Online Banking Frequently Asked Questions

City National Online® FAQ

Getting Started

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

Sign-on Security

  1. How does City National Online Secure Sign-in work?
  2. If I successfully verify my identity, will I ever be asked to do so again?
  3. I use an account aggregation service to view all my online accounts on one site. Is City National Online’s sign-in security compatible with this service?

Accessing Account Information

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

Online Statements

  1. Can I get online statements?
  2. Are online statements available for all accounts?
  3. How much statement history is available?
  4. How are statements delivered?
  5. How will I know when a new online statement is available?
  6. Can I deactivate the email notification?
  7. How do I access online statements?
  8. How do I change my statement delivery method?
  9. If I switch from online to paper delivery, will I lose my online statement history?
  10. Is there a charge for online statements?
  11. Where can I get the latest version of Adobe® Acrobat Reader®?
  12. Can I view online statements on a Mac OS device?

Account-to-Account Transfers

  1. Can I transfer funds between all types of accounts?
  2. Is there a dollar limit for transfers?
  3. What is the cutoff time to schedule a transfer?
  4. How do I request Account-to-Account Transfer service?

Bill Pay

  1. What is Bill Pay?
  2. How do I get Bill Pay?
  3. Is there a fee for using Bill Pay?
  4. Who can I pay with Bill Pay?
  5. How are bills paid?
  6. What is the cutoff time to submit a bill payment?
  7. How long does it take for payments to process?
  8. Is there a dollar limit for bill payment transactions?
  9. How do I cancel my Bill Pay service?

E-Bills

  1. What are e-bills?
  2. How do I receive e-bills?
  3. Will I receive an email notification when an e-bill arrives?
  4. How do I pay an e-bill?
  5. Who should I contact with questions about e-bills?
  6. Will I still receive paper bills by mail?
  7. How do I view my e-bills?
  8. Can I view past e-bills?

Expedited Payments

  1. Are expedited payments available?
  2. Are expedited payments safe?
  3. Is there a fee for expedited payments?
  4. What account is the fee deducted from?
  5. Can I change or cancel an expedited payment after it has been submitted?
  6. Are there any payments that cannot be expedited?
  7. How can I make expedited payments?

Credit Card Payments

  1. Can I make credit card payments?
  2. How do I begin making online credit card payments?
  3. Is there a fee for credit card payments?
  4. How does it work?
  5. How long does it take to process a payment?
  6. What is the cutoff time for credit card payments?
  7. What are my credit card payment options?

Check Images

  1. How do I view posted checks?
  2. How far back can I view my check images?
  3. What is an electronic check?
  4. Why does it take a long time for the check image to display?

Ordering Checks

  1. How do I order checks?

Stop Payment Requests

  1. How do I place a stop payment request?
  2. How long does it take for stop payment requests to be processed?
  3. Is there a fee 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 payment 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 an online bill payment with this feature?

Support

  1. Who can I contact for customer service?
  2. Who can I contact for Bill Pay support?
  3. What if I forget my City National Online password or User ID?
  4. How do I request new and additional City National Online services?

Getting Started

What is City National Online?
A convenient way to view and manage your account activity, transfer funds, pay bills, receive electronic statements, and more—all from your computer or mobile device.

Is there a fee for using City National Online?
The service is free for personal account holders. Fees may apply for business accounts and other transactions. See our Fee Schedule for information.

What can I do with City National Online?

  • View account balances, transaction history, and images of cleared checks.
  • Transfer funds between checking, savings, money market, loan, and line of credit accounts.
  • Send secure messages to City National Online support.
  • Receive alerts about account activity or changes.
  • Make electronic payments with Bill Pay.
  • View your City National credit card accounts and make payments.

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

  • Checking
  • Savings
  • Money Market
  • Certificates of Deposit
  • Loans
  • Credit Cards
  • Brokerage (if eligible)
  • Trust and Investment accounts (if eligible)

What do I need to enroll for City National Online?

  • A City National Bank checking account or other eligible account.
  • For instant access, enroll using the information on your check card.

What hardware and software is required?

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 Firefox®
Google ChromeTM
Windows 7 11.0 NA 50.0 55.0
Windows 8.1 11.0 NA 50.0 55.0
Windows 10 11.0, Edge NA 50.0 55.0
Mac OS X 10.11 (El Capitan) NA 9.0 50.0 NA
Mac OS X 10.12 (Sierra) NA 10.0 50.0 NA
iPad® NA 8.0 NA NA
iPad®  Mini NA 7.1 NA NA

Note: Cookies and JavaScript must be enabled

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

  • Change your User ID and Password
  • Set up and view alerts
  • Change your email address
  • Change your phone number(s)
  • Stop payment on a check
  • Contact a Client Service Specialist

Can I use City National Online outside of the United States?
You can access City National Online from most locations worldwide with Internet access.

Sign-on Security

How does City National Online Secure Sign-in work?
You must enter your User ID and password, and in some cases you may also be required to verify your identity by entering a verification code that has been sent to a pre-verified email address, mobile or other phone number. This process helps us prevent unauthorized access to your accounts.

If I successfully verify my identity, will I ever be asked to do so again?
Yes, you may be prompted to verify your identity again to ensure there is nothing suspicious about a sign-in attempt. Also, if you use more than one device, or use different web browsers to access your accounts, or you frequently change computer settings, you may be asked to verify your identity again.

I use an account aggregation service to view all my online accounts on one site. Is City National Online’s sign-in security compatible with this service?
If your account aggregation service is not working for any reason, please contact the service provider directly. City National Bank is not responsible for, nor able to support, these services.

Accessing Account Information

What type of balance and activity detail can I view?

  • Current balance, running balance, and total available balance after each transaction
  • All cleared transactions
  • Date of transaction
  • Name and location of the payee (if available)
  • Check image and number (if applicable)
  • Transaction type (point-of-sale, debit card, etc.)

Can I use Quicken® or Microsoft Money® with City National Online?
Yes, you can download your account transaction history into Microsoft Money or Quicken.

Can I access my City National Bank business accounts through City National Online?
City National Online is currently available for all eligible sole-proprietor business accounts or other business accounts, such as corporations and partnerships. You must be the primary owner and authorized signer on all business accounts accessed 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 {{8007737100_client_contact}} 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 online statements?
Yes, you can get all of your checking, savings and money market statements online in PDF file format. Download the latest version of Adobe Acrobat Reader if you don't already have it.

Are online statements available for all accounts?
You can access online statements for all of your checking, savings, money market and mortgage accounts that you access through City National Online.

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

How are statements delivered?

  • Online: With this option, you will receive your statement online only. Note: You will continue to receive paper statements for one more statement cycle before we discontinue your paper statements.
  • Online and paper: With this option, you will receive your statement online and by mail.
  • Paper: Your statement will be delivered by mail only. Note: If you choose online statements, you may switch back to paper statements at any time.

How will I know when a new online statement is available?
We will notify you by email that a new statement is available for view online.  You can also select a SMS text notification informing you of your new statement availability.

Can I deactivate the email notification?
No. If you choose to receive online statements, you will be notified by email, or SMS text message, each time a new statement is available.

How do I access online statements?
Sign in, select Online Banking from the “My Accounts” tab and select "Online documents" from the left navigation pane. You must agree to the terms and conditions required for this service.

How do I change my statement delivery method?
Select “Online Banking” from the “My Accounts” tab in City National Online and in  the Customer Service tab, select "Change statement delivery method," then select "Online" or "Online and Paper" from the drop-down menus. You must agree to terms and conditions for online statements before you submit your changes.

If I switch from online to paper delivery, will I lose my online statement history?
Yes, once you switch from online to paper delivery, any previous online statements will no longer be viewable. However, you can at any time switch back to online delivery to view your statements online.

Is there a charge for online statements?
No.

Where can I get the latest version of Adobe® Reader®?
Download the latest version of Adobe Acrobat Reader if you don't already have it.

Can I view online statements on a Mac OS device?
Yes.

Account-to-Account Transfers

Can I transfer funds 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 any amount up to your available balance.

What is the cutoff time to schedule a transfer?
The cutoff time to schedule a transfer online is 6 p.m. PT.

How do I request Account-to-Account Transfer service?
You must be enrolled in City National Online and have an eligible account in order to request Account-to-Account Transfer service. Sign in and send a request through our secure "contact us" link.

You may also complete our Online Banking Service Change Request form, sign, and deliver to a branch. Or mail the completed form to:

{{change_request_address}} 

Account-to-account transfer service will be available within two to three business days from receipt of your request. You will receive confirmation by mail.

Bill Pay

What is Bill Pay?
An optional service for making online payments to any business or individual with a U.S. address.

How do I get Bill Pay?
You must be enrolled in City National Online and have an eligible account in order to request Bill Pay. On the Make Payments tab, select "Enroll” in bill payment.

You may also complete our Online Banking Service Change Request form, sign, and deliver to a branch. Or mail the completed form to:

{{change_request_address}}

Bill Pay will be available within two to three business days from receipt of your request.

Is there a fee for using Bill Pay?
Bill Pay is free for personal account clients. If you are a business account client, please see our Fee Schedule for information.

Who can I pay with Bill Pay?
You can send payments to virtually anyone in the U.S.: utility companies, credit card issuers, mortgage holders, or even individuals such as your sister across the country. All you need is the physical address of the payee and your account number, if applicable.

Note: We do not recommend using Bill Pay for alimony, child support, taxes, and other court-directed or government payments, fines, or penalties.

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

What is the cutoff time to submit a bill payment?
We must receive your bill payment instructions before 6 p.m. PT 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 payments to process?
If the payee accepts electronic payments, no more than 3 to 5 business days. If a paper check must be sent, 5 to 7 business days. When scheduling a payment, you will be informed of the estimated number of days to be delivered.

Is there a dollar limit for bill payment transactions?
Yes, there is a per day transaction limit of $25,000.

How do I cancel my Bill Pay service?
Sign in 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 mail the completed form to:

{{change_request_address}}

E-Bills

What are e-bills?
An electronic version of your paper bills from payees that you can elect to receive through City National Online. View balances, finance charges, transactions, and other statement information. When an e-bill arrives, you will receive an email alert.

How do I receive e-bills?
Your list of payees is on the “Make Payments” tab. Select "Set up e-bill" for each eligible payee. You may be asked to authorize City National to access your bill information directly from the biller's website.

Will I receive an email notification when an e-bill arrives?
Yes. To ensure you continue to receive e-bill notifications, make sure your email address is current.

How do I pay an e-bill?
Simply select the payment account, enter the amount, and select the send date. The smart calendar will indicate the delivery date.

Who should I contact with questions about e-bills?
For questions about your bills, such as transactions and finance charges, please contact the payee.

If you have questions about how to view or pay an e-bill, contact us at {{8007737100_client_contact}}.

Will I still receive paper bills by mail?
Some billers automatically stop sending paper bills, and some do not. Others may require you to visit their website to discontinue paper billing. Before you switch to e-bills, read the terms and conditions on the biller’s website.

How do I view my e-bills?
Depending on the biller, you can download your e-bill as a PDF file, or open it in your web browser.

Can I view past e-bills?
Yes, on the “Bill history” page.

Expedited Payments

Are expedited payments available?
Yes. City National Online offers two options:

  • Overnight check – Delivered to almost any payee the next business day. You will receive a FedEx® tracking number to verify delivery.
  • Expedited electronic payment – Can be sent to any payee that receives electronic payments.

Are expedited payments safe?
Yes. All expedited payments are secure and confidential.

Is there a fee for expedited payments?
Yes, the following nominal convenience fees apply:

  • Overnight check: $20 per transaction
  • Expedited electronic payment: $15 per transaction

What account is the fee deducted from?
The fee for an Expedited Payments is deducted from the account from which the payment was made. The fee deduction is a separate transaction.

Can I change or cancel an expedited payment after it has been submitted?
Expedited payments made via overnight check can be changed or canceled until 4:45 p.m. PT. Expedited electronic payments cannot be changed or canceled once they have been submitted.

Are there any payments that cannot be expedited?
Yes. Expedited payments cannot be sent to Hawaii, Alaska, or to a post office box address.

How can I make expedited payments?
You must be enrolled in City National Online’s Bill Pay service. Select “Make payments” then “Expedited payments.”

Credit Card Payments

Can I make credit card payments?
Yes, with City National Online you can check balances, view transaction information, and make payments on your personal City National Bank credit card accounts.

How do I begin making online credit card payments?
You must be enrolled in City National Online with an eligible account.

Is there a fee for credit card payments?
No. The service is free.

How does it work?
Credit card payments are sent electronically from your City National Bank checking or savings account. You can make one-time or repeating payments.

How long does it take to process a payment?
Funds are debited from your checking or savings account on the payment's scheduled date, and credited to the credit card account on the same date.

What is the cutoff time for credit card payments?
Credit card payments must be requested by 7 p.m. PT, Monday through Friday, except holidays. Requests submitted after hours will be initiated on the following business day).

What are my credit card payment options?
You can schedule one-time or repeating payments. Repeating payments can be scheduled on a specific date of your choice, or on the statement due date.

Check Images

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

How far back can I view my check images?
You can view your check image history for 18 months.

To obtain copies of checks more than 18 months old, contact our Client Service Center, Monday through Thursday from 7 a.m. to 5:30 p.m., and Friday from 7 a.m. to 6 p.m. PT, at {{8007737100_client_contact}}.

What is an electronic check?
With electronic checks, the bank receives only the instructions for payment, not an actual paper check, therefore no check image is available for viewing.

Why does it take a long time for the check image to display?
The time required to display a requested image depends upon the speed of your computer, your Internet connection, and other factors. You may experience a slight delay.

Ordering Checks

How do I order checks?
Select Online Banking when you are signed into City National Online, then select the Customer Service tab, and then select “Order checks.” Please allow 7 to 10 business days for delivery.

Please note:

  • If you are placing an initial check order for your account(s), you must visit  a branch.
  • Checks ordered online will be printed with the same information (name, address, etc.) as your last order. You cannot update your information when ordering checks online.
  • If you need to update your information before ordering checks, please contact a Client Service Specialist.
  • Online check ordering is available only for personal accounts. For business accounts, call a Client Service Specialist.

Stop Payment Requests

How do I place a stop payment request?
Select Online Banking when you are signed into City National Online, select the Customer Service tab, and then select "Stop a check" and follow the steps.

NOTE: stop payments placed online do not apply to online payments but rather to paper checks.

How long does it take for stop payment requests to be processed?
Requests placed before 10 p.m. PT will be processed immediately. Requests placed after 10 p.m. PT or on weekends or holidays will be processed the following business day.

Is there a fee for placing a stop payment request?
Yes. Stop payment requests placed through City National Online 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 City National Online will expire six months from the date of the request.

What happens after my stop payment request expires?
After your stop payment request expires, the check may be processed if it is deposited by its holder.

Can I request an extension of my stop payment request?
Yes. To request an extension, contact a Client Services Specialist or visit a branch. A renewal fee will be assessed.

Can I view my stop payment requests?
Yes. Select Online Banking when you are signed into City National Online, select the the Customer Service tab, and then select "View stopped checks."

When placing my stop payment request, I made a mistake. What should I do?
Contact a Client Service Specialist immediately at {{8007737100_client_contact}}.

I need to cancel my stop payment request. What should I do?
Contact a Client Service Specialist at {{8007737100_client_contact}}.

Can I stop an online bill payment with this feature?
No, you can only request a stop payment of a written check.

Support

Who can I contact for customer service?
For City National Online support, please contact our Client Service Center, 24 hours a day, 7 days a week for support. 

Who can I contact for Bill Pay support?
Contact us 24/7 at (800) 887-1290.

What if I forget my City National Online password or User ID?
You can contact us 24 hours a day, 7 days a week at {{8007737100_client_contact}} option 3, 1 (if after hours).

What if I forget my City National Online password or User ID?
Contact customer support 24 hours a day, 7 days a week at (800) 887-1290.

How do I request new and additional City National Online services?
If you are not yet enrolled in City National Online, enroll now.

If you are already using City National Online, contact a Client Services Specialist at (800) 887-1290. Or sign in to City National Online and select "My Profile" to send us a request.