Personal Online Banking

Online Banking FAQs

Save time and get quick answers to your Online Banking-Personal questions.  Choose a category below to get started:

• Getting Started
• Account Access and Transferring Funds

• Technical and Security

For answers to questions not covered here, contact C3bank today

Getting Started

What is Online Banking-Personal?

Online Banking-Personal is an Internet-based service that provides you with a safe and convenient way to do your banking 24 hours a day, 7 days a week. With Online Banking-Personal, you can view your personal account balances, obtain current and previous statements, transfer funds between accounts and more!

How much does Online Banking-Personal cost?

Online Banking-Personal is free to C3bank customers with personal accounts.

Who can access Online Banking-Personal?

Online Banking-Personal is available to any customer with a C3bank personal account such as checking, savings, loan or CD.

How do I sign up for Online Banking-Personal?


To begin using Online Banking-Personal, click the Online Banking-Personal Enroll button at the top of the page. Review the Online Banking-Personal Online Banking Agreement and Disclosure and click I Accept These Terms. Complete the First Time Log In form. If you do not know your four-digit Electronic Banking PIN, contact C3bank at (951) 788-2265. Once you click Submit on the First Time Log In form, you will be prompted to enter an Access ID and Password. For your protection, your Password must be a minimum of 8 characters with at least one number and one letter. The Access ID and Password fields are also case sensitive. You will use these to sign on to Online Banking-Personal in the future.

If I have a business account with C3bank, can I access it through Online Banking-Personal?


If you have a business account with C3bank, you can access it through our Online Banking-Business service. Click here to learn more about Online Banking-Business or contact your banker today!


Account Access and Transferring Funds

Which of my personal accounts can I access through Online Banking-Personal?

You can view the following personal accounts with Online Banking-Personal:

• Checking
• Savings
• Reserve Checking (Overdraft Protection)
• Line of Credit
• Mortgage
• Personal Loans
• Certificate of Deposit (CD)
• Individual Retirement Account (IRA)

What do I do if I can't view all of my accounts on Online Banking-Personal?

If you are unable to view all your personal accounts, please contact C3bank during regular business hours.

How current is the information on Online Banking-Personal?


Unlike other financial institutions, which update information in "batches" one or two times a day, Online Banking-Personal is "real-time." Account balances and transactions for savings and checking accounts are generally current and will reflect transactions made during the day as they occur. Transactions conducted by a teller are usually posted by the end of the business day. Please remember that checks deposited with a teller may require time for the check to clear before the funds are available in your account. Balances for other account types such as loans and CDs are generally current as of the end of the previous business day.

How much transactional information is maintained on Online Banking-Personal?

You can access transactional information for your current and previous bank statements including check images. The past 12 months of statements are also available to view and print.

When will transfers made through Online Banking-Personal be credited or debited from my account?

Most financial transactions requested before 6:00 p.m. Central Standard Time, are processed immediately on the business day they are requested. Transactions requested after 6:00 p.m. Central Standard Time or on weekends and holidays will be processed on the next business day. When a transaction is complete, you will receive a confirmation number. The transaction will appear on your bank statement as usual.

Can I transfer funds from/to another financial institution through Online Banking-Personal?

You may only transfer funds between your Online Banking-Personal accounts within C3bank.

Can I transfer funds between my personal and business accounts using Online Banking-Personal?

You are unable to transfer funds between your personal and business accounts. Please contact C3bank to make transfers between these types of accounts.

Can I download my Online Banking-Personal account information into my financial management software on my computer?

Yes, information can be downloaded from your checking, savings or loan accounts on Online Banking-Personal into a format that can be used with Quicken, Microsoft Money or other commonly used spreadsheet applications (such as Excel, Access or Lotus). Simply follow these steps:

1. From the Accounts screen, select the account from which you want to export information. This will take you to the Balance screen.
2. Click on the Transactions button or select Transaction Menu from the drop down list.
3. Complete the Transactions Search box.
4. Click Export

Technical and Security

What system requirements will I need to use Online Banking-Personal?

To access Online Banking-Personal you will need a computer with Internet access and an Internet browser with 128-bit encryption such as Internet Explorer 5.5, Version SP1 or greater. For optimal viewing, use a monitor with a resolution of 800 x 600 and a computer with a 486 processor or higher.

Whom do I call if I have problems signing on to Online Banking-Personal?

If you are having problems signing on to Online Banking-Personal such as your Password doesn't work or the link from www.C3bank.com to Online Banking-Personal doesn't work, please contact C3bank during regular business hours.

If you are experiencing problems with your Internet browser, connection or other technical issues with your computer, please contact the appropriate provider or supplier. C3bank is unable to provide technical support for computer or browser related problems.

What if I forget my Access ID or Password?

If you forget your Access ID or Password, please contact C3bank during regular business hours.

How do I change my Online Banking-Personal Password?

If you want to change your Password, follow these instructions:

1. Sign On to Online Banking-Personal.
2. Click the Change Password button located under Options.
3. Enter your existing Password.
4. Enter your new Password.
5. Enter your new Password a second time for confirmation.
6. Click Submit. Your Password is changed.

For your protection, Passwords must be a minimum of 9 characters and include at least one number and one letter. Fields are also case sensitive. You will also be required to change your Password every 90 days.

Can I access Online Banking-Personal outside the United States?

You can access Online Banking-Personal from anywhere you can access the Internet including outside the United States.

Can I access Online Banking-Personal from more than one computer at the same time?

Yes, you can sign on to Online Banking-Personal from more than one computer at the same time. This allows accounts with more than one owner to use Online Banking-Personal at the same time. For example, if a household has a joint checking account, one member of the household can access it from home while the other can access it from work. Account holders can create their own unique Access ID and Password.

Why do I receive errors when I use my back or forward buttons in my Internet browser?

Due to security requirements, there are some instances where we prevent pages from being saved to your computer's hard drive or kept in your computer's memory. In these cases, you will receive a browser error message that requests you to "reload" the page. If you are using Netscape, simply click the browser's Reload button and you will
receive the last page you visited. If you are using Internet Explorer, simply click the browser's Refresh button.

What security measures does Online Banking-Personal use?

Online Banking-Personal uses several different methods to protect your information:

All information within Online Banking-Personal uses the SSL (Secure Socket Layer) protocol for transferring data. SSL is encryption that creates a secure environment for the information being transferred between your browser and C3bank.

At a high level, SSL uses public key cryptography to secure transmissions over the Internet. In practice, your browser will send a message via SSL to the bank's server. The bank responds by sending a certificate, which contains the bank's public key. Your browser authenticates the certificate (agrees that the server is in fact C3bank), then generates a random session key which is used to encrypt data traveling between your browser and the bank's server. This session key is encrypted using the bank's public key and sent back to the server. The bank decrypts this message using its private key, and then uses the session key for the remainder of the communication.

Secure Socket Layer (SSL) protects data in three key ways:

• Authentication ensures that you are communicating with the correct server. This prevents another computer from impersonating C3bank.
• Encryption scrambles transferred data.
• Data integrity verifies that the information sent by you to C3bank wasn't altered during the transfer. The system detects if data was added or deleted after you sent the message. If any tampering has occurred, the connection is dropped.

What is 128-bit encryption?

There are 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 for each time you bank online. C3bank uses the highest level of encryption (128-bit) to ensure your online transmissions are secure.

Mobile Banking FAQs

Mobile Banking

With Mobile Banking you can manage your accounts from anywhere you happen to be, 24 hours a day, 7 days a week. Mobile Banking allows anyone with an Internet Banking account to access their account information from a mobile phone. Mobile Banking offers two ways to access your accounts:

TXT - With Mobile Banking TXT you can view your current balances and recent transaction history as easily as sending a text message. To access Mobile Banking TXT, you will need to choose Text Messaging as a service. Once your enrollment is confirmed you will be able to TXT: Message and Data rates may apply.

App - With the Mobile Money App, you can download an app to your smart phone. Using this App, you can view your current balances and recent transaction history as well as transfer money between your enrolled 1st Bank accounts. To access Mobile Money App, you will need to choose Downloadable Application as a service. Once your enrollment is confirmed, you will be sent a link via text message that will allow you to download the application. You will be presented with your Authentication Image and pass phrase and asked for your Personal Internet Banking password each time you log on. Message and Data rates may apply.

Choose a category below to learn more:

• General Questions
• Registration Questions
• Text Messaging Service Questions
• Mobile Web Service Questions
• App Service Questions

General Questions:

Is Mobile Money secure?

To ensure the safety and privacy of your account information, we provide some key security features in Mobile Money:

• Unique Activation Code - We send you a unique activation code to verify your phone number. This code associates your mobile phone with your account. This verification also lets you know your mobile phone number has been successfully registered in our system.
• Authentication - You are authenticated for every interaction with Mobile Money.
• Encryption - We use 128-bit encryption for all transactions
• Fraud Detection - We incorporate mechanisms such as transaction validation and transaction reconciliation processes to detect fraud.
• Auditability - We provide full audit capabilities through event logs and event-based reporting.
• No Identifiable Information - We don't return any personally identifiable information in a text message, such as your full account number, e-mail address, or personal address. We never ask for or include your user ID or password in any message we send.

Is my personal or financial information stored on my phone?

No. We don't save any files with your personal or financial information on your phone. That information stays strictly within online banking. For some phones, such as a Blackberry, we have logo and branding files that we copy to your phone, but those files do not contain any personally identifiable information.

Are there fees to use Mobile Money?

At this time, we don't charge fees to access or use Mobile Money. Message and Data rates may apply. You should contact your mobile service provider for information about fees associated with sending or receiving text messages or accessing the Internet from
your mobile phone.

Which accounts can I access in Mobile Money?

You can access any account you've set up in Internet Banking. When you register fro Mobile Money, you can choose which accounts you want to access.

How current is the account information?

When you view your account balance, you see the current available balance. When you view transaction history, you see the most recently posted transactions. We don't show any pending transactions.

Can I add more than one mobile phone?

Yes. You can register several mobile phones for Mobile Money. To add a new phone, go to Internet Banking and access the Mobile Banking pages (under Options). On the My Phones page, select Add New Phone.

What if my phone number changes?

If your mobile phone number changes, go to Internet Banking and access the Mobile Banking Pages. On the My Phones page (under Options), find the old phone number and select the option Change my phone number.

What if my phone is lost or stolen?

If your mobile phone is lost or stolen, no one can access your account without knowing your password, and in some cases, your unique user name. To prevent unauthorized access to your account, you can deactivate your phone in Mobile Banking. Go to Internet Banking and access the Mobile Banking Pages. On the My Phones page (under Options), find the phone number and select the option Stop using this phone for Mobile Banking.

Which phones can I use for Mobile Money?

We support hundreds of models for these major brands: iPhone, Blackberry, HTC, LG, Motorola, Nokia, Pantech, Samsung, Sanyo and Sony Ericsson. We support phones on a number of different operating systems, including (but not limited to) Android, Blackberry, iOS, Symbian, Windows Mobile, Linux, Palm webOS and Maemo.

I have a prepaid plan. Can I use Mobile Money?

Mobile Money works with most prepaid plans, but we cannot guarantee that your service provider supports standard U.S. short codes. Please verify the ability to support short codes with your Mobile Prepaid Carrier. Message and Data rates may apply.

How do I stop using Mobile Money on my phone?

To stop using Mobile Money on your phone, go to Internet Banking and access the Mobile Banking pages (under Preferences/Options). On the My Phones page, find the phone number and select the option Stop using this phone for Mobile Banking.

Registration Questions

How do I get started with Mobile Money?


You can register with Mobile Money through your online banking service. Be sure to turn on your mobile phone and make sure it's ready to receive text messages. When you register for Mobile Money, you can choose which services you want to use and which accounts you want to access.
During registration we will send you a text message with a unique activation code to verify your phone number. This code associates your mobile phone with your account. To complete registration, enter the activation code that we send you. This verification lets you know your mobile phone number has been successfully registered in our system. You may also call Customer Service at (951) 788-2265 for assistance.

Do I have to agree to the Terms and Conditions to use Mobile Money?

Yes, you must read and accept our Terms and Conditions. If you have any questions about the points of our Terms and Conditions, call Customer Service at (951) 788-2265.

Can I register multiple users to the same phone?

No. For security purposes, only one user can register per phone.

I received my activation code but never used it - now what?

Your activation code expires 24 hours after we send it to you. However, you can always request a new activation code. Go to Internet Banking and access the Mobile Banking pages (under Options). On the My Phones page, find the phone number and select the option Get new activation code. We'll send you a text message with a new activation code.

I haven't received the activation code on my mobile phone. What should I do?

First, check the mobile phone number you entered during registration. If it is correct, try the following:

• Verify that your mobile phone is able to receive text messages. Check with your service provider if you're not sure.
• Contact your mobile service provider and make sure your phone can send and receive messages to and from a standard U.S. short code. (T-Mobile prepaid plans cannot)
• Request a new activation code. Go to Internet Banking and access the Mobile Banking pages (under Preferences/Options). On the My Phones page, find the phone number and select the option Get new activation code. We'll send you a text message with a new activation code.
• Contact Customer Service at (951) 788-2265 for assistance.

Text Messaging Service Questions

What do I need to use the text messaging service?

To use Mobile Money's text messaging service, you must:

• Have an Internet Banking account
• Have a mobile phone that supports SMS text messaging and short codes
• Register for Mobile Money and select the text messaging service.
• Message and Data rates may apply.

Why are my Mobile Money text messages coming from 96924?

You will receive all Mobile Money text messages from 96924. To make it easier to recognize our text messages, add us to your contact list with the short code 96924.

What is a short code?

A short code is a shortened version of a phone number. A short code is generally five or six numbers in length. Five-digit short codes range from 20000 to 99999, six digit short codes range from 222222 to 899999. You can send and receive text messages from a standard U.S. short codes as well as a traditional phone number.

What do you mean by "Message and Data rates may apply."?

Every mobile service provider has a different rate plan for text messaging and data services access. You may be charged per use or pay a flat rate for unlimited usage each month. You may also have different fees for text messaging and data services access. Please contact your mobile service provider directly if you aren't sure what fees you will be charged to use Mobile Money.

Where do I send my text messages?

Send all text messages to 96924.

What are keywords and how do I use them?

Keywords are the text messages you send to request account information or ATM and branch locations.

Account Balance Requests


• Keywords: B, BAL, BALANCE, BALANCES

• Check the balances for all accounts you've registered in Mobile Money.

Transaction History Requests


• Keywords: STMT, TRAN, HIST (account nickname)

• Check the most recently posted transactions of the account you specify with the account nickname. For example: TRAN S1

• Additional keywords: NEXT, MORE
• 
If your transaction history response message ends with "Reply NEXT" text NEXT or MORE to view more transactions.

ATM and Branch Location Requests

• 
Keywords ATM, BRANCH, BOTH (address)

• Find ATMs, branch locations or both near an address that you specify. You can enter:

• ZIP Code

• City and ZIP Code
• City and State
• 
Street, City and State

Help Requests


• Keywords: HELP, HLP

• Provides information about the Mobile Banking Keywords

Stop Requests

• 
Send all Stop Requests to 96924
• Keywords: STOP, END, CANCEL, UNSUBSCRIBE, STOP ALL

• Stop receiving Mobile Money alerts. Text
:
• STOP BNKG to cancel banking alerts
• 
STOP MKTG to cancel marketing alerts
• 
STOP ALL to stop all alerts

Are the keywords case-sensitive?

No.

What should I do if I don't get a response to a request?

Make sure you're sending the request to 96924. Check the keyword and any additional information required for the request such as the account nickname or address.

Can I send a keyword via e-mail?

No, keywords and text messages are not supported using e-mail. The two-way feature of our text messages works only with mobile phones.

Why are results sent as multiple messages?

Text messages are limited to 160 characters. Sometimes we can't send all of your account information in one message because it exceeds the character limit. In this case, we send your account information in multiple messages - no more than five at a time.

I have text messaging enabled on my mobile phone. Why can't I receive Mobile Money text messages?

Your mobile service carrier may be blocking short codes or you may have blocked short codes in your phone options. You must have short codes enabled to use Mobile Money. Check your phone options and then contact your mobile service provider to ensure they aren't blocking short codes.

Mobile Web Service Questions

What do I need to use the Mobile Web service?

To use Mobile Money's Mobile Web services you must:

• Have an Internet Banking account
• Have a mobile phone that supports web browsing
• Have a wireless data plan with your mobile service provider.
• Register for Mobile Money an select the mobile browser service
• Message and Data rates may apply.

How do I access the Mobile Money website?

During the registration process we will send you a unique website address (URL) that is intended only for you. The website URL will only work on the phones you have registered in Mobile Money. Be sure to bookmark the URL in your phone's web browser so you can easily return to it.

I can't find my link to the Mobile Money website! What should I do?

If you can't find the message that was sent during registration, and you did not bookmark the site, you can request another message. Go to Internet Banking and access the Mobile Banking pages (under Options). On the My Phones page, find the phone number and select the option Get a link to the Mobile Banking website.

When I click the link for the Mobile Banking website, nothing happens. What should I do?

Every mobile phone and mobile network is different, so you may not be able to click on a link in a text message. Try these troubleshooting tips:

• Open the text message and click the Send or Go button on your phone to access the website URL. Then click the address to go directly to the website.
• Open the text message and write down your unique website URL. Type the URL in your phone's web browser to go directly to the website.

If you still can't access the Mobile Money website, please contact your mobile service provider.

App Service Questions (Downloadable Application)

What do I need to download the Mobile Money application?

To download the Mobile Money application you must:

• Have an Internet Banking account
• Have a mobile phone that supports downloadable applications
• Have a wireless data plan with your mobile service provider
• Register for Mobile Banking and select the downloadable application service.
• Message and Data rates may apply.

Mobile banking is optimized for iPhones and Blackberries and Android phones.

How do I download Mobile Money to my phone?

For Blackberries you can download the Mobile Money application directly to your phone. During registration we will send you a link to download the application. Click the link to initiate the download. When the download is complete, you'll go to the Login page. You'll also see Mobile Money on your launch page.

How do I download Mobile Money to my iPhone?

During registration we send you a unique link to the App Store where you can download Touch Banking. If you find Touch Banking in the App Store without attempting to register, the download won't work.
Download Touch Banking as you would any other application from the App Store. After you download and install the application, we will send you a text message with an activation link. Click the link to launch the application and go to the login page.

How do I download Mobile Money to my Android phone?

During registration we send you a unique link to the App Store where you can download Touch Banking. If you find Touch Banking in the App Store without attempting to register, the download won't work.
Download Touch Banking as you would any other application from the App Store. After you download and install the application, we will send you a text message with an activation link. Click the link to launch the application and go to the login page

I can't find my link to download Mobile Money! What should I do?

If you can't find the message that we sent during registration, you can request another message. Go to Internet Banking and access the Mobile Banking pages (under Options). On the My Phones page, find the phone number and select the option Download the application.

When I click the link to download Mobile Money nothing happens. What should I do?

Every mobile phone and mobile network is different, so you may not be able to download Mobile Money to your phone. If you're having trouble, contact your mobile service provider to make sure your phone supports application downloads.

Mobile Banking Requirements

Operating System Requirements

Android™ (Android):

• Operating system versions below v2.1 are NOT supported.
• User installed operating system versions ('Custom ROMs') are not supported. Only operating systems installed by the manufacturer/carrier by default are supported.

Blackberry®:

• Operating systems versions below 4.2 are NOT supported.
• Where the device is a Touch screen device, operating system versions below 4.7 are NOT supported.
• Due to the significant decline of BlackBerry users in the consumer mobile market, Fiserv will be retiring the downloadable app for all BlackBerry devices. Following the upgrade on Sunday, January 13, the Mobile Banking application for BlackBerry will no longer be available.
• Users who have downloaded the app prior to Sunday, January 13 will still be able to access the Mobile Banking icon on their BlackBerry, but upon launch will be redirected to the mobile browser channel. These users will have the same functionality they have today with their BlackBerry, but a slightly different user experience using the browser channel instead of the downloadable application.

Apple® (Apple) iOS:

• Operating system versions v3 and above are supported.
• With the upcoming Mobile Banking release scheduled for mid- January, the original iPhone (i.e. iPhone 2G) and iPhone 3G models will no longer be supported for future app updates. This release will not require a mandatory application update; however, subsequent updates will result in the app no longer being usable for the 2G and 3G models. The mobile browser and text message channels are unaffected by this change and will remain accessible to customers with any iPhone model.

Device Browser Support

• Only default browsers installed on devices are supported. User installed browsers are not supported.
• Only the native Blackberry® browser is supported.
• The Blackberry® browser is employed during the download process. The end user will either need to have it set as their default browser or cut and paste the download link into the Blackberry® browser.

Please contact a professional mobile carrier technician for assistance with updating your system.

If you should have any questions regarding mobile banking, please contact us or call us at 951-788-2265 or visit your neighborhood Office.