Frequently Asked Questions on Citi Bot SG

About Citi Bot SG

1. Definitions

2. What is Citi Bot SG about?

The future of Citi is about being where our customers are and servicing them in simple language. Facebook Messenger is one of the largest conversation platforms in the world and Citi Bot SG allows us to have a conversation with our customers via Facebook Messenger in real time, 24/7, to better meet their needs.

3. What can I do with Citi Bot SG?

Citi Bot SG answers your enquires related to Citi credit cards, checking, and savings accounts. Citi Bot SG's initial service capabilities include:

While Citi Bot SG is currently unable to provide you with information regarding your ready credit, investments or mortgage loans with us, we aim to improve Citi Bot SG based on your feedback and introduce new features over time, thus saving you a call to our contact centre or a commute to our branches.

4. Am I conversing with a human or robot?

Citi Bot SG is not human, but is designed by humans. We are continually finding innovative ways to serve you faster than ever - this may mean that virtual robots (in this case, Citi Bot SG) can be more effective when conversing with you.

5. Do I have to download a new app for this?

No. Citi Bot SG operates within the Facebook Messenger app. As long as you’re logged in on the Facebook Messenger App, you can use Citi Bot SG for your banking-related enquiries.

Citi Bot SG Registration Guide

6. How do I get started?

Initiate a chat with Citi Bot SG and type “Log in” or “Get Started.” Enrolment takes less than five minutes. You will be required to enter:

i) Last 4-digits of your Citi Creditcard, Debitcard or ATM card

ii) Your date of birth (DD/MM/YYYY)

iii) Your registered primary mobile number registered with Citi Singapore on a Citi-hosted page which we provide to you through Citi Bot SG. In order to complete your enrolment, you will be prompted to enter a One-Time PIN (OTP). Your card details, date of birth, and registered primary phone number are not visible to Facebook unless you have chosen to share this information on your Facebook account.

By enrolling for Citi Bot SG, you authorize us to send you messages related to our product and services and/or your product holdings with Citi through Facebook Messenger to all devices logged into your Messenger account.

Currently, we don’t support registration for supplementary card holders.

7. How can I de-enrol my account from Citi Bot SG?

We would love for you to stay with us as Citi Bot SG grows with your banking needs. However, if you wish to leave at any time, just type “Logout” into the Facebook Messenger window.

8. I’m having trouble registering for Citi Bot SG with Facebook Messenger. What should I do?

i. Please ensure you’ve input the correct details for registration as per bank’s records.

ii. Registration is allowed only through primary card holder’s card number. Supplementary card holder registration is currently not supported.

iii. You may have exceeded the limit of allowed attempts. To ensure safety of this service, users are allowed a maximum of 3 registration attempts. Should you require immediate assistance, please contact us.

Using Citi Bot SG

9. Why does Citi Bot SG not understand what I am saying?

Citi Bot SG is still young. Using Citi Bot SG and adding feedback helps Citi Bot SG to learn constantly and get smarter every day! To send us feedback, tap on “Manage” at the upper right hand corner and select “Send Feedback” on the dropdown menu.

10. How often will I be required to login and refresh my credentials?

You are only required to register the first time you use Citi Bot SG. This is to establish a connection between your Citi account and Facebook ID.

11. How do I delete a conversation?

To delete the conversation:

  1. Launch the Facebook Messenger app
  2. If you are an iOS user, swipe left on the conversation you would like to delete.
    If you are an Android user, hold down the conversation panel to open up a menu.

  3. Tap ‘Delete’ and confirm.

This will only delete messages from your Messenger Inbox. Citi will retain the chat history in line with Citi's data retention policies. For the latest instructions on how to delete your conversations on Messenger, whether on your desktop or mobile browser, please visit Facebook's Help Centre for more details.

12. What if I have a question about my Facebook or Facebook Messenger Account?

If you have any queries related to Facebook or Facebook Messenger, please refer to Facebook.

  1. Facebook's Privacy Policy
  2. Facebook Help Centre
  3. Facebook Safety Centre

Security & Privacy

13. How safe is Citi Bot SG instant messaging?

Your privacy is our priority at Citi. We adopt security barriers such as One-Time Pin (OTP) to ensure your data stays private. All conversations between you and Citi Bot SG are private and will not be shared.

For more information regarding privacy and security of Citi Bot SG, please refer to our Terms & Conditions.

14. Will Citi share, sell or disclose my personal information?

Citi will only collect, use and disclose your personal data for purposes stated in Citi’s Privacy Policy. We value your privacy and will work with you to keep your personal information safe.

15. Where is the information shared in conversations with Citi Bot SG stored?

Your information is safe with us. Citi Bot SG operates on the Facebook Messenger platform and adheres to both Citi’s and Facebook's Information Security standards.

For more information regarding privacy and security of Citi Bot SG, please refer to our Terms & Conditions.

If you have any queries related to Facebook or Facebook Messenger, please refer to Facebook.

16. Does Citi Bot SG work with third parties or intend to spam me as a result of my conversation with Citi Bot SG?

Citi Bot SG will never send you spam. You will never receive messages that are not related to Citi’s products and services or your relationship with Citi, with the exception of general conversational messages between you and Citi Bot SG. For more information regarding how Citi works with third parties, please refer to our Terms & Conditions.

17. Is Citi Bot SG going to ask me for personal data?

Citi Bot SG will never ask you for Personally Identifiable Information (PII) such as your identification number, passwords, and bank account numbers. In the unlikely event you encounter such an anomaly, please refrain from giving out any personal information and call our CitiPhone hotline (6225 5225) immediately for further assistance. For more information on terms of use, please visit our Terms & Conditions.

18. Can I use my Internet Banking security device or mobile token for verification?

We presently only accept SMS OTP as a means to verify your identity.