Frequently Asked Questions

Frequently Asked Questions

Have questions about Pinnacle Online or your Pinnacle Bank MasterCard debit card? This is a great place to start. If you still have questions, feel free to contact us. 

If your ATM or debit card has been lost or stolen, please call 1.866.546.8273 (weekends/holidays and after branch hours). Please use our branch numbers from 8-5 Monday through Friday.

The Security Challenge is a set of three questions and answers that you set. You may select different questions by clicking the drop down tab. After choosing the question, enter an answer that you will remember. You may be asked to provide the answer during future login.

This added security protects you and your financial security in two ways:

  1. You know it's really Pinnacle Bank. Authentication helps you to know that you are on the true Pinnacle Bank Internet banking system and not a look-alike, fraudulent site.
  2. Pinnacle Bank knows it's really you. By registering your computer, our system recognizes you by your individual image, pass phrase and a unique cookie. When you log on we identify your computer by the IP address and other unique identifiers. The cookie is secure and does not contain any personal information. If we cannot recognize your computer, you will be asked to answer a Security Challenge Question as an extra layer of protect.

If you are using a public computer you should choose to not register it. It is for your safety to have an extra layer of security when using public computers. Each time you log in on a computer that you have not registered you will be asked to answer one of the security challenges questions you chose during setup.

If the Security Challenge Questions are answered incorrectly three times the account will be locked. You will receive a message stating “Unable to Process Request-Try Again Later or Contact Customer Service.” You will need to contact Pinnacle Bank at 480.609.0055 during normal business hours to have your account reset.

No. They have been put in place for your protection as well as for regulatory reasons. Every customer choosing to use Internet banking will be required to complete the same procedure.

Yes. To make changes to security questions, image and pass phrase, password or your email just login to your account. You can then make changes from the Options button.

Visit your local branch after April 8th to personalize your new PIN (Personal Identification Number).

With nearly 1,200 participating financial institutions, the MoneyPass surcharge-free network contains 20,000 ATMs across the United States. To find your nearest ATM, please visit

Yes. Download the MoneyPass app for your iPhone or Android device today for an easy-to-use way to find surcharge-free ATMs.

As the issuing bank, we are able to troubleshoot any query you may have about your new MasterCard Debit Card. Please contact us at 480.609.0055 during normal business hours.