Common reasons you may not be able to receive an OTP on your mobile phone
To receive an SMS OTP when you’re overseas, make sure you have roaming turned on and you are in an area with good reception or network coverage.
Reception or network availability
Make sure your mobile phone has reception or network coverage to ensure your OTP can be delivered to your mobile phone.
Changes to mobile network provider
If you’ve recently moved your phone number to a different network, this may affect OTP delivery for a few days.
Mobile phone device issues
Sometimes you may not get an OTP because of an issue with your mobile device. Try restarting your phone or putting your SIM card in another phone to get the OTP. If you’re still unable to receive an OTP to your mobile phone, you can call us on 13 24 84 (+61 2 8225 0615 if calling from overseas).
Received an OTP when you weren’t expecting it?
There might be a few reasons why you receive an OTP unexpectedly. You can see the examples of OTP messages you might receive and what they mean below.
||What it means
|Your SMS code from Citi is XXX
||You may receive this if you recently made a 3D secure purchase online. If you are concerned about fraudulent activity on your account please get in touch with us on 1300 550 216.
|XXXXXX is your One-Time PIN for Citi Online. It will expire in 5 minutes. Do not share this code over the phone. If you did not request this code call 1300 550 216.
||This OTP is usually sent when you are trying to log in to Citi Online. If you haven’t tried to log in to Citi Online, it could be that your accounting software is attempting to log in to Citi Online on your behalf. If you believe that’s not the case, there is a chance your User ID or Password have been compromised and you should get in touch with us urgently on 1300 550 216.
|Just a courtesy reminder, that your next payment due is approaching…
||This may be an OTP sent by us to as a reminder of your upcoming payment. You can opt out of receiving these types of notifications by calling us on 13 24 84.