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Online Banking: Login to your account

Frequently Asked Questions.

Please see below for FAQs on Funds Transfer and PopMoney


  • Online Banking Funds Transfer

    Funds Transfer is a service that allows you to transfer money externally between your accounts at Community Trust Bank and other financial institutions. You will be able to move funds between your consumer checking, savings, or investment accounts at different institutions, including investment firms. The product supports more than 23,000 banks and credit unions and 85% of brokerage houses. Transfers can be initiated immediately, scheduled for a future date, or recurring.

  • How would I use Funds Transfer?

    You can use this service to electronically transfer money into or out of your Community Trust Bank accounts. This service is designed to assist you in conveniently moving money between your accounts at various financial institutions without having to stop in a branch or write yourself a check.

  • How does Funds Transfer work?

    Community Trust Bank processes Electronic Transfer Funds via the Automated Clearing House (ACH) secure network. This is the same network used by the Federal Reserve to clear checks between financial institutions. Community Trust Bank submits a request to the ACH network to transfer funds between the accounts you've specified. ACH then uses its secure channels to complete the transaction. This procedure is very similar to the process employers use to make payroll direct deposits.

  • What accounts types are eligible for the Funds Transfer service?

    At this time, you can add the following accounts to your Transfer Funds Portfolio:

    • Consumer checking, savings, money market checking or money market savings accounts held at any commercial bank or credit union nationwide that is able to accept ACH transfers.
    • Investment accounts held at any of the affiliated online brokerage firms are also eligible. Currently you have accessibility to most of the nation's largest brokerage companies, and we will be adding several major brokerages in the near future.

    Please note that the accounts held at Community Trust Bank will be auto enabled for this service. All your other external accounts will be required to complete our simple account ownership verification process.

  • What accounts types are not eligible for the Funds Transfer service?

    The following accounts are not eligible for the Community Trust Bank Funds Transfer Service:

    • Individual Retirement Accounts (IRAs)
    • Custodial and/or Trust Accounts
    • Business Accounts for which more than one person has check-writing privileges
    • Certificate of Deposits (CDs) or other time-based accounts
    • Loan Accounts (including credit card and equity accounts)

    You may have other accounts that are ineligible for this service due to restrictions specific to your financial institution(s). If in doubt, please contact your institutions to ensure that your accounts are eligible for Funds Transfer service.

  • How do I sign up for Funds Transfer?

    Funds Transfer is available to customers through the CTB Online Banking account access. Just sign in to your CTB Online Banking login and go to the "Account Transfers" tab. Once there, click on the External Transfers link.

    If you are not currently enrolled for CTB Online Banking, please visit www.ctbonline.com and click on the Enroll in "Online Banking" link, at the bottom of the white Online Banking: Login to your Account box, on the right side of the screen.

    If you are already enrolled for CTB Online Banking, sign onto your CTB Online Banking login, go to the "Account Transfers" tab, and then click on the External Transfers link. Then select "Transfer Between My Accounts".

    Follow the 3-step sign up process:

    • Step 1 Funds Transfer Agreement - Accept the CTB Online Banking Funds Transfer Terms of Service. Then click "Sign up now!"
    • Step 2 Contact Information - Your Name, Date of Birth and Home Telephone are required as part of the sign up process. Enter the requested information and click Submit.
    • Step 3 Add External Accounts - Go to the "Manage Accounts" tab to add external accounts.

    Before transferring funds, you will be required to validate your email address. This is to ensure that you will receive your email confirmations and notifications. We will send verification codes to your email address. Please check your email for these codes and enter them in the box shown on-screen to complete the sign up process.

    Once you've completed the steps above, you will receive a confirmation message indicating that you have successfully signed up for Funds Transfer. Click "Transfer Funds" to start using the service.

  • What are the fees associated with the service?

    For a limited time, Standard (3-5 Business Day) Transactions are free and Next-Day Transactions are $6 each.

  • Why do I have limits on my payments?

    For your protection, limits have been created on how much money can transferred during various time periods. Please see the chart below or click the "Learn more about limits" link next to the Amount field to view your available limits.

    Type of Service Maximum Transaction Limits
    Funds Transfer
    Standard (3-5 business days)
    Daily Limit: $5,000
    Monthly Limit: $10,000
    Funds Transfer
    Next-Day (Next business day)
    Daily Limit: $2,000
    Monthly Limit: $5,000
  • What is the cut-off time to submit a transaction?

    The cut-off time for submitting a Standard (3-5 business days) Transaction is 6:00 PM Central Standard Time on regular Business Days. All transactions submitted after 6:00 PM CST, Mondays through Fridays or on weekends or bank holidays will be processed the next Business Day.

  • Why do I need to verify my email address?

    Verification of your email address is required for security reasons. Entering the correct verification code ensures that you have access to your email.

  • Why do I have to verify my external accounts?

    We do everything possible to protect your security and maintain the integrity of the payments network. The account verification procedures are double-check safeguards that help us make sure nobody sets up your accounts but you.

  • What is the Trial Deposit verification method and how can my external accounts be verified using this method?

    You will have the option to validate all of your external accounts using the trial deposit method. If you have selected the Trial Deposit method, or it was the only validation method available for the particular account you are adding, below is a description of the process:

    • We will make 2 small deposits using our funds and 1 withdrawal for an amount equal to the 2 deposits to your external account. The deposits will be made within 2-3 business days.
    • After 2 or 3 days, check with your external institution either online or by other method to identify the amounts of the deposits. The deposits will show in your account history as TRIALCREDT and the withdrawal will show as TRIALDEBIT.
    • After obtaining the deposit amounts, return to the Funds Transfer service. On the Overview tab, there will be a list of accounts awaiting validation completion. Click on the "verify" link and you will be prompted to enter the deposit amounts made to your account. Note: You will have 2 attempts to enter the deposit amounts correctly.

    Once you successfully enter the correct deposit amounts, your account will be immediately available to conduct transfers.

  • Can I make changes to my account portfolio after the initial set-up?

    Your Community Trust Bank eligible accounts are added to the transfer service automatically and may not be edited or removed. You may add or remove external accounts at any time. Note: As a security precaution, there is a limit to the total number of external accounts that can be added to the service at a given time.

  • Can I use this service to transfer money between accounts at the same financial institution?

    No, when using this service to transfer money, one of your Community Trust Bank accounts must either be the To or the From account. Community Trust Bank accounts cannot be both the To and the From account, nor can two external accounts be the To and the From accounts for a given transaction.

  • When are transactions processed and when will the funds be available?

    Transactions are processed on the date you specify up to a year in advance. Transactions will take approximately 3 business days to process. If a transaction is scheduled to process on a weekend or holiday, it will be processed the previous Business Day.

    Below is an expected delivery schedule based on the day of the week your request is initiated, actual settlement may vary depending on the processing procedures and funds availability schedule of the receiving financial institution:

    Standard Delivery (3 Business Days)

    Requested by cutoff time on: Destination account credited before start-of-business on:*
    Monday Thursday
    Tuesday Friday
    Wednesday Monday
    Thursday Tuesday
    Friday Wednesday
    Saturday Wednesday
    Sunday Wednesday
    * Based on the receiving bank's Availability of Funds scheduled.

    If you have access to Next-Day transfers, below is an expected delivery schedule based on the day of the week your request is initiated, actual settlement may vary depending on the processing procedures and funds availability schedule of the receiving financial institution:

    Next-Day Delivery (1 Business Day)

    Requested by cutoff time on: Destination account credited on:*
    Monday Tuesday
    Tuesday Wednesday
    Wednesday Thursday
    Thursday Friday
    Friday Monday
    Saturday - Not Available  
    Sunday - Not Available  
    * Based on the receiving bank's Availability of Funds scheduled.
  • Can I cancel or edit a payment?

    Transfers can be canceled or edited prior to their initiation while they are in a Pending status. Once a transfer has been initiated, it will change to a status of In-Process and will no longer be subject to cancellation or editing.

    If you have scheduled a:

    • Immediate Transfer, we will initiate that transaction as soon as possible, so you may have a short window to cancel or edit an immediate transfer request. To do so, navigate to the Overview tab. You will see a list of your most recent activity. If your immediate transfer has not yet been initiated, it will be in a Pending status and therefore can be canceled or edited. If the transaction is in a Pending status, click on the Cancel or Edit button associated with the transfer. If the transfer is in a status of In-Process, then we have released the transfer to the ACH system and it cannot be canceled or edited.
    • Scheduled Transfer for a future date, you can cancel or edit the transaction by navigating to the History tab and selecting the Future Transactions navigation option. Locate the transaction that you would like to cancel or edit in the transaction list. Click on the Cancel or Edit button associated with the transfer you would like to cancel or edit.
    • Recurring Transfer, you may cancel or edit the next transfer in the model or you can cancel the entire Recurring Plan
      • To cancel or edit the next transfer within a Recurring Plan, navigate to the History tab and select the Future Transactions navigation option. Locate the transfer you would like to cancel or edit and click on its corresponding Cancel or Edit button. Be aware, you will only have the option to cancel or edit the next transfer that is scheduled to execute within the Recurring Plan.
      • To cancel all remaining transfers within a Recurring Plan, navigate to the History tab and select the Recurring Plans navigation option. Find the desired Recurring Plan in the list and click its corresponding Cancel button.
  • Can I send money internationally?

    No, this facility is still not available due to international legislation that varies across the nations. We regret the inconvenience.


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  •  

    PopMoney

    PopMoney is a person-to-person payments service that allows you to send secure electronic payments to anyone no matter where they bank (within the US). You can send money directly from your account here at Community Trust Bank to anyone using their email address, mobile phone number or bank account information from within Online Banking. You can also receive money from others directly into your bank account.

  • How would I use PopMoney?

    PopMoney is a convenient way for you to send money to anyone you know with just their email address, mobile phone number or bank account information.

    Use PopMoney to:

    • Send money to your college student or grandkids
    • Send a gift to your family and friends
    • Pay your babysitter or lawn care service
    • Pay rent to your landlord or roommates
    • Pay for your part of a camping trip or week at the beach
  • How does PopMoney work?

    Sending Money
    To send money to anyone in the US, sign in to your CTB Online Banking login and go to the "Account Transfers" tab. Once there, click on the External Transfers link. Select Pay Other People.

    You can send payments to anyone by just entering their email address, mobile phone number or bank account information. Just enter the recipient's information, compose a short message to the recipient, provide the payment amount and select a payment date and you're done! You will be notified by email once the transaction is complete.

    Receiving Money
    Recipients will receive an email or SMS message informing them that someone sent them money, with instructions on how to deposit their money.

    If the recipient is a CTB Online Banking customer, they can deposit the payment via their CTB Online Banking account access. Once they have enrolled for Online Banking or if the recipient is already an Online Banking user, they can click on the "Account Transfer" tab to access the PopMoney feature. Once they are signed up to use PopMoney, any payments that have already been sent to them will be listed under the "Incoming Payments & Alerts" tab. They can then select the account where they wish to deposit the funds. They can also choose the account they wish to automatically deposit future payments.

    If the recipient is not a Community Trust Bank customer, but their bank also offers PopMoney, they can deposit the payment via their online banking application. If their bank does not offer PopMoney, they can deposit the payment into their bank account by using the PopMoney.com website. They can visit www.PopMoney.com where they will be prompted to provide their mobile phone number or email address and their bank account information for the funds to be deposited.

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

    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.

  • How do I sign up for PopMoney?

    PopMoney is available to customers through the CTB Online Banking account access. Just sign in to your CTB Online Banking login and go to the "Account Transfers" tab. Once there, click on the External Transfers link.

    If you are not currently enrolled for CTB Online Banking, please visit www.ctbonline.com and click on the Enroll in "Online Banking" link, at the bottom of the white Online Banking: Login to your Account box, on the right side of the screen.

    If you are already enrolled for CTB Online Banking, sign onto your CTB Online Banking login, go to the "Account Transfers" tab, and then click on the External Transfers link. Then select "Pay Other People".

    Follow the 3-step sign up process:

    • Step 1 PopMoney Agreement - Accept the CTB Online Banking PopMoney disclosure.
    • Step 2 Contact Information - Your email address and mobile phone number are required as part of the sign up process. You will need to verify the email address we have on file is correct. If it is incorrect, please click the "Email Address" link within the "User Options" tab to update your email address. After confirming your email address, return to the "Account Transfers - External Transfers - Pay Other People" link and you will also be asked to provide a mobile phone number as part of the sign up process.
    • Step 3 Email/Mobile Phone Validation - We will send verification codes to your email address and mobile phone. Please check your email and your mobile phone for these codes and enter them in the boxes shown on-screen to complete the sign up process.

    Once you've completed the steps above, you will receive a confirmation message indicating that you have successfully signed up for PopMoney. Click "Continue to PopMoney" to start using the service.

  • What are the fees associated with the service?

    For a limited time, Standard (3-5 Business Day) Transactions are free and Next-Day Transactions are $6 each.

  • 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. Please see the chart below or click the small ? icon next to the Amounts field to view your available limits.

    Type of Service Maximum Transaction Limits
    PopMoney
    Standard (3-5 business days)
    Daily Limit: $5,000
    Monthly Limit: $10,000
    PopMoney
    Next-Day (Next business day)
    Daily Limit: $2,000
    Monthly Limit: $5,000
  • What is the cut-off time to submit a transaction?

    The cut-off time for submitting a Standard (3-5 business days) Transaction is 6:00 PM Central Standard Time on regular Business Days. All transactions submitted after 6:00 PM CST, Mondays through Fridays or on weekends or bank holidays will be processed the next Business Day.

  • 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.

  • 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.

  • When will the recipient receive the funds?

    It depends on the delivery speed you selected to send the payment.

    Standard Delivery - 3 business days
    Your contact will receive the money in 3 business days if you're sending money to someone who has used PopMoney and turned on Automatic Deposit or if you have provided your contact's bank account information.

    If you are sending the payment via email or mobile, your contact must provide his/her bank account information; s/he will receive the funds within 3 business days.

    Express Delivery - Next business day
    Your contact will receive the money the next business day if you're sending money to someone who has used PopMoney and turned on Automatic Deposit or if you have provided your contact's bank account information.

    If you are sending the payment via email or mobile, your contact must provide his/her bank account information by 12 PM Central Standard Time in order to receive the funds the next business day.

  • What is Standard Delivery?
    Payment Sent To Standard Delivery Description
    Bank Account The payment will be sent to your contact's bank account within 3 business days.
    Email Address or Mobile Number The recipient will be notified of the payment on the send date.

    a. Contacts with Automatic Deposit enabled will see the payment in their bank account within 3 business days.

    b. 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.
  • What is Express Delivery?
    Payment Sent To Express Delivery Description
    Bank Account The payment will be sent to your contact's bank account the next business day.
    Email Address or Mobile Number The recipient will be notified of the payment on the send date.

    c. Contacts with Automatic Deposit enabled will see the payment in their bank account the next business day.

    d. 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.
  • When are PopMoney transactions processed?

    Transactions are processed on the date you specify up to a year in advance. Transactions will take approximately 3 business days to process. If a transaction is scheduled to process on a weekend or holiday, it will be processed the previous Business Day.

  • Can I cancel a payment?

    Yes, you may cancel a payment anytime before or on the send date. Your contact will be notified if you cancel a payment after a payment notification has been sent.

  • 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.

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

    A personal message gives the contact the confidence that s/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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