Frequently asked questions
Find answers to the most frequently asked questions about your Citizens Bank Debit Card.
How can I request a debit card?
If you have a checking account with us, you can request your debit card by simply calling 1-800-922-9999 or visiting your local branch.
How do I activate my debit card?
How does a debit card work?
You can activate your card three different ways:
- Call the toll-free number on the sticker that's placed on your debit card.
- Use the debit card with your current PIN at any Citizens Bank ATM. Your card will activate automatically.
- Use your debit card for any purchase with your current PIN at any Point of Sale.
What are the benefits of using a debit card?
With your Citizens Bank Debit Card, you can access money from your linked checking account by using it to make purchases or for making ATM cash withdrawals.
- Use your debit card for purchases
You can use it at millions of locations worldwide-at participating retailers and service providers including grocery stores, restaurants, gas stations — even for online and phone purchases.
- Use your debit card at the ATM
You get all the capabilities of an ATM card — you can get cash, transfer funds and make deposits at any no-fee Citizens Bank ATMs
How do I change my PIN?
Your Citizens Bank Debit Card offers a convenient and secure way to make your purchases. It provides:
- Use your debit card for all of your everyday purchases at millions of locations worldwide
- Make purchases and get cash back using your PIN at participating retailers
- No minimum purchase required
- Purchases are automatically deducted from your checking account
- No-fee balance inquiries, deposits and cash withdrawals, payments and transfers at any Citizens Bank ATM
- Zero Liability protection against unauthorized purchases1
- Proactive fraud monitoring
- Extended warranty on eligible debit card purchases2
- Available 24-hour Roadside assistance service
- A safer alternative to cash
If you are using your card for the first time, please be sure to use the PIN number that is sent to you the first time you use the card. You can change your PIN anytime after the first use by selecting the PIN Change option at a Citizens Bank ATM.
How do I request a new Personal Identification Number (PIN)?
If you should forget or lose your PIN and need a new PIN number, please contact us immediately at
1-800-922-9999 or visit your local branch.
How do I report a lost or stolen debit card?
Please contact us immediately if you realize that your card is missing or if you notice any fraudulent transactions:
1-800-922-9999. This is the best way to minimize disruption in your account. You are not responsible for fraudulent
card transactions that are reported promptly and you can demonstrate that you have exercised reasonable care in
safeguarding your card from the risk of loss or theft.
How can I add additional accounts to my card?
Adding additional accounts to your card is easy. Please call us at 1-800-922-9999.
Can I change my ATM card to a debit card? If so, how?
Yes. You can replace your existing Citizens Bank ATM Card with a debit card if you have a checking account with us. To replace your ATM card call 1-800-922-9999 or visit your local branch. You'll receive your new Citizens Bank Debit Card in 5-7 business days.
How is my debit card different from a credit card?
Is there a difference between signing a receipt and using my PIN to authorize a debit
When you use your debit card, funds are deducted from your checking account. You can use it in two ways:
- You can simply sign for your purchase like a credit card.
You must press the “Credit” button and sign for your purchases.
- You can use your PIN at participating retailers.
You must press the "Debit" or "ATM" button on the retailer’s terminal then enter your Personal Identification
Number (PIN). With PIN-based purchases you can also get cash back when you make a purchase at participating
Your options may differ depending on the merchant. Some merchants may require a signature (such as
restaurants), while others may offer you the option of 'Credit' or 'Debit' when processing your purchase. Usually, if
you select 'Credit', you will sign a receipt to authorize your purchase. If you select 'Debit', you will use your PIN.
When you use your PIN, the funds are immediately taken from your account.
Are there transaction fees for using my debit card?
When you use your debit card without your PIN, the merchant may request an authorization from us. If we approve
the request, we immediately remove the authorized amount from your Available Balance through a debit card
authorization hold. This hold remains on your account until we receive a final settlement request (instructions from the
merchant for us to deduct the exact amount of your final purchase from your account).
Whether you select 'Credit' or 'Debit', the purchase amount will be deducted from your Citizens Bank checking
There are no transaction fees for using your debit card to make purchases or make transactions at any
Citizens Bank ATM. However, fees may still apply when used at a non-Citizens Bank ATM.
Are there fees for requesting a replacement debit card?
There are no fees for requesting a replacement debit card. Fees do apply for requested rush delivery of your debit
Where can I use my debit card to withdraw cash, inquire about account balances or transfer funds?
You can get these services at any Citizens Bank across the country and at many ATM networks worldwide. Fees
may apply for these services at non-Citizens Bank ATMs.
When will the actual purchase amount replace the pending amount and be posted to my
It may take several business days for the actual purchase amount to replace the pending transaction amount on your
account. The pending transaction reduces your available balance. The pending transaction is generally replaced when the
final purchase amount is deducted from your account within 3 business days. If the pending amount is not matched with
an actual purchase amount within 3 business days, the pending transaction will be removed from your account.
Regardless of when the final transaction settles with your account, you should consider these funds spent.
How do I locate an ATM?
Go to www.citizensbank.com and use the Branch/ATM locator on the right side of the screen. Simply type in the city, state or zip code to find the nearest Citizens Bank ATM.