HELP AND SUPPORT

To update your contact details and/or mailing address, simply sign into Citibank Online and follow the steps below:

Step 1: Click 'Services' menu and select 'My Profile'
Step 2: Click 'Personal Information' and select 'View / update details'
Step 3: Authenticate yourself using a "SMS One-Time PIN"
Step 4: Click 'Update Information' then update the required fields (eg Mobile number or Address). Once completed, click 'Continue'
Step 5: Verify your changes are correct, then click 'Continue'

Bank on the Go with Citi Mobile ^® Token

Generate a One-Time PIN without your mobile phone requiring an internet connection or network coverage. The Citi Mobile Token can only be accessed through the mobile app and is a faster way to generate your One time PIN (no more waiting for an SMS to get this)! The Mobile Token allows for convenient online banking and can save you time especially when you want to update your contact details with us and no longer have access to your old phone number.

Step 1: Log in to your Citi Mobile ^® App
Step 2: Go to Profile / Settings and select "Manage Citi Mobile ^® Token"
Step 3: Select "Create Unlock Code" and continue
Step 4: Authenticate yourself using a "SMS One-Time PIN"
Step 5: Create your 4-digit personal unlock code and confirm your unlock code to continue.
Step 6: You can generate an OTP from the login page of the Citi Mobile app

• Getting started
  • • How do I register for Internet Banking (Citibank Online)?

      • You can register online for Internet Banking in 5 easy steps:

        To start the process click on 'First Time User - Register' on citibank.com.au

        1. Select the card type you are registering, if you are registering both cards, please just choose one of them, they will be automatically linked
        2. Read and accept our Terms and Conditions
        3. Enter in the details on the screen, please keep your card near you - at this stage you will be asked to enter a One Time Pin (OTP) that you will receive on the mobile number you have registered with us
        4. Create a User ID and Password
        5. You will receive a confirmation of registration.
    • Can I try Citibank Online before I register?

      • Yes. We have Online Demonstrations available. These demonstrations will help you experience the features that are available in Citibank Online.

    • How do I login to Citibank Online?

      • To login to Citibank Online visit citibank.com.au and select 'Sign On to Citibank Online' from the main menu bar on the left hand side of the page. On the Sign On screen, please then enter your User ID and Password and click 'Sign On'.

    • What do I do if I forget my User ID or Password?

      • Just under the Citibank Online Banking login screen you can reset your password or find out what your User ID is by clicking on 'Forgot your User ID'.

    • How do I activate my card?

      • To activate your card, simply sign onto Citibank Online and click the 'Activate your card' link which will display under your account details on the Account Summary screen. Enter the required One Time Pin (OTP), then select the card you want to activate, click 'Activate', then follow the prompts to activate your card.

    • How can I change my PIN?

      • To change your PIN, simply sign onto Citibank Online and click on 'My Profile' under 'Services' at the top of the page, then select the menu option 'Change PIN'. You can create your new PIN which will be activated instantly.

• Mobile Banking
  • • How do I register for Mobile Banking?
      • 1. Click 'Register' on the Sign In screen of the Citi Mobile^® app
        2. Enter your debit/credit card/Internet Access number.
        3. Enter the additional card/account details. Read the important information and accept the terms and conditions.
        4. Enter the One-Time Pin (OTP) you received on the mobile number you have registered with us
        5. Activate your card, if not already activated.
        6. Personalize your User ID and Password.
        7. Select an ATM PIN if not already selected or change current one.
        8. You registration will be confirmed and you can sign in to your account.
        9. If you have multiple accounts, these will automatically link after you have finished registering.
    • How can I download the Citi Mobile App?

      • Download Citibank Mobile app

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    • Can I try Citi Mobile App before I register?

      • We have online demonstrations available for you to experience our Mobile Banking system.

    • How do I login to Mobile Banking?

      • If you have already registered then simply click on 'Sign In' in the home screen of the Citibank Application, enter your User ID and Password and click on 'Sign In'

• Paying bills online
  • • What's BPAY and how do I set it up?

      • BPAY^® is one of the best ways to manage your bills. It's fast, easy and convenient. It is today's way of paying bills to over 14,000 billers throughout Australia.

        There is no set-up required. Once you are registered for Internet Banking, BPAY^® is ready to use. Simply check that the BPAY^® logo is displayed on your bill, note the Biller Code, Customer Reference Number and amount you need to pay, and then follow the step-by-step instructions provided.

    • What is the Customer Reference Number and do I have to enter it?

      • The Customer Reference Number (CRN) identifies you and the bill you are paying to the biller. You must enter the CRN to process your payment.

    • Where do I find the Biller code and Customer Reference Number (CRN)?

      • The Biller Code and Customer Reference Number (CRN) are located next to the BPAY logo on your bill.

    • Which bills can I pay via BPAY?

      • BPAY is offered on over 44,000 bills, just look out for the distinctive BPAY^® logo on your bill.

    • Are there any minimum or maximum limits that apply?

      • Each biller sets individual minmum and maximum transaction limits, these may be higher or lower than the limits we impose. Citibank set a maximum daily limit of $10,000 (this may vary depending on what product you have with us).

    • Can I schedule a payment for a later or recurring date?

      • Yes. Payments can be scheduled up to 24 months in advance. You can also set up regular payments daily, weekly, fortnightly or monthly up to 24 months in advance.

    • What's the cut-off time for payments and how long does it take for the money to reach the biller?

      • Daily cut off is 5:30pm (AEST). Billers receive payments overnight (excluding processing difficulties) but may take a couple of days to update their accounts payable systems.

    • Can I stop a BPAY Payment once I have submitted it?

      • Once a transfer has been confirmed via Internet Banking we are unable to cancel a payment. We can however arrange for a trace of the funds. Please phone Citiphone Customer Service on 13 24 84 if you would like request a trace.

    • Can I make a BPAY payment with my credit card account?

      • A number of billers do not accept payment from credit card accounts. Please note that this varies and is at the discretion of the biller providing the bill.

        Please visit the BPAY website (BPAY website) for further information.

    • Is there a fee to use BPAY?

      • No, BPAY is free to use via Internet Banking.

    • What's the maximum amount I can BPAY?

      • Transfers to other accounts are subject to a limit of AU$10,000 per day.

    • How do I view all of my BPAY billers?

      • You can view all of your BPAY billers under Activate / Manage Payees within the Payments & Transfers section of Citibank Online.

    • How do I delete a BPAY biller?

      • You can delete BPAY billers under Activate / Manage Payees within the Payments & Transfers section of Citibank Online.

• Transferring money online

  • Between my Citibank accounts:

    • How long will it take for the money to reach my account?

      • In most cases, transfers between your Citibank accounts will go through immediately. However, please allow one working day for transactions to be processed.

    • Can I schedule transfers to process at a later or recurring date?

      • Yes. Payments can be scheduled up to 24 months in advance. You can also set up regular payments daily, weekly, fortnight or monthly up to 24 months in advance.

    • Can I schedule a recurring payment to my credit card?

      • Yes, simply select 'Manage Payments & Transfers' and setup a recurring payment from your Citibank Savings/Transaction account to your Citi credit card account

    • What's the maximum amount I can transfer between my accounts?

      • There is no limit while transferring between your own Citibank accounts.

    • Why do I have two balances appearing on my Account Details screen?

      • The two balances that appear on your account details screen are your available balance (Available now) and current (On deposit). The available balance is the amount that is accessible for you to utilise. Your current balance is the total amount of your account including any pending transactions.

    
    

    To accounts in Australia:

    • Can I transfer to somebody else's account or to my own account at another bank?

      • Yes, you can transfer to other banks or to somebody else's account within Citibank Online by selecting 'Local Payee' under Payments and Transfers.

        You will need to set these account details up in the first instance by clicking on Add a Payee and choosing the payee type. You will then need to enter the details of the account, including BSB Number, Account Number and Account Name.

        Once you have added the payee you will be sent an Online Authorisation Code (OAC) via SMS. Once you receive the OAC follow the on screen prompts.

        Any account you set up online will be available in phone banking the next day.

    • What information will I need to transfer to another account in Australia?

      • For transfers to accounts in Australia, you will need:

        1. BSB number of the receiving bank.
        2. Account number.
        3. Account name.

        Please ensure that the BSB and 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.

        You must ensure the payee details are correct as the receiving institution will credit the funds based solely on the details provided and Citibank may not be able to recover funds sent to an unintended recipient if the incorrect BSB number and/or identifier have been provided.

    • How long will it take for the money to reach the account?

      • For transfers to another Australian bank account sent via Osko/ PayID, the payment will be sent and received in near real time (24/7 365 days). For transfers sent via overnight, the funds should be received within two business days if transferred by 5.30pm AEST. For more information, click here.

    • Can I schedule a transfer for a later or recurring date?

      • Yes. Payments can be scheduled up to 24 months in advance. You can also set up regular payments daily, weekly, fortnight or monthly up to 24 months in advance.

    • What's the maximum amount I can transfer?

      • Transfers to other accounts are normally subject to a limit of AU$10,000 per day. This may vary for Citi Priority and Citigold customers and those who have requested a different limit. Click here to find out more. Please note that you cannot transfer funds from your credit card account.

    • Can I stop a 'Transfer to other local banks' once I have submitted it?

      • Once a transfer has been confirmed via internet banking we are unable to stop or cancel the payment.

        If you have made a payment incorrectly, please contact Citiphone on 13 24 8413 24 84 or +61 2 8225 0615+61 2 8225 0615 when overseas 24 hours a day, 7 days a week.

    • Can I edit or delete a Payee account I have set up?

      • You can delete a Payee under Activate / Manage Payees within the Payments & Transfers section of Citibank Online.

    • Can I transfer to a group of people at the same time?

      • Yes, you can transfer up to 5 payees within Citibank Online by selecting Multiple Payment/Transfer under Payments & Transfers.

    • What's the maximum number of people I can have in a group?

      • You can transfer funds to a maximum of 5 payees at a time.

    • Can I edit or delete a group I have set up?

      • Edit option is not available as part of Payee management. However, a Payee can be deleted via 'Manage Payee' functionality on Citibank Online.

    • How do I view a list of my Payee accounts?

      • To view the list of payees you have set up within your Citibank Online banking account, you simply select Payments & Transfers and then click on Activate/Manage Payees.

    
    

    To an international account:

    • Can I transfer money to an international bank account?

      • Yes, you can transfer money to an international bank account.

        If you are transferring to a Citibank Account overseas:

        Select "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).

    • How long will it take for money to reach an international account?

      • For transfers to an international account the payee should recevie the funds within two business days.

    • What's the maximum amount I can transfer to an international account?

      • Transfers to other accounts are normally subject to a limit of AU$10,000 per day. This may vary for Citi Priority and Citigold customers and those who have requested a different limit. Click here to find out more. Please note that you cannot transfer funds from your credit card account.

    • Can I cancel or trace a transfer to an international account after it has been submitted?

      • Once a funds transfer instruction has been processed we are unable to cancel the payment. We can send a 'recall' request for the return of the funds from the beneficiary bank however the decision to return these funds lies with the beneficiary bank. A recall request can take up to 30 days to receive a response/decision from the beneficiary bank.

        A 'trace' can be initiated to the beneficiary bank seeking confirmation of the payments being processed. A trace should only be requested after 5 business days from the payment being processed by Citibank, this will allow time for the payment to reach the beneficiary bank. A trace request will typically take up to 10 business days to receive a response from the beneficiary bank, in some instance, repeat trace requests are required and the process can take longer.

        If you would like to have a request for a recall or trace of an international payment, please contact one of our Customer Service Operators on 13 24 84 or +61 2 8225 0615 13 24 84 or +61 2 8225 0615 if you are overseas.

    • Can I amend a transfer to an international account after it has been submitted?

      • No. Please verify all the details before you submit.

    • Are there fees involved to trace, cancel or amend a transfer to an international acount?

      • There are no fees involved to trace, cancel or amend a transfer to an international account. Please note that FX changes may mean that you will not get the full AUD amount back that you initially transferred.

    • Where can I find current exchange rates?

      • When you are making an international transfer you will be supplied with the current exchange rate. Click here to view indicative exchange rates.

• Managing accounts online

  • Citi Alerts

    • What are Citi Alerts?

      • Citi Alerts is a great and 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.

    • What types of Alerts can I receive?

      • You can receive any or all of the following:

        1. Balance Alerts
        2. Withdrawal/Authorisation Alerts
        3. Deposit Alerts
        4. High Balance Alerts
        5. Low Balance Alerts
        6. Dishonour Alerts

        Read more about SMS And Email alerts.

    • How do I set up my Citi Alerts?

      • Setting up your alerts is easy, simply sign on to Citibank Online and select Services under My Profile click on Enrol In/Manage Alerts under Citi Alerts and follow the prompts.

    • Can I modify or cancel my Citi Alerts?

      • Yes. You can modify or cancel your alerts at any time.

    • When will I receive my Citi Alerts?

      • Delivery time depends on the Alert type. Generally they are received daily by midday AEST.

    • On what accounts can I receive Citi Alerts?

      • Citi Alerts are available for all Citi credit cards, Citibank Plus accounts and Citibank Ultimate Saver accounts.

    
    

    eStatements

    • What is an eStatement?

      • Citibank eStatements is a fast, convenient and more secure way to receive your statements electronically. eStatements are password protected statements in a PDF format delivered to your inbox.

    • How do I switch to eStatements?

      • Setting up to receive eStatements is easy, simply sign on to Citibank Online and select Services under My Profile click on Register/Manage your eStatement under Statements and follow the prompts.

    • What should I expect if I switch to eStatements?

      • Your first eStatements will be available in your next statement cycle. Once you have registered for electronic statements, you will no longer receive paper statements. You will receive your statement via email as a secure PDF directly to your inbox. You can also access up to 3 years of statements online.

    • How do I view my eStatements?

      • You can access your eStatements in your registered mail box or through Citibank Online. For online access, sign on to Citibank Online and select View Statements from the Quick Tasks option on the right side of the screen, and select the statement and date period you would like to view.

    
    

    Secure Code FAQs

    • What is Verified by Mastercard SecureCode™ and Visa?

      • Verified by Mastercard SecureCode and Visa are global authentication services. They provide you, the cardholder, with an SMS Code to ensure that only you, the true cardholder, may complete an Internet transaction.

    • How does Secure Code work?

      • When you're shopping online at participating retailer, we may request an SMS Code to be entered online before finalising your purchase. This SMS Code will be sent to your mobile phone and will provide us with confirmation that you are the person making the purchase, on your card.

    • What do I need to do?

      • Ensure your mobile number is up-to-date. Log into Citibank Online and update it under My Profile then click on Update Contact Details.

    • Will I receive an SMS if I am travelling overseas?

      • To receive your SMS code while travelling overseas you will need to enable International Roaming with your mobile phone provider. Please also ensure we have your most up-to-date mobile phone number on our records.

        You can do this by simply logging into Online Banking and updating your details under my My Profile within the Services tab.

    
    

    Statement ordering

    • Can I cancel a statement I have just ordered?

      • Once you have ordered a statement you will not be able to cancel it.

    • Can I receive my statement electronically?

      • Setting up to receive eStatements is easy, simply sign on to Citibank Online and select Services under My Profile click on Register/Manager your eStatement under Statements and follow the prompts.

    • How much does it cost to order a statement?

      • A fee is charged for each individual statement ordered within a specific date range.

        Statement orders for transaction/savings accounts will incur a fee of $15 per statement.

        Statement orders for credit cards will incur a fee of $7 per statement.

        Statement orders for loan accounts will incur a fee of $15 per statement.

    • How can I receive my financial year's interest summary?

      • This will be sent to you at the end of each financial year.

    
    

    One Time PIN (OTP) FAQs

    • What is the Citibank One Time PIN (OTP)?

      • The Citibank One Time PIN is a unique single use PIN which can be generated through the Citi Mobile App, or sent as an SMS to your mobile phone.

        One Time PIN provides a stronger, smarter method for authenticating your online transactions so you can have peace of mind when banking online.

    • When will I need to enter in the OTP?

      • You will need to enter in an OTP for any online transactions or changes to personal information.

    • Why do I need to enter an OTP?

      • You will be required to enter the OTP as a second level of authentication to confirm that the transaction is authorised by you.

    • What if I haven't received my OTP?

      • If you don't receive your OTP, you can request for the system to re-send it. Alternatively you can also generate an OTP using the Citi Mobile App.

        If you are having trouble receiving the OTP please give us a call to ensure we have your most up-to-date mobile number 13 24 84 or +61 2 8225 0615 if you are overseas.

    • Can I receive an OTP when travelling overseas?

      • Yes, you can receive an OTP when travelling overseas. We recommend using the Citi Mobile app to generate an OTP while travelling as it does not require access to the internet.

    • How does the One Time PIN feature work on the mobile app?

      • The One-Time PIN mobile app feature locks your device to your account so that you'll never be asked to enter an OTP when banking through the mobile app.This feature also allows you to generate an offline OTP for use when banking online - this comes in really handy when you are travelling overseas and don't have mobile coverage.

        To download the Citi Mobile App, simply visit the App Store or Google Play store on your iPhone or Android and search for "Citibank AU".

        Please visit our One Time PIN FAQs page for more information about how to generate the OTP from Citi Mobile app.

    • How can I receive an OTP if I don't take my mobile phone overseas?

      • You can generate an OTP on a hardware token if you choose not to use your phone.

    • What is a hardware token?

      • A hardware token is a handheld device (that does not require the use of the internet) that can be used to generate the 6 digit PIN required for Online Banking.

    • How can I request a Hardware Token?

      • Please contact one of our Customer Service Officers on 13 24 8413 24 84 and they will arrange for a Hard Token to be posted out to you. Please ensure you arrange this prior to travelling overseas.

    • Can I use the hard token if I am travelling overseas?

      • Yes, a hardware token can be used while travelling overseas.

    • Will my hardware token expire?

      • If you do not use your hardware token within 60 days it will expire. To have your hardware token unlocked (reactivated), please contact Citiphone on 13 24 8413 24 84 or on +61 2 8225 0615+61 2 8225 0615 if you are calling from overseas.

    
    

    Online Authorisation Code (OAC) FAQs

    • What is the Online Authorisation Code (OAC)?

      • 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.

    • When and why do I need to enter an OAC?

      • 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.

    • What if I haven't received my OAC?

      • If you have changed your mobile number with Citibank recently, you may not have received the OAC. You will need to contact CitiPhone on 13 24 8413 24 84, to activate your new payee or on +61 2 8225 0615+61 2 8225 0615 if you are calling from overseas.

    • Can I receive an OAC when travelling overseas?

      • Yes. Please ensure that the correct mobile number is available in the system and roaming is enabled to receive incoming SMS.

• Phone Banking
  • • How do I setup a Telephone PIN (TPIN) for my account?

      • You can setup a Telephone PIN by either using our self-service menu by calling 13 24 8413 24 84 and entering your card or account number and following the prompts or speak to one of our customer service officers who can setup a Telephone PIN for you on the spot.

    • My TPIN is not working, what can I do?

      • Simply speak to one of our customer service officers on 13 24 8413 24 84 or if calling from overseas +61 2 8225 0615+61 2 8225 0615, who can assist to have your Telephone PIN reset. They can also assist to change your Telephone PIN if you wish.

    • How do I pay my bills using CitiPhone Banking?

      • BPAY^® is made simple using CitiPhone Banking. Simply have your Biller code and Customer Reference number on hand, and then follow:

        Call 13 24 8413 24 84

        Enter your card or account number

        Select option 3

        Enter your Telephone PIN

        Enter the biller code

        Enter your customer reference number

        Enter the amount in dollars and cents, leaving out the decimal point

        Before completing the transaction, we will announce the details that you have entered, just to be sure that they are correct

        You can also pay your bills and perform other transactions with Citibank Online.

    • How can I check my recent transactions through CitiPhone Banking?

      • With CitiPhone Banking, you can retrieve up to 25 of your most recent transactions. From the main menu, select option 1 and follow the prompts to retrieve your account balance.

        Once your balance has been announced, you will have an option to retrieve your recent activities.

        You can choose to have only credit transactions, only debit transactions or both transactions announced. It's up to you. To skip ahead at any time, simply press #.

        If you're after more transactions, they are available for you to view on Citibank Online.

    • Can I order a statement through CitiPhone Banking?

      • For credit card or ready credit customers, you can order up to 6 of your latest statements to be mailed to you by using CitiPhone Banking. From the main menu, select option 1 and follow the prompts to retrieve your account balance.

        Once your balance has been announced, you will have an option to retrieve a statement copy request.

        We will deliver your statement to your registered mailing address. If you prefer to have it delivered elsewhere or after a statement prior to 6 months, simply follow the prompts to speak to a customer service officer.

        For statement copies of your transaction, savings or home loan, please speak to one of our customer service officers on 13 24 8413 24 84 or if calling from overseas +61 2 8225 0615+61 2 8225 0615.

        Remember, you can also download statements for any of your accounts on Citibank Online.

• About Apple Pay
  • • What is Apple Pay?

      • Apple Pay offers an easy, secure, and private way to pay on iPhone, iPad, Apple Watch, and Mac. Just like you do with your Citi card today, simply tap your iPhone or Apple Watch at any contactless terminal.

    • Which Citi products are eligible for Apple Pay?

      • All Citi Mastercard® credit cards, Citi Visa credit cards and Citibank Debit Cards are eligible for Apple Pay.

• Apple Pay Set up
  • • Which devices are compatible with Apple Pay?
      • • iPhone (In store, within apps, on the web with Safari) –iPhone SE, 6 and higher devices
        • Apple Watch (In store and within apps) paired with iPhone SE and later – Apple Watch 1st Generation and higher devices
        • iPad (within apps and on the web in Safari)– iPad Pro and iPad Pro 3^rd Generation, iPad (5^th and 6^th Generation), iPad Air 2, iPad Mini 4, iPad Mini 3 & higher devices
        • Mac (on the web in Safari) - Mac with Touch ID, Mac model introduced in 2012 or later with an Apple Pay – enabled iPhone or Apple watch and higher devices

        For more information on compatible devices, click here.

    • How do I setup my Citi card on Apple Pay?

      • Through a provisioning process, your Citi cards can be added to use Apple Pay. You can choose to capture your card information with your iPhone camera or input the card information manually. Then, depending on the account Terms and Conditions set by Citi, Citi will verify your identity through a one-time activation code or select the option to call Citi customer service.

        
        

        iPhone

        • Open the Wallet app.
        • Tap the “+” sign in the upper-right corner.
        • Enter your card’s security code to add your credit or debit card affiliated with your iTunes account. Or, select “Add a different card,” and use your iPhone camera to scan the card information or input the card details manually.

        

        Via Setup Assistant
        New device or major software update.
        Available on iPhone and iPad

        

        Via Settings
        Settings > Wallet & Apple Pay.
        Available on iPhone and iPad

        

        Via Wallet
        Open Wallet app, tap the blue + button.
        Available on iPhone only

        Apple Watch

        • Open the Apple Watch app on your iPhone.
        • Tap “Wallet & Apple Pay” and select “Add Credit or Debit Card.”
        • Enter your card’s security code to add your credit or debit card affiliated with your iTunes account. Or, select “Add a different card” and use your iPhone camera to scan the card information or input the card details manually.

        
        

        iPad

        • Go to Settings.
        • Tap “Wallet & Apple Pay” and select “Add Credit or Debit Card.”
        • Enter your card’s security code to add your credit or debit card affiliated with your iTunes account. Or, select “Add a different card” and use your iPhone camera to scan the card information or input the card details manually..

        
        

        Mac

        • Go to System Preferences.
        • Select “Wallet & Apple Pay” and select “Add Card.”
        • Enter your card’s security code to add your credit or debit card affiliated with your iTunes account. Or, select “Add a different card” and use your iPhone camera to scan the card information.
    • How do I set my Citi card as the default card in Apple Pay?

      • iPhone or iPad: Go to Settings > Wallet & Apple Pay on your iPhone or iPad. Tap Default Card, and then choose a new card. On iPhone, you can also open Wallet, tap and hold a card, then drag it to the front of your cards. Tap OK.

        Apple Watch: Open the Apple Watch app on your iPhone. Tap the My Watch tab, tap Wallet & Apple Pay > Default Card, then choose a new card.

        Click here for more information on managing the cards that you use with Apple Pay.

    • Can I add the same card to more than one device using Apple Pay?

      • Yes, you can enroll your card on up to 5 devices.

    • How do I remove my card from Apple Pay?

      • iPhone or iPad: go to Settings > Wallet & Apple Pay, tap the card that you want to remove, then tap Remove Card.

        Apple Watch: open the Watch app on your iPhone, go to the My Watch tab, scroll down, tap Wallet & Apple Pay, tap the card, and then tap Remove Card.

        Click here for more information on managing the cards that you use with Apple Pay.

• Using Apply Pay to Make a Transaction
  • • Where can I use Apple Pay?

      • You can use Apple Pay in stores wherever contactless payment is accepted. You can also make in-app purchases and websites in Safari where Apple Pay is available as a payment option.

    • Do I need to have an active internet connection for Apple Pay to work?

      • Apple Pay requires an active internet connection for adding a card or provisioning. However, an active internet connection is not required to make in-store purchases.

    • How can I reverse a transaction made using Apple Pay?

      • Reversing a transaction made with Apple Pay is the same as a physical card. Please contact your merchant if you wish to request for a reversal or refund.

        You may be asked to provide the last four digits of your Device Account number. To find this, select Settings ➡ Wallet & Apple Pay ➡ Card ➡ scroll down and view 'Device Account Number'. You can also find it in the Wallet app by selecting the card and tapping on the symbol with the 3 dots on the lower right hand corner and then scrolling down and view 'Device Account Number'.

    • How do I return a purchase if I used Apple Pay to make the payment?

      • All purchases made with Apple Pay can be returned according to the store’s policies. If you return an item paid for with Apple Pay, the store may require you to tap your device onto the payment terminal to complete the return. Store policy may require you to use the physical card also.

    • How can I keep track of purchases I’ve made with Apple Pay?

      • The last 10 transactions made with Apple Pay can be viewed within the Wallet app. Simply tap on your card in the Wallet app and tap ‘…’ (3 dot icon at the lower right hand corner of the wallet app), then tap the Transactions tab. Additionally, a real-time* push notifications with transaction details will be sent after each Apple Pay purchase.

        * Real-time push notifications require an active internet connection.

• Apple Pay Security
  • • Is Apple Pay Secure?

      • Yes. Apple Pay allows you to make easy, secure, and private transactions in stores, in apps, and on the web. When you add a credit or debit card to Apple Pay, information that you enter on your device is encrypted and sent to Apple servers.

        Learn more about Apple Pay and its security.

    • What should I do if my device is lost or stolen?

      • Please contact our customer service team at www.citibank.com.au/contactus. Our Customer Service team will be able to assist. Your physical card can still be used.

        If you turned on Find My iPhone on your device, you can suspend Apple Pay by placing your device in Lost Mode instead of immediately cancelling your cards. If you find your device, you can re-enable Apple Pay. You can also go to your Apple ID account page to remove the ability to make payments with the credit and debit cards that you were using with Apple Pay on the device.

    • Does Apple Pay have access to my bank accounts?

      • No. Apple Pay does not have access to your bank accounts. Learn more about Apple Pay and its security.

    • If I format/jailbreak my device will my Apple Pay information remain?

      • Formatting/ Jail breaking your device will remove all bank cards registered to your device and you would have to register them again. Apple pay is not supported on jail broken devices.Learn more about Apple Pay and its security.

• Rewards and Card Benefits with Apple Pay
  • • Are transactions made using Apple Pay eligible for reward Points?

      • Yes, transactions made with Apple Pay will continue to receive the reward Points as per the Rewards Terms and Conditions.

    • If I don't have my card can I show my Apple Pay app/card image to get free wine as part of the Dining Program?

      • Yes, you can show the restaurant that you are using your Citi card that is linked to Apple Pay to avail the free wine as part of the dining program.

• Miscellaneous
  • • What should I do if I lose my original card and then receive a replacement card?

      • The cards within Apple Pay are digital versions of your physical cards. If you lose your original card and receive a replacement card, then the replacement card will be automatically updated within your Apple Pay Wallet.^{^}

    • What should I do if I receive a renewal card as the original card has expired?

      • The cards in Apple Pay are digital versions of your physical cards. If you receive a renewal card to replace your expired card, then the replacement card will be automatically updated within your Apple Pay Wallet.

    • Can I continue to use my physical card if I disable Apple Pay or remove the digital equivalent on Apple Pay?

      • Yes. When you disable Apple Pay or remove a registered card, you are only suspending the digital card that has been assigned to your device. You can continue to use your physical card for transactions.

    • If I want to switch devices, do I need to add my cards all over again?

      • Yes. You would need to re-register your cards again if you were to change your device.

    • Can I use Apple Pay overseas?

      • Apple Pay will work in all countries wherever contactless payments are accepted. We suggest you take your physical card as an alternative when travelling overseas.

    • Can I use Apple Pay at ATMs?

      • No, you cannot use Apple Pay at ATMs to withdraw cash. A physical card will be needed to withdraw cash from the ATM.

    • Can I load more than one card on Apple Pay?

      • Yes, you can load more than one Citi card to Apple Pay.

• If you have any queries about your Samsung device or account, please contact Samsung on 1300 362 603.

  About Samsung Pay
  • • What is Samsung Pay?

      • Samsung Pay lets you use your compatible Samsung device to securely pay with your Citi card in store and within apps.

        Just like you do with your card today, simply tap your phone at a contactless terminal, for purchases under $100. For purchases of $100 or more, an ATM PIN is required for additional security. Additionally, for certain merchant terminals, a transaction limit may apply.

        For terminals that don't have contactless technology (i.e. older terminals where you currently have to insert your card), tap your phone over the screen, choose 'credit card' account and enter your PIN on the terminal.

    • Why should I use Samsung Pay instead of my plastic cards?

      • Samsung Pay offers a simple, secure and convenient payment experience that doesn’t require searching through your wallet or purse.

    • Which products are eligible for Samsung Pay?

      • All Citi credit cards and Debit cards can be used with Samsung Pay.

• Samsung Pay Set Up
  • • Which devices can I use Samsung Pay with?

      • You can use Samsung Pay on the following Samsung devices:

        • Galaxy S6, Galaxy S6 edge (Note, these two devices only support Samsung Pay transactions made on contactless terminals)
        • Galaxy S6 edge+
        • Galaxy S7, Galaxy S7 edge
        • Galaxy S8, Galaxy S8 edge
        • Galaxy S9, Galaxy S9+
        • Galaxy Note5 phone
        • Galaxy Note8 phone
        • Samsung Gear S2 and S3
        • Galaxy A5 (2017)
        • Galaxy A7 (2017)
    • What do I need to start using Samsung Pay?
      • • Ensure your Samsung device has been updated to Marshmallow 6.0 software.
          • If you are unsure whether you have this upgrade go to your device
            Settings > About Device > Download Updates Manually.
          • Once your Samsung device has been updated to Marshmallow 6.0, you will automatically have the Samsung Pay app loaded to your phone.
        • Ensure your mobile phone number is registered with Citi.
          • If you are unsure whether your mobile phone number is registered log in to your online banking, select Services > My Profile > Update Phone Numbers. Check that your Primary Mobile number is correct and that it is linked to your One Time Password (OTP).
        • Samsung Pay requires you to sign in with a Samsung account. If you don't already have a Samsung account, you can sign up for free during the Samsung Pay setup process or at account.samsung.com. If you have any queries about your Samsung account, please contact Samsung on 1300 362 603.
    • How do I set up Samsung Pay?

      • 1. Sign in to Samsung Pay with your Samsung account.

           

        2. Set up your Samsung Pay PIN or fingerprint – this will be used for all your Samsung Pay transactions.

           

        3. If you choose to use your fingerprint and have not already registered a fingerprint on your device, you will be asked to register your fingerprint.

           

        4. Samsung Pay will ask you to verify your fingerprint. You will then be asked to create a Samsung Pay PIN.

           

        Your Samsung Pay is now set up and you can add your Citi cards.

    • How do I set up my Citi card on Samsung Pay?

      • 1. Select 'Add card' in your Samsung Pay app.

           

        2. Put your card on a flat surface. Your device will take a photo of your card in the frame on screen to read the card number. Alternatively, you can enter in your card number manually.

           

        3. Follow the instructions on screen to enter in your details.
        4. Read, understand and accept The Citi Terms & Conditions.

        5. Select SMS or Call Bank option to verify your identity. If you select SMS, Citi will send you an Online Activation Code (OAC) via SMS that you will need to enter to continue.

           

        6. You will be asked to use your finger to enter you signature. Although entering your signature is not compulsory, adding the signature will act like signing the back of your real card.

           

        7. Your card registration is now complete and your card is ready to use with Samsung Pay.
    • The request to add my card to Samsung Pay was declined. Why?

      • Your card may have been declined due to your account being:

        • Closed
        • No longer in good standing
        • Reported as Lost or Stolen
        • Already set up for Samsung Pay on the maximum of 4 devices

        Please contact us if you require any further information.

• Using Samsung Pay to make transactions
  • • Where can I use Samsung Pay?

      • You can use Samsung Pay almost anywhere that you can currently swipe or tap your card to pay. However, Samsung Pay will not work with card readers where it is necessary to insert your card into the reader. These types of card readers are commonly found at gas pumps, bus/train stations, and vending machines.

    • Do I need an internet connection to use Samsung Pay?

      • You will need an active internet connection when setting up Samsung Pay/registering your card but you don’t need an internet connection to use Samsung Pay in stores. Your device uses Near Field Communications (NFC) or Magnetic Secure Transmission (MST) to communicate with the terminal. However, it is recommended that you periodically connect to the internet to ensure your Samsung Pay updates.

    • Can I use Samsung Pay at an ATM?

      • Samsung Pay will not work at ATMs. You will need to use your physical cards to complete these transactions.

    • How do I make in-store purchases with Samsung Pay?
      • 1. Initiate Samsung Pay by either swiping-up from the home button or opening the Samsung Pay app from the home screen.
        2. Select the card you want to pay with by swiping left or right.
        3. Verify your fingerprint (or alternatively enter your Samsung Pay PIN) and touch your phone to either the card reader or contactless reader within approximately 20 seconds to complete the transaction.

        Note: For certain merchant terminals, a transaction limit may apply.

    • Can I use Samsung Pay overseas?

      • Samsung Pay can be used almost everywhere around the globe. If you can use your card in the country you are travelling to, you should be able to use Samsung Pay to make a payment. The same fees and charges that you would normally incur with your card will be applied when using Samsung Pay overseas.

    • Can Samsung Pay make online or in-app purchases?

      • Online and in-app purchases are not supported by Samsung Pay at this stage.

    • How much of my credit card available daily limit can I access when using Samsung Pay?

      • The same daily spending limits for your card will be ready to use with Samsung Pay.

    • Can I register the same card with more than one device using Samsung Pay?

      • You can register the same card on up to 4 Samsung devices. Please note, that if you register your card on more than one device, any SMS communications about your Samsung Pay account will be sent to the mobile phone that is registered with Citi.

        If you are unsure what mobile phone number is registered with Citi, log in to your online banking, select Services > My Profile > Update Phone Numbers.

    • How many cards can I register in Samsung Pay?

      • You can register up to 10 payment cards in Samsung Pay.

• Samsung Pay security
  • • Is Samsung Pay secure?

      • Using Citi cards with Samsung Pay is secure. There are a number of features that enhance its security. Some of these include:

        • Your physical card number is not stored on your phone – instead a unique Digital Account Number is used.
        • The same protections you receive under the Citi card terms and conditions will apply for unauthorized transactions with Samsung Pay.
        • You'll create a unique PIN or register your fingerprint to your device, and it will be needed each time you make a payment with the app.
        • If your phone is lost or stolen, Samsung’s Find My Mobile feature enables users to locate, lock and even wipe their devices remotely.
        • In case of a lost or stolen phone, you can call Citi and delete the card from the phone. Your physical card can still be used.
    • What is a Digital Account Number?

      • For enhanced security, your actual card number will never be stored on the Samsung device. Following registration with Samsung Pay your card number will instead be replaced by a unique Digital Account Number each time you add a new card to your device. This Digital Account Number will then be transmitted to merchants in place of your actual card number for in-store purchases.

    • What happens if my phone is lost or stolen?

      • If your phone is lost or stolen, Samsung’s Find My Mobile feature enables you to locate, lock and even wipe your device remotely.

        Additionally, contact Citi Customer Care to delete your cards from Samsung Pay. Once the cards are deleted from Samsung Pay app, your phone can no longer be used to make transactions until cards are registered to Samsung Pay again. In the meantime, please use the physical card to make transactions.

    • What happens if my physical credit or debit card is lost or stolen?

      • Please report a lost or stolen card to Citi Customer Care immediately. The Customer care representative will help you in blocking your lost card. Once this is processed, transactions will be declined on Samsung Pay until the replacement card is registered to Samsung Pay.

    • What happens if I get a new Samsung device?

      • You have to install the Samsung Pay App and register your cards again, make sure you delete the cards from your old device.

• Rewards and card benefits with Samsung Pay
  • • Will I continue to receive the benefits and rewards from my Citi credit cards that are used for payment with Samsung Pay?

      • Yes, eligible Citi credit cards added to Samsung Pay will continue to receive all the security, benefits and rewards that you receive today with your physical card.

    • Are transactions made using Samsung Pay eligible for rewards points?

      • Yes, any transaction made with Samsung Pay will continue to receive the rewards points as per the Rewards Terms and Conditions.

    • Am I still covered for the full suite of insurances attached to my card when I make a transaction using Samsung Pay?

      • Yes, all of the insurance benefits that come with your Citi credit card are still available when you make transactions with Samsung Pay.

    • If I don't have my card can I show my Samsung Pay app/card image to get free wine as part of the Dining Program?

      • Yes, you can show the restaurant that you are using your Citi card when you pay with Samsung Pay.

• Using Samsung Pay on Samsung Gear
  • • How do I set up Samsung Pay on my Samsung Gear device?

      • 1. Press and hold the Back key to launch Samsung Pay.

        2. Rotate the bezel to select the ‘Add card’ option.

        3. Follow the prompts that will appear on your paired mobile device to complete the set up of Samsung Pay.

    • How do I use Samsung Pay on my Samsung Gear watch?

      • 1. Press and hold the Back key to launch Samsung Pay.

        2. If you added multiple cards to your Samsung Gear device, rotate the bezel to select your card.

        3. Hold your Gear over the card reader to pay.

    • How do I remove my card(s) from my Samsung Gear device?

      • 1. Press and hold the Back key to launch Samsung Pay.

        2. Select ‘More options’

        3. If you added multiple cards to your Samsung Gear device, rotate the bezel to the card you want to delete.

        4. Select ‘Delete’.

        5. Select the ‘tick’ to confirm deletion.

• Using Loyalty cards with Samsung Pay
  • • Loyalty card Set Up
      • How do I add an existing loyalty card to Samsung pay?

        You should be able to add almost any merchant’s loyalty card to Samsung Pay.

        • 1. Open the Samsung Pay app and tap ‘Add’ in the upper right of your screen.

          2. Select 'add loyalty card' from the menu.

          3. Search for and select a merchant from the merchant list.

      • How do I add cards without a barcode?

        • 1. Open the Samsung Pay app and tap ‘Add’ in the upper right of your screen.

          2. Tap 'Add a card that is not on the list' then 'Enter card manually'.

          3. Take a picture of the front and/or back of the card and fill in relevant information.

        Note: You will not be able to scan to redeem points and discounts but you can keep this card in Samsung Pay for safe and convenient access.

      • What if my loyalty card isn't on the list?

        • You can add a card by manually selecting 'Add a card that is not on the list'.

    • How do I use my loyalty cards at the register?

      • 1. Tap on 'LOYALTY CARDS' in the upper right corner of the screen.

        2. A banner will appear showing your loyalty cards that you can swipe to the left or right to find your store’s loyalty card.

        3. Tap on the card and its barcode or number will appear above the card.

        4. Show the bar code to the cashier so they may scan it. Or, if the card does not have a bar code or if the bar code is not scanning properly, show the card number to the cashier.

    • How many loyalty cards can I add?

      • You can add as many loyalty cards as you like.

    • How do I delete my loyalty cards I no longer want to use?

      • If you no longer wish to shop at that merchant or use their loyalty card, simply delete the loyalty card in the loyalty tab and it will no longer appear in Samsung Pay.

    • I can't see the new loyalty features in my app. How do I get this?

      • If you haven't got the latest version of Samsung Pay (version 2.4.33),

        1. Open the Samsung Pay App

        2. Click 'More' and click 'Settings'

        3. Click 'About Samsung Pay'

        4. If your app version is below 2.4.33, click 'Update'.

• Other
  • • How do I remove my cards from Samsung Pay?

      • You can remove your Citi card from Samsung Pay by selecting the card and then clicking on 'MORE' in the upper right hand corner of the screen. This will bring up an option to 'Delete' the payment card which will remove it from Samsung Pay once you authenticate it either with your fingerprint or PIN.

    • What if I upgrade my credit card?

      • Samsung Pay will continue to use your old card until your new card is activated. You will have to register your new card with Samsung Pay before you can start spending.

        Note you have to manually delete the old card by selecting the 'Delete card' option.

    • What if my credit or debit card expires?

      • Your card(s) will still be visible in the wallet however your transaction will be declined. Once you have your new card, you need to register it with Samsung Pay before you can start spending.

        Note: you have to manually delete your expired card by selecting the 'Delete card' option.

    • How do I return a purchase if I used Samsung Pay to make the purchase?

      • You will be able to return merchandise that you purchased using Samsung Pay based on the stores return policy. If you return an item paid with Samsung Pay, the store may require you to tap, wave or swipe your phone on the payment terminal to complete the transaction.

    • How do I dispute a purchase made with Samsung Pay?

      • Please follow the same process as you would with a purchase on your card.

    • How can I identify Samsung Pay transactions on my account?

      • You will be able to see Samsung Pay transactions on Citibank Online if they are unbilled (i.e. have not appeared yet on any statement). The transactions will show the last 4 digits of your Digital Account Number for Samsung Pay transactions. i.e. XXXX-XXXX-XXXX-1234 (where 1234 is the last 4 digits of your Digital Account Number) which you can see via Samsung Pay. Once the transactions are billed, you will no longer be able to identify Samsung Pay transactions through Citibank Online.

    • Can I see my Samsung Pay transactions on the App?

      • Yes. The latest 10 successful and/or refunded transactions in the wallet will be displayed for each card. Select the card for which you want to see the transaction history and then scroll down to view the transaction history. If you would like to view more of your transaction history please log in to your Citibank Online account.

    • My card is greyed out in Samsung Pay, what does this mean?

      • Any card that is suspended will still appear on the Samsung Pay app but it will be greyed out.

    • If I suspend my card(s) on Samsung Pay, how do I reactivate it?

      • You can suspend your card on Samsung Pay by contacting Citi customer care on 13 24 84. This team can also help you reactivate your card.

    • Can I import my cards if I have changed devices?

      • Yes, you will have the option to import both the payment and loyalty cards you have previously added to your Samsung Pay account.
        
        Payment Cards
        
        After you have set-up Samsung Pay, select ‘Payment Cards’ and you will see a list of payment cards that are available to activate or delete. You may be required to provide your card CVV, expiry date and/or billing address to complete the activation.
        
        Loyalty Cards
        
        Select ‘Loyalty Cards’ > ‘Import loyalty cards’ and here you will see a list of your loyalty cards available to import.

• How do I Add an Additional Signatory to my Banking Account?

  • To authorise a 3rd party to access your accounts follow the steps below:

    Step 1: Contact Citiphone on 13 24 84 and request for an Additional Signatory mail pack to be sent to you

    Step 2: Once received complete the form and mail back to Citi in the Reply Paid envelope provided

    
    
    

    To authorise a POA (Power of Attorney) to access your accounts follow the steps below:

    Step 1: Access the following Citibank Online link Useful Forms and Links

    Step 2: Download the Power of Attorney form in the 'Other Forms' section

    Step 3: Complete the form and mail to Citibank, GPO Box 40 Sydney NSW 2000

• Opening an account
  • • How do I open a Citibank account?

      • You can open a Citibank account online.

    • How can I switch to Citbank?

      • You can swap all your regular payments and salary from your old bank to your new Citibank Plus everyday account in four simple steps.

    • How long does it take to complete an online application?

      • You can apply for a Citibank Plus, Citibank Online Saver or Citibank Ultimate Saver, in less than 10 minutes.

    • What happens after I submit an online application?

      • Once your application has been successfully submitted, you will receive an automatic email confirming your application number and setting out the next steps.

    • What documentation do I need to open an account?

      • Documentation varies depending on what account you are applying for. This information will be provided when you apply online, on the phone or via your Relationship Manager.

    • How do I choose an account that suits my needs?

      • Before you choose an account, think about what your goals are and whether you want to lock your money away, or keep it accessible at all times.

        Use our accounts comparison table to help you choose the right product for your needs.

• Fees and charges
  • • What fees and charges apply to accounts?

      • Each account is designed to meet the different needs of our customers. Please choose an account that suits how you plan to use it to minimise your fees. Please refer to our Comparison Table Table for further information.

    • What is ATM Direct Charging?

      • When you use an ATM that doesn't belong to your financial institution you may be charged a fee by that ATM operator. Please check the ATM screen before proceeding with your transaction.

    • How can I avoid ATM Direct Charges?

      • Several ATM operators in Australia now offer fee-free withdrawals. Please ensure you check the ATM for any fees before completing a transaction. To avoid any charges use an ATM that offers fee-free transactions, check your account balance via Citibank Online or ask for cash out when using EFTPOS, at participating retailers.

    • How can I avoid paying a monthly account keeping fee?

      • Determine if you have the right account to suit your needs and close any accounts you don't use. For example, the Citibank Plus Transaction Account is completely fee free. For further information on our Citibank Plus Transaction account please click here.

• Citibank products
  • • How do I know which account is right for me?

      • Before you choose an account, think about what your goals are and whether you want to lock your money away, or keep it accessible at all times.

        Use our accounts comparison table to help you choose the right product for your needs.

    • What are the main benefits of a Term deposit?

      • A Term Deposit offers you the security of earning a fixed rate of interest on your savings over a set period. Citibank Term Deposits offer a range of different terms and interest payment options to suit your needs. For further information on our Term Deposit please click here.

    • How do I open a Fixed Term Deposit?

      • Enquire online

    • What do I need to open a Fixed Term Deposit?

      • You will need the following information to apply for a Citibank Term Deposit:

        Minimum deposit:	You will need a minimum deposit of $10,000 to open your Citibank Term Deposit.
        Proof of age:	You must be over 18 years of age or older.
        Personal identification:	You must be able to be identified in Australia at or before account opening. This includes providing two forms of identification, one of which must be photo identification, along with your application at an Australia Post outlet.
        Personal details:	Residential address, contact details (for all account holders if applying for a joint account) and your current e-mail address.
        Tax File Number (TFN):	Or valid exemption - you do not have to provide your TFN, but without it we will be required to deduct tax at the top marginal rate.

• Financial Claims Scheme
  • • What is the Financial Claims Scheme?

      • The Financial Claims Scheme (FCS) is an Australian Government scheme that provides protection and quick access to deposits in banks, building societies and credit unions in the unlikely event that one of these financial institutions fails.

        Under the FCS, certain deposits are protected up to a limit of $250,000 for each account holder at any bank, building society, credit union or other authorised deposit-taking institution (ADI) that is incorporated in Australia and authorised by the Australian Prudential Regulation Authority (APRA).

        The FCS can only come into effect if it is activated by the Australian Government when an institution fails. Once activated, the FCS will be administered by the Australian Prudential Regulation Authority (APRA).

        In an FCS scenario, APRA would aim to pay the majority of customers their protected deposits under the Scheme within seven calendar days.

    • How is the FCS limit applied?

      • The FCS limit of $250,000 applies to the sum of an account holder's deposits under the one banking license.

        Therefore, all deposits held by an account holder with a single banking institution must be added together towards the $250,000 FCS limit, and this includes accounts with any other banking businesses that the licenced banking institution may operate under a different trading name.

    • Where can I get further information on the FCS?

      • Information on the FCS is available on the FCS website – www.fcs.gov.au.

  How can I cancel my direct debit or reoccurring payment?

  • Direct debits

    These are taken directly from your bank accounts.

    You can contact us or the merchant that the direct debit is set up with and request them to stop or hold the payment.

    Recurring payments

    Payments taken directly from your credit card or Citibank Debit Card on a periodic basis are referred to as recurring payments. To cancel these, you must contact the merchant to arrange another payment option or to cancel it all together.

  Cheque Clearance

  • If your account allows it, you may request a valid cheque to be cleared more quickly if you contact us and request a special clearance before you deposit the cheque.

    We will ask you for the following information:

    • BSB
    • Cheque Number
    • Payee
    • Drawing Bank
    • Drawer's Name
    • Citi Account Name
    • Account Number
    • Amount
  General tips on avoiding fees and charges

  • 1. Start by looking at your transaction records, keep a record of your monthly banking habits and review this to determine how you use your account.

    2. Determine if you have the right account to suit your needs.

    3. Plan your cash withdrawals to avoid ATM operator direct charges.

    4. If applicable, remember to maintain your minimum balance to avoid paying the Monthly Account Keeping Fee.

    5. Check your balance regularly, be aware of direct debit dates and schedule your payments so all bills are paid on time and you have funds available.

    6. Close any accounts you don’t use, or combine all your accounts into one Citibank account to avoid the monthly fees.

    7. Avoid credit card interest rate charges and use your own money to access worldwide ATMs, international retailers and purchase online and over the phone with a Citibank Debit Card.

  How to reactivate your account and keep it active

  • 1. Reactivate your account: make a funds transfer out of your account of at least one dollar (A$1.00) via Citibank Online or using the Citi Mobile^® App. Your account will be reactivated within 72 hours after this withdrawal.

    2. Keeping your account active: make a purchase, ATM withdrawal or transfer funds from your account at least once every twelve (12) months to ensure the account remains active for you to use.

  How to reactivate your debit card if restricted

  • 1. Sign On via Citibank Online: Services -> My Profile -> Card Activation or the Citi Mobile^® App: Profile -> Card Activation.

    2. If your debit card has expired, on reactivation you will not automatically be issued a new debit card. Please contact Citiphone to request a new card.

    
    

    Note: If you do not have sufficient funds to reactivate your account and need to retrieve your BSB and account number to complete the deposit, please refer to your latest statement on citibank.com.au

• How do I Add an Additional Card Holder to my Credit Card?

  • To apply for an additional cardholder, simply sign into Citibank Online and follow the steps below:

    Step 1: Click 'Services' menu and select 'Card Services'

    Step 2: Click 'Apply for New Card' and select Additional Cardholder

    Step 3: Authenticate yourself by entering a One-Time PIN using the Citi Mobile App or via SMS

    Step 4: Complete all required fields in the online application form and Click ‘Next’

• How do I apply for a Citi Credit Card?

  • To apply for a credit card, select the card you wish to apply for on the Credit cards Overview page.

• How long does the application process take?

  • It usually takes less than 20 minutes to complete your application online. Once we receive your completed online application, you will receive a response within 60 seconds.

• Can I track the status of my application?

  • Yes. You can track the status of your credit card or loan application at anytime, simply enter your 17 digit Application ID, mother's maiden name and date of birth here.

• Can I save my application and come back to it at a later stage?

  • Yes. To save your application you must click the 'Save' icon in the bottom left hand corner of your application. Once the pop up box appears, check that your email and mobile number is correct and click 'Continue'. Another pop up box will appear showing your Application Reference number, click 'Continue later' and you will be sent an email with your details so you can progress your application when it suits you.

• How do I upload my documents?

  • There are two stages where you can upload your documents:

    When applying for a card - Once you have submitted your application you will be provided with your application reference number on the confirmation screen, there is a document upload icon on this page. The icon is located under the section 'You may submit your documents via' click on 'Upload'.

    After you have submitted your application - You can upload your documents via the Citibank website by selecting the 'Credit cards' or 'Loans' tab at the top of the page, then from the drop down select 'Document upload'. You will then be prompted to enter your application reference number, mother's maiden name and date of birth. Once this information is entered click next, and your application number will be displayed, from this screen select 'upload file' to finalise your document upload.

• What documents will I need to supply?

  • All applicants must supply the following:

    Driver's Licence (back side of the driver's licence to include change of address if applicable) or proof of address (e.g. most recent electricity or utility bill)

    Medicare card or Passport to confirm residency

    Most recent mobile phone bill which reflects your name, address and mobile number.

    Additional information may be required depending on your employment status, we will advise you of this via email.

• My application has been declined, can I have it reassessed again?

  • You can apply for your application to be reassessed within 3 months of the initial decision provided your circumstances have now changed e.g. your income has increased or if your income is higher than what was initially declared on application.

    If you meet the above criteria you can request in writing for a reassessment of your application. Please include the following information in your reassessment request:

    • • Application ID
    • • Full Name
    • • Reassessment request (i.e. higher limit, different product)
    • • Additional documentation to support your request (income documents)
    • • Best contact details
    • • Signature

    You can either email or fax (1300 301 304) this information to us.

• Balance Transfers FAQs

  • Information to consider before taking a Balance Transfer

  • • What is a Balance Transfer?

      • A Balance Transfer involves transferring the balance(s) on your other credit cards or loans to a Citi Credit Card at a promotional rate for a set period of time. It can be a great way to save on Interest Charges.

        Once your balance has been transferred, be sure to close your old credit card account as this will not occur automatically.

    • How does a Balance Transfer work?

      • A Balance Transfer let’s you:

        1. Use up to 80% of your Citi Credit Card limit to pay down your balances on other credit cards or loans
        2. Take advantage of a lower interest rate for the promotional period of the balance transfer
        3. Use the benefits from the lower rate to increase your credit card repayments in order to pay down your Balance Transfer prior to the offer reverting to the Cash Advance rate at the end of the promotional period.

        Whilst taking advantage of the above points, you should remember that no interest free days are applicable to retail purchases when you have a balance transfer. This means any additional purchases will be charged interest at the Annual Percentage Rate for retail purchases.

    • How can I get the most out of my Balance Transfer?

      • To get the most out of your Balance Transfer it is important that you follow the below recommendations:

        1. Make additional payments (more than the Minimum Payment Due) throughout the promotional period to reduce the amount you owe
        2. Ensure you pay the outstanding balance prior to the end of the Balance Transfer offer. Any outstanding balances that were transferred will revert to the Cash Advance Rate at the end of the promotional period.
        3. Track any additional spending on the credit card as it will incur the applicable Annual Percentage Rate
        4. Close other credit cards and loan accounts once they have been repaid. The benefits of doing this are discussed in the question below.
    • What are the benefits of closing your other credit card after a Balance Transfer?

      • Some of the benefits from closing your other credit cards and loans are:

        1. Help reduce the total amount of credit card and loan annual fees you pay
        2. Simplify your finances and decrease the number of cards you hold
        3. Prevent you from accruing additional debt, by decreasing the available credit options
        4. Help prevent increases in your monthly debt obligations
        5. Reduce the amount of credit recorded against your credit bureau record
    • How does Balance Transfer affect the Interest charge on my account?

      • Once a Balance Transfer is processed on your Citi Credit Card, the interest charges will be as follows:

        1. During the promotional period, balances transferred across will be charged an interest rate as per the Balance Transfer offer you accepted
        2. There will be no interest free days, this means all retail purchases will be charged interest at the applicable annual percentage rate
        3. Any transferred balances that remain outstanding at the end of the promotional period, will revert to the cash advance rate

        For example, if your Balance Transfer rate is 0 % p.a. for 12 months, during the 12 months all additional purchases will be charged interest at the Annual Percentage Rate and at the end of the 12 months, any outstanding balances from the Balance Transfer will revert to the Cash Advance Rate. The additional purchases made throughout the promotional period will remain at the applicable Annual Percentage Rate.

    • If I have Balance Transfers at different rates, which one does my credit card payments get applied to first?

      • We will apply payments firstly to:

        1. Fixed Payment Option’s Monthly Instalment(s) due in the current Statement Period (if applicable); and then
        2. to the portion of the Closing Balance of your most recent statement which attracts the highest interest rate; and then
        3. to the portion of your balance which attracts the next highest interest rate;
        4. and so on.

        Payments are then applied to balances that have not yet been billed on your statement in a similar fashion.

    • What is a Balance Transfer fee and how is it calculated?

      • A Balance Transfer fee can be applicable on some promotional offers. This fee is calculated as a percentage of the total amount being transferred and is added to the Balance Transfer amount.

        For example, Balance Transfer amount of $10,000 with a 2% Balance Transfer Fee, results in the outstanding balance of your credit card to increase by $10,200 of which $200 is the Balance Transfer Fee.

        At the end of the balance transfer period, the interest rate on any outstanding transferred balance and balance transfer fee will revert to the variable Annual Percentage Rate for Cash Advances.

    • What account balances can be included in a balance transfer?

      • Any account balances from other financial institutions/stores, such as:

        Mastercard and Visa (all banks)

        Flexible Personal Loan

        Lines of credit

        The balance must be in the name of the primary account holder.

    • How long does it take to transfer my balance?

      • Balance Transfers can take up to 10 business days to process. Don’t forget to continue your existing repayments with the other credit provider until amount that you have balance transferred appears in that account and there is no outstanding balance.

        You should allow additional time for any cheques to be received at the other financial institution. You can monitor your account via Citibank Online to check if the transaction has appeared in your account.

    • How much can I transfer?

      • A minimum of $500 applies per transfer request. You can transfer as much of the other credit or store card balance as you would like, please note that you can only transfer up to 80% of the available credit limit of your new Citi credit card e.g. if you are approved for $10,000 credit limit, you can balance transfer $8,000.

    • What happens if the total amount of the balances I want to transfer are more than my Credit Limit?

      • Balance transfers can only be processed up to 80% of your total credit limit. For existing accounts, if a Balance Transfer request would result in exceeding your available limit on the day it is processed, we will inform you and you may change your request.

    • What debts cannot be included in a Balance Transfer?

      • You cannot include the following in a Balance Transfer:

        Existing Citi account balances

        Account balances from financial institutions/stores outside Australia

        Amounts greater than your available credit limit criteria

    • Do Balance Transfers earn rewards points?

      • Balance Transfers do not earn rewards points.

    • If I am a new credit card customer, how do I apply for a balance transfer?

      • When you apply for a Citi credit card, you can apply to transfer a balance from another financial institution.

        Please click here to complete your credit card application online

• Manage an existing Credit Card FAQs

  • If you are an existing cardholder, you can learn how to add cardholders, report lost or stolen cards, manage your credit card security, and more.

  • • How do I report a lost or stolen Credit Card?

      • If your card is lost or stolen, please contact us as soon as possible, at any time, via 13 24 8413 24 84 or our international customer service number +61 2 8225 0615+61 2 8225 0615.

        One of our Customer Service Officers will review your recent transactions, block your account to stop any fraudulent activity and organise to issue you with a new card.

        You can also deactivate your Credit card via Citibank Online. Simply log in, click on Services, My Profile and card Activation and follow the prompts to deactivate.

    • How do I add another cardholder?

      • To apply for an Additional cardholder, log on to Citibank Online and click on 'Services', 'card Services', then under 'Apply for new card' click on 'Additional cardholder'.

        Alternatively you can print and fill in the Additional cardholder form.

    • How do I change or set up my Credit Card ATM PIN?

      • To change your PIN simply log into Online Banking choose My Profile under Services then click on Change ATM PIN and select the card you wish to change.

    • How do I update my personal details and banking preferences?

      • Sign on to Citibank Online. Click on Services > My Profile > Personal Information > View / Update details, and then follow the prompts.

    • How is my card protected against fraud?

      • At Citibank we use a sophisticated network of secure systems across all your accounts, including your credit cards. Together these levels of protection safeguard you against credit card fraud, and you can shop safely either on the spot or online knowing you are protected.

    • Is it safe to use my card for online shopping?

      • As part of our ongoing commitment to keeping your transactions safe, we have implemented Secure Shopping of Mastercard SecureCode and Verified by Visa - which will provide added security to ensure only you can use your Citibank Debit or Credit card to make purchases online.

    • What do I do if I think someone has fraudulently used my card?

      • If you think someone has fraudulently used your card, please contact one of our Customer Service Officers as soon as possible, at any time, via 13 24 8413 24 84 or our international customer service number +61 2 8225 0615+61 2 8225 0615.

        One of our Customer Service Officers will review your recent transactions, block your account to stop any fraudulent activity and organise to issue you with a new card.

    • How do I increase or decrease my Credit Card limit?

      • Please contact one of our Customer Service Officers on 13 24 8413 24 84 or our international number +61 2 8225 0615+61 2 8225 0615 to inquire about increasing or decreasing your credit card limit.

    • What should I consider before travelling overseas?

      • Below are some tips for you to ensure you can access your funds while you are travelling overseas:

        Please provide us with your travel details, in the event that we need to contact you when you're overseas. If you use CItibank Online, please ensure that your mobile phone is set up with International Roaming, this will ensure you receive your OTP when you are transacting online.

        Remember your Citibank credit card may include international benefits like a higher earn rate on Citibank Rewards when you spend internationally, International Travel Insurance cover and Priority Pass lounge access. Be sure to review what benefits your Citibank credit card give you.

• How do I use my PIN?
  • • When using a PIN:

      • •Check that the amount of the purchase is correct (as you would if you were signing).

        •Press the 'CREDIT' or 'SAVINGS' key.

        •Enter your PIN on the keypad. For your protection your PIN is not displayed on the screen and will appear as asterisks (****) instead.

        •Press the 'OK/ENTER' key.

        •The screen will show if your transaction had been approved and you will be given a receipt.

    • How do I get a PIN?

      • If you did not select an ATM PIN during the application process, you can set up your PIN online by one of two ways:

        1. Log on to Citibank Online at citibank.com.au and select 'Change ATM PIN' under My Profile in the Services tab.

        2. Log on to the Citi Mobile® App and select ‘Select ATM PIN’ under the side menu. For more information on the Citi Mobile® App, visit - citibank.com.au/citimobile

        You do not need to know your existing ATM PIN to change or set up a new ATM PIN. For a quick interactive tutorial on how to change or set up your PIN, click here.

        If you are a First Time User, you’ll need to register for Citibank Online here first.

    • Does this impact 'Contactless / Tap & Go'?

      • When contactless (Visa payWave and Mastercard PayPass) is used, for any transaction under the value of $100 there is no need for you to enter a PIN or sign.

    • Do I need a PIN for purchases via internet or phone?

      • No. A PIN is only applicable when you are physically present at the point-of-sale during the purchase or cash-out transaction. You should never share your PIN with anyone if purchasing goods online or via the telephone. Online transactions will require your CCV number which can be found on the back of your card.

• Can I apply for a Flexible Personal Loan/s?

  • You can apply for a Flexible Personal Loan if you are at least 18 years of age, you are a permanent Australian resident and earn a minimum taxable income of $35,000 per year or more.

• What can I use a Flexible Personal Loan/s for?

  • You can use a Flexible Personal Loan for a range of personal purposes including buying a new car, going on a holiday or consolidating your debts.

• How much can I borrow?

  • This will depend on your income, existing debts and other expenses.

• How long will it take to apply for a Flexible Personal Loan/s?

  • It usually takes less than 20 minutes to complete your application online. Once we receive your completed online application, you will receive a response within 60 seconds.

• Products and features FAQs

  • Here you'll find answers to questions about features on our home loans and finding the loan that's right for you. If you want to talk to a Citibank Home Loan Specialist, call us on 1300 361 9221300 361 922.

  • • How does the Citibank Offset Mortgage work?

      • With the Citibank Standard Offset Mortgage, you can use your savings to offset your home loan, which means you'll save on interest charged. And with less interest to pay, you'll be able to pay your home loan off sooner, freeing you from your mortgage earlier.

    • Can I switch my existing variable rate loan to a fixed rate loan?

      • Yes. To request changes to your home loan please follow the steps below:

        Step 1 Print and complete the Home Loan Request Form

        Step 2 Enclose relevant supporting documents

        Step 3 Mail your application to:

        Customer Relationship Manager - Home Loans

        Citigroup Pty Limited

        GPO Box 4799

        Sydney NSW 2001

        A Customer Relationship Officer will then contact you to review your application.

• Getting started

  • Here you'll find answers to questions about how much you can borrow, deposits required, the documents you'll need to apply and more. If you want to talk to a Citibank Home Loan Specialist, call us on 1300 361 9221300 361 922.

  • • How do I know which loan is best for me?

      • There are many things that need to be considered when choosing a home loan an it can often seem confusing, but we can help find the right loan for you. A Citibank Home Loan Specialist can sit with you and tailor a home loan that suits your needs now, and for the future. To arrange a time to speak to a Home Loan Specialist click here.

    • Do I need a loan approved before bidding at an auction?

      • No you don't, but it is important that you understand how much you can borrow before you make these decisions. You can speak to a Home Loan Specialist about gaining a pre-approval and to understand your borrowing capacity so that when you do find that perfect home or investment property you can bid confidently. To arrange a time to speak to a Home Loan Specialist click here.

    • How do I apply for a home loan?

      • You can apply for a home loan a few ways.

        - Request a Home Loan Specialist to call you.

        - Contact your nearest Mortgage Specialist.

    • How much stamp duty will I have to pay?

      • Stamp duty can vary from state to state, please click here to find out just much it will cost in your state or territory.

    • What documents do I need to provide to apply for a home loan?

      • Once you submit your Citibank Home Loan application you will need to verify your ID by taking your details to Australia Post.

        Complete the Australia Post Identification Form and take it into any participating Australia Post Bank@Post outlet along with your Home Loan Reference Number to verify your identity and details. The form outlines the acceptable identification documents you will need to take with you.

    • How much can I borrow?

      • You can use the Citibank Borrowing Power Calculator to get an indication of your borrowing power. A Home Loan Specialist can sit with you and provide a full assessment of your borrowing capacity.

        You can get in touch with a Home Loan Specialist by:

        - Requesting a Home Loan Specialist to call you.

        - Contacting your nearest Mortgage Specialist here.

    • How much deposit do I need?

      • You need to have at least 10% deposit, plus the transaction costs.

    • What is the First Home Owner Grant (FHOG) and how can I apply for it?

      • To find out about the First Home Owner Grant and if you are eligible for it, visit the government's First Home Owner Grant General Information page

    • What is Lender's Mortgage Insurance and will I need this?

      • There are a number of variables that can influence whether you will need Lender's Mortgage Insurance and it is not necessary in all circumstances. Generally, if you borrow more than 80% (up to 90%) of the value of the property you're buying, you will need to pay Lenders Mortgage Insurance (LMI). However this condition varies depending on a number of factors including property type, location of the property and loan type.

        The LMI premium you can expect to pay will be based on the size of your home loan and the purchase price. One of the best ways to reduce the cost of LMI is to save a larger deposit.

    • Do I need to engage a solicitor?

      • Yes, we suggest you have a solicitor or conveyancer review the Contract of Sale for your new home, they may also be able to offer assistance with completing your mortgage documents.

    • How long will it take to have my loan approved?

      • Generally up to two days for a conditional approval, depending on the complexity of the loan and borrowing party, and depending on whether all of the information is provided to us with the application. It can take around 10 working days to give you a Final Approval on your application, including the inspection of the security property to determine its value. To allow enough time for the closure of your other loan (if you're refinancing) and provide all the information required for settlement, we suggest you submit your application at least one month prior to your anticipated settlement date.

    • Does Citibank have home building and contents insurance?

      • Yes, Citibank does have Home and Content Insurance. You can get a free quote by visiting our Insurance page.

    • How much will my repayments be?

      • Repayments will depend on a number of factors, and can change over the term of the loan. Factors may include: the loan amount, the term of the loan, the interest rate (and whether the loan is fixed or variable), the type of loan (and whether the loan is repaid interest only, or principle and interest). The Citibank Home Loan Calculator can provide you with some guidance on your ongoing repayments.

    • About your home loan FAQs

      Here you'll find answers to questions about owning your home sooner, saving money with extra repayments and more. If you want to talk to a Citibank Home Loan Specialist, call us on 1300 361 9221300 361 922.

    • Can I pay out my home loan at any time?

      • Yes. Variable rate loans can be repaid at any time, however, fees and charges may apply. Fixed rate loans can be paid at any time, but additional repayments of more than $1000 per month are subject to a Fixed Rate Break charge, plus fees and charges may apply. Fees and charges are outlined in our Home Loan Facility Agreement. Click here to access our Home Loan Forms.

    • Can I switch from a variable interest rate loan to a fixed interest rate?

      • Yes. You can apply for a change to your home loan. Visit our Existing Customers page to download a Home Loan change form.

    • How can I make a repayment on my home loan?

      • Make your home loan repayments via:

        - Funds transfer via CItibank Online

        - BPAY^®

        - Australia Post - Use an encoded slip from your Citibank deposit book and present with your Citicard

        - National Australia Bank - Use an encoded slip from your Citibank deposit book

        - Mail - post a cheque with a signed letter to:

        Mortgages Operations - Principal Reductions

        Citigroup Pty Limited

        GPO Box 4799

        Sydney NSW 2001

    • How often do I have to make a repayment on my loan?

      • Depending on the product that you select, you will have a weekly, fortnightly or monthly repayment schedule.

    • How can I change the amount of the repayment that I make on my loan?

      • You can make additional repayments for variable rate loans at any time , however, fees and charges may apply. You can make additional repayments for fixed rate loans at any time, but additional repayments of more than $1000 per month are subject to a Fixed Rate Break charge, plus fees and charges may apply. To find out what these charges are call 1300 131 1271300 131 127.

    • Fees and charges FAQs

      Here you'll find answers to questions about fees and charges on your home loan. If you want to talk to a Citibank Home Loan Specialist, call us on 1300 361 9221300 361 922.

    • When do I start repaying my loan and how much will my first payment be?

      • The first repayment is payable in accordance with the repayment schedule on your loan contract, and is generally due two months after the loan is settled.

        The first repayment amount will depend on the loan amount, term of the loan, interest rate and repayment type (eg interest only). This will also be specified on the repayment schedule on your loan contract. To estimate your loan repayments, you can use the Citibank Loan Repayment Calculator.

    • Can I pay back my loan earlier?

      • Yes. You can make additional repayments for variable rate loans at any time, however, fees and charges may apply. You can make additional repayments for fixed rate loans at any time, but additional repayments of more than $1000 per month are subject to a Fixed Rate Break charge, plus fees and charges may apply. Fees and charges are outlined in our Home Loan Facility Agreement.

    • What happens if I can't make the repayments to the loan?

      • You are obliged to make repayments every month, in accordance with the details of you loan. If you cannot make repayments, you should contact our collections department to discuss alternative arrangements. If you are having financial difficulty you can contract our financial hardship team.

    • How can I decrease my monthly payments over time?

      • If you wish to reduce your repayments you will need to call us on 1300 131 127 or apply for a change to your home loan. This request will be assessed on a case by case basis.

    • Can I pause my repayments on my home loan?

      • You are obliged to make repayments every month, in accordance with the details of your loan. If you cannot make repayments, you should contact our collections department to discuss alternative arrangements. If you are having financial difficulty you can contact our financial hardship team.

    • Can I split my home loan to both a fixed and variable interest rate home loan?

      • Yes. You can have up to four accounts associated with your home loan facility, each with different characteristics, for example you can have a fixed or variable; interest only, principle and interest or line of credit; and different loan terms.

    • Can I make extra payments on fixed loans?

      • Yes. You can make additional repayments for fixed rate loans at any time, but additional repayments of more than $1000 per month are subject to a Fixed Rate Break charge, plus fees and charges may apply. Fees and charges are outlined in our Home Loan Facility Agreement.

    • Can I redraw on my home loan?

      • Yes, for Variable rate loans - any additional repayments made on variable rate loans can be redrawn, subject to the terms and conditions in the Home Loan Facility Agreement.

• Fees and charges

  • Here you'll find answers to questions about fees and charges and how to minimise fees and save on interest. If you want to talk to a Citibank home loan expert, call us on 1300 361 922.

    • What fees will I pay on my home loan?

      • You can view all residential home loan fees by clicking here.

    • What are Citibank's fixed and variable interest rates?

      • Click here to view all residential home loan rates.

    • What stamp duty and charges do I have to pay when I buy a home?

      • Stamp Duty varies based on the value of the property, and the state or territory that the property is located. You can get an estimate of Stamp Duty using the Citibank Stamp Duty Calculator.

• General tips on avoiding fees and charges

  • 1. Check your account balances regularly to ensure that there are sufficient cleared funds available to make scheduled payments. You can do this by accessing your account through Citibank Online or by calling Citiphone on 13 24 84 or +61 2 8225 0615 (if you are calling from overseas).
    
    2. Always make your repayments by setting up a direct debit (Easi-Pay) to your Standard Mortgage or direct salary credit to your Mortgage Power accounts to avoid overdue payment fees.