| Frequently Asked Questions |
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Getting Started
What do I need to get started on Citibank Online?
If I have both a bank account and a credit card, which card should I use to access Citibank Online?
How do I get a ATM PIN, if I don't have one?
I am not a Citibank Customer, how do I apply for Citibank Online?
Can supplementary cardmembers use Citibank Online?
When I logged onto Citibank Online, a screen asking me to enable Cookies showed up. What should I do?
How do I ensure my Citibank Online transactions are safe?
How can I verify that the Citibank Online pages belong to Citibank?
How can I register to use Citibank Online for the first time?
Why do I have to register Challenge Questions if I already have a Username and Password?
How many choices do I get to select my Challenge Questions from?
Can my selected Challenge Questions be same?
What is the ideal format of my Challenge Answers?
What happens if I forget my Challenge Answer?
What will I do if I want to change my Challenge Questions/Answers later on after registration?
What happens if I have forgotten my Username, Password and the answers to my Challenge Questions?
Will I have to answer all 5 selected Challenge Questions every time I login to Citibank Online?
How many trials am I allowed to do if I enter incorrect Challenge Answer repeatedly? What will happen after that?
How many times do I need to register challenge questions?
What is the fastest way to login to Citibank Online?
Do I need to accept Terms &Conditions every time I login?
What do I need to get started on Citibank Online?
You will need the following minimum system requirements:
- A Pentium PC (233MHZ with 32M RAM).
- Windows 95 or Windows NT Version 4 or better.
- Modem at 56 kbps.
- Netscape Communicator 4.0 or Microsoft Internet Explorer 4.0 or better.
- An Internet account.
- A Citicard (ATM Card) that is linked to your Bank Account and an ATM PIN or a Citibank Credit Card and an ATM PIN.
*Customers must use their ATM PIN when using either their Citicard (ATM Card) or Credit Card.
If I have both a bank account and a credit card, which card should I use to access Citibank Online ?
If you have a Credit Card and a Bank Account with Citibank, please use your Citicard (ATM Card) number to login as this will allow you to view your full relationship with Citibank. If you have more than one credit card, you will see details of only the card with which you logged on.
How do I get an ATM PIN, if I do not have one ?
If you are an account holder and if you do not have an ATM PIN, you can get one at any of our branches. Or you can call our 24 hour CitiPhone Banking at 111 222 222 to have one issued to you.
I am not a Citibank customer, how do I apply for Citibank Online ?
You will need to open a Citibank account or get a Citibank Credit Card. Apply now for a Credit Card.
Can supplementary cardmembers use Citibank Online?
Yes, supplementary cardmembers can use Citibank Online.
When I logged onto Citibank Online, a screen asking me to enable Cookies showed up. What should I do ?
Just click on the link on the screen. It will direct you to a guide showing you how to enable the feature. Just follow the steps; you should not see the same error screen in your next logon.
How do I ensure my Citibank Online transactions are safe ?
To make sure your Citibank Online transactions are secured, check for the Security options on your browser.
If you are using Netscape Navigator ver 4.0 or higher do the following :
- Click on the Security Icon on the toolbar on top of your browser to open the Security Information page.
- Click on Navigator on the left.
- Look for Advanced Security (SSL) Configuration.
- Select both SSL (Secure Sockets Layer) ver 2 and 3.
- Click on Configure SSL v2 and select both options listed.
- Click OK.
- Click on Configure SSL v3 and select the first four options listed (below).
- Click OK.
If you are using Internet Explorer ver 4.0 or higher do the following :
- Click on Tools - Internet Options.
- Click on the Advanced Tab
- Scroll down to Security. Ensure the SSL 2.0 and 3.0 are selected.
How can I verify that the Citibank Online pages belong to Citibank ?
You can check by following these steps :
- Click on the image of the lock or a key at the bottom of the browser window when you have reached the page that needs your ATM PIN input.
- You will see the Security Info page.
- Click on View Certificate.
- You will see the Certificate page which tells you that the page on Citibank Online is encrypted.
How can I register to use Citibank Online for the first time?
If you are a first-time user of Citibank Online, you need to select Register Now button on Citibank Online Sign on Screen, which will take you to the Registration Page. There you will have to provide your valid Citibank Debit/ Credit Card Number and ATM PIN, select an appropriate Username and Password, and then choose 5 different Challenge Questions out of a list of 15. These Challenge Questions need to be answered and answers will then be confirmed. Once all your inputs are validated, your registration will be complete. You need to register once only. Next time you login to system you need to select your user name, provide password and response to Challenge Question.
Why do I have to register Challenge Questions if I already have a Username and Password?
Selecting 5 Challenge Questions along with the Username and Password provides an added layer of security to authenticate access to sensitive customer information. Each time you log into Citibank Online with your Username and Password, you will be asked to answer any one of the 5 questions selected at the time of carrying out registration. Only a Correct response will take you to Citibank Online Homepage.
How many choices do I get to select my Challenge Questions from?
You will get a list of 15 different Challenge Questions out of which you will be required to select and answer any five. Make sure all 5 of your questions are different from each other and your responses easy to remember for further Sign On attempts.
Can my selected Challenge Questions be same?
All five of the Challenge Questions selected should be different from each other. Citibank Online will not accept your registration in case any of the Challenge Questions selected by you are the same.
What is the ideal format of my Challenge Answers?
- Answer length should be a minimum of 3 and maximum of 50 characters
- Answer cannot be left blank
- You need to remember all five questions and their answers, as such information would be required by you each time you login to Citibank Online
- One of the answers can be same as the Username but cannot be same as the Password
- All five answers should be different from each other
- No answer should begin with a space
- Your answer can have more than 2 consecutive identical characters, and does not necessarily have to be alphanumeric (consisting of both letters and numbers)
What happens if I forget my Challenge Answer?
If you have forgotten your Answer(s) to Challenge Question(s), you need to reset your account by selecting Unlock User Name from Citibank Online Sign On screen
What will I do if I want to change my Challenge Questions/Answers later on after registration?
If after registration, you wish to change your Challenge Questions and Answers, enter your valid Username and Password on Citibank Online Sign On screen, and then click Change Challenge Question link on the same screen. This will verify your access by asking you to answer any one of the questions you selected before, and correct answer will take you to the screen where you can change your Challenge Questions/Answers.
What happens if I have forgotten my Username, Password and the answers to my Challenge Questions?
If you have forgotten your Username, Password, and answers to Challenge Questions, you need to click Unlock Username option from Citibank Online Sign On page to re-register yourself.
Will I have to answer all 5 selected Challenge Questions every time I login to Citibank Online?
No, every time you login to Citibank Online with your Username and Password, you will be asked to answer any One of the five selected Challenge Questions to access your online account. such question would be randomly picked out of your five Challenge Questions at each login attempt by the system.
How many trials am I allowed to do if I enter incorrect Challenge Answer repeatedly? What will happen after that?
If at Citibank Online login time, you enter incorrect answer to the challenge question asked for verification, your account will be locked on the 6th incorrect attempt. You will then need to reset by using Unlock option on the Sign On Screen.
How many times do I need to register challenge questions?
You need to register for Challenge Questions once only. Next time you login to system you need to select your user name, provide password and response to Challenge Question.
What is the fastest way to login to Citibank Online?
Minimum requirement to login to Citibank Online is by providing a valid Username and Password at Citibank Online Sign On screen and responding correctly to a Challenge Question
Do I need to accept Terms &Conditions every time I login?
You need to accept Citibank Online Terms & Conditions only once during first-time registration. After that, every time you login, you will not be asked to accept Terms & Conditions first before proceeding on.
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