help

Accessing My Account

How do I access my account?

We want to ensure that saving with Citizens Access is simple and easy, so we offer 24/7 online access from your computer, tablet or mobile device. You can also feel free to call us toll free at 888-201-6505 Monday - Friday 8AM - 10PM ET, Saturday 9AM - 3PM ET and Sunday 10AM - 3PM 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 888-201-6505.

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. 

Can I access my account by phone?

Yes, you can access details of your accounts 24/7 by calling us toll free at 888-201-6505. If you'd like to reach a member of our concierge team, please call us Monday - Friday 8AM - 10PM ET, Saturday 9AM - 3PM ET or Sunday 10AM - 3PM ET. 

Why do I need a Personal PIN?

Your Personal PIN will help us verify your identity when you call us for assistance.

What if I forgot my Personal PIN?

You can change your Personal PIN at any time, simply sign in to access your account and navigate to your profile page from the Manage Accounts menu.

Does Citizens Access have a mobile app?

Not at this time, but we designed Citizens Access specifically for access from a mobile device. When you sign into citizensaccess.com from the web browser of your mobile device you'll be able to access and manage your account with the added benefit of mobile check deposit.

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.

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 888-201-6505 Monday - Friday 8AM - 10PM ET, Saturday 9AM - 3PM ET and Sunday 10AM - 3PM ET.