Talk with us:
(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.

Card Alerts Freqently Asked Questions

  1. What is Card Alerts?
  2. What are the benefits of Card Alerts?
  3. What types of cards can I enroll in Card Alerts?
  4. Can I enroll my City National Visa Commercial Card in Card Alerts to receive Card Alerts?
  5. Can cards issued to authorized users be enrolled in Card Alerts?
  6. How many cards can be enrolled under my Card Alerts profile?
  7. Can I have different Card Alerts settings for each of my cards?
  8. Is there a charge to enroll in Card Alerts?
  9. How do I enroll in Card Alerts?
  10. What types of Card Alerts are available?
  11. How quickly after I enroll in Card Alerts and set up my alert preferences will I be able to receive alerts?
  12. How quickly can I change my Threshold Alert transaction amount based on my personal preferences?
  13. Where can I have my Card Alerts sent?
  14. Can I get text message alerts only and not email alerts?
  15. Can I quickly change my email address to which alerts are sent to?
  16. Can I receive Card Alerts outside of the United States?
  17. Will my mobile carrier charge me for receiving Card Alerts outside the United States?
  18. Are Card Alerts secure and does the alert include my Visa card number?
  19. What happens if I lose my mobile phone and my phone number changes?
  20. What happens if I change mobile phone carriers but keep my mobile phone number?
  21. If my transaction meets the criteria for more than one Card Alert , will I receive multiple alerts?
  22. Do I receive a Card Alert when I return an item I have purchased?
  23. How do I stop receiving Card Alerts?
  24. Why did I receive one Card Alert for several transactions?
  25. Why did I not receive a Card Alert when I expected one?
  26. Why didn't I get an alert when I used my City National check card at a City National ATM even though I have ATM Withdrawal Alert as one of my ALERT PREFERENCES?
  27. Why is the transaction amount shown in the Card Alert different from the amount shown on my account statement?
  28. Can I use my Card Alert as a receipt or proof that I made a specific transaction or purchase?
  29. What if I lose my card?
  30. What if I forget my passcode?
  31. What if the link with the reset passcode email doesn't work?
  32. Who do I call if I am having trouble enrolling or have technical questions?

What is Card Alerts?
Card Alerts is a new feature available on most City National Bank Visa personal and business credit cards and check cards. With this feature, you can set up alerts to receive messages to help you manage and track your card transactions. You specify the settings for the alerts you want to receive. The alerts provide you with the amount of the transaction, the merchant name and location (if available), and the last 4 digits of the City National Visa card used. Alerts can be sent to an email address or to a mobile phone through an SMS text message.

What are the benefits of Card Alerts?
The advantages of Card Alerts are:

  • Enables you to monitor your card's transactions in near-real-time.
  • Offers you peace of mind by providing timely information that helps you monitor your City National Visa card for potential, or to prevent further, fraud.
  • Provides a tool to help you manage your money.

What types of cards can I enroll in Card Alerts?
You can enroll most City National Bank Visa credit cards and check cards. Card Alerts is not available on our ATM-only card or Equity Card.

Can I enroll my City National Visa Commercial Card in Card Alerts to receive Card Alerts?
Yes. You may enroll your City National Visa Commercial Card in Card Alerts. Alert preferences on a Visa Commercial Card account are set at the individual card level, and not at the account level.

Can cards issued to authorized users be enrolled in Card Alerts?
Yes. Card Alerts are established at the individual card level. Because each check card has its own unique card number, Card Alerts is currently available to any check cards issued to authorized users. For credit cards, once Family Card functionality is available (see Family Card for further details) each authorized user under a credit card account will have their own card number, at which time each card may be enrolled in Card Alerts.

How many cards can be enrolled under my Card Alerts profile?
A maximum of 10 cards can be enrolled per registered user.

Can I have different Card Alerts settings for each of my cards?
Yes. If you have more than one City National credit card or check card, you can have varying Card Alerts settings established for each of your cards.

Is there a charge to enroll in Card Alerts?
There is no charge to enroll in Card Alerts. However, standard mobile text and data charges apply for SMS message alerts. Message and data rates from your wireless provider may also apply.

How do I enroll in Card Alerts?
Instructions for enrolling in Card Alert are as follows:

  • Visit cnb.com and select "Card Alerts" from the "Sign In" tab
  • Enter the following information to establish access:
    • First Name
    • Last Name
    • Email Address
    • Passcode (A numeric-only password you establish for access)
    • Mobile Phone Number
  • An activation code will then be sent to your mobile phone number. You will need to obtain this activation code and enter it on the Card Alerts enrollment site form to complete your enrollment process
  • Once enrolled, determine for which CNB Visa card(s) you want to set up alerts:
    • For each card added, you will be asked to provide a Card Nickname (no spaces)
  • Review enrollment information and accept the Terms & Conditions
  • Select the alert options which you would like to receive
  • Press SAVE UPDATES to save your settings

What types of Card Alerts are available?
The following alerts are available for you to select:

  • Threshold Alert: An alert is sent if a transaction amount is greater than a preset dollar amount.
  • Decline Alert: An alert is sent when a bank or Visa on behalf of a bank declines a transaction for any reason. Note: The reason for the decline is not given in your alert details.
  • Card Not Present Alert: An alert is sent if a transaction is made without having to physically present the card at the point of sale, such as when a transaction is made online or by telephone.
  • ATM Withdrawal Alert: An alert is sent if a transaction is made at an ATM.
  • International Alert: An alert is sent if a transaction is made outside of the United States.
  • Gas Station Alert: An alert is sent if a transaction is made at a gas station (e.g., fuel, car wash, convenience store, etc.)

How quickly after I enroll in Card Alerts and set up my alert preferences will I be able to receive alerts?
You will immediately be able to receive alert messages after enrollment.

How quickly can I change my Threshold Alert transaction amount based on my personal preferences?
You can change the Threshold Alert transaction amount at any time by logging into Card Alerts and selecting the card(s) for which you want to customize the Threshold Alert transaction amount.

Where can I have my Card Alerts sent?
Alerts can be sent to either:

  • Your email inbox (whether on your PC, phone, tablet, etc.)
  • Your mobile phone's default SMS inbox. When your mobile phone receives an SMS alert message in your SMS inbox, your mobile phone's notification mechanism is enabled. Please note that message and data rates from your wireless provider may apply. Check with your wireless provider.

Can I get text message alerts only and not email alerts?
Yes. After logging into Card Alerts, visit ALERT PREFERENCES and uncheck "email" for each of your selected alert preferences.

Can I quickly change my email address to which alerts are sent to?
Yes. After logging into Card Alerts, visit "ACCOUNT SETTINGS" to change your email address.

Can I receive Card Alerts outside of the United States?
Alerts will be sent regardless of where you are located. In fact, Card Alerts has a specific alert for international transactions. Whether you can receive them is dependent on whether or not you can receive text messages or email in the country in which you are located. You should check with your wireless provider regarding the ability to receive text messages or email when travelling internationally.

Will my mobile carrier charge me for receiving Card Alerts outside the United States?
Depending on your wireless service plan, standard text messaging rates from your mobile carrier may apply to SMS alert messages and data charges may apply to email notification while outside the United States. You should consult your service plan and, if you have any questions about whether you are charged, please contact your mobile carrier's or internet service provider's customer service.

Are Card Alerts secure and does the alert include my Visa card number?
Yes, Card Alerts are secure. When you enroll in Card Alerts you must assign a nickname to each card you enroll in Card Alerts. Each alert will contain the merchant, your nickname and the last 4 digits of your card number will.

What happens if I lose my mobile phone and my phone number changes?
If you lose your mobile phone and would like to register your new mobile phone number, you will need to go to the REGISTERED MOBILE NUMBERS page of the Card Alerts website and delete your existing phone number and add your new one. You will be sent a validation code via SMS message. You will need to enter this validation code on the Card Alerts website. After validating your new mobile phone number, you will once again receive alerts as you did before.

What happens if I change mobile phone carriers but keep my mobile phone number?
There is nothing you need to do. Card Alerts is based on your mobile phone number, and not your mobile phone carrier.

If my transaction meets the criteria for more than one Card Alert , will I receive multiple alerts?
No. You receive only one alert per transaction based on the alert priority set up by Visa. The priority order of alerts is as follows:

  • Threshold Alert
  • Decline Alert
  • Card Not Present Alert
  • ATM Withdrawal Alert
  • International Alert
  • Gas Station Alert

Do I receive a Card Alert when I return an item I have purchased?
No. You only receive alerts for the initial transaction, not for credits or returns.

How do I stop receiving Card Alerts?
To stop receiving alerts at any time, you may take one of the following actions:

  • Uncheck all the boxes on the ALERT PREFERENCES page of the Card Alerts website. You will still be enrolled in the service, but you will no longer receive alerts. If you want to start receiving alerts again, you do not have to re-enroll. Simply return to the Card Alerts website and select your options.
  • Reply "STOP" from your mobile phone to any alert you receive. This will turn off SMS message alerts. However, if you also are signed up for email alerts, you will still be enrolled in the email alerts service. To re-enroll in SMS message alerts, you will need to go to the REGISTERED MOBILE NUMBERS page on the Card Alerts website and add your mobile phone number again.

Why did I receive one Card Alert for several transactions?
Sometimes certain transactions, such as buying several $0.99 songs from iTunes, are aggregated into one large transaction. Consequently, you would receive only one alert.

Why did I not receive a Card Alert when I expected one?
First, be sure to validate the ALERT PREFERENCES you have set. Alerts are not sent if the:

  • Dollar amount of your transaction is lower than the amount you specified for your alerts.
  • Merchant processes transactions through the bank's system instead of Visa's.
  • Merchant has not yet submitted the transaction information to Visa.

An SMS message alert may not be received by your mobile phone because:

  • Your mobile carrier drops or blocks the SMS message, or your phone plan does not include SMS messaging.
  • Your mobile phone is out of the coverage area at the time Visa sends the alert and the phone remains out of the coverage area for a period of time thereafter.

Why didn't I get an alert when I used my City National check card at a City National ATM even though I have ATM Withdrawal Alert as one of my ALERT PREFERENCES?
When a City National check card is used at a City National ATM, it is considered an "On Us" transaction. Alerts are only generated when the transaction routes via Visa, Plus, or Interlink networks. "On Us" transactions do not route over any of these networks.

Why is the transaction amount shown in the Card Alert different from the amount shown on my account statement?
Alerts are triggered based on the initial authorization amount sent to Visa, which may not be the final transaction amount posted to your account. For example, you may get an alert where the transaction amount shown is $98, but the actual amount of the transaction might have been $98.65.

Can I use my Card Alert as a receipt or proof that I made a specific transaction or purchase?
No.

What if I lose my card?
If you lose your card, contact us immediately so we can cancel the card and send you a replacement. You will need to delete the lost card from the Card Alerts website and add the details of the replacement card.

What if I forget my passcode?
To reset your passcode, click the "Forgot passcode" link at the Card Alerts login screen. On the next screen, click "send" and we'll automatically send you email instructions to rest your passcode. You will need to successfully answer one of your security questions before you will be able to reset your passcode. You will have 24 hours from receipt of the email to reset your passcode.

What if the link with the reset passcode email doesn't work?
The link inside the reset passcode email is only active for 24 hours from receipt. If you try to click on it after 24 hours, you'll receive an error message. You will need to go through the reset passcode process again to request another reset passcode email.

Who do I call if I am having trouble enrolling or have technical questions?
You may contact Visa 24 hours a day, 7 days a week at (855) 850-5080 for any technical support you might need.