limit is indicated on the Attach File page which is available when composing a message is 15 MB.

    • Can I send/receive Secure Email attachments using a handheld device?

      Attachments can be sent, received and downloaded on supported handheld devices through the Secure Email Message Center.

    • What handheld devices are supported to use the Secure Message Center?

      The supported handhelds are:

      • BlackBerry version 4.2 or above
      • SmartPhones using Windows Mobile 5.0 or above
      • Apple’s iPhone version 3.0 or above
      • While other handhelds may be used to view messages, they are not supported in First National Bank’s Secure Message Center.
    • How long are messages held in the Secure Message Center?

      Messages will be held for 14 days. Once a secure message has expired, it is permanently deleted and cannot be recovered. If you need a copy of an expired message, please contact the original sender.

    • How do I get an old or deleted message back?

      When a message expires, the secure message is deleted and cannot be recovered. Please contact the original sender and request that they resend the message.

    • Who should I contact for support?

      You can access “Help” by clicking the “Use Online Help” link on the Secure Message Center login page or by clicking the “Help” tab on the Secure Message Center “Welcome” page. 
      For Customer Support, contact the Help Desk at

  • Debit Card
    • How are Personal Identification Numbers (PIN) assigned?

      Debit/ATM Card Personal Identification Numbers (PINs) are automatically generated at time of card issuance. If you have forgotten your PIN, please contact one of our locations for more information. Upon contacting us, you will have the options of having the same PIN reissued or choosing a 4 digit PIN of your choice.

    • How do I activate my debit card?

      To activate your debit card, either use your card at an ATM with your PIN or call 866.590.4793 (option 2).  Your card will immediately activate.

    • My card is damaged, how do I request a new card?

      If your card is damaged, contact us at one of our locations to request a replacement card.

    • Is there a charge to replace my debit card

      Replacement card fees will be assessed if the replacement is a result of damage to the card. 
      ATM/Debit/HSA fees are $10.00 per card plus tax.

    • What is the difference between a PIN vs. Signature Based Transaction

      When completing a face-to-face transaction, the authorization method will either be through your signature or Personal Identification Number (PIN).  Not all merchants accept PIN based authorization, but any merchant that accepts Visa Debit can accept a signature based transaction. 

    • Is there a per transaction fee for using my debit card?

      First National Bank does not charge per debit card transaction.  All it costs to get a debit card is $1 per account per month.

    • What is the difference between a debit card and credit card?

      Debit card funding is directly linked to the money in your checking account.  Credit card funding is linked to a pre-approved line of credit.

    • What amount will I be charged when making a foreign purchase?

      All foreign debit card transactions are assessed a 2% foreign transaction fee.  The actual transaction will post for the authorized amount and an additional transaction will post for the 2% Foreign transaction fee.

    • My card card is expiring soon, when will I receive a new card?

      Your debit card will automatically reissue one month prior to the expiration month.  Your card will continue to work throughout the expiration month.  Look to receive your new card in the mail around the 2nd week of the month prior to expiration.

    • Why do Pay-at-the-Pump transactions sometimes authorized for more than my purchase?

      Pay at the Pump transaction authorizations will difer based on whether you select to run the card as a debit or credit.  Initial authorizations for credit will be less than a debit authorization.  In the end, the actual amount that you received in fuel is what will post to your account.  However, if limited funds are available on your card and you run the transaction as a debit, there is a chance your transaction could be denied.  Example:  Balance in checking account attached in debit card is $50.00.  The gas stations authorizes your gas purchase automatically through the pay at the pump for $75.00.  Your intent is to purchase $20.00 in fuel.  This transaction would be denied at the pay at the pump but the transaction could still be completed by paying inside of the gas station for fuel.

    • Why do some merchants not require a signature for a debit card purchase?

      Based on the type of merchant you shop at, some are not required to get a signature or PIN for transactions $25 or less.  You are still protected from unauthorized purchases with these transactions.

    • What type of protection does Visa provide for my debit card?

      Visa Debit card's security protection help prevent, detect and resolve fraud in the following ways:

      • Visa's Zero Liability Policy which protects you from unauthorized charges.
      • Fraud Monitoring helps to detect suspicious activity on your card.
      • Identity Theft Assistance helps you recover your identity and prevent further problems.
      • 3-Digit Security Code to verify your identity for Internet and phone purchases.
  • Loans
    • What costs are associated with obtaining a home loan?

      You will be required to pay for appraisal costs, credit report fee, flood certificate, attorney and abstracting fees, recording fees, and charges to originate your loan. There may be additional costs depending on any additional services you choose.

    • What types of loan products does First National Bank in Creston offer?

      We provide ARMs, Balloons, and HELOCs. We can also provide fixed-rate mortgages sold through the secondary market, VA loans, FHA, and Iowa Finance Authority Rural Development loans through our sister bank.

    • What additional expenses will I have after purchasing a house besides the monthly payment for principal and interest?

      You will have to pay for property taxes to your county treasurer. In addition, the Bank requires that you carry hazard insurance to protect your property in the event of a loss. Flood insurance will also be required if your house is in a flood hazard area. Depending on the location of your home, you may also have homeowner association dues.

    • How much can I afford?

      To determine how much you can afford, you first need to know your monthly income. Second, you will need to calculate your monthly expenses which may include credit card bills, car payments, insurance premiums, student loans, child support, alimony, and all other debts. After subtracting your debts from your income, you can determine how much you are willing to pay every month for your home. Our loan officers would be happy to discuss your particular situation with you to help you determine the amount you can spend for a home and pre-qualify you for a purchase.

    • What is an ARM?

      ARM is an acronym for Adjustable Rate Mortgage. This is a mortgage product that allows the lender to periodically adjust the interest rate according to the specified index which could be either up or down. The interest rate may have a floor and a ceiling which is the lowest and maximum interest rate throughout the lifetime of the loan. With an adjustment in interest rate, the loan payments may go up or down accordingly.

    • What is a Balloon Mortgage?

      This is a mortgage product that has a balloon payment due after an initial period of monthly payments. After that period of time elapses, the balance (balloon) must be refinanced OR be paid by the borrower. The large sum payable at the end of the loan term is called the “balloon payment”.

    • What is a HELOC?

      A Home Equity Line of Credit is a form of revolving credit in which your home serves as collateral. Once approved for a HELOC loan, you will most likely be able to borrow up to your credit limit whenever you choose. Repayment is set over a fixed period, for example, 10 years.

  • Mobile Wallets
    • Are mobile wallets secure?

      Yes, when you enter your card information in a mobile wallet – such as Apple Pay, Google Pay or Samsung Pay – it is encrypted and a token is created, which is then used for transactions. The token replaces your card number so it is never exposed.

    • What if I lose my mobile device?

      Please use another phone to call First National Bank during business hours at 877-782-2195 and our bookkeeping department will deactivate your mobile wallet. If after hours, please call Shazam, our card processor, at 855-219-5399 and they will deactivate your mobile wallet.

    • What if I lose my debit card or it's stolen?

      Please call First National Bank at 877-782-2195. Our bookkeeping department will deactivate your card, issue you new card and will also deactivate your mobile wallet so your card number can not be used by another party. If after hours, please call Shazam, our card processor, at 855-219-5399.

    • How do I activate a mobile wallet?

      In most cases, there will be a pre-installed wallet app on your phone. If there isn't a pre-installed Apple Pay, Samsung Pay or Google Pay app, you will need to visit your Play store and download one of these apps.

    • How do I use my mobile wallet for in-store purchases?

      When checking out at participating merchants, access the mobile wallet app and select your First National Bank debit or credit card. Use fingerprint technology or pin number to securely activate your wallet for use.

      Hold your phone up to the symbol on the contactless terminal. Listen for beep. Payment made! (You can confirm recent purchases in your mobile wallet and within your account.)

    • How do I know if a retailer accepts mobile wallets?

      Look for this contactless payment symbol. Contactless logo

    • Is there a fee to use my mobile wallet?


    • What should I do if I have more questions?

      Contact First National Bank at 877-782-2195 or visit the Apple Pay, Google Pay or Samsung Pay support webpages.  

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