How to troubleshoot Citi Online issues

Having problems logging in to Citi Online?

If you’re having trouble logging in to Citi Online, there could be a few reasons. Try the suggested solutions below to solve the issue.

Account related issues

• You may have locked yourself out. If you tried to log in more than 3 times, using an incorrect Password, your account will be locked for security. You will need to reset your User ID and/or Password. For instructions on resetting your User ID and/or Password view our help guide.
• Make sure your account is active. If you’re unsure, you can call us on 13 24 84 (or +61 2 8225 0615 if calling from overseas).
• Certain account relationship types don't have access to Citi Online. For help, call us on 13 24 84 (or +61 2 8225 0615 if calling from overseas).
• You are already logged in to Citi Online. This could happen if you’ve logged in and then closed your browser without logging off first. Try clearing your cache/browsing history, waiting (around 10 minutes) and logging in again.

Technical or browser-related issues

Try one or more of the suggestions below to solve your Citi Online issue. If you’re still having trouble, please contact us.

• Make sure you’re visiting Citi Online from a supported browser. See our list of supported browsers here.
• Restart your browser
• Visit the Citi Online page by typing in the URL www.citibank.com.au in the address bar rather than using a favourite or a bookmark
• Clear the ‘Temporary Internet Files’ and ‘Cache'. When you visit a website, your computer stores some data from the site so that its pages will load faster next time you visit. Most computers store these files in a cache file or a folder called “Temporary Internet Files.” Occasionally the files can become corrupt or outdated and need to be deleted.See how to clear temporary internet files in different browsers below:

• Chrome
• Edge
• Safari
• Firefox

• Delete cookies. Cookies are small pieces of text sent to your browser by a website you visit. They help that website remember information about your visit such as username, password, or other personal information. Deleting your cookies will remove your saved settings for sites you've previously visited. This can fix some loading or formatting issues. See how to clear cookies in different browsers below:

• Chrome
• Edge
• Safari
• Firefox

• Remove pop-up blockers. A pop-up is a small window or banner that will appear on your screen while you’re browsing a website. You can interact with a pop-up, depending on its content (for example it can contain a form, a button or a link). For some websites to work properly, pop-ups should be allowed. Check if you have your pop-up blocker enabled and try disabling it. See how to disable pop-ups in different browsers below:

• Chrome
• Edge
• Safari
• Firefox

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