Your Improved
Citizens Bank & Trust
Digital Experience

Personal Banking

System Upgrades

As part of Citizens Bank & Trust’s bank-wide updates, several resources are available for our personal banking customers. This page contains Online Banking Tools and Frequently Asked Questions (FAQs) to assist you with the new system upgrades.

As a reminder, Online Banking BillPay Service will be unavailable July 1 through July 11. Access to BillPay will be removed during this maintenance period, however, your bills will continue to pay during this time (other online banking functions will be available through July 8).

Customers who use the Online BillPay Service are strongly encouraged to schedule/input all payments by June 30 to avoid payment delays.

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.” In addition, customers with special characters in their current Access ID should review this information.

This page will continue to be updated with new information as it becomes available.

Should you have a question that is not addressed on this page, please feel free to contact us at 863-676-7631 or by email at ibank@citizens-bank.com.

Frequently Asked Questions (FAQ)

WHEN WILL THESE BANK-WIDE UPDATES OCCUR?

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.

HOW DO I SETUP MY BILL PAY IN THE NEW SYSTEM?

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.

WILL MY PERSONAL ONLINE BANKING CHANGE? HOW DO I LOG IN THE FIRST TIME?

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 (Username):

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 your Social Security number.

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.

For existing BillPay users: While all information will be transferred to the new system, you will need to agree to the BillPay terms and conditions. However, you will not need to re-enroll.

WILL I HAVE TO DOWNLOAD A NEW MOBILE BANKING APP?

Yes. Part of the bank-wide maintenance includes a new mobile app. On July 12, the new app, Citizens Bank & Trust FL, will be available in the Apple Appstore and the Google PlayStore. The links will also be available directly from the Citizens Bank & Trust website.

Apps will be available on
Monday, July 12th.

Download on the App Store
Get it on Google Play

CAN I CONTINUE TO USE MY INTUIT (MINT/QUICKEN/QUICKBOOKS)?

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.

WILL INTERNAL TRANSFERS, SUCH AS TRANSFERRING MONEY FROM CHECKING TO SAVINGS, BE CHANGING?

Internal transfers will continue as usual. No action required.

WILL REGULAR PRINCIPAL & INTEREST LOAN PAYMENTS BE CHANGING?

Loan payments will continue as usual. No action required.

WILL PRINCIPAL-ONLY LOAN PAYMENTS BE CHANGING?

While loan payments will continue as usual, any payment previously set up as a principal-only payment will need to be set up again on or after July 12.

WILL EXTERNAL TRANSFERS, SUCH AS A TRANSFER OF FUNDS TO ANOTHER FINANCIAL INSTITUTION, BE CHANGING?

Yes. All existing external transfers, such as a transfer of funds to another financial institution, will need to be set up again on or after July 12.

WILL I STILL BE ABLE TO CONTINUE TO USE MY DEBIT CARD?

Yes. You may continue using your current debit card, even over the update weekend, July 8 - 12. Your current debit card will continue to work after the online banking system update and will be re-issued on the card’s expiration date.

WILL I NEED TO ORDER NEW CHECKS?

No. The Bank information currently printed on your checks will remain the same.

WILL IT AFFECT MY CHECKING, DIRECT DEPOSIT, SAVINGS, CDS, LOANS, OR ACCOUNT NUMBERS?

No. All of your deposit and savings accounts and loans will remain exactly as they are now, and your account number(s) will not change.

HOW WILL THIS AFFECT MY BANK STATEMENTS?

All accounts will receive two (2) statements in July. The first statement ending date will be July 8. The second statement will close at the end of the current statement cycle.

Going forward, you may have a new statement cycle end date, which can be identified by the date on your August bank statement.

WHAT IF I AM ENROLLED IN E-STATEMENTS?

If your account is currently enrolled in e-Statements, that feature will continue. If there are multiple users on the same account who are enrolled, the primary account owner will be enrolled with the option of adding additional recipients.

We suggest saving electronic or hard copies of statements for the past 12 months on or before July 8. All historical statements will ultimately be migrated to our new system. While they may not be available on July 12, they will be available soon thereafter. Your Citizens Bank & Trust office will have access to any information that might be needed during this time.

WILL THE ANYTIME BANKLINE BE CHANGING?

The Anytime Bankline will be unavailable July 8 – 11. On July 12, the Anytime Bankline (877-851-8597) will resume operation. Please follow the prompts to access your information, as the system options will change.

WHAT SHOULD I DO IF I HAVE QUESTIONS?

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

Online Banking Tools

Personal and Business Online and Mobile Banking First-Time Login Guide

Mobile Remote Deposit Anywhere (RDA)
Guide

Upgraded Banking Experience

First Time Login

Online Banking / Mobile App

Learn about the new enhancements for both our personal and business customers.

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