How do I login for the first time?

• You will need the following – Your 16 digit Debit Card or Credit Card Number (CIN), ATM PIN (APIN), and your 10 digit Citibank Account Number, for credit card holders, please re-enter your 16-digit credit card number for registration.
  You can also use credit card number,CVV2,card expiration date, Date of Birth, ID number for registration. .

What if I forget my Online User ID?

• To retrieve your Online User ID, click on "Forgot your User ID?" link on the login page.
  You need to provide: (1) Your Debit Card or Credit Card Number, (2) Your Debit Card or Credit Card APIN.
  For credit card, you can also use : (1) Your Credit Card Number, (2) CVV2 (3)Expiration Date (4)Date of Birth (5)Last 4 digits of your ID number

What if I forget my Online Password?

• If you cannot remember your Online Password, you need to reset them by clicking on "Forgot your Password?" link on the login page.
  You need to provide: (1) Your Online User ID, (2) Your Debit Card or Credit Card Number, (3) Your Debit Card or Credit Card APIN, (4) Your 10-digit RMB or foreign currency account number ，for credit card holders, re-enter your 16-digit credit card number with Citibank.
  For credit card, you can also use : (1) Your Online User ID, (2) Your Credit Card Number, (3) CVV2 (4) Credit Card Expiration Date (5)Date of Birth (6)Last 4 digits of your ID number

How do I change my APIN, Online User ID, Online Password?

• You can change the above information by first logging into Citibank Online with your Online User ID and Password. After logging in, go to "Services" on the top navigation bar, and click on “My Profile” and then use the corresponding links to change your Online profile.

Any tips on creating an Online Password?

• Yes, there are guidelines you can follow when creating your password and ways to protect it. These tips make it difficult for others to guess your password and help protect your account.

  • Do use at least 6 characters and a combination of letters and numbers.
  • Do not use single words that can be found in any dictionary.
  • Do not use your name, your spouse's name, your pet's name, birthday, favourite food, or any personal information that others can easily obtain.
  • Do not use a password that contains part of your Online User ID or email address.

What are the rules for creating an Online User ID?

• Yes. Please form your User ID following the below rules:

  • 6 to 50 characters (not case sensitive)
  • Cannot contain consecutive three number such as 123, 234
  • Cannot contain consecutive three character such as abc, Abc, xyz
  • Cannot contain more than 2 consecutive identical characters
  • Allow any combination of upper or lower or numeric or . or @ or _ but must contain at least one (upper or lower) and at least one numeric.

What are the rules for creating an Online Password?

• Yes. Please form your Password following the below rules:

  • 6 to 20 characters (not case sensitive)
  • No leading or trailing spaces
  • Cannot contain consecutive three number such as 123, 234
  • Cannot contain consecutive three character such as abc, Abc, xyz
  • Cannot contain more than 2 consecutive identical characters
  • Any combination of upper or lower or numeric or - or _ or * or & or . or : or % or ! or # or ? or / or + or = but must contain at least one (upper or lower) and at least one numeric.

If I have problems with making transactions or accessing Citibank Online, whom can I turn to for assistance?

• If your Internet access is ready but you still fail to connect to Citibank Online or if you require any technical support, simply call via our 24-hour hotline 800-830-1880 within mainland China. If you are calling from other parts of the world, please call us from 86-20-38801267.
  For credit card holders, please call us at 400-821-1880 within mainland China. If you are calling from other parts of the world, please call us from 86-21-38969500.

What are Electronic Statements and what are its advantages?

• Electronic Statement is the electronic version of your paper statement(s). By enrolling for Electronic Statements, you have chosen to receive your statement(s) electronically; hence no paper statement(s) will be sent to you. You can access your Electronic Statement anytime and anywhere, instead of waiting for paper statements in the mail.

Will I still receive the monthly paper statement(s) after I enroll for Electronic Statements online?

• Citibank Online Electronic Statements are an electronic version of your paper statement. You will no longer receive paper statements.

What are the benefits of enrolling for Electronic Statements?

• With Electronic Statements, you can:

  • No more lost or misplaced statements, access your past 12 months statements for free, anytime anywhere.
  • View your statement details online in just a few clicks!
  • No more punching, filling or dusty paper
  • Download your e-Statements to your computer and build your own statement history for printing anytime!
  • Save your account from prying eyes - You are the only who can access your e-Statements at Citibank Online!
  • It's convenient - Whenever and wherever you are, be it from the comfort of your home or on the road, you'll be able to access your statements easily!

How do I enroll for Electronic Statements?

• All you need to do is login to Citibank Online with your Online User ID, Password and Security Questions. Then go to "Services" and select "E-Statement & E-Advice". Select the “Enroll e-Statement” and choose banking or card eStatement setup.

How do I view my Electronic Statements?

• All you need to do is login to Citibank Online with your Online User ID, Password and Security Questions. Then go to "Services" and select "E-Statement & E-Advice". Select the statement and period you would like to view.

Can I update my Electronic Statement notification e-mail address?

• All you need to do is login to Citibank Online with your Online User ID, Password and Security Questions. Then go to "Services" and select "My Profile", and then select the “update Profile” for your email update, the request will be routed to our back office to update.

Can I view my previous months' Electronic Statements?

• You can view Electronic Statements at Citibank Online that are up to 12 months old.

What are payees?

• Payees are your pre-registered account numbers with us before you can do funds transfer. Once you have set up your payees, you can transfer funds to them anytime. You can set up your payees in the branch or through Citibank Online.

What type of payees can I set up via Citibank Online?

• You can add the following payee types via Citibank Online: Local Citibank RMB Account, Local non-Citibank RMB Account, Overseas Foreign Currency Account. Once you have added your payee, a 6-digit Online Authorization Code (OAC) will be sent to your registered mobile phone number with us to activate your payee. The OAC serves as an added level of protection. This is to ensure that only person(s) you have properly authorised can have funds transferred to them.

What type of payees can I set up at the branch?

• You can set up all payee types via the branch. They will include the following. Note that if you are adding a Local Foreign Currency account, documentary proof is required to show linear relative relationship.

  • Another Citibank account in China
  • Another bank account in China
  • Overseas payee

What is the Online Authorization Code (OAC)?

• Citibank Online Authorization Code (OAC) acts as an authentication for online transfers and payments from your account to all new payees. Whenever you set up a new payee for an online Funds Transfer or Payment, a 6-digit OAC code will be generated instantly for you to activate the new payee before you make the transfer or payment to this new payee. Your new Payee is now successfully activated and you can proceed to transfer funds as normal. Do note that you will have 3 tries to activate your new Payee and your OAC expires after 5 calendar days, after which your new Payee will be deleted off your list. You only need to activate the new Payee once. The next time you want to transfer funds to this Payee, you can do so directly without going through the activation steps.

I did not receive my Online Authorization Code (OAC). How do I obtain it? Can you send it to me again?

• OAC will be sent to your registered mobile phone number or E-mail address with us. Note that once the OAC has been issued, it cannot be re-issued. If you do not receive your OAC, you need to add the payee again.

How do I update my mobile phone number and E-mail address to receive OAC?

• If your contact information is incorrect or empty, please go to "My profile" under " Services " on My Home page and click “update profile”, or call CitiPhone Banking. It will take 1 business day to activate the updated information before you can begin receiving SMS / Email messages from us.

Who can I transfer funds to via Citibank Online?

• You can transfer funds to any of your Citibank Accounts or your pre-registered payees via Citibank Online. More on payees.

What are the different types of Funds Transfer available via Citibank Online?

• Types of Funds Transfer available to you through Citibank Online:

  • Instantly transfer funds between your Local Citibank Accounts *
  • Instantly transfer funds to a Local Citibank Account *
  • Instantly transfer funds to a Local non-Citibank RMB Account
  • Transfer funds to a Local non-Citibank Account in Foreign Currency
  • Transfer funds to an Overseas Account in Foreign Currency
  • How to transfer funds Online
    * Cross currency transfer involving the Renminbi (RMB) is not allowed via Citibank Online. If foreign currency exchange is involved, Citibank's prevailing exchange rates at the time of processing will apply.

What are the advantages of Online funds transfer?

• There's no more queuing at the bank! You can make a funds transfer electronically directly to your payees.

What are the limits and charges for Online funds transfer?

• Pls refer to the “consumer online banking service fee table”
  http://www.citibank.com.cn/sim/english/static/pdf/onlinefee_03.pdf

What is Citibank Alerts Service and what are its benefits?

• The free Citibank Alerts Service (CitiAlert) enables you to monitor your accounts and investments with us through E-mail alerts.

What are the alerts available?

• The alerts available are:

  • Large amount debit: Account(s) debited with more than RMB25,000 or equivalent.
  • Large amount credit: Account(s) credited with more than RMB25,000 or equivalent.
  • Time Deposit maturity: 4 business days before maturity date.
  • Premium Account maturity: 2 business days before expiry date.
  • Time Deposit and Premium Account opening.
  • Time Deposit and Premium Account redemption by transfer to your Savings / Settlement Account.

How do I enroll for the Citibank Alerts Service?

• You can enroll through the following way:

• Successfully log on to Citibank Online

• Select 'My Profile' on the top menu under ' Services'

• Click on "CitiAlert" for instant enrollment

• Here, you can create and customize Citi Alerts unique to your needs by selecting your preferred notification method for each alert.

How does Citibank Online protect customer's information?

• Citibank currently offers 3 levels of security to help safeguard your financial information.

  Strong Encryption (128 Bit)

  All data sent to and from Citibank is "scrambled" and "reassembled" between Citibank and your personal computer using 128-bit encryption, the highest level of encryption generally available today.

  Password

  Your Password must be entered every time you sign on to Citibank Online.

  Automatic Time Out

  Your session will be terminated if your computer stays idle for more than 6 minutes, to protect against unauthorized access. You will be requested to sign on again before you can access any of our Online services.

What is encryption?

• Encryption technology allows secure transmittal of information along the Internet by encoding the transmitted data using a mathematical formula that scrambles the data. Without a corresponding "decoder," the transmission would look like nonsense text and would be unusable. Encryption technology can be used for a host of applications, including electronic commerce (sending credit card numbers for orders or transmitting account information), secure e-mail messages and sensitive documents. Basic encryption is used in the transmission of data from one party to another. The sender encodes the data by scrambling it, and then sends it on. The receiver must decode the data with the correct "decoder" in order to read and use it.

How does encryption work?

• Cryptography can provide the following services:

  • Data confidentiality -- ensures that data is not disclosed to unauthorized parties
  • Data Integrity -- ensures that data has not been altered or destroyed in an unauthorized manner
  • Authentication -- verify that the data was actually sent by the claimed sender
  • Non repudiation -- enables a third party to ensure that a message has been sent and received without modification or duplication

How secure is encryption?

• Encryption effectiveness depends on the strength of an encryption algorithm, secrecy of an encryption key and length of an encryption key. The encryption algorithms used by Citibank Online are industrial standard algorithms that have been extensively tested by cryptographers. The level of security that an encryption algorithm provides is measured by the length of a key - the longer the key, the harder it would take to break the code. This is measured in bits (e.g. 40-bit encryption, the level of encryption used with many ordinary browsers, versus 128-bit encryption, the level of encryption required to use Citibank Online). For a 40-bit key there are 2^40 possible different combinations. For a 128-bit key (the level of encryption that Citibank requires) there are 2^128 possible different combinations. According to Netscape, 128-bit encryption is 309,485,009,821,345,068,724,781,056 times more powerful than 40-bit encryption.

What level of encryption does Citibank Online support?

• All transmission of customer information through Citibank Online is encrypted using 128-bit encryption technology, which currently is the strongest generally available. Citibank does this through the use of special server software and server certificate, which allow us to establish secure 128-bit encryption sessions between the Citibank Online website and the browser you are using.

How do I know if my browser supports 128-bit encryption?

• To determine if your browser supports 128-bit encryption, click on "Help" in the toolbar of your Internet browser and click on "About [browser name]". A pop-up box or window will display. For Internet Explorer - Next to "Cipher strength" you should see "128-bit". For Netscape - the following text should appear: "This version supports high-grade (128-bit) security with RSA Public Key Cryptography". If your browser does not support 128-bit encryption, you will need to upgrade to a browser that does in order to continue to access secure pages of the website. Recommended browsers include: Netscape Navigator 4.75 or above, Internet Explorer 5.0 above.

How can I confirm I am securely connected to Citibank?

• You can (1) Check for the SSL secure connection symbol and (2) the digital certificate.

  Check for the SSL secure connection symbol

  When you connect to the Citibank Online sign-in page, a secure session will be established between the browser on the computer you are using and Citibank. You can confirm your Citibank Online session is encrypted by the appearance of a closed padlock symbol on the status bar of your browser. The following table shows the symbols, as they will appear in the different browsers.

  Data Encrypted Symbol Data Not Encrypted Symbol Netscape Internet Explorer no symbol

  Check the digital certificate

  Every time you connect to Citibank Online, the service sends your browser a packet of information called a 'digital certificate'. This certificate identifies the site you are connecting to, and establishes the secure session. You can view the contents of the certificate when you connect by clicking on the padlock symbol on the status bar of your browser. The Issuer field on the certificate should contain a reference to Verisign, the issuer of the 'digital certificate'. The certificate will be issued to www.citibank.com.cn.

What are the steps I can take to protect myself while using Citibank Online?

• You too have to role to play to safeguard yourself online. Security Tips to Protect Yourself.

What should I do if I think somebody is accessing my accounts without my permission?

• Citibank will never ask you for APIN, Online User ID, Password over the telephone, in an electronic message, or in any written communication. If you come across any websites or receive any suspicious calls or e-mails requesting for your account information or password, please do not respond to them and contact us at our 24-hour hotline 800-830-1880 within mainland China. If you are calling from other parts of the world, please call us from 86-20-38801267.For credit card holders, please call us at 400-821-1880 within mainland China. If you are calling from other parts of the world, please call us from 86-21-38969500.