We recommend you use a PC and Internet connection with the following minimum requirements to ensure a secure Internet Banking session.
•
Ensure you are using up-to-date operating system and browser software. Visit the Windows Update site to update a PC running on Windows
•
Install up-to-date anti-virus software, ad/spyware scanner and a firewall on your computer. For more advice please visit our online security tips page
•
Browser requirements are listed below. Please note that some Macintosh users may experience difficulties using our website
Recommended browser and operating systems
Aside from commonly used browser plug-ins such as Adobe Reader there is no special software required to use Citibank Online. We have tested a number of operating system and browser combinations and the following combinations are recommended:
Operating System
WIN Vista (SP2)
WIN 2000 (SP4)
WIN XP (SP3)
WIN 7
MAC OS (10.4)
Internet Explorer
v7 v8
v6 v7
v8
v7
Mozilla Firefox
v3.5
v3.0.11
v3.5
v3.5
Safari
v4.0
Chrome
v2.0
Testing of Operating System and Browser combinations is carried out on a best endeavours basis. Citibank cannot guarantee that the abovementioned combinations will work in every situation as there are many variables such as browser plug-ins/overlays, anti-virus software, security and other patches to operating systems/browsers which cannot be tested in every single combination.
All you need is your unique User ID, Password and the answer to one Security Question. You will then be directed to 'My Home' and you can carry out your transactions
To create a User ID & Password to access Citibank Online and ATM PIN is required. This was sent when you opened your account.
If you have forgotten or misplaced your PIN, contact CitiPhone on 13 24 84 (+61 2 8225 0615 if calling from overseas) available 24 hours a day, seven days a week to request a new ATM PIN.
Security Questions are designed to provide you with an extra level of security
•
They are a set of 12 questions ranging from 'what is your favourite colour?' to 'what school did you go to?'
•
As part of the set up procedure you will need to provide three answers to your choice of questions
•
You want to pick questions that you can easily remember the answers too as you will be prompted with one question for you to answer each time you sign on.
Citibank Online is the secure Internet Banking facility provided by Citibank for our customers. Citibank Online is the gateway for customers to perform their entire Internet Banking needs at any time - including checking account balances, transferring funds, making bill payments and carrying out other functions.
Please contact CitiPhone Banking on 13 24 84 or +61 2 8225 0615 (if outside Australia) to confirm your instructions immediately. We remind our customers to ensure that transfers are accurate prior to submitting.
There is no charge for Citibank Online. Some transactions performed via Citibank Online may incur a charge. Please refer to Citibank's Fees and Charges Schedule to confirm transaction charges.
The terms and conditions for Citibank Online are contained in the Non-Cash Payment Facilities Terms and Conditions. We recommend that you read these terms and conditions carefully as they govern your use of Citibank Online. You are also advised to download and keep a copy of the Non-Cash Payment Facilities Terms and Conditions in a safe place for future reference.
You can access Citibank Online from any computer with an Internet connection. However, for online security reasons, we strongly recommend you avoid using public or shared computers, such as Internet cafes, to do your online banking.
Any accounts linked to a Citicard (such as a Transaction account, Ready Credit or Revolving Mortgage) or Credit Card in your name may be used with Citibank Online.
Prior to using Citibank Online you will need to set up your User ID, Password and Security Questions. To learn how to complete this process visit the Citibank Online - Getting Started page
You can download or print an electronic statement. Electronic statements are available for a rolling period of 12 months for Deposit, Ready Credit. Mortgages and Credit Card accounts. You can also print recent Account Activity or export account information to your computer for use with Microsoft Money or Quicken.
Yes, if you wish to opt out of Citibank Online, please contact CitiPhone Banking on 13 24 84 (within Australia) or +61 2 8225 0615 (if outside Australia).
You can personalise your accounts by assigning nicknames to any account you hold. This can be done within Citibank Online and makes it easier for you to recognise an account that you may be using for a specific purpose.
Global View of Accounts is a service provided for Citigold customers, which allows several Citibank accounts from around the world to be linked from every participating market to your home account in Australia. From a single page within Australia's Citibank Online site, you can simply and securely view multi-country account balances. To transact on your accounts in other countries, simply log in to the individual account.
Personal budgeting lets you stay in control of your credit card. You can set expense limits across a wide range of categories and monitor your spending to ensure you stay on budget. Personal Budgeting allows you to define your own budget, using specific expense categories. The Peer Comparison tool allows you to view the weighted average credit card spend by expense category, filtered by a specific demographic criteria for accurate comparison.
Your card number is the 16-digit number that appears on your Citibank Credit Card or Citicard ATM/EFTPOS card). Your Code/PIN (ATM PIN) is the Personal Identification Number issued with your card.
Your card and PIN will be verified for security when you register to use Citibank Online. Your CitiPhone Banking Self Service Telephone PIN (TPIN) will not work with Citibank Online as it is used in Telephone Banking.
Your ATM PIN is one piece of information we use to identify you so you can create your Citibank Online User ID and Password.
You will also need to use your ATM PIN to identify yourself if you ever need to reset your User ID because you have forgotten your Password, answers to security questions, User ID or you have obtained a new Citicard or Citibank Credit Card.
Please note that if you have more than one card (e.g. a Credit Card and a Citicard) then you can only change the ATM PIN for the card you used when you created your User ID.
Please contact CitiPhone Banking on 13 24 84 or +61 2 8225 0615 (we will accept a reverse charge call made through an international operator) immediately if you think your account details are being accessed without your authority.
Entering your Password by clicking the on-screen keyboard helps protect your Password from possible key logger software or similar which can attempt to monitor your activity.
You can transfer a minimum of AUD$10 per day. Transfers to other accounts are subject to a limit of AUD$10,000 per day. Please note that you may not transfer funds from your Credit Card account.
Provided there are funds available, you can use any of your Citibank accounts. Please remember some billers do not accept Credit Card payments. Always check your bill for the different payment methods available.
For transfers to accounts in Australia, you will need:
•
The BSB number of the receiving bank. This is a 6-digit number and indicates the bank and branch number that the funds are being transferred to
•
The account number you are sending the funds to
Please ensure that the account number for the payee you establish is correct as Citibank will credit the account based solely on the account number and BSB provided.
For transfers to Citibank Australia accounts, you will only require the Citibank Australia account number. Please ensure that the account number for the payee you establish is correct, as Citibank ill credit the account based solely on the account number provided.
When a new Payee is added, a unique 6-digit code, the Online Authorisation Code (OAC) will be issued to you to activate the new Payee. Learn more about the Online Authorisation Code.
Any transfer made from your account will appear on your Account Details and Activity enquiry as a debit immediately, with the exception of Credit Card and Ready Credit accounts for which the details will be available within two business days. It is suggested you contact the Payee directly to confirm receipt of funds.
No, but you may use your Credit Card to pay accounts using the BPAY facility. Please note some billers do not accept Credit Card payments. Always check your bill for the different payment methods available.
If you are transferring to a Citibank Account overseas:
•
To transfer up to the daily limit of AUD$10,000 to a Citibank Account Overseas, select "Bill Payments & Transfers" and then select your Overseas Citibank Account payee. Please ensure that the account details of the international account you want to transfer to is on your payee list and has been activated with an Online Authorisation Code (OAC) or through a Customer Service Operator. Learn more about Citibank Global Transfers and participating countries.
•
To transfer funds exceeding the AUD$10,000 dailydaily limit, select "Bill Payments & Transfers" and then select "Transfer Money Abroad" in Step 1 and then enter the details of your payment on the form provided. The account details in this form do not need to be on your list of payees.
If you are transferring to a Non-Citibank Account Overseas or a Citibank Account that is not supported by Citibank Global Transfers:
•
To transfer funds select "Bill Payments & Transfers" and then select "Transfer Money Abroad" in Step 1 and then enter details as required.
Transfers to another Citibank Account overseas within the $10,000 daily limit is free of charge. Learn more about Citibank Global Transfers.
Payments to other accounts outside Australia are sent by Telegraphic Transfer and normal Telegraphic Transfer fees will apply. Please refer to Citibank's Fees and Charges Schedule to confirm current Telegraphic Transfer fees.
Transfers to another Citibank Australia account are credited immediately. For transfers to another Australian bank account, the Payee would expect to receive the funds within two working days.
Inter-bank transfers within Australia are transferred as cleared funds. A clearance period may be applied to all overseas transfers by the receiving bank.
The Calendar View of your Payments & Transfers gives you an at-a-glance snapshot of your planned account activity for the month ahead, including upcoming, scheduled and recurring payments.
Go to 'Payments and Transfers' and you will see the coming month's payments. The key at the bottom of the screen helps you identify upcoming, reoccurring and schedule payments and transfers. Simply scroll across to see the next month's calendar view.
Simply hover over the desired date on the calendar and you will see an option appear to 'Make a Payment/Transfer'. Click this link and select your 'To' and 'From' accounts, the desired amount, date and click Continue'. Next, review your scheduled payment/transfer details and select 'Confirm and pay' to schedule.
You may have more than one regular bill or payment to make each month. You can schedule all of these payments and transfers in one easy step, using the 'Multiple Payments' option. This can be found under the 'Quick Actions' section on your Payments & Transfers page within Citibank Online. Simply select your 'To' and 'From' accounts, the required amounts, dates and confirm. All your payments will be made automatically as scheduled payments.
Citibank Global Transfers make instantaneous funds transfers possible to any Citibank account in the world. First, simply add and activate your payee. Next, go to the 'Bill Payments and Transfers' tab and follow the steps.
We recommend you use a PC and Internet connection with the following minimum requirements to ensure a secure Internet Banking session.
•
Ensure you are using up-to-date operating system and browser software. Visit the Windows Update site to update a PC running on Windows
•
Install up-to-date anti-virus software, ad/spyware scanner and a firewall on your computer. For more advice please visit our online security tips page
•
Browser requirements are listed below. Please note that some Macintosh users may experience difficulties using our website
Recommended browser and operating systems
Recommended Requirements
Aside from commonly used browser plug-ins such as Adobe Reader there is no special software required to use Citibank Online. We have tested a number of operating system and browser combinations and the following combinations are recommended:
Operating System
WIN XP
MAC OS X
Internet Explorer
Version 6.0
NA
Safari
NA
Version 1.2
Our tests have shown that Citibank Online will also work with the following:
Operating System
WIN XP
WIN 2K
WIN ME
MAC OS X
Internet Explorer
Version 6.0
Version 5.5 Version 6.0
Version 5.5
NA
Safari
Version 1.2
NA
NA
Version 1.2
Firefox Mozilla
Version 1.0.5
Version 1.0.5
NA
Version 1.0.5
Testing of Operating System and Browser combinations is carried out on a best endeavours basis. Citibank cannot guarantee that the abovementioned combinations will work in every situation as there are many variables such as browser plug-ins/overlays, anti-virus software, security and other patches to operating systems/browsers which cannot be tested in every single combination.
There is an extra feature added to Windows XP with Service Pack 2, which blocks Pop-ups. This prevention of Pop-ups may interfere with logging on to www.citibank.com.au.
There are also several new additions to commonly used toolbars e.g. MSN Messenger version 6.2 and 7.0, Yahoo and Google, which are preventing Pop-ups from appearing as a default
You can set Citibank online as a trusted Pop-up site using the following steps:
For Internet Explorer 6 on Windows XP:
1.
Select the 'Tools' option from the top of your browser window.
2.
Select 'Pop-up Blocker', and then click on 'Pop-up Blocker Settings...'
3.
Type the Citibank web address with an asterisk at the beginning (e.g. *.citibank.com.au) into the 'Address of Web site to allow box' then click 'Add'.
Aside from commonly used browser plug-ins such as Adobe Reader there is no special software required to use Citibank Online but it is important that your browser and operating system meet the recommended requirements mentioned above.
You can obtain a printed record of a transaction by selecting "GO TO Print Receipt" or "View Record" at the conclusion of the transaction. A second browser window will pop up, displaying the information, which may be printed using your browser's print command.
The browser's BACK and FORWARD navigation commands are disabled while you are signed-in to Citibank Online. Please use the navigation buttons presented within the Citibank Online window.
Please contact CitiPhone Banking on 13 24 84 or +61 2 8225 0615 (if outside Australia) with your technical question. Make sure your computer is switched on so a Customer Service Operator can assist you with your enquiry. Please have the following details ready:
•
Does your computer meet the minimum requirements for signing on to Citibank Online?
•
Do you encounter the same problem on another computer?
•
Date and time of incident/s
•
System Information
Operating System - Windows 95, 98, 2000, NT, ME, XP Service Pack 1 or XP Service Pack 2, MAC OS X (version 10.2x)
Browser - Internet Explorer 5.0, 5.5, 6.0, Netscape 4.7x or 7.0x
•
Details of problem
Problem description - please include the exact steps you have taken before the problem or incident occurred
Error messages encountered
Does the problem or incident occur before or after signing on to Citibank Online?
Does the problem occur intermittently, constantly, or did it occur once?
By telephone Contact CitiPhone Banking on 13 24 84 or +61 2 8225 0615 (if outside Australia) available 24 hours a day, seven days a week and speak to a Customer Service Officer.
•
Online Click here to email us at any time with your question.
Enjoy the convenience of banking anytime, anywhere with Citibank Mobile. Transfer funds, check your account balance and access a range of exclusive features available only to Citibank customers.
Explore our enhanced mobile banking app for iPhone and Android. We have listened to your feedback and made Citibank Mobile easier to use, improved the design and included functionality for COS (Citibank Online Saver) transfers.
Once you've registered for Citibank Online, you can access Citibank Mobile from your handset using the same User ID and Password. Simply visit the Apple App Store or Android Market and search for "Citibank AU" or visit mobile.citibank.com.au
Citibank Mobile provides customers with the ability to perform daily banking functions securely from their mobile phones - including checking account balances, viewing recent transactions and transferring funds. Citibank Mobile is available anytime, anywhere, delivering convenience for our customers.
Please contact CitiPhone Banking on 13 24 84 or +61 2 8225 0615 (if outside Australia) to confirm your instructions immediately. We remind our customers to ensure that transfers are accurate prior to submitting.
There is no charge for Citibank Mobile. As this functionality requires an internet connection check with your provider for their data download fees. Some transactions performed via Citibank Mobile may incur a charge. Please refer to Citibank's Fees and Charges Schedule to confirm transaction charges.
The terms and conditions for Citibank Mobile are contained in the Non-Cash Payment Facilities Terms and Conditions. We recommend that you read these terms and conditions carefully as they govern your use of Citibank Mobile. You are also advised to download and keep a copy of the Non-Cash Payment Facilities Terms and Conditions in a safe place for future reference.
You can access Citibank Mobile from anywhere in the world on a mobile handset that can access the internet. For security reasons, we strongly recommend you avoid using public or shared handsets when banking.
The following accounts can be viewed on Citibank Mobile: Any accounts linked to a Citicard (such as a Transaction account, Ready Credit or Revolving Mortgage) or Citibank Credit Card in your name.
If you are already registered for Citibank Online, you can start using Citibank Mobile by simply entering the same User ID and Password you use to access Citibank Online. If you haven't registered for Citibank Online click the below link.
Your card number is the 16-digit number that appears on your Citibank Credit Card or Citicard ATM/EFTPOS card. Your PIN (ATM PIN) is the Personal Identification Number issued with your card.
Your card and PIN will be verified for security when you register to use Citibank Online. Your CitiPhone Banking Self Service Telephone PIN (TPIN) will not work with Citibank Online as it is used in Telephone Banking.
Please contact CitiPhone Banking on 13 24 84 or +61 2 8225 0615 (if outside Australia we will accept a reverse charge call made through an international operator) immediately if you think your account details are being accessed without your authority.
There are many ways to ensure your account is secure when accessing Citibank Mobile. Visit Online Security to learn more about protecting yourself online and for more security tips.
You can transfer a minimum of AUD$10 per day. Transfers to other accounts are subject to a limit of AUD$10,000 per day. Please note that you may not transfer funds from your Credit Card account.
Provided there are funds available, you can use any of your Citibank accounts. Please remember some billers do not accept Credit Card payments. Always check your bill for the different payment methods available.
For transfers to accounts in Australia, you will need:
•
The BSB number of the receiving bank. This is a 6-digit number and indicates the bank and branch number that the funds are being transferred to the account number you are sending the funds to. Please ensure that the account number for the payee you establish is correct as Citibank will credit the account based solely on the account number and BSB provided.
•
For transfers to Citibank Australia accounts, you will only require the Citibank Australia account number. Please ensure that the account number for the payee you establish is correct, as Citibank will credit the account based solely on the account number provided.
Before making a transfer or payment on Citibank Mobile you will need to setup any Payee (including Billers) within the Manage Payee section of Citibank Online. Once a payee has been activated it will be available for you to select within Citibank Mobile. For further instructions on how to setup a new Payee view our Online Demo.
New payees must be setup on Citibank Online before they are viewable on Citibank Mobile. For further instructions on how to setup a new Payee view our Online Demo.
Any transfer made from your account will appear on your Account Details and Activity as a debit immediately, with the exception of Credit Card and Ready Credit accounts for which the details will be available within two business days. It is suggested you contact the Payee directly to confirm receipt of funds.
No, but you may use your Credit Card to pay accounts using the BPAY facility. Please note some billers do not accept Credit Card payments. Always check your bill for the different payment methods available.
If you are transferring to a Citibank Account overseas:
•
To transfer up to the daily limit of AUD$10,000 to a Citibank Account Overseas, select "Payments & Transfers" and then select the Overseas Payee - Citibank Global Transfer. Please ensure this payee has been setup through Citibank Online and has been activated with an Online Authorisation Code (OAC) or through a Customer Service Operator. Learn more about Citibank Global Transfers and participating countries.
If you are transferring to a Non-Citibank Account Overseas or a Citibank Account that is not supported by Citibank Global Transfers:
•
To transfer funds select "Bill Payments & Transfers" and then select "Transfer Money Abroad" in Step 1 and then enter details as required.
Transfers to another Citibank Account overseas within the $10,000 daily limit is free of charge. Learn more about Citibank Global Transfers.
Payments to other accounts outside Australia are sent by Telegraphic Transfer and normal Telegraphic Transfer fees will apply. Please refer to Citibank's Fees and Charges Schedule to confirm current Telegraphic Transfer fees.
Transfers to another Citibank Australia account are credited immediately. For transfers to another Australian bank account, the Payee would expect to receive the funds within two working days.
Citibank Mobile has been tested across a range of mobile handsets including, Blackberry, iPhone, Nokia, Samsung and other smart phones. View our online demo to learn more about using Citibank Mobile.
Citibank Mobile can be accessed from a number of smart phones. Simply enter www.mobile.citibank.com.au into the browser on your mobile phone and you will be able to access Citibank Mobile.
If you are having difficulty connecting to the internet from your mobile phone contact your service provider. If you are having difficulty accessing Citibank Mobile call CitiPhone Banking on 13 24 84 or +61 2 8225 0615 (if outside Australia).
By telephone Contact CitiPhone Banking on 13 24 84 or +61 2 8225 0615 (if outside Australia) available 24 hours, seven days a week and speak to a Customer Service Officer.
•
Online Click here to email us at any time with your question.
You can quickly and easily register for eStatements through Citibank Online and reduce the amount of mail you receive in your post box. Your statements are stored securely online and available at anytime for quick reference.
We are improving the way you receive your eStatements. From November your statement will be emailed as a secure PDF attachment directly to your inbox. All you need to access your secure statement is your eStatement Password and Adobe Acrobat Reader. You will need to make sure your email address and mobile phone number are updated.
Sign on to Citibank Online and select 'Statement Delivery Option' from the Account Services menu.
Change your delivery preference to 'Electronic Statement'.
Create an eStatement Password - this will be used each time your open your eStatement.
Your eStatement Password gives you access to the secure PDF you'll receive as an attachment to your eStatement email. You will need to enter your default password to access this PDF. For security purposes please make sure you update your eStatement Password by signing on to Citibank Online.
Your eStatement Password can be updated through Citibank Online. Simply sign on and select 'Statement Delivery Option' from the Account Services menu. Remember that once you update your password this will affect all future eStatements. For previous eStatements you will need to still enter your old password.
If we are unable to deliver your eStatement to the email address we have registered then we'll send you an SMS notifying you that your eStatement bounced. To update your email address or mobile phone number sign on to Citibank Online and select 'Update Contact Details' from the Account Service Menu.
You can change your statement delivery option at anytime through Citibank Online or by calling us on 13 24 84. Remember to update your contact details so your paper statement is delivered to the correct address.
Log into your Citibank Online account at www.citibank.com.au (If you are not set up for Citibank Online, register today at www.citibank.com.au/register. You will need your card number, ATM pin and account number. If you don't know your PIN please call Citiphone on 13 24 84 to obtain a new PIN before registering online.)
2.
Once you have logged on, click on the Account Services menu.
3.
Click on the Change my Statement Delivery Option link and select the Electronic statement with email notification preference. You will be required to confirm your email address, agree to the Electronic Communication Consent and have the option to opt in to receive exclusive Citibank offers and updates via email.
*Note: Your first eStatements will be available in your next statement cycle
Yes, your eStatements will only be available once you are logged into Citibank Online which offers the highest level of protection in its online banking system.
eStatements are automatically activated for all your accounts at the same time, so it would not be possible to have different options for various accounts.
Each month Citibank will email you when your eStatements is available to be viewed from your Citibank Online account. After logging into Citibank Online under Account Information > View Statement and choose the statement cycle required. You will have the option to view, save or print.
You can switch back to paper statements by logging into your Citibank Online account and selecting Paper Statements in the Account Services > Change my Statement Delivery Option link.
Citi Alerts is a great, free way, to keep track of your account activity. You can choose to receive email or SMS notifications on a range of credit card and banking account activities.
Sign on to Citibank Online and select 'Citi Alerts Profile' from the Account Services menu.
Check that your email address and mobile phone number are up-to-date.
Select 'Edit Alerts' and choose the alert you would like to receive and the notification method.
Save your alerts by selecting 'Next'.
You can also call us on 13 24 84 to enrol for Citi Alerts.
Citi Alerts is a free service available to all customers with a credit card or banking account. By enrolling in this service, customers are notified by email and/or SMS of certain account activities. Citi Alerts is a great way to track your account activity in real time.
If you don't want to receive a particular alert or alerts you have enroled for simply sign on to Citibank Online and update your 'Citi Alerts Profile'. You can also call us on 13 24 84.
The primary account holder will receive an alert to their registered email and/or mobile phone number. This service is not available for additional card holders.
If your contact details change it is important you update your email and mobile phone number to ensure you continue to receive alerts. Simply sign on to Citibank Online and select 'Update contact details' from the Account Service menu to update your details or call us on 13 24 84.
Watch our interactive tutorials and learn step-by-step how to use Citibank Online and Citibank Mobile.
Check your account balance and recent transaction details, download your account activity to your personal computer and even save and print your account statements.
Stay in control of your credit card with this handy tool. Set personal budget limits across a wide range of categories and monitor your credit card spending.This feature will be available soon.
Enjoy clearer organisation of your payments and transfers with the new 'Calendar View'. The calendar provides an at-a-glance view of your scheduled account activity for the month ahead.
Learn how you can make transfers from your mobile device while on the move. Transfer between your Citibank accounts to any other bank accounts in the world or pay a bill quickly and easily using BPAY.
Access Citibank's dining program at anytime with Citibank Mobile. View our partner restaurants, their location and exclusive offers such as a complimentary bottle of award winning wine.
Learn how you can make transfers from your mobile device while on the move. Transfer between your Citibank accounts to any other bank accounts in the world or pay a bill quickly and easily using BPAY.
To improve your safety when shopping online, Visa and MasterCard offer an exclusive service to keep you protected - Verified by Visa and MasterCard SecureCode. All Citibank credit card customers are automatically enrolled for this service, so you don't need to register separately.
When you're shopping online at participating retailers*, we may request a unique One Time Password (OTP), as an additional security measure to confirm the transaction is genuine.
When you're finalising your online purchase an OTP will be sent by SMS to your mobile phone, therefore please ensure we have your correct mobile number. Either sign on to Citibank Online or call us on 13 24 84 to update your contact details
Once you've enter your unique OTP you can continue your online shopping.
Every time you shop with participating retailers*, you may be sent a new OTP. This helps to improve your online security by providing an extra level of protection.
The OAC is a security feature of Citibank Online that provides added protection when adding a new payee. Should someone gain unauthorised access to your account and attempt to add a new payee, they will not be able to setup a payee and transfer any money out of the account. With the OAC you are protected from online fraud.
Customer Alert:
Beware of suspicious telephone calls. Citibank won't contact you by phone with the offer of a preapproved credit card. If you receive a phone call from someone offering you a preapproved Citibank credit card - on the basis you supply them with personal information such as drivers licence, address details, income details - report it to the police or contact Citibank on 13 24 84.
Protect your identity by keeping your personal data in the right hands. For more information view the Australian Bankers Association fact sheet on protecting your identity.
It is important you protect your computer and information with some easy-to-use tools such as firewall programs, email filters, anti-virus software and spyware filters.
•
Review your account statements as soon as you receive them and notify Citibank immediately of any unauthorised transactions.
•
Always type www.citibank.com.au into your browser when signing on to Citibank Online.
While Logged On to Citibank Online
•
Citibank will never send you emails containing links. It is important not to click on any links to Citibank Online from an email
•
Keep your ATM PIN secure and never disclose it to anyone
•
Do not select an easily identifiable ATM PIN like 1111, 1234 or dates of birth
•
Before submitting information through a website, look for the "padlock" icon on your browser's status bar or that the website address starts with "https://" and not just "http://"- when such security details are present, your information is in a secured session
•
Contact CitiPhone immediately on 13 24 84 (+61 2 8225 0615 if calling from overseas) if you notice a discrepancy in the date and time of your last sign in. This information is found at the top of the "My Home" page after you login to Citibank Online
•
Misspelled words either in the email message or within the website may signal a potential scam
•
Always exit Citibank Online by clicking on the "sign-off" option, do not just close your browser
•
Report all suspicious emails by forwarding them as an attachment to Citibank: spoof@citicorp.com - for further investigation and action
•
If you suspect your account has been compromised in any way, call CitiPhone immediately on 13 24 84 (+61 2 8225 0615 if calling from overseas).
Customers should understand that Citibank will never send emails to customers to verify personal and/or account information.
It is important you disregard and report emails which:
•
Request any customer information - including your ATM PIN or account details. Therefore, customers should not reply to emails that request such information
•
Advise you to contact a phone number to verify your card or account details. Always call CitiPhone on 13 24 84 (+61 2 8225 0615 if calling from overseas)
•
Send emails to customers instructing them to login or apply for a product via a link in an email. Therefore customers should not click on such links.
Contact CitiPhone immediately on 13 24 84 (+61 2 8225 0615 if calling from overseas) if you suspect your personal or account data has been compromised.
How Citibank is protecting you
Citibank is committed to providing a secure banking environment for our customers. Citibank uses the latest technology and systems to deliver a range of security initiatives as part of an ongoing program to enhance the security of our online banking website.
•
All communication sent from your computer to our secure systems is encrypted to ensure the confidentiality of all data sent and received
•
Citibank's dynamic on-screen keyboard, found on the sign on page of Citibank Online, is a means of protecting your password when you enter it. This sign on method consists of an on-screen keyboard from which your password is entered with your computer's mouse, rather than a keyboard which can be more easily targeted by key logging software
•
A digital certificate (found by clicking on the Padlock Icon in the Status Bar at the foot of the page ) is used to verify the identity and authenticity of Citibank's websites
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Immediately upon signing in to Citibank Online, the "My Home" page details the date and time of your last sign in. Contact CitiPhone immediately on 13 24 84 (+61 2 8225 0615 if calling from overseas) if you notice a discrepancy in the date and time of your last sign in
•
A security feature unique to Citibank is the Online Authorisation Code which provides added protection when performing third party funds transfers
•
The Citibank Online website is constantly monitored by dedicated personnel 24 hours a day who review the website to identify opportunities to enhance the site's security and to maintain all the internet banking services available for our customers
•
Citibank customers are able to contact CitiPhone 24 hours a day, seven days a week for assistance with any queries.
If you believe your account has been compromised in any way, call CitiPhone immediately on 13 24 84 (+61 2 8225 0615 if calling from overseas)
For more information the following websites are also available:
Email fraud - spoof (also known as phishing or hoax)
A spoof website is one that mimics a popular company's website to lure one into disclosing confidential information. To make spoof sites seem legitimate, thieves use the names, logos, graphics and even code of the real company's site.
Although they can be difficult to spot, these sites generally ask you to click a link to a spoof website and request you provide, update or confirm sensitive personal information. As bait, they may allude to an urgent or threatening condition concerning your account.
Signs of a spoof email
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There may be a sense of urgency. Example: Your account will be closed or temporarily suspended or you will be charged a fee if you do not respond
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Advise customers to contact a phone number to verify your card or account details
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There are embedded links that look legitimate because they contain all or part of a genuine company's name. These links may take you to spoof sites that ask you to enter, confirm or update sensitive personal information
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There may be obvious spelling errors. These errors enable spoof emails to avoid the spam filters that internet service providers use.
If you've received one of these emails, please forward it to spoof@citicorp.com. As email spoofs continuously evolve, providing us with examples will help our ongoing investigations. Email spoofs can continually evolve, and even slight variations, like differences in the embedded links, will aide our investigations.
Customers should understand that Citibank will never send emails to customers to verify confidential, personal or account information.
If you believe your account has been compromised in any way, call CitiPhone immediately on 13 24 84 (+61 2 8225 0615 if calling from overseas)
For more information the following websites are also available:
The OAC is a security feature which ensures that, should someone gain unauthorised access to your account, they will not be able to set up a payee and transfer any money out of the account. The OAC provides enhanced security to protect you from online fraud.
Before you transfer funds to any new payee, you will need to add the payee to your list, obtain the OAC and then activate the payee. This only needs to be done once for each new payee. The OAC obtained for each payee added, will be different every time.
The OAC will be delivered immediately to your e-mail so that you can activate your payee and transfer funds straight away. If you do not receive the OAC by e-mail contact CitiPhone to have your payee activated without delay. CitiPhone will activate your payee and will confirm your current email address for future reference.
If you have changed your email or mailing address with Citibank recently, you may not have received the OAC through email or letter. You will need to contact CitiPhone on 13 24 84, to activate your new payee.
You can also update your current email and mailing address at www.citibank.com.au. Sign on to Citibank Online, select Change My Contact Details and enter your new details.
Citibank customers can now receive Online Authorisation Codes on all international mobile numbers when setting up payees, optimised for the following 13 countries: China, Hong Kong, India, Indonesia, Japan, Korea, Philippines, Singapore, Taiwan, Thailand, UK, US, Vietnam.
Simply update your contact number with the country code (without the + sign) and your mobile number (with or without the first 0) for example: 61 0418 888 888 or 61 418 888 888
If you receive a suspicious email that appears to have been sent by Citibank, contact CitiPhone immediately on 13 24 84 (+61 2 8225 0615 if calling from overseas). Forward all suspicious emails as an attachment to spoof@citicorp.com for further investigation and action.
You can verify that you are communicating with a genuine financial institution by examining the website certificate during a secure session. This will verify the identity of the specific website you are accessing as well as validate that the site is secure and genuine. It also ensures that no other website can assume the identity of the original secure site. Please refer to your internet browser's documentation for instructions on how to view a certificate. Always ensure that you are using a secure website when submitting credit card or other sensitive information. To make sure you are on a secure web server, check the beginning of the website address in your browser's address bar - it should read https://, rather than just http://.
Web browsers use standard security protocols like Secure Socket Layer (SSL), and Secure Hyper Text Transfer Protocol (S-HTTP) to enable private information to be transmitted safely over the Internet. When you visit a website with the SSL protocol, a secure connection is created between your computer and the website server you are visiting. Once this connection is established, you can transmit any amount of information to the web server safely. In contrast, the S-HTTP is designed to transmit individual messages securely.
For most web browsers such as Microsoft Internet Explorer and Netscape Navigator, a secure, encrypted session will be indicated by a closed padlock or an unbroken key icon that appears in the lower left or right hand corner of the browser window. You should also check the address bar of your browser. If the website address starts with "https://" rather than the standard "http://" then the session is secure.
Some phishing attacks use viruses and/or Trojans to install programs called "key loggers" onto your computer. These programs capture and send out any information that you type to the phisher, including account numbers, usernames and passwords. In this case, you should:
Install and/or update anti-virus and personal firewall software
Update all virus definitions and perform a full scan
Digital certificates are issued by extensively audited and controlled certification authorities to authenticate a website or elements of websites. The certificate identifies the originator of the site and verifies that it has not been tampered with. When your web browser is presented with a certificate, it will check to see if a legitimate certification authority issued the certificate. If there is a match, your session will continue. Otherwise, your browser will issue a warning, and your safest action is to cancel your activity.
If a secure session is established and the information is encrypted during transmission, then others will not be able to view your information. However, you should be aware that some web browsers will store information on your computer even after you are finished conducting your online activities; this is called caching. Therefore, you should close your browser once you are finished using the Internet, particularly if you visit secure sites to conduct financial transactions, check account balances or view any other information that you regard as private and confidential.
Email sent over the Internet is generally not secure unless it is encrypted. In reality, most email programs currently do not have this capability. As most email transmissions are not secure, you should never send any personal or financial information, such as your credit card number, over email.
For more information the following websites are also available:
Verified by Visa and MasterCard SecureCode is a new product feature which provides added security when shopping online. This means only you can use your Citibank card online, giving you the same confidence you have when using your card in an actual store. When you're shopping online at participating retailers*, we may request a unique One Time Password (OTP) from you to confirm that the transaction is genuine and that you are the one using your card. This OTP will be sent to your mobile phone during the 'checkout' process.
No, you don't need to register as this is now a feature of your Citibank Visa or MasterCard and you have been automatically enrolled. However, you do need to ensure that we have your current mobile number, and the mobile numbers of any additional cardholders. This is to ensure all cardholders can receive unique OTPs when transacting with participating retailers*.
These extra security steps are now an automatic part of how Visa and MasterCard operate online. They have been introduced to help increase the safety of your money when shopping online. Therefore, as a product feature, you are unable to opt out.
If you do not have a mobile phone, and you are transacting online with a participating retailer*, you will not be able to complete the transaction. However, most retailers accept payment by other methods, such as over the phone, and you will be able to use your Visa or MasterCard to transact in those ways.
No, the changes will only affect online purchases with a select group of retailers who have chosen to participate in the Verified by Visa and MasterCard SecureCode programs. All other transactions, such as BPAY and funds transfer, will not be affected.
If you update your mobile number by calling us on 13 24 84, you will be able to transact immediately with participating retailers*. If you update your mobile number online, it will take up to 48 hours for your mobile number to be updated in our system, after which you will be able to transact with participating retailers*.
If you do not have a mobile phone, and you are transacting online with a participating retailer*, you will not be able to complete the transaction. However, most retailers accept payment by other methods, such as over the phone, and you will be able to use your Visa or MasterCard to transact in those ways.
You have up to two minutes after you've received the SMS with your OTP to enter it. After two minutes, the OTP expires and you will have to request a new one.
If you have deleted, or do not receive your OTP, you can simply request another OTP to be sent to your mobile phone. To do this, simply click on the 'Regenerate OTP' button located at the bottom right hand side of the screen. A new OTP will then be sent to your mobile phone. You will have three attempts to submit the correct OTP before the transaction is declined.
When a payment can't be processed, there can be a number of reasons. If your payment is unable to be processed due to your mobile number not being up to date, a customer service operator can immediately update your mobile number. You'll then be able to complete your transaction.
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) is used to verify the identity and authenticity of Citibank's websites 
