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For any questions or concerns regarding Online Banking and Bill Pay call us at 305-349-5490 or 1-866-CNB-EPAY (262-3729) available 24/7.

 

Frequently Asked Questions

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Online Banking Security

What will I experience when I log in to my online banking account the first time?
How do I update my username and password?
What information is contained in the automated voice call or SMS text message?
If I am travelling internationally, can I receive a one-time access code via SMS text or automated voice call if I access my online banking account from an unrecognized computer (or mobile device)?
How will using my phone make my account safer?
Will I always need to use my login credentials (username and password) and my phone from now on?
How about if I log in from another computer (or mobile device)?
I don’t have a text-capable phone. Can the verification code be emailed?
I am on the screen with “Text Me” and “Call Me” buttons. Why am I being asked to verify my contact information? And which one should I choose?
Will I have to perform these login steps (username and password, and my phone) with all my accounts?
I’m trying to get into Online Banking using Internet Explorer, but I’m seeing a message that my browser needs updating. Why?
What about Chrome or Firefox – do they work?
I’m being prompted to enable JavaScript and/or I’m being prompted to enable cookies. Are those safe?
What if I still have questions about security and logging into my online banking account?

 

Security

How does City National Bank of Florida Online banking security work?
Are there any other security issues I should be aware of?
What is Certified E-Mail and why should I use it?
How do I get Internet Access?
What is a cookie?
To keep my banking information private, what recommendations do you have?

 

Browser Questions

What browser do I need to be able to use Online Banking?
While trying to go back to a previous page I received a message to enter my Username and password. Why did this happen?
Why do I get a "Certificate Expired" error message when trying to access the site?
How can I tell if I have a secured connection to City National Bank of Florida Online Banking?
What do I do if I receive the following message: "Server is busy or is not responding"?
Help Sources

 

Online Banking

Am I able to change my Username?
How long will my activity be available on City National Bank of Florida Online Banking?
What types of accounts can I see City National Bank of Florida Online Banking?
When I try to sign on to City National Bank of Florida Online Banking I receive an error message saying that I had an invalid login attempt. What happened?
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?
How do I register for Bill Payment through City National Bank of Florida Online Banking?
When can I start using Bill Payment?
Will Bill Pay reports be available?
How are my bills actually paid?
What is the daily cutoff for paying bills through City National Bank of Florida Online Banking?
Is there a dollar limit per payment sent through City National Bank of Florida Online Banking?
Can I make a payment to a government agency through City National Bank of Florida Online Banking?
Can I make a payment to my Line of Credit Account through City National Bank of Florida Online Banking?
What if I need a copy of a check submitted by City National Bank of Florida Online Banking?
Can I place a stop payment on a check through City National Bank of Florida Online Banking?
Can I re-order checks online?
I cannot successfully send an email using the E-mail link. Why is this?

 

Online Statements

Is the Online Statement service free?
Will I still receive my paper statements when I register?
What if I want to receive my paper statements?
Will my statement cycle date change?
I registered for Online Statements but when I try to retrieve a statement, it tells me that none are available. Why?
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?

 


 

Online Banking Security

 
You will automatically be guided through an easy three-step process:
Step 1:  Sign in with your secure username and password. 
Step 2: You will be prompted to enter up to two phone numbers. These numbers will be used to send you a one-time passcode via voice or text message (you choose the method). Note: You can also choose to receive your one-time passcode through email.
Step 3:  You will be prompted to enter the one-time passcode you received. A confirmation message will appear, along with the option of allowing the system to remember your computer (so that you can skip this step in the future).
 
To update your username and password, go to the “My Settings” page and click on the link for “Update username” and “Update Password,” respectively. Then, create a new username and password that meet the following requirements:
 
Username criteria:
  • Must be between six and 20 characters long
  • Must contain one letter
  • Can contain numbers and/or the following special characters: @$*_-=!~
  • Must NOT contain any spaces (including before, in the middle of, or after the username)
  • [Username are not case-sensitive]
 
Password criteria:
  • Must be between six and 32 characters
  • Must contain a combination of:
  •  Letters and numbers
  • or Letters and any special characters
  • or Numbers and any special characters
  • Must NOT contain any spaces (including before, in the middle of, or after the password)
  • Cannot be a substring of the username


 Other items to note about passwords:

  • Passwords are case-sensitive
  • Passwords do not expire
 
Information within an automated voice call:
“Hello, this is City National Bank. Please press pound to receive your 6-digit access code.”
**Press pound (#):**
[1.5 second pause and your unique one-time access code will be provided].
** Press pound (#) to repeat. **
Information within a SMS text message:
City National Bank Access Code. Your access code is xxxxxx. Reply HELP for help.
 
You may receive the one-time access code via SMS text or automated voice call either through your international phone or a U.S.-based mobile phone as long as your U.S.-based wireless carrier and current wireless plan are supported within the country you are visiting.
 
We have implemented “multifactor authentication,” which makes it more difficult for phishers and attackers to access your accounts without you knowing it. While this might seem unfamiliar, you actually use it every time you visit an ATM. When you access your account from any ATM, you need both your ATM card (sometimes that you have) and PIN (something that you know). We are implementing this same type of protection by using login credentials (username and password) and your phone to access your account. By doing this, even if a phisher or an attacker manages to steal your password and tries to use it to log in, they would be unsuccessful because they would need your phone as well.
 
The first time you attempt to log in from a new computer (or mobile device) you will need to use your log in credentials (username and password) and the access code that will be sent to your registered phone in order to log in. If you are accessing from a private computer (or mobile device) that you personally use, you can opt for the system to remember your computer (or mobile device) for future logins by clicking on “Register.” By doing this, you will no longer need to retrieve an passcode via phone; you will only need your username and password for future access to your online banking account. For the best security protection, we suggest that you always use your login credentials (username and password) and your phone. If you do opt to have your computer (or mobile device) remembered, we recommend that you do so only on devices that you personally own and that have the latest updates and virus protection software installed on them.
The same process will apply each time you log into a computer (or mobile device). The first time you attempt to log in from a new computer (or mobile device) you will need to use your login credentials (username and password) and the passcode that will be sent to your registered phone in order to log in. If you are accessing from a private computer (or mobile device) that you personally use, you can opt for the system to remember your computer (or mobile device) for future logins by clicking on “Register.” By doing this, you will no longer need to retrieve an access code via phone; you will only need your username and password for future access to your online banking account. For the best security protection, we suggest that you always use your login credentials (username and password) and your phone. If you do opt to have your computer (or mobile device) remembered we recommend that you do so only on devices that you personally own and that have the latest updates and virus protection software installed on them.
 
Yes, you can also choose to receive your one-time access code through email.
 
Our system needs to make sure at least one phone number (or email address) you entered is correct. You can select “Call Me,” “Text Me,” or “Email Me” – whichever you have access to and is most convenient at the moment is the one you should select.
 
If you have one Online Banking login for all your accounts, then no, you will only be required to perform your login credentials once. But if you have separate Online Banking logins for each account then yes, you will need to go through the login credentials process for each account.

Yes, you can also choose to receive your one-time passcode through email.
 
For security reasons, Online Banking does not support Internet Explorer browsers below 11. You will need to follow the instructions on screen to update your browser.
 
Yes, you can choose to use one of those browsers instead of upgrading Internet Explorer.
 
Yes, those are perfectly safe, and necessary for Online Banking to function properly.
 
Please contact Online Banking and Bill Payment support at 305-349-5490 or 1-866-CNB-EPAY (262-3729), available 24/7.
 

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 one 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 and Bill Payment support at 305-349-5490 or 1-866-CNB-EPAY (262-3729) available 24/7 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 username and password to that account and then you can retrieve it when you want to. Additionally, once you 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 Online 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 added 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.

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BROWSER QUESTIONS
 

What browser do I need to be able to use Online Banking?
 Supported browsers are:
 

  • Microsoft Internet Explorer for Windows version 11 and Edge
  • Firefox
  • Safari version 8.0
  • Google Chrome
     

While trying to go back to a previous page I received a message to enter my User ID 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.

  • 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 Online Banking and Bill Payment support at 305-349-5490 or 1-866-CNB-EPAY (262-3729) available 24/7 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 Online Banking and Bill Payment support at 305-349-5490 or 1-866-CNB-EPAY (262-3729) available 24/7 or e-mail us using our Contact Us form.

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    ONLINE BANKING


    Am I able to change my Username?
    Yes, our online banking system allows you to change both your Username and/or password. Once in Online banking select My Settings 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 24 month 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 username, make sure you do not include the dashes. If you still are unable to access your account information, call Online Banking and Bill Payment support at 305-349-5490 or 1-866-CNB-EPAY (262-3729) available 24/7 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 online 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.

    You will be notified via email upon completion within 1-2 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.  
 
Yes, you have the ability to Filter and download the report.
 

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 2-3 business days for companies to receive payments sent electronically, and 5-7 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.  

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 Online Banking?
Yes, the maximum dollar amount per payment is $9,999.99.  

Can I make a payment to a government agency through Online 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.

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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 24 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 24 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 24 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.  
 

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