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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

Security FAQs

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  • What can I do if I’ve shopped at a merchant with a security breach?

    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 

    We can shut down the card and order you a new one. You can also monitor your transactions online, on your phone or in your statement.

  • How does CNB monitor my account for fraud?

    As a customer of CNB, you are covered with EnFactSM. This is a service provided by trained analysts who watch for suspicious transaction activity on your behalf, 24X7, 365 days a year. You will receive an immediate notification by an experienced fraud analyst to verify the authenticity of your card transactions, if warranted. 

    Please note: For your protection, if there are transactions that are deemed suspicious or "out of the ordinary" for you, Fraud Prevention Services will contact you by telephone to verify the authenticity of the transaction(s). If they are unable to reach you and the activity is considered high risk, Fraud Prevention Services will temporarily block your card until they are able to verify the transactions, and mail you notification. To respond to a call, please contact Fraud Prevention Services at 866-842-5208 (Outside USA, call collect 701-461-2551).

  • What do I do if I find a purchase on my card that I did not make?

    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 

    We can shut down the card and order you a new one. You can also monitor your transactions online, on your phone or in your statement.

  • What should I do if I am planning to travel?

    If you will be using your debit card while traveling, please contact us to let us know the dates and destination, so that we can provide this information to Fraud Prevention Services in order to prevent your card from being blocked due to "out of the ordinary transactions." 

    We strongly encourage you to update your contact information to ensure that you are able to be reached in the event of suspected fraudulent activity. To update your information: 

    1. Visit any of our CNB Offices and speak to a representative. 
    2. Send a secure message within Online Banking containing your current information. In the subject line of the message, please indicate: Current Contact Information.

     

  • What should I do if I am the victim of Identity Theft?

    Act immediately! Contact us @ @ 585-394-4260 X 0 or 800-724-2621. We will help you with the next steps to take with us. You will also want to file a police report, keep a written record of your correspondence, and contact the credit bureaus. 

    Equifax: 1-800-525-6285
    Experian: 1-888-397-3742
    TransUnion: 1-800-680-7289
    You can find more helpful information to fight identity theft through the Federal Trade Commission at www.ftc.gov or call 1-877-IDTHEFT (1-877-438-4338)

  • How will CNB verify my identity?

    When you use our online banking services: 

    • When you log on, we require you to provide us with your login ID and password to access your online accounts. 
    • We have a Password Policy that your selected password must meet which improves the strength of your password. 
    • We will require you to change your password periodically and may restrict your re-use of previously used passwords. 
    • We may require you to register each new computer you use to access Online Banking. This short, one-time process ensures that only your registered computers have login ID/Password access to our services.
    • We may limit the number of computers you are allowed to register for Online Banking. 
    • We may give you the option to NOT register a computer and accept one-time access in the case you are accessing our services via a public computer. 
    • Use an up-to-date, approved web browser. 
    When you use our telephone banking services:
    • When you call in, we require you to enter your ID or account number and your selected Security Code (PIN) to access your accounts.
    • For some telephone banking services (options), we may require you to accept a call-back to your registered phone numbers on file to access a menu or approve a transaction. 
    When you call us at the bank: 
    • We will ask you questions to help us determine your identity and account ownership.

     

  • Why does CNB monitor online and telephone activity?

    We gather and monitor online and telephone banking activity to 1) understand and improve how you use our services, 2) to provide technical support or assistance or follow-up on transactions you initiate online, and 3) to investigate any suspicious or unauthorized use of our services. Any collected activity information is only used internally to provide you better service, and is never shared with anybody outside of our bank.

  • What are some tips for creating strong passwords?

    In combination with your online user ID, your online password is like the lock on your front door, as it provides first-level defense against unauthorized access. Choosing a weak password is like buying a cheap lock to protect your valuables. Following are guidelines for creating a strong password:

    Avoid these passwords pitfalls:

    • Do not choose passwords or security codes (PINs) that can be easily guessed by others. For example: 
      • Do not use account numbers
      • Do not use personal contact information like addresses or phone numbers. 
      • Do not use personal information like your name, birthday, Social Security Numbers, passport numbers, or names and information for family members. This is the first information a criminal will try.
    • Do not use sequences of repeating characters, like “1234567” or “abcdefg” 
    • Avoid using only look-alike substitutions of numbers or symbols. Passwords like “P@ssw0rd” are easily guessable by criminals, but can be effective when combined with changes in case, length, and misspellings.
    • Do not use dictionary words. 

    Recommended password practices:

    • Create unique, original passwords using a combination of numbers, letters (upper and lower case) and special characters. 
    • Use longer passwords, as long as you can remember them. 
    • Choose a password that is meaningful so you can easily commit it to memory. 
    • Avoid using software or toolbars that store your password. 
    • Change your password regularly. 

  • How do I update my contact information?

    Accurate customer contact information is essential in our business. Please help us update our records. 

    If you have recently changed your phone number(s), email, or home address, -OR- if you believe that we may not have all contact options for you in our system, please contact us.

    To update your information:

    • Visit any of our CNB Offices and speak to a representative.
    • Send a secure message within online banking containing your current information. In the subject line of the message, please indicate: Current Contact Information.

     

  • How do I set up account alerts?

    Please visit our Online Banking FAQs under the Preferences category for information on how to set up alerts.

  • How do I sign up for electronic statements?

    Please visit our Online Banking FAQs under the Preferences category for information on how to sign up for e-statements.

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