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Frequently Asked Questions

What if I don't remember my Online Banking password?
  • Consumers: If you have enrolled in the "forget password" option, you are able to click "forget password on the login screen.
  • Business: Please contact your Online Banking admin to get your password reset.
  • If you are not enrolled in the “forgot password” option or need additional assistance, please contact your local Branch.
What do I do if I am locked out of my Online Banking?
How long are statements available in Online Banking and how do I print them?
  • If you are signed up for eStatements, you will be able to access account statements for 18 months (accumulating after Online Banking sign up). Log in to Online Banking and click the eStatement button in the page header menu. You can then select which account you would like to work with and choose which statement you would like to print.
  • You can also access a more generic, history statement for up to 13 months. For this type of statement, log in to Online Banking, access your account history and choose Statements from the secondary header. You will be able to choose the file type before downloading and printing.
How do I activate my ATM and/or debit card?
  • There are four different ways to activate your card:  Call the Xpress Phone Banking Service at 1-800-577-1778, Option 5.
  • Log in to Online Banking and select the Options Tab, then select ATM/Citizens Check Card. You will need to place a check mark in the Activate area and save information.
  • Use your card at any ATM or Point of Sale (POS) terminal.
  • Select "Preferences" then "ATM/Check Card" on your Mobile Banking app to manage your card status.
What do I do if my ATM and/or debit card is not working?
  • If you have received a text message, email message, phone call or voicemail message from the Citizens Bank Fraud Center, please respond to the information provided as this may be a reason your card is not working.
  • You can also contact your local Branch to inquire.
How do I change my PIN for my ATM and/or debit card?
  • You are able to change your PIN by calling the Xpress Phone Banking at 1-800-577-1778, Option 5 or calling PIN Now at 1-888-891-2435.
What ATMs can I use without a fee and how do I find them?
  • Citizens Bank belongs to the MoneyPass Network and you can use any of these ATMs without incurring fees.
  • You can search for MoneyPass participating ATMs at our Branch & ATM Locator page on the website.
  • You can also download the MoneyPass app from the Apple App Store and/or Google Play Store app.
Can I use my ATM and/or debit card when I travel?
  • Yes, you can use your debit card when you travel.
  • It is important that you notify the Bank of your plans prior to traveling so that we can ensure no interruption in your card usage.
  • Please contact your local Branch.
How long will it take to get my ATM and/or debit card and checks? 
  • Checks and ATM and/or debit cards are sent First Class Mail and should be received within 7-10 business days from the date of order.
What are the Branch locations and hours?
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