Online Banking FAQs :: Online Banking :: City National Bank of Florida

SECURITY

How does City National Bank of Florida Online Banking security work?
Imagine sending a friend a letter. For us it's as simple as dropping it in a mailbox for the carrier to pick up and deliver. Now imagine that instead of just dropping it into the mailbox, you put the letter through a shredder that only you have the key to and then into the mailbox. And instead of one carrier coming to pick it up, the post office sends 100 carriers to each take a piece of your letter. They each go on their own route through all sorts of neighborhoods to your friend's house. Once there, your friend takes this pile of incomprehensible paper, puts it through a reverse shredder that only they have a key to, and out comes your letter, safe and sound.

If we sent information through the traditional manner of one letter, one carrier and one route, it would be easy for a criminal to find the truck carrying your letter and pick it out. So we use the 100-carrier method, otherwise known as RSA public-key cryptography. It's become a standard on the Internet wherever private or sensitive information is concerned. The government uses it; the financial industry uses it, and now, so can you.

Security has always been a top priority with City National Bank of Florida . It will continue to be so by adopting new technologies only after they've passed our unchanging business principles of confidentiality, flexibility, commitment and stability. To have it any other way would not only endanger your finances, but in turn, our reputation, and that is never good for business.

Are there any other securities issues I should be aware of?
There are two additional areas you should be aware of. The e-mail generated through the 'Contact Us' or Certified E-Mail feature of the website, as well as within online banking will be encrypted (scrambled so no else can read it) automatically as long as you are using one of the certified browsers listed below. Requests and questions requiring specific information about your account should be initiated through 'Contact Us' or via 'Certified E-Mail'. You may also call City National Bank Customer Support Center at 1.866.CNB-EPAY (262-3729). Specialists are available Monday through Friday from 8:00 a.m. to 6:00 p.m. (Eastern Time) or E-mail us using our Contact Us form. Initiating an e-mail to the support center using your normal e-mail program will not be encrypted or secure and should be used only for general questions and requests.

The second issue involves your browser. For added security, it is important to log off and close your browser when you have completed your transactions in City National Bank Online Banking. In addition, some browsers contain the ability to retain information in memory. Check the preferences of your browser to heighten the security or turn its memory capabilities off. Check with your browser's customer support for more information.

What is Certified E-Mail and why should I use it?
Certified E-Mail is a way for the bank to help you ensure that your communications with us is safe and secure. With this system, you create a special e-mail account with City National Bank. It is the policy of City National Bank of Florida not to request information that is confidential in nature regarding its customers or their accounts via normal email. If you receive an unsolicited email that appears to be from City National Bank of Florida that requests confidential information, we recommend that you do not respond. In such instance(s) please contact your City National Bank of Florida representative to report any such requests. With Certified E-Mail you will receive and email that tells you there is an email waiting for you in your special account email box. Only you have the ID and password to that account and then you can retrieve it when you want to. Additionally, once your have read the email, you can respond to your bank representative via the same secure system.

How do I get Internet Access?
Check your local Yellow Pages under Internet On-line Service providers.

What is a cookie?
A cookie is a piece of data passed to your browser. City National Bank of Florida Online Banking uses "per session" cookies inside the secure banking environment to keep track of your session data. This means that as you go through the program from page to page, the information is stored on your computer while you are on that page, and as soon as you leave that page it is deleted. Clicking the sign-off button ensures that all this information is successfully deleted from your computer.

Newer browser versions have a feature that allows you to be notified when a cookie is being handed to your system. You can disable this option in the Network Preference/Protocols area.

To keep my banking information private, what recommendations do you have?

Keep your password confidential. Change it frequently to ensure that no one else can guess it, and do not let anyone else use it.
Never walk away from your computer without exiting the system first. When you are finished with your banking, click the sign-off button located at the top and bottom navigational toolbars and then close your browser. Once you have ended your session, no further transactions can be processed until you sign on to the system again.
Use the latest version of Netscape Navigator, Microsoft Internet Explorer, or AOL. All of these browsers are certified for use at our site.

Forgotten Password

Can my City National Bank change the questions at any time?
No, once the Financial Institution has presented their questions, the questions cannot be changed.

What happens when I reach my limit of 3 bad attempts for Forgotten Password?
When you reach the limit, you must call your Financial Institution to reinitialize your account. This will also clear your forgotten password validation information.

What if I decide to opt-out of the Forgotten Password feature?
You will not have stored any validation information, thus you may proceed logging into Internet Banking.

What if I cancel out during the Forgotten Password process?
You will be returned to the Internet Banking Sign-on screen.

What if I complete the Forgotten Password successfully?
You will have stored "answers" in the database, and you may proceed logging into Internet Banking.

Can City National Bank view the answers that I have provided?
No, we cannot view your answers as they are encrypted and indexed with the question chosen by you.

Are the answers to my questions case sensitive?
Yes, the answers are stored exactly as you submitted.

Will I be able to see my original questions and answers if I forget my password?
You will see the 3 questions you originally selected from a menu. You must however remember the answers to all three questions asked (with case sensitivity).

Will I be aware of the number of attempts to retrieve my forgotten password?
Yes, you will always be notified via E-mail whenever an attempt is made to retrieve your password.

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BROWSER QUESTIONS

What browser do I need to be able to use On-line Banking?

Microsoft Internet Explorer for Windows version 5.0, 5.5, or 6.0
Microsoft Internet Explorer for Macintosh version 5.0, 5.5, or 6.0
Netscape version 4.75 or 6.0
America On-line version 5.0, 6.0 or 7.0
America On-line for Macintosh version 4.0

Use these links to download the latest version of your browser:

To download the 128-bin version, choose the Internet Explorer High Encryption Pack.

To download the 128-bit version, be sure to select the link under "128 bit Strong Encryption".

While trying to go back to a previous page I received a message to enter my User Name and password. Why did this happen?
Sometimes using your browser's back button will cause you to be logged out of City National's Online Banking. For security reasons some pages are automatically expired so that you cannot return to them. By using the navigation toolbar found at the top of your City National Bank of Florida Online Banking page, you should not encounter this problem.

Why do I get a "Certificate Expired" error message when trying to access the site?
This will occur when you are using a browser older than the supported versions. To resolve the problem, upgrade your web browser to the newest version.

How can I tell if I have a secured connection to City National Bank Online Banking?
The visual indicators of a secured connection vary from browser to browser. The following is a listing of all the major browsers and their methods of indicating a secured connection. With all browsers, if https is in the address bar, the "s" means you have a secure connection.

Netscape Navigator - A small lock will appear in the bottom left corner of the browser to indicate a secured connection. If it is locked you have a secure connection, if it is unlocked, you do not have a secure connection.
Microsoft Internet Explorer - A small lock will appear in the bottom right corner of the browser to indicate a secured connection.

What do I do if I receive the following message: "Server is busy or is not responding"?
Check the location box and make sure that the address was typed properly. A complete web address is in the format http://www.citynational.com, or with secure web sites, don't forget the "s": https:www.site.com. Sometimes you will receive this message when the server is busy. Try a second time to connect and the connection will go through. Maybe the server you are looking for doesn't exist, because you've typed the name incorrectly or the server is down right now. If after three attempts you still do not connect, please call the City National Bank Customer Support Center at 1.866.CNB-EPAY (262-3729). Specialists are available Monday through Friday from 8:00 a.m. to 6:00 p.m. (EST) or E-mail us using our Contact Us form.

Help Sources
If you still have questions regarding your browser, we encourage you contact the company that created it. However, if you have any questions regarding City National Bank of Florida Online Banking or your accounts, contact City National Bank Customer Support Center at 1.866.CNB-EPAY (262-3729). Specialists are available Monday through Friday from 8:00 a.m. to 6:00 p.m. (EST) or E-mail us using our Contact Us form.

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ONLINE BANKING

Am I able to change my User Name?
Yes, our online banking system allows you to change both your User name and/or password. Once in Online banking select User Options to make these changes.

How long will my activity be available on City National Online Banking?
City National Bank of Florida Online Banking supports a 60-day history that begins upon registration.

What types of accounts can I see on City National Online Banking?
You are able to see all deposit accounts (checking, savings, money market and CDs) loan accounts and lines of credit.

When I try to sign on to Online Banking I receive an error message saying that I had an invalid login attempt. What happened?
It is possible that you have entered your username and/or password incorrectly. The password is case sensitive, so we recommend that you verify that your Caps Lock button is either on or off, depending on how you initially entered it, and that you have typed the password correctly. Also, when entering your user name, make sure you do not include the dashes. If you still are unable to access your account information, call City National Bank Customer Support Center at 1.866.CNB-EPAY (1-262-3729). Specialists are available Monday through Friday from 8:00 a.m. to 6:00 p.m. (Eastern Time) or E-mail us using our Contact Us form.

Why do I see a "0" in the balance column of my Account History Screen when I make a transfer or when today's transactions appear?
Balances are pending until all transactions are processed at the end of each business day. You will see updated balances the following business day. The real-time balance is reflected at the top of the screen under account balance.

How do I register for Bill Payment through City National Online Banking?
You may register for Bill Payment on-line by selecting the Bill Payment icon. First, you will be requested to read and accept City National Bank of Florida 's authorization disclosure. Failure to accept the disclosure terms prevents the registration process from proceeding. After the disclosure is agreed to, you complete an online registration form. After submission, the registration form is electronically forwarded to City National Bank of Florida for review.

If you try to enter Bill Payment during the application-processing period, you will be shown a page requesting that you wait for the acceptance notification. The entire process will take 3-5 business days.

When can I start using Bill Payment?
After enrolling for Bill Payment you will first receive an approval E-mail. Once your account has been enabled, you will receive an Activation E-mail indicating that you may log on to your City National Bank of Florida Online Banking session, and begin using Bill Payment.

How are my bills actually paid?
City National Bank of Florida Online Banking transmits all your bill pay requests to our bill payment service around 9:00 p.m. CST each day, Sunday through Friday. The business day after we transmit the payment request, the bill payment service determines if your payee will accept your payment electronically or if a check needs to be sent. Once this is determined, your payment is sent and the funds are deducted from your checking account. Typically the funds are deducted from your account two business days following transmission of payment.

Be certain to review your bills carefully for the correct address. Many companies direct you to an address other than what is listed on the envelope when using alternative delivery means.

Please remember that the transmit date is not the day your payee will receive your payment. It is the day the bill payment process begins. The payment must still be processed and sent electronically or by check through the mail. City National Bank of Florida Online Banking transmits bill payments Sunday through Friday so PLAN AHEAD and remember weekends and holidays. Allow 3-5 business days for companies to receive payments sent electronically, and 7-10 business days for payments sent by check. You will see the method of payment displayed on the Payee screen the next time you log on to the program after you enter your Payee information.

When I click on the View Payment screen I notice a red "R" and a red "S" in the Type column. What does this mean?
The "R" stands for a recurring payment.
The "S" stands for a single payment.

What is the daily cutoff for paying bills through City National Online Banking?
Requests for payments entered prior to 7:00 p.m. CST Sunday through Friday, will be processed on the same day. Requests for all payments entered after 7:00 p.m. CST or on a non-business day, will be processed on the next business day.

Is there a dollar limit per payment sent through On-line Banking?
Yes, the maximum dollar amount per payment is $9,999.99.

Can I make a payment to a government agency through On-line Banking?
No, you cannot make a payment to government agencies. The following are examples of government agencies included:

Municipalities
Student Loans
Court-ordered Payments
City, State, and Federal Taxes

City National Bank of Florida has limited ability to research any problems with a payment to a government agency due to the government's strict adherence to the Consumer Privacy Act. These payments might not be processed by the government on a timely basis without the attachment of government forms.

Can I make a payment to my Line of Credit Account through City National Online Banking?
Yes, you can make a payment to your Line of Credit through Online Banking in two ways. Keep in mind, if you make a payment within 10 days prior to your due date the funds will be applied to your scheduled payment amount. If you make a payment after your due date, the funds will be applied directly to your principal balance as long as your scheduled payment has been satisfied.

If you have signed the agreement to allow transfers from your Checking or Savings to your Line of Credit Account, you may transfer directly to your line using the transfer feature.
You may set up a payment to City National Bank of Florida using the address on your statement and Line of Credit Account number. Your payment will be made electronically to City National Bank of Florida. Keep in mind that these payments will be in addition to the automatic payment that comes from your checking account each month.

What if I need a copy of a check submitted by City National Online Banking?
Online Banking shows you both sides of a paid check! Click the check number on the Account History page.

Can I place a stop payment on a check through City National Online Banking?
Yes. You must first verify that the check was not paid. Select the stop payment button inside online banking fill in the blanks.

Can I re-order checks online?
Yes. Simply click "Online Services" on the top navigation bar on any page.

I cannot successfully send an email using the Contact Us link. Why is this?
It is likely that your browser is not configured to use this feature. Please use your normal e-mail software or service to send your message to our Contact Us form.

Please refer to the Help icon within the Bill Payment feature for additional detailed frequently asked Questions and Answers.

Online Statements

Is the Online Statement service free?
Yes, this product is free for all Online Banking users (Commercial and Consumer).

Will I still receive my paper statements when I register?
No. When you register for Online Statements you will no longer receive paper statements in the mail.

What if I want to receive my paper statements?
If you register for Online Statements, a copy of your paper statements will be available upon request by contacting City National Bank of Florida. However, if you want to stop receiving Online Statements and begin receiving your paper statements again, you can submit this request by clicking the "Contact Us" link.

Will my statement cycle date change?
If you are not currently on a statement cycle that releases your statements on the last business day of the month, a statement cycle change will apply to you. All Online statement users are required to be on a statement cycle that produces statements on the last business day of the month.

I registered for Online Statements but when I try to retrieve a statement, it tells me that none are available. Why?

Scenario A. After registering for Online Statements, it can take up to two weeks for the past 12 months of statements to become available. Your current month's statement will not be available until your next cycle date.
Scenario B. If you received a combined statement in the past, your first 12 months of statements prior to registering can be found under the primary account number.
Scenario C. If you are unable to retrieve your previous savings account statements, please remember that for the first 12 months prior to registration they are only available at each quarter-end.

When I click the PDF Icon to view my statements, they do not show properly and I cannot print them. What can I do to correct this?
To view and print your statements, we highly recommend that you download the latest version of Adobe Acrobat Reader, as there are printing limitations with certain versions. This software can be downloaded free of charge from our website.

When I retrieve my statement, it seems to take a long time to load. Why?
Please be patient during the loading process. It may take extra time for your statements to load depending upon the size of your statement, the method you use to connect to the Internet (such as dial-up modem) and your individual computer's memory.

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Password Plus1

What is Password Plus1?
It is simply another level of security to protect your Online Banking transactions and financial information.

Is it mandatory?
Yes. All banks are now required by the Federal Government to have their Online Banking customers add this new level of security.

How do I add Password Plus 1 to my computer?

Login to your account as you normally do. You will see a screen asking for a "passcode", this "passcode" is sent immediately to your e-mail address, enter the passcode and click "continue".
In order to register your computer you need to go to "User Options" - "PasswordPlus 1"- and add extra security to your computer

Important! If there is any possibility that the e-mail address we have for you is incorrect, you must contact City National Bank. The Support staff can assist you in confirming you e-mail address

What if I use another computer for Online Banking once in a while - for example, in my office, at the library or an Internet café?
You can either register that computer or use a Temporary Passcode. Unless you feel totally secure about the computer you are using, it may not be a good idea to register it (i.e., if others have access to the same machine).

If I get a new computer, do I have to register it?
Yes, if you get a new computer, the first time that you access your online accounts, you will need to register that computer.

What do I do if I forget my answers to the challenge questions?
Contact our Customer Service department to have your Password reset (we will give you a temporary Password).

What can I expect after I get my Password reset because I forgot my challenge questions?
Once we give you a temporary Password, you will be able to change it to a new, permanent Password. Then you will be asked to set up your challenge questions. Following that, you will be asked to register for Password Plus1 - and you will have access to your account.

How can I remove extra security protection on a computer?
Under "User Options" - "Password Plus1" select 'Remove extra security protection from this computer" , you will be able to remove the extra security from the workstation that you are currently logged into. . You may re-add extra security protection to this or any computer at any time.

Can I still login to my account from anywhere?
Yes, This feature does not prevent you from logging in from any computer. If we do not recognize the computer that you are using, you will be asked to answer the challenge questions.

What will happen if I fail to answer the challenge questions correctly?
After 5 incorrect attempts you will be locked out. You will then need to reach our Electronic Banking Support at (305) 349-5490 to have your password reset.

What if I don't remember my answers to the challenge questions?
You will need to reach our Electronic Banking Support at (305) 349-5490 to have your password reset.

After my password is reset what will I have to do?

Login with the temporary password provided.
Create a new password
Set up new challenge questions
Enroll in MFA again

Will I ever receive a passcode?
No, a passcode will not be sent at all. If you need assistance please contact our Electronic Banking Support @ (305)349-5490

Questions or concerns: Contact Electronic Banking at (305 349-5490).