Frequently Asked Questions About Online Banking & Bill Pay

Signing Up for Online Banking
How can I sign up for Online Banking?
How can I request a debit card?
How do I activate my debit card?
Do I need to upgrade my browser?
How do I check my browser version?
When can I start using Online Banking?

Features of Online Banking
What kind of transactions can I perform using Online Banking?
Will I be able to view my statements online?
What other types of account documents are available online?
Can I transfer funds between accounts?
How many months of transaction history can be viewed?
If I make a withdrawal at an ATM, how soon will my account reflect the balance change?
What is the daily balance on the "Transaction History" page?
Why can’t I see all of my accounts in my Account Summary?
Can I get copies of my account statements through Online Banking?
Can I request images of checks through Online Banking?
Can I directly access the Online Banking information from Quicken or Money?
Can I export my banking information into my Quicken program?

Transfers within Online Banking
Are there limits to the number of transfers I can make online?
What types of accounts can I transfer funds to and from?
Is there a maximum funds transfer I can make between accounts?
Can I schedule a transfer to take place in the future or set up recurring transfers?
How is each of the repeating transfer frequencies scheduled?
Can I transfer money into an account if I am not an account owner?
How do I cancel a transfer that I have entered?
How late in the evening can I make a transfer for the funds to be processed the same day?
I have an account with another bank. Can I transfer funds from this account into my Citizens Bank account?
I never transfer money from some accounts. How do I keep from inadvertently transferring from these accounts?
What is Popmoney1?
What is an Account-to-Account Transfer2?

General Information about Online Banking
How do I add a mobile address for Alerts?
How much does Online Banking cost?
How current is the information I see on the screen?
Will there be times when I will not be able to access my account?
Can I name my accounts?
If the Online Banking system goes down, will my transaction be completed?
Is the Online Banking program available to Macintosh users?

Bill Pay Sign Up
Do I need to sign up separately for the bill payment services?

Features of Bill Pay
Can I set up automatic bill payment?
What are automatic payments?
How do I automatically pay my electronic bills?
Can I include invoice details with my payments?
What proof do I receive that bill payments have been completed?

Bill Pay: Adding Payees and Scheduling Payments
Whom can I pay?
How long does it take to set up a new payee in Online Bill Payment?
How long does it take for a company I am paying to receive payment?
How does my payment get processed and when is the amount deducted from my account?
Do my bills get paid electronically or with a paper check?
Can I postdate a single payment?
How will I know that my payees received payments sent out through Online Bill Payment?
If there are not sufficient funds to cover a scheduled bill payment, what will happen?
What date should I enter as my Payment Due Date?
How many days in advance do I have to set up the payment before the day I want the payment to be made?
What does the "status" field indicate? What does it mean that a payment is "processed"?
Can I cancel or place a stop payment on a bill payment?
How is each of the payment frequencies scheduled?

General Information about Bill Pay
How much does Online Bill Payment cost?
Will my overdraft plan work for Online Bill Payment?
Can I still write checks?
Can my Citizens Bank loan payments be made using bill payment?
Is there a limit to the number of bill payments I can perform per month?
What should I enter in the "Memo" field?
What is the "confirmation number"?

Help
What if I forget my password?
Do I need my ATM/Debit Card number to reset my Online Banking Password?
How do I retrieve my online User ID?
How do I report a lost or stolen ATM/Debit Card?
What is my Online User ID?
Is my login Password case sensitive?
Can I change my Password and Online User ID?
Can I email questions about my account to you? How secure is email?
Whom do I call if I need Online Banking assistance?

Security
How safe is Online Banking? What systems are in place to ensure security?
Do you guarantee the security of my banking information?
How can I help safeguard my banking information?
How do I know I am visiting a secured Citizens Bank Online#® site?
My Password does not work. What do I do?
What happens if I do not log off of Online Banking?
What is Secure Socket Layer (SSL)?
What is Extended Validation Secure Socket Layer Certificates (EV-SSL)?
What procedures are in place to prevent hackers from accessing my account?
How often will my Password change?
How do I report a problem with my Transaction History?


Signing Up for Online Banking  

How can I sign up for Online Banking?
It's easy to enroll in Citizens Bank Online®. If you have a Citizens Bank ATM/Debit Card, you can sign up online right now. You'll be asked to supply your 16-digit ATM/debit card number and PIN, a Citizens Bank account number and the last four digits of your Social Security number followed by "Abcd" (e.g. 1234Abcd). If you do not have a Citizens Bank ATM or Debit Card, call Online Banking Customer Service toll free at 1-800-656-6561. Business customers should call 1-877-229-6428 to sign up. 
 

How can I request a debit card?
If you have a Citizens Bank Checking account, you can request your ATM/Debit Card by calling 1-800-656-6561 or visiting your local branch. Business customers should call 1-877-229-6428.

How do I activate my debit card?
You can activate your card in three easy and different ways:

  • Call the toll-free number on the sticker that’s placed on your ATM/Debit Card.
  • Use the debit card with your current PIN at any Citizens Bank ATM. Your card will activate automatically.
  • Use your debit card for any purchase with your current PIN at any point-of-sale terminal.

Do I need to upgrade my browser?
It is Citizens Bank´s mission to ensure we always provide you with the best experience possible. While most browsers will allow you to access Online Banking, older versions may limit your ability to access some of the functions available. To ensure you get the most of your Online Banking experience, we recommend that use browsers with 128-bit encryption.

Please see our Technical Requirements for complete details and links to recommended browsers.

How do I check my browser version?
With most browsers, you can determine the version by selecting the name of the browser from the navigation menu and clicking on "About (browser name)."
 

When can I start using Online Banking?
You can begin using Online Banking immediately after you enroll.

 
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Features of Online Banking
 

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

Personal Online Banking users have access to deposit accounts, loans and lines of credit, credit cards, and mortgages. Business users have access to deposit accounts, overdraft lines of credit, and some loans and lines of credit. Business customers may request that other business or personal accounts on which they have an eligible account ownership be linked to their online profile.

Will I be able to view my statements online?
Yes. Many types of account statements, including those for most deposit, credit, and loan accounts, are available through Online Banking.

What other types of account documents are available online?
In addition to account statements, certain types of notices are available online. At this time these include CD Maturity Notices, Electronic Funds Transfer Notices (for Passbook accounts) and Overdraft/Insufficient Funds Notices. You can also order copies of your statements and check images.

Can I transfer funds between accounts?
Yes. You can transfer from any eligible checking, money market, savings, or personal line of credit account you have linked to your profile. You can transfer money to any checking, money market, savings, personal line of credit, and most personal loan accounts. (In cases where account types are IRAs or other restricted products, transfers may not be permitted.)  Please see the "Transfers within Online Banking" FAQs further down this page for more details.

How many months of transaction history can be viewed?
You can view up to 18 months of transaction history. (12 months of statement activity for personal credit cards.)

If I make a withdrawal at an ATM, how soon will my account reflect the balance change?
When you withdraw funds from an ATM or make a purchase with your debit card, the funds will be immediately removed from your available balance. Some networks update transactions real time while others do not. In general, ATM/Debit Card transactions will be reflected on the Online Banking Transaction History by the next business day.

What is the daily balance on the "Transaction History" page?
The running balance on your "Transaction History" page is similar to your check register: it indicates the balance in your account each time you have a deposit or withdrawal activity.

Please note that the balance does not reflect holds, outstanding checks, and other transactions, which could cause the balance to be different from the bank's balance on any given day. The bank does not use this balance as your available balance, and you should not, either.

 

Why can't I see all of my accounts in my Account Summary?
Accounts on which you have an ownership code that (generally) allows you withdrawal rights, may be included in your online profile. Accounts may or may not appear in your profile based on whether they have been designated as business or personal. Business owners may request eligible personal accounts be linked to their business profile by visiting a Citizens branch or calling us at 1-877-229-6428. If you don't see an account you expect to see, call us toll free at 1-800-656-6561 for personal accounts. For business accounts, call 1-877-229-6428.

Can I get copies of my account statements through Online Banking?
Up to 18 months of your statements are available online and can be retrieved immediately. Statements can be saved or downloaded any time for longer storage needs. Statements beyond 18 months can be ordered by clicking on the "CONTACT US" link. Select "DOCUMENT REQUEST" from the "Email Us" menu, followed by "Order Statement Copy." You will then be prompted to select the account from which the statement was generated and to enter a beginning and ending date. Fees may apply.

 

Can I request images of checks through Online Banking?
Yes. You can click on the check number entry on your Transaction History and, if an image is available for that check, it will appear on screen. If a check image is not available, you may order a copy of it by clicking on the "CONTACT US" link. Fees may apply for check copy requests.

 

Can I directly access the Online Banking information from Quicken or Money?
Yes. Please go to the Online Banking with Quicken or Microsoft Money page for detailed information about coordinating your online account with your financial management software.

 

Can I export my banking information into my Quicken program?
Yes. You can download transactions from your account by clicking on the "VIEW MORE TRANSACTIONS" link in a particular account block. At the bottom of the account block, click on the "Download or Print History" link. You will then be taken to the "Transaction Download" screen where you can select your download criteria and format you need.

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Transfers within Online Banking

Are there limits to the number of transfers I can make online?
The type of account you have with Citizens Bank may limit the number of transfers allowed. Checking accounts have no limits to the number of transfers allowed. Savings and money market accounts are limited by federal regulations regarding savings products Check the Terms and Conditions page or your deposit account disclosure for more detail.

 

What types of accounts can I transfer funds to and from?
You can transfer from any checking, money market, savings or line of credit account you have linked to your profile. You can transfer money to any checking, money market, savings, line of credit account, personal credit card, and most loan accounts. (In cases where account types are IRAs or other restricted products, transfers may not be permitted.) All accounts must be eligible for Online Banking under your account profile.

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

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

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

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

Type of Limit Amount
Incoming
Business Day
Monthly
 
$5000
$10000
Outgoing
Business Day
Monthly
 
$5000
$10000

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

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

Limit per transaction $2000

Can I schedule a transfer to take place in the future or set up recurring transfers?
Yes. You can select either a future date or choose the "Make Repeating" option from the "Transfer Money" page.

How is each of the repeating transfer frequencies scheduled?

Weekly Transfers occur every 7 days beginning with the first transfer date specified.
Bi-weekly Transfers occur every 14 days, or every other week, beginning with the first transfer date specified.
Semi-monthly Transfers occur on the first transfer date specified and then again every 15 days after the first transfer date.
Monthly Transfers occur on the same calendar day of every month, beginning with the first transfer date specified.
Every Four Weeks Transfers occur every 28 days beginning with the first transfer date specified.
Bi-monthly Transfers occur on the same calendar date every other month beginning with the first transfer date specified.
Quarterly Transfers occur on the same calendar date every 3 months beginning with the first transfer date specified.
Semi-annual Transfers occur on the same calendar date every 6 months beginning with the first transfer date specified.
Annually Transfers occur on the same calendar date every year beginning with the first transfer date specified.

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

Can I transfer money into an account if I am not an account owner?
Yes, From your Deposit Account to certain deposit accounts of other customers with the bank "Transfers Between Citizens Accounts".

  • You will need to set up and verify each of the accounts that you wish to use to make these transfers to.
  • There is no fee for transferring funds inside the bank to another customer and the dollar limit for "Transfers Between Citizens Accounts" to other customers is $2000 per transaction.

How do I cancel a transfer that I have entered?
Select the "TRANSFER MONEY" tab from the navigation bar and then both Pending and Completed transfers will be displayed on the Transfer History Page. From here you can edit or delete transfers that have not yet been processed.

How late in the evening can I make a transfer for the funds to be processed same day?
The cutoff time for deposit accounts generally is 11:30 p.m. EST for a transfer to be considered on a particular business day. The cutoff time for transfer to a Personal Credit Card is 5:00 p.m. EST. The cut off time for Small Business Loans or Lines of Credit is 7:50 p.m. EST. For "Transfers Between Other Bank Accounts" the cut off time is 3:00 p.m. EST.

I have an account with another bank. Can I transfer funds from this account into my Citizens Bank account?
Yes. Within Online Banking you may sign up for the option of transferring funds between your linked deposit accounts with the bank and certain deposit or investment accounts at other financial institutions (international transfers are not supported). You will need to set up and verify each of your non-Citizens Bank accounts that you wish to use for these transfers. You agree that you will only attempt to set up and verify accounts for which you have the authority to transfer funds.

I never transfer money from some accounts. How do I keep from inadvertently transferring from these accounts?
All accounts that are eligible for account transfer display in the account pull down menu. Currently, there is no means to disable an account for transfer other than hiding it in the "Account Nickname & Display Settings" area on the "MY ACCOUNTS" page.

What is Popmoney1?
Popmoney1 is an innovative payment service that makes sending and receiving money as easy as emailing or texting, and eliminates the hassles associated with payments via cash or check.

  • Sending money: Simply log in to your online bank account and look for Popmoney1. You can then send money to anyone using his/her email address, mobile number, or bank account information.
  • Receiving Money: You’ll receive an email or text alert when someone sends you money. You'll have the option of directing the funds to a Citizens Bank account, credit card, or debit card. Just set your preferences at Popmoney.com

What is an Account-to-Account Transfer2?
A Transfer between my Other Bank Accounts allows you to move funds from your Citizens Bank account(s) into and out of your accounts held at other banks or financial institutions. All transactions are processed via the Automated Clearing House (ACH) secure network — the same network used by the Federal Reserve to clear checks between financial institutions. And the procedure used is very similar to the process employers use to create direct deposit of payroll and that financial institutions use to carry out automated payments for loans or mortgages.


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General Information about Online Banking

How do I add a mobile address for Alerts?
Alerts can be sent by secure email to the Alerts Center. They can also be sent to additional locations, including your personal email or mobile phone through SMS. Please visit the "My Alerts Addresses" page to add additional delivery points.

How much does Online Banking cost?
There is no monthly maintenance fee for Online Banking. There may be incidental charges and fees associated with Online Banking, such as those set out below, including, but not limited to, Account fees and charges you initiate by requesting stop payments, check copies, transfers outside the bank, or similar services.

How current is the information I see on the screen?
Online Banking displays your account information in real time based on transactions processed throughout the day, unless stated otherwise.

Will there be times when I will not be able to access my account?
Online Banking is available 24 hours a day, 7 days a week. The only exceptions are when system maintenance is being performed.

Can I name my accounts?
Yes. Simply click on the "Account Nickname & Display Settings" link on the "MY ACCOUNTS" page and type in your Account Nickname. Then click "UPDATE."

If the Online Banking system goes down, will my transaction be completed?
In the rare event that the Online Banking system and all of our back-up systems were to go down, you can be comfortable that any transaction for which you have received a confirmation number has been completed. If you were in the middle of processing a payment when the technical difficulty occurred and had not yet received your confirmation number, you should review your "Pending Payments and Transfers" when the system comes back up. If the payment/transfer does not appear, then you should re-enter the transaction.

Is the Online Banking program available to Macintosh users?
Yes. Macintosh users have full access to Online Banking provided they are using up-to-date versions of Safari, Firefox, or Google Chrome.
 

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Bill Pay Sign Up

Do I need to sign up separately for the bill payment services?
No, there is no separate sign up for Bill Pay. Once you are signed up for Online Banking, you can use the Bill Pay service immediately. Simply click on the "PAY BILLS & PEOPLE" tab to begin. For business customers, it may take up to 24 hours to enroll in Online Bill Pay.

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Features of Bill Pay

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

What are automatic payments?
Automatic payments provide a means for automatically scheduling payments in "Pay Bills" based on the options you select. You can set up two different types of automatic payments:

  • Automatic Payments for Electronic Bills - If you receive electronic bills, some billers let you set up options for paying them automatically. You can decide whether to always pay the amount due or to set a limit on the amount for automatically paying the bill. You can also decide whether to make the payment on the due date or on the earliest date available after you receive the bill.
  • Automatic Payment Schedules - You can set up an automatic payment schedule to pay bills of a set amount at regular intervals. For example, you can schedule a payment at the first of each month to pay your mortgage or rent. This type of automatic payment is always available to you, regardless of whether you receive electronic bills from the biller or whether the biller lets you pay your electronic bills automatically.

How do I automatically pay my electronic bills?
Some billers let you set up options for paying your electronic bills automatically. To set up these options, click on the "PAY BILLS & PEOPLE" tab. Then, from the "Payment Center," click on the "eBills" link.
 

Can I include invoice details with my payments?
Business customers are able to include invoice details with payments. With each payment you have the option to include the invoice number, amount, discount amount, invoice description, and discount description.
 

What proof do I receive that bill payments have been completed?
Under the "PAY BILLS & PEOPLE" tab, you can select "Payment History" to review details on all your past payments. You can review up to six months of past payments to your payees and determine the status of a particular payment.
 

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Bill Pay: Adding Payees and Scheduling Payments

Whom can I pay?
You can pay almost anyone in the United States: national bank card companies, mortgage or auto loan companies, department stores, your health club, the paperboy. Any company or individual to which you could send a check for payment is eligible for payment through Online Bill Payment.  
Please note that individuals or businesses residing outside the United States are not eligible for bill payment. In addition, bill payments for tax payments or court-ordered payments are prohibited.

How long does it take to set up a new payee in Online Bill Payment?
Once you are signed up for Online Banking, you can set up a payee at any time. Setting up a new payee takes only a few clicks and payments to the new payee can be made immediately.

How long does it take for a company I am paying to receive payment?
If your biller accepts electronic payments, in most cases, the payment is made the next business day. If the biller accepts only paper checks, it typically takes three business days from the time the payment is sent. When you enter an amount, Bill Pay automatically displays the earliest date you can select for the company or person to receive the payment in the "Pay Date" box. You can either accept this date or change it to a later one.

How does my payment get processed and when is the amount deducted from my account?
Bill Pay automatically displays the earliest date you can select for the company or person to receive the payment in the "Pay Date" box. Most payments are sent electronically to your billers. In the case of electronic payments, the payments begin processing one business day prior to the Pay Date and the funds are withdrawn from your account on the Pay Date. If a paper check is required, a check payment is mailed prior to the Pay Date in order for your payment to be received by the Pay Date. Select the date you want the payment to arrive by. When a biller does not accept accept electronic payments, the payment will be mailed as a paper check that could arrive before the Pay Date. Please be sure to have sufficient funds in your account a few days prior to the Pay Date in case the payment arrives early.

Do my bills get paid electronically or with a paper check?
We attempt to make all payments by electronic means, but some companies and individuals still require paper checks. For small business customers, any payment that requires additional invoice information will be sent as a paper check generated by Citizens Bank.

Can I postdate a single payment?
Yes. You can enter any future date you choose -- up to 365 days in advance.

How will I know that my payees received payments sent out through Online Bill Payment?
You can view your past payments on the "Activity" page to determine if they have been processed or contact the companies directly to verify receipt of payment.

If there are not sufficient funds to cover a scheduled bill payment, what will happen?
If you do not have sufficient funds in the account and if you do not have some form of overdraft plan on the day we attempt to collect the funds, Citizens Bank has the sole discretion to reject the payment or pay the item and overdraw your account. Refer to your deposit account disclosure (links to for applicable fees.

What date should I enter as my Payment Due Date?
The Payment Due Date should be the date that your bill is actually due.

How many days in advance do I have to set up the payment before the day I want the payment to be made?
You will need to schedule your payment at least 1 business day prior to Payment Due Date for electronic payments and at least 3 business days prior to the Payment Due Date for paper check payments.

What does the "status" field indicate? What does it mean that a payment is "processed"?
The "Activity" screen status field indicates the current state of your bill payment request. "Pending" indicates the payment has not processed yet. "Paid" indicates the payment was successfully processed and delivered to the payee. "Unpaid" indicates the e-bill has not yet been paid.

Can I cancel or place a stop payment on a bill payment?
After you enter a bill payment request, you can review the payment in the "Payment Center" screen. You may cancel or edit a payment up to (3) business days or more prior to the Pay Date by following directions within the "HELP" section of the Bill Payment Service. There is no charge for cancelling or editing a Pending Payment. Once the payment moves from the "Pending Payments" screen to the "Payment History" screen, it indicates that the payment is in process or has already been processed and the payment cannot be cancelled or edited. Contact Online Banking Customer Service toll free at 1-800-656-6561 for further assistance. Business customers should call 1-877-229-6428.

How is each of the payment frequencies scheduled?
Please find below the various payment frequencies that can be scheduled.
 

Weekly Every week on (or near) the same day of the week you scheduled the first payment.
Every 2 weeks Every other week on (or near) the same day of the week you scheduled the first payment.
Every 4 weeks Every 28 days from the previous payment date, starting with the first payment date.
Monthly Every month on (or near) the same date you scheduled the first payment.
Twice a month Every month on (or near) the same date you scheduled the first payment. The second payment is scheduled 15 days after the first payment date.
Every 2 months Every two months on (or near) the same date you scheduled the first payment.
Every 3 months Every three months on (or near) the same date you scheduled the first payment.
Every 6 months Every six months on (or near) the same date you scheduled the first payment.
Annually Every 12 months on (or near) the same date you scheduled the first payment.
 
Note: The dates may be adjusted to ensure that payments are sent on a business day within the selected time period. The dates are always rolled back to the previous business day. For example: If you select a Monthly frequency and schedule the payment on the first of every month, and if the first of the month falls on a non-business day the payment would roll back to the previous business day.
 
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General Information about Bill Pay
 

How much does Online Bill Payment cost?
Online Bill Payment is currently offered at no charge. You will be notified if this changes in the future.

Will my overdraft plan work for Online Bill Payment?
Yes. Any overdraft plan on your account is honored when using the online service.

Can I still write checks?
Yes. Bill Pay simply allows you a method to write checks and manage your money via electronic means. Your paper checks are still valid and will appear on your "Transaction History" as each check clears your account.

Can my Citizens Bank loan payments be made using bill payment?
Yes. You can enter any one of your Citizens Bank loan or line of credit payments into Online Bill Payment. However, for faster payments to your Citizens Bank loan or line of credit, you can transfer funds from your checking or savings account. Select the "TRANSFER MONEY" tab and choose the "to" and "from" accounts.
 

Is there a limit to the number of bill payments I can perform per month?
The type of account you have with Citizens Bank may limit the number of payments allowed. Checking accounts have no limits to the number of transfers allowed. Savings and money market accounts are limited by federal regulations regarding savings products Check the Terms and Conditions page or your deposit account disclosure for more detail.

What should I enter in the "Memo" field?
The "Memo" field can be used to enter additional information specific to a one-time or recurring payment. This information will only be noted on payments issued as paper drafts. Electronic payments (wire, ACH, etc.) will not include any memo information you supply.

What is the "confirmation number"?
For each bill payment or transfer you complete using the system, you receive a unique reference number to confirm your transaction. Keep note of the number in case you need to research a particular transaction.
 
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Help

What if I forget my password?
You can create a new Password and regain access to Online Banking & Bill Pay by clicking the "Forgot Password?" link located on the login page. Simply provide some personal information and the answer to your Challenge Question, and we will reset your Password online.

 

Do I need my ATM/Debit Card number to reset my Online Banking Password?
Yes, you need your Citizens Bank ATM/Debit Card number and PIN, the last four digits of your Social Security number and your Online User ID in order to reset your Online Banking Password. To order a Citizens Bank ATM/Debit Card, on your checking account, call us toll-free at 1-800-922-9999. Business customers should call 1-877-229-6428.

 

How do I retrieve my Online User ID?
To retrieve your Online User ID click on "Trouble logging in?" and then select the “I forgot my Online User ID” option. Follow the instructions to verify your identity to retrieve your Online User ID.
To order a Citizens Bank Debit Card, on your checking account, call us toll-free at 1-800-922-9999. Business customers should call 1-877-229-6428.

 

How do I report a lost or stolen ATM/Debit Card?
Please contact us immediately if you realize that your card is missing or if you notice any fraudulent transactions: 1-800-922-9999. This is the best way to minimize any disruption in your account. You are not responsible for fraudulent card transactions that are reported promptly and you can demonstrate that you have exercised reasonable care in safeguarding your card from the risk of loss or theft.

 

What is my Online User ID?
Your Online User ID is a unique combination of letters and numbers between 5-20 characters that is required for accessing Online Banking. It should be easy for you to remember and hard for others to guess. Your Online User ID is NOT case sensitive and cannot be already taken by another Online Banking customer.

 

Is my login Password case sensitive?
Yes. Valid Passwords are case sensitive, between 8 and 15 characters in length, and contain only letters and numbers. Your Password must include at least one letter and at least one number and be different from your Online User ID.

Can I change my Password and Online User ID online?
Yes. Simply log into Online Banking, select the "SERVICE CENTER" tab and under the "Manage Preferences/Update Security Information" area, click on the "Online User ID and Password" link. Follow the instructions under the "Online User ID and Password" section to change your Password.

 

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

However, when you communicate via the Online Banking Message Center through the "Send Us A Message" option, your Email is secure.

Whom do I call if I need Online Banking assistance?
Contact Online Banking Customer Service at 1-800-656-6561 (or, for business customers, 1-877-229-6428).

 
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Security

 

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

As an added measure, Online Banking gives you the capability to easily verify that you are on the authentic Citizens Bank website and not on a fake site created by fraudsters. Just look for the green bar (or some variation of it) in your browser address. The green bar should remind you that “green is good” and that our website has passed a sophisticated authentication process, letting you know you are good to go.

Do you guarantee the security of my banking information?
Yes. Please see the Citizens Bank Online Guarantee page for complete details.

How can I help safeguard my banking information?
You are the first line of defense for your Online Banking account security. Follow the guidelines below to protect yourself and your account integrity.

  • Never provide your Password to anyone. Citizens Bank employees never ask for this information.
  • When you have completed your Online Banking session, exit the system by clicking the "LOG OUT" link at the top left of the page.
  • Select a Password which consists of letters and numbers. It must be between 8-15 characters in length and contain at least one letter and one number. Select something that would not be easily guessed by others.
  • Be careful with your Password. Do not write it down or maintain it in a place that is easily accessible.
  • Look for the green bar in your browser, which provides verification that you are on the authentic Citizens Bank website. Remember, "green is good."


 

How do I know I am visiting a secured Citizens Bank Online site?
Online Banking gives you the capability to easily verify that you are on the authentic Citizens Bank website and not on a fake site created by fraudsters. Just look for the green bar (or some variation of it) in your browser address. The green bar should remind you that "green is good" and that our website has passed a sophisticated authentication process, letting you know you are good to go.

 

My Password does not work. What do I do?
Verify that your Online User ID has been entered correctly, clear the Password field and re-enter. If it still does not work, click on the "Forgot Password?" link. You will be asked for additional security information to verify your authentication, create a new Password and continue with the login process. If you are still unable to access Online Banking, contact Online Banking Customer Service for assistance at 1-800-656-6561. Business customers should call 1-877-229-6428.

 

What happens if I do not log off of Online Banking?
By default, Online Banking has a timeout feature. If the system is idle for 9 minutes, the user is automatically disconnected after a 30-second countdown.

 

What is Secure Socket Layer (SSL)?
Secure Socket Layer (SSL) is a protocol from Netscape Communications Corporation, designed to provide secure communications on the Internet.

 

What is Extended Validation Secure Socket Layer Certificates (EV-SSL)?
Extended Validation Secure Socket Layer (EV-SSL). With EV-SSL, you´ll see a green bar and be able to easily verify that you are on the authentic Citizens Bank website and not a fake site created by fraudsters to obtain your personal information. The green bar should remind you that "green is good" and that our website has passed a sophisticated authentication process, letting you know you are good to go.

 

What procedures are in place to prevent hackers from accessing my account?
At Citizens Bank, the security of your online identity and account information is a top priority for us and a key feature of Citizens Bank Online®.

That is why we use state-of-the art security technology to protect customer sensitive data, such as your Online User ID and Password. And, this is why Citizens Bank Online® utilizes Secure Socket Layer (SSL) technology to encrypt the information you provide to ensure that only we have access to your sensitive data and that confidential information, such as your account number or Social Security number are always protected.

 

How often will my Password change?
When you sign up for Online Banking, you will be required to select a password. That will remain your Password unless you choose to change it using the "Change Your Password" function. We recommend you change your Password periodically, but we will not prompt you to do so.

 

How do I report a problem with my Transaction History?
You should call Online Banking Customer Service at 1-800-656-6561. Business customers should call 1-877-229-6428.

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All accounts and services are subject to individual approval.

ATM/Debit Card may be required for Online Banking.

Popmoney® and the Popmoney logo are registered trademarks of CashEdge, a division of Fiserv. All Rights Reserved.

1 Popmoney®:
As of 6/16/13 there will be no charge for standard service (3-day), $10 for next day service. For up to date Online Banking Terms and Conditions visit www.citizensbank.com/online-banking/terms.aspx Small business customers: $20 monthly fee +$10 fee for next day service. For up to date Online Banking Terms and Conditions visit www.citizensbank.com/small-business/online-banking/terms.aspx

2 Account to Account Transfers:
As of 3/28/12, only $3 for standard service (3-day), $10 for next day service. For up to date Online Banking Terms and Conditions visit www.citizensbank.com/online-banking/terms.aspx Small business customers: For up to date Online Banking Terms and Conditions visit www.citizensbank.com/small-business/online-banking/terms.aspx

 

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