Online Services FAQs:

Login/User ID:

Password:

Challenge Question:

Personal Profile:

General Information:

Security of Online Banking:

Software:

Bill Pay:

 

Login/User ID:

How do I log on to Fidelity Bank’s online banking for the first time?
To login for the first time, go to www.lionbank.com and enter the login id you received via email in response to your enrollment request (click the “Go” button to submit). You will then enter your temporary password (also provided in email) followed by entering the personal information you want setup on your online banking profile. Upon completion of your personal information, you will be asked to create a new password (and verify it), setup an image and phrase, and finally setup your challenge questions.

Do I have to enter my Login ID every time I login?
Yes, you will have to enter your Login ID each time you log into your online banking profile.

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What information do I need to log in?
To login, you will need you login id and password. If you are logging in from a computer the system doesn’t recognized, then you will also need the answers your challenge questions.

How often must I access my information to keep my profile “active”?
For security purposes, profiles are locked if not accessed for 60 days and permanently deleted if they reach 120 days of inactivity.

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What do I do if I forget my User ID?
If you forget your login id, send an email to customersupport@lionbank.com from the email address on file with Fidelity requesting your login id be emailed to you.

You may also call our customer care center at 404.248.5466 or 888.248.5466. There are representatives available to assist you from 8:00 a.m. to 7:00 p.m., Monday to Friday.

Can I change my User ID?
Currently, Fidelity Bank does not offer the use of custom and/or user-generated login ids.

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Password:

How do I change my password?
To change your password, enter your login id, click “go”, enter challenge question answer (if required), enter current password, check the checkbox underneath password listed as “Do you want to change your password?”, and click “Submit” button.

How do I reset my forgotten password?
After entering your login id and clicking the “go” button, click on the “Email” icon (bottom of page) and send a message requesting we reset your password (make sure to include the email address on file for your account and your name).

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Challenge Question:

What do I do if I get a challenge question I didn’t setup?
If you receive a challenge question you don't recognize, then the login id was entered incorrectly. The login id entered is shown above the challenge question for proofing purposes. If you continue to get challenge questions you don’t recognize, please call our customer care center at 404.248.5466 or 888.248.5466. There are representatives available to assist you from 8:00 a.m. to 7:00 p.m., Monday to Friday

How do I change my image/phrase, challenge questions and/or answers?
To change your other login information, enter your login id, click “go”, enter challenge question answer (if required), enter current password, check the checkbox underneath password listed as “Do you want to change your Image, Phrase, or Challenge Questions?”, and click “Submit” button.

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Personal Profile:

Can I change my mailing address online?
Yes, you can change your mailing address online. From within your online banking profile, click on “Other Services” and a form will appear with your current information already filled in. From there you can update the information and click the “Submit” button.

How do I change my email address?
To change your email address for your online banking profile from within your online banking profile, click “Other Services”, update the personal information form, and click the “Submit” button. If you are enrolled in online bill pay, our Internet banking team will update your email address on that system for you!

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How do I change my account nicknames?
To change your account nicknames once you log into your online banking profile, click on the “nicknames” button at top of page, enter the desired nickname for each account, and click the “Submit” button.

What happens if I open a new account(s) after establishing my online banking profile?
If you are the sole owner or the primary person on the new account, it should automatically appear on your online banking profile the day after you open the account (if you open the account on Saturday, then the account should automatically appear on the following Tuesday). If your account does not appear online or you are listed as the joint account holder, please click on the email button within your online banking profile and send a message requesting the new account (include the last 4 digits of the account) be added to your online banking profile.

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General Information:

What accounts can I access using Fidelity Bank’s online banking?
You can view your checking, savings, money market, and CDs through Fidelity Bank’s online banking. Installment loan customers must have a deposit account (checking, savings, money market) with Fidelity Bank to be able to enroll in Fidelity Bank’s online banking.

What details about my account(s) can I view online?
The account type you are trying to view will determine the information available to view on your account. This information includes:

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How much past account information can I view?
You can view up to 90 days transaction history. If you need information further back than 90 days, then you can view your past statements online for free.

Can I view past transactions on my account(s) online?
Yes. You will automatically be shown the transaction history for the most recent 15 days. To go back further, just enter the date you want to view history since. You may view up to 90 days of transaction history before needing to use the online statement feature.

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Can I view or print a copy of a check?
Yes, you can view/print a check by logging into your online banking profile, clicking on “Other Services”, clicking on “View Checks”, and entering the desired information. You may also use the “Search” feature under “Other Services” if you need to search via a date, amount, or check number range.

Can I order checks online?
Yes, you can order checks online through our check vendor, Deluxe. From within your online banking profile, click on “Other Services” and then click on “Re-Order Checks”. From there select the desired information and click the “Submit” button. You will then be taken to a Deluxe website where you can place your order. This is also how you would re-order deposit slips.

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Can I transfer funds between different banks?
Currently, Fidelity Bank does not support electronic transfers between your Fidelity Bank account and your accounts at other financial institutions. You may, however, setup your accounts at other financial institutions as a payee on Fidelity Bank’s bill pay service.

Can I transfer funds between my Fidelity Bank accounts?
Yes, you can transfer funds between your other Fidelity Bank accounts. If the transfer is completed by 6:00 p.m. ET, then the transfer will be considered a same-day transaction. If after 6:00 p.m. ET, then the transfer will process on the following business day.

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Can I transfer funds from my Fidelity Bank account to another Fidelity Bank customer’s account?
Yes, you can transfer funds from your Fidelity Bank account to another Fidelity Bank customer’s account. From within your online banking profile, you can setup “Deposit Only” accounts – these accounts allow you to transfer money to them without viewing their balance and/or transaction history. To do so, login, click on “Transfer”, click on “Setup Accounts”, enter desired transfer-to account (must have account number), and click “Submit” button.

What alert services are offered?
Currently, Fidelity Bank’s online banking allows the creation of alerts for when your balance goes above a specific amount, when your balance goes below a specific amount, and custom event (birthdays, anniversaries, etc) alerts. To setup an alert, log into your online banking profile, click “Other Services”, then “Q-Cards”.

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Security of Online Banking:

Can anyone else see my account information?
To access your information, you must enter your login id and password. Therefore, please do not provide this information to anyone whom you do not want accessing your information. In addition, if your login id is entered on a computer that our system does not recognize (you haven’t logged in on that computer before or you’ve cleared your cookies on your regular computer), you will have to answer one of your challenge questions. A final step of protection includes the use of a time-out feature that automatically logs you out of your current session after an extended period of inactivity.

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Software:

What Internet browsers can I use with Fidelity Bank’s online banking?
Fidelity Bank’s online banking works with Microsoft Explorer® 6.0 & 7.0, Mozilla Firefox®, and Safari®.

Can I use Fidelity Bank’s online banking with Quicken®, QuickBooks®, and Microsoft Money®?
Yes, Fidelity’s personal online banking does work with Quicken® and Microsoft Money®. Fidelity Bank’s business online cash management system works with QuickBooks®. You may download your transactions via web-connect and import these software titles or you may use their update features and download your transactions from within these programs. You may use either download method without having to worry about a fee being assessed!

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How can I get help connecting to Fidelity Bank’s online services and/or Quicken®, QuickBooks®, or Microsoft Money®? For assistance connecting to Fidelity Bank’s online services, please call our customer care center at 404.248.5466 or toll free at 888.248.5466. There are representatives available to assist you from 8:00 a.m. to 7:00 p.m., Monday to Friday. Online Cash Management support is available from 9:00 a.m. to 5:00 p.m.

Bill Pay:

How do I enroll in online bill pay?
To enroll in online bill pay, from within your online banking profile, click on the “Pay Bills” icon and complete the enrollment form. Upon receipt, our Internet Banking Team will review your enrollment and, as long as everything matches what’s on file, will complete your enrollment and email you confirmation.

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What can I do with online bill pay?

Is online bill pay secure?
To access your online bill pay profile, you will have to first log into your online banking profile via your Login ID and password. In addition, any information sent through your online bill pay profile is sent via a secure connection and encrypted.

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Is there a fee for online bill pay?
There is no fee for using Fidelity Bank’s online bill pay.

What is Fidelity Bank’s online bill pay commitment? Are my payments guaranteed?
CheckFree, our online bill pay provider, guarantees your payment will arrive by the pay date. If the payment is received late and fees are assessed, CheckFree will request the biller waive them and, if not, credit your account to cover the fee (pay date must have been scheduled on/before due date on statement – not after or during grace period).

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Are all my payments sent electronically?
Fidelity Bank cannot guarantee 100% of your payments will be sent electronically. Some billers cannot receive payments electronically, so CheckFree must mail a paper check.

When does a biller receive my payment?
The biller receives the payment on or before the scheduled pay date you specified. Please note some payees do not post your payments on the same day received. Therefore, make sure you understand your biller’s payment posting guidelines before scheduling payments on/near the due date on your statement.

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What if I have a question about a payment?
If you have questions about a payment, you may call our customer support center at 404.248.5466 or toll free at 888.248.5466 (there are representatives available to assist you from 8:00 a.m. to 7:00 p.m., Monday to Friday) or email us at customersupport@lionbank.com.

From within your online bill pay profile:

  1. Click on Bill History
  2. Locate desired payment
  3. Click on View Details
  4. Click on Payment Inquiry
  5. Complete form
  6. Click Submit Inquiry button

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Apply Online

We’re here to help!

Please feel free to contact us in any of the following ways that is most convenient for you:

Speak with us in Person:
Visit one of our branches.

Send us an Email:
customersupport@lionbank.com

Contact us by Phone:
404.248.LION (5466)
or
888.248.LION (5466)

Send us Mail:
Fidelity Bank
P.O. Box 105075
Atlanta, Georgia 30348