Citizens Bank P2P

Frequently asked questions (FAQs)

New Users

Q: Do I need to apply for a new card or PIN or enroll in P2P to send money?

A: You only need a debit card tied to a checking account at Citizens Bank and the associated debit card PIN.  Assuming that you already use our online banking system, there are no downloads.  Just log in and navigate to the Transactions > Citizens Bank P2P.

Q: Do I need to register for the P2P service?

A: Yes, upon the initial visit to P2P, you will accept the terms and conditions and be asked to enter your debit card number along with the expiration date.  You will not need to enter this information again unless the original card expires or otherwise becomes ineligible and needs to be deleted.

Q: Is there a cost to use P2P?

A: Yes, there is a $2.00 fee applied to the sending transaction.  The recipient pays no fee and receives the full amount you choose to send.

Q: Is this service available outside of the United States?

A: Currently, the service is only available to eligible transaction accounts within the United States.

Q: Is P2P available on mobile or desktop devise?

A: Yes, you can access P2P on your smartphone, tablet, and desktop computer.

Sending Funds

Q: Are funds removed from my account immediately?

A: Sending funds is similar to withdrawing money from an ATM; funds are immediately debited from your account.  The timing of when funds are received depends on the recipient.  If the recipient uses a debit card in a participating network (Star, NYCE, Pulse, Shazam, CU24, or Accel), the funds are available immediately.  Otherwise, the recipient is prompted to provide details for a checking account, the transaction is processed via the ACH Network, and funds are available in 1 to 3 business days, depending on the recipients FI’s process.

Q: Can I send funds as an ACH Transaction with P2P?

A: No, you can only send funds by selecting a registered DDA account (that is, an account that is already linked to a debit card) on the Transactions > Citizens P2P > Send Money page.

Q: If I have an account at another FI that does not use P2P, can I send money from that account?

A: While any eligible account can receive funds, only accounts authorized through our Bank can be used to send funds.

Security

Q: How do I know P2P is secure?

A: P2P is built into online banking, which includes many security features designed to protect your financial information.  P2P also utilizes a scrambling PIN pad that requires PIN entry by mouse or touch screen; a PIN cannot be entered by typing numbers on the keyboard.  This feature helps keep the transaction secure if your device is infected with viruses or malware that track keystrokes.  In addition, the PIN is encrypted so it never travels across payment channels as a numeric PIN.

Q: How do I know this is not a phishing scheme?

A: The PIN pad is branded with our Bank logo and only appears after you review the transaction in online banking and click Continue.  It opens in front of the Send Money page; there is no redirection to another site or “pop-up.”  You will still be able to see your cardholder information behind the PIN pad.

The last four digits of the card number appear on the PIN pad; the first 12 digits are masked.  Our EFT debit network logo appears on the bottom right of the PIN pad (this matches the network logo on the back of your card).  The PaySecure logo appears on the top right of the PIN pad.

Q: If I use P2P, will I receive text or spam messages?

A: The only text or email messages you will receive will relate to the sending or receiving of funds.

Q: What is “Payzur”? That name appeared in the link sent to one of my recipients.

A: Acculynk Payzur is the name of the service used to process person-to-person payments.  (Some FIs may opt to customize the link so that it reflects FI-branding instead of Acculynk branding.)

Q: Why do you need my email address?

A: Messages regarding your transaction(s) will be communicated via email.  To learn how your personal information will be used, please review the service terms and conditions.

Q: Will my personal information be shared with the recipient?

A: Only your name is shared with the recipient.  For details, review the P2P terms and conditions.

Troubleshooting

Q: What if my recipient does not receive the payment?

A: If the recipient does not claim the funds within 10 days, the funds are returned to your account.

Q: What if I enter the wrong PIN?

A: You have two chances to enter the PIN correctly before access to the PIN pad is disabled in online banking.  The PIN pad will reset after 24 hours.

Note: If P2P is disabled in online banking, you can still use the debit card for point-of-sale (POS) transactions. However, if an incorrect PIN is entered during a POS transaction while P2P is disabled, the entire debit card account may be disabled. Call the number on the back of your debit card for assistance or 505-599-0100 and ask for E-Branch.

Q: What if I send funds to the wrong number or email address?

A: For real-time payments (as opposed to ACH payments), a recipient can access funds immediately.  If the recipient has not yet received the transaction, our staff may be able to cancel the transaction.  Otherwise the recipient must send the funds back to you.  It is important that you double check the Review page before continuing with the transaction.

Q: Why did I receive an “exceeds limits” error?

A: You may have exceeded one of our P2P limits.  We have established limits (for example, $500) and monthly limits (for example, $1,500 per month).  Additionally, limits can be configured for different groups of end users, as long as they do not exceed the debit network limits.

Q: How do I register for this service?

A: When you access P2P for the first time you will accept the service terms and conditions.  The system will use the information on file within online banking to create your user profile.  You will then be asked to enter your debit card number along with the expiration date.

Q: How does my information stay current with the P2P service?

A: On subsequent visits to the P2P service, the system will retrieve current values from online banking and update the P2P service.

For more information Call us at 505-599-0100 or 800-325-9961