FAQs for Online Banking Update Completed October 27
On Tuesday, October 27, we completed an Online and Mobile Banking update. Your service now includes some great new features:
- Transaction Alerts
- Check numbers included on charge backs
- Closed accounts stay on services for 60 days, allowing clients to retrieve their final e-statements
- Recurring transfers can be deleted
- Zero-balance accounts are visible
- Enhanced balance information to aid clients in determining what is presently available
- Stop payments for checks or a range of checks (for consumer and business clients, fee applies)
- Ability to exit from the Help menu
- Ability to print
Because clients use so many different devices to access online and mobile banking, we have uncovered a few issues you may encounter based on how you access your service. We apologize for any inconvenience this may cause. Please read these Frequently Asked Questions for troubleshooting tips:
Q: Why am I being prompted to view and agree to the Online Banking Agreement?
A: Our Online Banking Agreement has been updated and requires acknowledgement for you to continue using your Online and Mobile Banking service.
Q: When I try to update my CCBMobile app it crashes at the Online Banking Agreement screen. Why?
A: It appears only clients who updated their mobile apps before being presented with the Online Banking Agreement are experiencing this issue. Clients who logged in before updating their mobile apps and accepted the Agreement have been able to continue into their services without issue. If you have experienced this, log in to Online Banking at www.ccbg.com via your Safari or Chrome mobile web browser until this can be resolved with an app update.
Q: Why isn’t the mobile app working on my new iPhone 6s and 6s Plus?
A: The recently released (September) iPhone 6s and 6s Plus is not compatible with our Mobile Banking software. We are working to resolve this issue with an app update. In the meantime, log in to Online Banking at www.ccbg.com via Safari or another mobile web browser.
Q: Why isn’t Touch ID on my iPhone 5s, 6 or 6 Plus working with the new CCBMobile app?
A: Although this is not happening consistently, you may need to uninstall and reinstall the app. Go to Settings > Security Preferences and Touch ID. If ‘On’ is selected and Touch ID is not working, then uninstall the app. If ‘Off’ is selected, select ‘On’ and you will be prompted to enter your Username and password, followed by a fingerprint read.
Q: Why isn’t the Four Digit Passcode working?
A: The Four Digit Passcode in Settings > Security Preferences is not available with this upgrade for iOS devices or Android devices. We are aware of this issue and are working on a resolution.
Be assured we are working quickly to resolve these issues to continue to provide convenient access to your accounts through Online and Mobile Banking. If you experience anything not address in these FAQs, please contact our Client Service Center.