Security Alerts

What if a transaction is suspicious, do I reply to the alert?

The alert message will have a number to call. The alert service is one way, so youy can't reply to the message.

Can I unsubscribe or change my alert preferences?

Yes. Changes to this service (such as email address, and disabling alerts for certain accounts) can be done using the Online Banking message center, completing a customer request form or by calling Customer Support at +1 345 949 4655. 

Will these alerts replace the calls I receive from Card Security?

No. The alert service will provide additional security and quicker notifications in an effort to minimise fraud. Our Card Security team will still carry out investigations to determine if a transaction is risky. In the event of fraud or suspected fraud, your account may be restricted whilst the issue is investigated. 

Are the Security Alerts free?

Yes, this service is free at this time.

I have a joint account, will the other cardholder see my activity?

Yes, joint account holders that are subscribed to alerts, will see the activity of the additional cardholders on the account.

Will I receive alerts if I’m overseas?

Yes. If you're still using your mobile phone overseas or have provided an email address you can still receive alerts when traveling.

Can alerts be set up for multiple bank accounts attached to a single debit card?

Yes, once accounts are issued in the cardholder's name.

Can alerts be set up for Business Cards?

At this time, the service does not include Business cards.

Can I receive alerts by text and email?

Yes, you may receive alerts by email and/or text message. Alerts are limited to just one mobile number, but multiple email addresses.

What should I do if my mobile number changes?

Please advise us immediately of your new mobile number.

 

What alerts are available?

  • Card Expiration Notification 
  • Credit Account Status 
  • Card Replacement 
  • Transaction Notification 
  • Low balance alert on transaction (Credit Card only)
  • Credit Account Payment Due (Credit Card only)
  • Late Payment (Credit Card Only)

Cards

How do I pay with my contactless card?

It's easy. Simply tap your contactless card on the contactless symbol on the POS terminal. A PIN or signature is not needed if the amount is under $50.

Do I have to PIN my contactless Chip & PIN Card?

If you already have a PIN on your current card, you don't need to re-PIN your chip card. If you don't already have a PIN or have forgotten it, you can set up a new PIN at any Customer Service Centre

What is a Chip Card?

Chip cards are plastic credit or debit cards with the traditional magnetic strip as well as an embedded microchip. The chip holds encrypted information making it more difficuIt for your card information to be fraudulently copied or counterfeited.

What is contactless?

Contactless uses radio signals to provide a wireless connection to a card reader, so that the card doesn't need to be swiped or inserted into the POS terminal to make a payment.

Where can I use my contactless Chip & PIN Card?

Anywhere that VISA, Mastercard, PIus and Cirrus are accepted.

Online Banking User Guide

Login

Here, you’ll learn how to perform your everyday online banking transactions, saving you time and allowing you to control your bank accounts from anywhere.

  • Click the ‘Personal Online Banking’ login button on the Cayman National website.
  • Login Details:
    • If you are an existing user, please enter your existing ‘Username’, ‘Customer ID’ and ‘Password’.
    • If you are a first-time user, please enter your temporary username (received via email) and password (received via SMS).
  • You’ll then be prompted to set a unique preferred username and password, select your three security questions, and provide answers to secure your online profile.

*Please note that you will be provided with one-time passwords (OTPs) via SMS to enter where necessary in order to access your online profile.

Once logged in, you’ll find the dashboard page which provides you with an overview of your portfolio, including your deposit accounts, loans, fixed deposits, and debit and credit cards. You have the ability to change the order of this information to suit your preference. On this page you can also view your available and current balances, and available overdraft. It will also provide you with your most recent login details.

Transfer Between Own Account

To transfer funds between your own Cayman National accounts, follow the steps below:

  • Hover over ‘Transfers/Payments’ on the menu list and select ‘Transfers and Payments’.
  • Select the ‘Transfer Between Own Accounts’ payment type from the dropdown list.
  • Then, from the ‘From Account’ dropdown list, select the account you would like to transfer funds from.
  • Next, from the ‘To Account’ dropdown list, choose the account you would like to transfer funds to, then enter the transfer amount in the ‘Amount’ field
  • Then, you’re presented with the option to make a ‘Single Transfer’ or ‘Repeated Transfer’.
    • Select 'Single Transfer' for a one-time payment and choose the current date or select a future date.
    • Select 'Repeated Transfer' for multiple payments, then choose the start date, the frequency, and the end date of your repeated payments.
  • Enter appropriate ‘Beneficiary Comments’ using no special characters (@, #, $, %, &, *, etc.).
  • Then click the ‘Submit’ button to review the full details of your payment. Once you have verified the information, please click ‘Confirm’ to complete the transaction.
  • You can also download or email a ‘Cyber Receipt’ of the transaction for your records.

Third Party Transfer Within Bank

To transfer funds to other Cayman National accounts, follow the steps below:

  • Hover over ‘Transfers/Payments’ on the menu list and select ‘Transfers and Payments’.
  • Select the ‘Third Party Transfer Within Bank’ payment type from the dropdown list.
  • Then, from the ‘From Account’ dropdown list, select the account you would like to transfer funds from.
  • Next, you have an option to select a predefined beneficiary or manually enter a one-time
  • Then enter the transfer amount and select the currency next to ‘Amount’.
  • Then, you’re presented with the option to make a ‘Single Transfer’ or ‘Repeated Transfer’.
    • Select 'Single Transfer' for a one-time payment and choose the current or select a future date.
    • Select 'Repeated Transfer' for multiple payments, then choose the start date, the frequency, and the end date of your repeated payments.
  • Enter appropriate ‘Beneficiary Comments’ using no special characters (@, #, $, %, &, *, etc.).
  • Then click the ‘Submit’ button to review the full details of your payment. Once you have verified the information, please click ‘Confirm’ to complete the transaction.
  • Please note that you will have an option to save this transaction as a template for future use.
  • You can also download or email a ‘Cyber Receipt’ of the transaction for your records.

Electronic Funds Transfer

To send your funds between Banks within the Cayman Islands securely by using our Electronic Funds Transfer (EFT) feature, follow the steps below:

  • Hover over Transfers/Payments on the menu list and select Transfers and Payments.
  • Select the ‘Electronic Funds Transfer’ payment type from the dropdown list.
  • Then, from the ‘From Account’ dropdown list, select the account you would like to transfer funds from.
  • Next, you have an option to select a predefined beneficiary or manually enter a one-time beneficiary. If manually entering a one-time beneficiary, please select the ‘Beneficiary’s Bank’, enter the ‘Beneficiary’s Account No.’, select the ‘Beneficiary’s Account Type’, and enter the ‘Beneficiary’s Name’.
  • Then enter the transfer amount and select the currency next to ‘Amount’.
  • Then, you’re presented with the option to make a ‘Single Transfer’ or ‘Repeated Transfer’.
    • Select 'Single Transfer' for a one-time payment and choose the current or select a future date.
    • Select 'Repeated Transfer' for multiple payments, then choose the start date, the frequency and the end date of your repeated payments.
  • Enter appropriate ‘Beneficiary Comments’ using no special characters (@, #, $, %, &, *, etc.)
  • Next, click ‘Submit’ to review the full details of your payment.
    • Please note that you may be asked to enter an one-time password (OTP) which is sent to you via SMS; or if you have a registered device, you may be asked to authorise the transaction via a push notification sent to your registered device, in order for you to complete the EFT transaction.
  • Once you have verified the information and entered the OTP, click ‘Confirm’ to complete the transaction or authorize the transaction via your registered device.
  • Please note that you will have an option to save this transaction as a template for future use.
  • You can also download or email a ‘Cyber Receipt’ of the transaction to your chosen recipient.

International Wire Transfer

To send funds to a bank account outside of the Cayman Islands securely with our International Wire Transfer option, follow the steps below:

  • Hover over ‘Transfers/Payments’ on the menu list and select ‘Transfers and Payments’.
  • Select the ‘International Wires Transfer’ payment type from the dropdown list.
  • Then, from the ‘From Account’ dropdown list, select the account you would like to transfer funds from.
  • Next, you have an option to select a predefined beneficiary or manually enter a one-time beneficiary. If manually entering a one-time beneficiary, please enter the ‘Beneficiary’s Account No.’ and ‘Beneficiary’s Name’, enter the ‘Beneficiary’s Address’ in Line 1 and 2, and select the ‘Beneficiary’s Country’.
  • Next select the ‘Beneficiaries Bank Routing Type’. There are six options available, if any of the options other than ‘SWIFT’ are selected, the details must be entered manually. However, if ‘SWIFT’ is selected, you have the option to manually enter the ‘Routing Type’ or use the ‘Advance’ search function to search by ‘Swift Code’, ‘Bank Name’ or ‘Bank Country’.
  • Next, enter the transfer amount and select the currency next to ‘Amount’.
  • Then, next to ‘Single Transfer’ select the current or a future date.
  • Enter appropriate ‘Beneficiary Comments’ using no special characters (@, #, $, %, &, *, etc.)
  • In the ‘Purpose of Payment’ field, please provide a valid reason for this payment.
  • *IMPORTANT: If the wire routing instructions for the beneficiary party's bank, contain an 'Intermediary Bank', it must be included in your payment, using the following steps, otherwise move to the next step:
  •  Click the checkbox next to 'Intermediary Bank'
  • If ‘SWIFT’ is chosen from the dropdown list next to ‘Intermediary Bank Routing Type’ please enter the ‘Intermediary Bank Routing Number’. If any other option is selected, please enter the required details.
  • Next, choose who will incur the charges by selecting ‘Beneficiary’ or ‘Ours’. Selecting ‘Beneficiary’ means that the recipient will incur the charges, selecting ‘Ours’ means that you will incur the charges.
  • Next, click ‘Submit’ to review the full details of your payment.
    • Please note that you may be asked to enter a one-time password (OTP) which is sent to you via SMS; or if you have a registered device, you may be asked to authorise the transaction via a push notification sent to your registered device, in order for you to complete the International Wire Transfer transaction.
  • Once you have verified the information and entered the OTP, click ‘Confirm’ to complete the transaction or authorise the transaction via your registered device.
  • Please note that you will have an option to save this transaction as a template for future use.

Bill Payment

To pay your bills online, follow the steps below:

  • Hover over Transfers/Payments on the menu list and select ‘Transfers and Payments’.
  • Select the ‘Bill Payment’ payment type from the dropdown list.
  • Then, next to ‘Account/Credit Card’ select an account or credit card that you would like to use to pay this bill.
  • Next, you select the ‘Biller’ from the dropdown list or search for the biller’s name using the search option.
  • Once the ‘Biller’ is selected, enter the amount you would like to pay next to ‘Amount’.
  • Then, you’re presented with the option to make a ‘Single Transfer’ or ‘Repeated Transfer’.
    • Select 'Single Transfer' for a one-time payment and choose the current or select a future date.
    • Select 'Repeated Transfer' for multiple payments, then choose the start date, the frequency, and the end date of your repeated payments.
  • In the ‘Consumer Account Number’ field, enter the description that the ‘Biller’ can indicate what the payment is for such as invoice number, or name, or other details specific to your payment.
  • Next, click ‘Submit’ to review the full details of your payment.
    • Please note that you may be asked to enter a one-time password (OTP) which is sent to you via SMS; or if you have a registered device, you may be asked to authorise the transaction via a push notification sent to your registered device, in order for you to complete the Bill Payment transaction.
  • Once you have verified the information and entered the OTP, click ‘Confirm’ to complete the transaction or authorise the transaction via your registered device.
  • Please note that you will have an option to save this transaction as a template for future use.

Own Credit Card Payment

To complete an Own Credit Card Payment online, follow the steps below:

  • Hover over ‘Transfers/Payments’ on the menu list and select ‘Own Credit Card Payment’
  • Then, from the ‘From Account’ dropdown list, select the account you would like to make the payment from.
  • Next, from the ‘Credit Card’ dropdown list, select the credit card which you would like to make the payment to.
  • Once selected, you can enter the amount you would like to pay manually or you can choose from the three options: ‘Minimum’, ‘Latest Statement’, and ‘Outstanding’ to have the amount autopopulated on the amount field. Choose ‘Minimum’ to make the minimum payment on the statement. Choose ‘Latest Statement’ to pay the amount of the latest statement. Choose ‘Outstanding’ to pay the full outstanding balance due on the credit card.
  • Then click the ‘Submit’ button to review the full details of your payment. Once you have verified the information, please click ‘Confirm’ to complete the transaction.
  • You will have the option to download or email a Cyber Receipt of the transaction to your chosen recipient.

Third Party Credit Card Payment

To complete a Third Party Credit Card Payment online, follow the steps below:

  • Hover over ‘Transfers/Payments’ on the menu list and select ‘Third Party Credit Card Payment’.
  • Then, from the ‘From Account’ dropdown list, select the account you would like to make the payment from.
  • Next, enter the ‘Beneficiary’s Credit Card’ number which you would like to make the payment to.
  • Then enter the amount that you would like to pay to the credit card next to ‘Amount’.
  • Next, click ‘Submit’ to review the full details of your payment.
    • Please note that you may be asked to enter a one-time password (OTP) which is sent to you via SMS; or if you have a registered device, you may be asked to authorise the transaction via a push notification sent to your registered device, in order for you to complete the Third Party Credit Card transaction.
  • Once you have verified the information and entered the OTP, click ‘Confirm’ to complete the transaction or authorise the transaction via your registered device.
  • You will have the option to download or email a Cyber Receipt of the transaction to your chosen recipient.

Cash Advance – Credit Card

To complete a Cash Advance from your credit card online, follow the steps below:

  • Hover over ‘Transfers/Payments’ on the menu list and select ‘Cash Advance’.
  • Then, from the ‘Credit Card’ dropdown list, select the credit card that you would like to make the cash advance from.
  • Next, select the account which you would like to credit.
  • Then, enter the USD amount for the cash advance. Please note that you can request a cash advance up to the available amount on the credit card.
  • Next, click ‘Submit’ to review the full details of your payment.
    • Please note that you may be asked to enter a one-time password (OTP) which is sent to you via SMS; or if you have a registered device, you may be asked to authorise the transaction via a push notification sent to your registered device, for you to complete the Cash Advance transaction.
  • Once you have verified the information and entered the OTP, click ‘Confirm’ to complete the transaction or authorise the transaction via your registered device.
  • You will have the option to download or email a Cyber Receipt of the transaction to your chosen recipient.

Create Fixed Deposit

To create a Fixed Deposit online, follow the steps below:

  • Hover over ‘Investments’ on the menu list and select ‘Create Fixed Deposit’.
  • Select the account that you would like to debit funds from for the fixed deposit.
  • From the dropdown list next to ‘Term’, select the term that you would like the fixed deposit to mature at.
    • You will be presented with the terms that the Bank has on offer for you.
  • Once you have agreed on the term, enter the amount which you would like to use to create the Fixed Deposit.
    • Please note the minimum amount is dependent on the term selected.
  • Next, select your preference for actions ‘At Maturity’ by choosing an option from the dropdown list. The options presented are:
    • ‘Roll Over Principal and Interest’
    • ‘Repay Interest Only’
    • ‘Repay Principal and Interest’
  • Next, click ‘Submit’ in order to review the full details of your transaction.
    • Please note that you may be asked to enter a one-time password (OTP) which is sent to you via SMS; or if you have a registered device, you may be asked to authorise the transaction via a push notification sent to your registered device, for you to complete the creation of the Fixed Deposit.
  • Once you have verified the information and entered the OTP, click ‘Confirm’ to complete the transaction or authorize the transaction via your registered device.
  • You will have the option to download or email a ‘Cyber Receipt’ of the transaction to your chosen recipient.
  • Please note that if you would like to view your Fixed Deposit in your online portfolio, please submit a request to the Bank via a secure message in online banking.

Manage Templates

Manage your templates to make recurring transactions easier for you to complete. To Manage Templates, follow the steps below:

  • Hover over ‘Self Management’ and click on ‘Manage Templates’ to view all the options that you can create templates for. This includes the ability to edit an existing template or create new templates for: ‘Transfer Between Own Accounts’, ‘Third Party Transfer Within Bank’, and various other transactions.
  • Fill in the information required by transaction type selected. Once completed, you are able to name the template for ease of reference for your recurring payments or for use at later date.
    • Please note that you may be asked to enter a one-time password (OTP) which is sent to you via SMS; or if you have a registered device, you may be asked to authorise the transaction via a push notification sent to your registered device, in order for you to complete the template setup.
  • You can view these templates when completing a transaction by clicking ‘Choose Template’ next to ‘Select Payment Type’, then search and select the template you would like to use.

Manage Beneficiaries

Reduce time to send recurring payments by managing your beneficiaries. To manage beneficiaries, follow the steps below:

  • Hover over ‘Self Management’ and click on ‘Manage Beneficiaries’ to view all of the options that you can create beneficiaries for. This includes the ability to edit existing beneficiaries or create new beneficiaries for various transactions.
  • Fill in the information required by transaction type selected. Once completed, you can name the beneficiary for ease of reference for your recurring payments or for use at later date.
    • Please note that you may be asked to enter a one-time password (OTP) which is sent to you via SMS; or if you have a registered device, you may be asked to authorise the transaction via a push notification sent to your registered device for you to complete the beneficiary setup.
  • You can view these beneficiaries when completing a transaction by clicking ‘Select Beneficiary’ then search and select the beneficiary you wish to use.

Manage Devices

To use the Manage Device feature, you will need to have a device registered. This may be an Android or iOS device. To manage your device, follow the steps below:

  • Login using your device (mobile phone or tablet), then click on your ‘User’ profile button.
  • Then click on ‘Manage my Devices’ where you’ll be given the option to ‘Register current device’.
  • Once clicked, you’ll be presented with feature enhancement information. Ensure that ‘Push Notification’ and ‘Authorisation Transaction’ are selected. Then select preferred biometric option of ‘Fingerprint’ or ‘Facial Recognition’ and ‘PIN’, or ‘only PIN’.
  • Enter your 4-digit pin and repeat the entry in the appropriate box before clicking ‘Submit’.
  • You will then be provided with a one-time password (OTP) to confirm the selections.
  • Once confirmed, your device is successfully registered.
  • You can also add a photo for each device registered for ease of reference.

To login using the desktop once you’ve registered your device, enter your ‘Username’ and ‘Password’ and click ‘Login’.

You will be prompted with a message that you will receive an ‘Authorisation Notification’ to your device. Click ‘Continue’ to receive the push notification.

Once the push notification is received on the device, clicking on it will take you to the app login screen which will prompt you for your chosen biometric method or PIN.

On successful authentication you will be presented with a transaction to complete your login. Click the ‘blue check/confirmation button’. Then click ‘Yes ’on the approval message.

Once clicked, your web browser login process will complete.

Registering your device is strongly recommended as it reduces dependence on SMS OTPs as well as providing an extra layer of security for optimum protection.

If you would like to unregister your device, you could do so either in the ‘Manage Devices‘ in the online application or the ‘Manage my Devices’ in the mobile app.

Set Daily Limits

Setting Daily Limits is a feature that you may be interested in for security and budgeting purposes. To setup your daily limits, follow the steps below:

  • Hover over the ‘Self Management’ and click on ‘Daily Limits Self Management’. Your profile will have predefined limits which you are able to edit to your desired limits.
  • Click on the ‘Define my own limits’ checkbox for the ability to edit your limits for a variety of transaction types.
  • Once completed, click ‘Submit’.
    • Please note that you may be asked to enter a one-time password (OTP) which is sent to you via SMS.
  • Once you have verified the information and entered the OTP, click ‘Confirm’ to complete the setup.

Alert Delivery Settings and Set Up

Set up alerts for your online banking and mobile app experience to allow you to receive alerts for account balances, card activity and more.

To setup Alerts, follow the steps below:

  • Hover over ‘Alerts’ on the menu and selecting ‘Alert Delivery Settings’.
  • You are presented with options for ‘SMS’, ‘Push Notifications’ and ‘Email’ for your preferred method to receive alerts. For the push notification option, it will show your registered devices.
    • Please note that some alerts are only possible through specific methods. To receive all alert types, enter the information for each. (This information is separate from your current banking details stored in the file.)
  • Click the ‘Save’ button.
    • Please note that you may be asked to enter a one-time password (OTP) which is sent to you via SMS; or if you have a registered device, you may be asked to authorise the transaction via a push notification sent to your registered device for you to the alert delivery settings.

To manage what Alerts you receive, follow the steps below:

  • Hover over ‘Alerts’ on the menu and click on ‘Alert Setup’.
  • In here you will be able to confirm your preferred delivery setting per type of transaction as well as for specific account alerts to keep you on top of your finances.
  • Simply check the box next to the transaction you wish to receive alerts for, then select your preferred method.
  • When you’ve configured your alerts to your preference, click ‘Save’.
  • You will be prompted with a confirmation screen to review your setting changes.
    • Please note that you may be asked to enter a one-time password (OTP) which is sent to you via SMS; or if you have a registered device, you may be asked to authorise the transaction via a push notification sent to your registered device for you to.
  • To view all of your preferred alerts, follow the steps below:
  • Hove over ‘Alerts’ in the menu and click on ‘My Alerts’.
    • Please note that if you need to disable your notifications for any reason, you can do so by clicking the ‘Disable all my alerts’ checkbox.

Online Activity

To view your online activity, follow the steps below:

  • Hover over ‘Self Management’ in the menu and select ‘Online Activity’.
  • In here you’re able to see all of your online activity including transactions, logins and more.
  • You can also click on the ‘Show Filters’ button to search for specific activity based on date, type of transaction and even transactions to a specific beneficiary.
  • Once you’ve entered your search criteria, click ‘Apply Filter’ to be presented with the relevant results.

Mobile App User Guide

Login

  • Select the Cayman National Mobile App on your mobile device, downloaded from the App Store for iPhone users or Google Play Store for Android users
  • Login Details:
    • If you are an existing user, please enter your existing 'Username', 'Customer ID' and 'Password'.

    • If you are new to our Online Banking, to log in, please enter your temporary 'Username' received via email, and temporary password received via SMS.

*Please note that you may be provided with one-time passwords (OTPs) via SMS to enter where necessary in order to access your online profile.

Once logged in, you’ll find the dashboard page which provides you with an overview of your portfolio, including your deposit accounts, loans, fixed deposits, and debit and credit cards. You have the ability to change the order of this information to suit your preference.

Transfer Between Own Accounts

To transfer funds between your own Cayman National accounts from the mobile app, follow the steps below:

  • Press ‘Transfers’ on the menu list, select the ‘Transfer Between Own Accounts’ payment type from the horizontal scroll presented.
  • From the ‘From Account’ dropdown list, select the account you would like to transfer funds from.
  • Next, from the ‘To Account’ dropdown list, choose the account you would like to transfer funds to, then enter the transfer amount in the ‘Amount’ field
  • Then choose the current date or select a future date that you would like the transfer to be processed.
    • Please note you have the option to make a ‘Repeated Transfer’. Select 'Repeated Transfer' for multiple payments, then choose the start date, the frequency, and the end date of your repeated payments.
  • Enter appropriate ‘Beneficiary Comments’ using no special characters (@, #, $, %, &, *, etc.)
  • Then click the ‘Submit’ button to review the full details of your payment. Once you have verified the information, please click ‘Confirm’ to complete the transaction.
  • You can also download or email a ‘Cyber Receipt’ of the transaction for your records.

Third Party Transfer Within Bank

To transfer funds to other Cayman National accounts via mobile app, follow the steps below:

  • Press ‘Transfers’ on the menu list, select the ‘Third Party Transfer Within Bank’ from the horizontal scroll presented.
  • From the ‘From Account’ dropdown list, select the account you would like to transfer funds from.
  • Next, you have an option to select a predefined beneficiary or manually enter a one-time beneficiary.
  • Then enter the transfer amount and select the currency next to ‘Amount’
  • Then choose the current date or select a future date that you would like the transfer to be processed.
    • Please note you have the option to make a ‘Repeated Transfer’. Select 'Repeated Transfer' for multiple payments, then choose the start date, the frequency, and the end date of your repeated payments.
  • Enter appropriate ‘Beneficiary Comments’ using no special characters (@, #, $, %, &, *, etc.)
  • Press the ‘Submit’ button, then you’ll be provided with an overview of your transaction information for you to verify before completing the transaction
  • After verifying, press the ‘Confirm’ button below
  • You can also download or email a ‘Cyber Receipt’ of the transaction for your records.

Electronic Funds Transfer

To send your funds between Banks within the Cayman Islands securely by using our Electronic Funds Transfer (EFT) feature on the mobile app, follow the steps below:

  • Press ‘Transfers’ on the menu list, select the ‘Electronic Funds Transfer’ from the horizontal scroll presented.
  • From the ‘From Account’ dropdown list, select the account you would like to transfer funds from.
  • Next, select the ‘Beneficiary Bank’, then insert the ‘Beneficiary Account No.’, then select the ‘Beneficiary Account Type’, and type in the ‘Beneficiary Name’.
  • Then enter the transfer amount and select the currency next to ‘Amount’
  • Then choose the current date or select a future date that you would like the transfer to be processed.
    • Please note you have the option to make a ‘Repeated Transfer’. Select 'Repeated Transfer' for multiple payments, then choose the start date, the frequency, and the end date of your repeated payments.
  • Enter appropriate ‘Beneficiary Comments’ using no special characters (@, #, $, %, &, *, etc.)
  • Next, click ‘Submit’ to review the full details of your payment.
    • Please note that you may be asked to enter an one-time password (OTP) which is sent to you via SMS; or if you have a registered device, you may be asked to authorise the transaction via a push notification sent to your registered device, in order for you to complete the EFT transaction.
  • Once you have verified the information and entered the OTP, click ‘Confirm’ to complete the transaction or authorize the transaction via your registered device.
  • Your final step is to press ‘Confirm’.
  • You can also download or email a ‘Cyber Receipt’ of the transaction to your chosen recipient.

International Wire Transfer

To send funds to a bank account outside of the Cayman Islands securely with our International Wire Transfer option on the mobile app, follow the steps below:

  • Press ‘Transfers’ on the menu list, select the ‘International Wire Transfer’ from the horizontal scroll presented
  • From the ‘From Account’ dropdown list, select the account you would like to transfer funds from.
  • Next, you have an option to select a predefined beneficiary or manually enter a one-time beneficiary. If manually entering a one-time beneficiary, please enter the ‘Beneficiary’s Account No.’ and ‘Beneficiary’s Name’, enter the ‘Beneficiary’s Address’ in Line 1 and 2, and select the ‘Beneficiary’s Country’.
  • Next select the ‘Beneficiaries Bank Routing Type’. There are six options available, if any of the options other than ‘SWIFT’ are selected, the details must be entered manually. However, if ‘SWIFT’ is selected, you have the option to manually enter the ‘Routing Type’ or use the ‘Advance’ search function to search by ‘Swift Code’, ‘Bank Name’ or ‘Bank Country’.
  • Next, enter the transfer amount and select the currency next to ‘Amount’.
  • Enter appropriate ‘Beneficiary Comments’ using no special characters (@, #, $, %, &, *, etc.)
  • In the ‘Purpose of Payment’ field, please provide a valid reason for this payment.
  • *IMPORTANT: If the wire routing instructions for the beneficiary party's bank, contain an 'Intermediary Bank', it must be included in your payment, using the following steps, otherwise move to the next step
  • Click the checkbox next to 'Intermediary Bank'
  • If ‘SWIFT’ is chosen from the dropdown list next to ‘Intermediary Bank Routing Type’ please enter the ‘Intermediary Bank Routing Number’. If any other option is selected, please enter the required details.
  • Next, choose who will incur the charges by selecting ‘Beneficiary’ or ‘Ours’. Selecting ‘Beneficiary’ means that the recipient will incur the charges, selecting ‘Ours’ means that you will incur the charges.
  • Next, press ‘Submit’ to review the full details of your payment.
    • Please note that you may be asked to enter a one-time password (OTP) which is sent to you via SMS; or if you have a registered device, you may be asked to authorise the transaction via a push notification sent to your registered device, in order for you to complete the International Wire Transfer transaction.
  • Once you have verified the information and entered the OTP, press ‘Confirm’ to complete the transaction or authorise the transaction via your registered device.
  • Please note that you will have an option to save this transaction as a template for future use.

Bill Payment

To pay your bills on the mobile, follow the steps below:

  • Press ‘Transfers’ on the menu list and select ‘Bill Payment’ on the horizontal scroll presented
  • Then, next to ‘Account/Credit Card’ select an account or credit card that you would like to use to pay this bill.
  • Next, you select the ‘Biller’ from the dropdown list or search for the biller’s name using the search option.
  • Once the ‘Biller’ is selected, enter the amount you would like to pay next to ‘Amount’.
  • Then choose the current date or select a future date that you would like the transfer to be processed.
    • Please note you have the option to make a ‘Repeated Transfer’. Select 'Repeated Transfer' for multiple payments, then choose the start date, the frequency, and the end date of your repeated payments.
  • In the ‘Consumer Account Number’ field, enter the description that the ‘Biller’ can indicate what the payment is for such as invoice number, or name, or other details specific to your payment.
  • Next, press ‘Submit’ to review the full details of your payment.
    • Please note that you may be asked to enter a one-time password (OTP) which is sent to you via SMS; or if you have a registered device, you may be asked to authorise the transaction via a push notification sent to your registered device, in order for you to complete the Bill Payment transaction.
  • Once you have verified the information and entered the OTP, press ‘Confirm’ to complete the transaction or authorise the transaction via your registered device.
  • Please note that you will have an option to save this transaction as a template for future use.
  • You can also download or email a ‘Cyber Receipt’ of the transaction to your chosen recipient.

Own Credit Card Payment – Credit Card

To complete an Own Credit Card Payment online, follow the steps below:

  • Press ‘Transfers’ on the menu list and select ‘Card Payments’ from the horizontal scroll presented.
  • Then, choose the ‘Own Credit Card’ option.
  • From the ‘From Account’ dropdown list, select the account you would like to make the payment from.
  • Then, from the ‘Credit Card’ dropdown list, select the credit card which you would like to make the payment to.
  • Once selected, you can enter the amount you would like to pay manually or you can choose from the three options: ‘Minimum’, ‘Latest Statement’, and ‘Outstanding’ to have the amount autopopulated on the amount field. Choose ‘Minimum’ to make the minimum payment on the statement. Choose ‘Latest Statement’ to pay the amount of the latest statement. Choose ‘Outstanding’ to pay the full outstanding balance due on the credit card.
  • Then press the ‘Submit’ button to review the full details of your payment. Once you have verified the information, please click ‘Confirm’ to complete the transaction.
  • You will have the option to download or email a Cyber Receipt of the transaction to your chosen recipient.

Third Party Credit Card Payment – Credit Card

To complete a Third Party Credit Card Payment on the mobile, follow the steps below:

  • Press ‘Transfers’ on the menu list and select ‘Card Payments’ from the horizontal scroll presented.
  • Then, choose the ‘Third Party Credit Card’ option.
  • From the ‘From Account’ dropdown list, select the account you would like to make the payment from.
  • Next, enter the ‘Beneficiary’s Credit Card’ number which you would like to make the payment to.
  • Then enter the amount that you would like to pay to the credit card next to ‘Amount’.
  • Next, press ‘Submit’ to review the full details of your payment.
    • Please note that you may be asked to enter a one-time password (OTP) which is sent to you via SMS; or if you have a registered device, you may be asked to authorise the transaction via a push notification sent to your registered device, in order for you to complete the Third Party Credit Card transaction.
  • Once you have verified the information and entered the OTP, press ‘Confirm’ to complete the transaction or authorise the transaction via your registered device.
  • You will have the option to download or email a Cyber Receipt of the transaction to your chosen recipient.

Cash Advance – Credit Card

To complete a Cash Advance from your credit card online, follow the steps below:

  • Press ‘Transfers’ on the menu list and select ‘Card Payments’ from the horizontal scroll presented.
  • Then, choose the ‘Cash Advance’ option.
  • Then, from the ‘Credit Card’ dropdown list, select the credit card that you would like to make the cash advance from.
  • Next, select the account which you would like to credit.
  • Then, enter the USD amount for the cash advance. Please note that you can request a cash advance up to the available amount on the credit card.
  • Next, press ‘Submit’ to review the full details of your payment.
    • Please note that you may be asked to enter a one-time password (OTP) which is sent to you via SMS; or if you have a registered device, you may be asked to authorise the transaction via a push notification sent to your registered device, for you to complete the Cash Advance transaction.
  • Once you have verified the information and entered the OTP, press ‘Confirm’ to complete the transaction or authorise the transaction via your registered device.
  • You will have the option to download or email a Cyber Receipt of the transaction to your chosen recipient.

Create Fixed Deposit

To create a Fixed Deposit online, follow the steps below:

  • Press ‘My Accounts’ then select ‘View all my accounts’
  • Press the plus (+) icon and choose ‘Create Fixed Deposit’
  • Select the account that you would like to debit funds from for the fixed deposit.
  • From the dropdown list next to ‘Term’, select the term that you would like the fixed deposit to mature at.
    • You will be presented with the terms that the Bank has on offer for you.
  • Once you have agreed on the term, enter the amount which you would like to use to create the Fixed Deposit.
    • Please note the minimum amount is dependent on the term selected.
  • Next, select your preference for actions ‘At Maturity’ by choosing an option from the dropdown list. The options presented are:
    • ‘Roll Over Principal and Interest’
    • ‘Repay Interest Only’
    • ‘Repay Principal and Interest’
  • Next, click ‘Submit’ in order to review the full details of your transaction.
    • Please note that you may be asked to enter a one-time password (OTP) which is sent to you via SMS; or if you have a registered device, you may be asked to authorise the transaction via a push notification sent to your registered device, for you to complete the creation of the Fixed Deposit.
  • Once you have verified the information and entered the OTP, press ‘Confirm’ to complete the transaction or authorize the transaction via your registered device.
  • You will have the option to download or email a ‘Cyber Receipt’ of the transaction to your chosen recipient.
  • Please note that if you would like to view your Fixed Deposit in your online portfolio, please submit a request to the Bank via a secure message in online banking.

Manage Devices

To use the Manage Device feature, you will need to have a device registered. This may be an Android or iOS device. To manage your device, follow the steps below:

  • Login using your device (mobile phone or tablet), then click on your ‘User’ profile button.
  • Then click on ‘Manage my Devices’ where you’ll be given the option to ‘Register current device’.
  • Once clicked, you’ll be presented with feature enhancement information. Ensure that ‘Push Notification’ and ‘Authorisation Transaction’ are selected. Then select preferred biometric option of ‘Fingerprint’ or ‘Facial Recognition’ and ‘PIN’, or ‘only PIN’.
  • Enter your 4-digit pin and repeat the entry in the appropriate box before clicking ‘Submit’.
  • You will then be provided with a one-time password (OTP) to confirm the selections.
  • Once confirmed, your device is successfully registered.
  • You can also add a photo for each device registered for ease of reference.

To login using the desktop once you’ve registered your device, enter your ‘Username’ and ‘Password’ and click ‘Login’.

You will be prompted with a message that you will receive an ‘Authorisation Notification’ to your device. Click ‘Continue’ to receive the push notification.

Once the push notification is received on the device, clicking on it will take you to the app login screen which will prompt you for your chosen biometric method or PIN.

On successful authentication you will be presented with a transaction to complete your login. Click the ‘blue check/confirmation button’. Then click ‘Yes ’on the approval message.

Once clicked, your web browser login process will complete.

Registering your device is strongly recommended as it reduces dependence on SMS OTPs as well as providing an extra layer of security for optimum protection.

If you would like to unregister your device, you could do so either in the ‘Manage Devices‘ in the online application or the ‘Manage my Devices’ in the mobile app.

Alert Delivery Settings and Alert Set Up

Set up alerts for your online banking and mobile app experience to allow you to receive alerts for account balances, card activity and more.

  • Pressing the ‘Profile’ icon and select ‘Alert Delivery Settings’.
  • You are presented with options for ‘SMS’, ‘Push Notifications’ and ‘Email’ for your preferred method to receive alerts. The push notification option, it will show your registered devices.
    • Please note that some alerts are only possible through specific methods. To receive all alert types, enter the information for each. (This information is separate from your current banking details stored in the file.)
  • Click the ‘Save’ button
    • Please note that you may be asked to enter a one-time password (OTP) which is sent to you via SMS; or if you have a registered device, you may be asked to authorise the transaction via a push notification sent to your registered device for you to the alert delivery settings.

To manage what alerts you receive, press the ‘Profile’ icon and select ‘Alert Setup’

  • In here you will be able to confirm your preferred delivery setting per type of transaction as well as for specific account alerts to keep you on top of your finances.
  • Simply check the box next to the transaction you would like to receive alerts for, then select your preferred method.
  • Once you have configured your alerts to your preference, click ‘Save’.
  • You will be prompted with a confirmation screen to review your setting changes. Next, press ‘Save’ to receive a confirmation notification to your device.
    • Please note that you may be asked to enter a one-time password (OTP) which is sent to you via SMS; or if you have a registered device, you may be asked to authorise the transaction via a push notification sent to your registered device for you to.
  • You can then view all of your preferred alerts by pressing the ‘Profile’ icon and selecting ‘My Alerts’.
  • Please note that if you need to disable your notification for any reason, you can do so by clicking the ‘Disable all my alerts’ checkbox.

Online Activity

  • To view your online activity, press your ‘Profile’ icon on the top right corner of your screen
  • Next, select the Online Activity icon (middle icon) to review your online activity
  • In here you’re able to see all of your online activity including transactions, logins and more.
  • You can also click on the ‘Show Filters’ button to search for specific activity based on date, type of transaction and even transactions to a specific beneficiary.
  • Once you’ve entered your search criteria, press ‘Apply Filter’ to be presented with the relevant results.

Personal Online Banking

How do I login to the new Cayman National Online Banking as an existing user?

To login to our new Online Banking platform, follow the steps below.

  1. Please enter your existing username, customer ID and password on the login page.
  2. Next, you will be prompted to set a unique preferred username and password, select your three security questions, and provide answers to secure your online profile.

*Please note that you will be provided with one-time passwords (OTPs) via SMS to enter where necessary in order to access your online profile.

How do I login to the new Cayman National Online Banking as a new user?

To login to our new Online Banking platform, follow the steps below.

  1. Please enter your temporary username received via email, and temporary password received via SMS on the login page.
  2. Next, you will be prompted to set a unique preferred username and password, select your three security questions, and provide answers to secure your online profile.

*Please note that you will be provided with one-time passwords (OTPs) via SMS to enter where necessary in order to access your online profile.

What If I am not an existing Online Banking user?

If you have not signed up for Cayman National’s Online Banking access, please complete the Online Banking Application and visit one of our Customer Service Centers to submit it for processing. Once processed, you will receive your temporary username via email and temporary password via SMS.

How do I download the Mobile App?

Visit the App Store if you have an iOS device, or the Play Store if you have an Android device, to download the Cayman National Mobile App today.

Please note that users will experience slight differences between the design of the iOS (Apple) and Android (Samsung) devices in the mobile app. For guidance on transactions, please refer to our tutorials.

Am I able to access my business account details in the new Online Banking?

Online banking access for business accounts is scheduled to be available shortly after the launch of the new Online Banking platform. Until then, customers are only able to access personal online banking account details. You can access your business account details by using your original login details on the Business Online Banking login page. You will be notified when your business accounts are accessible in the new Online Banking platform.

What are one-time passwords (OTPs)?

A one-time password (OTP) is used to verify a user’s identity to complete one login session or transaction in our online banking and mobile app platforms. These OTPs are shared via SMS.

I have tried logging in but have not received a one-time password (OTP). What do I do?

If you have not received a one-time password via SMS, please contact our Customer Support Team by calling (345) 949-4655/(345) 949-8300 or emailing cnb@caymannational.com for help.

Why should you register my device?

Once your device is registered to our Online Banking platform, you will have easier access to your account with extra security. Registering your device(s) provides you with push notifications to your mobile device(s), replacing one-time passwords (OTPs) for logins and some transactions. This is also ideal for travel scenarios where you will rely on WiFi rather than your mobile data to receive OTPs via SMS. This means that you will not incur roaming fees from your network provider.

I have forgotten my password. What do I do?

If you have forgotten your password, you can now restore your access quicker with our self-service password reset feature. To do this, you will need to click on the ‘Having trouble logging in?’ link, provide your username and then answer your security questions to be provided with a temporary password via SMS. You will then be required to set a new password to access your online profile.

Will I need to answer security questions?

You are not required to answer security questions at each login, however, you will be prompted with security questions if you forget your password or if you would like to change your password.

I have created a new savings/chequing/fixed deposit account. Why am I unable to view this in my online banking portfolio?

In order to view new accounts created in the online banking platform, you will need to contact the Bank to update your viewing/full access details. This can be completed by sending a secure message via your Online Banking (desktop) profile, or by emailing cnb@caymannational.com.

What is different about International Wires process?

You will no longer receive call-back confirmations from the Customer Support team for International Wire Transfers. However, you are now required to provide Beneficiary Address details.

If the Beneficiary’s Bank SWIFT Code provided to you only contains 8 characters (ex: BARCGB22), please add three X’s at the end of the Bank SWIFT Code for it to appear as 11 characters to be accepted by the system. Your final Bank SWIFT Code should look like ‘BARCGB22XXX’.

I would like step by steps guidance on how to complete transactions via the new Online Banking and Mobile App. Where can I view user guide details?

We have transactions specific guidance for both the Online Banking and Mobile App.

I am having difficulties with the online banking/mobile app. Who do I contact for help?

If you are experiencing difficulties logging in, please contact our Customer Support Team by calling (345) 949-4655/(345) 949-8300 or emailing cnb@caymannational.com for help.

I cannot view all my accounts (Savings, Chequings, Loans, Fixed Deposits) in my online banking profile. How can I get access?

To change the online access levels of your account(s) navigate to 'Self Management' on the web browser Online Banking and select 'Manage Accounts'. You will then be able to select one of the following access levels to your online banking accounts: No Restrictions, Display Only, Transactions Only, or Excluded. If you are still unable to find the account in the dropdown list, please contact the Bank's Customer Support team on (345) 949-4655/(345)949-8300.

Why can I not view my business accounts/cards when I'm logged in to my personal online profile?

To view your business accounts/cards, you must log in to your business online profile. Only personal accounts/cards can be viewed when logged in to your personal online profile.

How do I login to the new Cayman National Online Banking as an existing user?

To login to our new Online Banking platform, follow the steps below.

  1. Please enter your existing username, customer ID and password on the login page.
  2. Next, you will be prompted to set a unique preferred username and password, select your three security questions, and provide answers to secure your online profile.

*Please note that you will be provided with one-time passwords (OTPs) via SMS to enter where necessary in order to access your online profile.

Mobile App User Guide (Business Users)

Login Steps

Select the Cayman National Mobile App on your mobile device, downloaded from the App Store for iPhone users or Google Play Store for Android users

Login Details:

  • To log in, please enter your ‘Username’, then select continue
  • You’ll then be prompted to enter ‘Password’

*Please note that you may be provided with one-time passwords (OTPs) via SMS to enter where necessary in order to access your online profile.

Once logged in, you’ll find the dashboard page which provides you with an overview of your portfolio, including your deposit accounts, loans, fixed deposits, and debit and credit cards. You have the ability to change the order of this information to suit your preference.

Overview

Below is an outline of the various users within the Cayman National Online Business platform. Each user has permission and control access to certain functions based on the roles that are assigned to the user.

  • Super Master User – This profile allows the user to:
    • Create and manage the business user profiles,
    • Assign accounts, transaction types and daily limits to business users.
    • Create or manage ‘Authorisation Matrices’ (confirm Fluid name)
    • Manage Business Users Devices
    • View Online Activity of business users
  • Master User – allows you the same functionality as above but requires approval from another Master User, for organisations that require dual control.
  • Makers - This profile allows the users to initiate transactions from assigned accounts, for specified transaction types within allowed daily limits.
  • Authorisers (formerly referred to as Checkers) - This profile allows the user to authorise transactions from assigned accounts, for specified transaction types within allowed daily limits.
  • Manda – This profile allows the user to initiate and authorise transactions from assigned accounts, for specified transaction types within allowed daily limits.

Authorisation Steps

To authorise transactions from the mobile app, follow the steps below:

Individual Transaction Authorisation

  • Press ‘Transfers’ on the menu list, select the ‘Pending Transactions’ option below the horizontal scroll presented.
  • Select the pending transaction from the list that you would like to approve.
  • Review the details of the transaction and approve by selecting the check mark icon at the top right hand corner. To reject the transaction, select the circle icon with the diagonal line across.
  • Enter your one-time password (OTP), which is sent to you via SMS; or if you have a registered device, you may be asked to authorise the transaction via a push notification sent to your registered device, in order for you to confirm and complete the transaction.

       Bulk Transaction Authorisation

  • Press ‘Transfers’ on the menu list, select the ‘Pending Transactions’ option below the horizontal scroll presented.
  • Expand the pending transactions list by selecting the four outward arrows icon located to the right of the date.
  • Review the details of the transactions and select the transactions you want to approve/reject.
  • Select approve or reject button at the bottom of the screen.
  • Enter your one-time password (OTP), which is sent to you via SMS; or if you have a registered device, you may be asked to authorise the transaction via a push notification sent to your registered device, in order for you to confirm and complete the transaction.

Transfer Between Own Accounts Steps

To transfer funds between your own Cayman National accounts from the mobile app, follow the steps below:

  • Press ‘Transfers’ on the menu list, select the ‘Transfer Between Own Accounts’ payment type from the horizontal scroll presented.
  • From the ‘From Account’ dropdown list, select the account you would like to transfer funds from.
  • Next, from the ‘To Account’ dropdown list, choose the account you would like to transfer funds to, then enter the transfer amount in the ‘Amount’ field.
  • Then, choose the current date or select a future date that you would like the transfer to be processed.
    • Please note you have the option to make a ‘Recurring Transfer’. Select ‘Recurring' for multiple payments, then choose the start date, the frequency, and the end date of your repeated payments.
  • Enter appropriate ‘Beneficiary Comments’ using no special characters (@, #, $, %, &, *, etc.)
  • Then click the ‘Submit’ button to review the full details of your payment. Once you have verified the information, please click ‘Confirm’ to complete the transaction.
  • You can also download or email a ‘Cyber Receipt’ of the transaction for your records.

Third Party Transfer Within Bank Steps

To transfer funds to other Cayman National accounts via mobile app, follow the steps below:

  • Press ‘Transfers’ on the menu list, select the ‘Third Party Transfer Within Bank’ from the horizontal scroll presented.
  • From the ‘From Account’ dropdown list, select the account you would like to transfer funds from.
  • Next, you have an option to select a predefined beneficiary or manually enter a one-time beneficiary.
  • Then enter the transfer amount and select the currency next to ‘Amount’.
  • Then choose the current date or select a future date that you would like the transfer to be processed.
    • Please note you have the option to make a ‘Recurring Transfer’. Select ' Recurring' for multiple payments, then choose the start date, the frequency, and the end date of your repeated payments.
  • Enter appropriate ‘Beneficiary Comments’ using no special characters (@, #, $, %, &, *, etc.)
  • Press the ‘Submit’ button, then you’ll be provided with an overview of your transaction information for you to verify before completing the transaction.
  • After verifying, press the ‘Confirm’ button below.
  • You can also download or email a ‘Cyber Receipt’ of the transaction for your records.

Electronic Funds Transfer Steps

To send your funds between Banks within the Cayman Islands securely by using our Electronic Funds Transfer (EFT) feature on the mobile app, follow the steps below: 

  • Press ‘Transfers’ on the menu list, select the ‘Electronic Funds Transfer’ from the horizontal scroll presented.
  • From the ‘From Account’ dropdown list, select the account you would like to transfer funds from.
  • Next, you have an option to select a predefined beneficiary or manually enter a one-time beneficiary. If manually entering a one-time beneficiary, select the ‘Beneficiary Bank’, then insert the ‘Beneficiary Account No.’, then select the ‘Beneficiary Account Type’, and type in the ‘Beneficiary Name’.
  • Then enter the transfer amount and select the currency next to ‘Amount’.
  • Then choose the current date or select a future date that you would like the transfer to be processed.
    • Please note you have the option to make a ‘Recurring Transfer’. Select ‘Recurring’ for multiple payments, then choose the start date, the frequency, and the end date of your repeated payments.
  • Enter appropriate ‘Beneficiary Comments’ using no special characters (@, #, $, %, &, *, etc.) - Next, click ‘Submit’ to review the full details of your payment.
    • Please note that you may be asked to enter a one-time password (OTP) if approval isn’t required, which is sent to you via SMS; or if you have a registered device, you may be asked to authorise the transaction via a push notification sent to your registered device, in order for you to complete the EFT transaction.
  • Once you have verified the information and entered the OTP, click ‘Confirm’ to complete the transaction or authorize the transaction via your registered device.
  • Your final step is to press ‘Confirm’.
  • If you’re a maker, a one-time password (OTP) will not be required, the transaction will be sent to the authoriser for approval.
  • Once the transaction have been confirmed and approved by the authoriser, you can download or email a ‘Cyber Receipt’ of the transaction for your records.

International Wire Transfer Steps

To send funds to a bank account outside of the Cayman Islands securely with our International Wire Transfer option on the mobile app, follow the steps below: 

  • Press ‘Transfers’ on the menu list, select the ‘International Wire Transfer’ from the horizontal scroll presented.
  • From the ‘From Account’ dropdown list, select the account you would like to transfer funds from.
  • Next, you have an option to select a predefined beneficiary or manually enter a one-time beneficiary. If manually entering a one-time beneficiary, please enter the ‘Beneficiary’s Account No.’ and ‘Beneficiary’s Name’, enter the ‘Beneficiary’s Address’ in Line 1 and 2, and select the ‘Beneficiary’s Country’.
  • Next select the ‘Beneficiaries Bank Routing Type’. There are six options available, if any of the options other than ‘SWIFT’ are selected, the details must be entered manually. However, if ‘SWIFT’ is selected, you have the option to manually enter the ‘Routing Type’ or use the ‘Advance’ search function to search by ‘Swift Code’, ‘Bank Name’ or ‘Bank Country’.
  • Next, enter the transfer amount and select the currency next to ‘Amount’.
  • Enter appropriate ‘Beneficiary Comments’ using no special characters (@, #, $, %, &, *, etc.) - In the ‘Purpose of Payment’ field, please provide a valid reason for this payment.
    *IMPORTANT: Please note that an intermediary bank is required when you are sending any currency other than the local currency of the destination country. For example, when sending Canadian dollars (CAD) to the United States, as Canadian dollars (CAD) is not the local currency, payment must be forwarded to a Canadian intermediary bank before going to the destination country (US).
  • Press the checkbox next to ‘Intermediary Bank’ if you are required to enter those details.
  • If ‘SWIFT’ is chosen from the dropdown list next to ‘Intermediary Bank Routing Type’ please enter the ‘Intermediary Bank Routing Number’. If any other option is selected, please enter the required details.
  • Next, choose who will incur the charges by selecting ‘Beneficiary’ or ‘Ours’. Selecting ‘Beneficiary’ means that the recipient will incur the charges, selecting ‘Ours’ means that you will incur the charges.
  • Next, press ‘Submit’ to review the full details of your payment.
    • Please note that you may be asked to enter a one-time password (OTP) if approval isn’t required, which is sent to you via SMS; or if you have a registered device, you may be asked to authorise the transaction via a push notification sent to your registered device, in order for you to complete the International Wire Transfer transaction.
  • Once you have verified the information and entered the OTP, press ‘Confirm’ to complete the transaction or authorise the transaction via your registered device.
  • If you’re a maker, a one-time password (OTP) will not be required, the transaction will be sent to the authoriser for approval.
  • Please note that you will have an option to save this transaction as a template for future use.
  • Once the transaction have been confirmed and approved by the authoriser, you can download or email a ‘Cyber Receipt’ of the transaction for your records.

Bill Payment Steps

To pay your bills on the mobile, follow the steps below: 

  • Press ‘Transfers’ on the menu list and select ‘Bill Payment’ on the horizontal scroll presented
  • Then, next to ‘Account/Credit Card’ select an account or credit card that you would like to use to pay this bill.
  • Next, you select the ‘Biller’ from the dropdown list or search for the biller’s name using the search option.
  • Once the ‘Biller’ is selected, enter the amount you would like to pay next to ‘Amount’.
  • Then choose the current date or select a future date that you would like the transfer to be processed.
    • Please note you have the option to make a ‘Recurring Transfer’. Select 'Recurring Transfer' for multiple payments, then choose the start date, the frequency, and the end date of your repeated payments.
  • In the ‘Consumer Account Number’ field, enter the description that the ‘Biller’ can indicate what the payment is for such as invoice number, or name, or other details specific to your payment.
  • Next, press ‘Submit’ to review the full details of your payment.
    • Please note that you may be asked to enter a one-time password (OTP) if approval isn’t required, which is sent to you via SMS; or if you have a registered device, you may be asked to authorise the transaction via a push notification sent to your registered device, in order for you to complete the Bill Payment transaction.
  • Once you have verified the information and entered the OTP, press ‘Confirm’ to complete the transaction or authorise the transaction via your registered device.
  • Your final step is to press ‘Confirm’.
  • If you’re a maker, a one-time password (OTP) will not be required, the transaction will be sent to the authoriser for approval.
  • Please note that you will have an option to save this transaction as a template for future use.
  • Once the transaction have been confirmed and approved by the authoriser, you can download or email a ‘Cyber Receipt’ of the transaction for your records.

Own Credit Card Payment Steps

To complete an Own Credit Card Payment online, follow the steps below:

  • Press ‘Transfers’ on the menu list and select ‘Card Payments’ from the horizontal scroll presented.
  • Then, choose the ‘Own Credit Card’ option.
  • From the ‘From Account’ dropdown list, select the account you would like to make the payment from.
  • Then, from the ‘Credit Card’ dropdown list, select the credit card which you would like to make the payment to.
  • Once selected, you can enter the amount you would like to pay manually or you can choose from the two options: ‘Latest Statement’ and ‘Outstanding’ to have the amount auto-populated on the amount field. Choose ‘Latest Statement’ to pay the amount of the latest statement. Choose ‘Outstanding’ to pay the full outstanding balance due on the credit card.
  • Then press the ‘Submit’ button to review the full details of your payment. Once you have verified the information, please click ‘Confirm’ to complete the transaction.
  • If you’re a maker, the transaction will be sent to the authoriser for approval.
  • Once the transaction have been confirmed and approved by the authoriser, you can download or email a ‘Cyber Receipt’ of the transaction for your records.

Third Party Credit Card Payment Steps

To complete a Third Party Credit Card Payment on the mobile, follow the steps below: 

  • Press ‘Transfers’ on the menu list and select ‘Card Payments’ from the horizontal scroll presented.
  • Then, choose the ‘Third Party Credit Card’ option.
  • From the ‘From Account’ dropdown list, select the account you would like to make the payment from.
  • Next, enter the ‘Beneficiary’s Credit Card’ number which you would like to make the payment to.
  • Then enter the amount that you would like to pay to the credit card next to ‘Amount’.
  • Next, press ‘Submit’ to review the full details of your payment.
    • Please note that you may be asked to enter a one-time password (OTP) if approval isn’t required, which is sent to you via SMS; or if you have a registered device, you may be asked to authorise the transaction via a push notification sent to your registered device, in order for you to complete the Third Party Credit Card transaction.
  • Once you have verified the information and entered the OTP, press ‘Confirm’ to complete the transaction or authorise the transaction via your registered device.
  • If you’re a maker, a one-time password (OTP) will not be required, the transaction will be sent to the authoriser for approval.
  • Once the transaction have been confirmed and approved by the authoriser, you can download or email a ‘Cyber Receipt’ of the transaction for your records.

Cash Advance Steps – Credit Card

To complete a Cash Advance from your credit card online, follow the steps below:

  • Press ‘Transfers’ on the menu list and select ‘Card Payments’ from the horizontal scroll presented.
  • Then, choose the ‘Cash Advance’ option.
  • Then, from the ‘Credit Card’ dropdown list, select the credit card that you would like to make the cash advance from.
  • Next, select the account which you would like to credit.
  • Then, enter the USD amount for the cash advance. Please note that you can request a cash advance up to the available amount on the credit card.
  • Next, press ‘Submit’ to review the full details of your payment.
    • Please note that you may be asked to enter a one-time password (OTP) if approval isn’t required, which is sent to you via SMS; or if you have a registered device, you may be asked to authorise the transaction via a push notification sent to your registered device, for you to complete the Cash Advance transaction.
  • Once you have verified the information and entered the OTP, press ‘Confirm’ to complete the transaction or authorise the transaction via your registered device.
  • If you’re a maker, a one-time password (OTP) will not be required, the transaction will be sent to the authoriser for approval.
  • Once the transaction have been confirmed and approved by the authoriser, you can download or email a ‘Cyber Receipt’ of the transaction for your records.

Create Fixed Deposit Steps

To create a Fixed Deposit online, follow the steps below: 

  • Select ‘My Accounts’ then select ‘View all my accounts’.
  • Select the plus (+) icon and choose ‘Create Fixed Deposit’.
  • Select the account that you would like to debit funds from for the fixed deposit.
  • From the dropdown list next to ‘Term’, select the term that you would like the fixed deposit to mature at.
  • You will be presented with the terms that the Bank has on offer for you.
  • Once you have agreed to the terms, enter the amount which you would like to use to create the Fixed Deposit.
  • Please note the minimum amount is dependent on the term selected.
  • Next, select your preference for actions ‘At Maturity’ by choosing an option from the dropdown list. The options presented are:
  • ‘Roll Over Principal and Interest’, ‘Repay Interest Only’, or ‘Repay Principal and Interest’
  • Next, click ‘Submit’ in order to review the full details of your transaction.
    • Please note that you may be asked to enter a one-time password (OTP), if approval isn’t required, which is sent to you via SMS; or if you have a registered device, you may be asked to authorise the transaction via a push notification sent to your registered device, for you to complete the creation of the Fixed Deposit.
  • Once you have verified the information and entered the OTP, select ‘Confirm’ to complete the transaction.
  • If you’re a maker, a one-time password (OTP) will not be required, the transaction will be sent to the authoriser for approval.
    • Please note that if you would like to view your Fixed Deposit in your online portfolio, please submit a request to the Bank via a secure message in online banking.
  • Once the transaction have been confirmed and approved by the authoriser, you can download or email a ‘Cyber Receipt’ of the transaction for your records.

Manage Devices Steps

To use the ‘Manage Device’ feature, you will need to have a device registered. This may be an Android or iOS device. To manage your device, follow the steps below:

  • Login using your device (mobile phone or tablet), then click on your ‘User’ profile button.
  • Then click on ‘Manage my Devices’ where you’ll be given the option to ‘Register current device’.
  • Once clicked, you’ll be presented with feature enhancement information. Ensure that ‘Push Notification’ and ‘Authorisation Transaction’ are selected. Then select preferred biometric option of ‘Fingerprint’ or ‘Facial Recognition’ and ‘PIN’, or ‘only PIN’.
  • Enter your 4-digit pin and repeat the entry in the appropriate box before clicking ‘Submit’.
  • You will then be provided with a one-time password (OTP) to confirm the selections.
  • Once confirmed, your device is successfully registered.
  • You can also modify the name for each device registered for ease of reference, and add your preferred photo to identify the profile.

To login using the desktop once you’ve registered your device, enter your ‘Username’ and ‘Password’ and click ‘Login’. 

  • You will be prompted with a message that you will receive an ‘Authorisation Notification’ to your device. Click ‘Continue’ to receive the push notification.
  • Once the push notification is received on the device, clicking on it will take you to the app login screen which will prompt you for your chosen biometric method or PIN.
  • On successful authentication you will be presented with a transaction to complete your login. Click the ‘blue check/confirmation button’. Then click ‘Yes ’on the approval message.
  • Once clicked, your web browser login process will complete.
  • Registering your device is strongly recommended as it reduces dependence on SMS OTPs as well as providing an extra layer of security for optimum protection.
  • If you would like to unregister your device, you could do so either in the ‘Manage Devices’ in the online application or the ‘Manage my Devices’ in the mobile app.

Alert Delivery Settings and Alert Set Up Steps

Set up alerts for your online banking and mobile app experience to allow you to receive alerts for account balances, card activity and more. 

  • Pressing the ‘Profile’ icon and select ‘Alert Delivery Settings’.
  • You are presented with options for ‘SMS’, ‘Push Notifications’ and ‘Email’ for your preferred method to receive alerts. The push notification option, it will show your registered devices.
  • Please note that some alerts are only possible through specific methods. To receive all alert types, enter the information for each. (This information is separate from your current banking details stored in the file.)
  • Click the ‘Save’ button
  • Please note that you may be asked to enter a one-time password (OTP) which is sent to you via SMS; or if you have a registered device, you may be asked to authorise the transaction via a push notification sent to your registered device for you to the alert delivery settings.

To manage what alerts you receive, press the ‘Profile’ icon and select ‘Alert Setup’ 

  • In here you will be able to confirm your preferred delivery setting per type of transaction as well as for specific account alerts to keep you on top of your finances.
  • Simply select the button next to the transaction you would like to receive alerts for, then select your preferred method.
  • Once you have configured your alerts to your preference, click ‘Done’.
  • You will be prompted with a confirmation screen to review your setting changes. Next, press ‘Submit’ then ‘Confirm’ to receive a confirmation notification to your device.
    • Please note that you may be asked to enter a one-time password (OTP) which is sent to you via SMS; or if you have a registered device, you may be asked to authorise the transaction via a push notification sent to your registered device for you to.
  • You can then view all of your preferred alerts by pressing the ‘Profile’ icon and selecting ‘My Alerts’.
  • Please note that if you need to disable your notification for any reason, you can do so by clicking the ‘Disable all my alerts’ checkbox.

Online Activity Steps

  • To view your online activity, press your ‘Profile’ icon on the top right corner of your screen.
  • Next, select the Online Activity icon (middle icon) to review your online activity.
  • Here, you’re able to see all of your online activity including transactions, logins and more.
  • You can also click on the ‘Show Filters’ button to search for specific activity based on date, type of transaction and even transactions to a specific beneficiary.
  • Once you’ve entered your search criteria, press ‘Apply Filter’ to be presented with the relevant results.

Online Banking User Guide (Business Users)

Login Steps

  • Click on the Online Banking link
  • Enter your existing ‘Username’, ‘Customer ID’ and ‘Password’.
  • You will then be prompted to set a unique preferred username and password and select your three security questions and provide answers to secure your online profile.

*Please note that you will be provided with one time passwords (OTPs) via SMS to enter where necessary in order to access your online profile and to complete transactions.

Once logged in, you will find the dashboard page which provides you with an overview of your portfolio, including the deposit accounts, loans, fixed deposits, and debit and credit cards that the Master User(s) granted you access to. You have the ability to change the order of this information to suit your preference. On this page you can also view the available and current balances, and available overdraft. It will also provide you with your most recent login details.

Overview

Below is an outline of the various users within the Cayman National Online Business platform. Each user has permission and control access to certain functions based on the roles that are assigned to the user.

  • Master Users

Depending on your organisational procedures for approvals in Online Banking, there are two types of access levels.

  • Super Master User – This profile allows the user to:
    • Create and manage the business user profiles,
    • Assign accounts, transaction types and daily limits to business
    • Create or manage ‘Authorisation Matrices’ (confirm Fluid name)
    • Manage Business Users Devices
    • View Online Activity of business users
  • Master User – Allows you the same functionality as above but requires approval from another Master User, for organisations that require dual
  • Makers - This profile allows the users to initiate transactions from assigned accounts, for specified transaction types within allowed daily
  • Authorisers (formerly referred to as Checkers) - This profile allows the user to authorise transactions from assigned accounts, for specified transaction types within allowed daily
  • ‘Manda’ – This profile allows the user to initiate and authorise transactions from assigned accounts, for specified transaction types within allowed daily

Third Party Transfer within Bank Steps

To transfer funds to other Cayman National accounts, follow the steps below:

  • Hover over ‘Payment/Transfer’ on the menu list and select ‘Payment and Transfers.
  • Select the ‘Third Party Transfer Within Bank’ payment type from the dropdown list.
  • Then, from the ‘From Account’ dropdown list, select the account you would like to transfer funds
  • Next, you have an option to select a predefined beneficiary or manually enter a one-time
  • Then, enter the transfer amount and select the currency next to ‘Amount’, if
  • Next, you’re presented with the option to make a ‘Single Transfer’ or ‘Repeated Transfer’.
    • Select 'Single Transfer' for a one-time payment and choose the current or select a future
    • Select 'Repeated Transfer' for multiple payments, then choose the start date, the frequency, and the end date of your repeated
  • Enter appropriate ‘Beneficiary Comments’ using no special characters (@, #, $, %, &, *, ).
  • Then click the ‘Submit’ button to review the full details of your Once you have verified the information, please click ‘Confirm’ to complete the transaction.
  • Please note that you will have an option to save this transaction as a template for future
  • If the transaction requires authorisation, it will be sent for Once approved, you can download or email a ‘Cyber Receipt’ of the transaction for your records.

Electronic Funds Transfer Steps

To send your funds between Banks within the Cayman Islands securely by using our Electronic Funds Transfer (EFT) feature, follow the steps below:

  • Hover over ‘Payments/Transfer’ on the menu list and select Transfers and Payments.
  • Select the ‘Electronic Funds Transfer’ payment type from the dropdown list.
  • Then, from the ‘From Account’ dropdown list, select the account you would like to transfer funds
  • Next, you have an option to select a predefined beneficiary or manually enter a one-time If manually entering a one-time beneficiary, please select the ‘Beneficiary’s Bank’, enter the ‘Beneficiary’s Account No.’, select the ‘Beneficiary’s Account Type’, and enter the ‘Beneficiary’s Name’.
  • Then enter the transfer amount and select the currency next to ‘Amount’.
  • Then, you’re presented with the option to make a ‘Single Transfer’ or ‘Repeated Transfer’.
    • Select 'Single Transfer' for a one-time payment and choose the current or select a future
    • Select 'Repeated Transfer' for multiple payments, then choose the start date, the frequency and the end date of your repeated
  • Enter appropriate ‘Beneficiary Comments’ using no special characters (@, #, $, %, &, *, )
  • Next, click ‘Submit’ to review the full details of your payme
    • Please note that you may be asked to enter a one-time password (OTP) which is sent to you via SMS; or if you have a registered device, you may be asked to authorise the transaction via a push notification sent to your registered device, in order for you to complete the EFT
  • Once you have verified the information, click ‘Confirm’ to complete the transaction or authorise the transaction via your registered

*Please note that you will have an option to save this transaction as a template for future

  • If the transaction requires authorisation, it will be sent for Once approved, you can download or email a ‘Cyber Receipt’ of the transaction for your records via the Transaction Results module.

International Wire Transfer Steps

To send funds to a bank account outside of the Cayman Islands securely with our International Wire Transfer option, follow the steps below:

  • Hover over ‘Payments/Transfer’ on the menu list and select ‘Transfers and Payments’.
  • Select the ‘International Wires Transfer’ payment type from the dropdown
  • Then, from the ‘From Account’ dropdown list, select the account you would like to transfer funds
  • Next, you have an option to select a predefined beneficiary or manually enter a one-time beneficiary. If manually entering a one-time beneficiary, please enter the ‘Beneficiary’s Account No.’ and ‘Beneficiary’s Name’, enter the ‘Beneficiary’s Address’ in Line 1 and 2, and select the ‘Beneficiary’s Country’.
  • Next enter ‘Beneficiaries Bank Routing Type’. There are six options available, if any of the options other than ‘SWIFT’ are selected, the details must be entered However, if ‘SWIFT’ is selected, you have the option to manually enter the ‘Routing Type’ or use the ‘Advance’ search function to search by ‘Swift Code’, ‘Bank Name’ or ‘Bank Country’.
  • Next, enter the transfer amount and select the currency next to ‘Amount’.
  • Then, next to ‘Single Transfer’ select the current or a future date.
  • Enter appropriate ‘Beneficiary Comments’ using no special characters (@, #, $, %, &, *, )
  • In the ‘Purpose of Payment’ field, please provide a valid reason for this

*Please note that an intermediary bank is required when you are sending any currency other than the local currency of the destination country. For example, when sending Canadian dollars (CAD) to the United States, as Canadian dollars (CAD) is not the local currency, payment must be forwarded to a Canadian intermediary bank before going to the destination country (US).

  • Click the checkbox next to ‘Intermediary Bank’ if you are required to enter those details.
  • If ‘SWIFT’ is chosen from the dropdown list next to ‘Intermediary Bank Routing Type’ please enter the ‘Intermediary Bank Routing Number’. If any other option is selected, please enter the required details.
  • Next, choose who will incur the charges by selecting ‘Beneficiary’ or ‘Ours’. Selecting ‘Beneficiary’ means that the recipient will incur the charges, selecting ‘Ours’ means that you will incur the
  • Next, click ‘Submit’ to review the full details of your
    • Please note that you may be asked to enter a one-time password (OTP) which is sent to you via SMS; or if you have a registered device, you may be asked to authorise the transaction via a push notification sent to your registered device, in order for you to complete the International Wire Transfer
  • Once you have verified the information, click ‘Confirm’ to complete the transaction.
  • Please note that you will have an option to save this transaction as a template for future
  • If the transaction requires authorisation, it will be sent for Once approved, you can download or email a ‘Cyber Receipt’ of the transaction for your records via the Transaction Results module.

Bill Payment Steps

To pay your bills online, follow the steps below:

  • Hover over ‘Payment/Transfers’ on the menu list and select ‘Transfers and Payments’.
  • Select the ‘Bill Payment’ payment type from the dropdown list.
  • Then, next to ‘Account/Credit Card’ select an account orcredit card that you would like to use to pay this bill.
  • Next, you select the ‘Biller’ from the dropdown list or search for the biller’s name using the search option.
  • Once the ‘Biller’ is selected, enter the amount you would like to pay next to ‘Amount’.
  • Then, you’re presented with the option to make a ‘Single Transfer’ or ‘Repeated Transfer’.
    • Select 'Single Transfer' for a one-time payment and choose the current or select a future date.
    • Select 'Repeated Transfer' for multiple payments, then choose the start date, the frequency, and the end date of your repeated
  • In the ‘Consumer Account Number’ field, enter the description that the ‘Biller’ can indicate what the payment is for such as invoice number, or name, or other details specific to your
  • Next, click ‘Submit’ to review the full details of your
    • Please note that you may be asked to enter a one-time password (OTP) which is sent to you via SMS; or if you have a registered device, you may be asked to authorise the transaction via a push notification sent to your registered device, in order for you to complete the Bill Payment
  • Once you have verified the information, click ‘Confirm’ to complete the transaction.
  • Please note that you will have an option to save this transaction as a template for future
  • If the transaction requires authorisation, it will be sent for Once approved, you can download or email a ‘Cyber Receipt’ of the transaction for your records.

Own Credit Card Payment Steps

To complete an Own Credit Card Payment online, follow the steps below:

  • Hover over ‘Payment/Transfer’ on the menu list and select ‘Own Credit Card Payment’.
  • Then, from the ‘From Account’ dropdown list, select the account you would like to make the payment
  • Next, from the ‘Credit Card’ dropdown list, select the credit card which you would like to make the payment
  • Once selected, you can enter the amount you would like to pay manually or you can choose from the three options: ‘Minimum’, ‘Latest Statement’, and ‘Outstanding’ to have the amount auto-populated on the amount Choose ‘Minimum’ to make the minimum payment on the statement. Choose ‘Latest Statement’ to pay the amount of the latest statement. Choose ‘Outstanding’ to pay the full outstanding balance due on the credit card.
  • Then click the ‘Submit’ button to review the full details of your Once you have verified the information, please click ‘Confirm’ to complete the transaction.
  • If the transaction requires authorisation, it will be sent for approval. Once approved, you can download or email a ‘Cyber Receipt’ of the transaction for your records via the Transaction Results module.

 

Third Party Credit Card Payment Steps

To complete a Third Party Credit Card Payment online, follow the steps below:

  • Hover over ‘Payment/Transfer’ on the menu list and select ‘Third Party Credit Card Payment’.
  • Then, from the ‘From Account’ dropdown list, select the account you would like to make the payment
  • Next, enter the ‘Beneficiary’s Credit Card’ number which you would like to make the payment
  • Then enter the amount that you would like to pay to the credit card next to ‘Amount’.
  • Next, click ‘Submit’ to review the full details of your
  • Once you have verified the information, click ‘Confirm’ to complete the transaction.
  • If the transaction requires authorisation, it will be sent for Once approved, you can download or email a ‘Cyber Receipt’ of the transaction for your records and to send to the recipient.

Cash Advance Steps

To complete a Cash Advance from your credit card online, follow the steps below:

  • Hover over ‘Payment/Transfer’ on the menu list and select ‘Cash Advance’.
  • Then, from the ‘Credit Card’ dropdown list, select the credit card that you would like to make the cash advance
  • Next, select the account which you would like to
  • Then, enter the USD amount for the cash advance. Please note that you can request a cash advance up to the available amount on the credit
  • Next, click ‘Submit’ to review the full details of your
  • Once you have verified the information, click ‘Confirm’ to complete the transaction.
  • If the transaction requires authorisation, it will be sent for Once approved, you can download or email a ‘Cyber Receipt’ of the transaction for your records via the Transaction Results module.

Create Fixed Deposit Steps

To create a Fixed Deposit online, follow the steps below:

  • Hover over ‘Investments’ on the menu list and select ‘Create Fixed Deposit’.
  • Select the account that you would like to debit funds from for the fixed deposit.
  • From the dropdown list next to ‘Term’, select the term thatyou would like the fixed deposit to mature at.
  • You will be presented with the terms that the Bank has on offer for
  • Once you have agreed on the term, enter the amount which you would like to use to create the Fixed Deposit.
    • Please note the minimum amount is dependent on the term
  • Next, select your preference for actions ‘At Maturity’ by choosing an option from the dropdown list. The options presented are:
    • ‘Roll Over Principal and Interest’
    • ‘Repay Interest Only’
    • ‘Repay Principal and Interest’
  • Next, click ‘Submit’ in order to review the full details of your
  • Once you have verified the information, click ‘Confirm’ to complete the transaction.
  • Please note that if you would like to view your Fixed Deposit in your online portfolio, please submit a request to the Bank via a secure message in online banking.

Manage Templates Steps

Manage your templates to make recurring transactions easier for you to complete. To Manage Templates, follow the steps below:

  • Hover over ‘Self-Management’ and click on ‘Manage Templates’ to view all the options that you can create templates This includes the ability to edit an existing template or create new templates for: ‘Transfer between Own Accounts’, ‘Third Party Transfer Within Bank’, and various other transactions.
  • Fill in the information required by transaction type selected. Once completed, you are able to name the template for ease of reference for your recurring payments or for use at later
  • You can view these templates when completing a transaction by clicking ‘Choose Template’ next to ‘Select Payment Type’, then search and select the template you would like to use.

Manage Beneficiaries Steps

Reduce time to send recurring payments by managing your beneficiaries. To manage beneficiaries, follow the steps below:

  • Hover over ‘Self-Management’ and click on ‘Manage Beneficiaries’ to view all of the options that you can create beneficiaries This includes the ability to edit existing beneficiaries or create new beneficiaries for various transactions.
  • Fill in the information required by transaction type selected. Once completed, you can name the beneficiary for ease of reference for your recurring payments or for use at later
  • You can view these beneficiaries when completing a transaction by clicking ‘Select Beneficiary’ then search and select the beneficiary you wish to

Manage Devices Steps

To use the Manage Device feature, you will need to have a device registered. This may be an Android or iOS device. To manage your device, follow the steps below:

  • Login using your device (mobile phone or tablet), then click on your ‘User’ profile button.
  • Then click on ‘Manage my Devices’ where you’ll be given the option to ‘Register current device’.
  • Once clicked, you’ll be presented with feature enhancement Ensure that ‘Push Notification’ and ‘Authorisation Transaction’ are selected. Then select preferred biometric option of ‘Fingerprint’ or ‘Facial Recognition’ and ‘PIN’, or ‘only PIN’.
  • Enter your 4-digit pin and repeat the entry in the appropriate box before clicking ‘Submit’.
  • You will then be provided with a one-time password (OTP) to confirm the
  • Once confirmed, your device is successfully
  • You can also add a photo for each device registered for ease of

To login using the desktop once you’ve registered your device, enter your ‘Username’ and ‘Password’ and click ‘Login’.

You will be prompted with a message that you will receive an ‘Authorisation Notification’ to your device. Click ‘Continue’ to receive the push notification.

Once the push notification is received on the device, clicking on it will take you to the app login screen which will prompt you for your chosen biometric method or PIN.

On successful authentication you will be presented with a transaction to complete your login. Click the ‘blue check/confirmation button’. Then click ‘Yes ’on the approval message.

Once clicked, your web browser login process will complete.

Registering your device is strongly recommended as it reduces dependence on SMS OTPs as well as providing an extra layer of security for optimum protection.

If you would like to unregister your device, you could do so either in the ‘Manage Devices ‘in the online application or the ‘Manage my Devices’ in the mobile app.

Alert Delivery Settings and Set up Steps

Set up alerts for your online banking and mobile app experience to allow you to receive alerts for account balances, card activity and more.

  • To setup Alerts, follow the steps below:
  • Hover over ‘Alerts’ on the menu and selecting ‘Alert Delivery Settings’.
  • You are presented with options for ‘SMS’, ‘Push Notifications’ and ‘Email’ for your preferred method to receive alerts. For the push notification option, it will show your registered
  • Please note that some alerts are only possible throughspecific methods. To receive all alert types, enter the information for each. (This information is separate from your current banking details stored in the file.) - Click the ‘Save’ button.
  • Please note that you may be asked to enter a one-time password (OTP) which is sent to you via SMS; or if you have a registered device, you may be asked to authorise the transaction via a push notification sent to your registered device for you to the alert delivery

To manage what Alerts you receive, follow the steps below:

  • Hover over ‘Alerts’ on the menu and click on ‘Alert Setup’.
  • In here you will be able to confirm your preferred delivery setting per type of transaction as well as for specific account alerts to keep you on top of your
  • Simply check the box next to the transaction you wish to receive alerts for, then select your preferred method.
  • When you’ve configured your alerts to your preference, click ‘Save’.
  • You will be prompted with a confirmation screen to review your setting
    • Please note that you may be asked to enter a one-time password (OTP) which is sent to you via SMS; or if you have a registered device, you may be asked to authorise the transaction via a push notification sent to your registered device for you to.
  • To view all of your preferred alerts, follow the steps below:
  • Hove over ‘Alerts’ in the menu and click on ‘My Alerts’.
    • Please note that if you need to disable your notifications for any reason, you can do so by clicking the ‘Disable all my alerts’

Change Password

To change own password, follow the steps below:

  • Hover over ‘Self-Management’ in the menu and select ‘Change Password’.
  • Then enter current password, followed by the new password and confirm the new password before clicking ‘Submit’.
  • Review password change and click ‘Confirm’.

*Please note that the ‘Having trouble logging in?’ functionality is not available to Business Users.

Online Activity Steps

To view your online activity, follow the steps below:

  • Hover over ‘Self-Management’ in the menu and select ‘Online Activity’.
  • In here you’re able to see all of your online activity including transactions, logins and more.
  • You can also click on the ‘Show Filters’ button to search forspecific activity based on date, type of transaction and even transactions to a specific beneficiary.
  • Once you’ve entered your search criteria, click ‘Apply Filter’ to be presented with the relevant

Salary File Upload

To upload excel files to process salary payments, follow the steps below:

  • Hover over ‘Payment/Transfer’ in the menu list and select ‘File Upload’.
  • Select the ‘Browse’ option next to Select
  • Then, select the salary file you wish to upload from the directory.
  • Select the account you would like to debit from the ‘From Account’ drop down
  • Select the transaction date, if Salary is future dated.
  • Select ‘File Description’ and click ‘Upload Transaction File’ to view details of the file upload.
  • After verifying information, click ‘Confirm’ to upload file for validation.

*Please see ‘Transaction File Instructions’ on upload page for continued instructions after the file has been uploaded for validation.
*Please see Salary File csv file example below and refer to the description of each column.

 Salary Amount.  Beneficiary Routing Type.  Beneficiary Account Number  Beneficiary Account Type.  Beneficiary Name Beneficiary Description  Payment Information
 10001  10  111  CK Name 1 Id 1 Information 1
 500  2  22222  SV  Name 2 Id 2 Information 2

*Please note that the amount includes two decimal places, e.g. for $100.01 the amount entered should be 10001.
*Please note Makers will not be able to use this option until the Master user has set up a ‘File Type’ for upload.

Display Transaction File Status

To view the status of file uploads, follow the steps below:

  • Hover over ‘Transaction Status’ in the menu and select ‘Display Transaction File Status’.
  • From here, select ‘show filters’, you’ll be able to filter by date, file type and file status
  • Entered desired filter and selection ‘apply filters’ and results will be displayed.

Display Pending Transactions

To view a list of pending transactions, follow the steps below:

  • Hover over ‘Transaction Status’ in the menu and select ‘Display Pending’.
  • You will be presented with the list of pending
  • From here, you’ll be able to filter transactions by date, beneficiary name, account number, account type or approval
  • Once you’ve selected your filter, select the ‘Apply Filters’ button for your
  • Results will be displayed including date/time, transaction type, status and amount.

Beneficiaries File Upload Steps

Reduce time to create individual beneficiaries, upload a beneficiary file with all your beneficiaries by following the steps below:

  • Hover over ‘Self-Management’ and click on ‘Beneficiaries File Upload’ to upload a beneficiary file with all your
  • Select ‘File Description’ and click ‘Upload Beneficiaries File’ to view details of the file
  • After verifying information, click ‘Confirm’ to upload file.

Online Banking User Guide (Master Users)

Login

Login Details:

  • Click the ‘Online Banking’ login button on the Cayman National
  • Enter your existing ‘Username’, ‘Customer ID’ and ‘Password’.
  • You’ll then be prompted to set a unique preferred username and password, select your three security questions and provide answers to secure your online profile.

*Please note that you will be provided with one time passwords (OTPs) via SMS to enter where necessary in order to access your online profile and to complete transactions.

Create a New Master/Business User

You can set up your team of users using the four types of business user profiles to manager your business online banking activity:

Master Users

Depending on your organisational procedures for approvals in Online Banking, there are two types of access levels.

  • Super Master User – This profile allows the user to:
    • Create and manage the business user profiles,
    • Assign accounts, transaction types and daily limits to business
    • Create or manage ‘Authorisation Matrices’ (confirm Fluid name)
    • Manage Business Users Devices
    • View Online Activity of business users
  • Master User – allows you the same functionality as above but requires approval from another Master User, for organisations that require dual

Makers - This profile allows the users to initiate transactions from assigned accounts, for specified transaction types within allowed daily limits.

Authorisers (formerly referred to as Checkers) - This profile allows the user to authorise transactions from assigned accounts, for specified transaction types within allowed daily limits.

Manda – This profile allows the user to initiate and authorise transactions from assigned accounts, for specified transaction types within allowed daily limits.

Hover over ‘Self- Management’ in the menu and click on ‘User Management’ to create user profiles. To create a new user online profile, click on ‘+ New User’ then enter the requested information.

*Please note the mobile phone number must include the plus sign, the country code and then the number with no dashes or brackets, as seen above.

  • Please note upon creation of the New User, the User name will be temporary and require change once the User logs in for the first time to that
  • Next to ‘User Type’, click the dropdown list to select the appropriate You will have the options of ‘Master’ or ‘Business’. Select ‘Master’ to allow the user to provide administrative support only. Select ‘Business’ in order to create a Maker, Authoriser or a Maker & Authoriser. Once selected, check the appropriate box to assign the user role. Select ‘User can input new transactions’ for users that are Makers only. Select ‘User can authorise new transactions’ for users that are Authorisers only. Check both boxes for the user to be a Maker & Authoriser.

* Please note, if the user is a Authoriser or a Maker & Authoriser, you will be prompted to fill in Daily Limit for each transaction type, i.e. ‘Transfer Between Own Accounts’, ‘Electronic Funds Transfer’, ‘Bill Payment’, etc. Each transaction type has limits set by the Bank which you can set for the User profile.

  • Please note once you have set the User type, you are unable to modify once the User profile set up is
  • Click the ‘Create New User’ button to proceed to confirmation page to review the User profile for final
  • Once you have verified the User Profile has accurate information, click ‘Confirm’ to complete the User

Assign Accounts to New User

To assign accounts and transactions to the user, follow the steps below:

  • Please note, if your organisation requires dual control, another Master User will need to approve the creation of the user before assigning
  • Below the Assign Accounts to User, click the ‘Assign Accounts’
  • Here, you will be presented with your banking portfolio inclusive of: Chequing and Savings accounts, Fixed Deposits, Loans, and Credit
  • Next to ‘Select User’, ensure the correct User profile is
  • To provide the User with access to all of the banking portfolio click the checkbox on the top row next to ‘Accounts(X)’. If the User profile does not require access to all accounts, click on the specific accounts that the User should have access

* Please note, you can click on the check box for each category to select all accounts in that area, i.e. Chequing, Savings, Fixed Deposits, Loans and Credit Cards.

  • For each account selected, you can manage the ‘Access Level’ of the User The options presented are ‘No Restrictions’ or ‘Display Only’. The ‘No Restrictions’ option allows the user to view the account, complete transactions if they are a Maker, authorise payments if they are an Authoriser, and all the above if they are a Maker & Authoriser. The ‘Display Only’ option allows the user to view the accounts but they are unable to transact or authorise.
  • Select the appropriate accounts and Access Levels for the User profile and click ‘Submit’.
  • Once you have verified the User Profile has accurate information, click ‘Confirm’.

Assign Transaction Privileges to New Users

To assign transactions privileges, follow the steps below:

  • Once the new user has been created:
    • If your organisation requires dual control follow this

Hover over ‘Self-Management’ in the menu and click ‘Transaction Management’ and select the User profile from the dropdown list that you would like to assign transactions to.

  • If your organisation does not require dual control follow the step

Click on the ‘Transaction Management’ button below ‘Assign Transactions to User’.

  • In this area, you can select all transactions that you would like the User profile to have privileges (See ‘Assign Transactions’ page in the Online Banking platform for full list of available transactions)
  • Select the appropriate transactions for the User profile and click ‘Submit’.
  • Once you have verified the User Profile has accurate information, click ‘Confirm

*Please note, if your organisation requires dual control, another Master User will need approve the assigned the transactions.

Modify Users

To modify users, please follow the steps below:

  • Hover over ‘Self- Management’ in the menu and click on ‘User Management’ to modify user
  • To modify a user profile, click on the edit button (pencil icon) for that
  • On the Modify User screen, you can update the Users Contact information, ‘Status’ and Daily limits per transaction type.

*Please note the users ‘Status’ can be changed between Active and Inactive to enable and disable their online profile.
*Please note you are unable to modify the ‘User Type’.

  • Click the ‘Modify User’ button to proceed to confirmation page to review the User profile changes for final
  • Once you have verified the User profile changes are accurate, click ‘Confirm’ to complete the modification of the User

 *Please note, if your organisation requires dual control, another Master User will need to approve the modification of the User profile before changes are

 

Modify User Access to Accounts

To modify user access to account, please follow the steps below:

  • Hover over ‘Self-Management’ in the menu and click ‘Account Management’.
  • From the ‘Select User’ dropdown list, select the user you want to modify the account access levels
  • To change the User access to all of the banking portfolio click the checkbox on the top row next to ‘Accounts(X)’. If the User profile does not require access to all accounts, click on the specific accounts that the User should have access.

*Please note, you can click on the check box for each category to select all accounts in that area, i.e. Chequing, Savings, Fixed Deposits, Loans and Credit Cards

  • For each account selected, you can manage the ‘Access Level’ of the User The options presented are ‘No Restrictions’ or ‘Display Only’. The ‘No Restrictions’ option allows the user to view the account, complete transactions if they are a Maker, authorise payments if they are an Authoriser, and all the above if they are a Maker & Authoriser. The ‘Display Only’ option allows the user to view the accounts but they are unable to transact or authorise.
  • Select the appropriate accounts and Access Levels for the User profile and click ‘Submit’.
  • Once you have verified the User Profile has accurate information, click ‘Confirm’.

*Please note, if your organisation requires dual control, another Master User will need to approve the modification of the user accounts access

Modify User Transactions Privileges

To modify user transaction privileges, follow the steps below:

  • Hover over ‘Self-Management’ in the menu and click ‘Transaction Management’.
  • From the ‘Select User’ dropdown list, select the user you want to modify the transaction privileges
  • In this area, you can select all transactions that you would like the User profile to have privileges to. (See ‘Assign Transactions’ page in the Online Banking platform for full list of available transactions)
  • Select the appropriate transactions for the User profile and click ‘Submit’.
  • Once you have verified the User Profile has accurate information, click ‘Confirm’.

 *Please note, if your organisation requires dual control, another Master User will need to approve the modification of assigned the transactions.

Modify Online Banking Daily Limits for your Entire Organisation

To modify your organisation’s business online banking daily limits, follow the steps below:

  • Hover over ‘Self-Management’ in the menu and click ‘Daily Limits’.
  • Click the ‘Define my own limits’ checkbox to allow you to change the daily limits per transaction type.

*Please note that your Daily Limits cannot exceed the Bank’s limits.

  • Make the appropriate changes to the Daily Limits and click ‘Submit’.
  • Once you have verified the Daily Limits are accurate, click ‘Confirm’.

Modify Online Banking Daily Limits for Authorisers and Mandas

To modify a specific authorisers or manda’s daily limits, follow the steps below:

  • Hover over ‘Self-Management’ in the menu and click ‘User Management’.
  • Next, click on the edit button (pencil icon) for that
  • Make the appropriate changes to the Daily Limits and click ‘Submit’.
  • Once you have verified the Daily Limits are accurate, click ‘Confirm’.

 *Please note, if your organisation requires dual control, another Master User will need to approve the modification of the daily limits for that

Manage Authorisation Schema

The Authorisation Scheme functionality allows your organisation to configure your Business Online Banking to require one, two or three signatures in order to complete a request.

  • Single-level authorisation Schema – Requires only one authoriser to approve a
  • Two-level authorisation Schema – Requires two authorisers to approve a
  • Three-level authorisation Schema – Requires three authorisers to approve a

For each level of Authorisation Schema, there are different possible signature type combinations.

  • Single-level authorisation Schema – no signature type combinations
  • Two-level authorisation Schema – There are 4 possible signature type combinations
    • Case 1 – Type A and Type B o Case 2 – Type A and Type I o Case 3 – Type B and Type I o Case 4 – Type I
      • Note: Authorisers that have Type A or Type B:
        • Cannot authorise on their own
        • Cannot authorise with another authoriser of the same type I.e. Type A Authoriser cannot with another Type A Authoriser
      • Note: Authorisers that have Type I
        • Can authorise with any other type e. Type A and Type B
        • Can authorise on their
      • Three-level authorisation Schema – All three Types X Y and Z
        • Case 1 – Type X, Type Y, Type Z
          • Note: Authorisers that have Type X or Type Y or Type Z:
            • Cannot authorise on their own
            • Cannot authorise with another authoriser of the same type I.e. Type Y Authoriser cannot with another Type Y Authoriser
          • Master Users has the ability to change Authoriser Type group name e. Type A can be defined as Cayman 1

To modify your organisations business online banking Authorisation Schema, please follow the steps below:

  • Hover over ‘Self-Management’ in the menu and click ‘Setup Authorisation Schema’.
  • From the ‘Authorisation Schema’ dropdown list, select the appropriate Authorisation Schema and click ‘Submit’ to review and confirm.
  • Please note Authorisation Schemas cannot be changed if there are pending transactions for

Manage Signature Matrices

The Signature Matrices functionality allows your organisation to configure your authorisation rules for transactions based on amount, debit account and transaction type.

To create your organisation’s business online banking Signature Matrices, follow the steps below:

  • Hover over ‘Self-Management’ in the menu and click ‘Manage Signature Matrices’.
  • Select ‘Create Signature Matrix’ then select the transaction type from the dropdown list.
  • Select all accounts or the specific account the rule will apply
  • Select the Authoriser from the dropdown list along with their limit for
  • Select the Signature Type from the dropdown list. These will differ depending on your authorisation schema (as explained above).
  • Select ‘Add Row’ to add additional
  • Once all Authorisers have been added, select ‘Submit’.
  • Review the signature matrices and select ‘Confirm’

*Please note, if your organisation requires dual control, another Master User will need to approve the modification of assigned the transactions.

Mutually Excluded Authorisers

To create mutually excluded authorisers, follow the steps below:

  • Hover over ‘Self-Management’ in the menu and click ‘Mutually Excluded Authorisers’.
  • Select ‘New Group’ then enter a name by Group
  • Select the Authorisers to be excluded from the list provided and drag into the box directly to the right.
  • Select ‘Submit’ once all Authorisers are in the
  • Review group name and excluded Authorisers then select ‘Confirm’.

*Please note, if your organisation requires dual control

Pending Transactions/Approving Transactions

To access pending transactions, follow the steps below:

  • Hover over ‘Transaction Status’ and select ‘Display Pending’. Alternatively, on your dashboard page, you can select the ‘View Pending Transactions’ button on the right side under ‘Pending Transaction’ if any pending transactions are
  • On the ‘List Pending’ page, you will see a list of pending transactions for
  • From here, you’ll be able to filter transactions by date, beneficiary name, account number, account type or approval
  • Select the check mark next to the transaction to approve or select the ‘X’ to

Alternatively, you may select multiple transactions using the tick boxes and then selecting the ‘Approve’/‘Reject’ button below.

  • Review and confirm the authorisations and select ‘Confirm’.

View Job Notifications

To access job notifications, follow the steps below:

  • Hover over ‘Transaction Status’ in the menu and select ‘View Job Notifications’.
  • You may filter the results by selecting ‘Show filters’.
  • Once the filters have been inputted, select ‘Apply Filters’.

Manage User Devices

To manage user’s registered devices, follow the steps below:

  • Hover over ‘Self-Management’ in the menu and select ‘Manage User Devices’.
  • Select the user from the dropdown list to see registered device.
  • You can unregister a user’s device by clicking the ‘X’

Automatic File Upload Setup

To set up automatic file upload, follow the steps below:

  • Hover over ‘Self-Management’ in the menu and select ‘Automatic File Upload Setup’.
  • Select ‘Create New File’ from the dropdown list for first time salary file uploads
  • Then, next to ‘File Setup Name’, enter the name of the file, and select ‘Save’.
  • Review and then select ‘Confirm’.

* Please note if you would like to change the name of the file, click ‘Edit Existing File’ from the dropdown list and enter the new file name next to the ‘File Setup Name’

Change Password

To change own password, follow the steps below:

  • Hover over ‘Self-Management’ in the menu and select ‘Change Password’.
  • Then enter current password, followed by the new password and confirm the new password before clicking ‘Submit’.
  • Review password change and click ‘Confirm’.

* Please note that the ‘Having trouble logging in?’ functionality is not available to Business Users.

To reset another user’s password, follow the steps below:

  • Hover over ‘Self-Management’ in the menu and select ‘User Management’.
  • Find the user on the list, select ‘Reset Password’ next to the user’s name, and click ‘Confirm’.

Online Activity

To access your online activity, follow the steps below:

  • Hover over ‘Self-Management’ in the menu and select ‘Online Activity’.
  • Here, you are able to see all online activity including transactions, logins and more initiated by all
  • You can also click on the ‘Show Filters’ button to search for specific activity based on a user, date, type of transaction and even transactions to a specific
  • Once you have entered your search criteria, click ‘Apply Filter’ to be presented with the relevant

Alerts

To manage users alerts delivery settings, follow the steps below:

  • Hover over ‘Alerts’ in the menu and select ‘User Alert Delivery Settings’.
  • Select the user from the dropdown list.
  • Select the text box next to the preferred delivery type (SMS, Push Notification or Email), enter the required information, and then select the ‘Save’
  • Once you have reviewed the delivery settings, select ‘Confirm’.

Secure Message

To create a secure message or view your inbox, follow the steps below:

  • Select the envelope icon in the top right hand corner.
  • To create a new message, select ‘New Message’.
  • Select the appropriate topic from the dropdown list and input your own
  • Next, insert your message in the message body.
  • To add an attachment, select the ‘Browse’ button to select a file to be
  • Click ‘Send’ to send the secure
  • Review and click ‘Confirm’.

Business Online Banking

How do I login to the new Cayman National Online Banking as an existing user?

To login to our new Online Banking platform, follow the steps below.

  1. Please enter your existing username, customer ID and password on the login page.
  2. Next, you will be prompted to set a unique preferred username and password, select your three security questions, and provide answers to secure your online profile.

*Please note that you will be provided with one-time passwords (OTPs) via SMS to enter where necessary in order to access your online profile.

How do I login to the new Cayman National Online Banking as a new user?

To login to our new Online Banking platform, follow the steps below.

  1. Please enter your temporary username received via email, and temporary password received via SMS on the login page.
  2. Next, you will be prompted to set a unique preferred username and password to secure your online profile.

*Please note that you will be provided with one-time passwords (OTPs) via SMS to enter where necessary in order to access your online profile.

What If I am not an existing Online Banking user?

If you have not signed up for Cayman National’s Business Online Banking access, please complete the Business Online Banking Application and visit one of our Customer Service Centers to submit it for processing. Once processed, you will receive your temporary username via email and temporary password via SMS.

How do I download the Mobile App?

Visit the App Store if you have an iOS device, or the Play Store if you have an Android device, to download the Cayman National Mobile App today.

*Please note that users will experience slight differences between the design of the iOS (Apple) and Android (Samsung) devices in the mobile app. For guidance on transactions, please refer to our tutorials. 

What is a Master User?

A Master User, formerly referred to as ‘Administrator’, is a user that performs administrative configurations allowing business users to transact and authorise activity on behalf of their business. The two access levels for masters users: Super Master User, and Master User.

  • Super Master User – This profile allows the user to:
    • Create and manage the business user profiles,
    • Assign accounts, transaction types and daily limits to business users.
    • Create or manage ‘Authorisation Matrices’ (confirm Fluid name)
    • Manage Business Users Devices
    • View Online Activity of business users
       
  • Master User – allows you the same functionality as above but requires approval from another Master User, for organisations that require dual control.

What are the different Business Users?

A Business User is a user that can transact and/or authorise activity in the Business Online Banking profile on behalf of their business. There are three types of business users: Maker, Authorisor, and Maker & Authorisor referred to as ‘Mandas’.

  • Makers - This profile allows the users to initiate transactions from assigned accounts, for specified transaction types within allowed daily limits.
  • Authorisers (formerly referred to as Checkers) - This profile allows the user to authorise transactions from assigned accounts, for specified transaction types within allowed daily limits.
  • Manda – This profile allows the user to initiate and authorise transactions from assigned accounts, for specified transaction types within allowed daily limits.

What are one-time passwords (OTPs)?

A one-time password (OTP) is used to verify a user’s identity to complete one login session or transaction in our online banking and mobile app platforms. These OTPs are shared via SMS.

I have tried logging in but have not received a one-time password (OTP). What do I do?

If you have not received a one-time password via SMS, please contact our Customer Support Team by calling (345) 949-4655/(345) 949-8300 or emailing cnb@caymannational.com for help.

Why should you register my device?

Once your device is registered to our Online Banking platform, you will have easier access to your account with extra security. Registering your device(s) provides you with push notifications to your mobile device(s), replacing one-time passwords (OTPs) for logins and some transactions. This is also ideal for travel scenarios where you will rely on WiFi rather than your mobile data to receive OTPs via SMS. This means that you will not incur roaming fees from your network provider.

Will I need to answer security questions?

You are not required to answer security questions at each login, however, you will be prompted with security questions if you forget your password or if you would like to change your password. 

Why are there duplicate beneficiaries?

In our previous Online Banking platform, your beneficiaries were shared across transaction types. For example, if you create a beneficiary under Third Party Transfer, the beneficiary will also be available under Local Bank Draft.

You may have noticed duplication of beneficiaries once you have selected ‘Manage Beneficiaries’ in our new Online Banking platform. This is because your beneficiaries are now specific to transaction types. During the upgrade, your beneficiaries were created for each transaction type that they were previously used for in the old Online Banking platform. Due to this change, you may now have one beneficiary duplicated for various transaction types. For example, one beneficiary may appear as an International Wire Transfer and International Bank Draft, containing the same account details of your intended recipient for both. 

Why am I unable to see pending transactions?

Please note that pending transactions expire after 24 hours. In order to view the pending transaction, click the Pending Transactions menu item under Transaction Status, and fill in the appropriate information in order to search for that transaction. Once you have found the transaction, you may click the magnifying glass icon to view details. To reschedule the transaction click the Reschedule button, then approve or reject the transaction.

I have created a new savings/chequing/fixed deposit account. Why am I unable to view this in my online banking portfolio?

In order to view new accounts created in the online banking platform, you will need to contact the Bank to update your viewing/full access details. This can be completed by sending a secure message via your Online Banking (desktop) profile, or by emailing cnb@caymannational.com.

What is different about International Wires process?

You will no longer receive call-back confirmations from the Customer Support team for International Wire Transfers. However, you are now required to provide Beneficiary Address details. 

If the Beneficiary’s Bank SWIFT Code provided to you only contains 8 characters (ex: BARCGB22), please add three X’s at the end of the Bank SWIFT Code for it to appear as 11 characters to be accepted by the system. Your final Bank SWIFT Code should look like ‘BARCGB22XXX’.

I would like step by steps guidance on how to complete transactions via the new Online Banking and Mobile App. Where can I view user guide details?

Please click the User Guide link on the Online Banking page to access transactions specific guidance for both the Online Banking and Mobile App. Additionally, short tutorial overview videos have been developed for our new Online Banking and Mobile App.

I am having difficulties with the online banking/mobile app. Who do I contact for help?

If you are experiencing difficulties logging in, please contact our Customer Support Team by calling (345) 949-4655/(345) 949-8300 or emailing cnb@caymannational.com for help.