Home>Citibank Online FAQs Manage your accounts Citibank Online CitiPhone Banking ATM and EFTPOS network International services Citibank Online - Frequently asked questions Your Account About Citibank Online What is Citibank Online? Citibank Online is the secure Internet Banking facility provided by Citibank for our customers. Citibank Online is the gateway for customers to perform their entire Internet Banking needs at any time - including checking account balances, transferring funds, making bill payments and carrying out other functions. What if I make a transaction mistake? Please contact CitiPhone Banking on 13 24 84 or +61 2 8225 0615 (if outside Australia) to confirm your instructions immediately. We remind our customers to ensure that transfers are accurate prior to submitting. Are there any charges for using Citibank Online for Internet Banking? There is no charge for Citibank Online. Some transactions performed via Citibank Online may incur a charge. Please refer to Citibank's Fees and Charges Schedule to confirm transaction charges. When can I use Citibank Online? Citibank Online is available 24 hours a day, seven days a week. How can I obtain a copy of the Terms and Conditions on using Citibank's Internet Banking service? The terms and conditions for Citibank Online are contained in the Non-Cash Payment Facilities Terms and Conditions.. We recommend that you read these terms and conditions carefully as they govern your use of Citibank Online. You are also advised to download and keep a copy of the Non-Cash Payment Facilities Terms and Conditions in a safe place for future reference. Can I use Citibank Online when I am away from home? You can access Citibank Online from any computer with an Internet connection. However, for online security reasons, we strongly recommend you avoid using public or shared computers, such as Internet cafes, to do your online banking. Can I use Citibank Online with my business account? Yes, provided you have a Citicard linked to your business account. What accounts can be used with Citibank Online? Any accounts linked to a Citicard (such as a Transaction account, Ready Credit or Revolving Mortgage) or Credit Card in your name may be used with Citibank Online. Do I need to pre-register to use Citibank Online? Prior to using Citibank Online you will need to set up your User ID, Password and Security Questions. To learn how to complete this process visit the Citibank Online - Getting Started page Can I download a statement using Citibank Online? You can download or print an electronic statement. Electronic statements are available for a rolling period of 12 months for Deposit, Ready Credit. Mortgages and Credit Card accounts. You can also print recent Account Activity or export account information to your computer for use with Microsoft Money or Quicken. Can I access my business and personal account details in the same Citibank Online session? Business accounts may be accessed with a User ID based on a business Citicard and personal accounts with a User ID based on a Personal Citicard. Can I opt out of Citibank Online? Yes, if you wish to opt out of Citibank Online, please contact CitiPhone Banking on 13 24 84 (within Australia) or +61 2 8225 0615 (if outside Australia). Your PIN What is my card number and Code/PIN? Your card number is the 16-digit number that appears on your Citibank Credit Card or Citicard (ATM/EFTPOS card). Your Code/PIN (ATM PIN) is the Personal Identification Number issued with your card. Your card and PIN will be verified for security when you register to use Citibank Online. Your CitiPhone Banking Self Service Telephone PIN (TPIN) will not work with Citibank Online as it is used in Telephone Banking. What if I forget my PIN? Please contact CitiPhone Banking on 13 24 84. Why do I need my ATM PIN for Citibank Online? Your ATM PIN is one piece of information we use to identify you so you can create your Citibank Online User ID and Password. You will also need to use your ATM PIN to identify yourself if you ever need to reset your User ID because you have forgotten your Password, answers to security questions, User ID or you have obtained a new Citicard or Citibank Credit Card. Please note that if you have more than one card (e.g. a Credit Card and a Citicard) then you can only change the ATM PIN for the card you used when you created your User ID. Can I change my ATM PIN? Yes. Once you have signed on to Citibank Online select, "Change User ID/Password/ATM PIN" from the Jump To drop down list. Security What should I do if I think somebody is accessing my accounts without my permission? Please contact CitiPhone Banking on 13 24 84 or +61 2 8225 0615 (we will accept a reverse charge call made through an international operator) immediately if you think your account details are being accessed without your authority. How do I protect my Citibank Online account? There are many ways to ensure your Citibank Online account is secure. Learn more about Online security for more Security tips. Why do I enter my Password with my mouse using the on-screen keyboard? Entering your Password by clicking the on-screen keyboard helps protect your Password from possible key logger software or similar which can attempt to monitor your activity. Funds Transfer Is there a limit to the amount of funds I can transfer? You can transfer a minimum of AUD$10 per day. Transfers to other accounts are subject to a limit of AUD$10,000 per day. Please note that you may not transfer funds from your Credit Card account. Which account can I use for BPAY®? Provided there are funds available, you can use any of your Citibank accounts. Please remember some billers do not accept Credit Card payments. Always check your bill for the different payment methods available. Why is the biller I want to pay not on the BPAY® list? Only registered BPAY® billers are accepted by this service. What information do I need to transfer funds to another person's account? For transfers to accounts in Australia, you will need: The BSB number of the receiving bank. This is a 6-digit number and indicates the bank and branch number that the funds are being transferred to The account number you are sending the funds to Please ensure that the account number for the payee you establish is correct as Citibank will credit the account based solely on the account number and BSB provided. For transfers to Citibank Australia accounts, you will only require the Citibank Australia account number. Please ensure that the account number for the payee you establish is correct, as Citibank will credit the account based solely on the account number provided. How do I set up a new Payee using the Online Authorisation Code (OAC)? When a new Payee is added, a unique 6-digit code, the Online Authorisation Code (OAC) will be issued to you to activate the new Payee. Learn more about the Online Authorisation Code. How can I confirm that the Payee has received payments I have sent? Any transfer made from your account will appear on your Account Details and Activity enquiry as a debit immediately,with the exception of Credit Card and Ready Credit accounts for which the details will be available within two business days.It is suggested you contact the Payee directly to confirm receipt of funds. Can I transfer funds from my Credit Card account? No, but you may use your Credit Card to pay accounts using the BPAY facility. Please note some billers do not accept Credit Card payments. Always check your bill for the different payment methods available. How can I transfer money overseas? If you are transferring to a Citibank Account overseas: To transfer up to the daily limit of AUD$10,000 to a Citibank Account Overseas, select "Bill Payments & Transfers" and then select your Overseas Citibank Account payee. Please ensure that the account details of the international account you want to transfer to is on your payee list and has been activated with an Online Authorisation Code (OAC) or through a Customer Service Operator. Learn more about Citibank Global Transfers and participating countries. To transfer funds exceeding the AUD$10,000 dailydaily limit, select "Bill Payments & Transfers" and then select "Transfer Money Abroad" in Step 1 and then enter the details of your payment on the form provided. The account details in this form do not need to be on your list of payees. If you are transferring to a Non-Citibank Account Overseas or a Citibank Account that is not supported by Citibank Global Transfers: To transfer funds select "Bill Payments & Transfers" and then select "Transfer Money Abroad" in Step 1 and then enter details as required. Is there a charge for sending payments abroad? Transfers to another Citibank Account overseas within the $10,000 daily limit is free of charge. Learn more about Citibank Global Transfers. Payments to other accounts outside Australia are sent by Telegraphic Transfer and normal Telegraphic Transfer fees will apply. Please refer to Citibank's Fees and Charges Schedule to confirm current Telegraphic Transfer fees. How long will it take for transfers to become effective? Transfers to another Citibank Australia account are credited immediately. For transfers to another Australian bank account, the Payee would expect to receive the funds within two working days. How long before my BPAY® payment is received by the Payee? Payments made by 5:00pm Sydney Time should register with the Payee by the next working day. Are inter-bank and overseas transfers subject to a clearance period? Inter-bank transfers within Australia are transferred as cleared funds. A clearance period may be applied to all overseas transfers by the receiving bank. Technical Support What are the recommended software and browser requirements needed to access Citibank Online? We recommend you use a PC and Internet connection with the following minimum requirements to ensure a secure Internet Banking session. Ensure you are using up-to-date operating system and browser software. Visit the Windows Update site to update a PC running on Windows Install up-to-date anti-virus software, ad/spyware scanner and a firewall on your computer. For more advice please visit our online security tips page Browser requirements are listed below. Please note that some Macintosh users may experience difficulties using our website Recommended browser and operating systems Recommended Requirements Aside from commonly used browser plug-ins such as Adobe Reader there is no special software required to use Citibank Online. We have tested a number of operating system and browser combinations and the following combinations are recommended: Operating System WIN XP MAC OS X Internet Explorer Version 6.0 NA Safari NA Version 1.2 Our tests have shown that Citibank Online will also work with the following: Operating System WIN XP WIN 2K WIN ME MAC OS X Internet Explorer Version 6.0 Version 5.5 Version 6.0 Version 5.5 NA Safari Version 1.2 NA NA 14% Firefox Morzilla Version 1.0.5 Version 1.0.5 NA Version 1.0.5 Testing of Operating System and Browser combinations is carried out on a best endeavours basis. Citibank cannot guarantee that the abovementioned combinations will work in every situation as there are many variables such as browser plug-ins/overlays, anti-virus software, security and other patches to operating systems/browsers which cannot be tested in every single combination. How do I enable Pop-up windows for Citibank Online? There is an extra feature added to Windows XP with Service Pack 2, which blocks Pop-ups. This prevention of Pop-ups may interfere with logging on to www.citibank.com.au. There are also several new additions to commonly used toolbars e.g. MSN Messenger version 6.2 and 7.0, Yahoo and Google, which are preventing Pop-ups from appearing as a default You can set Citibank online as a trusted Pop-up site using the following steps: For Internet Explorer 6 on Windows XP: Select the 'Tools' option from the top of your browser window. Select 'Pop-up Blocker', and then click on 'Pop-up Blocker Settings...' Type the Citibank web address with an asterisk at the beginning (e.g. *.citibank.com.au) into the 'Address of Web site to allow box' then click 'Add'. Click 'Close'. Do I need to download any special software to use Citibank Online? Aside from commonly used browser plug-ins such as Adobe Reader there is no special software required to use Citibank Online but it is important that your browser and operating system meet the recommended requirements mentioned above. How can I get a printed record? You can obtain a printed record of a transaction by selecting "GO TO Print Receipt" or "View Record" at the conclusion of the transaction. A second browser window will pop up, displaying the information, which may be printed using your browser's print command. How do I send an email to Citibank? You may send us a secure mail via "My Mailbox" within My Home. Why doesn't the browser BACK or FORWARD command work? The browser's BACK and FORWARD navigation commands are disabled while you are signed-in to Citibank Online. Please use the navigation buttons presented within the Citibank Online window. Who can I call if I have problems connecting to the Internet? Please contact your Internet Service Provider (ISP) or company Systems Administrator as applicable. Who can I call if I encounter technical problems? Please contact CitiPhone Banking on 13 24 84 or +61 2 8225 0615 (if outside Australia) with your technical question. Make sure your computer is switched on so a Customer Service Operator can assist you with your enquiry. Please have the following details ready: Does your computer meet the minimum requirements for signing on to Citibank Online? Do you encounter the same problem on another computer? Date and time of incident/s System Information Operating System - Windows 95, 98, 2000, NT, ME, XP Service Pack 1 or XP Service Pack 2, MAC OS X (version 10.2x) Browser - Internet Explorer 5.0, 5.5, 6.0, Netscape 4.7x or 7.0x Details of problem Problem description - please include the exact steps you have taken before the problem or incident occurred Error messages encountered Does the problem or incident occur before or after signing on to Citibank Online? Does the problem occur intermittently, constantly, or did it occur once? If you are transferring to a Non-Citibank Account Overseas or a Citibank Account that is not supported by Citibank Global Transfers: To transfer funds select "Bill Payments & Transfers" and then select "Transfer Money Abroad" in Step 1 and then enter details as required. Contact Us If you would like to contact us with your question, you can do so in one of the following ways: By telephone Contact CitiPhone Banking on 13 24 84 or +61 2 8225 0615 (if outside Australia) available 24 hours a day, seven days a week and speak to a Customer Service Officer. Online Click here to email us at any time with your question. ® Registered to BPAY Pty Ltd ABN 69 079 137 518

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