Citadel Card Control FAQs

Looking for help to set alerts and controls with Citadel Card Control? We're here to help.

Citadel Card Control Frequently Asked Questions

Review our frequently asked questions below to get quick answers and tips on using Citadel's new Card Control. 

Card Control Frequently Asked Questions

What if I don't see all of my cards in Card Control?
You can view and manage all Citadel debit and credit cards associated with your Social Security Number (SSN) in Card Control. If you do not see a card that you think you should be listed, please contact us at (800) 666-0191.
How long does it take for my control or alert settings to take effect?
Changes to your control and alert settings occur in real time and will take effect immediately after your changes are made and saved in Card Control.
What happens if I lose my phone and have the Card Control app enabled on my device?
We can help you manage your Card Control settings in the event that you lose your phone. Please contact us at (800) 666-0181 or visit your local branch for assistance.
When setting Card Control locations for in-store transactions, how close does my mobile device have to be to the merchant or store location in order for the transaction to be approved?
Your mobile device must be within 5 miles of the merchant or store location where your card is being used. If the device is outside of the 5 mile radius, the transaction will be declined. 
What will happen to my automatic payment settings if I turn one of my cards off using Card Control?
Your automatic payments will be processed as scheduled if you turn one of your cards off, as long as funds are available in your account.
How do I set my card up for international travel?

To set up your card for international travel you will follow the below steps

  • Log into the Citadel Mobile App
  • Tap Menu
  • Tap Manage Cards
  • Tap Card control to be taken to the Card Control App
  • If you have multiple cards, swipe right to find the card(s) that you will be using while traveling
  • Tap Control Preferences
  • Tap Locations
  • Tap slider for International (slider will be to the right and blue/green when activated)
  • Tap blue plus sign (+) to add a country
  • Type Country name on Allow Country screen
  • Tap blue check button in bottom right corner to save
What type of transactions and purchases can I restrict using Card Control?
Card Control allows you to restrict debit and credit card transactions for specific types of merchants (i.e. gas stations, grocery, etc.) and transaction types (online, mail/phone, contactless, etc.). You can set transaction and monthly spending limits for each of your Citadel debit and credit cards.
How can I access Card Control?
You can access Card Control through the Citadel Mobile Banking App. After you log in, navigate to the 'Online Banking' tab and select Manage Cards > Card Control.
 
Which cards are available to manage in Card Control?
You can view and manage all Citadel debit and credit cards associated with your Social Security Number (SSN) using Card Control. If you don't see a card that you think you should be listed, please contact us at (800) 666-0191.
How do I set up Card Control alerts?
To set up Card Control, you must first download the Citadel Card Control app from the Apple or Google Play store. To get started, open the app, click the "Go to Mobile Banking" link, and log into your Mobile Banking App. In the 'Online Banking' menu, select Manage Cards > Card Control.

Next, select 'Alert Preferences' and choose the types of alerts you want to receive. You can choose to select alerts for all transactions, alerts by merchant or transaction type, or alerts for spending limits.
Does my phone have to be powered on to use location controls?
Yes, your phone must be powered on for location controls to function properly.
How do I set up Card Control to follow my location for purchases?

To set up Card Control to follow your location for purchases you will follow the below steps:

  • Log into the Citadel Mobile App
  • Tap Menu
  • Tap Manage Cards
  • Tap Card control to be taken to the Card Control App
  • If you have multiple cards, swipe right to find the card(s) that you will be using while traveling
  • Tap Control Preferences
  • Tap Locations
  • Tap the slider for My Location (slider will be to the right and blue/green when activated)
How to I set up Regions for my card?

How to I set up Regions for my card?

  • Log into the Citadel Mobile App
  • Tap Menu
  • Tap Manage Cards
  • Tap Card control to be taken to the Card Control App
  • If you have multiple cards, swipe right to find the card(s) that you will be using while traveling
  • Tap Control Preferences
  • Tap Locations
  • Tap slider for My Regions (slider will be to the right and blue/green when activated)
  • Tap blue plus sign (+) to add a region
  • Search by Country, State, City or Zip
  • Zoom in or out. Viewable area will be approximate location (radius must be at least 5 miles)
  • Tap blue location icon button in the bottom right corner to add the location name and save
Can I update my card with travel locations?
You can set up Card Control to follow the location of your primary device, set specific locations (regions) where the card can be used or add specific countries for international travel. This must be done for each card that will be used for traveling and can be changed at any time.
How many transactions will show in Card Control?
Once you have successfully downloaded and set-up Card Control, your can view your 50 most recent transactions for each of your Citadel debit and credit cards.
Can I make a deposit through Card Control?
Card Control does not allow deposits at this time. You can deposit checks with the Citadel Mobile Banking App.
If I turn my card off using Card Control, how long does it take for transactions to be declined?
Transactions will be declined immediately after you turn your card off with Card Control
Can I set different alerts and preferences for each of my Citadel debit and credit cards using Card Control?
Yes! You can set preferences and alerts for each of your Citadel debit and credit cards using Card Control.
Can I use Card Control for non-Citadel debit or credit cards?
Only Citadel debit and credit cards are available to view and manage in Card Control.
If I have a joint checking account, will both account holders be able to use Card Control?
You can only view and manage cards associated with your Social Security Number (SSN) using Card Control. Joint account or cardholders can only view and manage cards associated with their own Social Security Number (SSN). For additional questions or concerns, please contact us at (800) 666-0191.
Why did a transaction that I made not result in the expected alert?
Transaction types are categorized by merchants. If that merchant data does not match what is set in the card controls app, this may result in missed or unexpected alerts. 
Viewing the Card Control Help

If a cardholder is unsure of how to use the Card Control app, they can always use the help file within the app. From any page, tap the burger icon then 'Help With This Page', and it will provide instructions for that specific page the cardholder is on.

  1. In the Card Control app, on any screen, select the burger icon digital wallet.

  2. Tap 'Help With This Page'.

  3. Instructions will appear.

Still have questions? Visit our help center.