I am seeing 'Bad PIN' when I try to use my SafeWord Card
It looks like your entered an incorrect PIN. The error message will clear after several minutes of your Safeword Card being left alone, whereupon you can then enter the correct PIN to use your token.
Successive invalid attempts to enter the right PIN will result in a 'BAD PIN' error showing for progressively longer amounts of time. If the error does not go away after an extended period, you will need to request a replacement SafeWord Card.
How do I reset my password?
Forgot your password? Follow our simple retrieval steps here.
I don't think I received my password
Look out for a mail titled Important User Information from email@example.com. This may be in your Spam or Junk Mail folder, so check there if you have not already done so.
If you still did not receive your password, our CitiService helpdesk will help you generate a new one. Get your Security Manager to call 6328 7655, press *, 0, 2 when prompted and we'll take it from there.
I did not receive my MobilePASS SMS
If you have already requested CitiDirect BE MobilePASS, you would have been sent a two-part activation code via SMS and email. If you did not receive the SMS portion, click here for the steps to have it re-sent.
I did not receive my MobilePASS Activation Code
If you have already requested CitiDirect BE MobilePASS, you would have been sent a two-part activation code via SMS and email. Click here for steps to re-send this code if you did not receive it.