FAQs – International Banking Online with Citi International Online Bank

Receive SMS or Email alerts confirming account activity.
Use the comprehensive Payments and Transfers section to transfer funds between your accounts, to other individuals, pay bills (only available to Jersey clients), send money overseas and set up payees and recurring payments.
Assign nicknames to accounts in order to help identify and organise them easily.
Customise how accounts are displayed.
Download up to one year's worth of cash account transactions in CSV, Excel, OFX and XML format and upload to personal financial management software or spreadsheets for further analysis.
View your other Citi accounts in selected global territories using the Global View of Accounts.

Convenience

Activate new Debit Cards online without the need to call CitiPhone.
Manage your address, phone number and email address online (mobile phone numbers are exempt for security reasons).
Transfer payments between your own accounts, pay bills (only available to Jersey clients) and book Time Deposits quickly and easily using Citi Fast.
View records of previous transactions using our search and filter function.
Adjust your settings to receive further information on our products and services.
Replace your paper statements with an E-statements.

Security benefits

Use your One Time Password, received via SMS to help ensure that you are the only person that can conduct high risk transactions.
Check when your account is being accessed online by verifying your last login date and the last 'failed' login date, which is displayed when you log in.
Feel confident that your sensitive data (Card and account numbers) are masked. If you need to see these in full, you can opt to reveal these numbers while you are online.
Select a new security code which is required in order to discuss your account with CitiPhone or your Relationship Manager.

Do I have to register to use Citibank Online?

Yes. The steps to register are:

Ensure that your Debit Card has been activated. To activate it call 0808 109 8888 or +44 207 500 1445 if calling from overseas.
Go to www.ipb.citi.com and choose the option, Sign On to Citibank Online.
Choose a user ID and password known only to you and read andaccept the Terms and Conditions for using Citibank Online.
Once you have chosen your user ID and password, we will send you a One Time Password to your mobile phone which you will need to complete your registration.

How much will you charge me for using Citibank Online?

We do not charge a separate fee for Citibank Online.

Using Citibank Online

How do I register for Citibank Online?

To register for Citibank Online please make sure you have your mobile phone to hand. You will also need the following information:

a) Your Card number (this is the 16 digit number on the front of the Card. Note that the Card must have been activated)

b) Your Debit Card's expiry date

c) Your date of birth

After you have entered these details, we will send a One Time Password to the mobile phone number that is registered to the Debit Card. The One Time Password should be entered as soon as you receive it or it will expire and you will need to provide the above details again. Please call CitiPhone if you need to change your mobile number.

How do I activate my Debit Card?

Please note that you will be unable to use your Debit Card at ATMs, to make purchases, or to register for Citibank Online unless it has been activated so we recommend that you do so right away. To activate it, please call 0808 109 8888 or +44 207 500 1445 if calling from overseas. If you have already registered for Citibank Online, you can activate your Debit Card using this service.

Can I download information from Citibank Online?

Yes, you can download transaction history in any of the following formats:

CSV (comma separated values)
XLS for Excel

To do this, go to 'Account Details', click on 'Download' and choose the accounts and dates that you wish to download.

What should I do if a page displays incorrectly or my browser does not work properly?

The website is optimised for Internet Explorer 7 and 8; other browsers may display Citibank Online pages incorrectly. If you are using Internet Explorer 7 or 8 and experience issues, start by deleting temporary Internet files; you can also try deleting your cookies if the problem persists. If you still face any problems, please call CitiPhone on 0808 109 8888 or +44 (0) 20 7500 1445 if calling from outside the UK.

How do I set up the order and visibility of my accounts or assign account nicknames?

To do this, please go to 'My profile', choose 'Manage accounts' and click on 'Account Order and Visibility' or 'Account Nick names'.

How can I set up the 'Account summary' page as my start page?

Go to 'Accounts', choose 'Account summary' and tick the box 'Set as My Start Page'.

Can I change my contact information using Citibank Online?

Yes, you can. Go to 'My Profile' and choose 'Update Contact Information'.

How do I set up a Global View of Accounts?

If you have accounts with certain Citibank businesses, other than the accounts that you have with Citi International Personal Bank, you can register your login details in the Global View of Accounts section. This will enable you to view the balances of your other accounts in the account summary. However, if you need to make a transaction or if you need to make any changes to these accounts you will need to sign in via their website. Please note that applicable Citi businesses are listed and will be updated regularly.

Where can I check my total account balance?

To check your total account balance, click on the 'Accounts' tab.

Security

What security measures does Citibank Online use?

Citibank Online uses the latest security standards to protect your confidential information. All information is transmitted using the SSL-protocol with 128 bit encryption (the Triple DES algorithm). We have also implemented additional security features, such as:

automatic logout if you remain inactive for more than five minutes;
masking your account, Debit Card, and mobile numbers;
last login date display and highlighted alert for failed login attempts;
One Time Passwords sent via SMS to your mobile phone;
e-mail and text alerts about your user ID, password, contact information and other changes to Citibank Online.

What can I do to protect myself further from online fraud?

Online banking can be very convenient and secure if you take a few simple precautions. Here are a few suggestions to help you have a secure online banking experience:

Avoid suspicious websites. DO NOT provide any information requested by these sites. When accessing www.ipb.citi.com, type the address directly into the address bar of the browser.
Never respond to an email requesting personal information. Remember, we NEVER ask for your personal information, such as user ID, password, PIN, account or passport number by email.
Change your password periodically using the password change function in Citibank Online. If you suspect that someone may know your password, change it immediately.
Always end your secure session in Citibank Online by clicking 'Sign Off' and closing your browser, especially if you are using your computer in public places, such as internet cafes etc.

Why do I have to choose a user ID and Password?

We need to ensure that you are the only person that can access your account. When you register we ask for your 16 digit Debit Card number, expiry date (valid thru date), your date of birth and we send a One Time Password via SMS to your mobile phone. Once you have completed the registration process, you can sign in to Citibank Online simply by entering your user ID and password. However, please note that for added security during certain instructions or transactions, we will send you a One Time Password to confirm your request.

How do I select a valid user ID?

Please choose a memorable user ID. To help protect your account there are some criteria to which your user ID must adhere:

The length of the user ID must be between six and 50 characters.
The characters must be alphanumeric (i.e. only letters from the English alphabet and numbers) and the following special characters: _ @. (underscore, at the rate, full stop).
The user ID is not case sensitive (ABC001 is the same user ID as abc001).
Your user ID must not be the same as any of your account or Debit Card numbers.

The user ID helper appears when you enter your user ID to confirm that these criteria have been met.

How do I change my user ID?

To change your user ID, sign in to Citibank Online and choose My Profile next to the last login information (note that you need to provide the One Time Password so please have your mobile phone to hand).

How do I select a valid password?

Please choose a password that you can remember easily but that cannot be guessed from your personal information. We recommend that you change your password regularly.

Your password must meet the following criteria:

The length of your password must be between six and 50 characters.
The valid characters are alphanumeric (i.e. letters from the English alphabet and numbers) and the following special characters: _ @. (underscore, at the rate, full stop).
Your password must contain at least one upper case letter, at least one lower case letter and at least one number.
Your password is case sensitive (Abc001 is not the same password as abC001).
It must not be the same as any of your account or Debit Card numbers or your user ID.
Your Password must not contain three identical characters such as AAA, three sequential digits such as 123 or 321 or three sequential letters such as Abc or cbA.

What if I forget my password?

Before you log in to Citibank Online, there is a link 'Forgot Your Password?' where, after providing the information requested including the One Time Password, you will be able to choose a new password.

How do I change my password?

We recommend that you regularly change your password. To do so, sign in to Citibank Online and choose My Profile next to the last login information. Note that you will need to provide the One Time Password so please have your mobile phone to hand.

Do I need to select a new user ID and password if I receive a new Debit Card?

In general no, unless we have given you specific instructions to do so. However, for security reasons we strongly suggest that you change your password regularly.

If we suspect that your user ID and password have been compromised, we will block your user ID. On activation of your new Debit Card, you will need to register again and choose a different user ID and password.

One Time Password

What is the One Time Password?

The One Time Password is a new security measure we have introduced as part of the new and improved Citibank Online.

Why have you introduced this new security measure?

Your security is important, to you and to us, and the One Time Password gives you an extra level of safety when you undertake certain actions online.

It protects you and your account against fraud, by proving it is you who is trying to use your account. At the same time, it is very quick and easy to use.

How does the new One Time Password work?

When you undertake certain actions using Citibank Online, a screen will pop up and you will be asked to input a One Time Password. A SMS will immediately be sent to your mobile phone that includes a six-digit password, so it is important that you have your mobile phone to hand when using Citibank Online.

You simply enter the password you have received by SMS into the box on the screen. The transaction will go through as normal and the whole process takes about one minute.

Because you can only complete certain actions by entering the One Time Password, it provides extra reassurance that you are the only person who can use your account.

When will I need to use the One Time Password?

A wide range of actions will now require the One Time Password. These include:

Registration
Reminder service for forgotten user ID and Password
Resetting and changing your user ID and Password
Adding, amending or deleting payee details
Fund transfers
Changing your Telephone PIN
Activating your Debit Card

With some of the actions above you will need to enter a new One Time Password each time you use them. However, others will only request the One Time Password if you haven't already provided it during that session. In all cases it will be made clear when a One Time Password is needed.

How long do I have to enter the One Time Password?

This six-digit password should be entered as soon as you receive it. After 15 minutes it will expire and you will need to start again.

If the One Time Password is not entered within 15 minutes of us sending it then it becomes invalid. It's important that you don't keep trying to enter a One Time Password that has expired, because if you try too many times your access to Citibank Online will be blocked for 24 hours.

Instead, if a password becomes invalid because you have waited too long, you will need to begin the action again and we will send you a fresh One Time Password.

Where do I enter the One Time Password?

The One Time Password text message will be triggered when you attempt certain actions online.

The screen to enter the One Time Password appears as below and you cannot proceed to the next page, or complete your action, until the correct One Time Password is entered into the box on the screen.

How do I ensure you have my up-to-date mobile number?

Sign on to Citibank Online and go to My Preferences, where you will be able to check the mobile number that we have for you, and change it if necessary.

As an additional level of security, if you change your mobile number in the future, you will not be able to conduct any actions requiring a One Time Password for three days. Please remember to update us with your new number. If we don't have your correct mobile number you will not be able to use many of the features of Citibank Online.

What if I don't receive the One Time Password?

We send the six-digit password to the mobile phone number that is shown on the screen that pops up when we ask you provide the One Time Password.

It is important that you ensure we have your up-to-date mobile number for this purpose. If the number shown on the screen is incorrect, or you do not receive the One Time Password, please call your Relationship Manager and update your mobile number, or you can update this in the My Preferences section of Citibank Online.

Do I have to use the new One Time Password system on my mobile phone?

Yes, it is an important security feature designed to protect your account information. You cannot opt out of this service.

Will you use my mobile phone to contact me for other reasons, like marketing?

When you provide your mobile number we will use it to send you the One Time Password and we'll also use it to contact you in the event that we suspect fraudulent activity on your account, via text message or a phone call. We regularly monitor accounts for suspicious activity and having your mobile number will ensure you receive these important messages or phone calls quickly if needed.

We won't contact you by mobile for marketing purposes if you told us when you applied for your account, or at a later stage, that you didn't want to receive marketing information. If you have told us that you would like to receive marketing information, we may occasionally contact you on your mobile.

What will the text message containing the verification say?

The text message will look like this:

From Citibank

One Time Password to confirm your Citibank Online request is 123456. Not your request? Call CitiPhone as soon as possible on 0808 109 8888 or+44 (0) 20 7500 1445 if you are calling from outside the UK.

I live in an area where there is poor mobile phone reception and can't receive text messages – how do I perform actions requiring verification code online?

If you're unable to receive text messages due to poor mobile phone reception please call CitiPhone on 0808 109 8888 or +44 (0) 20 7500 1445 if you are calling from outside the UK, or your Relationship Manager directly to service your account.

I received a SMS with a verification code but I haven't requested this – what should I do?

Please call us immediately on the number shown in the text message. It's very important your contact us straight away as an unexpected message of this type could indicate your login details may have been compromised and someone else may be attempting to fraudulently perform actions on your account. Please ensure you call and do not send a CBOL message or email.

Why are you using SMS to verify actions online and not email?

We use SMS to verify actions as we believe it's more secure. If a fraudster has managed to find out what your banking passwords are, there's a chance they've also gained access to your email passwords too. It's less likely however that they'll have your mobile phone and be able to access your text messages.

I received a SMS telling me that I've updated my mobile number but I haven't done this what should I do?

Please call us immediately on the number shown in the text message. It's very important you contact us straight away as an unexpected message of this type could indicate your login details may have been compromised and someone else may be attempting to fraudulently perform actions on your account. Please ensure you call and do not send a CBOL message or email.

To avoid delays when banking online, when is the best time to provide my mobile number?

To avoid any delays when banking online, we strongly recommend you check and, if needed, update your mobile number at least 72 hours before requesting any off the following transactions online:

Registration to Citibank Online
Reset Password
Remind user ID
Change user ID
Change Password
Add a new payee or make an ad hoc transfer of funds
Amend details of a payee
Change your 6 digit security code
Change your address or other contact information

I have two mobile numbers – which one should I give you?

We recommend your provide the number of the mobile phone which you have on you all the time. If you have malicious software on your computer, there's a chance someone else could try to transfer money or perform other actions on your account. If this happens, you'll receive a text message from us telling you that a request is being made. If you have your mobile phone with you, you'll be able to act on the text message immediately and call us on the number provided in the message. We can then stop any funds being transferred from your accounts and secure your accounts from further fraudulent activity.

If I update my mobile number what aspects of Citibank Online will be restricted for 72 hours?

For 72 hours after you have added/updated your mobile number, you’ll be restricted from performing any of the actions below:

Registration to Citibank Online
Reset Password
Remind user ID
Change user ID
Change Password
Add a new payee or make an ad hoc transfer of funds
Amend details of a payee
Change your 6 digit security code
Change your address or other contact information

I have updated my mobile number – why are certain aspects of my online account restricted for 72 hours?

We need to verify the change of mobile number for security reasons. The 72 hour restriction is an added security measure we put in place to protect your account.

If I enter the incorrect verification code more than three times, what aspects of my online account will be restricted for 24 hours?

For 24 hours after you've entered an incorrect verification code more than three times, you will be restricted from all access to Citibank Online.

If I call Citi will you be able to remove the restriction on my Citibank Online account?

Unfortunately we won't be able to lift the online restriction. It will stay in place to ensure your account is protected. Whilst the online restriction remains in place you will have the option to call us if you need to request transactions or account servicing.

Payments and Transfers

Citibank Online Demo

Are there limits to the amount I can transfer using Citibank Online?

Yes, certain limits apply to Citibank Online: for example, there is a £50,000 (or currency equivalent) limit per day for Citibank Global Transfers.

Can I view my transaction history?

Yes you can view up to 365 days of your transaction history by choosing 'Account Details' under your 'Accounts' page.

How do I set up one of my current accounts so that it is my primary account for Debit Card transactions?

Go to 'My Citi' page, click on 'Link an Account' or go to 'My Profile', choose 'Manage Accounts' and click on 'Link Citi accounts'.

Can I transfer a payment without adding a payee?

You can transfer payments between your own accounts without adding a payee. You can add a payee for all other transfers and payments. To add a payee, you will need to enter a One Time Password, which you will receive on your mobile phone via SMS. You can also make transfers without adding a payee which will also require confirmation through a One Time Password.

How soon will I be able to transfer a payment after adding a payee?

You will be able to make a transfer to the new payee immediately after the payee has been added and confirmed by entering the One Time Password sent to your mobile phone via SMS.

Alerts and Electronic Statements (E-statements)

Citibank Online Demo

Where in Citibank Online can I configure the alerts I receive?

To change the alerts package, or to set a preferred delivery time please go to 'My profile' and choose 'Citibank Alerting Service'.

What are Electronic Statements (E-statements)?

An Electronic Statement or E-statement is the equivalent of a paper statement but available online at Citibank Online or as a secure email attachment.

What are the various notification options for E-statements?

You can choose one of the following options of E-statement service:

Notification alerts – you will receive an email and/or SMS notification when your latest statement is available on Citibank Online.
E-statement email delivery – you will receive your statement in the form of a PDF file to your email address. Please note that your statement will be password protected (you will create your password when you register for E-statements).

What are the key benefits of registering for E-statements?

No need to store or wait for paper statements to arrive
You receive the statement to your email address as soon as the statement is ready
You receive email and/or SMS notification as soon as your statement is available on Citibank Online
You can view, print and save the statement for any period of time on your PC
E-statements are more secure, as only you can access them
Your E-statements are free of charge

Will I still receive paper statements after registering for E-statements?

No, once you are registered for our E-statement service, you will no longer receive a paper statement. However, you can always request a paper statement for any previous period by calling CitiPhone on 0808 109 8888 or, if calling from outside the UK, dial +44 (0)20 7500 1445. Please note that you may be charged a fee.

How can I register for E-statements?

To register through Citibank Online, please select 'My Profile', then 'E-statement Registration', then follow instructions. Alternatively, your Relationship Manager can register for you. Once you have successfully registered, you will receive the statement in the form of a secure PDF file to your email address or notification when your statement is available on Citibank Online, depending on your preferred option.

How can I view my E-statement via Citibank Online?

To view your statement, please sign on to Citibank Online, then click on 'My profile' and choose 'View E-statement' before selecting the statement from the statement periods given.

If you are using Citibank Online for the first time, you will need to go through the registration process and create your username and password which will only take a couple of minutes.

You need Adobe Acrobat Reader installed on your device to view the PDF. If you do not have Adobe Acrobat Reader, please click here to download the latest version.

How to Apply ›

Related Links