FAQ: Business Online Banking | Pinnacle Financial Partners
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FAQ: Business Online Banking

General Questions

How do I log in the first time?

The first time you log into the new Online Banking system, you will need to do so through PNFP.com or MyPinnacle.com, either on a computer or through a mobile web browser. There is a version of the new system optimized for mobile browsers. You will use your current online banking username as the Access ID. Your temporary password will be your username plus the last four digits of your company's Tax ID number.

Example:
Username/Access ID: AcmeAdmin
Password: AcmeAdmin1234

The system will ask you to accept the new Online Banking Agreement, set up your security questions and reset your password. These can only be done through a computer or mobile browser, not through the mobile app.


I'm having trouble logging in for the first time. What should I do?

Here are some questions you can answer to find the likely trouble spot.

  • Are you using the temporary password we provided? Remember that your temporary password will be your username plus the last four digits of your social security number (for personal banking) or your company's Tax ID number (for small business banking).
    • Examples:
      Username/Access ID: JohnDoe
      Password: JohnDoe1234
      Username/Access ID: AcmeAdmin
      Password: AcmeAdmin1234
  • Are you logging in from a web browser? The first time you log in, you must do so in a web browser, not the mobile app.
  • Your online banking login credentials are case sensitive. Are you entering your Access ID and password exactly as they should be, including capital vs. lower case letters?
  • Did you get an email notice about adding an exclamation point (!) to your Access ID? Some IDs encountered conflicts and had to be modified at conversion by adding a ! to the end. 

If you still have trouble after answering these questions, please call our treasury management support team at 855-282-8655.


Will my accounts automatically convert to the new Online Banking system?

You will have access to all the same accounts you do now, all with the same account nicknames. Your user roles and permissions will also automatically convert to the new system. 


Will I still have access to my account history?

Yes, 24 months of previous activity available to view.


What are the browser requirements for the new Online Banking system?

Supported browsers include:

  • Internet Explorer, 11 (though it should not be used in compatibility mode)
  • Microsoft Edge
  • Apple Safari 11 and newer
  • Google Chrome 7.1 and newer
  • Mozilla Firefox, 64 and newer

Will I need to download a new mobile app?

Yes, we will offer two separate apps: one for personal banking and one for business banking. They are both available for download right now, but you will be unable to use it until Nov. 12 when we convert your account to the new system. The first time you log into the new Online Banking system, you will need to do so through the website, either on a computer or through a mobile web browser. There is a version of the new system optimized for mobile browsers, and text banking will still be available.


Can I view both my personal and my business accounts in the same system?

Yes, and you can also view your Pinnacle credit cards.


How can I learn how to use the new Online Banking system?

You will have many opportunities and different ways to learn, including on this website. As we get closer to Nov. 12, instructional guides, videos and other training materials will be available at MyPinnacle.com/Training. Your treasury management advisor can also help you learn the system, and a dedicated support team is available to answer questions at 855-282-8655.


Will anything not be automatically transferred into the new Online Banking system?

Your password will not be converted to the new system. You will be given a temporary password prior to conversion that you will use the first time you log in. The system will immediately prompt you to choose a new one.

Any alerts you have set up on your account, like low balance or transaction alerts, will not convert and can easily be set up again in the new system. Likewise, eBills will need to be reconnected within the Bill Pay feature of the new system, which is a simple process.

Wire beneficiaries will convert, but some of the information associated with them, like addresses, may not. Before sending any wires in the new Online Banking system, please double check to be sure all necessary information is in the system.


What security features are available in the new Online Banking system?

We use the highest standard of Secure Socket Layer (SSL) encryption available to prevent thieves from accessing your banking data.

The new system uses the same username and password system you’re used to and also includes security questions. Once you successfully log in, we remember your computer. If we don’t recognize the computer trying to access your accounts – say you logged in from work or removed cookies from your existing web browser – we’ll require a correct answer to your challenge questions before allowing access. Once you’re logged in, the system will automatically log you out after 15 minutes of inactivity.

For additional services, like wire and ACH transactions, you will continue to use a token for additional authentication. See more about tokens in the ACH and Wire sections of the FAQ.


Will my fees change?

No.


Do my account agreements change?

You will accept a new online banking agreement the first time you log into the new Online Banking system. It is very similar to the current agreement you agreed to.

Your treasury agreements are not changing.


Can I choose what accounts I see? How many?

All of your accounts will be available to view in the new Online Banking system. You can choose to view them all in the same place, set up favorites and sort alphabetically or by balance.


How do I add a new account in the new Online Banking system?

You can call or email the same people you do today, including your financial advisor, their assistant or your treasury management advisor.


eStatements

I currently use eStatements. Will they continue?

Yes, you will continue to receive eStatements. Viewed online, you will have access to two full years of statements. You can sort items from within the eStatement and see versions that look just like your print statements.


Can I receive electronic notices?

Yes. Our system includes electronic notices. However, while you can opt out of mailed statements, you will receive all notices by mail in addition to the electronic versions.  


How do I view my statement?

There is a tab at the top labeled "Statements & Notices" where you can view your statements.


How do I sign up for eStatements?

Click the Statements & Notices tab in online banking. You can select "Delivery Preferences" and select which accounts you would like to receive electronically or via mail.


Mobile Banking

Will I need to download a new mobile app?

Yes, we will offer two separate apps: one for personal banking and one for business banking. They are both available for download in the Apple App Store and Google Play Store right now, but you will be unable to use it until Nov. 12 when we convert your account to the new system. The first time you log into the new Online Banking system, you will need to do so through the website, either on a computer or through a mobile web browser. There is a version of the new system optimized for mobile browsers, and text banking will still be available.

For Personal Finance:

  • Android users can click here or visit Google Play to download the Android app. 
  • Apple iPhone users can click here or visit the Apple iTunes App Store to download the iPhone app.
  • iPad users can click here or visit the Apple iTunes App Store to download the version designed specifically for iPads.

For Business Finance:

  • Android users can click here or visit Google Play to download the Android app. 
  • Apple iPhone users can click here or visit the Apple iTunes App Store to download the iPhone app. 
  • iPad users can click here or visit the Apple iTunes App Store to download the version designed specifically for iPads. 

Will I still have access to a mobile optimized site?

Yes, there is a version of the new system optimized for mobile browsers.


Does Pinnacle offer text banking?

Yes.


Will my mobile deposit permissions and limits carry over?

Yes, and you will have at least the same amount you have today. View our This FAQ can answer further questions about mobile deposit.


Can I approve wires in the mobile app?

Yes.


Can I do business bill pay in the mobile app?

That feature is not currently available in the Pinnacle Online Banking app.


Transfers

Will my recurring and scheduled transfers in online banking convert?

Yes.


Can I transfer from one account to many or from many to one in Pinnacle's online banking?

Yes.


Can I transfer funds between my personal and business accounts?

Yes. If you have that ability today, it will continue.


Can I transfer from a line of credit?

Yes. If you have that ability today, it will continue.


Can I transfer funds to accounts at other financial institutions?

Personal clients can register an account at another financial intuition for a feature called External Transfers. Once you link the accounts, you can transfer from your Pinnacle account.

This feature is not available for business clients.


Wires

Do I still need a token to access wires and ACH? Will I get a new one?

When logging into the new Online Banking system, you will not need an additional token. You can use your current token to validate both ACH and wire transfers.


Will my wire templates still be available?

Yes, they will convert to the new Online Banking system. However, some of the information associated with your beneficiaries, like addresses, may not convert. Before sending any wires in the new Online Banking system, please double check to be sure all necessary information is in the system.


Are the wire cutoff times the same?

Yes.


Does the system support dual control?

Yes. 


How will wire transfers be processed during the transition?

Wires schedule prior to 5:30 p.m. ET on Friday, Nov. 8 will be sent. Any wires to be sent on or after Nov. 12 will need to be scheduled in the new Online Banking system on or after Nov. 12.


How do my new users get a token?

You can add a user and assign privileges by yourself, but you will need to call or email your financial or treasury management advisor to get them a token.


What other changes should I prepare for?

When you enter a bank routing number, the new Online Banking system will not prefill the bank’s information, like address and phone number. We are working with the service provider to add this feature in the future.


ACH

Do I still need a token to access wires and ACH? Will I get a new one?

When logging into the new Online Banking system, you will not need an additional token. You can use your current token to validate both ACH and wire transfers.


How will my ACH files and payments be processed during the transition?

Any batches initiated prior to 7 p.m. ET on Friday, Nov. 8 will be sent according to their scheduled date. From that point until 6 a.m. on Tuesday, Nov. 12, the system will be in “view only” mode, which means you can see your information but actions will be unavailable. When the system comes back up after 6 a.m. on Nov. 12, you can log into the new system and submit a file.

Remember that Monday, Nov. 11 is Veterans Day, and the bank will be closed as it normally is for federal holidays.


Will ACH pickups be the same?

Your ACH batches are currently picked up once per day, which means you have opportunities throughout the day to go in and edit your batches before they are picked up. The new system will pick up ACH batches multiple times each day. In addition, same-day ACH is available if you initiate before 1 p.m. ET.

Keep in mind, you will have a shorter window of time to make edits before a batch is picked up. To account for this change, make certain your batches are correct and ready to go before initiating because you may not have the opportunities to go back and edit them.

You will receive notifications to tell you if a batch has been picked up. If you have notifications turned off, you can see pickups in the Bank Collection Pickup report through your report manager.


Does the system support dual control?

Yes, and all user rights will be converted.


What methods can I use to create an ACH in the new Online Banking system?

You can upload a CSV file, a NACHA file or do manual entry.


Will my ACH limits stay the same?

Yes.


Will I still contact the bank if I need to initiate an ACH Reversal?

Yes, you will continue to contact your treasury management advisor or call our treasury support team at 855-282-8655.


How do I add users in the ACH system?

Instead of adding users yourself, you will contact your treasury management advisor to submit a form we will use to add new users. We will also send a token and instructions for how to use it.


Bill Pay

Will my bill payment history still be viewable?

Yes. 12 months of bill payment history will be available in the new Online Banking system. Going forward, your history will build up to 24 months.

However, a few payees in Bill Pay – somewhere around 4 percent – will not convert to the new system. Most clients will have all payees convert. Some may have a few that need to be re-established. Bill payment history for those few payees will not be available in the new system.


How do I know how or when a payment is delivered?

Once a bill is scheduled, you can verify that a payment has been made by clicking on the payment amount and reviewing the processed date and the method of payment.


I currently use Online Bill Pay. Will my payees and eBills transfer to the new system?

Your eBills will need to be reconnected, which is a simple process. If you are an administrator, you will also need to grant access to any other Bill Pay users at your company. Payees will be transferred, with a few exceptions.

  • There will be a brief period before conversion when we ask you not to add new payees. If you add payees between noon ET on Monday, Nov. 4 and 6 a.m. ET on Tuesday, Nov. 12, they will not convert to the new system.
  • Almost all payees will convert to the new system, but a few clients may have some that need to be re-established. You have a few options:
    • Electronic person-to-person payees will not convert. You can set up these payees to receive a check instead of electronic payment via business bill pay, or you can set them up with ACH electronic payments. To learn how to do that, contact our treasury management team at 855-282-8655. 
    • Some bank-to-bank transfers will not convert. You can set them up with for wire transfers, ACH electronic payments or re-establish them in the new system by setting up a new external transfer account. Contact our treasury management team at 855-282-8655 to find the best option for these payees.
  • When you log into the new system, please review all payees that convert to ensure the information is correct. The names displayed may be slightly different, so also be sure to verify that a payee was not converted before attempting to re-establish.

Will my bank to bank transfers be converted?

Some bank to bank transfers will not convert. You can set them up with for wire transfers, ACH electronic payments or re-establish them in the new system by setting up a new external transfer account. Contact our treasury management team at 855-282-8655 to find the best option for these payees.

**Please verify that a transfer account was not converted before attempting to re-establish.**


Will my bill payments process during the conversion?

Here’s how your scheduled payments will work:

  • All payments scheduled prior to noon ET on Monday, Nov. 4 for payment at a later time and date will convert and occur as scheduled through the transition. 
  • Payments scheduled after noon ET on Monday, Nov. 4 for payment after Nov. 8 will not occur and will need to be re-established on Tuesday, Nov. 12.

Will recurring payments convert and continue to be made?

Yes, though there will be a brief period prior to conversion when we ask you not to add new recurring payments. If you add recurring payments between 12 p.m. ET on Monday, Nov. 4 and 6 a.m. ET on Tuesday, Nov. 12, they will not convert to the new system.

However, a few payees in Bill Pay – somewhere around 4 percent – will not convert to the new system. Recurring payments for those few will not convert to the new system.


How do user permissions work in bill pay?

If a user has access to bill pay, they will have access to all the same accounts in the new system. Account owners can set up new users quickly and easily with varying levels of access. Read this to find out how.