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Account security with
One-Time PIN solution

The Citi One-Time Pin (OTP) is a unique, randomly generated, single use six digit PIN which can be generated through the Citi Mobile® App, or sent as an SMS to your mobile phone.

You'll need to enter this anytime you want to perform select online transactions or query through Citi Online.

The OTP provides a stronger, smarter method for authenticating your online transactions for your peace of mind.

 

Managing your accounts online using the SMS OTP

Log into Citi Online using your User ID and Password. Then when you perform an online transaction, you will be sent an OTP via SMS to enter before proceeding.

You will only be required to enter one One-Time PIN per session.

 

There are several ways you can receive an OTP overseas.

Through the Citi Mobile® Token

Generate your One-Time PIN via the Citi Mobile® App without your mobile phone requiring an internet connection or network coverage, providing convenient account management especially when traveling abroad.

Simply download the Citi Mobile® App on your mobile device, activate* the Citi Mobile® Token and set up your 4-digit passcode.

*You will only need to receive one SMS 'One-Time PIN' to complete the initial registration process.

Receiving the SMS OTP

If you don't have an iPhone or Android device, you will need to activate global roaming on your mobile phone before travelling, to be able to receive the SMS OTP.

The SMS OTP has been optimised for international delivery and is still delivered instantly.

 

If you lose or have your phone stolen and it is no longer accessible to you to receive or generate an OTP, please do one of the following:

If using the SMS OTP Solution:

If you want to stop your phone receiving an SMS OTP, please contact your network provider and put a block on your number until you have a replacement phone.

If you are worried about access to your Citi Online accounts, please call Customer Service Centre on 13 24 84 13 24 84 (+61 2 8225 0615 +61 2 8225 0615 if calling from overseas) and they can put a block on your Citi Online access (this block will apply to Citi Online access on all devices).

When you replace your phone, give Customer Service Centre another call and we will unblock your Citi Online access.

If using Citi Mobile® Token:

If you have a replacement device available, simply download the Citi Mobile® App onto the device and activate the Citi Mobile® Token.

Once you have activated the Citi Mobile® Token on a new device, the Citi Mobile® Token on the previous (lost) device will automatically be deactivated as you can only activate the Citi Mobile® Token on one device.

If you do not have a replacement device available, you should disable your Citi Mobile® Token. Login to your Citi Online account and follow these steps: Services → My Profile → Deactivate Citi Mobile® Token.

Alternatively, call Customer Service Centre on 13 24 84 13 24 84 or +61 2 8225 0615 +61 2 8225 0615 (if you are calling from overseas) to deactivate your Citi Mobile® Token.

Download the Citi Mobile® App today.

Download the Citi mobile app on the App storeDownload the Citi mobile app on the Google play store

Benefits of OTP

 

 

  • Smarter, more advanced security system to protect you and your money online
  • Provides a stronger method for authenticating your online transactions
  • Acts as an extra level of protection should your Card Number and PIN be compromised
  • It's totally free, secure and easy to use.

How does OTP work?

 

 

When you need to perform an online transaction or online query you will be required to enter an OTP as a second level of authentication to confirm that the transaction is authorised by you.

This OTP will be delivered to you via SMS, or can be generated through the Citi Mobile app. You will only need one OTP per session.

Updating your mobile number

 

 

To update your mobile number, simply sign on Citi Online and select Services My Profile Personal Information View / update details

Alternatively, call us on 13 24 84 (or +61 2 8225 0615 if calling from overseas) and we'll update it for you.

Frequently Asked Questions

 

Hard Token FAQs