By Allison Reed | Consumer-banking support analyst with 9 years of digital-access documentation experience
Last reviewed: July 21, 2026
First Horizon customers should begin at firsthorizon.com, select Log in, and verify that the chosen service matches their personal, small-business, or corporate profile. This independent guide is not affiliated with First Horizon Bank and cannot access, recover, or modify customer accounts.
Check the profile first. Skip a new enrollment when Digital Banking worked previously, because First Horizon provides a separate Forgot User ID/Password route for established users.
What First Horizon is
First Horizon Bank is a U.S. financial institution offering personal banking, small-business services, commercial banking, mortgages, trust services, and other financial products. Its personal login page identifies eligible banking products as provided by First Horizon Bank, Member FDIC.
A search for “First Horizon” often hides a more specific need. The customer may be trying to enter Digital Banking, establish online access, recover an existing profile, update account contact information, or reach a protected service form.
Those tasks start differently.
Choose the profile before entering anything
First Horizon’s personal login page contains a banking-service selector followed by User ID, Password, Login, Enroll for access, and Forgot ID or password. The dedicated Digital Banking page uses Enter User ID, Enter Password, Show, and Forgot User ID/Password.
| Customer situation | Appropriate starting action |
|---|---|
| Personal Digital Banking user | Select the personal banking service |
| Small-business user | Open the Small Business banking route |
| No Digital Banking User ID | Choose enrollment |
| Existing profile no longer accessible | Choose recovery |
| Mortgage applicant | Use the mortgage application portal |
| Protected customer request | Use the Digital Banking authentication shown |
Mortgage access is a separate example. First Horizon’s mortgage application portal uses Email, Password, Trouble signing in?, and Sign in, rather than the User ID wording used by ordinary Digital Banking.
Read the labels.
A legitimate First Horizon page can reject a legitimate credential when that credential belongs to another First Horizon service. A Digital Banking User ID should not automatically be treated as a mortgage email login, and a personal profile may not belong to a business service.
Do this first: match the screen to the task. Skip password recovery until the service is correct.
Enrollment and recovery are different paths
First Horizon’s recovery page is headed Forgot User ID Or Password. It states that customers who do not have a User ID must enroll in online banking, while established customers can use the recovery process. The page currently lists 800-511-9160 as its contact number.
Use enrollment when Digital Banking access has never been created for the eligible banking relationship. Use recovery when the customer previously signed in but no longer knows or can use the established profile information.
The common mistakes run in both directions:
- An existing customer begins a second enrollment after forgetting a User ID.
- A customer who never enrolled repeatedly tries the recovery screen.
- A personal customer chooses the business account category.
- A mortgage applicant enters that profile on the Digital Banking page.
Enrollment does not open a new deposit account. It establishes digital access for an eligible banking relationship.
Priority one: determine whether the User ID ever existed. Skip duplicate setup when an established profile needs recovery.
Missing fields are not rejected credentials
The direct First Horizon Digital Banking screen displays exact validation messages when required fields remain empty:
- We still need your User ID
- We still need your Password
These messages do not prove that the bank rejected completed information. They indicate that the named field still needs an entry.
A browser or password manager can fill one field while leaving the other blank. The customer presses the sign-in control, sees a warning, and assumes the profile has been locked or disabled.
Check both fields first. Skip enrollment, browser deletion, or repeated recovery when the page merely identifies an incomplete form.
Short message. Narrow meaning.
A completed form that fails is a different situation and may call for the bank’s recovery route or customer assistance.
Keep account contact details current
Recovery becomes harder when the contact information associated with a Digital Banking profile is outdated.
First Horizon’s Small Business instructions provide a documented path for updating profile contact information. In the mobile experience, the route begins with More, followed by Settings, Profile, and Change Contact Info. On the website, customers can open Settings and select Change Contact Info.
The page also allows a customer to add or remove a phone number and designate a phone or email as the default verification method.
This is a practical maintenance task, not a login cure for an account that is already inaccessible. Update contact information while ordinary access still works rather than waiting until recovery depends on an old communication channel.
Do the update first when the information has changed. Skip deleting the only current contact method until another valid method has been added and confirmed through the bank’s workflow.
The exact settings available can vary by profile and service.
Recover one account at a time
First Horizon provides a bank-hosted recovery route rather than requiring customers to rely on third-party tutorials. Begin from the bank’s main login menu or the Forgot User ID/Password control on the Digital Banking page.
Use a controlled sequence:
- Confirm the selected First Horizon service.
- Determine whether the profile is personal or business.
- Confirm that Digital Banking worked previously.
- Open the bank’s recovery page.
- Complete that process before testing another profile.
- Return through a new First Horizon login session.
Do not combine recovery with another enrollment, an app reinstallation, several browser changes, and edits to business-user access. When every variable changes together, it becomes difficult to determine which profile was restored and which sign-in information is current.
A customer can hold more than one First Horizon relationship. Recovering a personal profile may not restore a separate small-business, corporate, mortgage, or benefits-related service.
One profile at a time.
Compare the website and mobile app
First Horizon directs customers to download its mobile applications through the store links published on the bank’s mobile page. The app supports balance viewing, transfers, bill payments, and other mobile banking functions.
First Horizon also states that customers use their current Digital Banking credentials in Mobile Banking.
That creates a useful troubleshooting split:
- Website and mobile app both fail: inspect the profile or recovery route.
- Website works but the app fails: inspect the application or stored mobile session.
- Mobile app works but the website fails: reopen First Horizon from its main domain.
- Personal access works but business access fails: verify the account category.
- Login works but one feature is unavailable: check the product or user setup.
Do not reinstall first. Confirm whether the profile works through another First Horizon channel, then isolate the device or service that remains affected.
First Horizon says Digital Banking requires a bank account, an internet connection, and a 128-bit encrypted browser. Browser and service availability can still vary by device or environment.
Manage ordinary alerts inside Digital Banking
First Horizon provides authenticated settings for account alerts.
Its online alerts page instructs current Digital Banking customers to sign in, select Messages & Alerts, and choose Alerts from the submenu. Customers managing online statements use Accounts/Statements.
A separate First Horizon page directs customers who want to update text-alert preferences to Settings – Manage Alerts. That area can be used to remove, change, or add a mobile device connected to alert preferences.
Use these routes for ordinary notification settings.
An unexpected alert about an action the customer did not initiate should not be dismissed as a preference problem. Return to First Horizon through its main website or an established contact route rather than interacting with a suspicious message.
Security takes priority. Skip ordinary settings changes when unfamiliar account activity is involved.
Why a support request can show another login page
Some First Horizon customer-service requests lead to a page titled Before you continue.
The screen explains that 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.
This does not necessarily mean the bank created a second profile. The selected request is being protected by the customer’s existing Digital Banking access.
Use the established Digital Banking profile there. Skip trying mortgage, corporate, or unrelated service credentials unless the page specifically names that system.
Customers who cannot enter the protected form can return to First Horizon’s support hub, which provides FAQs, contact options, and customer-service requests.
Choose support according to urgency
First Horizon’s contact page publishes 800-382-5465 for customer assistance.
The public questions-and-comments form says correspondence is generally answered within one to two business days and advises customers who need faster service to call.
Use the channel that matches the problem:
- Digital Banking recovery: use the recovery service and its published contact.
- General banking question: use customer service or the support hub.
- Routine written inquiry: use the questions-and-comments form.
- Protected form without Digital Banking access: call or visit a branch as instructed.
- Account-specific question while signed in: use the bank’s authenticated support options.
- Suspicious activity: contact First Horizon through an established route promptly.
When describing a login issue, name the account category, device, last screen that worked, approximate time, and whether recovery opened.
“Digital Banking displays We still need your User ID after the browser filled only the password field” gives support a useful starting point. “First Horizon is broken” does not.
FDIC protection follows the product
First Horizon’s personal banking page identifies its banking products and services as provided by First Horizon Bank, Member FDIC.
The Federal Deposit Insurance Corporation covers eligible deposits according to applicable limits and ownership categories. Trust, investment, insurance, mortgage, and other financial services may have different protections and disclosures.
Shared branding is not enough.
Read the disclosure attached to the exact product. Product availability and terms can vary by account and region.
Frequently asked questions
Where should I begin a First Horizon login?
Start at firsthorizon.com.
What if I never created a User ID?
Use enrollment, not recovery.
What does “We still need your Password” mean?
The password field is incomplete.
Can I use Digital Banking access in the mobile app?
Yes. First Horizon directs customers to log in to Mobile Banking with their current Digital Banking credentials.
How do I change alert preferences?
Sign in and use Messages & Alerts > Alerts or the bank’s Settings – Manage Alerts route, depending on the notification being managed.
Why does a customer-service form request another sign-in?
Some forms are protected by Digital Banking authentication. The Before you continue screen asks for the existing Digital Banking profile and directs customers without it to a branch or the listed customer-service number.
How can I update Small Business contact information?
First Horizon documents a mobile route through More > Settings > Profile > Change Contact Info and a website route through Settings > Change Contact Info. Availability and exact options may depend on the business profile.
How fast does the public contact form receive a reply?
First Horizon says one to two business days. Customers who need faster help are directed to call.
