FREQUENTLY ASKED QUESTIONS

Frequently Asked Questions

Frequently Asked Questions

Use your Citibank Debit & ATM Card in your daily purchases wherever the Mastercard® or MyDebit logo is displayed, be it at the grocery store, dining at restaurants, filling up your vehicle with petrol, paying your bills or buying the perfect gift during your travels.

You may now access your cash and make purchases worldwide anywhere with the Citibank, Mastercard, Maestro or Cirrus acceptance marks.

All customers who have a Citibank Checking or Savings account aged 18 and above are eligible.

For new customers, just walk in to your nearest Citibank branch to open any of our Current or Savings account with the prescribed minimum deposit amount, and you will be issued the new and enhanced Citibank Debit & ATM Card instantly.

For existing customers, please call Citiphone or just walk in to your nearest Citibank branch to replace your card.

  1. Convenient access to your cash from anywhere in the world as it is accepted at more than 2 million ATMs worldwide and millions of Mastercard merchants globally.
  2. Protection against fraud and unauthorized or fraudulent retail or online purchases on your card, provided that:
    1. You have not acted fraudulently or dishonestly in using the card or in causing the loss or theft of the card or the disclosure of the PIN and
    2. Such transaction occurs after you have notified Citibank of the loss of your card or any suspected misuse of your card.
  3. You are also entitled to enjoy special privileges at over 25,000 establishments under Citi World Privileges ranging from shopping to dining and entertainment worldwide.

    Visit https://www.citiworldprivileges.com/ for an up-to-date list.

  4. Peace of mind when you travel as you no longer need to carry excessive cash or Traveler's Cheques.

Please activate your Citibank Debit & ATM Card through any of the following methods:

Citi Mobile® App

  1. Open and login to Citi Mobile® App. If you're a first time user, click on 'Create a Login Account'.
  2. Click on any of your Checking or Savings Account.
  3. Click on the 'Manage' icon and select 'Activate Card'.
  4. Kindly enter your unlock code if you are a registered mobile token user or the SMS One-Time PIN (OTP) sent to your registered mobile number to activate your Card.

Citibank Online

  • Login to www.citibank.com.my. If you're a first time user, click on 'Register'.
  • Click on 'Services' and select 'My Profile'.
  • Select 'Card Activation'.
  • Kindly enter your unlock code if you are a registered mobile token user or the SMS One-Time PIN (OTP) sent to your registered mobile number to activate your Card.

Interactive Voice Response (IVR)

  • Call Card Activation and PIN Creation Hotline at 03-23830011 03-23830011.

ATM

  • Activate your card at the nearest Citibank ATM or any ATM that carries a MEPS or Mastercard / Cirrus / Maestro logo.

If your card is a replacement card, your 6-digit PIN will be the same as your existing PIN.

Of course, please call CitiPhone or walk in to your nearest Citibank branch and we can perform this request for you immediately.

  1. There is a daily limit of RM10,000 for ATM withdrawals and RM5,000 for retail transactions, for Citibanking and Citi Priority customers. For Citigold customers, the daily limit is RM20,000 for ATM withdrawals and RM10,000 for retail transactions.

Yes, you may change your daily limit by calling CitiPhone.

  1. Please call CitiPhone immediately at the numbers stated below:

    1. Kuala Lumpur 03-2383 000003-2383 0000
    2. Penang 04-296 000004-296 0000
    3. Johor 07-268 0000 07-268 0000
    4. East Malaysia 1-800-82-1010 1-800-82-1010
  2. Visit your nearest Citibank branch and make a report.
  1. Your Citibank Debit & ATM Card is embedded with an EMV-compliant SmartChip.
  2. All transactions require your authorisation via PIN or signature.
  3. Fraud Alert: We will contact you if at any time we detect any suspicious transactions.
  4. Pre-set Debit Limit: This limit is pre-set at RM5,000 and RM10,000 respectively for Citibanking and Citigold customers. To lower it, you may call CitiPhone at 03-2383 0000 03-2383 0000 (Kuala Lumpur), 04-296 0000 04-296 0000 (Penang), 07-268 0000 07-268 0000 (Johor) or 1-800-82-1010 1-800-82-1010 (East Malaysia).

For joint account holders, customers in an "AND" relationship will not be issued any Citibank Debit & ATM Card, while customers in an "OR" relationship type will receive 2 cards.

Separate cards allow each cardholder to maintain their own limit and PIN. There are no supplementary cards for Citibank Debit & ATM Card.

Simply look out for the Mastercard or MyDebit logo at the merchant premises.

Should you not have sufficient funds in your Current or Savings account, the transaction will be rejected. No temporary increase of transaction limit is available for the Citibank Debit & ATM Card.

No. EPP or FPP is not applicable for Citibank Debit & ATM Card but you can enjoy this facility with your Citibank credit card.

If you do not have a Citibank credit card, just log on to our website at citibank.com.my and apply online.

No, there are no charges or fees for debit / retail transactions or ATM withdrawals performed on Citibank ATMs. There is however a standard transaction fee that is charged if withdrawal is performed on any non-Citibank ATMs. Please visit our website for further details.

No. There is no annual fee charged to the Citibank Debit & ATM Card.

Kindly contact CitiPhone at 03-2383 0000 03-2383 0000 (Kuala Lumpur), 04-296 0000 04-296 0000 (Penang), 07-268 0000 07-268 0000 (Johor) or 1-800-82-1010 1-800-82-1010 (East Malaysia), or visit your nearest Citibank branch for a new PIN to be issued.

MyDebit Cross Border POS allows Citibank debit cardholders to perform MyDebit overseas POS transactions at participating MyDebit merchants.

The prevailing foreign exchange rate will be determined by PayNet. There will be no additional fees being charged by Citi for performing MyDebit overseas transactions.

When you are overseas, simply look out for the MyDebit logo placed within the stores of participating MyDebit merchants.

To enable or disable your Card for online transactions with non-3D Secure merchant sites, you may visit Citibank Online with the following steps:

  1. Login to www.citibank.com.my. If you're a first time user, click on 'Register'
  2. Click on 'Services' and select 'My Profile'.
  3. Select ‘Manage Debit and ATM Card'.
  4. Select ‘Edit' to enable or disable the functionality and confirm your selection.

These non-3D Secure online transactions will not require One-Time PIN (OTP) authentication once you have enabled this functionality. By enabling this functionality, you understand and agree that:

  1. The OTP authentication helps to protect against online fraud by providing an added layer of security to verify the customer making the online purchase;
  2. As non-3-D Secure online transactions will not require OTP authentication, there is a risk of fraudulent online activities including identity theft and unauthorised card use.
  3. The Bank is not responsible for any goods or services purchased with your card. If you have any complaint against any merchant, you will resolve such dispute with the merchant; your liability owing to the Bank will not be affected by such dispute or any counterclaim or right of set-off which you may have against such merchant.

Yes, you can use your Citibank Debit & ATM card to perform Pre-Authorization transactions via MyDebit or Mastercard depending on the merchant's association preference. Pre-Authorization is the holding of funds in your Checking or Savings account pending completion of a Point of Sales (POS) transaction where the actual transaction amount cannot be determined at point of purchase initiation.

  • MyDebit
  • Petrol:
    Pre-authorization amount of minimum RM0.01 and up to RM200 may be selected. The pre-authorization amount will be charged to your Checking or Savings account when you make payment using your Citibank Debit & ATM Card at the petrol kiosk. The Bank will post the actual transaction amount and release any extra hold amount from your account within 3 working days of the transaction date.
  • Other Segments:
    Pre-authorization amount will vary depending on the merchant's policy and will be charged to your Checking or Savings account dependent when you make payment using your Citibank Debit & ATM Card at the respective merchant. The Bank will post the actual transaction amount and release any extra hold amount from your account within 7 working days of the transaction date.
  • Mastercard
  • Petrol:
    Pre-authorization amount of RM200 will be charged to your Checking or Savings account when you make payment using your Citibank Debit & ATM Card at the petrol kiosk. The Bank will post the actual transaction amount and release any extra hold amount from your account within 3 working days of the transaction date.
  • Other Segments:
    Pre-authorization amount will vary depending on the merchant's policy and will be charged to your Checking or Savings account dependent when you make payment using your Citibank Debit & ATM Card at the respective merchant. The Bank will post the actual transaction amount and release any extra hold amount from your account within 30 working days of the transaction date.

After you replace / upgrade / renew your existing Citibank Debit & ATM Card, the card details may change which will affect existing payments with your registered merchant(s). Examples of these payments include insurance, telco, gym membership, utilities and/or any of your favourite online shops or e-commerce merchants. For reference, card-on-file refers to a transaction where you authorise a merchant to store your card details which is subsequently used for a payment.

Mastercard Automatic Biller Updater (ABU) helps cardholders avoid card-on-file and recurring payment (auto-debit) declines caused by changes to the card account information due to any replacement, upgrade, renewal or expired card.

Cardholders generally save their card details with merchant(s) for recurring payments or card-on-file transactions. In the event of any change in the card number or expiry date, the cardholder is required to update the new card details with their merchant(s). ABU offers convenience to cardholders in that it allows the updated card details to be provided to participating merchants on behalf of cardholders to avoid transaction declines.

ABU is only available to participating merchants (participation in Mastercard ABU is at merchant's discretion). To avoid late payments, please check with your merchant(s) to ensure your card information is updated.

Depending on your respective merchants, updates can be done via the merchant's app, merchant's website, submission of form or by walking-in to their branch/office. Please check with the respective merchants on the preferred update method.

All participating merchants as part of the ABU program will be updated with your latest card details. All cardholders are automatically enrolled for Mastercard ABU unless you have opted out.

ABU helps you avoid transaction declines due to changes in your card details and is meant to ensure a seamless processing of transaction(s) from merchants. If you wish to opt-out, you may contact CitiPhone. Please note that there is a processing time for opting out and we will notify you on your opt-out status.

No, there are no charges for this.