Archives: FAQ

Why is my transaction requiring a secure code?

If a transaction is flagged as medium risk, you will be asked to provide a secure code. You will be given the option to choose the email or phone number we have on file as a method to receive your one time passcode. You may see a screen similar to what is shown below.

Medium Risk Notification Example

If you select to receive your code via text, the code will come from 33072 and will say something similar to, “Your auth code is #221404. It expires in 10 mins. For security, only share with agent.”

If you select to receive your code via email, the message will come from noreply@enfactnotifications.com and will say something similar to, “Your Cornerstone Bank authentication code is #519295. This code expires in 10 minutes. For your security, please don’t share it with anyone other than the agent you’re working with.”

What if I have MasterCard questions while traveling?

If you have MasterCard questions while traveling in the United States, please call 1-800-627-8372. If you are outside the United States, call 1-636-722-7111.

How do I activate or change my PIN?

To activate or change your PIN, log-in to your “CSB Personal” app and go to “Cards” at the bottom of the screen. Once there, make sure the card you’d like to change the PIN on is showing on the screen, then scroll down and click on “Set PIN”. Follow the prompts to complete the change.

Please call 800-992-3808 with any questions.

Will I still be able to see my credit score if I have my credit score frozen?

Yes. In the credit report section there is a message that will say if your credit score is currently frozen.

Why is Credit Sense deactivated?

After 120 days of no activity in Online Banking Credit Sense will automatically deactivate. Customers will need to re-enroll.

Can customers use Credit Sense on mobile devices?

Yes. Credit Sense is available for both mobile and tablet devices and is integrated inside our mobile application.

How do customers change their email address or other personal information?

If you access Credit Sense program through your online banking, you have to do nothing! Your email address will get updated automatically in Credit Sense when you update it in online banking. However, we always encourage you to inform Cornerstone Bank of any contact information updates.

Does Credit Sense offer credit report monitoring?

Yes. Credit Sense will monitor and send email alerts when there’s been a change to your credit profile.

Will accessing Credit Sense affect my credit and potentially lower my credit score?

No. Checking Credit Sense is a “soft inquiry”, which does not affect your credit score. Lenders use “hard inquiries” to make decisions about your credit worthiness when you apply for loans.

There is a section on the site that features both Cornerstone Bank product offers and financial education articles. Why am I seeing this?

Based on your Credit Sense information, you may receive Cornerstone Bank offers on products that may be of interest to you. The educational articles, written by Jean Chatzky and the Credit Sense team, are designed to provide helpful tips on how you can manage credit and debt wisely.