Skip to Content

Preferred Branch

Mason City (641)423-1600 Change Location

Your Preferred Branch

Mason City Change Location

2601 4th Street SW
Mason City, IA 50401


Monday-Thursday: 9:00am - 4:00pm
Friday: 9:00am - 5:00pm
Sat: 9:00am - 12:00pm
Get Directions

Change Preferred Branch

  • Charles City Branch
    300 North Main Street - Charles City

  • Clarion Branch
    315 Central Avenue East - Clarion

  • Kanawha Branch
    220 North Main Street - Kanawha

  • Latimer Branch
    119 North Akir Street - Latimer

  • Mason City State Street Branch
    33 East State Street - Mason City

  • Mason City West Branch
    2601 4th Street SW - Mason City

  • Mora Branch
    730 Forest Ave East - Mora

  • New Hampton Branch
    124 West Main Street - New Hampton

  • Osage Branch
    501 Main Street - Osage

mail icon Search Icon Menu


Start navigating site here


Some of the most common problems with Internet Banking login are listed below. Please read below before calling us.

I can’t remember my password.

Answer: If you can’t remember your password but you’ve already completed the security question update (answered three of five questions provided to you) you can reset your password online. Simply enter in your Access Number and enter the random code into the box. Answer your security question, and when it gets to your password, you can click submit without entering anything. This will take you to an “Error” page. You will be presented with two choices. Click on “Click here to return if you’ve completed the security update.”

You’ll be taken to a new page asking you to login again. You will now see the words “Forgot Your Password?” next to the random code box. Click that link and you’ll be taken to a screen asking for your Access Number, your Security Answer, your last name and your date of birth. Once those pieces have been identified, you can reset your password with certain criteria (must contain a combination of letters, numbers and characters). Those restrictions are on the screen.

If you have not completed the security update on the enhanced Online Banking and Bill Pay site, you will need to call the bank to have your password reset. Please call customer service at 1-800-423-1602 or 641-423-1600, or call your personal banker at your bank location.

If you click on “Forgot Your Password” and have it reset and are still unable to login, or if you are presented with security questions you did not answer, there may be another problem. Please call our customer service at 1-800-423-1602 or 641-423-1600, or call your personal banker at your bank location.

I can’t remember my password or my Access Code

Answer: Please contact Customer Service at 1-800-423-1602 or 641-423-1600, or call your personal banker at your bank location to have your password reset and your Access Code given to you. We will not send confidential information through unsecured email.

When I login to Online Banking, I immediately get a message that my session has expired.

Answer: When the situation occurs, it’s an indication that you have your Privacy  settings too high on your browser to allow access to encrypted Internet Sites (which is what we have to protect your data). To gain access, you will need to go to the following settings on your browser. (These are for Internet Explorer, if you utilize another browser, the steps will be similar).

-Click on “Tools,” then on “Internet Options,” then on the “Privacy” tab.
-Set this level at “Medium”
-Press OK to save the settings
-Login to Online Banking again. (It’s not necessary to restart your computer.)

My computer is prompting me for the challenge question answers. I have set the computer to remember my computer, and it has not asked me for these questions for a long time. Why is this happening now?

Answer: The “Remember the Computer” function is achieved by placing an encrypted cookie on your computer. You may have cleared the cookies on your computer or you may have some software that is clearing cookies. You will need to select the option to “Remember this Computer” again. If your computer cookies continue to go away, you will need to check to see if software on your computer is clearing the cookies automatically and use the help section of that software to allow the cookie from the Online Banking website to be placed on your computer.

When I click to view a check image or to get an eStatement, I am asked “What program do you want to use to open this file?”

Answer: You need Acrobat Adobe Reader to view the images. You can download this reader free here.

I do not see all of the accounts I want to see online. What can I do?

Answer: Contact your personal banker for assistance. They can add other accounts for you to view online.

I want to use Online Banking on my smart phone. How do I get there?

Answer: Download the Mobile FCB app onto your phone.

I am setting up alerts and want to set up a text message alert to my cell phone. How do I do that?

Answer: For the best answer to your question, ask your cell phone service provider. There is also a way to send an email to your mobile phone and have it treated as a text message. Click here for the Email List by cell phone providers. For accurate information, visit your cell provider first.

When I try to login to my Online Banking account, I get an error message.

Answer: The message may appear when you have attempted to login to Online Banking using either an incorrect Access Code and/or password too many times. If so, your account is locked from further access until you contact us for assistance. Please contact Customer Service at 1-800-423-1602 or 641-423-1600 or call your personal banker at your bank location for assistance.

When I login to Online Banking I get an HTTP error message.

First Citizens uses the latest in Internet Security and User Authentication to ensure that data being transmitted through the Online Banking system is secure from unauthorized access. To access the system, your software must support a 128-bit version of Secure Sockets Layer (SSL) and, if you do not have that, you may get the following error message:
HTTP Error 403
403.5 Forbidden: SSL 128 required

If your browser does not support 128-bit SSL security, you will not be able to view and use Online Banking. If it does, and you still get this message, please contact the Web server’s administrator and report the problem.

How can I tell what level of encryption I have?

Answer: Before you can successfully launch Online Banking, you must download the encryption package. Please follow the instructions below for the browser that you have on your computer. If you need to upgrade, you can download the information from the Internet at no charge. (The three listed below are the most common types of browser tools.)

Microsoft’s Internet Explorer – To check the encryption that you have on your system select Help from the top menu then About Internet Explorer. A window will appear that tells you the version of Internet Explorer and then right below, says “cipher strength.” If it says anything less than 128-bit, you will need to upgrade your encryption package (generally, it is not necessary to update your browser). Directly following the cipher strength information is a hyperlink (underlined text) that says “Update Information.” Please click on that and follow that link to update your software.

Firefox – To ensure that you have the newest version of Firefox available click on “Help” then “Check for Updates.” If an update is available, please download and install the newer version. If there is not a newer version available and you are still getting the error message, click “Tools” in the menu bar, then click on “Options.” On the top, click on “Advanced,” then click on the “Encryption” tab. Verify that the two check boxes next to “Use SSL 3.0” and “Use TLS 1.0” are checked. If both are checked and you are still having a problem, click “Help Contents” under the “Help” menu.

Previously, I was able to access Online Banking, now I get an HTTP error message.

Answer: You may have at one time downloaded 128-bit encryption that is required to run Online Banking; however, sometimes when you install new software on your computer or download from the Internet, your encryption tools get overwritten with a lower standard of encryption (generally 40-bit). First Citizens Bank’s software was written with the highest level of security (128-bit SSL) to ensure that your personal and account information is protected as it travels across the Internet. (See instructions above to verify your level of encryption.)

When I try to login it says my browser cookies need to be turned on. I am using Internet Explorer.

Answer: When the cookies settings are modified in Internet Explorer, and the cookies for Online Banking are turned off, you cannot return to the original cookie setting. This is a known problem in Internet Explorer. The easiest solution is to use another browser. If Internet Explorer is the only browser you have on your computer, you may want to download FireFox and use that to do your online banking. FireFox can be downloaded for free at

I want to download my Online Banking history to my accounting software. What are my options?

Answer: You can download to Microsoft Money with the understanding that Microsoft is no longer supporting or selling this product. You can also download to a spreadsheet (like Microsoft Excel). We have also tested two other account packages that are reasonably priced. They are Moneydance and AceMoney. Both are available online.

I want to use the check register feature… what do I need to do?

Answer: Set your history preferences within Online Banking to “date sequence with running total,” go to advanced statements, select the box to “Use Check Register.” Then select the account you want to view in the advanced history screen and view the transactions. The check register will appear at the top of your account history.

I want to print a window of my Online Banking account but my browser won’t print it. I am using Firefox.

Answer: There are two ways to solve this problem. Click here to view step-by-step instructions via PDF.

How do I view the payment and interest information on my loans online?

Answer: From the accounts screen, click on the button on the right called “Account Inquiry.” You will see all of your account information there.

When I go to the bank’s website I get a message about an invalid certificate. The web address bar is red and it says I can proceed but it is not recommended. Is the site ok or is there a problem with it?

Answer: This problem seems to occur in Internet Explorer versions 7 and 8. First Citizens Bank’s certificate is valid and can be confirmed by clicking on the link in the error message to view the certificate. However, the settings on your computer need to be updated for full protection. This is on the individual computer, not on the site itself.

To solve this problem, go to and search for “root certificate update.” If you update your computer regularly on the Windows Update site, you should be fine. If you don’t do this regularly, this could be a recurring problem.


Contact Us
Back to Top