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(800) 773-7100

Our Mission

City National's mission is to provide the ultimate banking experience for successful entrepreneurs and professionals through an uncommon dedication to extraordinary service, proactive advice and total financial solutions.

Online Banking FAQ

Getting Started

  1. What is Online Banking?
  2. Is there a fee for using Online Banking?
  3. What can I do with Online Banking?
  4. Which of my personal accounts can I view?
  5. What do I need to enroll for Online Banking?
  6. What are the minimum requirements for my computer hardware and software?
  7. What user services can I perform online?
  8. Can I use Online Banking outside of the United States?

Sign-on Security

  1. How does Online Banking Sign-on Security work?
  2. Why do I need to successfully validate the one-time security code?
  3. Why do I need to successfully answer a series of security questions?
  4. If I successfully verify the one-time security code or correctly answer the security questions, will I ever be asked to do so again?
  5. I use an account aggregation service that lets me see the information from all my online accounts on one web site. After I set up Enhanced Sign-on Security, will my account information with you still appear on this web site??

Accessing Account Information

  1. What type of balance and activity detail can I view?
  2. Can I use Quicken® or Microsoft Money® with Online Banking?
  3. Can I access my City National Bank business accounts through Online Banking?

Online Statements

  1. Can I get my account statements online?
  2. Are online statements available for all types of accounts?
  3. How much statement history is available?
  4. What are the online statement delivery methods offer through the service?
  5. How do I know when my statements are available?
  6. Can I deactivate the statement e-mail notification?
  7. How do I activate the Online Statement service?
  8. How do I change my statement delivery options?
  9. If I switch from Online to Paper will I lose access to my online statement history?
  10. Is there a charge for the Online Statement service?
  11. Where can I get the latest version of Adobe® Reader®?
  12. Can I view my Online Statements on a Mac OS computer?

Account-to-Account Transfers

  1. Can I complete transfers between all types of accounts?
  2. Is there a dollar limit for transfers?
  3. What is the cut-off time to schedule a transfer?
  4. How do I request that my accounts be set up for Account-to-Account Transfers service?

Bill Pay

  1. What is Bill Pay?
  2. How to I obtain access to the Bill Pay service?
  3. Is there a cost for using Bill Pay?
  4. To whom can I send payments with the Bill Pay service?
  5. How are my bills paid?
  6. What is the cut-off time to submit a bill payment?
  7. How long does it take for the payments to reach my payees?
  8. Is there a dollar limit for bill payment transactions?
  9. How do I cancel my Bill Pay service?

Online Bill Pay and E-Bills

  1. What are e-bills?
  2. What is a payee?
  3. How do I setup an existing payee for e-bills?
  4. Will I automatically receive an e-mail notification when an e-bill arrives?
  5. How do I pay an e-bill?
  6. Who should I contact if I have questions about my e-bills?
  7. If I sign up for e-bills, will I continue to receive my bills in the mail?
  8. How do I view my e-bills?
  9. How can I view my e-bills history?

Online Banking Expedited Payments

  1. What does Expedited Payments allow CNB clients to do?
  2. What types of Expedited Payments are available?
  3. Is it safe?
  4. Is there a fee associated with an Expedited Payment?
  5. What account is the convenience fee deducted from?
  6. Can users edit or cancel an Expedited Payment after it has been submitted?
  7. Why is the Payee's address required for Overnight Check Payments, but it is not always required for regular (electronic) expedited payments?
  8. Are there any payments I cannot issue?
  9. How can CNB clients get started using online Expedited Payments?

Credit Card Payment

  1. What is the Credit Card Payment feature?
  2. How do I request access to my credit card accounts?
  3. How is the Credit Card Payment feature used?
  4. Is there a cost for making Credit Card Payments?
  5. How is my credit card payment made?
  6. How long will it take to process my credit card payment?
  7. What is the cut-off time to submit a credit card payment?
  8. What are my credit card payment options?
  9. How will my credit card payments get processed if I use City National's Credit Card Auto-Pay service, and Online Credit Card Payments service?

Check Image

  1. How do I view images of posted checks?
  2. What can I do with the check image?
  3. How far back can I view my check images online?
  4. I received a message that says "Image not found. Contact Customer Support." What does this mean?
  5. What is an electronic check?
  6. What if it takes too long for the image to display?

Check Reorder

  1. How do I order checks?

Stop Payment Requests

  1. How do I place a stop payment request through Online Banking?
  2. How long does it take for my request to be processed?
  3. Will I be charged for placing a stop payment request?
  4. For how long will my stop payment be active?
  5. What happens after my stop payment request expires?
  6. Can I request an extension of my stop payment request?
  7. Can I view my Stop Check Requests?
  8. When placing my stop payment request, I made a mistake; what should I do?
  9. I need to cancel my stop payment request; what should I do?
  10. Can I stop a bill payment with this feature?

Support

  1. Who can I contact for customer service issues?
  2. Who can I contact for technical support?
  3. Who can I contact for Bill Payment support?
  4. What if I forget my Online Banking password or User ID?
  5. How do I request access to new accounts or services?

Getting Started

What is Online Banking?
Online Banking is the Internet-based free access service that allows you to view and manage your accounts activity, transfer funds between accounts, pay bills, enroll in electronic statements or mobile banking,  and more.

Is there a fee for using Online Banking?
The Online Banking with Bill Pay service is free for personal account clients, however, all other account fees apply. For clients accessing business accounts, please refer to our Fee Schedule for Online Banking .

What can I do with Online Banking?
With Online Banking, you can:

  • View your account balances.
  • View your account transaction activity - up to 18 months of history.
  • View an online version of your paper deposit statements - up to 18 months
  • View images of your cleared checks.
  • Initiate one-time and repeating funds transfers between your City National checking, savings and money market, loan and lines of credit accounts.
  • Send secure messages to City National Online Banking support.
  • Set up Alerts for balance, specific check cleared, and other important information.
  • Pay bills:
    • Set up one-time or recurring bill payments.
    • Pay multiple payees on one screen.
    • Create Bill Pay reports.
    • Make Expedited Payments
  • Credit Card Payments
    • View credit card account balances and activity.
    • Set up one-time or recurring credit card payments.
    • Select from 'Next Statement Due Date' automatic payment date option from the drop-down menu.
    • Enroll in Mobile Banking:
      • Manage your mobile banking preferences.
      • Set up mobile Alerts

Which of my personal accounts can I view?
With Online Banking you can view the following account types:

  • Checking
  • Savings
  • Money Market
  • Certificates of Deposit
  • Loans
  • Credit Cards

What do I need to enroll for Online Banking?
To enroll for Online Banking you must have a City National Bank checking account. You may enroll using your check card or just your checking account information. If you enroll using your check card, you can obtain instant access. If you enroll using just your checking account information, it will take 3-5 days to process and you will be notified by mail.

What are the minimum requirements for my computer hardware and software?

The following computer hardware and software is required for use of the Online Banking service:

  • A personal computer with Internet connection
  • Adobe® Reader® version 6.0 or higher (to view Online Statements)
  • An Operating system and a Web browser, that meets the following requirements:
Operating System
Microsoft Internet Explorer
Apple Safari®
Mozilla Firefix
Google Chrome
Windows XP SP3 8.0 4.0, 5.0 24.0, 25.0 29.0, 30.0
Windows Vista® 8.0, 9.0 4.0, 5.0 24.0, 25.0 29.0, 30.0
Windows 7 10.0, 11.0 N/A 24.0, 25.0 29.0, 30.0
Windows 8 10.0 N/A 24.0, 25.0 29.0, 30.0
Windows 8.1 11.0 N/A 25.0 29.0, 30.0
Mac OS X 10.7 (Lion) N/A 4.0, 5.0 24.0, 25.0 N/A
Mac OS X 10.8 (Mountain Lion) N/A 6.01 24.0, 25.0 N/A
iPad® N/A 7.0.4 N/A N/A

Note: Cookies and JavaScript must be enabled

What user account services can I perform online?
By clicking on customer service, you can:

  • Change your password
  • Change your User ID
  • Set up and view Alerts
  • Change your e-mail address
  • Change your telephone number(s)
  • Stop payment on a check
  • Contact a Client Service Specialist

Can I use Online Banking outside of the United States?
In most cases you can access Online Banking from outside the United States as long as you use a computer with Internet access. Please refer to the Online Banking minimum requirements for a list of supported browsers and operating systems.

Sign-on Security

How does Online Banking Sign-on Security work?
City National Bank’s secure sign-on helps protect you from fraudulent online activity. The sign-on process requires you to enter a User ID and Password. In some cases, you may also be required to further verify your identity by validating a one-time security code sent to a telephone number we have on record for you or correctly answering a series of dynamically generated security questions.  This information allows City National Bank to verify that it is in fact you, and not a fraudster, that is accessing your accounts, and t0 block any unauthorized access to your accounts.

Why do I need to successfully validate the one-time security code?
The verification of a one-time security code is used from time to time to make sure you are who you say you are. You will be asked to verify this one-time security code through a telephone number currently on record with us.  This makes it more difficult for a fraudster to sign in as you even if they have at some point stolen your User ID and Password, because they would still need access to your physical telephone. Please always safeguard your User ID and Password.

Why do I need to successfully answer a series of security questions?
An alternative option to validating a one-time security code is to successfully answer a series of dynamically generated security questions, if eligible.  This is used from time to time to make sure you are who you say you are. This makes it more difficult for a fraudster to sign in as you even if they have at some point stolen your User ID and Password, because they would still need access to additional personal information. Please always safeguard your User ID and Password.

If I successfully verify the one-time security code or correctly answer the security questions, will I ever be asked to do so again?
You may still be asked to again verify your identity through one of these methods based on the evaluation and real-time assessment performed on your computer, to make sure there is nothing suspicious or potentially fraudulent about a sign in attempt. Also, if you use more than one Internet browser on your computer, or frequently change computer settings, you may be asked again to verify your identity through either a one-time security code sent to a telephone number on record with us or correctly answering a series of dynamically generated security questions.

I use an account aggregation service that lets me see the information from all my online accounts on one web site. How does City National Bank’s sign on security features impact my account information on this web site?
The company operating the account aggregation service logs in as you and uses your security information to get your information to you. These aggregation services may not work with the User ID and Password you provided them because our sign on security features use several variables besides just your Password. If your account aggregation service is not working for any reason, please contact the company who provides you this service directly. City National Bank is not responsible for or able to support these solutions.

Accessing Account Information

What type of balance and activity detail can I view?
You can view detailed information regarding your transactions, such as:

  • Current and available balance, running balance and a total accessible balance after each transaction
  • All cleared transactions
  • Date of transaction
  • The name and location of the payee (depending on the payee)
  • Check number (if applicable)
  • Whether the transaction is a POS (Point of Sale - PIN-based transaction) or CK Card (debit card - signature-based transaction)

Can I use Quicken® or Microsoft Money® with Online Banking?
Yes, you can download your account transaction history into Microsoft Money or Quicken with the click of a button. Go to the Accounts tab, and click Download Banking Transactions. You must have a current year version or 2 versions prior for Quicken or Microsoft Money.

Can I access my City National Bank business accounts through Online Banking?
Online Banking is currently available for all eligible sole-proprietor business accounts or other business accounts, such as corporations and partnerships. To access the service, you must be the primary owner and authorized signer on all business accounts access through the service. Please ensure you have read our service agreement for Additional Provisions Applicable Only to Users Accessing Business Accounts (listed below):

Online Banking Service Agreement and Disclosure
Additional Provisions Applicable Only to Users Accessing Business Accounts

A. Business Accounts
"Business Accounts" mean sole proprietorships, partnerships, limited liability companies, corporations and other forms of business organization that are not "consumer" accounts and are not maintained primarily for personal, family or household purposes.

B. Limitation of Liability for Business Accounts
For Business Accounts using a Service, we are not responsible for any loss, injury or damage, whether direct, indirect, special, consequential, exemplary, economic or otherwise, caused by the Service or the use of the Service except as otherwise expressly provided for in this Agreement or by applicable law. By using a Service to access your Business Accounts, you are responsible for any unauthorized use of the Service and any loss or damages incurred due to the unauthorized access to your Business Accounts.

C. Transaction Activity Limits for Business Accounts
You may use a Service to access your Business Accounts provided the accounts do not exceed the following transaction activity limits:

  • Greater than 200 debit items per monthly statement cycle.
  • Greater than 100 deposited items per monthly statement cycle.

If your transaction activity in any Business Account accessed through a Service exceeds these limits, we reserve the right to remove all your Business Accounts from the Service without prior notification to you. If your business account transaction activity should exceed these limits please contact a Client Services Specialist at (800) 773-7100 for other online business banking options available to you.

D. Change in Business Account Ownership Notification
If any person authorized access through the Service to conduct transactions on any Business Account is no longer authorized, it is your responsibility to notify us. We shall not be liable or responsible to you for any transactions conducted on a Business Account by any person whose authority to conduct transactions is no longer in effect until we are expressly notified.

Online Statements

Can I get my account statements online?
Yes, you can get all of your checking, savings and money market statements online in a PDF file format. Click here to download the latest version of Adobe Reader if you don't already have it.

Are online statements available for all types of accounts?
You can access online statements for all of your checking, savings and money market accounts that you have access to through Online Banking.

How much statement history is available?
Up to 18 months of statement history is available.

What are the online statement delivery methods offered through the service?
When you enroll for online statements, you will have the ability to specify account level statement delivery methods for each eligible account. The following are the statement delivery methods you may specify through the service:

Online: If you specify this statement delivery method, you will receive your statements online only. Please note, if you select the "Online" statement delivery method for one or all eligible accounts, you will receive paper statements for one more statement cycle before we discontinue your paper statements.

Online and Paper: If you specify this delivery method, you will receive your statement online and paper statements by mail.

Paper: This setting indicates a U.S. mail statement delivery method. During enrollment, you may specify an "Online" or "Online and Paper" delivery method. You may switch back to "Paper" at any time.

How do I know when my statements are available?
Each time an online statement becomes available for your accounts, we will notify you by e-mail. The e-mail address used will be the address you have entered in Online Banking.

Can I deactivate the statement e-mail notification?
No, if your account(s) are activated for online statements, you will receive a notification by e-mail each time a new statement is available for each account.

How do I activate the online statement service?
To activate the service, sign on to Online Banking and select "Statements" from the left navigation pane. You must then review an overview of the feature and agree to the terms and conditions required for use of this service.

How do I change my statement delivery options?
To change the statement delivery method, on a specific account(s), please go to the Customer Service tab and select "Change statement delivery method." For each eligible account, simply select "Online" or "Online and Paper" statement delivery methods from each drop down. You will need to agree to the online statements terms and conditions before you submit your changes if you specify "online" for any eligible account.

If I switch from "Online" to "Paper" will I lose access to my online statement history?
Yes, you will lose your online statement history. For statements you have received online, we recommend you save or print your statements before you switch back to a "Paper" delivery method. Once you switch from "Online" to "Paper," the online statements delivered to you online will not be viewable. However, you can at any time switch back to an "Online" delivery method to view your statements online. Please note that you may only view up to 18 months of statement history.

Is there a charge for the Online Statement service?
No, there is no charge for this service.

Where can I get the latest version of Adobe® Reader®?
Click here to download the latest version of Adobe® Reader®.

Can I view my Online Statements on a Mac OS computer?
Yes, Online Statements can be viewed with Mac OS computer.

Account-to-Account Transfers

Can I complete transfers between all types of accounts?
Transfers can be completed between City National checking, savings, money market and eligible loan and line of credit accounts.

Is there a dollar limit for transfers?
There is no set limit. You can transfer up to your available balance.

What is the cut-off time to schedule a transfer for that day?
The cut-off time to schedule a transfer on Online Banking is 6:00 p.m. Pacific time.

How do I request that my accounts be set up for Account-to-Account Transfer service?
You must already be enrolled in Online Banking in order to request to be setup for Account-to-Account Transfer service.

If you are already using Online Banking, you may obtain access to Account-to-Account transfer service, simply by logging on to your Online Banking service and sending us a request through our Customer Service secure "Contact Us" link. Please make sure to include the full account numbers for the loans and checking accounts as well as the exact direction of the transfer relationship: to, from or if requesting transfers both ways.

You may also complete our Online Banking Service Change Request form, sign, and deliver to a branch or send via U.S. mail to the address shown below.

City National Bank
c/o Online Banking
P.O. Box 512149
Los Angeles, CA 90051-0149

Your transfer setup will be completed within two to three business days and you will receive confirmation in the mail.

Bill Pay

What is Bill Pay?
Bill Pay is an optional service of Online Banking which allows you to make payments to businesses or individuals that you may currently pay by check.

How do I obtain access to the Bill Pay service?
You must already be enrolled in Online Banking in order to request access to the Bill Pay service.

If you are already using Online Banking, to enroll please log on to Online Banking and select the Make Payments tab and then select "Enroll in bill payment" from the left hand navigation to request access.

You may also complete our Online Banking Service Change Request form, sign, and deliver to a branch or send via U.S. mail to the address shown below.

City National Bank
c/o Online Banking
P.O. Box 512149
Los Angeles, CA 90051-0149

Your Bill Pay service will be set up within two to three business days from receipt of request.

Is there a cost for using Bill Pay?
The Bill Pay service is free for personal account clients. All other account fees apply as stated in the account Fee Schedule. If you are a business account client, please refer to the Fee Schedule for Online Banking .

Who can I send payments with the Bill Pay service?
You can send payments to virtually anyone in the U.S.: your utility companies, credit card issuers, mortgage holders, or even your gardener. All you need to set up a payment is the address of the payee and your account number with the payee, if applicable. We recommend, however, that you do not use the bill pay service to pay alimony, child support, tax and other court-directed or government payments, fines or penalties.

How are my bills paid?
Payments are sent electronically or by paper check, depending on whether the merchant accepts electronic payments.

What is the cut-off time to submit a bill payment?
We must receive your bill payment instructions before 6:00 p.m., Pacific Time, on any business day (Monday through Friday, except holidays), or your payment will be initiated on the following business day.

How long does it take for the payments to reach my payees?
If the payee accepts electronic payments, then it should take no more than 3 to 5 business days. If a paper check must be sent to the payee, then it could take 5 to 7 business days. When you set up the payment, the service will indicate the estimated number of days it should take to reach the payee.

Is there a dollar limit for bill payment transactions?
Yes, there is a per day transaction limit of $25,000.00.

How do I cancel my Bill Pay service?
Log on to your Online Banking and send us a cancellation request through our secure Message Center. It is your responsibility to ensure that you do not have any pending or outstanding payments.

You may also complete our Online Banking Service Change Request form, sign, and deliver to a branch or send via U.S. Mail to the address shown below.

City National Bank
c/o Online Banking
P.O. Box 2149
Los Angeles, CA 90051-0149

Online Bill Pay and E-Bills

What are e-bills?
E-bills are an electronic version of your paper bills from your payees that you may receive directly through Online Banking, if you choose. In an e-bill, you can view balance information, finance charges, transactions and other statement information. And, when an e-bill arrives, an alert will automatically get sent to the e-mail address you specified in Online Banking. Not all payees are eligible for e-bills.

What is a payee?
A payee is a business or an individual that you setup to pay through the Bill Pay service in Online Banking. You may create payees for credit card companies, utilities, your gardener or babysitter. To add a payee, all you need to do is go to the Make Payments tab in Online Banking, click on the "Add a Payee" page and then enter the payee information.

We recommend that you do not use the Bill Pay Service to pay alimony, child support, tax and other court-directed or government payments, fines or penalties.

How do I setup an existing payee for e-bills?
To setup an e-bill, all you need to do is go to the Make Payments tab in Online Banking to view your list of existing payees. Click on the "Set up e-bill" link for each payee eligible for e-bills. During the setup process, you may be asked to provide information about the biller's website such as user ID and password. The information you provide authorizes us to access your bill information directly from the biller's website.

Will I automatically receive an e-mail notification when an e-bill arrives?
Once your payee has been setup to receive e-bills, you will automatically receive an e-mail notification at the e-mail address you've specified in Online Banking. To ensure that you are always notified when an e-bill arrives, please keep your email address current in Online Banking.

To update your e-mail address, please sign-on to Online Banking and go to the Customer Service Index and select change e-mail address.

How do I pay an e-bill?
To pay your e-bills, go to the My Bills & Scheduled Payments page located under the Make Payments tab. Your unpaid bills will appear in the inbox. To schedule a payment, select the account from which to pay from, enter the payment amount due and send date. Our smart calendar tool will automatically show you the payment delivery date. When you click the "Pay bills" button your scheduled bills will move to the payment outbox.

Who should I contact if I have questions about my e-bills?
If you have questions regarding information that appears on your bill, such as transactions and finance charges, please contact your payee.

If you have questions about how to view or pay an e-bill through Online Banking, please contact us at (800) 773-7100, option 3,1 (if after hours).

If I sign up for e-bills, will I continue to receive my bills in the mail?
Some payees will automatically turn off your paper bill when you activate e-bills and some will not. And other payees may offer the option of turning off the paper bill as a preference on their website. Before you activate an e-bill, be sure to read the terms and conditions on your payees site.

How do I view my e-bills?
To view a bill, go to the My Bills & Scheduled Payments page by clicking on the Make Payments tab, and click the view bill link located in the bill inbox. The electronic version of your bill may appear as .pdf or HTML files, and is dependent on how the bill was created by the biller.

  • For HTML files when you click the view bill link, your electronic bill is presented on a separate browser window where you may print or save a copy of your file to your computer.
  • For .pdf files when you click the view bill link, your electronic bill is presented directly on the Bill Detail page where you may use the Adobe® toolbar to print or save a copy of your bill to your computer.

How can I view my e-bills history?
You can view the e-bill history for a specific payee by going to the My Payees page and clicking on the Bills link found in the table. You will be directed to the Bill History page where you can click on the Detail link to view any bill that has been filed for this payee.

Online Banking Expedited Payments

What does Expedited Payments allow CNB clients to do?
With the Expedited Payments feature, Online Bill Pay clients can make a last minute payment to anyone, anywhere in the continental United States and faster than ever before. And since Expedited Payments is part of CNB's Online Banking, they can enjoy the convenience of paying all of your bills in one location.

What types of Expedited Payments are available?
CNB's Online Banking Expedited Payment feature provides two options to make payments.

First, we offer overnight checks. These checks can be delivered to almost any payee the next business day. In addition, when a client confirms this payment, they will receive a FedEx® tracking number that can be used to verify the receipt of payment.

The second payment option is an expedited electronic payment. This option is available for any payee that we currently send electronic payments to and will save you the cost of postage. When clients setup an electronic expedited payment, the system will display the payment options that are available for you for the specific payee.

Is it safe?
Yes. All expedited payments are wrapped into a totally secure and confidential environment in the same manner as Regular Online Bill Payments.

Is there a fee associated with an Expedited Payment?
Yes, there is a nominal convenience fee associated with an expedited payment.

  • Overnight Checks Expedited Payments have a fee of $20 per transaction
  • Electronic Expedited Payments have a fee of $15 per transaction

What account is the convenience fee deducted from?
The convenience fee is deducted from the funding account the payment was made from, as a separate transaction.

Can users edit or cancel an Expedited Payment after it has been submitted?
Expedited Payment users are able to edit or cancel Expedited Payments made via overnight check until 4:45 p.m. PST.

Processing of expedited electronic payments begins immediately after the user clicks the button to submit the payment on the preview page, so users are unable to edit an electronic expedited payment after it has been submitted.

Why is the Payee's address required for Overnight Check Payments, but it is not always required for regular (electronic) expedited payments?
The address that is used for regular expedited payment is stored in the system. Users are asked to enter or edit the payment mailing address that is provided with the bill. Sometimes payees indicate a special address to use for payments delivered via an overnight service. If the address is a P.O. Box, users will need to contact the payee to identify an address to use for payments received via FedEx®.

Are there any payments I cannot request expedited payment treatment?
Yes. Expedited Payments cannot be sent to an address in Hawaii, Alaska or to a P.O. Box.

How can CNB clients get started using online Expedited Payments?
Getting started is easy! Users must be pre-enrolled in Online Bill Pay:

  1. Log into Online Banking
  2. Select Make Payments
  3. Click the Expedited Payments link in the left navigation bar
  4. Complete your payment information and you are done!

Credit Card Payment

What is the Credit Card Payment feature?
Your Online Banking Service allows access to view and manage your City National Bank credit card accounts online. Through this feature, you have the ability to check balances, view transaction information and make credit card payments.

How do I request access to my credit card accounts?
You must already be enrolled in Online Banking in order to request access to your credit card account.

If you are already using Online Banking, you may simply call a Client Services Specialist at (800) 773-7100, option 3, 1 (if after hours). Or you may obtain access to these accounts by simply logging on to your Online Banking service and sending us a request through our Customer Service secure "Contact Us" link. Please make sure to include the full account numbers for each account you wish to access.

Is there a cost for making Credit Card Payments?
No. The service is free of charge.

How is the Credit Card Payment feature used?
The Credit Card Payment feature allows you to make a credit card payment from a CNB checking account or savings account. It also allows you to set up a one-time payment or repeating payments.

How is my credit card payment made?
Credit card payments are sent electronically.

How long will it take to process my credit card payment?
A same day or future-dated payment made to your credit card will be debited from your checking or savings account on the payment's scheduled date and will be credited to the credit card account as of the same date. This activity will be immediately reflected on your checking account activity, but will not appear in your credit card account activity for two to three business days.

What is the cut-off time to submit a credit card payment?
We must receive your credit card payment instructions by 7:00 p.m., PT, on any business day (Monday through Friday, except holidays), or your payment will be initiated on the following business day. For example, if you initiate your payment after 7:00 p.m. PT on Monday, your payment will be rescheduled for Tuesday.

What are my credit card payment options?
You may set up one-time or repeating credit card payments. You may also set a payment frequency of "once every statement due date." On the statement due date, the payment amount will be debited from your designated checking or savings account and your payment will post on the statement due date of your credit card account.

How will my credit card payments get processed if I use both City National Bank's Credit Card Auto-Pay service, and Online Banking Credit Card Payments service?
Before selecting the date for an Online Credit Card Payment, you will need to consider how your auto payments are processed as explained below:

  • If a payment is made through Online Banking at least four days prior to the auto-pay processing date and the Online Banking payment amount is equal to or greater than the scheduled auto-pay amount, the auto-pay will not process because auto-pay will recognize that the payment made through Online Banking was applied.
  • If a payment is made through Online Banking at least four days prior to the auto-pay processing date and the Online Banking payment amount is less than the scheduled auto-pay amount, the auto-pay will process, but the amount of the auto-pay will be equal to the remaining amount of the scheduled auto-pay amount.
  • If a payment is made through Online Banking within three days prior to the auto-pay processing date, the result will be that both payments will get processed. The reason is it takes three days for a credit card payment to process, and auto-pay will not acknowledge that a payment was applied during this three day time-frame.

Check Image

How do I view images of posted checks?
Check images can be viewed from the Account Activity screen. Simply click on the camera icon in the "Number" column for the check number you wish to view.

What can I do with the check image?
Using the menu bar just above the image, these icons will allow you to:

Save a copy of the check image.

Print the image.

Rotate the image 90 degrees clockwise.

Rotate the image 90 degrees counterclockwise.

Enlarge the image.

Reduce the image.

Invert Image.

View front

View back.

View front and back.

Increase contrast.
Decrease contrast.
Return to original view.

check

How far back can I view my check images online?
You can view your check image history for 6 months.

Note: If the image posted more than 6 months ago, you will see the message: "Image not found. Contact Customer Support." If you need a copy of this item, please contact our Client Service Center Monday through Thursday, 7:00 a.m. to 5:30 p.m., and Friday, 7:00 a.m. to 6:00 p.m., Pacific time, at (800) 773-7100.

I received a message that says "Image not found. Contact Customer Support." What does this mean?
You may receive the message for one of the following reasons:

  • The image is older than 6 months.
  • The transaction carries a sequence number, but does not have a corresponding image.
  • The item is an electronic check.

What is an electronic check?
When you write a check to a merchant for a monthly bill or even at the time of purchase, some merchants will take the information from the check and use it to electronically submit a request to the bank for payment from your account. Such a merchant will do one of three things with the original paper check: destroy it, store it, or send it back to you. With any of these options, the bank never receives the paper check: the check is termed "electronic" as we received the instructions for payment only electronically.  Thus, we cannot create an image of the check for viewing online or for including on your paper statement, nor can we include it with your other original checks if your account is set up for paper check return.

If you notice that one of your merchants is turning your paper check into an electronic check, you might consider calling that merchant for more information on their payment processing method or to learn about other options for submitting your payments.

What if it takes too long for the image to display?
You may experience a slight delay as the image is pulled for display. Once you have clicked on the check number link, please wait for the image to display, and do not resubmit your request.

Note: The time required to display a requested image depends upon a variety of factors, including the speed of your computer and your Internet connection.

Check Reorder

How do I order checks?
To order checks on an eligible personal checking or money market account, go to the Customer Service tab in Online Banking and click on the order checks link. You will be redirected to a website where you can place your order.

Please allow 7-10 business days for standard delivery.

Important:

  • The order you place online will be printed with the same information (e.g., your name, address, etc.) as your last order.
  • If your address has changed and you need to place an order, please contact a Client Service Specialist during business hours: Monday through Thursday, 8:00 a.m. to 5:30 p.m., and Friday 8:00 a.m. to 6:00 p.m. PST.
  • If you are placing an initial check order for your account(s), you must visit your local banking office.
  • Only personal accounts are eligible for check reordering. Businesses should call a Client Service Specialist to reorder checks.

Stop Payment Requests

How do I place a stop payment request?
Once you have successfully logged into Online Banking, select the Customer Service tab, then select "Stop a Check." Enter all the appropriate fields and click "Submit request." Note: The stop payment request option in Online Banking is for checks written from your checkbook only – it is not for online bill payment checks. 

How long does it take for my request to be processed?
If you place your request for a stop payment of a check prior to 10:00 p.m. PT, it will be processed immediately. If you place your request for a stop payment of a check after 10:00 p.m. PT, or on a weekend or holiday, it will be processed the following business day.

Will I be charged for placing a stop payment request?
Yes, stop payment requests placed through Online Banking will be assessed the standard six-month stop payment fee. Please refer to your Fee Schedule.

For how long will my stop payment be active?
Stop payment requests placed through Online Banking will expire six months from the date of the request.

What happens after my stop payment request expires?
After six months, your stop payment request will expire and release, which would allow for the check to process if it were deposited by its holder.

Can I request an extension of my stop payment request?
Yes, If you need to renew or extend the stop payment request please contact a Client Services Specialist at (800) 773-7100, option 3, 1 (if after hours) or visit your nearest City National Bank branch. A renewal fee will be assessed.

Can I view my Stop Check Requests?
Yes, go to the Customer Service tab and select "View stopped checks" from the Account Service area. The "Scheduled Stop a Check Requests" page allows you to view all active stop payments on your account. If a stop payment has been released or expired, it will no longer appear.

When placing my stop payment request, I made a mistake; what should I do?
If you entered any information incorrectly when placing your stop payment request, please contact a Client Service Specialist immediately at (800) 773-7100.

I need to cancel my stop payment request; what should I do?
If you need to cancel your stop payment request, please contact a Client Service Specialist at (800) 773-7100, option 3, 1 (if after hours).

Can I stop a bill payment with this feature?
No, Online Bill Payments cannot be stopped through this feature. You can only request the stop payment of a written check.

Support

Who can I contact for customer service issues?
You can contact our Client Service Center Monday through Thursday, 7:00 a.m. to 5:30 p.m., and Friday, 7:00 a.m. to 6:00 p.m., PT, at (800) 773-7100, option 3, 1 (if after hours).

Who can I contact for technical support?
You can contact us 24 hours a day, 7 days a week at (800) 773-7100, option 3, 1 (if after hours).

Who can I contact for Bill Pay support?
You can contact us 24 hours a day, 7 days a week at (800) 773-7100, option 3, 1 (if after hours).

What if I forget my Online Banking password or User ID?
If you forget your Online Banking password or User ID, you can contact customer support 24 hours a day, 7 days a week at (800) 773-7100, option 3, 1 (if after hours).

How do I request access to new accounts or services?
If you are not yet enrolled in Online Banking, you can Enroll Online.

If you are already using Online Banking:

To request access to an account or service, you may call a Client Services Specialist at (800) 773-7100, option 3, 1 (if after hours). Make sure to have your full account number ready.

Or simply log on to Online Banking and go to the Customer Service tab and select "Contact Us" to send us the request securely. Please make sure to include the full account number when requesting information on loans and checking accounts. And if you are requesting a transfer relationship setup, be sure to include the exact direction of the transfer relationship: to, from or if requesting transfers both ways.

To add our Bill Pay service, log on to Online Banking and select the Make Payments tab and then select "Enroll in bill payment" from the left hand navigation to request access. Your request will be processed within 3-5 business days.