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Online Banking FAQs

We have answers to questions that customers and other visitors to our website frequently ask. Simply click on a question below to see the answers. You also can find what you're looking for by entering a word or phrase in the Search box above.

Choose a category:

Getting Started

Account Access

Transferring Funds

Account Alerts

U.S. Bill Pay & e-Bills

Online Euro Bill Payments

Self-Service

Quicken

Technical and Security

Getting Started

How do I sign up for Community Bank Online?

To sign-up for Community Bank Online, click on the "Enroll Now" option located under the Online Banking tab in the top navigation bar.

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What is Community Bank Online?

Community Bank Online is an Internet-based service that provides you a safe and convenient way to do your banking. With Community Bank Online, you can view your account balances, transfer funds, receive and pay bills, send service requests to the bank and more.

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What can I do with Community Bank Online?

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What are the benefits of using Community Bank Online?

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What is U.S. Bill Pay?

U.S. Bill Pay is a free feature of Community Bank Online that allows you to pay your domestic bills online. In addition, with U.S. Bill Pay, you can elect to receive e-Bills electronic versions of your paper bills from a variety of companies like Verizon Wireless, State Farm Insurance and Dish Network.

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What is the Euro Bill Payments service?

The Euro Bill Payment service is a convenient and inexpensive way to pay your local bills, such as rent, traffic tickets, telephone and cable. Euro Bill Payment Service is offered in Germany, The Netherlands and Italy only. You can schedule single and repeating payments.

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How much does Community Bank Online cost?

Community Bank Online, including U.S. Bill Pay, is free of a monthly service charge. The only Community Bank Online service for which a fee is assessed is Euro Bill Payments. Euro Bill Payments are $1 per transaction (free of charge for organizational customers).

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Can I use Quicken with Community Bank Online?

Yes. You can download your account activity using Quicken.

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What are nicknames?

Nicknames are names that you assign to your accounts to help you easily identify them in Community Bank Online. You may choose a nickname at any time, up to 40 alphanumeric characters.

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What do I need to enroll for Community Bank Online?

To get started, you need a Community Bank checking or savings account, a computer, a modem, access to the Internet and a browser that supports 40- or 128-bit encryption. (We recommend 128-bit encryption, but 40-bit encryption is the minimum requirement.) The use of SSL requires an SSL compatible browser. While SSL will protect your security, the site looks and works best with the following SSL browser versions:

If you have any questions, please contact our Customer Service Department at 800-239-9427.

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Can I begin using Community Bank Online immediately?

Yes, however if you selected the U.S. Bill Pay service during enrollment, please note that it takes one full business day to complete the enrollment process. U.S. Bill Pay will be available for your use the following business day.

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How do I sign in?

Go to www.DoDCommunityBank.com and select "Sign In Here". On the Login page, enter your User Name and password. If you've forgotten your password, click the "Forgot your passcode?" button. When signing on to a new PC for the first time, you will be prompted to answer challenge questions that you established during the enrollment process.

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What if I forget my password?

From the Online Banking log in screen, enter your User Name and click "enter". Select the "Forgot your passcode?" link, and continue to respond to the 2 security questions that were established upon enrollment. After successfully answering these questions, you will be prompted to enter a new password. Click enter and your password will be reset.

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What if I forget my Username?

Contact Customer Service at 800-239-9427.

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Account Access

I have an existing account with Community Bank. Can I access that account through the Internet?

All Community Bank retail checking and savings accounts are eligible for free Community Bank Online. Enrollment is fast and easy.

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For which accounts can I see transaction information?

You may view transactions for any Community Bank checking or savings accounts.

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Transferring Funds

What personal accounts can I transfer between?

With Community Bank Online, you can transfer funds between your checking and savings accounts that were established in the same country.

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When will my funds become available?

Transfers you submit on bank business days before the daily cut-off will be credited to your account on the same day. Transfers submitted after the cut-off time or on a non-bank business day will be credited on the next bank business day. Cut-off times are 4 p.m. U.S. Central Time, Monday through Friday for the European Theater, including Guantanamo Bay, excluding U.S. bank holidays and 4 a.m. U.S. Central Time, Monday through Friday for the Pacific Theater, including Kwajalein and Diego Garcia, excluding U.S. bank holidays.

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What are the dollar amount limits on transfers?

Transfers can be submitted for amounts between $1.00 and $10,000.00.

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Account Alerts

How do I set up account alerts in Online Banking?
  1. Log in to Online Banking and navigate to Alerts within the Home menu.
  2. Select Contact Points from the navigation bar to add the email addresses and mobile phone numbers at which you would like to receive alerts. You may also schedule dates or times during which you would prefer not to receive alerts.
  3. Select Manage Alerts from the navigation bar, and use the Add Alert button next to each type of alert you would like to receive. For each alert, you may need to specify the account, balance thresholds that trigger it, and which email or mobile phone number will receive it.

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What types of alerts can be set up?

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U.S. Bill Pay & e-Bills

What is U.S. Bill Pay?

U.S. Bill Pay is a free service of Community Bank Online that allows you to pay your domestic bills online. In addition you can elect to receive e-Bills electronic versions of your paper bills from a variety of companies like Verizon Wireless, State Farm Insurance and DISH Network.

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What are e-Bills?

e-Bills are electronic versions of your paper bills that you receive from participating merchants through Community Bank Online.

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How is receiving an e-Bill different from receiving a paper bill?

An e-Bill comes directly from the biller to Community Bank Online. The difference is that you are presented with an electronic version of the bill. You can view balances, transactions, finance charges and other statement information. (Each payee offers unique features associated with their bill.)

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Who can I pay with U.S. Bill Pay?

You can pay almost any U.S. domestic business or individual that you currently pay by check - your phone bill, loan payments, insurance, credit cards - even your dentist or daycare center. (APO/FPO addresses may require additional delivery time.) Please note you cannot pay non-U.S. payees, court-ordered payments or state and federal taxes online at this time.

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How do I start using U.S. Bill Pay?

To start using U.S. Bill Pay, sign on to Community Bank Online and select the "USD Bill Payment" tab. You'll need copies of your bills to begin adding payees. If you're not already signed up for USD Bill Payment, send us a secure e-mail from the Services tab.

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How long does it take for a payment to reach my payee?

We recommend scheduling your payments to be processed at least five business days before the actual payment due date. Scheduling payments sufficiently in advance of the due date on the bill allows enough time for the payee to receive the payment and credit it to your account.

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How much does U.S. Bill Pay cost?

U.S. Bill Pay is a free service of Community Bank Online.

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Can all of my bills be e-Bills?

E-Bills are only available from select U.S. domestic companies. An e-Bill icon on the payee list indicates the participating companies.

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How many companies offer e-Bills?

The number of companies offering this convenient feature is growing all the time. An e-Bill icon on the payee list indicates the participating companies.

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If a payment is scheduled and not enough funds are available, does the payment wait until sufficient funds are available to pay?

No. The payment will reject and we may charge you an insufficient funds fee. You will need to reschedule the payment for a time when sufficient funds will be available.

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When I pay bills using Community Bank Online, what is the "type" in the transaction register?

Bill payments are displayed as "Payment" in the Register and Statement transaction type column.

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Does Community Bank Online recognize the correct zip code and area code for the city or the state in the Add New Payee screen?

Community Bank Online does not recognize an incorrect zip or area code. We suggest you verify all payee information using a current bill before entering the new payee information.

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What are the dollar amount limits on bill payments?

Bill payments can be submitted for amounts between $0.01 and $10,000.00.

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Can I pay payees outside the United States?

No. Only U.S. domestic payees are available at this time.

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Can I pay in currencies other then U.S. dollar?

No. Bill payments are only payable in U.S. dollars.

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Online Euro Bill Payments

What is the Online Euro Bill Payments service?

This service is only available in Europe, not including the United Kingdom. Through Online Euro Bill Payments, you can pay your local bills conveniently using Community Bank Online. Both single and repeating payments can be made to any SEPA participating country. To learn more about the Online Euro Bill Payments service, visit the following link: Euro Bill Pay.

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Self-Service

What account services can I do online?

There are a variety of self-service features available to you through Community Bank Online. You can:

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Can I reorder checks?

Yes. You can reorder checks by selecting Service Center > Services > Order Checks within Community Bank Online.

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Can I change my phone number, street address or email address?

Yes. You can change your phone number, street address or e-mail address by selecting Service Center > Services within Community Bank Online.

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How do I change my password?

Select "Update Email, User Name or Password" in the Services tab within Service Center to change your password immediately. If you've forgotten your password and can't login, click the "Forgot your passcode?" button on the Login page.

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How do I change my User Name?

Instantly change it yourself under the Services tab within Service Center on Community Bank Online by selecting "Update Email, User Name or Password" or call us at 800-239-9427 between 8 a.m. to 7 p.m. CT, Monday through Friday (except U.S. bank holidays). Your new User Name can be between 1 and 24 characters with any combination of letters and/or numbers.

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Can I stop payment on a check online?

You can submit a request to stop payment on a check through Community Bank Online by selecting "Stop Payment - Check" on the Services menu within Service Center. Or, you may call us at 800-239-9427.

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Can I order a check or a statement copy?

Yes. You can order a check or a statement copy by selecting the Services tab within Service Center on Community Bank Online. However, you can also print statement images for up to 180 days from the statement date by selecting "Online Statements" under the "Mange Accounts" tab.

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How do I contact Community Bank with a question?

For questions about your accounts or requesting account services, you can send and receive secure mail using Community Bank Online. From the "Home" menu, select "Messages". You will be taken to the Message Center where you can send and receive secure messages between yourself and Community Bank.

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Quicken

Can I use Quicken with Community Bank Online?

Community Bank Online is compatible with the personal financial management software package Quicken, which allows Community Bank Online users to download transactions using the "Export" button on the Manage Accounts tab. Users can conveniently choose to export new transactions or a specific date range.

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How do I export transactions from Community Bank Online into Quicken?

You can download transactions from Community Bank Online into your personal financial management software. Make sure to use the online Help screens for further details. To export transactions from your Community Bank Online account to Quicken:

  1. Select the "Manage Accounts" tab from the Homepage.
  2. Select "Account Register".
  3. Select the account you would like to export from the dropdown box at the top of the screen.
  4. Select the "Export" button at the bottom of the page.
  5. Select either 'Since Last Export Date' or select a date range using the calendars.
  6. Select a format to export choose Quicken.
  7. Click the "Export" button.

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If I import transactions from Community Bank Online into Quicken, will Quicken alert me of duplications?

No. Rather than review each transaction, Quicken will only receive bulk information. Duplicate transactions must be removed manually. To avoid this, review your Community Bank Online account thoroughly before importing it to Quicken.

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Are there tax software programs that work specifically with Community Bank Online?

The personal financial management software package Quicken provides tax features.

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Technical and Security

What if I forget my password?

From the Online Banking log in screen, enter your User Name and click enter. Select the "Forgot your passcode?" link, and continue to respond to the 2 security questions that were established upon enrollment. After successfully answering these questions, you will be prompted to enter a new password. Click enter and your password will be reset.

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What if I forget my User Name?

Contact Customer Service at 800-239-9427.

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Will there be two User Names for joint accounts?

Yes. Each account holder is issued a separate User Name.

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Can all account owners use the same user name?

All owners can use the same user name. However, this is not recommended as individual accounts, legal or servicing matters, even death could result in limited or restricted access to Community Bank Online.

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When I change my User Name, is it effective immediately?

Yes.

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What kind of computer equipment and software do I need for Community Bank Online?

You need a computer, modem, Internet access and one of the following recommended Internet browsers: Microsoft Internet Explorer 8 and higher or Mozilla Firefox 3.6 and higher. You can use either a Macintosh or a Windows computer.

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I'm a Mac user - will I be able to access Community Bank Online?

Yes, as long as you're using a recommended Internet browser.

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What Internet browsers should I use to access Community Bank Online?

Community Bank Online works best with Microsoft Internet Explorer 8 and higher or Mozilla Firefox 3.6 and higher.

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I can get to the Community Bank Online home page, so why can't I login to my account?

The most common problems are cookies, browsers, typing errors and ISPs.

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I've reset my password, but I still can't login. What could I be doing wrong?

Community Bank Online passwords are case sensitive. Make sure the CAPS LOCK isn't on and try again. If you are still unable to login, please call Customer Service at 800-239-9427.

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How do I print statements and other information in Community Bank Online?

Select the Printer Friendly button located on the bottom of the Statement page to print your statement. For all other information, different Internet browsers and browser versions have different options for printing frames. Consult your Internet browser Help files to determine the best method for printing.

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What security measures does Community Bank Online use?

Community Bank Online incorporates industry standard security features that protect your data so you can manage your money with safety and confidence. We want to provide you with peace of mind when you access your account information.

Community Bank Online utilizes encryption technology, which is the scrambling of information for transmission back and forth between two points so that it cannot be read by unauthorized parties. A key is required to decode the information. When you request information about your accounts, the request is sent encrypted to Community Bank. We then decode your request for information and send it back to you in an encrypted format. When you receive it, your information is decoded so that you can read it. Because your account information is being transmitted between you and Community Bank, encryption protects your account information so it can't be intercepted and read by a third party.

In addition, Community Bank provides a service called SiteKey, an online banking security feature used to help confirm the identity of the bank and the customer. Using SiteKey is like having a safe deposit box that requires 2 keys to open. Before the customer and the bank agree to open the box together, they confirm each other's identity. You can select one of thousands of images, a brief phrase and choose challenge questions. Both you and Community Bank pass that information securely back and forth to confirm your identities prior to transacting activity on your accounts. If you do not see the SiteKey you selected while you are attempting to login to Community Bank Online, do not enter your user name or password and Contact Customer Service at 1-800-239-9427 immediately.

And we encourage you to always take steps in addition to these Community Bank security features to protect your personal information. Here are some tips:

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Is Community Bank Online secure?

Yes. Community Bank is committed to making Community Bank Online safe and secure to provide you with peace of mind when you access your account information. To ensure the security of your account information, Online Banking also uses 128-bit SSL encryption. To help protect your privacy while you are using the service, we will sign you out of Community Bank Online after 15 minutes of inactivity. However, you can modify the timeout period by going to Service Center > Services > Update email, User Name, or Password.

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What does SSL mean?

SSL stands for Secure Socket Layer. This technology allows users to establish sessions with Internet sites that are secure, meaning they have minimal risk of external violation. Once inside the Community Bank Online site, you are secure through our use of SSL technology.

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What is encryption?

Encryption is the scrambling of information for transmission back and forth between two points. A key is required to decode the information. When you request information about your accounts, the request is sent encrypted to Community Bank. We then decode your request for information and send it back to you in an encrypted format. When you receive it, your information is decoded so that you can read it. Because your account information is being transmitted between you and Community Bank, encryption protects your account information so it can't be intercepted and read by a third party.

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What is 128-bit encryption?

There are basically two types of encryption: High and Standard. The difference between these types of encryption is the strength of capability. A High (128-bit) encryption is exponentially more powerful than a Standard (40 or 56-bit) encryption. High or 128-bit encryption means there are septillion possible keys that could fit into the lock that holds your account information, but only one that works each time you bank online. Community Bank Online uses the highest level of encryption (128-bit) to ensure your online transmissions are secure.

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What is a Global Certificate?

A Global Certificate is a specialized SSL certificate which raises the minimum security level for all users to 128-bit encryption, even for those browsers that do not have the 128-bit feature turned on. This technology was developed to enable customers to temporarily interact with Web sites that demand a minimum encryption level of 128-bit. Therefore, our Global Certificates will automatically raise your security level for the duration of your Community Bank Online session, thereby providing added assurance that your data is protected.

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Online Banking FAQ
FDIC

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