Frequently Asked Questions:
Why is the website changing?
For better customer service, we're going to launch an updated website that offers a more user friendly interface, better security, and improved features. The system also gives us the capability to continue to roll out new services and products to your online banking experience in the future.
What is a secure access code?
A secure access code is part of our upgraded security features. The system will require that you receive a secure access code to verify your identity by confirming that your contact information matches what is currently in our system.
What if my correct e-mail address and phone number are not options when I am requesting my secure access code?
Contact the Digital Banking Department at (806)641-3000 and we will be happy to assist you with confirming your secure access code and updating your contact information.
How can I request another secure access code?
If your secure access code has expired, you can simply attempt to login to the system again and it will give you the option to request another secure access code. If you are still having trouble getting into the system, please contact the Digital Banking Department at (806)641-3000.
Will I have to have a secure access code each time I log in?
Each time you login to a new device you will be prompted for a secure access code. If you are using a personal device, you can select to register the device to prevent the system from requiring the secure access code in the future.
I do not have a cell phone. Do I need one to use online banking?
You do not need a cell phone to use online banking. You are able to access our full website by logging in to www.LubbockNational.com.
What if I don’t have a cell phone and do not use email?
You do not need a cell phone to use online banking. However, you will need a valid e-mail address to register for online banking.
Are the Access ID and Password case sensitive?
The Access ID is not case sensitive; the Password is case sensitive.
What are the password requirements?
The password must be between 5 and 15 characters, must contain at least 1 number and may not be the same as your current password.
What if I do not see all of my accounts after I login?
Please contact the Digital Banking Department at (806)641-3000 for assistance with linking a missing account.
When using the Pay a Person feature, why do the numbers change on the pin pad when I am entering my PIN number?
This is actually an extra security feature to prevent anyone who may be able to view your screen or any monitoring software that may be on your device from getting your PIN number.
What is the difference between Adding an External Account and Linking an Account?
Adding an external account will allow you to transfer money to and from that account using your online banking. Linking an account will allow you to use our online banking system to view balance and history information for accounts held at other financial institutions.
How do I add an external account for transfers?
You will need to login to your online banking and navigate to “Add External Account” which is located in the Transfers & Payments menu. From this screen you will need to enter the routing number and account number of your account at another bank. We will then send 2 small deposits to your account with that bank, once you have received them you will again login to your online banking and this time navigate to “Verify External Account” in the Transactions & Payments Menu. Enter the amount of the 2 small deposits that you received and you will then be given access to transfer to/from that account within your online banking.
How do I link an external account to view balance and transaction history?
From the main page, click on “Link Account” in the next screen you will search for the financial institution where your other account is held. Enter your login information for that institution and click “Continue.” The system will then validate your login information (this may take a few minutes). After the linking is complete, you will see an option that says “Select Accounts”, you can click on this option and the next screen will allow you to select which accounts you would like to view on your homepage.
Why do the colors change on the Asset Summary graph?
The colors that are assigned to each account are random and may change each time you login to your online banking. Unfortunately, we do not have the ability to change this setting currently.
If you have further questions, please contact the Digital Banking Department at (806)378-8213 Monday – Friday from 8:00 AM until 5:00 PM.