Online Banking FAQs
1. Who can I contact for login assistance with Online Banking?
Contact Cornerstone Bank Customer Service at (800) 939-9103.
2. What if I forgot my Online User ID?
Contact Cornerstone Bank Customer Service at (800) 939-9103.
3. Can I update my Online User ID?
Yes. Select the Banking Service Center tab and in the My Profile area, select Change
4. What if I forgot my Password?
Select the Forgot Password link located on the User ID or Password screen. You will then
be asked to enter information to identify yourself before being allowed to choose and
confirm your new password.
5. Can I update my Password?
Yes. Select the Banking Service Center > Online Security > Change Password.
6. Can my Online User ID and Password be the same?
No. For security purposes your User ID and Password cannot be the same
7. Why am I sometimes asked to verify my identity?
Cornerstone Bank may require an additional level of security. This is another level of
security for your protection.
8. What if I do not recognize something while authenticating my identity?
DO NOT move forward. Contact Cornerstone Bank Customer Service at (800) 939-9103.
9. How do I update or change contact phone numbers?
Select the Banking Service Center > Profile Information > Phone Number.
10. Why was online access to my account locked?
If your User ID, Password or verification prompt is incorrectly entered a number of
times, for security purposes, your online banking will become locked. If your access is
locked, please contact Customer Service at (800) 939-9103.
11. Will my account history be available?
A rolling sixteen months of account history will be available.
12. Can I export transaction activity to Excel?
13. What is the question mark next to my transaction in my Account Activity?
To the right of each transaction, you will see a question mark icon. When the question
mark icon is selected, a new window will automatically open a secure message to
Cornerstone Bank. The message will pull in that specific transaction detail and allow you
ask a question about that transaction. A member of our Digital Banking team will review
and respond to your message accordingly. Our response will be viewable under Banking
Service Center > Messages. For prompt updates, before you submit your inquiry, place a
checkmark in the box “Send me an email notification upon receiving a response to this
14. How do I place a stop payment on a check?
Accounts > Stop Payments. Fill in the required information and Submit or Banking
Servicer Center > Account Services > Stop Payment on a Check. Fill in the required
information and Submit.
15. What is the difference between the current and available balance?
The available balance displayed on your deposit accounts includes your current balance
minus any holds that you may have. Your available balance displayed does not include
savings overdraft, unused reserve credit and assigned overdraft privilege limits. The
available balance displayed on your loan accounts is the amount of the funds available for
16. How can I find the interest earned on my account?
Go into the Account Activity, Account Details are displayed on the left side, including
the Interest Rate, Interest Year to Date and Annual Percentage Yield.
17. How do I change the nickname on an account?
Accounts > Manage Nicknames. Locate the account you wish to change the nickname
for, enter the new title in the Nickname section, then Save.
18. How does Cornerstone Bank Person to Person Transfer work?
Our Person-to-Person Account Transfer Service enables you to transfer funds from your
personal checking or savings accounts at Cornerstone Bank to personal checking or
savings accounts owned by another Cornerstone Bank customer (you are not an owner of
the destination account). For more information, please go to
Transfers > Manage Person to Person and read the message titled “Important Information
about Person-to-Person Account Transfers”.
19. How does the Bank to Bank feature work?
Our Bank to Bank Account Transfer Service enables you to transfer funds to and/or from
your personal checking or savings accounts at Cornerstone Bank and your personal
checking or savings accounts held with another financial institution. For more
information, please go to Transfers > and read the message titled “Important Information
About Bank to Bank Account Transfers”.
20. How do I transfer from my Cornerstone Bank accounts to my accounts at other banks?
Refer to the answer to question 19.
21. Why did my transfer fail?
There are several reasons a transfer might fail. Typically, transfers will fail due to an
inactive account status or insufficient funds in the transfer from account. If you have
questions, please Customer Service at (800) 939-9103.
22. What is Manage My Money?
Manage My Money allows you to monitor, budget and categorize spending on your
Cornerstone Bank accounts. This helpful tool allows you to see where every
cent goes, make money decisions, establish savings goals and following your progress.
23. How do I add an account to my online banking profile?
Banking Service Center > Account Services > Secure Forms > Financial Services > Add
Accounts to Online Banking > Enter the account number you wish to add, then Submit. A
member of our Digital Banking team will review and respond to your message
accordingly. Our response will be viewable under Banking Service Center > Messages.
24. How do I remove an account from my online banking profile?
Banking Service Center > Account Services > Secure Forms > Financial Services >
Remove Account to Online Banking > Enter the account number you wish to remove,
then Submit. A member of our Digital Banking team will review and respond to your
message accordingly. Our response will be viewable under Banking Service Center >
25. Why should I notify Cornerstone Bank that I am travelling?
Cornerstone Bank is partnered with a service called FraudWatch PLUS which monitors
your account activity for suspicious behavior. When leaving your normal spending area it
is good practice to notify Cornerstone Bank of your travel plans so a note can be made
and your ATM/Debit card will remain active.
26. How do I place a Travel Notification?
Card Service Center > Notify Cornerstone Bank of My Travel Plans or Banking Service
Center > Account Services > Secure Forms > Financial Services > Notify Cornerstone
Bank of My Travel Plans.> complete the details then Submit. A member of our Digital
Banking team will review and respond to your message accordingly. Our response will be
viewable under Banking Service Center > Messages.
27. How do I deactivate/reactivate my ATM/Debit card?
If you have lost, misplaced, or had your Cornerstone Bank Debit/ATM MasterCard stolen
or you believe that you have unauthorized transactions posted to your account, you have
the ability to disable your card immediately. Go to, Card Service Center >
Deactivate/Reactivate My Card. If you happen to find your card after you have already
deactivated it, you can reactivate it by simply clicking the Reactivate button. If your card
is truly lost or stolen you must contact Customer Service at (800) 939-9103.
28. How do I set up alerts?
Accounts > Manage My Alerts or Banking Service Center > Manage Services > Alerts.
To begin, select the alert that you wish to activate by clicking on the circle then select
Add Subscription. Select the account you wish the alert to be set for, Select the
notification delivery channel (i.e .email or mobile device) and Submit.
29. How do I set up a new delivery channel for alerts?
If you already have an alert set up and wish to add another notification channel, go to
Accounts > Manage My Alerts or Banking Service Center > Manage Services > Alerts >
Current Alerts > Select the pencil icon next to the alert you are enrolled. Select Add/Edit
Email/Edit Email/Phone > Add Email/Phone. Enter email address, then Save Email
If you want to receive text notifications, you must first contact your mobile service
provider and ask for your mobile SMS Gateway Address. Then follow the steps detailed
above, rather than listing your email address, enter your SMS Gate way address (sample:
XXXXXXXXXX@vtext.com), then Save Email.
30. How do I sign up for eStatements?
From your main Online Banking Landing page > Scroll down to Quick Links > View
eStatements > View Statements, a new window will open displaying your account
numbers, select the account with wish to view > On the right side of the screen, select the
date of the document you want to view.