A PIN or Personal Identification Number is a secret code that is selected by cardholders to prove they are the rightful owner of the payment card. PIN for Malaysian cards consists of six digits. Your PIN must always be kept a secret and never noted down.

The new PIN card is similar to your existing signature card, except that you use a 6-digit PIN to complete a purchase at point of sale terminals instead of a signature.

Payments at point of sale terminals in Malaysia must be authorised with a 6-digit PIN effective 1 July 2017 onwards.

PIN helps to protect against fraud when cards are lost or stolen as your 6-digit PIN is required to authorise payments. Due to that, you must never disclose or keep a written record of your PIN.

Your new PIN card will be sent to you via mail and you should be receiving it before 31 December 2016. Cards are being issued in batches and you are not required to contact us to make a request. If you have not received your PIN card by 31 December 2016, please call CitiPhone at 03-2383 0000 to request one.

Please proceed to create a PIN for your new card by calling 03-2383 0011 to access Interactive Voice Response or log in to Citibank Online. Your card will automatically be activated upon successful PIN creation. Upon activation of your new card, please ensure that you completely destroy your existing card by cutting across the chip and magnetic strip.

Yes, each card has its own unique 6-digit PIN.

The supplementary cardholder may create their PIN via Citi Mobile, Citibank Online or Interactive Voice Response, following the same steps outlined above.

You can still use your existing card for a period of 90 days from the date of issuance of the new card. However, we highly encourage you to activate your new card soonest possible for uninterrupted usage.

Yes. Each card will only have one PIN that can be used for both cash withdrawals at ATMs and purchases at point of sale terminals.

No, they are two different PINs.

You will be allowed three attempts before your PIN card is blocked from further use. Limited PIN attempts protect you against fraudulent use of your card. If your PIN is blocked, you can create a new PIN by calling 03-2383 0011 to access Interactive Voice Response (IVR) or log in to Citibank Online.

You can create a new PIN by calling 03-2383 0011 to access Interactive Voice Response (IVR) or log in to Citibank Online.

You can still bypass PIN verification and opt for signature verification before 1 July 2017. However, effective 1 July 2017, all transactions performed via point of sale terminals will require a 6-digit PIN to authorize payments. You will need to create a new 6-digit PIN if you forget your PIN.

PIN is required when you are prompted to input your 6-digit PIN at point of sale terminals, ATMs, automated fuel dispensers and other unattended terminals.

No, your signature is not required for PIN transactions.

Yes. At terminals that have yet to be upgraded for PIN acceptance, you will not be prompted for your 6-digit PIN and your signature will be accepted.

However, effective 1 July 2017, all transactions performed via point of sale terminals will require a 6-digit PIN to authorize payments.

No. Your 6-digit PIN must never be entered for transactions done online or over the telephone. For secured online purchases, you are required to enter the One Time PIN (OTP) for payment authorization.

PIN is required only in countries that have migrated to PIN and PAY. For markets that have not migrated to PIN and PAY, you can continue with signature to authorize payments.

Examples of countries that have migrated to PIN are Australia, New Zealand and Germany.

If you travel abroad without a PIN and are prompted for a PIN, please request for the retailer to bypass PIN verification for signature verification. However, we highly encourage you to activate your new card soonest possible as PIN has already been adopted in several countries including Australia, New Zealand and Germany.

When you use your card at a self-service pump (automated fuel dispenser) at a petrol station, the self-service pump will authorize the fuel transaction before you can start pumping fuel into your vehicle. This is performed by sending a pre-authorization amount on the payment card to your card issuer.

A pre-authorization is a temporary hold of a specific amount from the available balance on the payment card. It is used to verify that the card is active and has sufficient available funds prior to dispensing fuel.

Because the pre-authorization must happen before the fuel is pumped, the actual amount of fuel pumped is not yet known at the time of the pre-authorization. The agreed pre-authorization amount at self-service pumps in Malaysia is set to RM200.

The amount of the pre-authorization is not a charge and no funds are debited from the card account, but the available balance on the card is temporarily reduced by the pre-authorization amount. Once you have completed pumping fuel, the actual amount for the fuel dispensed will be sent to your issuing bank. At this point the actual amount will be debited from the card account, and the pre-authorization amount is cleared. However, this may take 3–4 business days after the fuel was dispensed and the pre-authorization was generated.

Customers who want to avoid a pre-authorization at self-service pumps are advised to go to the cashier where the exact purchase amount would be deducted from the cardholder's account.

No, your new PIN card number and your existing signature card number are the same.

There will be no disruptions to the above as the account name and card number remain the same.

No, this cost is borne by Citi.

Please contact CitiPhone at 03-2383 0000 to get your mobile number registered. This will allow you to receive your One Time PIN (OTP).

You must never disclose or keep a written record of your PIN to protect against fraud when cards are lost or stolen. You must also ensure that no one is looking when you are entering your 6-digit PIN.

To prevent unauthorized card usage in the event your card is lost or stolen, your 6-digit PIN must be designed to reduce the chance of anybody guessing it. Please avoid

• your birth date, month or year in any form or combination
• easily accessible personal numbers including your mobile number and identity card number

Additionally, do notify us immediately if you become aware that your 6-digit PIN is known to someone else.

Please contact CitiPhone at 03-2383 0000 to get your mobile number registered. This will allow you to receive your One Time PIN (OTP).

A contactless function is a fast, easy and convenient way to pay and allows you to make everyday purchases quickly and safely by tapping your contactless card wherever you see the universal contactless symbol .

1. Look for the universal contactless symbol which indicates the terminal is a contactless reader.
2. Tap your contactless card on the contactless reader when prompted.
3. For transactions up to RM250, no PIN or signature is required.

Contactless cards are as secure as any other chip-enabled card and carry the same multiple layers of security to prevent counterfeit. Each contactless transaction includes a unique code generated by the chip in the card that changes with each purchase, thereby preventing fraudsters from replaying information read from the chip to make payments.

As contactless technology is designed to offer customers speed and convenience at the cashier, you do not need to provide your signature or enter a PIN for contactless transactions up to RM250 per transaction in Malaysia. If the transaction is more than RM250, you can still tap the card but you will be required to enter your PIN or be asked to sign the receipt.

A contactless card must be very close to the contactless reader at the cashier to work. Your contactless card will only work when the card is within 4cm of the card reader. Furthermore, the reader needs to be enabled by the cashier and this will only happen when the cashier initiates a transaction at the terminal to accept payment. If the contactless reader is not processing a transaction, it will not read any contactless card presented in front of it by mistake.

You will only be billed once for the transaction as a contactless terminal can only process one transaction at a time.

If you hold your card up to a reader and you have any other contactless payment cards nearby, the reader might detect more than one card and won't complete the payment. You will need to do the transaction again. You should make sure you only hold one card on the reader and always take it out of your wallet.

In the unlikely event that the contactless card security details are read by a fraudster through a rogue contactless reader in close proximity to your pocket or wallet, safeguards are in place to prevent unauthorized use of the intercepted card security details. Each contactless transaction includes a unique code that changes with each purchase, which can only be used once and can only be generated by the chip in the original contactless card, and prevents a counterfeit card from being produced from the intercepted card security details. In the unlikely event of fraud, you will not be held responsible for fraudulent charges or unauthorized purchases made using the contactless feature on your chip card provided that you notify us immediately or as soon as reasonably possible of any unauthorized card use or any suspicious activities.

Safeguards are in place to mitigate the use of a lost or stolen contactless card by a fraudster. There is a low contactless transaction limit of RM250 per transaction, above which the transaction cannot be authorized without cardholder verification – PIN or signature verification. Transactions are analyzed by the card issuer and global payment networks in real-time to identify fraud patterns and detect suspicious transactions. You will not be held responsible for fraudulent charges or unauthorized purchases made using the contactless feature on your chip card provided that you notify us immediately or as soon as reasonably possible of any unauthorized card use or any suspicious activities.

You can call CitiPhone at 03-2383 0000 to request for a new contactless-enabled credit card. Arrangements will be made accordingly.

While your default Contactless limit is set at RM250, you can amend the Contactless Transaction Amount limit of your card to any amount between RM10 and RM250. To amend your limit, sign on to Citi Mobile, select card, navigate to ‘Settings’ and set your preferred amount under ‘Contactless payments’.

Yes, you can disable contactless payments. To disable, sign on to Citi Mobile, select card, navigate to ‘Settings’ and turn off the ‘Contactless payments’ slider.