Online Account Opening Q&A

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Getting Started

Q: Who can open an account online?

A: Both new and existing City customers who live in West Virginia, Virginia, Kentucky and Ohio can open an account online.

 

Q: How long does it take?

A: It takes about 15 minutes to open an account online. If you need to step away in the middle of the process, you can save your application by following the prompts on the screen. Please note that the session will expire 15 minutes after there is no activity.

 

Q: What types of accounts can I open online?

A: City offers several checking accounts to meet your needs that can be opened online, as well as savings and money market accounts.

 

City offers a few accounts that cannot currently be opened online. If one of these accounts fits your needs the best, please visit your local branch.

 

For a full list of City’s accounts click here.

 

Q: What are the features and fees associated with City’s accounts?

A: Learn more about City’s accounts here. If you’ve already opened your account, you can also review your account documents in the account opening module.

 

Q: Can I open more than one account online?

A: You can open one checking account and one savings account in the same application. To open additional accounts, you will need to start another application.

 

Q: What do I need to get started?

A: To make the process quicker, have handy your:

  • Driver’s license
  • Social security number
  • If you’re planning to fund the new account from a financial institution other than City, you’ll need your account number and bank routing number

Q: What if I have questions during the process?

A: See the section below for Troubleshooting during the process.

 

If you need more help, you can contact our E-Banking Support Center at (888) 816-8064. The hours are Monday-Friday 8 a.m.- 8 p.m. or Saturday 8 a.m.-5 p.m. You can also call or stop by your local branch.

 

Q: How do I order checks for my new account?

A: If you would like to order checks for your new account, please call your local City National Bank branch.

 

I’m ready to get started

New customers: click here to start your application.

 

Current City customers: click here to log into online banking and click the edocs tab.

Troubleshooting

 

Q: Why won’t the online account opening application recognize my zip code?

A: Online account openings are limited to those residing within our footprint. If your zip code is outside City’s service area, you won’t be able to open an account online.

 

Q: When I try to select the account I want, I am directed to an “Account Features” page.

A: Use the “Select” button to the left of the account types to choose your account. You may be asked about additional features. Then, add the account type to the “Selected Accounts.”

 

Q: Why is the password I created not acceptable?

A: Passwords are case-sensitive, must be between 6 and 15 characters, and must contain at least one letter and one number.

 

Q: What am I supposed to use for “your phrase”?

A: This security phrase is an additional safeguard to protect you against fraud. The phrase will appear when you log in to online banking and if you receive e-statements so that you know you are accessing and receiving communications from a genuine City National Bank site. The phrase should be something familiar that you will easily recognize.

 

Q: I finished my application, but I want to add a joint account holder.

A: You can add a joint account holder during the application process, but if you have completed your application, you’ll need to visit your local branch to add the account holder.

 

Q: Why are you making two deposits and two withdrawals to my account?

A: If you are funding your new account from a source outside of City National Bank, you will receive notice that we will make two small deposits and two corresponding withdrawals to that account within two to three business days.

 

Once you see those deposits and corresponding withdrawals, you will be asked to enter those amounts into the account opening module. Visit the online account opening page, and under “Already started a submission with us,” enter your email address and select login. You will then be allowed to enter your account verification information.

 

This security measure ensures that you are the owner of that account and are authorized to access it.

 

Q: How do I sign the required documents?

A: When your account documents are ready to sign, you will receive an email from City with instructions. You will use an electronic signature process, so in most cases, there’s no need to scan or mail any documents.

 

When signing the documents, make sure to sign at every prompt to complete the process.

 

Q: Why was my account not approved?

A: If you received a notice that your account was denied, please call your local branch.

 

I need more help.

Please contact our E-Banking Support Center at (888) 816-8064. The hours are Monday-Friday 8am-8pm or Saturday 8am-5pm. You can also call or stop by your local branch.