Banking Guides and FAQ

What is two-factor authentication?

Two-factor authentication (2FA) is an added security feature that helps safeguard your account information.

How to implement 2FA:

1. Enter an email address and a phone number (mobile or landline).
2. Once this information is entered, you’ll choose one of three options to receive a one-time verification code:
   1. Text message to the mobile phone entered,
   2. Automated phone call to phone number entered or
   3. Authy Authenticator App (download the app here).
3. After entering the verification code, you have the option to select “Don’t ask for code again on this computer.” This allows you to avoid having to enter a verification code during each login. This option should never be selected on a shared or public computer.

How does the phone call verification process work?

If you select to receive a phone call (cell phone or landline), you will enter a single specific digit, as directed, before the verification code is provided. If you do not answer the phone call, please note that a second call will not be made automatically and the system will not leave codes on voicemail. Therefore, if you do not answer the authentication phone call, you will need to select the option to have the code re-sent. (Note: The “from” phone number may be listed as coming from anywhere in the US.)

What should I do if I did not receive a verification code to continue with the two-factor authentication enrollment?

Please be sure the phone number you entered is correct. If it needs to be changed, contact our CNB Client Support at 865-429-7521.

How much time do I have to enter the verification code?

Codes received by text or phone are valid for three to six minutes and will expire after that time. On the Authy App, the code changes every 20 seconds.

Can I lock myself out by entering an incorrect verification code?

Yes, you can get locked out if too many attempts are made with an incorrect verification code (more than six times in a single hour). There is no manual reset for this; you will need to wait an hour to try again following your first attempt.

If you make more than 20 unsuccessful attempts in a 24-hour period, your login will be “Suspended,” and you will not be able to attempt again for 24 hours. If you have questions or need additional assistance, please contact the CNB Client Support.

If I selected “Remember this computer,” why am I being asked for a verification code each time I log in?

There are several reasons you may be prompted for a verification code:

• If you log in on different browsers.
• If you deleted your browser history.
• If you have your browser settings set to delete your cookies and history automatically.

Can I receive the two-factor authentication verification code via email?

No, this option is not available. The code can be received using one of the following options:

• Text message
• Phone call
• Authy App (A third-party app that generates a one-time passcode. To register you will need an email address and phone number.)

How can I reset my two-factor authentication?

You can reset your own two-factor authentication in both the app and online by going to your Profile page, then select “Security” within the “Settings” area.

After successfully signing in, the first screen you see is your “Dashboard.” A list of your accounts is presented at the top. To view all accounts on one screen, select “View All.” Beneath your account listing, Quick Actions are presented (Transfer, Pay, Deposit, Message). Under the Quick Action icons you will find Transactions, Payments, Transfers, Card Management, etc.

Can I reorganize my dashboard?

Yes, at the bottom of the dashboard, click “Organize Dashboard” to drag and drop, delete or add information.

How can I find account-specific information?

The dashboard activity displays transactions from all accounts. To search for account-specific information, simply click on the account tile to view transactions for that specific account.

e-Statements are the same thing as paper statements except it is available online. When the statement is ready, an email is sent notifying you that your e-Statement is available.

• Free, secure and convenient
• Save time, protect against mail fraud and preserve the environment
• Receive email notification when your statement is processed
• Print or save to your PC
• Request additional email recipients
• Self-enrollment

How to self-enroll for e-Statements:

Simply login to your Online or Mobile Banking, select an account, then select “Documents.”

With our free unlimited bill pay service, you can virtually pay any bill from your computer or mobile device.

• Pay bills one-time or recurring bills with ease.
• Schedule future and recurring payments.
• Transfer funds from your deposit account at CNB to accounts at other financial institutions.
• Send monetary gifts or donations with a personalized message with Gift Pay.
• Use Voice Bill Pay to pay your bills with your Alexa-enabled device.

How do I transfer money between my accounts?

Select the Transfer icon. Then choose the account you want to transfer From and To. Eligible internal and external accounts will be listed.

What are the cutoff times for transfers?

The cutoff time for transferring funds between Citizens National Bank accounts is 7 p.m. (CST) for each business day. External, or Bank-to-Bank, transfer cutoff time is 2 p.m. (CST) each business day.

Can I add a memo line to a transfer?

A memo line can be added to an immediate transfer. It cannot be added to recurring or future-dated transfers.

Why am I unable to add a memo to recurring or future-dated transfers?

Memos are not an option for recurring or future-dated transfers; however, you can add a “tag” to transactions that will appear after the transfer posts to your account.

Can I make a person-to-person transfer?

Yes. The recipient’s phone number and e-mail address are required.

1. On your desktop, select “Pay a person” from the Payments box, or select the “+” at the top of the “Payments” box from your mobile app.
2. Choose “Add a person.”
3. You must then select a Keyword that you will share with that person.
4. After submitting the information, confirm your password to continue the process.
5. After sharing the keyword with your payee, they must then activate their account so you can send payments. You will receive an e-mail notification when the payee has activated their account.

Will I be able to delete transfers once they have been submitted?

No, internal and external transfers cannot be deleted once submitted. If a transfer was submitted mistakenly, a new transfer will need to be set up to move the funds back.

How do I make a loan payment?

1. Select the “Transfer” icon.
2. Choose the checking or savings account you want to make your payment from.
3. Select your loan account to transfer to.
4. To schedule a recurring payment, select “More Options” to schedule frequency and date.

Can I set up automated loan payments?

To schedule a recurring payment or a future-dated payment, select “More Options” to schedule frequency and date.

How do I set up an account alert?

Select the account you would like to add an alert to and then select “Alert preferences.” You may set up balance or transaction alerts based on low or high thresholds. You may choose to receive alerts by email, text or within the app.

Why are transactions labeled as pending?

Transactions appear as pending until they are completely processed.

Can I view my statements?

Yes. To view your statements, choose the account you’d like to review and select “Documents.” If you are currently not signed up to receive statements, you have the option to enroll at the top of the screen.

What controls are available for managing my debit and credit cards?

Under Card Management on your Dashboard, you will have more access and control for your CNB debit and credit card:

• Report a card lost or stolen
• Turn your card on or off to prevent fraud and unauthorized access
• Add and remove travel notices
• Set transaction limits
• View transaction details, including decline reasons
• Tag transactions and add memos
• Exclude certain merchants
• Receive alert messages via email, text or within the mobile app.

Where is the new Debit Card control features found in Online & Mobile Banking?

Enable/Disable a card, Report your card lost or stolen, and Alerts and Protection tabs can be found on the main dashboard in the ‘Card Management’ card, or by selecting the ‘Card Management’ tab when navigating into an account that has a debit card tied to the account.

Note: Users may have to select ‘Organize Dashboard’ and add the ‘Card Management’ card to your Online Banking dashboard.

Why can’t I see the card control feature in the Mobile Banking app?

You must download the latest version of the Mobile Banking app to have these new features.

How do I turn on alert notifications on my debit or ATM card?

1. Click on the card located in the ‘Card Management’ section.
2. Select the appropriate card.
3. Then select Alerts and Protection. You can select to be notified for all transactions, by specific merchant types, transactions types, and transaction & monthly spending limits.

How do I search for a specific debit card transactions in my account transaction history?

1. In your transactions, click the search icon located at the top right of the screen.
2. In the search field, enter the last four digits of your card number.
3. Tap the search button (Mobile Banking) or the enter key (Online Banking).

Setting up travel notifications lets us know that you’re planning to use your debit card while traveling. It will help avoid interpreting any unusual activity as potential fraud.

How do I set up a travel notice for domestic and international travel?

1. Login to the Mobile App or Online Banking.
2. Tap “Settings.”
3. Select “Travel Notice.”
4. Add your destination and travel dates.
5. Select the card you will be using.

Tap “Save.”

You no longer have to interrupt your busy schedule to go to the bank. With CNB’s Mobile Banking*, we make it easy for you to manage your accounts directly from your mobile device.

Use the links below to download the CNB Mobile App and login with your Online Banking credentials.

Apple® App Store          Google Play Store™

*Mobile Banking requires that you download the CNB Mobile App and is only available for select mobile devices. Message and data rates may apply depending on your wireless carrier.

Securely upload checks right from your mobile device, so your hard-earned money goes to work for you even faster.

• Deposit from anywhere using the CNB mobile app on your smartphone or device.
• Deposit with confidence in Mobile Banking’s secure banking environment.
• Deposit for free when you download the CNB mobile app to your smart device and link your CNB accounts.

How does it work?
From CNB’s mobile banking app:
• Select “Deposit Check”
• Enter the check amount and select the account to deposit
• Photograph both sides of the endorsed check with your smartphone or tablet camera and follow the on-screen instructions
• Review your deposit information and submit your deposit

Who’s eligible to use mobile deposit?
To be eligible to use mobile deposit, you must have a checking or savings account and be enrolled in internet banking. Approval is required.

Can a business sign up to use mobile deposit?
Yes, small businesses with low check volume can enroll in mobile deposit.

How do I know if I am approved for mobile deposit?
Look in the message box within the mobile app for approval or decline. If declined, you can call CNB’s Client Support Department at (865) 429-7521, or ask a CNB representative at any branch location for the reasoning.

Can I deposit any type of check?
Official checks, money orders, traveler’s cheques, foreign checks, checks payable to a third party, stale-dated checks, loan checks, or any check that has been altered cannot be deposited.

How do I endorse the checks for mobile deposit?
Simply write on the back “For Mobile Deposit CNBTN Only”. Any items not properly endorsed will not be accepted via mobile deposit.

Is there a daily deposit amount limit?
Yes, a daily dollar limit depending on approval can range from $2,000 to $10,000.

What is the cutoff time for same-day credit?
The cut off time for same-day credit is 6PM EST. Deposits submitted after 6 PM EST will be presented for processing the following business day. Business days are Monday through Friday, excluding holidays.

Are my funds available immediately?
No. Funds availability is generally made during one of our 3 processing times -once in the morning, once in the afternoon, and once in the evening. If we are not going to make all of the funds from your deposit available, we will notify you. Please refer to your funds availability disclosure for details.

What should I do with the check after submitting it via mobile deposit?
For your protection and verification purposes, you should securely store it for 30 days. After this time you can mark the check “VOID” and destroy it.

Can I deposit more than one check at a time?
You can deposit multiple checks in the same mobile banking session, however, you may only photograph and submit one check at a time. Deposit limits and other restrictions may apply.

Is there a fee to use mobile deposit?
CNB does not charge a fee to use mobile deposit through our CNB app. However, Mobile deposit requires that you download the CNB Mobile app. Message and data rates may apply depending on your wireless carrier.

What if I have a question that’s not answered here?
Contact CNB’s Client Support Department at (865) 429-7521 or visit your local branch. You may also send a secure message through your Digital Banking account under the Messages tab.

Mobile Wallet – Apple Pay and Samsung Pay

Mobile Wallets are digital versions of your bank cards that are securely stored in a digital app on your mobile device. Make secure purchases in stores, in apps and online quickly and easily without using your physical card. Simply add your CNB bank card to Apple Pay or Samsung Pay and set it as your default card.

Apple Pay

It’s easy to add your CNB bank cards to Apple Pay to conveniently make purchases using your iPhone and Apple Watch. To get started, tap “Wallet” on your supported mobile device to open the app.

Samsung Pay

Once the Samsung Pay app is installed on your mobile device, simply open the app to add your CNB bank cards.

For assistance, contact our Client Support at (865) 429-7521.

Does Citizens National Bank offer connections with Intuit financial software, Quicken and QuickBooks?

Yes, if enrolled for Online Banking, you can download your transactions directly from within Online Banking and import them into Quicken / QuickBooks to update transactions and balances.

What is the difference between Intuit’s Web Connect and Direct Connect?

Web Connect allows you to download your transactions directly from within Online Banking and import them into Quicken / QuickBooks. Direct Connect allows “Intuit” to directly connect and access your CNB accounts on your behalf. Questions about Intuit products and features should be directed to Intuit support: 1-800-446-8848.

Will my third-party aggregators, such as Mint, Acorn, etc., still be able to access my online banking accounts?

If this connection is not working properly, please inform your provider that you are having issues so they can work to correct it on their end.

What browsers are supported?

We recommend downloading the current version of Google® Chrome, Microsoft® Edge, Firefox or Safari. ^*

Microsoft Internet Explorer is not a supported browser and you may be denied access to the platform.

To download the latest browsers, click the links below:

Google Chrome

Firefox

Microsoft Edge

*Safari is not available for Windows access.

Have a question? Send a secure message directly to us using the “conversations” function within your Mobile and Online Banking. You can also attach files by selecting the attachment option.

Conversations Quick Access Guide

How to start a conversation

To start a conversation, find “Start a conversation” under “Support” or “Messages”, or simply click on the “Message” icon on your dashboard.

Attaching transactions to a conversation

The instructions below explain how to complete the task while within the conversation. However, you can also begin a conversation about a transaction or add a transaction to an existing conversation by clicking on the transaction and selecting “Ask us about this transaction.”

1. While in a conversation, select the circled dollar sign symbol.
2. Use the “Search transactions” field to find the relevant transaction.
3. Select a transaction to add it to the conversation as an attachment.
4. Select “Send.”

Attaching payments to a conversation

The instructions below explain how to complete the task while within an existing, open conversation. However, you can also begin a conversation about a payment or add a payment to an existing conversation by navigating to “Payments,” selecting a payment, then selecting “Ask us about this payment.”

1. While in a conversation, select Payments.
2. Use the “Search payments” field to find the relevant payment.
3. Select a payment to add it as an attachment to the conversation.
4. Select “Send.”

Attaching accounts to conversations

The instructions below explain how to complete the task while within an existing, open conversation. However, you can also begin a conversation about an account or add an account to an existing conversation by navigating to “Accounts,” selecting the account, then selecting “Ask us about this account.”

1. While in a conversation, select “Accounts.”
2. Use the Search accounts field and the filters to find the relevant accounts.
3. Select the check boxes to choose one or more accounts to send as an attachment.
4. Select “Send.”