Help & FAQs

Online Services

Online Banking


Enrollment

How do I enroll in Online Banking?

Be prepared to enter the following information:
  • Name
  • Social Security Number or Tax Identification Number
  • Date of Birth
  • Mailing Address
  • Phone Number
  • Driver’s License Number
  • Email Address
  • Mother’s Maiden Name

What are the system requirements for Online Banking?

For best performance, we recommend you use one of the following browsers and operating systems:
Browsers:
  • Microsoft Internet Explorer 8.0 or 9.0
  • Mozilla Firefox 4 or higher
  • Safari 5.1
  • Google Chrome
Operating Systems:
  • Windows XP
  • Windows Vista
  • Windows 7
  • Macintosh OS X
Other system requirements:
  • Cookies – session and permanent need to be enabled
  • Javascript needs to be enabled
  • Adobe Acrobat Reader version 9 or higher
  • Adobe Flash Player version 10 of higher

Logging In

I forgot my password?

There are 2 ways to reset your password:
  • Online: In the login box, click “Forgot Password?” and follow the instructions to reset your password.
  • Phone: Call customer service at 903-657-8521 or 1-877-566-2621.

I forgot my username?

  • Click here for login help or to have your username emailed to you.
  • Call customer service at 903-657-8521 or 1-877-566-2621.

Bill Pay

How do I sign up for Bill Pay?

  • If you are currently enrolled in Online Banking then just login and choose Bill Pay. From there fill out the registration form.
  • If you are not currently enrolled in Online Banking then enroll in Online Banking and choose to be enrolled in Bill Pay at the same time.

What are the system requirements for Bill Pay?

For best performance, we recommend you use one of the following supported browsers: 
  • Microsoft Internet Explorer 8.x or higher
  • Firefox 4 or higher
  • Safari 5.1
  • Google Chrome 8
For best performance, we recommend you use one of the following supported operating systems: 
  • Windows 7
  • Windows XP
  • Windows Vista
  • Macintosh OS X 10.5
  • Macintosh OS X 10.6

e-Statements

How do I sign up for e-Statements?

What are the system requirements for e-Statements?

You either need Microsoft Internet Explorer version 4.04 or higher or Netscape version 4.0 or higher as your browser. These free browsers can be downloaded by following these links:
In addition, you may need Adobe Acrobat Reader version 4.0 or higher, or a TIFF viewer, to view your documents. Below are links to the free downloads:

Can I still receive a paper statement?

  • No. Once you sign up for e-Statements you will no longer receive a paper statement.
  • However, you can obtain a paper copy of an e-Statement by printing it yourself or by requesting that we mail you a copy of a paper statement (a $5 fee applies per paper statement printed and delivered by CNB).

FinanceWorks

What is FinanceWorks?

FinanceWorks powered by Quicken is a free budgeting tool available inside CNB Online Banking that allows you to manage all your financial accounts in one place with a single login. Learn more.

How do I enroll in FinanceWorks?

  • You must first be enrolled in Online Banking. Click here to begin enrollment.
  • To enroll in FinanceWorks sign-in Online Banking. Then click on the FinanceWorks link, click the box to accept the agreement, and then click on the “Enter FinanceWorks” button.

Quicken & QuickBooks

How do I set up Quicken or QuickBooks to access my Citizens National Bank accounts?

  • For Quicken, a connection can be established by using your existing Online Banking login information.
  • For QuickBooks, a connection to CNB Online Banking must be made using Direct Connect. Click here for instructions.
  • Quicken & QuickBooks must be 2011-2013 versions.

Mobile Banking & Apps

Mobile & Tablet Apps

Can I enroll in Online Banking through CNB mobile or tablet apps?

At this time no, but this functionality is on the roadmap for CNB apps. Currently, you must register for Online Banking from a web browser; this includes mobile web browsers. Click here to register for Online Banking.

Are CNB mobile and tablet apps free?

CNB does not charge a fee to download or use our apps. But standard text message or data rates may apply from your service provider.

How secure are the mobile and tablet apps?

Our Mobile Web Banking service is secured using industry standard technologies (SSL, WTLS) and security certificates, with 128 bit encrypted communication. No personal or confidential information is stored on the device or in the banking apps.

On which devices are the apps available to download?

Currently we offer an iPhone® app, Android smartphone App and iPad® app. We do not currently offer an Android tablet app.

I made a deposit using mobile deposit through the iPhone® or Android App, when will that deposit be posted to my account?

On business days, deposits made before 4 PM CT will be deposited into your account the next business day. Deposits made after 4 PM CT will be deposited into your account in two business days. 

For example, if you make a deposit before 4 PM CT on a Monday (that is not a holiday), the check will be deposited into your account on Tuesday, the next day. If you made the deposit after 4 PM CT on a Monday (that is not a holiday), then the check will be deposited into your account on Wednesday.

How can I download the apps?

Click the links below for your device or scan the QR code below on any device and you will be directed to the proper app store.


Mobile Web Banking

How secure is Mobile Web Banking?

Our Mobile Web Banking service is secured using industry standard technologies (SSL, WTLS) and security certificates, with 128 bit encrypted communication. No personal or confidential information is stored on the mobile device or in the mobile Web banking application.

Will I be charged for Mobile Web Banking?

We won't charge you, but standard carrier fees for data usage may apply. Please check with your mobile phone carrier if you aren’t sure what fees apply when you send and receive text messages.

Will Mobile Web Banking work on my phone?

Yes it will, as long as you have an internet enabled mobile device. Please check with your mobile carrier if you are unsure.

Do I have to be registered for CNB Online Banking to use Mobile Web Banking?

ATM & Debit Cards

ATM & Debit Cards

How do I reset my PIN?

  • You can visit a CNB branch with your card and immediately change the PIN to one of your choosing.
  • You can request a new PIN be mailed to the address on your account.
  • Due to security reasons, CNB does not have access to your PIN.

How do I activate my new debit card?

  • Use your new card in a PIN based transaction
  • Call the number on the sticker on your new card
  • Call customer service at 903-657-8521 or 1-877-566-2621
  • Visit a CNB branch

Why is my card not working?

  • Card is not activated
  • Card is bent or cracked
  • Card strip is damaged
  • Card is suspended
  • Suspected fraud on the card

Can I use my card overseas?

  • Due to an increasing level of fraud, overseas transactions have been blocked. In order to use your card overseas please inform the bank by calling Customer Service at 903-657-8521 or 1-877-566-2621.

What are the daily purchase and cash withdrawal limits?

  • For debit cards the purchase limit is $2,000 and cash withdrawal limit is $1,005 a day.
  • ATM cards have a limit of $500 a day.

Can I get my limit raised?

  • Yes, your limit can be raised for 24 hours by calling Customer Service at 903-657-8521 or 1-877-566-2621.

There is a transaction on my card I did not do. What should I do?

  • Please call Customer Service at 903-657-8521 or 1-877-566-2621.

My card was charged double or for the wrong amount? What should I do?

  • First, attempt to have the merchant correct the issue. If no correction is made, please call Customer Service at 903-657-8521 or 1-877-566-2621.

I misplaced or lost my debit card, who do I call?

  • On nights, weekends, and holidays call 800-530-2265 to leave Customer Service a message.
  • During business hours call Customer Service at 903-657-8521 or 1-877-566-2621

Why do I have a $1.00 charge from a gas station, internet purchase, or other merchant when I spent more than that?

  • Some merchants process a $1.00 pre-authorization to make sure the card is valid; this could show as a pending item for several days but it will not post to the account.

Can my debit card be used to reserve a hotel room, rental car, etc?

  • You can use your debit card for reservations, but the merchant may tie up a larger amount of funds on your account until the reservation is complete.

I just opened a new account. How long until I get my debit card?

  • Debit cards can take 7-10 days to arrive.

Can I still make debit card purchases without my PIN?

  • Yes, just choose credit at the terminal and sign the receipt.

Are there any monthly or annual fees for my debit card?

  • There are no fees for having a debit card unless there is no activity for 60 days
  • The no activity fee is $1.00 per month

How do I find an ATM near me?

What are the non-CNB ATM fees?

  • For balance inquiries the fee is $0.75 and for withdrawals the fee is $1.50. The non-CNB ATM you used might charge a fee.
  • Several CNB checking accounts allow for a limited number of free non-CNB ATM transactions per month, click here to compare our checking accounts.

Can I place a stop pay on a debit card purchase or recurring payment?

  • No, transactions on debit cards, unlike credit cards, cannot be stopped since they are basically a cash transaction from your account.

Personal Accounts

Checking & Savings Accounts

How do I access my Max Checking Benefits?

Click here to access Max Checking Benefits online.

How can I find my ABA routing number?

The ABA (American Bankers Association) routing number, also known as a Routing & Transit Number (RTN) is at the bottom left of your check and usually is nine digits long. This number is used to identify the account holder's bank.
  • Citizens routing number is 111903151

When will my deposit be processed?

  • Deposits made prior to close of business at each branch will be processed on the same business day.
  • Transactions made on a non-business day (Saturdays and holidays) will be processed on the next business day.

How do I change my address?

During business hours call customer service at 903-657-8521 or 1-877-566-2621 or visit or call your local branch .

How do I set up direct deposit?

Contact your employer for their requirements or fill out this Authorization for Automatic (Direct) Deposit form and return to your employer

How do I set up a stop pay?

If you need a stop pay on an ACH or check (stops cannot be placed on debit card transactions):
  • During business hours call customer service at 903-657-8521 or 1-877-566-2621 or visit or call your local branch.
  • Stop pays on single checks can be placed through online banking

How do I transfer funds from my checking to my savings (or vice versa)?

  • In Online Banking click on “Account Transfers”
  • In the CNB iPhone®, iPad® and Android™ apps
  • Through CNB Text Message Banking
  • By calling the 24 Hour Automated System at 1-800-530-5303 (must fill out a Telephone Transfer Agreement to use this service, please visit your local branch for this form)
  • By calling Customer Service at 903-657-8521 or 1-877-566-2621

Is there a cost to transfer funds from checking to savings (or vice versa)?


Savings Accounts, CDs, & IRAs

What is an IRA?

IRA stands for Individual Retirement Account. IRAs come in two types: Traditional IRA & Roth IRA. If you and/or your spouse have earned income then you will more than likely qualify to contribute to an IRA. CNB IRAs are a fixed rate investment and are available for up to 60 months.

How can I renew my CD?

  • If you want to renew the CD at the same term then it will automatically renew and you do not need to do anything.
  • If you would like a different term for your CD then please call or visit your local branch .
  • If you would like to add funds to your CD during renewal then please visit your local branch .

How often can I withdraw from my savings account?

  • For Statement Savings you are allowed 2 withdrawals per month at no fee. There is a $2.00 fee for each additional withdrawal.
  • For the Money Market and Platinum Money Market accounts you are allowed up to 6 pre-authorized withdrawals per monthly statement cycle including telephone or electronic transfers, check or point-of-sale transactions. This limit does not apply to the number of withdrawals you can make at an ATM, by mail or at a CNB branch.

Android is a trademark of Google Inc.
iPhone® and iPad® are trademarks of Apple Inc.

Business Services

Business Debit Cards

How do I reset my PIN?

  • You can visit a CNB branch with your card and immediately change the PIN to one of your choosing
  • You can request a new PIN be mailed to the address on your account
  • Due to security reasons, CNB does not have access to your PIN

How do I activate my new debit card?

  • Use your new card in a PIN based transaction
  • Call the number on the sticker on your new card
  • Call customer service at 903-657-8521 or 1-877-566-2621
  • Visit a CNB branch

Why is my card not working?

  • Card is not activated
  • Card is bent or cracked
  • Card strip is damaged
  • Card is suspended
  • Suspected fraud on the card

I misplaced or lost my debit card, who do I call?

  • On nights, weekends, and holidays call 800-530-2265
  • During business hours call customer service at 903-657-8521 or 1-877-566-2621

Business Banking Online

What is Business Banking Online?

Business Banking Online is online banking which allows your business to quickly and easily perform many of your daily banking tasks while at your desk.

How can I sign-up for or learn more about Business Banking Online?


Quick Check Deposit

What equipment do I need to purchase?

  • None. Citizens National Bank will furnish all equipment necessary to make deposits from your office.

How many deposits can I make?

  • Unlimited.

What items can I deposit?

  • Any negotiable instruments excluding foreign items.

When will my deposit post to my account?

  • Deposits made by 7 PM on a business day will post that same business day.

How will items be returned to my account?

  • You will receive a copy of the check through the mail, which can be re-deposited for payment through QCD.

Do I need to retain the checks that I have deposited?

  • Yes. You should retain checks for at least 60 days in a secure location.

Is there a fee for this service?

  • There are no installation, set-up or initial training fees. Monthly charge may vary based upon activity and possible offset through account analysis.

Loans

Mortgages, Home Improvement & Home Equity

Can I apply for a mortgage online?

  • Yes, click here to access our mortgage website and to submit an application
Where can I locate the NMLS ID for Citizens National Bank or a CNB Lender?

Consumer & Commercial Loans

Can I apply for consumer and commercial loans online?

Consumer and commercial loan applications are available for download online. Once downloaded you can print and fill-out the application and bring it into one of our convenient branches.

Which loan is right for me?

For assistance with choosing a loan that best fits your needs, please call or visit one of our convenient branches.

What is Annual Percentage Rate (APR)? 

To make it easier for consumers to compare mortgage loan interest rates, the federal government developed a standard format called an "Annual Percentage Rate" or APR to provide an effective interest rate for comparison shopping purposes. Some of the costs that you pay at closing are factored into the APR for ease of comparison. Your actual monthly payments are based on the periodic interest rate, not the APR.

What is a credit score and how will my credit score affect my application?

A credit score is one of the pieces of information that we'll use to evaluate your application. Credit scores are based on information collected by credit bureaus and information reported each month by your creditors about the balances you owe and the timing of your payments. However, there are many other factors when making a loan decision and we never evaluate an application without looking at the total financial picture of a customer.

Will the inquiry about my credit affect my credit score?

An abundance of credit inquiries can sometimes affect your credit scores since it may indicate that your use of credit is increasing. But don't overreact! The data used to calculate your credit score doesn't include any mortgage or auto loan credit inquiries that are made within the 30 days prior to the score being calculated.

Text Banking

CNB Text Message Banking

How secure is Text Message Banking?

Our Text Message Banking service is secure and enrollment is completed behind the login of Online Banking. Text messages will never contain confidential information about you or your accounts, and will never contain full account numbers.

Will I be charged for Text Message Banking? 

We won’t charge you, but standard carrier fees for text messaging may apply. Please check with your mobile phone carrier if you have questions about any text message rates that may apply.

Is my phone compatible with Text Message Banking?

As long as you have text messaging enabled with your mobile carrier it will work on your cellphone. Please check with your mobile carrier if you are unsure.

Which carriers do you support?

Our Text Message Banking service works on all major mobile providers in the U.S. The following lists some, but not all, of the carriers that will work with this service:
  • AT&T
  • Alltel
  • Cellular One Dobson
  • Nextel
  • Sprint
  • T-Mobile
  • Unicel
  • US Cellular
  • Verizon Wireless
  • nTelos

How do I deactivate the Text Message Banking service?

You can text STOP to us on your activated cellphone, or you can return to the mobile banking page and click the Deactivate link next to your mobile device number. Your phone will no longer receive any text messages from us via Text Message Banking. You can add a new mobile phone at any time if you change your mind later.

Why do I need to verify my phone?

Verifying your phone is a one‐time step and is one way we ensure the security of mobile text messaging.

Where do I find my activation code?

During setup we will send you a text message with your activation code. If you have already submitted your mobile number during setup, please check your mobile device now. You should receive a text message with your activation code within a few minutes.

Can I come back later to enter my activation code?

Yes you can. If you experience difficulties, we recommend that you go through the setup process again to obtain a new code.

I still have not received my code, what do I do?

It might take several minutes to receive your code. If you feel you have waited long enough, you can click the Resend it link. Please check your mobile device shortly for a new text message. If you are still experiencing problems, be sure you entered in the correct mobile number during setup.

What is a primary text banking account?

Your primary account is the default account that we will use when you text BAL to us with the short code. You should select the one you will likely want to check most often. You can get all account balances by texting BAL ALL to the short code. The primary account is also the account that funds can be transferred into when you use the TRANS (transfer) function.

Can I get the balances of my other CNB accounts?

Yes. When you text "BAL ALL" to the short code, we will reply with a message containing the balances of all your checking, savings and any other accounts.

Can I change the primary account selection later?

Yes. Simply return to the mobile banking page and select another account from the primary text banking account drop‐down list.

What commands or keywords can be used?

Use any of the following commands/keywords:
  • BAL = Primary account balance
  • BAL ALL = All account balances
  • BAL CHK = Checking account balances
  • BAL SAV = Savings account balances
  • LAST = Last five transactions
  • TRANS $$$ = Transfer specified amount to primary account
  • STOP = Deactivate service
  • HELP = Help on keywords

Are keywords case sensitive?

No, keywords are not case sensitive. For example, you can type “help” or “HELP.”

What is the number I should use to send the keywords?

The short code is 454545. This short code will only work if you have activated the Text Message Banking Service.

How long does it take to get a text message?

You'll receive a text message response within a minute. Exact timing will depend on your mobile service carrier.

Is there any password needed for Text Message Banking?

You do not need a password to access your account information via text message.

I have a new mobile phone number. Can I change or add my number online? 

Yes. You first need to deactivate your previous cellphone number within the mobile banking page, or text STOP to us. Then click Activate on the mobile banking page and set up the new cellphone number.

Is it possible to stop the weekly account balance notifications?

Yes. Just go to the mobile banking page and click the weekly account balance notifications check box to deselect it, and then save your changes.

Can I get a text alert when my primary account balance falls below a certain amount?

Yes. First, go to the mobile banking page, select the low balance alert checkbox and select a dollar amount from the drop‐down field (e.g., $200). Thereafter, you will receive a low‐balance alert text whenever your primary account balance falls below this specified dollar amount.

Can I transfer funds into my primary account using my mobile phone?

Yes, if you have selected a “transfer source” account on the mobile banking page. Then, for example, texting TRANS 400 to the short code will transfer $400 to your primary account from the transfer source account. You will then receive a confirmation message with updated account balances for both accounts. Please be aware that you can only transfer funds into your primary account.

I share a joint account. Can I set up two mobile phones for the same primary account?

Yes. After you set up the first number, you can select the Activate another phone link on the mobile banking page and then complete the simple two‐step process.