What is two-factor authentication?

Two-factor authentication is an added security feature that helps safeguard your account information. To implement 2FA, you will need to enter an email address and a phone number (mobile or landline). 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). 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 Call Center 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 from 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 Call Center.

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 “Transaction” for the account you want to review.

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 enrolled to receive statements, you have the option to self-enroll at the top of the screen.

Will my bill payees and scheduled payments continue after January 6, 2021?

Yes, all scheduled payments and bill payees will continue to be available.

Will my scheduled or recurring transfers continue after January 6, 2021?

All scheduled and recurring transfers between your CNB accounts will convert to the new Online Banking platform on January 6, 2021. Any new future and recurring transfers will need to be set up in the new Online Banking platform after January 6, 2021.

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. Transfers completed after 7:00 pm will be processed on the next business day.

What are the cutoff times for transfers?

The cutoff time for transferring funds between your CNB accounts is 7:00 p.m. for each business day. External, or Bank-to-Bank, transfer cutoff time is 2:00 p.m. 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. 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 and then choose “Add a Person.” You must then select a Keyword that you will share with that person. After submitting the information, confirm your password to continue the process. 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, transfers cannot be deleted once submitted.

How do I make a loan payment?

Select the Transfer icon and choose the checking or savings account you want to make your payment from. Then, select your loan account to transfer to. To schedule a recurring payment, select “More Options” to schedule frequency and date. Transfers completed after 7:00 p.m. will be processed on the next business day.

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.

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
• Reorder and activate a new card
• 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 Banking app

How do I report a lost or stolen card?

To report a lost or stolen card, login to your Online Banking account and click on the applicable card in the “Card Management” area of your Dashboard. Select ‘Report lost/stolen’ and indicate the appropriate option.

Can I lock my debit or credit card from being used for a period of time?

Yes. Within “Card Management”, simply select the card you want to lock and toggle the switch. Transactions will be denied, but recurring payments may continue. Any credits or deposits to the card will also be allowed.

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.

The download will only be available in the new Online Banking platform after January 6, 2021. (It will no longer be available for download in the previous version of internet banking.)

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. CNB does not support the Direct Connect method. 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.

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 shows 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 shows 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 shows 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