CARDS FAQs

Find the answers to your Cards questions.

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Find the answers to your Cards questions. Rethink banking.

We're here to assist you in finding the information you need about Citi Credit Cards. You can choose one of the options below or for general enquiries, you can browse through our Online Service Desk, email us, or call us anytime on 13 CITI (13 24 84).

How to Apply

The application process should take around 15 minutes to complete if you have all of your personal information ready. Once you have applied you will receive a response in approximately 60 seconds.

Once you've submitted your online application, you'll receive a confirmation email containing your Application Reference Number, and a link which you can use to check the status of your application online.

To save your application you can click 'Save' at any time throughout the application process.

Please ensure that your email address is entered in the save pop up box, otherwise you will not receive the e-mail containing your Application Reference Number. This number is required to retrieve your application at a later stage.

We will hold your application for 30 days. After that time it will be deleted permanently from our system. Please note that you will no longer be able to retrieve or access your application after it has been deleted.

If you do not have your Application Reference Number you will not be able to access your application and will need to start your application again.

To retrieve your saved application, click the link provided in the email you received containing your Application Reference Number. You will need to complete a verification step to ensure that the correct application is being retrieved.

Document upload allows you to submit the documentation required to support your application. You also have the option to email, fax or post your documents.

In order to assess your application we need to verify your identity and income details.

There are two options for uploading your documents:

When applying for a card after you have completed the application form, you will be provided with the option to upload documents directly.

After you have submitted your application you can upload your documents at a later stage by clicking the link in the application confirmation email you received.

The list below outlines what is required depending on your employment type. Please note that we may need to contact your employer and/or your accountant to confirm your income and employment details. Please let them know in advance so that we can finalise your application.

All applicants (please supply all of the following):

  • Proof of address: driver's licence (including the back of the driver's licence to show change of address if applicable) or most recent electricity or utility bill
  • Proof of residency: Medicare Card or Passport (if your passport is not Australian, please also provide a copy of your visa)
  • Proof of income: see below options depending on your employment status

Full or part time employees (please supply any one of the following options):

  • Two pay slips less than 60 days old (preferred), or
  • Letter of employment (should indicate annual income and employment status), or
  • Three months of applicant's bank statements showing the regular income, or
  • Most recent Individual Tax Return, or
  • Most recent PAYG payment summary (group certificate), or
  • Most recent Individual Tax Assessment Notice

Self-employed or sub-contractors (please supply any one of the following options):

  • Two most recent Tax Assessment Notices, or
  • Two most recent Income Tax Returns, or
  • Two most recent Business/Company Profit and Loss Statements

Casual or temporary employees and contractors (please supply any one of the following options):

  • Two most recent Tax Assessment Notices and two most recent pay slips, or
  • Two most recent PAYG payment summaries and two most recent pay slips

Retirees and self-funded retiree (please supply any one of the following options):

  • Annual superannuation statement which includes an indexed pension amount, or
  • Most recent Pension statement, or
  • Three months of personal bank statements showing regular credit or cash deposits, or
  • Most recent Self-managed Superannuation Tax Returns less than 15 months old.

The above FAQ lists a wide selection of documents that you can provide us to ensure that we can verify your identity. If you do not have any of these documents then we will be unable to verify you and we will not be able to progress your application.

The maximum file size is up to 1 MB in size.

Yes, you will receive a notification via SMS or email outlining any further documentation required. The required document will be specified in the email. If we have received enough information to proceed then you will not receive this communication.

If you misplace your Application Reference Number you can find it in the application confirmation email we sent to the email address you supplied. Alternatively, contact us on 13 24 84 and we will be able to provide you with your Application Reference Number to proceed with the document upload.

Rates, Fees and charges

For more information on the fees and charges involved with any Citi Credit Card, view the Citi Fees and Charges.

Citi will charge your annual primary cardholder fee to your account on first use of your account, including when you activate your card, and then on each anniversary of the date Citi approved your account.

If you have additional cardholders on your account, your annual additional cardholder fee will be charged to your account when the additional card is issued, pro rata up to the next anniversary of the date on which your account was approved and then payable with the annual fee.

You enjoy up to 55 days interest-free on all purchases, providing you repay the balance of your card in full each month, on or before the due date. Interest-free periods are not applicable for any cash withdrawals, balance transfers or bank cheques. These transactions incur interest from the date the transaction is made (regardless of whether the account is repaid in full each month). Interest is charged on retail purchases if the statement's full closing balance is not repaid by the due date.

Managing Your Account

Internet banking - Citibank Online

Citi Online is our secure internet banking facility. This fast and convenient service allows you to:

  • Check your account information
  • View details, activity and your statement
  • Order a statement, cheque/ deposit book or bank draft/ cheque
  • Pay bills via BPAY
  • Add, activate, view or delete a payee
  • Change your contact details or ATM PIN
  • Perform fund transfers between your accounts, to another Citi customer, to another Australian bank, to a Citi account overseas or transfer money abroad
  • Create, view, change or cancel a recurring transfer to another bank account.

Note: You can BPAY up to your credit limit on your Citi Credit Card.

Phone Banking

You have the freedom to access all your account information and make transactions on your account whenever you want by calling CitiPhone on 13 24 84 (or from overseas on +61 2 8225 0615). You'll need a touch-tone telephone, your Citicard or Citi account number and your Telephone Personal Identification Number (TPIN). If you can't remember your TPIN, simply call CitiPhone and we can reset this for you over the phone.

Funds Transfer

You can make a funds transfer from either:

  • A linked Citi account (not Credit Card or other Ready Credit) through Citibank Online or CitiPhone Phone Banking. To transfer funds from an existing Citi account, sign on to Citibank Online or phone 13 24 84 to use CitiPhone Banking, then follow the prompts.
  • Another bank account. If your other institution provides online banking, you can elect to make a BPAY Payment from your nominated account to your Citi account. Simply enter the following information:
    • Citi Biller Code is 49502
    • Your 16-digit Citi Credit Card number

By Mail using a Cheque

You can post us your payment by enclosing your completed Remittance Advice provided with your monthly statement (for Credit products only) or deposit split (see below for more information on deposit books) and mail with your cheque (no notes or coins accepted) to the following address for each of the following products:

Citi
GPO Box 749F
Melbourne VIC 8105

Please make your cheque payable to your Citi account number and specify your account type e.g. Citi Gold Credit Card account number. It would also assist us in processing your payment if you write the actual account number on the back of your cheque.

Cheques payable to the accountholder may also be accepted (e.g. dividend cheque, Medicare refund, etc) but cheques payable to a third party will not be accepted.

For more information on cheque clearance times, visit our Cheque Clearance page.

Australia Post

You can make payments at any Australia Post office displaying the Bank@Post™ symbol using cash or EFTPOS will be processed immediately. Remember to take your Credit Card with you for a faster transaction.

For payments made at any other Australia Post using cash or EFTPOS, please allow 48 hours for the payment to reach your account. When paying by cheque at any Australia Post office, please allow seven business days for the cheque to clear. However, funds will be considered received the day the cheque is deposited.

BPAY®

Bpay® If you are registered for internet and/or phone banking with the financial institution that holds the account you want to pay from you can use Bpay® to make repayments. Just follow the simple prompts and enter Biller Code 49502 followed by your 16-digit Citi Credit Card number as your Customer Reference number.

Easi-Pay Download Credit Card Easi-Pay application form (Adobe PDF, 507 KB)

If you have chosen to make your repayments using our direct debit service Easi-Pay, your repayments will automatically be made on time from your nominated bank account. Using Easi-pay avoids the hassle of remembering to make repayments each month, and helps prevent incurring unwanted late fees. Please ensure there are sufficient funds in the account on the monthly due date.

Your minimum monthly repayment is (rounded up to the nearest dollar):

  • The greater of $30 and 2.00% of Card Balance; or
  • Where a Late Payment Fee is charged, the greater of $30, and the sum of 1% of the Card Balance, Late Payment Fee and interest charged for that month; or
  • The Card Balance if it is less than $30, plus any Monthly Instalment for that month.

Card Balance - the Closing Balance less any Instalment Loan balance and Monthly Instalment for that month. Payment is due on the date specified on your Credit Card statement.

Visa payWave is the latest in secure, contactless technology. For transactions under $100, just wave your Visa payWave-enabled card in front of a Visa payWave reader and go - there's no need for a signature or PIN. If you would like to know more about Visa payWave click here.

MasterCard PayPass is the fast, convenient and secure way to pay when you're on the go. To make sure PayPass transactions are as simple and convenient as cash, a signature or PIN is not needed for transactions below $100. For purchases of more than $100, you'll be asked to sign or enter your PIN just as you would for any other MasterCard transaction. If you would like to know more about MasterCard PayPass click here.

BPAY lets you pay your bills at your convenience. Learn how to set-up a bill payee and pay your bills quickly and easily with the BPAY interactive tutorial.

Easi-Pay is Citi's convenient Direct Debit facility which enables you to make regular payments to your Citi account automatically debited from your nominated bank account held within Australia. To set-up this facility:

  • Login to Citi Online
  • Select Account Services from the top menu
  • Select Credit Cards from the sub-menu
  • Select Payment Options from the links provided
  • Select the 'Easi-Pay' link to complete our online application form.

Please Note: If you make any manual payments between due dates, then Easi-Pay will only draw the difference between the amount of the manual payments and the Easi-Pay amount.

To view and print copies of your card statement, simply log onto your account at Citi Online, click on the 'Account Information' tab followed by the 'View Statement' tab and follow the prompts to download your statement in a printable PDF format. Alternately, contact CitiPhone on 13 CITI (13 24 84) to have a copy of your statement mailed to you within 5 to 7 working days. This will involve a fee of $7.00 per Credit Card account statement request.

You can make withdrawals from your Citi Credit Card account via:

  • ATM/ EFTPOS - With your Citi Credit Card and your ATM PIN, you can withdraw cash up to $1,000 per day at any ATM that displays the VISA or MASTERCARD symbol. Standard cash advance fees and charges may apply.

When overseas, you can also access cash from any ATM that displays the Plus, Star or NYCE symbols. For transactions overseas, currency conversion fees may apply.

Australia Post - With your Citi Credit Card and your ATM PIN, you can withdraw cash up to $1,000 per day. Standard cash advance fees and charges may apply.

Over the counter - You can make withdrawals at any bank in the world that displays the VISA or MasterCard logo (photo identification required). Your Citi Credit Card and ATM PIN will be required. Fees and charges may apply.

  • Other banks - You can withdraw cash from your Credit Card over the counter at any bank displaying the Visa or MasterCard symbol. Simply present your card and some photographic ID. Standard cash advance fees apply (please see our rates and fees page).

You should check your statement against your personal records, as soon as possible to ensure that you recognise all transactions. If you don't recognise a transaction, call CitiPhone straight away on 13 24 84. Alternatively, you may wish to contact the merchant directly and to try and resolved the dispute yourself.

Please also be aware, if you have a recurring bill payment being debited from your account that you wish to cancel, we also suggest that you contact the biller or merchant responsible for debiting the amount in order to cancel the request.

Your Citi Credit Card provides the option of having up to 4 Additional Cardholders linked to your account. It's a convenient way of ensuring family members have access to finance when they need it. Additional Cardholders will be issued with their own Citi Card, though any transactions made using these cards will be separately itemised on your card Statement, making it easy to manage your finances. Additional Cardholders must be aged over 16.

Please also be aware, if you have a recurring bill payment being debited from your account that you wish to cancel, we also suggest that you contact the biller or merchant responsible for debiting the amount in order to cancel the request.

Exclusive benefits include Credit Limits up to $60,000 for the Gold Card and up to $100,000 for the Platinum Card; and free International Travel Insurance1.

All Citi Credit Cards are accepted at over:

  • 400,000 locations including shops, restaurants, hotels etc in Australia
  • 10 million establishments overseas
  • Citi is the world's largest issuer of bank Credit Cards and the Citi Group is represented almost everywhere in the world, which means customers:
  • Can always get information or assistance if they need it
  • Can be assured their Citi card will be recognised by merchants worldwide

You can withdraw cash using your Citi Credit Card at any ATM that displays the VISA or MASTERCARD symbol. Standard cash - advance and currency conversion fees will apply. When overseas, you can also access cash from any ATM that displays the Plus, Star or NYCE symbols. In an emergency, contact CitiPhone immediately on +61 2 8225 0615.

Please note: If you are travelling overseas and planning to use your Citi Credit Card, Visa Debit or Debit Card, it is important for you to know that many overseas retail outlets will ask you to enter your PIN rather than allowing you to sign. We suggest you memorise your PIN before leaving Australia. If you do not have a PIN, contact CitiPhone on 13 24 84 to obtain one.

How to Apply:

  • Sign on to internet banking, go to 'Account Services', then 'Credit Cards' and choose Platinum Upgrade option, or
  • Call CitiPhone on 13 CITI (13 24 84), or
  • Complete and mail or fax back an application form: Platinum VISA.

All upgrades are subject to Citi's Credit criteria. Please allow 5-10 working days for us to assess your application.

Credit Limits

After owning your Citi Credit Card for 9 months, you can request an increase in your credit limit - providing even more convenience!

How to Apply:

  • Sign on to internet banking, go to Account Services, Credit Cards and choose the Credit Limit Increase option, or
  • Call CitiPhone on 13 CITI (13 24 84), or
  • Complete and mail or fax back the application form: Credit Limit Increase.

An increase in your credit limit will be approved subject to Citi's lending criteria. If you apply online, an approved credit limit increase is effective immediately. If requesting a credit limit increase through CitiPhone or via mail or fax, please allow 5 to 10 working days for us to assess your application.

Please note that:

  • A minimum of 9 months from account opening date and 6 months from last increase are required before an increase will be considered
  • Currently, the maximum increase at any one time is 50% of the existing limit
  • Under ACT legislation, Cardholders who are ACT residents must apply for any increase in writing
  • Credit Limits cannot be increased by more than the product maximum (i.e. Silver is $10,000).

You can request a decrease on your Credit Limit over the phone or by mail. The credit limit cannot be any lower than the product minimum (i.e. the lowest credit limit on a Gold card is $5,000).

About Citibank Online

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.

If you have any payment that you make on a regular basis, you can save these as a 'Favourite Payment' for quick and easy access.

To add a Favourite Payment, go to 'Payment & Transfers'. Under the 'Quick Actions' section, click the 'Make a Payment/Transfer' option.

To the right of your screen, you will see the 'My Favourites' section. To add a new Favourite, click the 'Manage' link.

Select your 'To' and 'From' accounts, specify the amount and click 'Add one Favourite' to save.

Global View of Accounts is a service provided for Citigold customers, which allows several Citi 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.

Funds Transfer

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.

Citi Global Transfers make instantaneous funds transfers possible to any Citi account in the world. First, simply add and activate your payee. Next, go to the 'Bill Payments and Transfers' tab and follow the steps.

The 'Transfer Money Abroad' service is a convenient way of sending money to a non-Citi account overseas. Please note that charges may apply.

If your credit card is lost or stolen please call CitiPhone as soon as possible on 13 CITI (13 24 84) - 24 hours a day, 7 days a week (or from overseas on +61 2 8225 0615). One of our Customer Service Officers will immediately block your old card and re-issue you with a new card. Allow up to 5 working days for the new card to arrive in the mail.

In addition to blocking your card, the Customer Service Officer will enquire about all recent activity on your account. This lets us fully investigate any unrecognised transactions made with your Credit Card.

Further information about liability for card transactions is contained in your account terms and conditions.

Our Security Guarantee ensures cover under a range of different circumstances, allowing you complete peace of mind at home and abroad, on-line and off.

FRAUDSHIELD®

If we detect any irregular transactions on your Account, we will call you immediately, even if you're overseas (if we have your contact details). All you need to do is call CitiPhone Banking on 13 CITI (13 24 84), and provide your contact details before you travel.

Purchase Cover4

If any items are lost, stolen or damaged within three months of purchase on your Citi Credit Card, we'll arrange for them to be repaired, replaced, rebuilt or reinstated, free of charge, anywhere in the world (available on Silver, Gold, Platinum, Clear Platinum, Emirates Citi Platinum and BP-Citi Mastercard).

Emergency Card Replacement5

If your Card is lost or stolen, in most cases we can cancel and replace your Card within 48 hours in almost any location, free of charge. If you are overseas you can report the loss to any bank or financial institution displaying a VISA or MasterCard sign.

Credit Insurance

Credit insurance lets you relax knowing that if the unexpected were to happen to you, the outstanding balance of your credit card or flexible personal loan may be covered. Learn more about credit insurance here.

In an emergency, contact CitiPhone immediately on 13 CITI (13 24 84) if in Australia, or if overseas call CitiPhone on +61 2 8225 0615.

Secure Chip Technology and Chip Credit Cards

Secure chip technology is fast becoming the global standard for Credit Card security. The new technology uses a microchip embedded in your Credit Card to store your card's data, providing far greater security against card fraud than a magnetic strip.

Our Security Guarantee ensures cover under a range of different circumstances, allowing you complete peace of mind at home and abroad, on-line and off.

A chip Credit Card features an embedded microchip, which is used to securely store your card's data. The chip is far more secure than a magnetic stripe, making it much harder to fraudulently copy the details of your card.

The chip on your Credit Card will store the same details that would normally be contained on a magnetic stripe including your name, card number and card expiry date.

All new Citi Credit Cardholders will automatically be issued with a chip Credit Card. All existing Citi Credit Cardholders were issued with a new chip Credit Card in August and September 2008. If you do not have a chip Credit Card please call 13 24 84 to request a replacement card. Please note that when your existing Credit Card expires you will automatically be sent a replacement card that will have a chip.

No, there will be no additional charges to receive or use your new chip Credit Card. The normal fees and charges associated with your Credit Card account will still apply.

Your recurring payments will continue to function as they do today. Your chip Credit Card will not impact them in anyway.

No, your existing PIN can be used with your new chip Credit Card. If you have forgotten your PIN, you can request a new one when you activate your new card.

You can use your new chip Credit Card in the same way you use your current Credit Card. However, merchants across Australia will soon begin utilising chip technology, changing the way they process chip Credit Card transactions.

The new process will be as follows:

  • The merchant will insert your chip Credit Card into the EFTPOS terminal
  • Your card will remain in the terminal throughout the entire transaction
  • You can then choose to sign the receipt or enter your PIN for verification
  • Once the transaction is complete, the merchant will return your card

Yes, in Australia you will still be able to use your card by swiping the magnetic stripe at an EFTPOS terminal.

Yes. There is no change to the way you use an ATM in Australia or overseas. Simply continue your ATM banking requirements as usual.

Yes, secure chip technology and chip Credit Cards are fast becoming the global standard in the effort to minimise card fraud. Chip cards are prevalent in both Europe and Asia.

Many countries have now chosen to focus on secure chip and PIN technology, so it is strongly recommended that if you do not know your PIN, you request one prior to travelling overseas. We recommend this because in some countries, a transaction performed with a chip Credit Card can only be completed with a PIN and not a signature.

My OFFERS is an exciting new feature available to Citi Online customers. It lets you take advantage of great pre-approved offers you may be eligible for including Balance Transfer deals, Credit Shield and a variety of insurance products.

Simply sign on to Citi Online and click on My OFFERS to discover the best Credit Card, Mortgage and Deposit options available for you. Or follow the link for 'More Credit Card Offers' to learn more about the Citi Credit Card offers available to you.

MY OFFERS is easy to use. Simply click on any offer that interests you to find out more. If you would like to accept an offer, click on 'Continue' and follow the prompts all the way through to 'Confirmation'.

You can certainly request a higher limit than the one we have offered. To do this, click 'Select different amount' - located below the limit we have offered - and enter your preferred Credit Limit.

As you are applying for a Credit Limit that is higher than the one we have offered, we will require additional details about your financial position. These details can be provided on the page that follows your request for a higher limit. We will then assess the information, and if approved, we will process your request within 10 working days.

Each month we refresh the offers on your account. The Credit Limit offered may change based on your account activity including how often you use your Credit Card, your total purchases and your credit payment history.

Of course you can! You may accept any number of offers listed on the MY OFFERS page of your online account.

You can use your Credit Limit within 24 hours of accepting it. However, if you would like to request a limit higher than the pre-approved amount, we will require additional details about your financial position. We will then assess your requested limit and if approved, process your request within 10 working days.

When you accept an upgrade along with an increased credit limit, your increased credit limit will only be available when your new card arrives and you have activated it. You will receive your new card in the mail within 10 working days.

Rewards Program

Feel free to browse through our frequently asked questions for our complimentary Citi Rewards program. You can also search through the general Credit Cards frequently asked questions, or for general enquiries visit our Online Service Desk, email us, or call CitiPhone anytime on 13 CITI (13 24 84).

Rewards membership

Yes, if you upgrade from a Citibank Rewards Credit Card - Classic to a Rewards Platinum or Signature, your points will be automatically transferred to your new card. Your points will show on your next credit card statement.

Redeem Rewards

Disclaimers:

  1. International Travel Insurance is underwritten by Zurich Australia Insurance Limited (ABN 13 000 296 640 AFSL No. 232507) 5 Blue Street, North Sydney, NSW, 2060, and is subject to the Terms and Conditions and exclusions contained in the Policy of Insurance. Please check the Policy conditions to ensure eligibility for cover. As these services are provided by third parties, Citi accepts no responsibility for their availability, quality, use or the result of any medical, legal or transportation facilities. Please refer to the Terms and Conditions sent to you at card opening for a full explanation of cover and exclusions or download the Policy for Gold Card Travel Insurance Terms and Conditions or Platinum Card Travel Insurance Terms and Conditions.
  2. PhotoCard - Terms and Conditions apply.
  3. Purchase Cover is underwritten by Zurich Australia Insurance Limited (ABN 13 000 296 640 AFSL No. 232507), 5 Blue Street, North Sydney, NSW, 2060, and is subject to the Terms and Conditions and exclusions contained in the Policy of Insurance with Citigroup Pty Limited. Cover includes most items unless specifically excluded in the Policy of Insurance. As these services are provided by third parties, Citi accepts no responsibility for their availability, quality, use or the result of any medical, legal or transportation facilities. Please refer to the Terms and Conditions for a full explanation of cover and exclusions. Download the Policy for Silver and BP-Citi Card Purchase Cover Terms and Conditions; Gold Card Purchase Cover Terms and Conditions; or Platinum Card Purchase Cover Insurance Terms and Conditions.
  4. Emergency Card Replacement - Terms and Conditions apply.