Security Tips

1. If you got suspicious on a downloaded app, do not attempt to log in. Please stop any operations, delete the corresponding app and contact our staff immediately.
2. Be aware and do not download any counterfeit app which could be attached with Phishing program / Trojan to steal your login information.
3. Do not copy or install any app from uncertain sources on your mobile device.
4. Please note that you should download the APK file from our Bank’s website only when you cannot access the Google Play.
5. The aforesaid channel is the only authorized channels for downloading Citi Mobile^® App APK. To protect your information, please do not download Citi Mobile^® App via other unknown channels.

Face ID is a feature that enables login authentication based on facial map stored on your Apple iPhone. Fingerprint Login is a feature that enables login authentication based on fingerprints stored on your Apple iPhone device or Android™ device. It is an alternative login mechanism to Citibank Online User ID and Password.

iPhone Face ID login is currently available on Apple iPhone X, iPhone XS, iPhone XS Max and iPhone XR. iPhone Touch ID Sensor login is currently available on Apple iPhones that support fingerprint identity sensor with iOS version 9 or above while Android™ Fingerprint Authentication is currently available on Android™ phones with Android™ OS version 9.0 (Marshmallow) or later versions AND compatible with Trusted Execution Environment (TEE).

Only facial map/fingerprints stored on your device can be used to access the app. Your facial map/fingerprints data will not be stored in the Citi Mobile^®App or kept anywhere within Citibank. You can enable or disable Face ID/Touch ID/Fingerprint Authentication any time by selecting “Profile” button located in the top left hand corner → Under Profile & Setting select “Touch ID/Face ID”

When you enable fingerprint login, any fingerprint stored on your device can be used to log on to Citi Mobile^®app. If you have changed/removed your fingerprint(s) on your device, you will be requested to enable your fingerprint login again.

For security reasons, we recommend that you do not register third party finger prints in your device. This is to protect not just your Citibank account but the rest of your personal details in your device.

If your mobile device is lost or stolen, please contact our CitiPhone Banking at (852) 2860 0333 to suspend your online/mobile banking service; and your mobile service provider to suspend your SIM card and request a new one with the original mobile number.

After you get a new SIM card, you can contact us again to re-enable the online/mobile banking service. We strongly recommend you to change your password via Citibank Online for security reasons.

Yes, you can disable the Face ID/fingerprint login at any time by selecting “Profile” button located in the top left hand corner → Under Profile & Setting select “Touch ID/Face ID”

For security reasons, enrollment of the Face ID/fingerprint login for the Citi Mobile^®App is valid for 90 days. If you have not logged into the Citi Mobile^®App by manually entering the password within 90 days, the Face ID/fingerprint login will be disabled for the Citi Mobile^®App. If you wish to re-enable Face ID/fingerprint login, please selecting “Profile” button located in the top left hand corner → Under Profile & Setting select “Touch ID/Face ID”

Changing the mobile number or service provider will not disable the Face ID/fingerprint login.

Your Face ID/fingerprint login may have been turned off for any one of the following reasons:

• You have recently changed your User ID or Password
• You have not logged into your Citi Mobile App by entering your password for the past 90 days
• You have enabled the Face ID/fingerprint login for your account on a different device
• You have changed/removed your Face ID/fingerprint on your device
• You have removed your passcode on your device
• Your online account is locked because you have exceeded the maximum number of password/One-Time-Password attempts

Push Notifications is a new delivery method of alerts via Citi Mobile^® App. Today you can receive alerts via Push Notifications, SMS and/or Email.

Push Notifications

Select “Profile” button located in the top left hand corner → Under Profile & Setting select “Alerts & Notifications”

Note:

• Push Notification cannot be managed at Citibank Online. However, you can check your current enrollment status of Push Notification by logging on to Citibank Online > Services > My Profile > Citi Alerts.
• Since Google Play service is not available in China, if you use latest Citi Mobile Android app and frequently travel to China, you may not receive Push Notifications. Thus, we suggest you to enroll in SMS Citi Alerts again via Citibank Online.

SMS & Email Alerts

Log in to the Citibank Online > Services > My Profile > Citi Alerts

Enrolling for Push Notifications will automatically replace the SMS alerts that you may be currently receiving.

If you want to enable to receive alerts via SMS, please log on to Citibank Online > Services > My Profile > Citi Alerts > Modify Alerts > Edit > Select your alerts and check “SMS” box.

If you have enabled SMS alerts, please check the below:
 

• Your mobile phone is connected to a mobile network
• Your registered mobile phone number is correct

Enabling Push Notifications will automatically replace SMS alerts that you may be currently receiving. If you also want to receive alerts via SMS, please log on to Citibank online > Services > Citi Alerts > Modify Alerts > Edit > Select your alerts and check “SMS” box.

Yes, please refer to Q8 on how to maintain your Citi Alerts Service enrollment.

Enrolling for Push Notifications will automatically replace SMS alerts that you may be currently receiving. If you want to receive alerts via SMS at the same time, please log on to Citibank online > Services > Citi Alerts > Modify Alerts > Edit > Select your alerts and check “SMS” box.

It will not impact your Email Notifications. You will continue to receive your email notifications.

Select “Profile” button located in the top left hand corner → Under Profile & Setting select “Alerts & Notifications” → Toggle off “Enable Notifications”

You can log in to the Citi Mobile^® App, tap the alert icon at the top right corner to view your alerts.

Push Notifications will be retained in the app for 30 days after you receive them. You will not be able to delete any messages from your Citi Mobile^® App. But if you uninstall the app, all your notifications will be removed.

Changing the threshold limit in Citi Mobile® App will change the limit across all types of alert delivery including SMS and email.

For example, if your current ‘online transaction' threshold limit is HK$5,000 and you change the limit to HK$10,000, all subsequent alerts will be received when the amount of transactions are greater than HK$10,000.

There are 2 ways to disable Push Notifications if you have lost your phone
 

• Enroll for Push Notifications using another phone
• Call CitiPhone Hotline +852 2860 0333 to disable Push Notifications

For security reasons, a device can only be allowed for one customer to enroll at the same time. If you cannot enable Push Notifications on a device, it could be because another user has already enabled Push Notifications on this device. If you would like to enable Push Notifications on this device for your account, you can either:
 

• Ask the other user who has enabled Push Notifications on this device to disable it, or
• Delete and reinstall the Citi Mobile app, then log in to the Citi Mobile® App > Select “Profile” button located in the top left hand corner → Under Profile & Setting select “Alerts & Notifications→ Switch on/off the specific alerts for Push Notifications

We recommended that you only enable Push Notifications on the device that you commonly use.

Push Notifications cannot be moved from one device to another. Push Notifications will only be retained in your old device for 30 days after you receive them.

You may not be able to receive Push Notifications when your mobile cannot connect to a stable WiFi or mobile data networks. We recommend you to log in to the mobile app to check your Push Notifications regularly under the alerts icon

If you suddenly stopped receiving Push Notifications, please check the below:
 

• Your mobile phone is connected to a WiFi or mobile data network
• Your Citi Mobile® App has not been deleted
• Your Citi Mobile® App is upgraded with the latest version
• Your Push Notifications is enrolled for Citi Mobile® App
• You have not downloaded Citi Mobile® App and enrolled for Push Notifications on any other phone

If all the above are true but you cannot receive Push Notifications, please call CitiPhone Hotline +852 2860 0333 for further assistance.

Currently Citi Mobile^®App is available in the following 16 markets: Hong Kong, China, India, Indonesia, Japan, Korea, Malaysia, Philippines, Singapore, Thailand, Taiwan, Vietnam, Australia, United Arab Emirates, United Kingdom and USA. You can get our app in Apple App store or Google Play store in these markets by searching "Citibank HK".

If you want to use the latest Citi Mobile^®App on Android^™ mobile device, you will need to grant the permission "Make and Mange Phone Calls" to Citi Mobile^®App. Please be assured that notwithstanding these permissions, Citi will not make or manage any phone calls on your behalf.

Citi Mobile^®App currently supports iPhone iOS 13.0 or above and mobile phones with Android 9.0 or above. We strongly recommend you not to use any mobile phone or tablet with non-compatible operating system.

You can create your User ID and password via Citi Mobile^®App. Download and launch the Citi Mobile App, tap on "New? Create a login account", and provide the details as stated on screen to complete the registration.

To enable you to log on faster, we have eliminated the step of User ID input. Once you have logged on to the app with a User ID, your mobile device will be linked to this User ID. From then onwards, you are only required to input your password to log on. Each mobile device can only be linked to one User ID.

To enable you to log on faster, your mobile device will be linked to a User ID that you log on with most recently. From then onwards, you are only required to input your password to log on. Since each mobile device can only be linked to one User ID, please use another mobile device or desktop/laptop computer to manage other accounts. If you want to log on with another User ID in the same mobile device, please tap 'Forgot?' > Input ATM card number & PIN of this account (For Credit Card customer, please input Credit Card number, CVV2 & date of birth). Upon successful authentication of a One-Time Password, you can input a password of this account to log on.

We recommend you to reset your password to ensure that is a correct or a valid password to log on. To reset your password, simply tap 'Forgot?’.

Your user ID may be temporarily suspended. Please tap "Forgot?" on the login screen, input required information and login again upon successful authentication of a One-Time Password.