Frequently Asked Questions: Citizens Mobile App & Bill Pay

Our Mobile Banking app* for iPhone® is available to download from the App Store. Our Android™ application is available to download from Google Play.

It's easy to enroll. Once you download the Mobile Banking app* and click on the "Enroll Now" link, you will then be guided through a series of simple steps.

You will log into Mobile Banking using the same User ID and Password that you established when you enrolled in Citizens Bank Online®.

Yes, you will log in to Mobile Banking using your Citizens Bank Online® User ID and Password. If you don't have a User ID and Password, please reference the "How do I enroll in Mobile Banking?" FAQ.

You can create a new User ID by clicking the "Forgot Online User ID?" link, or a new Password by clicking the "Forgot Password?" link located on the Online Banking "Login" page. Or call Customer Service at 1-800-656-6561.

Once you have entered your User ID, you can opt to save it by tapping the toggle switch titled "Remember User ID" on the Mobile Banking "Login" screen. When you select this option, only the last 4 characters will be visible within the User ID area on the "Login" screen. You can turn this feature off by re-tapping the switch.

In certain situations, you will be given a Temporary Password for Mobile Banking. Once you log in with this Password, you will be asked to create a new Password.

Yes. When you log into Mobile Banking with your Temporary Password, you will be prompted to enter and confirm a new Password.

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.

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.

Our Mobile Banking app* for iPhone® is available to download from the App Store. Our Android™ application is available to download from Google Play.

Fingerprint Login and Touch ID® can be enabled on the device from the device Settings. In Apple Settings, select Touch ID® & Passcode, or in Android Settings, select Lock Screen and Security. From there, you can enable your Passcode Touch ID® and add fingerprints.

Fingerprint Login and Touch ID® will allow up to 5 fingerprints stored on your device.

All stored fingerprints set up for Fingerprint Login and Touch ID® on your device will have the ability to access the account for which it was established.

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.

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.

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.

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.

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.

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.

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.

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.**

You can make mobile deposits into most personal and small business checking, savings, and money market accounts.

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.

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.
• Money Orders or Postal Money Orders.
• Travelers Checks.

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.

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 $275, whichever is less, will be available the next business day. Any remaining amount will be available when the hold period expires.

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.

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.

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.

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.

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.

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.

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.

All deposits are subject to verification. In the event an adjustment is necessary, we'll notify you in writing.

Just call us at 1-877-670-4100, or visit your local branch.

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".

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.

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.

An Account-to-Account Transfer 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.

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.

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.

You can set up payments for a future date. For fixed payment amounts on a specific day, you can set up repeating 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.

Some billers let you set up options for paying your electronic bills automatically. To set up these options, use your preferred web browser and click on the "Pay Bills" tab. Then, from the "Payment Center," click on the "eBills" link. Please note, this can currently only be set up via Online Banking through your web browser, not the mobile app.

Payment history is in Smart View in the third section titled 'paid/pending', and the amount up past payments viewed can be updated using the filter.

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.

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.

If your biller accepts electronic payments, payment can take up to 7 business days to be received. 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.

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.

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.

Yes. You can enter any future date you choose – up to 365 days in advance.

If there is no overdraft protection to cover funds, receive a payment failure notification and should re-schedule their payment once funds are added.

The Payment Due Date should be the date that your bill is actually due.

Payments will be withdrawn the night before they're due. For example, if you schedule a payment for October 8, then the funds will be withdrawn from your account on the evening of October 7 and delivered to the biller on October 8.

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.

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.

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

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.

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.

Yes. You can enter any one of your Citizens loan or line of credit payments into Online Bill Payment. However, for faster payments to your Citizens 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.

The type of account you have with Citizens 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.

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.

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

Your upcoming and historical payments can be viewed both in Online Banking and in the Mobile App.*

Online Banking Option 1: Click into Pay Bills > Payment Activity tab in Bill Center > select filter option update the date range and apply filters > scroll down to view Paid/Pending and view up to 6 months of your historical payments.

Online Banking Option 2: Click into Pay Bills > Manage Billers tab in Bill Center > choose a payee, select the three dots, then select view activity, to view up to 6 months of your historical payments.

Mobile App: Open the Mobile App*, select Pay Bills > scroll down to see Mailed Payments and Completed Payments, up to 60 days.

For electronic payments, funds are withdrawn one day before the payment due date. This ensures that the payment can be processed on time and that sufficient funds are available in your account. For paper check payments, funds are withdrawn whenever the recipient cashes the check.

Electronic payments

Electronic payments are payments that are remitted to the biller via the ACH network and are delivered electronically. No paper checks are required.

You do not necessarily need to enroll in eBills in order for your payments to be remitted electronically.

Please note that not all payees accept electronic payments. You can determine if your payee accepts electronic payments or not by hovering your mouse over the bottom left icon in the biller view on the Pay Bills tab in online banking.

 eBills

eBills are an optional functionality within bill pay that give you the ability to receive upcoming bill due reminders as well as PDF's with the official biller logo and information.

You do not need to enroll in eBills for your bills to be paid electronically. This is optional.

Not all payees offer eBills. You will know if your payee offers eBill enrollment by viewing the "Link eBill" blue tile above the biller name.

Please note that each payee has a different mechanism for eBill enrollment. In order to ensure this enrollment is as smooth as possible, please come prepared with your full payee information and credentials to connect it successfully.

You can view account statements for up to the past 18 months by logging on to Online Banking and clicking on the "DOCUMENT CENTER" tab.

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 bank.²

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.

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.¹

Citizens Bank does not charge any fees to use Zelle.

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.

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

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.

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.

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

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.

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.

Yes, our student checking account is available to students and young adults under 25.

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.

Student Checking has no monthly maintenance fee for account owners under age 25. The account will convert to One Deposit Checking from Citizens Bank® when all account owners are age 25 or older.

No Citizens fee for using a non-Citizens ATM. Fees from the ATM owner still apply.

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.

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.