HELP AND SUPPORT

Welcome to our Citibank
Help & Support Centre

Welcome to our Citibank Help & Support Centre

Top Six FAQs

  • Mobile Wallets

  • How do I change my PIN?

  • Balance Transfer

  • How do I activate my card?

  • How do I register for Online Banking?

  • How do I open a Citibank account?

You can now pay with your phone using Apple Pay, Samsung Pay or Citi Pay.

For further information, please click on the following:

-Apple Pay

-Samsung Pay

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.

Balance transfer refers to a transfer of an outstanding balance from another credit, loan or Australian store card to a Citibank credit card. For further information on Balance Transfer please click here

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.

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.

You can choose how you would like to open an account:

Open an account online.

Call us on 13 24 34

Visit any Citibank branch.

  • Online Banking FAQs
  • Mobile Wallets - Apple Pay
  • Mobile Wallets - Samsung Pay
  • Mobile Wallets - Citi Pay
  • Bank Account FAQs
  • Credit Card FAQs
  • Flexible Personal Loan FAQs
  • Home Loan FAQs

How do I update my contact details online?

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

Mobile Wallets – Samsung 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.

            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.

            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.

            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.

            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.

            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.

            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.

            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.

            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?
      • 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.

  • Fixed Payment Option
  • Switch to eStatement.