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Digital Banking FAQs

 

Online and Mobile Banking Frequently Asked Questions

 

Download FAQs (PDF)

 

How do I access digital banking?

You can access the new digital banking and your account on a desktop, laptop, mobile phone, or other internet-accessible device. If you’re a current Online Banking customer, simply log in with your Online Banking credentials to both Online and Mobile Banking. There are two access points:

  1. Visit our website at www.communitybankpkbg.com and click on the Online Banking button to log in and get started.
  2. Download the MyCommunity Mobile Banking app from the Google Play or Apple Store by searching for Community Bank of Parkersburg. Look for the Community Bank tree.

Note: You will not be able to access the website via old bookmarks, you will need to save the new site https://my.communitybankpkbg.com as your new bookmark. If you are not a current Online Banking customer, you can enroll today by completing the Online Banking application on our website https://www.communitybankpkbg.com/personal/online-mobile-services and click on the Enroll Today button. Once you've completed the application, simply drop it off at one of our convenient locations.

 

Do I need to re-enroll in digital banking after the upgrade?

If you’ve previously used our mobile app, Community Bank of Parkersburg, you will not need to re-enroll. Simply log in with your existing Online Banking credentials. You will receive a prompt to upgrade to the new version within the next 30 days. 

If you’ve not previously used the mobile app, there’s a simple enrollment process you will need to go through. To enroll, go to https://www.communitybankpkbg.com/personal/online-mobile-services and click on the Enroll button.

 

What browsers are supported for Online Banking?

Online Banking supports the latest versions of Microsoft EdgeTM, Google ChromeTM, Apple© Safari©, and Mozilla© Firefox©. Please make sure to keep your browsers up to date to ensure safe browsing and uninterrupted access to digital banking.

Note: Microsoft no longer supports Internet Explorer versions older that 11.0, and security updates are not available. Please use one of the browsers listed above.

Safari versions below 10.1.2 are not compatible with the initial login process. To complete the initial login process, upgrade to the latest version of Safari, or using Chrome or Firefox.

The following types of browsers and tools are not recommended for use with digital banking:

  • Beta Versions
  • Embedded browsers within Personal or Commercial Financial Management Software

Note: If you’re using different browsers and choosing to "remember this PC," you will be asked to verify your account every time you log in with a different browser. 

 

What is Two-Factor Authentication and why is it used by the digital banking system?

Two-Factor Authentication is a security measure that allows you to request a one-time access code to log in to digital banking. The code enhances the security by creating an added layer on top of your unique username and password. This security process helps to verify you, and better protect your credentials and the accounts you access.

 

When I log in to digital banking, do I need to get a confirmation code every time I log in?

No. If you’d prefer not receive a confirmation code or phone call every time you log in to digital banking, check the "Don't ask for codes again on this computer" box. If you prefer to input a confirmation code with each use, you can leave the box unchecked or use the Two-Factor Authentication app to deliver the code.

Note: If you ever want to remove a device and reset your security settings, you can change them in settings once logged in to digital banking.

 

Can I use email for two-factor authentication?

Not at this time. A phone number is required for the two-factor authentication. The one-time access code will be sent via text or voice call. The phone number must match our records for the additional security layer to work correctly.

With text option: The verification code will be within the text message. Do not use the phone number the text originates from as the verification code.

With voice call option: When you first receive a voice call you’ll be asked to enter a random digit on your keypad to verify you’re an actual person. Once you’ve completed this step you’ll receive your verification code to input on the computer or mobile device.

 

How can I log in to digital banking if I can't get a verification code through text message?

Two-factor authentication uses a unique one-time access code to verify identity and log in to digital banking. If you’re unable to receive text (SMS) messages, you can choose to receive your access code via a phone call.

  • On the verification code screen, click Try another way located beneath the Verify button
  • Select Phone Call and click Next
  • You will receive an automated phone call that will provide your access code (have a pen and paper ready)
  • Return to the verification code screen
  • Enter your access code and click Verify

If you’re still having trouble, contact Community Bank at (304) 485-7991 to ensure we have the correct phone number on file.

 

What are the digital banking username and password requirements?

To help ensure the safety of your personal information online, create unique login IDs and passwords so that they cannot be easily guessed. Never share your IDs or passwords with anyone. The requirements for login credentials are as follows:

Digital Banking Login ID:

  • Must be between 4 and 25 characters in length
  • Can contain both numbers and letters

Digital Banking Password:

  • Must be between 6 and 25 characters in length
  • Must contain at least one uppercase and lowercase letter
  • Must contain at least one number
  • Must contain at least one of the following special characters: +_%@!$*~
  • Must not be one of the previous 4 passwords
  • Must not match or contain your Login ID
  • Must not contain spaces

 

How do I change my password in digital banking?

You can change your password at any time in digital banking.

  • Log in to your Online Banking or Mobile Banking account
  • Select your username icon in the top right corner or menu in Mobile Banking
  • Select Settings and then select Security option on the left side menu
  • In the Password field select Edit
  • Enter your existing password, and then enter a new password
  • Select Save

 

I am not able to log in to Online Banking when I click on the login button.

Try clearing your cache to remove all cookies. If you need further assistance, please contact us at:

Phone: (304) 485-7991
Email: www.communitybankpkbg.com/contact-us

 

How do I log out of the mobile app?

When you are using the mobile app, there is not a logout button to push. You can exit the app by going to a different app or your home screen. Each time you navigate away from the app, your active session is ended, which serves the function of a logout button. When you navigate back to the app, you will be asked to re-authenticate, and if you have quick access features such as FaceID, TouchID, or passcode login, you can gain access quickly each time.

If you want to remove the connection between your device and your account altogether, you can go to the Menu > Settings > Remove Profile. This will remove all association between your account and the mobile device and app you are using. Each time you attempt to access the app after this, you will have to put in the full username, password, and two-factor authentication to authorize your account on that device.

 

Customization of Digital Banking

 

How do I change my profile photo in Mobile Banking?

  • Tap the slide-out menu, and then select Settings.
  • On the Profile screen, select the pencil icon next to the end-user profile image.
  • Choose to use an existing photo or use the device's camera to take a new photo.
  • On the Move and Scale screen, adjust the photo placement within the frame as desired.
  • Select Done.

 

Can I customize my Mobile Banking dashboard on multiple devices?

Yes, you can!

You can customize a unique Dashboard setup for each of your devices. Changes to one device Dashboard layout will not affect the Dashboard setup on your other devices.

 

How do I change the order my accounts are displayed in digital banking?

You can rearrange the order your accounts display in digital banking to reflect the sequence you want.

  • Log in to your Online Banking or your Mobile Banking account.
  • From Accounts in Online Banking click on the three dots then click Organize Accounts. From Mobile Banking, tap on the menu, then tap on the three dots to find and select Organize Accounts.
  • Drag and drop the accounts to rearrange the order.
  • Select Done.

 

Transaction History

 

Where can I view pending transactions on my account?

  • Log in to your Online Banking or Mobile Banking account.
  • Select the account you want to view.
  • For Online Banking select Activity or for Mobile Banking select Transactions to view up to 120 days of account transactions.

 

How do I search for transactions in digital banking?

Account transactions can be searched in digital banking by amount, date, tags, etc.

Online Banking:

  • Log in to your Online Banking account.
  • Click on Accounts.
  • In the Accounts section, select the account you would like to search.
  • In the Activity section, select the magnifying glass icon.
  • Click on the Search and Sorting options to open Advanced Search in digital banking.
  • On the Advanced Search window, you can select specific search filters and select Search.

Mobile Banking app:

  • Log in to your Mobile Banking account.
  • From the menu select Accounts.
  • In the Accounts section, select the account you would like to search.
  • Select Transactions.
  • Tap the magnifying glass icon.
  • Tap the gear icon and enter your search criteria, select Apply and then Search.

 

How do I add a tag, note or image to a transaction in digital banking?

You can add notes, tags and images to any transaction inside of digital banking. To begin:

  • Log in to your Online Banking or Mobile Banking account.
  • Select any account.
  • Select Transactions (in mobile).
  • Select the Transaction you wish to edit and pull up the transactions details page.
  • Select the appropriate icon for one of the following:
    • Add Tags
    • Add Notes
    • Attach Image
  • Follow the on-screen prompts to update the transactions
  • Close the transaction detail page or tap < Transactions in mobile

Any tags, notes and images attached to transactions will be accessible on all devices when you log in to digital banking in the future.

 

How do I download transactions in digital banking?

Account transactions can only be downloaded in Online Banking.

  • Log in to your Online Banking account.
  • Click Accounts.
  • In the Accounts section, select the account for which you’d like to download transactions.
  • In the Activity area, select the first download icon next to the print and search icon.
  • On the Download Activity window, select the Date Range and File Type and click Download.

 

How do I print transactions in digital banking?

Account transactions can only be printed in Online Banking.

  • Log in to your Online Banking account.
  • Click the Accounts tab.
  • In the Accounts section, select the account.
  • On the Activity section, select the printer icon. Only transactions that show in the Activity section will print.
  • A print screen appears with a print preview and print configuration options.
  • Using the dialog, configure the print settings and select Print.

 

Alerts

 

Will my previously created account alerts work in the new digital banking system?

Alerts will need to be re-entered in the new system.

To re-enter or add new alerts in digital banking:

  1. Log in to your Online Banking or Mobile Banking account.
  2. Select the account you would like to set up an alert for.
  3. Select Alert preferences.
  4. In the Balance alerts section, select Add alert.
  5. Select Above or Below, and then input a dollar amount.
  6. In the Alert/Notify by field, select Email, Text message, or In-app message.
  7. Select Add Alert to save the alert.
  8. Repeat steps for Transaction alerts.

 

How do I delete an alert in digital banking?

Alerts can be deleted at any time in digital banking.

  • Log in to your Online Banking or Mobile Banking account.
  • Select the account you would like to edit an alert for.
  • Select Alert preferences.
  • Select Edit beside the alert you would like to change.
  • Select the Trashcan icon or click Remove in mobile.

 

Mobile Deposits

 

How do I make a mobile deposit in digital banking?

Mobile deposit can only be done through the mobile app and you must be enrolled first. To enroll, go to https://www.communitybankpkbg.com/personal/online-mobile-services and click on the Enroll button.

To enroll:

  • Log in to the mobile app
  • Select Deposit under your checking account OR select Deposit Check from the slide-out menu in the mobile app
  • Tap on Enroll Account and go through the sign-up steps
  • Once your request has been processed and approved, tap “Deposit a Check”
  • Enter the check amount
  • Tap Continue
  • Select the account to deposit to
  • Take a picture of the front of the check and tap continue
  • Take a picture of the back of the check and tap continue

Note: Before you take a picture of the back of the check, a white box appears. This box tells you how you must sign each check in order for it be accepted

The back of the check must include:

  1. The words "For mobile deposit only at Community Bank"
  2. The payee's signature
  • Verify the information and tap Submit

If the back of the check is not properly endorsed, we reserve the right to reject the check for deposit.

 

Can I deposit a check made payable to someone else with mobile deposit?

No. Checks deposited into an account must be made payable to an account holder.

 

How will I know that Community Bank has received my mobile deposit?

After submitting the check, you will see “payment successfully scheduled” at the top of the screen. Within the Deposit Check feature, under Recent activity, you will see the status of your check. It will say one of three things:

  • Accepted. This means the image and amount of your check were accepted.
  • Rejected. This means that the item was rejected. There are multiple reasons why a check may be rejected. If you have questions, please contact us: 304.485-7991 or www.communitybankpkg.com/contact-us, or start a Chat with us when you are logged in to Online or Mobile Banking.
  • Needs Review. This means that the check must be manually reviewed before being accepted.

 

How do I view mobile deposit history in digital banking?

Online Banking:

  • Log in to your Online Banking account
  • Click Move Money > Remote deposits
  • Here you can view your deposited checks. You can click on a deposited check to see the front and back images.

Mobile Banking account:

  • Log in to your Mobile Banking account
  • On the Deposit Check tile, tap View all
  • Under Recent activity, you should see your mobile deposits. You can tap on a deposited check to view the front and back images.

 

e-Statements

 

Will I need to re-enroll in e-Statements with the new digital banking?

No, you will not have to re-enroll in e-Statements. If you have not yet enrolled in e-Statements, we encourage you to do so. The new digital banking site will make accessing your account and statement information easier than ever.

 

How do I view my account statements and tax documents in digital banking?

Account statements and tax documents can be downloaded from Online Banking. These are only available for accounts already enrolled in e-Statements.

  • Log in to your Online Banking account
  • Click on any account listed
  • Click on e-Statements from the Account Details page in the options menu
  • Statements and Taxes will be listed

 

Bill Pay

 

How do I pay a bill in digital banking?

You can use digital banking to pay a bill or pay a person.

  • Log in to your Online Banking or Mobile Banking account.
  • Select Pay a Bill for Online Banking or tap Pay for Mobile Banking.
  • Select the merchant you would like to pay.
  • Select an account to take funds from, and then input the Amount.
  • If you’d like to set the date for the payment, Select More options and choose a desired date.
  • Select Submit.

If it’s your first-time using Bill Pay, the Bill Pay enrollment is only available online, not in Mobile Banking at this time.

 

How do I pay a person in digital banking?

  • Log in to your Online Banking or Mobile Banking account.
  • Select Move Money > Payments or tap Pay under your account in mobile.
  • Select Pay a person > Person to pay (To add a new person, select Add another person and fill out the necessary information) or Select the person to pay in mobile.
  • Select an account to take funds from, and then input the Amount.
  • If you’d like to set the date for the payment, Select More Options and choose a desired date.
  • Select Submit.

If it’s your first-time using Bill Pay, the Bill Pay enrollment is only available online, not in Mobile Banking at this time.

 

Transfers

 

How do I set up a new external transfer to or from another institution?

You can make transfers between your Community Bank accounts and other financial institutions once an external account has been verified.

To add an external account:

To set up an external transfer on a desktop:

  • Log in to your Online Banking account.
  • Click on Move Money.
  • Click Transfers.
  • Click + External Account to set up a new linked account.
  • A verification deposit will be sent to that account.
  • Confirm the deposit amount that was received at your other financial institution.
  • Finally, schedule a new one-time or recurring transfer.

To set up an external transfer on the app:

  • Log in to your Online Banking account and click the 3 bars.
  • Click Settings.
  • Click External Account to set up a new linked account.
  • Confirm a deposit amount into your other financial institution.
  • Finally, schedule a new one-time or recurring transfer.

Please note: Transfers to another financial institution may take 3-5 business days to process.

 

Will my previously created scheduled transfers still work in the new digital banking system?

Existing scheduled internal transfers in the previous digital banking system have been moved to the new system. This includes:

Account Transfers – Within Community Bank between your accounts. You will not be able to make changes to existing transfers. For help making changes, please give us a call at (304) 485-7991, or Chat with us through Online or Mobile Banking.

Note: External Transfers – Between Community Bank and other Financial Institutions will need to be re-established.

 

How do I make a transfer between my accounts in digital banking?

To transfer between two Community Bank accounts in digital banking:

  • Log in to your Online Banking or Mobile Banking account.
  • Click Move Money > Transfers > Make a Transfer online or tap the slide out menu > Transfer > Make a Transfer in the mobile app.
  • Select your to and from account and amount.
  • Select More Options to change the frequency and date if desired.
  • Select Submit.

 

How do I add an account from another financial institution to my digital banking?

You can add accounts from other financial institutions inside your Community Bank Online Banking account. This will provide you with a display of that account balance and transaction history but will not allow you to perform any transactions.

To begin:

  • Log in to your Online Banking account and navigate to the Accounts section.
  • Select Connect Institution in the right menu. 
  • Search for or select your financial institution from the list.
  • Sign in to the financial institution with your username and password.

 

Additional Services

 

How do I send a message in digital banking?

Whatever device you are on, it's easy for you to start a secure conversation with Community Bank. To get started:

  • Log in to your Online Banking or Mobile Banking account.
  • From within Online Banking, click on the envelope icon in the upper right-hand corner or message on the dashboard in your Mobile Banking account.
  • Or select support and Start a conversation within Mobile Banking.
  • Type your message and click Send.

 

How do I block my debit or credit card in digital banking?

Blocking your debit card is easy in digital banking. It's just as easy to unblock it as well!

  • Log in to your Online Banking or Mobile Banking account.
  • Click the account your card is attached to.
  • Select Card Management, click or tap the toggle slider to turn the desired card off.
  • If you wish to turn the card back on, simply click the toggle next to the blocked card to turn it on.
    Caution: Cards reported Lost/Stolen will no be re-activated. Unless you are certain your card is lost/stolen, do not use this feature.

 

 

 

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