Home>Frequently Asked Questions What do I need to get started on Citibank Online? You will need the following minimum system requirements: A Pentium PC (233MHZ with 32M RAM). Windows 95 or Windows NT Version 4 or better. Modem at 56 kbps. Netscape Communicator 4.0 or Microsoft Internet Explorer 4.0 or better. An Internet account. A Citicard (ATM Card) that is linked to your Bank Account and an ATM PIN or a Citibank Credit Card and an ATM PIN. *Customers must use their ATM PIN when using either their Citicard (ATM Card) or Credit Card. If I have both a bank account and a credit card, which card should I use to access Citibank Online ? If you have a Credit Card and a Bank Account with Citibank, please use your Citicard (ATM Card) number to login as this will allow you to view your full relationship with Citibank. If you have more than one credit card, you will see details of only the card with which you logged on. How do I get an ATM PIN, if I do not have one ? If you are an account holder and if you do not have an ATM PIN, you can get one at any of our branches. Or you can call our 24 hour CitiPhone Banking at 111 222 222 to have one issued to you. I am not a Citibank customer, how do I apply for Citibank Online ? You will need to open a Citibank account or get a Citibank Credit Card. Can supplementary cardmembers use Citibank Online? Yes, supplementary cardmembers can use Citibank Online. When I logged onto Citibank Online, a screen asking me to enable Cookies showed up. What should I do ? Just click on the link on the screen. It will direct you to a guide showing you how to enable the feature. Just follow the steps; you should not see the same error screen in your next logon. How do I ensure my Citibank Online transactions are safe ? To make sure your Citibank Online transactions are secured, check for the Security options on your browser. If you are using Netscape Navigator ver 4.0 or higher do the following : Click on the Security Icon on the toolbar on top of your browser to open the Security Information page. Click on Navigator on the left. Look for Advanced Security (SSL) Configuration. Select both SSL (Secure Sockets Layer) ver 2 and 3. Click on Configure SSL v2 and select both options listed. Click OK. Click on Configure SSL v3 and select the first four options listed (below). Click OK. If you are using Internet Explorer ver 4.0 or higher do the following : Click on Tools - Internet Options. Click on the Advanced Tab Scroll down to Security. Ensure the SSL 2.0 and 3.0 are selected. How can I verify that the Citibank Online pages belong to Citibank ? You can check by following these steps : Click on the image of the lock or a key at the bottom of the browser window when you have reached the page that needs your ATM PIN input. You will see the Security Info page. Click on View Certificate. You will see the Certificate page which tells you that the page on Citibank Online is encrypted. How can I register to use Citibank Online for the first time? If you are a first-time user of Citibank Online, you need to select Register Now button on Citibank Online Sign on Screen, which will take you to the Registration Page. There you will have to provide your valid Citibank Debit/ Credit Card Number and ATM PIN, select an appropriate Username and Password, and then choose 5 different Challenge Questions out of a list of 15. These Challenge Questions need to be answered and answers will then be confirmed. Once all your inputs are validated, your registration will be complete. You need to register once only. Next time you login to system you need to select your user name, provide password and response to Challenge Question. Why do I have to register Challenge Questions if I already have a Username and Password? Selecting 5 Challenge Questions along with the Username and Password provides an added layer of security to authenticate access to sensitive customer information. Each time you log into Citibank Online with your Username and Password, you will be asked to answer any one of the 5 questions selected at the time of carrying out registration. Only a Correct response will take you to Citibank Online Homepage. How many choices do I get to select my Challenge Questions from? You will get a list of 15 different Challenge Questions out of which you will be required to select and answer any five. Make sure all 5 of your questions are different from each other and your responses easy to remember for further Sign On attempts. Can my selected Challenge Questions be same? All five of the Challenge Questions selected should be different from each other. Citibank Online will not accept your registration in case any of the Challenge Questions selected by you are the same. What is the ideal format of my Challenge Answers? Answer length should be a minimum of 3 and maximum of 50 characters Answer cannot be left blank You need to remember all five questions and their answers, as such information would be required by you each time you login to Citibank Online One of the answers can be same as the Username but cannot be same as the Password All five answers should be different from each other No answer should begin with a space Your answer can have more than 2 consecutive identical characters, and does not necessarily have to be alphanumeric (consisting of both letters and numbers) What happens if I forget my Challenge Answer? If you have forgotten your Answer(s) to Challenge Question(s), you need to reset your account by selecting Unlock User Name from Citibank Online Sign On screen What will I do if I want to change my Challenge Questions/Answers later on after registration? If after registration, you wish to change your Challenge Questions and Answers, enter your valid Username and Password on Citibank Online Sign On screen, and then click Change Challenge Question link on the same screen. This will verify your access by asking you to answer any one of the questions you selected before, and correct answer will take you to the screen where you can change your Challenge Questions/Answers. What happens if I have forgotten my Username, Password and the answers to my Challenge Questions? If you have forgotten your Username, Password, and answers to Challenge Questions, you need to click Unlock Username option from Citibank Online Sign On page to re-register yourself. Will I have to answer all 5 selected Challenge Questions every time I login to Citibank Online? No, every time you login to Citibank Online with your Username and Password, you will be asked to answer any One of the five selected Challenge Questions to access your online account. such question would be randomly picked out of your five Challenge Questions at each login attempt by the system. How many trials am I allowed to do if I enter incorrect Challenge Answer repeatedly? What will happen after that? If at Citibank Online login time, you enter incorrect answer to the challenge question asked for verification, your account will be locked on the 6th incorrect attempt. You will then need to reset by using Unlock option on the Sign On Screen. How many times do I need to register challenge questions? You need to register for Challenge Questions once only. Next time you login to system you need to select your user name, provide password and response to Challenge Question. What is the fastest way to login to Citibank Online? Minimum requirement to login to Citibank Online is by providing a valid Username and Password at Citibank Online Sign On screen and responding correctly to a Challenge Question Do I need to accept Terms & Conditions every time I login? You need to accept Citibank Online Terms & Conditions only once during first-time registration. After that, every time you login, you will not be asked to accept Terms & Conditions first before proceeding on. Account Information Is the information on Citibank Online up-to-date? Yes, the available balance on your bank account(s) and available credit limit on your credit card are as of the current day. However, the current balance or amount used on your credit card does not include the pending transactions you made recently. How far back can I view my credit card transactions? You can view activities covered in the last three months statements, and pending transactions which were posted after the last statement date. What about my bank accounts? How far back can I view their transaction history? For Savings and Checking Accounts, you can view transaction activities that you performed in the past 90 days. What is the "Download Account Activity" function for? The function allows you to download account activities to other financial management softwares. Transfers and Payments What are the different types of Transfer and Payments available? The following are available to you on Citibank Online : Transfer funds within your account in Citibank Pakistan. Transfer funds from your Citibank account to any other bank account in Citibank Pakistan Foreign currency transfer anywhere in the world. Issue Demand Drafts in local and foreign currencies Issue Manager Checks in Pak rupee only. Payment for your credit card(s) from your bank account. Utility bill payment from your credit card. Will the transfer take place immediately? Transfers within your Citibank Pakistan accounts will happen immediately. Transfer to another Citibank Pakistan account will happen immediately. Transfer to another bank account within Pakistan in foreign currency will be processed within 2 working days. Is there a limit for the amount to be transfered? There is no limit for transfers within your Citibank Pakistan accounts. The limit of Rs. 20,000 per day applies for transfers to another Citibank Pakistan account. For foreign currency transfers over a certain limit a call back will be done for confirmation. How will the Managers checks / Demand Draft be sent out? Manager checks / Demand Draft will not be mailed. It will have to be picked up from the branch by you or your representative. Can I collect the Managers checks or Demand Draft personally from the bank? Yes, please specify the branch you would like to collect it from while requesting for a Managers checks or Demand Draft online. The same can be collected after two working days. Will I be able to request for a foreign currency transfer online over the weekend? You will be allowed to submit the request through Citibank Online on any day, but the transfer will be effected after 2 working days. How can I add my beneficiary accounts? You can add one type of beneficiary for fund transfers which is: Another Citibank Pakistan Customer. Payee List What is a Payee List and what is it used for? The Payee List function allows you to set-up your own Payee List for transfers and payments. Currently, the Payee List is fixed with Mobilink, PTCL, Instaphone, Paktel, and you can also add another Citibank Pakistan customer as your payee. Once you have updated this list, you do not need to input the payee account number every time you transfer funds. All you need to do is select the destination account from this list, and enter the amount you want to pay. To change your Payee List, click "Add a Payee" or "Delete a Payee" to update the payees on your personalized list. Bill Payment What is Bill Payment? Bill Payment is a service wherein you can pay for your utility bills i.e. Mobilink, PTCL , Instaphone, and Paktel bills through your credit card account. All Citibank Credit Cardholders can use this service on Citibank Online Do I need to enter the utility bill account number every time I make a payment? No. The "Add a New Payee" option is for you to update your own personalized payee list. Every time you want to pay your bills, you only have to select the payee from the list and input the payment amount. Customer Service Tell me about the Messaging Service on Citibank Online. This facility allows you to send and receive secure e-mail communication with Citibank. You can send various queries via Citibank Online. The Customer Service Unit will receive and respond to your messages.To send a message just select one of the pre-defined subject headings and type in your message.When you logon to Citibank Online, a pop-up message will appear (under the Customer Service icon) telling you how many new messages you have received. Are the rates that I see in Rate Inquiry up-to-date? Yes, they are updated daily. Can I get my account statement from Citibank Online? You can request statements (for a particular account or consolidated) for the following accounts: Checking Savings You will receive a copy of your Account Statement by mail. In what currencies can I request for a checkbook? Checkbooks are available in PKR, USD, GBP, EURO, and JPY. How will I receive the checkbook that I have requested? You may collect the checkbook after two working days from your branch. Information Center What is the Information Center? This feature allows you to browse our Citibank Pakistan website which has the full range of products and services, while you stay signed on to Citibank Online. When you have finished browsing the Website, to return to Citibank Online simply close your browser. Won't I get logged out of Citibank Online if I browse Citibank's web site? If you have logged on to Citibank Online and have not used the system for more than a few minutes, you will get a reminder message that says "We have not heard from you for a while". Make sure to acknowledge the message if you wish to stay logged on while you browse the website. What are the transactions that I can print in Summary Record? You can print the transactions you performed in that current session, such as summary of accounts, account balance details, transfers and payments, direct debit, newly added payee information, newly deleted payee. However, you will not be able to print out the following: Information viewed from Account Activity Account Activity file downloaded Information viewed from "See a Payee" New Messages read Messages sent Saved Messages read Rates viewed What is the Refresh button on the Record screen for? By clicking the Refresh button, you will see transactions that you have just performed, updated to the Record screen. Do I need to use Citibank Online from a specific computer? No, you can choose to use any computer or laptop that has Internet access with the minimum PC requirements . Do I need to install any additional hardware or software? No, you do not need to install any additional software if your PC meets the requirements. May I conduct my transactions at a Cyber Café? We strongly recommend that you do not conduct any banking transactions in an area where Internet service is available to the public. It is very difficult to ensure these PC's are free of any hacking programs which can capture your personal / account information. Should you have to perform transactions on public PC's, please ensure that you are at a reliable provider of internet access, and that you clear the browser's memory cache before leaving. Are the services offered to a Credit Card customer different than those offered to a customer accessing with a Citicard (ATM Card)? Each customer is offered the full range of services to which they are entitled. The difference is that if you have banking and credit card accounts and access the system with your Citicard (ATM Card) you will be offered both banking and credit card services, such as issuance of demand drafts, transfers to other accounts and payments to your credit card. If you enter your credit card number you will only see credit card details of the particular card and will be offered only credit card related services. What is OAC? OAC stands for Online Authorization Code. It's a 6-digit code issued for every new payee Citibank Online customer adds to make transfers. This payee can be another customer of Citibank Pakistan, or a Citibank customer abroad. You can activate payee by receiving OAC via sms on your mobile and/or email if you are enrolled on CitiAlert, or you can call CitiPhone at 111 222 222 to get payee activated. Why is OAC required for making transfer? OAC guarantees that every new payee that you wish to make transfer to is personally authorized by you through 6-digit code given to you for that payee. Do I need to enter OAC if I wish to make transfer to a payee I have already activated before? No. A payee needs to be activated only once. Next time you wish to make transfer to a payee already activated before, you can make it without further activation process. How do I get OAC via sms and/or email? You can receive OAC via sms and/or email if your CitiAlert service is activated. All you need to do is to just check on a checkbox given when you add a new payee, which notify us of your wish to receive OAC via sms and/or email. However, if you are not a CitiAlert customer, you can call CitiPhone at 111 222 222 and ask our CitiPhone officer to activate the payee for you. What happens to my existing payees on Citibank Online? Since your existing payees are not new payees and are already active, OAC is not required for their activation. Thus, they remain unaffected. You can continue to make transfer to existing payees as you normally do. Do I need OAC to pay my bills through Citibank Online? No. OAC is only required for the following payees: Payee who is another customer of Citibank Pakistan Payee who is a customer of Citibank of any other country ("Abroad") To pay utility bills, simply add the payee (InstaPhone, Mobilink, Paktel, PTCL Islamabad, PTCL Karachi, or PTCL Lahore) and go to Utility Bill Payment section to make the transfer. Such payees are automatically activated. What is the process for adding and activating a payee through Citibank Online? Adding a Payee: 1. After logging onto Citibank Online, select Transfer & Payments from top menu. 2. In Transfer & Payments section, select Add a Payee. You will see a screen which gives option to select payee for Utility bill payments, or payee who is a Citibank customer ( Pakistan or abroad) 1. If you select payee who is a Citibank customer in Pakistan, you will be taken to a screen which informs you about OAC activation, and asks you if you wish to receive OAC for this payee via sms and/or email (provided that you are enrolled for CitiAlert). On clicking next, you will be taken to a screen where you are asked to provide Payee Name and Account Number. Next screen will verify your Citibank Online password again, and upon correct password entry, you will be informed that the payee has been added but is inactive. You need to activate the payee through OAC. 2. If you select payee who is a Citibank customer Abroad, you will be taken to a screen which informs you about OAC activation, and asks you if you wish to receive OAC for this payee via sms and/or email (provided that you are a CitiAlert customer). On clicking next, you will be taken to a screen where you are asked choose the country of payee's account, and then you will provide Payee Name and Account Number. Next screen will verify your Citibank Online password again, and upon correct password entry, you will be informed that the payee has been added but is inactive. You need to activate the payee through OAC. 3. If you select InstaPhone, Mobilink, Paktel, PTCL Islamabad, PTCL Karachi, or PTCL Lahore Number to be added as a payee, the next screen will ask you to enter the number you wish to make payment for. System will then ask for your Citibank Online password again for verification, and your payee will be added and is automatically activated. Activating a Payee through OAC received via sms and/or email: Select Activate Payee in Transfer & Payment section. You will see a list of all inactive payees. Pick the payee you want to activate, and enter OAC received for it. Payee will be activated after you enter correct OAC. Activating a Payee by calling CitiPhone: If you are not a CitiAlert customer, or you wish to activate payee by calling CitiPhone, call 111 222 222. The CitiPhone Officer will ask your initial verifications, and then will activate payee that you mention to be activated. Note that you have to add that payee through Citibank Online before getting CitiPhone Officer's help for activation. After activation, you will see that payee's status as Active in your Citibank Online. How do I transfer funds? To pay your Utility Bills: go to Utility Bill Payment section in Transfer & Payments after adding the payee Select payee from the list to make payment to, enter payment amount, and click next. Enter your Citibank Online password for verification, and on correct password entry, payment will be made. To make transfer to another Citibank customer: Select Transfer to another customer of Citibank, Pakistan or Instant Transfer to Citibank Accounts Abroad from Transfer & Payments section, after adding and activating the payee. Select payee account and your own account to make the transfer, state transfer amount, re-enter Citibank Online password, and make the transfer. What type of Citibank Online account is required to make transfer? For making Utility Bill Payments, your Citibank Credit Card account must be mapped onto your Citibank Online account. To transfer funds to another Citibank customer ( Pakistan or Abroad), your Citibank Debit Card must be mapped onto your Citibank Online account.For further help in this regard, call CitiPhone at 111 222 222. How long am I given to activate a new payee? You will need to activate a new payee within 30 days of adding a payee to your Payee List. If you do not activate it with your OAC or by calling CitiPhone, the new payee will be removed from your Payee List. You will then need to add the payee again if you still wish to transfer funds to that particular payee. What happens if I enter incorrect OAC to activate a payee? If you enter incorrect OAC, system will prompt you to enter again. On 3 rd incorrect entry, the payee to be activated will be deleted from your payee list and your Citibank Online session will end. To continue your Citibank Online usage, you will have to login again. Forgot your password? Select the Password Reset link below to reset your Password. If you're a Debit Card customer, you will need to enter the following Username Debit Card number PIN number Account number If you're a Credit Card customer, you will need to enter the following Username Credit Card number T-PIN number Date of Birth For further assistance, please call our 24 hours Customer Services on 111-222-222. Go to: Password Reset Related topics: Forgotten PIN What if I forget my Username? Select Request a User ID Reminder link below to reset your Username If you're a Debit Card customer, you will need to enter the following Debit Card number PIN number If you're a Credit Card customer, you will need to enter the following; Credit Card number PIN number Date of Birth Go to: Request a User ID Reminder Related topics: Forgotten PIN My access has been blocked after several failures? If your Username and Password fail to match after six consecutive sign-on attempts, online account access will be blocked. To regain access, select the Password Reset link below, which redirects you to the reset Password. If you're a Debit Card customer, you will need to enter the following; Username Card number PIN number Account number If you're a Credit Card customer, you will need to enter the following; Username Card number T-PIN number Date of Birth For further assistance, please call our 24 hours Customer Services on 111-222-222. Go to: Password Reset Related topics: Forgotten PIN How do I change my password? Here's how to change your Password: Sign on Choose Change Password on the left navigation menu. Enter current Password. Enter new Password. Reconfirm new password. Related topics: Forgotten PIN Any tips on creating a password? Yes, there are guidelines you can follow when creating your password and ways to protect it after the fact. Choose a Good Password. These tips make it difficult for others to guess your password and help protect your account   Tips   Examples   Do use at least 6 characters and a combination of letters and numbers.   Good Passwords fireman28a 5occerfan1963 mar23mbbd   Do not use more than two consecutive identical numbers.   Bad Password Viper5555 Fireman888   Do not start or end the password with a space character     Do not use single words that can be found in any dictionary.   Bad Password kangaroo   Do not use your name, your spouse's name, your pet's name, birthday, favorite food, or any personal information that others can easily obtain. Bad Passwords viperfan fido (pet's name)   Do not use a password that contains part of your Online User ID or email address.   Bad Password jimmy (while your ID is jimmyinjersey) Password and Account Protection. There are several ways to protect your password. Make it memorable. Pick something you'll remember. If you do need to write it down, make sure it's kept in a safe location and not available to anyone but you. Also, since this will be the password you need to access your accounts, take the time to think of a good strong one. Change it periodically. Make sure to change your password from time to time using the Change Password link below. If you ever suspect that someone may have your password, don't take chances and change it immediately. Don't share it. No one representing the Citigroup family of companies will ask for your password in any way other than through the secure Web form on our Web site. And you should never give it to anyone who asks for it via e-mail, phone or any other medium--even if they say they're from Citigroup. Always sign off. End your session properly by selecting "sign off" and then closing the browser window--especially if you're using a PC at an Internet cafe or other public place. Update your browser. If a security update becomes available, it's a good idea to install it. Related topics: Forgotten PIN How do I change my Username? Sign on select Change Username which is on the left navigation menu Type in the old Username Type in the new Username Type in current password. Select continue and use the new changed Username. Related topics: Forgotten PIN Can my password be the same as the last one? No, it can not be the same as your last password. Why isn't Citibank Online accepting my Password xxx666xx? Citibank Online does not allow users to have more than two consecutive identical numbers. My first name is not being accepted as a suitable username? The username should be a minimum of 6 characters and preferably contain alphanumeric characters. Is there a limit to how many times I can change my Username? The user can change their Username five times in one day, a final conformation will be provided every time. If I forget both my Username and Password, what should I do? If you have forgotten both Username and Password, you need to click on Unlock your Username option on the sign on screen. Are three consecutive adjacent characters of a keyboard are allowed in the Username? (example :iop) Yes, three consecutive adjacent characters of a keyboard are allowed in the Username. Are three consecutive numbers allowed in the Username (example: 123) Yes, upto three consecutive numbers are allowed in the Username. Are three consecutive alphabets allowed in the Username (example: abc)? Yes, three consecutive alphabets allowed in the Username. Can my Username be made up of either all alphabets or all numbers? Yes, the Username can solely consist of alphabets or numbers or a mix of both. Citibank Online E Statements Citibank Global Transfers