Use “Emergency e-banking Service Lock” to lock your e-banking service and access immediately

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important information

You should activate Emergency e-banking Service Lock only if you found suspicious login or suspect your login credentials have been compromised. There will have no impact to card transactions, pre-authorized or pre-scheduled payments. If you unfortunately fell into card related scams, report lost or stolen card immediately.

Take necessary action such as report card lost before deactivating the Emergency e-banking Service Lock. You will be required to reset password during deactivation to ensure your account’s safety.

You will be able to deactivate the Emergency e-banking Service Lock yourself using the same device with Enhanced Security Function enabled. If you have difficulties in the deactivation process, call us at +852 2860 0333.

Learn more about Emergency e-banking Service Lock

Activate Emergency e-banking Service Lock with a registered Citi Mobile^®App

Select Emergency Center from Citi Mobile^® App pre-login page > “Emergency e-banking Service Lock”

Select Emergency Center from Citi Mobile^® App pre-login page > “Emergency e-banking Service Lock

Select “Continue” if you confirm you are at risk of fraud only due to suspicious login activities or login credential being compromised.

Read the “Important notes” and acknowledge to proceed the Lock activation. If your device has not registered with Enhanced Security Function, please registered with SMS One-Time Password (OTP) before activation.

Check your SMS and email to confirm that Emergency e-banking Service Lock has been activated successfully. If not, please reset password immediately and connect with us via +852 2860 0333.

After Emergency e-banking Service Lock has been activated, Citi Mobile^® App will become read-only for transaction details . Citibank Online access will be restricted.

Select Emergency Center from Citi Mobile<sup>®</sup> App pre-login page > “Emergency e-banking Service Lock

Select “Continue” if you confirm you are at risk of fraud only due to suspicious login activities or login credential being compromised.

Read the “Important notes” and acknowledge to proceed the Lock activation. If your device has not registered with Enhanced Security Function, please registered with SMS One-Time Password (OTP) before activation.

Check your SMS and email to confirm that Emergency e-banking Service Lock has been activated successfully. If not, please reset password immediately and connect with us via +852 2860 0333.

After Emergency e-banking Service Lock has been activated, Citi Mobile<sup>®</sup> App will become read-only for transaction details . Citibank Online access will be restricted.

Deactivate Emergency e-banking Service Lock with a registered Citi Mobile^® App

Select Emergency Center from Citi Mobile^® App pre-login page > “Resume e-banking Service”

Select “Deactivate” and proceed login if you confirm your account is out of fraud risk and has taken necessary steps such as checking transaction and login record during Lock activation period.

Reset password with your card details and date of birth or ATM pin.

Check your SMS and email to confirm that Emergency e-banking Service Lock has been deactivated successfully. If not, connect with us via +852 2860 0333.

You will be able to resume full e-banking service after deactivation. Please login again with new password.

Select Emergency Center from Citi Mobile<sup>®</sup> App pre-login page > “Resume e-banking Service”

Select “Deactivate” and proceed login if you confirm your account is out of fraud risk and has taken necessary steps such as checking transaction and login record during Lock activation period.

Reset password with your card details and date of birth or ATM pin.

Check your SMS and email to confirm that Emergency e-banking Service Lock has been deactivated successfully. If not, connect with us via +852 2860 0333.

You will be able to resume full e-banking service after deactivation. Please login again with new password.

Report Lost and Stolen Credit Card

Select “Emergency Center” from Citi Mobile^® App > Report lost and stolen card

Select the card that needs to be report lost.

Confirm report credit card lost

How to bank safely with the Citi Mobile® App

Register Citi Mobile^®App Enhanced Security Function

Bind Citi Mobile^® App with your trusted mobile device to ensure high risk transactions could only be completed with your trusted device and successful login.

Be aware of Citi alerts unauthorized transactions

Do not share your SMS OTP to anyone. Pay attention to Citi Alerts especially login and transaction related notification. Take necessary action in blocking e-banking services or report lost and stolen card immediately.

Manage your funds transfer limit

Adjust your fund transfer limits to protect yourself against possible scams. This can help prevent large sums of money from being transacted out of your bank account if your login credentials are compromised.

Frequently Asked Questions

What is Emergency e-banking Service Lock?
What would happen after I activated Emergency e-banking Service Lock?

Once you have successfully activated Emergency e-banking Service Lock , below restrictions will be immediate effective:
- Citibank Online access will be restricted
- Citi Mobile^® App will become read-only mode, only account overview and transaction details could be viewed
Transactions with your debit/ credit cards and pre-authorized transaction will not be impacted. You will be able to report card lost or stolen from pre-login page and reset password in Citi Mobile^® App.
How do I activate “Emergency e-banking Service Lock”?
Should I activate “Emergency e-banking Service Lock” if I lost my debit/credit card or found any unauthorized transaction?
How do I deactivate “Emergency e-banking Service Lock” to resume my e-banking access and service?
How do I know if the “Emergency e-banking Service Lock” activation/ deactivation was successful?
Will I be able to use my credit or debit card for purchase after I activated Emergency e-banking Service Lock?
Will my joint account holder or supplementary card holder be impacted when I activated “Emergency e-banking Service Lock”?

important information

Activate Emergency e-banking Service Lock with a registered Citi Mobile® App

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Deactivate Emergency e-banking Service Lock with a registered Citi Mobile® App

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Report Lost and Stolen Credit Card

How to bank safely with the Citi Mobile® App

Frequently Asked Questions

Frequently Asked Questions

To borrow or not to borrow? Borrow only if you can repay!

Activate Emergency e-banking Service Lock with a registered Citi Mobile^®App

Deactivate Emergency e-banking Service Lock with a registered Citi Mobile^® App