Trouble Logging In
Where can I get login assistance for Online Banking?
Simply click on "Trouble logging in?" link. Or, you can click on "View All Help Topics" link, which appears on each screen.
What if I forgot my Online User ID?
If you forgot your Online User ID, simply click on the "Trouble logging in?" link and select "I forgot my Online User ID." You will then be asked to enter information to identify yourself so that your Online User ID can be provided to you.
What if I forgot my Password?
If you forgot your Password, simply click on the "Trouble logging in?" link and select "I forgot my Password." You will then be asked to enter information to identify yourself and asked to choose and confirm a new Password.
Can I change my Online User ID?
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 Online User ID.
Can I change my Password?
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.
What if I forgot the answer to a Challenge Question?
If you forgot the answer to a Challenge Question, click on the "Forgot your answer?" link. Once you verify your identity, you will be allowed to log in to Online Banking.
You can change your Challenge Questions at any time by clicking on the "edit My Profile" link at the top of the "MY ACCOUNTS" page. You will then be directed to the "My Profile" page. In the "Security Settings" section, you can select new Challenge Questions and enter corresponding answers.
How do I unlock my account?
Simply click on the "Trouble logging in?" link and select "I am locked out of my account." You will be asked to enter information to identify yourself and allowed to choose and confirm your Password.
Why was online access to my account locked?
In order to protect your account information from unauthorized users, Citizens Bank allows only a certain number of failed attempts for entering your Online User ID, Password, and answers to your Challenge Questions. If you exceed these attempts, your account access will be locked.
What is a TIN?
A TIN is a Tax Identification Number.
Online Banking Security
Is Online Banking secure?
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 un-interpretable 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.
Should my browser address bar have a "green" indicator when I use Online Banking?
Yes. 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.
Why am I asked Challenge Questions?
The Challenge Questions you are asked provide an added layer of protection to help us verify your identity. You can reduce how often the questions are asked simply by checking the box titled "Remember Me" on the 'Verify Your Identity' screen.
Why am I sometimes asked to verify my identity?
In some situations, Citizens Bank may take additional security steps to verify your identity. When this occurs, you must do one of two things: 1) select a phone number so that we can send you a voice or text message with a unique verification code, which you will be asked to enter to continue; or 2) answer additional Security Questions. You can choose the option that works best for you.
Should I change my Password periodically?
For your protection, it is recommended that you change your Password periodically.
How can I 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. employees will 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 right of the page.
- Select a Password that consists of uppercase and lowercase letters, numbers, or a combination of case sensitive letters and numbers, which would not be found in a dictionary or be easily guessed by others.
- Safeguard 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".
Do I need to upgrade my browser before logging in?
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 out of your Online Banking experience, we recommend you use a browser with 128-bit encryption and receive updates periodically.
Why am I being asked for additional verification?
In some cases, Citizens Bank needs additional information to ensure the security of your enrollment or login. These additional points of verification are in place to protect your identity and prevent unauthorized access to your accounts.
General Login Information
How do I log into Online Banking if I'm a first-time user?
Simply enter your Online User ID and Password and click "LOGIN & ACCEPTANCE," then answer your Challenge Question (if presented). In some situations, your Online User ID will be your ATM/Debit Card number and your Password will be the last four digits of your Social Security number followed by "Abcd" (e.g. 1234Abcd). If you haven't already selected an Online User ID, you will be asked to do so.
How do I enable or disable the Online User ID save feature?
Once you have entered your Online User ID, you can opt to save it by clicking the box titled "Remember Me" on the login screen. When you select this option, only the last 4 characters will be visible within the Online User ID area on the Online Banking login screen. You can disable saving the Online User ID by deleting the cookies within your browser.
What if I don't recognize my Challenge Questions?
Your Challenge Questions provide an extra level of protection to verify your identity. If you do not recognize these questions, please call Customer Service at 1-800-656-6561. Business customers should call 1-877-229-6428.
What is a Temporary Password?
In certain situations, you will be given a Temporary Password for Online Banking to use until you select your own Password. You will have the opportunity to create your own Password when you log into Online Banking.
Do I have to change my Temporary Password?
Yes. When you log into Online Banking with your Temporary Password, you will be prompted to enter and confirm a New Password.
How do I add a phone number to receive my verification code via text message?
In order to add a phone number to receive your verification code via text message in the future, visit the "My Alert Addresses" area of Online Banking. If you need additional assistance once you've logged in, contact Customer Service at 1-800-656-6561. Business customers should call 1-877-229-6428.
Online Banking Enrollment
How do I start the enrollment process for Online Banking?
It's easy to get started. Simply select the "Enroll Now" link on the login page to begin.
How do I know that I'm enrolled in Online Banking?
If you are not sure if you are enrolled in Online Banking, click on "Enroll Now" from the Online Banking login screen. After you verify your identity, you will receive a message if you are enrolled.
What is the purpose of my Online User ID?
Your Online User ID along with your Password are required to access Online Banking. Your Online User ID is a unique combination of between 5 - 20 letters and numbers and cannot be used by another Online Banking customer. It is NOT case sensitive and should be easy for you to remember and hard for others to guess.
What is the purpose of my Password?
Your Password along with your Online User ID are used to access Online Banking. Your Password is a unique combination of letters and numbers between 8 and 15 characters, including at least one number and at least one letter. Any letters you choose within your Password will be case sensitive and may not contain any special characters or spaces. Your Password should be easy for you to remember and hard for others to guess.
Can my Online User ID and Password be the same?
No. Your Online User ID and Password must be different.
How do I get Adobe Flash Player?
The Flash Player download is free from Adobe. It allows you to view rich media content, delivers fast loading front-end Web applications, and provides high-impact Web site user interaction, interactive online advertising, and short-to-medium form animation. Download Adobe Flash Player
Can I email you questions about my account?
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.