1-800-636-7622

FAQs

Personal Banking FAQs

Find answers to your most commonly asked questions about personal banking with Cadence Bank.

 

 




Checking Accounts


How do I open a personal checking account?

You may
open a personal checking account online or by visiting a Cadence Bank location near you to open a personal checking account. You may also learn more about our personal banking services online or by contacting Cadence Bank today.


How do I reorder checks?

To reorder checks, go to
Deluxe Check Order or call 877-838-5287.

How long does it take to receive checks after I have ordered them online?

Usually, your checks will arrive seven to 10 business days after you place the order. Faster shipping methods can be arranged for an additional fee. Note: Reordered checks will be the same style as your previous order. For first time orders or different style selections, please contact the branch nearest you. You can verify the status of your check orders 24 hours a day at Deluxe Check Order or by calling 877-838-5287.

How can I help avoid overdraft charges?
Overdraft protection provides assistance when your money falls short and helps you avoid non-sufficient funds or returned item fees. Cadence Bank gives you options to help you avoid overdrafts such as the built-in features available with
Fluent online banking, mobile banking and FlashDeposit . Learn more about overdraft protection options available from Cadence Bank.

 

Savings Accounts


How do I open a personal savings account?

Visit a Cadence Bank location near you to open a personal checking account. You may also learn more about our
personal banking services online or by contacting Cadence Bank today.


ATMs


Do ATMs charge me fees?

Cadence Bank customers are not charged a fee to use a Cadence Bank ATM. In addition, Cadence Bank customers may use certain other ATMs free of charge. These partner ATMs belong to two networks with thousands of additional locations:

1) More than 55,000 Allpoint Network ATMs are available in the U.S. and worldwide with no fee for Cadence customers. It’s easy to find an Allpoint Network ATM with the locator .

2) Publix Presto ! ATMs, available at Publix Supermarkets, are also fee-free for Cadence customers.

Fees may be assessed when Cadence Bank customers make withdrawals and balance inquiries from ATMs at other financial institutions. A fee may also be charged by the ATM operator or any network used for the transaction.

Other account fees may apply to the transaction such as an excess withdrawal fee for savings. Please refer to the Personal Schedule of Fees and the disclosure information that you received at account opening.

How do I apply for a Cadence credit card?
It's easy to
apply for a Cadence Bank credit card either online or in person at a Cadence location near you.



Debit Cards


How can I activate my debit card?

To activate your new Cadence Bank Debit Card, call 866-633-5293; available 24 hours a day. Please note: As a security precaution, you must call from a phone number listed on your account profile. This is most likely your home or main cell phone number.

If you call from a number that is not included in your account profile, you will not be able to activate your card. If you have any problems activating your card, please call 800-636-7622.

What should I do if my card is lost or stolen ?
Call our 24-hour help line at 800-636-7622. Choose option #3 after your language selection.

What is a debit chip card?

A debit chip card uses an embedded microchip rather than a magnetic stripe to provide added security at chip-enabled store terminals and ATMs.

Why are you replacing my magnetic stripe debit card with a chip card?

Chip cards increase security and reduce fraud resulting from counterfeit. When chip cards were introduced in the U.K., fraud from lost and stolen cards was cut in half.

Which account does the debit chip card access?

On the mailer that came with your card you can see the last four digits of the associated account number.

What type of new fraud prevention can I expect from my chip card?

Your chip card comes with the latest in anti-fraud chip technology. Cards with this technology have an embedded microchip that will validate your card by creating unique transaction data every time you use it.

Are there other benefits to chip cards?

Convenience while you travel is one additional benefit. Many other countries already have adopted the chip card standard, so you can use your new chip card when you travel, and it will work seamlessly with the global payments infrastructure.

How is the chip card different from the magnetic stripe card?

The key difference is that chip cards aren’t swiped; they’re inserted into a reader. When used with such readers, chip cards are more secure than magnetic stripe cards. Not all merchants have chip card readers yet, and sometimes a chip card reader may be out of service temporarily. For that reason, your new chip card will also include the magnetic stripe.

Is my magnetic stripe debit card risky to use?

We have many security precautions in place to protect against fraud. The chip card offers a higher level of security for chip-enabled point-of-sale transactions, but current cards will continue to be secure – especially if you keep your PIN a secret, regularly monitor card activity, and immediately report lost or stolen cards.

Can I activate my card from anywhere?

You must activate your chip card by calling from a phone number that is on your Cadence account record. Most often that’s your home phone or main cell phone. If the phone number is no longer valid on our account record, you will need to contact us at 800-636-7622 to update your phone number before you can activate the card.

Can I still use PIN or signature, whichever I prefer?

Yes, the chip card allows you to select either option. However, sometimes which option is available is at the discretion of the merchant depending on their own merchant services program.

Will my PIN change for the new debit chip card?

You will set your new PIN when you activate your card, but you can re-enter the same PIN if you prefer.

When do I remove the chip card from the chip reader?

Not until the screen on the chip reader tells you to remove it. Be sure to get your card before you leave the store.

Even if there’s a working chip card reader, can I choose to just swipe my chip card instead of inserting it in the reader?

No, the chip card reader will require you to insert your card. The magnetic strip on your card is only an option if there is no chip reader or if the chip reader is not enabled for some reason.

Where do I report any issues that I encounter in using the new chip card?

Please call us at 800-636-7622.

What if I have more questions?

You can email additional questions to customer.service@cadencebank.com.


Home Mortgages


How do I apply for a home mortgage?

Our dedicated loan officers will help guide you through each step, keeping you informed, comfortable and confident every step of the way. We offer a full range of loans and highly experienced
mortgage professionals dedicated to helping you buy the home of your dreams.

Apply in minutes by completing the mortgage application online , over the phone or at a Cadence Bank branch. A loan specialist will contact you to review your information and help you choose the mortgage that best fits your needs and budget.

You will then need to provide documentation and verification for processing and closing. Your loan officer and processing specialist will notify you of our decision quickly. Upon approval, we will guide you through final closing .

Explore all of our mortgage resources to learn more.

Who do I call if I have questions about my home mortgage?
If Cadence Bank services your mortgage loan, you can get your questions answered by our Mortgage Loan Servicing Customer Service team. They are available Monday through Friday, 8 a.m. to 5 p.m. CT. You may call 800-308-6709, or email: mtgcustomerservice@cadencebank.com.

Can I make a mortgage payment online?
If Cadence Bank services your mortgage loan, you may pay via online check by selecting
Secure Payments .


Be sure to have your loan number, payment amount, and your financial institution's routing and account numbers ready. Do not attempt to pay off your mortgage loan using this payment method.

Can I mail you my mortgage payment?

If Cadence Bank services your mortgage loan and you wish to mail your payment, please send your check to Mortgage Loan Servicing, P.O. Box 4931, Houston, TX 77210-4931. Be sure to include your loan number, payment amount, and your financial institution's routing and account numbers on the check.

How do I sign up for auto-draft to pay my home mortgage?

Sign up for our convenient automatic draft payment service and have your mortgage payment automatically drawn from your bank account each month. To sign up for our automatic draft service, please download our ACH form and return it with a voided check to:

Cadence Bank, N.A., Attn: Processing, 2002 Timberloch Place, Suite 600, The Woodlands, TX 77380.

How do I payoff my mortgage loan?

If you want to pay off a mortgage loan serviced by Cadence Bank, please contact Customer Service at 800-308-6709 for proper payoff instructions. Once your loan is paid in full, it is your responsibility to cancel any recurring payments set up through auto-draft.

 


Total Money

What is TotalMoney?

TotalMoney is a personal financial management tool that helps you budget and manage your money. It allows you to import all of your accounts, across multiple institutions, so you can view your balances and transactions in one place. It is available for free through Fluent by Cadence.


How do I get started with TotalMoney?

 1. Set up your account. Log in to Fluent and select the TotalMoney icon. Accounts from Cadence Bank will automatically begin syncing to TotalMoney. Follow the instructions in the setup wizard to add your accounts with other financial institutions. Enter your profile information to complete the setup.

2. When the initial setup is complete, open Accounts and verify that you have added all of your financial accounts. Add any missing accounts and manual accounts for property, such as homes or vehicles. You can also create manual accounts for accounts that are not supported or are broken. See How do I fix an account that is 'broken'?

3. After all of your accounts have been added, open Transactions and review your transactions for accuracy. Transactions are automatically categorized for you, but they are not always accurate and may need to be recategorized. Your changes will be applied to future transactions. You may want to enter additional details about your transactions. See How do I manage my transactions?

4. With your transactions correctly categorized, you can easily create budgets based on your actual spending history. Open Budgets and follow the instructions to generate a budget automatically. You can also create a budget manually. See How do I create a budget?


How do I add an account?

Open Accounts and click on the + icon. Type the name of your institution to search our database, then select the correct option from the list and enter your login credentials. If your institution is not supported, you can add and manage your accounts manually. This will require that you periodically edit your account to update the balance.

See How do I edit an account? Entering manual transactions will also update your balance accordingly. See How do I add a transaction?


I added my checking and savings accounts from another financial institution. Why didn't my loans and other accounts import as well?

It depends on the institution, but you will usually need to add each account separately. This means that if you have three accounts with an institution, such as checking, a loan and a credit card, you will need to enter your login credentials for that institution for each account.


How do I edit an account?

Open Accounts and click on the account you wish to change. This opens the account detail view where you can change an account name, type and interest rate. You can also edit the account balance of manual accounts.


I can see my loan details, like original balance and interest rate, for my primary institution accounts. Why don't I see that on my other accounts?

Not all institutions are able to send us that information. You should always check your loan details to make sure they are correct in TotalMoney.


How do I delete an account?

Open Accounts and click on the account you wish to delete. Click on the trash can icon and confirm your decision to delete the account.

You cannot delete an account from your primary institution, so the trash can icon will not be present for those accounts.

Note that deleting an account also deletes all historical balance and transaction data associated with that account. Do not delete an account unless you are sure you are okay with losing all associated data.


Can I recover transactions or other data from an account I have deleted?

No, so only delete an account if you're okay with losing all history for that account. Otherwise, try adjusting the Show/ Hide account seeings for the account instead. Also, know that if you delete an institution, all accounts under that institution will also be deleted.


How do I fix an account that is "broken?"

From Accounts, broken accounts will be displayed with an exclamation point in red over the top right corner of the account name. Click on the "broken" account to open the account detail view, then click on the red bar across the top to attempt aggregation again. You may be required to re-enter your login credentials. If the account continues to fail:

1. Login to your financial institution's online banking to verify your login credentials are correct and that there are no holds on the account preventing you from signing in.

2. Add the account again, and pay special attention to the URL to make sure you are attempting to add the correct financial institution. Many institutions have similar names and websites.

3. Call or email the Cadence Contact Center for support. See How do I get help?


One or more of my external accounts would not import to TotalMoney. Why?

There are many types of online banking accounts, and not all are compatible with common aggregation methods. TotalMoney utilizes multiple aggregation sources and uses an aggregation engine to provide the best possible coverage, but when an unsupported institution is encountered, a manual account can be created in the Accounts widget.


Can I add an account in TotalMoney that isn't supported for automatic download?

Yes. Open Accounts, click on the Cash or Property account types on the left, then click on the + icon in the menu bar. Change the account type and enter your account details, then click Create This Account. You will need to update this account manually by updating the balance and entering transactions periodically.


How do I add an asset, like my home or vehicles, to balance my loans in net worth?

Open Accounts and click on Property from the list of account types on the left. Then click on the + icon in the menu bar. Enter the account details and click Create This Account.


How do I add a transaction?

Manual transactions can only be added to manual accounts. Transactions associated with linked accounts will be imported automatically when you sign on. To add a manual transaction, open Transactions and click on the + icon in the menu bar. Select a manual account from the drop down menu, enter the transaction details, and click on Save Transaction.


How do I edit a transaction?

Click on a transaction to open the transaction detail view. To categorize a transaction, click on the category field of the transaction line and select from the drop down menu. You can also edit other transaction details like payee description, tags, flags and memos, as well as split a transaction from this view.

How does TotalMoney categorize transactions?

When transactions are imported, they are auto-categorized based on how you and other users have categorized similar transactions. When you change a transaction category, TotalMoney will remember your preference for next time.

How do I manage my transactions?

The transactions list provides an easy way to review or find transactions from any account, over any time period. You can use the date range selector to determine what time frame the transactions represent, or you can use the search field to filter by payee, account, tags, amount, category or date.

You should always take a moment to review newly imported transactions. Not only does this help you keep track of your spending, it will also help you to quickly identify fraudulent charges. When reviewing your transactions, make sure you recognize the transaction, and verify that it is categorized correctly. To view more or edit detail on a transaction, just click on it.

You may customize your transactions using the following features:

• Category – Categorize transactions so your spending will be accurately reflected in Spending and Budgets. Click on the category field and select the correct category from the drop down list.

• Flags - Flag a transaction B for business-related, P for personal (default), or mark it with a flag to make it stand out in the transaction list.

• Tags – Create custom tags to label transactions for searching. For example, you may wish to tag tax-related expenses, or expenses related to a vacation or family goal.

• Memo – Add a memo when you need to remember special details about a transaction.

• Split – Split a transaction between multiple categories to account for specific amounts in Spending and Budgets.

How far back will TotalMoney import my data from my primary institution and other institutions?

TotalMoney will import 90 days of transaction history from your primary institution. The amount of data that will be imported from other institutions depends on the institution. After the initial account setup, TotalMoney will pull new transactions from the last 30 days, so you must sign in at least once every 30 days to avoid creating a gap in your data.

How far back does TotalMoney save my transaction and budget history?

TotalMoney will save your history for as long as you keep your account with your primary institution.

How do I create my own category?

Click on the transaction you wish to change to open the transaction detail view, then click on the category field to view a list of existing categories. You are able to create a custom subcategory beneath any of the main categories, but you cannot create a new main category.

Hover over the main category your custom subcategory will belong to, then click on + Add A Category in the side menu. Name your subcategory and click + Add to confirm.

How do I categorize loan payments and transfers?

There is a special category called Transfer for loan payments and transfers that will exclude those transactions from Spending and Budgets.

A word on loan payments – All loan payments have two transactions: The negative transaction of money leaving your bank account, and the positive transaction of money paid towards the debt, decreasing what you owe. The negative transaction should be categorized as the expense, so your budget will reflect your spending on that category. The positive transaction should be categorized as a transfer so it does not void the expense of the loan payment.

For example: The negative transaction of a mortgage payment would be categorized as Home: Mortgage & Rent, and the positive transaction would be categorized as Transfer: Mortgage Payment. You can create custom subcategories for all of your loan payments if you wish.

A loan payment essentially is a transfer. The money leaves your bank account, but you then own that much more of the asset associated with the debt, like a home or car.

Credit cards are different, because there is no asset associated with the debt. A credit card payment is repayment for money borrowed on transactions already accounted for in your budget. If you actively use your credit card, payments on that card should be categorized as Transfer: Credit Card Payment. If you are paying off your credit card and would like to track your progress in Spending and Budgets, see How do I budget for paying off debt?

How do I budget for paying off debt?

We recommend that you create a custom subcategory to track your progress, such as Bills & Utilities: Credit Card Payoff. This will allow you to see in Spending and Budgets how much you have spent toward paying down that debt.

If you must use your credit card while you are paying it off, you can split the transaction between Transfers: Credit Card Payment for the portion that pays back what you spent, and Bills & Utilities: Credit Card Payoff for the amount that will be applied to the previous balance.

If you also want to track separately how much of your credit card payment is applied to interest vs. what you owe, see How do I account for interest paid on a loan?

How do I account for interest paid on a loan?

Some institutions send a separate transaction for principle paid and interest paid on a loan, but some institutions only send a single transaction for the total amount paid. If your institution sends a single transaction for principle + interest paid, you can split the transaction.

Click on the transaction to open the detail view, and click on + Split This Transaction at the bottom. Use the Fees and Charges category to track your interest paid. You can add a custom subcategory for all your loan payments if you wish. You will need to obtain the amount spent on interest vs. principle from your financial institution.

Note: The debt account balance will always be accurate, as the institution sends us the remaining balance regardless of the transaction is displayed.

How do I use the spending wheel?

The Spending Wheel displays your spending across all categories for the time period selected. Use the date range selector to specify what date range you would like to view.

You can click on a category from the list or in the wheel to view your subcategory spending. Then click from the list or the center of the wheel or from the list to view the specific transactions in the selected subcategory.

Note: Your transactions must be categorized for the Spending Wheel to show actual spending. If your spending in a given category looks wrong, review your transactions for inaccuracies.

How do I create budgets?

Open Budgets, click on the + icon in the menu bar, and select a category from the drop down menu.

How do I use budgets?

Budgets can help you track and control your spending in select budget categories. You can use budgets to track all of your regular household expenses, or just specific categories that you want to monitor more closely. Budgets are useful for seeing and working toward financial goals, or simply being more aware of your spending habits.

I'm missing a category from my Spending Wheel or Budgets. I know I have transactions in this category, but it's not appearing. How do I fix this?

Review your transactions to make sure they are categorized correctly. A missing category is caused by a large income transaction that has been categorized inappropriately.

How do I set alerts?

For the desktop version only, click on the gear icon in the menu bar to open Settings, and then click on the Alerts tab. Click the envelope icon next to each alert you want to receive.

How do I update my profile information?

Click on the gear icon in the menu bar to open Settings, and then click on the Profile tab.

Is my financial data safe in TotalMoney?

Absolutely. Industry leading encryption technology is used to protect your data. TotalMoney is as secure as your regular home banking.

How do I get help?

Click on the ? icon in the menu bar to open the help options. You can watch a tutorial on the widget you're using, search our knowledge bank for answers, or submit a support request.

What browser is recommended to use TotalMoney?

Browser support will vary based on the browser version. More than 74% of all Internet users now use a modern browser like Google's Chrome, Firefox or Safari. Fewer than 14% use limited browsers like Internet Explorer 7 and 8 because of their inability to take advantage of the newest features.

TotalMoney can be used with Internet Explorer 9 or 10, Safari, and Firefox in addition to Google Chrome and other modern browsers. If your browser is incompatible, the software will alert you and ask you to upgrade.


Flash Deposit

Are there limits for deposits made using FlashDeposit?

Each check is considered a separate deposit. You can make multiple deposits in a single mobile session. There is no limit to the number of checks you can deposit in a day. However, we may establish limits on the dollar amounts and/or number of items or deposits that you may transmit using FlashDeposit, and we may modify those limits from time to time.

What types of checks can I deposit?

You can deposit checks payable in U.S. dollars and drawn at any U.S. bank, including personal, business and government checks. They must also be payable to and endorsed by the account holder. The following check types should not be submitted using FlashDeposit:

• Traveler's checks

• Savings bonds

• Money orders

• Checks payable to any person or entity other than you

Please see the addendum to the Online Banking Agreement for the full list of checks that should not be submitted using FlashDeposit.

How do I deposit a check with FlashDeposit?

Go to the FlashDeposit App and select the deposit function. Choose the “deposit to” account, enter the amount of the check, snap photos of the front and back of the endorsed check and submit the deposit. You will be asked to verify your entries before completing the deposit.

Follow these tips for photos that work best for FlashDeposit:

1. Place your check on a dark-colored, plain surface that is well lighted.

2. Position your camera directly over the check (not at an angle).

3. Fit all four corners of the check within the guides of your mobile device's camera screen.

Do I still need to endorse the deposited checks?

Yes, mobile check deposits still require proper endorsements on the back of the check.

What are the cut-off times for deposits made with FlashDeposit?

Mobile check deposits received on weekends, bank holidays, and Monday through Friday after close of business are processed the following business day.

After I deposit my check with FlashDeposit, when will I have access to my funds?

Deposits submitted before 6 p.m. CT on a business day will be processed that day and the funds will be available to cover debits or withdrawals, unless a hold is applied. Deposits submitted after 6 p.m. CT or on a non-business day will be processed the next business day.

Will I be notified that my deposit has been made?

You will receive a deposit notification by email.

Where can I view my mobile deposits after they are submitted?

After the deposit has been posted to your account, the transaction will display in your account transaction history.

What should I do with my paper check?

After depositing your check using FlashDeposit, please follow these best practice guidelines:

1. Write "Mobile deposit on [Month/Day/Year/Time]" on the front of your check.

2. Securely store your check for 30 days after your deposit, and then destroy it after you have confirmed the deposited funds have been applied to your account correctly.

The check I deposited was returned. Can I redeposit the check through FlashDeposit?

No, you cannot redeposit the returned check through FlashDeposit. If you think the check is valid, then take it to a Cadence Bank for deposit.

What does available balance mean?

Your available balance is the amount of money in your account that is currently available for you. It includes all cleared and processing transactions. Keep in mind that any transactions you have made, but Cadence Bank has not yet received, need to be subtracted from your available balance for you to know the exact amount of money you have to spend or withdraw.

Online Banking

  • Fluent
  • Online Banking
  • Online Bill Pay

 

What does the name Fluent mean?
“Fluent” means someone can speak or write a language with ease. For Cadence Bank, that language is finance. Fluent by Cadence lets our clients manage their finances with ease and convenience.


What does Fluent cost?

There is no cost to enroll in Fluent or to use TotalMoney, FlashDeposit or mobile banking. (If you use a mobile phone, there is no cost from Cadence Bank, but your mobile banking provider may apply standard rates depending on your data plan or text message plan.)


What if I forget my Fluent username?

If you have forgotten your User ID, please contact Cadence Bank Customer Service at 800-636-7622 or email customer.service@cadencebank.com.


What if I forget my password?

There is a self-service password reset feature on the login page of Fluent.


Where do I get help if I need assistance with my Fluent account?

Call or email Cadence Customer Service at 800-636-7622 or customer.service@cadencebank.com for assistance.


Is text banking available with Fluent?

Yes, anyone who is enrolled in Fluent can perform text banking if their mobile service provider offers text services.

Are online banking, bill pay and mobile banking part of Fluent?
Yes, you may access online banking and bill pay through your Fluent login.

After you have enrolled in Fluent, download the Cadence Bank Mobile app from the Apple® App Store or the Google Play™ Store to use your mobile banking features.


Can anyone else see what accounts I put in Fluent’s TotalMoney application?

No one can see your accounts unless you ask Cadence Customer Service to view them in order to assist you with a support issue.


I have a joint checking account with a family member. Can he/she use Fluent?

Yes, a joint checking account holder can enroll in Fluent if they are the primary or secondary account holder on your Cadence account records.

I also have a small business checking account at Cadence. Can I add it to Fluent?
If you have a consumer banking relationship at Cadence, you may be able to add your small business checking account to your Fluent account. After you enroll in Fluent, look on the accounts screen to see if the small business account was linked automatically. If you do not see it on the accounts screen, then contact Customer Service at 800-636-7622 or customer.service@cadencebank.com to see if it can be added manually.

You may prefer to manage your small business banking relationship via Cadence’s Allegro system, which is designed for businesses. Allegro’s basic Business Online Banking provides added functionality that is not available in Fluent. In addition, Allegro offers a more robust online banking and bill pay system, plus treasury services to assist you in managing your business’s cash flow.


How can I access Fluent, including FlashDeposit and TotalMoney?

Fluent can be accessed from a desktop, laptop, smartphone or tablet. Phone or tablet access requires that you download the mobile app. It is not recommended that you use the desktop or laptop version on a mobile device, but this option is available for use when needed.

 


Online Banking


Why use online banking?

Millions of people worldwide are choosing the convenience, freedom and control of Online Banking. One of the greatest benefits is having access to your money 24 hours a day, 7 days a week. You can bank from anywhere in the world where you have Internet access. Finally, you can transfer funds, pay bills and reconcile accounts with the click of a mouse. It is a better, smarter, faster way to manage your money and your time.


Is banking online safe?

Yes. The Cadence Online Banking system brings together industry-approved security technology to protect data for the bank and for you. It features a password-controlled system entry with a “three strikes you’re out” lock-out mechanism, data encryption and router firewalls. When sensitive data is being transferred, a closed lock icon will always appear at the bottom of your screen.

How much does online banking cost?
Cadence Online Banking is available to any Cadence customer at no additional cost.

What do I need to enroll in online banking?

All you need is a Cadence checking or savings account. You also will need access to a computer which runs on a Windows® operating system (such as Windows 7) or a Macintosh® operating system (Mac OS-X Tiger, Leopard and Snow Leopard). To view Cadence Online Banking, you’ll need Internet access, a modem (56 kbps or higher recommended) and a browser such as Microsoft Internet Explorer 7.0 or newer, Mozilla Firefox 3.0 or newer, Google Chrome 12 or newer, or Safari 4.0 or newer.

How do I enroll?

Visit our Fluent Enrollment page. Online Banking and Bill Pay are services of Fluent by Cadence mobile and online banking. Be sure to read the disclosure and complete the required information as you enroll. You will be asked to select a Login ID. To add Bill Pay after you have enrolled in Fluent, select Move Money, then select Pay A Bill from the drop down menu.

What accounts will be accessible through online banking?

You may access all of your Cadence deposit and loan accounts. Any account that is tied to your social security number may be viewed. The first time you log into Online Banking you should verify that all appropriate accounts are viewable and review your account set-up periodically after that.

When will my transfers post to the receiving account?
Transfers initiated through the Cadence Bank online banking system before 7:30 p.m. CT on a business day are posted to the account the same day. Transfers completed after 7:30 p.m. CT on a business day, Saturday, Sunday or banking holiday will be posted on the next business day.


How frequently is account information updated?

Account balances are real-time, so your information is up-to-the-minute.

Can I transfer money to pay on a Cadence loan?

Yes. You also may transfer money to and from your checking and savings accounts and your home equity line of credit.

When will my transfer post to the receiving account?

Transfers initiated through the Cadence Bank online banking system before 7:30 p.m. CT on a business day are posted to the account the same day. Transfers completed after 7:30 p.m. CT on a business day, Saturday, Sunday or banking holiday will be posted on the next business day.

How do I cancel a transfer?

Because transfers are real-time and post within minutes of being initiated, there is no way to cancel a transfer. However, you can simply transfer the money back to its original account if the funds are still available.

How do I use Quicken and Microsoft Money with online banking?
If you have either of these programs loaded on your personal computer, you can download transaction histories from the Cadence Online Banking system. This information can help you create a budget, reconcile your financial records, categorize and organize expenses for tax purposes, analyze spending trends, and more.

Why do I get a message saying “Your log in time has expired”?

After one hour, your banking session will automatically time out. This protects you if you are called away from your computer for an extended period of time and forget to log out. Automatic time outs help prevent someone from making unauthorized transactions while you are away.

 


Online Bill Pay


How does
online bill pay work?

Online bill pay allows you to submit bill payments online. No more writing checks or buying stamps! You can set up your own list of payees and enter the amounts to pay each month. You also can set up recurring payments. Payments are made both electronically and by paper drafts. Arrival times vary depending on the location of the payee. Estimated arrival times are shown for each payee when you initiate a bill.

How much does Online Bill Pay cost?


Cadence Bill Pay is available to any Cadence customer at no additional cost.

Who do I call if I forget my password and/or login ID?


Contact
Cadence Customer Service at 800-636-7622 and our staff will be happy to reset your password.

Why do I get a message saying, “Your password has expired”?


For additional security, if you do not access your account for more than 60 days, the system will automatically lock you out. If you get locked out, simply call
Cadence Customer Service at 800-636-7622 and an associate will be happy to reset your password.

Who can I pay using online bill pay?

You can pay virtually anyone, anytime, anywhere within the U.S. Sending a payment with Cadence’s online bill pay is no different than writing a check from your checkbook.

Who can I pay using Cadence online bill pay?

You can pay virtually anyone, anytime, anywhere within the U.S. Sending a payment with Cadence’s online bill pay is no different than writing a check from your checkbook.

After I pay a bill, how long does it take the money to be debited from my account?
The money is taken from your account the day you schedule the payment to be sent.

How long does it typically take for the payee to receive a payment?

If the payee is on your list of electronic payment recipients, then it typically will take two to three business days to process your payment. Other payments depend on the location of the payee. It typically ranges from two to five business days.

Can I set up online bill pay for recurring bills?

Yes. Simply create and send a payment to a payee at the frequency you specify. Just enter the payee name, payment amount, frequency of payment, the start date and end date. We automatically send the payments you specify according to your instructions unless you stop the payment.

What should I do if a payee has not posted my payment?
Allow at least five business days for a payee to receive your payment. If a payee does not post your payment after five business days from your scheduled payment date, first verify that you have given us the most current account number and address. If the account information is correct, call the payee directly and inquire about your payment. Be sure to get a contact name and number so that we may follow up on the payment for you if needed.

You also may call Cadence Customer Service at 800-636-7622 to speak with a representative. Please be prepared to provide the payee’s name, verified account number, payment date, and amount as well as any telephone number or contact name you have.

How long is a stop payment binding after being submitted online?
Stop payments submitted online are binding for only 14 days unless confirmed in writing within that period. Written stop payments become ineffective six months from date accepted. To submit a written stop payment request, print out and complete the form provided on the stop payment page and mail it to the address at the bottom. There is a fee for stop payment requests.

Mobile Banking

What is mobile banking?

Cadence's Fluent Mobile Banking provides quick, safe account access from smartphones and tablets. This service makes it easy to see current account balances, view recent transactions, transfer funds between accounts, and make a FlashDeposit to your account using your mobile device's camera.

Is there a charge for mobile banking?
Not from Cadence Bank. Your wireless telecommunications provider may charge you for data usage. Check with your provider for details regarding your specific wireless plan and any data usage charges that may apply.

How do I enroll in mobile banking?
To use Cadence Mobile Banking, you must first enroll in
Fluent by Cadence using your personal computer. Once enrolled, download the Cadence Bank Mobile app from the Apple® App Store or the Google Play™ Store using your mobile device.

Do I have to have the app to use mobile banking?
You need to have the app to use mobile banking most effectively, but you can also use your mobile phone without the app to access desktop Fluent via your web browser.

What text commands can I use with mobile banking?


Our Text Banking Guide
lists the available commands. Some frequently used ones include:

  • BAL to check balances
  • XFER to transfer funds
  • RECENT to see the last four transactions
  • HELP for assistance with commands

Do I need to capitalize my text commands?
No. Text commands are not case sensitive. Sending “help,” “HELP” or “Help” are all permitted.

Text Banking

What does SMS mean?

SMS stands for Short Messaging Service. It is more commonly called text messaging.

To what number do I send text commands?

52924 is the Cadence Text Banking number. That's the number you text the commands to, such as BAL to check your balance. Tip: Add 52924 to your phone’s contact list for quicker access to Cadence Text Banking.

What text commands can I use with mobile banking?


Our
Text Banking Guide lists the available commands. Some frequently used ones include:

  • BAL to check balances
  • XFER to transfer funds
  • RECENT to see the last four transactions
  • HELP for assistance with commands

Do I need to capitalize my text commands?
No. Text commands are not case sensitive. Sending “help,” “HELP” or “Help” are all permitted.

How much will I be charged for each text received?

Your mobile service provider may charge you for SMS messages; there is no charge by Cadence Bank. Consult your mobile service provider or your mobile service contract for details about your message plan.

How do I cancel my text banking service?

Text one of the following commands to 52924:
STOP, STOP ALL, CANCEL, END, QUIT or UNSUBSCRIBE

What happens if I change my mobile phone number?

If you switch to a new mobile number, sign in to Fluent using your personal computer. Select "Mobile Banking" then "Text Banking." Enter your new mobile number and save changes.

Investor Relations

Where do I find information about Cadence Bancorporation (NYSE: CADE)?

Please visit our corporate site at www.cadencebancorporation.com for company, financial and stock information.

Privacy and Security

How does Cadence protect my privacy?
At Cadence Bank, nothing is more important than your privacy and the security of your financial assets.


We understand that our customers furnish sensitive information to the bank in the course of their daily business, and the bank is committed to treating this information responsibly. We know that our customers expect privacy and security for their personal and business financial affairs. The bank will take reasonable and appropriate steps to safeguard sensitive information that has been entrusted to us by our customers.

Learn more about our privacy and security policies here .

Questions? We are here for you.

Here are some other ways to contact us.

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