Frequently Asked Questions

It’s easy to enroll in CIBC Caribbean Online Banking.

1. Go to https://onlinebanking.firstcaribbeanbank.com

2. Click the "Register" link on the login window

3. To Register using your Credit, Debit or ATM Card Number

     1. Enter the Name on your card

     2. Enter your Card Number and your email address

     3. Click the "Continue" button

     4. Enter your New Password

     5. Enter your Confirmation Password

     6. Enter your Email Address

     7. Click the “Save” button

     8. Click “Send Code” On the Verify Your Identity screen for the option by which you wish to receive the verification code

     9. Enter the verification code provided

     10. Click “Continue

4. To Register using your Account Number

     1. Enter the Name on your Account

     2. Enter your Account Number

     3. Select the Country from the pick list

     4. Click “Continue” button

     5. Enter your New Password

    6. Enter your Confirmation Password

    7. Enter your Email Address

    8. Click the “Save” button

    9. Click “Send Code” On the Verify Your Identity screen for the option by which you wish to receive the verification code

   10. Enter the verification code provided

   11. Click “Continue

i. It is the email address you use most frequently

i. You can use corporate email accounts.

ii. You cannot use free email accounts, such as Hotmail, Yahoo, Gmail etc., for TwoStep Verification as these accounts for security reasons.

We want you to be confident in accessing your financial information online. CIBC uses multiple layers of protection to increase your security while using CIBC Caribbean Online Banking. Please ensure that you have your latest contact details setup within Online Banking. This ensures that when any Sensitive Transactions are performed you are notified immediately via text message as well as email.

If you suspect you may be affected by a security risk, call us immediately to change your CIBC Caribbean Online Banking password. Do not access Online Banking with any machine that you feel may have had a security compromise until it has been fully secured. Feel free to contact us with any security concerns or questions.

The best user experience is using Portrait orientation.

A. In order to use Online Banking one of the following browser versions should be installed. To update or install a browser visit your desired browser site.

B. Here is a list of supported browsers

     a. Windows 10/Chrome Latest Version

     b. Windows 10/Firefox – Latest Version

    c. Windows 10/Microsoft Edge

    d. Windows 10/IE 11

   e. Latest Mac 10.X/Safari 10.X

The insurance premium you pay is based on standard calculations involving the following factors:

- The vehicle’s profile (type, usage, engine size and value)

- Each driver’s profile (including age, occupation, driving experience and driving history)

- Higher premiums may be incurred by high performance engines, young or inexperienced drivers, and expensive or unusual vehicles

In the event of an accident, remember:

- Do not admit liability

- Call the Police immediately

- Contact us on the emergency hotline for assistance

- Obtain the names and addresses of all parties involved and available witnesses who are not passengers in your vehicle

- Record measurements taken by the Police

- Take photographs or have photographs taken of vehicle/ property damage

- Secure vehicle to prevent further damage

·         The premium you pay is based on careful calculations involving these factors:

·         Your home profile (timber, wall, square footage)

·         Age of your home (whether it's a brand new construction or more aged home)

·         If you live in a high-risk area (such as a beachfront property or hillside lot)

This is the first part of a claim, which You must pay.  If claims are under two or more sections for loss or damage sustained at the same time, the deductible/excess will be deducted separately from the total amount under the agreed claim settlement.

The premium you pay is based on careful calculations involving these factors:

·         Purchase Price of property (including land)

·         Amount of Loan

·         Maximum Loan Amount

·         Term of Mortgage

Yes! Just come into a branch or the Trustee Unit of a Financial Centre. Bring picture ID, proof of current address and any questions you may have. (Clients in Barbados & St. Lucia only)

Your RRSP Maturity Date can be when you are between 55 & 65 years old.

Fees depend on which investment option (self-directed or bank-managed) you’ve chosen

Withdrawals made before maturity are taxed at the normal rate.

1st Insights is a tool offered to CIBC clients which provides personalised insights to help you manage and improve your finances.

Yes, there is a cost for 1st Insights, it’s US$3 for the annual subscription. You can go to preferences and select 1st Insights to view the cost or alternatively you can view the schedule of charges. 

https://uat.fcib.bloomreach.cloud/site/schedule-of-charges

The trial period is for 3 months from the first day that you enable 1st Insights  and accept the terms and conditions.

The subscription period is for 1 year after the expiration of the trial period.

It can take up to 1 business day to generate insights once you turn the feature on. If you don't have enough activity on your account to generate new insights, you'll get a "You're all caught up" message. If your account has been closed, no insights will be displayed. 

Transactions are matched using a catalogue of categories made for well-known companies that operate across the Caribbean. For example, any transaction made at FLOW is categorised as Telecomms. You can change the category of a transaction by selecting the transaction within 1st Insights.

For deposit account transactions,1st Insights shows the date the transaction was made. Online Banking shows the posted date, which is the date the bank processed the transaction. For example, if you made a purchase over the weekend, 1st Insights will show the date you made the purchase, whereas Online Banking will show the transaction date as the next business day. Here are other examples of transactions where you may see a mismatch of dates:

·         Back-dated transactions, such as account fees, rebates, cheque deposits, cheque returns or pre-authorised debit payments

·         Future-dated transactions, such as transactions made on a weekend, holiday or in the evening after the processing cut-off time

No, you can only get insights for one account. However, you can change which account you want to receive insights on during the subscription period.

The insights will be given on the currency of the account you have selected.

You can disable the feature before the trial period ends in your Online Banking preferences. You will still have access to 1st Insights for the remainder of the trial period.

The account that you’ve selected for the insights will be charged

You can disable the feature before the subscription period ends in your Online Banking preferences. You will still have access to 1st Insights for the remainder of the subscription period.

Cheque Image Retrieval allows CIBC Caribbean clients to view and download digital images of cheques they have written, after the funds from a cheque have been successfully deposited to the recipient's account. Cheque Image Retrieval is available to clients with chequing accounts in the following territories: Bahamas, BVI, TCI, Cayman, EC Islands and Trinidad.

Cheque images can be accessed in the transaction history of the relevant account. Once you've logged on to either Online Banking or the Mobile App select the account associated with your cheque book.  An icon will be displayed next to the cheque transaction.  Click on the icon to view cheques images.

To download a cheque image, click on either the front or back image of your cheque to enlarge it. Once enlarged, right-click the image and choose the save option or click the download icon at the top-right of the window.

Cheque images will be available in your transaction history after the funds from the cheque have been successfully deposited on the recipient’s account.

Once logged in, CIBC clients can view cheque images through our Online Banking service or the Mobile App.

Downloaded cheque images can be saved and shared if necessary.  Clients can also file the cheque image or use these digital cheque images as a transaction reference. 

*Digital cheque images can not be re-deposited or cashed at any bank.

There is no cost to CIBC clients to view or download the cheque images.

mDeposit is a convenient, easy, quick and secure service offered to CIBC clients. mDeposit allows you to use the camera on your smart device to deposit your cheque(s) via the Mobile App. This service is currently available to Antigua, The Bahamas, The Cayman Islands and St. Lucia clients with local currency deposit accounts. No fees are charged to CIBC clients who use our mDeposit service.

mDeposit is available in territories where local legislation allows cheque images as a legal form of exchange.

You may deposit personal, business and government cheques, convenience cheques and certified cheques in local currency.

Before you deposit your cheque, ensure that the following is present and clear: the payee's name, a valid date, the cheque amount in figures, the cheque amount in words, the drawer's signature, the MICR line and the account number.

NB: The below MUST be applied before depositing a cheque:

· The cheque amount in figures and words should match

·  A valid date, not older than six months.

·  Your account number written at the back of the cheque

· Ensure the amount you input on the screen matches the words and figures on the cheque.

· The Magnetic Ink Character Recognition (MICR) Line is the string of characters that appears at the bottom of the cheque. It consists of three groups of numbers, including the bank routing number, the customer's account number, and the cheque number.

Transaction limits can be viewed in App while conducting the deposit. These limits may change from time to time without prior notice to you.

Cheques deposited after business hours or on non-business days, will be processed on the next business day.

Deposits made after the applicable cut-off time for the country in which the Account is operated will have a transaction date of the next Business Day. Cut-off times for the different countries in which we operate can be found at www.cibcfcib.com/locations. Select your country and view the document titled 'Cut-off Times for Submission of Funds Transfer Requests'

Funds will be credited to your account after our receipt of the images of the front and back of the cheque but availability and access to the funds will be subject to FirstCaribbean International Bank’s internal policy and procedure for holding and for your access to funds limit.

Only one cheque can be deposited per transaction using mDeposit. Once that transaction is completed, you will be prompted to either return to the Home screen or deposit another cheque.

No. Only cheques in local currency can be deposited using mDeposit.

Following a successful cheque deposit, you should retain the physical cheque for at least 90 calendar days from the date of deposit and destroy it within 120 calendar days of deposit. Keep the physical cheque in a secure location. You may be required to promptly provide the physical cheque to CIBC on request.  

When disposing of the physical cheque, shred or cut the cheque(s) into smaller pieces. Ensure that you specifically cut through the name, account number and signature on the cheque(s).

Cheques older than 6 months cannot be deposited using mDeposit.

No fees are charged to CIBC clients who use the mDeposit service.

Yes. Once you log in to our Online Banking service or Mobile App, CIBC clients can view and download cheque images. Downloaded cheque images can be saved and shared if necessary.  Clients can also file the cheque image or use these digital cheque images as a transaction reference. 

*Digital cheque images cannot be re-deposited or cashed at any bank.

For assistance, please visit your branch. You may also contact our Customer Care at care@cibcficb.com or 1-866-743-2257. 

If sending an email, please provide us with your full name, telephone number (area code included), country, e-mail address and details of your issue.

Before attempting the transaction again, please check the status of your deposit. 

Simply select “mDeposit’ then “Deposit history”. 

If the transaction is noted as “Failed”, please try depositing the funds again. Should you receive a second failed attempt, please contact us at 1-866-743-2257.