Documents in Portable Document Format (PDF) require Adobe Acrobat Reader 5.0 or higher to view,download Adobe® Acrobat Reader.
Online Banking
Little girl looking through binoculars

Frequently Asked Questions

Not quite sure how something works? Please, ask us! Some of the most common questions we receive are answered here or on the How Do I? page. Other questions can be answered by contacting us.

MOBILE APP
How do I get started with the Mobile App?
The Citizens Bank Mobile App is available in the App Store for iPhone® and iPad® and in Google Play for Android. Search for Citizens Bank-WI or just tap a button below to install the app today. You will need a Digital Banking ID and password to sign in.

Get the Citizens Bank WI Mobile App on the App Store          Get the Citizens Bank WI Mobile App on Google Play
Can I pay bills from the Mobile App?
Yes! You can add payees, set up one-time payments or recurring payments, and edit or delete scheduled payments from the app. 
Is the Mobile App secure?
Yes. All communications are 128-bit encrypted and no information is saved to the device. All of the security precautions we take with our Online Banking service also apply to our App. You can view more details on the Digital Banking Security page.
What should I do if I forget my passcode or if I get locked out?
Access may be regained by calling any location and asking a Personal Banker to assist you. You may be able to reset your passcode by tapping the “Forgot?” icon from the passcode screen and following the prompts.
MOBILE DEPOSIT
What types of accounts can I put funds into using the Deposit feature of the Mobile App?
You can make deposits to Checking, Money Market, and Savings accounts.
How many checks can I deposit at a time? 
The Mobile App will allow you to deposit one check at a time. You can make multiple deposits in a day.
Can I deposit any check that I receive?
There are certain types of checks that are not allowed to be deposited using the Mobile App. Those check types can be found in our Mobile Deposit Agreement & Disclosure Statement. A check that has been presented for deposit before may not be deposited using the Mobile App. Attempting to deposit a check more than once or otherwise misusing the Deposit feature will result in revoked enrollment in the feature.
How should I endorse a check that I’m depositing using the Mobile App?
On the back of the check, sign your name as you normally would. The following line must be written under your signature: “For Mobile Deposit Only to Citizens Bank.”
What is the cut-off time for deposits made through the Mobile App?
If an approved deposit is made before 4:00 pm CT on a business day, the funds will be available the next business day. If the deposit is made after 4:00 pm CT, the approved deposit will be available on the second business day.
What happens if my deposit is not approved?
If your deposit is not accepted due to an error or an incomplete endorsement, you will receive an email notice from the bank informing you why your deposit was not accepted. You will have to bring the check into the bank to be deposited, as the same check cannot be re-deposited through the Mobile App.
When will the deposit show in my account?
You will be able to see your deposit when we complete our daily processing at approximately 10:00 pm CT.
How do I cancel a deposit that was made?
Contact our Digital Banking Department as soon as possible. If the deposit has not gone through the approval process, we have the ability to cancel it. If it has gone through the approval process, we are not able to cancel it, and it will post to your account following daily processing.
ZELLE®
How do I use Zelle?

You can send, request, or receive money with Zelle. To get started, log into the Mobile App and select “Send Money with Zelle®”. Following the prompts, enter the information requested, accept the terms and conditions, and you’re ready to start sending and receiving with Zelle.

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 phone number), add the amount you’d like to send and an optional note, review, then hit “Send.” 

To request money using Zelle, choose “Request,” select the individual from whom you’d like to request money, enter the amount you’d like to request, include an optional note, review and hit “Request”.

To receive money, just share your enrolled email address or U.S. mobile phone number with a friend and ask them to send you money with Zelle.

Who can I send money to with Zelle?

You can send money to friends, family and others you trust.

Since money is sent directly from your account to another person’s bank or credit union account within minutes, 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 phone number.

Is there a maximum amount I can send?
The following dollar limits are in place: $1,500 per transfer; $1,500 per day; $3,000 per week; $8,000 per month
The following transaction limits are in place: 10 per day; 20 per week; 50 per month
What if I want to send money to someone whose bank or credit union doesn't offer Zelle?

You can find a full list of participating banks and credit unions live with Zelle here(Opens in a new Window).

If your recipient’s bank or credit union isn’t on the list, don’t worry! The list of participating financial institutions is always growing. If the recipient's bank or credit union isn't participating yet, 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.

How long does it take to receive money with Zelle?

Money sent with Zelle is typically available to an enrolled recipient 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 recipient’s account, typically within minutes.

If your payment is pending, we recommend confirming that the person you sent money to has enrolled with Zelle and that you entered the right 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.

Can I cancel a payment?

You can only cancel a payment if the person you sent money to hasn’t yet enrolled with Zelle. To check whether the payment is still pending because the recipient hasn’t 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 or credit union account and cannot be canceled. This is why 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 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, call our customer support team at 262-363-6500 team so we can help you.

ONLINE BANKING
How do I get started with Online Banking?
Customers with existing deposit accounts can self-enroll from the Online Banking login area. You also have the option to visit any branch location and enroll with the help of a Personal Banker.
What are the internet browser requirements?
Your internet browser must have 128-bit encryption and have the cookies enabled. If you are missing either of these items, you will not be able to access Online Banking. We support the current and prior major releases of Google Chrome and Mozilla Firefox as well as the the current releases of Microsoft Edge and Apple Safari. Please note that utilizing older browsers may result in disabled functionality or limited access to services. 
Is Online Banking secure?
Yes! Online Banking uses SSL (Secure Socket Layer) technology along with 128 bit encryption. There is 24/7 monitoring of the servers that run digital banking functions. Online Banking is subject to a yearly external audit as well as regular FDIC audits. You can view more details on the Digital Banking Security page.
What should I do if I forget my Online Banking password?
Immediate access may be regained by calling any location and asking a Personal Banker to assist you. If you have previously set up the password reset feature (located in the Options area inside Online Banking), you can click "Forgot Your Password?" on the password entry screen and follow the prompts to reset your own password.
What happens if I get locked out of my Online Banking account?
You only get three attempts to log into your account. If you are unsuccessful on all three attempts, you will receive an email indicating you have been locked out. You can get unlocked by calling a branch and asking to speak to a Personal Banker. Your password will be reset to a temporary password. You will then be prompted to change your password to a new one upon your next login. If you have previously set up the password reset feature (located in the Options area inside Online Banking), you can click "Forgot Your Password?" on the password entry screen and follow the prompts to reset your own password.
What should I do if I get an error message?
If you get an error message, please make a note of the message, the error number, and the time. Then call our Digital Banking Department at 262-363-6500. We will make every effort to resolve the issue as soon as possible.
When will transfers show in my account?
A transfer will show up immediately in your account if you set up the transfer to occur immediately. If you selected a future date for the transfer, it will show up in your account on that day.
What is the cut-off time for transactions made through Online Banking?
The transfer cut-off time for current day's business is 7:00 pm CT, Monday through Friday. Any transfers made after this time will be considered "Next Day's Business."
Can I transfer money from my Citizens Bank account to an account at a different financial institution?
Yes. External transfers can be set up as one-time or recurring, and can be used to move money between personal checking, savings, or money market accounts. External transfers cannot be used to make loan payments. To create an external transfer, select Transfers, then + External account and follow the steps. Please note that transfers made using this service have a cutoff time of 1:00 pm CT and may take up to two business days to complete. Businesses can ask about our Cash Management services, as external transfers through Digital Banking are not available for businesses.
How do I add or delete accounts to my Online Banking account?
Contact a Personal Banker at any branch or visit any one of our locations. You must be an authorized signer on an account to access it online.
Does my spouse need their own ID and password?
Digital Banking IDs are registered to a single individual or business, even if the accounts accessible under the ID are joint accounts. If another individual wants digital access, they will need a separate ID and password.
How much history can I see online?
You have the ability to view account activity for the last 12 months. Your statements are saved for 18 months starting from the month you enrolled to receive paperless statements.
DIGITAL  PAYMENTS
How do I set up digital payments?
Once you log in to Digital Banking, select Payments, then select + New payee. To pay an individual, select Add a person. To pay a company, select Add a bill. Enter the required information, then select Submit.
Who can I pay using the Payments feature in Digital Banking?
You can pay anyone in the United States, from your next-door neighbor, to the utility company, to a child in college across the country. The only restriction is you cannot pay any government agencies.
Can payments be set up ahead of time?
You can set up payments to be recurring on a weekly, bi-weekly, semi-monthly, or monthly basis. On the other hand, you can initiate one-time payments, or you can save payee information and manually initiate payments at any time.
How are payments processed?
Payments are processed as a check or electronically. The method of processing is determined by the payee. Once you have set up a payee, it will be labeled as either electronic or check under the payee name.
How late in the day can I enter, edit, or delete a payment?
Payments are processed at 7:00 am and 2:00 pm CT every business day. You may edit or delete any scheduled payments prior to the processing times. You may enter a new payment at any time.
What is the maximum payment amount that can be scheduled?
Your checking account must have available funds to cover any and all scheduled payments.
How far in advance can I schedule payments?
We recommend setting up single payments no longer than 90 days prior to the payment date. Recurring payments can be set to expire after a specific date, after a certain number of payments, or the payment can be set to never expire.
Can I stop a payment?
You may place a stop payment on any check payment that you have issued that has not cleared the account. Please refer to our current fee schedule for fees associated with stop payments. You may not stop an electronic payment once it has been processed. You will need to talk to the payee about getting your funds returned.
Can I edit payee addresses?
Electronic payees cannot be edited. You will have to set them up as a new payee with the correct address and delete the old payee record. Check payees will allow you to change the address.
Can I have multiple payments to the same payee on the same day?
Yes, you may set up multiple payments to the same payee.
Can I send a payment to an individual electronically?

Yes. When adding a payee, you can Pay a Person which will allow you three payment options:

  • Email or Text - Send funds electronically if you do not have the other person’s account information. 
  • Direct Deposit - Send funds electronically if you do have the other person’s account information. 
  • Check - This will send a check payment to the person.
STATEMENTS & ALERTS

How do I sign up for electronic statements and notices?

Once signed into Digital Banking, select an account, then select Documents. Go to the Sign Up/Changes area, check any accounts you wish to enroll, select Save Settings, then review and accept the agreement.

How long are electronic documents stored online?

Any of the electronic statements and notices will be stored in Digital Banking for 18 months from the date the document was enrolled for each account. Disabling the enrollment will remove the archived documents.

Do I have to enroll for all of the documents separately?

You can always choose the Enroll All option to enroll every document for all of your accounts. Any accounts added after the initial enrollment will need to be enrolled separately within the Sign Up/Changes option in the Documents area of Digital Banking. Within the Sign Up/Changes option, you can also click on an account to select document types to enroll individually.
How do I sign up for account alerts?
Once signed into Digital Banking, select the account you wish to receive alerts on, then go to Alert preferences. Here you can select to receive email or text alerts based on the balance or transaction thresholds you set.
What types of email or text alerts can I set on my accounts?
Alerts can be set to notify you of high or low balances or transactions over a certain dollar amount. Through the Card management option, you can sign up to receive debit card transaction alerts based on location, merchant type, or transaction type.
When are the alerts sent?
Alerts based on events will be sent shortly after the event occurs. High or low balance alerts will only trigger once per business day. Alerts may not reflect checks not posted to your account or other pending transactions. Citizens Bank does not warrant the accuracy or timing of the alerts.
Can I sign up for alerts to notify me of possible fraud?
Yes, we encourage debit card users to enroll for alerts in the Card management section of Digital Banking.
DEPOSIT ACCOUNTS & SERVICES
Are my accounts insured by the FDIC?
FDIC insurance covers all deposit accounts, including checking and savings accounts, money market deposit accounts and certificates of deposit. The standard insurance amount is $250,000 per depositor, per insured bank, for each account ownership category.

Learn about the benefits and limitations of FDIC insurance at http://www.fdic.gov/deposit/
How do I access my account information?
There are several ways to access your account information:
  • Log in to Digital Banking on your computer or through our Mobile App
  • Call our 24-hour automated Phone Banking at 262-363-6550 or toll free 877-546-5868
  • Use your ATM card to check your balance at an ATM
  • Call or visit one of our branch office locations
How can I get more information about fees relating to Citizens Bank deposit accounts?
Please contact a Personal Banker at any of our locations to receive our Fee Schedule | Personal Accounts or Fee Schedule | Business Accounts for the current fees relating to your accounts.
How can I find out what the current interest rates are on Citizens Bank’s deposit accounts?
Our deposit rates are posted under the Bank section of this website and are available at any of our branch locations.
After depositing money to my account, when are my funds available for withdrawal?
Generally speaking, funds from your deposit will be available as follows:
Description of Deposit When Funds can be withdrawn by cash or check
Direct deposits, cash deposits and Citizens Bank checks The day we receive the deposit
Checks drawn on another financial institution The first business day after the day of the deposit
Checks deposited using Mobile Deposit Deposits made before 4:00 pm CT will be available on the the first business day after the deposit is made. Deposits made after 4:00 pm CT will be available on the second business day after the deposit is made.
If we choose to place a longer hold, we will notify you in writing.
Where do I send additional deposits or withdrawal requests that I want to make by mail?
Citizens Bank
ATTN: Bank by Mail
301 N. Rochester St.
PO Box 223
Mukwonago, WI 53149
How can I get overdraft protection on my checking account?
There are two ways to protect your account from overdrawing:
  • An Overdraft Sweep can be set up to automatically transfer funds from another account into your checking account. A fee applies for each transfer. Contact a Personal Banker for more information.
  • An Overdraft Protection Loan can be set up to automatically transfer funds from a line of credit into your checking account if you overdraw it. An annual fee and interest apply. Contact a lender for more information.
What information is needed for an outgoing wire transfer?
When you are the Originator of an outgoing wire transfer, you need to provide the following information:
Domestic or International Required Information
Domestic Outgoing
  • Your name, address and account number
  • Beneficiary's name, address and account number
  • Beneficiary's bank routing number and address
  • Reason for sending the wire
International Outgoing
  • Your name, address and account number
  • Beneficiary's name, address and account number
  • Beneficiary's bank routing number, address and swift code
  • Reason for sending the wire
What information is needed for an incoming wire transfer?
When you are the Beneficiary of an incoming wire transfer, you need to provide the following information to the originating bank:
Domestic or International Required Information
Domestic Incoming
  • Your name, address and account number
  • Citizens Bank, 301 N Rochester St, Mukwonago, WI 53149
  • Routing Number: 075906171
International Incoming
Intermediary/Receiving Bank
  • Bankers Bank Swift Code: BBWIUS44XXX
  • Bank Name: Bankers Bank
  • Bank ABA: 075912479
  • Bank Address: 7700 Mineral Point Rd., Madison, WI 53717 USA
Beneficiary Bank
  • Beneficiary: Citizens Bank, PO Box 223, Mukwonago, WI 53149
  • Citizens Bank Account Number: 075906171
Beneficiary Information
  • For further credit to: Customer's name and address
  • Account number: USBBWI44075906171 (plus Customer's account number)
    Example: USBBWI440759061710111111101
  • Name and account number on all incoming wires must match or wire may be returned.
If I see a transaction in my account history that I don’t recognize, who should I contact?
Please notify us as soon as possible if you would like to dispute a transaction. You can notify us in person, at a branch, or by calling 262-363-6500. When logged in to Digital Banking, you can send us a note securely through the Messages feature.