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FAQs

We know you have questions about Online Banking and have provided some of the more frequently asked questions here for your convenience. If you have other questions, please call us at 703.584.3400 or 1.800.473.3247. Our representatives will be happy to assist you.


Manage Accounts

Questions And Answers

What type of accounts can I access in Online Banking?

You can access your Cardinal Bank deposit and loan accounts through Online Banking. When you enroll in FinanceWorksTM within Online Banking, you also will be able to view balances and transactions of accounts you own elsewhere. Learn more about FinanceWorks.

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How does Online Banking make banking convenient?

With anytime, anywhere access to your account information, Online Banking makes managing your finances easy and convenient.  Within the home page of Online Banking, you have a central hub to quickly and easily manage your common Online Banking tasks such as viewing recent transactions and current balances, making a transfer or bill payment, viewing where your money is going with FinanceWorks, and getting cash back with Cardinal CashBack Rewards.

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Can I schedule recurring transfers in Online Banking?

Yes.  Transferring funds through Online Banking is the quick and easy way to save!  You can schedule transfers to be made weekly, monthly, twice-monthly, quarterly, semi-annually or annually.  You have the option to set your Scheduled Transfers to end after a number of transfers that you designate, at a date you specify or to allow transfers to continue with no end date.  If you want to change your transfers, simply log in to Online Banking and go to Scheduled Transfers. From there, click on the "Edit" link to change your transfer amount, transfer frequency or end date.  You can also delete your scheduled transfers at any time. Log in to Online Banking and go to Scheduled Transfers. From there, click on the "Delete" link next to the transfer you wish to cancel.  You will receive an email notification that the transfer occurred.  Be sure to keep your email address current.

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Can I set-up alerts?

Yes.  You can set-up email alerts by logging in to Online Banking and clicking on the “Notifications” link.  Follow the instructions on the screen to establish your alerts.  Please be sure your email address is current.

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How do I enroll in e-Statements?

e-Statements are available for checking, savings and money market accounts.  To enroll in e-Statements, log in to Online Banking.  Click on the “Additional Services” link and follow the on-screen prompts.  Note that paper statements will be discontinued when you enroll in e-Statements.

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Can I place a stop payment request in Online Banking?

Yes.  To place a stop payment request, simply log in to Online Banking and click on the Stop Payment link.

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How long does a Stop Payment request last if made through Online Banking?

When you place a stop payment request in Online Banking, the stop payment request is valid for six months.  If you would like to extend that request, you may do so in writing or again through Online Banking.

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How much does a Stop Payment request cost?

The cost for a Stop Payment request is reflected on our Fee Schedule.

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Can't find what you are looking for?

Transfer Funds

Questions And Answers

Can I schedule one-time or recurring transfers in Online Banking?

Yes. Transferring funds through Online Banking is the quick and easy way to save! You can schedule transfers to be made weekly, monthly, twice-monthly, quarterly, semi-annually or annually. You have the option to set your Scheduled Transfers to end after a number of transfers that you designate, at a date you specify or to allow transfers to continue with no end date. If you want to change your transfers, simply log in to Online Banking and go to Scheduled Transfers. From there, click on the "Edit" link to change your transfer amount, transfer frequency or end date. You can also delete your scheduled transfers at any time. Log in to Online Banking and go to Scheduled Transfers. From there, click on the "Delete" link next to the transfer you wish to cancel. You will receive an email notification that the transfer occurred. Be sure to keep your email address current.

 

 

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Can I transfer funds to/from accounts I own at Cardinal Bank and other banks?

Yes. You can transfer funds to/from eligible accounts you own at Cardinal Bank and any U.S. bank.  Log in to Online Banking and go to the Move Money tab. There, you will be able to make Transfer To/From Other Banks. Note:This feature is not available to businesses or individuals under 18 years old.

 

 

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What is an eligible account?

An eligible account is typically a checking, savings, or money market account.  Some brokerage accounts are also available.  The account must have a routing/transit number and an account number. 

 

 

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How does External Transfers in Online Banking work?

To get started, simply enroll your external bank accounts (accounts not held at Cardinal Bank).  You will be requested to verify your other bank account(s).  Simply follow the on-screen prompts.  You will be prompted to verify your accounts either with a trial deposit or instant verification You can verify your trial deposit amounts by logging in to your other bank account(s) about three days after you register that account to see the trial balance amounts.  Then, log in to Online Banking and enter the trial deposit amounts in the Move Money – Transfer To/From Other Banks section.  After your accounts are verified, you will be able to transfer money to/from those accounts.

 

For more information, view our demo.

 

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What types of transfers can I schedule with external transfers?

With external transfers, you can schedule standard or next day transfers to/from your Cardinal Bank accounts and eligible accounts you own at other financial institutions.  Standard transfers take three days to process.  Next day transfers will process the next business day. 

You can also schedule one-time or recurring transfers.

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Can I schedule next day transfers immediately after I enroll in external transfers?

You will not be able to utilize external transfers immediately after you enroll in the service.  For your protection, you will need to meet certain qualifications before being able to use the next day transfers feature.  For example, your account must have been in good standing (no non-sufficient funds), you must have a maximum of $750 in both accounts (the transfer to and the transfer from accounts), and you must have utilized the standard features for at least 60 days with $500 in transfers.

 

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How quickly are the funds transferred?

The standard transfer timeframe is 3 business days.  Next business day transfers are available.

 

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Is there a maximum amount I can transfer to/from Cardinal Bank and other bank accounts I own?

Yes, for your protection, we limit the amount that can be transferred with external transfers.  Limits are set per transaction, per day, current amount outstanding (scheduled, but not completed) and per rolling 30 days. Your current account balance is also taken into consideration for these transfers.

Standard delivery (in-coming and out-going) is:

Per Transaction: $5,000

Per Day: $5,000

Per Month: $10,000

 

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Is there a fee to transfer funds to/from other bank accounts?

Yes. The fees are displayed in our Schedule of Fees and within Online Banking in the Move Money – Transfer To/From Other Banks section.

 

 

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If I am a business, am I able to register for external transfers?

The external transfers feature is available only to consumers who are 18 or older (not for businesses).  We will monitor enrollments for external transfers each business day.  If we find that a business has enrolled, we will unenroll that business.  If you were able to enroll and generated a transfer, we will cancel the transfer. 

 

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Why aren’t businesses able to use external transfers?

Businesses are not able to use this feature as they operate under different rules than consumer accounts and verification of ownership is much more complex.  For businesses who wish to transfer funds between accounts owned at other financial institutions, we recommend Cardinal Cash Management Online which offers external transfers with ACH and wire transfers.

 

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Can't find what you are looking for?

Pay Other People

Questions And Answers

Can I send money to other people?

Yes. In the Move Money tab in Online Banking, you can transfer money to pay other people or to request money with Popmoney.  Note: This feature is not available to businesses or individuals under 18.

 

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What is Popmoney®?

Popmoney is an innovative payment service offered by Cardinal Bank that eliminates the hassles of carrying checks and cash. Now, sending and receiving money is as easy as emailing and texting. And you don't need a new account to send or receive money. Just use your current eligible transaction account.

You can use Popmoney to:

  • Send money to your child at college
  • Send a gift to family and friends
  • Pay back friends for that fun outing
  • Pay your babysitter or your lawn care service

Pay rent to your landlord or roommates 

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How does Popmoney work?

Popmoney allows you to send money to friends, family or virtually anyone.  Simply sign-up for Popmoney through Cardinal Online Banking.  After you enter your eligible transaction account information, you can send or request money from your contacts. They will be notified by email or text message that you wish to send money or are requesting money from them. You and your contacts will never need to exchange financial account information. 

 

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How do I send money?

Once enrolled, to send money, log in to Cardinal Online Banking and go to the Move Money tab and click on the link Pay Other People.  You can send money to anyone using his/her email address, mobile number or bank account information.  You will be notified when the transaction is completed.

 

 

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How does bank account verification work?

To confirm your account, we will make two small deposits of less than $1.00 each, into and from your account. The withdrawal is the sum total of the two deposits we made. The deposits and withdrawal will appear on your monthly statement from your financial institution, which will be available to view online or in your mail and are identified with "Popmoney.com" and "Trialcredit," "Trialdebit" or similar wording in the description.

This information can be found on your statement and will be used to verify your account

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Can I schedule next day transfers immediately after I enroll in Popmoney?

You will not be able to utilize external transfers immediately after you enroll in the service.  For your protection, you will need to meet certain qualifications before being able to use the next day transfers feature.  For example, your account must have been in good standing (no non-sufficient funds), you must have a maximum of $100 in both accounts (the transfer to and the transfer from accounts), and you must have utilized the standard features for at least 60 days with $500 in Popmoney transfers.

 

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How will the recipient receive their money?

The recipient will get an email or text message telling him/her that someone sent money. If the recipient is a Cardinal Online Banking customer, that person just logs-in to Cardinal Online Banking to retrieve the funds.

If the recipient’s bank offers Popmoney, the recipient can log in to his/her bank account and direct the funds there. 

If the recipient’s bank does not offer Popmoney, the recipient can provide his/her bank account information at Popmoney.com. The recipient’s money will be sent to that account.

If the recipient does not provide his/her account information, the payment will be automatically returned to the sender's account.

 

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When will the recipient receive the funds?

The timing to receive the funds depends on the type of account used to make the payment. The delivery speed will be displayed when you schedule the payment. It could take additional time if your contact has not used Popmoney or will have to log in and accept the payment.

If you are sending the payment notification through email and your contact wants to collect the funds into an Eligible Transaction Account; he/she must provide his/her Eligible Transaction Account information by 10 PM Pacific Time in order to receive the funds the next business day.

 

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How quickly are the funds transferred?

The standard transfer timeframe is 2-3 business days.  Next business day transfers are available.

 

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Is there a fee to pay other people?

There are fees to pay or request money from other people.   The fees are displayed in our Schedule of Fees and within Online Banking in the Move Money Tab.

 

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What is an eligible transaction account for Popmoney?

An "Eligible Transaction Account" is a transaction account from which your payments will be debited, your Popmoney Service fees will be automatically debited, or to which payments and credits to you will be credited. Today, you can send money from a direct deposit account (like a checking account or money market account) or a debit card account (you cannot send money from a credit card account today). You can deposit money into a direct deposit account (like a checking account or money market account) or certain types of debit cards (you cannot deposit money using a credit card account today).

 

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Will my bank account information be shared with the recipient?

No, your bank account information will not be shared with the recipient. Your recipient will see your first name, last name, and the message you wrote for the payment; if you sent the payment to your contact's email address, your recipient will also see your email address. Similarly, you won't be able to see your recipient's bank account information.

 

 

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Why do I need to verify my email address and phone number?

Verification of your email address and phone number is required for security reasons. Entering the correct verification codes ensures that you have access to your email and phone. You may also be asked to verify your mobile phone in the future to send and receive payments.

 

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What are the different ways I can send money to someone using Popmoney?

You can send money to someone using his/her:

  • Email address:Your contact will receive an email with instructions on how to direct the payment into his or her bank account.
  • Mobile number:A text message will be sent to the recipient on your behalf with instructions on how to direct the payment into his or her bank account. If the recipient does not respond to the payment notification after 3 days, a reminder text message will be sent on your behalf to the recipient reminding them to act on the payment notification. You may want to tell your contact that standard Message and Data rates may apply.
  • Bank account information (routing and account number):The money will be directly deposited into your contact's bank account. You will also have the option to send the contact an email.

 

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What options do I have to deliver payments using Popmoney?

For payments sent via standard delivery:

Using an email address or text message:

  • Contacts with Automatic Deposit enabled will see the payment in their bank account within 3 business days.
  • Contacts without Automatic Deposit enabled cannot receive the payment until they provide their bank account information; once provided, the payment will be sent to the contact's bank account within 3 business days.

Using a bank account:

  • The payment will be sent to your contact's bank account within 3 business days.

For payments sent via express delivery:

Using an email address or text message:

  • Contacts with Automatic Deposit enabled will see the payment in their bank account the next business day.
  • Contacts without Automatic Deposit enabled cannot receive the payment until they provide their bank account information; once provided, the payment will be sent to the contact's bank account the next business day.

Using a bank account:

  • The payment will be sent to your contact's bank account the next business day.
  • The recipient will be notified of the payment on the send date.

 

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Can I send money internationally?

No, currently you can only use Popmoney to send money within the United States. If you send a payment to your contact's email or mobile, your contact will be required to provide a US bank account to receive the funds. Otherwise, the payment cannot be processed and the funds will be returned to your bank account.

 

 

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Why do I have limits on my payments?

For your protection, limits have been created on how much money and how many payments can be sent during various time periods. This amount may vary and will be displayed to you within the Popmoney transfer screens in Online Banking.

 

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What are the fees associated with the Popmoney service?

The fees for sending money using Popmoney are found in the schedule of fees

 

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Why am I asked to enter a message to the contact?

A personal message gives the contact the confidence that she/he is receiving the payment from someone they know. It is also an opportunity for you to communicate the purpose of the payment to the contact.

 

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How do I add a contact?

There are two ways to add a contact:

  • You can start typing a name, email or mobile phone in the To field. If it does not exist in your contacts list, an add contact window will pop up. Complete the remaining information and click Add.
  • Click on the Contacts tab and click on the Add Contact button. Enter the required fields and click Save.

 

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What happens when a payment someone sent me expires?

You have 10 days from the send date to deposit the payment. When a payment expires, the funds are returned to the sender. Please contact your sender to request another payment if you still wish to receive the funds.

 

 

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Can I stop a payment after the send date?

You can stop a payment anytime after the send date provided the payment has not been deposited into the recipient's bank account. To stop a payment, go to Activity, select the payment you would like to cancel, and click the Stop Payment button. You will not see the Stop Payment button when the option is no longer available.

 

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Where do I view and edit future-dated payments and recurring payment plans?

To view or edit future-dated payments and recurring payment plans, click on the Scheduled Payments tab.

 

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Where do I view and edit future-dated payments and recurring payment plans?

To view or edit future-dated payments and recurring payment plans, click on the Scheduled Payments tab. You can edit or cancel the next payment anytime before the send date or the entire recurring payment plan at anytime. For the next payment, you can edit the Send Date, Amount, Subject Line, and Personal Message, without affecting the rest of the plan. For the entire recurring payment plan, you can edit the same fields as well as the Frequency and Duration.

 

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How will I know if someone sends me money using Popmoney?

If the sender sends the money using your email address or mobile phone number, you will receive an email or text message with instructions on how to deposit the payment into your Eligible Transaction Account. If the sender uses your Eligible Transaction Account information, the money will be deposited directly into your Eligible Transaction Account. In that case, you will only receive a notification if the sender enters an optional message when submitting the payment.

 

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If the sender has provided the wrong mobile number or I cannot receive text messages on my phone, what should I do?

Do not attempt to deposit this payment! The funds will be returned to the sender if you are unable to verify access to your mobile phone. Instead, please ask the sender to edit the mobile number by clicking Activity and editing the transaction.

 

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What are the different ways I can request money from someone?

You can request money from someone using their:

  • Name and email address: your contact will receive an email with instructions on how to pay the request
  • Name and mobile number: a text message will be sent to the recipient on your behalf with instructions on how to pay the request.

 

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When will I receive the funds I request?

The person you requested money from has to sign up with Popmoney, if not registered already.

Once he/she has signed up successfully and pays against the request, you should receive the payment within three business days. The payment will be deposited into the Eligible Transaction Account you selected when sending the request.

 

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How much does it cost to request money?

The The fee for requesting money is found in the schedule of fees

 

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Do I pay a fee if my request is not paid?

No. A fee will be deducted only if you receive a payment. No fee will be charged if the request is not paid 

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Why do I have limits on my requests?

For your protection, limits have been created on the number and value of requests that can be sent during various time periods. Please click the icon next to the Amounts field to view your available limits.

 

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Do I pay a fee if my request is not paid?

No. A fee will be deducted only if you receive a payment. No fee will be charged if the request is not paid.

 

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Can I cancel a request?

Yes. A request you make to another person to send you money via Popmoney can be cancelled if the request recipient has not yet initiated the payment.

 

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How can the recipient pay?

A recipient can pay a request with any Eligible Transaction Account. Please visit the Terms of Use for more information on Eligible Transaction Accounts.

 

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How long does my recipient have to pay?

Any request you send will be valid for 30 days. After 30 days, the recipient will no longer see the request and will not be able to make a payment against it.

 

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Why do you need my email address?

We use your email address to send you messages that are relevant to your Popmoney service activity. For example, you may receive a message when you successfully sign up for Popmoney, change your password or address or if there is a problem processing a payment.

 

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Why do I need to verify my email address and phone number?

Verification of your email address and phone number is required for security reasons. Entering the correct verification codes ensures that you have access to the email address and phone number provided. You may also be asked to verify your phone number in the future in order to send and receive payments.

 

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Can't find what you are looking for?


Bill Pay and eBills

Questions And Answers

How do I enroll in bill pay?

You can enroll in bill pay when you register for Online Banking or at anytime thereafter.  If already registered, log in , click on the Bill Pay link and follow the on-screen instructions.

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What can I do in bill pay?

You can schedule one-time, future-dated and recurring bills within the bill pay feature.  You can enroll in e-Bills, cancel or modify payments, view payment history and create custom reports.  You  also can arrange for email alerts for bill arrivals, due dates, upcoming payments and reminders when a bill is due.

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What is an e-Bill?

An e-Bill is an electronic version of the bills you receive in the mail today.  Most payees provide the option to choose e-Bills.  You’ll see this option when you add a payee to bill pay.

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Can I create reports within bill pay?

Yes, when in the Bill Pay section of Online Banking, you will see a link to create reports.

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Can't find what you are looking for?


Security

Questions And Answers

I'm hesitant about banking online. Can other people see my account information?

Your account information is just as secure as it is at your physical brick and mortar bank. We've taken every step possible to be sure our system meets the latest security standards, including using the latest security encryption methods and software.

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How is Online Banking secure?

Online Banking uses the latest security encryption techniques as one layer of security on your accounts.  We also employ enhanced login security technology to identify you as the true "owner" of your accounts by recognizing not only your user name and password, but your computer as well. If we don't recognize your computer – for example, you've logged in from a public computer or one you haven't used before – we'll ask you for more information.  This may consist of a challenge question, a one-time passcode or a token code. 

But, the security of your accounts in Online Banking also requires measures from you.  Learn more about online protection and steps you can take to ensure your sessions are secure.

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I keep hearing a lot about encryption. What exactly is it, and why does it make everything more secure?

Encryption is basically a way to rewrite something in a code which can then be decoded later with the right key. The encryption we use employs a mathematical process for the key which is made up of a certain number of bits (hence, 128-bit encryption). The higher the number of bits, the better the encryption. While using our Online Banking System, all communication from you to the system and from the system to you is encrypted using a maximum of 128 bits. In other words, when you send information to the system, your browser encrypts it using a 128-bit key, then sends it to the system. The system then decodes the information you sent it using the key (which is predetermined when your Online Banking session is started) and processes it.

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I understand Trusteer Rapport is available as an added layer of security. What is Trusteer Rapport?

Trusteer Rapport is a security software solution that helps protect your online accounts by providing an additional layer of security to any anti-virus or security software you already use.  By protecting your Internet connection, Trusteer Rapport creates a tunnel for safe communication and to help block malicious attempts to access your accounts.  Learn more with our FAQs or view the video.  Or, Get Trusteer Rapport Now for Online Banking or for Cash Management Online.

To recap: 3 Reasons you should use Trusteer Rapport include

  • Provides an additional layer security
  • Takes only a few minutes to download and install
  • It's a free service Cardinal provides

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Can't find what you are looking for?


Other Features

Questions And Answers

Can I change my User ID and Password?

Yes.  You can change both of these in the User Options area.

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Can I nickname accounts?

Yes.  You can nickname your accounts in the User Options section of Online Banking.

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Can I change my email address?

Yes.  You can change your email address at any time in the User Options area.  We strongly suggest that you keep your email address current as that may be the primary way we communicate with you about changes in Online Banking and how we send you alerts.  You also may want to ensure that our emails do not get caught in your spam filter.

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What if I need help, can a customer service rep help me?

Yes.  We have a few options if you need assistance.  One is co-browse support.  Co-Browse Support gives you the option to share your browser window with a customer service representative in order to assist you with common Online Banking tasks – all within a secure environment  You’ll see a link for Co-Browse support in the upper right-hand corner of Online Banking.  Our representatives are also available at 703.584.3400 or 1.800.473.3247.

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Can I send secure messages to the Bank?

Yes.  When logged in to Online Banking, navigate to the Secure Messaging & FAQs section.

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