Citi Mobile^® Token

Citi Mobile^® Token improves your online banking security by providing a secure two-factor authentication. This works by combining 'something that you know' and 'something that you have' (passcode and mobile phone) to ensure that you are the only person who can access your account.

Accessible

Generate a One-Time PIN without your mobile phone requiring an internet connection or network coverage, providing convenient online banking especially when traveling abroad.

Secure

Protected by a 4-digit passcode chosen by you, and restricted to one mobile device of your choice.

Instant

Enter your unique passcode to instantly authenticate your transactions initiated in the Citi Mobile^® App on your Citi Mobile^® Token enabled device.

When to use the Citi Mobile^® Token

Citi Mobile^® App

When banking through the Citi Mobile^® App on your Citi Mobile^® Token enabled device, just enter your 4-digit passcode to authenticate transactions.
Citibank Online

When banking on Citibank online, use your Citi Mobile^® App to instantly generate a One-Time PIN through your Citi Mobile^® Token to authenticate transactions online.

How to set up the Citi Mobile^® Token

Step 1: Log in to your Citi Mobile® App

Step 2: Go to Profile / Settings and select "Manage Citi Mobile^® Token"

Step 3: Select "Create Unlock Code" and continue

Step 4: Authenticate yourself using a "SMS One-Time PIN"

Step 5: Create your 4-digit personal unlock code and confirm your unlock code to continue.

Your privacy and online safety is important to us. Do not select an Unlock Code that represents your birthday or a recognisable part of your name or you may be liable for losses from unauthorised transactions.

You will now be set up to use Citi Mobile® Token, which you can access from the app log in screen and your Profile / Settings menu.

Citi Mobile^® Token FAQs

What is Citi Mobile^® Token?

Citi Mobile^® Token is a security feature available through the Citi Mobile^® App that improves your online banking security by providing a secure two-factor authentication. This works by combining 'something that you know' and 'something that you have' (passcode and mobile phone) to ensure that you are the only person that can access your account.

Citi Mobile^® Token allows you to generate a One-Time PIN, without your mobile phone requiring an internet connection or network coverage, providing convenient online banking especially when traveling abroad.

You will still have the option to use your Hardware Token or SMS to generate a One-Time PIN to authenticate transactions. The Citi Mobile^® Token can only be activated with the Citi Mobile^® App on one mobile device.

Please note if you have been using Mobile One-Time PIN, you will need to activate Citi Mobile^® Token to avoid the need for an SMS One-Time PIN*. If you choose not to activate Citi Mobile^® Token you will be prompted to authenticate your transactions via SMS or your Hardware Token.

*SMS One-Time PIN is required when updating your passcode.

Why do I need to create a 4-digit passcode in order to use Citi Mobile^® Token?

The unique passcode ensures that only you have access to Citi Mobile^® Token on your mobile device and can generate a One-Time PIN. Please remember your passcode and do not share it with anyone.

Can I still use my Hardware Token or get One-Time PIN via SMS after activating Citi Mobile^® Token?

Yes, you can still use your Hardware Token or get a One-Time PIN via SMS. However, if you are making transactions in the Citi Mobile^® App on your Citi Mobile^® Token enabled device, authentication is instant when you enter your unique passcode.

Why am I not able to see the option to use an option to generate One-Time PIN via SMS to authenticate my transaction in Citi Mobile^® App?

Once you have registered for the Citi Mobile^® Token, it becomes your primary mode of authentication for all transactions made through the Citi Mobile^® App. The option to use One-Time PIN via SMS will be made available only if your authentication via the Citi Mobile^® Token is unsuccessful.

How do I use Citi Mobile^® Token when making a transaction or request in the Citi Mobile^® App on my Citi Mobile^® Token enabled device?

Step 1

Select your transaction or request from the menu in your Citi Mobile^® App.

Step 2

Enter your 4-digit passcode when prompted to authenticate the transaction or request.

Step 3

The Citi Mobile^® Token will automatically authenticate your request.

Step 4

Once the authentication is successful, you may complete the request.

How do I use the Citi Mobile^® Token to generate a One-Time PIN for transactions or requests made on Citibank Online?

Step 1

Select "Citi Mobile^® Token" on the login screen of your Citi Mobile^® App.

Step 2

Enter your 4-digit passcode.

Step 3

Enter the One-Time PIN generated by the Citi Mobile^® Token where requested on Citibank Online to complete your transaction or request.

I have activated the Citi Mobile^® Token on my mobile device. Am I able to use my Citi Mobile^® Token to perform a transaction or request on another mobile device?

Yes, you would be able to do so with the following steps:

Step 1

Launch the Citi Mobile^® App on your other mobile device. A One-Time PIN screen will be displayed when you attempt to perform a transaction or request that requires a One-Time PIN.

Step 2

On your Citi Mobile^® Token enabled device, select "Citi Mobile^® Token" on the login screen of your Citi Mobile^® App.

Step 3

Enter your 4-digit passcode.

Step 4

A One-Time PIN will be generated by the Citi Mobile^® Token; enter this One-Time PIN on the One-Time PIN screen of your other mobile device where your transaction or request is being performed.

Step 5

Once authentication is successful, you can complete the request.

How do I use the Citi Mobile^® Token to add a Payee in the Citi Mobile^® App on my Citi Mobile^® Token enabled device?

Step 1

Select the Add Payee option from the menu in your Citi Mobile^® App, then enter the necessary payee details and select Next.

Step 2

Confirm the new payee details and select Confirm.

Step 3

Enter your 4-digit passcode on the Citi Mobile^® Token screen.

Step 4

The Citi Mobile^® Token will automatically authenticate your activity and once this authentication is successful your payee will be added.

I forgot my 4-digit passcode, what should I do?

You can update your passcode by signing on to the Citi Mobile^® App and follow the steps below:

Step 1

Go to Settings in your Citi Mobile^® App.

Step 2

Select "Citi Mobile^® Token".

Step 3

Select "Update: Change your passcode".

Step 4

Enter the One-Time PIN sent to you via SMS to your registered mobile number.

Step 5

Select and enter your new 4-digit passcode twice and select "Confirm".

Can I use Citi Mobile^® Token without Citi Mobile^® App installed?

No, you will not be able to use the Citi Mobile^® Token without installing the Citi Mobile^® App.

Click here to download the Citi Mobile^® App.

I lost my mobile phone. How do I disable Citi Mobile^® Token?

If you have lost your mobile phone, there are 3 ways to disable your Citi Mobile^® Token:

1. Login to your Citibank Online account on your browser and follow these steps: Services → My Profile → Deactivate Citi Mobile^® Token.
2. By enabling the Citi Mobile^® Token on another mobile device, the Citi Mobile^® Token will automatically be deactivated on the previous mobile device.
3. Call CitiPhone on 13 24 84 13 24 84 or +61 2 8225 0615 +61 2 8225 0615 (if you are calling from overseas) to deactivate your Citi Mobile^® Token.

I have a new mobile device. How do I activate Citi Mobile^® Token in my new device?

Follow these steps to activate the Citi Mobile^® Token on your new device:

Step 1: Click on "Activate Citi Mobile^® Token" on the sign on page in your Citi Mobile^® App, and proceed to sign on;
Step 2: Select "Activate" to continue;
Step 3: Enter the SMS OTP sent to your registered mobile number;
Step 4: Create your 4-digit passcode.

The Citi Mobile^® Token will be automatically deactivated on your previous device.

Can I use the Citi Mobile^® Token in my old mobile device after I have activated Citi Mobile^® Token in my new mobile device?

No, you will not be able to generate One-Time PIN on the old device to authenticate your transactions. For security reasons, you can register for the Citi Mobile^® Token on one device only. If you have activated the Citi Mobile^® Token on a new device, the Citi Mobile^® Token on the previous device will be automatically deactivated.

I have entered the 4-digit passcode incorrectly a few times and I am not able to proceed further. What should I do?

Please call CitiPhone on 13 24 84 13 24 84 or +61 2 8225 0615 +61 2 8225 0615 (if you are calling from overseas) for assistance.

Why is my One-Time PIN authentication unsuccessful?

Your One-Time PIN authentication may be unsuccessful, because you may have entered an incorrect passcode, please try again.

Should you need further assistance, please visit www.citibank.com.au/contactus.

Alternatively, you can try to resync your Citi Mobile^® Token by following the below steps:

Step 1

Go to Settings in your Citi Mobile^® App.

Step 2

Select "Citi Mobile^® Token".

Step 3

Select "Re-sync" option. The Citi Mobile^® Token will automatically refresh itself.

If you do not have a Citibank Online account, please follow the steps below:

1) Register for Citibank Online Banking here.
2) Download the Citi Mobile^® App below: