1 Citi Pay App Frequently Asked Questions 1. What is Citi Pay? Citi Pay provides the convenience of making secure, in-store payments using your compatible Android mobile phone. This is an optional feature added to your Citi credit and debit cards To use Citi Pay, simply tap your phone at a contactless terminal and enter your Citi Pay PIN (which is different from your ATM PIN), or use biometrics (provided the finger print identification is enabled by the customer on the device) for purchases under AED 100. For any purchases over AED 100, enter a combination of your Citi Pay and ATM PIN or a combination of biometrics and your ATM PIN, as an additional security measure. 2. Why should I use Citi Pay instead of my plastic cards? Citi Pay offers a simple, secure and convenient payment experience that doesn t require searching through your wallet or purse to find your card when you want to make a purchase. 3. Which products are eligible for Citi Pay? The eligible products are: All MasterCard credit cards issued by Citi UAE All MasterCard debit cards issued by Citi UAE, where debit cards are linked to savings and current accounts. 4. Which devices are compatible with Citi Pay? All widely used Android devices with Android OS 4.4 (Kit Kat) or higher are compatible with Citi Pay. Eligible device brands include: HTC LG Motorola Samsung Sony TCT Mobile Limited ZTE
2 5. What do I need to start using Citi Pay? Ensure you have a Citi UAE MasterCard debit or credit card. Ensure you have an eligible Android device with OS 4.4 (Kit Kat) or above. Ensure you have registered for Citi Online and that your mobile number is registered with Citi. o If you are not yet registered for UAE Citi online, visit online.citibank.ae/cbol/registration to register now o If you are unsure whether your mobile phone number is registered, log in to Citi online and select Services > My Profile > Update Contact Details > Update Phone Numbers o Check that your Primary Mobile number is correct and that it is linked to your One-Time PIN (OTP) Download the Citi Pay App from the Google Play Store. o Citi Pay App can only be used by Citi UAE customers 6. What is One Time PIN (OTP)? An OTP is required to add your Citi credit or debit MasterCard to Citi Pay. This is sent to you via SMS. If, for security purposes, an OTP is required to complete activation, it can only be sent to the phone number registered on your account. 7. How do I set up Citi Pay and add a Citi card? Download and install the Citi Pay app from the Google Play Store. Log in using your UAE Citi online User ID and Password. Enter in the OTP that is sent to you via SMS. OTP will be valid for 2 minutes. There is an option to resend, if OTP is not received You will be asked to create a Citi Pay PIN (Citi Pay PIN is different from your ATM PIN). It will also prompt you for biometric setup (finger print setup). This will be used when you make all transactions with the Citi Pay app and is separate to your credit or debit card ATM PIN. Citi will automatically add all MasterCard debit and credit cards on your account onto the Citi Pay app. All debit card and credit cards eligible for POS and which are linked to your Citi Online account will be loaded onto Citi Pay once you log in with your Citi Online user ID and password. You will be able to choose the card from the list of eligible cards displayed on the Citi Pay app. Note only cards/accounts that are in good standing will appear in Citi Pay App. A confirmation message will be displayed below the new card saying Citi Pay is ready to use.
3 8. When Citi Pay is setup on the phone, does it include both primary and supplementary- cards on the account? All the primary and supplementary cards which are linked to the same account will be available for use with Citi Pay. 9. How do I add an additional card? To add an additional card, follow the below steps: Click on the Menu icon on the top left of your app. You will be asked to login with your Citi Online User ID and Password. Enter in the OTP that is sent to you via SMS. Citi will automatically add any new cards to the Citi Pay app. Note only cards/accounts that are in good standing will appear. A confirmation message will be displayed below the new card saying Citi Pay is ready to use. 10. The request to add my card to Citi Pay was declined. Why? Your card may have been declined due to your account being: Closed No longer in good standing Card reported as lost or stolen Already set up for Citi Pay for more than the maximum number of devices allowed (4 devices) Please contact us if you require any further information. 11. Where can I use Citi Pay? You can use Citi Pay to make a transaction at almost all merchants where you can currently tap your card on a contactless terminal to pay. Citi Pay is tap and pay only. It will not work with card readers where it is necessary to swipe or insert your card into the reader. Physical plastic cards are required to be used in a card reader.
4 12. How do I make in-store purchases with Citi Pay? Open the Citi Pay app (login using your Citi Online user ID and Password) Sign in with your Citi Online User ID and Password Select the card you want to pay with by swiping left or right. Select the Cards from Wallet
5 Steps for completing the transaction Enter your secure Citi Pay PIN (Your Citi Pay PIN is different from your ATM PIN) or verify using biometrics (finger print). Tap on the contactless terminal to initiate transaction. You will get a message confirming that the payment was successful. 13. Can I use Citi Pay at an ATM? Citi Pay will not work on ATMs. You will need to use your physical card to complete ATM transactions. 14. Do I need to have an active internet connection to use Citi Pay? Citi Pay always requires an active internet connection in order to complete a transaction. 15. Can I use Citi Pay overseas? Yes, you can use Citi Pay in foreign countries as long as the merchant accepts contactless payments (i.e. where you can currently tap to make contactless payments with your physical card). The same fees and charges that you would normally incur with your card will be applied when using Citi Pay overseas. 16. Can Citi Pay make online or in-app purchases? Online and in-app purchases are not supported by Citi Pay at this stage.
6 17. How much of my card available daily limit can I access when using Citi Pay? The same daily spending limits for your card will be ready to use with Citi Pay. 18. Can I register the same card with more than one device using Citi Pay? You can register the same card on up to 4 Android devices. Please note, that if you register your card on more than one device, any SMS communications about your Citi Pay account will be sent to the mobile phone that is registered with Citi. If you are unsure what mobile phone number is registered with Citi, log in to your Citi Online, select My Profile > Update Contact Details > Update Mobile Number. 19. Is Citi Pay secure? The Citi Pay app offers a number of features that enhance its security. Some of these include: Your physical card number is not stored on your phone instead a unique Digital Account Number is used. Your Citi Online User ID and Password are not saved within the app. You ll create a unique PIN for your Citi Pay wallet and it will be needed each time you make a payment with the app. In case of a lost or stolen phone, you must call Citi to report the same and delete the card from the Citi Pay app installed on the phone. Your physical card can still be used. 20. What is a Digital Account Number? For enhanced security, your actual card number will never be stored on your device. Your card number will instead be replaced by a unique Digital Account Number each time you add a new card to your device. This Digital Account Number will then be transmitted to merchants in place of your actual card number for the purchases. 21. Can I activate my Digital Account Number by contacting the UAE Citiphone Banking Service Team? Your Digital Account Number needs to be activated by entering the OTP (One Time Pin) as prompted. The UAE Citiphone Banking Service - team can assist you with other matters related to your Digital Account Number but not activation.
7 22. How do I change the wallet PIN? Select the Change Citi Pay PIN in the top left menu. Enter your current Citi Pay PIN. Enter in your new Citi Pay PIN and confirm. You will be notified that your Citi Pay PIN has now been updated. 23. I forgot my Citi Pay PIN. How do I reset it? When asked to enter your Citi Pay PIN, select Forgot PIN in the bottom left. Enter your Citi online log in details. You will be sent an OTP via SMS on your registered phone number. Enter in your OTP. Enter in your new Citi Pay PIN and confirm by reentering your new PIN? You will be notified that your Citi Pay PIN has now been updated. 24. What happens if my phone is lost, stolen or card is compromised through Citi Pay? If your phone is lost or stolen, contact UAE Citiphone Banking Service - to delete your cards from Citi Pay. Once the cards are deleted from Citi Pay app, your phone can no longer be used to make transactions until cards are registered to Citi Pay again. In the meantime, please use the physical card to make transactions. 25. What happens if my physical card is lost or stolen? Please report a lost or stolen card to UAE Citiphone Banking Service immediately. The Citiphone officer will help you block your lost or stolen card. Once this is processed, transactions will be declined on Citi Pay until the replacement card is registered to Citi Pay. 26. What happens if I get a new device? You have to install the Citi Pay app and register your cards again. Make sure you delete the cards from your old device. 27. What if I want to deactivate the wallet? Click on the menu icon on the top left of your app and select Deactivate Citi Pay. Confirm that you would like to deactivate Citi Pay. Enter your Citi Pay PIN and the wallet will be deactivated.
8 28. Will I continue to receive the benefits and rewards from my Citi credit and debit cards that are used for payment with Citi Pay? Yes, eligible Citi credit and debit cards added to Citi Pay will continue to receive all the security, benefits and rewards that you receive today with your physical card. 29. Are transactions made using Citi Pay eligible for Rewards points? If you have a card that currently earns Reward points then, yes, any transaction made with Citi Pay will continue to receive Rewards points as you would with your physical card. Please refer to the Rewards Terms and Conditions. 30. Am I still covered for the full suite of complimentary insurance like purchase protection when I make a transaction using Citi Pay? Yes, all of the insurance benefits that come with your physical Citi card are still available when you make transactions with Citi Pay. 31. If I don t have my card can I show my Citi Pay app/card image at - to use Citi discounts? Yes, you can show partners that you are using your Citi card when you pay with Citi Pay. 32. How do I remove my Citi Debit/Credit card from the Citi Pay app? Select Remove Card in the top right menu. Confirm that you want to remove the card. Enter your Citi Pay PIN. You will receive confirmation that this card has been removed. 33. What if I upgrade / downgrade / replace / renew my Credit or debit Card? Citi Pay will continue to use your old card until your new card is activated. You will have to register your new card with Citi Pay before you can start spending. Note you have to manually delete the old card following the steps detailed above. 34. What if my card expires? The card will still be visible in the wallet but the transactions will be declined. Once you have a new card, you will have to register your new card with Citi Pay before you can start spending. Note you have to manually delete the expired card following the steps detailed above.
9 35. How do I return a purchase if I used Citi Pay to make the purchase? You will be able to return merchandise that you purchased using Citi Pay based on the stores return policy. If you return an item paid with Citi Pay, the store may require you to tap your phone on the payment terminal to complete the transaction. 36. How do I dispute a purchase made with Citi Pay? Please follow the same process as you would with a purchase on your card. 37. How can I identify Citi Pay transactions on my account? Your statement will show your converted card s last digit H1234 for debit and XXXX-XXXX-XXXX for credit transactions is the last four digits of your Digital Account Number. 38. Can I see my Citi Pay transactions in the Citi Pay app? Yes, you can view the last 30 days transaction history. The latest 10 successful and/or refunded transactions in the wallet will be displayed for each card, similar to normal POS transactions. To view: Select Recent Transactions from the top right menu. Enter your Citi Pay PIN. You will now see your recent transactions. 39. How do I change my default card? When you login to Citi Pay with your UAE Citi Online username and password, the card that is added first becomes your default card. If you want to change the default card, follow the below steps: Scroll left or right for the card that you want to set as the default card. Select Set as Default Card by clicking on the top right menu. This card will now be your default card and Default Card will appear above the image of the card. The default card will always be the first card to be displayed on the dashboard.
10 40. Is there a limit on the amount of transactions I can make using Citi Pay? There is no limit to the amount of transactions that you can make using Citi Pay. 41. If I suspend my card on Citi Pay, how do I reactivate it? You can suspend your card on Citi Pay by contacting Citi phone banking team on This team can also help you reactivate your card. 42. My card is greyed out in Citi Pay, what does this mean? Any card that is suspended or deleted will still appear in the app but will be greyed out. 43. Is Citi Pay applicable for Supplementary Card Holder for both Credit card and Debit Card? Yes. A valid Citi Online user ID and Password is required to use Citi Pay. 44. Can you set up a credit limit on Citi Pay? No, you cannot setup a limit on Citi Pay for NFC purchases.