Pay Your Bill Online

Learn how to pay bills with a Citizens credit card. Use your credit card to pay bills online so you can write fewer checks and avoid last-minute payments.

Online Banking & Bill Pay (FAQs)

https://www.citizensbank.com/customer-service/faqs/mobile-and-online-banking.aspx

Learn how to pay bills with a Citizens credit card. Use your credit card to pay bills online so you can write fewer checks and avoid last-minute payments.

General Features of Online Banking

• Online Banking gives you the power to access and manage nearly all your Citizens Bank accounts — from one place. You can review account history and current transactions, transfer funds between accounts (inside and outside the bank), place stop payments, request copies of statements, send customer service requests via secured email, pay bills, view s of cleared checks, access your checking, savings, and loan account statements online and much more. Personal Online Banking users can access their deposit accounts, loans and lines of credit, investment accounts with Citizens Investment Services, credit cards and mortgages. Business users have access to deposit accounts, overdraft lines of credit, some loans and lines of credit. Business customers may request that other business or personal accounts on which they have an eligible account ownership status be linked to their online profile.
• To make it easier and more convenient to access important account documents, such as statements, check s, electronic notices (eNotices), and 1099-INT and other tax forms, we put them all in one place: the Online Banking Document Center. To access the Document Center, log in to Online Banking and click the “DOCUMENT CENTER” tab.
• You can submit requests to change your physical address (primary street address) associated with your account from the convenience of Online Banking. You can also add separate mailing addresses for each of your accounts if you do not wish to have your account documents and cards mailed to your physical address. To submit an address change, click the Personal Information” link on the “Profile & Settings” page. Then scroll down to “Mailing Addresses” to make a change or addition. (Retail customers only)
• Yes. You can choose to have your account documents mailed to your physical address or add a separate mailing address for each account.
• Yes. Many types of account statements, including those for most deposit, line of credit, and loan accounts, are available in Online Banking under the “DOCUMENT CENTER” tab.
• In addition to account statements, in the Online Banking Document Center, you can easily locate check s, 1099-INT and other tax forms, and certain types of notices, including CD Maturity Notices and Overdraft/Insufficient Funds Notices.
• Yes. You can transfer from any eligible checking, money market, savings, or personal line of credit account you have linked to your profile. You can transfer money to any checking, money market, savings, personal line of credit, and most personal loan accounts. (In cases where account types are IRAs or other restricted products, transfers may not be permitted.) Please see the “Transfer Information & Capabilities” section of FAQs for more information.
• You can view up to 18 months of transaction history. (12 months of statement activity for personal credit cards)
• When you withdraw funds from an ATM or make a purchase with your debit card, the funds will be immediately removed from your available balance. Some networks update transactions real time while others do not. In general, ATM/Debit Card transactions will be reflected on the Online Banking Transaction History by the next business day.
• The running balance on your “Transaction History” page is similar to your check register: it indicates the balance in your account each time you have a deposit or withdrawal activity. Please note that the balance does not reflect holds, outstanding checks, and other transactions, which could cause the balance to be different from the bank´s balance on any given day. The bank does not use this balance as your available balance, and you should not, either.
• Accounts on which you have an ownership code that (generally) allows you withdrawal rights, may be included in your online profile. Accounts may or may not appear in your profile based on whether they have been designated as business or personal. Business owners may request eligible personal accounts be linked to their business profile by visiting a Citizens branch or calling us at 1-877-229-6428. If you dont see an account you expect to see, call us toll free at 1-800-656-6561 for personal accounts. For business accounts, call 1-877-229-6428.
• Up to 18 months of your statements are available online and can be retrieved immediately in Online Banking under the “DOCUMENT CENTER” tab. Simply use the Filter to select the account and timeframe for the statement you are requesting. Statements can be saved or downloaded any time for longer storage needs. If you wish to order a statement older than 18 months, simply click on the “Contact Us” link.
• Yes. You can click on the check number entry on your Transaction History and if an is available for that check, it will appear on screen. If a check is not available, you may order a copy by clicking “Contact Us” under “Help”, and either call or contact a chat representative. Fees may apply for check copy requests.
• Yes. You can download transactions from your account by clicking on the account. Then use the “Export” button and select your download criteria and format you need.
• You can add email addresses and mobile numbers to your alerts contacts list by visiting your “Personal Information” page located under “Profile & Settings”. Just be sure to go back to the “Alert Preferences” page when you want to apply your newly added contact information to the alerts.
• There is no monthly maintenance fee for Online Banking. There may be incidental charges and fees associated with Online Banking, such as those set out below, including, but not limited to, Account fees and charges you initiate by requesting stop payments, check copies, transfers outside the bank, or similar services.
• Online Banking displays your account information in real time based on transactions processed throughout the day, unless stated otherwise.
• Online Banking is available 24 hours a day, 7 days a week. The only exceptions are when system maintenance is being performed.
• Yes. Simply click on the “Site & Display Preferences” link under “Profile & Settings” and from there you can edit your account nickname, then click to “Save Changes”.
• In the rare event that the Online Banking system and all of our back-up systems were to go down, you can be comfortable that any transaction for which you have received a confirmation number has been completed. If you were in the middle of processing a payment when the technical difficulty occurred and had not yet received your confirmation number, you should review your “Pending Payments and Transfers” when the system comes back up. If the payment/transfer does not appear, then you should re-enter the transaction.
• Yes. Macintosh users have full access to Online Banking provided they are using up-to-date versions of Safari, Firefox, or Google Chrome.
• Absolutely. Just click the “DOCUMENT CENTER” tab while logged in to Online Banking to access available tax forms for each of your accounts. Available tax forms may include a 1098, 1099-C, 1099-INT, 1099-Q, 1099-R, 5498 and 5498-ESA. Please note, the Document Center only displays tax forms for Online Banking accounts, though other accounts may appear on a particular form. To ensure you have the right tax forms for each of your accounts, please check your mail.
• To access your tax forms, click on the “DOCUMENT CENTER” tab while logged in to Online Banking. From the “All Types” filter, select “Tax Forms.” Using the “All Accounts” filter, select the account from which you wish to receive the document. Then, using the “Timeframe” filter, select the time period for which you would like to view available documents.
• All tax forms are accessible for seven years from their year of origination. 1099-INT tax forms are available dating back to Tax Year 2016. All other tax forms are available dating back to Tax Year 2018.
• Here are some guidelines that can help you determine which tax form(s) you should expect to receive, if any. If a tax form is issued for your account, it will be posted to the Document Center by the date indicated — and mailed to you, if that’s what your paperless preferences indicate. If your account does not meet any of the below criteria, no tax form will be issued or added to Document Center.
  

  If You…	Youll Get This Tax Form	Mailed/Posted By
  Paid $600 or more in interest or points on a mortgage	1098	January 31
  Had $600 or more in debt canceled or forgiven	1099-C	January 31
  Received distributions from a Coverdell education savings account or 529 plan	1099-Q	January 31
  Earned interest income of $10 or more (not including IRAs)	1099-INT	January 31
  Received distributions from pensions, annuities, profit-sharing plans, retirement plans, IRAs or insurance contracts	1099-R	January 31
  Contributed to an IRA (traditional, Roth, SEP, SIMPLE or deemed)	5498	May 31
  Maintained or contributed to a Coverdell education savings account	5498-ESA	April 30

  Keep in mind, Citizens Bank, N.A. doesn’t provide tax advice. You are solely responsible for any taxes that may be owed. Please consult your tax advisor.

Transfer Information & Capabilities

• The type of account you have with Citizens may limit the number of transfers allowed. Checking accounts have no limits to the number of transfers allowed. Savings and money market accounts are limited by federal regulations regarding savings products. Check the Terms and Conditions page or your deposit account disclosure for more detail.
• You can transfer from any checking, money market, savings or line of credit account you have linked to your profile. You can transfer money to any checking, money market, savings, line of credit account, personal credit card, and most loan accounts. (In cases where account types are IRAs or other restricted products, transfers may not be permitted.) All accounts must be eligible for Online Banking under your account profile. You can also transfer from your checking, money market, or savings account to the checking, money market, or savings account of another customer. (Requires set up of the “Transfer Between Citizens Accounts” of another customer) In addition, you can transfer between your checking, money market, or savings account and the checking and savings accounts you own at other financial institutions. (Requires set up of the “Transfer Between My Other Bank Accounts”)
• For eligible deposit accounts (excluding Transfers Between Other Bank Accounts and Transfers to Other Citizens Customers), the maximum available for transfer is equal to the available balance in your “from” account. This includes any balance linked to the account for overdraft plan transfers. Standard Transfers Between Other Bank Accounts are subject to the following dollar limits:
  

  Type of Limit	Amount
  Incoming Business Day Monthly	$5,000 $10,000
  Outgoing Business Day Monthly	$5,000 $10,000

  *There is a $3.00 per transaction fee for Outgoing Transfers Outside the Bank Transfers Between Citizens Accounts to other customers are subject to the following dollar limits:

  Limit per transaction

  $2,000

• Yes. You can select either a future date or choose the “Frequency” option from the Transfer page you first selected.

• Weekly	Transfers occur every seven days beginning with the first transfer date specified.
  Biweekly	Transfers occur every 14 days, or every other week, beginning with the first transfer date specified.
  Semimonthly	Transfers occur on the first transfer date specified and then again every 15 days after the first transfer date.
  Monthly	Transfers occur on the same calendar day of every month, beginning with the first transfer date specified.
  Every four weeks	Transfers occur every 28 days beginning with the first transfer date specified.
  Bimonthly	Transfers occur on the same calendar date every other month beginning with the first transfer date specified.
  Quarterly	Transfers occur on the same calendar date every three months beginning with the first transfer date specified.
  Semiannual	Transfers occur on the same calendar date every six months beginning with the first transfer date specified.
  Annual	Transfers occur on the same calendar date every year beginning with the first transfer date specified.

  Note: If the recurring transfer is scheduled on a Sunday or bank holiday, the transfer will be processed on the following business day.

• Yes, From your Deposit Account to certain deposit accounts of other customers with the bank “Transfers Between Citizens Accounts.”
  • You will need to set up and verify each of the accounts that you wish to use to make these transfers to.
  • There is no fee for transferring funds inside the bank to another customer, and the dollar limit for “Transfers Between Citizens Accounts” to other customers is $2,000 per transaction.
• Select the “TRANSFER MONEY” tab from the navigation bar and then both Pending and Completed transfers will be displayed on the Transfer History Page. From here you can edit or delete transfers that have not yet been processed.
• The cutoff time for deposit accounts generally is 11:30 p.m. EST for a transfer to be considered on a particular business day. The cutoff time for transfer to a Personal Credit Card is 5:00 p.m. EST. The cut off time for Small Business Loans or Lines of Credit is 7:50 p.m. EST. For “Transfers Between Other Bank Accounts” the cut off time is 3:00 p.m. EST.
• Yes. Within Online Banking you may sign up for the option of transferring funds between your linked deposit accounts with the bank and certain deposit or investment accounts at other financial institutions (international transfers are not supported). You will need to set up and verify each of your non-Citizens accounts that you wish to use for these transfers. You agree that you will only attempt to set up and verify accounts for which you have the authority to transfer funds.
• All accounts that are eligible for account transfer display in the account pull down menu. Currently, there is no means to disable an account for transfer other than hiding it in the “Site & Display Preferences” page under the “Profile & Settings” menu.
• Zelle® is a way to send money directly to almost any bank account in the U.S. – typically within minutes. With an email address or U.S. mobile phone number, you can now quickly, safely, and easily send money to people you trust, regardless of where they bank. Who can I send money to with Zelle®? You can send money to friends, family and people you know and trust. Since money is sent directly from your bank account to another person’s bank account within minutes1, it’s important to only send money to people you trust, and always ensure you’ve used the correct email address or U.S. mobile number. Zelle® should only be used to send money to friends, family or others you trust. If you don’t know the person, or aren’t sure you will get what you paid for (for example, items bought from an on-line bidding or sales site), we recommend you do not use Zelle® for these types of transactions. These transactions are potentially high risk, neither Citizens nor Zelle® offers purchase protection for payments made with Zelle® – for example, if you make a purchase using Zelle® but you do not receive the item or the item is not as described or as you expected. How do I use Zelle®? You can send, request or receive money with Zelle®. To get started, log into Citizens online banking or mobile app and click “Send Money with Zelle®”. Review and accept the Terms & Conditions and required disclosures, follow the enrollment steps and you’re on your way. To send money using Zelle®, simply select someone from your mobile device’s contacts (or add a trusted recipient’s email address or U.S. mobile number), add the amount you’d like to send and an optional note, review, then hit “Send.” The recipient will receive an email or text message notification via the method they used to enroll with Zelle®. Money is available to your recipient in minutes if they are already enrolled with Zelle®. To request money using Zelle®, choose “Request,” select the individual from whom you’d like to request money, enter the amount you’d like, include an optional note, review and hit “Request”. If the person you are requesting money from is not yet enrolled with Zelle®, you must use their email address to request money. If the person has enrolled their U.S. mobile number, then you can send the request using their mobile number. To receive money, just share your enrolled email address or U.S. mobile number with a friend and ask them to send you money with Zelle®. If you have already enrolled with Zelle®, you do not need to take any further action. The money will be sent directly into your Citizens account, typically within minutes. If someone sent you money with Zelle® and you have not yet enrolled with Zelle®, follow these steps:
  1. Click on the link provided in the payment notification you received via email or text message.
  2. Select your Citizens account.
  3. Follow the instructions provided on the page to enroll and receive your payment. Pay attention to the email address or U.S. mobile number where you received the payment notification – you should enroll with Zelle® using that email address or U.S. mobile number to ensure you receive your money.

  Are there any fees to send money using Zelle®? Citizens does not charge any fees to use Zelle®. Citizens account and/or any wireless/data fees may apply. How do I get started? It’s easy — Zelle® is already available within Citizens mobile app and online banking! Check our app or sign-in online and follow a few simple steps to enroll with Zelle® today. You can find a full list of participating banks and credit unions live with Zelle® here. If your recipient’s bank isn’t on the list, don’t worry! The list of participating financial institutions is always growing, and your recipient can still use Zelle® by downloading the Zelle® app for Android and iOS. To enroll with the Zelle® app, your recipient will enter their basic contact information, an email address and U.S. mobile number, and a Visa® or Mastercard® debit card with a U.S. based account (does not include U.S. territories). Zelle® does not accept debit cards associated with international deposit accounts or any credit cards. Can I use Zelle® internationally? In order to use Zelle®, the sender and recipients bank accounts must be based in the U.S. Can I cancel a payment? You can only cancel a payment if the person you sent money to hasnt yet enrolled with Zelle®. To check whether the payment is still pending because the recipient hasnt yet enrolled, you can go to your activity page, choose the payment you want to cancel, and then select “Cancel This Payment.” If the person you sent money to has already enrolled with Zelle®, the money is sent directly to their bank account and cannot be canceled. This is why its important to only send money to people you know and trust, and always ensure youve used the correct email address or U.S. mobile number when sending money. If you sent money to the wrong person, we recommend contacting the recipient and requesting the money back. If you aren’t able to get your money back, please call us at 1-800-656-6561 so we can help you. How long does it take to receive money with Zelle®? Money sent with Zelle® is typically available to an enrolled person within minutes. If you send money to someone who isn’t enrolled with Zelle®, they will receive a notification prompting them to enroll. After enrollment, the money will move directly to your recipients account. If your payment has been pending and has not sent, we recommend confirming that the person you sent money to has enrolled with Zelle® and that you entered the correct email address or U.S. mobile phone number. If you’re waiting to receive money, you should check to see if you’ve received a payment notification via email or text message. If you haven’t received a payment notification, we recommend following up with the sender to confirm they entered the correct email address or U.S. mobile phone number. Still having trouble? Please call the Citizens customer support team toll-free at 1-800-656-6561 for assistance. Will the person I send money to be notified? Yes! They will receive a notification via email or text message. Is my information secure? Keeping your money and information safe is a top priority for Citizens, and when you use Zelle® within the Citizens mobile app or online banking, your information is protected with the same technology we use to keep your bank account safe.

• A Transfer between my Other Bank Accounts allows you to move funds from your Citizens 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.

FAQ

How does Citizens Bank online bill pay work?

How do I pay my citizen one bill?

How do I access my citizens pay line of credit?

You’ll need to create a new Citizens Pay servicing online account to access your line of credit. Select Sign up to create your User ID and Password. Enter a User ID and Password below to access your Citizens Pay account and manage your line of credit. Trouble logging in? Now there’s an even easier way to manage your Citizens Pay account.

How do I pay my citizens Bill?

Please try one of our easy payment options. Auto-Pay Online – Have your current Citizens bill and credit card on hand, select “Click here to pay your bill” button above and follow the set up instructions. Auto-Pay Paper Form – Have your Payments automatically deducted from your checking or credit card account.

How do I use citizens pay?

Citizens Pay can be used as a payment method when you are ready to check out (Application Required). Simply click on Buy Now, Pay Later with Citizens Pay after Secure Checkout.

How do I pay a home equity loan at Citizens Bank?

Mail your payments to the address that appears on your statement. Dial 1-800-708-6680 for Pay by Phone Services. Same day processing. Simply stop by any Citizens branch during normal business hours. Easily make payments on your auto, boat, recreational vehicle, home equity line of credit, or home equity loan from Citizens.

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