CorporateConnect Help Centre: Self-Service Answers and Support Routing
Support Snapshot
The CorporateConnect Help Centre organizes self-service answers into six categories: Logging In, Payments, Reporting, Security, Account Administration and Mobile. Standard cases respond within 4 business hours; critical production-down cases receive a first response within 15 minutes on the 24/7 treasury operations line. Phone support is 800-462-6583 Mon–Fri 7am–9pm CT. Treasury Operations is 24/7 at option 2. Seven years of statements, confirmations and audit logs are available online in PDF, CSV, BAI2 and ISO 20022 camt.053 format.
Browse Help by Category
Six topic areas cover 94% of the questions commercial clients raise on the CorporateConnect support line each week.
Logging In
Password resets, FIDO2 passkey enrollment, soft-token replacement, locked-out recovery, browser compatibility and first-time enrollment codes. See also the step-by-step login guide.
Payments
Wire transfer cutoffs, ACH file formats, SWIFT routing, recall procedures, dual-approval edge cases and bill payment scheduling.
Reporting
Running transaction reports, building custom report templates, configuring BAI2 and ISO 20022 export schedules, and retrieving statement PDFs.
Security
Reporting suspected fraud, positive-pay exception handling, ACH debit filter setup, session timeout settings, reviewing the audit log and responding to security alerts.
Account Administration
Adding, removing and editing users, role assignment, dollar-limit configuration, approval-chain design, entity hierarchy and delegated administration.
Mobile Banking
Installing the CorporateConnect mobile app, enrolling biometrics, approving wires from mobile, mobile deposit capture limits and handling lost-device procedures.
Top 10 Support Topics with Resolution SLAs
The most common CorporateConnect support requests and their typical resolution time.
| # | Topic | Category | First Response SLA | Typical Resolution |
|---|---|---|---|---|
| 1 | Password reset (user-initiated) | Logging In | Self-service | Under 5 minutes |
| 2 | Account lockout after failed MFA | Logging In | 15 min (24/7) | Under 30 minutes |
| 3 | Wire recall request | Payments | 15 min (24/7) | Under 24 hours |
| 4 | ACH return code lookup | Payments | 1 hour | Same business day |
| 5 | BAI2 export schedule change | Reporting | 4 hours | 1 business day |
| 6 | Add new user | Admin | Self-service | Under 15 minutes |
| 7 | Positive pay exception decision | Security | Self-service | By 2pm CT daily |
| 8 | Mobile app lost device | Mobile | 15 min (24/7) | Under 1 hour |
| 9 | FIDO2 passkey replacement | Security | 1 hour | Same business day |
| 10 | Suspected fraud report | Security | Under 1 minute | Immediate triage |
When to Call Rather Than Self-Serve
Most issues resolve inside the portal. A phone call is the right choice for three situations.
First, anything involving an unauthorized transaction — confirmed or suspected. The 24/7 fraud hotline at 800-462-6583 option 7 begins a recall procedure immediately and prevents additional loss. Second, a wire that must settle today and is blocked on an approval-chain issue. Treasury Operations at option 2 can expedite the reviewer path with the company administrator on the line. Third, any question that appears to require a regulator disclosure — for example, a FinCEN SAR-related inquiry or a CFPB complaint routing. These calls are handled by the Compliance Operations team Mon–Fri 8am–6pm CT.
For everything else — reports, user edits, threshold changes, statement retrieval — the in-portal self-service path is faster. The Help Centre search returns a ranked answer in under 400 milliseconds and includes a click-through to the relevant screen with your session context preserved.
Training and Enablement Resources
Free enablement material is available to every active CorporateConnect client.
The Learning Library inside the portal hosts 140+ micro-videos averaging 90 seconds, organized by role (Administrator, Initiator, Approver, Viewer) and by module (Payments, Treasury, Reporting, Security). Completion is optional but recommended for new hires; a printable completion certificate is generated automatically. Quarterly live webinars cover regulatory topics such as Federal Reserve FedNow, NACHA rule changes and OFAC sanctions updates. Webinars are recorded and remain in the library for 24 months.
A dedicated Implementation Guide for new clients walks through the first 30 days: entity setup, user provisioning, role design, dollar-limit calibration, approval-chain mapping, positive-pay issue-file onboarding, and BAI2/ISO 20022 ERP integration. The guide is produced by the client's treasury advisor and is revised after every quarterly business review.
Help Centre Frequently Asked Questions
How do I reset my CorporateConnect password?
How fast will support respond to a case?
Can I download statements from prior years?
What browsers does CorporateConnect support?
How do I add a new user to my company?
Related Services
Continue exploring the CorporateConnect self-service library.
Login Guide
Step-by-step sign-in with FIDO2 passkey enrollment and soft-token setup.
User Management
Provisioning, role assignment and approval-chain design for administrators.
Contact Us
Phone matrix, email routing and regional relationship-manager directory.
Security Posture
Encryption, MFA, positive pay, fraud hotline and SOC 2 Type II details.