Frequently Asked Questions - FAQ
Welcome to the future of digital banking! We know you have questions about our transition to SMART Online Banking, and we’re here to make this as smooth and easy as possible.
General Information
What is changing with online banking?
We are upgrading to SMART Online Banking, a modern digital banking experience that looks and feels the same across your desktop, tablet, and mobile device. You’ll enjoy new features like external transfers, card management tools, and more.
When did the upgrade take place?
The upgrade occurred during the last weekend of September and went live on Monday, September 29, 2025, at 10:00 AM ET.
Why is the bank upgrading its online banking system?
Our goal is to provide you with a seamless, secure experience and powerful tools to manage your finances anytime, anywhere. SMART Online Banking delivers an improved design, new features, and greater self-service options.
Account Access
Is my username case-sensitive?
No. Your username is not case-sensitive.
Is my password case-sensitive?
Yes. Your password must be entered using the correct capitalization.
Will my username and password stay the same?
Yes. You will keep your current username, but you will create a new password the first time you log in. You’ll then verify your identity with a one-time passcode sent to your phone or email.
Do I need to update my mobile banking app?
Yes. Please delete your current app and download our new app from the Apple App Store or Google Play. (Search for “The Farmers Bank SMART Online Banking.”)
Will my saved payees and scheduled payments transfer?
Yes. Your saved payees and scheduled payments will transfer automatically. We encourage you to review your payment details after logging in to confirm everything looks correct.
What about my account history and statements?
We will transfer 60 days of transaction history. Going forward, you will have rolling access to two years of history. Please download any older statements you wish to keep before the upgrade weekend.
Do I need to set up Bill Pay again?
No. Your scheduled payments and payees will be migrated to the new system. Payments scheduled over the upgrade weekend will be processed as normal.
Security Features
What new security features are included?
We are replacing security challenge questions with a Secure Access Code for extra protection. Anytime you log in from an unregistered device or in an unusual pattern, you’ll receive a one-time passcode by text or email to verify your identity.
If I update my phone number in online banking, does it update everywhere?
No. You must update your phone number in both the Contact Information section and the Multi-Factor Authentication (MFA) tile for it to be used for verification codes.
Retail Information
Is e-statement enrollment case-sensitive?
Yes. When enrolling in e-statements, you must enter your verification information exactly as shown.
Can customers who only have a loan use SMART Online Banking?
Yes. Loan-only customers can enroll in online banking and view their loan details.
What happens if my profile is missing a phone number or tax ID?
If either is missing at the customer or user level, Bill Pay will not function properly. Please ensure your information is complete before using Bill Pay.
Why does my app still show USER ID instead of LOGIN ID?
The mobile app will update terminology after the first post-launch update. Online banking already uses “Login ID” consistently.
New Features
What new features will be available?
- Owner-Based Account Access: All accounts you own or are a signer on will display under your profile. You can “star” your frequently used accounts for a cleaner view.
- Self-Service Options: Update your contact information, change your username, or reset your password right inside online banking.
- ClickSWITCH®: Quickly and securely move your recurring direct deposits and automatic payments to your TFB account.
- Card Management: Control your debit card from your desktop or mobile device, including the ability to turn it on or off.
- Spanish Language Option: Choose Spanish as your preferred language in both the desktop and mobile experience.
- Apple Watch Access: View balances and recent transactions right on your wrist.
- PIN Management: Change your debit card PIN through CardHub (Card Controls).
- Customer-to-Customer Payments: Send money to another TFB customer directly inside online banking.
Training & Support
Will there be in-branch support?
Yes. Our team has been fully trained and is ready to help you in-person if you need assistance.
Are there user guides or online demos?
Yes. We will have user guides and step-by-step instructions available on our website once the upgrade is live.
How do I get help navigating the new system?
Visit our SMART Online Banking FAQ page anytime, or contact your local financial center for personalized support.
Business Banking
How will the upgrade affect my business accounts?
Business accounts will transition smoothly to the new system. Multi-user access will remain available with improved controls for account owners.
Will ACH and wire transfers change?
Yes, there are small enhancements to the approval process. Our Treasury Management team is available to help with any questions.
Are there new features for businesses?
Yes. Businesses will benefit from easier user management, improved reporting, and more secure payment workflows.
ClickSWITCH®
How does ClickSWITCH® work?
ClickSWITCH® takes the hassle out of changing banks. Simply input your payment and direct deposit information, submit the switch, and we’ll handle the rest. You can monitor the status of each switch from your dashboard.
Is ClickSWITCH® secure?
Yes. ClickSWITCH® uses advanced encryption technology, and The Farmers Bank adheres to strict industry security standards.
What do I need to get started?
Gather your automatic payment and direct deposit information (a recent statement is helpful). Enter this into ClickSWITCH® to begin the process.