FREQUENTLY ASKED QUESTIONS:
CITY NATIONAL VISA® COMMERCIAL PREPAID CARD ONLINE

  1. What are the features and benefits of City National Visa Commercial Prepaid Cards and Commercial Prepaid Card Online?

    With City National Visa Commercial Prepaid Cards and Commercial Prepaid Card Online, businesses can issue and manage reloadable Visa debit cards for employees and authorized users to use instead of or in addition to petty cash and/or business credit, purchasing or travel and entertainment (T&E) cards.

    Commercial Prepaid Cards can be used everywhere Visa debit cards are accepted, for purchases and to get cash at ATMs.*

    Conveniently and securely manage your account and issued cards through Commercial Prepaid Card Online , which offers transparent online administration, transaction management and reporting.

    *Cash withdrawals are available at ATMs that participate in the networks indicated on the prepaid card, and are subject to daily or monthly limits as to transaction number and amount. Additionally, withdrawals and transactions made at non-City National Bank ATMs are subject to fees and/or charges imposed by the ATM operator.

  2. What can I do in Commercial Prepaid Card Online?

    • Place orders for single or multiple personalized cards
    • Load a single or multiple cards with funds from the Virtual Account
    • Remove funds from cards and transfer them back to the Virtual Account
    • View card balances and transaction details
    • Generate account and card activity reports
    • Change card status (e.g., block or close a card)
  3. What account services can I perform using Commercial Prepaid Card Online?

    • Manage profile information and billing and shipping details
    • Change account password
    • Update cardholder information
  4. What is a Virtual Account?

    A Virtual Account is an account where the funds for loading and unloading (i.e., funding and removing funds from) cards are held. This account will need to be funded from a City National Bank (CNB) demand deposit account (DDA).

  5. How do I fund the Virtual Account?

    The Virtual Account can be funded via ACH by visiting the Manage Funds menu option and selecting Bank Account as the funding source. Funds will be taken from the CNB DDA specified on your Commercial Prepaid Page 2 of 3

    Card enrollment form. It may take up to five (5) business days for funds to be available in your Virtual Account.

  6. How do I load cards with funds?

    To load one or more cards with funds from your Virtual Account, click on the Manage Funds menu option and select the card(s) you wish to load. Enter the dollar amount for each card and proceed. Once completed, a confirmation page with the total amount loaded will be displayed.

  7. How do I remove funds from cards?

    To remove funds from one or more cards and move funds back to the Virtual Account, click on the Manage Funds menu option and select the card(s) from which you wish to remove funds. Enter the dollar amount for each card with a negative sign (-) and proceed. The funds will be deducted from the specified card(s) and credited to the Virtual Account.

  8. When transferring funds from the Virtual Account to a card, when will the funds be available on the card?

    Funds transferred from the Virtual Account to a card are immediately available.

  9. What is the difference between a card's Available Balance and Ledger Balance?

    The Available Balance is the amount on the card that can be used to make a purchases and/or withdrawals. This takes into account any authorized transactions that are pending. The Ledger Balance reflects only those transactions which have posted to the card, and does not take into account authorized transactions that are pending.

  10. What is the custom message field in the Order Cards menu?

    The custom message field is a free-form field that can be used to enter customized text. The information entered in this field will be embossed on the card, as the second line, under cardholder name. This field is typically used for company name.

  11. How do I determine the status of a card order I placed?

    An email notification is generated each time a card order is placed, and provides a summary of the order, the number of cards to be processed, and, if applicable, the number of cards that failed during processing. If you see a number greater than zero next to the number of cards that failed during processing, there was an issue with the order and the failed cards will not be generated.

  12. What are the reasons for a failed card order?

    A card order can fail for a number of reasons, such as system issues, incorrect information entered for the order, duplicate Social Security Numbers entered for cards, and other reasons that require investigation. If your order notification email indicates that your order, or certain cards in your order, failed during processing, please contact the client support line at (800) 914-2090, Monday through Friday, between 8:00 a.m. and 5:00 p.m. Pacific Time.

  13. Can I use the card internationally?

    No, Commercial Prepaid Cards cannot be used internationally or at merchants that do not transact in U.S. dollars, including online merchants.

  14. What reporting is available through Commercial Prepaid Card Online?

    You can generate and download a Transactions History Detail report with all activity at the program level, which includes the Virtual Account and all cards issued under the program. To generate a Transactions History Detail report:

    • From the Reports menu option, select Transactions History Detail
    • Specify the date or date range for the report
    • Under Response Code, make sure the code is set to 00 to exclude declines and preauthorizations
    • Select your desired report output (Microsoft Excel, Microsoft Word, Adobe PDF, Java, or HTML
  15. Who do I contact if I have questions or need assistance with Commercial Prepaid Card Online?

    Please call client support at (800) 914-2090, Monday through Friday, between 8:00 a.m. and 5:00 p.m. Pacific Time.

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When you log in , you will be directed to i2c’s site. The Terms and Conditions, privacy, security and accessibility standards as set forth by i2c will apply. The i2c site is not within the control of City National Bank (CNB) and may not follow the same privacy, security, or accessibility standards as CNB. City National Bank does not endorse or guarantee any service from the third party site, and is not responsible for the security, content or availability of any third party sites, or their partners.