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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 Touch ID?®
    You can enable/disable Touch ID® from the Login & Security section within Settings. 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 Touch ID®?
    Touch ID® allows you to utilize your fingerprint for authentication instead of using your User ID and Password or PIN.
  • How do I enable/disable Touch ID?®
    You can enable/disable Touch ID® from the Login & Security section within Settings. Touch ID® will need to be set up on your device before it can be enabled within the application.
  • How do I set up Touch ID® on my device?
    Touch ID® can be enabled on the device from the device Settings. In Settings, select Touch ID® & Passcode. From there, you can enable your Passcode Touch ID® and add fingerprints.
  • How many fingerprints can be stored on my device?
    Touch ID® will allow up to 5 fingerprints stored on your device.
  • Will all fingerprints have access to my account?
    All stored fingerprints set up for Touch ID® on your device will have the ability to access the account for which Touch ID® was established.
  • What is a PIN?
    A PIN is a 4-digit personal identification number that you create to access your account without having to enter your User ID and Password.
  • How do I enable/disable a PIN?
    You can enable/disable a PIN from the "Login & Security" section within Settings. This PIN will be stored on your device and therefore can not be recovered from our back-end systems.
  • How do I reset my PIN?
    You can reset your PIN after logging in with your User ID and Password.
  • 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.
  • 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.
  • 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.
  • 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 Zelle 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.

  • 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.

  • 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.

  • 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.
  • 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.

  • 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.

  • 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 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.

  • 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.
  • 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.

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