By Renee Wallace | Digital-banking support analyst with 10 years of consumer access and device-authentication experience
Last reviewed: July 21, 2026
Start a First Horizon login at firsthorizon.com, select Log in, and confirm whether the problem is a missing field, an unrecognized device, a forgotten profile, or an unexpected security alert. This independent guide is not affiliated with First Horizon Bank and cannot access or modify customer accounts.
Do this first: identify the failed stage. Skip repeated password changes when the page is asking for a required field or the bank is checking the device used for Mobile Banking.
What First Horizon is
First Horizon Bank is a U.S. financial institution serving personal, small-business, commercial, mortgage, trust, and wealth clients. Its main website states that banking products and services are provided by First Horizon Bank, Member FDIC and Equal Housing Lender.
The search “First Horizon” is usually navigational. A customer may need the personal Digital Banking form, Small Business recovery, corporate treasury access, alert settings, or support for an unfamiliar login event.
These are different jobs.
Find the correct login screen first
First Horizon’s personal login page contains a service selector followed by User ID, Password, Login, Enroll for access, and Forgot ID or password. The page also offers routes to banking, trust, and other online financial services.
The dedicated Digital Banking screen uses these labels:
- Enter User ID
- Enter Password
- Show
- Forgot User ID/Password
When a required field has not been completed, it can display We still need your User ID or We still need your Password.
| What appears | What it usually means |
|---|---|
| We still need your User ID | The required User ID field is incomplete |
| We still need your Password | The password field is incomplete |
| Forgot User ID Or Password | Existing-profile recovery |
| Enroll for access | First-time Digital Banking setup |
| Before you continue | A protected customer-service form |
| BusinessConnect or TreasuryConnect | Corporate treasury access |
Check the wording. A required-field message does not establish that the bank rejected the completed credential.
Priority one: complete the correct form. Skip recovery if the page simply identifies a missing entry.
Enrollment is not password recovery
First Horizon separates customers without a Digital Banking User ID from customers recovering an existing profile.
The recovery page is titled Forgot User ID Or Password. It says customers without a User ID must enroll in online banking and asks existing customers to choose an account type, including Personal or Business/Small Business. The page lists 800-511-9160 for assistance.
The enrollment page says customers should have a debit or ATM card, an account number, and an email address available. It publishes 800-382-5465 for additional help.
Use the split:
- Never created Digital Banking access: choose Enroll for access.
- Previously used the profile: choose Forgot ID or password.
- Personal profile affected: use personal recovery.
- Business profile affected: select the business category.
- Corporate treasury profile affected: use the assigned corporate service.
Enrollment adds digital access to an eligible banking relationship. It does not replace First Horizon’s separate process for opening a financial product.
Determine whether the profile existed. Skip a second enrollment when the established User ID needs recovery.
Device recognition can be part of Mobile Banking access
First Horizon’s security guidance says its Mobile Banking authentication process uses two factors: a confidential passcode and confirmation of the correct end-user device. The bank states that a mobile device must previously have been shown to be in the user’s possession and authorized for access.
That creates a login problem that a password reset may not solve by itself.
A customer may know the correct profile information but be using:
- A newly replaced phone
- A device that was restored or reset
- A different mobile browser
- An app installation without the prior authorized-device state
- A phone whose stored session was removed
Do not interpret every new-device prompt as proof that the Digital Banking account is disabled. The authentication process can be evaluating both the profile and the device.
Check website access first. If the same profile works through First Horizon’s website but the new phone does not, the device-authorization layer becomes the more relevant issue.
Skip repeated profile resets. Use First Horizon’s Digital and Mobile Banking support route when the authorized-device process cannot be completed normally.
Website access and Mobile Banking provide a useful comparison
First Horizon says Digital Banking customers can use online and mobile services for account access and related banking functions. Its current mobile overview lists features such as push notifications, fingerprint-enabled login, money transfers, and the ability to freeze a debit or credit card to help prevent unauthorized use.
The First Horizon Mobile Banking app is available for personal and Small Business customers. Its listing includes check deposits, balance viewing, bill payments, transfers, budgets, spending tracking, and alerts.
Use a simple comparison:
- Website and app both fail: inspect the profile or recovery route.
- Website works but app fails: inspect the app, device authorization, or stored mobile session.
- App works but website fails: reopen the website through First Horizon’s main domain.
- Personal access works but Small Business fails: verify the account category.
- Login works but one feature is missing: check service eligibility rather than replacing the profile.
Do not reinstall first. Confirm whether the Digital Banking profile works through another First Horizon channel, then isolate the device-specific problem.
Some functions can vary according to account, device, enrollment, and region.
Alert settings and security alerts are different
First Horizon allows customers to manage ordinary account alerts after signing in. Its alerts page directs Digital Banking customers to open Messages & Alerts, then choose Alerts from the submenu. Customers selecting online statements use Accounts/Statements.
Another bank page gives a separate route for text-alert preferences:
Settings – Manage Alerts
From that section, customers can remove, change, or add a mobile device connected to alert preferences. The page says customers who received an alert in error can call 800-382-5465.
Those are normal account settings.
An alert that reports an action you did not initiate is different. First Horizon’s fraud guidance recommends multi-factor authentication where possible and advises customers to respond carefully to suspicious digital activity.
Stop ordinary troubleshooting when an alert is unfamiliar.
Do not approve an unexpected action merely to dismiss the message. Return to First Horizon through its main website or another established contact route rather than using a link or telephone number contained only in the alert.
Security first. Skip browser cleanup while suspicious activity is being evaluated.
System alerts may not be removable
First Horizon’s Digital Banking user guide distinguishes system alerts from customer-selected notifications. It states that System Alerts are for security purposes and cannot be removed.
That explains why some notifications remain even after a customer changes ordinary alert preferences.
Use this distinction:
- Balance or transaction preference: review the alert settings.
- Mobile number attached to alerts: use Settings – Manage Alerts.
- Security system alert: it may not have an opt-out control.
- Alert received in error: use First Horizon’s published support route.
- Unrecognized action or authentication event: treat it as a security concern.
Do not keep searching the settings menu for a control that the bank says is unavailable for system security alerts.
Short answer: some stay on.
Protected forms use the Digital Banking profile
Some First Horizon customer-service requests lead to a page titled Before you continue.
The page says the online form is for customers and asks for 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 access are directed to visit a branch or call 800-382-5465.
This can feel like an unexpected second login because it appears after the customer has already selected a support request.
It is generally an authentication checkpoint for that protected form. Use the established Digital Banking profile there, not credentials from a mortgage, corporate, trust, or unrelated investment service.
Do this first: identify the request. Skip forcing the protected form when Digital Banking itself cannot be reached.
First Horizon’s broader support hub provides contact options, FAQs, and customer-service requests for customers who need another route.
BusinessConnect and TreasuryConnect need specialized support
Corporate treasury access should not be routed through ordinary personal Digital Banking recovery without checking the assigned service.
First Horizon describes BusinessConnect and TreasuryConnect as systems that provide organizations with access to prior-day, current-day, and real-time banking information.
When a customer cannot access either service, First Horizon’s FAQ directs the user to Treasury Management Technical Support. The published hours are Monday through Friday, 8:00 a.m. to 7:00 p.m. Eastern, and the listed number is 800-778-5915.
Corporate mobile customers follow another specific route. Existing BusinessConnect or TreasuryConnect clients are instructed to contact Treasury Management Technical Support regarding First Horizon Connect mobile access.
Use the product-specific route:
- Personal Digital Banking problem: consumer Digital Banking support.
- Small Business profile problem: business recovery and Digital Banking help.
- BusinessConnect or TreasuryConnect problem: Treasury Management Technical Support.
- Protected consumer form problem: Digital Banking or general support.
- Alert received in error: alert-page support instructions.
Choose the system first. Skip sending a corporate treasury user through personal enrollment.
Pick support based on urgency
First Horizon publishes 800-382-5465 for general customer service. Its General Banking FAQs list hours of Monday through Friday, 7:00 a.m. to 10:00 p.m. Eastern, and Saturday, 8:00 a.m. to 5:00 p.m. Eastern; the service is closed Sunday.
The public questions-and-comments form says responses are generally provided within one to two business days and directs customers who need faster service to call.
Choose accordingly:
- Routine written question: public form.
- Digital Banking recovery: recovery-page support.
- New-device authentication issue: Digital and Mobile Banking support.
- Corporate treasury access: Treasury Management Technical Support.
- Suspicious activity: established bank contact without delay.
- Branch or ATM need: First Horizon’s location page.
When explaining a login problem, state the exact screen, account type, channel, device change, approximate time, and whether another approved channel works.
“Website works, but Mobile Banking stopped after replacing the phone” gives support a narrower starting point than “my First Horizon login is broken.”
FDIC protection depends on the product
First Horizon’s website identifies banking products and services as provided by First Horizon Bank, Member FDIC.
Its login area can also route customers to trust, investment, insurance, and wealth services. Those products may carry different disclosures and should not be treated as insured deposits merely because they share First Horizon branding.
Read the product label.
Federal Deposit Insurance Corporation coverage applies to eligible deposits under applicable limits and ownership categories. Availability and protections can vary by product and region.
Frequently asked questions
Where should I start a First Horizon login?
Start at firsthorizon.com.
What does “We still need your User ID” mean?
The required field is incomplete.
What if I never created Digital Banking access?
Choose Enroll for access. First Horizon’s recovery page directs customers without a User ID to enrollment, while established customers should use Forgot User ID Or Password.
Why might Mobile Banking reject a new phone?
First Horizon says Mobile Banking authentication includes confirmation of an authorized end-user device in addition to the customer’s confidential passcode. A replacement, reset, or newly installed device may therefore require a device-related authentication step rather than another ordinary password change.
How do I update text-alert preferences?
Use Settings – Manage Alerts after signing in.
Can every First Horizon alert be disabled?
No. First Horizon’s Digital Banking user guide says system alerts used for security purposes cannot be removed.
Why does a support form request another login?
Some customer requests are protected by the Before you continue screen. It requires the existing Digital Banking profile and directs customers without online access to a branch or the listed support number.
Who handles BusinessConnect or TreasuryConnect problems?
First Horizon directs those customers to Treasury Management Technical Support at 800-778-5915, Monday through Friday from 8:00 a.m. to 7:00 p.m. Eastern.
