Personal Internet Banking Enhancement FAQs
Our new Internet Banking upgrade is coming soon with a fresh, modern interface and improved functionality. With that in mind you will find the answers to the most common questions about the new updated platform below.
Q: What actions do I need to take before the upgrade launch?
A: Please ensure your contact details in online banking are up to date and complete. You can verify this information in your current online banking profile by clicking Customer Service > Manage Contact Information > EMAIL, PHONE
Q: What actions do I need to take when logging in to the refreshed system?
A: Once the updated system launches, please ensure you are able to log-in and view your accounts. Next, confirm that the below items were successfully copied to your user profile
- Any scheduled or repeating account transfers.
- Any scheduled Bill Pay Payments.
- Confirm your accounts are correctly enrolled in electronic statement delivery.
You can now reset and customize any account alerts or service alerts that you previously set up in the old system.
Q: Will my password stay the same?
A: Your online banking password will remain the same.
Q: Will my User ID stay the same?
A: Most User IDs will remain the same. However, certain special characters are no longer supported in the User ID. If your User ID contains spaces or special characters not listed below, you will be prompted to update your User ID upon your first login to the online banking website. If you are required to update your User ID, do not forget to open your Mobile App and enter your new User ID.
Q: Can I continue using special characters in my User ID?
A: If your User ID contains spaces or characters not listed below, the refreshed system will prompt you to update your User ID upon your first login.
Special characters in your User ID are not required but may be used. If you wish to use special characters in your User ID, only the following are supported:
- $ Dollar Sign
- # Number Sign
- @ At Sign
- ^ Caret
- _ Underscore
- - Dash
- . Period
- / Forward Slash
- + Plus Sign
- = Equal Sign
Q: Currently, I have an authorized caller listed on my online banking account that I gave permission to, to access my online banking. Will the updated system allow for authorized callers?
A: No, unfortunately the new layout does not offer the same authorized caller option therefore you are the only person that can reach out to our team with questions or assistance with your online banking. Our online banking account are individual so we suggest each account owner have their own set of credentials.
Q: What do I need to do to begin using the updated system?
A: Over the next few weeks your profile will automatically be upgraded to the new online banking experience. At your first login, you will be prompted to agree to updated terms and conditions.
Q: How will I log in to the new system?
A: You will continue using the same Online Banking login window located on our homepage, www.ctbi.com. After logging in for the first time, you will be required to Read and Agree to updated terms and conditions before continuing.
Q: Will my account number be the same and will my checks and debit cards still work?
A: Yes! All your account information will remain the same. Your checks and debit cards will continue to work like normal. This refresh will update the look and feel of Online Banking while providing additional features and capabilities.
Q: Will my account history still be available on the refreshed system?
A: Yes, all your accounts and account history will transfer to the updated system. You will also be able to see more details and customize your account view in the updated system.
Q: Will I need to download a new app?
A: No, the current CTBI Mobile app is not affected by this refresh at this time. Our mobile app refresh is scheduled in the months to come and will compliment your new online website experience.
Please note, if you are required to update your User ID when logging in from a web browser for the first time you will then use your updated User ID to log into the mobile app.
Q: Will my bill payments, automatic payments, and scheduled transfers still process?
A: Yes! No action is required for automatic payments or transfers that you have set up. Your existing activity, payees, scheduled and recurring payments, and payment templates will also be available. After logging in to the updated layout, please confirm review your payees and scheduled transactions to ensure everything migrated as expected.
Q: Is the Business Internet Banking system being upgraded?
A: No, customers that log into our CTBI Business Internet Banking platform using a Company ID will not be affected by this refresh.
Q: Will I still be able to sync my accounts with Quicken?
A: Yes, the enhanced online banking system is compatible with Quicken. Depending on your connection method, there may be a short period where your bank connection will not be available as we transition to the enhanced system.
Q: Will my custom account alerts still be available?
A: Yes, custom email and SMS text alerts will be available. Unfortunately, custom account alerts and service alerts must be enabled again in the refreshed system. Please make note of any custom account alerts or service alerts you have set.
Account Alerts include Transfers, Balance, and Stop Pay. Service Alerts include Statement notification, change of contact information, password changed, and more. Automatic alerts, such as fraud alerts, will continue to be delivered to you automatically. Alerts can be delivered via email or SMS Text.
Q: How do I set up custom account alerts and service alerts?
A: To set up custom account alerts and service alerts, select the Self-Service tab, then select Alerts. You will be able to review your contact information and establish your customer account and service alerts. Automatic alerts, such as fraud alerts, will continue to be delivered to you automatically. Alerts can be delivered via email or SMS Text.
Q: Will I be able to easily see my account balance and history?
A: Yes, the refreshed platform prioritizes your account information and makes navigation more streamlined and intuitive. The Account Overview page is the first page you’ll see after signing on to the refreshed online banking platform. This page offers different formats that are designed to give you the best view of your accounts.
Q: What web browser should I use to access Personal Internet Banking?
A: Microsoft Internet Explorer is no longer a supported web browser. You will need to use one of the following supported browsers: Microsoft Edge, Google Chrome, Mozilla Firefox, or Apple Safari.
Q: Will my account nicknames stay the same in the refreshed system?
A: Yes, all your existing accounts and account nicknames will be viewable in the refreshed system. Online Banking automatically loads accounts for you, but you can “Hide” accounts you do not want to view. You may need to “Hide” any accounts that are loaded to your profile that you do not want to view on the Account Overview page. If for some reason your profile is missing an account that you previously were able to view, please contact our Online Services team at 1-866-899-3181.
Q: Who do I contact if I have questions or concerns about this refresh?
A: If you have questions or concerns about this upgrade to Personal Internet Banking, we are here to help. You can call our Online Services team at 1-866-899-3181 or email us at customer.support@ctbi.com.
Q: Will I still be able to categorize individual transactions in the Transaction Detail page?
A: No, this feature will no longer be supported.
Q: Will I continue to receive Electronic Statements for my accounts?
A: Yes, you will continue receiving electronic statements for accounts you have previously enrolled in online delivery. For accounts enrolled for electronic statements, 6 years of your previous electronic statements will be available to view and download.
If you are receiving a paper statement and would like to enroll in Electronic Statements, follow these steps to enroll: – – 1. Select the "Accounts" tab, then select "Documents". 2. From the "Documents" menu, select "Delivery Settings". The accounts you selected are now enrolled to receive Electronic Statements and Documents.