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Verified by Visa FAQ

General Questions

Registering Your Card

Using Verified by Visa

Customer Service

General questions

Q: What is the Verified by Visa service?
A:
Verified by Visa is a service offered by City National Bank in partnership with Visa. Verified by Visa provides a way to password-protect Check Card usage on the Internet.

Q: What other protections do I have when I shop online?
A:
You are still afforded the same consumer protections available to you when you shop in person, including Visa's Zero Liability.

Q: If my purchases are already protected, why do I need Verified by Visa?
A:
The Zero Liability guarantee helps protect you from unauthorized charges in the event that an error or fraud takes place. Verified by Visa can actually prevent fraud before it happens. Because you are the only person who knows your Verified by Visa password, only you can make online purchases from participating Verified by Visa merchants .

Q: Will I need to apply for a new City National Bank Visa Check Card to use Verified by Visa?
A:
No. Verified by Visa is designed to protect the Visa card(s) that you already have.

Q: How many merchants participate in the Verified by Visa service?
A:
Many top merchants are already participating in the service. As the Verified by Visa service grows, dozens more will be added. See the list of participating merchants .

Q: How much does Verified by Visa cost?
A:
Verified by Visa is free to City National Bank Visa Check Card clients.

Q: How do I know that my information will be kept private?
A:
City National Bank recognizes our obligation to keep information about you secure and confidential. It's important for you to know that, unlike many other financial institutions, we do not sell or share client information with marketers outside the City National Bank family of companies. To learn more, check out our Privacy and Security information.

Q: Is Verified by Visa easy to use?
A:
Verified by Visa is quick and easy to use. When you submit an order in a participating online merchant you'll be asked for your Verified by Visa password. Simply enter your password, choose Submit, and you're done.

Q: What browser do I need to use for Verified by Visa?
A:
Verified by Visa requires Microsoft Internet Explorer version 4.01 and above, Netscape Navigator 4.0 and above, or America Online 5.x and above.

Q: Can I use Verified by Visa from any computer?
A:
Yes. One of the great advantages of Verified by Visa is that you can use it from any computer connected to the Web.

Registering Your Card

Q: What cards can I register with Verified by Visa?
A:
You can register any of your City National Bank Personal Visa Check Cards. The Verified by Visa service is not available to Business Visa Check Cards or City National Visa Credit Cards at this time.

Q: Can I register more than one City National Bank Personal Visa Check Card?
A:
Yes. You can register any or all of your City National Bank Personal Visa Check Cards.

Q: Can I register a Check Card that is not issued by City National Bank (AMEX, Discover, Citibank)?
A:
City National Bank Verified by Visa service is only available for City National Bank Personal Visa Check Cards.

Q: Can my Verified by Visa password be the same as my Online Banking password?
A:
You can set your Verified by Visa password to whatever you wish. Keep in mind that consolidating passwords may be more convenient, but can also be less secure. It is your responsibility to protect your passwords. A secure password should be something that is easy for you to remember but difficult for someone else to guess. Never write down your password in a place that could be easily located or share your password with others. You may even choose to change your password periodically.

Q: What is a Personal Message?
A:
You create your Personal Message as the last step in your Verified by Visa registration. When you pay online, always look for your Personal Message before you enter your password to ensure that you're using the authentic Verified by Visa service.

Q: Can I set my Personal Message to be the same as my password?
A:
Your Personal Message and your password must not be the same to ensure your security.

Q: Why do you require personal information such as my Social Security Number during registration?
A:
We need to ensure that only the rightful owner of the Visa card is able to register for Verified by Visa. By providing this personal information you help us verify your identity.

Q: What is the Signature Panel Code?
A:
A Signature Panel Code is a 3-digit number printed on the signature stripe on the back of your Visa card just after the account number. The Signature Panel Code uniquely identifies the card issued to a cardholder. This is another measure to safeguard your card. City National Bank matches the card verification code against its own records to help verify that the person registering for the service is in physical possession of the card.

Using Verified by Visa

Q: How will I shop with Verified by Visa?
A:
When you pay with your City National Bank Visa Check Card, the Verified by Visa service will automatically be extended to you at participating online stores. For more information on shopping with Verified by Visa, view our demo.

Q: Where will I be able to shop using Verified by Visa?
A:
You can shop at any online store that has the Verified by Visa symbol. The list of participating stores is growing all the time, so be sure to look at our list of participating online stores for the latest updates.

View an up-to-date listing of participating Verified by Visa merchants.

Q: Because I have registered my City National Bank Visa Check Card with the Verified by Visa service, does this mean that I can only make purchases at Verified by Visa merchants?
A:
You are not limited to shopping only at participating Verified by Visa merchants. Your City National Bank Visa Check Card can be used to make purchases at any online merchant that honors Visa.

Q: How soon after completing my online registration can I begin to use the Verified by Visa service to make online purchases?
A:
The service is activated as soon as you receive confirmation of your registration. You can immediately go shopping at a participating Verified by Visa merchant. At checkout you will see the Verified by Visa window prompting you for your password.

Q: What will happen when I go to pay online?
A:
When you finish shopping at a participating Verified by Visa merchant, proceed to the merchant's checkout page. After you enter your registered City National Bank Visa Check Card number and submit your purchase, your Verified by Visa Payment Window will appear. First, look for your Personal Message. Then, enter your password and choose Submit.

Q: Once I sign up for Verified by Visa, will I enter my password wherever I shop?
A:
You'll enter your Verified by Visa password only when making a purchase at a participating online merchant.

Q: I made an online purchase, but the Verified by Visa window did not appear. What's wrong?
A:
First, check to make sure that the card you used for the purchase is one that you have registered with the City National Bank Verified by Visa service. Second, determine whether the merchant is a participating Verified by Visa merchant. The merchant must be participating in the Verified by Visa service in order for the window to appear.

Q: What happens if I try to make a purchase at a merchant that doesn't participate in the Verified by Visa service?
A:
The only difference is that you will not see the Visa Payment Window prompting for your password - the purchase will proceed just as it did before you registered your card with Verified by Visa. Of course, by shopping at participating Verified by Visa merchants you have the extra security of confirming your identity with your password.

Q: What happens when my City National Bank Visa Check Card expires? Does the service roll over to the new card or must I re-register?
A:
When you are re-issued a new City National Bank Visa Check Card, the Verified by Visa service is automatically updated with the new card information. You do not need to re-register in the service.

Q: What happens if I cancel my City National Bank Visa Check Card and then get a new one with a different account number?
A:
You will need to register the new card for the Verified by Visa service.

Customer Service

Q: Can I change my password?
A:
You can change your password at any time by logging into the Verified By Visa Web site and accessing the Personal Account Manager functions or contact City National Bank for assistance at (800) 773-7100 , Monday through Thursday, 7 a.m. - 5:30 p.m. and Friday 7 a.m. - 6 p.m PST.

Q: What if I forget my password?
A:
For your protection you are offered three attempts to enter your password before your password is suspended. By selecting 'Forgot Password' and correctly answering the secret questions you set up during enrollment, you can choose a new password. If you are still having trouble contact us to have your password reset.

Q: How do I change the e-mail address I have selected for use with Verified by Visa correspondence?
A:
Log in to the Verified by Visa Web site and access the Personal Account Manager functions. Choose Manage your Profile and Update your E-mail . Your current e-mail address will be displayed. Enter your new e-mail address; choose next, and a message confirming the e-mail address change will display.

Q: What happens if my card is lost or stolen? Do I have to re-register with the Verified by Visa service when I receive a new card?
A:
If your card is lost or stolen, you should immediately call the customer service number on your checking account statement and have a new card issued. Since you have registered your card with Verified by Visa, you have reduced the chance for online fraud on your card. You will be required to re-register your new card number, and the new card number will be associated with your existing Verified by Visa profile.

Q: What happens if I suspect that someone has stolen or guessed my password?
A:
If your password is compromised, log in to Verified By Visa Web site or contact City National Bank at (800) 773-7100 , Monday through Thursday or Friday 7 a.m. - 6 p.m. PST. If you also feel that your card number has been compromised and may be used fraudulently, you should immediately call the customer service number on your checking account statement.

Q: Whom do I call if I have a question about a specific purchase that used the Verified by Visa service?
A:
For questions concerning purchases, call the "lost or stolen" number on the back of the card you used to make the purchase or the customer service number listed on your billing statement.

Q: Whom should I call if the goods I purchase using the Verified by Visa service do not arrive, are damaged, or are unsatisfactory?
A:
Your first attempt to correct the problem should be to contact the merchant with whom you placed the order. Almost all online merchants have return policies and instructions posted on their Web sites. Customer service phone numbers and e-mail addresses are also easily accessible on the merchant's site. Most online merchants will do their best to correct the problem in a timely manner. If the merchant fails to resolve the issue, you can dispute a transaction according to the terms and conditions of the Check Card you used to make the purchase.

Q: How can I deactivate this service?
A:
Log in to the Verified by Visa Web site and access the Personal Account Manager functions. Choose Manage your profile. In the Manage your Profile page that appears, choose Deactivate Verified by Visa Service. Then place a check next to the cards you wish to deactivate and confirm. A confirmation message will be sent to your e-mail address acknowledging the deactivation of your service.

Q: What do I do if I wish to reactivate my Verified by Visa service?
A:
Log in to the Verified by Visa Web site and access the Personal Account Manager functions. Choose Manage Your Profile. In the Manage Your Profile page that appears, choose Reactivate Verified by Visa Service. Then place a check next the cards you wish to reactivate and confirm. A confirmation message will be sent to your e-mail address acknowledging the reactivation of your service.

Q: If I cancel this service and want to re-register at a later time with a different City National Bank Visa Check Card number, is there a fee?
A:
There is no fee for registering a new Check Card with City National Bank's Verified by Visa service. And even if you don't use a particular City National Bank Visa Check Card to shop online, you may still want to register it with Verified by Visa. Registering your cards with the Verified by Visa service helps protect your City National Bank Visa Check Cards against online fraud.