Translate this page

Download the CB Access app:

CB Access - Customers Bank

Mobile App FAQs

1. Why is Customers Bank changing the CB Access App?

  • Our customers provided feedback to us as to how we could make their experience better and we listened!
  • Customers were frustrated with re-entering their bill pay vendors when they wanted to switch banks to Customers Bank. Even existing customers complained about entering the biller's name, address, telephone number and account number twice. Picture Pay solves those concerns. Now, with Picture Pay, just take a picture of the bill, enter the amount of the payment and hit send — your bill is paid. 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.
  • Many customers expressed their unhappiness with the long alpha-numeric passwords and user names. Although difficult, we now have a way to use a 4-digit PIN (password) that has enhanced security beyond just the PIN. To view the video — click here.
  • We know the #1 activity of mobile bankers is checking balances. Many customers were frustrated with having to login in by entering a username and long password just to see a balance. Now you can see your balances without logging in with Quick Access. To view the video - click here.
  • After listening to you, we talked with our current vendor about adding solutions to these concerns. Since our current vendor wasn't able to deliver a better experience for you, we took the necessary steps to find a partner who would keep our mobile banking app "state of the art" — delivering the capabilities you want and deserve.
  • The new CB Access App lets you do your banking, anywhere, anytime—faster and easier. Now that's effortless banking from Customers Bank.

2. What are the benefits of the new CB Access App?

  • Picture Pay - take a picture of a bill, enter the amount of the payment and hit send — your bill is paid. No need to enter a biller's address, phone number, or your account number twice - this is all done for you 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.
  • 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.
  • Coming soon:
    • Debit Card Security - the ability to lock your debit card when it is not in use or if you lose it. Turning it on or off is done just by tapping a toggle switch! One more way to protect your money! Plus, many other great capabilities are on the near horizon.
    • Bigger and better variety of online coupons.
    • Ability to send payments to another person as long as you have either their cell number or their email address.
  • You will continue to enjoy mobile check deposit, account transfers and security alert options.

3. 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.
  • Go to the App Store or Google Play Store and download the new CB Access App.
  • Complete the enrollment process which includes authentication for your security.

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

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

5. 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.

6. What user name and password do I use to access the new CB Access App?

  • You can use the same username and password, assuming your current password for online and mobile banking is 8 characters in length.

7. My current password that I use for online and mobile banking only has 6 characters. What do I do?

  • Please follow the directions included in FAQ #8 — "To create your password".

8. Since I don't have online banking with you, how do I create a username and password for the new 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. See FAQ #10 below for establishing a 4-digit PIN (password).
    • 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.

9. Am I able to choose any 4-digit PIN (Personal Identification Number) for my new 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.

10. 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.

11. Where do I find the new CB Access App?

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

12. How do I access your new 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.

13. 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.

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

  • Click here for instructional videos and written explanations that are designed to assist you with the new app.
  • 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.

15. What do I have to do to get the new app?

  • Remove/delete/uninstall the existing CB Access App. This step must be done before installing the new app. See FAQ #16 and #17.
  • Go to the App Store or Google Play Store and download the new CB Access App.
  • Complete the enrollment process which includes authentication for your security.

16. How do I remove my existing CB Access App on my iPhone or iPad?

  • Select and hold any icon on the home screen until they wiggle.
  • Tap the "x" in the upper-left corner of the CB Access App.
  • A box will appear stating that if you delete this app you will delete all data.
  • Select the delete key.
  • If you synced your CB Access App with your iTunes library, you will need to remove the app from your iTunes library as well.

17. How do I remove the app from my iTunes library?

  • Here are the steps to take:
    • Visit iTunes to view your apps.
    • On the left-hand side Library/Apps/
    • Highlight CB Access App and hit the delete key
    • A dialog box pops up asking if you are sure that you want to delete the app.
    • Click the Delete Apps button in the dialog box.
    • To remove all files associated with the CB Access App in the next dialogue box click Move to Trash.
    • CB Access App is now permanently deleted.

18. How do I remove the app from my Android Smartphone?

  • From your smartphone:
    • Go to Settings menu > Apps or Application Manager,
    • Press the CB Access App
    • Select uninstall
  • From the Google Play Store:
    • Open the Google Play App
    • Select Menu > My Apps
    • Choose the All category
    • Tap the CB Access App labeled "installed"
    • Select uninstall

19. Do I need to remove the app from the Google Play Store/website? If so, how do I remove it?

  • Since there is no way to permanently remove the app from the Google Play Store or Google Play website, there isn't anything that you need to do.

20. I just downloaded the new CB Access App from the Google Play Store. It is not functioning properly. What should I do?

  • On your Android Smartphone, go to the Applications Manager in the Settings menu. Then choose the app from the list, tap the Clear data and Clear cache buttons.
  • If that fails, you can try reinstalling the app. Go to the Google Play Store and download the new CB Access App. Complete the enrollment process which includes authentication for your security.

21. Are there any fees involved with the new 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

22. What mobile devices can be used with the new 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.

23. 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 to the highest standards in the industry.
  • For consumers, if any of your money is ever lost due to hacking and/or fraud, we protect you against those losses.

24. Is my online banking account changing as well?

  • No, there will be no changes to your existing online banking.

25. What do I do if I am locked out?

  • A "lockout" occurs after three failed attempts to log in. After two failed attempts to log in, we suggest you utilize the "forgot password" (tap the HELP icon) so you don't get locked out.
  • 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.

26. 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 to 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.

27. Can I pay bills with my new 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. No need to enter a biller's address, phone number, or your account number twice - this is all done for you 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.

28. Will my current Bill Pay billers be available when I install the new CB Access App?

  • No, your current billers will not be available in the new app. See FAQ #4 and #5.
  • By using Picture Pay, once you take a picture of your bill, your billers will be saved for future payments.

29. What can I do for assistance?

  • On August 20th visit customersbank.com/videos. Once there you will find instructional videos and detailed explanations about the new CB Access App — including capabilities and how to set up mobile banking or resolve most issues like forgotten passwords.
  • You may also contact your local branch team who are able to help you with any questions you might have. Click here to view our locations.

30. Should I keep my current app

  • You need to remove/delete/uninstall the existing CB Access App before you can download the new app. This step must be done before installing the new app.
  • If you have an iPhone or iPad, refer to FAQ #16 and #17 for instructions to remove the old app from your iPhone, iPad, and iTunes Library.
  • For Android Smartphones, see FAQ #18 for directions for removing the old app from your Android Smartphone.

31. I wasn't aware that my CB Access App will no longer work. What happens if I am traveling and I need to pay bills or make transfers?

  • Your existing CB Access will continue to work through September 15, 2013.
  • Otherwise, you are able to use your device to access your online banking by visiting customersbank.com until you download the new CB Access App.

32. What happens with my Cash Back Rewards?

  • You are still able to access your Cash Back Rewards through your regular Online Banking; however, they will not be shown on this new app.

33. Still need more information?