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Online Banking FAQs
Getting Started
What if I have more questions or need additional assistance with my Online Banking?
Many of your questions can be answered by using the online "Help" feature. From within Online Banking, just click on the "Help" link at the bottom of any Online Banking page. If you are using Online Banking through Quicken®, please contact the software provider.
If you can't find the answer here, you can call Online Banking Customer Service at 800-986-2265. This service is available: Monday through Friday 8:00 a.m. – 8:00 p.m. (CT) and Saturday 8:00 a.m. – 4:00 p.m. Or, you can ask your questions by sending a secure message from within Online Banking.
If you can't find the answer here, you can call Online Banking Customer Service at 800-986-2265. This service is available: Monday through Friday 8:00 a.m. – 8:00 p.m. (CT) and Saturday 8:00 a.m. – 4:00 p.m. Or, you can ask your questions by sending a secure message from within Online Banking.
Where can I access the Online Banking Terms and Conditions?
Just click below or click the link on any page in the Online Services section of our site to review or print the Online Banking Terms and Conditions. These Terms and Conditions contain many details about our Online Services as well as information regarding important legal matters. If you would like a printed copy mailed to you, please contact Online Banking Customer Service by calling 800-986-2265 or by sending a secure message from within Online Banking or through standard internet email to mymoney@commercebank.com. (To send an email that contains confidential information, please visit the Secure Message Center where there are additional instructions about whether to use Secure Email or Online Banking messaging.)
Can I activate Online Banking if I don't live in the United States?
Yes. Commerce Bank customers may activate Online Banking through the Internet regardless of their mailing address. Unfortunately, customers with a foreign address are not able to enroll in Online Bill Pay or Online Banking through Quicken®.
When attempting to log in, I receive a message that cookies must be enabled. What do I need to do?
Websites store information in a small text file on your computer called a cookie. When attempting to log in, if you receive a message that cookies must be enabled, and you have verified that cookies are enabled in your browser settings, please check to be sure that the date displayed on your computer is today's date. If the date is incorrect, please adjust your computer settings to correct the date, and attempt to log in again (Instructions on changing your computer settings can be found in your computer's Help file).
What are the fees for Online Banking?
The fees for Online Banking are based on the method of access and the services you select.
| Through the internet and Mobile Banking (www.commercebank.com) | Through Quicken® | |
| Online Banking | FREE for all account types | Free with a CommerceRelationship checking account.
Other accounts: $3.00 per month for up to 8 online sessions; $0.35 for each additional session. |
| Online Bill Pay | FREE for all account types | Free with
a CommerceRelationship checking account.* Other accounts (includes Online Banking Plus Online Bill Pay): First two months free, then $9.95 per month for up to 20 bill payments. Each additional payment is $.60. |
| *One free Online Bill Pay account per CommerceRelationship household. |
What browsers does Online Banking support?
Customers can access Online Banking with the current or previous two versions of the following browsers:
Windows®
Windows®
- Google Chrome®
- Mozilla Firefox®
- Microsoft Edge®
- Google Chrome®
- Mozilla Firefox®
- Apple Safari®
How do I activate Online and Mobile Banking?
Simply go to the Online Banking page and choose either "Activate Online Banking" for Online Banking through the internet (www.commercebank.com) or click "Use Quicken® to Manage Your Online Banking Accounts" for Online Banking through Quicken®. Once you have activated Online Banking, you’ll be ready to use our Commerce Bank Mobile App too. Download our app mobile app by visiting the App Store on you iPhone®, or Google Play on your Android™ device, and search for "Commerce Bank."
What are the two methods of access?
We offer Online Banking Services through www.commercebank.com and through your personal financial management software (PFM), including Quicken®.
What can I do with Online Banking?
Online Banking is the quick, easy, secure and smart way to manage your money. With Online Banking, you can:
- Check your account balances and review your transactions
- Transfer funds between accounts at Commerce or other banks and send money to family or friends using just their email address
- Bank on the go with Mobile Banking
- Pay bills online — free
- Manage your accounts with Alerts
- Temporarily lock your credit or debit card
- Export your banking information to your personal financial management software, such as Quicken®
- Communicate with Commerce Bank Customer Service via secure email
- Nickname your accounts
- View up to 7 years of statements and checks from the last six months
Password Requirement
Do I need to change my Customer ID when I change my password?
If you have forgotten your password, click on "Forgot your password" from the Online Banking log in page. You will then be asked to confirm your personal identifiable information that we have on file. Please provide the information that is requested and click "Continue." Once the information is verified, you will be given the opportunity to choose a new password.
How do I change my password and Customer ID?
You may change your password and Customer ID through Online Banking by clicking "My Profile" under "Customer Service", then "Password or Customer ID". You will be asked to verify your current password or Customer ID and to select a new password or Customer ID. As you select a new password or Customer ID, please refer to the guidelines above.
Why should you change your password at least annually?
Commerce Bank takes a layered approach in protecting your information, and passwords are a critical component to protecting your accounts. Given evolving cyber security threats, online customers should utilize stronger password practices, including using more complex passwords, and changing passwords more frequently.
How do I choose a secure Customer ID and password?
For your protection, please keep the following guidelines in mind as you select a Customer ID or password for Online Banking through the internet:
- Customer ID Requirements: Your Customer ID must be between 6 and 32 characters. It should include both letters and numbers. It is not case sensitive. It may not contain special characters, and it cannot be the same as your password.
- Password Requirements: Your password must be between 8 and 32 characters. It is case sensitive, and must contain a mixture of lower-case letters, upper-case letters, at least one number and at least one of the following special characters: - ' . , @ : ? ! ( ) $ \ / % ^ * + | { } [ ] ~ ` # .
- Additional password recommendations:
- To increase the security of your Online Banking, your password must not contain any letter or number repeated 3 or more times consecutively, such as AAA or 111.
- It should not include any part of your name or initials or any four consecutive numbers of your Social Security number, phone number or address.
- Do not use common words, or words that can be found in the dictionary.
- Do not write down your password or share it with others.
- Use passwords that are easy for you to remember, but difficult for anyone else to guess. Personal information such as your birthdate, address, or child’s name can easily be discovered by anyone who knows you or has access to your wallet.
- Try using a favorite sport or hobby to create a "passphrase" – a password made up of several words, such as "I enjoy baseball" can be "IEnj0iB@s3ba11".
- Or, think of a phrase you like and convert it to a password by using the first letter of each word (as well as numbers) and mixing upper- and lower-case and special characters. Such as "My cat Fluffy is two years old", so your password could be "McFi2YO."
- Use different passwords for different systems. That way, if one becomes compromised, the others remain secure.
- Change your password periodically. Security sites recommend your password be changed every 30-60 days.
What if I still need help with my password?
Contact Online Banking Customer Service by calling 800-986-2265. Password resets are available anytime by calling 800-986-2265 and selecting Option 1.
My Account Information
How frequently is my account information updated?
Your pending transactions are updated in real time. These include transactions made at a Commerce ATM, in the teller line, and for certain Visa® Debit Card transactions. Your account information ("Account Detail" and "Current Balance") is updated every business day from the transactions that have cleared your account the previous day. Your "Available Balance" is the portion of your balance that is immediately available for use.
Can I access my Commerce Bank business accounts through Online Banking?
Yes, if you're a Small Business owner, simply activate Small Business Online Banking. You may be able to view your business and personal accounts in the same place. Some restrictions apply; please see Small Business Online Banking for more details.
What kind of accounts can I view with Online Banking?
Online Banking provides access to your Commerce Bank checking, savings, and money market accounts, certificates of deposit and Individual Retirement Accounts, as well as your Commerce Bank Visa® or Mastercard® credit card accounts, personal loans and lines of credit, mySpending Cards® and Health Services Financing® (HSF®) Accounts. If you have already activated Small Business Online Banking, you may be able to see your personal and small business accounts together. Some restrictions apply, please see Small Business Online Banking for more details.
Note: Only checking accounts are eligible for Online Bill Pay.
Note: Only checking accounts are eligible for Online Bill Pay.
How is my financial information protected?
Protecting the privacy and security of your confidential financial information is a top priority. Online Banking uses
security levels with end-to-end encryption. Like an ATM "PIN", your accounts are protected with a Customer ID
and Password which you should not write down or disclose to anyone. To gain a greater level of protection, we
recommend changing your Customer ID and Password on a regular basis. Only you should know your private
Customer ID and Password, so you can help protect your data. Your Customer ID and Password are NOT known
to your internet service provider or to Commerce Bank.
How do I change my email or mailing address?
You may change your email address, mailing address and phone number in the "My Profile" section of "Customer Service" inside of Online Banking. You'll need to change your email address in Online Bill Pay as well.
How do I sign up for paperless statements or change my statement option?
To stop receiving paper statements, under “Customer Service”, click on “Account Management” and then “Statement & Overdraft/Insufficient Funds Notice Options” and follow the instructions. Statement Options include:
- Paperless Statement (FREE for all accounts) – Enjoy the convenience of paperless statements; we’ll store them online and they’re accessible any time. Plus, we’ll send you an email each month to let you know when your new statement is available.
- Paper Statement – (Fees may apply for Paper Statements. Please see “Statement Options Fee Schedule" for details)– Continue to receive a paper statement every month, but we’ll store your checks for you.
- Paper Statement with Images – (Fees may apply for Check Image Statements. Please see "Statement Options Fee Schedule" for details) – Receive your statement in the mail, plus you’ll get images of your cancelled checks each month.
- Paperless Statement with Images – (Fees may apply for Check Image Statements. Please see “Statement Options Fee Schedule” for details) – Receive your statement in the mail, plus you’ll get images of your canceled checks each month.
No matter which option you select, your statements and check images are available to view in Online Banking. Plus, you can elect to receive an email every month when your new statement is available (this is required if you elect Paperless Statements.)
How do I get a copy of a check or statement?
Both checks and statements are available in Online Banking.
For a check copy: On the “Account Activity” screen, locate the check and click the dropdown arrow in front of the description of the item to view additional details. Then, click "Front of Check" or "Back of Check".
To view the most recent statement available, simply click “View Last Statement” in the upper right-hand side of the Account Activity page for account types that offer statements online. To view statements dated further back, in the "Accounts" section of Online Banking, go to "Statements". Click on the dropdown menus to select the Account and the Statement Period you wish to see, then select the statement you wish to view.
To view the most recent statement available, simply click “View Last Statement” in the upper right-hand side of the Account Activity page for account types that offer statements online. To view statements dated further back, in the "Accounts" section of Online Banking, go to "Statements". Click on the dropdown menus to select the Account and the Statement Period you wish to see, then select the statement you wish to view.
Online Banking – Methods of Access
What are the two methods of access?
We offer Online Banking through the internet at www.commercebank.com and through your personal financial management software (PFM), including Quicken®.
What do I need to be able to access Online Banking through the internet?
As long as you have access to a computer with internet access and a browser that supports 128-bit encryption, you may do your banking with Commerce through the internet.
I use PFM software to manage my personal finances. May I still use free Online Banking through the internet?
Yes, if you would like to use both Online Banking through your PFM software and Online Banking through the internet, you will need to enroll for each method of access. Applicable fees will apply. Online Bill Pay, however, is only available through one method of access per customer.
What personal financial management software can I use with Online Banking?
You can access your Commerce Bank account using QuickBooks®, or Quicken®:*
Quicken® for Windows® (current version and two previous years)
Quicken® for Macintosh® (current version and two previous years)
QuickBooks® for Windows® (current version and two previous years)
*Quicken® and QuickBooks® are registered trademarks of Intuit Inc.
Quicken® for Windows® (current version and two previous years)
Quicken® for Macintosh® (current version and two previous years)
QuickBooks® for Windows® (current version and two previous years)
*Quicken® and QuickBooks® are registered trademarks of Intuit Inc.
Online Banking
What time of day do transfers occur? When is the latest time I can change or cancel a transfer?
If you make an immediate transfer between deposit accounts or to a personal loan or line of credit, it will happen immediately as long as it's before 7 p.m. CT on a Business Day. If you are transferring to a Small Business loan or line of credit, the cut-off time is 4 p.m. CT on a Business Day. “Business Days” are Monday through Friday. Federal Reserve holidays are not included.
You may only change or cancel the transfer before it has been confirmed. Requests to transfer funds to a Commerce credit card account received on a Business Day before 7 p.m. will be debited from your Deposit Account on the same Business Day, but credited to your credit card account on the next Business Day.
If you schedule a transfer to occur at a later date, the transfer will post during that requested business day, and will be considered along with all other credits and debits of that same business day's activity.
See our Online Banking Terms and Conditions for full details.
You may only change or cancel the transfer before it has been confirmed. Requests to transfer funds to a Commerce credit card account received on a Business Day before 7 p.m. will be debited from your Deposit Account on the same Business Day, but credited to your credit card account on the next Business Day.
If you schedule a transfer to occur at a later date, the transfer will post during that requested business day, and will be considered along with all other credits and debits of that same business day's activity.
See our Online Banking Terms and Conditions for full details.
How much transaction history can I view online?
You can view 6 months of deposit account transaction history with the ability to purchase up to 12 or 24 months, and 12 months of history for other account types.
Can I access my Commerce Bank business accounts through Online Banking?
Yes, if you're a Small Business checking customer, simply sign up for Small Business Online Banking and you may be able to see your business and personal accounts in the same place. Some restrictions apply; please see Small Business Online Banking Terms & Conditions for more details.
Is there a way to save my account information to my computer?
You may export your transactions to a file from the "Transaction Download" screens. Choose "Accounts" then "Download Transactions". Select the "Account", a "From" and a "To" date, the type of file you’d like to "Download To" and select "Download". You may select Money (.OFX), QuickBooks® (.QBO), Quicken® (.QFX) or Comma Separated (.CSV).
Are there limits to the types of transfers I can do with Online Banking?
You may transfer funds between personal checking, savings and money market accounts. You may also transfer funds from a personal deposit account to a Commerce personal loan, credit card or ReadyLine of Credit to make a payment. In addition, you may transfer funds from a Home Equity Line of Credit to a personal deposit account.
If your account is a limited transaction account (regular savings or money market account) certain limitations may apply. For more information, please refer to the Online Banking Terms and Conditions and the Deposit Agreement applicable to your account.
To see which of your accounts are eligible for transfers, click “Transfers” and select the dropdown menu for “From” and “To” accounts.
If your account is a limited transaction account (regular savings or money market account) certain limitations may apply. For more information, please refer to the Online Banking Terms and Conditions and the Deposit Agreement applicable to your account.
To see which of your accounts are eligible for transfers, click “Transfers” and select the dropdown menu for “From” and “To” accounts.
Online Bill Pay (Checking Account Required)
Whom can I pay using Online Bill Pay?
You can pay almost anyone in the United States, from your cell phone provider to the babysitter.
Note: You may not make a payment of alimony, maintenance, child support, taxes or other governmental fees or court-directed payments through the service. For more information, please see the Online Banking Terms and Conditions.
Note: You may not make a payment of alimony, maintenance, child support, taxes or other governmental fees or court-directed payments through the service. For more information, please see the Online Banking Terms and Conditions.
I've already activated Online Banking. How do I enroll in Online Bill Pay?
If you currently use Online Banking through commercebank.com and would like to utilize Online Bill Pay as well, adding Online Bill Pay is easy. Just click “Pay Bills” from within Online Banking. If you would like to add Online Bill Pay to your Online Banking through PFM, please download an application.
What is Online Bill Pay?
Commerce Bank's Online Bill Pay is a service that allows you to stay close to your money and pay your bills with ease — anytime, anywhere. With just a few clicks, Online Bill Pay lets you set up your bills to be paid, either once or on a recurring basis, to nearly any person or business in the United States. You may also receive bills electronically directly into your Online Bill Pay account.
I’m new to Online Banking, how do I enroll in Online Bill Pay?
If you’ve yet to activate any of our Online Services, you must first activate Online Banking. During that activation process, you can either enroll in Online Bill Pay at the same time or you can enroll in Online Bill Pay at a later time. Just go to the Activation page and choose your preferred method of access.
When is the money withdrawn from my account for the bills that I pay online?
The date that money is withdrawn from your account varies based on the payment method. If a paper draft is used, the money will be withdrawn when the check clears. If an electronic method is used, the money will be withdrawn on the due date.
For more information, please see the Online Banking Terms and Conditions.
For more information, please see the Online Banking Terms and Conditions.
When can I schedule a payment?
You may schedule a payment up to 360 days in advance. The Calendar icon in Online Bill Pay shows the earliest available payment date for that biller.
From what types of accounts may I make payments?
Payments can be made from any personal Commerce Bank checking account.
What are E-Bills and how do they work?
With Online Bill Pay you can receive your bills electronically from participating billers, review them online (or print them), and then schedule payments at a future date, all in one online session. E-Bills are only available with Online Bill Pay through the internet or through the Commerce Bank Mobile app, not through your Personal Financial Management software (PFM).
Online Banking through Personal Financial Management software (Online Banking through PFM)
What is Online Banking through Personal Financial Management (Online Banking through PFM) software?
With Online Banking through PFM, your banking information is downloaded directly into your PFM software – including Quicken®. This allows you to integrate your banking information with your total financial picture, reconcile accounts quickly and easily, and keep an electronic check register.
Can I pay bills with Online Banking through PFM?
Yes – and your bill payments will automatically be recorded in your electronic register. To enroll in Bill Pay through PFM, just request Bill Pay when you enroll for Online Banking through PFM. If you're already enrolled and would like to add the Bill Pay Service, just call us at 800-986-2265 or download an application and we'll get started with your upgrade.
What is the cost for Online Banking through Personal Financial Management?
- For Online Banking through Quicken®: Free with CommerceRelationship checking account. Other accounts: $3.00 per month for up to 8 online sessions; $.35 for each additional session.
- For Online Banking PLUS Bill Pay through Quicken®: Free with a CommerceRelationship checking account.* Other accounts (includes Online Banking Plus Online Bill Pay): $9.95 per month for up to 20 bill payments. Each additional payment is $.60.
*One free Online Bill Pay account per CommerceRelationship checking account
What happens if I upgrade my PFM Software?
Your transactions and bill payment information should transfer smoothly to your upgraded software.
Where can I use Online Banking through PFM?
You can access Online Banking through PFM from the computer on which you have installed your PFM software. You'll also need an internet connection.
Enhanced Security Program
What is Enhanced Security?
In addition to your Customer ID and Password, Enhanced Security, our multi-factor authentication solution, verifies your identity at login. Our multi-factor authentication solution replaces Security Questions & Answers.
How do I set up Enhanced Security?
When prompted to set up your preferred Enhanced Security method within Online Banking or the Commerce Bank Mobile App, select the method that works best for you, then follow the validation instructions. Your preferred method will be used for both Online Banking and the Mobile App.
Will I have to use security questions and answers once I set up Enhanced Security?
Once you set up Enhanced Security, you will no longer be prompted to enter answers to your security questions.
How do I change my Enhanced Security Settings?
You may change your preferred Enhanced Security settings at any time by accessing My Profile>Enhanced Security Settings in Online Banking or Profile, Settings & Alerts>Enhanced Security Settings in the Commerce Bank Mobile App.
What if I’m locked out of Enhanced Security?
Please call our Customer Care Center at 833-509-3246 to reset your authentication methods.
Will I be prompted to authenticate with Enhanced Security every time I log in to Online Banking or the Commerce Bank Mobile App?
No. After initial setup, you will only be prompted to authenticate with Enhanced Security when you are using an unrecognized device or we detect other high-risk anomalies based on previous authentication.
What do I do if I lose my device that is associated with Enhanced Security?
Try logging in to Online Banking or the Mobile App. If you are able to authenticate, update your contact information and your Enhanced Security Settings. If you are unable to authenticate, call our Customer Care Center at 833-509-3246 to reset your Enhanced Security Settings.
How many methods of authentication am I required to set up? Can I set up more than one method?
One method of authentication is required. You can set up as many methods as you’d like, by going to Enhanced Security Settings.
Can I skip the set up for Enhanced Security on my next login attempt?
Yes, you can skip Enhanced Security set up one time by clicking “Set up later".
What if my contact information is outdated?
Try logging in to Online Banking or the Commerce Bank Mobile App. If you are able to authenticate, update your contact information within Settings. If you are unable to authenticate, call our Customer Care Center at 833-509-3246 to update your contact information.
If I’m having troubles setting up Enhanced Security or authenticating, what should I do?
Please call our Customer Care Center at 833-509-3246.
What alerts will I receive with Enhanced Security?
Security alerts will be emailed to your primary email address on file in the following scenarios:
- Commerce Bank Online account access locked
- Enhanced Security settings changed
- Enhanced Security authentication method enrolled
What do I do if I don’t receive my one-time security code?
Click “Resend Code” to generate a new one-time security code. If you continue to have problems, call our Customer Care Center at 833-509-3246.
What if I receive a one-time security code that I didn’t request?
Please call our Customer Care Center immediately at 833-509-3246.
How do I use Enhanced Security while traveling outside the US?
If you have access to WIFI or an International Travel plan, this service should not be interrupted.
Will the system automatically remember my computer?
No, you can ask us to remember the computer you’re using.
Will I have to answer all three questions every time I am challenged?
No, you can just answer one. We ask you to provide answers to three questions so that we can present you with different questions at different times.
I use Online Banking from home and work. Can you remember two different computers?
Yes – you can ask us to remember computers that you regularly use. For your security, these should not be public computers – for example, the computers at the public library.
Will you always ask the same question first?
No, we’ll choose randomly among your three questions.
Why am I being asked to set up security questions?
Your security questions help us verify your identity.
Can I also change my Security Questions and answers?
Yes, you can – just click on “Customer Service.”
Disclosures:
† To send an email that contains confidential information, please visit the Secure Message Center where there are additional instructions about whether to use Secure Email or Online Banking messaging.
To view or print a PDF file, Adobe® Reader® 9.5 or above is recommended. Download the latest version.
The information provided on this website is not meant as a recommendation or endorsement of any specific security or strategy. An individual’s situation can vary; therefore the information provided above should be relied upon only when coordinated with individual professional advice.
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Mutual funds, annuities, and other investment products:
|
Not FDIC-insured |
May lose value |
No bank guarantee |
Commerce Brokerage Services, Inc., Member FINRA/SIPC, is a wholly owned subsidiary of Commerce Bank. This site is not intended for use by, or to provide any information to, investors in any state where Commerce Brokerage Services, Inc. is not registered or in any jurisdiction outside the United States of America where such use would be prohibited or otherwise regulated. Nothing on this web site shall be considered a solicitation to buy or an offer to sell a security to any person in any jurisdiction where such offer, solicitation, purchase or sale would be unlawful under the securities laws of such jurisdiction.
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