Citibank announced the imminent launch of the “Emergency e-Banking Service Lock”, which echoes the Hong Kong Monetary Authority’s call for banks to adopt additional security measures.
It is a market-first solution that further strengthens account security by allowing customers to temporarily disable access to transaction services via the Citi Mobile App when they suspect their account is being compromised and restore the services digitally.
The feature can be activated instantly through “Emergency Centre” on the pre-login page of Citi Mobile App.
A notification email and SMS message will be sent once the customer has confirmed the activation.
To ensure customers’ account security, Citibank will put in place the following service restrictions once the feature has been activated:
- Disabled access to Citibank Online
- Read-only mode for Citi Mobile® App, with only transaction details accessible
Customers who have lost their card or suspect their card has been compromised could notify us in “Report Card Lost” directly through “Emergency Centre” in the Citi Mobile App.
Customers may restore access to Citibank Online and e-banking services anytime by deactivating the “Emergency e-Banking Service Lock” using the same device after all necessary measures, such as reporting lost credit cards and verifying transaction details, have been taken to protect their account.
As a safety precaution, customers will need to reset their password during the deactivation process.
Sarah O, Head of Digital Growth at Citibank Hong Kong, said, “We understand our customers’ need for convenient and secure digital channels that can meet their banking needs.”
“At Citi, we have more than 88% of our customers being digitally active and also take the security of its customers seriously. We spare no efforts in elevating customers’ digital banking experience with innovative services and solutions.”
“For this, we are delighted to be the first bank in Hong Kong to launch this security feature. We will continue to prioritise customer protection and strive to ensure a safe and secure banking experience for our customers,” she added.
