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FAQ

  1. How do I enroll in the service?
  2. I'm a reload subscriber. Do I still need to enroll?
  3. Can I use the service immediately?
  4. How do I insure that no other person may use my cellphone to perform a payment transaction?
  5. Can I change my MPIN?
  6. Can I enroll all my credit card accounts?
  7. Do I need to enroll for each accredited merchants in the service?
  8. I forgot my MPIN. What should I do?
  9. Is the service available to all Globe, Smart and Sun Cellular subscriberd?
  10. What are the merchants available for delivery?
  11. How do I place an order?
  12. What should I text to confirm my delivery payment?
  13. Do I need to call the hotline with my cellphone?
  14. How can I reply with a confirmation SMS if I’m using my cellphone to make a call?
  15. Who should I call when my delivery doesn’t arrive?
  16. What are the prepaid load denomination amounts available?
  17. How do I purchase prepaid load?
  18. Can I pay for someone else’s cellphone bill?
  19. Will I be charged for the text message I send?
  20. What are the access numbers of the service when I need to send a message?
  21. What should I do if my transaction fails or if I don’t get a confirmation or reply message from the service?

  1. How do I enroll in the service?

    Please call our 24 hour Citiphone at 995 9999 (Metro Manila) or 234 9999 (Cebu) to enroll your credit card and cellphone number. Enrolment is free.

  2. I'm a reload subscriber. Do I still need to enroll?

    As a reload subscriber, you are automatically enrollled in the service. Your reload ID will already serve as your MPIN.

  3. Can I use the service immediately?

    Upon enrollment with Citiphone, you will receive your temporary mobile PIN (MPIN) which you have to change. After you successfully change your MPIN, you may instantly use your enrollled cellphone to pay goods and services from accredited merchants in this servive.

  4. How do I insure that no other person may use my cellphone to perform a payment transaction?

    Your MPIN will be known only to you. Each transaction you make will require you to send your MPIN in order for it to be successful.

  5. Can I change my MPIN?

    Yes, just text: CITIMPIN<space><old MPIN><space><new MPIN> and send to 2201 for Globe or 350 for Smart subscribers.

  6. Can I enroll all my credit card accounts?

    You may enroll 1 credit card number tagged to 1 cellphone number. Therefore, if you have two credit card accounts then you must have two cellphone accounts to enroll both of your credit card accounts.

  7. Do I need to enroll for each accredited merchants in the service?

    No, you only need to enroll once and you may already perform transactions with all accredited merchants in this service.

  8. I forgot my MPIN. What should I do?

    Please call our 24 hour Citiphone and we will resend your MPIN which you may change at your discretion.

  9. Is the service available to all Globe, Smart and Sun Cellular subscriberd?

    Yes, you can enroll your Globe, Smart and Sun cellphone to Citi Mobile.

  10. What are the merchants available for delivery?

    You can order food from:

    McDonald’s 8 6236
    778 6236 (Batangas)
    348 6236 (Cebu)
    258 6236 (Davao)
    638 6236 (Pampanga)
    608 6236 (Laoag)
    628 6236 (Tarlac)
    Jollibee 8 7000
    Shakey's 77 777
    Chowking 9 8888
    You can order flowers from:
    She likes flowers 813 2383

    You can order tickets from:
    SuperFerry 528 7000
    TicketWorld 891 9999

  11. How do I place an order?

    After you place your order, tell the call center agent that you will use Citi Mobile to pay and give your cellphone number. You will receive an SMS message the amount of your order. Send your information SMS mesaage and wait for the call center agent to acknowledge receipt of the confirmation message.

  12. What should I text to confirm my delivery payment?

    Type YES<space><your MPIN> and send to 2201 for Globe/Sun subscribers or 350 for Smart subscribers.

  13. Do I need to call the hotline with my cellphone?

    You can call the hotline with either a landline or your cellphone.

  14. How can I reply with a confirmation SMS if I’m using my cellphone to make a call?

    It depends on your cellphone model on how to perform the necessary steps to send your confirmation SMS without disconnecting your call.

  15. Who should I call when my delivery doesn’t arrive?

    Please call the merchant where you ordered the delivery.

  16. What are the prepaid load denomination amounts available?

    You may load P100, P300, P500 and P1000 for Globe and Sun. for Smart, P115, P300, P500 and P1000 load amounts are available. Blast prepaid internet load worth P100 is available.

  17. How do I purchase prepaid load?

    For prepaid Internet, type CITIBUY<space><Merchant><space><your MPIN>

    For prepaid load, type CITILOAD<space><Amount><space><your MPIN>

  18. Can I pay for someone else’s cellphone bill?

    Yes, you can enroll your Globe, Smart and Sun cellphone to Citi Mobile.

  19. Will I be charged for the text message I send?

    Yes, your cellphone load or post paid account wiil be charged P2.50 (for Globe/Smart) or P2 (Sun) with every text message you send.

  20. What are the access numbers of the service when I need to send a message?

    The access numbers are 2201 for Globe and Sun subscribers; and 350 for Smart subscribers.

  21. What should I do if my transaction fails or if I don’t get a confirmation or reply message from the service?

    Please call our 24-Hour CitiPhone at 995 9999 (Metro Manila) or 234 9999 (Cebu) So we can assist to determine the reason for this occurrence.

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