Mobile App FAQ

Q: How do I get the mobile app?

A: You can download the Citizens Ada mobile app through the Apple Store or Google Play. Data charges from your cellular provider may apply-contact your cellular service provider for details.

Q: How much does the app cost?

A: There is no charge for the service; however, your mobile service provider may charge for text messages or Internet usage-contact your cellular service provider for details.

Q: How do I login?

A: Users must be enrolled in Internet Banking before they are able to access the Mobile App. Your logins for Internet Banking and the Mobile App will be the same. 

 Q: Can I pay bills via Mobile App?

A: Yes. The mobile app offers bill pay and Picture Pay services.

Q: What is Picture Pay?

A: The Picture pay features allows users to pay their bills by taking a picture of the bill coupon. The feature will either mail a check or submit an ACH payment to the vendor depending on whether the vendor is set up to receive ACH payments.

Q: Can I deposit a check via Mobile App?

A: Yes. Our Mobile App offers Mobile Deposit Capture.

Q: What is Mobile Deposit Capture?

A: Mobile Deposit Capture is a feature that allows users to deposit a check into their Citizens Bank account simply by taking a picture of the front & back of the check.

Q: Is there a limit to the check amount or number of checks that I can deposit?

A: Yes, The daily deposit limit is 5 items for a total of $2,500.00. The monthly deposit limit is 10 items for a total of $5,000.00.

Q: Do I need a deposit slip?

A: No, the feature creates one for you.

Q: Do I need to endorse the check?

A: Yes, all payees must endorse any check submitted through Mobile Deposit Capture just as you would at a branch. We recommend including: “MDC on (date)” in your endorsement on the back of the check.

Q: What do I do with my original check?

A: Securely store the check for a recommended 14 days to insure there are no issues with the deposit. After the 14 days, you can destroy the check in a way that ensures it will not be presented for payment again. 

Q: Can I see my deposit as a pending item within my account history on the app or Internet banking?

A: Not at this time. Your approved deposit will be posted to your account during our nightly update on the date of the deposit. You will see it in your account history the next business day. 

Q: When will my funds be accessible?

A: If a deposit is transmitted through Mobile Deposit Capture before 4:00pm on a normal banking day, we consider that day to be the date of your deposit. If a deposit is transmitted after 4:00pm, on a weekend, or holiday, then we will consider that deposit to be the next business day. Funds deposited using the Mobile Deposit Capture are generally available to you on the first business day after the day received. 

Q: What if I need access to my funds immediately?

A: For immediate access to your funds, please deposit the check at your nearest branch. 

Q: Can a hold be placed on my deposit?

A: Funds deposited through Mobile Deposit Capture are generally available to you on the first business day after the day we receive the deposit. However, per Reg CC, the Bank may impose a hold on your deposit, which could delay the funds availability. 

Q: Who do I call for questions regarding the mobile app?

A: Please call Customer Service at: 580-332-6100.

Q: What do I do if I submitted my check for the wrong amount?

A: We are unable to make changes to deposits submitted through Mobile Deposit Capture. If you submitted the check for the wrong amount, then we will reject the deposit. 

Q: How will I know if my deposit was rejected?

A: You will receive an e-mail stating that your deposit was rejected. 

Q: Can I try to resubmit a rejected deposit?

A: No, the Mobile Deposit Capture service does not allow rejected deposits to be resubmitted. You will need to deposit the item at one of our branch locations.