Frequently Asked
Questions
General
Q: What is the Bank’s routing number?
Q: How do I reorder checks?
Q: How do I report a charge that I don’t recognize on my debit card?
Q: How do I report a lost or stolen debit card?
Q: How do I complete an address change?
Q: What are your branch hours of operation?
Q: On what holidays is Fidelity Bank closed?
Q: What are the hours of your customer service center?
Q: How do I change my phone number, address, or email?
Q: How do I contact Fidelity Bank?
Q: Where can I find a nearby branch or ATM?
Q: Are my deposits insured?
Online Banking
Q: Why can’t I find Zelle in my Fidelity Bank Mobile Banking app?
Q: How do I find my online statements?
Q: How do I print my statements?
Q: How do I reset my Online Banking password?
Q: I know I am entering my login information correctly but it’s not accepting it. What do I do?
Q: Is Online Banking free?
Q: Can I transfer money to another financial institution?
Q: Can I transfer money with Online Banking or through the Mobile Banking app?
Q: What is the difference between current balance and available balance?
Q: How do I enroll in Bill Payment?
Q: How do I add or change payees in Bill Payment?
Q: How do I log in to Online Banking?
Q: How do I log in to Mobile Banking?
Q: How do I enroll in paperless statements?
Q: How much history can I see in Online Banking?
Q: What should I do if I’ve forgotten my Customer ID?
Q: How do I change my Customer ID or password?
Digital Wallet
Q: Can I pay with a digital wallet instead of using my debit or credit card at a merchant?
Q: How do I set up my Digital Wallet?
Q: What devices are compatible with Apple Pay®, Google Pay™, or Samsung Pay®?
Q: What Fidelity Bank cards can I use with Apple Pay®, Google Pay™, and Samsung Pay®?
Q: Is Digital Wallet safe to use?
Q: Where are Apple Pay®, Google Pay™, and Samsung Pay® accepted?
Q: How can I setup my Fidelity Bank card as my default card for Apple Pay®?
Q: How can I setup my Fidelity Bank card as my default card for Google Pay™?
Q: How can I setup my Fidelity Bank card as my default card for Samsung Pay®?
Q: Are Apple Pay®, Google Pay™, and Samsung Pay® purchases covered by fraud protection?
Q: How will I know if a transaction is successful when using Apple Pay®, Google Pay™, or Samsung Pay®?
Q: Are Apple Pay®, Google Pay™, and Samsung Pay® free to use?
Q: How do I receive help with Apple Pay®, Google Pay™, or Samsung Pay®?
Mobile Banking
Q: Does Fidelity Bank have a mobile banking app?
Q: Is the Fidelity Bank mobile app free?
Q: Can I view check and deposit images with Fidelity Bank Mobile Banking?
Q: Does the mobile app support thumbprint login and facial recognition login?
Deposit Accounts
Q: Can I set up a Direct Deposit or automated draft from my account?
Q: Are there daily cutoff times for making deposits?
Q: Where can I find my account number?
Q: How do I get a copy of a check?
Q: What do I do if I suspect fraud has occurred on my account?
Q: Can I make deposits at ATMs?
Q: How do I open a personal account?
Q: What fees are associated with my personal checking account?
Q: What will I need to open a personal account?
Q: What is the minimum amount required to open a personal checking account?
Q: What is the minimum amount required to open a personal savings account?
Q: How do I place a stop payment on a check?
Loans
Q: How do I apply for a loan?
Q: What do I need to apply for a business loan?
Q: What do I need to apply for a loan?
Mobile Deposit
Q: Why don’t I have the mobile deposit option on my phone?
Q: Who is eligible to use mobile deposit?
Q: How do I deposit a check with the mobile banking app?
Q: Is there a fee to use mobile deposit?
Q: How many deposits can I make in one day?
Q: When will my mobile deposit be available?
Q: Is an endorsement required for a mobile deposit?
Q: What should I do with my paper checks?
Q: What types of checks can I deposit?
Q: Can I view previous deposits in the mobile app?
Q: What if I accidently send a check for deposit twice?
Credit Card
Q: How can I increase my credit line?
Q: I’m traveling and will be using my Fidelity Bank credit card. What do I need to do?
Q: How do I make a cash advance?
Q: How do I transfer a balance?
Q: How do I add or remove an authorized user on my current credit card account?
Q: How do I dispute a charge?
Q: How do I request a Personal Identification Number (PIN) for my credit card?
Q: How do I pay my Fidelity credit card bill?
Q: How do I report a lost or stolen credit card?
Q: How do I apply for a credit card?
Alerts
Q: What are Alerts?
Q: How do I sign up for Alerts?
Q: How do I edit my Alerts?
Q: What Alerts are available to me?
Q: When are Alerts delivered?
Mortgage
Q: What is an Annual Percentage Rate (APR)?
Q: How can I obtain a credit report?
Q: Should I get a loan pre-approval?
Q: How do I get pre-approved?
Q: I’m a first time home buyer; what programs do you have?
Q: I’m purchasing a home. Do I need a home inspection and an appraisal?
Q: What are typical mortgage fees?
Zelle
Q: What is Zelle?
Q: How does Zelle work?
Q: Who can I send money to with Zelle?
Q: What types of payments can I make with Zelle?
Q: Are there any fees to send money using Zelle?
Q: Can I use Zelle internationally?
Q: How do I get started?
Q: How do I enroll in Zelle?
Q: Someone sent me money with Zelle, how do I receive it?
Q: What if I want to send money to someone whose bank doesn’t offer Zelle?
Q: What if I get an error message when I try to enroll an email address or U.S. mobile number?
Q: Can I cancel a payment?
Q: How long does it take to receive money with Zelle?
Card Control
Q: What is CardControl?
Q: Is CardControl free?
Q: What features come with CardControl?
Q: Which Fidelity Bank card can I use with CardControl?
Q: Can I use CardControl as often as I would like?
Q: What are the requirements to have CardControl with my Fidelity Bank card?
Q: How long does it take for my debit card to be turned off or on?
Q: What should I do if my debit card is lost or stolen?
Q: If I sent Control Preferences, does Fidelity Bank monitor my account for fraud less strictly?
Q: Who do I contact if I have questions about this service?
Online Account Opening
Q: Why should I sign into my online banking or mobile banking first and then open the account from there?
Q: What do I need to apply for an account online?
Q: How soon can I use my account that I opened online?
Q: Is there a minimum age requirement to open an account online?
Q: Will Fidelity Bank check my credit when I apply for a bank account online?
Q: When will I know when my account opened online has been approved?
Q: How do I fund an account opened online?
Fidelity Branch/ATM Locator