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We've launched a new mobile banking experience based upon your feedback.

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Know your rewards
Flexible repayment
Get cash

FAQs

App Installations

1. How can I get the Citi Mobile App?

Currently Citi Mobile App is available in the following 16 markets: Hong Kong, China, India, Indonesia, Japan, Korea, Malaysia, Philippines, Singapore, Thailand, Taiwan, Vietnam, Australia, United Arab Emirates, United Kingdom and USA. You can get our app in Apple App store or Google Play store in these markets by searching "Citibank HK".

2. Why am I not able to use Citi Mobile App on my Android™ mobile device?

If you want to use the latest Citi Mobile App on Android™ mobile device, you will need to grant the permission "Make and Mange Phone Calls" to Citi Mobile App. Please be assured that notwithstanding these permissions, Citi will not make or manage any phone calls on your behalf.

3. Why am I not able to use Citi Mobile App on my tablet?

Citi Mobile App currently supports iPhone iOS 9.0 or above and mobile phones with Android 4.4 or above. We strongly recommend you not to use any mobile phone or tablet with non-compatible operating system.

App login

1. How can I create an User ID and password in order to log on to Citi Mobile App?

You can create your User ID and password via Citi Mobile App. Download and launch the Citi Mobile App, tap on "New? Create a login account", and provide the details as stated on screen to complete the registration.

2. Why is it not necessary/required to input a User ID? Why does the 'User ID' field disappear?

To enable you to log on faster, we have eliminated the step of User ID input. Once you have logged on to the app with a User ID, your mobile device will be linked to this User ID. From then onwards, you are only required to input your password to log on. Each mobile device can only be linked to one User ID.

3. I have to use different User IDs to log on in order to manage my personal and company accounts. Why can't I input other user ID?

To enable you to log on faster, your mobile device will be linked to a User ID that you log on with most recently. From then onwards, you are only required to input your password to log on. Since each mobile device can only be linked to one User ID, please use another mobile device or desktop/laptop computer to manage other accounts. If you want to log on with another User ID in the same mobile device, please tap 'Forgot?' > Input ATM card number & PIN of this account (For Credit Card customer, please input Credit Card number, CVV2 & date of birth). Upon successful authentication of a One-Time Password, you can input a password of this account to log on.

4. I have input a correct password. Why can't I log on/Why does logon fail?

We recommend you to reset your password to ensure that is a correct or a valid password to log on. To reset your password, simply tap 'Forgot?’.

5. I have already reset my password and input a correct one. Why can't I log on/Why does logon fail?

Your user ID may be temporarily suspended. Please tap "Forgot?" on the login screen, input required information and login again upon successful authentication of a One-Time Password.

Biometric Authentication (Face ID/Fingerprint Login)

1. What is Face ID/fingerprint login?

Face ID is a feature that enables login authentication based on facial map stored on your Apple iPhone. Fingerprint Login is a feature that enables login authentication based on fingerprints stored on your Apple iPhone device or Android™ device. It is an alternative login mechanism to Citibank Online User ID and Password.

2. Which phone models are eligible for Face ID/fingerprint login?

iPhone Face ID login is currently available on Apple iPhone X, iPhone XS, iPhone XS Max and iPhone XR. iPhone Touch ID Sensor login is currently available on Apple iPhones that support fingerprint identity sensor with iOS version 9 or above while Android™ Fingerprint Authentication is currently available on Android™ phones with Android™ OS version 6.0 (Marshmallow) or later versions AND compatible with Trusted Execution Environment (TEE).

3. Is Face ID/fingerprint login safe?

Only facial map/fingerprints stored on your device can be used to access the app. Your facial map/fingerprints data will not be stored in the Citi Mobile App or kept anywhere within Citibank. You can enable or disable Face ID/Touch ID/Fingerprint Authentication any time under "My Profile" settings or "Setting" settings.

4. I have a few fingerprints stored in my phone. Do all of them have access to my Citibank account?

When you enable fingerprint login, any fingerprint stored on your device can be used to log on to Citi Mobile app. If you have changed/removed your fingerprint(s) on your device, you will be requested to enable your fingerprint login again.

For security reasons, we recommend that you do not register third party finger prints in your device. This is to protect not just your Citibank account but the rest of your personal details in your device.

5. What if my Face ID/fingerprint login - enabled phone is lost or stolen?

If your mobile device is lost or stolen, please contact our CitiPhone Banking at (852) 2860 0333 to suspend your online/mobile banking service; and your mobile service provider to suspend your SIM card and request a new one with the original mobile number.

After you get a new SIM card, you can contact us again to re-enable the online/mobile banking service. We strongly recommend you to change your password via Citibank Online for security reasons.

6. Can I disable Face ID/fingerprint login for Citi Mobile App at any time?

Yes, you can disable the Face ID/fingerprint login at any time. If you have a banking account with us, you can disable via "My Profile" settings > "Touch ID/Face ID". If you do not have a banking account with us, you can disable via "Setting" settings > "Touch ID/Face ID" on the navigation bar at the bottom.

7. How long is my Face ID/fingerprint login enrollment for the Citi Mobile App valid?

For security reasons, enrollment of the Face ID/fingerprint login for the Citi Mobile App is valid for 90 days. If you have not logged into the Citi Mobile App by manually entering the password within 90 days, the Face ID/fingerprint login will be disabled for the Citi Mobile App. If you wish to re-enable Face ID/fingerprint login, please refer to the steps below:

  • If you have a banking account with us, you can enable via "My Profile" settings > "Touch ID/Face ID".
  • If you do not have a banking account with us, you can enable via "Setting" settings > "Touch ID/Face ID" on the navigation bar at the bottom.

8. Will the Face ID/fingerprint login for the Citi Mobile App be disabled once I change my mobile number or service provider?

Changing the mobile number or service provider will not disable the Face ID/fingerprint login.

9. Why was my Face ID/fingerprint login turned off?

Your Face ID/fingerprint login may have been turned off for any one of the following reasons:

  • You have recently changed your User ID or Password
  • You have not logged into your Citi Mobile App by entering your password for the past 90 days
  • You have enabled the Face ID/fingerprint login for your account on a different device
  • You have changed/removed your Face ID/fingerprint on your device
  • You have removed your passcode on your device
  • Your online account is locked because you have exceeded the maximum number of password/One-Time-Password attempts

Credit Cards

1. How do I activate my Credit Card?

Log in to the app. Tap "My Profile" settings in the top left corner (customers without a bank account, please tap Settings settings in the bottom right corner), select the credit card you wish to activate and tap "Activate Now" on the card face. Your credit card will be activated upon successful authentication of a One-Time Password.

If you have not set up the User ID and password yet, launch the app and tap "Activate your card" on the login screen > enter credit card number and details as stated. Your card will be activated upon successful authentication of a One-Time Password.

2. How do I view my credit card transactions?

Log in to the app. On the "Cards" tab*, choose your card by swiping left or right. Tap "See all" and you can check the transactions records for the past 90 days. You can also search for transactions using search at the top.


* Customers with a bank account, can tap any one of the credit cards to enter this tab.

3. How do I view my credit card statement?

Log in to the app. On the "Cards" tab*, choose your card by swiping left or right. Tap " Invoice Statements", select the month you would like to view, tap the " PDF PDF" button in top right corner to view or download a pdf version of your statement.


* Customers with a bank account, can tap on any one of the credit cards to enter this tab.

4. How do I make a payment to my card?

Customers with a bank account can tap settings "Payments" > "Transfers", select an account to be paid from and select a credit card to be paid to. Follow the steps on the screen to complete your credit card payment.

5. How do I pay a bill using my Citi credit card?

Log in to the app. On the "Cards" tab*, tap settings "Payments" on the navigation bar at the bottom and select "Pay a bill", then follow the steps on the screen to complete your bill payment.


* Customers with a bank account, can tap on any one of the credit cards to enter this tab.

Disclaimer

Android and Google Play are trademarks of Google Inc.

Apple and the Apple logo are trademarks of Apple Inc., registered in the U.S. and other countries. App Store is a service mark of Apple Inc., registered in the U.S. and other countries.

The screens and information displayed are for illustration purpose only. Please refer to the Citi Mobile® App for actual screens.

To borrow or not to borrow? Borrow only if you can repay!