Online Banking & Bill Pay (FAQs)

It's easy to enroll in Online Banking. If you have your account information or Social Security number, you can sign up online right now.

To help our customers manage more of their finances online — in one place — Online Banking offers access to your investment accounts with Citizens Investment Services®. These accounts include:

1. Accounts serviced by Citizens Wealth Management
2. Investment accounts you manage

Online Banking also provides convenient access to the Wealthscape Investor^SM website, where you can execute transactions and obtain more detailed information on your investment accounts with Citizens Investment Services.

Citizens uses the highest level of encryption available today in order to keep your information safe. Encryption is the process by which information is translated into undecryptable code and then back to recognized information.

We use a risk-based approach to every login attempt. As part of this approach, a one-time password will be requested for you to confirm should we find it necessary to further verify your identity.

Please note that best-in-class security standards change over time. As such, we are no longer asking for security questions from you, since information used for those questions is often able to be found easily.

Your security is our top priority.

Online Banking gives you the power to access and manage nearly all your Citizens accounts — from one place. 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 can access their deposit accounts, loans and lines of credit, investment accounts with Citizens Investment Services, credit cards and mortgages. Business users have access to deposit accounts, overdraft lines of credit, some loans and lines of credit. Business customers may request that other business or personal accounts on which they have an eligible account ownership status be linked to their online profile.

To make it easier and more convenient to access important account documents, such as statements, check images, electronic notices (eNotices), and 1099-INT and other tax forms, we put them all in one place: the Online Banking Document Center. To access the Document Center, log in to Online Banking and click the "DOCUMENT CENTER" tab.

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")

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" tab to begin. For business customers, it may take up to 24 hours to enroll in Online Bill Pay.

Contact Online Banking Customer Service at 1-800-656-6561 (or, for business customers, 1-877-229-6428).

Citizens uses the highest level of encryption available today in order to keep your information safe. Encryption is the process by which information is translated into undecryptable code and then back to recognized information.

We use a risk-based approach to every login attempt. As part of this approach, a one-time password will be requested for you to confirm should we find it necessary to further verify your identity.

Please note that best-in-class security standards change over time. As such, we are no longer asking for security questions from you, since information used for those questions is often able to be found easily.

Your security is our top priority.

Yes. Please see the Citizens Online Guarantee page for complete details.

You are the first line of defense for your Online Banking account security.

Here are some helpful tips to protect yourself:

• Keep your password a secret — even from us!
• Click on Log Out when you're done banking with us, whether online or in the mobile app.*
• Create a unique password.
• Don't reuse passwords.
• If you must write down a password, hide it where others won't find it.

If you are worried about a site being fraudulent, check the URL for the following:

• Short URLs: If the link is too short, don't use it. Scammers love to use links from shortening sites (e.g., bit.ly) because it bypasses security filters easily.
• Hijacked URLs: Review the link for any characters that do not belong. Scammers will take existing URLs and sneakily add characters that you may miss at first glance.
• Unknown URLs: If you don't recognize a URL, don't click on it.
• Misspelled URLs: If the URL has typos in it, stay clear.

If you need help, let's start a chat.

Please start by retyping your password. If that doesn't work, here's how to create a new one:

• Go to citizensbank.com
• Click Log in
• Click Trouble logging in?
• Select I forgot my password
• Enter some info to verify your identity
• Create your new (easy-to-remember-but-hard-to-guess) password!

By default, Online Banking has a timeout feature. If the system is idle for 10 minutes, the user is automatically disconnected after a 60-second countdown.

Citizens uses a Secure Socket Layer (SSL), also known as Transport Layer Security (TLS), to allow web browsers and servers to safely communicate online.

Simply put, they're an extra way to help you protect your sensitive data.

SSL certificates are used to establish and maintain a secure connection and encrypt the data passing between your browser and our systems. It's designed to prevent anyone from intercepting or viewing your personal and account information.

An EV certificate is the highest level of all SSL certificates. It's strict authentication process gives you the confidence to know that you're on the real Citizens website.

To determine whether EV-SSL is working, look at the address bar of your browser. You should see a closed padlock icon.

The security of your confidential and sensitive data (e.g., login info, social security, etc.) is a top priority and a key feature of our Online Banking.

We use latest technology on the market, such as Secure Socket Layer (SSL), to make sure the information you provide is kept between us.

After you enroll in Online Banking, we won't prompt you to change your password unless you forget it or get locked out of your account.

However, as a best practice, we recommend that you change your password every 3 months.

You should call Online Banking Customer Service at 1-800-656-6561. Business customers should call 1-877-229-6428.

The type of account you have with Citizens 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.

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")

For eligible deposit accounts (excluding Transfers Between Other Bank Accounts and Transfers to Other Citizens 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:

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:

Yes. You can select either a future date or choose the "Frequency" option from the Transfer page you first selected.

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

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.

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.

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.

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 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.

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 "Site & Display Preferences" page under the "Profile & Settings" menu.

Zelle® is a 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 people you trust, regardless of where they bank.¹

Who can I send money to with Zelle®?

You can send money to friends, family and people you know and trust. 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 Citizens nor Zelle® offers purchase protection for 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, request or receive money with Zelle®. To get started, log into Citizens 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 someone from your mobile device's contacts (or add a trusted recipient's email address or U.S. mobile number), add the amount you'd like to send and an optional note, review, then hit "Send." The recipient will receive an email or text message notification via the method they used to enroll with Zelle®. Money is available to your recipient in minutes if they are already enrolled with Zelle®.

To request money using Zelle®, choose "Request," select the individual from whom you'd like to request money, enter the amount you'd like, include an optional note, review and hit "Request." If the person you are requesting money from is not yet enrolled with Zelle®, you must use their email address to request money. If the person has enrolled their U.S. mobile number, then you can send the request using their mobile number.

To receive money, just share your enrolled email address or U.S. mobile number with a friend and ask them to send you money with Zelle®. If you have already enrolled with Zelle®, you do not need to take any further action. The money will be sent directly into your Citizens account, typically within minutes.

If someone sent you money with Zelle® and you have not yet enrolled with Zelle®, follow these steps:

1. Click on the link provided in the payment notification you received via email or text message.
2. Select your Citizens account.
3. Follow the instructions provided on the page to enroll and receive your payment. Pay attention to the email address or U.S. mobile number where you received the payment notification - you should enroll with Zelle® using that email address or U.S. mobile number to ensure you receive your money.

Are there any fees to send money using Zelle®?

Citizens does not charge any fees to use Zelle®.

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

How do I get started?

It's easy — Zelle® is already available within Citizens 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 customer support team toll-free at 1-800-656-6561 for assistance.

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, 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.

A Transfer between my Other Bank Accounts allows you to move funds from your Citizens 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.

Online Banking gives you the power to access and manage nearly all your Citizens accounts — from one place. 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 can access their deposit accounts, loans and lines of credit, investment accounts with Citizens Investment Services, credit cards and mortgages. Business users have access to deposit accounts, overdraft lines of credit, some loans and lines of credit. Business customers may request that other business or personal accounts on which they have an eligible account ownership status be linked to their online profile.

To help our customers manage more of their finances online — in one place — Online Banking offers access to your investment accounts with Citizens Investment Services®. These accounts include:

1. Accounts serviced by Citizens Wealth Management
2. Investment accounts you manage

Online Banking also provides convenient access to the Wealthscape Investor^SM website, where you can execute transactions and obtain more detailed information on your investment accounts with Citizens Investment Services.

Citizens Wealth Management offers a range of products and services. To learn more, visit Investing and Wealth Management.

No. The accounts displayed in the "Investment Accounts" section of Online Banking —

• are not FDIC insured
• are not bank guaranteed
• may lose value
• are not deposit products
• are not insured by any federal government agency

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

Citizens Securities Inc., otherwise referred to as Citizens Wealth Management, 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 the principal amount invested.

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

Not at this time.

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. Information relating to accounts not held at Citizens Securities, Inc. (CSI), is presented as an accommodation, and while drawn from sources believed to be reliable, is not guaranteed for accuracy or completeness. Such information should be independently confirmed by the account owner(s).

Information relating to accounts not held or custodied by National Financial Services (NFS) (Assets Held Away), CSI's clearing broker dealer, was provided to NFS by outside parties and is included for informational purposes only. These positions are not part of your brokerage account carried by NFS and therefore, any SIPC account protection afforded your account through NFS does not cover these assets or prices reported. Neither NFS, CSI nor Citizens are responsible for the Assets Held Away information provided, and do not guarantee the accuracy or timeliness of the positions or prices reported. Prices shown do not necessarily reflect the actual current market prices. You can obtain additional information regarding these prices by contacting CSI.

You can create a new Password and regain access to Online Banking & Bill Pay by clicking the "Trouble Logging In?" link located on the login page. Simply provide some personal information, and we will reset your Password online.

​To retrieve your User ID, go to citizensbank.com, click Login, then select "Trouble logging in?".

Next, select "I forgot my user ID", and then follow prompts to verify your identity.

​You can act immediately by freezing your ATM/Debit card on the iOS or Android mobile app*. This functionality is located in the Manage Cards menu option within the app.

Also, please contact us on 1-800-922-9999 as soon as possible so that we can help protect you against fraud.

This is the best way to minimize any disruption in your account. You are not responsible for fraudulent card transactions that are reported promptly. Swift reporting of a lost or stolen card demonstrates that you have exercised reasonable care in safeguarding your card from the risk of loss or theft.

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.

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.

You will be able to change your password and User ID in Online Banking very soon. Until then, you can change your password by selecting "Trouble Logging In?" within the Login option on CitizensBank.com.

Forgot your User ID? You can retrieve your User ID through the same "Trouble Logging In?" flow.

Contact Online Banking Customer Service at 1-800-656-6561 (or, for business customers, 1-877-229-6428).