We are upgrading our online banking system as part of our ongoing effort to provide account holders with state-of-the-art banking functionality, convenience, and security. Our new online banking system offers a robust suite of features available on all of your devices, and will enable you to bank anytime, anywhere like never before.
Why is Citizens Bank changing my online banking?
When will the upgrade take effect?
The online banking upgrade is scheduled for July 14th. Please note that online bill pay will be unavailable in the days immediately preceding the upgrade, during which time your scheduled payments will still be processed, but new payments cannot be scheduled.
Is there any action required to start using the new experience?
Yes, it is important that you either update or validate your contact information before July 7th to ensure you are able to access the new system. You can update your contact information any time through online banking by selecting “Options” on the menu bar. Additionally, you can always give us a call or stop by the branch.
Will I have to re-register for online banking?
No, if you are already registered for online banking, you will still have access. You will, however, need to setup a new password. You may use your current or past password.
Is there anything different about how I login?
Yes, the new system has an added security feature called a Secure Access Code (SAC) which helps verify your identity when you login. This numerical code is provided to you via text, phone call, or email based on the information in our system.
What if I don’t have access to the phone or e-mail contacts listed?
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.
Is the code I received by phone, e-mail or text message my new password?
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.
Can I add another target for a secure access code?
Yes, once you have successfully logged into the online banking system, you can update your preferred contacts via the Settings > Security Preferences menu.
The system has warned me that one more unsuccessful login will lock my account. What are my options?
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.
I have been locked out of the system due to entering the wrong password too many times. How do I unlock my 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.
Do I need to register my computer for later use?
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.
I registered my computer during a previous login, but the system is asking me to register it again. Why?
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.
Can I change my login name?
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.
Will my scheduled transfers convert over to the new system?
Yes, your scheduled transfers should convert over to the new system however, we recommend you login to your new online banking and check your transfers to ensure everything came over correctly.
Will my transaction history transfer over to the new system?
Yes, you should have access to 12 months of transaction history.
Will I have access to my e-statement history?
Yes, you should also have access to up to 18 months of e-statements, if you are currently enrolled in e-statements. To enroll in paperless e-statements, please click on eStatements and enroll via online banking.
Will my bill pay be affected?
Online Bill Pay will be unavailable from July 8th–16th. During this time, your pre-scheduled payments will still be processed. New payments, however, cannot be schedule during the downtime.
Is there an online resource for help?
Yes, there are links to the FAQs in the right navigation as well as online “help” accessible on the left navigation bar.
Will I need to download new mobile apps?
If you are an Android user: Yes, you will need to download the new Citizens Mobile App from the Google Play store.
If you are an Apple user: No, however, you will only need to update your current app to the new one.
Are there minimum browser requirements for this new system?
Yes, browsers must be HTML5 compatible. We recommend updating your browser to the latest version available. This will allow compatibility with the new online banking experience and ensure your online banking is as secure as possible. Browser versions that fall below the following requirements will not provide functionality:
- Internet Explorer – Version 11 and below
- Firefox – Version 24 and below
- Chrome – Version 30 and below
- Safari – Version 6 and below
Can I access my Online Banking using my phone/tablet?
Absolutely. Our new online banking system will provide 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 HTML5-compatible mobile browser.
What is a unified experience?
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.
Can I still do mobile deposits?
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.
Will I still be able to export my account information out of Online Banking?
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)
Will I need to do anything for my Quicken/QuickBooks to work?
Yes, as we complete the system conversion, you will need to modify your Quicken/QuickBooks settings to ensure the smooth transition of your data. In preparation for the conversion, we recommend you complete a final download before 7/10/2020 and disconnect your accounts in Quicken/QuickBooks. Quicken/QuickBooks will become available for use again on 7/21/2020. On or after this date, you may reconnect your applicable accounts to Citizens Bank of Edmond. Step by step guides with recommended dates for each will be available on our website and within online banking.
Will I need to do anything for Mint to work?
Mint.com data is stored on Intuit cloud servers. Data is updated with every change and cannot restore data to a previous point in time.
For a successful account update, do not login into Mint.com for Citizens Bank of Edmond until July 22, 2020.
During this time, the Mint.com server should automatically make the system conversion for your activated accounts. If you login into Mint.com during this transitional time, you may see duplicate accounts or an error displayed. Please do not attempt to change the status or make any changes in Mint.com during this time. After 5 business days, the accounts should reconcile showing your current transactions and transaction history.
In the event your accounts do not display current transactions after the 5 business days, you may log back into Mint.com and click refresh to update the account. After the download completes, click the Transactions tab to view up to 90 days of transaction history.
Will I still be able to process stop payments?
Yes, this feature can be accessed by navigating to the Services > Stop Payment option.
Is there an easy way for me to inquire about my account(s) within online banking?
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.
Can I dispute a transaction via online banking?
Yes, you access the Options menu by clicking the 3 vertical dots , on the line for the transaction and choose the Dispute Transactions.
Can I hide accounts I do not want to show?
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.
Security & Alerts
What security features are in place to protect my account online?
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.
Will my existing alerts be transferred to the new system?
Yes, in most cases your existing alerts will be transferred to the new system, however, we recommend you review your alerts to be sure. Alerts can be accessed under Settings on the left navigation bar. You can set up alerts for date reminders, posted transaction history, balance notifications, online transactions, and more.
How will I receive my account alerts?
You can choose to receive alerts by email, phone notification, text, or a secure message notification within Online Banking.
When are alerts triggered?
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.
What is the difference in an e-mail notification and a phone notification?
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.
Will I be able to text to receive the balance on my account?
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.
Online Business Banking
What devices can be used for online banking?
Smartphones, tablets, and desktops. iOS and Android devices are supported.
What are some of the mobile features?
- Full online banking features accessibility
- Mobile RDC
- Email and Text alerts
Can managers and executives receive 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.
Tell me more about the security.
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.
Can I delete and add users to my Cash Management System?
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.
How many users may I add to my company?
You may add as many users as you need to cover all the roles you have assigned to your organization.
Can dual control be enabled for wires or ACH origination?
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.
How will I create an ACH Origination or Wire template?
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.
What National Automated Clearing House (NACHA) SEC codes may I use with ACH origination?
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.
How can I initiate a wire or ACH origination?
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.
How may I increase my wire or ACH origination limit?
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.
When is the ACH cut off time each day?
The cut off time is 12:00 pm daily.
When is the wire transfer cut off time each day?
The cut off time is 3:00 pm daily for domestic wire transfers.
May I originate international ACH transactions or wire transfers inside the Cash Management system?
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.
How may I create reports online?
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.
What is Positive Pay?
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.
How may I create a tax payment inside the Cash Management system?
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.
If I send a tax payment via Cash Management, when will it be received? Will I get a confirmation number?
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.