Your Improved
Citizens Bank & Trust
Digital Experience

The bank-wide updates will take place July 8-12. While many of the changes will happen behind the scenes, there will be some brief disruptions.

If your business uses the bill pay service of online banking (entering bills for payment and having the bank send funds to vendors), this service will be unavailable July 1 – 11. Any payments entered prior to July 1 will continue to be paid.

Online banking (viewing transaction history, transferring between accounts, etc.) will be unavailable from 4:00 PM, Thursday, July 8 through July 11.

The upgraded online banking system, with bill pay, will be available at 8:00 am on Monday, July 12.

On Monday, July 12, after 8:00 AM:

All business customers can sign into the new online banking system using their current Access ID. Beginning Monday, July 12, your online/mobile banking Access ID will be referred to as “Username.” Users will be prompted to enter the last four digits of the business Tax ID to establish a new PIN. Business sub-users will use the same method for signing into online banking.

Businesses who use digital tokens will need to be re-registered with NetTeller. This is a simple process of entering the serial number and generating a code at your initial login.

Customers who use Remote Deposit Now (check scanning) service will need to download new software to enable that service to function with the upgraded online banking.

Customers who create wires in online banking will follow new procedures for completing these transactions.

Customers who use Positive Pay will follow new procedures for completing these transactions.

Customers who process ACH files in online banking will follow new procedures for completing these transactions.

Online and Mobile Banking will be unavailable beginning at 4:00 PM on Thursday, July 8 until 8:00 AM on Monday, July 12.

Please make note of your Access ID prior to July 8 so you have it handy for future login use. Beginning Monday, July 12, your online/mobile banking Access ID will be referred to as “Username.”

A special note about special characters in your current Access ID:

The new system will only recognize the following special characters within an Access ID: + _ % @ ! $ * ~

On July 12, an existing Access ID would remove those special characters.

Example:

• Current Access ID: Cu$tomer-Name#123
• Username on July 12: Cu$tomerName123

In addition, any blank space or spaces within an Access ID would be removed.

Example:

• Current Access ID: Customer Name 123
• Username on July 12: CustomerName123

Customers who currently use any special character other than + _ % @ ! $ * ~ (including a blank space or spaces) are encouraged to update their Access ID prior to July 8 when Online and Mobile Banking is unavailable. Changes to your current Access ID must be made using Online Banking and cannot be made from the Mobile app.

The first time you log in to the new system you will be able to use your existing Access ID, now displayed as Username. Passwords will be reset to a temporary PIN, which will be the last four digits of four digits of the business Tax ID.

After you log in, you will be asked to go through the two-factor authentication process and accept the end-user license agreement. Simply follow the prompts and you will then be asked to create your new PIN.

Please note: Account holder must login twice within the first 60 days after the system update.

When you access the new BillPay site after logging in to Online Banking, there are slight changes to the look and feel of the new BillPay screens. However, all of your bill payment information, including your payees, recurring payments, and history, will be transferred to the new system. We do ask that you verify the payee information the first time you pay a bill.

ACH files must be created and approved by 4:00 pm on Thursday, July 8, with an effective date no later than Friday, July 9. No ACH files can be created on Friday, July 9.

All deposits made on Friday, July 9, will need to be made at your local Citizens Bank & Trust office, as the Remote Deposit Scanning service will not be available on that day.

Any wires created on Friday, July 9 will need to be made at your local Citizens Bank & Trust office, as online wire services will not be available on that day.

Yes. However, these services will be interrupted during our system upgrades, scheduled for July 8-11. Intuit Product Users are strongly encouraged to follow the steps below before July 8 at 4:00 PM EDT.

As part of the updates, you will be required to make changes to your Intuit Quicken, QuickBooks, or Mint software as follows:

End-User Action Dates:

• 1st Action Date: July 8, 2021 before 4:00 PM EDT
• 2nd Action Date: July 12, 2021, 8:30 AM

On July 8, 2021, you should complete a data file backup and a final transaction download to ensure a smooth transition. It is critical to complete the final download before this date because transaction history might not be immediately available after the upgrade. In addition, after completing the migration instructions, carefully review your downloaded transactions to ensure transactions were not duplicated or missed on the register.

On Monday, July 12, you will be able to complete the remaining steps on the conversion instructions. You will complete the deactivation/reactivation of your Online Banking connection to ensure you get your current Mint, Quicken or QuickBooks accounts set up with the new connection.

To review detailed Conversion instructions for each of the above-mentioned tools, please select the appropriate software link below.

Downloads:

Quickbooks Desktop Conversion Instructions

QuickBooks Online Conversion Instructions

Quicken Conversion Instructions

Mint Conversion Information

Intuit aggregation services may be interrupted for up to 3-5 business days. Users are encouraged to download a QFX/QBO file during this outage. The following services may not work during the outage:

• Quicken Win/Mac Express Web Connect
• QuickBooks Online Express Web Connect
• Mint

Please carefully review your downloaded transactions after completing the migration instructions to ensure no transactions were duplicated or missed on the register.

Business Banking customers who use a scanner will need a high-speed internet connection.

In addition, the following system requirements are required to operate:

For PCs:

• Windows 8.1: Microsoft Internet Explorer 11 or Google Chrome
• Windows 10: Microsoft Internet Explorer 11, Microsoft Edge® or Google Chrome
• .NET® Framework 4.6 or higher

For MACs:

• macOS 10.14x Mojave: Google Chrome
• macOS 10.15x Catalina: Google Chrome
• macOS 11.x Big Sur: Google Chrome

NOTE: The current version of Chrome and its two previous versions are supported.

Yes. The category options may vary slightly after the bank-wide updates. Customers should record any category names before July 8 at 4:00 PM. New category options will be available on July 12.

Any information related to categories, such as categories tagged for tax purposes, should be downloaded/exported prior to July 8.

The new updates will require each token user to have his or her own token. If users are currently sharing a token, please contact your business banking account officer to get any additional tokens needed for your business.

Downloads:
Secure Tokens Training Guide

Whether you are new to Bill Pay or a long-time user, Bill Pay provides a great way for you to keep track of all your payments! With Bill Pay, customers can securely pay bills, schedule recurring payments, and even set up text and email reminders. To get started, simply enroll in Bill Pay services from your Online Banking or Mobile app.

Once your account is set up for Bill Pay, here is how to get started:

1. Grab a bill and log in to your account
2. Select the Bill Pay link
3. Click “Add a Payee”
4. Enter the information for the company you want to pay

And if you already added a payee, take a look at what else you can do. Just click the link below to get step-by-step directions for other ways your Bill Pay account makes life easier.

Learn how to make your first payment, set up reminders and more.

Should you have any questions before, during, or after the update, please feel free to contact us at 863-676-7631 or ibank@www.citizens-bank.com.

Beginning Monday, July 12, our call center will be available before, during, and after normal business hours for a two-week period as follows:
8:00 AM - 8:00 PM Monday - Friday; July 12-16 and July 19 - 23
8:00 AM - 6:00 PM Saturday, July 17 and Saturday, July 24

Customers may also call or visit any of our 14 offices during normal business hours. Citizens Bank & Trust Locations

You can rest assured we will be here for you!