We have upgraded our internet banking with a new online banking platform providing a simple, seamless experience, no matter what device you are using.
Existing internet banking users will have access to the old system through March 2021. On April 1, 2021, the old system will not be accessible and all users will be on the new online banking platform.
So, What’s Coming?
Your username and password for online banking will stay the same. The first time you login to the new online banking platform, you will be prompted to setup two-factor authentication (2FA). 2FA adds an additional layer of security by requiring the user to enter a one-time verification code.
You will be taken to your new Dashboard to begin your new online banking experience.
Click on the links below for more detailed information..
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.
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.)
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.
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.
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.
There are several reasons you may be prompted for a verification code:
No, this option is not available. The code can be received using one of the following options:
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.
Yes, at the bottom of the dashboard, click “Organize Dashboard” to drag and drop, delete or add 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.
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.
Transactions appear as pending until they are completely processed.
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.
Yes, all scheduled payments and bill payees will continue to be available.
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.
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.
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.
A memo line can be added to an immediate transfer. It cannot be added 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.
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.
No, transfers cannot be deleted once submitted.
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.
To schedule a recurring payment or a future-dated payment, select “More Options” to schedule frequency and date.
Under Card Management on your Dashboard, you will have more access and control for your CNB debit and credit 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.
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.
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.)
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.
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:
*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.
To start a conversation, find “Start a conversation” under “Support” or “Messages”, or simply click on the “Message” icon on your dashboard.
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”.
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”.
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”.
Make the most out of your Digital Banking experience with our newest enhancements and valuable services. Learn more.
Questions? We’re here to help.
Our Online and Mobile Banking platform offers secure messaging right from within your account profile. This digital support channel allows us to assist you with transactions and problems directly. Just “Start a conversation” to message securely with our support team and get the answers you need.
Within Online Banking or within the Mobile Banking app: To start a conversation, find “Start a conversation” under “Support” or “Messages”, or simply click on the “Message” icon on your dashboard.