Frequently Asked Questions

Frequently Asked Questions

Online Banking

Frequently Asked Questions

Q. What kind of browser do I need to have?
A. CVNetCenter™ supports Netscape Navigator 4.75 and higher, and Microsoft Internet Explorer 6.0 and higher. AOL and other browsers need to verify that your version supports SSL encryption. For added security, we recommend that you download the latest browser version, which supports 128-bit encryption. AOL users can download the most current version from your AOL access page.

Q. How do I know if my browser utilizes 128-bit encryption?
A. You will need to check your security preferences within your browser software. Each browser is different. For Internet Explorer, you must be on a secured site to check the encryption. The settings are typically found under the File Preference option on your toolbar. For Netscape Navigator, select Options from your toolbar and then Security Preferences. Next, click the Configure button next to SSL v2 and SSL v3. For Netscape Communicator, select the Security Icon and then click on Navigator. Next, click the Configure SSL v2 and SSL v3. You may also select the "Test Browser" button on the CVNetCenter™ sign on page.

Q. Must I have "Cookies" enabled to use CVNetCenter™?
A. Yes, your browser must accept "Cookies" to utilize this service. Each browser version handles "Cookies" uniquely. Please check with your browser software manufacturer to determine how to verify that your settings will accept "Cookies". Most browsers default to accept "Cookies".

Q. What happens if I don't log off of the system?
A. Online Banking has a 10 minute time-out feature. If you are logged in for 10 consecutive minutes without using Online Banking, you will have to log in again to resume banking.

Q. What happens if I forget my CVNetCenter™ PIN?
A. You are allowed 3 attempts to enter your PIN. If unsuccessful after the 3rd attempt, you will be locked out of CVNetCenter™. Access may be regained by calling the CVNetCenter™ during their regular business hours at 1-800-999-3126.

Q. Should I change my Password occasionally?
A. Yes. We use a high authentication routine and we recommend changing your Password every thirty (30) to forty-five (45) days. We may require you to change your Password at least every one hundred and eighty (180) days. We strongly discourage you from selecting passwords of information that may be widely available concerning your identity.

Q. When viewing my current transactions, why do I see electronic transactions and Online Banking transfers duplicated?
A. You may see the electronic transactions, which include Online Banking transfers, twice during our end of day processing. End of day processing is required for your transactions to be updated. This process begins each banking evening and lasts several hours. The duplicate transactions will disappear at the end of the processing day.

Q. How much account transaction history will I be able to view?
A. Generally, the current statement cycle and the previous statement cycle.

Q. How much does Online Banking for consumers cost and when will I be charged for the service?
A. Online Banking and BillPay are free.

Q. How do I add or delete accounts to my existing Online Banking relationship?
A. By using the CVNetCenter™ Application and Agreement or by contacting the CVNetCenter™ at 1-800-999-3126, via e-mail at or by visiting any branch office. Please mail the completed form to us at: CVNetCenter™, P.O. Box 709, London, KY, 40743-0709 or drop it off at any branch office.

Q. How do I add the optional BillPay service if I did not select it when I applied for Online Banking?
A. By using the Online Banking Application and Agreement, or by contacting the CVNetCenter™ at 1-800-999-3126, via e-mail at, or by visiting any branch office. Please mail the completed form to us at CVNetCenter™, POB 709, London, KY, 40743-0709 or drop it off at any branch office.



Frequently Asked Questions

Q. What happens if I have a scheduled payment that falls over a weekend or holiday?
A. If a SCHEDULED payment falls on a holiday or weekend, it will be paid on the Friday BEFORE the weekend, or the last working day BEFORE the holiday.

Q. Can I use Online BillPay if I live outside the U.S.?
A. Yes, as long as you have a bank account in the United States.  However, you cannot pay bills to payees located outside the United States.

Q. Can I get a copy of a cancelled check?
A. Yes.  You will need to contact the bank for this information.

Q. How long is history retained in the View Payment History section?
A. Payment history for active and deleted payees is retained and viewable 19 months.

Q. How far in advance should I set up a payment to ensure it is paid on time?
A. For an ELECTRONIC PAYMENT, allow 3 business days from when the payment is submitted.
For a CHECK payment, the check will be in the mail on the same day the payment is submitted if it is submitted before the 2 a.m. processing.  If the check payment is entered before 12:00 Noon CST, the check will be mailed the following morning.  Allow 5 to 7 business days for a check payment.

Please note that we have no control over the U.S. Postal Service.

Q. Are there minimum and maximum payment amounts?
A. Electronic payments are validated against the available account balance prior to processing, and check payments settle against your account like any other check, therefore, there is no dollar limitation on payments made through PowerPay.  You are limited only by the amount of funds in your account.

Q. Can I have multiple payments to the same payee on the same day?
A. At this time, there is nothing that checks for multiple payments for the same amounts going to the same vendor on the same day.

Q. Can I stop a payment?
A. Only check payments can be stopped after the check is printed and mailed, payment history will show the check number for that payment. The stop payment would be added in the same manner as for a regular check written out of your checkbook.

Q. Whom can I pay through Online BillPay?
A. You can pay ANYONE in the United States from the next-door neighbor, to the utility company, to the bank, and even a child in college across the country.

Q. What do the status fields indicate on the Payment History Page?
A. Processed - The payment has been processed and sent.
Rejected NSF-The payment that you have tried sending has rejected due to Non-sufficient funds.
NSF payments will keep trying until one of the following happens: the funds become available; if it's a recurring payment and it expires, or if you delete the payment.  
Communication Failure-There was an error due to communication problems. The payment will try again during the next processing run.

Vendor Refund - Payment rejected at the electronic vendor.

Q. How many payees may I have set up?
A. There is no limit to the amount of payees you can set up through the Internet.

Q. Can I edit Payee addresses?
A. No.  Once an address is entered it stays with that payee.  If you need to change an address it will be necessary to recreate the payee using the new address.

Q. How do I know if a payee is electronic or check?
A. Once you have set up the payee, then you can look at the PAYEE LIST screen and you will see a field that will tell you if the payee is electronic or check.

Q. What payment frequencies are available?
You can set up payments in any of the following frequencies:

Q. When can you edit the dollar amount on a scheduled recurring payment?
A. You may edit the dollar amount the next business day after the scheduled payment date.

Q. Can I postdate recurring payments?
A. If a monthly recurring payment is set up to be paid on the 15th and the current date is November 12th, a payment will be scheduled for the month of November and set up to occur the 15th of every month until the end date is reached. However, if the payment is set up to be paid on the 15th and the current date is November 16th, the first payment will occur on December 15th.

Q. Can I postdate a single payment?
A. Yes. Just set the payment date for a valid future date.

Q. Will the memo field I fill out when setting up a payment be passed on to the payee?
A. Yes, your memo will appear on paper check bill payments. The memo field is 40 characters long. Any amount over 40 characters will be cut off.  Memo field information will not appear on electronic payments.

Q. Are there any merchants that I cannot pay through the BillPay service?
A. No.  Any merchant that is on electronic payee database can go electronically.  If a merchant is not on the list you may send the payment as a check.  Make sure that you enter your merchant account number exactly the way it appears on your bill. If you choose a merchant on the electronic database that requires an address match, choose the correct remittance address listed on your bill.

Q. When will the money be taken out of my account?
A. For an ELECTRONIC PAYMENT, funds are debited the same day that the payment is sent, providing it is sent by 12:00 Noon CST.  Electronic payments submitted after 12:00 Noon CST are debited the next day during bill pay processing.
CHECK payment funds are debited from the account when the check clears your account at the bank.

Q. What if I do not have enough money in my account?
A. CHECK payments are handled in the same manner as a check written out of your checkbook against an insufficient balance.
ELECTRONIC payments are verified for funds availability during processing.  If the funds are available, the account that you selected for the payment will be debited and the information sent on to the electronic vendor for processing.  If the funds are not available, the payment will not be processed and you will receive a message to inform you that the payment could not be sent due to insufficient funds.  Each day the payment will be resubmitted for you until either you delete the payment or the funds are in the account to make the payment.

Q. How late in the day can I enter, edit, or delete a payment?
A. You may add, edit, or delete a payment up to 2:00 AM CST on the day the payment is scheduled to be sent. If a same day payment is submitted between 2:00 AM CST and Noon CST it may be edited up until Noon CST.

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