Our Mobile App

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What can I do on the App?

From checking your balances and viewing transactions to paying family and friends, Mobile Banking takes the hassle out of everyday money stuff.


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What is a Siri® Payment?

Siri allows you to make payments using your voice outside our Mobile Banking App.


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What do I need to make payments using Siri?

You'll need...

• to be registered for Digital Banking with an active Digital Secure Key
• have your biometric (Touch ID or Face ID) enabled
• be registered for Paym
• have iOS 10 or above

The person you're paying must also be registered for Paym.

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Are there any charges?

There's no charge for the App. But as it relies on an internet connection, you'll be paying for the data you use through your mobile phone plan if you aren't connected to Wi-Fi.


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Can I use the App abroad?

Yes, the App works abroad but be careful as data charges may be added, please check with your provider.

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Does the App give me access to all your online services?

Nearly, but not all. You'll still need to log on to full Online Banking to access these services:

• details of monthly charges, fees and interest
• cancelling or amending a one off payment you have set up.

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What permissions does this app ask for?

For our App to work on your iPhone, iPad or iPod touch, you will need to accept the following permissions:

Contacts

• this allows our App to access your contacts so that you can send money to people in your address book using their phone number. This feature is used by the Paym service.

Push notifications

• this request allows first direct to send push notifications to your device.

Keyboard

• this allows you to send money outside our App using our custom keyboard. This feature is used by the fdpay service.

For our App to work on your Android device, you need to grant it the following permissions:

Contacts

• this allows our App to access your contacts so that you can send money to people in your address book using their phone number. This feature is used by the Paym service
• when this request is made, Android also requests permission to access your call log. However, our App does not require your call log information; it does not access, use or store any of this information.

Device ID & Call information

• this allows our App to read the phone's status and identity for security and verification purposes
• to dial first direct directly from within our App.

Wi-Fi connection information

• this gives our App full network access, and allows it to view Wi-Fi and network connections
• our App uses these to check your connection so it can access first direct's systems.

Push notifications

• this request allows first direct to send push notifications to your device.

Keyboard

• this allows you to send money outside our App using our custom keyboard. This feature is used by the fdpay service.

Photo/Media/Files

• this gives the app access to save files onto your device. This lets you store documents, for example loan agreements.

If you reject any of the permissions, you may find that some functions are unavailable.

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What username do I use to log in?

Your username is the unique name that you created when registering for Mobile or Online Banking. It can be between 5 and 76 upper and lower case letters and numbers.

If you haven't yet registered for our App, simply download it and follow the on-screen instructions.

You'll need to have registered for Phone Banking before you can access Mobile Banking. You can do this by calling 03 456 100 100.

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What if I've forgotten my username or password?

If you've forgotten your password please log on to Online Banking with your username, then select 'Log on without your Secure Key' option and select the 'Forgotten your password?' link.

Forgotten your username? - Don't worry, just give us a call us on 03 456 100 100 and we'll reset your security information.

If you've forgotten your memorable answer please log on to Online Banking, then select 'Forgotten your memorable answer?' link.

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Is the App secure?

Yes. Very. But remember security is in your hands too. Please make sure you log out after using the App. For extra security, if you don't use the App for 15 minutes, you'll be 'timed out' and automatically logged out. Have a look at our mobile security page for more information about this.


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Which accounts will I be able to view?

You can see all the same accounts as when you log on to Online Banking.


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When I make a payment, what does reference mean?

If you're paying a bill or organisation, you can put a reference so they know it's from you. This could be your account number or customer number. If you're unsure what to use, contact the organisation.

If you're paying friends or family, put a reference that both of you will recognise, e.g. payment for lunch. Remember, this wording will appear on both yours and their statements. You can change this reference every time you make a payment to them.

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Can I see my secure messages?

Yes, you'll be able to read secure messages, but you'll need to log on to Online Banking to be able to send and reply to secure messages.


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What is sending money with fdpay?

fdpay allows you to make payments using our custom payment keyboard outside our Mobile Banking App.


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What do I need to send money using fdpay?

You'll need... to be registered for Digital Banking with an active Digital Secure Key be registered for Paym activated the fdpay keyboard The person you're paying must also be registered for Paym.


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What information will you collect when I use fdpay?

 

If you use the fdpay keyboard outside the App, information will only be collected when you, as a user, select the fdpay button to send money. No other information will be collected or stored.

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FAQs

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What are biometrics and how do they work with the App?

Instead of using your Digital Secure Key password you can log on to our App, simply and securely, by using Touch ID or Face ID.

You'll also need to have the latest software update from Apple as our App will only support the latest two versions

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Do I need to change any settings on my device to use biometrics?

Yes, you can enable Touch ID or Face ID by going to your device ‘Settings’ and following the instructions to capture the biometric supported by your mobile device. You'll also need to set up a device passcode, if you've not already done this.

If you delete and reinstall our App, you'll be prompted to enable your biometric again the next time you log on.

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Can I still log on to the App if my mobile device doesn't recognise my biometrics?

Yes, you can still access your accounts by logging on with your Digital Secure Key password.


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Can I still generate a Digital Secure Key security code after I have enabled biometrics?

Yes, if you have Touch ID you can simply cancel the fingerprint prompt before logging on.

Once you've logged on with Touch ID or Face ID, you can select ‘Generate Security Codes’ from the ‘More’ menu within the App.

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If I have other peoples' fingerprints stored on my device will they be able to log on to the App?

Yes. If someone can use Touch ID to unlock your device they'll also be able to log on to the App. You should only use Touch ID to log on to our App if you're the only person with fingerprints registered on your device.

You can add or remove fingerprints in your device settings.

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How do I disable biometrics?

Either:

• go to your device ‘Settings’ and follow the instructions to delete the biometric supported by your mobile device
• disable Touch ID or Face ID within the ‘Security Settings’ menu in our App

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What should I do if my mobile device is lost or stolen?

Call us as soon as possible on 03 456 100 100 if your device is lost or stolen*.

You may be responsible for unauthorised payments made from your accounts if you haven't kept your mobile or tablet, and your security details, safe.

As soon as possible, log on to iCloud (icloud.com) and remotely wipe your device by activating the 'Find My iPhone' App, selecting the lost device and erasing the data on it.


*Text-phone 03 456 100 147 or if calling from abroad +44 113 234 5678 (Text Relay +44 151 494 1260). Because we want to make sure we're doing a good job calls may be monitored and/or recorded, we hope you don't mind.

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Will first direct store my biometrics?

No. Biometric data is stored on the device.


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FAQs

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Do I need to change any settings on my device

Yes, you can enable Android Fingerprint in your device Settings and follow the instructions to save your fingerprint. You will need to set up a device passcode, if you have not done this already.

If you delete and reinstall our App, you will need to confirm your fingerprint again the next time you log on.

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Can I still log on if my phone doesn't recognise my fingerprint?

Yes, you can still log on to the App with your Digital Secure Key password.


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Can I still generate a Digital Secure Key code after I have enabled Android fingerprint?

Yes, if you have Android fingerprint you can simply cancel the fingerprint prompt before logging on


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I have other peoples' fingerprints stored on my Android device, will they be able to log on to the App?

Yes. If someone can use their fingerprint to unlock your device they'll also be able to log on to the App. So you should only use the fingerprint scanner if you're the only person with fingerprints registered on your device.

You can add or remove fingerprints in your settings.

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How do I disable the fingerprint scanner?

Either

• disable it in the fingerprint menu of the App under 'Security Settings'
• or in your device settings by deleting all registered fingerprints or delete the device PIN, pattern or Passcode

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What should I do if my device is lost or stolen?

Call us as soon as possible on 03 456 100 100 if your device is lost or stolen*.

You may be responsible for unauthorised payments made from your accounts if you haven't kept your mobile or tablet, and your security details, safe.

As soon as possible, log on to your Google Account (android.com/find) and remotely lock or erase your device.

*Text-phone 03 456 100 147 or if calling from abroad +44 113 234 5678 (Text Relay +44 151 494 1260). Because we want to make sure we're doing a good job calls may be monitored and/or recorded, we hope you don't mind.

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Will first direct store my fingerprint?

No. Fingerprints are only stored on the device itself.


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