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Frequently Asked Questions: Online Banking & Bill Pay

Have a question? Chances are, you’ll find the answer here.Select a topic below to get started.
If you prefer to contact us differently, visit Customer Service.

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Popular Questions:
  • How can I sign up for Online Banking?
    It´s easy to enroll in Citizens Bank Online®. If you have a Citizens Bank ATM/Debit Card, you can sign up online right now. You'll be asked to supply your 16-digit ATM/debit card number and PIN, a Citizens Bank account number and the last four digits of your Social Security number. If you do not have a Citizens Bank ATM or Debit Card, call Online Banking Customer Service toll free at 1-800-656-6561. Business customers should call 1-877-229-6428 to sign up.
  • How safe is Online Banking? What systems are in place to ensure security?
    To make Online Banking secure, Citizens Bank uses the highest level of encryption available today. Encryption is the process by which information is translated into undecryptable code and then back to recognized information.

    As an added measure, Online Banking gives you the capability to easily verify that you are on the authentic Citizens Bank website and not on a fake site created by fraudsters. Just look for the green bar (or some variation of it) in your browser address. The green bar should remind you that "green is good" and that our website has passed a sophisticated authentication process, letting you know you are good to go.
  • What kind of transactions can I perform using Online Banking?
    You can review account history and current transactions, transfer funds between accounts (inside and outside the bank), place stop payments, request copies of statements, send customer service requests via secured Email, pay bills, view images of cleared checks, access your checking, savings and loan account statements online, and much more.

    Personal Online Banking users have access to deposit accounts, loans and lines of credit, credit cards, and mortgages. Business users have access to deposit accounts, overdraft lines of credit, and some loans and lines of credit. Business customers may request that other business or personal accounts on which they have an eligible account ownership be linked to their online profile.
  • What is Online Banking's Document Center?
    To make it easier and more convenient to centrally access important account documents, such as account statements, check images, 1099-INT tax forms, and electronic notices (eNotices), Online Banking features the Document Center. You can access the Document Center at any time by clicking on the “DOCUMENT CENTER” tab.
  • What types of accounts can I transfer funds to and from?
    You can transfer from any checking, money market, savings or line of credit account you have linked to your profile. You can transfer money to any checking, money market, savings, line of credit account, personal credit card, and most loan accounts. (In cases where account types are IRAs or other restricted products, transfers may not be permitted.) All accounts must be eligible for Online Banking under your account profile.

    You can also transfer from your checking, money market, or savings account to the checking, money market, or savings account of another customer. (Requires set up of the "Transfer Between Citizens Accounts" of another customer)

    In addition, you can transfer between your checking, money market, or savings account and the checking and savings accounts you own at other financial institutions. (Requires set up of the "Transfer Between My Other Bank Accounts")
  • Do I need to sign up separately for the bill payment services?
    No, there is no separate sign up for Bill Pay. Once you are signed up for Online Banking, you can use the Bill Pay service immediately. Simply click on the "PAY BILLS & PEOPLE" tab to begin. For business customers, it may take up to 24 hours to enroll in Online Bill Pay.
  • What is SpeciFi from Citizens Investment Services℠?

    To help our customers manage more of their finances online, Citizens Investment Services offers SpeciFi℠ digital advisor. This online investment advisory service features investment recommendations personally tailored to your unique needs and financial goals. SpeciFi brings you intelligent analysis and an easy, low-cost way to build a tax-efficient, diversified investment portfolio – all right from Online Banking.

  • Can I email questions about my account to you? How secure is email?
    Most email is not secure and we DO NOT recommend sending sensitive information, such as your account number, Social Security number, or other confidential information through regular email. When you enroll in Online Banking, you can, however, send us secure messages by clicking on the "CONTACT US" link at the top of the page. There, you will have the option to message Citizens Bank about specific questions or send general comments or concerns.

    When you communicate via the Online Banking Message Center through the "Send Us A Message" option, your Email is secure.
  • Whom do I call if I need Online Banking assistance?
    Contact Online Banking Customer Service at 1-800-656-6561 (or, for business customers, 1-877-229-6428).

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  • How can I sign up for Online Banking?
    It´s easy to enroll in Citizens Bank Online®. If you have a Citizens Bank ATM/Debit Card, you can sign up online right now. You'll be asked to supply your 16-digit ATM/debit card number and PIN, a Citizens Bank account number and the last four digits of your Social Security number. If you do not have a Citizens Bank ATM or Debit Card, call Online Banking Customer Service toll free at 1-800-656-6561. Business customers should call 1-877-229-6428 to sign up.
  • How can I request a debit card?
    If you have a Citizens Bank Checking account, you can request your ATM/Debit Card by calling 1-800-656-6561 or visiting your local branch. Business customers should call 1-877-229-6428.
  • How do I activate my debit card?
    You can activate your card in three easy and different ways:
    • Call the toll-free number on the sticker that´s placed on your ATM/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 terminal.
  • Do I need to upgrade my browser?
    It is Citizens Bank´s mission to ensure we always provide you with the best experience possible. While most browsers will allow you to access Online Banking, older versions may limit your ability to access some of the functions available. To ensure you get the most of your Online Banking experience, we recommend that use browsers with 128-bit encryption.

    Please see our Technical Requirements for complete details and links to recommended browsers.
  • How do I check my browser version?
    With most browsers, you can determine the version by selecting the name of the browser from the navigation menu and clicking on "About (browser name)."
  • When can I start using Online Banking?
    You can begin using Online Banking immediately after you enroll.

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  • How safe is Online Banking? What systems are in place to ensure security?
    To make Online Banking secure, Citizens Bank uses the highest level of encryption available today. Encryption is the process by which information is translated into undecryptable code and then back to recognized information.

    As an added measure, Online Banking gives you the capability to easily verify that you are on the authentic Citizens Bank website and not on a fake site created by fraudsters. Just look for the green bar (or some variation of it) in your browser address. The green bar should remind you that "green is good" and that our website has passed a sophisticated authentication process, letting you know you are good to go.
  • Do you guarantee the security of my banking information?
    Yes. Please see the Citizens Bank Online Guarantee page for complete details.
  • How can I help safeguard my banking information?

    You are the first line of defense for your Online Banking account security. Follow the guidelines below to protect yourself and your account integrity.


    • Never provide your Password to anyone. Citizens Bank employees never ask for this information.
    • When you have completed your Online Banking session, exit the system by clicking the "LOG OUT" link at the top left of the page.
    • Select a Password which consists of letters and numbers. It must be between 8-15 characters in length and contain at least one letter and one number. Select something that would not be easily guessed by others.
    • Be careful with your Password. Do not write it down or maintain it in a place that is easily accessible.
    • Look for the green bar in your browser, which provides verification that you are on the authentic Citizens Bank website. Remember, "green is good."
  • How do I know I am visiting a secured Citizens Bank Online site?
    Online Banking gives you the capability to easily verify that you are on the authentic Citizens Bank website and not on a fake site created by fraudsters. Just look for the green bar (or some variation of it) in your browser address. The green bar should remind you that "green is good" and that our website has passed a sophisticated authentication process, letting you know you are good to go.
  • My password does not work. What do I do?
    Verify that your Online User ID has been entered correctly, clear the Password field and re-enter. If it still does not work, click on the "Forgot Password?" link. You will be asked for additional security information to verify your authentication, create a new Password and continue with the login process. If you are still unable to access Online Banking, contact Online Banking Customer Service for assistance at 1-800-656-6561. Business customers should call 1-877-229-6428.
  • What happens if I do not log off of the Online Banking system?
    By default, Online Banking has a timeout feature. If the system is idle for 9 minutes, the user is automatically disconnected after a 30-second countdown.
  • What is Secure Socket Layer (SSL)?
    Secure Socket Layer (SSL) is a protocol from Netscape Communications Corporation, designed to provide secure communications on the Internet.
  • What is Extended Validation Secure Socket Layer Certificates (EV-SSL)?
    Extended Validation Secure Socket Layer (EV-SSL). With EV-SSL, you´ll see a green bar and be able to easily verify that you are on the authentic Citizens Bank website and not a fake site created by fraudsters to obtain your personal information. The green bar should remind you that "green is good" and that our website has passed a sophisticated authentication process, letting you know you are good to go.
  • What procedures are in place to prevent hackers from accessing my account?
    At Citizens Bank, the security of your online identity and account information is a top priority for us and a key feature of Citizens Bank Online®.

    That is why we use state-of-the art security technology to protect customer sensitive data, such as your Online User ID and password. And, this is why Citizens Bank Online utilizes Secure Socket Layer (SSL) technology to encrypt the information you provide to ensure that only we have access to your sensitive data and that confidential information, such as your account number or Social Security number are always protected.
  • How often will my password change?
    When you sign up for Online Banking, you will be required to select a password. That will remain your password unless you choose to change it using the Change Your Password function. We recommend you change your password periodically, but we will not prompt you to do so.
  • How do I report a problem with my Transaction History?
    You should call Online Banking Customer Service at 1-800-656-6561. Business customers should call 1-877-229-6428.

  • What kind of transactions can I perform using Online Banking?
    You can review account history and current transactions, transfer funds between accounts (inside and outside the bank), place stop payments, request copies of statements, send customer service requests via secured Email, pay bills, view images of cleared checks, access your checking, savings and loan account statements online, and much more.

    Personal Online Banking users have access to deposit accounts, loans and lines of credit, credit cards, and mortgages. Business users have access to deposit accounts, overdraft lines of credit, and some loans and lines of credit. Business customers may request that other business or personal accounts on which they have an eligible account ownership be linked to their online profile.
  • What is Online Banking's Document Center?
    To make it easier and more convenient to centrally access important account documents, such as account statements, check images, 1099-INT tax forms, and electronic notices (eNotices), Online Banking features the Document Center. You can access the Document Center at any time by clicking on the “DOCUMENT CENTER” tab.
  • Can I change my address with Online Banking?
    You can submit requests to change your physical address (primary street address) associated with your account from the convenience of Online Banking. You can also add separate mailing addresses for each of your accounts if you do not wish to have your account documents and cards mailed to your physical address. To submit an address change, click the “edit my Profile” link on the “My Accounts” page. Then click “Change Address” under your existing address and follow the instructions. (Retail customers only)
  • Can I add a seasonal mailing address if I’m planning to be away for an extended period of time?
    You can add a mailing address and specify a date range during which time your account related documents will be mailed to you.
  • Can my physical address and mailing address be the same?
    Yes. You can choose to have your account documents mailed to your physical address or add a separate mailing address for each account.
  • Will I be able to view my statements online?
    Yes. Many types of account statements, including those for most deposit, line of credit, and loan accounts, are available in Online Banking under the "DOCUMENT CENTER" tab.
  • What other types of account documents are available online?
    In addition to account statements, in Online Banking's Document Center, you can easily locate check images, 1099-INT forms, and certain types of notices, including CD Maturity Notices and Overdraft/Insufficient Funds Notices.
  • Can I transfer funds between accounts?
    Yes. You can transfer from any eligible checking, money market, savings, or personal line of credit account you have linked to your profile. You can transfer money to any checking, money market, savings, personal line of credit, and most personal loan accounts. (In cases where account types are IRAs or other restricted products, transfers may not be permitted.) Please see the "Transfer Information & Capabilities" section of FAQs for more information.
  • How many months of transaction history can be viewed?
    You can view up to 18 months of transaction history. (12 months of statement activity for personal credit cards)
  • If I make a withdrawal at an ATM, how soon will my account reflect the balance change?
    When you withdraw funds from an ATM or make a purchase with your debit card, the funds will be immediately removed from your available balance. Some networks update transactions real time while others do not. In general, ATM/Debit Card transactions will be reflected on the Online Banking Transaction History by the next business day.
  • What is the daily balance on the "Transaction History" page?
    The running balance on your "Transaction History" page is similar to your check register: it indicates the balance in your account each time you have a deposit or withdrawal activity.

    Please note that the balance does not reflect holds, outstanding checks, and other transactions, which could cause the balance to be different from the bank´s balance on any given day. The bank does not use this balance as your available balance, and you should not, either.
  • Why can´t I see all of my accounts in my Account Summary?
    Accounts on which you have an ownership code that (generally) allows you withdrawal rights, may be included in your online profile. Accounts may or may not appear in your profile based on whether they have been designated as business or personal. Business owners may request eligible personal accounts be linked to their business profile by visiting a Citizens branch or calling us at 1-877-229-6428. If you don't see an account you expect to see, call us toll free at 1-800-656-6561 for personal accounts. For business accounts, call 1-877-229-6428.
  • Can I get copies of my account statements through Online Banking?
    Up to 18 months of your statements are available online and can be retrieved immediately in Online Banking under the "DOCUMENT CENTER" tab. Simply use the Filter to select the account and timeframe for the statement you are requesting. Statements can be saved or downloaded any time for longer storage needs. If you wish to order a statement older than 18 months, simply click on the "Order Older Documents" link on the "Document Center" page. Or, you can click on the "Contact Us" tab and select "Document Request."
  • Can I request images of checks through Online Banking?
    Yes. You can click on the check number entry on your Transaction History and if an image is available for that check, it will appear on screen. If a check image is not available, you may order a copy by clicking the "DOCUMENT CENTER" tab and then using the "Order Older Documents" link. Or, you can click on the "Contact Us" link and select "Document Request." Fees may apply for check copy requests.
  • Can I export my banking information into my Quicken program?
    Yes. You can download transactions from your account by clicking on the "VIEW MORE TRANSACTIONS" link in a particular account block. At the bottom of the account block, click on the "Download or Print History" link. You will then be taken to the "Transaction Download" screen where you can select your download criteria and format you need.
  • How do I add a mobile address for Alerts?
    Alerts can be sent by secure email to the Alerts Center. They can also be sent to additional locations, including your personal email or mobile phone through SMS. Please visit the "My Alerts Addresses" page to add additional delivery points.
  • How much does Online Banking cost?
    There is no monthly maintenance fee for Online Banking. There may be incidental charges and fees associated with Online Banking, such as those set out below, including, but not limited to, Account fees and charges you initiate by requesting stop payments, check copies, transfers outside the bank, or similar services.
  • How current is the information I see on the screen?
    Online Banking displays your account information in real time based on transactions processed throughout the day, unless stated otherwise.
  • Will there be times when I will not be able to access my account?
    Online Banking is available 24 hours a day, 7 days a week. The only exceptions are when system maintenance is being performed.
  • Can I name my accounts?
    Yes. Simply click on the "Account Nickname & Display Settings" link on the "MY ACCOUNTS" page and type in your Account Nickname. Then click "UPDATE."
  • If the Online Banking system goes down, will my transaction be completed?
    In the rare event that the Online Banking system and all of our back-up systems were to go down, you can be comfortable that any transaction for which you have received a confirmation number has been completed. If you were in the middle of processing a payment when the technical difficulty occurred and had not yet received your confirmation number, you should review your "Pending Payments and Transfers" when the system comes back up. If the payment/transfer does not appear, then you should re-enter the transaction.
  • Is the Online Banking program available to Macintosh users?
    Yes. Macintosh users have full access to Online Banking provided they are using up-to-date versions of Safari, Firefox, or Google Chrome.

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  • Can I obtain tax forms online?
    Yes. Under the "DOCUMENT CENTER" tab, you can access 1099-INT tax forms for individual accounts. Note that tax forms will only be available in the Document Center for accounts available through Online Banking, though some other accounts may appear on a particular 1099-INT form. To ensure you have 1099-INT forms for all your accounts, please check your mail.
  • How do I access tax forms in Online Banking?
    To access your tax forms, click on the "DOCUMENT CENTER" tab. From the "All Types" filter, select "Tax Forms." Using the "All Accounts" filter, select the account from which you wish to receive the document. Then, using the "Timeframe" filter, select the time period of the documents you want to view.
  • How long will my tax forms be available in Online Banking?
    Tax forms will accumulate for up to 7 years beginning with Tax Year 2016.
  • How do I know if a 1099-INT tax form was issued for my account?
    A 1099-INT is only issued if you have interest income of $10.00 or more (not including IRAs). So if your account(s) do not meet this criterion, you will not be issued a 1099-INT form and will not see the form in the Document Center. You are solely responsible for any taxes that may be owed. Please consult your tax advisor. Citizens Bank, N.A. does not provide tax advice.
  • Are there limits to the number of transfers I can make online?
    The type of account you have with Citizens Bank may limit the number of transfers allowed. Checking accounts have no limits to the number of transfers allowed. Savings and money market accounts are limited by federal regulations regarding savings products. Check the Terms and Conditions page or your deposit account disclosure for more detail.
  • What types of accounts can I transfer funds to and from?
    You can transfer from any checking, money market, savings or line of credit account you have linked to your profile. You can transfer money to any checking, money market, savings, line of credit account, personal credit card, and most loan accounts. (In cases where account types are IRAs or other restricted products, transfers may not be permitted.) All accounts must be eligible for Online Banking under your account profile.

    You can also transfer from your checking, money market, or savings account to the checking, money market, or savings account of another customer. (Requires set up of the "Transfer Between Citizens Accounts" of another customer)

    In addition, you can transfer between your checking, money market, or savings account and the checking and savings accounts you own at other financial institutions. (Requires set up of the "Transfer Between My Other Bank Accounts")
  • Is there a maximum funds transfer I can make between accounts?

    For eligible deposit accounts (excluding Transfers Between Other Bank Accounts and Transfers to Other Citizens Bank Customers), the maximum available for transfer is equal to the available balance in your "from" account. This includes any balance linked to the account for overdraft plan transfers.


    Standard Transfers Between Other Bank Accounts are subject to the following dollar limits:


    Type of Limit Amount
    Incoming
      Business Day
      Monthly
     
    $5,000
    $10,000
    Outgoing
      Business Day
      Monthly
     
    $5,000
    $10,000

    *There is a $3.00 per transaction fee for Outgoing Transfers Outside the Bank


    Transfers Between Citizens Accounts to other customers are subject to the following dollar limits:


    Limit per transaction $2,000
  • Can I schedule a transfer to take place in the future or set up recurring transfers?
    Yes. You can select either a future date or choose the "Make Repeating" option from the "Transfer Money" page.
  • How is each of the repeating transfer frequencies scheduled?
    Weekly Transfers occur every seven days beginning with the first transfer date specified.
    Biweekly Transfers occur every 14 days, or every other week, beginning with the first transfer date specified.
    Semimonthly Transfers occur on the first transfer date specified and then again every 15 days after the first transfer date.
    Monthly Transfers occur on the same calendar day of every month, beginning with the first transfer date specified.
    Every four weeks Transfers occur every 28 days beginning with the first transfer date specified.
    Bimonthly Transfers occur on the same calendar date every other month beginning with the first transfer date specified.
    Quarterly Transfers occur on the same calendar date every three months beginning with the first transfer date specified.
    Semiannual Transfers occur on the same calendar date every six months beginning with the first transfer date specified.
    Annual Transfers occur on the same calendar date every year beginning with the first transfer date specified.

    Note: If the recurring transfer is scheduled on a Sunday or bank holiday, the transfer will be processed on the following business day.

  • Can I transfer money into an account if I am not an account owner?

    Yes, From your Deposit Account to certain deposit accounts of other customers with the bank "Transfers Between Citizens Accounts."


    • You will need to set up and verify each of the accounts that you wish to use to make these transfers to.
    • There is no fee for transferring funds inside the bank to another customer, and the dollar limit for "Transfers Between Citizens Accounts" to other customers is $2,000 per transaction.
  • How do I cancel a transfer that I have entered?
    Select the "TRANSFER MONEY" tab from the navigation bar and then both Pending and Completed transfers will be displayed on the Transfer History Page. From here you can edit or delete transfers that have not yet been processed.
  • How late in the evening can I make a transfer for the funds to be processed same day?
    The cutoff time for deposit accounts generally is 11:30 p.m. EST for a transfer to be considered on a particular business day. The cutoff time for transfer to a Personal Credit Card is 5:00 p.m. EST. The cut off time for Small Business Loans or Lines of Credit is 7:50 p.m. EST. For "Transfers Between Other Bank Accounts" the cut off time is 3:00 p.m. EST.
  • I have an account with another bank. Can I transfer funds from this account into my Citizens Bank account?
    Yes. Within Online Banking you may sign up for the option of transferring funds between your linked deposit accounts with the bank and certain deposit or investment accounts at other financial institutions (international transfers are not supported). You will need to set up and verify each of your non-Citizens Bank accounts that you wish to use for these transfers. You agree that you will only attempt to set up and verify accounts for which you have the authority to transfer funds.
  • I never transfer money from some accounts. How do I keep from inadvertently transferring from these accounts?
    All accounts that are eligible for account transfer display in the account pull down menu. Currently, there is no means to disable an account for transfer other than hiding it in the "Account Nickname & Display Settings" area on the "MY ACCOUNTS" page.
  • What is Zelle®?

    Zelle is a new way to send money directly to almost any bank account in the U.S.-typically within minutes. With an email address or U.S. mobile phone number, you can now quickly, safely, and easily send money to more people, regardless of where they bank. Ask your recipient to enroll with Zelle before you send them money–this will help them get their money faster.


    1. Who can I send money to with Zelle?

    You can send money to almost anyone with a bank account in the U.S. who is enrolled with Zelle. We recommend that you ask your recipient to enroll with Zelle before you send them money–this will help them get their money faster.


    2. How do I use Zelle?

    You can send or receive money with Zelle. To get started, log into Citizens Bank online banking or mobile app and click “Send Money with Zelle®”. Review and accept the Terms & Conditions and required disclosures, follow the enrollment steps and you’re on your way.

    To send money using Zelle, simply select your recipient from your Zelle contact list (or add your recipient’s email address or U.S. mobile number), add the amount you’d like to send, review, and then hit “confirm.” In most cases, the money is available in minutes*.

    * To receive money within minutes, your recipient must be enrolled with Zelle and their financial institution must be an active participant in the Zelle Network®. Actual payment delivery speed may vary based upon payment network availability, fraud, risk, or legal compliance controls, and other circumstances. Funds may take up to three business days upon your recipient first enrolling with Zelle. Ask your recipient to enroll with Zelle before you send them money–this will help them get their money faster.


    3. Are there any fees to send money using Zelle?

    Neither Citizens Bank nor Zelle charge any fees to use Zelle.

    * Citizens Bank account and/or any wireless/data fees may apply.


    4. How do I get started?

    It’s easy — Zelle is already available within Citizens Bank mobile app and online banking! Check our app or sign-in online and follow a few simple steps to enroll with Zelle today. We recommend you enroll with Zelle before anyone sends you money–this will help you get your money faster.

    You can find a full list of participating banks and credit unions, live with Zelle at www.zellepay.com.

    Concerned your recipient’s bank isn’t listed? Don’t worry! Almost anyone with a bank account in the U.S. can receive money by enrolling with the Zelle app. Recipients whose banks are not active with Zelle can typically receive their funds within minutes after enrolling in the Zelle app.


    5. Can I use Zelle internationally?

    No. To use Zelle, a recipient must be able to receive money into a bank account in the U.S.


    6. Can I cancel a payment?

    You can only cancel a payment if the recipient hasn’t yet enrolled with Zelle.

    If the payment is still pending, you can go to your activity page, choose the payment you want to cancel, and then select “Cancel This Payment.” If your recipient has already enrolled with Zelle, the money is sent directly to your recipient’s bank account and cannot be canceled.

    If you sent money to the wrong person, we recommend contacting the recipient and requesting the money back.


    7. How long does it take to receive money with Zelle?

    Money sent with Zelle is typically available to an enrolled recipient within minutes. Ask your recipient to enroll with Zelle before you send them money – this will help them get their money faster.

    If you send money to someone who isn’t enrolled with Zelle, they will receive a payment notification prompting them to enroll with Zelle. After your recipient enrolls, it may take three business days for your recipient to receive that payment in their bank account. This is a security feature of Zelle designed to reduce risk and protect you whenever you’re sending or receiving money. Once that payment completes, that recipient will be able to receive future payments faster, typically within minutes*.

    If it has been more than three days, we recommend confirming that the person you sent money to has activated their Zelle profile and that you entered the right email address or U.S. mobile number. If you’re waiting to receive money, we recommend confirming that the sender entered the right email address or U.S. mobile number.

    Still having trouble? Please call the Citizens Bank customer support team toll-free at 1-800-656-6561 for assistance.

    * To receive money within minutes, your recipient must be enrolled with Zelle and their financial institution must be partnered with Zelle. Actual payment delivery speed may vary based upon payment network availability, fraud, risk, or legal compliance controls, and other circumstances. Funds may take up to three business days upon your recipient first enrolling with Zelle. Ask your recipient to enroll with Zelle before you send them money–this will help them get their money faster.


    8. Will the person I send money to be notified?

    Yes! They will receive a notification via email or text message.


    9. Is my information secure?

    Keeping your money and information safe is a top priority for Citizens Bank, and when you use Zelle within the Citizens' mobile app or online banking, your information is protected with the same technology we use to keep your bank account safe.


    10. What if I get an error message when I try to enroll a mobile number or email address?

    Your U.S. mobile number or email address may already be associated with a Zelle profile through another financial institution.

    You can switch to Citizens Bank as your preferred financial institution for Zelle, by going to “Send Money with Zelle®”, selecting ‘Activity’ and then follow the steps under the Manage Profile section. Or just call us at 1-800-656-6561 and ask us to move your U.S. mobile number and/or email address from your other financial institution to Citizens Bank. Either of these options will connect your desired U.S. mobile number and/or email address to your Citizens Bank account for Zelle payments going forward.


    11. Why can't some people send me money using Zelle®?

    At this time, Citizens Bank does not offer the option for customers to receive funds sent from an account with a financial institution that has not partnered with Zelle. Work is underway to implement a solution quickly. In the meantime, the sender can explore other alternatives with their financial institution to send funds.


    12. Why can’t I request money from some people using Zelle®?

    At this time, Citizens Bank does not offer the option for customers to request money sent from an account with a financial institution that has not partnered with Zelle. Work is underway to implement a solution quickly. In the meantime, you can explore other money movement alternatives with Citizens Bank.

  • What is an Account-to-Account Transfer?
    A Transfer between my Other Bank Accounts allows you to move funds from your Citizens Bank account(s) into and out of your accounts held at other banks or financial institutions. All transactions are processed via the Automated Clearing House (ACH) secure network — the same network used by the Federal Reserve to clear checks between financial institutions. And the procedure used is very similar to the process employers use to create direct deposit of payroll and that financial institutions use to carry out automated payments for loans or mortgages.

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  • Do I need to sign up separately for the bill payment services?
    No, there is no separate sign up for Bill Pay. Once you are signed up for Online Banking, you can use the Bill Pay service immediately. Simply click on the "PAY BILLS & PEOPLE" tab to begin. For business customers, it may take up to 24 hours to enroll in Online Bill Pay.
  • Can I set up automatic bill payment?
    You can set up payments for a future date. For fixed payment amounts on a specific day, you can set up repeating payments.
  • What are automatic payments?
    Automatic payments provide a means for automatically scheduling payments in "Pay Bills" based on the options you select. You can set up two different types of automatic payments:
    • Automatic Payments for Electronic Bills - If you receive electronic bills, some billers let you set up options for paying them automatically. You can decide whether to always pay the amount due or to set a limit on the amount for automatically paying the bill. You can also decide whether to make the payment on the due date or on the earliest date available after you receive the bill.
    • Automatic Payment Schedules - You can set up an automatic payment schedule to pay bills of a set amount at regular intervals. For example, you can schedule a payment at the first of each month to pay your mortgage or rent. This type of automatic payment is always available to you, regardless of whether you receive electronic bills from the biller or whether the biller lets you pay your electronic bills automatically.
  • How do I automatically pay my electronic bills?
    Some billers let you set up options for paying your electronic bills automatically. To set up these options, click on the "PAY BILLS & PEOPLE" tab. Then, from the "Payment Center," click on the "eBills" link.
  • Can I include invoice details with my payments?
    Business customers are able to include invoice details with payments. With each payment you have the option to include the invoice number, amount, discount amount, invoice description, and discount description.
  • What proof do I receive that bill payments have been completed?
    Under the "PAY BILLS & PEOPLE" tab, you can select "Payment History" to review details on all your past payments. You can review up to six months of past payments to your payees and determine the status of a particular payment.
  • Whom can I pay?
    You can pay almost anyone in the United States: national bank card companies, mortgage or auto loan companies, department stores, your health club, the paperboy. Any company or individual to whom you could send a check for payment is eligible for payment through Online Bill Payment. Please note that individuals or businesses residing outside the United States are not eligible for bill payment. In addition, bill payments for tax payments or court-ordered payments are prohibited.
  • How long does it take to set up a new payee in the bill payment system?
    Once you are signed up for Online Banking, you can set up a payee at any time. Setting up a new payee takes only a few clicks and payments to the new payee can be made immediately.
  • How long does it take for a company I am paying to receive payment?
    If your biller accepts electronic payments, in most cases, the payment is made the next business day. If the biller accepts only paper checks, it typically takes three business days from the time the payment is sent. When you enter an amount, Bill Pay automatically displays the earliest date you can select for the company or person to receive the payment in the "Pay Date" box. You can either accept this date or change it to a later one.
  • How does my payment get processed and when is the amount deducted from my account?
    Bill Pay automatically displays the earliest date you can select for the company or person to receive the payment in the "Pay Date" box. Most payments are sent electronically to your billers. In the case of electronic payments, the payments begin processing one business day prior to the Pay Date and the funds are withdrawn from your account on the Pay Date. If a paper check is required, a check payment is mailed prior to the Pay Date in order for your payment to be received by the Pay Date. Select the date you want the payment to arrive by. When a biller does not accept electronic payments, the payment will be mailed as a paper check that could arrive before the Pay Date. Please be sure to have sufficient funds in your account a few days prior to the Pay Date in case the payment arrives early.
  • Do my bills get paid electronically or with a paper check?
    We attempt to make all payments by electronic means, but some companies and individuals still require paper checks. For small business customers, any payment that requires additional invoice information will be sent as a paper check generated by Citizens Bank.
  • Can I postdate a single payment?
    Yes. You can enter any future date you choose – up to 365 days in advance.
  • How will I know that my payees received payments sent out through Online Bill Payment?
    You can view your past payments on the "Activity" page to determine if they have been processed or contact the companies directly to verify receipt of payment.
  • If there are not sufficient funds to cover a scheduled bill payment, what will happen?
    If you do not have sufficient funds in the account and if you do not have some form of overdraft plan on the day we attempt to collect the funds, Citizens Bank has the sole discretion to reject the payment or pay the item and overdraw your account. Refer to your deposit account disclosure for applicable fees.
  • What date should I enter as my Payment Due Date?
    The Payment Due Date should be the date that your bill is actually due.
  • How many days in advance do I have to set up the payment before the day I want the payment to be made?
    You will need to schedule your payment at least 1 business day prior to Payment Due Date for electronic payments and at least 3 business days prior to the Payment Due Date for paper check payments.
  • What does the "status" field indicate? What does it mean that a payment is "processed"?
    The "Activity" screen status field indicates the current state of your bill payment request. "Pending" indicates the payment has not processed yet. "Paid" indicates the payment was successfully processed and delivered to the payee. "Unpaid" indicates the e-bill has not yet been paid.
  • Can I cancel or place a stop payment on a bill payment?
    After you enter a bill payment request, you can review the payment in the "Payment Center" screen. You may cancel or edit a payment up to (3) business days or more prior to the Pay Date by following directions within the "HELP" section of the Bill Payment Service. There is no charge for cancelling or editing a Pending Payment. Once the payment moves from the "Pending Payments" screen to the "Payment History" screen, it indicates that the payment is in process or has already been processed and the payment cannot be cancelled or edited. Contact Online Banking Customer Service toll free at 1-800-656-6561 for further assistance. Business customers should call 1-877-229-6428.
  • How is each of the payment frequencies scheduled?

    Please find below the various payment frequencies that can be scheduled.


    Weekly Every week on (or near) the same day of the week you scheduled the first payment.
    Every 2 weeks Every other week on (or near) the same day of the week you scheduled the first payment.
    Every 4 weeks Every 28 days from the previous payment date, starting with the first payment date.
    Monthly Every month on (or near) the same date you scheduled the first payment.
    Twice a month Every month on (or near) the same date you scheduled the first payment. The second payment is scheduled 15 days after the first payment date.
    Every 2 months Every two months on (or near) the same date you scheduled the first payment.
    Every 3 months Every three months on (or near) the same date you scheduled the first payment.
    Every 6 months Every six months on (or near) the same date you scheduled the first payment.
    Annually Every 12 months on (or near) the same date you scheduled the first payment.

    Note: The dates may be adjusted to ensure that payments are sent on a business day within the selected time period. The dates are always rolled back to the previous business day. For example: If you select a Monthly frequency and schedule the payment on the first of every month, and if the first of the month falls on a non-business day, the payment would roll back to the previous business day.

  • How much does Online Bill Payment cost?
    Online Bill Payment is currently offered at no charge. You will be notified if this changes in the future.
  • Will my overdraft plan work for Online Bill Payment?
    Yes. Any overdraft plan on your account is honored when using the online service.
  • Can I still write checks?
    Yes. Bill Pay simply allows you a method to write checks and manage your money via electronic means. Your paper checks are still valid and will appear on your "Transaction History" as each check clears your account.
  • Can my Citizens Bank loan payments be made using bill payment?
    Yes. You can enter any one of your Citizens Bank loan or line of credit payments into Online Bill Payment. However, for faster payments to your Citizens Bank loan or line of credit, you can transfer funds from your checking or savings account. Select the "TRANSFER MONEY" tab and choose the "to" and "from" accounts.
  • Is there a limit to the number of bill payments I can perform per month?
    The type of account you have with Citizens Bank may limit the number of payments allowed. Checking accounts have no limits to the number of transfers allowed. Savings and money market accounts are limited by federal regulations regarding savings products Check the Terms and Conditions page or your deposit account disclosure for more detail.
  • What should I enter in the "Memo" field?
    The "Memo" field can be used to enter additional information specific to a one-time or recurring payment. This information will only be noted on payments issued as paper drafts. Electronic payments (wire, ACH, etc.) will not include any memo information you supply.
  • What is the "confirmation number"?
    For each bill payment or transfer you complete using the system, you receive a unique reference number to confirm your transaction. Keep note of the number in case you need to research a particular transaction.

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  • What is SpeciFi from Citizens Investment Services℠?

    To help our customers manage more of their finances online, Citizens Investment Services offers SpeciFi℠ digital advisor. This online investment advisory service features investment recommendations personally tailored to your unique needs and financial goals. SpeciFi brings you intelligent analysis and an easy, low-cost way to build a tax-efficient, diversified investment portfolio – all right from Online Banking.

  • How do I enroll in SpeciFi℠?

    When you log in to Online Banking, SpeciFi offers two services that make it easy for you to manage your investment accounts:

    1. You can open a SpeciFi digitally managed investment account by clicking on the “Learn More” button in the “Investment Accounts” section of Online Banking.
    2. You can take advantage of our free investment guidance tool to get personal recommendations on your other investment accounts by clicking on the “Start Now” button in the “Investment Accounts” section of Online Banking.

    Once you make your selection, simply follow the online instructions.

  • Why am I seeing investment accounts in Online Banking?

    To help you get a more complete view of your financial picture, Online Banking allows you to see your bank accounts held at Citizens Bank, as well as your investment accounts held with other institutions -- all in one online place.

  • Are these investment accounts FDIC insured?

    No. The accounts displayed in the “Investment Accounts” section of Online Banking –

    • are not FDIC insured
    • not bank guaranteed
    • may lose value
    • are not deposit products
    • are not insured by any federal government agency.
  • What is the difference between Citizens Bank, Citizens Investment Services, and Citizens Securities, Inc.?

    Banking products are offered through Citizens Bank. Deposit accounts held at Citizens Bank, N.A. and Citizens Bank of Pennsylvania are separately insured, Member FDIC.

    Citizens Securities Inc., otherwise referred to as Citizens Investment Services offers Securities, Insurance, and Investment Advisory Services. Please be aware that the security products offered are different from those offered by a bank and are subject to investment risk, including possible loss of principal amount invested.

    Citizens Bank and Citizens Securities, Inc., are wholly owned subsidiaries of Citizens Financial Group.

  • How do I access my SpeciFi accounts?

    Once you’ve enrolled in SpeciFi, your digitally advised accounts will appear in Online Banking under the “Investment Accounts” section. Click on the “See Details” link to see more information about your accounts. For your convenience, you have direct access to your SpeciFi accounts by logging into Online Banking.

  • How frequently are my investment balances updated?

    The investment balances shown in Online Banking are based on market prices, with up to a 15-minute delay from the time the webpage was last refreshed.

  • Whom can I contact if I have a question about SpeciFi digital advisor or about one of my SpeciFi accounts?

    A knowledgeable SpeciFi support team member is here to help. Simply call 1-855-635-6663 Monday through Friday, 9:00 am - 9:00 pm EST. Or, email us at support@SpeciFi.CitizensSecurities.com. Emails are answered within 24 hours, Monday - Friday.

  • What if I forget my password?
    You can create a new Password and regain access to Online Banking & Bill Pay by clicking the "Forgot Password?" link located on the login page. Simply provide some personal information and the answer to your Challenge Question, and we will reset your Password online.
  • Do I need my debit card number to reset my Online Banking password?
    Yes, you need your Citizens Bank ATM/Debit Card number and PIN, the last four digits of your Social Security number and your Online User ID in order to reset your Online Banking Password. To order a Citizens Bank ATM/Debit Card, on your checking account, call us toll-free at 1-800-922-9999. Business customers should call 1-877-229-6428.
  • How do I retrieve my Online User ID?
    To retrieve your Online User ID click on "Trouble logging in?" and then select the "I forgot my Online User ID" option. Follow the instructions to verify your identity to retrieve your Online User ID. To order a Citizens Bank Debit Card, on your checking account, call us toll-free at 1-800-922-9999. Business customers should call 1-877-229-6428.
  • 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 any 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.
  • What is my Online User ID?
    Your Online User ID is a unique combination of letters and numbers between 5–20 characters that is required for accessing Online Banking. It should be easy for you to remember and hard for others to guess. Your Online User ID is NOT case sensitive and cannot be already taken by another Online Banking customer.
  • Is my login password case sensitive?
    Yes. Valid Passwords are case sensitive, between 8 and 15 characters in length, and contain only letters and numbers. Your Password must include at least one letter and at least one number and be different from your Online User ID.
  • Can I change my password and Online User ID online?
    Yes. Simply log into Online Banking, select the "SERVICE CENTER" tab and under the "Manage Preferences/Update Security Information" area, click on the "Online User ID and Password" link. Follow the instructions under the "Online User ID and Password" section to change your Password.
  • Can I email questions about my account to you? How secure is email?
    Most email is not secure and we DO NOT recommend sending sensitive information, such as your account number, Social Security number, or other confidential information through regular email. When you enroll in Online Banking, you can, however, send us secure messages by clicking on the "CONTACT US" link at the top of the page. There, you will have the option to message Citizens Bank about specific questions or send general comments or concerns.

    When you communicate via the Online Banking Message Center through the "Send Us A Message" option, your Email is secure.
  • Whom do I call if I need Online Banking assistance?
    Contact Online Banking Customer Service at 1-800-656-6561 (or, for business customers, 1-877-229-6428).

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