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Covid-2019 Update

Supporting you during COVID-19.

As the COVID-19 situation evolves, we are continuing to support our clients, our staff and their families. This page will be kept up to date with information to help you to manage your finances during this uncertain time.

If you’ve found yourself in a situation that is making it difficult to manage your finances, reach out for help. We can provide you with some relief during this challenging time through our Financial Hardship program. Learn more

Managing cash flow during COVID-19

We understand that, as a result of COVID-19, some customers may be looking for some more flexibility in their repayment options to create some breathing room. We are here to support you during this time with a range of ways to help.  


Find out more

Online account management

Many of your day-to-day account management needs can be conducted online anytime through Citi Online or on the Citi Mobile® App, such as:

Lock and unlock your credit card
Make payments and transfers
Quick Account Updates
Manage your credit cards
Activate your card
Secure your transactions

Lock and unlock your credit card

Make payments and transfers

Quick account updates

Manage your credit cards

Activate your card

Secure your transactions

Register for Citi Online

If you have not already registered for Citi Online, you can get set up quickly by following the links below:

Stay safe in-store

We have temporarily increased the contactless (tap-and-go) payment limit on all Citi Mastercard debit and credit cards from $100 to $200, to reduce the need for you to come into contact with terminals to enter your PIN. The limit on Citi Visa credit cards remains at $100. However, don't forget that you can pay any amount with Samsung Pay or Apple Pay without entering a PIN. Samsung Pay and Apple Pay transactions are authorised from your mobile phone or wearable device through passcode, fingerprint or Face ID. Please note though, that some older terminals may not support this technology and may still require a PIN. So keep your hand sanitiser with you when you’re out and about!


Stay safe online

While we are continuing to monitor your accounts 24/7 for fraudulent activity, we do encourage you to remain vigilant and watch out for scams related to COVID-19. Here are some quick tips to help you stay safe and secure: 

  • Log in to the Citi Mobile® App to quickly report your credit card as lost or stolen.
  • Be wary of unsolicited phone calls from people claiming to be from a government agency, such as Medicare, purporting to be collecting personal details in order to arrange payment or rebate for you. Never disclose personal information to an unknown caller. 
  • No reputable company or government department will ever ask you to provide your credit card information (PIN, expiry date etc), online or Citi Mobile® App credentials (username and password) over the phone. 
  • If you receive a suspicious SMS, email or phone call, do not provide any personal details or click on any links. You can check for known scams, or you can report one yourself at

Frequently asked questions

Support for the local community

Citi and the Citi Foundation has committed over US$65 million to support global COVID-19 relief efforts.

Locally, we are donating A$230,000 to the Brotherhood of St. Laurence, a social justice organisation that works across Australia to prevent and alleviate poverty. The money will be used to help vulnerable young people directly impacted by the early economic fallout of the pandemic access the necessities such as supermarket vouchers, data for internet or phone use, and access to online mental and physical health programs.

We have also donated NZ$40,000 to support communities in New Zealand.

Globally, the Citi Foundation has committed US$5 million to support the United Nations Foundation COVID-19 Solidarity Response Fund. This will go towards providing protective equipment to frontline healthcare workers, equipping diagnostic laboratories and maintaining intensive care units.

Learn more about how we are supporting the community during the COVID-19 situation.

Support for

Travel help:

For Citi Prestige Concierge, please contact: + 61 2 9025 2869.
For all other concierge related enquiries, please contact: + 61 2 9025 2870.

Insurance claims:

For Citi Credit Card Complimentary Insurance claims, you can lodge your claim online. More information is available within our FAQs.

Contacting us:

We are pleased to share with you that the safety and wellbeing of our Customer Service Centre staff has been assured, and we are here to help.

To contact us:

  • Call Customer Service Centre on 13 24 84
  • Send us a secure message from within Citi Online in Services My Profile My Messages Inbox Compose Mail, and we will respond within 48 hours, or
  • View all other contact options here 


Sources of information:

For the latest health advice, get the latest report from the Australian Government Department of Health website.

To find out what government support may be available to you, consult the Australian Government Treasury website.


Support services:

Organisations available to help you through difficult times.


Lifeline provides Australians experiencing emotional distress with access to 24 hour crisis support and suicide prevention services.  Call Lifeline at any time on 13 11 14.


RUOK is a not-for-profit organisation helping inspire everyone to have regular, meaningful conversations to help anyone who might be struggling with life’s ups and downs.

National Debt Helpline

Financial counselling is a free, confidential service to assist people in financial difficulty. The National Debt Helpline website also has easy to follow, step-by-step guides for tackling debt problems.