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

Your Bank > Customer Support

Online Banking FAQs

Need some quick tips about Online Banking or just looking to find an answer to a question - click on the tab below that you are inquiring about.  It will present you with some common questions and answers.  If you still need help, please call our Customer Call Center at 585-394-4260 Ext. O. 

For more helpful information, watch our video tutorials.

Please Note: By clicking the "Watch Tutorials" button below, you will be leaving the Canandaigua National Bank & Trust website and directed to Brightcove's Website.

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  • What is CNBudget Central?

    CNBudget Central is a financial management tool, powered by Yodlee, that allows you to aggregate all of your accounts to one location for budgeting and financial management convenience. To learn more about CNBudget Central, click here.

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  • Can I apply for an account online?

    Yes. We have made it easy for you to open an account online.  Under 'Transactions,' select 'Open New Accounts.'   For your convenience, your personal information is pre-filled. Please have your identification ready in order to complete the process.

  • What types of accounts can I apply for online?

    You can select from the following types of accounts:

    • Checking
    • Savings
    • Loans
      • Auto
      • Recreational vehicle
      • Personal/debt consolidation
      • Home equity
      • Home improvement
      • ChexMate Overdraft Protection

      If you would like to apply for an account that is not listed above, please visit one of our Bank Office locations or call our Customer Call Center at (585) 394-4260.

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  • How many months of e-statements are available?

    We have made 18 months of statements available to you.  If you need a statement that is older than 18 months, please send the request through a secure message or contact our Customer Call Center.

  • Can I print or save an e-statement?

    Yes. When you have an e-statement displayed, use your pdf reader’s toolbar. To print, select the printer icon and follow the steps. To save, select the disk icon and follow the steps. Be sure to rename your files when saving them. 

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  • What is Messaging?

    In order to speak directly to a bank representative to resolve an issue or to request a simple task, we offer a secure email system through Online Banking.  We encourage you to use this system when you want to send us confidential or personal information securely.  This is also a communication tool that we use to bring you important information.  When you have a message from CNB, a number will show next to the Messages menu item. 

  • I need to provide a document to CNB. Can I add an attachment to a message?

    Yes. Click the paperclip icon and select the file you want to attach. You can send the following file types: .ach, .doc, .docx, .log, .pdf, .ppt, .pptx, .rtf, .text, .txt, .wpd, .xls, .xlsx.  All content is securely encrypted and is within the online banking system.  Please note that you can only add one attachment per message. 

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  • I have enrolled in Text Banking. How do I establish my preferences?

    You can select some or all of your accounts to receive information through Text Banking.  Go to 'Preferences' then 'Account Preferences' and select the 'Text' tab at the top of the screen. For each account you want enabled in Text Banking, place a checkmark in the box for ‘Enabled,’ and enter a four character display name to be used in text commands. Then enter a value for each account for the order you prefer, beginning with 1 for the account you want listed first, then click ‘Submit.’  

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  • I don't want to receive paper statements any longer. How do sign up for e-statements?

    You can view your statement the same day it's ready.  Go to 'Preferences,' then 'Statement Delivery' to make your selection for each of your accounts. Use the drop-down menu in the ‘Delivery Type’ column to select ‘e-statement,’ accept the ‘e-statement Delivery Agreement.'  Then enter the email address to receive the notifications when your statements are ready and click ‘Next.’  You will receive an email notification that your statement is ready at your next statement cycle.

  • How do I change the email address that my e-statement notification is being sent to?

    In order to change your notification email address, Under 'Statement Delivery' click on the pencil icon to the right.  This will open a new window where you can enter a new email address and click ‘Add.’ Select the box to place a checkmark next to the address you just added, and then click on the checkbox of the previous address to remove that selection.  You will need to do this for each one of your accounts.

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  • What is secure delivery contact information used for?

    These are the options you can select for receiving a secure access code.  You need a secure access code each time you access online banking from an unregistered computer, register a computer’s browser, or to reset your forgotten password.  You can add, edit, or delete your secure delivery information.

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  • I am not sure what CNB has on file for my profile information. How do I find out?

    Maintaining up-to-date contact is essential for timely communications and for the secure delivery of important online banking functions such as secure access codes.  Please review your User Profile information.  If you need to update your information, please contact our Customer Call Center or submit your request through a secure message. To send a secure message go to 'Messages' then 'New Conversation.'