Here’s what you need to know:
- Your username and password for online and mobile banking will stay the same.
- Our mobile app will automatically ask you to download the new version.
- If you use bill pay, your existing bill payments and payees will automatically appear in the new system.
What browsers are supported?
We recommend downloading the current version of Google Chrome, Microsoft Edge, Firefox, or Safari*.
Microsoft Internet Explorer is not a supported browser and you may be denied access to the platform.
To download the latest browsers, click the links below:
Google Chrome*Safari is not available for Windows access. To find out more information, visit: https://support.apple.com/en-us/HT204416
- Mobile device operating system requirements:
- iOS Version 16 or greater is required as of September 2023.
- Android Version 8.0 or greater is required as of November 1, 2022.
- Browser requirements:
- Microsoft Edge - will be supported at the latest version only. Access may be denied to older versions 60 days after a new version is released.
- Google Chrome - should automatically update and major updates are released approximately every 12 weeks. If Chrome is two versions older than the current stable channel version, access may be denied.
- Apple Safari - currently only sees major upgrades during the Fall. Access may be denied to older versions 60 days after a new version is released. However, this change requires that the new Safari version is available on both MacOS and iOS devices.
- Mozilla FireFox - should automatically update. If FireFox is two versions older than the current stable channel version, access may be denied.
- To download the latest browsers, click the links below:
- Google Chrome
- Firefox
- Microsoft Edge
- Safari is not available for Windows access. To find out more information, visit: https://support.apple.com/en-us/HT204416
Online Users: Click on the Account Login button on our home page to get started.
Mobile App Users: You will be automatically prompted to download the new Citizens Bank of Americus app from the App Store or Google Play.
All Users:
- Enter your existing Username and Password to sign in.
- Enter your email address and a phone number where you can receive a text or phone call to obtain a verification code.
- Select how you would like to receive your verification code from one of three options.
- Enter the 7-digit verification code received and click Verify.
- Review the User Agreement and click Accept.
- You will be taken to your new Dashboard to begin your new online banking experience!
If I have multiple Online Banking accounts will I have to log in to each account with the usernames and passwords for each account separately?
With our new mobile app, you can sign into multiple user profiles and quickly switch between them using a PIN instead of entering a username and password. If you add more profiles to your mobile app, you will need to set up two-factor authentication (2FA) for each of them.
How do I add additional login profiles to my mobile app?
- From the top of the menu bar press the person icon next to your profile name.
- Select Add profile.
- Sign in to the second profile.
- If prompted, answer the security question. If not, continue to the next step.
- If prompted, complete the profile information in the form, and then select Done.
- Enter a PIN for the new profile.
- Confirm the PIN for the new profile.
How do I switch between profiles on my mobile app?
- From the top of the menu bar press the switch icon next to your profile name.
- Select the profile you wish to log into.
- Enter the PIN or use the fingerprint authentication if prompted.
What is two-factor authentication?
Two-factor authentication is a security feature that helps safeguard your account information. To implement 2FA, you will need to enroll an email address and a phone number (mobile or landline). Once this information is entered, you’ll choose one of three options to receive a one-time verification code: 1. Text message to the mobile phone entered, 2. Automated phone call to phone number entered, or 3. Authenticator App.
After entering the verification code, if you are logging in from a secure computer, you have the option to select “Don’t ask for code again on this computer.” This allows you to avoid having to enter a verification code during each login. This option should never be selected on a shared or public computer.
How does the phone call verification process work?
If you select to receive a phone call (cell phone or landline), you will enter a single specific digit, as directed, before the verification code is provided.
If you do not answer the phone call, please note that a second call will not be made automatically and the system will not leave codes on voicemail. Therefore, if you do not answer the authentication phone call, you will need to select the option to have the code re-sent. (Note: The “from” phone number may be listed as coming from anywhere in the US)
What should I do if I did not receive a verification code to continue with the two-factor authentication enrollment?
Please be sure the phone number you entered is correct. If it needs to be changed, contact Customer Service at 229-924-4011.
How much time do I have to enter the verification code?
Codes are valid for three to six minutes and will expire after that time.
Can I lock myself out from entering an incorrect verification code?
Yes, you can get locked out of the enrollment process if too many attempts are made with an incorrect verification code (more than six times in a single hour). There is no manual reset for this; you will need to wait an hour to try again following your first attempt. If you make more than 20 unsuccessful attempts in a 24-hour period, your login will be 'Suspended' and you will not be able to attempt again for 24 hours. If you have questions or need additional assistance, please contact Customer Service at 229-924-4011.
If I selected “Remember this computer,” why am I being asked for a verification code each time I log in?
There are several reasons you may be prompted for a verification code :
- if you log in on different browsers
- if you deleted your browser history
- if you have your browser settings set to delete your cookies and history automatically
Can I receive the two-factor authentication verification code via email?
No, this option is not available. The code can be received using one of the following options:
- Text message
- Phone call
- Authy App (A third-party app that generates a one-time passcode. To register you will need an email address and phone number.)
How can I reset my two-factor authentication enrollment?
You can reset your own two-factor authentication enrollment in both the app and online by going to your Profile page, then select ‘Security’ within the ‘Settings’ area.
After successfully signing in, the first screen you see is your “Dashboard.” A list of your accounts is presented at the top. To view all accounts on one screen, select “View All.” Beneath your account listing, Quick Actions are presented (Transfer, Pay, Deposit, Message). Under the Quick Action icons you will find Transactions, Payments, Transfers, Card Management, etc.
Can I reorganize my dashboard?
Yes, at the bottom of the dashboard, click “Organize dashboard” to drag and drop, delete or add information.
The dashboard activity displays transactions from all my accounts. How can I find account-specific information?
To view transactions for a single account, select the account from the dashboard.
The dashboard activity displays transactions from all my accounts. How can I find account-specific information?
To view transactions for a single account, select the account from the dashboard.
Why are transactions labeled as pending?
Transactions appear as pending until they are completely processed.
Can I search for transactions?
Yes. Search for any transactions by using the magnifying glass in the upper right of the transactions section.
Features:
- You can add a tag, note, or image, such as a receipt, to any posted transactions. Simply click on the specific transaction to see your options.
- Click the downward arrow in the upper right of the transaction section to download an activity statement based on a specific date range. The activity statement will be in an Excel spreadsheet.
Will my bill payees and scheduled payments continue after September 28th?
Yes, all scheduled payments and bill payees will continue to be available.
Will my scheduled or recurring transfers continue after September 28th?
All scheduled and recurring transfers between Citizens Bank of Americus accounts will continue.
How do I transfer money between my accounts?
Select the Transfer icon. Then choose the account you want to transfer From and To. Eligible internal and external accounts will be listed. Transfers completed after 8:00 pm will be processed on the next business day.
What are the cutoff times for transfers?
The cutoff time for transferring funds between Citizens Bank of Americus accounts is 8 p.m. for each business day.
Can I add a memo line to a transfer?
A memo line can be added to an immediate transfer. It cannot be added to recurring or future-dated transfers.
Why am I unable to add a memo to recurring or future-dated transfers?
Memos are not an option for recurring or future-dated transfers; however, you can add a “tag” to transactions that will appear after the transfer posts to your account.
Can I make a person-to-person transfer?
Yes. The recipient’s phone number and e-mail address are required. On your desktop, select “Pay a person” from the Payments box, or select the “+” at the top of the “Payments” box from your mobile app and then choose “Add a person.” You must then select a Keyword that you will share with that person. After submitting the information, confirm your password to continue the process. After sharing the keyword with your payee, they must then activate their account so you can send payments. You will receive an e-mail notification when the payee has activated their account.
Will I be able to delete transfers once they have been submitted?
No, internal transfers cannot be deleted once submitted. If a transfer was submitted mistakenly, a new transfer will need to be set up to move the funds back.
How do I make a loan payment?
Select the Transfer icon and choose the checking or savings account you want to make your payment from. Then select your loan account to transfer to. To schedule a recurring payment, select “More Options” to schedule frequency and date. Transfers completed after 8:00 pm will be processed on the next business day.
Can I set up automated loan payments?
To schedule a recurring payment or a future-dated payment, select “More Options” to schedule frequency and date.
How can I view an estimated payoff for my loan?
An estimated payoff is shown in the Account Details. This payoff estimate may not include additional fees and other charges that have accrued, such as escrow. For a final payoff amount, please contact Customer Service at 229-924-4011.
- Select Pay a Bill from the quick action buttons
- Select your payee
- To make a payment to more than one payee, select "multiple"
- Enter the amount and payment date, and an optional memo to display to the payee, then click submit
- Under Payments on the Dashboard, click see more
- Select + New Payee, then add a bill or add a person
- Enter and confirm payee information and click submit
- Under Payments on the Dashboard, click manage payments
- Access comprehensive bill pay options, including editing or deleting payees and scheduled payments, managing recurring payments, and viewing payment history.
- Report a card lost or stolen
- Turn your card on or off
- Add and remove travel notices
- Reorder and activate a new card
- Receive purchase alerts in real-time
- Receive notifications of card activity based on dollar amount, location, merchant or transaction type
- Block transactions based on dollar amount, locations, merchant or transaction type
- Setup transaction and monthly spending limits
How do I report a lost or stolen card?
To report a lost or stolen card, log in to your Online Banking account and click on the applicable card in the “Card Management” area of your Dashboard. Select ‘Report lost/stolen’ and indicate the appropriate option.
Can I lock my debit or credit card from being used for a period of time?
Yes. Within Card Management, simply select the card you want to lock and toggle the switch. Transactions will be denied, but recurring payments may continue. Any credits or deposits to the card will also be allowed.
How do I set up enhanced card controls and alerts?
Under Card Management on the dashboard, select the card you want to add controls and/or alerts. Click alerts and protections. From here, you can choose to block transactions based on location, merchant types, or transactions types. You can also choose to be notified of certain transactions as well as set spending limits.
- First, endorse the back to the check and write "for mobile deposit only"
- Tap the Deposit quick action button
- Enter the check amount, tap continue, and choose the deposit account
- Tap to take a picture of the front of the check, continue
- Tap to take a picture of the back of the check, continue
- Review the deposit and tap submit
- You will receive an email confirmation
