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What can we help you with?

What can we help you with?

Online Banking

I've forgotten my details for Online Banking, what should I do?

Don't worry. If you've forgotten or lost some of your log-in details, just follow these simple steps. You'll need to have your account details on hand.

  1. Click on the ‘Forgot Username or Password’ link from the Citibank Online login panel.
  2. Enter your card number.
  3. Key in all the requested details and follow the steps accordingly.

And you're all done. Remember to keep your login and password details to yourself.

How do I reset my password?

Changing your password is easy. Just follow these simple steps:

  1. Login to Citibank Online
  2. Upon logging in, click on the "Services > My Profile" tab.
  3. Under "My Profile", click "Change Password".
  4. Follow the steps outlined.
How do I create username and password for my credit card or debit card?

Creating a username and password for your credit card or debit card is easy and should only take around 5 minutes. Just follow these simple steps. You'll need to have your account details on hand.

  1. To create your username and password, click on "First time user? Register now", from the Citibank homepage.
  2. Enter your card number.
  3. Read and accept the Terms and Conditions.
  4. Key in all the requested details and follow the steps accordingly.
  5. Now enter your desired username and password. Be sure your password meets the requirements.

And you're all done! You should now be able to login to Citibank Online anytime, anywhere.

For existing cardmembers

How do I increase my credit limit?

Temporary Credit Limit Increase

If you'd like to temporarily increase your credit limit, please login into Citibank Online, locate "Services". Next, select "Card Services" and click on "Temporary Credit Limit Increase". Click here for step by step guide on how to apply via Citibank Online.

Alternatively, you could phone us at anytime with CitiPhone Banking:


Permanent Credit Limit Increase

If you'd like to permanently increase your credit limit, please log in to Citi Mobile® App, locate “Manage cards” and “Increase credit limit”. Alternatively, you may visit Citibank Online, locate "Credit Card" and "Credit Limit Increase"to complete the application form.
You may also complete the application form directly here. All requests are subject to approval.

How do I dispute a charge on my credit card account?

If you discover a discrepancy in your statement and would like to raise a dispute, please call our CitiPhone Banking officers for assistance. At the end of call, the officer will provide you with a case reference number, and depending on the nature of your case, advise you on whether you will need to fill in a Disputed Transaction Form.

If you have to submit this form, kindly download it here. Then, email the completed and signed copy of it, together with your case reference number, to chargebackdoc@citi.com.

It normally takes 60 calendar days to investigate a dispute. If you suspect that an unauthorised charge has been made to your account, please consider blocking your card immediately.

How can I follow up on a dispute?

You can check on the status of your dispute by:

  • Login into Citibank Online.

    Once logged in, go to the top navigation menu of the web page, then click "Contact Us".
    Then click "Email Us" (with an envelope icon beside it)
    Then click "Compose Mail".

  • Or call us at CitiPhone:

    03-2383 0000 03-2383 0000 (Kuala Lumpur)
    04-296 0000 04-296 0000 (Penang)
    07 340 6000 07 340 6000 (Johor Bahru)
    1-800-82-1010 1-800-82-1010 (Sabah & Sarawak, toll free)

  • Chat With Us Now:

    For Confidential or account related questions:
    For your protection, please Login to Citibank Online and connect with us through the live chat icon which is located at the Contact Us page.
    For any general enquiries or feedback that is non-account related:
    Contact our agents through this link https://chat.citibank.com.my/MY/WebChat/ or through the phone icon which is located on the right hand side.

I would like to cancel my Credit Shield/Credit Shield Premier/Credit Shield Select insurance.

Kindly download the cancellation form here and mail/fax/email to AIA Bhd. It takes within 5 - 7 working days for the cancellation to take effect. Alternatively, you may contact AIA via:

Write in: Call: Fax: Email:
AIA BHD
Customer Servicing – Credit Life
Wisma AIA
99, Jalan Ampang
50450 Kuala Lumpur		 1800 38 3464 1800 38 3464 03-2056 3891 03-2056 3891 My.Customer@aia.com My.Customer@aia.com

e-Statement

When can I view my e-Statement?

e-Statements become available 2 - 3 days after your statement date. Please note that for credit card statement, no statement will be generated if there are no retail transactions or if you have a credit balance of less than RM10.

I'm having problems opening my e-Statement.

There are a number of scenarios that may prevent you from viewing your e-Statement. Here are the most common suggested solutions:

  • If you don't know your password, the default access code is your date of birth in a ddMmmyyyy format, where the first letter of the month is uppercase. Example: 01Jan2007
  • To view e-Statements, you will need Adobe Reader (Version 7.0 or above) installed on your computer. This free software is available to download at https://get.adobe.com/reader/
  • Try clearing your browser's cookies and cache.
  • Make sure your browser allows pop-ups from Citibank.
I have not received my e-Statement. What do I do?

Try looking in your "deleted" or "junk/spam" mail folders. Make sure to add us ("@citi.com") to your list of safe senders.

You can also view your e-Statement via Citibank Online and Citi Mobile app* by following these simple steps below:

  1. Login to Citibank Online, click on "Services" and select "My Profile", click on "e-Statements and e-Advices" and then "View e-Statement".
  2. Login to Citi Mobile app*, on the Credit Card dashboard, click on "Statement" and then "PDF" on the top right.
    *Only credit card statement is available on the Citi Mobile app.
I don't want to receive e-Statements anymore. How do I cancel them?

e-Statements minimize paper clutter and help the environment by using less paper. If you'd still prefer to receive paper statements instead, simply follow these easy steps:

  1. Login to your Citibank Online account.
  2. Click on "Services" and select "My Profile".
  3. Under "e-Statements and e-Advices" click on "Enroll/Edit e-Statement".
  4. Finally, click "De-enroll e-Statements".

And you're done. You'll stop receiving e-Statements from the start of your next statement cycle.

There will be a charge of RM1.00 per monthly statement received. This charge is not applicable to Citi Prestige, Citi Travel Account and Citi Business Signature.

Credit card application

I'd like to apply for a credit card. What should I do?

Just fill out our online credit card application here. Apply now

You can also contact our Cards Telemarketing Department at 1300 13 5555 / 2383 6555 (9.00am to 6.00pm).

What's the status of my credit card application?

It takes up to 14 working days to process your credit card application. We will notify you on application outcome via SMS/Email. You can also check your application status through our easy-to-use Interactive Voice Response (IVR) service! Just dial a number below and follow the simple steps:


  • After dialing, select your language of choice: 1 for English, 2 for Bahasa Malaysia or 3 for Mandarin.

    • To check your application status, you can say, “check my application status”.
    • When the system asks for confirmation (“Are you calling for your application status? Please say 'yes' or 'no’.”), say “yes”.
  • Lastly, input your 12-digit NRIC number followed by the # key.
How long does it take for me to receive a replacement credit card or a newly approved credit card?

Your card is sent to you within 5 - 7 working days from the date of issuance. If it still hasn't arrived, don't hesitate to contact us at CitiPhone:

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