Frequently asked questions.

  • Why am I receiving a new card?

    You're receiving a new card so you have the latest card security technology and Visa payWave.

    If your old card was not a Visa Debit card, you can now enjoy shopping online, just like you do with your credit card.

    If your old card was a Visa Debit card, your new features include Visa payWave functionality and the latest secure PIN technology when shopping in store.

  • Will I receive a new PIN?

    If your old card was not a Visa Debit card, you will need to choose a new ATM PIN by logging onto Citibank Online ‘Services‘ ‘My Profile‘ Change ATM PIN). To register for Citibank Online for further information visit online demo.

  • Why has my name changed on my card?

    If your name exceeds 19 characters, the name on your new card has been amended to accommodate the character limit imposed for chip cards. Please note, this change will not affect how you use your account/card in any way.

  • What is Visa payWave functionality?

    Visa payWave is the faster, easier way to make purchases under $100. You don't need to sign or enter a PIN, just wave your Citibank Visa Debit card against the contactless reader.

  • Are there any changes to my Citibank Online or Mobile app?

    No, your account details and sign on details will remain the same.

    If your old card was not a Visa Debit card, you will receive a new card number and PIN number, however this will not affect your online/mobile banking.

    Your new Visa Debit Card (or PIN) will also not affect your online/mobile banking.

  • Will I need to change my direct debits?

    No, your direct debits are set up using your account details, not your card number; therefore you won't need to make any changes.

  • What happens if I don't activate my new card?

    Your old card will expire 40 days after the date of your letter.

    You will need to activate your new card to access your linked Citibank accounts. To activate, simply sign the back of your card, call us on 13 24 84 and follow the prompts.

    Please note: You will be asked to enter your TPIN and date of birth. If you don't have your TPIN on hand, please opt to speak with a service representative. They will be able to activate your card over the phone.

  • Should I press 'cheque', 'savings' or 'credit'?

    If you have more than one Citibank account linked to your Visa Debit card, the account you opened first is considered your 'Primary account'.

    Your primary account is linked to the 'Credit' button and when making in store purchases, using payWave or clicking 'Credit', your transaction will be taken from your 'primary account'.

    If you are un-sure what your primary account is, or if you want to change the primary account set up on your Visa Debit card, please call us on 13 24 84.