Customer Resources

Answers to common questions may be found below. Simply click on a question to reveal the answer.

However, if you need further assistance, you may call our Customer Support Center at 336.940.4405 or 1.877.751.5755.

Debit/ATM Cards

How do I change my PIN?

If you would like to change your debit card PIN, you may do so at any Bank of the Carolinas ATM. Simply insert your card, enter your existing PIN, and select "PIN Change" from the menu of options.

You can also change your PIN and/or activate your card by calling the Interactive Voice Response (IVR) Line at (866) 633-5295. Note: you must call the IVR Line from the primary number that is on file for your account.

My ATM card is not working, what should I do?

If you have made more than 3 attempts with your old PIN, please call us at 336-940-4405 or 1-877-751-5755 or your local branch and we will reset it for you.

My debit card has been lost or stolen. What do I do?

Call Bank of the Carolinas at 336-940-4405 or toll free at 1-877-751-5755 to cancel your card and reorder a new one. Our business hours are Monday through Friday from 8:30am until 5:30pm. If you need help outside of our business hours, please call 1-800-500-1044 immediately to cancel your card, then call us at 336-940-4405 or 1-877-751-5755 during our business hours to reorder your card.

To ease the stress and risk associated with having a wallet or purse stolen, consider registering your cards through Check Extra. With one phone call, you can cancel and reorder all of your registered cards. Click here to learn more.

Online Banking

I cannot login to Online Banking.

If you have attempted to login with your old password more than 3 times and failed, you are now locked out of our system. You may call 336-940-4405 or 1-877-751-5755 to be "unlocked" and reset.

What if I've forgotten my current Username or password?

If you know your username and have identified your Passmark , but you've forgotten your password, you may reset it online by entering your Telebanc PIN, an account number and the amount of your last deposit.

You may call Telebanc at 1-877-751-1895 to create a new PIN. Instructions for Telebanc, including your personal Telebanc number, were mailed to you in mid-September. While in telebanc, you may wish to ask for your most recent deposit in order to enter the amount online and reset your password.

If you need further assistance, please call our Customer Support Center at 336-940-4405 or 1-877-751-5755 and they'll help you reset your password or access your username as soon as possible. Please be prepared to provide us with information to properly identify you.

What are the technical requirements for Online Banking?

Internet Explorer® 7.0 - 9.0
Firefox® 3.6 or higher
Safari® 5.0 for Mac
Google Chrome™ 12

Why does some text in Online Banking overlap?

If you see an 'overlapping' of information displayed on your Online Banking screens, you may try checking your screen resolution. We recommend that the resolution be changed to 1024 x 768.
Screen resolution can be checked by going to:

Start menu
Settings
Control Panel
Display
Settings tab at the top
Adjust the Screen Resolution from less to more

Web Bill Pay

Where can I find Web Bill Pay?

You can access Web Bill Pay through our new Online Banking system. Once you're logged on to online banking, click the "Web Bill Pay" link on the navigation menu.

E-Statements

How do I sign up for e-Statements?

Easy! Simply log in to online banking, select Administration tab, and then statement delivery preference and click beside the account preference. Notification of your statement will come to you by email and you can reference your statements online. No paper, no filing, no fuss!

Telebanc

What is the number for Telebanc?

1-877-751-1895

I've lost my Telebanc ID, who should I contact?

You can visit your local office or dial our Customer Support Center at 336-940-4405 or 1-877-751-5755.

I called the number and created a new Telebanc PIN, but now I've forgotten it, what should I do?

Please call our Customer Support Center at 336-940-4405 or 1-877-751-5755. Our friendly associates can reset it for you.