Once you have successfully activated Kill Switch, our officers will contact you within 24 hours. During the call, our officers will authenticate your identity and verify if your account is safe before they proceed to unblock your internet banking access, account(s) and card(s).

Account numbers cannot be changed. Cards can be permanently blocked and issued with a new card number on your request to our officers. You will need to register for a new user ID and password to regain access to the Citi Mobile® App or Citibank Online. We strongly encourage you to use a new user ID that is different from your previous one.

You will receive an SMS and email to confirm that Kill Switch was activated. If you did not receive a confirmation SMS or email, Kill Switch may not have been activated and your banking account(s), card(s) and internet banking access may not have been blocked. If so, you should call our CitiPhone hotline to seek immediate assistance.

If you have lost your debit/ credit card, we recommend that you use the Lock Card or Report Lost/ Stolen function on the Citi Mobile® App instead. The Lock Card or Report Lost/ Stolen function will prevent all transactions from being posted on your card while you search for it. In the event that you choose to activate Kill Switch, please note that your internet banking access, banking account(s) and card(s) will all be blocked.

Please check with the merchant/ recipient on their preferred payment arrangement in such a scenario, to avoid paying any late fees or experiencing any service disruption.

Please contact our Fraud reporting hotline immediately at +65 6337 5519.

Card transactions reflected as pending on Citibank Online and the Citi Mobile® App will still be successfully posted during the time Kill Switch remains activated. Any attempted transactions after Kill Switch is activated will be blocked. If you’re disputing a fraudulent transaction, please contact our CitiPhone officers or Fraud officers instead of activating the Kill Switch. For such transactions, as they have already been approved at the point of transaction, will be posted upon settlement.

Our officers will reach out to your joint account holder within 24 hours to guide them on the next steps to restore the accounts. Once our officers uplift the blocks on the accounts that the joint relationship account holder hold, your joint banking accounts would also be unblocked automatically. We do not suggest that you uplift the Kill Switch on your end until our officers verify that the account is safe to prevent any unauthorized transactions on the account(s)/ card(s).

If the main cardholder activated Kill Switch, only the main credit card is temporarily blocked. This means that the supplementary cardholder will still have access to internet banking services and will be able to make purchases with the supplementary credit card. Likewise, if the supplementary cardholder activated Kill Switch, only the supplementary credit card is temporarily blocked and there will be no impact on the main cardholder.