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Frequently Asked Banking QuestionsQ: Are my deposit accounts FDIC insured? Q: How do I set up Direct Deposit of my payroll check? Q: How do I set up Direct Deposit of my Social Security check? Q: Can I get information about my
account by phone? Q: What products can I apply for
online? Q: Is interest paid on my 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? Q: Can I do all of my banking with
you? Q: Can I look at all of my transactions at any time? Q: How frequently is my information
updated? Q: How do I make a deposit to my account? Q: When do I have access to use Internet Banking? Frequently Asked Online Banking QuestionsQ: What is Online Banking? Q: What can I do with Online
Banking? Q: What is required to use the Online Banking service? Q: How do I access Online Banking? Q: Is there a demo available for me to try? Q: When can I use Online Banking services? Q: Is any of my personal information stored in the Online Banking product? Q: How current is my banking information? Q: What accounts will I be able to access through Online Banking? Q: How much account information can I view at once? Q: Can I view my account details in more than one way? Q: What if all my accounts are not showing? Q: Can I receive my savings account statement
online? Q: How long will statements be available in the future? Q: Can I sign up for paperless statements? Q: What if I choose to receive my statements by mail again, can I change my option? Q: What do I do if I need a statement
that is past the 24 months and is not available online? Q: Can I place a stop payment on a check online? Q: What formats can I download my transaction history in? Q: Can I schedule future transfers? Q: How long can I be inactive before being logged out of the Online Banking product? Q: Can I create my own password that is easy for me to remember? Q: What happens if I forget or lose my password? Q: What if I don't see my question here? Frequently Asked Bill Pay QuestionsQ: Is the bill payment system a "pay anyone" service? Q: What is the first screen presented to my when I click on the "payments" tab? Q: What additional features are available with Online Bill
Pay? Q: How many days in advance must I schedule a bill payment prior to the due date? Q: What date should be scheduled for the "due date"" of the bill? Q: What is the time frame I can make edits to a scheduled bill payment? Q: Can I pay more than one payment/payee/day? Q: Can I type in a "memo" note on a bill payment? Q: Does the system send "variable recurring bill payment" reminders? Q: Can I incur
a nonsufficient funds fee for an online bill payment? Q: Why are some payments by draft check and some are ACH? Q: What if my payment didn't reach the payee? Payments
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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.
Q: How do I deposit a check?
- 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.
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