Frequently Asked Questions

 

1. Why do I need to perform additional verification to proceed with my instruction?

To enhance security protection, additional verification will be required to access certain services in Citibank Online such as Payments and Transfers, and e-Statement Service.

The verification will be the input of One-Time Password (OTP) generated from your Security Device.

 

2. How do I obtain the One-Time Password (OTP) from my Security Device?

Please press the green button on your Security Device to generate a 6-digit One-Time Password (OTP).

 

3. How long will the One-Time Password (OTP) be displayed on my Security Device?

The One-Time Password (OTP) will be displayed on your Security Device for around 20 seconds.

Please generate a new OTP if the existing OTP has disappeared from the display of your Security Device.

 

4. Can I proceed with the additional verification if I don't have my Security Device with me?

Yes, as an alternate verification method, you can request for an Online Authorization Code (OAC) to be sent to your registered mobile number via SMS by clicking the link provided.

 

5. What if I lose or damage my Security Device?

If you lose or damage your Security Device, please immediately call our 24-Hour CitiPhone Banking (852) 2860 0380 to request for a replacement.

 

6. How do I know if the battery of my Security Device is running low?

Inform us when the message "BATT" appears on your Security device. This indicates that the battery is running low.