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1. FAQs on how to get started
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 How do I get a Cash Withdrawal PIN, if I don't have one? |
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| If you are a Citibank Credit Card and an ATM/Debit Card account holder and if you do not have a Cash Withdrawal PIN, you can get one at any of our branches. To get a Credit Card Cash Withdrawal PIN, please call our 24-hour CitiPhone Banking Service on +971 4 311 4000. |
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| How do I ensure my Citibank Online transactions are safe? |
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| To make sure your Citibank Online transactions are secured, check for the security Options on your browser. |
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| If you are using Netscape Navigator version 4 or higher, please follow the steps below: |
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- Click on the Security icon on the toolbar on top of your browser to open the Security Information page.
- Click on the Navigator on the left.
- Look for Advanced Security (SSL) Configuration
- Select both SSL (Secure Sockets Layer) version 2 and 3
- Click on the Configure SSL version 2 and select both options listed.
- Click on the 'OK' button.
- Click on Configure SSL version 3 and select the first four options listed
- Click on the 'OK' button
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| If you are using Internet Explorer version 4 or higher, please follow the steps below: |
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- Click on the 'View - Internet Options' l
- Click on the 'Advanced Tab'
- Scroll down to Security. Ensure the SSL version 2 and 3 are selected.
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| How can I be sure that my information and account data are securely sent through Citibank Online? |
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| Citibank offers high levels of security to help safeguard your financial information : |
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- Strong Encryption (128-bit):
All data sent to and from Citibank is 'scrambled' and 'reassembled' between Citibank and your personal computer to protect your personal and financial information. 128-bit encryption, the highest level of encryption commercially available, means there are 2128 possible combinations of 'keys' but only one that will 'unlock' the information.
- Automatic Time Out :
There is a security feature intentionally built-in to the system. When there is no activity for 5 minutes, Citibank will terminate your secure Citibank Online session to help protect against unauthorized access.
- Multi-factor authentication of registering with a User Name, Password and 5 Security Questions
- Virtual keyboard used to enter password or Cash Withdrawal PIN. This was introduced to reduce risk from malicious software that capture keystrokes
- 128 bit SSL encryption
- Session Monitoring :
User signed out if system is not used for 5 minutes
Account locked on entry of incorrect password 6 times
- Security on Funds Transfers :
Requirement to add and activate payee before transferring funds to a third party account.
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| How can I verify that the Citibank Online pages belong to Citibank ? |
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| You can check the same by following the steps below: |
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- 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 PIN input
- You will see the 'Security Information' page
- Click on 'View Certificate'
- You will see the Certificate page which tells you that the page on Citibank Online is encrypted
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| 2. FAQs for User Name and Password |
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| How can I register to use Citibank Online Service for the first time? |
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You can register to use Citibank Online Service right now, by using your ATM / Debit Card or Credit Card number and ATM PIN. If you register with your Citibank Credit Card, as an additional level of security, you will be asked to enter your Date of Birth. You will also be requested to set up a few Security Questions. Please contact our 24-Hour CitiPhone Banking Service on
+971 4 311 4000 to issue or re-set your ATM PIN. |
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| View Demo. |
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| Why do I have to register with a User Name and Password? |
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| Registering with a User Name and Password is entirely an additional convenience and security enhancement for Citibank Online Service. Your User Name is selected and known only to you, unlike your ATM / Debit Card or Credit Card number, which can be seen each time you perform a transaction (such as a purchase or an ATM transaction). |
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| What happens if I forget my User Name? |
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| You can request for a reminder of your User Name through the initial sign-on screen by clicking on the 'Forgot your User Name' link. You will then need to select the Card type you had registered with and enter your Card number along with the ATM PIN to get your User Name displayed on the screen. |
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| What happens if I forget my Password? |
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| You can reset your Password by clicking on the 'Forgot your Password' link on the initial sign-on screen. You will have to enter your User Name, select the Card type you had registered with, enter the Card number and ATM PIN along with the Account number/Credit Card number that is linked to your Card. If you only have a Citibank Credit Card, please enter your Credit Card number as your Account Number. While resetting your Password, you will also be asked to enter answers to the security questions that you defined during registration and your password will be reset. |
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| What do I do if I do not have or I have forgotten my ATM PIN? |
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| It is important that you know your ATM PIN because you will use it while defining your User Name and Password. Please contact our 24-Hour CitiPhone Banking Service on +971 4 311 4000 to issue or re-set your ATM PIN. Once you create or re-set your ATM PIN, you can use it immediately. |
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| What happens if I have forgotten my User Name, Password and the answers to my security questions? |
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| You can reset your User Name, password and answers to your security questions by clicking on the 'Need to unlock your User Name?' link on the sign-on screen. You will be asked to enter your User Name, select the Card type you had registered with, enter the Card number and ATM PIN along with the Account number/Credit Card number that is linked to your Card. If you only have a Citibank Credit Card, please enter your Credit Card number as your Account Number. |
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| 3. FAQs for Screen Keyboard |
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| What is a screen keyboard? |
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| One of the most common security threats is from malicious software that records your keystrokes and sends them to fraudsters. This malicious software is called a "keyboard logger". By having a screen keyboard where you enter your Password with your mouse instead of typing it in, the likelihood that your details can be obtained this way is greatly eliminated. We also recommend that you should have up-to-date anti-virus and firewall software at the same time. A firewall will alert you if there is an attempt to write malicious software to your computer. |
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| What are the advantages of using an on screen keyboard? |
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| Screen keyboard will be an additional tool to increase the security of your sign-on credentials and will protect Internet banking users from the risk of key loggers and screen capturing virus that might have been installed onto your personal computers intentionally or unintentionally. With the new Citibank Online Services the numbers on the screen keyboard are dynamic which makes the service all the more secure. By checking the last sign on & password change date & time you can monitor your online access. |
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| When does the screen keyboard appear? |
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| It only appears when you enter your details for the Password and ATM PIN. It does not appear when you enter your User Name or while answering the security questions |
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| 4. FAQs related to the new Citibank Online Service |
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| What is new and different with the new Citibank Online Service? |
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| New Citibank Online Service has below features and benefits such as: |
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| Personalized |
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- You will be greeted by your name as you login and see summary of accounts
- You can customize your home screen
- Avail marketing offers that are relevant to you
- Get updated on contact information, if any is missing in the bank's record
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| User- friendly |
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- New design, layout and menus
- Receive 'New mail' alert upon receiving a message from the bank
- Get 'Quick links' to applications most frequented
- Search for a particular transaction in Account Activity
- Access enhanced Rewards Redemption module
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| Secure |
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- Dynamic Virtual Keyboard
- Monitor online access to your accounts by checking the last sign on and password change date and time
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| What are cookies and how are they used for this service? |
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| A cookie is information that a web site puts on your hard disk that it can remember something about you at a later time. This mechanism allows the server to store its own information about a user on the user's own computer. We do not use cookies for this service. |
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| For which type of transfer do I need to add and activate payee(s)? |
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| Add payee is required for below transfers: |
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- Utility Bill payment
- Transfer to another Citibank UAE customer
- Local Currency Wire Transfer to another bank in UAE
- Citibank Global Transfers
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| Activation on payee is required for all the above transfers except for Utility Bill payments. |
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