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Frequently Asked Questions: Online Banking & Bill Pay

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Popular Questions:
  • Where can I download the Mobile Banking app?
    Our Mobile Banking app for iPhone® is available to download from the App Store. Our Android™ application is available to download from Google Play.
  • How do I log into Mobile Banking?
    You will log into Mobile Banking using the same User ID and Password that you established when you enrolled in Citizens Bank Online.®
  • How safe is Mobile Banking?
    All account information entered and displayed through Mobile Banking is secure and encrypted using Secure Socket Layer (SSL) technology. We also protect information by using hardened connections called Firewalls. Only devices authorized to communicate with the mobile banking system can make a connection.

    In addition, we require users to log into Mobile Banking with the same User ID and Password combination as Online Banking. The Mobile Banking app also certifies all devices before adding them to the list of supported devices to ensure that all transactions are fully encrypted and secure. Mobile Banking for retail customers is covered by our Online Banking Guarantee.
  • How do I enable/disable Fingerprint Login and Touch ID?®
    You can enable/disable Fingerprint Login and Touch ID® from the Login & Security section within Settings. Fingerprint and Touch ID® will need to be set up on your device before it can be enabled within the application.
  • What is Fast Balance?
    Fast Balance is a feature that allows you to view your selected account balances right on your app home screen before you log in. Once you activate Fast Balance from within the app, simply tap and hold from the app home screen to see your balances.
  • How current is the information I see in Mobile Banking?
    The available balance is real time based on transactions completed online throughout the day; this may also include cash deposits/withdrawals at the branch, ATM withdrawals, debit card purchases, and telephone transfers.
  • What is Fast Balance?
    Fast Balance is a feature that allows you to view your selected account balances right on your app home screen before you log in. Once you activate Fast Balance from within the app, simply tap and hold from the app home screen to see your balances.
  • What are the benefits of Fast Balance?
    With Fast Balance turned on, you can quickly view your account balances without having to go through the entire login process of entering your User ID and Password.
  • How do I turn Fast Balance on for my device?
    To turn on Fast Balance, simply log in, go into settings, select "Fast Balance," and activate the feature by turning it on and selecting the accounts you would like to view.
  • Why isn't my account available for Fast Balance?
    Currently, we only allow Fast Balance for checking, money market, and savings accounts.

  • How safe is Fast Balance?
    Fast Balance does not store any personal information including User IDs, Passwords, or any other account details. Account numbers will not be visible through Fast Balance and no banking functions will be available without logging into the mobile app. However, since the balance of the accounts will be viewable to anyone who has access to the device, we recommend that you set up a Device Lock or Password to limit exposure to your account balances.
  • How current is the information I see in Mobile Banking?
    The available balance is real time based on transactions completed online throughout the day; this may also include cash deposits/withdrawals at the branch, ATM withdrawals, debit card purchases, and telephone transfers.
  • What balances are shown?
    Available Balance: This balance represents the dollar amount of money available in your account. It includes all cash and electronic transactions, such as direct deposit, that have been credited to your account as of today's business date, but does not include any pending credits. Any advances, principal payment outstanding authorizations and holds requested or placed on your account have been subtracted from the balance. Balances do not reflect any items which may post to your account overnight (Checks, Fees and Regular Payments).

    Outstanding Authorizations and Funds on Hold: Outstanding Authorizations are debit card purchases where the merchant has not yet claimed the funds. Funds on hold are credits to your account that are subject to a hold.

    Small Business Advance and Payment Requests: When you make an advance or principal pay down to a business loan or line of credit before 7:50 PM EST, it will post to the account the same day. If an advance or principal pay down to a business loan or line of credit is requested after the cut off time, it will post to the account the following business day.

    New Balance: Indicates the total amount you owe on your credit card. This amount includes any previous balance, less any payments and credits, plus any purchases, cash advances, other charges, and total finance charges.
  • What is mobile deposit?
    Mobile deposit is a convenient feature of the Citizens Bank Mobile Banking App that makes it simple to quickly and securely deposit checks using your smartphone or tablet. You just take a photo of the front and back of your check and follow the clear instructions that you'll see on-screen.
  • What are its benefits?
    With mobile deposit, depositing checks is simpler and more convenient than ever. It lets you use your smartphone or tablet to:
    • Deposit checks virtually anytime, anywhere.
    • Save time and trips to the branch.
    • Extend the business day to 10:00 p.m. ET and still have your mobile deposit count as a deposit on that business day.
    Refer to our Funds Availability Policy for additional details.
  • How does it work?
    It’s simple to deposit checks with mobile deposit. From the Citizens Bank Mobile Banking App, here’s all you need to do:
    • Tap mobile deposit.
    • Pick the account you’re depositing to and enter the check amount.
    • Photograph both sides of your endorsed check with your smartphone or tablet camera, following the clear on-screen instructions.
    • Review your deposit information and then submit your deposit.
    • Look for the confirmation that your deposit was received.
    • You can view the deposit in Account History and see the details of your deposit and check images in View Recent Activity.
  • When can I make mobile deposits?
    You can deposit checks with mobile deposit whenever you want –– 24 hours a day, 7 days a week. Deposits received after 10:00 p.m. ET will be considered received on the next business day. Keep in mind that mobile deposits are subject to our standard Funds Availability Policy.
  • Who is eligible to use Mobile Deposit?
    To be eligible to use Mobile Deposit, you must meet the following criteria:
    • Have a personal or small business checking or savings account in good standing.
    • Be enrolled in Online and Mobile Banking.
    If you meet this criteria when you attempt to enroll, you will be presented with the Mobile Deposit Service Agreement. In order to complete enrollment, you MUST accept the Agreement.
  • Is there a fee for using the service?
    There's no fee for depositing checks with mobile deposit. Keep in mind, though, that mobile deposits are considered transactions, so accounts subject to transaction limits may result in fees.
    * Wireless carrier, text and/or data charges may apply.
  • How will I know if I'm not eligible for Mobile Deposit?
    To be eligible for Mobile Deposit, you must:
    • Have a personal or small business checking or savings account in good standing.
    • Be enrolled in Online and Mobile Banking.
    If you are ineligible for Mobile Deposit, you will receive a message when attempting to access the service within the app.
  • Which of my accounts can receive mobile deposits?
    You can make mobile deposits into most personal and small business checking, savings, and money market accounts.
  • Can I make payments with mobile deposit?
    No, you cannot use the service to make payments directly to a credit or loan account. The service can only be used to deposit to eligible Checking, Savings, and Money Market accounts.
  • What types of checks CANNOT be deposited with mobile deposit?

    The following items are not eligible to be deposited via mobile deposit:

    • Checks payable to any person or entity other than the owner(s) of the account into which the check is being deposited.
    • Checks containing an alteration to any of the fields on the front of the check, or which you know or suspect, or should know or suspect, are fraudulent or otherwise not authorized by the owner of the account on which the check is drawn.
    • Checks payable to two or more persons jointly, not alternatively, unless deposited into an account jointly owned by all payees.
    • Checks previously converted to a substitute check, as defined in the Account Agreements, are "image replacement documents" that purport to be substitute checks.
    • Checks drawn on a financial institution located outside the United States.
    • Checks that are remotely created checks, as defined in the Account Agreement.
    • Checks not payable in United States currency.
    • Checks dated more than six (6) months prior to the date of deposit.
    • Checks prohibited by the Bank's current procedures related to this Service or which are otherwise not acceptable under the Account Agreement governing your Bank account.
    • Checks payable on sight or payable through Drafts.
    • Checks with any endorsement on the back other than that specified in this Agreement.
    • Checks that have previously been negotiated, submitted through this Service, or through a remote deposit capture service offered at any other financial institution.
    • Checks that are drawn or otherwise issued by the U. S. Treasury Department.
    • Money Orders or Postal Money Orders.
    • Travelers Checks.

  • Are there any limits on the dollar amount and the number of deposits I can submit?
    Yes, for your protection, deposit limits apply. When you make a mobile deposit, you'll be notified of the amount you can deposit on the Make a Deposit and Deposit Amount screens. If you exceeded this limit, you’ll receive a message informing you about your limit. At that point, you can visit any ATM or branch to make your deposit.
  • Is there a cutoff time to make my mobile deposit?

    A mobile deposit submitted before 10:00 PM ET is processed on the same business day. Deposited funds are available based on our funds availability policy. Mobile deposits made after 10:00 PM ET or on weekends and bank holidays will be viewable and processed the next business day.

  • When will my deposit become available?
    Mobile deposits will become available for your use in accordance with our Funds Availability Policy. In most cases, funds are available next business day. Checks issued by Citizens Bank may be available to cover debits made same business day. In the event of extended holds, the full value or $200, whichever is less, will be available the next business day. Any remaining amount will be available when the hold period expires.
  • Why are the funds from my Mobile Deposit on hold?
    Holds are placed to help protect both you and the bank from losses that could occur when a deposited item is returned unpaid. In certain instances, it's possible that a hold will be placed at the time you submit a deposit or after you've made a deposit. A hold means that, although we've received your check for deposit, you won't be able to use the funds until the hold period has expired. Hold periods are typically one or two business days but may extend longer in special circumstances, such as when new account holders deposit non-Citizens Bank checks. If an extended hold is placed on your deposit, you'll receive a written notice from us. For additional information about holds, please refer to our Funds Availability Policy.
  • How do I endorse my checks for mobile deposit?
    Simply sign or use an official company stamp on the back of your check. Please write “For Citizens Bank Deposit Only” below your signature. Any items not properly signed will not be accepted via mobile deposit.
  • How will I know that my mobile deposit is received?

    After we successfully receive your deposit, you'll receive a deposit confirmation message on the screen. Received deposits will be viewable within the Account History of the deposit account you've selected, or within your mobile deposit Recent Activity. You can also choose to receive a digital deposit receipt via email for your records from the Deposit Confirmation screen. All deposits are subject to verification.

  • How can I ensure that the check images I take will be high quality?
    To ensure a high-quality check image, your smartphone or tablet must have a built-in camera that's at least two megapixels. When capturing the image, please:
    • Place check on flat, dark-colored surface in a well-lit area.
    • Position device’s camera over check to minimize angles, glare, and shadows.
    • Align the check with the four corners of the guide image, and not the corners of your screen.
    • Avoid objects and clutter around the check.
    • Hold the device steady and the picture will be taken for you.
  • What should I do with the check after submitting it via Mobile Deposit?
    For your protection and verification purposes, you should write “Mobile Deposit” on the original check and securely store it for 15 days. After this time, you may mark the check "VOID" and destroy it.
  • Are check images saved on my device?
    Check images are never saved on your smartphone or tablet. The images are securely transmitted and digitally stored at the bank in accordance with the Check 21 Act, which allows financial institutions to process checks electronically.
  • Can I deposit more than one check at a time?
    You can deposit multiple checks in the same Mobile Banking session; however, you may only photograph and submit one check at a time. Deposit limits and other restrictions may apply.
  • What if I submit a deposit for the wrong amount?
    All deposits are subject to verification. In the event an adjustment is necessary, we'll notify you in writing.
  • What are the benefits of Mobile Deposit?
    Mobile Deposit makes depositing checks easier and more convenient than ever, allowing you to use your mobile phone or tablet to:
    • Deposit checks anytime, anywhere.
    • Save time and trips to the branch.
    • Enjoy an extended Cut-Off time of 10:00PM ET for same-day deposit processing in most cases. Please refer to our Funds Availability Policy for additional Information.
  • What if I have a question that's not answered here?
    Just call us at 1-877-670-4100, or visit your local branch.
  • Is Bill Pay available with Mobile Banking?
    Yes. Bill Pay is available within our Mobile Banking app. You may also access Bill Pay by logging into Online Banking and selecting "Pay Bills".
  • Can I transfer funds between my accounts?
    Yes. You can transfer funds from any eligible checking, money market, savings, or line of credit account you have linked to your profile. You can transfer funds to any eligible checking, money market, savings, line of credit, or loan account. In cases where account types are IRAs or other restricted products, transfers may not be permitted.
  • How late in the evening can I make a transfer for the funds to be processed the same day?
    The cutoff time for checking, savings, and money market accounts is 11:30 PM EST for a transfer to be considered on the current business day. The cutoff time for a transfer to a personal credit card is 5:00 PM EST. For "Transfers Outside the Bank," the cutoff time is 3:00 PM EST.
  • What is an Account-to-Account Transfer2?
    An Account-to-Account Transfer 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.
  • My statement shows that I have a Real-time Credit. What does this mean?
    A Real-time Credit is a safe payment directly into your account from a vendor. Funds are available immediately so you can write checks against it, pay bills or transfer money. If you have questions regarding the payment you received, or you don’t recognize the amount or the sender, you can contact Citizens Bank.
  • What is Zelle®?

    Zelle is a way to send money directly to almost any bank account in the U.S.-typically within minutes1. With an email address or U.S. mobile phone number, you can now quickly, safely, and easily send money to people you trust, regardless of where they bank2.

  • Who can I send money to with Zelle?

    You can send money to friends, family and people you know and trust.2 Since money is sent directly from your bank account to another person’s bank account within minutes1, it’s important to only send money to people you trust, and always ensure you’ve used the correct email address or U.S. mobile number. Zelle should only be used to send money to friends, family or others you trust.


    If you don’t know the person, or aren’t sure you will get what you paid for (for example, items bought from an on-line bidding or sales site), we recommend you do not use Zelle for these types of transactions. These transactions are potentially high risk, neither Zelle nor Citizens Bank offers a protection program for any authorized payments made with Zelle – for example, if you make a purchase using Zelle but you do not receive the item or the item is not as described or as you expected.

  • 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 minutes1.


    1Transactions typically occur in minutes when the recipient’s email address or U.S. mobile number is already enrolled with Zelle.

  • Are there any fees to send money using Zelle?

    Citizens Bank does not charge any fees to use Zelle.

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

  • 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.


    You can find a full list of participating banks and credit unions live with Zelle here.


    If your recipient’s bank isn’t on the list, don’t worry! The list of participating financial institutions is always growing, and your recipient can still use Zelle by downloading the Zelle app for Android and iOS.


    To enroll with the Zelle app, your recipient will enter their basic contact information, an email address and U.S. mobile number, and a Visa® or Mastercard® debit card with a U.S. based account (does not include U.S. territories). Zelle does not accept debit cards associated with international deposit accounts or any credit cards.

  • Can I use Zelle internationally?

    In order to use Zelle, the sender and recipient’s bank accounts must be based in the U.S.

  • Can I cancel a payment?

    You can only cancel a payment if the person you sent money to hasn’t yet enrolled with Zelle. To check whether the payment is still pending because the recipient hasn’t yet enrolled, you can go to your activity page, choose the payment you want to cancel, and then select “Cancel This Payment.”


    If the person you sent money to has already enrolled with Zelle, the money is sent directly to their bank account and cannot be canceled. This is why it’s important to only send money to people you know and trust, and always ensure you’ve used the correct email address or U.S. mobile number when sending money.


    If you sent money to the wrong person, we recommend contacting the recipient and requesting the money back. If you aren’t able to get your money back, please call us at 1-800-656-6561 so we can help you.

  • How long does it take to receive money with Zelle?

    Money sent with Zelle is typically available to an enrolled person within minutes. If you send money to someone who isn’t enrolled with Zelle, they will receive a notification prompting them to enroll. After enrollment, the money will move directly to your recipient's account.


    If your payment has been pending and has not sent, we recommend confirming that the person you sent money to has enrolled with Zelle and that you entered the correct email address or U.S. mobile phone number. If you’re waiting to receive money, you should check to see if you’ve received a payment notification via email or text message. If you haven’t received a payment notification, we recommend following up with the sender to confirm they entered the correct email address or U.S. mobile phone number.


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


    Transactions typically occur in minutes when the recipient’s email address or U.S. mobile number is already enrolled with Zelle.

  • Will the person I send money to be notified?

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

  • 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.

  • 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 enrollment 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.

  • Do you offer checking accounts for students?
    Yes, our student checking account is available to students and young adults under 25.
  • What do I need to open an account?
    To open a Student Checking account, you need to be under age 25.
    • To open an individual account online, you need to be 18 years of age or older.
    • If you’re age 17 and want to open an individual account, you will need to visit one of our branches. Or, if you’re 17 and want to apply online, you must apply with a joint account holder, such as parent or legal guardian who will be the primary account holder.
    • If you’re age 16, you can open a joint account with a parent or a legal guardian at one of our branches.
  • Is there a monthly maintenance fee for Student Checking?
    Individuals under age 25 are eligible for a waiver of the $3.99 monthly maintenance fee on their Student Checking account. After that time, you may consider other checking account options that can help you waive the fee.
  • Is there a fee for ATM transactions?
    No Citizens fee for using a non-Citizens ATM.  Fees from the ATM owner still apply.
  • How can I avoid overdrawing my account?
    Knowing how much money is available in your account is critical to avoiding overdraft situations. Citizens gives you tools that make it easy, such as Online and Mobile Banking*, and account alerts. Learn how to manage overdrafts and avoid fees by viewing our Overdraft Choices.
  • How do I use Zelle® to send or receive money?
    Zelle® is a way to send money directly to almost any bank account in the U.S.-typically within minutes.1 Learn more about Zelle®2.

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