The completed form must be submitted to any of our branches along with your identification card or valid passport.
A user ID and password will be assigned to you when your profile is created.
- How can I sign up for CitizensOnline?
You can visit our website www.citizensbankgy.com or any of our branches for a copy of the CitizensOnline application form which must be properly completed and authorised (signed).
The completed form must be submitted to any of our branches along with your identification card or valid passport.
A user ID and password will be assigned to you when your profile is created. You will be able to access your account(s) online within two (2) business days.
Be sure to read, understand and accept all terms and conditions governing this service as posted on our website. A copy of the terms and conditions can also be uplifted from any of our branches.
- Who can access my accounts on CitizensOnline?
You are the only person who can access your account information online as you are required to enter your username, password and an authentication code sent to your registered mobile number.
- Do I pay a fee to use CitizensOnline?
There are no fees associated with the use of CitizensOnline. However, the standard charges associated with your account, transactions or services requested through CitizensOnline will be applicable.
- Can I transfer funds from my Citizens Bank account to another Bank’s account via CitizensOnline?
You can perform this task using our standing order option online. Please contact your branch for additional information.
- Can I save or export my statement information to my personal computer?
Yes, you can save and also export your statement information to Comma Separated Values (CSV) format which can then be imported into Microsoft Excel.
- Can I use CitizensOnline out of Guyana?
CitizensOnline can be used anywhere with access to your two-factor authentication (2FA) mobile number and the internet. If you wish to change your 2FA mobile number, you must visit your branch with valid identification.
- How do I cancel a standing order?
You can send us a secured mail or you can visit your branch to cancel a standing order up to five (5) days prior to the next schedule payment.
- Can I see my old statement online if I close one (1) of my accounts?
No, if your account is closed you will be unable to view any information relating to that account. You must visit your branch to acquire a copy of the statement for the closed account.
- Are there any limits to the number and value of transactions that I can perform?
There are no limits to the number and/or value of transactions you can perform on CitizensOnline.
- What type of transactions can be executed using CitizensOnline?
The following tasks can be viewed and/or executed:
- Savings and Chequing Account history
- Savings and Chequing Account Inquiry
- Loans and CDs Inquiry
- Account balances
- Account Statements
- Intra-Transfers between your Citizens Bank account(s)
- Utility bill payments from your Citizens Bank account(s)
- Automated Bank Alerts e.g. you will be notified before a scheduled payment is applied
- Stop Payment request on cheques
- Person to Person Transfers- You can transfer funds to another Citizens Bank customer that has CitizensOnline access
- Initiate a wire transfer
- Initiate a standing order
- Immediate deactivation of your ATM/Debit card
- Can I view transaction history for all my account through CitizensOnline?
Yes, you can view transaction history for your account(s) through CitizensOnline. At least one year’s history will be accessible.
- Can I order cheques using CitizensOnline?
Yes, you can place a cheque order using CitizensOnline however, if you require additional information please contact us for further details.
- How do I know if a stop payment request on my account has been processed?
If you wish to have your stop payment request processed immediately you must make contact with your branch during their normal business hours after you send your request. Stop payment request sent to the bank before 14:30 hrs. on a given day will be processed by 8:00am on the following business day. Please note that any request sent after 14:30 hrs. will be processed by 12:00 hrs. on the following business day.
- What bills can I pay via CitizensOnline?
You can pay the following bills:
- Guyana Power & Light (GPL)
- Guyana Telephone & Telegraph Co. (GTT)
- U-Mobile (Digicel)
- Guyana Water Inc. (GWI)
- How long will it take for my bill payment to be processed?
Bill payments are transmitted to the merchants at 4:00pm each business day. Any payment created and/or submitted after 4:00pm will be transmitted on the following business day. The funds will be debited from your account at the time you submit your request for processing. It is advised that you make your payment at least three (3) working days before the actual payment due date to ensure timely credit by the utility/service company.
- What should I do if I make an incorrect bill payment online?
You should enquire directly with the merchant regarding any incorrect payment.
- How long will it take to process a wire transfer?
Wire transfers will only be processed during business hours (8:00 am -14:30 pm). Any transaction request received outside of the business hours will be processed on the following business day. Please note you may be asked to submit supporting documentation prior to the processing of the wire transfer.
- What information do I need to send an international Wire Transfer?
Depending on the purpose and value of the transaction the requirements may vary and as such you are required to make contact with your branch for additional information.
- What is Two-Factor Authentication (2FA)?
Two-Factor Authentication (2FA) is a security measure where CitizensOnline sends an SMS or text message with a unique code to your registered mobile device every time you attempt to log onto the CitizensOnline application. This code is used for verifying and validating your identity. 2FA provides you with an added layer of security and reduces the likelihood of unauthorized access to your information.
- How does Two-Factor Authentication (2FA) work?
To acquire this extra layer of security you must submit your mobile number when applying for your CitizensOnline access. After activation, each time you log onto your CitizensOnline profile an SMS with a unique ten (10) digit code will be sent to your registered mobile device. This code must be entered into the authentication screen before you can access your CitizensOnline profile.
- What if I do not own a mobile phone?
It is mandatory that you submit a mobile number to us for two-factor authentication (2FA). We will not provide you with a CitizensOnline profile if you fail to submit a mobile number since two- factor authentication is necessary for the use of CitizensOnline.
- What happens if someone gets hold of my phone?
You should inform the bank immediately if your registered mobile phone is stolen or lost since you will be unable to access CitizensOnline. The bank will disable your CitizensOnline profile temporarily until you visit the branch to change your phone number. You must provide your identification card for verification if you are changing your phone number.
- If I exceed my password tries, what should I do?
You must visit your branch to re-set your password. Please provide valid identification when making the request to re-set your password.
- What should I do if I forget my username or password?
You must visit your branch with valid identification.
- What are the CitizensOnline password criteria?
- Should contain a no less than four (4) characters and no more than sixteen (16) characters
- Must not have spaces or special characters (example @#$/?)
- Must not be the same as any of your previous ten (10) Passwords
- Will my online banking session time out if I do not use my computer or phone for a while?
Yes. If you are logged onto CitizensOnline and do not use the site for more than two (2) minutes, your session will automatically "expire" as a security measure. This prevents others from viewing your account information if you leave your computer or phone and step away. To continue using CitizensOnline, just re-enter your user ID and password.
- Will my CitizensOnline information be kept confidential?
At Citizens Bank, we are committed to ensuring that our customers' rights to privacy and confidentiality of information are maintained at all times. Citizens Bank will not disclose any customer information unless specifically authorized in writing by you to do so, or where disclosure is required or permitted by law.
You are responsible for ensuring that you exit or log off the CitizensOnline application when not in use.
- What should I do if I receive an e-mail or phone call asking me to confirm my personal Information?
Please note that Citizens Bank will never send an e-mail, text message or any other form of communication requesting your password, personal identification number (PIN), financial and/or any other confidential information. You must inform the bank if you receive any communication purporting to be from Citizens Bank that requests personal or financial information or provides a link to CitizensOnline.
Do not respond to unsolicited e-mails or links that request personal information or give any information over the phone.
- How do I change my address or phone number online?
You cannot change this online. You must visit your branch to make such change. Please provide a valid identification when making such request at the bank, in addition, an updated proof of address must be provided if you wish to change your address.
- Who can I contact if I have a query or additional question?
Please contact our customer service representatives on 592-226-1705 or you can e-mail us at firstname.lastname@example.org if you need general assistance or information.
Citizens Bank Guyana Inc.
We, our, us
Citizens Bank Guyana Inc.
Citizens Bank Guyana Inc.
You, your, customer
The account holder(s) and anyone else with the authority to transact business on the account.
SMS message sent to your registered mobile phone to facilitate sign-on.
Active savings or chequing accounts over which the customer has control
Monday to Friday 08:00 hrs. to 14:00 hrs. except bank or public holidays.
Internet Banking services provided by Citizens Bank Guyana Inc.
Company or individual for whom Citizens Bank accepts payments
The terms and conditions below for CitizensOnline set out all of your obligations as a customer and of Citizens Bank Guyana Inc. as your Bank. This is an agreement between us and it is to be read and taken to be additional to the other agreements which you have entered into with us together with our rules and regulations.
For the purposes of CitizensOnline, this agreement will however be superior to the others should there be a conflict of terms.
If you do not agree with the terms and conditions herein, you should not use this service.
Any and all transactions initiated through CitizensOnline will be deemed authorized by you without further verification. The Bank is hereby authorized to honour, execute and charge to your account(s) those transactions.
If however, you have made a discovery that an unauthorized transaction has been done on your account or that your account has been hacked, you must notify Citizens Bank Guyana Inc. immediately after this discovery has been made. This notification must be made by telephone, secured messaging or a personal visit to your Customer Service Representative.
Queries related to CitizensOnline transactions must be made within forty-five (45) days of the transaction. Failure to notify the Bank within the specified time may hinder the investigation.
Upon notification the Bank will make every reasonable effort to verify and rectify the problem but makes no guarantee that it would be successful in rectification of the said problem. The bank does not assume liability for any loss which may have been incurred as a result of the hack. The Customer agrees to provide all relevant information necessary to assist the rectification process.
Transactions will only be processed if funds are available to cover the transaction and any applicable charges. In instances of foreign currency transaction requests, Citizens Bank does not guarantee the immediate processing of such transactions. However, should there be any delay; you will be notified by one of our customer service representatives. This notification will be via secured message or telephone.
Bill payments will be transferred to the Merchant at the end of every business day. Citizens Bank Guyana Inc. is not responsible for the updating of the Customer’s Account at the Merchant as this is the responsibility of the Merchant. Customers must enquire directly with the merchant regarding any incorrect payment.
If you wish to have your request processed immediately you must make contact with your branch during their normal business hours after you send your request. Stop payment request sent to the bank before 14:30 hrs will be processed by 8:00 on the following business day. Any request sent after 14:30 hrs will be processed by 12:00 hrs on the following business day.
CitizensOnline is intended for 24 hour access. However instructions that require manual intervention will be processed only during business hours. Consequently transaction requests received outside of a business day will be processed on the following business day.
Please note, from time to time, some or all of the services provided by CitizensOnline may not be available due to system maintenance.
It is possible to access all Eligible Accounts through CitizensOnline. However you must formally indicate to Citizens Bank Guyana Inc. which Eligible Account(s) should be made available. Please note that all accounts linked to your ATM or Debit Card will be accessible through CitizensOnline.
To support two factor authentication (2FA) you must submit to us on your registration form, a mobile number which will be used by the Bank to deliver Tokens required to authenticate your CitizensOnline profile. Should there be any change to the mobile number submitted, the Bank should be contacted immediately by way of written instructions, a personal visit to a branch or secured messaging. We shall not be liable for any Tokens sent out to unintended recipients if your registered mobile number is not updated or is incorrect.
You may exercise an option to remove the 2FA which option, if exercised, is voluntary on your part and may diminish the security of your service with CitizensOnline for which the Bank shall not be liable.
You shall be solely responsible for the security of your phone. Should your phone be misplaced or lost, it is advised that you immediately contact the Bank via Telephone or visit one of our branches.
Secured messages received by the bank through CitizensOnline are considered as final and duly authorized.
You agree and acknowledge that your personal login information and passwords are not to be shared, divulged, or disclosed to anyone and that you will only access your account information and financial services by means of the login identification and passwords assigned to you. You agree that Citizens Bank is authorized to process any instructions we receive under your profile through CitizensOnline.
Unauthorized attempts to upload information and/or change information on these web sites are strictly prohibited and are subject to prosecution under applicable laws. You further agree that CitizensOnline will be used only to process transactions and access information on accounts to which you are authorized.
Citizens Bank will never ask for your password or financial information by email. Citizens Bank will never send emails containing links to CitizensOnline. You must inform the Bank if you receive any emails purporting to be from Citizens Bank that requests personal or financial information or provides a link to CitizensOnline. CitizensOnline should only be accessed from our website www.citizensbankgy.com.
The Bank will make reasonable efforts to ensure full performance of CitizensOnline. We will be responsible for acting only on those instructions sent through CitizensOnline which are actually received. The Bank does not assume responsibility or liability for malfunctions for whatever reason in communications facilities that may affect the accuracy or timeliness of messages you send. Citizens Bank Guyana Inc. is not responsible for any losses or delays in transmission of instructions arising out of the use of an Access Service Provider or caused by any browser software. The Bank is not responsible should you give incorrect instructions or if your payment instructions are not given sufficiently in advance to allow for timely payment.
Any information you receive from CitizensOnline is believed to be reliable. However, it can only be provided on a best effort basis for your convenience and is not guaranteed. The Bank is not liable for any deficiencies in the accuracy, completeness, availability or timeliness of such information or for any investment or other decision made using this information. The Bank is not responsible for system disruptions or unavailability of the Services including but not limited to disruptions caused by any computer virus or related problems.
Except as otherwise provided in this Agreement or by law, we are not responsible for any loss, injury, or damage, whether direct, indirect, special or consequential that may arise from your use of CitizensOnline.
Your transaction may be interrupted during a system or communication failure. You assume the risk of such loss and the responsibility to verify the accuracy and completeness of any such affected transaction. You must complete this verification through means other than the internet.
CitizensOnline service is currently free of charge. However, the normal charges associated with your account, transactions or services requested through CitizensOnline will be applicable. The Bank reserves the right to review its pricing from time to time and change or amend charges to the CitizensOnline service as deemed necessary and you will be advised of these changes as they become applicable.
The Bank may change the terms and conditions governing the use of CitizensOnline. The revised terms and conditions will be published on our website at least one (1) week prior to them being made effective. By your use of CitizensOnline after the effective date, it is understood that you have agreed to such change.
The Bank may introduce new services through CitizensOnline. By using these services as they become available, you agree to be bound by the applicable terms and conditions.
You may cancel this Agreement at any time by written notification to The Bank. Your termination notices will be confirmed by registered mail and will take effect by the end of the business day on which your notification is received. You authorize us to complete all transactions initiated before the receipt of your request. This Agreement and your use of CitizensOnline services will be terminated automatically if all of your Eligible Account(s) are closed or access to your Eligible Account(s) is restricted for any reasons without prior notice. We reserve the right to temporarily suspend CitizensOnline services in situations deemed appropriate by us, in our sole and absolute discretion, including when we believe a breach of system security has occurred or is being attempted. We may consider repeated incorrect attempts to enter your access information as an indication of attempted security breach.
The laws of Guyana shall govern this Agreement and all transactions hereunder. You will acknowledge you have reviewed this Agreement, understand the terms and conditions set forth herein, and agree to be bound hereby.