App FAQs

What are the benefits of the CB Access App?

  • Picture Pay - Take a picture of a bill, enter the amount of the payment, and hit send. Your bill is paid! As long as the address and account number are legible this information will be entered automatically. You do not have to take a picture the next time you pay the same bill as all the info already exists. To view the video - click here.
  • Mobile Check Deposit- Too busy to get to the bank? Our CB Access app lets you deposit checks just by taking a picture. To view the video - click here
  • Smart PIN — Use a 4-digit PIN (password) when you login to complete transactions. We found a way to keep your information safe without having to use those long passwords. To view the video - click here.
  • Quick Access — If you prefer, you can now see your balances without logging in. Just tap the Customers Bank Access icon and your balances appear. To view the video - click here.
  • Social Media — Access social media right through our app.
  • External Transfer— An innovative payment service offered by Customers Bank that eliminates the hassles of checks and cash. Need to send money to another person? All you need is his/her name and e-mail address or mobile number to send the person money from your bank account.

Security

Why do I have to register my mobile device?

  • By registering your device, it helps us determine that the instructions/transactions sent to us are coming from your device and that you haven't been "hacked". This is why you must register each device you plan to use for mobile banking. It is a one-time step that will help protect you.

Is my personal information safe with the CB Access App?

  • We use advanced encryption technology as well as other identifiers to protect your personal information and your money.
  • For consumers, if any of your money is ever lost due to hacking and/or fraud, we protect you against those losses.

Mobile Banking and Online Banking

Currently, I don't have online or mobile banking. Do I need to enroll in online banking first in order to have mobile banking?

  • No, you don't need to register for our regular online banking first.
  • Go to the App Store or Google Play Store and download the CB Access App.
  • Complete the enrollment process which includes authentication for your security.

Will the CB Access App share the same information with my current online banking?

  • No, the two systems, online banking and mobile banking, do not "talk" to each other.

What are you doing about finding a solution to have my regular online banking "talk" with my mobile banking?

  • We can certainly appreciate your concerns.
  • We are currently searching for a great partner who can operate our online banking system in a way that "talks" to our mobile app. In the meantime, please bear with us while we construct the best mobile/online solution available. Thank you for your patience and understanding.
  • Our goal is to supply the best technology has to offer to our customers. Look for future communications as we continue our search for the right partner who will meet your needs and supports our goal of making banking with us effortless.

Logging In and Password

How do I create a username and password for the CB Access App?

  • To create a new username:
    • It must contain 6-20 characters.
    • The username cannot be all numbers — it can be all letters or special characters.
    • Username can contain letters, numbers and the following special characters - @$*_-=.!~
    • Do not include any spaces before, during or after the username.
  • To create your password, be sure it meets the following criteria:
    • Passwords must be 8-16 characters. We recommend a 10-digit password. Remember, after registering for mobile banking, you can create a 4-digit PIN (password) so you use Quick Access.
    • Your password needs to contain the following characteristics:
      • 2 or more alphabetic characters
      • 1 or more numbers
      • 1 or more uppercase letters
      • 1 or more lowercase letters
      • 1 or more of the following special characters: ! @ # $ % ^ & * . ( ) - ? _ ; : , ~ = + / { [ } ] | ' \"
      • Do not include any spaces before, during or after the password.
  • Passwords are case sensitive and do not expire.

What do I do if I am locked out?

  • A "lockout" occurs after three failed attempts to log in. After three failed attempts to log in, you will be prompted to complete the "forgot password" screen.
  • You may also contact your local branch who will be happy to assist you, if you become locked out. Click here to view our locations.

What do I do if I forget my password?

  • Regardless of the type of device you are using, you can reset your password by using the "Help" button. You will be required to provide authentication answers to proceed with resetting your password.
  • Click here for instructions and video on re-setting passwords/usernames.

In the event you aren't successful in resetting your password, please contact your local branch.

Am I able to choose any 4-digit PIN (Personal Identification Number) for my CB Access App?

  • Yes, you may select any 4-digit combination except for 1234, 1111, 0000, 1212, 7777, 1004, 2000, 4444, 2222, 6969, 9999, 3333, 5555, 6666, 1122, 1313, 8888, 4321, 2001, 1010, 0852 and 2580. "Hackers" know that these numbers are the easiest for people to remember so they target these sequences of numbers in hopes of gaining access to your account. To help protect your information, we won't allow the use of the above weak PINs.

How do I set up my 4-digit PIN?

  • Once you have logged into the CB Access App, proceed to the Settings icon. Under General Settings, there is a slide switch for the 4-Digit Login feature. To enable this option, just tap the switch or slide to the right and a confirmation screen will appear with an explanation of this feature. If you wish to continue, tap Confirm and you will be prompted to select your 4-digit PIN. Once entered, you will receive a response that your PIN is enabled. It's that easy! To view the video - click here.

Mobile Deposits

What is the daily limits for mobile deposits?

What can I deposit using the mobile deposit feature?

  • You can deposit checks, money orders and official checks.

How should I endorse the back of my check?

  • Please sign and include “For Remote Deposit” on the back of the check.

What is the deposit cut-off time for Customers Bank?

  • Deposits by 5pm will be considered as the same business day.

When will my funds deposited through mobile deposit be made available?

  • All mobile deposits are available the next business day when made prior to 5:00pm. Deposits made after 5:00pm are considered the next business day and will not be made available until the following (second) business day.

Picture Pay

Can I pay bills with my mobile app?

  • Yes, with Picture Pay you can pay any invoice or bill from your mobile device. Just take a picture of the bill, enter the amount of the payment and hit send, Your bill is paid! As long as the address and account number are legible this information will be entered automatically.
  • Once you take a picture of your bill, your billers will be saved for future payments. You will not have to take a picture of the bill for future payments.

Will my Online Banking Bill Pay billers be available when I install the CB Access App?

  • No, your current billers will not be available in the app. The online banking and mobile banking are two separate systems and do not communicate with each other.
  • By using Picture Pay, once you take a picture of your bill, your billers will be saved for future payments.

Are there any fees involved with the app services?

  • Unlike other financial institutions who are instituting fees for these services, our mobile banking services are FREE. Use of Picture Pay for the payment of bills is free, unless you need to expedite a payment. If you are late paying a bill and need to get the bill paid extra fast, we can expedite it with overnight delivery or even same day delivery. We are charged for this service and we simply pass the cost on to you. Here are the costs for expedited payments:
    • Electronic Expedited Payment - $5.00
    • Same Day Electronic Payment - $10.00
    • Next Day Paper Payment - $35.00

Miscellaneous

What mobile devices can be used with the app?

  • Our CB Access App is available for any device running Apple's iOS Operating System - including iPhone, iPad, and also iPod Touch. Also, our App is available for any Android Smartphone including HTC, LG, and Samsung to name a few.

Where do I find the CB Access App?

  • Our CB Access App is available in the App Store for iPhones and iPads and in Google Play for Android Smartphones.

How do I access your CB Access App if I don't have an account with iTunes or Google Play Store?

  • Depending on the device you are using - iPhone or iPad, you will need to visit iTunes and open an account. Once an Apple ID is established, you can search the exact term "CB Access" from the iTunes Store and you will find our app.
  • For Android Smartphones, you will need to set up an account with the Google Play Store. Once logged in, you can search for the exact term "CB Access" to find the app.

Since I downloaded the CB Access App, it isn't working. What do I do?

  • You may also visit or contact your local branch who will be happy to assist you.
  • Email addresses and telephone numbers for all of our branches are located at our locations page.

Still need more information?