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Online Banking
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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 APPS
How do I get started with Mobile Banking?
The Citizens Bank Mobile Banking 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 an Online 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 Banking App?
Yes! You can add payees, set up one-time payments, and edit or delete scheduled payments from the app. Recurring payments must be set up with the bill payment feature in Online Banking.
Is Mobile Banking 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 Mobile Banking. You can view more details on the Online Banking Security page.
What should I do if I forget my ID or password, 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 password by tapping the “Forgot PW?” icon from the sign in screen and following the prompts.
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
MOBILE DEPOSIT
What types of accounts can I make deposits to using the mobile deposit feature of the Mobile Banking App?
You can make deposits to Checking, Money Market, and Savings accounts.
How many checks can I deposit at a time? Is there a maximum deposit amount that I can make?
The Mobile Banking App will allow you to deposit one check at a time. You can make one or multiple deposits a day up to $3,000 per 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 Banking 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 Banking App. Attempting to deposit a check more than once or otherwise misusing the mobile deposit feature will result in revoked enrollment in the feature.
How should I endorse a check that I’m depositing using the Mobile Banking 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.”
What is the cut-off time for deposits made through the Mobile Banking App?
If an approved deposit is made before 4:00 pm Central Time on a business day, the funds will be available the next business day. If the deposit is made after 4:00 pm Central Time, 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 Banking 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 Central Time.
How do I cancel a deposit that was made?
Contact our Online 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.
 
 
 
 
 
 
 
 
 
 
 
 
 
 
P2P TRANSFERS
What do I need to make a P2P transfer?
First, you need to have the Citizens Bank Mobile Banking App downloaded on your device. Then, you need an open and active checking account with a Citizens Bank Consumer Debit Card linked to it. Business, Trust, and HSA Debit Cards are not authorized to use P2P.
Who can I send money to via a P2P transfer?
The recipient must have a U.S.-based deposit account. The account does not need to be attached to a debit card, though debit cards are recommended for quicker receipt of funds. Transfers received by debit card will be deposited into the linked checking account.
Is there a maximum transfer amount that I can make?
You can make one or multiple transfers based on your debit card's daily limit.
What happens if my transfer is not accepted by the recipient?
If the recipient does not respond to the email or text within 10 days, the funds will automatically be returned to you.
When will the transfer show in my account and the recipient's account?
You will see the transfer out of your account immediately. If the recipient chooses to collect the money with his/her debit card, he/she will be credited immediately. If the recipient chooses to collect the money using the routing and account number of a checking account by 4:00 pm Central Time on a business day, the funds will be credited within two business days via an ACH transaction.
What should I do if I send money to the wrong email address or mobile phone number?
If you feel you made the transfer in error, contact the Online Banking department immediately at 262-363-6500. While we will do our best to terminate an uncollected transfer, Citizens Bank is not responsible for funds collected by unintended recipients if an incorrect email address or mobile phone number is used. Full P2P terms are available in our Internet Banking Agreement & Disclosure Statement.
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
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 Internet Explorer, Firefox, Safari, and Chrome. When a new version is announced as Release to Web (RTW), support will cease on the third-oldest major version. Please note that utilizing older browsers may result in disabled functionality or limited access to services. If using a phone or tablet to access Online Banking outside of our apps, functionality and appearance may vary from the traditional interface (desktop/laptop).
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 our online banking functions. Online Banking is subject to a yearly external audit as well as regular FDIC audits. You can view more details on the Online 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 Online 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 Central Time, 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, by using a service we call On Demand Transfer. 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. On Demand Transfer cannot be used to make loan payments. To have this feature activated, complete an On Demand Transfer application. Once we process your application, this feature will appear within your Online Banking account, and we will help you complete the enrollment process. See our current fee schedule for fees associated with On Demand Transfer. Please note that transfers made using this service have a cutoff time of 1:00 pm Central Time and may take up to two business days to complete. Businesses can ask about our Cash Management services, as On Demand Transfer is 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 his or her own ID and password?
Online 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 online access, he or she will need a separate ID and password.
How much does Online Banking cost?
Online banking access is free.

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.

 
 
 
 
BILL PAYMENTS
How do I set up bill payments?
Once you log in to Online Banking, click on the Bill Pay tab. From there, a short demo will walk you through a few simple steps on how to set up payments from your Citizens Bank checking account.
Who can I pay using the bill payment feature in Online 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 bill 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 Central Time 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.
 
 
 
 
 
 
 
 
E-STATEMENTS & ALERTS

How do I sign up for electronic statements and notices?

Once signed into Online Banking, click the E-Documents tab and follow the on-screen enrollment instructions.

How long are electronic documents stored online?

Any of the electronic statements and notices will be stored in Online 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 E-Documents section of Online Banking.
How do I sign up for account alerts?
Once signed into Online Banking, click the Options tab, then go to the Alerts menu. Here you can select to receive email or text alerts for certain events.
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, successful or failed transfers, credits coming in or debits going out of your account, changes to email addresses, and more.
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 offer a special monitoring service on our debit cards that will alert you to activity that might be considered suspicious. You must enroll your debit card and set your preferences. Visit our Security page for more information.
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
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 your online banking on your computer or through our Mobile Banking App
  • Call our 24-hour automated Telephone Banking Service 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 Consumer Fee Schedule or Business Fee Schedule 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 P.M. will be available on the the first business day after the deposit is made. Deposits made after 4:00 P.M. 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.