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

Common reasons you may not receive your OTP by SMS

If you’re waiting for a One-Time PIN (OTP) by text and it hasn’t arrived, there are a few reasons to explain why. Your OTP is an extra layer of security to help keep your account safe but things like travelling overseas, network issues or phone settings can get in the way.

Here are the top five things to check, plus tips to help make sure you can still receive your OTP, to securely access your account.

1. Country restrictions when you travel

Some countries block international text messages, like OTPs, to help protect people from scams and fraud. In some cases, mobile providers may change the sender's name (e.g. “Citi AU”) to help the message get through, but other times, they’ll simply block the text entirely. Worth noting: International mobile operators and regulators often change how they treat these types of messages, so, if possible, test in advance.

Tip: Heading overseas? Set up your Citi Mobile^® Token before you go. You’ll then be able to generate an OTP directly through the app – no SMS required, no matter where you are. Learn how to set up your Citi Mobile^® Token.

2. Limited network coverage

To receive your OTP via SMS, your phone needs a mobile signal or coverage. If you're in an area with poor reception, your OTP may be delayed or not arrive at all.

Tip: Set up your Citi Mobile^® Token before going off the grid. Even with no mobile signal or limited coverage, you can still generate your OTP through the app.

3. Recent changes to your mobile provider

If you’ve switched your phone number to a new mobile network recently, this may affect delivery of your messages for a few days.

Tip: Before you change your provider, set up your Citi Mobile^® Token, so you can still get your OTP without waiting for an SMS to be delivered.

4. Settings on your phone

Some easy-to-miss phone settings could be stopping your OTP coming through. This is especially common when travelling but can happen at home too. Things like leaving aeroplane mode on, or not having global roaming set up, can block OTPs.

For Android users, it’s also important to check default messaging setup. If SMS isn’t active as your default messaging app, messages like your OTP may not arrive.

Tips:

• If you’re travelling by plane, make sure Aeroplane Mode (also known as Flight Mode) is turned off when you land.
• You might want to switch on Global Roaming (also known as International Roaming or Data Roaming) so your phone can receive messages overseas – depending on your mobile provider and plan.
• If you use an Android device, check that SMS is set as your default text messaging app. Go to ‘Settings’, tap ‘Apps’, select ‘Choose default apps’, select ‘SMS app’ for text messages.

5. Problems with your device

In some cases, your device itself could be the problem. This may happen if your device is low on memory, the SIM card isn’t working properly, or the phone simply needs a quick restart to refresh its connection.

Tips:

• Try restarting your phone
• Remove and reinsert your SIM card
• Try putting your SIM card into another compatible phone

Still having trouble? Give us a call on 13 24 84 (or +61 2 8225 0615 if calling from overseas) and we’ll help you troubleshoot.

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