Commonly Asked Questions

How do I change my Online Banking password?

Upon logging into Online Banking, click on ‘User Options’ at the top left corner of your screen. You will then have the ability to change your password from the Options page. Your new password must be 8-16 characters with at least 1 number, 1 upper case letter and 1 lower case letter. Passwords are also case sensitive. The new password will take effect immediately. If you are still having problems, please contact your local branch.

I’m locked out of Online Banking. How do I unlock my account?

Please contact our Customer Engagement Center at 888.Certus1 (888.237.8871) for assistance.

I cannot remember the answers to my Online Banking security questions. What do I do?

Please contact our Customer Engagement Center at 888.Certus1 (888.237.8871) for assistance.

I don’t recognize the Security Questions in Online Banking. What do I do?

Please contact our Customer Engagement Center at 888.Certus1 (888.237.8871) for assistance.

How do I register my computer as ‘Personal’ for Online Banking?

Occasionally, it becomes necessary to delete the Flash Shared Object (FSO), which is a separate function from deleting cookies or cache within a browser. The most common situation for deleting the Flash object is when you’re unable to register a computer or if you are being challenged each time you login after a browser upgrade.

Copy and paste the following URL into the address bar in your browser: http://www.macromedia.com/support/documentation/en/flashplayer/help/settings_manager.html
In the Settings Manager section on the left, click on “Website Privacy Settings Panel.” In the box at the top of the screen, you will see a list of ‘Visited Websites.’ Search for the domain bankbyweb.net and/or eCorphost.net server, select it, click the ‘Delete website’ button, and then click the ‘Confirm’ button to remove the Flash Object. You can also just select ‘Delete all sites’ to remove all Flash Shared Object from the computer.
You will also need to clear the browser’s cookies and cache. The following instructions are for Internet Explorer (IE). If you are running another browser, please contact our Customer Engagement Center at 888.Certus1 (888.237.8871) for detailed instructions.
Open Internet Explorer
Select TOOLS -> Internet Options Menu
Select the ‘General’ tab
Click the ‘Delete’ button
Click the ‘Delete Files’ button
Click the ‘Delete Cookies’ button
Under Temporary Internet Files, click the ‘Delete Files’ button. Confirm by clicking ‘Yes.’
Under Cookies, click the ‘Delete Cookies’ button. Confirm by clicking ‘Yes.’
Login in to Online Banking again. You will be presented with Challenge questions. Select ‘Register the PC’ to avoid challenge questions upon future logins.
Only one browser can be registered per computer (ex. – you can’t have both Firefox and Internet Explorer registered at the same time). If you have attempted to register two browsers, you will need to remove the files from both browsers and login with the browser you wish to register.

The link to www.CertusBank.com that I had saved to my Favorites is no longer working. What do I need to do?

Check your internet browser settings and make sure that your browser updates each time you visit a website with the most current version of the site, including ours. You may also type www.CertusBank.com in your internet browser address bar instead of using the link you had previously saved to Favorites.

I’m locked out of Mobile Banking. How do I unlock my account?

Please contact our Customer Engagement Center at 888.Certus1 (888.237.8871) for assistance.

How do I change my Mobile Banking password?

Please contact our Customer Engagement Center at 888.Certus1 (888.237.8871) for assistance.

How do I enroll in Mobile Banking?

You must first be enrolled in Online Banking.

If you are enrolling in Online Banking, you will be asked if you want to enroll in Mobile Banking. If so, you will be taken step-by-step through the enrollment process.

If you are already enrolled in Online Banking, login to Online Banking and click on ‘User Options’ in the top left hand corner of the page. Under Mobile Banking, choose ‘Manage Device(s) and you will be taken step-by-step through the Mobile Banking enrollment process.

I’ve changed mobile phones. How do I get the CertusBank Mobile App to work on my new phone?

First, you will need to access Online Banking using your computer or the browser on your phone.

Once logged in, you will need to go to ‘User Options’ in the top left hand corner of the page.
Under ‘Mobile Banking Profile’, choose ‘Manage Device(s)’.
In the ‘My Devices’ tab, choose ‘Stop using this device for Mobile Banking’.
You will be asked if you wish to stop using Mobile Banking. Choose ‘Yes’.
You must go back into User Options and re-enroll your new phone in Mobile Banking.

What number do I call to check my balance and get account information?

Call 1.800.561.2310. You will be asked to enter your Account Number and 4-digit PIN. Please note that this PIN is not the same as your Debit Card PIN.

How do I enroll in eStatements?

You must first be enrolled in Online Banking and be listed as the primary customer on the account.

If you are enrolling in Online Banking, you will be asked if you want to enroll in eStatements. If so, you will be taken step-by-step through the eStatement enrollment process at that time.

If you already have Online Banking, simply log in to Online Banking and click on ‘User Options’ in the top left hand corner of the page. Under ‘eStatements’, click on ‘Enroll Now’.

How do I get access to previous statements?

Please contact our Customer Engagement Center at 888.Certus1 (888.237.8871) for assistance.

How do I cancel my ATM/debit card if it is lost or stolen?

Please contact our Customer Engagement Center at 888.Certus1 (888.237.8871) for assistance.

I have not received my ATM/debit card. What should I do?

Please contact our Customer Engagement Center at 888.Certus1 (888.237.8871) for assistance.

There are unauthorized transactions against my account. How do I address these?

Please contact our Customer Engagement Center at 888.Certus1 (888.237.8871) for assistance.

How do I activate my ATM/Debit Card and set a PIN?

Call the number listed on the sticker on your new debit card (800.567.3451) to be taken through the activation process.

The ATM I typically visit is out of service. How can I find another ATM convenient to me?

With more than 50,000 ATMs in the CertusBank, Presto!® and Allpoint® networks, you will always have convenient access to your CertusBank accounts. Visit our ATM/Branch Locator for ATM locations nearest to you. You can also search for ATM locations in our CertusBank Mobile App.

How do I get my transactional data to export into my Quicken and/or QuickBooks?

Please contact our Customer Engagement Center at 888.Certus1 (888.237.8871) for assistance.