General

What is Instant Banking?

Instant Banking is a secure online payment method that enables consumers to make payments to online merchants directly from their bank account.

How does Instant Banking work?

Instant Banking enables consumers to make payments to merchants using funds from their bank account. A consumer must select the Instant Banking by Citadel option on a merchant's cashier page, log in to his/her bank account using the same credentials used to access online banking, and approve the transaction.

Can I use Instant Banking? What is needed to use Instant Banking?

Instant Banking is available to users in more than 20 countries. To use the service, you must be at least 18 years old and have a bank account at one of over 300 of our supported financial institutions.

Do I need an Instant Banking account?

No, you do not need to create an Instant Banking account to use the service. Instant Banking can be used immediately as long as you have an active account at one of our supported financial institutions with sufficient funds to complete the payment.

Instant Banking is not a wallet and, therefore, an account does not need to be pre-funded to use the service.

Are there limits on the amount I can transmit to an online merchant?

Consumers are given a limit the first time they submit a payment. The limit will depend on which bank is used and to which merchant the funds are transferred. If you use more than one bank to make payments, your limit may be different depending on the bank. Your updated limit will be displayed at the end of each payment.

How do I increase my spending limit?

Your spending limit will increase automatically as you accumulate a history of successful payments using Instant Banking.

How do I review the transactions I've made through Instant Banking?

You can view your transaction history by logging in to your bank account or checking your bank statement. All Instant Banking transactions will appear as fund transfers to Citadel Commerce.


Payments with Instant Banking

Which devices are supported by Instant Banking?

Consumers can make payments using Instant Banking from desktop computers (MAC or PC) as well as from mobile devices (smartphones or tablets).

Do I need to install any applications to use Instant Banking?

In most cases, no download is required. However, the web-based version of Instant Banking is not supported for some banks. For select banks, you may be asked to install a small application (Payment Assistant PC Wizard) to complete your payment.

What personal information is collected by Instant Banking?

We only collect information necessary to complete a payment and maintain your account history. Consumers’ bank login and security information is never captured or stored, and we will not share any information collected during the payment process with any 3rd party unless required by law.

I tried making a payment and received a message that I have reached my spending limit. What should I do?

At the end of the payment process, we will display your remaining spending limit. You can adjust the amount of your next payment to fit within the current limit. Alternatively, you can try again in a day or two.

Can I pay for purchases from different bank accounts?

You can use any bank account registered in your name to make payments, however you cannot split a single payment between more than one bank account.

How will payments I make using Instant Banking appear on my bank statement?

All payments made using Instant Banking, as well as refunds issued to you by a merchant via Citadel, will appear on your bank statement as "Citadel Commerce".

When will the funds come out of my bank account?

In most cases, after approving your transaction the funds will be debited from your bank account instantly or the next business day.

What do I do if the merchant doesn't deliver the goods or services I purchase using Instant Banking?

Please contact the merchant directly to resolve the issue.

What happens when I receive funds from a merchant?

Funds credited to you by a merchant will automatically be deposited into your bank account and will appear on your bank statement as an incoming transfer by "Citadel Commerce".

How long will it take for the funds sent by a merchant to be available in my bank account?

The funds will be credited to your bank account within 1-3 business days after the merchant requests a transfer. The specific time depends on how long it takes for funds to clear through the banking network in your country and appear in your bank account.

What currencies does Instant Banking support?

Instant Banking supports the local currency in all supported countries.

Can customers make payments in a different currency than their local currency?

If the merchant does not accept your local currency, you are still able to make a payment with Instant Banking. The amount required to complete the payment will be converted to the merchant’s currency and displayed on the first steof the transaction process.