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- Citibank Online - CBOL Security
We continue to make Citibank Online and Citi Mobile® App a secure banking environment for you. Authorizing your transaction has never been simpler and more secured.
Authentication methods
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SMS
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OSD
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Citi Mobile® Token
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| One-Time PIN (OTP) to Access Citibank Online Services | |||
| Transaction Authorization Code (TAC) for Transaction Signing |
OTP can be generated using your Citi Mobile® Token, OSD and via SMS to your mobile phone number. TAC can be generated using your Citi Mobile® Token and OSD. If you want to request for an OSD, please sign on to Citibank Online and request for one. Please ensure that your mobile phone number is updated to prevent any inconvenience.
Making banking a more seamless experience for you. Citi Mobile® Token replaces the need for the OSD. You can now authenticate all your transactions using just your mobile phone; from seeing your account balances to adding a payee and much more.
To see more on Citi Mobile® Token, please see here
One-Time PIN (OTP) to Access Citibank Online and Citi Mobile® App Services
You will be required to enter an OTP, a single-use random set of numbers that will be generated by your Citi Mobile® Token or OSD as a second level of authentication in addition to your User ID and Password to access Citibank Online and Citi Mobile® App services. Alternatively, you may also request for the OTP to be sent to your mobile phone* via SMS.
* In order for you to receive the OTP successfully, it is important to update the bank with your latest mobile phone number.
Using Citi Mobile® Token to generate OTP
After you have enabled Citi Mobile® Token
- Go to your Citi Mobile® App
- At the sign on screen, select
“Generate One-Time PIN (OTP)” - Enter Unlock Code
- Enter OTP where prompted
If you are performing a transaction on your Citi Mobile® App, authentication will be done automatically after you have entered the correct Unlock Code.
OR
Using Your OSD to Generate OTP
- Sign on to Citibank Online or Citi Mobile® App with your User ID and Password
- Press and hold the
button (right bottom button on the OSD) to generate an OTP when prompted
Transaction Authorization Code (TAC) for Transaction Signing
Transaction Signing uses transaction-specific information to generate a secure TAC. It is required when performing certain online transactions, including the following:
- Adding of Payee for Transfer & Payment
- High Value Transfer & Payment
- Telegraphic Transfer
- Change of E-mail Address
Using your Citi Mobile® Token to generate TAC
- Go to your Citi Mobile® App
- At the sign on screen, select “Generate One-Time PIN (OTP)”
- Enter Unlock Code
- Enter 10-digit transaction-specific information (Challenge Code) into box and select “Proceed”
If you are performing a transaction on your Citi Mobile® App, authentication will be done automatically after you have entered the correct Unlock Code.
OR
Using Your OSD to Generate TAC
- Press and hold the
button (left bottom button on the OSD) to begin - Enter the transaction-specific information (Challenge Code) as instructed on the Citibank Online or Citi Mobile® transaction screen
- Press and hold the button again to obtain a TAC
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Citi Mobile® Token can be used in the following scenarios:
Citi Mobile® App
Authenticate instantly with your unique Unlock Code for all transactions initiated in the Citi Mobile® App on your Citi Mobile® Token enabled device.
Citibank Online
Instantly generate an OTP or Transaction Authorization Code (TAC) with your unique Unlock Code, to authenticate all transactions on Citibank Online.
When making payment for online purchases
Instantly generate an OTP with your unique Unlock Code, for online purchases.
The unique Unlock Code ensures that only you have access to the Citi Mobile® Token on your device and can generate a One-Time PIN (OTP) and / or Transaction Authorization Code (TAC). Please remember your Unlock Code and do not share it with anyone.
Yes, you can still use your Online Security Device or get OTP via SMS. However, with the Citi Mobile® Token, if you are making transactions in the Citi Mobile® App on your Citi Mobile® Token enabled device, authentication is instant when you enter your unique Unlock Code. There’s no need to wait for OTP via SMS, or worry about misplacing your Online Security Device.
No, you will not be able to use the Citi Mobile® Token without installing the Citi Mobile® App.
Click here to download the Citi Mobile® App.
If you have lost your mobile phone, there are 3 ways to disable your Citi Mobile® Token:
- Login to your Citibank Online account on your browser and follow these steps:
→ Services → My Profile → Deactivate Citi Mobile® Token - By enabling the Citi Mobile® Token on another mobile device, the Citi Mobile® Token will automatically be deactivated on the previous mobile device.
- Call CitiPhone at +65 6224 5757 to deactivate your Citi Mobile® Token.
Simply enable the Citi Mobile® Token on your new mobile device, the Citi Mobile® Token will be automatically deactivated on the previous device.
Click here to learn how to enable the Citi Mobile® Token.
No, you will not be able to generate One-Time PIN (OTP) and / or Transaction Authorization Code (TAC) on the old device to authenticate your transactions. For security reasons, you can register for the Citi Mobile® Token on one device only. If you have enabled the Citi Mobile® Token on a new device, the Citi Mobile® Token on the previous device will be automatically deactivated.
Your OTP authentication may be unsuccessful because you have entered an incorrect Unlock Code. Please try again and note that entering an incorrect Unlock Code more than three times in a row will lock you out of Citibank Online and the Citi Mobile® App. Should you need assistance, please call our CitiPhone at +65 6224 5757.
If you have forgotten your Unlock Code, you can reset your Unlock Code. Click here for instructions on how to reset your Unlock Code.
Alternatively, you can try to refresh your Citi Mobile® Token from the Citi Mobile® App. Go to Settings → Manage Citi Mobile® Token → Having trouble? Try again.
Please call your Relationship Manager or our CitiPhone hotline at +65 6224 5757 for assistance.
If you wish to request for an OSD, simply follow the steps to request for an OSD via Citibank Online.
Select "Request for Online Security Device" link. You will then be prompted to fill in your details for the OSD to be mailed to you.
Alternatively, you may contact your Relationship Manager or call our 24-Hour CitiPhone Banking at
+65 6224 5757+65 6224 5757.
No, the new OSD has already been pre-registered for you. If you are still holding on to the old OSD (oval shaped device), please request for the new OSD to be mailed to you.
The new OSD provides Transaction Signing for Citibank Online and Citi Mobile® App, which is an additional authentication capability. It uses transaction-specific information (Challenge Code) to generate a secure Transaction Authorization Code (TAC).
TAC is required when performing certain online transactions, including the following:
- Adding of Payee for Transfer & Payment
- High Value Transfer & Payment
- Telegraphic Transfer
- Change of E-mail Address
No. The old OSD will be disabled immediately once you start using the new OSD. You do not need to return the old OSD to the bank and can dispose of it safely.
To display the OTP or TAC, you must press and hold the respective OTP button or TAC button. If nothing is displayed on the OSD screen, please use Citi Mobile® Token or call our 24-Hour CitiPhone Banking at
+65 6224 5757+65 6224 5757.
If you do not use your OSD for a prolonged period of time (varies from weeks to months), access to Citibank Online and Citi Mobile® App using your OSD may be disrupted. If this happens, please use the mobile Citi Mobile® Token or call our 24-Hour CitiPhone Banking at +65 6224 5757+65 6224 5757.
No. The OSD cannot be shared between different Citibank Online customers. Each customer will receive one OSD, which will be associated with only one user (together with their Citibank Debit/ATM Card Number and PIN)
You should inform us by contacting our 24-Hour CitiPhone Banking at
+65 6224 5757+65 6224 5757 to deactivate your lost or stolen OSD immediately.
You should request for a replacement OSD via Citibank Online.
The OSD is battery-powered with a lifespan between three to five years, depending on the frequency of the usage. Please request for a replacement OSD via Citibank Online.
Keep your OSD in a dry and safe place at normal room temperature. Please also do not leave your OSD near objects that emit strong magnetic fields (e.g. mobile phone).
Yes, you will still be able to receive your OTP on your mobile via SMS.
However, you will still need to use the Citi Mobile® Token or OSD for Transaction Signing when you perform the following transactions:
- Adding of Payee for Transfer & Payment
- High Value Transfer & Payment
- Telegraphic Transfer
- Change of E-mail Address
OTP generated via your mobile Citi Mobile® Token and your OSD is valid for up to 2 minutes. If you exceed 2 minutes, you will need to generate a new OTP again.
OTP generated from the OSD synchronizes with our servers each time you login. OSDs not utilized for long periods of time will be made to go out of sync with our servers. If you encounter errors while login in with a correct OTP generated from your OSD, please contact your Relationship Manager or call our 24-Hour CitiPhone Banking at +65 6224 5757+65 6224 5757 to re-synchronize your OSD.
Alternatively, you can use your Citi Mobile® Token to generate OTP.
To protect your information, your Citibank Online access will be disabled if you make too many incorrect entries for OTP.
Yes, the OTP via SMS can be sent to both a Singapore and overseas mobile phone number. Ensure that you have updated the bank with your latest mobile phone number.
If you have number retention, the OTP via SMS will not be forwarded to your new mobile phone. Please update your new mobile phone number with the bank.
Upon successful update of your mobile number, please allow 3 - 5 working days for your number to be effective and ready to receive OTP.
TAC is required when performing certain online transactions, including the following:
- Adding of Payee for Transfer & Payment
- High Value Transfer & Payment
- Telegraphic Transfer
- Change of E-mail Address
No, TAC can only be retrieved using a OSD with Transaction Signing capability or using your mobile Citi Mobile® Token.
To clear the last number you have entered in your OSD, you can press the
button (right bottom button on the OSD). To clear the entire entry, you must press and hold the button.
Please ensure the TAC you have entered matches the TAC displayed on your OSD or Citi Mobile® Token.
If the TAC matches the security code on your OSD or Citi Mobile® Token, the transaction-specific information (Challenge Code) entered previously may be incorrect
Please follow the on-screen instructions and repeat the process to generate a TAC If the TAC is still not accepted, please call our 24-Hour CitiPhone Banking at +65 6224 5757+65 6224 5757 for assistance.
To protect your information, your Citibank Online access will be disabled if you make too many incorrect entries for TAC.
Kindly note that your Citibank Online access may be disrupted if you do not use your OSD for a prolonged period of time (varies from weeks to months). If you experience problems using your OSD, kindly contact our CitiPhone Banking at +65 6224 5757+65 6224 5757.