Here are a few commonly asked questions we receive.
Jump to the topic you’re looking for by clicking the category name below:
- Debit Cards
- CentraNet! Self-Enrollment
- CentraNet! Bill Pay
- Mobile CentraNet!
- Identity Theft Prevention
- Express Deposit
- Merchant Services
Q: What is an ACH Credit Transaction?
A: An ACH Credit transaction transmits funds from your CNB account to another bank account for deposit. These include:
- Tax Payments
- Employee Expense Reimbursements
- Business to Business Payments
- Vendor Payments
Q: What is an ACH Debit Transaction?
A: An ACH Debit transaction debits funds from another bank account and deposits those funds into your account at CNB. These include:
- Accounts Receivable
- Charitable Donations
- Insurance Payments
- Business to Business Payments
Q: How do I create and send my ACH to CNB?
A: ACH files can be created using special software, payroll systems with ACH capability, or directly within CentraNet! Once created, files are then submitted through CentraNet! to CNB for processing.
Q: When will my ACH transaction be posted to the account I sent it to?
A: ACH files require you to specify an Effective Date. The Effective Date is the day you want the ACH transaction posted to an account. Once the ACH transaction is accepted by the receiving bank, it will be posted to the account on the Effective Date.
Q: I want to pay my employees by ACH. How do I determine what my employees’ account numbers are and who they bank with?
A: An ACH Authorization Form for Direct Deposits should be distributed by the company to employees. The form enables the company to send ACH deposits to the employees account. Employees will be asked to provide a voided check, their bank routing number, and account number. CNB Treasury Management will be happy to provide you with a sample Authorization Form that can be customized by your company.
Q: My employee has given me a deposit slip with the Authorization Form. Will that work?
A: No. Deposit tickets should not be used for ACH purposes. They have internal bank information on them that will not process through the ACH network.
Q: Is there a way to check the ACH bank information given to me before sending funds?
A: Yes, by sending a Prenote file. A Prenote is similar to a standard ACH transaction but has no dollar value associated with it. When a Prenote is sent, only the bank information is submitted to the receiving bank. The receiving bank will notify CNB of any corrections. It is recommended that a Prenote be sent 6 days before a live ACH in order to have the time to make any corrections before sending funds.
Q: How will I know if an ACH transaction that our company sends is returned to us?
A: Treasury Management will notify you the same day an ACH transaction is returned, along with the receiving bank’s reason for returning the item.
Q: My debit card has been lost or stolen.
A: Please call 1-866-298-0073 immediately. Your call will either be answered by a debit card representative or The Informant. If The Informant answers, please choose Option 7 from the automated menu and proceed with deactivating your card.
Q: My debit card was declined due to NSF.
A: There are pending transactions causing your Available Balance to be less than the amount you’re requesting. You may 1) request an amount less than your Available Balance, 2) Transfer funds from another account via CentraNet!, Mobile CentraNet!, The Informant (254-751-3750), or by calling a CNB representative (254-776-3800) – these funds will be immediately available, or 3) make a deposit to the account at any CNB location.
Q: My debit card was declined due to invalid PIN.
A: We do not have access to your PIN. Please take a moment to recall if you have changed your PIN recently before trying again. If you have three invalid PIN entries, you will be locked out of the system. If this happens, please visit any Central National Bank location to reset your PIN.
Q: There is a debit to my account for an amount different from what I authorized.
A: It is probable that the charge is a pre-authorization. If the charge is from a place you have not visited or for an unreasonable amount, please contact your account officer or one of our debit card representatives at 254-776-3800 or firstname.lastname@example.org.
Q: There is a debit to my account that I did not authorize.
A: During business hours, please contact your account officer or one of our debit card representatives at 254-776-3800 or email@example.com. If it is after hours, a weekend, or holiday, and you suspect fraudulent activity, please call The Informant (254-751-3750, Option 7, Report Lost or Stolen Card) to deactivate your card and prevent further fraudulent activity. A bank representative will contact you on the next business day.
Q: What is the $1 debit to my account?
A: Some merchants, primarily gas stations / convenience stores, will do a small pre-authorization to determine if the card is valid. It will be removed from your account once the actual transaction is processed or in three days, whichever is sooner.
Q: How can I change my Personal Identification Number (PIN)?
A: PINs can be changed at any Central National Bank ATM or in person at any Central National Bank location.
Q: When I try to log in to CentraNet!, it gives me the following message: “Invalid CentraNet! ID or PIN”.
A: Please take a moment to recall your ID and PIN and reenter them carefully, remembering that they are case sensitive. If you cannot remember your ID or PIN, please call us at 254-776-3800 to reset your account. Three invalid attempts will result in your account being locked (please refer to the question below).
Q: When I try to log in to CentraNet! it says my account has been locked.
A: Our system allows you three attempts to enter the correct PIN; after that, it will automatically lock your account. Please contact us at 254-776-3800 or firstname.lastname@example.org to reset your PIN. If you have a Personal Question set up under “Options” and “Personal” you can reset your own PIN by clicking on “Reset Password”. You will be asked to enter your CentraNet! ID, email address, and preferred subject of the email you will receive. Once entered, you will receive an email with a link to your Personal Question. If answered correctly (it is case sensitive), the system will reset your PIN.
The system resets your PIN to the last four digits of the primary account holder’s social security number. At this point, you would enter the login id that you have always used, along with the last four digits of that SSN. It will then prompt you to enter the current PIN (last 4 of SSN) and then a new PIN. This is one that you will create. Finally, you will reenter the new PIN to confirm it.
Q: When I try to log in it tells me that my account is dormant.
A: This message is referring to your CentraNet! access, not your actual account here at CNB. In order to keep your CentraNet! account current, you must log in at least once every 90 days. If you receive the message, please contact us at 254-776-3800 or email@example.com.
Q: Will transfers that I do today on CentraNet! be effective immediately?
A: As soon as you complete a transfer, it will be included in your Available Balance and can be accessed by you via CentraNet!, your debit card, a teller, etc.
Q: What is the difference between my Available Funds, Current Balance, and the Balance reflected on my Transaction History?
A: Your Current Balance is your Balance at the end of the previous business day. Your Balance is your Current Balance plus any pending transactions. Your Available Funds is your Balance plus any availability on your Overdraft Limit or BankLine. Pending transactions can include a deposit , loan payment, or other debit made via a CNB representative, ACH, CentraNet!, The Informant, ATM, debit card, etc.
Q: How can I change my CentraNet! ID?
A: Click on “Options”. In the “Personal ID” field, enter your desired ID, and click “Submit”.
Q: Who can use CentraNet! Self-Enrollment?
A: CNB customers with personal accounts that are not currently enrolled in CentraNet!.
Q: What information will I need?
A: You will need the following to enroll:
- Your CNB account number
- Social security number
- The email address on file with us
- Date of birth
Q: An Enrollment Failed message was received, what should I do?
A: You can either try to self-enroll again or contact a CNB representative for help. If attempting the Self-Enrollment process an additional time, please verify that your information is typed correctly before submitting. For assistance, contact a CNB representative at (254) 751-3709, toll free (888) 262-9226 or firstname.lastname@example.org
Q: The system said a Verification Email was sent but I didn’t receive it.
A: Check your email’s junk or spam folder to see if your email provider delivered it there instead of the inbox.
Q: What happens if I don’t click the link in the email?
A: Self-Enrollment will not be completed unless the verification link is clicked in the email. The email link will expire one hour after being sent. If the link does expire, the Self-Enrollment process can be started again from the beginning.
Q: Once Self-Enrollment is completed, can I log in right away?
A: Yes. You will receive a CentraNet! ID and log in information in the last step of Self-Enrollment. The sign in information is active and will give you immediate access to CentraNet!.
Q: Can I reset my CentraNet! pin using Self-Enrollment?
A: No. Existing CentraNet! users should use the Pin Reset option (this function requires previous set up in CentraNet!), or contact a Customer Service representative at (254) 751-3709, toll free (888) 262-9226 or email@example.com for assistance.
Q: I have a business account at CNB, can I use Self-Enrollment?
A: Online Self-Enrollment only works with personal accounts. Business customers can be set up with CentraNet! by contacting a Treasury Management representative at (254) 776-3800, toll free (888) 262-9226 or firstname.lastname@example.org .
Q: How can I add bill pay to my CentraNet! online banking?
A: Depending when your CentraNet! account first began; there are two possible ways to add bill pay. If your CentraNet! was opened:
- After April 2012: Click the Bill Pay menu tab in CentraNet! and the system will prompt you through several screens to add bill pay.
- Before April 2012: Contact a CNB representative at (254) 751-3709, toll free (888) 262-9226 or email@example.com and we will add bill pay to your existing CentraNet! for you.
Q: Are there any fees for using bill pay?
A: CNB provides bill pay as part of CentraNet! online banking and there are no fees charged for this service.
Q: What types of mobile devices can I use to access Mobile CentraNet!?
A: Mobile CentraNet! works with any web-enabled mobile device whose network allows secure SSL traffic.
Q: What options are available with Mobile CentraNet!?
A: With the web application, you can:
- View account balances and 15 days of history for enrolled accounts
- Transfer funds between enrolled accounts.
- Pay bills to existing payees
- View alerts
With the text application, you can retrieve account balances and the last 4 transactions for enrolled accounts.
Q: How do I know if my transfer or bill payment was entered successfully?
A: Each time you make a transfer or bill payment, a confirmation SMS text message will be sent to your registered mobile device. If you do not receive a confirmation text message, please check to make sure your transaction went through. If the transaction is not there, you can attempt the transaction again or contact us at 254-776-3800.
Q: What happens if I lose my mobile device or get a new phone?
A: Since your account data is not stored on your mobile device, your information cannot be stolen. If you simply get a new phone but are using the same phone number and wireless provider, no action is required. If you switch providers and/or phone numbers, log in to your regular CentraNet! account to update your information on the Options>Mobile Settings pages. You will not receive SMS text messages to confirm mobile banking transactions if your phone number is not correct.
Q: How do I send a bill payment to a new Payee?
A: You must add the new Payee through your regular CentraNet! account. You can then send payments to the new Payee using your mobile device.
Q: What happens if I lose communication / signal during a transaction?
A: Each time you make a transfer or bill payment, a confirmation SMS text message will be sent to your mobile device. If you do not receive a confirmation text message, please check to make sure your transaction went through.
Q: How can I search for a transaction?
A:You will not be able to search for a transaction from your mobile device, but you will be able to view 15 days of transaction history through the web application or the last 4 transactions through the text application.
Q: Can I log in to Mobile CentraNet! using any mobile device?
A: Yes, you can access the Web application of Mobile CentraNet! using any mobile device that is web-enabled and allows secure SSL traffic. However, SMS text messages will be sent only to the number you entered when enrolling.
Q: How do I delete a Bill Payment that I set up on Mobile CentraNet!
A: You must log in to your regular CentraNet! account to delete the Bill Payment.
Q: When I try to enter an amount for a bill payment or transfer, I can’t enter any numbers, only letters.
A: Check the settings of your mobile device to be sure you don’t have “alpha-only” enabled on the keypad.
Q: I have enrolled for the Text application of Mobile CentraNet! and used it successfully before, but now it is not working.
A: If you have made any changes to your settings – changed phone numbers, added or deleted enrolled accounts, changed account short names, etc. – you must confirm the changes by texting the validation code displayed on the Mobile Text Settings page to 89549.
Q: What if I can’t get my mobile device to work with Mobile CentraNet!
A: To use Mobile CentraNet!, your phone will need to meet the following minimum requirements:
- You must first enroll through your regular CentraNet! account before you can gain access on your mobile device.
- Your mobile device must be web enabled.
- Your mobile network must allow secure SSL traffic. (You may need to contact your wireless provider to determine this.)
Q: How secure are e-Statements?
A: e-Statements are password protected and contain no more information than is on a paper statement or check, which pass through many hands and are subject to being stolen from your mailbox or trash. Therefore, e-Statements are as safe as, if not safer than, paper statements.
Q: What is the difference between a home improvement and a home equity loan?
A: A home improvement loan can only be used for improvements to your home and those improvements must be handled by an independent general contractor. A home equity loan can be used for any purpose and can be funded to you.
Q: How can I protect myself from identity theft?
A: Two of the best things you can do to protect yourself from identity theft and other types of fraud are to use Internet banking to review your account transactions frequently and to monitor your credit report throughout the year. The sooner you detect and report fraud, the less your liability and the easier it will be to correct. To sign up for CentraNet! Click Here. You are entitled to a free credit report annually from each of the three credit reporting agencies. If you order a credit report from a different agency every four months, you will be able to monitor your credit throughout the year for free. To order, visit www.annualcreditreport.com.
Q: What are the system requirements?
- The bank will provide a single feed or multiple feed scanner.
- Broadband or an equivalent Internet Connection.
- Microsoft Windows 2000, Windows XP, Windows Vista (32 –Bit Operating System is supported) or Windows 7.
Q: How do I access the Express Deposit System?
A: Express Deposit is a service that is accessed through a secure online system. The Treasury Management Department will assist you with the program installation and setup.
Q: What do I do with the original checks once they have been scanned?
A: Central National Bank requires you to retain the original check for a minimum of 30 days. The checks must be stored in a secured location and properly destroyed after the required retention period.
Q: What is the cut off time for same day processing?
A: Central National Bank must received online deposits by 6 pm CST. Funds are available to your account the next business day and are subject to the Bank’s Funds Availability Policy.
Q: How many deposits can I make per day?
A: There is no limit on the number of deposits that can be made per day.
Q: How many accounts may I access online?
A: This service will allow you to electronically transmit deposits to any of your Central National Bank Accounts.
Q: What is required to open a CNB merchant account?
A: A CNB business checking account is required and will be used for merchant account deposits and fees.
Q: What are the rates and fees for a merchant account?
A: Rates and fees vary according to the type of business and the volume of sales. Contact a Treasury Management representative for an evaluation and a quote on processing fees and rates.
Q: How long does it take to open a merchant account?
A: Merchant accounts go through an application and approval process. Once the completed application and supporting documents are submitted, you should be ready to begin accepting card payments within 7 business days.
Q: Can I buy a credit card terminal through CNB?
A: Yes, we have many card terminals to choose from depending on your business requirements. These include wireless or multi-user terminals, with or without debit card keypads.
Q: Do I have to have terminal equipment to accept card payments?
A: A terminal is not necessary to accept card payments and other processing options are available through CNB. In addition to the standard type of terminal equipment, we also offer virtual terminals that can be accessed by a PC, internet web site shopping carts, and solutions that can be integrated with a POS system.