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Frequently Asked Questions



Citibank Hong Kong
1. Where can I create my User ID and Password?
To start creating your personalized User ID, simply click on "first time user" button on Home page.
For Citibank ATM Card Users
Input your Card Number, ATM PIN and one of your Account Numbers and click on "Continue". Then you can choose your own User ID and Password.

For Citibank Credit Card Users
Input your Credit Card and personal information including Card Number, CVV2/ 3CSC , Expiry Date, Last 4 digits of your HKID and Last 4 digits of your Home Phone Number and click on "Continue". Then you will receive an Online Authorization Code (OAC) via SMS on your registered mobile. After entering correct OAC, you can choose your own User ID and Password.

2. What is the PIN?
PIN refers to the 6-digit ATM PIN of your card.

3. What is the Account Number?
For Citibank ATM Card Users
More than one account can be linked to your Citibank ATM Card. Each account is assigned an individual number. "Account Number" refers to the number of one of those accounts that is linked to your Citibank ATM Card.

4. What is the Card Number?
For Credit Card Users
"Card Number" is refers to the 16-digit number printed on the front of your Credit Card.

For Diners Club Card Users
"Card Number" is refers to the 14-digit number printed on the front of your Diners Club Card.

For Citibank Cash Back American Express® Card Users
"Card Number" is refers to the 15-digit number printed on the front of your Credit Card.

5. Why is my chosen User ID rejected?
Your chosen User ID would be rejected in one of the following cases:

1. Your User ID has been chosen by another user; OR
2. Your User ID has violated the rules of setting up User ID:

  • Your User ID contains any character which is NOT an alphabet, NOT a numeric and NOT one of the 3 designated special characters ( )
  • Your User ID contains your Card Number
  • Your User ID does not contain any alphabet
  • Your User ID does not contain any numeric
  • Your User ID contains less than 5 characters or more than 50 characters
  • Your User ID contains 3 or more consecutive characters (e.g. "aaa101", "user999", "abbb10")
  • Your User ID contains 3 or more consecutive sequential characters (e.g. "abc007", "user123", "xx789xx")

6. Why is my chosen Password rejected?
Your chosen Password would be rejected in one of the following cases:

1. Your new Password is the same as your old Password; OR
2. Your Password has violated the rules of setting up Password:

  • Your Password contains any character which is NOT an alphabet, NOT a numeric and NOT one of the designated special characters ( )
  • Your Password contains leading or trailing blank
  • Your Password contains your Card Number
  • Your Password is the same as your User ID
  • Your Password does not contain any alphabet
  • Your Password does not contain any numeric
  • Your Password contains less than 6 or more than 50 characters
  • Your Password contains 3 or more consecutive identical characters (e.g. "aaa101", "pwd999", "abbb10")
  • Your Password contains 3 or more consecutive sequential characters (e.g. "abc007", "pwd123", "xx789xx")

7. Where can I find the CVV2 /3CSC on my credit card/ Citibank Cash Back American Express® Card?
CVV2 is the 3 digits to the right of the signature strip on your credit card.
3CSC is the last 3-digit that printed on the back of your Citibank Cash Back American Express® Card.

CVV2 3CSC

8. Can I still create a User ID if I have forgotten the account number for my Citibank ATM Card?
Sorry, you will have to enter your account number in order to create a User ID with your Citibank ATM Card. You may call our 24-Hour Internet Hotline at (852) 2860 0380 to inquire about the account number or refer to your bank statement.


9. I have forgotten my ATM PIN, what shall I do?
You may call our Internet Hotline (852) 2860 0380 or visit one of our branches and request our Personal Banker to help reset your ATM PIN with you.

10. I could not receive the Online Authorization Code with my mobile phone, what shall I do?
Please contact our Internet Hotline (852) 2860 0380 to make sure your mobile number registered with the bank is up-to-date.

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