By Nicole Barrett | Digital-banking support analyst with 9 years of account-recovery workflow experience
Last reviewed: July 21, 2026
A First Horizon login can become more difficult after replacing a phone, changing an email address, or removing a contact method used for verification. Start at First Horizon’s main website, choose Log in, and confirm whether the problem occurs at the credential stage or during a later security check.
This independent guide is not affiliated with First Horizon Bank and cannot access, recover, or modify customer accounts.
What First Horizon is
First Horizon Bank is a U.S. financial institution serving personal, Small Business, commercial, mortgage, trust, and wealth clients. Its banking login pages identify First Horizon Bank as a Member FDIC and Equal Housing Lender.
The search term “First Horizon” often represents a narrower task: enter Digital Banking, recover an established User ID, authenticate a new device, or update a contact method used for account verification.
Those jobs are connected.
Find the stage where access stops
The direct First Horizon Digital Banking screen displays Enter User ID, Enter Password, Show, and Forgot User ID/Password. It can also show We still need your User ID or We still need your Password when a required field has not been completed.
| Last successful stage | More relevant check |
|---|---|
| Login form does not receive both required entries | Complete the missing field |
| Established profile is no longer accepted | Open account recovery |
| Credentials pass, but another check appears | Review the verification method or device |
| Website works, but a replacement phone does not | Focus on mobile-device authentication |
| Login works, but contact information is outdated | Update the profile while access remains available |
| A customer form shows Before you continue | Use existing Digital Banking authentication |
Do this first: identify the failed stage. Skip repeated password changes when the User ID and password have already been accepted and the process has moved to device or contact verification.
A required-field message is not an account-lock notice. It says the named field remains incomplete.
Why current contact information matters
First Horizon’s Digital and Mobile Banking overview says customers need to add an email address or mobile number after their initial login so the bank can send a verification code when they change contact information or add a custom recipient. The bank recommends adding both contact types.
That creates a practical recovery dependency.
A profile may work normally for months, then require another security check after a device replacement, profile change, or higher-risk action. If the associated phone or email is no longer usable, the customer may reach the security stage without being able to complete it through the expected contact route.
Update details early.
Do not wait until the old phone has been disconnected or the former email account has become inaccessible. Contact changes are easier to manage while the customer can still enter Digital Banking and complete the bank’s normal verification workflow.
Priority one: keep a usable verification method on the profile. Skip deleting the last current method before another valid option has been established through First Horizon.
Change Small Business contact information
First Horizon publishes exact website and mobile paths for updating a Small Business profile.
In the mobile app, the documented route is:
More > Settings > Profile > Change Contact Info
The customer then receives a security code through an existing email or text method, enters it in the security code field, and selects Continue. The page provides controls including Add Phone, Use for Verification, and Save.
On the website, the route is:
Settings > Change Contact Info
The same documentation says users can add or delete phone numbers and designate a phone or email as the default verification method. It also advises keeping only one contact point in each category and deleting duplicate phone numbers or email addresses.
This is a post-login maintenance task. It is not a self-service solution for someone who can no longer enter the profile or complete the existing verification check.
Do the update while access works. Skip experimenting with profile fields after the recovery process has already stalled.
A new phone may require device authentication
First Horizon’s Mobile Banking security material says mobile access uses two authentication factors: the confidential passcode and confirmation of the correct end-user device. The bank states that the device must previously have been shown to be in the customer’s possession and authorized for access.
First Horizon’s Mobile Deposit documentation also says customers are asked to authenticate the mobile device on their first login.
That means a replacement phone can introduce a device-specific access step even when the Digital Banking profile itself remains valid.
Common situations include:
- A new phone replaces the previously authorized device.
- The banking app is installed again.
- The device was restored to factory settings.
- A different mobile browser is used.
- The stored mobile session was removed.
Check website access first. If Digital Banking works in a current browser but the new phone cannot continue, the mobile-device layer is a stronger lead than another password reset.
Do not reinstall repeatedly. Confirm whether the established profile works through the website, then use First Horizon’s support route if mobile-device authentication cannot be completed normally.
Enrollment is not recovery
First Horizon’s recovery page is titled Forgot User ID Or Password. It says customers without a User ID need to enroll in online banking and publishes 800-511-9160 for that recovery service.
First Horizon’s enrollment page describes enrollment as adding Digital and Mobile Banking to an existing account and says the process takes about five minutes. It lists 800-382-5465 for additional assistance.
Use the distinction:
- No Digital Banking User ID was ever created: enroll.
- The profile worked before: recover it.
- The profile works, but a verification method is outdated: update the profile or contact First Horizon.
- The website works, but a new phone fails: investigate device authentication.
- A Small Business secondary user lacks access: contact the business profile administrator.
Starting another enrollment after a phone or email change may create the wrong workflow. It does not repair an established profile whose verification route needs attention.
Recover narrowly.
Small Business users may depend on an administrator
First Horizon’s current business-profile notice says someone without login credentials for a business profile should contact the Digital Banking profile administrator and request to be added as a secondary user. It says the administrator can authorize a signatory as a secondary user and provide access through online banking.
This creates two separate issues:
- An established business user cannot complete login or verification.
- A person was never added to the business profile.
Recovery applies to the first case. Business-user administration applies to the second.
A person cannot recover credentials for a profile that was never assigned to them. Likewise, changing the primary user’s password is not the correct fix for one missing secondary user.
Check the business-user relationship first. Skip company-wide credential changes when only one person lacks access.
Service settings and administrator roles can vary by business arrangement.
Protected requests may ask you to sign in again
Some First Horizon customer-service requests lead to a page titled Before you continue.
That screen says the online form is for customers and requires a Digital Banking Username and Password. Empty submissions display Please enter a value for Username and Please enter a value for Password. Customers without Digital Banking credentials are directed to visit a branch or call 800-382-5465.
The change-of-address and contact-information request is one example of a protected route that requires Digital Banking sign-in.
This is not necessarily another First Horizon account. It is an authentication checkpoint before the customer-specific request is opened.
Use the established Digital Banking profile. Skip mortgage, investment, corporate, or unrelated credentials unless the page identifies that service.
If Digital Banking itself is unavailable, use the alternate route shown by First Horizon rather than repeatedly submitting the protected form.
Website and mobile access should be compared
First Horizon says existing Digital Banking customers are automatically enrolled for Mobile Banking and use their current Digital Banking credentials. Access is available through the bank’s application or a mobile web browser.
The First Horizon Mobile Banking app is listed for personal and Small Business customers. Its published features include viewing balances, depositing checks, paying bills, transferring funds, managing budgets, tracking spending, and setting alerts.
Use the two channels as a diagnostic pair:
- Website and app both reject the profile: use recovery.
- Website works but a new phone fails: focus on device authentication.
- App works but the website fails: reopen First Horizon from its main domain.
- Both channels work, but contact data is old: update the profile.
- One Small Business user fails while others work: check that user’s assignment and verification setup.
Do not alter every channel at once. One controlled comparison usually reveals whether the problem follows the profile or the device.
Choose support based on urgency
First Horizon’s public questions-and-comments form says responses are generally provided within one to two business days. It directs customers to call 800-382-5465 for faster service and says urgent or sensitive matters should not be placed in the public form.
The direct Digital Banking and recovery pages display 800-511-9160 for Digital Banking Customer Care.
Use the route tied to the task:
- User ID or password recovery: Digital Banking recovery support
- General banking or profile assistance: general customer service
- New-device authentication that cannot be completed: Digital and Mobile Banking support
- Protected request without Digital Banking access: branch or the number displayed on the page
- Missing Small Business secondary-user access: business profile administrator
- Routine written question: public form
When contacting support, name the account category, channel, device change, last successful screen, and whether the established contact method remains available.
“Digital Banking works in the browser, but the replacement phone cannot complete device authentication” gives support a useful starting point.
Electronic delivery also depends on current contact details
First Horizon’s Electronic Delivery Disclosure Notice says customers can receive statements, account agreements, rate disclosures, and certain tax documents electronically. It also provides a route for updating an electronic address or changing delivery preferences through customer service.
First Horizon’s online statements page says customers receive an email when an enrolled statement becomes available in Digital or Mobile Banking.
An outdated email can therefore affect more than login verification. It may also disrupt expected notifications about electronic statements or documents.
Keep profile maintenance separate from recovery. Update contact and delivery preferences through the authenticated or bank-provided route while access remains available.
Frequently asked questions
Where should I begin?
Start at First Horizon’s main website and select Log in.
Why does a new phone require another check?
First Horizon says Mobile Banking authentication includes confirmation of the authorized end-user device in addition to the customer’s passcode.
How do Small Business users change contact information?
In the app, use More > Settings > Profile > Change Contact Info. On the website, use Settings > Change Contact Info.
Can I choose a default verification method?
Yes. First Horizon’s Small Business instructions include a Use for Verification checkbox for an eligible phone or email listed in the profile.
Should I enroll again after replacing my phone?
No, not merely because the device changed. Existing Digital Banking customers use their current credentials for Mobile Banking, while the new device may require authentication.
Why does a change-of-address request ask me to sign in?
It is a protected customer request. First Horizon requires Digital Banking authentication before the change-of-address and contact-information form can continue.
What if I was never added to the business profile?
Contact the Digital Banking profile administrator. First Horizon says the administrator can add an authorized person as a secondary user.
Which number appears on the Digital Banking recovery page?
800-511-9160.
