• Can I access my account by phone?
  Yes, you can access details of your accounts 24/7 by calling us toll free at 1-888-201-6505. If you'd like to reach a member of our concierge team, please call us Monday - Friday 6AM - 12AM ET, Saturday 9AM - 5PM ET or Sunday 10AM - 5PM ET.
• Does Citizens Access have a mobile app?

  Yes we do! Follow these simple steps to download our Citizens Access mobile app. If you are on a mobile device, click here for Android and here for IOS. If not, simply look us up in your app store.

   

• Does your call center support Telecommunication Device for the Deaf?
  We support Telecommunication Device for the Deaf (TDD).  Any time you need assistance, please call the Relay service at 711 and connect with us toll free at 1-8888-201-6505 Monday - Friday 6AM - 12AM ET, Saturday 9AM - 5PM ET and Sunday 10AM - 5PM ET.
• What if I forgot my Username, Password, or cannot sign in?

  If you forget your Username or Password, you can quickly reset them on our website. Simply select the Forgot Username or Forgot Password link. You will be asked for a few pieces of information to verify your identity. Then choose to have a one-time authentication code sent to you by email, phone, or text. The authentication code will be active for 10 minutes. If you are still unable to sign into your account, please call us at 1-888-201-6505.

• Is your website compatible with screen readers?
  We’re committed to assisting our customers so we have designed our website to ensure it will be compatible with screen readers and other assistive technologies.
• What are your Username and Password requirements?

  Usernames at Citizens Access must be between 8 and 20 characters in length (including letters, numbers and special characters). To protect your account, we recommend you use long multi-word phrases that are not easy to guess. The strongest passwords are over 15 characters. Citizens Access passwords are case sensitive and do allow for the use of spaces.

• What types of beneficiaries can I add to my account?
  Please call us at 1-888-201-6505 if you would like to add or make adjustments to your beneficiary allocation. You can add the following FDIC eligible beneficiaries to your account:
  1. You can add individuals as beneficiaries by providing their Full Name, Social Security Number, Date of Birth and Address
  2. You can add formal revocable trusts as beneficiaries by providing the Full Trust Name and the Date the Trust was established. NOTE: Citizens Access requires that an account owner is the grantor of a formal revocable trust being named as a beneficiary. 
  3. You can add a charity or non-profit organization as a beneficiary by providing the organization name and Tax ID number.

Have more questions? Get more answers in our full FAQs section.