Is my Username case sensitive?

Answer: No, Usernames and security question answers are not case sensitive.

What do I do when I get locked out of internet/mobile banking?

Answer: If you get locked out of internet banking you must click "forgot password". You will then be prompted to answer one of your pre-selected security questions. You must answer the first prompted question correctly. If you answer the question correctly, you will then be given access to your online banking account information. If you do not answer correctly, you must contact us for assistance at 606-723-2139.

Why am I unable to view a newly opened account or loan on my internet/mobile banking account view page?

Answer: All new accounts that you are a Single owner, Primary owner or Secondary owner on will automatically be added to your internet banking on the next business day. If you have any other relationship code like Authorized signer, Representative Payee or Fiduciary Trustee, you must register the account with your internet/mobile banking account. To do this, select "user services" tab and click "choose a new form to submit". Next you must click "add a new online account". You will then be prompted to add a new account.

How often am I required to change my internet/mobile banking password?

Answer: You are required and prompted to change your internet/mobile banking password every six months.

I have attempted to transfer funds between two of my CG Bank accounts; however the transfer amount is not showing in my new available balance. Why is this?

Answer: In order for a successful transfer to occur, you must go through the step by step process of transferring funds. You will be prompted to click "submit" before your transfer is successful. You should then see on your internet banking screen "Transfer successful. Confirmation number ####" or "All Done!" on your mobile banking screen with a big green checkmark. If your transfer is not showing in your available funds after completing, please call us for assistance at 606-723-2139.

Can I make a principal loan payment via internet banking?

Answer: Yes, you can make a principle payment to your loan after clicking on "Make Payment", click on "Custom Payment", then click on "Type of Payment" and select "Principal". The system will calculate the principle payment for you once you select "make a principle payment".

Am I able to set up alerts notifying me of various account activities?

Answer: Yes, you can set up account notification alerts via email by going to Settings then Alerts. You can customize alerts and Security Alerts. Alerts include: available balance, account overdrawn, balance >, balance <, check #'s cleared, deposits made, transactions made, NSF items today, online transfers, and stop payments.

Why does my account balance state N/A or a balance of $0.00?

Answer: Our internet banking provider, Computer Services Inc. is most likely experiencing a temporary outage. Your account information is therefore not accurate. This an uncommon issue, in which you will receive an email notification from us regarding the outage. If the problem continues to exist for a prolonged period of time, please contact us at 606-723-2139.

How do I change my Username, Password, or Security Questions?

Answer: Select the "settings" tab on your internet/mobile banking homepage and click "security". If you're on mobile banking, find "Change Password" under the Security heading. You will then be given the opportunity to change username, password, contact info, greeting and security questions/answers.

How do I register for mobile banking?

Answer: If you are an existing internet banking customer you can download our app available for iTunes, iPad, or Android devices. You must use your existing internet banking login credentials to access the app.

Do I have to be enrolled in internet banking to become a mobile banking customer?

Answer: No, we now have self-enrollment on internet and mobile banking. During the enrollment process, you will be asked "Out of Wallet" questions which are pulled from your credit bureau. If you get locked out in this process, it could be you don't have enough information on a credit bureau to perform the "Out of Wallet" questions. If you experience this issue, contact us at 606-723-2139 and we can manually add you. After enrolling as an internet banking customer, you will no longer be required to log into your internet banking account if you prefer to use mobile banking as your primary account resource.

Do I need to use a specific browser or version of a browser to access online banking?

Answer: Yes, you must use IE 11 and/or the latest versions of Chrome, Firefox, or Safari.


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