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Protect yourself
against fraud

Call us at 787-725-2511 if you suspect of
any fraudulent activity.

We teach you about the latest forms of fraud so that you can stay alert and know how to protect yourself. Reduce the risk of being a victim by taking the necessary actions. We work every day to protect you. #DoubleCheck fraud!

Digital Banking and Mobile Digital Banking Security

Access Security or "PassMark" – During the registration process, FirstBank's security measures require that you choose a password in order to gain exclusive access to your Digital Banking and Mobile Digital Banking Accounts. You must select a series of three security questions and choose a single image. Always pay attention to that image: if the one you chose is not the one that shows, communicate with the FirstLine Solutions Center immediately for more information.
Password Requirements – FirstBank requires that the password contains at least 8 characters, with a minimum of one number, one special character (!@#$%^&*,.<>) and upper-case letter.
Password Changes – It is recommended that you change your password regularly. If you forget your password or wish to change it, you must do it during the login process by pressing on the "Forgot my password" link on the screen, on the main Digital Banking menu, or calling the FirstLine Solutions Center.
Automatic Logout – FirstBank's Digital Banking and Mobile Digital Banking services automatically close the session if the system detects no activity during 15 consecutive minutes.
System Lock – If five attempts for access were failed when answering the security question or providing the password, the user will be automatically locked out. The only way of recovering access is through a FirstLine Solutions Center customer service representative.
Updates – We recommend that you regularly update the operating systems, apps and firmware installed in your devices.
Careful when downloading apps –Make sure the app comes from a reliable and reputable source before installing. FirstBank only offers mobile apps through the App Store (Apple) and Play Store (Android).
Unsecured public WiFi – The use of unsecured public wireless networks is not recommended since the information could be visible to anyone.
Use anti-malware – The use of anti-malware software helps prevent, detect and remedy malicious software that jeopardizes the security of your devices.

Security Infrastructure

Secure Connection – When accessing FirstBank's Digital Banking or Mobile Digital Banking, you are automatically in a secure session. In the address bar of the browser of your choice, you will be able to see that the address begins with "https://" and that the image of a closed padlock appears on the right side. All data exchanged between FirstBank and you is encrypted; therefore, no third party will be able to read it or modify it.
Encryption System – Firstbankpr.com uses a high-grade (SSL) encryption protocol with 128-bit keys, that guarantees the security of your information. This process makes illegible all the data that travels through FirstBank's Digital Banking and Mobile Digital Banking systems.
Protection – FirstBank's web-connected systems are protected with firewalls and antivirus programs, which are kept up to date at all times.
Security Certificate – To verify the security certificate of the page, click on the closed padlock image on the right side of the navigation bar that contains the Digital Banking or Mobile Digital Banking address.

Identity Theft

What is identity theft?

Identity theft occurs when someone uses your personal information without your authorization to commit fraud, gain self-benefit or another crime.
Personal Identity Information is information that we use daily to identify ourselves, such as name, address or phone, Social Security, or driver license numbers. When a criminal manages to obtain this information, he/she can use it to create new, fraudulent accounts.
For more information about identity theft, visit the Federal Trade Commission website (www.ftc.gov).
Identity thieves can use various methods for obtaining the information, including:
- Dumpster diving – Search in trash cans or containers, with the purpose of finding bills or any other document that includes personal information.
- Skimming – Theft through the reading of credit or debit card numbers (electronic information) using specialized equipment to obtain and store the data.
- Phishing – Adopting the appearance of a legitimate financial institution or company, the criminal sends unsolicited electronic or pop-up messages through a web browser to drive people to reveal personal information.
- Change of Address - Through a request for a change of address, the account statements are diverted to another destination.

What is done with my information?

Account Takeover – The identity thieves can use existing checks, credit or retirement accounts, among others, and divert funds to use them for their benefit.
New Accounts – Using your personal information, the identity thief can establish some form of financial relationship, such as:
- Obtaining a credit card or loan approval using fraudulent or stolen identifications.
- Obtaining a credit card or loan approval using stolen credit history.
- Obtaining financial leasing or a car rental with fraudulent or stolen identifications.
- Opening deposit accounts to seize available funds and checks in transit.
- Make wire transfers.
Unauthorized Transactions – These include the use of your account without your consent to make transactions that benefit the person who steals your identity. Some examples are:
- Check forgery (can include signatures and endorsements).
- Charges to credit cards through the Online or by phone.
- Theft of debit cards from the ATM stations (with their pin numbers or signatures, or without them).

How do I detect if I am a victim of identity theft?

You detect unexplained money withdrawals from your bank account.
You stop receiving your bills or any other correspondence.
Businesses reject your checks.
You receive calls from debt collectors asking that you pay debts that are not yours.
You find strange accounts or charges in your credit report.

Best Practices to Prevent Fraud

Do not share your password with anybody and keep that information in a secure place, so that others have no access to it. You are responsible for protecting the confidentiality of your account and your password, as well as of restricting the access to your computer and mobile device.
Use Digital Banking or Mobile Digital Banking only from your computer, tablet or personal mobile phone.
Never leave a computer unattended while you use Digital Banking.
If any institution asks you to share your Digital Banking access or personal information, do not disclose it.
Do not open e-mails from unknown sources.
Limit the printing of documents that contain your personal information. One way of doing it is by requesting the e-Statements service, which eliminates the delivery of paper account statements. Instead, you can access them each month through the Digital Banking and Mobile Digital Banking services.
Shred those documents that contain your information before disposing them.
Activate Digital Banking alerts that inform you of the activity in your accounts; for example: completed, failed or modified transfers.
- Daily account balance
- Balances that are too low or that exceed a certain amount
- Suspension of payments results
- System login errors
- Changes of e-mail address
- Password changes
Always remember the date of your last login and confirm it on your next Digital Banking session.
Always press the "Log Out" option to finish your Digital Banking or Mobile Digital Banking session.
Verify your Digital Banking or Mobile Digital Banking transactions frequently. If you detect any suspicious activity, report it immediately to your financial institution.
If an e-mail claims to come from your financial institution but seems suspicious to you, it is recommended that you check with the FirstLine Solutions Center.
If the system requests several times that you introduce your user name or password, it could be a sign of fraudulent activity.

Protect What is Yours

Are you certain or suspicious of any fraudulent activity going on?

Contact our confidential program, Protect What is Yours, where all employees could report, without fear of retribution, any inappropriate action that could impact you, First BanCorp, its branches, shareholders, employees, investors and the general public.

Report any fraud, it’s totally confidential. Call 1-800-780-9526 (for employees only).

Financial exploitation of people with disabilities or the elderly

Regulation of the Office of the Commissioner of Financial Institutions, number 7900, defines financial exploitation as "the improper use of the funds , property or resources of a person with disabilities or advanced age by another individual, including, but not limited to fraud, false pretenses, embezzlement, conspiracy, falsification of documents or records , coercion, transfer of ownership or denial of access to property."

In many cases they are victims of a family member or an acquaintance. Also, they could be scammed by their caregivers or trusted people from whom they contract some type of service. The elderly or disabled person may exhibit the following behaviors:

Visits the Bank accompanied by a person, whether familiar or strange, who encourages or coerces them to make a withdrawal, money transfer, loan or other transaction.
Visits the Bank accompanied by a person who does not allow him to speak directly with the staff of the Bank.
The person is stunned, nervous, or scared.
Does not recall certain financial transactions in his account, alleges that he has not authorized any transaction, or shows concern or confusion regarding the balance of his account.
Visits the Bank accompanied by a person who proves to be too interested in its financial statement.
Offers conflicting or questionable explanations to justify financial transactions.
The person is fearful that he will be evicted or confined to an institution if he does not give money to the caregiver.
The person’s physical appearance looks like they are not receiving the required care, according to their needs and according to their financial condition.
Change in withdrawal patterns or amounts.
Frequent account changes from one branch to another.

For its part, the exploiter of the elderly person or with a disability could be a person or family member exhibiting the following behaviors: requests orientation on financial benefits for the elderly or person with disabilities, without its consent.

He is one of several people or relatives who claim to have guardianship over the elderly or disabled person, and over their assets.
He claims to have guardianship or to have been designated as a person authorized to handle the accounts of the elderly or disabled person, and refuses to show evidence of his authority or shows conflicting evidence.
He impersonates the elderly or disabled person to receive information or services by telephone
Forges the signature of the elderly or disabled person

If you identify some of these behaviors or suspicious looks, you can orient yourself in one of our branches or go directly to a government office serving these cases:

Oficina del Procurador de las Personas de Edad Avanzada
Assistant Attorney Protection and Defense
Central Office:787-721-2121
Region I:787-919-7930
Ponce:787-841-1180 / 1181
Guayama:787-592-7020 / 7021
Mayagüez:787-986-7108

Physical Address:
Ponce de León Avenue
Building 1064 - third floor
Stop 16 ( on the top of the Marshalls building)
San Juan, PR 00919-1179

Postal Address:
P O Box 191179 San Juan, PR 00919-1179

Ombudsman for People with Disabilities (DPI)
Central Office:787-725-2333

Physical address:
Roberto Sánchez Vilella Government Center (Minillas)
South Tower, Floor 2, Office 203
Diego Avenue
San Juan, PR 00912

ADFAN Family and Children Administration
Central Office:787-625-4900

Physical address:
Roosevelt Plaza Building
185 Roosevelt Avenue
Hato Rey, PR 00918

ATH Móvil

Fraud can also happen through transfer platforms like ATH Móvil, learn how you can be exposed.

If you get a call asking for personal information claiming to be from the ATH Móvil call center, please ignore and report it as fraud.
We’ll never ask for personal information or any other sensitive information through calls, text messages, social media or direct message.
During fraud attempts, they may ask you for: passwords, phone numbers, account data, financial details or other sensitive information.
Only use ATH Móvil from your personal devices through the iOS and Android mobile apps.
Never reveal your ATH Móvil validation code to anyone, or through a website.
Never trust calls or messages informing you that you just won a prize.
Don’t respond to phone numbers you don’t recognize. Fraudsters tend to use area codes such as 866, 877 or 888.

To report fraud you can call:

División de Crímenes Cibernéticos (Cyber Crime Unit)

787-793-1234 Ext. 2488

Federal Trade Commission (FTC)

1-888-382-1222

Federal Communications Commission (FCC)

1-888-225-5322

ATH Móvil is an ATH Network service from EVERTEC Group, LLC.