Frequently Asked Questions About Mobile Banking

How do I sign on to Mobile Banking?
How do I download the Citizens Bank Mobile Banking app?
What balances are shown?
How current is the information I see on the Mobile Banking screens?
What is Fast Balance?
What are the benefits of Fast Balance?
How do I turn Fast Balance on for my device?
How safe is Mobile Banking?
What systems are in place to ensure security?
What is Safe With Citizens?
How Safe is Fast Balance?
Is Bill Pay available with Mobile Banking?
Can I transfer funds between accounts?
How late in the evening can I make a transfer for the funds to be processed same day?
What is an Account-to-Account Transfer?
Why isn't my account available for Fast Balance?

How do I sign on to Mobile Banking?
Enter the same User ID and Password you use to access Online Banking.

Not enrolled in online banking? Enroll now.

Forgot your user ID or password? 
Mobile Banking app users accessing via an iPhone® or Android device: You can create a new password and regain access to Mobile Banking by visiting the full site and clicking on the "Trouble Logging In?" link in the login box. Mobile Banking App Users that are accessing via iPad® can select "Forgot Online User ID?" or "Forgot Password?". Simply follow the steps to reset your user ID or password. If your do not have a security question and answer on file, or if your User ID has become locked, please contact our 24-hour Call Center at 1-800-656-6561.

How do I download the Citizens Bank Mobile Banking app? 
Our free* Citizens Bank Mobile banking app available for iPhone® and iPad® is available to download from the App Store. Our free* Android application is available to download from Google Play.

What balances are shown?
Available Balance:This balance represents the dollar amount of money available in your account. It includes all cash and electronic transactions, such as direct deposit, that have been credited to your account as of today's business date, but does not include any pending credits. Any advances, principal payment outstanding authorizations and holds requested or placed on your account have been subtracted from the balance. Balances do not reflect any items which may post to your account overnight (Checks, Fees and Regular Payments).

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

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

New Balance:Indicates the total amount you owe on your credit card. This amount includes any previous balance, less any payments and credits, plus any purchases, cash advances, other charges, and total finance charges.

How current is the information I see on the Mobile Banking screens?
The available balance is real time based on transactions completed online throughout the day; this may also include cash deposits/withdrawals at the branch, ATM withdrawals, debit card purchases, and telephone transfers.

What is Fast Balance?
Fast Balance is a feature that allows you to view your selected account balances right on your app home screen before you log in. Once you activate Fast Balance from within the app, then simply tap and hold from the app home screen to see your balances.

What are the benefits of Fast Balance?
With Fast Balance turned on you can quickly view your account balances without having to go through the entire login process of entering your user ID and password.

How do I turn Fast Balance on for my device?
To turn on Fast Balance simply log in, go into settings, select "Fast Balance" and activate the feature by turning it on and selecting the accounts you would like to view.

How safe is Mobile Banking?
We require users to log into Mobile Banking with the same user id and password combination as Online Banking. We also require the user to identify their Safe with Citizens phrase and image. In addition, the Mobile Banking app 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 Security Guarantee.

What systems are in place to ensure security?
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. As an added layer of protection we offer Safe With Citizens to ensure security.

What is Safe With Citizens?
Safe With Citizens provides an extra level of security by ensuring that only you can access your account information. Your selected image, phrase, challenge questions and answers to those questions are only known to you and Citizens Bank. When you see your image and phrase, you can be assured that you are at the authentic Citizens Bank Online site. Additionally, once you have registered your device, Safe With Citizens will remember which device you normally use, giving you added confidence and protection against unauthorized individuals accessing your accounts.

How Safe is Fast Balance?
Fast Balance does not store any personal information including user names, passwords or any other account details. Account numbers will not be visible through Fast Balance and no banking functions will be available without logging into the mobile app. However, since the balance of the accounts will be viewable to anyone who has access to the device, we recommend that you set up a Device Lock or Password to limit exposure to your account balances.

Is Bill Pay available with Mobile Banking?
Yes. Bill Pay is available within our Mobile Banking Apps. You may also access Bill Pay by logging on to Online Banking and selecting "Pay Bills".

Can I transfer funds between accounts?
Yes. You can transfer from any eligible checking, money market, savings, or line of credit account you have linked to your profile. You can transfer money to any eligible checking, money market, savings, line of credit account, and loan accounts. In cases where account types are IRAs or other restricted products, transfers may not be permitted.

How late in the evening can I make a transfer for the funds to be processed same day?
The cutoff time for checking, savings and money market accounts is 11:30 PM EST for a transfer to be considered on the current business day. The cut off time for transfer to a Personal Credit Card is 5:00PM EST. For "Transfers Outside the Bank" the cut off time is 3:00PM EST.

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

Why isn't my account available for Fast Balance?
Currently we only allow Fast Balance for Checking, Money Market and Savings Accounts.

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