FAQs

Frequently Asked Questions

View questions about:

  • All
  • Business Banking
  • Chip Card
  • Personal Banking
  • eDocuments
  • Mobile Banking
  • Enhanced Account Protection (EAP)
  • Consumer Online Banking
  • Wire Transfer
  • Deposit Accounts
  • SCRA
  • Treasury Mobile Banking
  • Beneficial Ownership
  • Dual Authorization
  • Factoring
  • AmaZing Rewards
  • Credit Cards
  • Business Online Banking
  • OnCard
  • FDIC
  • Bank Information
  • Zelle

  • Why the change to chip cards?

    The move to chip cards is intended to reduce fraud in the card payment system and to increase international acceptance of cards issued by U.S. issuers.

    While magnetic stripe technology can usually be used in countries where EMV is prominent, some merchants now require customers to use a chip card.

  • Can chip cards be used at contactless POS terminals?

    No. Currently we do not plan to issue contactless chip cards. Chip cards will need to be inserted in a chip terminal.  If you have a contactless card, that feature will end when your card is replaced by a chip card.

  • Can I use my existing PIN with my chip card?

    For credit cards, your existing PIN can be used for ATM-based transactions only. For debit cards, you can continue to use your regular PIN at chip terminals that support PIN entry.

  • What type of fraud prevention is available with my card?

    We take card security very seriously and have sophisticated fraud detection services in place:

    • 24/7 Fraud Monitoring – We always monitor your accounts for suspicious activity and attempt to contact you when we see something out of the ordinary. To ensure the best possible service, you should maintain accurate contact information with the bank and take advantage of our other fraud fighting tools like Mobile Card Fraud Alerts and Purchase Alerts.
    • Mobile Card Fraud Alerts1 – You can receive near real-time alerts of potentially fraudulent card activity on your mobile device or by email. Enrollment is available through Online Banking.
    • Purchase Alerts®2 – You can receive one-way text notifications on certain purchases. Enroll by logging in to Online Banking, navigating to the “Services” tab, and selecting “Purchase Alerts.”
    • Zero Liability®3 – Protects personal and small business customers against unauthorized transactions made with their Visa credit or debit card. Please visit www.visa.com for further details.

    These services will remain available for use with your chip card. The chip will simply provide an additional layer of security.

  • What is EMV?

    EMV is an acronym that stands for Europay, MasterCard® and Visa®. They are the founding companies for chip card technology. EMV is a payment application that resides in a computer chip embedded in a credit or debit card. The application specifications were developed by Europay, MasterCard®, and Visa® in order to help fight fraud. The specifications define a set of requirements that ensure compatibility between payment chip cards and card terminals.

    The term “EMV” and “chip card” are interchangeable.

    EMV has been widely used in Europe for many years, and the U.S. card issuers are now taking steps to make EMV the standard payment application for enhanced card security. The adoption of EMV will require financial institutions, payment networks, card issuers, payment processors, and businesses to make substantial changes to card issuing, transaction authorization and related processes as well as point-of-sale and/or ATM equipment.

  • Will I still be required to sign for my credit card purchase?

    If prompted by the chip terminal to do so, you will be required to sign for credit card purchases. Some merchants, however, do not have customer’s sign their receipt if the sale is below a certain amount.

    For debit cards, you have the choice of signing or using your PIN if the merchant’s terminal supports PIN entry.

  • Can I use my chip card at an ATM?

    Yes. At ATMs that are not chip-enabled, the transaction will be processed using your card’s magnetic stripe technology in combination with your PIN. At ATMs equipped with chip readers, the transaction will be processed using the chip technology in combination with your PIN.

  • How do chip cards work?

    During a payment transaction, the chip performs cryptographic processing by assigning a unique code to each transaction. This helps prevent the transaction data from being fraudulently reused. Chip processing takes place only when the card is used at a chip-activated terminal.

    A chip terminal is a point-of-sale (POS) device or ATM that is able to process chip transactions. Instead of swiping your card, you insert it in a chip terminal and leave it in the terminal until the transaction is complete. If a merchant does not have a chip terminal or if their chip terminal is not yet activated, transactions will be processed by swiping the card’s magnetic stripe just as they are processed today.

    Make sure you remove your card from the terminal before leaving the merchant’s premises! This is a common challenge people face when getting used to using a chip card.

  • Is my card considered “chip and signature” or “chip and PIN”?

    Both “chip and signature” and “chip and PIN” refer to the way a card is authenticated at the terminal. Your card will be authenticated using chip and signature. Chip and signature offers the same cryptographic security as chip and PIN.

    While most of the banks in Europe chose chip and PIN authentication, the US market has leaned toward chip and signature in an effort to ease transition by maintaining the current experience of signing receipts. We expect our customers will also appreciate not having to remember a separate PIN in order to complete their transaction. The terminal recognizes that the card is chip and signature and won’t prompt for a PIN, even if it’s used in Europe.

  • When are new tax documents available to view?

    eTax Documents will be made available within Online Banking on or before the IRS required deadline. We will notify you by email when an eTax Document is available for viewing. Please see IRS.gov for applicable tax form deadlines.

  • What can I do to help protect my personal information?

    To help protect your accounts or sensitive information when using Mobile or Online Banking, we recommend the following:

    • Never give out your User ID or Password
    • Choose Passwords that would not be easy for others to guess. This includes information that could be found on social or public sites, such as your name, a family member name, your phone number, birthday, or the name of your pet.
    • Establish a Password or Passcode to access your mobile device. A device Password or Passcode will lock your device after it has been idle for a set period of time - preventing access by others who are not authorized.
    • Avoid using public Wi-Fi when using Mobile or Online Banking.

  • Why should I keep my Mobile Banking app and my mobile device operating system updated?

    We regularly release new Mobile Banking features and services that may be available only by updating your mobile app and/or your mobile device's operating system to the latest version. 

  • What can I do to make sure my financial information stays secure?

    You can help safeguard your information with the following practices:

    • Protect your password. Your password is the only way to get access into your account, so keep it secure.
    • Do not leave your computer unattended with your personal banking session open. While there is an automatic timed log out if there is no activity, your information will be more secure if you exit your online banking before leaving your PC.
    • Click Exit when you are finished with your online banking rather than just closing your browser, or going to another web page. Use the Exit button to make sure someone else cannot access your information after you leave. If there has been no activity for a few minutes, you will be automatically logged out, but it is better practice to exit the session first.
    • Do not put sensitive account-related information in regular e-mail. E-mail is not secure. Unlike e-mail, the Messages area of Personal Banking is a secure channel. If you have an account-related issue, create a message within the Messages area of Personal Banking.
    • Upgrade your computer to keep your virus protection software up to date.

  • How do I schedule recurring transfers or transfers for a future date?

    From the Transfers tab, select Create Transfer from the sub-menu or by clicking the Create Transfer link to the right of the Transfers panel.

    • To create a transfer for a future date, click on the calendar icon next to the date. After you have entered your preferred future date, the From and To accounts, and the transfer amount, click the Preview button.
    • To schedule a recurring transfer, click the checkbox next to Make This a Recurring Transfer. Select the frequency (Every Week, Every Two Weeks, or Monthly) from the dropdown menu. You can also select the number of transfer occurrences or click the checkbox next to no end to continue the transfer ongoing.

  • Where can I find the Wire Application and Agreement for Online Banking?

    The agreement can be found in Online Banking. Look under the Payments tab, then click on the Wire Application link. Or, look under the Services tab in the Account Services section. The Wire Application for Online Banking is also located in the Agreement Center of the bank website.

  • What notices are available online?

    The following notices are available through our eNotices service. You will be notified by email when a notice is generated.

    • eNotices
    • NSF Notice – Non-Sufficient Funds Notice
    • Commercial Loan Statement
    • CD Interest Credited
    • Overdrawn Letter
    • Home Equity Credit Line Statement
    • CD Certificate Renewal Notice
    • Certificate of Deposit (CD) Renewal Confirmation
    • Consumer Loan Statement
    • DDA Dormant Letter
    • IRA Statement
    • CD Advice of Credit
    • CD Retirement Plan Renewal Notice
    • Loan Payment Billing Statement
    • Final Loan Payment Billing Statement

  • What if I enter the wrong check number on a stop payment request?

    Provide as many details as possible with your stop payment request. This will help us catch inconsistencies or possible errors. If you receive a confirmation number for a request that you discover is incorrect, contact us immediately to see what actions are available to you.

  • Does Touch ID prevent other users from getting into my account?

    Enabling Touch ID for mobile banking will grant access and full mobile banking functionality to any person whose fingerprints are saved on your device. We strongly recommend against enabling Touch ID if anyone else has or might gain access to your device and its security password.

  • Why can I see only some of the tax documents I'm expecting online?

    Only IRS forms are covered under the eTax Document service. Any state tax forms the Bank is required to furnish you are not available for electronic delivery. Paper versions of these forms will continue to be mailed to you through U.S. mail.

    Tax forms for which Internal Revenue Service reporting thresholds are not met will not be created, and will not be available through online banking. (For example, checking account customers with aggregated interest amounts lower than $10.00 will not receive a tax statement. Please see IRS.gov for the various form reporting thresholds.)  Not all account types are eligible for eTax Documents, and not all IRS forms are supported by the eTax Documents service. Eligible account types and supported forms may change without prior notice. However, for any account or form that is not supported or no longer supported by the eTax Documents service, you will be mailed a paper tax document. And, for any account or form that becomes supported, you will receive an email notifying you when your tax document is available to be accessed in Online Banking.

  • What is Enhanced Account Protection (EAP), who must use it, and why is it needed?

    To use the Online Banking wires service, you must enroll in Enhanced Account Protection (1) if you are a business that does not use Dual Authorization, or (2) if you are a consumer. EAP is a free internal security tool for wire transfers and certain other types of Online Banking transactions. When your account is first enabled for wire transfers, you will be prompted to enroll in EAP the next time you login to Online Banking (unless you are a business with Dual Authorization).

  • How do I deposit a check?
    • You can deposit a check to your eligible accounts by following these simple steps:
    • Endorse the back of the check with your signature and add the words "For BANK Mobile Deposit Only".
    • Sign in to Mobile Banking and select "Check Deposit" from the main menu.
    • Make sure your check is placed on a dark, well-lit, flat surface. Tap the camera icon in the viewfinder to take the picture. If the preview looks correct, select the checkmark button.
    • After all the required fields are complete, select the "Continue" button.
    • Review your entries and submit your check deposit request.

  • Where can I find the wires functionality in Online Banking?

    Wire transfer functionality can be found in Online Banking under the Payments tab. If this functionality is not enabled, you will see a Wire Application link under the Tab menu.

  • I have linked other accounts to my Online Banking profile. Will I see those tax forms?

    Enrollment for eTax Documents only applies to the Tax ID or SSN associated to the online banking profile. To access online tax documents for the Tax ID of "linked" business or personal accounts, you must log in under those other customer profiles.

    For example, if "Company A" has a Business Online Banking profile, and you have linked your personal accounts to Company A's Business Online Banking profile, you will only be able to access the tax documents for "Company A" and not any personal tax documents. Personal tax documents will continue to be sent via paper unless you enroll in eTax Documents through your personal Online Banking profile. Even after personal enrollment, personal eTax Documents will only be displayed in your personal Online Banking and not in Company A's Business Online Banking.

  • What is an external account?

    External Transfers allow you to transfer money to or from your CB&T account to an account you own at another financial institution.

    Note: Please allow 1–2 business days for the transaction to process at your other financial institution.

  • Where can I see check, deposit, or withdrawal slip images?

    To view transaction images, click on your account in account balances from the My bank page—or select activity under the accounts tab. Make sure you are viewing the correct account in the selection menu. Once you locate the transaction, click on the link in the Transaction column to view an image of the item. If an image is available, there will be an orange check image next to the transaction.

    Note: To narrow your search, you may need to use the Search By options to adjust the date range or to display only checks or deposits.

  • How do I cancel a transfer?

    From the Transfers main page, select the scheduled sub tab in the data area. A list of future-dated transfers will display. Click on the account link under the from account column to edit the transfer.  To cancel the transfer, click the Delete button. You will be asked to confirm cancellation of the transfer.

    Note: Pending transfers cannot be deleted or edited.

  • Will my spouse be able to handle questions about SCRA for me in my absence?

    Your spouse is able to obtain information and make any decisions on your behalf regarding your joint accounts.

    For individual accounts in your name only, your spouse will need a properly executed power of attorney from you. For full details about establishing a power of attorney, be sure to contact your military legal service office or your private attorney.

  • How many tax years are available online?

    eTax Documents are available online for the previous 2 tax years.

  • What do I have to do to get my interest rate on a debt reduced to 6%?

    You must do three things:

    • Show that you incurred the debt before you entered military service;
    • Request benefits within 180 days of the end of your active duty; and
    • Provide a copy of your active duty orders or a letter from your commanding officer on letterhead. This letter must contain the following information:
      • Your full name
      • Social security number
      • Date of birth
      • Home address
      • Active duty start date
      • Commanding officer's telephone number, unit number, and statement confirming your active duty status

  • What if I suspect that my mobile device may have been used to make an unauthorized transfer from my bank account?

    Immediately call California Bank & Trust Customer Service at or (888) 271-1265 to report the unauthorized transfer as soon as you discover or suspect the activity has occurred.

    The agreements and rules that govern suspect or actual unauthorized transfers through Online Banking, such as deadlines to report unauthorized transactions, also apply to transfers made through Mobile Banking. Please see your Online Banking Agreement, your Deposit Account Agreement, or your account statements for further information. Also, see any agreements governing the specific affected account (e.g., credit card agreements). Where applicable, those agreement documents include information regarding special rights of consumers, such as rights pertaining to unauthorized transfers from consumer deposit accounts under Regulation E and/or consumer credit accounts under Regulation Z.

  • What determines the date range for which I can view transfers?

    The date range in the View Transfers fields on the Transfers page determines the days for which you can view transfers. The default date range is based on the number of days in the past and the number of days in the future from the current system date that we selected. You can change the dates in the View Transfers fields to the dates for which you want to view transfers.

  • How do I change my Mobile Banking account nicknames?

    Mobile Banking uses the same nicknames that are used in Online Banking. If you want to change them, you will need to sign in to Online Banking and click on the Services menu.

  • When will I have access to send a wire in Online Banking?

    Once the bank has received your "Wire Application for Online Banking" form, allow three business days for processing. Once processing is completed, you will have access to the wires functionality within Online Banking. All online banking wires are subject to the terms and conditions attached to that Wire Application.

    There is no limit to the number of wires you can make through Online Banking.

  • Can I set a lower Online Banking transfer limit?

    The default transfer limit is $50,000 per transaction, and $50,000 total per day, but you have the option to set lower limits. To do this, simply specify a lower limit when completing your "Wire Application for Online Banking." A new Wire Application is needed if you wish to change an existing limit.

  • What is a Transfer to a Friend account?

    This feature allows you to transfer money to your friend's CB&T Bank account that you do not own. Friend Accounts display in your Transfer To drop down list when creating a transfer.

  • Do I have to sign up for Online Banking in order to use the eDocuments service?

    Yes. This feature is only available through Online Banking service for both personal and business customers.

  • How do I edit or delete a recurring or future transfer?

    From the Transfers main page, select scheduled sub tab in the data area. A list of future-dated transfers will display. Click on the account link under the from account column to edit the transfer.

    For recurring transfers, make sure to select one of the following options at the top of the page:

    • The series of transfers: allows changes to the recurring transfer settings, or
    • The current transfer only: allows changes to the current transfer selected. From this page, you can then edit the From and To accounts, the amount, date, recurring rules (if applicable), and the memo. Click Preview to review your transfer changes and submit to confirm.

  • What is the amount I can wire in Online Banking?

    You can transfer up to $50,000 per day through Online Banking. If you need to transfer more, you need to visit a branch location or call our Central Wires department at 1-877-588-0298 to complete the transaction.

  • Am I eligible for Mobile Banking?

    If you are enrolled in Online Banking, you are eligible to use Mobile Banking. All you need is an eligible mobile device with internet access. 

  • What should I do with the physical check after it's been deposited via Mobile Banking?

    After you successfully submit your deposit, retain the check for 30 days and then securely destroy the check. This allows sufficient time in the event the check needs to be re-deposited.

  • Why is my transfer disallowed/failed?

    A disallowed/failed transfer is a transfer that has been rejected, typically for insufficient funds. You can tell when a transfer is disallowed/failed because you see in the Status field on the Transfers page. Disallowed/failed transfers are not displayed on the Activity page.

    For a disallowed/failed transfer, you can choose to delete the transfer or change it and reschedule it. 

    Note: If you close your account, scheduled transfers can become disallowed/failed transfers if they are processed after your account is closed.

  • How much does DirectNET Consumer Online Banking Cost?

    DirectNETSM Consumer Online Banking[cite::156::cite] and Bill Pay

    Home Banking and Bill Pay

    Bill Pay Service Fee for Home Banking with Bill Pay

    No Charge

    Transfers between online banking accounts

    No Charge[cite::157::cite]

    Home Banking Only

    Home Banking Fee

    No Charge

    Transfers between authorized CB&T accounts

    No Charge[cite::157::cite]

    External incoming transfers to a CB&T account

    No Charge

    External outgoing transfers to a CB&T account

    No Charge

    External outgoing transfers to an account outside of CB&T

    $2.50 per transfer

    PC Banking Fee for Quicken®, QuickBooks®

    $8.00 per month

     

  • How do I request a copy of older statements?

    To request a copy of an older statement, visit the "Services" tab in Online Banking or call customer service at (800) 400-6080.

  • What are my SCRA protections for my Safe Deposit Box?

    California Bank & Trust will not open your safe deposit box or claim any right to the contents of your safe deposit box without a court order. This protection lasts throughout the term of your military service and for an additional 6 months after your military service ends.

  • Is there a charge to use the Mobile Banking service?

    No. There is no charge for the Mobile Banking service; however, ordinary bank fees under other agreements still apply (e.g., fund transfers that results in overdraft charges or applicable Bill Pay fees). Contact your wireless phone service provider regarding data or messaging charges.

  • What are my SCRA protections for my deposit accounts?

    California Bank & Trust will not charge insufficient funds fees or daily overdraft fees to your deposit accounts during your military service and for an additional 6 months after your military service ends.

  • If the device doesn't recognize my fingerprint, can I still get into my account?

    Yes, you will always have the option to sign in with your User ID and Password. Just tap "Cancel" when the app asks for your fingerprint.

  • How does the eDocuments system work?

    We will notify you by email when an eStatement, eNotice, or eTax Document is posted to your Online Banking account. This will happen at the same time you would normally receive a paper statement, notice or tax document. When the notification arrives in your email box, just:

    • Log into Online Banking.
    • Your eStatement, eNotice, and eTax Document will be available through the eDocuments link.

    You can save a PDF version of your eDocument on your hard drive if you wish, or print it out. Documents are also viewable in the mobile banking app.

  • What are my SCRA protections from foreclosure on my home?

    If you obtained your mortgage before entering military service, California Bank & Trust may not foreclose on your home without first getting a court order. This SCRA protection covers you not only while you are on active duty but also for 12 months after your military service ends.

    It is always a good idea to notify California Bank & Trust of your call to military service.

  • Is there a fee for eTax Documents?

    No, there is not a fee to receive electronic tax documents online. Nor is there a fee to cancel your eTax Documents service or to request a paper copy of any particular tax document.

  • What is the SCRA?

    SCRA is short for The Servicemembers Civil Relief Act. This law protects your financial and legal affairs while you are on active duty military service. For example, SCRA requires your creditors to provide certain relief from debt that you incurred before entering active duty. It also suspends some legal actions against you if the action will interfere with your military service.

    The interest rate cap protection is one of the major benefits of the SCRA. If you are eligible for SCRA benefits, the interest rate on debts you incurred prior to your military service will be reduced to 6% per year and the required payments will also be reduced to reflect this lower interest rate.

  • Why did one of my bank loans get approved for SCRA benefits while my other loan(s) did not? Doesn't SCRA cover all my loan accounts once I am called to active duty?

    For a loan account to qualify for SCRA benefits and protections, including interest rate reduction and foreclosure protections, you must have opened the account before going on active duty. Loan accounts opened during the term of your military service are not eligible for SCRA benefits or protections.

  • Can I transfer funds from my accounts on the Mobile Banking app?

    Yes. Select "Transfers" from the main menu to schedule a transfer to or from your eligible accounts. You can also view your recent and scheduled transfer activity by selecting the "Recent" or "Scheduled" tabs.

    To transfer funds to a friend's account or one of your external accounts, you will need to use Online Banking to set up those accounts before they will display as account transfer options in Mobile Banking.

  • How do I start using Mobile Banking?

    Download and launch the mobile application from the Apple, Google Play, or Amazon app stores, or visit m.calbanktrust.com or m.calbanktrust.com/biz from your mobile web browser. When prompted, enter your Online Banking User ID and Password. The first time you sign in, you'll be required to accept the Mobile Banking Service Agreement. 

  • How do I remove an email address?

    From the home tab, under the Preferences sub menu drop down, select address/email Preferences. Or, from the services tab under My Preferences panel, select address/email Preferences. Click on the Change email link in the lower right corner. From this Manage Delivery options page, click on the check box to the far right of the email address entry and click the red "x" button to delete the email address.

    Note: there must always be at least one email address in your online profile. Enhanced account Protection

  • What Tax Documents are available online?*

    1098

    Mortgage Statements for select mortgage loans. (For example, tax documents for California Bank & Trust home loans that are viewable in your online banking profile, such as Home Equity Credit Lines)**

    1099-A

    Acquisition or Abandonment of Secured Property

    1099-C

    Cancellation of Debt

    1099-DIV

    Dividends and Distributions

    1099-INT

    Interest Income

    1099-MISC

    Miscellaneous Income

    1099-Q

    Payment from Qualified Education Programs

    1099-R

    Distributions from Pensions, Annuities, Retirement Plans, IRAs, or Insurance Contracts

    5498-IRA

    Contribution

    5498-ESA

    Education Savings Account Contributions

    * This list of IRS forms currently eligible for the eTax Documents service is subject to change without prior notice. Any type of IRS form that we do not currently offer through the eTax Document service will be sent to you in paper form. If we add a type of IRS form to our eTax Documents service, you will receive notification when it posts to your Online Banking account.

    ** If we have contracted with another company to help service your mortgage loan, you will continue to be mailed paper 1098 Mortgage Statements. If that account later becomes eligible for eDocuments, you will receive notification when it posts to your Online Banking account.

  • What features are available with Mobile Banking?

    Mobile Banking offers a suite of self-service capabilities and we are continuously releasing new features, enhancing the user experience, and helping you manage your finances on the go:

    • View your account balances and transaction history
    • Transfer money between your eligible accounts
    • Pay your bills
    • Deposit checks using our Mobile Check Deposit service
    • Submit travel notification requests for upcoming travel plans
    • Search for Branch and ATM locations

  • How do I set up Touch ID for Mobile Banking?

    Using a Touch ID supported device, turn on Touch ID on your device by going to "Settings" and selecting "Touch ID & Passcode." Then, follow the simple steps to save your fingerprint to your device (you'll also need to set up a device passcode if you haven't already). Next, sign on to the Mobile Banking app, go to "Settings/Quick Access," and slide the toggle button to turn on Touch ID.

  • How are recurring transfers processed?

    As soon as you set up a recurring transfer, the first transfer of the series appears on the Transfers page. When the first recurring transfer is made, the next recurring transfer appears on the Transfers page.  The recurring transfer starts on the date you enter in the Transfer Date field and recurs based on the frequency you enter in the Frequency field. 

  • Where can I find Bill Pay?

    Bill Pay is located under the Payments tab.

  • Will I still get images of my canceled checks with eStatements?

    If you receive images of your canceled checks today, you'll also receive them in your eStatements. In addition, you can also access images of your recent checks through Online Banking.

  • What happens if the transfer date I enter is on a weekend or a bank holiday?

    We determine the processing days and times for all transactions. If you enter a transfer on a non-processing day or after the cut-off time for daily processing, we will process your transfer on either the previous or the next closest processing day.

  • How do I add a Transfer to a Friend account online?

    Click on other accounts under the Transfers Tab. Select the add friend's CB&T account link to the right of the friends account panel and follow the prompts.

    Note: In order to add the Friend Account, you must know their account number and they must be enrolled in DirectNETSM Consumer Online Banking or Direct Business Internet Banking.

  • Who do I call for help?

    For help with Online or Mobile Banking, please call (888) 271-1265. If you are having technical issues with your phone or have questions about mobile data access or data charges on your phone bill, contact the customer service department of your mobile service provider.

  • What is a Direct Deposit?

    Direct Deposit is a service that enables a customer to have funds electronically deposited into an account. This is common in the case of an employer electronically depositing and employee's payroll into a particular account.

  • What are my SCRA protections from repossession?

    During your military service, the Bank must obtain a court order before repossessing personal property securing non-mortgage related installment loans obtained before you entered military service. This protection ends when your military service ends. However, California Bank & Trust extends this protection to you for an additional 6 months after your military service ends.

  • What does the confirmation number mean on the stop payment request?

    The confirmation number is a tracking number for you and us. It supplies a record of the request. The confirmation number does not indicate that the payment has been stopped. There are conditions for stopping a check. If you have questions about a stop payment request, contact us.

  • Can I make a Federal Tax Wire Payment through Online Banking?

    Transmission of Federal Tax Wire Payments is not permitted through Online Banking. To make a Federal Wires payment, you need to visit a branch location or call our Central Wires department at 1-877-588-0298. Business customers have the option to enroll in ACH Direct Deposit and Tax Payments as an alternative method of payment.

  • What is the difference between an eStatement and the "Account Activity" information available in Online Banking?

    The Account Activity screen shows all the completed and pending transactions for the last 30 days (you can also choose to have it show transactions for some other specified period). eStatements are electronic versions of the monthly paper statements you currently receive. They include transactions from a set period of time (a statement cycle) and do not include any pending transactions.

  • Is there a bank fee to deposit my check with my mobile device?

    Mobile Deposit is FREE to eligible customers. There may be charges associated with data usage on your phone or tablet device. Check with your wireless phone service provider for more information.

  • Are all of my accounts eligible for benefits?

    California Bank & Trust makes every effort to ensure all eligible accounts are identified when you submit your request for SCRA benefits. If you find that one of your accounts is not receiving benefits, or if you have concerns about a specific account, please contact:

    California Bank & Trust
    SCRA Unit
    Toll-free telephone: (844) 818-4952
    Email:     SCRAunit@zionsbancorp.com

  • How do I view or make edits to a pending or scheduled transfer?

    Mobile Banking allows you to delete a scheduled transfer, but you cannot edit a pending or scheduled transfer. To delete a transfer, sign in to your Mobile Banking application and follow these steps:

    • Select "Transfers" from the main menu
    • Select the "Scheduled" tab and find the transfer to delete
    • Click the "Delete" button

    In Online Banking, you can edit and/or delete a scheduled transfer. Once you have signed in to Online Banking:

    • Select "Transfers" from the main menu
    • Select "Scheduled" and click on the transfer to edit
    • Edit or delete your scheduled transfers

    Transfers between California Bank & Trust accounts are immediate, so they cannot be subsequently canceled or edited.

  • What if I can't open the eDocument?

    eDocuments are posted to Online Banking in PDF format. In order to view PDF documents, you may need to install Adobe Acrobat Reader. This free software is available for download. For technical issues, please call our Online Banking Support at (800) 400-6080.

  • I have a joint account; why can't I access our tax documents online?

    Tax documents for a joint account are issued and reported to the IRS only under the Tax Identification Number of that account's primary owner (as reflected in our records). For security reasons, eTax Documents may be viewed only under that primary owner's Online Banking profile.

  • How can I transfer funds to a friend or family member?

    Banking is made even easier with Transfer-to-a-Friend — a free online banking feature that allows CB&T Online Banking customers to transfer funds from your account to the account of another online banking customer at CB&T.

  • On a stop payment request, how do I know when the check is stopped?

    There are time-related conditions that must be met before a payment can be stopped. If you have questions about processing conditions for a stop payment request, contact us.

  • Can I use mobile banking outside the U.S.?

    Yes, as long as your mobile carrier offers internet service in the country you are visiting and you have already downloaded the app. All roaming, data access, and text charges from your mobile service provider will apply. The Mobile Banking application is only available to download within the U.S., using the U.S. version of the Apple, Google Play, and Amazon app stores. 

  • What steps does my bank take to help promote security in Mobile Banking?

    Mobile banking helps promote security by hiding your full account number, timing out your session after inactivity, and using your existing online banking user ID and password, which only you know.  Communication between your device and the bank use a 128-bit Secure Socket Layer (SSL) Encryption.

  • How do I apply for SCRA benefits?

    The quickest way to request benefits is by completing the following online forms:

    You may also request benefits in person at any California Bank & Trust branch or by sending an email to:

    It may be more convenient for you to mail your written request:

    California Bank & Trust
    SCRA Servicing Unit
    UT BOB 1850
    2160 South 3270 West
    West Valley City, UT 84119

    Written requests should include:

    • Your name and social security number
    • All of your account numbers associated with California Bank & Trust
    • Completed copy of Servicemembers Civil Relief Act Request for Relief Form
      • This form is not a condition of eligibility if the bank is in receipt of your military orders
    • Servicemembers Civil Relief Act Reimbursement Consent Form
    • A copy of your active duty orders, or a letter from your executive or commanding officer on official letterhead, which the bank will accept as written notice of eligibility for SCRA benefits and protections, will need to include:
      • Your name and social security number
      • Active duty start date
      • Branch of service

  • What is the fee to process an Online Banking wire transfer?

    The standard wire transfer fee that has been disclosed to you in connection with the deposit account you will be using will also apply to wires transfers made using Online Banking. (Note: lower fees or fee waivers applicable to certain accounts or relationships may not apply to wires originated through Online Banking.)

  • How do I enroll in eDocuments and stop receiving paper documents?
    1. Log into Online Banking via www.calbanktrust.com
    2. Navigate to the eDocuments link
    3. Select "My eDocument Preferences" under Quick Links
    4. Choose which Service(s) you desire: eStatements, eNotices, and/or eTax Documents.
    • For eStatements and/or eNotices services, you select which eligible accounts you want to enroll.
    • For eTax Documents, all eligible accounts that we report under your tax identification number will be enrolled.

  • Who is Eligible for SCRA Benefits?

    SCRA benefits are available to:

    • All active duty servicemembers of the Army, Navy, Air Force, Marine Corps or Coast Guard
    • Activated reservists
    • Commissioned officers of the Public Health Service or National Oceanic and Atmospheric Association
    • National Guard members called to active duty
    • The spouse and dependents of active duty servicemembers

  • How do I change my preferred online banking email address?

    From the home tab, under the Preferences sub menu drop down, select address/email Preferences.  Or, from the services tab under My Preferences panel, select address/email Preferences. Click on the Change email link in the lower right corner. From this Manage Delivery options page, you can add a new email address by clicking the add Delivery options button. Enter the nickname, address, and click the check box in the Preferred column. Click the submit button to review and confirm your changes.

    Note: New email addresses must be verified before they are added to your profile. An email will be sent to the new email address with a Confirmation Code that must be entered when you preview your email request in Online Banking.

  • Are there transaction limits with Mobile Check Deposit?

    Yes. Mobile Check Deposit limits are as follows:

    • Personal Accounts open for 60 days or fewer: $1,000 in total check deposits per day and $2,500 in total check deposits during a consecutive 30-day period.
    • Personal Accounts open for more than 60 days: $2,500 in total check deposits per day and $5,000 in total check deposits during a consecutive 30-day period.
    • Business Accounts: $7,500 in total check deposits per day and $15,000 in total check deposits during a consecutive 30-day period.

  • How long is each type of eDocument available online?

    Document Type

    How long is this document stored online?

    Deposit Account Statements

    At least 18 months*

    Electronic Account Notifications (eNotices)

    18 months

    Loan statements

    18 months

    eTax documents

    36 months

    *Beginning July 2017, we are increasing the available history of Deposit Account Statements each month for the life of active accounts that remain enrolled in our online digital banking service. While we don’t anticipate modifying the Statement storage timeframe, should we need to decrease it in the future for any reason we will post a notice where your Statements are made available, and notify you by email at your last known email address, at least 90 days before the change. As a best practice, you may wish to periodically download copies of your Statements.

  • When can I change or delete transfers?

    You cannot change or delete a transfer that is already in progress. You can change or delete any information for a transfer that has a status of Scheduled or Disallowed. You must be the originator of the transfer to change or delete it. You can change a single transfer to a recurring transfer, but you cannot change a recurring transfer to a single transfer. You can change or delete a transfer before the transfer date as long as the status of the transfer is not In Progress.

  • What is DirectNETSM Consumer Online Banking?

    DirectNETSM Consumer Online Banking allows California Bank & Trust customers to bank via the Internet by using a computer and Internet access, you can access financial information 24 hours a day, 7 days a week.

    After login, you will be directed to the My Bank page, which provides a summary of your banking information with top navigation tabs and links to frequently-used banking services. The My Bank summary page displays the following features:

    • A summary of your account, loan, and credit card balances
    • Access to Quick Transfers for moving money between accounts quickly
    • An Info Center to inform you of unread security alerts, account messages, and personal reminders
    • A quick view of your most recent pending, cleared, and scheduled transactions
    • A printer-friendly view of your My Bank summary page

    The services page is designed to organize links to other online services into different categories to help you find what you're looking for.

  • Will my eStatement/eNotice look the same as my printed document?

    Yes. For legal purposes, a printed version of an online statement/notice is the same as a paper statement/notice.

  • What specific obligations can SCRA help me with?
    • Mortgage loans
    • Home equity loans and lines of credit
    • Car loans
    • Overdraft lines of credit
    • Credit cards
    • Personal loans and lines of credit
    • Business purpose loans

  • What if I need additional SCRA information?

    California Bank & Trust has dedicated SCRA personnel who are happy to respond to questions you may have. Just call (866) 251-2816 or send an email request to SCRAunit@zionsbancorp.com.

  • How do I hide or unhide accounts from view?

    Accounts on the My Bank page are separated into account types, such as Checking, Savings, Credit Cards, Loans, etc. To hide or unhide an account type, click on the arrow icon to the right of each account type.

    You can also create a My Favorites view from the My Bank view dropdown. This option allows you to create different views of accounts, simply by selecting which accounts you would like shown on your My Bank page.

    If you would like to hide or unhide an account from all of Online Banking, use the account Preferences feature, found on the home tab, under the Preferences sub menu. Account Preferences allows you to select which accounts should display throughout your Online Banking, as well as to select which account is your preferred account. Preferred accounts become the default account when you view account activity, including in the Transactions section on the My Bank page.

  • Can I print my online tax documents and submit with my taxes?

    Yes, online eTax Documents are the official documents that can be submitted to the IRS for processing.

  • If I'm protected from foreclosure, and repossession, do I have to make my payments?

    Yes, payments are still required. Although the SCRA protects you from foreclosure, and repossession without a court order, California Bank & Trust may take any of these actions if a court considers it appropriate. Also, the Bank will continue to report any delinquent payments to the credit bureau. Any missed or late payments, even if during a covered active duty period, will affect your credit rating.

  • Is my spouse eligible for interest rate benefits?

    SCRA benefits and protections apply to debts that you incur individually or jointly with your spouse before you enter active duty military service. You may request an interest rate reduction for a credit card account only if you are a signer on the account or otherwise responsible for paying the account balance. If you and your spouse have a joint credit card account, SCRA benefits may apply.

  • What is the difference between a mobile application and a mobile web browser?

    Both the mobile web browser application and the downloadable mobile application are free and offer easy and on the go access to your accounts. With mobile web browser, you use the web browser from your mobile phone to access your account information. The mobile applications can be downloaded to your mobile phone or wireless device. These applications provide an experience optimized for iPad®, iPhone®, and Android™ smartphones, as well as Android™ and Kindle Fire™ tablet devices.

  • When does a transfer execute?

    When the transfer date is equal to the current date, the transfer status moves from Scheduled to In Progress. Based on whether your financial institution processes transfers in batch or real-time mode, the transfer might be executed immediately or on a predetermined schedule. When the transfer is complete, the transfer status moves from In Progress to Completed, if the transfer was successful, or Disallowed, if the transfer failed. If the transfer failed, the system displays a message for the reason for the failure, and you have the opportunity to correct the transfer and try to execute it again.

  • Will I continue to receive paper tax documents if I've enrolled for eTax Documents?

    Once you have enrolled in eTax Documents, all available tax documents will be provided electronically only. Some tax documents aren't available online and you will receive paper tax documents for those forms. To resume paper delivery, please call our customer service at (800) 400-6080, send a secure message within online banking or mail us at: 1875 South Redwood Rd, Salt Lake City, UT 84104. You may also request a paper copy of any particular eTax Document by contacting customer service at (800) 400-6080. Obtaining a paper copy will not cancel your enrollment to opt out of regular paper delivery.

  • Who can make a wire transfer through Online Banking?

    Wire transfer payments in online banking are available to both consumers and small business banking customers.

  • How do I verify my new External Transfer account?

    Select other accounts from the Transfers tab. Under the external Transfer accounts panel, your active and pending External Accounts will display. Your new External Account will show a status of In Progress while we send the small deposits to the External Account. After the small deposits have been processed by your other financial institution, the status will change to Verify. Click on the verify link to enter the small deposit amounts received in your External Account.

  • What if my mobile phone or device is lost or stolen?

    If your phone is lost or stolen, you should notify your mobile service provider immediately. The mobile app doesn't store your password. You can always call us at (888) 271-1265 to have your login information reset over the phone, or you can change your User ID and Password within Online Banking.

  • What if I already have an agreement in place with the Bank for sending wires by other means (e.g., by calling the Central Wires department)?

    An existing agreement for sending wires by means other (e.g. calling Central Wires) will remain in place for those wires, but the Wire Agreement for Online Banking will govern any wires you send via online banking. To enable the wire functionality in Online Banking, you will need to download and complete the Wire Application for Online Banking. Then, submit by mail or take it to any of our convenient branch locations.

  • What can I do with DirectNET Consumer Online Banking?
    • Access your accounts 24 hours a day, 7 days a week
    • Enjoy secure user access
    • Review prior day account balances and items posted
    • Transfer funds between authorized linked accounts
    • View loan and credit card information
    • Pay bills and set up current and future payments
    • Select who to pay, how much, and when
    • View account balance information and transaction history (beginning from the service activation date) up to 18 months going forward on a rolling basis
    • Issue stop payments
    • View check images online
    • Transfer funds from your account to the account of another online banking customer at CB&T
    • Easy, online Travel Notifications—notify CB&T of your travel plans online and help prevent your credit or debit card from being blocked while traveling
    • Dispute an unauthorized ACH or card transaction on your account
    • Initiate domestic outgoing wire payments
    • Enroll in CBT Mobile Banking
    • Make deposits with CBT Mobile Deposit
    • View your statements, notices and tax documents online with eDocuments

  • Why did California Bank & Trust decline my request for SCRA benefits on my loan account(s)?

    Requests are generally declined for one or more of the following reasons:

    • The account was opened after you started active duty military service.
    • The eligibility period for SCRA benefits ended more than 6 months (180 days) before you requested SCRA benefits.
    • The account was settled or paid in full before the start of your active duty military service.

  • How do I cancel a scheduled payment?

    The scheduled tab will display all pending/scheduled Bill Pay payments. If you need to cancel a Bill Pay payment, simply select the payment and select "Cancel Payment."

  • What Mobile Banking apps are available?

    We have custom apps optimized for iPad®, iPhone®, and Android™ smartphones, as well as Android™ and Kindle Fire™ tablet devices. 

  • How do I resume mail delivery of paper documents?

    To resume receiving mailed paper copies of your Statements, Notices, and/or Tax Documents, please contact customer service by phone at (800) 400-6080 or send a message by selecting the Message Center from the Online Banking Services tab.  Please note certain types of accounts charge a fee for paper statements, please see our Fee Schedule for additional details.

  • What is Mobile Check Deposit?

    Mobile Check Deposit is a convenient and easy way to deposit checks from your mobile device into one of your eligible accounts. With the Mobile Banking app on your iPhone®, iPad®, Android™ smartphone, or Android™ or Kindle™ Fire tablet device, you can take a photo of your check and easily submit your deposit for processing. Checking, Savings, and Money Market accounts are eligible for Mobile Check Deposit.

  • How long do SCRA benefits and protections last?

    An interest rate reduction on your home mortgage expires 12 months after you complete your military service. The interest rate reductions on all other eligible loans expire 6 months after you complete your military service.

  • How do I enable the Wire Transfers service in Online Banking?

    To enable wire transfers in Online Banking, you will need to download and complete the "Wire Application and agreement for Online Banking" and take it to any of our convenient branch locations. This is a new and separate agreement specifically for Online Banking Wires. You can also sign the form in front of a notary and mail it to the following address:

    Online Banking Wire Operations
    PO Box 25726 
    Salt Lake City, UT 84125-0726

  • Why did I receive a letter asking me to send in additional information?

    You may have received this letter because California Bank & Trust was unable to verify your active duty status through a search on the Department of Defense (DOD) website or with the documentation you provided. To help us determine your eligibility for SCRA benefits and protections, we need a copy of active duty orders or a letter from your commanding officer on official letterhead that includes:

    • Your name and Social Security Number
    • Active duty start date
    • Branch of service

  • How does it work?

    With Dual Auth turned on, selected types of requested transactions or activities won't be executed or take effect until a second user's credentials are used to approve the item. The second user must be designated as an "Approver."

    For example, User A creates a transfer request between two accounts. User B (previously designated as an Approver) would then log into Online Banking, and go to the Transfer Center. The transfer created by User A would show as "Pending Add Approval". User B can then select that transfer request, and then either Approve or Deny the transfer request according to their business policies.

  • How do I set up Passcode for Mobile Banking?

    Sign in to the Mobile Banking app, go to "Settings/Quick Access," and slide the toggle button to turn on Passcode.

  • Where can I download transactions?

    In the accounts tab, select balances in the sub menu. Locate the Download drop down menu in the accounts panel. From this drop-down menu, select Quicken, QuickBooks, or Comma Separated (.csv) file to download your account transaction history.

  • What types of checks can I deposit?

    You can deposit checks payable in U.S. dollars and drawn on a U.S. bank. The following items cannot be deposited using Mobile Check Deposit:

    • Checks payable to anyone other than the owner of the account into which it is being deposited:
    • Checks drawn or issued by you; or drawn by others against an account on which you are a joint owner or authorized signer;
    • Government checks of any type, state or federal.
    • Checks payable to "Cash";
    • Checks payable jointly, unless deposited into an account with the names of all payees;
    • Checks previously converted to a substitute check, as defined in Reg. CC;
    • Checks drawn on a foreign bank and/or that are not payable in United States currency;
    • Checks that are payable on sight or payable through drafts, as defined in Reg. CC, or are remotely created checks, as defined in Reg. CC;
    • Checks that are undated, post-dated, or are dated more than 6 months prior to the date of deposit;
    • Checks with any endorsement on the back other than that specified in this Agreement;
    • Checks that have previously been deposited by any remote capture or physical delivery;
    • Checks or items that are drawn or otherwise issued by the U.S. Treasury Department;
    • Checks that have previously been returned unpaid for any reason;
    • Travelers Checks;
    • Checks transmitted from outside the United States;
    • Registered government warrants;
    • Checks containing any unauthorized alteration;
    • Money Orders;
    • Checks that are prohibited by our current procedures relating to the Mobile Remote Deposit capture feature or which are otherwise not acceptable under your deposit account agreement or as we may otherwise determine in our sole discretion.

  • If I choose to receive an eStatements, eNotices, or eTax Document will I still receive a paper copy?

    When you enroll in an eStatements, eNotices or eTax Documents service, we will stop sending you the corresponding paper copies of your statements, notices and tax documents. You can change your mind at any time and resume receiving paper copies by calling our Online Banking Support at (800) 400-6080.

  • Can I view eTax Documents?

    The Internal Revenue Service requires California Bank & Trust to provide tax documents to account holders who meet the reporting thresholds as dictated by the IRS. For example, clients with interest bearing checking accounts with an aggregate interest total lower than $10.00 do not receive a tax statement.

    Note: Tax documents for a joint account are issued and reported to the IRS only under the Tax Identification Number of that account's primary owner (as reflected in our records). For security reasons, eTax Documents may be viewed only under that primary owner's Online Banking profile.

  • I'm currently receiving SCRA benefits, yet the bank reported me to the credit bureau as being past due. Why did this happen?

    You must make timely and full payments on bank accounts receiving SCRA protections. If you fail to do that, the Bank is required to report to the credit reporting agencies that you are past due on those accounts.

  • What types of wire transfers can I make through Online Banking?

    Domestic wire transfers (i.e., wires that are sent from one location within the United States (US) to a different location in the US) are available in Online Banking. To make an International (outside the United States) wire transfer, you need to visit a branch location or call the Central Wires department at 1-877-588-0298. To call Central Wires, you will need to have a Wire Transfer Agreement already in place.

  • How do I enroll for Bill Pay?

    Before you can use Bill Pay in your Mobile Banking app, you must complete the enrollment within Online Banking. 

  • How do I update my Mobile Banking app version?

    Check your mobile device or the applicable app store for notices regarding Mobile Banking version updates. If there is an update available, follow the instructions to download the update.

  • Why don't I see all my accounts listed in the 'Pay From' section?

    Your primary account is defaulted to be your Bill Pay account. To add another Bill Pay funding account, call Customer Service at or (888) 271-1265.  Eligible Checking and Money Market accounts can be added as additional funding accounts.

  • What information is required to transfer funds?

    The following conditions and information are required to transfer funds:

    • You must be set up at your financial institution to transfer funds.
    • You must have at least two different accounts, one account capable of transferring funds and one account capable of receiving funds.
    • The transfer amount is required, and the transfer must be in the currency of the from account.

  • How do I add an external account?

    Click on other accounts under the Transfers Tab. Select the add My external account link to the right of the external Transfer accounts panel and follow the prompts. After you complete the online form, two small deposits and one withdrawal transaction will be sent to your External Account. You must verify the small deposits to confirm you are an authorized owner of that account.

    Note: In order to add the External Account, you must be an owner of that account, know the account number and the account type (checking or savings), and verify that you can access the account. Please allow 1–2 business days for the two small deposits and withdrawal transaction to process at your other financial institution.

  • What happens after I submit my check deposit?

    After successfully submitting your check, the deposit process will begin. The processing time to complete the deposit may vary.

    If we accepted your deposit:

    • Funds deposited before 6:00pm PT on a business day (every day except Saturday, Sundays and federal holidays) are generally available for withdrawal on the next business day. For example, if you deposit a check at 2:00pm on Thursday, you'll see it in your account on Friday. Deposits after the cutoff time or on a non-business day, such as Saturdays, Sundays, or federal holidays, the funds will generally be available on the 2nd business day.
    • We'll send you an email within 1 business day with your deposit status.
    • Even though the image was approved for deposit, it will follow the same posting process as a traditional paper check. It may take several hours from the time the deposit was approved to when it appears in your account. You will see the deposit on the next business day and receive an email notifying you that the deposit was successful.
    • Deposits may be subject to additional holds.

    If your deposit is declined, we will email you a notice by the first business day after the day we receive your deposit.

  • How do I save or print my tax documents?

    To view and retain your eDocuments, you will need a current version of Adobe Reader® and the ability to download (to your hard drive or other storage device) or print Adobe Reader files. If you do not have Adobe Reader, you can download it at www.adobe.com. You may keep copies of your eDocuments for future reference by saving them to your computer in the PDF format, by clicking on "File" and then "Save As" in your browser or Adobe Reader window. For technical issues, please call our Online Banking Support at (800) 400-6080.

  • Is mobile banking through the CBT Treasury mobile app safe?

    The CBT Treasury mobile app has integrated multi-factor authentication, which includes secure tokens and requires two or more independent authentication factors. It provides Flexible Dual Control settings, requiring one or more users to issue approval for both maintenance and payment authorizations. And, account numbers are masked within the app.

  • Is there a limit to the number of devices to which a single user can download the app?

    No.

  • What if I forget my login credentials or lock my ID?

    You can follow standard procedures for resetting, retrieving, or unlocking your ID through your Treasury Gateway online account.

  • What should I do if my device has been lost, stolen, or compromised?

    You should immediately contact the bank if your device or login credentials have been lost or stolen or if there has been an unauthorized transaction. You can reset your password through your Treasury Gateway online account.

  • What if I get a new phone and/or phone number?

    Download the CBT Treasury mobile app onto your new device. Then, log in to your online Treasury Internet Banking account and update your mobile number.

  • How do you download the CBT Treasury mobile app?

    You can search "CBT Treasury" from the Google Play™ or Apple® App store then download the app onto your Android™ or Apple® mobile device and enter your Treasury Gateway® credentials to sign in.

  • How many users can enroll in CBT Treasury Mobile Banking on a single mobile device?

    The app allows unlimited users to enroll using the same device, as long as each user has unique login credentials. Only one user can sign in on the same device at the same time.

  • Why am I unable to log in to mobile banking?

    Ensure that you have set up your mobile account preferences through your Treasury Internet Banking account. Check to see if your device and operating system are supported by the CBT Treasury mobile app. Make sure you have data access on your device.

  • What is the fee to use CBT Treasury mobile app?

    Banking with the CBT Treasury mobile app is free.

  • How do you enroll for CBT Treasury Mobile Banking?

    To sign up, contact Treasury Management Customer Service at (888) 316-6500 in Southern California or (888) 316-0900 in Northern California or email us and accept the CBT Treasury Mobile Access Addendum. You can then enroll through your CalBank online account, and accept the user terms.

  • What balance will be displayed on my CBT Treasury mobile app?

    This depends on the account settings you've established through Treasury Internet Banking.

    If you have:

    • Previous-Day Summary Only – prior-day balances are displayed.
    • Current-Day Summary Only – interim available current-day balances are displayed.
    • Both Current-Day Summary and Prior-Day Summary – current-day and prior-day balances are displayed.

  • What is the Beneficial Ownership rule?

    In May 2016, the U.S. Department of Treasury’s Financial Crimes Enforcement Network (FinCEN) proposed and Congress approved the gathering of certain beneficial owner information as part of explicit Customer Due Diligence (CDD) requirements under the BSA.

    • The rule requires all Financial Institutions (FIs) subject to the BSA to collect from legal entity (commercial) customers beneficial ownership information (BOI) and to identify those owners using standard Customer Identification Program (CIP) procedures.
    • Consistent with existing customer identification processes, FIs must obtain, reasonably verify, and document BOI collected for the beneficial owners of legal entity customers.

  • Are there any exceptions to who the Beneficial Ownership rule applies to?

    The rule applies to all types of legal entity business types registered by a state registering authority such as incorporations, limited liability companies, partnerships and others. A legal entity does not include natural persons, personal trusts, sole proprietorships and unincorporated associations.

    The rule also does not apply to the following:

    • An issuer of securities under SEC rules;
    • Any majority owned domestic subsidiary of a company listed on a U.S. stock exchange;
    • An investment company;
    • A registered investment adviser;
    • An exchange or clearing company or other entity registered with the SEC;
    • Certain CFTC registered entities;
    • A public accounting firm; or
    • A charity or nonprofit entity (subject to the control prong only).

  • Why is the Beneficial Ownership rule so important?

    FinCEN asserts this change to CDD requirements will advance the purpose of the BSA as follows:

    • Enhance the ability of law enforcement to access beneficial ownership information;
    • Increase the ability of stakeholders to identify assets associated with criminals and terrorists, strengthening sanctions programs;
    • Assist FIs to assess and mitigate potential risks and comply with legal requirements;
    • Facilitate tax compliance, especially as it relates to Foreign Account Tax Compliance Act (FATCA) and reciprocity with other jurisdictions; and
    • Promote consistency in implementing and enforcing CDD expectations.

  • When does the Beneficial Ownership rule go into effect?

    The mandatory compliance date for all FIs is May 11, 2018.

  • Who does the Beneficial Ownership rule apply to?

    All new legal entity (commercial) customers and their beneficial owners.

    The definition of “beneficial owner” has two components or “prongs” and can be applied on an either/or basis:

    • Ownership prong: Each individual, if any, who owns, directly or indirectly, 25 percent or more of the equity interests of the legal entity. Note: In certain situations, the bank may obtain BOI at lower equity thresholds.
    • Control prong: An individual with significant responsibility to control, manage or direct a legal entity customer, such as an executive officer, senior manager or individual who performs similar functions.

    Note: FinCEN recognizes that FIs lack an ability to verify the status of an individual as a beneficial owner. As such, FIs are permitted to rely on customer representations and certification to determine the beneficial owners of a legal entity customer.

     

    Existing Customer Requirements

    • FIs are not required to retroactively obtain BOI for existing customers.
    • Existing customers are subject to the requirements only upon certain “trigger” events. A trigger event includes:
      • Opening a new account;
      • A previously exempt legal entity is no longer exempt;
      • The bank has reasonable belief that the legal entity ownership has changed; and
      • The customer residual AML risk is assessed during certain BSA/AML monitoring activities.

  • Does Dual Auth cost anything?

    No – this feature has no cost. However, certain products and features that may have costs or fees associated with them may require the use of Dual Auth or other security features such as Enhanced Account Protection.

  • Can the initiating user's credentials be used to approve the same transactions?

    No – an approver's credentials cannot be those of the person that created or modified the transaction. It's best to have at least two users designated as having approval authority.

  • How does a customer sign up for Dual Authorization?

    The enrollment form is available on the internet for download and on the banks website for branches. The customer will receive an email notification that the service has been set up.

  • Can a customer have more than two approvers?

    Companies can have as many approvers as desired. On a per transaction basis, we are supporting only the requirement for one approver per transaction at this time. We may support multiple approvers per transaction in the future.

  • How does the company change which users have the ability to approve transactions?

    A Company System Administrator (CSA) can grant or remove the Approver designation for any user within Online Banking, by accessing the Admin tab on the main menu. By clicking on the user name, the CSA can then check or uncheck the Approver flag as desired. If Dual Auth is also turned on for User Administration, any changes to a user profile must then be approved by a second CSA's credentials.

  • Is there a dollar limit for dual authorization?

    There is no dollar limit associated with dual authorization. Some features such as ACH and Online Wires may have dollar limits associated to them regardless of whether Dual Auth is used or not.

  • What types of Transactions can be covered by Dual Auth?
    • Internal Transfers
    • Transfers to a Friend account
    • Stop Payments
    • ACH Direct Deposits (when enrolled)
    • ACH Tax Payments (when enrolled)
    • Online Wire Payments (when enrolled)
    • User Entitlements (Requires at least 2 Company System Administrators (CSA's))

    *Note – Dual Authorization is NOT available for Bill Pay transactions at this time. 

  • Is Dual Auth required?

    Use of certain features may require use of Dual Auth or other security features such as Enhanced Account Protection. At this time, only enrollment in Online Wires requires the use of either one of these two security features.

  • Is Dual Authorization enabled in the Branch Enrollment Tool?

    Not at this time. Enrollment will be completed through online/paper forms. An evaluation of whether to add the options within the BET enrollment process will be made after we've developed some history with a wider use of the feature.

  • How does an Approver know there are transactions that require approval?

    Users can set up Alerts inside Online Banking (Home/Alerts & Messages/Manage Account Alerts) so they will receive an email when a transaction requires approval or has expired without approval.  When logging in to Online Banking, the Info Center on the My Bank page will display any pending approvals.

  • Can a customer opt out of Dual Authorization if they decide it's not working for them?

    Yes. They would need to contact the bank or Customer Contact Center to have the feature disabled. The customer could also send a Secure Message inside Online Banking to request disabling of the Dual Auth feature. If they are enrolled in Online Wires, they would need to begin using Enhanced Account Protection instead.

  • What happens if a CSA deletes the only other user with Approver status?

    Unfortunately, this can happen, and there is no warning advising the CSA that removal of the only other Approver would result in transactions that could not be approved and therefore would never get executed. The transactions would continue to show as requiring approval; this would alert the CSA that there are outstanding approvals. To remedy the situation, the CSA could give another user Approval status, or create a new user with Approval status; otherwise the CSA would need to contact the bank or the Customer Contact Center for assistance.

  • When the service is enabled, how will the client know that it has been turned on and that "Approver" designation can be assigned?

    Initial enrollment will include identification of the Approvers; the operations team responsible for setting up the Dual Auth feature will advise the company by email that the service has been turned on.

  • Does an Approver also have to be a Company System Administrator (CSA)?

    For most types of approvals, an Approver does not have to be a CSA. However, companies that choose to use Dual Auth for User Entitlements must have at least two (2) CSA's, since any User Entitlement change must be executed by one CSA and then approved with a different CSA's credentials.

  • How is Dual Authorization different than Enhanced Account Protection (EAP)?

    Both are internal security controls for your online banking activities.

    • By its nature, Dual Authorization requires at least two users, and gives the additional control where transactions submitted by one user's credentials must be approved with a second user's credentials.
    • EAP, on the other hand, can be used by single-user companies as well as multi-user companies. EAP provides a text message code to your phone which you must enter into online banking to complete the requested transaction. If someone other than you try to use your credentials to create transactions, your phone will receive the text message with the code. Also, fraudulent users can't change your telephone number without you being sent a code to alert you if someone is attempting fraud on your accounts.

  • How does Dual Auth work in Mobile Banking?

    Transactions can be created in Mobile Banking under services that use Dual Authorization, such as Internal Transfers, Transfers to a Friend, and External Transfers; however, approvals for those transactions would need to be made by an Approver logging into the Online Banking application. There is no support for transaction approval to be given through Mobile Banking at this time.

  • Is there any option to pick and choose which accounts would require Dual Authorization?

    No. Dual Authorization can only be set up by feature (Internal Transfers, Transfers to a Friend, ACH Payroll, etc.) not by account.

  • What is Dual Authorization?

    Dual Authorization (Dual Auth) is an internal security tool that allows small business banking customers to require certain types of activities and transactions to have a second user's credentials approve a submitted transaction.

  • Which business users are eligible to see eTax Documents?

    In Business Online Banking, only those users who have full entitlement to both view and transact in all accounts will be able to view eTax Documents in the business's Online Banking profile. Users with limited entitlements cannot view eTax Documents. Contact your Company System Administrator (CSA) to make user entitlement updates.

  • How does the process work?
    • Invoice issued by client to customer
    • Invoice is sold to ABBC
    • Cash is used by client for growth, payroll, and/or other expenses Invoice pays through client's lockbox
    • ABBC receives payment
    • Client receives reserve amount less fees

  • What if I don't want to send my checks to a lockbox?

    Our customers prefer using our lockbox as we handle their invoice collection paperwork and all the information is available online wherever/whenever they need to see it.

  • What is Factoring?

    Factoring is working capital financing provided through the discounted purchase of qualified accounts receivable, typically offered to rapidly growing companies or businesses in financial transition. The factor purchases eligible invoices from a completed service or accepted product and essentially transfers the credit risk from the client to the client’s customer. 

  • What if I already have an existing line of credit?

    If you have an existing line of credit and you are happy with the structure and line amount, you should not look at making a change.

  • Isn't factoring expensive?

    It certainly can be more expensive than traditional bank financing but for the additional flexibility, frequently it is a trade-off that many companies are willing to make. Plus, it is viewed as bridge financing, a 6-36-month solution on average.

  • What if I'm already factoring?

    Great, so you understand the product and basic process. Would you be interested in hearing how Amegy may be able to offer you a better structure and price with a bank managed factoring facility?

  • What if I don't want my customers to know that I'm factoring?

    Much of our contact is transparent to the customer. We will need to have invoice payments sent to the Bank lockbox and notification is made to the customer, usually the AP department, regarding the payment redirect. We also verify a certain percentage of outstanding invoices. This can be done via portal, email, or phone call. Every situation is different. Plus, having a Bank managed working capital facility gives a business credibility with its customers.

  • Will there be any added cost for the enhanced rewards program?

    No. There is no incremental cost to you associated with the enhanced rewards program.

  • What if I want to opt out of the new rewards program?

    We built the enhanced rewards program to deliver increased value, clarity and simplicity – so the new rewards structure will be an attractive upgrade for all impacted clients. Effective February 1st, 2017, the old rewards program will no longer be available.

  • Which purchase types earn additional rewards?

    Qualifying purchases are those processed in the merchant categories listed below.

    3%/3x Categories:

    2%/2x Categories:

    Cellular Services

    MCC 4814

    Airlines

    MCC 3000 – 3299

    Internet Services

    MCC 4816

    Vehicle Rentals

    MCC 3300 – 3499

    Office Supplies

    MCC 5943 and 5111

    		    

    Cable TV

    MCC 4899

    		    

    Telecommunications

    MCC 4812

    		    

     

  • Why is this change being made?

    Based on customer feedback, we wanted to enhance our current Business Credit Card rewards offerings to provide a simple earning structure that delivers even more value.

  • If I already have an AmaZing Business Credit Card, what do I need to do for the rewards change to take effect on my existing account?

    Nothing. The enhanced 3, 2, 1 rewards program will automatically be assigned to your account on February 1st, 2017.

  • If I already have an AmaZing Business Credit Card, will I still receive an Annual Bonus for my 2016 spending?

    Yes. Your final Annual Bonus will be awarded with your January, 2017 monthly billing statement.

  • How is the rewards program different from the previous program?

    For AmaZing Cash Back:
    We have changed and added to the list of Enhanced Earn Purchase types, while increasing your earn rate from 2% to 3% in select categories. Below is a comparison of the old program vs. the new program.

     

    Purchase Category

    Old Program

    New Program

    Cellular Services

    2%

    3%

    Internet Services

    2%

    3%

    Office Supplies

    2%

    3%

    Cable TV

    2%

    3%

    Telecommunications (Land line)

    2%

    3%

    Insurance Premiums

    2%

    1%

    Airline Tickets

    1%

    2%

    Car Rental

    1%

    2%

     

    For AmaZing Rewards Points:
    Instead of the once-annual AmaZing Rewards points bonus (detailed below), cardholders will earn 3x and 2x rewards points in select purchase categories, awarded each month when statements cut. See the first question for a full list of Enhanced Earn Purchases.

    Cardholders earned an annual rewards bonus based on their annual spending. Annual Bonus earn rates were determined by annual purchase volume as outlined in the matrix below.

    If your annual Qualified Net Purchases total:

    your AmaZing Rewards Annual Bonus can be this percentage of your 1% AmaZing Rewards:1

    For example, if your annual Qualified Net Purchases total:

    you will earn 1 AmaZing Rewards point for each dollar spent, equaling:

    plus, you are eligible for an AmaZing Rewards Annual Bonus of:

    So the annual total of your AmaZing Rewards earnings could be as much as:2

    $0 - $49,999

    0%

    $45,000

    45,000

    0

    45,000

    $50,000 - $99,999

    5%

    $70,500

    70,500

    3,525

    74,025

    $100,000 - $149,999

    10%

    $120,500

    120,500

    12,050

    132,550

    $150,000 - $199,999

    15%

    $170,500

    170,500

    25,575

    195,075

    $200,000 - $249,999

    20%

    $220,500

    220,500

    44,100

    264,600

    $250,000 or more

    25%

    $400,000

    400,000

    100,000

    500,000

  • If I already have an AmaZing Business Credit Card, will I lose any of my existing rewards balance?

    No. Your current rewards balance will not be affected. Future Cash Back or AmaZing Rewards Points will be added to your existing rewards balance.

  • Is there a limit to the amount of Cash Back or Points I can earn?

    For both the AmaZing Cash for Business and AmaZing Rewards for Business programs, Enhanced Earn rates will be awarded on Net Purchases in qualifying categories up to $150,000 combined spending per calendar year. For example, if you spend $100,000 in 3%/3x categories and $100,000 in 2%/2x categories, totaling $200,000, only the first $150,000 will qualify for the Enhanced Earn rates. The remaining $50,000 will earn the standard 1%/1x.

  • Will the redemption process change?

    No. The process for redeeming Cash Back or Points will not change. 

  • How do I access my accounts with Direct Business?

    After your application has been approved, your Welcome Kit will arrive. This kit will include your Company ID, which you will need to get started with banking online. To get started, simply click on the Direct Business Login link located in the top left box.

  • Can I view and make loan payments with Direct Business?

    Yes.

  • What can I do with Direct Business Plus Internet Banking?
    • All the conveniences of our basic Direct Business Internet Banking, plus these additional benefits:
    • Make Federal and State tax payments online
    • Transfer payroll and reimbursement funds directly to employee accounts

  • How can I deposit money without going into a bank branch?

    Scan and Send to deposit your business checks with Remote Deposit. Remote Deposit is a revolutionary technology that enables your business to scan paper checks directly from your office and transmit those images to the bank via a secure internet connection for processing and clearing.

  • I have both personal and business accounts with California Bank & Trust; can I access all accounts with Direct Business?

    Yes, you may access both business and personal accounts if your personal accounts are linked to your business profile.

  • Can I transfer funds between accounts?

    Yes, you can transfer between your eligible accounts*. Please check with your branch for further information on establishing account transfer relationships.

    *Federal law imposes transaction limitations on certain accounts and these limitations, as disclosed in the Deposit Account Agreement. Disclosure will apply to transactions initiated through these services.

  • How much does Direct Business or Direct Business Plus Internet Banking cost?

    Your monthly fees are waived for the first 3 accounts; however, bill payment fees, if applicable, will be charged to your account.

    Direct Business Internet Banking* and Bill Pay

    Monthly Fee:

    1 – 3 accounts

    No Charge

    4 – 8 Accounts
    (number of accounts capped at 8)

    $5 per account

    Set-up Fee

    No Charge

    Bill Pay Service Fee:

    1 – 20 bill payments

    No Charge

    21+ bill payments

    $0.50 per payment

    Transfers between authorized CB&T accounts

    No Charge**

    PC Banking Fee for Quicken®, Quickbooks®

    $8/month

     

    Direct Business Plus Internet Banking* and Bill Pay

    Monthly Fee:

    $20

    1- 3 accounts

    No Charge

    4 – 8 Accounts
    (number of accounts capped at 8)

    $5 per account

    Set Up Fee

    No Charge

    Bill Pay Service Fee:

    1 – 20 bill payments

    No Charge

    21+ bill payments

    $0.50 per payment

    Transfers between authorized CB&T accounts

    No Charge**

    PC Banking Fee for Quicken®, Quickbooks®

    $8 per month

    Additional Features:

    ACH – Employee Direct Deposit

    1 – 20 ACH Direct Deposits

    No Charge

    21+ ACH Direct Deposits

    $2 per item

    Electronic Tax Payments

    $5 per payment

     

    * See Direct Business and Direct Business Plus Internet Banking User Terms and Conditions Agreement for additional information.

    ** Certain accounts are subject to transaction limitations and a fee may be imposed for transactions exceeding these limitations.

  • Can I get copies of checks through Direct Business?

    Activity posted to your accounts is readily available online. Account information may be printed or downloaded for offline use. History can be reviewed for up to 18 months or as long as your accounts have been activated for Direct Business, whichever is less.

  • Who can I call with questions or if I need technical assistance with Direct Business?

    For questions regarding Direct Business Internet Banking, or if you need technical assistance, please contact Direct Business Internet Banking at (877) 650-0095. Customer Service - Monday through Friday, 6am–7pm PT, Password Reset - Monday through Saturday, 6am–7pm PT.

  • How can I keep my information private?

    Direct Business information is secured through the use of a unique Login ID, Company ID and Password. You should keep your password confidential and change it frequently to ensure that no one else can guess it. You should not walk away from your computer without exiting the system first; when you are finished with Direct Business, click the Log Out button located at the top of the right navigational toolbar. Once you have logged off, no further transactions can be processed until you log on to the system again.

  • What are the system requirements?

    Direct Business requires a secure Internet connection with a browser capable of 128-bit SSL encryption, such as Internet Explorer 6.0 or higher (recommended). Direct Business can be accessed by IBM-compatible PC and Mac computers.

  • Can I download my information into leading financial software titles?

    Account activity and bill payment information history stays on Direct Business for up to 18 months, so you will want to download your history periodically. With Direct Business you can easily export this information to popular financial planning software programs such as QuickBooks or Quicken. Direct Business offers easy downloading of your transaction information via a Download button in the Account Detail section.

  • What can I do with Direct Business Internet Banking?
    • Pay bills and set up current and future payments
    • Select whom to pay, how much and when
    • Retrieve up-to-date balances on your accounts
    • View account balance information and transaction history (beginning from the service activation date) up to 18 months going forward on a rolling basis
    • View check images online
    • Set up account alerts
    • Export information into leading accounting software titles, including QuickBooks
    • Transfer funds between authorized accounts
    • Combine up to 10 invoices and 2 credit memos in one payment
    • View loan and credit card information
    • You decide who in your company has what level of authority
    • Securely email California Bank & Trust
    • Place stop payments online
    • Transfer funds from your account to the account of another online banking customer at CB&T
    • Easy, online Travel Notifications—notify CB&T of your travel plans online and help prevent your credit or debit card from being blocked while traveling
    • Dispute an unauthorized ACH or card transaction on your account
    • Initiate domestic outgoing wire payments
    • Enroll in CBT Business Mobile Banking
    • Make deposits through CBT Business Mobile Deposit
    • View your statements, notices and tax documents online with eDocuments

  • How do I enroll in Bill Pay?

    You can sign up for Bill Pay online. When setting up specific bill payments, you set the date that the payment is due. The system will automatically calculate the timing and process the payment to arrive on the payment due date.

  • If I have multiple businesses, can I sign them all up for Direct Business?

    Direct Business allows you to view accounts, which are under one Tax ID Number. If you have a parent company with smaller entities underneath it, all operating under various TIN's, you may be interested in Treasury Internet Banking, our more comprehensive online banking solution.

  • Can I use my OnCard while travelling?

    Absolutely. OnCard is great for travelling. The reserve feature helps you store money in advance for travel expenses. The OnCard app gives visibility to your spending. Also, additional OnCards are great for families with teens wishing to establish or manage a travel budget.

    As with other payment tools, we recommend notifying the bank of your travel plans to help avoid card disruption while traveling. While VISA^® is accepted worldwide, for international travel, please be aware that OnCard does not currently come with an EMV chip. Some countries require chip technology, so please check your country of travel for chip requirements before you leave.

  • Where can I use OnCard?

    Anywhere Visa is accepted, including person-to-person platforms. You may also use it to pay bills and access cash at a merchant’s terminal or an ATM.

  • How many OnCards can I order?

    There is a limit of one primary OnCard account per individual. Once you have your primary OnCard account, you may allow one secondary cardholder and up to five dependent OnCards within your account.

    Although you may only have one primary OnCard account, you are allowed to be a secondary or dependent on up to 5 other accounts.

  • Who is a good fit for OnCard?

    OnCard is a great solution for you if you are interested in:

    1. Managing your money to help: stay out of debt, plan for expenses, grow your savings, prepare for retirement, manage a fixed income.
    2. Sharing money with others, such as paying allowance, supporting your student, providing an expense card for a nanny, delegating purchase responsibility, or teaching financial literacy.
    3. Having a card to use online or with person-to-person payment services.

  • How do I set up my personal identification number (PIN)?

    You can set up or update your PIN from within the OnCard app or website by selecting: Card Management > Change PIN. You can also change your PIN by phone by calling the phone number located on the back of your OnCard.

  • What is the maximum balance I can have on my card?

    Maximum monthly balance of all OnCards combined is $10,000.

  • Can I use OnCard for person-to-person payments, such as Venmo?

    OnCard works with all person-to-person applications that support the VISA card network. Please refer to the specific application for possible restrictions.

  • Is the information I submit during my OnCard online enrollment safe?

    Yes. The technology supporting OnCard is PCI (Payment Card Industry) compliant and uses Transport Layer Security (TLS) to secure any data transferred to and from pages where you submit or view personal information.

  • Is there a fee to enroll in OnCard?

    There is a one-time fee of $5 to enroll for OnCard. If you’d like to add additional cardholders to your account, there is a one-time fee of $3 per additional cardholder.

  • How do I set aside money within OnCard for later use?

    OnCard allows you to remove funds from your available balance and save them for later by using the Reserve feature.

    Login to your OnCard app or website, select Add Money > Reserve, then specify the amount you want to reserve.

    Funds in Reserve can’t be used towards purchases until you move them back to your available balance. Your available balance in your OnCard app will not include funds set aside in reserve, however, your Online Banking will continue to show the total amount of funds in your OnCard account.

  • Can OnCard be used for PIN purchases?

    Yes, you can use OnCard for PIN purchases.

  • How do I check my balance or see my transactions?

    You can check your balance and transactions any time in the OnCard app or website. You can also call the number on the back of your card.

  • How do I enroll in OnCard?

    You can enroll online by logging into your regular Online Banking account, selecting Services > Apply Now > OnCard Prepaid Debit Card. You may also visit a branch location. You must have a deposit account (checking or savings) with us to qualify for the OnCard account.

    If you do not yet have a checking or savings account, you may open one at a branch or online. If you apply online, you will need to wait until you receive email confirmation of your new checking or savings account before enrolling in OnCard.

  • How long will it take to receive my OnCard?

    Your card typically arrives within 7-10 days.

  • Why do you need my Social Security Number?

    We are required to collect this information to identify all cardholders in compliance with the USA PATRIOT Act, which helps minimize the risks associated with money laundering and terrorist funding.

  • Where can I load cash?

    You can load cash to your OnCard at any branch location in our great family of banks. This includes: Amegy Bank, California Bank & Trust, National Bank of Arizona, Nevada State Bank, Vectra Bank, and Zions First National Bank. OnCard cannot be loaded at an ATM.

  • How do I load using another bank account?

    You can establish funding from another bank account by logging in to the OnCard app or website, selecting Add Money > Funding Accounts. After inputting the account information, two trial deposits will be sent to that account that you will need to verify. These trial deposits may take two to three days to show in your history. When you find them, return to the OnCard app or website and click Verify Funding Source. Enter the trial deposit amounts in the two fields provided (the order doesn’t matter). Once you’re finished, you’ll be able to load by clicking Load Card any time from the app or website. ACH transfers take 3-5 business days to be funded to your OnCard account. You may only have one ACH loading account set up at a time.

  • What is an Authorization Hold?

    When paying for certain kinds of transactions with your OnCard, the merchant accepting the card may request advance authorization of that transaction and may estimate the amount of the transaction. This is usually because the final purchase amount is not known at the time you present your card. For example:

    • Gas stations will accept the OnCard to prepay for fuel inside the station, but "pay at the pump" purchases may be authorized for an amount greater than the gas purchase.
    • Restaurants, hotels, and car rental agencies may get authorization for an estimated purchase amount, rather than the actual purchase amount.

    An “Authorization Hold” is a temporary hold on the funds available on your card for the amount of that authorized transaction. An Authorization Hold generally will be released within 3 business days after the date we authorized that transaction. However, certain merchants—especially rental car companies, hotels, and others that authorize high dollar amounts—may cause an Authorization Hold to remain in effect for an extended period of time. You can see each Authorization Hold on the funds available on your card at any time by calling the number on the back of your card or logging in to the OnCard app or website. Certain transactions may be handled differently by different merchants. If you are unsure of a merchant's policy, it's best to ask before presenting your card.

  • How do I load using my bank account?

    On the OnCard app or website, navigate to Add/Transfer Money > Load Card. There are two types of connections available, instant loads, and ACH loads. Instant load accounts are pre-loaded to your OnCard during enrollment for the Primary cardholder from eligible checking, savings and money market accounts. ACH account loads are available to all cardholders, and take 3-5 days to load. You may only have one ACH loading account set up at a time.

  • Can OnCard be used for credit/signature purchases?

    Yes. If the merchant’s terminal accepts credit, select the credit option. You will be asked for your signature and will not be asked for your PIN. Please note that your card is still a prepaid debit card and can only be used for the funds available on your account. Selecting credit only changes the way the card processes. It does not change your card type, and therefore does not extend you credit.

  • Can I lock and unlock OnCard?

    Yes. You can lock and unlock your OnCard using the app or website. The Primary OnCard account holder can lock and unlock additional OnCards within their account.

  • What are Alerts?

    Alerts are a way of getting automated notifications about your balance, transactions, and status. You choose the Alerts you want to receive and how you want to receive them—either as an email, or push notification delivered to your wireless phone or other mobile device. Standard messaging or data rates may apply.

  • What happens when I return something I bought with my OnCard?

    Any refund for goods or services will be provided in the form of a credit to your OnCard. While most merchants settle these at night, this may vary depending on the merchant. Verify with the merchant when you should expect to see a credit. Typically, a credit from a return should reflect on your OnCard within a few business days.

  • Is OnCard right for me?

    Yes, especially if you’re interested in:

    1. Budgeting to help you stay out of debt, plan for expenses, grow your savings, prepare for retirement, manage a fixed income and more.
    2. Sharing money with others, e.g., paying your child’s allowance, supporting your college student, providing an expense card for a nanny, delegating purchasing responsibility, teaching financial literacy.
    3. Having a card to use online or with person-to-person payment services.

  • Do I need to have an account to sign up for OnCard?

    OnCard enrollment requires that the primary cardholder have a checking or savings account with the bank. If you do not have a checking or savings account, you can apply online or at a branch before beginning your OnCard enrollment. If you apply online, you will need to wait until you receive email confirmation of your new checking or savings account before enrolling in OnCard. Instantly approved accounts will receive an email right away, whereas accounts requiring additional follow-up will take 1-2 business days.

  • How do I set up Alerts?

    Within your OnCard app or website, select My Account > Alerts. You can choose to receive alerts for additional OnCards as well. Remember to check your phone settings to allow push notifications from OnCard.

  • What controls are available for dependent cardholders on my account?

    Both the primary and secondary cardholders have full controls on all cards. You can transfer money in and out of each card, lock the cards, and lock the ability to manage or fund a card. You can lock or unlock various features at any time through the OnCard app or website by navigating to Card Management > Access Controls.

    Please note, our customer service agents will assist an additional OnCard cardholder if he/she reports a card lost or stolen, even if card management is disabled. All new and replacement cards are sent to the primary cardholder address on record.

  • What is OnCard?

    OnCard is a powerful money-management app connected to a reloadable prepaid debit card that allows you to both budget and share money with family and friends.

  • How long do I have to verify a funding account?

    The trial deposits are valid for 45 days. After 45 days, or if you enter the amounts incorrectly 3 times, you will need to remove the funding account and start over.

  • What happens to funds on my OnCard account if I close it?

    For dependent cards, the remaining balance can be transferred back to the primary account. When a secondary cardholder cancels, the funds remain on the primary card holder’s account.

    For primary cardholders, we encourage you to remove all funds from your card prior to closing. You can do this by using your card in a split tender transaction or by bringing your card to a branch location to withdraw the remaining funds.

    If there are still funds on the primary cardholder account at closing, we will begin the refund process. The refund process may take up to 30 days, so please try to use your entire balance prior to closing. When possible, we will transfer the funds back to the primary carhdolder’s account. If the bank account has also been closed, we will issue a check to the last address on file.

  • Can I pay bills with my OnCard?

    Yes. You can use your OnCard the same way you would use any VISA® card for payments.

  • Is there a minimum balance for OnCard?

    No, there is no minimum balance requirement. However, if all OnCards within your account maintain a zero balance with no activity, the account may be subject to closure after a year.

  • How do I set up Direct Deposit?

    Log into the OnCard app or website and select Add/Transfer Money > Direct Deposit. Your direct deposit information will include the routing number and account number, which you can then use in setting up your Direct Deposit.

  • Why does the balance for my OnCard show differently in the online banking site than the OnCard app?

    The OnCard Reserve feature allows you to set aside funds for later purchases. These funds will show as part of your overall OnCard account in your online banking experience, however they do not show as part of your available funds in the OnCard app. Reserve funds are set aside and will not count towards available funds for purchases.

  • Are there limits on purchases or other withdrawals?

    There is a daily maximum of $500 for ATM cash withdrawals. The maximum amount for cash back from merchants is $100 per transaction and $500 per day. The daily limit for over-the-counter cash is $100 per transaction and $300 per day. The daily limit for all transactions, including purchases at VISA® Merchants, is $3,000.

  • How can I withdraw cash with my OnCard?

    You can withdraw cash at any ATM that displays the VISA® or STAR logo. There is no fee when receiving cash from any of our branch locations, which includes: Amegy Bank, California Bank & Trust, National Bank of Arizona, Nevada State Bank, Vectra Bank, and Zions First National Bank.

    Some merchants will allow you to receive cash back when you use your OnCard and PIN to make a purchase.

  • Can OnCard be used for online purchases?

    Yes. OnCard is a great tool for online purchases.

  • What do I do when my OnCard expires?

    We will send you a new card before your expiration date. Please remember to update any recurring payments, as your replacement card will have a new number.

  • How do I activate my OnCard?

    You may activate your card by visiting the OnCard activation pages below, or within the OnCard mobile app by selecting Active/New User.

    For California Bank and Trust
    https://www.calbanktrust.com/oncard-activate

  • How do I transfer money to other OnCards within my account?

    You can transfer money by logging in to the OnCard app or website and selecting Add/Transfer Money > OnCard to OnCard Transfer.

    You can also load funds directly to another OnCard by the same process used to load your own OnCard – just select their card when loading.

  • Can I use Apple Pay, Samsung Pay, or Android Pay with OnCard?

    These services are currently not supported by OnCard.

  • Will my credit report be checked to determine if I can get an OnCard?

    No, a credit check is not required to open an OnCard account. OnCard is a reloadable prepaid debit card and no credit check is performed.

  • How does OnCard work?

    OnCard works best if you utilize both the money-management app and the reloadable prepaid debit card together.

    As a reloadable prepaid debit card, you load money to your card account and only the amount you load is available to access. You can add money to your OnCard over and over, making it an everyday payment tool. OnCard can be used to make purchases at a store, online, to pay bills, and to make person-to-person payments.

    With the app, you turn your everyday payment tool into a money-management solution for budgeting and sharing money.

    To budget, simply use your OnCard for all your everyday purchases. The app will establish a starting budget for you after 30 days. You can then plan the budget you want by adjusting budget categories. The app will help you track where you're within budget and where you're over. Trend reports are created to give you visibility month to month so you can continue to fine-tune and adjust your budget as desired.

    To share money, you can add more OnCards to your account. You can add one Secondary, which has the same rights as the Primary, and up to 5 Dependent OnCard cardholders that have limited rights. The Primary and Secondary can transfer money to and from any of the Dependent OnCards. This capability is great for managing allowance, providing college students controlled access to money, or delegating purchases.

    The app also offers the ability to set aside funds for later use. This allows you to plan for future expenses by reserving money in a separate, visible space within your OnCard account. Additionally, the app provides you card controls like lock, unlock and alert services.

  • What are the age requirements to have an OnCard?

    To enroll in your own OnCard account, you must be at least 18 years old. You may add a Secondary cardholder that is also 18 or older. When adding up to five additional Dependent OnCards, cardholders must be age 13 or older. Dependent cardholders under 18 must be on an account where the Primary is their parent or legal custodian.

  • How do I add a Secondary or Dependent cardholder?

    You can add a Secondary or Dependent cardholder any time by opening your OnCard app, then selecting: My Account/Add Additional OnCards. Additional cardholders do not require a checking or savings account.

  • Will I receive statements showing charges on my OnCard?

    Yes. Once you activate your OnCard, you will receive periodic electronic statements showing all activity on your OnCard. To access your statements, go to My Account > Statements within the OnCard app or website.

  • What if I need a replacement card?

    You can order a replacement card by contacting the number on the back of your card.

  • Does OnCard have an age requirement?

    To enroll in your own OnCard account, you must be 18 years old or older. Secondary cardholders must also be 18 or older. Additional cardholders—you may add up to five—must be 13 years old or older, and cardholders under 18 must be on a parent or legal custodian’s account.

  • How do I put money on my OnCard?

    There are several ways to load your OnCard. You can transfer funds from your bank account, add cash at a branch location, direct deposit funds, or transfer funds from a third-party bank.

  • How do I update my address?

    You can update the address on the OnCard site by navigating to MyAccount > Your Address. You can also call our customer care center using the number on the back of your card. The address must be a valid U.S. address (no foreign addresses allowed).

    • California Bank & Trust, call 888-202-0716

  • Where will additional OnCards be sent?

    All OnCards will be sent to the primary cardholder’s address on file. This includes additional cards such as a secondary or dependent card.

  • How do I dispute a transaction?

    To dispute a transaction please call the toll-free number on the back of your OnCard to speak to one our customer service representatives.

    • California Bank & Trust, call 888-202-0716

  • Is there a minimum or maximum load amount?

    The initial load has a minimum of $25 and a maximum of $1,000. After that, there is no minimum load amount for instant loads from your account, direct deposit, or loading cash at a branch location.

    When loading from an ACH bank account, the minimum load is $25.

    There is a maximum load amount of $3,000 per day per account. Maximum requirements are established on prepaid accounts in compliance with anti-money laundering measures.

  • What’s the difference between my pending transactions and posted transactions shown on the OnCard app or website?

    Pending transactions are authorizations for a specific amount that have not yet been processed for payment. The funds are still in your account, but are reserved and cannot be used. A posted transaction has been submitted and cleared for payment. The amount of the transaction has been deducted from the funds available on your OnCard.

  • Will you run a credit check to determine if I can get an OnCard

    No. Because OnCard is a reloadable prepaid debit card, no credit check is required, and usage does not affect your credit rating.

  • What if my OnCard is lost or stolen?

    First, lock your card using your OnCard app or website. Second, notify the bank. You can use your OnCard app or website by selecting Card Management < Report Card Lost/Stolen, or call the number on the back of your card. If your card has been used for unauthorized purchases, a customer service agent will be able to assist you with the dispute process.

  • What's the basic amount of FDIC-insured coverage for each depositor?

    The standard insurance amount is $250,000 per depositor, per insured bank, for each account ownership category. Some examples of FDIC-insured deposits include:

    • Savings accounts
    • Checking accounts
    • NOW accounts
    • Cashier's checks
    • Official checks
    • Letters of credit
    • Certificates of deposit (CDs)
    • Money orders

  • How can I increase the amount of FDIC insurance beyond $250,000?

    If your combined ZB, N.A. account balances exceed $250,000, there are several quick and easy ways to increase or maximize your insurance coverage.

    Deposits maintained in different categories of legal ownership and meeting the FDIC's requirements are separately insured. So you can have more than $250,000 insurance coverage at ZB, N.A. through a combination of different categories of ownership. The most common categories of ownership are single accounts, joint accounts, and revocable trust accounts.

    In addition to the FDIC insurance on your other deposits, each depositor is separately insured up to $250,000 for funds held in certain retirement accounts.

    For example, FDIC deposit insurance could increase to $500,000 for funds in joint accounts for two depositors. Each of those depositors could also have up to $250,000 of deposit insurance for funds in each of their single accounts, and another $250,000 of deposit insurance for funds in each of their IRAs.

    You can't increase FDIC insurance by dividing funds in the same ownership category among different accounts. The type of account—whether checking, savings, CD, or outstanding cashier's check or other form of deposit—has no bearing on the amount of insurance coverage. So, having $250,000 in both a single ownership savings account and a single ownership CD, doesn't result in more than $250,000 total insurance coverage.

    The examples provided below are for demonstration purposes only and should not be relied upon as they may not directly apply to every account holder. Account holders should speak with a California Bank & Trust representative for additional information and may need to contact the FDIC (as the provider of the insurance) depending on the specific situation.

    Examples:

    $2,000,000 FDIC-Insured Deposits for a Family or Group of Two

    Customer 1's single account

    $250,000

    Customer 2's single account

    $250,000

    Joint account

    $500,000

    Customer 1's IRA

    $250,000

    Customer 2's IRA

    $250,000

    Customer 1's payable on death to Customer 2

    $250,000

    Customer 2's payable on death to Customer 1

    $250,000

     

     

    $3,500,000 FDIC-Insured Deposits for a Family or Group of Four

    Customer 1's single account

    $250,000

    Customer 2's single account

    $250,000

    Joint account

    $500,000

    Customer 3's aggregate joint account funds

    $250,000

    Customer 4's aggregate joint account funds

    $250,000

    Customer 1's IRA

    $250,000

    Customer 2's IRA

    $250,000

    Customer 1's payable on death to Customer 2

    $250,000

    Customer 2's payable on death to Customer 1

    $250,000

    Customer 1's payable on death to Customer 3

    $250,000

    Customer 1's payable on death to Customer 4

    $250,000

    Customer 2's payable on death to Customer 3

    $250,000

    Customer 2's payable on death to Customer 4

    $250,000

     

  • How is FDIC insurance calculated for my family's living trust?

    Accounts in the name of a living trust—often referred to as testamentary, payable on death or revocable trusts—are insured separately from any individual or jointly-owned funds of the owner(s). For the purposes of FDIC-insurance coverage, a beneficiary is defined as a living natural person, charity (valid under IRS rules), or non-profit organization (valid under IRS rules). Assuming all FDIC requirements are met, the funds are insured to $250,000 for each eligible beneficiary. See the following example.

    The Family Trust

    Owners: Owner 1 and Owner 2

    Beneficiaries: Beneficiary 1 and Beneficiary 2

    Owner 1 in trust for Beneficiary 1

    $250,000

    Owner 1 in trust for Beneficiary 2

    $250,000

    Owner 2 in trust for Beneficiary 1

    $250,000

    Owner 2 in trust for Beneficiary 2

    $250,000

     

  • What is the CB&T SWIFT Number?

    For all incoming international wires and received export letters of credit please use the following:

    SWIFT BIC for incoming international wires: ZFNBUS55 - Zions Bancorporation N.A.

    SWIFT BIC for incoming Letters of Credit: ZFNBUS55LAX - Zions Bancorporation N.A., CBT Division 

  • What is the CB&T Routing Transit Number?

    Your routing number, or routing transit number (RTN) assigned by the ABA, will be assigned based on your account opening location. 

     

    ABA routing numbers are assigned as follows:

    Northern CA Area – 121002042

    Southern CA Area – 122003396

    San Diego Area – 122232109

     

    Find your routing number on checks:

    Your routing number can also be found at the bottom of your checks. This will show as the first 9-digit number on the bottom left side, located on the MICR number line.

    For additional information, please call the CB&T Customer Contact Center during business hours at (800) 400-6080 (available Mon.-Fri., 7am-7pm and Sat., 9am-5pm PT), or visit the nearest branch.

  • Someone sent me money with Zelle, how do I receive it?

    If you have already enrolled with Zelle, you do not need to take any further action. The money will move directly into your bank account, typically within minutes[1].

    If you have not yet enrolled with Zelle, follow these steps:

    1. Click on the link provided in the payment notification you received via email or text message.
    2. Select California Bank & Trust
    3. Follow the instructions provided on the page to enroll and receive your payment. Pay attention to the email address or U.S. mobile number where you received the payment notification - you should enroll in Zelle with that email address or U.S. mobile number to ensure you receive your money. 

     

    [1]To receive money in minutes, the recipient's email address or U.S. mobile number must already be enrolled with Zelle.

  • How do I use Zelle?

    You can send, request, or receive money with Zelle. To get started, log into California Bank & Trust online banking or mobile app and select “Send Money with Zelle®” Enter your email address or U.S. mobile phone number, receive a one-time verification code, enter it, accept terms and conditions, and you’re finished.

    To send money using Zelle, simply select someone from your mobile device’s contacts (or add a trusted recipient’s email address or U.S. mobile phone number), add the amount you’d like to send and an optional memo, review, then hit “Send.” In most cases, the money is available to your recipient in minutes[1]. 

    To request money using Zelle, choose “Request,” select the individual(s) from whom you’d like to request money, enter the amount you’d like to request, include an optional note, review and hit “Request”. 

    To receive money, just share your enrolled email address or U.S. mobile phone number with a friend and ask them to send you money with Zelle.

     

    [1]To receive money in minutes, the recipient's email address or U.S. mobile number must already be enrolled with Zelle.

  • How do I get started?

    It’s easy — Zelle is already available within California Bank & Trust mobile banking app and online banking! Check our app or sign-in online and follow a few simple steps to enroll with Zelle today. We recommend you enroll before someone sends you money – this will help you get your first payment faster.

    You can find a full list of participating banks and credit unions live with Zelle

    If your recipient’s bank isn’t on the list, don’t worry! Our network of participating financial institutions is always growing, and your recipient can still use Zelle by downloading the Zelle app for Android and iOS.

    To enroll with the Zelle app, your recipient will enter their basic contact information, an email address and U.S. mobile number, and a Visa^® or Mastercard^® debit card with a U.S. based account (does not include U.S. territories). Zelle does not accept debit cards associated with international deposit accounts or any credit cards.

  • I’m unsure about using Zelle to pay someone I don’t know. What should I do?

    If you don’t know the person or aren’t sure you will get what you paid for (for example, items bought from an on-line bidding or sales site), you should not use Zelle for these types of transactions.

    These transactions are potentially high risk. Neither Zelle nor California Bank & Trust offer a protection program for any purchase or sale conducted using Zelle.

  • Are there any fees to send money using Zelle?

    California Bank & Trust does not charge any fees to use Zelle[1]. 

     

    [1] Zelle is intended for sending money to family, friends and people you know and trust. It is recommended that you do not use Zelle to send money to people you don't know.

  • Who can I send money to with Zelle?

    You can send money to friends, family and people you know[1]. We recommend you ask people to enroll with Zelle before you send them money – this will help them get your payment more quickly[2]. 

    Since money is sent directly from your bank account to another person’s bank account within minutes[2], it’s important to only send money to people you trust, and always ensure you’ve used the correct email address or U.S. mobile number. Zelle should not be used to send money to people you don’t know or to purchase goods.

     

    [1] Must have a bank account in the U.S. to use Zelle. Sender and receiver must be enrolled in Zelle to complete transaction. See your Zelle Payment Service Agreement for more details. Standard text and data rates from your mobile phone carrier may apply. Available services are subject to change without notice.

    Zelle and Zelle related marks are wholly owned by Early Warning Services, LLC. and are used herein under license.

    [2] To receive money in minutes, the recipient's email address or U.S. mobile number must already be enrolled with Zelle.

  • How long does it take to receive money with Zelle?

    Money sent with Zelle is typically available to an enrolled person within minutes[1]. Ask your friends and family to enroll with Zelle before you send them money – this will help them get your payment more quickly.

    If you send money to someone who isn’t enrolled with Zelle, they will receive a notification prompting them to enroll. After enrollment, it may take between 1 and 3 business days for your recipient to receive their first payment. This is a security feature of Zelle designed to protect you when you’re sending or receiving money with Zelle. Once their first payment completes, your recipient will be able to receive future payments faster, typically within minutes[1].

    If it has been more than three days, we recommend confirming that the person you sent money to has enrolled with Zelle and that you entered the correct email address or U.S. mobile phone number. If you’re waiting to receive money, you should check to see if you’ve received a payment notification via email or text message. If you haven’t received a payment notification, we recommend following up with the sender to confirm they entered the correct email address or U.S. mobile phone number.

    Still having trouble? Please give California Bank & Trust Online and Mobile Banking Customer Support a call toll-free at (888) 217-1265, Monday – Saturday 7 a.m. to 7 p.m.

     

    [1] To receive money in minutes, the recipient's email address or U.S. mobile number must already be enrolled with Zelle.

  • Will the person I send money to be notified?

    Yes! They will receive a notification via email or text message.

  • How does Zelle work?

    When you enroll with Zelle through the California Bank & Trust app, the name of your bank and the email address or U.S. mobile number you enrolled is shared with Zelle (no sensitive account details are shared – those stay with California Bank & Trust). When someone sends money to your enrolled email address or U.S. mobile number, Zelle looks up the email address or mobile number in its “directory” and notifies California Bank & Trust of the incoming payment. California Bank & Trust then directs the payment into your bank account, all while keeping your sensitive account details private.

  • What types of payments can I make with Zelle?

    Zelle is a great way to send money to family, friends, and people you are familiar with such as your personal trainer, babysitter or neighbor[1].   

    Since money is sent directly from your bank account to another person’s bank account within minutes[2], Zelle should not be used to send money to people you don’t know or trust. 

    Zelle should not be used for the purchase of goods. Neither Zelle nor California Bank & Trust offer a protection program if you do not receive what you paid for, or the item you receive is not as described or as you expected.

     

    [1]Must have a bank account in the U.S. to use Zelle. Sender and receiver must be enrolled in Zelle to complete transaction. See your Zelle Payment Service Agreement for more details. Standard text and data rates from your mobile phone carrier may apply. Available services are subject to change without notice. 

    Zelle and Zelle related marks are wholly owned by Early Warning Services, LLC. and are used herein under license.

    [2]To receive money in minutes, the recipient's email address or U.S. mobile number must already be enrolled with Zelle.

  • Can I cancel a payment?

    You can only cancel a payment if the person you sent money to hasn’t yet enrolled with Zelle. To check whether the payment is still pending because the recipient hasn’t yet enrolled, you can go to your activity page, choose the payment you want to cancel, and then select “Cancel This Payment.”

    If the person you sent money to has already enrolled with Zelle, the money is sent directly to their bank account and cannot be canceled. This is why it’s important to only send money to people you know and trust, and always ensure you’ve used the correct email address or U.S. mobile number when sending money. 

    If you sent money to the wrong person, we recommend contacting the recipient and requesting the money back. If you aren’t able to get your money back, please call the Consumer Online & Mobile Banking Customer Service at (888) 217-1265, Monday – Saturday 7 a.m. to 7 p.m. for assistance.

  • Can I use Zelle internationally?

    In order to use Zelle, the sender and recipient’s bank accounts must be based in the U.S.

  • What is Zelle®?

    Zelle is a fast and easy way to send money directly between almost any bank accounts in the U.S., typically within minutes[1]. With just an email address or U.S. mobile phone number, you can send money to people you know and trust, regardless of where they bank[2]. Ask your recipient to enroll with Zelle before you send them money – this will help them get your payment more quickly.

     

    [1] To receive money in minutes, the recipient's email address or U.S. mobile number must already be enrolled with Zelle.

    [2] Must have a bank account in the U.S. to use Zelle. Sender and receiver must be enrolled in Zelle to complete transaction. See your Zelle Payment Service Agreement for more details. Standard text and data rates from your mobile phone carrier may apply. Available services are subject to change without notice.

    Zelle and Zelle related marks are wholly owned by Early Warning Services, LLC. and are used herein under license.