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Help & Support

Help & Support Help & Support

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Troubleshooting

01

Is the VOX Cinema offer valid on purchase of 1 ticket?

VOX Cinema offer is only valid when at least 2 tickets for the same show are purchased. The 2nd ticket is offered complimentary when at least 2 tickets are purchased.

02

Why can't I see the VOX offer when purchasing my tickets online?

VOX offer is not automatically applied when you use your Citi card for ticket purchase.

To see the offer you have to log in as a VOX member. If you are not a VOX cinema member yet, please register for free on the VOX website or the app.

  • Once registered, select your movie, cinema and show time
  • Log in as a VOX member
  • Choose number of tickets (offer available on 2 or more tickets only)
  • Select the Citi "buy 1, get 1" offer and validate your card with first 7 digits and last 4 digits
  • Choose your seats and pay using your Citi credit card
  • You will receive the discount upfront. This is not a cash back. The cost of the free ticket should not be included in your payment amount
03

Why can't I apply the 'Buy 1, Get 1 Free' offer anymore?

As a Citicard member and registered VOX user, you are only eligible for 2 or 4 complimentary movie tickets at VOX cinemas in a month depending on your card type. If you have already used your complimentary tickets for the month, you may not be able to apply a discount anymore.

To know how many free tickets you are eligible for, please click here, choose the card you hold and check.

04

Why doesn't the offer show even after I am logged in?

If you cannot see the offer in spite of logging in, it could be due to peak hours and many people trying to book through the VOX website or the app.

Please try in a while or call our 24 hour Citiphone banking to assist you further.

Make sure you are logged in on the VOX website.

  • Please select your movie, cinema and show time
  • Log in as a VOX member
  • Choose number of tickets (offer available on 2 or more tickets only)
  • Select the Citi "buy 1, get 1" offer and enter the first 7 digits and last 4 digits of your card
  • Choose your seats and pay with your Citi Credit Card
  • You will receive the discount upfront. This is not a cash back.
05

Are there any conditions for me to use the Airport lounges?

You need to have one of our Citi cards and the card needs to be active to use the lounge facility

06

What lounges can I gain entry into with my Citi Card?

The lounges that you can use are dependant on the card that you hold with Citi.

For a full list of lounges please click here:

https://www.citibank.ae/uae/consumer/credit_cards/lounge_access.htm?icid=AEHSFAQ01

Choose the card type and review the full list of lounges available

07

Can I take guests with me to the lounge?

All Citi primary and supplementary cards entitle the card member to access the lounges

Certain card types allow the card member to take a guest along as well

For more information on this please click here:

https://www.citibank.ae/uae/consumer/credit_cards/lounge_access.htm?icid=AEHSFAQ02

Choose your card type and review your eligiblity to take a guest along

08

Is there a charge to take additional guests to the lounge?

Yes, a charge of USD 27 will be debited from your card for any additional guest per visit.

09

Why was I denied access at one of the partner lounges?

For a full list of lounges that you are entitled to use, please refer to our website:

https://www.citibank.ae/uae/consumer/credit_cards/lounge_access.htm?icid=AEHSFAQ03

Choose your card type and review your eligibility to use the lounge

If you are accessing one of our approved partner lounges and are still refused an entry:

Please pay to use the lounge service using one of the eligible Citi Cards

Ask the lounge operator to confirm on the reciept that a lounge facility was unavailable on the card

'Write to us' from Citi Online send the reciept to uaeservice@citi.com to have the charges reversed.

10

Can I enter a lounge without having my card with me?

No. Unfortunately, you need to have the physical card to access the lounge. The representative at the lounge will need to swipe the card to allow access

11

I have reported my card as lost/ Stolen and awaiting a replacement card. Can I use the lounge?

Unfortunately the lounge does not have the ability to check whether you are a valid customer of the LoungeKey program without swiping your bank card.

12

Why was I charged at the lounge?

Based on the card you hold with Citi, there is a list of approved lounges that you can use.

Please refer to our website:

https://www.citibank.ae/uae/consumer/credit_cards/lounge_access.htm?icid=AEHSFAQ04

Choose your card type and review your eligibility to use the lounge

13

Why was I charged to take a guest along?

Based on the card you hold with Citi, you might be eligible to take a guest along.

Please refer to our website:

https://www.citibank.ae/uae/consumer/credit_cards/lounge_access.htm?icid=AEHSFAQ05

Choose your card type and review your eligibility to take a guest along for free

14

I was denied access and I paid and used the service anyways

We are sorry you had this experience.

  • For Emirates Citibank Gold & Citilife Platinum Visa - For future travel I advise you to check the available lounges at www.velocelounges.com before you travel
  • For Citipremiermiles Titanium- For future travel keep in mind you are eligible for free access at Marhaba lounges across the GCC.
  • All cards - For future travels I advise you to check the available lounges to your card on www.loungekey.com or by downloading the Loungekey app on your mobile where you can easily check the available lounges at the airports of the cities you are travelling to

Please 'write to us' from Citi Online giving us the name and date of using the lounge and we will try to get you a reimbursement of the charge

The process may take 3-4 working days and is subject to internal approvals

15

I was denied access and so didn't use the lounge facility

We are sorry you had this experience.

  • If you have an Emirates Citibank Gold or a Citilife Platinum Visa Card - please check the available lounges at www.velocelounges.com before you travel
  • For Citipremiermiles Titanium- Please note that you are eligible for free access at Marhaba lounges across the GCC
  • All other cards - For future travels please check the available lounges on your card at www.loungekey.com or by downloading the Loungekey app on your mobile.

you can easily check the available lounges at the airports of the cities you are travelling to

16

Can a Supplementary card customer book a Marhaba service?

No, Marhaba service is a complimentary service that is offered only to primary card holders only

17

Am I eligible to book a complimentary Marhaba service on my card?

As a primary card member and depending on the credit card type you hold with Citi bank, you are eligible for upto 2 free Marhaba services per year for one person.

For all details on this offer, please click here:

https://www.citibank.ae/uae/consumer/credit_cards/Meetgreet.htm?icid=AEHSFAQ06

18

Is there any additional cost I would incur while booking for a Marhaba Service?

Depending on the credit card held by you with Citibank, you are eligible for upto 2 free Marhaba services per year for one person. If you are booking this service for more than one passenger, an additional charge is levied depending on your card type. For all details on this offer, please click here:

https://www.citibank.ae/uae/consumer/credit_cards/Meetgreet.htm?icid=AEHSFAQ07

19

How early should I book my Marhaba Service?

All requests for a Marhaba service booking should be made atleast 10 hours earlier.

Requests made lesser than 10 hours earlier will be honored with some additional charges.

All offers are made on a best effort basis only

20

What are the airports where I can book a Marhaba service?

Marhaba service is valid at all Dubai international airports - Terminal 1, 2, 3 and DWC.

21

Which service providers can I pay for?

You can do an instant payments to various service providers in UAE

Telecom:

DU Prepaid/ Postpaid

Etisalat Prepaid/ Postpaid

Road Toll:

Salik

Electricity and Water:

DEWA

SEWA

22

How can I pay a utility bill online?

  • Transfer Type: Utility Bill Payment
  • Select Account: Choose the account you would like to transfer from
  • To Account: Choose a merchant that is already added or choose add make a payment to a new merchant
  • If you are making a payment to an existing merchant, skip to step: 8. If you are making a payment to a new merchant, Choose the appropriate category from the drop down
  • Then Choose the Merchant Name
  • Input a Nick name to this Merchant for future use
  • Input the account no with the Payee. Choose add to Payee list to be able to pay easily to this merchant the next time
  • Input the amount and confirm payment
23

What are the account number formats to input?

Etisalat Telephone No / Elife/ Evision

DU Land Line

9-digit telephone number/ Account number 0432XXX31
Etisalat GSM/ WASEL/ WASEL Renewal/ Postpaid Mobile 10-digit mobile number 05012XXX67
Etisalat Internet DIALUP, BROADBAND / Al Shamil - home services Account number 440XXX456
Du Prepaid/ Postpaid Mobile 10-digit mobile number 05512XXX67
Salik 8-digit account number with 4-digit PIN

123XXX78

Pin: 6789

DEWA 10-digit Contract Account number 200XXX4567
SEWA Customer number 123XXX7890
01

Why don't I receive my transactional one time password?

Please note that all one time passwords will be sent to the mobile number registered with us on our records

If you are travelling, the password might not be delivered to you due to network issues. Restarting your phone will refresh the network connection and will help

If restarting doesn't help, please call our 24 hour Citiphone banking service on 04-3114000 and an officer will help you

If a supplementary card holder is facing the issue, please ensure that a mobile number (different from the primary) is updated on the supplementary profile

If you have updated your mobile number in the last 24 hours, a system refresh needs to happen before you start receiving one time passwords on your new number. If you need to refresh the number immediately, please call our 24 hour Citiphone banking service on 04-3114000 and an officer will help you.

02

I have updated my mobile number online and I didn't receive my one time password.

You will have to wait for 24 hours before you start receiving your one time passwords on your new number. Once updated, your number needs to be refreshed on our systems before your one time passwords are sent.

If you need to have the system refreshed immediately, please call our 24 hour Citiphone banking service and an officer will help refresh the number immediately.

03

Why do I receive double alerts?

If you have a supplementary card and a number is not updated on the supplementary profile, you might see double alerts. Please ensure that you update the supplementary number on our records. The supplementary card holder can log in to Citi Online and update the number there or the primary card holder can write to us from Citi Online with the new phone number details.

04

How to register for SMS and EMAIL Alerts?

  • Sign on to Citibank Online and navigate to the My Profile menu.
  • Choose Citibank Alerting service from the available options
  • Select Edit Alert Profile
  • Choose your SMS and Email Alerts
  • Click Confirm to activate your alerts
05

How can I register for Push Notifications?

  • Sign on to the Citi Mobile App
  • Select Push Notifications from the Settings menu
  • Click Set up New Notification and choose your alerts
  • Select Continue to confirm your choice
  • Ensure your device settings allow notification to be displayed
06

How can I change my transactional alert preferences?

  • Sign on to Citibank Online and navigate to the My Profile menu
  • Choose Citibank Alerting service from the available options
  • Select Edit Alert Profile
  • Choose your SMS and Email Alerts
  • Click Confirm to activate your alert preferences
01

Can I book an Easy Installment Plan?

Yes, you can book your eligible transactions in to an Easy Installment Plan

  • Login to Citi Online
  • On the home page, quick links, click on EIP Booking
  • Choose from the list of eligible transactions
  • Select a tenor, review the installment schedule
  • Confirm the booking
02

Which of my transactions can I book into an Easy Installment Plan?

Most transactions which are over AED. 100 can be booked into Easy Installment Plan. For a list of eligible transactions:

  • Login to Citi Online
  • On the home page, quick links, click on EIP Booking
  • Choose from the list of eligible transactions
  • Select a tenor, review the installment schedule
  • Confirm the booking
03

Can I convert a transaction made by my Supplementary card holder into an Easy Installment Plan?

Yes, transactions made on a supplementary card can be booked into Easy Installment plans

However, only the primary card holder can authorize the booking

04

Can my supplementary card holder convert one of his/ her purchases into an Easy Installment Plan?

No, Only the primary cardmember can authorize account activity.

As the primary is responsible for payments on the card, we can only allow the primary card holder to authorize booking any plans or loans.

05

Why can't I complete my Easy Installment Plan booking online?

Your card could be on a payment related block or the card could be over limit.

You may not be able to convert a payment into an EIP on your statement date.

For further assistance, please call our 24 hour Citiphone banking on 04-3114000 and an agent will be happy to assist you.

06

Can I convert the cash withdrawn from my card into an Easy Installment Plan?

Only retail purchases are eligible to be converted into Easy Installment Plans.

Cash transactions, transaction made at exchange houses and financial institutions cannot be converted into EIP.

07

I have a retail transaction that I'd like to convert into an Easy Installment Plan. How many days do I have before I can decide to convert this transaction into an Easy Installment?

You can convert a transaction into an EIP on Citi online once it is posted on your card and before your statement is generated.

For further details, please call our 24 hour Citiphone banking on 04-3114000 and an agent will be happy to assist you.

08

Which of my transactions are eligible to be booken into a 0% Easy Installment Plan?

0% EPP is offered is only at specific partners. Please visit our website https://www.citiworldprivileges.com/UAEPrivileges/offer-types/791/0-installment-plans/ to know more about the partners who offer 0% Easy Installment Plans

09

Can I book a 0% Easy Installment Plan without producing the invoice?

No, a 0% Easy Installment Plan can only be booked when the purchase invoice/ Invoice number is produced.

However, you can still book a regular EPP.

10

Can I preclose my Easy Installment Plan?

Yes, you can preclose your Easy Installment Plan.

As metioned in the terms of the plan, 1% of the remaining principal outstanding will be charged to you as a loan closure fee.

  • Please call our 24 hour Citiphone banking service on 04-3114000 to find out the current outstanding that you need to pay to fore close the plan
  • Make the necessary payment into the card
  • Call our 24 hour Citiphone banking service to ensure that the payment is applied towards the outstanding of the plan
  • It will take 3-4 working days for closure and an SMS will besent to your registered mobile number once closed
11

Can I change the tenor of my existing EPP?

Yes, you can change the tenor of your existing EPP. Please call our 24 hour Citiphone banking service on 04-3114000 and an agent will be happy to assist you

12

Are there any transactions which are not allowed to be booked into an Easy Installment Plan?

  • Cash withdrawals,
  • Transactions made at exchange houses
  • Real estate payments
  • All fees and Charges
  • are some of the transactions that cannot be converted into an EPP
01

How is the Minimum Payment due amount on my card statement calculated?

Minimum Payment Due is calculated as 2.74% of the current balance on Statement of Account, plus, if applicable

  • current billed Late Payment Fee
  • current billed finance charges
  • montly amount(s) of installment(s) subscribed under EIP's/ Balance Transfer/ Loan on Phone(s)/ InstaLoan(s) etc
  • Over Limit amount
  • Past due amount
  • InstaLoan processing fee or AED 100, whichever is higher.

If your Current Balance is less than AED 100, then your Minimum Payment Due will be equal to your Current Balance

02

When will I be charged a Late Fee?

A Late Payment Fee is charged to you when the Minimum Payment Due is not received by the Payment Due Date.

The late fee is levied in addition to the interest on the outstanding amount at Citibank's Credit Card interest rate which you can find in our website: www.citibank.ae within the "Rates & Fees" section listed on Citi UAE homepage, in the bar right at the top.

If you are a Simplicity card customer, you will not be charged a Late Fee

03

When will I be charged an Over Limit Fee?

If the total outstanding balance on the card exceeds the credit limit at any time, or if the current balance as shown in the statement exceeds the credit limit, with the exception of an excess arising due to Instaloan, an over limit fee will be charged to the cardmember.

The total outstanding balance and the current balance will include outstanding purchases, cash advance and any interest, charges or fees levied on the card account.

If you are a Simplicity card customer, you will not be charged an Over Limit Fee.

04

When are Finance Charges levied on my card?

If you do not pay the full amount due or make partial payment, interest will be charged and shown in the next statement date. This is calculated individually on each transaction from the respective transaction date to the next statement date.

Interest will not be charged on purchases for up to 52 days, from purchase date, if you pay the full balance by the Payment Due Date, depending on the date of the purchase.

Interests will be charged on Cash Advances and other installment products from the date of such transaction occurring.

05

How is Cash Advance Fee calculated?

When you take a Cash Advance from a branch or ATM you will be charged a Cash Advance Fee.

This is in addition to interest charged on the amount withdrawn from the date of withdrawal.

If you are a Simplicity card customer, you will not be charged a Cash Advance Fee.

01

Why didn't I earn miles on my full spent?

In any given month, a Citi Card member is only entitled to earn miles / points for transactions carried out up to the extent of the assigned Credit Limit on the Card. Transactions exceeding the assigned Credit Limit shall not be entitled to earn miles / points during that month. A 'month' as stated in this clause is the timeframe transpiring between each statement date.

02

Why did some of my purchases earn lesser miles?

Purchases made at grocery stores/supermarkets and real estate related merchants are entitled to earn 50% Skywards Miles. These Terms and Conditions may change time to time and most updated information can be found on "Skywards Miles Terms and Conditions" in our website www.citibank.ae within the Credit Card / Emirates - Citibank section.

03

Why didn't I earn any miles on some purchases?

Skywards Miles will not be awarded in selected categories of purchases:

  • Annual Membership Fee payment(s)
  • Cash advance Fees, Finance charges, Late payment charges or any other form of manual or automated cash withdrawal/disbursement
  • Traveler's cheques, balance transfer, repayment of bank loans/ fees/ charges and/or other unauthorized charges, etc
  • Purchase of foreign currency and transactions conducted at exchange house(s)
  • Contributions, premiums or other payments in relation to Invest Plus, Credit Shield/ Credit Shield Plus products/programs/ any other insurance programs or products that Citibank may choose to offer/distribute
  • Utility bill payments
  • Purchase of saving certificates, bonds, securities and/or other debt/ instrument instruments, along with purchase of any investment and/or brokerage services online or over the counter
  • Transactions conducted on the "government services" category
  • Transactions that Citibank decides are disputed, erroneous, unauthorized, illegal and/or fraudulent
  • Transactions undertaken through or using the UAE Direct Debit System
  • Transactions converted into EIP with a zero percent reducing balance rate per annum
01

What currencies can I transfer on Citi Online/ Citi Mobile?

All frequently used currencies are available on Citi Online and Citi Mobile for money transfers

You can send money in 95 different currencies

An instant processing is available for majority of currencies

02

What is the max amount I can transfer on Citi Online/ Citi Mobile?

You can initiate funds transfer on Citi Online and Citi Mobile up to USD 1,000,000.

Money Transfers upto USD 100,000 are processed instantly and amounts over USD 100,000 will be transferred after a short call back.

Daily instant limit is set at USD 100,000 on Citi Online and Citi Mobile.

Citi Global Transfers - Transfer to Citi accounts across the globe are different limits.

03

What are the different types of Fund transfers available on Citi Online and Citi Mobile?

Below are the different money transfer options available on Citi Online and Citi Mobile

  • • Transfer between your own Citi UAE accounts
  • • AED Transfer to another bank in UAE or transfer to another Citi UAE client in any currency
  • • Foreign Currency Transfer to accounts in or outside UAE
  • • Transfer to a Citibank personal account outside UAE
  • • Utility bill payments
04

I am paying a Utility bill on Citi Online, what are the accepted account number formats?

  • Etisalat telephone No / Elife/ Evision/ DU Land Line - 9 digit telephone number/ Account number - 0432XXX31
  • Etisalat GSM/ WASEL/ WASEL renewal/ Postpaid mobile - 10-digit mobile number - 05012XXX67
  • Etisalat Internet DIALUP, BROADBAND / Al Shamil home services - Account number - 440XXX456
  • Du Prepaid/ Postpaid Mobile - 10-digit mobile number - 05512XXX67
  • Salik - 8-digit account number with 4-digit PIN 123XXX78 Pin: 1XX4
  • DEWA - 10-digit Contract Account number - 200XXX4567
  • SEWA - Customer number - 123XXX7890
05

What are the charges on Funds Transfer?

3 types of charges apply on an outgoing fund transfer, Citibank fee, FX rate and beneficiary or corresponding bank charge (which may or may not apply)

  • Citibank fee: This fee depends on the amount being transferred and can vary between USD 10 and USD 50 for online transfers and USD 20 and USD 150 for branch transfers. Further details are updated on our schedule of fees and charges

    There are 3 options on who bears this charge

    SHA - Charges are shared between the customer and beneficiary

    OUR - Charges are completely borne by the remitter

    BEN - Charges are completely borne by the be beneficiary

  • FX rate: This rate depends on the prevailing rate and will be applied at the time when the account is debited
  • Corresponding bank/ beneficiary bank charges: These charges may be levied by the corresponding or beneficiary bank and cannot be confirmed by Citi at the time of transfer

** Hyperlink to SOC

06

How can I recall or amend my fund transfer instruction?

Once a fund transfer instruction is submitted, you can either recall or amend your fund transfer instruction by writing to us from Citi Online. Please follow the below steps:

  • • Logon to Citi Online
  • • Click on Service center - write to us - send a request
  • • Choose 'Banking' as Product Category and 'Other requests' as subject and send the amendment details or recall instruction

Since this type of request needs us to liaise with the beneficiary bank, it will be done on a best effort basis.

07

I am encountering error messages while initiating a fund transfer online. What do these codes mean?

You may encounter errors while initiating a fund transfer on Citi Online or Citi Mobile. The errors could be due to error on the account number, IBAN number or a time out. When these errors occur, the error popup shows a unique error code.

You can call our 24-hour Citiphone banking service on +971 43114000 and an agent will be able to trouble shoot the error for you.

08

I am not sure if the beneficiary has received the funds I transferred. How can I trace the funds?

If you need to trace the fund transfer, please write to us from Citi online and we will raise a request to trace the funds from the corresponding bank or the beneficiary bank.

Once traced, we will notify you of the status of your fund transfer request

09

How can I add or delete payees on Citi Online or Citi Mobile?

  • • Login to Citi Online and choose 'Manage my payees' under 'Payments & Transfers' option
  • • Click on 'Add Payee' and fill up the form page
  • • Once submitted, you will receive a 6 digit One Time Password on the mobile number registered with us
  • • The Payee will be added once this password is validated.
01

What should I do if I cannot register or login?

Make sure your card is activated before you register/login.

If you are receiving 'Information not recognized' error:

  • At registration:

    • Make sure you enter the correct Card number, DOB and card expiry date.
    • Make sure you use a unique user name. The user name you chose might already be taken
    • Make sure you use a good and a secure password.
    • Make sure you did not enter space or special characters.
  • At login (already registered):

    • Either the user name or password entered is incorrect. Please use the 'Forgot user ID' or 'Forgot Password' options appear on the login screen. Make sure to use the correct guidelines for a user name and password.
    • Please avoid trying to login several times if you are not sure about your login details, because the system will block your profile to prevent fraud.
02

What should I do if I forgot my User ID?

You can select the User ID Reminder link on the Sign On page. Enter your active Debit/Credit Card Number, card expiry date and date of birth and the One-Time Password you will receive on your registered primary mobile number, and Citibank Online will display your registered User ID immediately. Incase Citibank Online shows that your Card is not linked to a User ID, you will need to register your Card using the Register option on the Sign On page.

03

What should I do if I forgot my password?

You can select the Forgot your password? Link on the Sign On page, which allows you to reset your Password by entering

  • Your registered User ID
  • Your active Debit/Credit Card number, card expiry date and date of birth
  • The One-Time Password you will receive on your registered primary mobile number
04

My access has been blocked after several failures to sign on with a User ID and password. Can I regain access?

If you have 3 failed login attempts, your online account access will be blocked. To regain access, please make sure you are using the correct user ID, and then select the Forgot your password? link. Here is what you will need to enter:

  • Your registered User ID
  • Your active Debit/Credit Card number, card expiry date and date of birth
  • The One-Time Password you will receive on your registered primary mobile number
05

I have entered One Time Password incorrectly and I'm not able to access Citibank Online, what should I do?

If you have entered the One Time Password incorrectly 3 times before you Sign On, your online account access will be blocked for 24 Hours. You will need to try again the next day.

If you have entered the One Time Password incorrectly 3 times after you Sign On, your User ID will be blocked. You can proceed with unlocking your User ID by following the Password Reset steps by clicking on the Forgot your password? link.

06

How do I change my password?

Here's how to change your Citibank Online Password:

  • You need to login to your online account using your User ID and Password.
  • Upon successful login, Click on My Profile.
  • Choose My Citibank Online Preferences on the left navigation menu.
  • Select the Change password submenu.
07

Any tips on creating a password?

Make sure you did not enter space or special characters

Yes, there are guidelines you can follow when creating your password and ways to protect it after the fact.

Choose a Good Password.

These tips make it difficult for others to guess your password and help protect your account.

Tips Examples
Do use at least 6 characters and a combination of letters and numbers. Good Passwords fireman28a 5occerfan1963 mar23mbbd
Do not use single words that can be found in any dictionary. Bad Password kangaroo
Do not use your name, your spouse's name, your pet's name, birthday, favorite food, or any personal information that others can easily obtain. Bad Passwords viperfan fido (pet's name)
Do not use a password that contains part of your Online User ID or emailaddress. Bad Password jimmy (while your ID is jimmyinjersey)

Password and Account Protection.

There are several ways to protect your password.

  • Make it memorable. Pick something you'll remember. If you do need to write it down, make sure it's kept in a safe location and not available to anyone but you. Also, since this will be the password you need to access your accounts, take the time to think of a good strong one.
  • Change it periodically. Make sure to change your password from time to time using the Change Password link below. If you ever suspect that someone may have your password, don't take chances and change it immediately.
  • Don't share it. No one representing the Citigroup family of companies will ask for your password in any way other than through the secure Web form on our Web site. And you should never give it to anyone who asks for it via e-mail, phone or any other medium-even if they say they're from Citigroup.
  • Always sign off. End your session properly by selecting "sign off" and then closing the browser window-especially if you're using a PC at an Internet cafe or other public place.
  • Update your browser. If a security update becomes available, it's a good idea to install it.
08

Additional Tips

  • Do not enter special characters or space.
  • If you are receiving "information not recognized" error message while registration.
  • Make sure you enter the correct Card number, DOB and card expiry date.
  • Make sure you use a unique user name. The user name you chose might already be taken
  • Make sure you use a good and a secure password.
09

I cannot sign on to Citibank Online.

Why can't sign In

If you have answered "No" to any of the questions above, please click here to go to the sign on page and request for a User ID reminder or reset your password, or to register on Citibank Online.

10

If you use one of the browsers mentioned and you are still experiencing issues, we recommend you clear your web cache as follows:

  • Chrome Version: 26.0.1410.64 m
    Menu > Tools > Clear browsing data > Delete cookies and other site and other site and plug-in data & > You can delete cookies in the "Cookies" section.
  • Explorer 7
    Tools > Delete Browsing history > Temporary internet files & Cookies > click on: Delete
  • Explorer 8
    Safety > Delete Browsing history > Temporary internet files & Cookies & History & In Private Filtering Data > click on: Delete
  • Firefox 20.0.1.
    Tools > Clear Recent History > Browsing and Download History & Cookies & Cache & Active Logins > click on: Clear Now
11

In case of temporary system outage on Citibank Online, we would like to recommend the following options:

Please call our 24-hour CitiPhone Banking Service on +971 4 311 4000.

CitiPhone IVR

  • Check your account balance
  • Make an internal transfer
  • Make a Credit Card payment
  • Regenerate your E-Statements
  • Place transfer orders*
  • Place direct debit orders*
  • Place permanent transfer orders to your credit card*

Alternatively, you can visit any of our branches or financial centers:

  • Place transfer orders*
  • Place direct debit orders*
  • Place permanent transfer orders to your credit card*

Please click here to find the closest Citi branch, financial center, or ATM to you.

* Standard online fees and charges apply as per the schedule of fees and charges

12

After I sign in to Citibank Online, I cannot see my account or card numbers. Why?

This is an enhanced security measure to protect our customers' private data. Partially hiding account numbers and card numbers in our Citibank Online area is a security measure for protecting our customers' private data. If you wish to reveal the whole data, you can set it in the "My Profile" menu:

  • Choose "Citibank Online Preferences" in the "My Profile" menu and click on the "Masking Account Information" item.
  • After this you will receive a One Time Password on your mobile phone. Please enter it in the indicated field to make the modifications to information visibility on Citibank Online

OTP Authentication

*Please note this screen is for illustrative purpose only.

Uncheck the checkbox to unmask your sensitive data and click on "done" to complete your request.

Masking Sensitive Information

*Please note this screen is for illustrative purpose only.

Please note that masking will be reset automatically after you sign off for security reasons.

13

I have many different accounts. How can I view them all together?

There are several ways to easily manage the overview of your accounts:

  • You can set the account order and visibility on "My Citi" by clicking "My Profile" and selecting "Manage Accounts/Account Order and Visibility." Alternatively, you can reach this menu directly from My Citi with the help of the "Manage Accounts Display" link above your account list.
  • You can give nicknames to your accounts to make them more easily distinguishable. To do this, click on "My Profile" and select "Manage Accounts/Customize Account Labels."
  • If you have accounts in Citibank in a different country, you can also register to the Global View of Accounts feature, which allows you to see your accounts in one portal. To do this, click on "My Profile" and select "Global View of Accounts/Register". After you successfully register, you can switch between countries on "My Citi" with the help of the drop down list at the top of your accounts page.
  • Please note that Global View of Accounts does not allow you to do transactions from accounts abroad, you will only able to view them.
01

What should I do if I am not receiving OTP?

If you have been receiving OTP before and you have not changed your mobile number recently, please call Citiphone to get the OTP instantly through our IVR system.

If you have changed your SIM card (travelling abroad) recently, please login to Citibank Online and update your mobile number under 'My Profile' -> ', Update contact details'

If you are sure that the mobile number is correct and still the OTP is not received, call Citiphone for further assistance

01

How do I sign on?

You sign on Citi Mobile® app by entering your user id and password that you use for Citibank Online.

If you are a first-time user, please click on "REGISTER" button on the application and follow the instructions.

02

How can I make a transfer?

Sign on the app and select the Transfers option from the left-side menu. Select the account from which you want to transfer money, then select the payee and enter the amount to be transferred.

You may also choose to "Make a transfer to a new account" option and enter new payee details.

03

How can I quickly check my balance?

You can check the balance in the account details after you sign on the system or by enabling Citi Mobile® Snapshot. It is a feature that allows you to check the balance on your current and/or saving accounts and credit card as well as the details of the recent transactions, without having to sign on the system

04

Download and Install

Citi Mobile® app is available for Android and IOS devices. Depending on your smartphone you may download Citi Mobile® app from Google Play store or App Store only on UAE stores.

05

Register And Sign on for the first time

What should I do if I cannot register or login?

Make sure your card is activated before you register/login. If you are receiving 'Information not recognized' error:

  • At registration:

    • Make sure you enter the correct Card number, DOB and card expiry date.
    • Make sure you use a unique user name. The user name you chose might already be taken
    • Make sure you use a good and a secure password.
    • Make sure you did not enter space or special characters.
  • At login (already registered):

    • Either the user name or password entered is incorrect. Please use the 'Forgot user ID' or 'Forgot Password' options appear on the login screen. Make sure to use the correct guidelines for a user name and password.
    • Please avoid trying to login several times if you are not sure about your login details, because the system will block your profile to prevent fraud.

Citi Mobile® app is available for Android and IOS devices. Depending on your smartphone you may download Citi Mobile® app from Google Play store or App Store only on UAE stores.

You sign on to Citi Mobile® app by entering your user id and password that you use for Citibank Online.

If you are a first-time user, please click on "REGISTER" button on the application and follow the instructions.

You can always uninstall and re-install the Citi Mobile App if facing any performance issues. New updates and the latest version of the app available @ www.citibank.ae/mobile

06

Access using Fingerprint

If you use an Apple iPhone that supports Touch ID technology, the app will automatically detect this feature. After signing on you will be asked if you would like to use the Touch ID sign on. You will be directed to the service activation screen, where you only need to select the "Enable" option. That is all! Next time you open the app you will be able to sign on using your fingerprint.

07

Recover user ID or Password

If you forget your password or user id, select the Forgot user ID or password option available on the sign on screen. You will be redirected to Citibank Online and follow the instructions.

If you forget your password or user id, select the Forgot user ID or password option available on the sign on screen. You will be redirected to Citibank Online and follow the instructions.

Make sure you did not enter space or special characters.

08

Citi Mobile® Snapshot

Citi Mobile® Snapshot is a feature that allows you to check the balance on your current, savings and credit card accounts as well as the details of your recent transactions without having to sign on the system. You may enable or disable Citi Mobile® Snapshot in the app settings.

Remember that the possibility to view such information in Citi Mobile® Snapshot without having to sign on poses a risk of unauthorized sharing of these details with third persons. Avoid sharing your phone or tablet with anyone and don't leave it unattended, especially in places where other people may access it. If you sell or give your mobile device to another person, remember to first disable this feature on the device.

09

Can I make a transfer to any account?

Yes. To do this, sign on the app and select the Transfers and Payments option from the left-side menu. Select the account from which you want to transfer money, then select the payee and enter the amount to be transferred. Once you confirm the details entered and authorise the transaction, the transfer will be performed.

10

How can I check exchange rates?

You can check current exchange rates after signing on the app, by selecting FX rates from the left-side menu.

11

Can I make a Utility Bill Payment?

Yes. To do this, sign on the app and select the Transfers and payments option from the left-side menu. Select the account from which you want to transfer money, then select the Utility Bill payee and enter the amount to be transferred or select "Make a transfer to a new account" option and fill out new payment details. Once you confirm the details entered and authorise the transaction, the transfer will be performed.

12

How can I split my transaction into installments?

In order to split a transaction made with Citibank credit card into installments, sign on the system and select the EIP option from the left-side menu. The minimum transaction amount that can be split into installments is AED 100. Terms and conditions apply and can be reviewed here.

13

How can I check latest transactions?

You can check latest transactions in the section My accounts after signing on the system, or by enabling Citi Mobile® Snapshot. It is an optional feature that allows you to check the balance on your current, savings and credit card accounts as well as the details of your recent transactions without having to sign on the system.

Remember that the possibility to view such information in Citi Mobile® Snapshot without having to sign on poses a risk of unauthorized sharing of these details with third persons. Avoid sharing your phone or tablet with other persons and don't leave it unattended, especially in places where other people may access it. If you sell or give your mobile device to another person, remember to first disable this feature on the device.

14

How can I activate my card?

To activate your card, sign on the app and select the Card activation option from the left-side menu. Select the card you wish to activate and enter details correctly. After assigning a PIN number successfully, your card will be activated.

15

Do I always have to sign out?

For your security we recommend signing out each time after using the app.

16

What should I do if I change my phone?

Each time you get a new phone we recommend that you uninstall Citi Mobile® app from your old device.

17

What should I do in case of receiving error message?

If you receive an error message, restart Citi Mobile® app. If the problem persists, we recommend to reboot the phone. If you have any further problems, please contact the Bank and describe the problem, and possibly provide the error code.

18

How can I link my card to a foreign currency account?

With Citi Mobile® app you can link your debit card to a selected foreign currency account. To do this, sign on the app and select the Card Linkage option from the left-side menu.

19

Transferring cash from credit card to account

If you need extra cash, you can make an immediate transfer from your Citibank credit card to your account. Sign on the app and select the Payments and transfers option from the left-side menu. Select the Credit Card from which you want to transfer money, then select the account you want to transfer the amount in and enter the amount to be transferred. You can choose the amount within the available card limit.

Cash Advance charges will apply - Terms and conditions and Schedule of Fees and Charges can be reviewed here.

Registering for Citibank Online

Registering for Citibank Online

Logging in for the first time

Logging in for the first time

Using your personal dashboard

Using your personal dashboard

Activating a new card

Activating a new card

Account summary

Account summary

Account details

Account details

Moving money between your accounts

Moving money between your accounts

Making a payment (payee)

Making a payment (payee)

AED Transfers to another account in UAE

AED Transfers to another account in UAE

Foreign Currency Transfers within UAE / Cross Border Payments

Foreign Currency Transfers within UAE / Cross Border Payments

Making multiple payments

Making multiple payments

Managing your list of payees

Managing your list of payees

Adding a new payee

Adding a new payee

Setting up a direct debit

Setting up a direct debit

Setting up a scheduled transaction

Setting up a scheduled transaction

About the Service Center

About the Service Center

Blocking and replacing your card

Blocking and replacing your card

Changing your ATM PIN

Changing your ATM PIN

Activating a new card

Activating a new card

View E-Statement

View E-Statement

Managing your account

Managing your account

Masking your account information

Masking your account information

Setting up your Citialerts

Setting up your Citialerts

Arrange to receive e-Statements

Arrange to receive e-Statements

Please visit Citi Online, click 'Service Center', select 'Write to us' and raise a complaint or request.

You can also contact our 24 hour Citiphone Banking Service on +97 14 3114000.

Reach Us

Citibank Online Banking

With Citibank Online you can fulfil your banking needs wherever you are in the world, however you want, available 24 hours a day 365 days a year, giving you complete control over your finances. Learn more.

Click here to register for Citibank Online

Click here to login to Citibank Online

Citi Mobile App

Citi Mobile is a simple and secure way to view your account information, transfer funds, pay bills and find your nearest Citibank location. All these on your smart-phone, while on-the-go. Download or upgrade the new Citi Mobile app for an enhanced online banking experience! Learn more.

Download on the App Store Get it on Google play

Online Feedback

Please visit Citi Online, click 'Service Center', select 'Write to us' and raise a complaint or request.

  • We will resolve with-in 4 working days and will get in touch with you either through phone or your registered email address.
  • Please be patient in case of complaints related to partner offers, wealth management, the credit bureau and technical problems, these may take longer.

You can also contact our 24 hour Citiphone Banking Service on +97 14 3114000.

Learn more
Citi Phone Banking

Call our 24-hours CitiPhone Banking Services:

  • Citigold clients : +971 4 311 4653
  • All others : +971 4 311 4000

For payment related queries:

Learn more
Locate Us

Click here to view list of our current locations.

Download Center

Investments

For investments securities that are not pledged as collateral, they may be redeemed by sending the below attached redemption form through:

Email : uaeclientexperience@citi.com

Important Information

  • Citibank terms and Conditions apply, are subject to change and are available upon request. For the current Terms and Conditions, please visit our website www.citibank.ae
  • All items marked as mandatory on the form will be required to be filled for acceptance of redemption instructions.
  • Citibank will customarily transmit the customer's redemption order to the applicable fund house within a reasonable time frame following its receipt and will have the same executed on a best effort basis. Citibank shall not be held liable for any delays / losses experienced for any reasons.
  • An advice will be dispatched to you after complete processing of the investment redemption has been conducted.

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