You cannot complete a first-time log on or register a computer without access to at least one of the listed contacts. If you need immediate access, please contact us at 405.341.6650. Once we have verified your identity, we can add a new phone number that you can access.

No, it is only a temporary access code. Never enter a secure access code on the login page as a password or as an existing password when instructed to change your password or establish a new password.

Yes, once you have successfully logged into the online banking system, you can update your preferred contacts via the Settings > Security Preferences menu.

If you have unsuccessfully tried to login and have been warned that one more unsuccessful entry will lock your account, you may choose the Forgotten Password process. That process will enable you to reset your password to something you can remember without the risk of locking your account. If you choose to try to login one more time and fail, you will be required to contact us to unlock your account.

If you have locked your account due to several unsuccessful login attempts, for your security you are required to contact us at 405.341.6650 to unlock your account.

Each time you login to the system via a new device or browser, you will be required to provide the SAC sent via your chosen method. If you choose to register your computer you may not be asked to obtain a Secure Access Code at each log in. If you choose not to register the computer you will be asked to go through the Secure Access Code process each time you log in on this computer. You should NOT register a public computer or a computer that others might use outside of your control.

There are several reasons this may happen, including:

• Your browser settings are set to delete cookies, or your browser cookie for online banking has been deleted since the last time you logged in.

• Your online profile is set to require a secure access code delivery each time you login.

• You are logging in via a different browser on the same registered computer. Each browser (i.e. Chrome/Internet Explorer/Firefox/Safari) must be individually registered.

• We have reset all active registrations on the system for security purposes.

Yes, once you have successfully logged into the online banking system, you can update your preferred contacts via the Settings > Security Preferences menu. Under this menu you can change your login name, password or set up additional Security Access methods.

Yes, there are links to the FAQs in the right navigation as well as online “help” accessible on the left navigation bar.

If you are an Android user: Download the Citizens Mobile App from the Google Play store.

If you are an Apple user: Download the Citizens Mobile App from the Apple App store.

Absolutely. Our online banking system provides you the ability to bank anytime, anywhere, from any device—conveniently and securely. You can download the app on any Android or Apple device, and it will provide a consistent experience with banking from your desktop. If you are on a platform that isn’t Android or Apple, you can always access online banking via your mobile browser.

A unified experience simply means that the look and feel of your online banking is consistent on all of your devices. It does not mean that the exact same features and functions are available on every device. It is intended to improve your experience by making navigation simple and familiar, regardless of device.

Yes. The mobile app allows you to do a mobile deposit by taking photos of the front and back of the check. Once you have the image lined up in the viewer, click the camera icon in the upper right corner to take the photo.

Yes, by clicking on the account on the Home page, this will bring you into the Account Details page. The ‘Export’ option is located on the right side of the screen. The following export formats are available:

• Spreadsheet (xls)
• Spreadsheet (csv)
• Microsoft OFX (ofx)
• Quicken (qfx)
• Quickbooks (qbo)

Yes, this feature can be accessed by navigating to the Services > Stop Payment option.

Yes, there is an available link for every account called ‘Ask a Question” within online banking. Navigate to this link by clicking on the account in question on the Home screen. The link will appear in the Option menu accessed via the 3 vertical dots on the navigation bar under the balances. This will open a secure message for you to ask your question.

Yes, you access the Options menu by clicking the 3 vertical dots , on the line for the transaction and choose the Dispute Transactions.

Yes, once you have successfully logged into the online banking system, you can update your preferred settings via the Settings > Account Preferences menu. Click on the account you wish to hide and change the Visibility setting.

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Our service is highly secure, designed to fully safeguard the privacy and security of your financial information. Unlike normal Internet communication, all information sent to and from our processing center is encrypted and sent through a secure communications channel. Messages cannot be redirected, read, or tampered with. We also take advantage of the maximum level of security supported by your browser, including 128-bit RC4 encryption.

You can choose to receive alerts by email, phone notification, text, or a secure message notification within Online Banking.

When subscribed, secure message and email alerts are delivered immediately after all of our transactions have been processed. Phone and text message alerts are delivered at the time you select on any day that the alert is triggered.

An email notification, because it is delivered over public email, contains no detail on the alert, only that it has been triggered. On the other hand, a phone notification will provide more alert detail, and may also allow you to enter your voice banking credentials to access your account information on the same call.

Yes, once you have enrolled your number for the Text Banking feature from within online banking located under Settings > Text Enrollment, you will be able to request balances through your mobile device.

Smartphones, tablets, and desktops. iOS and Android devices are supported.

• Full online banking features accessibility
• Mobile RDC
• Email and Text alerts

Yes, alerts can be set up. Account, Date, History, Insufficient Funds and Transaction alerts can be established. Alerts can also be delivered via the system’s secure mailbox, or email, phone or text. Dual authorization via alerts is available to ensure transactions receive the proper approvals.

Multi-layer security is in place. This means a stratified approach is taken that includes Secure Sign-on across devices (secure access code or SAC code), risk and fraud analytics, multi-factor authorizations including Short Message Service (SMS), challenge codes, rights entitlements, transaction limits, and more.

If your online banking profile is set up to add users, you will be able to do so. This is typically the case with the Administrator Role. Citizens Bank Operations personnel are also happy to help with this task.

You may add as many users as you need to cover all the roles you have assigned to your organization.

Yes, the Administrator for your company can add this security feature or Operations personnel at Citizens Bank will be happy to enable this feature for you.

You will click on the Commercial section of the left navigation pane in the Q2 online banking system. If your company is enabled for these services, they will appear there. Citizens Bank Operations personnel will provide you with a navigation guide to ensure you are able to complete this task and many others.

Typically, PPD (prearranged payments and deposits) is the default setting but CCD (cash concentration debit) can be enabled upon request or other SEC codes as needed. SEC stands for Standard Entry Class Code.

You will click on the Commercial section of the left navigation pane in the Q2 online banking system. If your company is enabled for these services, they will appear there. Citizens Bank Operations personnel will provide you with a navigation guide to ensure you are able to complete these tasks and many others.

You can contact the Operations Department at 405-341-6650 for either a temporary or permanent increase in your limit. The Relationship Manager assigned to your company will be able to review this request quickly and may provide an approval for the change.

The cut off time is 12:00 pm daily.

The cut off time is 3:00 pm daily for domestic wire transfers.

At this time, international ACH transactions are not offered with our Cash Management system. International wires must be initiated in-person by seeing a Professional Banker in our Lobby. The cut off time for international wire transfers is 2:00 pm daily.

There are many reports available within the Q2 Cash Management system. You will click on the Reports section of the left navigation pane in the system. Click the plus sign for a new report or select the existing report you’d like to run. Then click the 3 dots under actions to make changes to existing reports or to run the report.

Positive Pay is a feature which can be enabled for your company that can help you monitor your account for unauthorized checks or ACH transactions. You can upload your issued checks file or create ACH rules which will cause exceptions to reject for your review. You can then decide whether to pay the items or return the items.

You will click on the Commercial section of the left navigation pane in Cash Management. Then select Tax Payment. Select either Federal or State and the type of payment you wish to make (941, 945, etc). Payments will be processed during the ACH processing window after 12:00 pm daily cut off time.

You will select the payment effective date when you are setting up the payment. The system will give you a message that your payment has been set up successfully (or if there is missing information, it will alert you). Same Day ACH is not supported for Federal Tax payments within Cash Management.

You can send, request, or receive money with Zelle^®. To get started, log into the Citizens Bank of Edmond mobile app or online banking. In the main menu, select "Send Money 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 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 Bank of Edmond 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 Citizens Bank of Edmond.
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.

Keeping your money and information safe is a top priority for Citizens Bank of Edmond. When you use Zelle^® within our mobile app or online banking, your information is protected with the same technology we use to keep your Citizens Bank of Edmond account secure.

Zelle^® is a great way to send money to family, friends, and people you are familiar with such as your personal trainer, babysitter or neighbor.¹

Since money is sent directly from your Citizens Bank of Edmond account to another person's bank account within minutes¹, Zelle^® should only be used to send money to friends, family and 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 online bidding or sales site), you should not use Zelle^®. These transactions are potentially high risk (just like sending cash to a person you don't know is high risk).

Neither Citizens Bank of Edmond nor Zelle^® offers purchase protection for payments made with Zelle^® - for example, if you do not receive the item you paid for, or the item is not as described or as you expected. Only send money to people and small businesses you trust and always ensure you've used the correct email address or U.S. mobile number when sending money.

¹ U.S. checking or savings account required to use Zelle^®. Transactions between enrolled users typically occur in minutes.
Zelle^® and the Zelle^® related marks are wholly owned by Early Warning Services, LLC and are used herein under license.

Please contact our customer support team at 405.341.6650.

Some small businesses are able to receive payments with Zelle^®. Ask your favorite small business if they accept payments with Zelle^®. If they do, you can pay them directly from your Citizens Bank of Edmond mobile app or online banking using just their email address or U.S. mobile number.

Neither Citizens Bank of Edmond nor Zelle^® offers purchase protection for payments made with Zelle^® - for example, if you do not receive the item you paid for, or the item is not as described or as you expected. Only send money to people and small businesses you trust and always ensure you've used the correct email address or U.S. mobile number when sending money.

In order to use Zelle^®, the sender and recipient's bank or credit union accounts must be based in the U.S.

Zelle^® payments cannot be reversed.

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 you do not see this option available, please contact our customer support team at 405.341.6650 for assistance with canceling the pending payment.

If the person you sent money to has already enrolled with Zelle^® through their bank or credit union's mobile app or online banking, the money is sent directly to their bank 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, please immediately call our customer support team at 405.341.6650 so we can help you.

No, Citizens Bank of Edmond does not charge any fees to use Zelle^® in our mobile app.

Your mobile carrier's messaging and data rates may apply.

You can find a full list of participating banks and credit unions live with Zelle^® at Zellepay.com.

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, 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 or 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.

If the person you’re sending money to hasn’t enrolled yet, they’ll receive an email or text notification letting them know you’ve sent them money. They’ll be guided through a few simple steps to get enrolled.

Once they’ve enrolled their profile, they’ll receive the money directly into the bank account they have associated with their profile. If the recipient doesn’t enroll their Zelle® profile within 14 days, the payment will expire, and the funds will be returned to your account.

Payment requests to persons not already enrolled with Zelle^® must be sent to an email address.

The Zelle^® QR code feature is currently not available at Citizens Bank of Edmond. The ability to use Zelle^® QR code will be available soon.

Being able to control transactions and get alerts for your Citizens Bank of Edmond debit card can help you protect yourself against fraud, and help you manage your family finances better.

• You can enable and disable your card in an instant, for any reason.
• You can block international charges.
• You can set alerts and controls for card transactions based on location, type and amount.

No. The Card Management service is provided to you for FREE so you have more convenience and control over your card.

Yes, you can turn your card off and on in an instant, for any reason.

Yes, you will be able to see your new card with a status of New Debit Card. Tap to activate.

You can find Card Management on the left navigation menu in online banking or under the Menu button in the mobile app.

If you ever get an alert for a transaction that you did not make or authorize, contact Citizens Bank of Edmond immediately by calling us at 405.341.6650.

Yes, you can use the Travel Notification to let us know when and where you will be traveling. We will update your card profile with that information by the following business day or within 48 hours if during a weekend.

Yes, if your Citizens Bank of Edmond Visa debit card is lost or stolen, it is very important that you report it to us as soon as possible.

• Please call us immediately at 405.341.6650.
• Turn your debit card off in Card Management using your Citizens mobile app.
• Use the Report Lost or Stolen option to let us know and order a replacement card.

Under Card Management, select the card that needs activated and tap to activate it or call 800.290.7893.

If you’d like to change your PIN, you can do so by calling 800.290.7893.

• Department Store
  • Department Stores include a number of different types of stores including department stores; automotive supply shops; auto, boat and other dealers; clothing shops; pawn shops and second hand stores; pharmacies, bookstores, and many other types of retail stores.
• Entertainment
  • This category includes sporting and recreational camps, video production companies, movie theaters, bowling alleys, dance studios, ticket agencies, professional sports events, golf courses, video game arcades, tourist attractions, country clubs and other amusements.
• Gas Station
  • This category includes gasoline, service stations, and gas pumps. Fuel purchases are not subject to location controls. While the purchase location ZIP Code is in an allowed location, the transaction message sent to MyCardRules may contain a billing location ZIP Code that is outside an allowed location. This would result in a transaction denial.
• Grocery
  • This category includes supermarkets, bakeries, and other food stores.
• Household
  • This category includes a broad variety of services including home repairs, utilities, moving companies, veterinarians, financial services, insurance, colleges, and political and religious contributions.
• Personal Care
  • This category includes medical services such as doctors, dentists, and hospitals; beauty and barber shops; ambulance, nursing homes, and funeral homes; and spa and massage services.
• Restaurant
  • This category includes caterers and restaurants.
• Travel
  • The travel category includes most travel-related merchants as well as parking lots, toll roads, campgrounds, trailer parks, truck and trailer rentals, and more.
• Age Restricted
  • Age Restricted merchants include hotels with casinos, alcoholic drinking establishments, package (alcohol) stores, dating services, and betting and gaming vendors.
• Other Merchant Types
  • Other Merchant Types include any other MCC codes not included in other categories.

No, it’s important to note that some merchants are not subject to MyCardRules location controls.

• Fuel merchants are not subject to location controls. Although the purchase location might fall within an allowed location, the billing address ZIP Code might be outside allowed location(s).
• Other merchants may be of a ‘mobile’ type. This is where service is performed within the allowed location(s), while the billing or main office is in a ZIP Code outside of the allowed location(s). For businesses with these merchant category codes, card-present transactions are not subject to the location controls.