Skip to main content

Upgrade for a Better Experience

Canandaigua National Bank & Trust would like to encourage all of our customers to update their internet browsers as new releases are made available. Using the most recent browser version ensures the best security, design experience, speed and functionality.

Continue to CNBank.com

If you have any comments or concerns, please contact our Customer Call Center at 585.394.4260 ext. 0.

Your Bank > Customer Support

ATM, Debit, Credit Card FAQs

Whether you are looking for a credit or debit card—CNB has a card solution for you.

  • + Expand all
  • How do I activate an ATM or debit card?

    To activate your new card, call (800) 992-3808 from any phone or use your card with PIN at any ATM. Replacements for expiring cards will continue to use current PIN. After activation, you may customize your PIN using the automated phone system.

  • How do I report a lost or stolen ATM or debit card?

    During business hours, contact a representative immediately at:
    (585) 394-4260 or (800) 724-2621

    After business hours, call the number below and follow the voice prompts:
    (585) 394-4260 ext. 3 or (800) 724-2621 ext. 3

  • How do I change my Personal Identification Number (PIN)?

    After activation, you can call (800) 992-3808 at any time to customize your PIN using the automated phone system.

  • What should I do if I have an unauthorized debit card transaction on my account?

    Please call us at (585) 394-4260 or (800) 724-2621 and have your debit card account number and statement with you when you call.

  • How do I access my accounts online?

     You can access your account 24/7 with CNB's Online Banking Center.

  • How do I update my contact information with CNB?

    To update your information:

    1. Call the Customer Call Center at (585) 394-4260 ext. 0, or
    2. Send a secure message within online banking containing your current information. In the subject line of the message, please indicate: Current Contact Information.

  • Should I notify CNB if I will be traveling?

    To prevent interruption in ATM or debit card access, it is important to submit a travel notification.

    • From the Online Banking Center, go to the Services menu and select Messages.
    • Select New and choose Travel Notification from the To drop-down list.
    • Type Travel Notification for the Subject line.
    • Type your message. Be sure to include timeframe, location(s) and the last four digits of your debit(s).
    • Press Send.

  • + Expand all
  • What is CardValet?

    CardValet is a mobile app that allows you to manage and secure your CNB Debit MasterCard(s) from your smartphone by defining when, where, and how your cards are used. The app also allows you to stay informed of potential fraud with alerts on attempted, declined transactions.

  • How do I get the CardValet app?

    It is a free download, available at Google Play™ and the App Store℠. Search for “CardValet.”

  • What are the password requirements for CardValet?

    Password must be between 8 to 12 characters in length, minimum of one uppercase, one lowercase, one number, and one special character from !@#$%^&*()+~.

  • Are there any fees to use CardValet?

    No, CNB does not have any fees associated with CardValet. However, message and data rates may apply, including charges from your communications service provider.

  • Can I add my CNB credit card or ATM card to CardValet?

    CardValet currently supports CNB Debit MasterCards® only.

  • I have a replacement card with a new card number. How do I add the new card to CardValet?

    If you want to use CardValet to manage the new card in “Manage Portfolio,” select the “Add Card” option. Your old card will remain on the CardValet home page unless you uncheck it in Manage Portfolio.

  • How long does CardValet keep me logged in if I forget to log out?

    The app will automatically log you out after 10 minutes of inactivity.

  • I have more than one CNB debit card. Can I have more than one card in CardValet?

    Yes, you can add each of your CNB debit cards to the login you created for CardValet by selecting Add Card under the Manage Portfolio menu item.

  • Can I add my spouse’s or child’s CNB debit card?

    Yes. A card can also be registered by more than one person.

  • When will card transaction history show in CardValet?

    Card transactions that have taken place after you have registered a card in the app will start to appear under “Transactions.” Any transactions prior to registering a card with CardValet will not be listed.

  • How many transactions show in recent history?

    The last 50 card transactions within the last 30 days.

  • Do I still need to report my card lost or stolen if I have turned it off in CardValet?

    Yes, you should still always report a lost or stolen card to avoid fraud from occurring and to have a new card ordered for you.

  • What is the range with “My Location” for controls and alerts?

    The “My Location” controls and alerts will check to ensure the merchant location is within a 5 mile radius of the device that you set in CardValet as the primary device. Please note: Some merchants utilize a centralized office address instead of the physical location of the store. If the address used is outside of your region, the transaction could be denied due to your location controls.

  • What if “My Location” is on as a control and my primary device is turned off, will transactions be denied?

    CardValet ignores location information that is more than 8 hours old. If your phone has been off for more than 8 hours, the “My Location” controls will not take effect and the transaction will not be denied based on old location information.

  • Why was my transaction denied when I turned on my settings to authorize?

    CardValet is a tool that enhances security already in place. CNB has existing controls on your debit card, such as daily limits and point of sale transaction limits, as well as geographic controls. The bank’s controls override any controls set within CardValet. Also, some merchants utilize a centralized office address instead of the physical location of the store. If the address used is outside of your region, the transaction could be denied due to your location controls.

  • How do I turn on controls and alerts for ATM transactions?

    ATM transactions are included in the “Others” category for “Merchant Types.”

  • If I turn my card “OFF,” establish a control or set up an alert, how long does it take until it is in effect?

    All controls and alerts including turning your card off or on are in effect as soon as the update message in the app stops.

  • I turned my card off- why did a transaction go through?

    Recurring payments established with the card on are considered to have been approved and may authorize.

  • Can I unsubscribe from CardValet?

    Yes, under “Manage Portfolio” uncheck all cards and accounts, tap ‘OK,’ and then tap ‘Unsubscribe.” Once all are unchecked, you will be prompted with a pop-up asking if you would like to unsubscribe. If you choose to unsubscribe, you can re-enroll for CardValet in the future, but you will not be able to re-use the same user ID.

  • + Expand all
  • I have a question about my credit card. Who should I contact?

    CNB credit card support is managed directly by First National of Omaha. Both the Personal and Business card support services are available 24 hours a day, 7 days a week.

Close