A newer version of your browser is available. Older versions may limit your ability to access some of this site's functionality. Citizens Bank recommends upgrading your browser.

Learn More

Download the newest version of Microsoft Internet Explorer

Clear Search

Credit Card FAQs

Here you will find the answers to the most frequently asked questions about your card and new chip card technology.
Questions? Ask a Citizen.
#Json=Label_Lookup|Brand=citizensbank|TargetElementType=select|TargetElementId=dropdown|Key=Please select an option:#
Go
Popular Questions
  • Is there an annual fee for the card?
    No. You won’t be charged an annual fee for the Citizens One Mastercard®.
  • Is it safe to use the card online?
    Yes. We provide you with multiple layers of purchase protection. From personal passwords to $0 liability2 on unauthorized purchases, you are protected every time you shop online.
  • Can I manage my account online?
    Yes. Simply enroll in Credit Card Online. You can see recent and past statements, pay your credit card bill, check balances and more online. Enrollment is free.
  • How can I make balance transfers with my card?
    You can call customer service at 1-800-747-8155 to process a balance transfer.
  • Where is my card accepted?
    You can use your card at millions of Mastercard® locations worldwide – including online. No card is accepted in more places.
  • What if I ever have a question or concern about my card?
    Simply contact the Customer Service Department at 1-800-747-8155, Monday through Friday from 7 a.m. to 1 a.m. EST or Saturday and Sunday from 7 a.m. to midnight EST.
  • Why does my Citizens One Credit Card have a chip?
    Citizens One chip cards provide greater protection against fraud. Chip cards are becoming the security standard in the U.S. Chip technology is already used in over 130 countries around the world, including Canada, Mexico, South America, Europe and Asia, so you'll enjoy greater protection when making purchases at home or when travelling internationally.
  • What is a chip card?
    A chip card contains an embedded micro- chip as well as the magnetic stripe. The chip encrypts information to help increase data security when making transactions at chip-enabled terminals.
  • What are the benefits of chip cards?
    Chip-enabled cards provide greater fraud protection. Every time you make purchases at a chip-activated terminal, a unique transaction code is generated. This prevents stolen data from being fraudulently used. In addition to the embedded chips, Citizens One Credit Cards also have a magnetic stripe on the back. That way you can continue to make purchases by swiping your card and signing a receipt. While magnetic stripe cards are considered secure, chip technology is the next step to providing enhanced security to our customers.
  • When will I receive my chip card?
    If you are an existing Citizens One cardholder, there is no need to request a card. You'll automatically receive a chip-enabled card when your current card expires or needs to be reissued. If you wish to receive a chip card sooner, please call 1-800-747-8155 or go to www.citizensone.com/creditcard.
  • Can I still use my old card?
    You can continue to use your existing card until your new chip card is sent to you. When you receive and activate your new chip card, your old card will no longer be available for use. You should destroy your old card once you active your new chip card.
  • Will I have to pay any fees to use my new chip card?
    There are no additional fees to use your new card.
  • How does my new card protect my information?
    Every time you use your chip card at a chip-enabled terminal, the embedded chip generates a unique transaction code. This prevents your card information from being copied and used fraudulently. If your card is ever lost or stolen, you should call Citizens One Card Services immediately at 1-800-747-8155 so we can issue a new card to you.
  • Where can I use my chip card?
    You can use your card at all the same locations that you do today.
  • How do I use my chip card to make a transaction?

    It's easy:

    • At merchants who have chip-enabled terminals, insert your chip card in the chip-enabled terminal, and follow the prompts to either enter your PIN or sign to authorize the transaction.
    • At merchants who are not yet equipped with chip - enabled terminals, continue to swipe your card and enter your PIN or sign for your purchase as you do today.
    • For phone or online transactions, nothing changes - simply provide your card number and complete your online transaction as you do today.
  • Can I still swipe with my chip card to pay?
    Yes. In addition to the embedded chip, your new card also features a magnetic stripe on the back. So if a merchant is not yet chip-activated, you can still swipe your card at the merchant's card reader to pay. If you swipe your card and it is a chip-enabled terminal, either the terminal or the cashier should prompt you to insert your card.
  • Do I need to enter a PIN to pay with a chip-enabled credit card?
    No. When making purchase in the U.S., you will not need to enter a PIN to pay with your Citizens One credit card. However, some merchants may require that you sign a receipt for certain purchases.
  • What do I do if I'm asked to enter a PIN?
    If a merchant asks about a PIN code, you can say that your card only requires a signature for verification. If the merchant card reader prompts for a PIN code, it may allow you to "Cancel" out of the prompt so you can sign. You may also be able to select "Enter" or "Continue" to bypass the PIN request.
  • Will I need a PIN if I am traveling Outside of the U.S.?
    When traveling outside the U.S., some card readers at unattended terminals (such as public transportation kiosks, gas pumps, etc.) will require a PIN. In these situations, enter the credit card PIN assigned to your card. You may request your PIN by calling 1-800-747-8155 or by logging onto Credit Card Online Services. Please allow 7-10 business days to receive your PIN mailer.
  • Is my Cash Advance PIN the same as my Credit Card Purchase PIN?
    Yes, you are assigned one PIN per credit card account which can be used for Credit Card Purchases and Cash Advances.
  • Can I still access my account at the ATM?
    Yes. You can use your chip-enabled card at the ATM just like always. Some ATMs have changed to chip technology while others have not. Be sure to insert the chip end of your card into the ATM with the chip facing up. Chip-enabled ATMs will hold your card for the duration of the transaction — so always remember to take your card when finished.
  • Has my card information changed?
    For your convenience, your card number and PIN have not changed. Your card has a new expiration date, so be sure to update your information anywhere where you have your card used for recurring purchases or bill payments.
  • Does my new card have all the same benefits?
    Yes. You can count on the same level of benefits you always have.
  • Should I be concerned that my Citizens One Credit Card does not have a chip?
    There is no need to be concerned that your current card is not a chip-enabled card. Retailers will continue to accept cards with a magnetic stripe and all Citizens One Credit Cards are protected by the Citizens One Zero Liability Policy2, so you're not responsible for charges you do not authorize. If you desire to have your card reissued in advance of the expiration date on your card, please call 1-800-747-8155.
  • Is there an annual fee for the card?
    No. You won’t be charged an annual fee for the Citizens One Mastercard®.
  • What Platinum benefits do I get?
    The purchases you make with your card have Extended Warranty Coverage1 which doubles the protection on most manufacturers' warranties up to one year. Plus, you get Identity Theft Resolution Services, travel accident insurance protection and an optional year-end account summary statement. For more information, click here.
  • Is it safe to use the card online?
    Yes. We provide you with multiple layers of purchase protection. From personal passwords to $0 liability2 on unauthorized purchases, you are protected every time you shop online.
  • Can I manage my account online?
    Yes. Simply enroll in Credit Card Online. You can see recent and past statements, pay your credit card bill, check balances and more online. Enrollment is free.
  • How can I make balance transfers with my card?
    You can call customer service at 1-800-747-8155 to process a balance transfer.
  • Where is my card accepted?
    You can use your card at millions of Mastercard® locations worldwide – including online. No card is accepted in more places.
  • What if I ever have a question or concern about my card?
    Simply contact the Customer Service Department at 1-800-747-8155, Monday through Friday from 7 a.m. to 1 a.m. EST or Saturday and Sunday from 7 a.m. to midnight EST.
  • Why does my Citizens One Credit Card have a chip?
    Citizens One chip cards provide greater protection against fraud. Chip cards are becoming the security standard in the U.S. Chip technology is already used in over 130 countries around the world, including Canada, Mexico, South America, Europe and Asia, so you'll enjoy greater protection when making purchases at home or when travelling internationally.
  • What is a chip card?
    A chip card contains an embedded micro- chip as well as the magnetic stripe. The chip encrypts information to help increase data security when making transactions at chip-enabled terminals.
  • What are the benefits of chip cards?
    Chip-enabled cards provide greater fraud protection. Every time you make purchases at a chip-activated terminal, a unique transaction code is generated. This prevents stolen data from being fraudulently used. In addition to the embedded chips, Citizens One Credit Cards also have a magnetic stripe on the back. That way you can continue to make purchases by swiping your card and signing a receipt. While magnetic stripe cards are considered secure, chip technology is the next step to providing enhanced security to our customers.
  • When will I receive my chip card?
    If you are an existing Citizens One cardholder, there is no need to request a card. You'll automatically receive a chip-enabled card when your current card expires or needs to be reissued. If you wish to receive a chip card sooner, please call 1-800-747-8155 or go to www.citizensone.com/creditcard.
  • Can I still use my old card?
    You can continue to use your existing card until your new chip card is sent to you. When you receive and activate your new chip card, your old card will no longer be available for use. You should destroy your old card once you active your new chip card.
  • Will I have to pay any fees to use my new chip card?
    There are no additional fees to use your new card.
  • How does my new card protect my information?
    Every time you use your chip card at a chip-enabled terminal, the embedded chip generates a unique transaction code. This prevents your card information from being copied and used fraudulently. If your card is ever lost or stolen, you should call Citizens One Card Services immediately at 1-800-747-8155 so we can issue a new card to you.
  • Where can I use my chip card?
    You can use your card at all the same locations that you do today.
  • How do I use my chip card to make a transaction?

    It's easy:

    • At merchants who have chip-enabled terminals, insert your chip card in the chip-enabled terminal, and follow the prompts to either enter your PIN or sign to authorize the transaction.
    • At merchants who are not yet equipped with chip - enabled terminals, continue to swipe your card and enter your PIN or sign for your purchase as you do today.
    • For phone or online transactions, nothing changes - simply provide your card number and complete your online transaction as you do today.
  • Can I still swipe with my chip card to pay?
    Yes. In addition to the embedded chip, your new card also features a magnetic stripe on the back. So if a merchant is not yet chip-activated, you can still swipe your card at the merchant's card reader to pay. If you swipe your card and it is a chip-enabled terminal, either the terminal or the cashier should prompt you to insert your card.
  • Do I need to enter a PIN to pay with a chip-enabled credit card?
    No. When making purchase in the U.S., you will not need to enter a PIN to pay with your Citizens One credit card. However, some merchants may require that you sign a receipt for certain purchases.
  • What do I do if I'm asked to enter a PIN?
    If a merchant asks about a PIN code, you can say that your card only requires a signature for verification. If the merchant card reader prompts for a PIN code, it may allow you to "Cancel" out of the prompt so you can sign. You may also be able to select "Enter" or "Continue" to bypass the PIN request.
  • Will I need a PIN if I am traveling Outside of the U.S.?
    When traveling outside the U.S., some card readers at unattended terminals (such as public transportation kiosks, gas pumps, etc.) will require a PIN. In these situations, enter the credit card PIN assigned to your card. You may request your PIN by calling 1-800-747-8155 or by logging onto Credit Card Online Services. Please allow 7-10 business days to receive your PIN mailer.
  • Is my Cash Advance PIN the same as my Credit Card Purchase PIN?
    Yes, you are assigned one PIN per credit card account which can be used for Credit Card Purchases and Cash Advances.
  • Can I still access my account at the ATM?
    Yes. You can use your chip-enabled card at the ATM just like always. Some ATMs have changed to chip technology while others have not. Be sure to insert the chip end of your card into the ATM with the chip facing up. Chip-enabled ATMs will hold your card for the duration of the transaction — so always remember to take your card when finished.
  • Has my card information changed?
    For your convenience, your card number and PIN have not changed. Your card has a new expiration date, so be sure to update your information anywhere where you have your card used for recurring purchases or bill payments.
  • Does my new card have all the same benefits?
    Yes. You can count on the same level of benefits you always have.
  • Should I be concerned that my Citizens One Credit Card does not have a chip?
    There is no need to be concerned that your current card is not a chip-enabled card. Retailers will continue to accept cards with a magnetic stripe and all Citizens One Credit Cards are protected by the Citizens One Zero Liability Policy2, so you're not responsible for charges you do not authorize. If you desire to have your card reissued in advance of the expiration date on your card, please call 1-800-747-8155.

Citizens One Card Services