Frequently Asked Questions
Frequently Asked Banking Questions
Q: Are my deposit accounts FDIC insured?
A: The standard insurance amount is $250,000 per depositor, per insured bank, for each account ownership category.
Q: How do I set up Direct Deposit of my payroll check?
A: After you open your checking account, you will receive our routing and transit number and your account number. If your employer participates in a direct deposit program, simply provide this information to the human resources or payroll department at your company, and your direct deposit will usually begin within thirty days.
Q: How do I set up Direct Deposit of my Social Security check?
A: After your checking account has been opened, you will receive our routing and transit number and your account number. You will need to contact the Social Security office to update the banking information, we can assist you with this process.
Q: Can I get information about my account by phone?
A: Yes! Account information is available with our Customer Service Representatives during business hours at any of our branch offices or use our Telephone Banking System for automated account information 24 hours a day at (888)947-7771. We will ask you personal questions about you or your account to help us identify you over the phone.
Q: What products can I apply for online?
A: At this time, online account opening is not available. Check out Personal Banking to see which accounts are right for you. Please visit any of our branch locations and our associates will be happy to serve you.
Q: Is interest paid on my checking account?
A: Yes! If you want a checking account that pays a market rate of interest, check out our Liberty Premier Checking account.
Q: Can I open an account if I don't live in the United States? What if I live in the United States but am not a citizen yet?
A: At this time, we do not open accounts for non-United States citizens. If you have questions, please contact us. We'd like to hear from you.
Q: Can I do all of my banking with you?
A: Yes! Thanks to the convenience of Direct Deposit, everyday banking activities can be performed on your own time. Contact us with questions about your banking needs.
Q: Can I look at all of my transactions at any time?
A: Yes! With Online Banking, you have access to your account information 24 hours a day, 7 days a week!
Q: How frequently is my information updated?
A: Your account information is updated every business day with new transactions that posted to your account the previous day.
Q: How do I make a deposit to my account?
A: You can do most of your banking by visiting any one of our office locations using direct deposit, or ACH (Automated Clearing House) transactions. We also offer mobile check deposit* for personal accounts and remote check deposit* for business accounts. Contact us for details on a method that's best for you.
*Subject to daily limits
Q: When do I have access to use Internet Banking?
A: With Online Banking, you have access to your account information 24 hours a day, 7 days a week!
Frequently Asked Online Banking Questions
Q: What is Online Banking?
A: Online Banking is a tool that allows you to use a personal computer with an Online connection to conduct your banking online.
Q: What can I do with Online Banking?
A: You can view account balances and transaction history, transfer money, and download transactions to a personal financial manager and much more. Check out the Online Banking Demo to see all the features of Online Banking and how you can personalize your online banking experience. We also offer free Bill Payment and E-Statements with Online Banking.
Q: What is required to use the Online Banking service?
A: All you need to use Online Banking is a secure browser that supports 128 bit encryption, such as Microsoft Internet Explorer®, You can use any computer that has Internet access. It is preferred to use a trusted private computer.
Q: How do I access Online Banking?
A: You must first enroll and complete the Online Banking registration form that is located on the Home page of our website. Once your enrollment is received we will process your request. You will need to have your account number available and will be required to create a User ID and passcode to access the service for the first time. You must have an existing checking, savings or loan account before banking online. Generally it takes 24 to 48 hours to see your accounts during the enrollment process.
Q: Is there a demo available for me to try?
A: Yes, we have an Online Banking Demonstration site that is part of the Home Banking package.
Q: When can I use Online Banking services?
A: With Online Banking, you have access to your account information 24 hours a day, 7 days a week!
Q: Is any of my personal information stored in the Online Banking product?
A: Yes, the Online Banking product securely stores your personal information such as name, address and birthdate, social security number, User ID, password and user preferences. For more detailed information about security with our online banking click here.
Q: How current is my banking information?
A: Your account information is updated real time with memo post transactions throughout the day and balances updated every business day during our daily system updates.
Q: What accounts will I be able to access through Online Banking?
A: You can access your checking, savings, certificate of deposits and loan accounts from the Online banking service. Our Online Banking Product is intended to give you as much access, security, and versatility as possible.
Q: How much account information can I view at once?
A: The system will automatically show the current month's transactions and information. However, by selecting View Account History, you can choose up to 24 months of activity or up to the date you enrolled in Online Banking if less than 24 months.
Q: Can I view my account details in more than one way?
A: Yes, you can view your accounts by date, check number, payee, amount or balance in ascending or descending order.
Q: What if all my accounts are not showing?
A: No problem, once logged on you can request an account to be added using the tab under "User Services". It takes about 24 hours before your account is visible.
Q: Can I receive my savings account statement online?
A: Yes, in fact you can add money market accounts to receive online. Images are available on the statements via a link.
Q: How long will statements be available in the future?
A: 24 months worth of statements will be available to you beginning with the statement produced after your online banking account became active.
Q: Can I sign up for paperless statements?
A: Yes, when you log in to your online banking go to the "User Services" tab and choose eStatements Only. You will be agree to the terms to Opt out of paper statements with the next statement cycle.
Q: What if I choose to receive my statements by mail again, can I change my option?
A: Yes, when you log in to your online banking go to the accounts then statements and choose to "opt back in". Paper statements will begin with the next statement cycle.
Q: What do I do if I need a statement that is past the 24 months and is not available online?
A: No problem, just send us a message within your online banking using the "Message" tab and request the statements you need. We will send them back to you securely within online banking as an attachment.
Q: Can I place a stop payment on a check online?
A: Yes, we will accept your instructions to stop payment on a check. It is important to complete all fields and ensure information provided it is accurate.
Q: What formats can I download my transaction history in?
A: Online Banking supports downloads to QuickenTM, QuickBooks™, Excel or as a comma-delimited text file.
Q: Can I schedule future transfers?
A: Yes Online Banking supports scheduling future and recurring transfers.
Q: How long can I be inactive before being logged out of the Online Banking product?
A: For enhanced security the inactivity time out default is set for 10 minutes. This cannot be changed.
Q: Can I create my own password that is easy for me to remember?
A: Yes, however, passcodes are case sensitive and require at least 8 characters, you can go to the User Services Tab and change your password at any time.
Q: What happens if I forget or lose my password?
A: Just click the forgot passcode link at the login page and answer your preset security questions and you will be able to reset your password. If you are disabled for any reason you will need to contact our Customer Service at (800)884-2070 and we will be happy to help you get back online.
Q: What if I don't see my question here?
A: We are here to assist you, please contact one of our branch offices during banking hours or your can send a message through online banking securely, email us at customerservice@citizensbankal.com or afterhours 24x7 call our Customer Service at (800)884-2070.
Frequently Asked Bill Pay Questions
Q: Is the bill payment system a "pay anyone" service?
A: Yes. However, payments to tax entities are restricted. International payments are also restricted and not available.
Q: What is the first screen presented to my when I click on the "payments" tab?
A: You will always be greeted with the payment "Hub" page. This screen will present you with a multiple payments module, as well as display your pending payments, most recent payments paid, and any bill reminders you have established. It will also notify you of ay new Bill Pay Messages.
Q: What additional features are available with Online Bill Pay?
A: Online e-bills from many major billers that notify you via email when the bill arrives, as opposed to receiving them in the mail. The e-bill can be viewed online and printed as needed. Auto payment is available to automatically schedule payments on the due date. Quick bill set up feature requires only a company name and phone number in most cases.
Q: How many days in advance must I schedule a bill payment prior to the due date?
A: Most payments must be scheduled four business days in advance, as of 12:00 a.m. CST. If you are scheduling bill payment using Mobile Banking with bill payment it must be scheduled five business days in advance.
Q: What date should be scheduled for the "due date"" of the bill?
A: Payments should be scheduled for the due date
of the bill. The funds are scheduled to be debited from your
account on that day. Payment date is the date the payee is
scheduled to receive the payment.
Q: What is the time frame I can make edits to a scheduled bill payment?
A: You can edit the payment anytime prior to the four business days (12:00 a.m. CST) cutoff time.
Q: Can I pay more than one payment/payee/day?
A: Yes.
Q: Can I type in a "memo" note on a bill payment?
A: The "memo" field will only be available for payments issued by check, and will be presented to you on the bill payment confirmation page when scheduling the payment. You may also insert a memo and the account number by separating the memo and account number with a "/". For example: Acct#1234/boat payment, by editing payee information in the "Manage My Bills" section.
Q: Does the system send "variable recurring bill payment" reminders?
A: Yes. You can set up bill payment reminders in the Bill Reminders module. These reminders are sent to your email address.
Q: Can I incur a nonsufficient funds fee for an online bill payment?
A: Since your account is not debited in advance of the payment being issued to the payee, it is possible for the debit initiated for a payment settlement to incur an nonsufficient funds fee if the account doesn't have sufficient funds and/or overdraft protection available.
Q: Why are some payments by draft check and some are ACH?
A: Bill Pay determines if the payment will be made electronically or by check, based on whether the payee accepts electronic payments and other guidelines. For example, some payees, such as individuals, cannot receive electronic payments, so a check is printed and sent to the payee. Whether a payment is made electronically or by check, the payment is processed to reach the payee on time.
Q: What if my payment didn't reach the payee?
A: You can request an investigation and place a stop payment on the check and have another one reissued. (Normal stop payment fees may apply)
Payments
PAYMENT QUESTIONS AND PROBLEMS
Q: What do I do if the payee has not received or credited my payment?
A: Sometimes the payee may not credit your account immediately after receiving a payment. If the payment is not credited in a reasonable amount of time, take the following steps to resolve the problem:
- Wait five days after the scheduled payment date to see if the payee credits the payment to your account.
- If the payment is not applied to your account, call the payee's customer service department to see if they received the payment and credited your account.
- When you call, gather the following information from the payee:
- The name of the person who assisted you with your payment question.
- The phone number you called to contact the payee.
- The date you called the payee to inquire about your payment.
- The amount of any late fees or finance charges assessed.
- If you have received a late fee but scheduled your payment on time, ask the payee if they will waive any late fees or finance charges.
- If the payment is not credited to your account or if the payee will not waive late fees, find the payment in Payment Activity. Click View in the Payment column to access the Payment Activity - View Payment page. Then click Inquire about this payment... to send us a message that includes the information you gathered from the payee.
Q: What do I do if I receive a late fee for a payment?
A: If you have received a late fee or finance charge for a late payment that you scheduled on time, follow these steps:
- Call the payee's customer service department.
- When you call, gather the following information:
- The name of the person who assisted you with your payment question.
- The phone number you called to contact the payee.
- The date you called the payee to inquire about the late fees.
- The amount of any late fees or finance charges assessed.
- Ask the payee to waive any fees or finance charges.
- If the payee will not waive the fees or charges, find the payment in Payment Activity. Click View in the Payment column to access the Payment Activity - View Payment page. Then click Inquire about this payment... to send us a message that includes the information you gathered from the payee.
Q: How can I confirm that a payment has been made?
A: After the payment date, check Payment Activity to see if the status of the payment is Processed. If the status is Processed, then the payment has been sent to the payee. You can also check to see if the funds have been withdrawn from your payment account. For example, check your next statement for the withdrawal. Or you can call the payee to see if they received and credited the payment. Sometimes it may take the payee a few days to credit your account.
Q: How do I cancel a payment?
A: You can cancel a payment while its status is Scheduled. Once a payment's status is In Process or Processed, you can no longer cancel or change the payment. You can cancel payments from the Payment Activity page.
Q: How do I change a payment?
A: If a payment status is still Scheduled, you can make changes to the payment. Go to Payment Activity and click View/Change next to the payment that you need to change. Make changes to the amount or the payment date, as necessary. Note: After a payment has started processing, you can no longer make changes to it. A payment has started processing if the payment status is anything other than Scheduled (for instance, In Process or Processed). If you overpaid the amount, contact the payee to request a refund or a credit toward your next payment.
PAYMENT PROCESS QUESTIONS
Q: What is printed on the paper checks you send?
A: The paper checks display the same information that you complete on the Make Payments page. This information includes:
- Your name
- Payee name
- Payee account number
- Payment amount
- Payment date
Note: In some cases, the paper checks are drawn against your payment account. When this is the case, your payment account number will also appear on the check.
Q: When does a payee receive my payment?
A: The payee should receive the payment on the due date. It may take the payee a little longer to credit the payment to your account.
Q: When is the money for the payment drawn from my payment account?
A: If the payment is sent electronically, the funds for the payment clear your account on the due date. Otherwise, funds clear your account when the payee deposits or cashes the check. Keep in mind, however, that you should always have funds available to cover the payment on the scheduled payment date.
Q: Can I make payments from more than one payment account?
A: Yes, you can make payments from more than one payment account. The account number you select when making a payment is the account your payments are withdrawn from.
Q: Can I make international payments?
A: No, you cannot send a payment to a foreign address.
Q: What is the earliest payment date I can schedule for a payment?
A: You can schedule payment dates four business days from today or later. The earliest possible payment date is indicated on the E-bills and Make Payments pages. If you try to schedule a payment earlier, you are asked to reschedule the payment date at least four business days from the current date.
Q: Why do you need four days to process a payment?
A: Four business days before a payment's payment date, Online Bill Pay looks at your payment to determine how it should be processed. For example, Online Bill Pay needs to know if the payment is going to a payee that can accept electronic payments or if the payment should be sent as a check. After Online Bill Pay determines how to process the payment, you can no longer make changes to it; your changes could affect how Online Bill Pay would process the payment. The payee then receives the payment on the due date.
Q: How do payments show up on my payment account statement?
A: When you receive your payment account statement, the payments made through Web Bill Pay usually appear as electronic withdrawals (similar to ATM withdrawals). In some cases the paper checks are drawn against your payment account. When this is the case, the payments will appear on your payment account statement just like your other checks.
Q: Are repeating payments scheduled automatically?
A: Yes, payments are automatically scheduled based on the information you enter on the Make Payments - Requrring Payments page.
Q: Can I pay bills automatically?
A: Auto-Pay is an optional feature available for many payees that can send e-bills. If Auto-Pay is available, you can set it up when you add an e-bill-capable payee and sign-up for e-bills. If available, you can also add Auto-Pay later by changing the payee information from the Payee Setup - Payee List page.
Payees
Q: What is a payee?
A: A payee is any company, service, or individual you make payments to. Payees can be anyone who bills you, such as your phone company or credit card, or individuals, such as your landlord or newspaper carrier.
Q: Who can I pay using my bill payment service?
A: You can pay anyone in the United States that you would normally pay by check or automated debit, with the following exceptions:
- State and federal tax payments
- International payments
Q: Can I add the same payee to my payee list more than once?
A: Yes, you can add the same payee to your payee list more than once. You can add multiple payee accounts for the same payee as long as you have different payee account numbers. For example, if your phone company provides your home phone service and your cellular phone service, you can add the company as a payee twice by entering a different account number each time.
Auto-Pay
Q: What is Auto-Pay?
A: Auto-Pay is an optional feature available for many payees. Auto-Pay automatically pays the biller by scheduling the payment date in time for the payee to receive the payment by the due date. When you set up Auto-Pay, you can select to automatically pay the biller regardless of the payment amount, or you can select to set a limit on the amount automatically paid.
Q: How do I turn on Auto-Pay?
A: If Auto-Pay is available, you can set up Auto-Pay when you add a payee, or you can add it later by changing payee information from the Payee Setup - Payee List page.
Mobile Banking
General
Q: How much does this service cost?
A:
There is currently no charge associated with the service. However, there may be charges associated with text messaging and data usage on your phone. Check with your wireless phone carrier for more information.
Q: Is it secure?
A:
Yes, the mobile banking service utilizes best practices from online banking, such as HTTPS, 128-bit SSL encryption, PIN, or password access and application time-out when your phone is not in use. Only the phones that you personally enroll in the service can access your accounts. In addition, no account data is ever stored on your phone. And in the event your phone is lost or stolen, the service can be immediately disabled by either going online to the Mobile Banking enrollment website or calling us.
Q: Which wireless carriers are supported?
A:
We support all the popular US wireless phone carriers, including AT&T, Sprint, T-Mobile, and Verizon. If your carrier is not listed when you enroll, select ’Other’ and try the Mobile Web option, or check back later, as new carriers will be added over time.
Q: Do I need a text message or data plan?
A:
Yes, a text messaging and/or data plan is typically needed, as data usage can become expensive without them. Please check with your wireless carrier for more information.
Q: I’m not enrolled for online banking. Can I still use this?
A:
You must first enable your bank account(s) for online banking before using mobile.
Q: What is Activation?
A:
Activation is a one-time process that helps ensure your security. After you enroll a phone, you will receive an activation code which will be required to begin using Text or Mobile Banking on your device. We recommend you print your activation code and installation instructions for easy reference during installation.
Mobile Banking
Q: What is Citizens Bank, Inc. Mobile Banking?
A:
Mobile banking gives you access to your accounts from your mobile web browser or a downloadable mobile banking application, depending on your preference and your phone capabilities. Both options allow you to: view account balances, search recent account activity, transfer funds, and find nearest ATM or branch locations.
Q: How do I access Mobile Banking on my phone’s browser?
A:
After successful activation, your phone will receive a text message with your Mobile Banking URL. You can visit the site at any time at https://ob.mBanking.firstdata.com/wap/home/cbral/en
Q: How do I sign up for Mobile Banking?
A:
Sign in to Online Banking on your computer and choose the Mobile Banking option. Enroll your mobile phone and follow the activation instructions.
Q: I activated Mobile Banking on my phone’s browser. Why am I being asked to activate again?
A:
At the time of activation, a "cookie" is stored on your phone’s browser which allows the Mobile Banking system to remember that you activated. The cookie is only visible by the Mobile Banking system and does not contain personal information. Some phones may require you to enable cookies or periodically erase them, requiring reactivation. If you are experiencing this issue, check your phone settings to ensure that cookies are enabled. If cookies are enabled and the issue persists, please contact your mobile network carrier for cookie support information on your mobile phone. If you would like to reactivate, text R or RECOVER to 96865.
Q: How do I optimize my mobile web experience?
A:
We recommend 3 steps for an optimal experience: 1) Ensure your phone’s browser has cookies enabled. 2) Enable stylesheets on your browser. 3) Bookmark our Mobile Banking site.
Q: Is Mobile Banking supported on my phone?
A:
Mobile Banking is supported on most phones with a mobile web browser that supports cookies. In addition, the mobile application is available on many smartphones including: iPhone, Android and BlackBerry. Both mobile web and mobile applications can be found by entering the mobile web URL (https://ob.mBanking.firstdata.com/wap/home/cbral/en) in your phone’s browser.
Q: How do I install the downloadable phone application?
- Your phone will receive a text message from 96865. Select to view (or open) the message (you can also view it later by going to your phone’s text message inbox).
- Select the URL link -- https://ob.mBanking.firstdata.com/wap/home/cbral/en -- in the text message. This is typically done by selecting a command on your phone’s menu, such as "Connect" or "Go To."
- You will then be brought to a page with a Download link. Click this link to download the application.
- When finished, you will be notified that the download completed.
- After launching the application for the first time, you may be asked to give permission to access the data network. You will need to grant permission in order to proceed.
Q: Is Mobile Banking supported on my tablet?
Q:
A tablet-optimized Mobile Banking application is available for the iPad.
Q: How do I install the downloadable iPad application?
- After enrolling with Mobile Banking, you will be provided a link to download the application.
- If you are using your computer to enroll with Mobile Banking, click on the link provided and download the application from the iTunes Store. Then sync your iPad device with iTunes to install the application.
- If you are using your tablet to enroll with Mobile Banking, simply tap on the link provided and download the application from the App Store.
Text Banking
Q: What is Citizens Bank, Inc. Text Banking?
A:
Text banking gives you access to your accounts via text (SMS) messages on your phone. It’s a fast, easy way to look up account balances or recent account history by sending a text command to a shortcode.
Q: What is Citizens Bank, Inc. shortcode?
A:
All text messages should be sent to 96865
Q: Can I use both Text Banking and Mobile Banking on my phone?
A:
Yes, you can use both options from the same phone. To do so you will need to activate each option on your phone prior to use.
Q: Is Text Banking supported on my phone?
A:
Text Banking will work on any text message (SMS) capable phone from one of our supported carriers.
Q: Will I receive unsolicited text messages?
A:
No. You will only receive messages when you specifically request them with one of the Text Banking commands or if you subscribe to Mobile Alerts.
What are the Text Banking commands?
| FUNCTION | COMMAND | DESCRIPTION |
|---|---|---|
Balance |
Bal |
Summary of available balances for all accounts |
History |
Hist |
Summary of recent transactions per account |
Command |
C |
List of available Text Banking commands |
Help |
HE |
Help content for Text Banking |
Login |
L |
Receive a URL for the Citizens Bank, Inc. Mobile Browser website (user must first activate their mobile web browser) |
Stop |
Stop |
De-activate all Citizens Bank, Inc. text services |
NOTE: You can check for additional available commands by activating your phone and sending C to 96865.
Mobile Check Deposit
Q: What is Mobile Check Deposit?
A:
Mobile Check Deposit is a convenient, easy way to deposit checks from your mobile phone into one of your accounts. With the Citizens Bank, Inc. Mobile Banking app on your iPhone® or Android®, you can take a photo of your check, enter the check information and securely submit your deposit for processing.
Q: Is there a bank fee to deposit my check with my mobile phone?
A:
Mobile Check Deposit is FREE to eligible customers. There may be charges associated with text messaging and data usage on your phone. Check with your wireless phone carrier for more information.
Q: What accounts are required to be eligible for use with Mobile Check Deposit?
A:
Personal checking and savings accounts are eligible for Mobile Check Deposit.
Q: Where can I find the Deposit tab within my downloaded app?
A:
All users should first download the latest version of the app from Google Play or iTunes Store.
Android users: When you first open the app, you will see the main menu screen. You should select the Deposit Check option to begin your Mobile Deposit. Only those that are eligible for Mobile Deposit will be able to continue the deposit process after login.
iPhone users: Open the app and complete the login process. Only those that are eligible to use Mobile Deposit will see the Deposit tab at the bottom of the home screen. Select the Deposit icon to begin your Mobile Deposit.
Q: Can I use Mobile Check Deposit with any mobile device?
A:
Eligible phones include:
- iPhone (3G or higher) with iOS 4.0 or higher. Older iPhones and devices without a camera are not supported. The iPad and iPod Touch® are not supported at this time.
- Android (2.1 or higher) with a camera that supports auto focus.
You must also download and install the latest version of the Citizens Bank, Inc. Mobile Banking app from iTunes® or the Google Play Market.
Q: Are there transaction limits with Mobile Check Deposit?<
A:
Currently, deposits are limited to $3,000 per deposit.
Q: Are my checks deposited immediately?
A:
Successfully submitting your check image with your mobile device will begin the deposit process. However, the processing time to complete the deposit may vary. Funds deposited before
3 p.m. on a banking business day (every day except Saturdays, Sundays and federal holidays) are normally available for withdrawal on the first business day after the day of the deposit. If you transmit an item after
3 p.m. , or on a day we are not open, we may consider that the deposit was made on the next business day we are open. Check your "Deposit History" to see your deposit status.
Q: How do I view my deposit history?
- Sign in to Citizens Bank, Inc. Mobile Banking and select the "Deposit" tab.
- Select the "Get Deposit History" button and navigate to your Check.
- Click on a single deposit to view the available transaction detail.
Q: What should I do with the hard copies of my checks?
After successfully submitting a deposit with Citizens Bank, Inc. Mobile Check Deposit, it is advisable that you keep all original documents in a safe place for personal records.
Q: What types of checks are not eligible for Mobile Check Deposit?
- Checks must be made payable to only you. Joint checks or checks made payable to "Cash" are not allowed.
- Checks must not be drawn on a foreign bank or payable in a foreign currency.
- Checks must not be altered on the front of the check in any way.
- Checks must have an authorized signature. Demand drafts or remotely created checks are not allowed.
- Checks must not be dated more than six months prior to the date of deposit.
- Checks must not have previously been returned stop payment or account closed.
- Your check should have a valid account number and check number
- Before you begin, properly endorse your check. The endorsement should read: For Deposit Only & name of account holder.
- Sign in to Mobile Banking and select the "Deposit" tab.
- Select the "Start New Deposit" button and navigate to the check deposit screen. You will need to complete the check deposit form in order to submit your deposit request. Note: "Continue" will appear disabled until all required fields are completed.
- You should make sure your check is placed on a dark, well-lit, flat surface.
- Select either the "Front" or "Back" camera icon to take a photo of your check.
- Align the check image with the Camera viewfinder frame. Be sure to take a photo of the check side that matches the helper text: "Front" or "Back" in the viewfinder.
- Tap the camera icon in the viewfinder to take the picture. If the preview looks correct, select the "OK" button. If not, simply tap the "X" and try again.
- After you have successfully taken photos of your check, you will see small thumbnail image previews on the check deposit screen.
- In the "Amount" field, enter the amount of the check you are depositing. Be certain the entered amount matches the amount on the check.
- Tap the "Account" field to select a deposit eligible account.
- After all the required fields are completed, the "Continue" button will appear enabled.
- Enter your email address in the "Email" field if you would like to receive an email receipt of your deposit request. Note: this is an optional field.
- Review your entries and select the "Continue" button to complete the form.
- Select the "Deposit Check" button to finalize and submit your deposit request.
Troubleshooting
Q: I enrolled my phone number but did not receive a text message. What should I do?
A:
Typically you should receive a text message within a few minutes after enrolling, however sometimes mobile carriers experience delays which slow down text message delivery. While waiting, make sure your phone has wireless signal. In addition, be sure you entered the correct phone number on the enrollment site. If you still do not receive it, try to enroll again. If the problem continues, contact your wireless carrier to be sure text messaging is enabled on your phone.
Q: I received an activation code but never used it. What do I do now?
A:
Activation codes expire after a specific period of time (usually 24 hours). If you need a new one, return to the Mobile Banking enrollment site (called the Mobile Banking Center) and request a new activation code.
Q: What happens if I get a new mobile device or change phone numbers?
A:
If you get a new mobile device or change phone numbers, be sure to return to Mobile Banking website via your PC and update your mobile device profile in the Mobile Banking Center. We recommend removing your old device and re-enrolling your new device.
Q: Can I use Mobile Banking or Text Banking on more than one device?
A:
Yes. Visit the Mobile Banking Center and simply add another device.
Q: I activated Mobile Banking on my phone’s browser. Why am I being asked to activate again?
A:
At the time of activation a "cookie" is stored on your phone’s browser which allows the Mobile Banking system to remember that you activated. The cookie is only visible by the Mobile Banking system and does not contain personal information. Some phones may require you to enable cookies or periodically erase them, requiring reactivation. If you are experiencing this issue, check your phone settings to ensure that cookies are enabled. If cookies are enabled and the issue persists, please contact your mobile network carrier for cookie support information on your mobile phone. If you would like to reactivate, text R or RECOVER to 96865. If Citizens Bank, Inc. supports enrollment on your mobile phone, you will not need to provide an activation code. However, you may be asked to enroll again due to issues with cookies.
Q: What if my device is lost or stolen?
A:
If you are concerned about misuse of your phone, contact your mobile service provider immediately to stop all wireless service. Additionally, sign on to online banking and disable or remove your phone.
Q: Do I need to re-enroll into mobile banking after I purchase a new phone?
A:
Yes. You must re-enroll into mobile banking after you purchase a new phone. Sign in to Online Banking on your computer and under User Services choose the Mobile Enrollment option. Enroll your mobile phone and follow the activation instructions.
Q: Do password reset requirements for internet banking affect my ability to perform mobile banking functions?
A:
This depends on your financial institution. Some financial institutions require that customers/members reset their internet banking password periodically. If you do not reset your internet banking password as required by your financial institution you will be unable to perform certain mobile banking functions.
BlackBerry Support – Enabling JavaScript
Without JavaScript enabled on your BlackBerry, you may not be able to view parts of the mBanking mobile web browser (WAP). Users can manually activate JavaScript. See below for step by step instructions.
- Press the "Menu" button to open the BlackBerry’s main application menu.
- Click "Browser" to to open the BlackBerry web browser.
- Press the "Menu" button again while in the browser.
- Select "Options" and click "Browser Configuration."
- Put a check mark next to "Support JavaScript."
- Press the "Menu" button.
- Select "Save" to save your settings.
Please Note: In order to use mobile banking you must disable the Blackberry default browser and enable the internet browser.
Secure Message Center
To protect consumer data and comply with improved best practice standards, all email communication you receive from us containing personally identifiable financial information takes advantage of ZixCorp’s encryption services. ZixCorp's easy-to-use e-messaging protection makes it easy for you to receive, read and reply to all our encrypted communications - whether you are a ZixCorp customer or not.
The privacy of business communication is important to us and we want to ensure your information stays private.
