1. Why is my chosen User ID rejected?
Your chosen User ID would be rejected in one of the following cases:
- Your User ID has been chosen by another user; OR
- Your User ID has violated the rules of setting up User ID:
- Your User ID contains any character which is NOT an alphabet, NOT a numeric and NOT one of the 3 designated special characters (. @ _ )
- Your User ID contains your Card Number
- Your User ID does not contain any alphabet
- Your User ID does not contain any numeric
- Your User ID contains less than 6 characters or more than 50 characters
- Your User ID contains 3 or more consecutive characters (e.g. "aaa101", "user999", "abbb10")
- Your User ID contains 3 or more consecutive sequential characters (e.g. "abc007", "user123", "xx789xx")
2. Why is my chosen Password rejected?
Your chosen Password would be rejected in one of the following cases:
- Your new Password is the same as your last 7 Passwords; OR
- Your Password has violated the rules of setting up Password:
- Your Password contains any character which is NOT an alphabet, NOT a numeric and NOT one of the designated special characters (- _ * & . : $ ! # / + =)
- Your Password contains leading or trailing blank
- Your Password contains your Card Number
- Your Password is the same as your User ID
- Your Password does not contain any alphabet
- Your Password does not contain any numeric
- Your Password contains less than 6 or more than 50 characters
- Your Password contains 3 or more consecutive identical characters (e.g. "aaa101", "pwd999", "abbb10")
- Your Password contains 3 or more consecutive sequential characters (e.g. "abc007", "pwd123", "xx789xx")
3. I have entered incorrect password or One-Time-Password for multiple times and cannot login to online/mobile banking, what shall I do?
You can unlock your account by resetting your password.
4. Where can I create my User ID and Password?
Please visit the Citibank Homepage via computer or download Citi Mobile® App and click "Create User ID". You can choose to use either your ATM card or Credit card for registration.
For clients using Citibank ATM Card
Input your ATM Card Number and ATM PIN, click on "Continue". You will then receive an One-Time Password (OTP) via SMS on your registered mobile phone. After entering the OTP, you can create your own User ID and Password.
For clients using Citi Credit Card
Input your Credit Card Number, CVV2/ 3CSC and Date of Birth (DD/MM/YYYY), click on "Continue". You will then receive an One-Time Password (OTP) via SMS on your registered mobile phone. After entering the OTP, you can create your own User ID and Password.
5. Where can I activate my credit card?
Please visit the Citibank Homepage via computer or download Citi Mobile® App and click “Activate your card".
Input your Credit Card Number, CVV2/ 3CSC and Date of Birth (DD/MM/YYYY), click on "Continue". You will then receive an One-Time Password (OTP) via SMS on your registered mobile phone. After entering the OTP, you can activate you credit card.
6. What is the Card Number?
For Credit Card Users
"Card Number" refers to the 16-digit number printed on the front of your Credit Card.
For Citibank Cash Back American Express® Card Users
"Card Number" refers to the 15-digit number printed on the front of your Credit Card.
7. Where can I find the CVV2 /3CSC on my credit card/ Citibank Cash Back American Express® Card?
CVV2 is the 3 digits to the right of the signature strip on your credit card.
3CSC is the last 3-digit that printed on the back of your Citibank Cash Back American Express® Card.
8. I have forgotten my ATM PIN, what shall I do?
You may reset the ATM PIN in your Citi Mobile
® App, call our Internet Hotline (852) 2860 0380 or visit one of our branches and request our Personal Banker to help reset your ATM PIN with you.
9. I could not receive the One-Time Password (OTP) with my mobile phone, what shall I do?
Please contact our Internet Hotline (852) 2860 0380 to make sure your mobile number registered with the bank is up-to-date.
