We are aware that some of our Family First VISA card holders who are signed up for eStatements received a paper statement for the month of January. These members should have received their January VISA eStatements also and will not receive a paper statement fee. We’re working with our vendor to ensure this doesn’t happen in the future. We apologize for this error. 

All Family First branches and the call center will be closing early at 1:00 PM on Monday, April 8 due to the full solar eclipse happening that afternoon. We hope you enjoy the eclipse!  

Family First Debit and Credit Cards are currently experiencing an issue where transactions are not going through. We are working to resolve this and apologize for the inconvenience.

Purchase Rewards FAQs

Several frequently asked questions are presented below and should help you get up to speed using this program.

What is this rewards program?
This rewards program lets you earn rewards by using your Family First debit card to purchase merchandise and
services. The program is available to all debit Cardholders (“Cardholders”). Through this program, you’ll receive
targeted offers to receive rewards on purchases based on how you shop. As a Cardholder, there is no limit to the
rewards you can earn. So, the more you use your Family First debit card, the more offers you can receive and the
more rewards you can earn!

Where do I go to see offers?
You can find offers within online banking under the Member Services tab by clicking on Debit Card Offers. They can also be accessed within your Mobile App – tap the More tab, and then select Debit Card Offers under My Rewards. New offers will be labeled as “New Offers” until you click to activate them. Once clicked, the reward is “loaded onto” the associated debit card. All offers can be viewed by visiting the rewards summary page.

How do I redeem offers?
Each offer is based on how you currently shop, so the offers that you receive are relevant! To redeem the offer,
simply click on it to see the details; this automatically loads the offer onto your debit card. Then shop at the
specified retailer and pay using your debit card to earn the reward. Each offer has different details regarding when and where to shop and how much you need to spend. Offers that require an online purchase are clearly specified and may include a redemption code. Please read the details to determine how to redeem each offer and start earning rewards.

Do I need to use a coupon or code to earn rewards?
Typically, you do not need a coupon or code to redeem an offer. Each offer has different specifications regarding
when and where you shop and how much you need to spend. Offers that require an online purchase are clearly
specified and may include a redemption code. Please read offer details to determine how to redeem each offer.

How long do I have to take advantage of an offer?
Each offer has an offer period that was set by the merchant. You must redeem offers before the expiration date.
The expiration date can be found in the offer details section of the offer by clicking on the offer.

When do I receive the rewards for the offers I redeem?
Your rewards will typically be deposited to your account the month after you redeem the offer. Since we do not
share your personal information with retailers, we cannot credit your account immediately at the time of purchase. For example, any rewards you redeem in the month of September typically will be credited to your account at the end of October. If you would like to see the offers you have redeemed or the total value of the offers you have redeemed, please visit the rewards summary page.

If I have more than one account will I see the same offers on both accounts?
Offers are matched on an account level, based on the purchases made with your financial institution’s debit card
for that account. If you make different purchases with different accounts, you will see different offers in those
accounts. You must use the financial institution debit card connected to that account to redeem the offers for that account.

Can I use any of my financial institution’s cards to earn rewards?
You have to use the Family First debit card that is associated with the account that received the offer to earn
rewards.

Why don’t I have any offers?
Offers are based on how you currently shop to ensure the offers you receive are relevant. If you seldom use your
debit card, you may not receive any offers until you begin using your card more. The more you use your financial
institution’s debit card, the more chances you will have to receive relevant offers! You may not be receiving any offers because you accidentally opted out of the program. If you cannot access the rewards summary page or don’t see the “rewards” section in the upper right part of the new home page, you are not enrolled in the rewards program. Please call Support to be opted back in.

What if I do not want to receive offers?
You can opt out by clicking on the “Stop receiving all offers” link on the rewards summary page. This link can be
found in the upper right part of the rewards summary page. If you opt out of the rewards program at this time but change your mind later, please contact Support and we will resume providing offers to you.

Is my personal information shared with retailers?
No. Your personal information is not shared with retailers. In fact, no personal information leaves your financial
institution.

Who administers this program?
This program is administered through a third party. All personally identifiable information is secure and is not
shared with the third party. Our third party partner will make best efforts to collect all of the rewards due to you
and assumes all liability for the collections. Family First is not liable for rewards, but will work with the partner to
ensure a great customer experience.

Is this program free?
Yes, this program is free! There is no cost associated with this program, making it easy for Cardholders to earn
rewards. This new rewards program is just another benefit of using your Family First debit card.

Who do I call if I have a question?
Please contact Family First if you have any questions at 585.586.8225 or email [email protected]

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