The login to Citibank Online remains the same. You can login with your User Id and I-Pin. You only need your One-Time PIN (OTP) after logging in, when you perform online transactions or want to see detailed account statements.

The One-Time PIN (OTP) serves as a second-level authentication when you perform protected transactions at Citibank Online. Should your User ID and PIN be compromised for any reason, the intruder will not be able to access your account online without the OTP. As such, you can enjoy total peace of mind when you bank online with us.

A One-Time PIN (OTP) is a randomly generated 6-digit number. With second-level authentication, you will need this OTP each time you perform transactions on Citibank Online. The OTP can be received via an SMS to your mobile phone.

When you need to perform an online transaction, you will be required to enter an OTP as a second level of authentication to confirm that the transaction is authorised by you. This OTP will be delivered to you via SMS.

You only need to enter an OTP once per online session. Once you have entered your OTP you can perform as many transactions as you like within that session.

Effective 1st April 2008, you will be able to only view your account balances online without the OTP. Viewing account details and conducting transactions will require a second level authentication.

OTP will be implemented for all online transactions, including View Statement and Account Details & Activities, effective 1st April 2008.

Your Online Security Device (OSD) is a personalised compact device that randomly generates a One-Time PIN (OTP) just for you when you perform protected transactions on Citibank Online.

You may request for a Hardware Token (which is your Online Security Device) by logging into Citibank Online.

No, if you have registered your mobile phone number with us, you can choose to receive your OTP via SMS, thus you do not necessarily need an OSD.

However, Citibank also provides you an alternate way of generating the OTP through an OSD if you belong to either one of the following groups:

• You travel frequently
• You do not carry a mobile phone

Yes, you can still request for a One-Time PIN (OTP) to be sent to you by SMS. Please ensure that your mobile phone number is updated with the bank in order to receive your OTP by SMS.

Your first Online Security Device (OSD) is complementary and has a lifespan of 3 to 5 years, depending on usage, before it has to be replaced. For replacement of a lost OSD, a $15 charge applies.

SMS is the primary mode for delivering One-Time PIN (OTP). This gives you the most flexibility and convenience since it does away with the need for you to carry additional hardware (the Online Security Device (OSD)) wherever you go. However, some customers may not have a mobile phone or simply prefer to use an OSD. Hence, this option is also available.

If you lose or damage your OSD, please get in touch with the NRI Service Center nearest to you to request for a replacement or request for a fresh OSD through Citibank Online. A $15 replacement charge applies.

The OSD mailed to you is ready for use. Simply press the button to generate the OTP and you can use the OTP for the authentication.

• An OTP received via SMS is valid for 5 minutes
• An OTP generated by your Online Security Device (OSD) is also valid for 5 minutes. If you have not used the PIN within 5 minutes, please request for a new OTP

DO's

• Keep your OSD in a safe and secured place at all times
• Store your OSD in a dry and cool environment, away from water or extremely high temperatures
• Personalise your OSD so that it is recognisable by you
• Contact us at NRI Business Centers immediately if you lose or damage your OSD
• Inform us when the message "BATT" appears on your OSD. This indicates that the battery is running low

DON'Ts

• Do not allow anyone to meddle with or use your OSD
• Do not leave your OSD unattended or exposed with the One-Time PIN (OTP) displayed on the screen
• Do not reveal your OSD's serial number or One-Time PIN (OTP) to anyone
• Do not drop your OSD from great heights, step on it, or attempt to dismantle it
• Do not label your OSD with your name, passport number or any other information that may identify the device to you
  

The OTP SMS will not get forward to your new phone if you have number retention. So please get in touch with our NRI Business Center to update your new mobile phone number with the bank.

The existing OAC will continue to be used for new payee setup. OAC will not be removed with the introduction of OTP; it will remain as an additional level of security for third party payments and funds transfers.

Yes, we use state-of-the art encryption methods to protect sensitive data. This program simply provides an additional layer of security.

No, we are required to follow the two-factor authentication process as per certain regional regulatory guidelines.

Upon successfully updating your mobile number, please allow 10 working days for your number to be effective and ready to receive OTP.