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Frequently Asked Questions

NetTeller | Bill Payment | Mobile Banking | Travel Tips


To help make your online banking experience a pleasant one, we have tried to anticipate some questions you may ask. If you have further questions, please stop by, call Commercial Bank at 1-888-518-7053 between the hours of 8:00 A.M. and 5:00 P.M., or e-mail us at info@cbtcnet.com, and we will be happy to assist you.


What is NetTeller banking?
How do I get started?
How do you provide for the security of my banking information?
What can I do to protect my account and personal information while I am banking online?
I forgot my NetTeller ID code. What do I do?
I created an alias for my NetTeller ID code but cannot remember it. How do I get in the system?
The system has stopped accepting my commands, the login screen appeared, and the system may have been idle for 10 minutes or longer.
Is there a cost for NetTeller?
Which accounts can I access through NetTeller?
From which accounts can I transfer funds?
How late in the evening can I make transfers?
If the system shows an error during the transfer, what do I do?
How current is the account information I access through NetTeller?
If I open a new Commercial Bank account, how soon can I start using NetTeller?
Can I download my account information to my financial management software?
How much history is available to view?
The text, submit button, columns, and figures do not fit on my screen.

What is NetTeller banking?  |  Back to Top
NetTeller at Commercial Bank allows you to access your Commercial Bank accounts and obtain balance information, perform account transfers and statement retrieval, download account history or transactions, and stop payments, all via the Internet.

How do I get started?  |  Back to Top
NetTeller services from Commercial Bank are best viewed with Netscape Navigator 3.02 or higher and Microsoft Explorer 4.0 or higher. The browser must support 128-bit SSL encryption. If your browser does not support 128 bits, we suggest updating your browser to support 128 bits for added security.
Stop by or call Commercial Bank, and we will assign you an initial NetTeller ID code and a Personal Identification Number (PIN) to use when signing on to the system. Once you sign on to NetTeller, you will be prompted to change your PIN. The PIN must consist of 6 to 8 alpha/numeric characters only. Never share your PIN!


How do you provide for the security of my banking information?  |  Back to Top
We follow strict standards to provide for the security of your banking information online. A few of these standards are listed below:

  • Your banking information never travels the Internet without encryption protection.
  • Login sessions have a time-out limit requiring you to login again once the limit is reached.
  • PIN guessing is deterred and reported.

We are constantly developing and implementing security enhancements to ensure the integrity of our Internet banking system.

What can I do to protect my account and personal information while I am banking online?  |  Back to Top

  • Memorize your password. Your NetTeller ID code and PIN verifies you when you begin an online banking session with Commercial Bank.
  • DO NOT use the save password option on your computer.
  • DO NOT write down your password or reveal it to anyone.
  • Change your password regularly.
  • Remember to sign off. You may not always be at your computer when you bank online. Therefore, while in an open banking session, it is important to log-off when you are finished banking or when you leave the room for a few moments. For your protection, Commercial Bank automatically logs you off after 10 minutes of inactivity.
  • Use the built-in security features of your browser. Choosing certain security settings and options will help protect the privacy of your accounts and personal information. The Help Option or Properties on your browser should provide you with the security options available on your system.
  • If you feel your online NetTeller ID code or PIN has been stolen or compromised, please notify Commercial Bank immediately at 1-888-518-7053.

I forgot my NetTeller ID code. What do I do?  |  Back to Top
Call Commercial Bank at 1-888-518-7053 between the hours of 8:00 A.M.–5:00 P.M. Monday through Friday. After proper ID verification, Commercial Bank will give you instructions regarding your ID number.


I created an alias for my NetTeller ID code but cannot remember it. How do I get into the system?  |  Back to Top
Simply use the original NetTeller ID code that was assigned to you when you first registered for NetTeller services. Once you are logged on, you can create a new alias.


The system has stopped accepting my commands, the login screen appeared, and the system may have been idle for 10 minutes or longer.  |  Back to Top
For security purposes, the system is set with a default feature for a 10-minute time-out. If the system is not used for 10 minutes, the user will be inactive and will have to login again.


Is there a cost for NetTeller at Commercial Bank and Trust?  |  Back to Top
No, online banking is FREE with any personal or business account at Commercial Bank.


Which accounts can I access through NetTeller?  |  Back to Top
With NetTeller at Commercial Bank, you can access your checking accounts, savings accounts, money market accounts, Certificates of Deposit, Individual Retirement Accounts (IRAs), loans, and lines of credit.


From which accounts can I transfer funds?  |  Back to Top
You may transfer funds from a savings, checking, money market account, or line of credit TO a loan, line of credit, savings, checking, or money market account. Certificates of Deposit and Individual Retirement Accounts (IRAs) have only viewing capabilities.


How late in the evening can I make transfers?  |  Back to Top

The transfer cut-off time is 6:00 P.M. CST Monday through Friday and does not include holidays or bank-declared holidays.


If the system shows an error during a transfer, what do I do?  |  Back to Top
Do not immediately "reload" the transfer. First, check the account the transfer was drawn on, and then check the account status of the account to which the funds were transferred. If no debits or credits appear on your accounts, then the transfer was incomplete. Only then should you "reload" the transfer.


How current is the account information I access through NetTeller?  |  Back to Top
Account information is “real time.” When transfers are made online, the debit and credit will appear in each account once a confirmation number is given by the system. If you make a withdrawal at an Automated Teller Machine (ATM) or use a debit card, the information is posted to your account as soon as Commercial Bank receives the data from either the ATM vendor or merchant.


If I open a new Commercial Bank account, how soon can I start using NetTeller?  |  Back to Top
If you registered for NetTeller when you opened your account, your information will automatically be accessible to you the next business day.


Can I download my account information to my financial management software?  |  Back to Top
Yes! You can download account information to Quicken, Microsoft "R" Money, or a spreadsheet program such as Excel or Lotus. The information may also be saved as text and exported to your favorite word processing software.
When downloading account information, save the information to a designated file folder on your computer or specify the destination required for Quicken or Microsoft "R" Money. To retrieve the saved account information, please follow the instructions on your software application (Quicken, Microsoft "R" Money, etc.).


How much history is available to view?  |  Back to Top
NetTeller at Commercial Bank includes 365 days of history, in addition to the current month or current statement information.


The text, submit button, columns, and figures do not fit on my screen.  |  Back to Top
Use the scroll bars at the bottom and side of your screen. Depending on your browser and monitor settings, certain information may not be readable unless you use the scroll bar. To correct the problem you may want to reset your monitor settings.


What bills can I pay through online Bill Pay?

How many payees may I have set up?
Can I edit payee addresses?
How do I know if a merchant is electronic or check?
Can I set up recurring payments?
How far in advance should I set up a payment to insure it is paid on time?
How late in the day can I enter, edit, or delete a payment?
What happens if I have a scheduled payment that falls over a weekend or holiday?


What bills can I pay through online Bill Pay?  |  Back to Top of Bill Payment Section
You can pay anyone in the United States from the next-door neighbor, the utility company, the bank, and even a child in college across the country. However, you cannot pay any government agency.


How many payees may I have set up?  |  Back to Top of Bill Payment Section
You may have up to 99 payees set up through the Internet.


Can I edit payee addresses?   |  Back to Top of Bill Payment Section
No. You will have to set up a new payee with the correct address and delete the old one.
How do I know if a merchant is electronic or check?  |  Back to Top
Once you have set up the vendor/merchant, you can look at the VIEW PAYEES screen and see a field that will tell you if the payee is electronic or check.


Can I set up recurring payments?  |  Back to Top of Bill Payment Section
Yes, you can set up recurring payments in the following frequencies:
Weekly
Bi-weekly
Semi-monthly
Monthly
Bi-monthly
Quarterly
Semi-annually
Annually


How far in advance should I set up a payment to insure it is paid on time?  |  Back to Top of Bill Payment Section
Check payments should be scheduled 10 business days in advance of payment due date. Electronic payments should be made 4 business days in advance of payment due date.
* You may want to set up a payment to yourself so you can see how the system works.*


How late in the day can I enter, edit, or delete a payment?  |  Back to Top of Bill Payment Section
You may add, edit or delete payments up to 2:00 am for the 1st processing and up to 12:00 noon cst for the second processing on the day the payment is sent.


What happens if I have a scheduled payment that falls over a weekend or holiday?  |  Back to Top of Bill Payment Section
Scheduled payments that fall over a weekend will be processed on Friday. Any new payments that are scheduled over that particular weekend will be processed on Sunday night.  Holiday processing occurs the last working day before the holiday.



What is Mobile Banking?
How do I enroll and access Mobile Banking?
What is Text Banking?
How do I enroll in Text Banking?
What are the restrictions on the type of mobile devices that can be used to access my accounts?
What happens if I lose my cell phone or it is stolen?
What do I need to do if I get a new phone?
What functions can I perform from my mobile device with Mobile Banking?
What functions and commands are available with Text Banking?
Can I access my accounts from devices other than the one I sign-up?
Can I add a new payee in bill pay or delete a bill pay transaction from my cell phone?
How do I know if my transfer or bill payment was completed successfully?
When I try to enter an amount for a bill payment or transfer, I can’t enter any numbers just letters. Why?
How far back does the transaction history go?
What happens if I lose communication/signal during a transaction?
What if I no longer want to be a Mobile or Text Banking user?
Why will my mobile device not work with Mobile Banking?

Q: What is Mobile Banking?

A: Mobile Banking is a FREE service from Commercial Bank & Trust that allows you to access information, complete transfers between your Commercial Bank accounts and pay bills from your cell phone.

Q: How do I enroll and access Mobile Banking?

A: Enrolling in Commercial Bank Mobile Banking is as easy as 1-2-3.

  1. Log into Commercial Bank NetTeller.
  2. Once you are logged into NetTeller, select the Options tab and click Mobile Settings on the menu bar.
  3. Check the “Activate Mobile Banking Access” and complete the accounts you wish to have access to with mobile banking, your cell phone number and cell phone service provider. Check the “I accept these full terms and conditions” after reviewing the Mobile Banking agreement and press Confirm.
That’s it – you’ll receive a text message confirmation of your enrollment and a link to login and begin using Mobile Banking! Login anytime by going to www.cbtcnet.mobi from your cell phone.



Q: What is Text Banking?

A: Text Banking is a FREE service from Commercial Bank & Trust that allows you to check your account balance or recent transaction history by sending a text message to Commercial Bank. *Your cell phone provider may charge additional fees for text messages. Consult your phone provider for details.

Q: How do I enroll in Text Banking?

A.

  1. Log into Commercial Bank NetTeller.
  2. Once you are logged into NetTeller, select the Options tab and click Mobile Settings on the menubar. Select the Option for “Text Mobile Banking.”
  3. Select “Enable text access for your mobile device” and enter your cell phone number.
  4. Select the accounts you wish to be able to access by text and assign a “Mobile Short Name” to each account. The Mobile Short Name can be used to access information about that specific account. For instance, if you assign “checking” as the Mobile Short Name for your primary Commercial Bank checking account, you could text “BAL checking” to get your current balance on this account.
  5. After you have selected each account that you want to access by text and assigned a Mobile Short Name, press Submit. Check the “I accept these full terms and conditions” after reviewing the Mobile Banking agreement and press Confirm.
  6. After you press Confirm, an Important Notice will appear at the top of your screen. This notice will ask you to text a validation code from your cell phone to Commercial Bank to confirm your enrollment. You will receive a text message confirming your enrollment.

Q: What are the restrictions on the type of mobile devices that can be used to access my accounts?

A: Commercial Bank Mobile Banking works with any web-enabled mobile phone device whose network allows secure SSL traffic. Text Banking works with any device that supports SMS text messaging. Check with your provider to ensure your device is supported.

Q: What happens if I lose my cell phone or it is stolen?

A: With Commercial Bank Mobile banking your account information is not stored on your cell phone. Therefore, your account number and other confidential information cannot be stolen from a lost or stolen phone. However, if you use Text Banking and your phone keeps old text messages, previous automated responses from Commercial Bank regarding your account balance and transaction history could be viewed. Be sure to delete text messages that respond to account balance and transaction inquiries if you are concerned about this information being accessible in the unfortunate even your phone is lost or stolen.

Q: What do I need to do if I get a new phone?

A: If you simply get a new phone, but are using the same phone number and provider, no changes are necessary. If you switch providers, and/or phone numbers, log in to NetTeller on your PC and update your provider and number information under Options > Mobile Settings (on menu bar).

Q: What functions can I perform from my mobile device with Mobile Banking?

A: With Mobile Banking you can:

  • View transaction history
  • View account balances
  • Transfer funds between accounts
  • Pay bills to existing payees

Q: What functions and commands are available with Text Banking?

A: Text one of the following commands to Commercial Bank to receive a response

  • BAL- Balance in All Enrolled Accounts
  • BAL [Mobile Short Name]- Balance in Specified Account
  • HIST- Recent Transaction History for All Enrolled Accounts
  • HIST [Mobile Short Name]- Recent Transaction History for Specified Account
  • HELP- Shows List of Available Mobile Commands
  • STOP- Ends Text Banking Enrollment
Note: Messages are not case sensitive.

Q: Can I access my accounts from devices other than the one I sign-up?

A: Yes, just go to www.cbtcnet.mobi for our mobile formatted site. If your device is web-enabled and allows secure SSL traffic, you will be able to login to your account. However, confirmation text messages (SMS), confirming transfers and bill payments will be sent to the device you sign-up, not the device you are using.

Q: Can I add a new payee in bill pay or delete a bill pay transaction from my cell phone?

A: No, Mobile Banking is limited to sending payments to already established payees. To add a new payee or delete a bill pay transaction, login to NetTeller on your PC, select Bill Payment and complete the action. Once you have setup a new payee, you will be able to submit payments to this payee from your mobile device.

Q: How do I know if my transfer or bill payment was completed successfully?

A: Each time you make a transfer or a bill payment with Mobile Banking, a confirmation text message (SMS) will be sent to your cell phone. If you do not receive the confirmation message, double check to make sure the transaction went through, especially if your cell phone loses signal.

Q: When I try to enter an amount for a bill payment or transfer, I can’t enter any numbers just letters. Why?

A: Check your phones settings and documentation to ensure that your keypad is not set to Alpha-only. For some keypads, you may have to press the button associated with the number more than once to make a number appear.

Q: How far back does the transaction history go?

A: You can view up to 15 days of transaction history on your mobile device.

Q: What happens if I lose communication/signal during a transaction?

A: When you complete a transaction from your mobile device (bill payment, funds transfer, etc.) you will receive an SMS Text Message as confirmation that the transaction was successful. If you do not receive this message due to a dropped call or lost signal, check your accounts and resubmit any transactions that did not process.

Q: What if I no longer want to be a Mobile or Text Banking user?

A: Login to Commercial Bank NetTeller . Select Options > Mobile Settings (on menu bar) and deselect “Activate Mobile Banking Access” and press Agree to end your enrollment in Mobile Banking. Text Banking users can end their enrollment by texting “STOP” to Commercial Bank or deselect their enrollment from the NetTeller Text Banking screen.

Q: Why will my mobile device not work with Mobile Banking?

A: To use mobile banking, you must :

  1. Be enrolled in traditional Internet banking.
  2. Enroll in Mobile Banking through NetTeller.
  3. Have a mobile device that is web-enabled.
  4. Have a mobile network that allows secure SSL traffic. (You may need to contact your mobile provider to determine this.)
If you know your device is supported and you continue to experience problems, contact Commercial Bank Customer Service at 888-518-7053 for assistance.

IMPORTANT, PLEASE NOTE: Use ONLY the navigation buttons provided in mobile banking to return to the previous page or navigate to other pages during a session. Do not use the "back" or "clear" key on your cell phone to return to previous pages. Use of the "back" or "clear" key on many phones may result in incorrect information provided to subsequent inquiries in that session.

Traveling outside of the United States is a great way to spend a vacation discovering new places and new things. To ensure that your travels are care-free, it’s important to make some plans about your finances ahead of time. Here are some tips so that you don’t find yourself in a bind.

Before You Travel:

Let us know that you’ll be traveling. Simply give us a call at 888-518-7053, give us the dates and locations that you’ll be traveling, and we’ll make sure that your charges are approved. You may also want to contact your credit card company if you plan to carry a credit card with you to notify them of your intent to travel.

Let us know if you need to use your VISA debit card as CREDIT.You can always use your VISA debit card as a DEBIT by inputting your 4-digit PIN. Due to the high rate of fraudulent activity in foreign countries, international CREDIT transactions on your VISA debit card are normally blocked. Just let us know that you will need to use your card as a CREDIT, and we’ll temporarily remove the block from your card during your travel. You’ll be able to sign and be on your way!

Write down your card numbers and emergency telephone numbers and keep them separate from your wallet/purse. In case you lose your wallet, you’ll still have the contact numbers to report your cards lost/stolen.

Make sure your bills are paid up to date. If you’re leaving for an extended period of time, use NetTeller to set up recurring payments for recurring bills. This will help you avoid being assessed any late charges while you are gone.

Take at least two forms of payment. In addition to your VISA debit card, consider carrying a credit card just in case. Also, consider taking the local currency and exchanging your currency before you go. Merchants may accept foreign currency, but they also may charge a high exchange rate. Let us know what you need, and we can get your foreign currency the next day!



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