The Citibank One-Time PIN is a unique single use PIN which can be generated through the Citibank Mobile App, Citibank Token or sent as an SMS to your mobile phone. You'll need to enter this anytime you want to perform an online transaction or query through Citibank Online.One-Time PIN provides a stronger, smarter method for authenticating your online transactions so you can have peace of mind when banking online.
The new Citibank One-Time PIN Mobile App feature, provides iPhone and Android users with a new alternative to the SMS One-Time PIN or Token One-Time PIN option.
Download the Citi Mobile application now to get Mobile OTP convenience.
Lock your account to your smartphone
Once you register for One-Time PIN, it locks your device to your account so you'll never be asked to enter an OTP when banking through the mobile app.
Generate an offline One-Time PIN
Generate an offline One-Time PIN through the Citibank Mobile App without the need for an internet connection or network coverage. Perfect for when you're travelling.
The Citibank One-Time PIN is a randomly generated six digit password sent via SMS to your mobile device, and provides a stronger method for authenticating your online transactions so you can have peace of mind when banking.
Banking online using the SMS One-Time PIN
Log into Citibank Online using your User ID and Password. Then when you perform an online transaction, you will be sent a One-Time PIN via SMS to enter before proceeding. You will only be required to enter one One-Time PIN per session.
Please ensure you have your latest mobile number registered with us.
The Citibank Token One-Time PIN can generate the six digit password immediately just by a click of a button.
Generate your One-Time PIN manually.
You can now generate your One-Time PIN manually without the need for an internet connection or network coverage. It's just a click of a button away. Perfect for you who travels frequently.
Get your token at the nearest Citibank branch or contact your RM.
Login to Citibank Online with your User ID and Password.
Click on 'My Profile'.
You can now start using your Citibank Token.
Before travelling overseas, there are several ways you can receive a One-Time PIN:
Download the Citibank Mobile App
The One-Time PIN mobile app feature allows you to generate an offline OTP for use when banking on Citibank Online, anywhere in the world.This feature is free to use internationally as no network coverage or internet connection is required to generate an offline OTP.You will only need to receive one SMS OTP to complete the initial registration process.
Receiving the SMS One-Time PIN
If you don't have an iPhone or Android device, you will need to activate global roaming on your mobile phone before travelling , to be able to receive the SMS One-Time PIN.The SMS One-Time PIN has been optimised for international delivery and is still delivered instantly.
Bring along your Citibank Token
If you don't have an iPhone or Android device, and you don't wish to activate global roaming on your mobile phone, simply carry along your Citibank Token. You can manually generate your One-Time PIN anytime and anywhere.
If you lose or have your phone stolen and it is no longer accessible for you to receive or generate a One-Time PIN (OTP), please do one of the following:
If using the SMS OTP Solution:
If you want to stop your phone receiving an SMS OTP, please contact your network provider and put a block on your number until you have a replacement phone.
If you are worried about access to your online banking accounts, please call CitiPhone on 69999 (or +62 21 2529999 if calling from overseas) and they can put a block on your internet banking access (this block will apply to online banking access on all devices).
When you replaced your phone, give CitiPhone another call and they will unblock your online banking access.
If using the OTP Mobile App solution:
If you have registered for OTP on your smartphone, and have a replacement device available, simply download the Citibank Mobile App onto your replacement device and register for One-Time PIN.
Only one device at a time can be registered for OTP, so registering a new device will automatically unregister your lost device.
Alternatively call CitiPhone on 69999 (or +62 21 2529999 if calling from overseas) and they can unregister your lost device from OTP so an OTP can't be generated on it.
When you need to perform an online transaction or online query, you will be required to enter an OTP as a second level of authentication to confirm that the transaction is authorised by you.
This OTP can be delivered to you via SMS, generated through the Citibank mobile app or Citibank Token . You will only need one OTP per session.
If you change your mobile number, simply sign on to Citibank Online and select 'Contact Details Update' from the 'My Profile' menu to register your correct mobile number.
Alternatively, call us on 69999 (or +62 21 2529999 if calling from overseas) and we'll update it for you.
What is One Time PIN (OTP)?
One Time PIN (OTP) is a 6-digit random password which will be sent to your mobile via SMS. OTP is used only once before carrying out online transactions as a second level of authentication. You will only be required to enter OTP one time for each login session.
How does OTP work?
OTP is required when you need to carry out an online transaction as a second level of authentication to confirm that the transaction is authorized by you. This OTP will be delivered to you via SMS, can be generated through the Citi Mobile app or Citibank Token.
Do I have to enter a OTP for every transaction or only once in every login?
OTP will only be required once per login session. When you have entered your OTP, you can carry out as many online transactions as you like within one login session.
What are the online transactions that require OTP?
- Online transactions requiring second-level authentication include:
- View Account Details & Activities
- Payments & Transfers
- Manage Payee (add/delete)
- Change Citibank Online User ID and password
- Enroll/Change eStatement & eAdvice enrollments
- Change ATM PIN
- Request Checkbook
- Global View of Account (GVA) registration
- Loan on Card
Why is OTP important?
OTP is used as a second-level authentication for your transactions in Citibank Online. Should your Card Number and PIN be compromised for any reasons, your mobile phone is still required to authorize your online transactions. We always strive to give you total peace of mind when banking online with us.
How can I receive OTP ?
To receive your OTP via SMS, you should register your Indonesian mobile phone number with us. To update your mobile number, please contact 24-Hour CitiPhone Banking 69999 from your mobile. or through Citibank online by using "Contact Details Update" feature
What is the validity period of each OTP?
OTP received via SMS is valid for 3 minutes. If you exceed the validity period, you will need to request for new OTP.
Can I receive a OTP SMS to an overseas mobile number?
No, you cannot receive OTP to your overseas mobile phone. If your Indonesian mobile phone number is active abroad, check with your operator for roaming facilities. Please keep in mind that charges applies depending your operator.
I have just updated my mobile phone number registered in Citibank. When can I start receiving OTP via SMS?
Upon successful update of your mobile number, please allow 5 working days for your number to be effective and ready to receive OTP. This is to prevent fraud and misuse of your mobile phone number.
What happens if I enter an incorrect OTP?
If you enter your OTP incorrectly three times, your online access will be blocked and your online user ID will be locked. If this happens and you receive the One-Time-PIN via SMS you will need to reset your online banking password - have your card number, account number and PIN handy. If the One-Time-PIN is generated from the mobile app, call us on 69999 to unlock.
What if I don't receive an OTP?
If you don't receive your OTP you can request the OTP to be resent to you through the OTP screen on Citibank Online. If you still don't receive your OTP, check that we have your current mobile phone number or phone us on 69999.
Can I register a second mobile phone number?
No, you can only register one mobile phone number and the Citibank OTP will always be sent to the mobile phone number you have provided us with. To update your contact details, sign on to Citibank Online and select 'Contact Details Update' from the 'My Profile' menu.
One-Time PIN Mobile App Feature - FAQs
What is the One-Time PIN mobile app feature?
One-Time PIN is a new feature which will be available in the next release of the Citi Mobile app. This feature will provide iPhone and Android smartphone users with an alternative to the SMS OTP option. It also locks your device to your account and removes the need to enter an OTP when banking through the mobile app using your smartphone. It also allows you to generate an offline OTP for use when banking on Citibank Online. This feature is free to use internationally as no network coverage or internet connection is required to generate an offline OTP.
Where can I download the Citi Mobile app from?
The Citibank mobile app can be downloaded from either the App Store (iPhone) or the Google Play store (Android). Simply search for 'Citibank Indonesia' and the Citi Mobile app will display and be available for download.
Does my smartphone need to have reception or an active internet connection to use One-Time-PIN?
No. Once you have downloaded and registered for One-Time-PIN, you can generate an offline OTP without the need for an active internet connection or mobile reception.
How do I register for One-Time-PIN?
Log into the Citibank mobile app using your User ID and Password (the same details you use to sign into Citibank Online).Select the 'Register for Mobile OTP' from the home screen menu. Before continuing, you will need to enter an OTP which will be sent to your device by SMS. Enter the OTP you receive then read and accept the Terms and Conditions (if you agree) by selecting the 'I accept' option.You will now be registered for One-Time-PIN.
How do I generate an OTP?
To generate an OTP through the Citibank One-Time PIN mobile app feature, simply select the 'Request One-Time PIN' option from the home screen menu.
Once I've generated an OTP, how long is it valid for?
OTP generated through One-Time-PIN are valid for eight minutes. If your OTP expires, you will need to generate a new OTP.
Can I unregister my device from One-Time-PIN?
Yes. To unregister your device from One-Time-PIN, simply sign into the app, select 'Self Service Functions', and then select the 'Unregister' option from the menu. You will be sent an OTP via SMS which you will need to enter to confirm you want to unregister your device.
Can I reset my device?
Yes. To reset your device, simply sign into the app and select 'Self Service Functions' from the home screen menu. Then select the 'Resync' option from the next menu which displays.You will be sent an OTP via SMS which you will need to enter to confirm you want to reset your device.
Can I use an OTP I generated through Citibank to transact on my PC?
Yes. If you would prefer to generate an OTP through the One-Time-PIN mobile app feature rather than receive an OTP via SMS, you can generate and offline OTP through the Citi Mobile app, and enter that OTP when transacting in Citibank Online on your computer. Simply select the 'Request One-Time PIN' option from the home screen of the mobile app.
What alternatives are there to One-Time-PIN to generate an OTP?
When transacting in Citibank Online, customers can opt to receive an OTP by SMS. If they don't have a mobile phone or a smartphone, or travel regularly to countries with limited coverage, a hard token can be offered in these circumstances.
What do I do if One-Time-PIN doesn't generate an OTP?
If the One-Time-PIN mobile app doesn't generate an OTP for some reason, you can choose to receive an SMS OTP by selecting the 'Request a One-Time PIN via SMS' option from the OTP entry screen in Citibank Online. You will then be sent an OTP to your mobile phone which you can enter to proceed.
How does OTP work if I was to access Citibank Online through my mobile device's browser?
Banking through mobile phone's browser works exactly the same as if you were banking online on your PC.You will be sent as OTP via SMS to enter when accessing protected functions, or if you are registered for One-Time-PIN, you will have the option to enter an OTP generated via the app.
Do I need to re-register for One-Time-PIN if I change my mobile number?
No. Your account is locked to your device rather than your phone number. You can continue to bank online as you normally would however you will need to log in to Citibank Online and update your mobile number. The same applies if you are travelling overseas and use a local SIM card while in a particular country.
What do I need to do if I have lost my mobile phone?
If you have lost your mobile phone and it's registered to One-Time-PIN, please call CitiPhone on 69999 to unregister your phone from One-Time-PIN. You will need to re-register to One-Time-PIN function once you have a new phone and advise us of your new phone number should there be change.