Safe With Citizens&Reg; Frequently Asked Questions

Will my Online User ID or Password change?
How will my login process change?
What is Safe With Citizens?
Why Do I need Safe With Citizens?
How does it work?
Can I access my accounts from multiple computers?
Can two people log in from the same computer?
What is a registered device? How do you know I'm logging in from my own computer?
Why am I being asked a Challenge Question when I enter my Online User ID instead of being shown my Security Image and Phrase?
What happens if someone steals my password? How does Safe With Citizens keep them from accessing my account?
What is Phishing?
I appear to be at the Citizens Bank Online website and am being asked a question. I don't see my Safe With Citizens specific information. How do I verify that I am at the authentic Citizens Bank Online site?
When will I enroll in Safe With Citizens?

Will my Online User ID or Password change?
No, you will still use the same Online User ID and Password that you use today.

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How will my login process change?
One change that you will notice is that you no longer enter your Online User ID and Password on the same page. Moving the Password to a secondary page will allow us to apply additional security checks to validate your identity prior to entering your Password.

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What is Safe With Citizens
Safe With Citizens provides an extra level of security by ensuring that only you can access your account information. Your selected image, phrase, challenge questions and answers to those questions are only known to you and Citizens Bank. When you see your image and phrase, you can be assured that you are at the authentic Citizens Bank Online site.

Additionally, once you have registered your computer, Safe With Citizens will remember which computer you normally use, giving you added confidence and protection against unauthorized individuals accessing your accounts.

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Why Do I need Safe With Citizens?
Safe With Citizens provides you with peace of mind at a time when online fraud is at its highest level. First, you are assured when you see your selected image and phrase that you are at the authentic Citizens Bank Online site. Second, we will also recognize that you are the authorized person associated with your account by seeing that selected image and phrase. If we do not recognize your computer, we will ask you one of your challenge questions to verify your identity.

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How does it work?
When you visit us at a branch, we know who you are and you know us. Safe With Citizens provides you the same level of security from the Internet. When you enroll, you will select a security image and phrase. When you login, your chosen image and phrase will appear after you enter your Online User ID to let you know that you are accessing Citizens Bank Online. We will also check the computer you are using to access our site. Typically, you access your account information from one or two computers from either work or home. If you decide to use a different computer, such as a computer from an Internet café, we will take additional security measures by asking you to answer one of your challenge questions before entering your Password to access your account information.

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Can I access my accounts from multiple computers?
Yes. There is no limit to how many different computers you can use to access your account information online. If you login from a new computer or a public PC, you will just need to go through an additional security step and answer one of your challenge questions to validate your identity.

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Can two people log in from the same computer?
Absolutely. There is no limit to how many people can login to Citizens Bank Online from the same computer. The Safe With Citizens information that you register with us will distinguish you from other users accessing their online accounts from the same computer.

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What is a registered device? How do you know I'm logging in from my own computer?
When you login for the first time from a new computer or your iPhone, we put a secure encrypted cookie on your device. This cookie contains a unique randomly generated number, which is only visible to the Citizens Bank Online site and does not contain any of your personal information. When you login, your browser sends us this cookie, which verifies that this is your computer.

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Why am I being asked a Challenge Question when I enter my Online User ID instead of being shown my Security Image and Phrase?
There are several reasons why you might be presented with your challenge questions. These questions, which you must answer during your security enrollment process, are meant to protect you from unauthorized attacks from phishers or hackers and to confirm your identity to us.

Here are some of the reasons why you may be challenged to answer these questions:

  • You are logging in from a different computer.
  • You may have cleared all of your cookies on your computer and we no longer recognize your computer.

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What happens if someone steals my password? How does Safe With Citizens keep them from accessing my account?
When someone tries to login using your stolen User ID and Password, we recognize that they are logging in from a different computer and ask them a challenge question. Since you are the only one who knows the answers to the question, they will not be able to provide a correct answer. And, as a result, will never see your Safe With Citizens customer-specific information or be able to access your account.

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What is Phishing?
Recently, there have been fraudulent attempts by identity thieves to trick people into revealing personal information (like passwords) by creating fake websites that look like legitimate websites. As part of this scam, thieves randomly send emails with links to these fake websites. This phenomenon is called “phishing” (pronounced “fishing”).

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I appear to be at the Citizens Bank Online website and am being asked a challenge question. I don't see my Safe With Citizens specific information. How do I verify that I am at the authentic Citizens Bank Online site?
First, make sure you are at our website by typing in the web address (URL) https://www.citizensbank.com directly into your web browser. Do not cut and paste the address from an email, and do not click on any links. If you still see a challenge question, answer it. You should see your Safe With Citizens customer-specific information next to the Password field. If it is there, you can be confident you're at the genuine Safe With Citizens site. Whenever you use a new computer or public terminal, you will be asked a challenge question to ensure someone has not stolen your Online User ID or Password. You will also be asked to answer a challenge question if you happen to delete cookies from your computer.

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