Troubleshooting Login Issues

Sometimes users face problems while trying to log in to their Shop Your Way account. Here’s a breakdown of the most common issues and how to fix them:

• Invalid Credentials Double-check your User ID and Password. Make sure Caps Lock isn’t on and avoid extra spaces.

• Forgotten Password or User ID Use the Forgot User ID/Password link on the login page. Follow the prompts to reset securely.

• Account Locked Too many failed login attempts can lock your account. Wait a few minutes or contact Citi customer support to unlock.

• Connection Errors Clear your browser cache, update your browser, or try logging in from another device.

• Two-Factor Authentication Issues If you’ve enabled extra security, ensure your phone number or email is up to date to receive verification codes.

• Mobile App Login Problems Update the Citi Mobile App to the latest version. If issues persist, uninstall and reinstall the app.

• Browser Compatibility Use supported browsers like Chrome, Edge, Safari, or Firefox. Outdated browsers may block login scripts.

• Payment or Statement Not Showing Refresh your account dashboard. If the issue continues, check back after 24 hours or contact support.