Help

Logging on

My SafeWord card displays BAD PIN, what should I do?   

Wait a few minutes, while keeping your SafeWord card on. BAD PIN appears when an incorrect PIN is entered three times in a row. This message is to inform the User about possible attempts to use the card behind the owner’s back and that the card is temporarily blocked.

I forgot my PIN to SafeWord. What can I do now?   

If you have not changed your PIN from the standard one (received by mail in the safe envelope) to your own code, fill an Application for a duplicate PIN to the SafeWord card and send it to the Bank. If you have already changed the PIN you have to apply to the Bank for a new card (submit an Application for a new SafeWord card).

Fill out an Application and send it to the Bank to:

Zespół Obsługi Dokumentacji Rachunków Korporacyjnych
ul. Goleszowska 6. Bud. I p. 5
01-260 Warszawa

I lost my SafeWord card/PIN, what am I to do?   

Ask the Bank for a new card (you need to fill out and send an Application for a new SafeWord card). How to log on to CitiDirect? Read the CitiDirect User Manual. You will find a step by step description how to log on to the system, also with the use of a SafeWord card (link to manual).

Fill out an Application and send it to the Bank to:

Zespół Obsługi Dokumentacji Rachunków Korporacyjnych
ul. Goleszowska 6. Bud. I p. 5
01-260 Warszawa

I am logging on for the first time and the system asks me for Client ID. What should I do?   

Client ID is only required when you are logging on for the first time. You may easily get it from a user who is already logged on to CitiDirect. Just put the cursor over the company name (top right corner of the CitiDirect screen in orange). Client ID is the same number for all users in the company. However, if there is no one who could assist you to get that number, please contact CitiService (tel. (22) 690-19-81) or Electronic Banking Helpdesk (tel. 0 801 343 978 or +48 22 690 15 21), Monday to Friday (except holidays), 8:00 a.m. – 5:00 p.m., e-mail: helpdesk.ebs@citi.com

I cannot log on to CitiDirect. Perhaps my system is not compatible?   

Technical requirements for CitiDirect:

Hardware:

Processor1 GHz
RAM1 GB
Screen1024x768, True Color
Hard Disk Space250 MB

Software:

Operating system Windows version 9x or higher
Browser Internet Explorer version 6.0 or higher
Java SUN 1.6.0 or higher
PDF files Adobe Reader version 8.0 or higher

Network and Internet access:

When I am logging on the system requests the password.   

Check if Sign-on ID (serial number of your Safeword Card) is entered correctly. If so, the probable reason is that the user is not active in CitiDirect.

For more information contact Electronic Banking Helpdesk (tel. 0 801 343 978 or +48 22 690 15 21), Monday to Friday (except holidays), 8:00 a.m. – 5:00 p.m., e-mail: helpdesk.ebs@citi.com

CitiDirect rejects the password I try to enter from SafeWord. What am I supposed to do?   

If you are logging on for the first time, the number of the SafeWord card may be incorrect. Delete temporary internet files and cookies in the browser options, or delete and re-create the User. Try to log on again. If the error recurs, please contact Electronic Banking Helpdesk (tel. 0 801 343 978 or +48 22 690 15 21), Monday to Friday (except holidays), 8:00 a.m. – 5:00 p.m., e-mail: helpdesk.ebs@citi.com

You need more help with logging on? View the presentation:

Training materials   

We recommend you to read the manual and view the presentations that show how to log on to CitiDirect.

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