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Our new Online and Mobile Banking Applications are now live! To learn more about our Digital Banking Upgrade, Click Here.

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Frequently Asked Questions

Contents


Collapsible FAQ

First-Time Login and Account Registration

How do I log in for my first time on or after August 28th? (Existing Users)

    Consumer Users:

  • Enter your existing username & password on your Mobile or Online Banking Application
  • Accept our Mobile Banking/Online Banking Agreement
  • Enter the last 4 digits of your Social Security Number and your Zip Code
  • Select your delivery preference (text, email or phone call) to receive your one-time authentication code (also known as MFA or Multi Factor Authentication)
  • Enter the authentication code
  • Confirm your username and create a new password
  • Consumers click here to log into Online Banking.

    Business Users:

  • Enter your Company ID (last 6 digits of the business EIN)
  • Enter your existing username
  • Enter the temporary password we sent to you via email on your Mobile or Online Banking Application
  • Accept our Mobile Banking/Online Banking Agreement
  • Select your delivery preference (text, email or phone call) to receive your one-time authentication code (also known as MFA or Multi Factor Authentication)
  • Enter the authentication code
  • Confirm your username and create a new password

Business Users click here to log into Online Banking. If you are logging in on a mobile device, please be sure to have the new Country Bank for Business App installed on your device.

Is my username and password I created on the mobile app the same for the web login?

Yes.

How do I enroll if I’ve never used Mobile or Online Banking before?

Consumers:

  1. Go to countrybank.com or Mobile App and click on the Login button
  2. Click New User Registration Link
  3. Accept Terms and Conditions
  4. Enter Account Number, Account Type, Last 4 digits of your Social Security Number and Zip Code.
  5. Select your delivery preference (text, email or phone call) to receive your one-time authentication code (also known as MFA or Multi Factor Authentication)
  6. Enter the authentication code

Business Users:
Please call the Customer Care Center at 800-322-8233.

Can my first-time login be on the mobile app?

Yes.

Can I use the new mobile banking app instead of the web platform to register for the new digital banking platform or reset my password?

Yes.

What do I do if my phone number or email address is not correct when I go to log in?

You will have to contact the Customer Care Center at 800-322-8233 to update your contact information.

I have a Trust/Estate in addition to my personal accounts, how will I log in on or after August 28th?

Any customers using a Social Security Number will want to download/update the Consumer Country Bank app. Any customers using an EIN will want to download the Business Country Bank for Business app.

Consumer Users (using a Social Security Number):

  1. Enter your existing username and password
  2. Accept our Mobile Banking/Online Banking Agreement
  3. Enter the last 4 digits of your Social Security Number and your Zip Code
  4. Select your delivery preference (text, email or phone call) to receive your one-time authentication code (also known as MFA or Multi Factor Authentication)
  5. Enter the authentication code
  6. Confirm your username and create a new password


Business Users (using an EIN):
  1. Enter your Company ID (last 6 digits of the business EIN)
  2. Enter your existing username
  3. Enter the temporary password we sent to you via email
  4. Accept our Mobile Banking/Online Banking Agreement
  5. Select your delivery preference (text, email or phone call) to receive your one-time authentication code (also known as MFA or Multi Factor Authentication)
  6. Enter the authentication code
  7. Confirm your username and create a new password

Will I have any problems logging in if my username contains special characters and/or spaces?

Special characters and spaces with usernames will no longer be supported. If your username contains special characters and/or spaces, they will automatically be removed and the remaining characters will form your new username.
Example:
Old Username: John doe_123
New Username: johndoe123


Troubleshooting for Consumers & Businesses

Is there another way to contact the Country Bank without having to call and be placed on hold?

Yes, you can click here to send us a secure message and we will reply or call you as soon as possible.

I’m having trouble logging in to the Mobile App or Online Banking. What should I do?

  1. Make sure your app is up-to-date – if you are a business customer, be sure that you downloaded the Country Bank for Business app from your app store
  2. Make sure your login ID and password are entered correctly.
  3. If you need help resetting your password or retrieving your login ID, click on Forgot Username/Password and follow the prompts to retrieve your username or reset your password

If you’re still experiencing issues, feel free to call Customer Care Center at 800-322-8233 or visit a Banking Center

I am locked out? What do I do now?

Users will become locked out after 5 unsuccessful attempts at logging in and will need to contact the Bank to unlock their user account.

What do I need to do if my contact information is not correct when I go to log in?

You will have to contact the Customer Care Center at 800-322-8233 to update your contact information in order to receive your one time authentication passcode.

What’s changing?

Click HERE for our Quick Reference Guide.


General Questions

Will my debit card be affected?

No.

Will my current direct deposits and automatic drafts be affected?

No.

Am I able to update my physical address or phone number in the new digital banking platform?

Yes you can update your address and phone number in the mobile app or in online banking by going to your profile and updating the information.

What browsers can I use for Online Banking?

We support Microsoft Edge, Google Chrome, Mozilla Firefox and Safari.
We recommend updating to the latest version of their browser, clear cache and cookies, and reset bookmark links to ensure that the latest security patches are in place.

What is a secure message and how do I send one?

Secure messages provide you with a safe and direct line of communication to us 24 hours a day. To send a secure message, log into Online Banking and click the Secure Messages tab.


Business FAQs

What is my Company ID?

Your Company ID is the last six digits of your Employer Identification Number (EIN). Please be sure you have this information readily available when logging in. An EIN is 9 digits in length and appears in the following format: XX-XXXXXXX. The EIN can typically be found on tax documents.

How do I create a new user?

You will need to contact us at 800-322-8233 to create a new user.

What are wire transfers?

A wire transfer is a secure electronic transfer of funds between two banks. Domestic transfers typically process within 24 hours. Visit our business user guide for more information about sending wire transfers.

What are ACH transfers?

ACH transfers are bank to bank transfers that are processed through the Automated Clearing House Network. The ACH network allows financial institutions to batch process these transactions. Visit our business user guide for more information about sending ACH transfers.

Where can I view my recent transfers?

To view recent transfers, log into Business Online Banking and click the Business Payments tab. Recent transfers are listed under the Activity tab. Visit our business user guide for more information.

Where can I view my transfers waiting for approval?

To view transfers waiting for approval, log into Business Online Banking and click the Business Approval tab. Visit our business user guide for more information.

How do I run reports for my accounts?

You can create several reports within Business Online Banking to keep track of payments, checks and transactions during a specified date range. To run a report, log into Business Online Banking and click the Account Reporting tab. Visit our user guide for more information.

I am a Cash Management customer and use a Token to log in. What do I do going forward?

You will be required to input a HRT (High Risk Transaction) authentication code which will be sent via your delivery preference, text/email/phone call, as an added security feature to verify your identity. HRT codes replace the tokens. Please destroy your existing tokens.


Alerts & Notifications

Will any of my transaction or balance alerts carry over to the new digital banking platform?

No, we have new alerts and new text notifications! You will want to re-establish these alerts.

Where do I access my notifications and notification settings?

Log in to the Mobile App and go to Settings or Online Banking and go to Settings


Bill Pay, Pay Someone & External Transfers

What should I do if a payment was previously sent electronically and is now being sent as a paper check?

Be sure to schedule your payment in advance to ensure the bill is paid on time.

When will a payee receive my payment?

Standard Electronic Delivery is 2 business days. You will choose the “send on” date for your payment. Funds will be debited from your account on the “send on” date and will be received by the payee on the next business day after the payment is scheduled.
Standard Paper Check Delivery is no more than 5 business days. Paper check payments are sent on day one. The delivery date is dependent on the payee’s address and the speed of the USPS.

How do I know if my payment is being sent electronically or by check?

Each payee will have either an envelope icon signifying the payment method will be made by check or a lightning bolt icon for electronic payments. These icons will only appear after the payee is successfully added.

When will the money be debited from my account?

Bill Payments that are sent electronically will be immediately deducted from your designated funding account when the payment is scheduled.
Bill Payments that are sent by check will not debit your account until the check clears/is cashed by the payee.
For future dated or recurring payments, the funds will come out of the customer’s account on the morning of the “send on” date.

Will my e-Bills transfer over?

No, they will not transfer over. You will need to set them up again.

Will my payees and recurring Bill Payments transfer over?

Yes, payees and recurring payments will transfer over along with nicknames and default funding accounts.

Should I use Bill Pay to pay my Mortgage, Commercial or any other type of loan I have with Country Bank?

No need to use Bill Pay! You can easily pay your loan by using the Loan Payments feature in Online Banking to pay your loan from one of your Country Bank Accounts. From the menu, choose “Loan Payments”. New transfer options include principal only payments and pay to zero for lines of credit.

What are the new limits for External Transfers to an external account?

$5,000 limit per day

Will I still be able to schedule external transfers during the upgrade?

No, this feature will be unavailable from 5pm on Friday, August 25th until 9am on Monday, August 28th.

Do I need to do anything with my external transfers before the upgrade?

These will not convert over so you will need to set them up again on or after Monday, August 28th.

Are there any changes to External Transfers?

Yes! Now you can add a loan account from another institution and send payments to that loan account. You can also add your external accounts by entering your online banking credentials with the other institution via our PLAID service, this will allow us to verify your account instantly. If you don’t verify your account using PLAID, you will be asked to verify your ownership of that account by confirming two small deposits Country Bank will make into the external account.

What should I do if a payment was previously sent electronically and is now being sent as a paper check?

Be sure to schedule your payment in advance to ensure the bill is paid on time.


Pay a Customer/Transfer to another Country Bank customer

What are the limits for Pay a Customer?

You will need to make sure you have enough funds in your account before transferring funds to another Country Bank customer.

What will I need to use the Pay a Customer service?

You will need the name and account number of the recipient.

When will the funds be debited from my account?

The funds will be debited from your account on the same business day that they are sent.

When will the funds be available to the recipient?

The funds will be available on the same business day that they are sent.


Mobile FAQs

What are the most recent versions of the Country Bank and Country Bank for Business apps?

9.10

What devices are supported for us with the mobile app?

Phone:

  • Android 7 or higher
  • iOS 10 or higher
  • Windows 8.0 or higher

    Tablet: Our apps are not supported for tablets but you can use the browser on your tablet to access our Online Banking. iPads must be iOS Version 16 or greater to log-in to Online Banking (browser-only, we do not have an app for tablets)

  • Do I use the same username and password for the mobile app that I use for Online Banking?

    Yes. If you need help resetting your password or retrieving your login ID, select Forgot Username/password and follow the steps to retrieve your username or reset your password.

    What happens if I change my phone number?

    You can update your mobile number within Online Banking. To update your phone number, log into Online Banking and go to Profile to update any contact information. Visit our user guide for more information.

    What activities can I perform within the mobile app?

  • View your account balances
  • Transfer funds
  • Pay bills
  • Deposit checks
  • Pay someone who doesn’t have a Country Bank account
  • Pay a customer/someone who does have a Country Bank account
  • Process an external transfer from your Country Bank account to your account at another financial institution
  • Manage debit cards
  • Access eStatements (if you’re opted in)
  • Access Direct Deposit Info
  • Open an account
  • Place a Stop payment
  • Set up security and account email/text alerts
  • Update your contact information
  • Send us a secure message

  • How do I set up PIN Login, Fingerprint Login or Touch ID?

    Open our mobile banking app and tap on Settings (person icon). Follow the steps to set up the feature. Visit our user guide for more information.

    Can I set up mobile alerts?

    Yes, you can personalize security and account alerts to be sent directly to your mobile device via text message, email or push notification. Visit our user guide for more information.

    What is Text Banking?

    Text banking allows you to manage your accounts from anywhere using a text enabled device. To enroll in Text Banking, Open our mobile banking app and tap on the circle person icon at the top right of the screen. Select Settings and Text Banking. Visit our user guide for more information.


    Mobile Check Deposits

    I currently use the mobile app for mobile check deposits. Will I have access to that service with the new app?

    Yes.

    How do I make a mobile deposit?

    To deposit a check using the mobile app select Deposit from the left navigation menu. Follow the instructions within the app to make the deposit. You must have a working camera on your mobile device to deposit a check. Visit our user guide for more information.

    What are the mobile deposit limits?

    Daily limit is $5,000. Monthly limit is $10,000.


    eStatements (electronic statements)

    Is anything changing with eStatements?

    Yes, you will now be able to manage which accounts you receive eStatements for within the app. Going forward, you will need to opt in for eStatements through Online Banking for any new accounts opened.

    I already receive eStatements, do I need to opt in to eStatements again in the new platform?

    No, if you were already opted in to eStatements, you will not need to opt in again.

    Will I be able to view my eStatement history after the upgrade?

    Yes, you will have access to 18 months worth of eStatement history.

    If I am not currently enrolled in eStatements, how do I enroll in or view eStatements?

    You can enroll in eStatements by logging into your online banking or the mobile app and selecting eStatements from the left navigation menu.


    Quicken & QuickBooks

    Troubleshooting

    1. Sign into online banking
    2. Copy the URL once signed in
    3. When you go to link account in QuickBooks, you have to paste the URL in the box where you normally type the bank name
    4. It should come up with “country bank for saving business”
    5. Click on this and sign in with your country bank login info

    Will I still be able to use Quicken or QuickBooks?

    With the transition to our new digital banking platform, all Quicken and QuickBooks users will need to establish a new connection to online banking. Once enrolled in our new platform, you will complete the deactivate/reactivate of your online banking connection to ensure that your current Quicken or QuickBooks account is set up with the new connection.
    Quicken Conversion Instructions
    Quicken Support
    QuickBooks Support

    How do I download QuickBooks transactions or CSV files?

    1. Click on the account they wish to export from the main accounts page.
    2. In the top right white bar there is an arrow pointing down with a line under it, click on that and then you can select the account (if it’s not already in the box).
    3. Select the file type, (CSV, QBO, or BAI2), QBO is QuickBooks online.
    4. Select the date and click next.