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Accessing Online Banking FAQ
First Time User Login
Multifactor Authentication
Secure Codes, User ID, Password & Security
System Requirements

First Time User Login

Q1.) How do I log into Online Banking the first time?
A1.) All customers must complete the following steps when logging into Online Banking for the first time:
  • Enter your user ID (sent via e-mail) in the 'USER ID' box
  • SKIP the Password box
  • Check the box in front of 'First Time User'
  • Click the 'Login' button

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Multifactor Authentication

Q1.) What is Multifactor Authentication?
A1.) Multifactor Authentication (MFA) for Online Banking is a way to make your computer more secure by means of your user ID, password and one-time registration of your computer. MFA provides additional security while meeting federal recommendations for stronger authentication.

Q2.) What will happen once MFA is activated?
A2.) When MFA is activated for your account, you will be automatically prompted to register your computer at the time you login to Online Banking.
The registration for your computer is achieved by delivery of a Secure Access Code by telephone, SMS text message or email. IMPORTANT NOTE: this secure access code is for one-time use only, and is not a password. Your original password will remain unchanged.

Q3.) Can I sign-in from different computers?
A3.) The registration process requires a secure "cookie" be placed on your computer.
The cookie makes sure your computer will be recognized for future Online Banking sessions. You will be prompted to register each computer you use to access Online Banking, for example a work computer and a home computer. You will also be prompted to register each browser you use to access Online Banking, for example Internet Explorer and Mozilla Firefox, if used on the same computer.  

Q4.) What is a cookie?
A4.) A secure cookie is a small text file that is placed on a computer to help identify the user. IMPORTANT NOTE: If you clear or delete your cookies, you will have to re-register the computer the next time you log in.

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Secure Codes, User ID, Password & Security

Q1.) I never received a secure access code in my e-mail. Where did it go?
A1.) Secure access code e-mails sometimes get sent to a users junk e-mail box.

Q2.) What if I forget my Online Banking user ID or password?
A2.) If you forget your password, enter your login ID in the Account Log In box, check the "forgot password" box and click "Submit". You will be taken to a screen that will allow you to retrieve a lost password. If you forget your login ID, please contact customer service at support@keysbank.com or call 305-296-8535, or call toll free 1-866-298-1858.

Q3.) The information in my user profile is sensitive. Do I have to provide my phone number/email address/address?
A3.)This information is transmitted over an encrypted, secure connection. It is used only by Customer Service Representatives to contact you with information relating to Online Banking. Items marked with an (*) asterisk are required.

Q4.) Who do I call if I need assistance?
A4.)Please feel free to contact customer service at support@keysbank.com or call 305-296-8535, or toll free 1-866-298-1858. You can also send a secure message through Online Banking.

Q5.) Can I reset my password online?
A5.) Yes, when you logon check the box marked Forgot Password. Then, pick an option email, business phone, or cell phone as a delivery option for a secure access code to be delivered to you electronically. As soon as you receive your secure code enter that code, then enter a new password and again to confirm the password.

Q6.) Why would I change my User ID and Password?
A6.) It is a good practice to change passwords periodically. If you ever believe your User ID and/or password have been compromised, change them immediately.

Q7.) Why does my contact information appear partially blocked?
A7.) The listing of your secure delivery contacts is masked, or partially blocked, when presented online. This is done to prevent possible "over-the-shoulder" viewing of your personal information.

Q8.) I want to change my Login ID to MJOHNSON, but it won't let me. Why?
A8.) All users must have a unique Login ID. There is already a user on our system using that ID.

Q9.) I'm trying to change my password, but it keeps telling me I have entered an incorrect password. Why?
A9.) Old Password really means your current password (it will be "old" once you change it). If your browser is saving your password, you may be remembering an older password. Enter your current password in the Old Password field.  

Q10.) Is my personal information secure?
A10.) Yes. Ensuring the security of your personal information online is of the utmost importance to us. First State Bank website is secured using Secure Sockets Layer (SSL) technology.

When you use the First State Bank Secure Log In Form from any page on our website, your ID and password are sent to our Online Banking Service by means of an encrypted transmission. Clicking “Submit” will route you to our secure banking vendor’s address: https://secure.onlineaccess1.com/FSBFLKEYS/Authentication/Login.aspx. That address will appear in the URL line. If you see an address line other than the preceding, do not proceed with the transaction. Please report this to our customer service center at support@keysbank.com or call 305-296-8535, or call toll free 1-866-298-1858 immediately.

We will never ask you for personal information, such as account numbers, PIN numbers, address, social security numbers or passwords, in an email. Do not click on a link within an email if you suspect the message might not be legitimate. You should also never send personal or financial information in an email. Email is not a secure method of transmitting personal information. Please contact us by phone if you need to communicate personal information. 
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Q1.) What are the browser requirements for accessing Online Banking?
A1.) The following browsers have been tested and determined to provide a reliable user experience for Online Banking.

Microsoft Windows:

  • Internet Explorer 9.x, 8.x, 7.x
  • Firefox 6.x, 3.6
  • Safari 5.1.x, 5.0.x
  • Chrome 13.x
  • Firefox 6.x, 3.6
  • Safari 5.1.x, 5.0.x, 4.x, 3.x
  • Chrome 13.x
Recommended Minimum User Hardware and Connection:
  • Standard PC or Mac
  • Microsoft Windows XP SP3/Vista SP2/7 or Max OS-X
  • Cable, DSL or ISDN Internet connection
  • Security, anti-virus and Spyware updates applied
Note: Satellite cable connections often have difficulty supporting encrypted (HTTPS) applications. Because Online Banking is HTTPS encrypted, for the safety of your financial information, some satellite cable connections may exhibit slow response.

Q2.) What are the browser requirements for accessing Online Bill Pay?
A2.) The following list describes systems and browsers that are classified as “Supported” and “Allowed” (see Browser Category Definitions below).  While Online Bill Pay may function properly with other browser and platform combinations, we recommend only those on the following list:

Microsoft Windows:

  1. Windows 7 - Supported - Internet Explorer 9, Firefox 12, Chrome 19; Allowed - JAWS 13, Internet Explorer 8
  2. Windows XP - Supported - Internet Explorer 8, Firefox 12, Chrome 19; Allowed - JAWS 13
  3. Windows Vista - Supported - Internet Explorer 9, Firefox 12, Chrome 19; Allowed - JAWS 13, Internet Explorer 8


  1. OS X 10.7 – Supported - Safari 5.1; Allowed - Firefox 12, Chrome 19
  2. OS X 10.6 - Supported - Safari 5.1; Allowed - Firefox 12, Chrome 19

Browser Notes:

  1. JavaScript – is required for the application to function optimally. If not enabled, certain functions will not work properly.
  2. Cookies – the browser must be set to allow cookies and/or explicitly allow 3rd party cookies for bill pay to function.
  3. Screen Resolution – 800 x 600 VGA or higher
  4. Windows Display Properties Settings - Should be 96 dpi (Windows default) 
  5. Browser Text Size – should be Medium

Blocked Browsers:
The following browsers are programmatically blocked from use because the browsers affect the ability to successfully make a payment:

  1. Microsoft Windows - CompuServe, Netscape
  2. Macintosh - Microsoft Internet Explorer 

Macintosh Screen Capture:

  1. Apple/Shift/3 – Captures the entire screen
  2. Apple/Shift/4 – Click and drag the pointer and release mouse button to capture a portion of the screen.

Links for browsers:

  1. Microsoft http://www.microsoft.com/downloads/Search.aspx?displaylang=en#
  2. Apple http://www.apple.com/downloads/
  3. Mozilla http://www.mozilla.org/products/firefox/
  4. Google http://www.google.com/chrome/
  5. JAWS http://sales.freedomscientific.com/ProductInfo.aspx?productid=340014-001

Browser Category Definitions:

    • Supported – All functionality of the product has been tested and successfully meets functional and design requirements.
    • Allowed – All major functionality of the product has been tested and successfully meets functional requirements. Some design deficiencies may occur.
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