CITIBANK ONLINE

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We have simplified the security authentication when you use Citibank Online. As of August 04, 2021, you no longer need to use your Citi Mobile® Token for authentication process. Instead, you will be asked to enter an SMS OTP (One-Time PIN) to authenticate your online transactions.

Secure Online Banking

SECURE ONLINE BANKING

We have simplified the security authentication when you use Citibank Online. As of August 04, 2021, you no longer need to use your Citi Mobile® Token for authentication process. Instead, you will be asked to enter an SMS OTP (One-Time PIN) to authenticate your online transactions.

What is an SMS OTP or One Time-PIN?

SMS OTP or One Time-PIN

The SMS One-Time PIN (OTP) is a unique six-digit Personal Identification Number (PIN). It acts as a user authentication tool to protect your online transactions. The SMS OTP is sent to your registered primary mobile number and can only be used once and expires in five (5) minutes.

To ensure that your mobile number is always updated, you may change or update this through the Citi Mobile App or by logging in at www.citibank.com.ph (Services > Profile and Settings > My Contact Details > Update Information). You may also call CitiPhone at 8995 9999.

When traveling abroad, make sure to update your contact details with the mobile number you will be using abroad, so you can receive the SMS OTP when using mobile or online banking abroad. Remember to change it back to your local number upon your return.

 

 

What makes Citi's authentication process secure?

Citi's authentication process secure

Our Citi Mobile® App's security authentication uses updated biometric capabilities (Face ID® / Touch ID® / Fingerprint Authentication).

When you log in with your device using the updated security authentication, the Citi Mobile® App will be able to authenticate you. So, there's no need for you to input an Unlock Code or SMS OTP for certain transactions, because the app has already confirmed you to be the person logged in. This means less steps and less waiting time for a more convenient and seamless mobile banking experience.

 

Online Banking SMS OTP FAQ

 

The SMS OTP will only be sent to the primary mobile number in our system. If you wish to change or update your primary mobile number, you may do so through Citibank Online (Services > Profile & Settings > My Profile > Update Profile and Contact Details > Update Information) or the Citi Mobile® App (Profile & Settings > Personal Information > Edit).

For online transactions that require an OTP, an SMS One-Time PIN (OTP) pop up-screen will appear where you will have to input your OTP. The last-4 digits of your registered mobile number will be reflected in the SMS OTP screen. If the last-4 digits of your mobile number are not the same as what are reflected on the screen, this means that your mobile number is not updated in our records.

If you wish to change or update your primary mobile number, you may do so through Citibank Online (Services > Profile & Settings > My Profile > Update Profile and Contact Details > Update Information) or the Citi Mobile® App (Profile & Settings > Personal Information > Edit).

If you are prompted to enter an SMS One-Time PIN (OTP), please check the pop up-screen if it displays the last-4 digits of your mobile number. The SMS OTP will only be sent to the primary mobile number registered in our system. If you wish to change or update your primary mobile number, you may do so through Citibank Online (Services > Profile & Settings > My Profile > Update Profile and Contact Details > Update Information) or the Citi Mobile® App (Profile & Settings > Personal Information > Edit).

If you are unable to receive the SMS OTP despite the pop-up screen showing the last-4 digits of your registered mobile number, then there may be an issue with your mobile service provider. Please restart your mobile phone or place it on airplane mode (if available) for 5-10 seconds to reset your cellular network connection. If the issue persists, please Contact Us.

Yes, the SMS OTP is usually free of charge except for cases wherein incoming SMS charges are imposed by your mobile service provider for international roaming.

Yes. The SMS OTP will be sent to your registered mobile number on record with us.

The SMS OTP will be required only for certain transactions on the Citi Mobile® App. We have updated the Citi Mobile® App's security authentication, to provide you with a more convenient and seamless mobile banking experience.

If you haven't updated to the latest security authentication, log in to your Citi Mobile® App now.

Upon successful update of your primary mobile number in our system, your SMS OTP will already be sent to your new mobile number.

Citi Secure Authentication Platform FAQs

 

We have updated the Citi Mobile App security authentication to provide you with a more convenient and seamless mobile banking experience. This will enable you to perform multiple authentications without the need for Unlock Codes or SMS OTPs for certain transactions. This in effect replaces the function of the Citi Mobile Token feature in your app.

After updating to the new version of the Citi Mobile® App, you will no longer be able to use the Citi Mobile Token, and will instead receive SMS OTPs to authenticate certain transactions.

When you log in with your device using the updated security authentication, the Citi Mobile® App will be able to recognize and authenticate you. So, there's no need for you to input an Unlock Code or SMS OTP for certain transactions, because the app has already confirmed you to be the person logged in. This means less steps, less waiting time, and faster processing of your banking transactions.

Yes, you will still be able to access the Citi Mobile® App (i.e. account summary) and you will continue to receive SMS OTPs to authenticate your transactions. Please note that certain transactions will be unavailable until you update to the security authentication.

You will still be able to benefit from the updated security authentication. However, to ensure a seamless customer experience, it is recommended to enable biometric login to update to the new security authentication feature.

No, you will not be affected by the updated security authentication feature. You will continue to receive SMS OTPs (One-Time PINs) for your transactions.

However, upon updating your security authentication, you will no longer be able to generate an OTP for your Citibank Online.

After registration, you will receive an email and SMS confirmation that you have successfully updated the app with the new security feature.

There may be an issue with your telco provider. Please try to restart your device or reset the airplane mode setting, if applicable. If the issue still persists, please call CitiPhone at +63 2 8995 9999 from 8AM to 9PM daily for further assistance.

Regardless of your location, you will be able to update your Citi Mobile App security feature so long as you are able to receive the SMS OTP confirmation. Make sure to update your contact details with the mobile number you will be using abroad, so you can receive the SMS OTP. Once you have updated to the new security feature, you will no longer be able to use your Citi Mobile® Token.

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