Say Hello to Enhanced Digital Banking

We just launched a major upgrade designed to empower you.

What You Need to Know

Your enhanced digital experience is designed with your control in mind – so you have the power to manage your financial well-being each and every day.

New app vs old app

New: Tips for you

Thank you for your patience as we’ve transitioned to the new Online & Mobile Banking. We take member feedback very seriously and are listening to how we can clarify parts of the user experience. Our goal is to help you manage your accounts easily and efficiently and enjoy the new tools available. If you need assistance with using Online & Mobile Banking, please reference these tips.

Paying Your Bills

  • Group bills your way: All billers are displayed in alphabetical order. To group billers by type, change the biller’s nickname with a common description. For example, “Household – Electric” and “Household – Water.” This will ensure those billers are listed together.
  • Confirm your bills: Double check your bills are set up how you’d like. You’ll see pending bills for the next 7 days in addition to upcoming payments for future bills.
  • See Electronic or Check: You’ll know how your bill is being paid if there’s a "check" or an "E" icon. Some bill payments sent by check can affect scheduling.
  • Send Date vs. Delivery Date: The “Send Date” is when funds are taken out of your account, and the “Delivery Date” is when the payment is delivered to the biller. Note: Check payments will withdraw from your account when the check clears.
  • Scheduled Payments: You can easily check the status of your bill payments. ‘Upcoming (next 7 days)’ will display bills due or scheduled payments within the next 7 days. ‘Later’ will display bills due and scheduled payments within the next 8-45 days. ‘Pending/Paid’ will show all payments within the last 30 days.
  • Know Payment Status Definitions: Read through our bill payment statuses to understand each. After a payment is made you will see this to the right of your payment.
 Status  Definition
 Cancelled  

Typically occurs when a payment has begun processing, but the account is closed after the fact.

 Created  

This is a temporary status that only exists during our processing window. It can be treated the same as "pending."

 Delivered

 

A payment has been completed and the payee has their money.

 Failed Funding  

An electronic payment was rejected by the data core (NSF, account closed, invalid account, etc.).

 In Process  

An electronic payment is being processed.

 Mailed  

A check payment has been mailed.

 Past Due  

Will display only if the user has any bills that are past due (eBills only).

 Payment Stopped  

A check payment submitted had a stop payment request placed against it undeliverable - a check payment was undeliverable.

 Pending  

A payment has been scheduled.

 Postal Return  

A check payment has been returned.

 Returned   

A returned electronic payment has been refunded back to a member account.

Know the limits of paying bills:

   Existing Customer  New Customer (First 30 days)
 Max Payment Amount  $50,000  $10,000
 Max Daily Amount  $125,000  $10,000
 Max Monthly Amount  $300,000  $30,000
  • Save your default “from” account for bills:
    • To set your payment preference, navigate to ‘Manage Billers’.
    • Select/Find the biller you would like to manage.
    • Using the 3-dot ellipsis menu, choose ‘View | Edit Biller’.
    • Select ‘Edit’ next to Payment Method and select which account you would like to use to pay this biller.
    • Choose ‘Save Payment Method’ and this will be saved for all future payments.
  • Make sure you have your logins for e-bills. Be sure to have your biller login credentials handy to add a new eBill. To ensure these are correct, you may want to login at the biller site directly prior to adding a new eBill. Also, your eBill information should completely match the information on your statement from that biller.

Unlocking Your Account

  • Self-unlock your account: Unlock your account by selecting “Forgot Password” and follow the steps. Unless you face an issue, there is no need to contact us!

Redeeming Your Rewards

  • Redeem your credit card rewards easily.
    1. Select the 'Card Services' tab in your Credit Card account
    2. Click or tap 'Redeem'
    3. Mastercard Rewards will launch in a new browser window

Registering Entity Accounts

  • Register any entity as a consumer account. This includes Trusts or similar entities, which will require separate logins from business accounts.

First-time Login Steps

  • Make sure the app has been updated on your device: If your apps are set to update automatically, you may already have the latest version. If not, you may have to visit the App Store or Google Play to install it.
  • Pick a new password: When you log in to the new version for the first time, you will be prompted to change your password for your security.
  • Keep reading: If you use any of the tools and features listed below, take a look at what's changed in case there's any action you need to take. 

Other information for specific tools and features:

Account Alerts | Card Controls | Business Accounts | Quicken/QuickBooks/Mint Users


Account Alerts:

Once you log in to the new version, you will need to reset your account alerts.

  • You will have the opportunity to set up brand new alerts on your account. This is a great time to ensure your account has the highest level of security.
  • In addition to text and email, you can now receive push notifications directly from the Citadel Mobile App, including due date reminders and balance notifications.

Watch the how-to video below.

Card Controls:

As part of the upgrade, debit and credit card controls are now built in to the Citadel Mobile App. If you were previously using the separate Citadel Card Controls App, you can now delete it.

  • You will have to reset your preferences/settings, but we’ll have more options for card security and peace of mind such as travel notices, advanced card alerts, and more.
  • With full integration in Online & Mobile Banking, you can also control your cards from a desktop or any device using the browser version of Online Banking.
  • You can set personalized, advanced controls such as managing transactions by region, merchant type, transaction type (In Store/eCommerce/ATM) and set spending limits.
  • You can also request and activate replacement cards in the app. Any new card details will automatically be updated in your mobile wallet.

Watch the how-to video below.

Business Accounts:

Business Online Banking has also been upgraded to help streamline your workflows.

  • As an added layer of security and privacy, all Business and Personal account logins are now separate. With this change, you'll need to register your account as a business in Online & Mobile Banking if you haven't already.
  • If you did not register in Business Online Banking prior to May 22, all account information will need to be reset in the new version. This means you’ll need to re-register as a new business user and reset all details and preferences such as connecting external accounts, setting up recurring transfers, scheduling bill payments, etc. You can also explore new features designed specifically for business leaders.

Learn more about changes and FAQs for business accounts.

Quicken/QuickBooks/Mint Users

We support Web Connect for QuickBooks, and Web Connect & Express Web Connect for Quicken. Please review the documents below for instructions to re-link your accounts once you've upgraded to the new version of Online & Mobile Banking. Also, the dates outlined below correspond to the documents provided. 

Supporting Documentation: 

Questions? Check out the tutorial videos below.

See How It Works

What's New - Online and Mobile Banking

What's New - Online and Mobile Banking

Citadel's Online & Mobile Banking just got a major upgrade designed to empower you. Here's an overview of what's changed and what's new. To learn more about Online Banking and the Citadel Mobile App, visit CitadelBanking.com

How To Manage Your Credit Score

How To Manage Your Credit Score

In Citadel's Online & Mobile Banking, you can view your credit score, your detailed credit report, usage, payment history, and more - for free - without affecting your credit. And you can get a customized action plan to improve your score, plus personalized offers just for you. Here's how it works. To learn more about Online Banking and the Citadel Mobile App, visit CitadelBanking.com

How To Customize Your Dashboard

How To Customize Your Dashboard

You can customize how you view your Citadel accounts in Online Banking and the Citadel Mobile App. Set up a personalized dashboard to see exactly what you're looking for as soon as you log in, and make it easy to manage your money. Here's how it works. To learn more about Online Banking and the Citadel Mobile App, visit CitadelBanking.com

How To Transfer Funds

How To Transfer Funds

In Citadel's Online & Mobile Banking, you can move money between your accounts one time, or on a recurring basis. Funds can be transferred between two of your Citadel accounts, or to and from your accounts at another financial institution. Here's how it works. To learn more about Online Banking and the Citadel Mobile App, visit CitadelBanking.com

How To Transfer Money To Other Citadel Members

How To Transfer Money To Other Citadel Members

You can transfer money to and from other Citadel members in Online and Mobile Banking. You'll need the other member's name (or business name), account number, and account type – or they can set up an M2M Code (Member to Member) for quick and easy transfers. See how to get started in this video. Here's a look at how to make one-time and recurring transfers: https://youtu.be/psqhbblY7T8 To learn more about Online Banking and the Citadel Mobile App, visit CitadelBanking.com

How To Set Up Card Controls

How To Set Up Card Controls

You can protect your Citadel credit and debit cards by setting up travel notices and custom card controls in Online & Mobile Banking. Add details about your travel plans & destinations to help us identify and prevent fraud on your accounts, and enable custom settings to decide how and where your card can be used. You can block or allow certain retailers, types of transactions, and set spending limits for all card users. Here's how it works. To learn more about Online Banking and the Citadel Mobile App, visit CitadelBanking.com

How To Pay Bills

How To Pay Bills

You can easily pay all your bills in one place with Citadel's Online & Mobile Banking. Setup one-time or recurring payments, and choose when and how you receive payment notifications. You can also enroll in eBills to have certain bills send an image of your bill directly into our Online & Mobile Banking platform, so you can see everything you need. Here's how it works. To learn more about Online Banking and the Citadel Mobile App, visit CitadelBanking.com

How To Set Up Account Alerts

How To Set Up Account Alerts

In Citadel's Online & Mobile Banking, you can set up custom account alerts for things like balances, checks, loans, logins, and transactions via push notification, email, or text message. Get notified about security alerts, reminders for payments due dates, and more. You decide which accounts get each alert, how often, and what time you receive them. Here's how to get set up. To learn more about Online Banking and the Citadel Mobile App, visit CitadelBanking.com

How To Check Your Financial Health

How To Check Your Financial Health

Citadel's Online & Mobile Banking comes with built-in financial wellness tools to help keep you on track. You'll start with a quick assessment to see where you stand, and from there you can view your financial health status, which includes spending, borrowing, saving, and planning. You can also view your spending analysis and spending forecast to plan ahead. Here's how it works. To learn more about Online Banking and the Citadel Mobile App, visit CitadelBanking.com

How to Connect Your External Accounts

How to Connect Your External Accounts

When you connect your accounts from other financial institutions in Citadel's Online & Mobile Banking, you can make payments on your Citadel loans and credit cards. You can also make secure transfers between your Citadel accounts and your external accounts. Here's how it works.

How To Access Card Services

How To Access Card Services

You can manage your Citadel credit and debit cards any time in Online & Mobile Banking. Request a replacement card and add it to your mobile wallet right away, or report a card lost or stolen. You can also make a payment and add or remove card users. Here's how to get it done. To learn more about Online Banking and the Citadel Mobile App, visit CitadelBanking.com

How To Switch Account Profiles

How To Switch Account Profiles

Citadel's Online & Mobile Banking uses profiles to organize your accounts and financial information. If you have multiple profiles that include different primary and joint accounts, you may need to switch profiles to perform actions on those accounts. Here's how to get it done. To learn more about Online Banking and the Citadel Mobile App, visit CitadelBanking.com

How To Make a Mobile Deposit

How To Make a Mobile Deposit

With the Citadel Mobile App, you can snap a photo of any check using the camera on your mobile device and get instant access to the funds with no waiting period. It's quick, simple, and secure. Here's how it works. To learn more about Online Banking and the Citadel Mobile App, visit CitadelBanking.com

How To Make a Loan Payment

How To Make a Loan Payment

With Citadel's Online & Mobile Banking, you can submit one-time or recurring payments on any of your Citadel loans. You can also use the loan payoff calculator to determine when and how to best pay your balance. Here's how it works. To learn more about Online Banking and the Citadel Mobile App, visit CitadelBanking.com

Business Online Banking

Business Online Banking

Citadel's Online & Mobile Banking includes features and tools designed specifically for business users. If you're a Business Banking member, you can create users and roles with custom access to certain accounts for your team, and customize your dashboard to prioritize what you see first. You can also manage ACH transactions, send wire transfers, utilize remote deposit capture, and more. Here's a look at what you can do. To learn more about Online Banking and the Citadel Mobile App, visit CitadelBanking.com. To learn more about Business Banking at Citadel, visit CitadelBanking.com/Business.

Other FAQs

Do I need to re-enroll in Online & Mobile Banking?

Existing Online & Mobile Banking members do not need to re-enroll. Simply log in with your current username, and follow the steps to set up a new password.

However, personal and business accounts are now separate in Online & Mobile Banking for added security and privacy. If you are a business user and and you did not previously register as a business account in Online & Mobile Banking, you may have to re-enroll. Learn more here.

Do I need to take any action in the new digital banking experience once I'm logged in?

Yes, there are a couple features you need to reset to ensure you have the best experience:

Account Alerts - New account alerts, including push notifications, are now available, so you'll want to reset your preferences to ensure the highest level of security on your accounts.

Card Controls - If you already had our separate Card Control app, you can delete it from your device after you upgrade since those tools are now integrated in Online & Mobile Banking. Once you log in to the new version, you can access card services to select your preferences and manage card activity. (Check out the how-to videos above for a quick tutorial!)

Will my recurring transfers be affected?
The vast majority of recurring transfers will be unaffected and will still process as expected after the launch; however we encourage you to double check the first time you log in after the upgrade. The way you'll set up recurring transfers in the new version will be slightly different, so there may be a few that need to be reset.
What phone numbers will be associated with account alerts and secure access codes from Online & Mobile Banking?

There are four different phone numbers that Citadel will use to send you alerts or Secure Access Codes. We encourage you to add these to your contacts as the alerts and validation codes are issued. The phone numbers are:

  • 864-513-6729
  • 928-370-7784
  • 980-268-2537
  • 928-370-7682
Which browsers or mobile operating systems are supported by Online & Mobile Banking?

Below is a list of the supported browsers and mobile operating systems for Online & Mobile banking:

Browsers
Windows
Mac OS X
Google Chrome (Current and previous two versions)
Recommended
Recommended
Mozilla Firefox (Current and previous two versions)
Supported
Supported
Microsoft Edge (Current and previous two versions)
Supported Unsupported
Safari (Current and previous two versions)
Unsupported
Supported

Mobile Operating System (OS)   Apple Android
iOS 15 and above Supported N/A
Android 10 and above N/A Supported

Still have questions? Visit our help center.

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