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Frequently Asked Questions

General

How do I earn rewards?

Depending on the program tier, cardholders can either earn points redeemable for rewards (including statement credits, cash, travel, gift cards/certificates and merchandise) or earn reward dollars redeemable for cash and statement credits.

Within the points earning category, you will earn 1 point for every $1 you spend on qualifying purchases. For an annual rewards fee of $50, you can elect to accelerate your earnings and enroll in the highest tier, where you earn 1.5 points for every $1 you spend on qualifying purchases. With the cash back tier, you will earn 1 reward dollar for every $100 dollars you spend on qualifying purchases.

What is not considered a qualifying purchase?

Cash and cash-like transactions, including, but not limited to, cash advances, ATM withdrawals, balance transfers, convenience checks, unauthorized charges, betting track, casino transactions, lottery tickets, money orders, money travelers' cheques from a non-financial institution, foreign currency cash purchases, bail bonds, debit cancellation charges, points purchased and fees of any kind are excluded.

Will my points/reward dollars expire?

Not in the accelerated earnings tier., Otherwise, earned points/reward dollars expire at the end of three (3) years, based on first in/first out (FIFO) principles, including bonus points. Expired points/rewards dollars will be cleared from your program account on the last day of the month in which the points expire. For example, points earned on January 5, 2016, will expire on January 31, 2019.

I have a question about my First Citizens Rewards® account. How can I get help?

You may call the First Citizens Rewards® Center at 1.866.645.1694 Monday through Saturday 8 am - 9 pm and Sunday 8 am - 6 pm Eastern Standard Time.

Account Access & Maintenance

How can I access my Rewards account?

You can access your account in two ways:

  • Simply visit firstcitizensrewards.com to register. You will be able to select your own User ID and Password for the program.
  • First Citizens Digital Banking customers, once logged into their account from firstcitizens.com, will be able to not only view banking account transactions and history, but also their Rewards balance and easily link over to firstcitizensrewards.com to make redemptions and manage their account without a second log in.

When will my points/reward dollars show up in my First Citizens Rewards® account?

The points/reward dollars you earn for qualifying purchases using your First Citizens Rewards® credit card will be calculated Tuesday through Saturday, except on holidays, and will post within two (2) business days after your transaction. Points/Reward dollars earned on all other days will post within 72 hours.

I have forgotten my User ID or Password. What do I do?

Simply click here to complete our online password help form or click here to complete our online User ID help form. If you need assistance, please call a Customer Service Representative at 1.866.645.1694 Monday through Saturday 8 am - 9 pm and Sunday 8 am - 6 pm Eastern Standard Time.

I moved recently. My shipping address shown on my online profile is different from my address on my credit card statement. What do I do?

Unfortunately, for security purposes you are not able to change your address online or through the First Citizens Rewards® Center. You must contact the First Citizens Bank directly at 1.888.FC DIRECT for any personal changes including changing your address.

How do I upgrade my First Citizens Rewards® account?

Once you log into the rewards website you can access your account details in the My Account Preferences section. From there you will be able to move rewards tiers in the Card Details section. Please allow three to five business days for requests to process.

Am I able to set up others to make redemptions on my behalf?

Yes, Authorized redeemers are users you would like to allow to redeem points from this account on your behalf. You may select your authorized redeemers online only under your Account Preferences section. Authorized redeemers that are non-cardholders will only be permitted to make redemptions by phone on your behalf via the First Citizens Rewards® Center.

Redeeming

Do I have to earn a lot to see the benefit of the First Citizens Rewards® program?

Absolutely not. We have many cardholders that love to redeem their points right away for rewards.

Points - Most rewards start at 2,500 points, but there are several options that start below 1,000 points making it easy to redeem points right away.

Reward dollars - You can redeem your rewards dollars starting at $25.

What are experiential rewards?

Experiential rewards redemptions are only available to those who elect to accelerate their earnings and enroll in the highest tier of the program. You can save points to build your own travel package or redeem for special offerings promoted through the rewards site, such as NBA All Star tickets, spa retreat packages, golf getaways, etc. Since points don't expire, you can save for years and track your points to build your dream vacation.

What are Pay Me Back® rewards?

While there are many reward options available through the First Citizens Rewards program, we understand that sometimes you would prefer to redeem earnings for an item that is not available in our catalog. So we've created Pay Me Back to increase the flexibility of how you can redeem your points/reward dollars. Pay Me Back can be used for:

Travel - Purchase any available flight, hotel stay, car rental, cruise or tour package of your choosing over $100.

Retailers – Make a purchase at any retailer over $100 (some exclusions apply to certain categories of transactions).

Within sixty (60) days from the date the transaction posts to your First Citizens Rewards card account (normally within 3-5 business days); you can request a Pay Me Back statement credit for the transaction in full online or by contacting the First Citizens Rewards Center at 1.866.645.1694. The number of points/reward dollars required varies and is based upon the cost of the purchase. Some exclusions apply to certain categories of transactions.

How long will it take to earn enough to redeem for rewards?

This is dependent on the reward that you are interested in. We have a wide variety of rewards including travel options, gift cards, merchandise and more. Don't forget: you can upgrade, and, for an annual rewards fee, accelerate your earnings by 50%. And, if you combine your accounts with other friends and family members, you'll earn points even faster. Although it's important to remember that when you pool your account with others, your points become available to everyone that is in your pool.

Are there any restrictions on the gift cards/certificates offered through the program?

Any restriction on a specific gift card/certificate/eCertificate will be included in the Program Rules. On occasion, gift card merchants require an expiration date. This date will be printed on the front of the gift card/certificate and cannot be extended beyond the expiration date. The full value of the gift card/certificate must be redeemed; retailers do not provide credit or cash back for any unused balance remaining on the gift card/check. Gift cards/certificates are not replaceable if lost, stolen, destroyed, or expired. Gift cards/certificates may not be resold, are not redeemable for cash, and are void if sold for cash or other consideration. Gift cards/certificates must be surrendered at redemption. Gift card/certificates are not redeemable and considered void if altered, photocopied, or reproduced. Retailers have the right to restrict usage, and participation by retailer is subject to change.

Can I redeem by phone?

Yes, if you would prefer to speak with a Customer Service Representative, you can complete your redemption by calling the First Citizens Rewards® Center at 1.866.645.1694 Monday through Saturday 8 am - 9 pm and Sunday 8 am - 6 pm Eastern Standard Time.

Is it possible to place a rush order and get expedited delivery?

Yes, we're pleased to offer cardholders an opportunity to expedite delivery for gift card redemptions. The additional fees for this service can be charged to your First Citizens Rewards® credit card or by redeeming additional points.

Points Pooling

Can my points be pooled/combined?

Cardholders may pool or combine the points across their rewards account(s) to earn rewards faster. Cardholders may also pool their points along with any other First Citizens Rewards cardholders' accounts. There is no limit on the number of program accounts that can be pooled; however, several rules apply:
(1) Consumer cardholders may only pool points among other consumer cardholders
(2) No pooling of points may occur between consumer and business program accounts
(3) Each individual program account can only participate in one pool at any time. If a cardholder is already in a pool with one program account, they must unlink their current pooled account to join another pool.
(4) Cardholders in the cash back tier are not eligible for pooling.

How do I join a pool?

You must be invited to join a pool by another First Citizens Rewards cardholder (cardholders in cash back tier are not eligible). An invitation will be sent to you via email by the cardholder providing you with additional information. If you choose to accept the invitation, you will register one of your First Citizens Credit Cards to participate. Due to security reasons, you are only able to register one First Citizens Credit Card per each invitation. However, once you have entered a pool, you can send an invitation to yourself to add another account to the pool. Invitations and acceptance can be completed online. firstcitizensrewards.com.

Why would I join a pool?

Joining a pool will not be the right choice for all cardholders. However, many cardholders will love the opportunity to earn rewards even faster. By combining multiple accounts, the pool will have greater opportunity to redeem for higher point level rewards even faster. This would be an excellent option for some families., a group or extended family wanting to take a dream vacation., a community group that wants to purchase larger items for their school, church or neighborhood, or an organization that is interested in redeeming to furnish a meeting room or other need. The opportunities are endless.

Gifting or Transferring Points

Can I gift points to another Rewards account?

Consumer cardholders may transfer some or all of the points in their First Citizens Rewards account to a second account in their name to another First Citizens Rewards® consumer account in First Citizens. All point transfers must be completed online. At this time gifting is limited to consumer cardholders only (and excludes cardholders in cash back tier).

When will my points gift be applied?

For point gifting/transfers within the First Citizens Rewards® program, the transfer will be remitted immediately when processed.

Can I gift points to any First Citizens Rewards® account?

The First Citizens Rewards® account/pool being debited for the points being transferred as well as the account receiving the transferred points must be with First Citizens and must be open and in good standing. You may not transfer points to a closed account, to an account outside of the Program or a Cash Back Rewards account.

When I gift points to another account will the expiration date on the points be reset or stay the same?

Rewards points transferred to another Rewards account will retain their original expiration date.

General

Who can access a business rewards account?

At account opening, the business owner will assign a primary cardholder who is the only person with administrative rights to the rewards account. The Primary cardholder will be able to set up log in credentials via the rewards website, make redemptions (both online and via the Rewards Call Center), and establish authorized redeemers.

I have a question about my First Citizens Rewards® account. How can I get help?

Please call the First Citizens Rewards® Center at 1.866.645.1694 Monday through Saturday 8 am - 9 pm and Sunday 8 am - 6 pm Eastern Standard Time.

What is not considered a qualifying purchase?

Cash and cash-like transactions, including, but not limited to, cash advances, ATM withdrawals, balance transfers, convenience checks, unauthorized charges, betting track, casino transactions, lottery tickets, money orders, money travelers' cheques from a non-financial institution, foreign currency cash purchases, bail bonds, debit cancellation charges, points purchased and fees of any kind are excluded.

What is an authorized redeemer?

The Primary cardholder can assign others within the business (both cardholders and non-cardholders) to make redemptions on behalf of the company. Authorized redeemers can only make redemptions via the First Citizens Rewards Center, and need to go through a validation process before doing so.

I want to change my shipping address for the item I want to redeem. What do I do?

Unfortunately, for security purposes you are not able to change your address online or through the First Citizens Rewards® Center. You must contact the First Citizens Bank directly at 1.888.FC DIRECT for any personal changes including changing your address.

Which transactions are available to view online?

As the primary account, you can view your Account History, Reward Redemption History, and Earning History in your account profile. You will be able to view the point totals for each cardholder within the business and a grand total of all the points available and all points redeemed by any authorized redeemers.

When will points be accessible in the First Citizens Rewards® account?

The points earned for qualifying purchases will be calculated Tuesday through Saturday, except on holidays, and will post within two (2) business days after the transaction. Points earned on all other days will post within 72 hours.

Redeeming

Do I have to earn a lot to see benefit of the First Citizens Rewards?

Most rewards start at 2,500 points but there are several options that start below 1,000 points making it easy to redeem points right away.

What types of rewards are available?

First Citizens Rewards offers a wide variety of rewards including statement credits, travel (airline tickets, car rentals, hotel stays, and tour packages), experiential rewards, merchandise from top brands, retail gift cards, digital downloads and eCertificates, as well as Pay Me Back rewards. View the Rewards catalog for a complete listing of all of the rewards that the program currently offers.

What are experiential rewards?

Experiential rewards redemptions are only available to those who elect to accelerate their earnings and enroll in the highest tier of the program. You can save points to build your own travel package or redeem for special offerings promoted through the rewards site such as NBA All Star tickets, spa retreat packages, golf getaways, etc. Since points don't expire, you can save for years and track your points to build your dream vacation.

What are Pay Me Back® rewards?

While there are many reward options available through the First Citizens Rewards program, we understand that sometimes you would prefer to redeem earnings for an item that is not available in our catalog. So we've created Pay Me Back to increase the flexibility of how you can redeem your points/reward dollars. Pay Me Back can be used for:

Travel - Purchase any available flight, hotel stay, car rental, cruise or tour package of your choosing over $100.

Retailers – Make a purchase at any retailer over $100 (some exclusions apply to certain categories of transactions).



What type of Gift Cards are available?

Gift Card rewards are available in many different values for a large variety of retailers - examples include Best Buy® and Starbucks®. You can use the gift cards for yourself or give them to friends and family as gifts.

Are there any restrictions on the gift cards/certificates offered through the program?

Any restriction on a specific gift card/certificate/eCertificate will be included in the Program Rules. On occasion, gift card merchants require an expiration date. This date will be printed on the front of the gift card/certificate and cannot be extended beyond the expiration date. The full value of the gift card/certificate must be redeemed; retailers do not provide credit or cash back for any unused balance remaining on the gift card/check. Gift cards/certificates are not replaceable if lost, stolen, destroyed, or expired. Gift cards/certificates may not be resold, are not redeemable for cash, and are void if sold for cash or other consideration. Gift cards/certificates must be surrendered at redemption. Gift card/certificates are not redeemable and considered void if altered, photocopied, or reproduced. Retailers have the right to restrict usage, and participation by retailer is subject to change.

Can redemptions be made by phone?

Yes, the Primary cardholder and authorized redeemers can make redemptions by calling the First Citizens Rewards® Center at 1.866.645.1694 Monday through Saturday 8 am - 9 pm and Sunday 8 am - 6 pm Eastern Standard Time.

Is it possible to place a rush order and get expedited delivery?

Yes, we're pleased to offer cardholders an opportunity to expedite delivery for gift card redemptions. The additional fees for this service can be charged to your First Citizens Rewards® credit card or by redeeming additional points.