Frequently asked questions

If you have a valid Apple ID and Citro Card, you can easily add your Citro Card to the Apple Wallet. Simply follow the steps below:
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1. Sign in to your Citro App on your iPhone
2. Tap on the "Profile" icon, located on the top right corner of your screen
3. Tap "Add to Apple Wallet" from the menu
4. Follow the prompts to simply add the card to Apple Wallet.

Need help? Contact us via chat or email support@joincitro.com.au.

Yes! You can easily add your Citro Card to the Google Wallet. Simply follow the steps below:
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1. Sign in to your Citro App on your Android
2. Tap on the "Profile" icon, located on the top right corner of your screen
3. Tap "Add to Google Wallet" from the menu
4. Follow the prompts to simply add the card to Google Wallet.

Need help? Contact us via chat or email support@joincitro.com.au.

You can contact the Citro Support team via our website chat widget (bottom right corner) at Joincitro.com.au . Alternatively, our support team is available via email Support@joincitro.com.au, or phone 1300 869 596. Our support operating hours are Monday to Friday 9am to 5pm [AEDT].

You will need to satisfy specific eligibility criteria to maintain this product. To qualify, you must:
     - be an individual person; and
     - have a valid Australian residential address; and
     - be aged 40 years or older.
You can find more details in our T&C's and TMD.

The Citro app is available for download on Apple iOS (here) and Android (here).  Download Citro, stay connected, and access your cashback from your preferred device!

We strive to put the customer at the heart of everything we do, but sometimes you might feel we are wrong. We intend to remedy any possible mistakes on our end. You can submit a complaint by sending it to our email address at Support@joincitro.com.au

‍Here's the information we need when you submit a complaint via email:
‍- your name and surname
- the phone number and email address associated with your account an explanation of the issue
- the date when the problem started
- your preferred resolution for the issue

‍What happens next?
‍Once we receive your complaint we will send you a written acknowledgement within 24 hours that includes an estimated response time. The resolution time to resolve a complaint may differ depending on the company providing the product or service and the nature of the complaint. However, we will endeavour to resolve your complaint within 5 business days. Further information can be found in our PDS, FSG and T&C documents at www.joincitro.com.au.

We set a high bar for the experience we enable for our members. As such, we always value any member feedback as we continue to make things better. You can report bugs, issues and suggestions by emailing our customer support team at Support@joincitro.com.au
‍We thank you for your contribution in helping Citro make your best years better!

We’re sorry to see you go! To unsubscribe please scroll to the bottom of your latest Citro newsletter and click on the unsubscribe button.  
We would like to know why you're leaving. Share your feedback by replying to this email, and help us improve for next time. Thanks!

You can contact your Citro support team via chat on our website (bottom right corner) or email us at Support@joincitro.com.au to change your personal details.

Absolutely! You can elevate your Citro experience by using the Citro Card on your wearable device, making secure cashless payments a breeze. The Citro Card can be used in Google Pay on Android devices and in Apple Pay on Apple devices, ensuring you can stay connected and make transactions conveniently.

Signing up for our Citro community newsletter is free - you'll get a great weekly email with content, games and rewards to make your best years even better.
You can also get your Citro card by downloading the app to unlock a world of offers and cashback benefits. Enjoy your first 12 months free on your Citro Card - thereafter, continue enjoying all of its perks and benefits at only $9.99 per month.

Citro is the membership to make your best years better. Citro is comprised of a free newsletter, an online community and a rewards card. Becoming a Citro Community member is easy and free: Just sign up for our newsletter and receive weekly inspiration to get more out of life by accessing curated articles around travel, lifestyle, health and finance and other ways to enrich your life. You will also get access to deals in your inbox, along with access to our online community.
If you want to get even more out of life, you can sign up for the Citro card. With this rewards card, you can automatically save whenever you transact with our partners, whether online or in-store.

No, your Citro Card is a debit Visa card. Simply link your existing bank account and you're ready to go.

Your Citro Card can be used anywhere a Visa card is accepted. Whether it’s on a holiday, or something a little closer to home, when you use your Citro Card with our partners (online or in-store), you’ll automatically earn cashback. The days of flashing a seniors card are over!

Citro is a Corporate Authorised Representative (CAR) of Hay Limited (AFSL 515459). This AFSL comes with strict compliance measures that have been constructed to build consumer trust in Australian financial products. As a Corporate Authorised Representative, we are held to high levels of compliance of which you can read more about in our PDS, FSG and Terms & Conditions

This policy is in line with a banking regulation commonly known as 'Know Your Customer’ (KYC) or 'Customer Due Diligence' (CDD) and is the process of a business verifying the identity of its customers. It is an important anti-fraud and corruption measure designed to protect financial products and those who use them.
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For your Citro account to be fully operational and functional, you will need to complete the process of verifying your identity. This requires you to upload at least one valid form of ID and a Selfie. We currently only accept Australian driver’s licenses or Passports (Australian or International). The process is simple and only takes a few minutes!

All your data is secure and you can reach our support team via the web chat widget or at Support@joincitro.com.au if you have any further questions.

Citro Card works with most Australian bank accounts. You can view a full list of available banks here - https://payto.com.au/for-consumers/

We’re so glad you’ve decided to join Citro! Once you’ve signed up for your card and verified your identity, we’ll send it via post. This generally takes up to 10 business days to arrive (up to 3 weeks for regional areas). If it hasn’t arrived after 10 days, please email our team at Support@joincitro.com.au or via the chat widget on www.joincitro.com.au.

You can only link one bank account to your Citro Card at a time. If you've already linked a bank account and wish to replace it with another one, simply unlink the first one from the Citro App under the wallet tab and link a new one. If you're unable to do so or need assistance you can reach our support team via the web chat widget or at Support@joincitro.com.au.

Absolutely, you’re free to use your Citro Card almost everywhere that accepts Visa.

All transactions in foreign currencies will be converted into Australian dollars. All foreign currency transactions will be processed using the foreign exchange rate determined by Visa at the time of settlement. We do not charge fees, margins, or spreads for foreign exchange payments. The actual foreign exchange rate that has been applied will be shown in your Citro App on settlement.

We wish you safe travels and a bunch of happy memories!

If you were overcharged in-store or online using your Citro Card please check with the merchant, as they will likely need to issue a refund. It’s important to know that Citro charges no extra fees or surcharges on top of the purchase amount from the merchant. If they are unable to help, feel free to speak to our support team to see if we can solve the problem: Support@joincitro.com.au

We do not provide overdraft on your Citro Card. Any amount outstanding to Citro will result in a breach of our terms of service and result in your card being immediately blocked until any outstanding amount has been settled.

We strive to give the best experience possible, and that includes getting the verification done right the first time. However, sometimes ID verification may fail. This can happen due to multiple reasons, including, but not limited to:

- Damaged ID
- Low light or poor readability
- Shaky or blurry images
- Part of ID cut-off/missing
- information on the ID is not readable

However, we've got you covered. In these cases, our support team will reach out to you and help correct these errors via resubmission. Alternatively, you can reach us at Support@joincitro.com.au or via the web chat widget at www.joincitro.com.au.

There are many reasons your card may be blocked including but not limited to:
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- Citro Card is not yet activated: check wallet > manage card to activate  
- Citro Card is frozen: check wallet > manage card to see if frozen
- There are not sufficient funds in your nominated bank account

We’re here to help! If the issue persists please reach out to our support team at Support@joincitro.com.au or via the web chat widget on www.joincitro.com.au.

If your card is damaged or you’re due for a new one, please send an email to our support team at Support@joincitro.com.au and let us help you order a new card.
For any lost or stolen cards please open your Citro app and freeze your card in the wallet tab. After it is frozen, please call our support team immediately on 1300 869 596 or email us at Support@joincitro.com.au. One of our friendly team members will be able to assist with getting you a new card.

We’re sorry to see you go! Please email our friendly support team at  Support@joincitro.com.au with the following details:
      • Account name
      • DOB
      • Email address
      • Phone number
      • Reason for closure
You will receive a call from us to verify the request.

Please call our support team immediately on 1300 869 596. Our team is available Monday to Friday between the hours of 9am - 5pm AEST. One of our friendly team members will be able to investigate the transaction and lock or cancel your card.
If it is outside the hours stated above, you can send us an email at support@joincitro.com.au or lock your card through the profile section on your app under wallet.

Open the Citro App, click on Activate and follow the steps. You may find the Activate button on the Wallet tab or under Profile > Manage Card. You will be prompted to set a 4-digit pin and you’re done!

Signing up for our Citro community newsletter is free - you'll get a great weekly email with content, games and rewards to make your best years even better.

You can also get your Citro card by downloading the app to unlock a world of offers and cashback benefits. Enjoy your first 12 months free on your Citro Card - thereafter, continue enjoying all of its perks and benefits at only $9.99 per month.

After one year (365 days) of inactivity with your Citro Card, your account will be closed. Any remaining cashback will expire and be forfeited.  If you’d like to re-open your account, please email our team at Support@joincitro.com.au

You can only earn cashback on an eligible purchase with a Citro partner. We’re working hard to bring you new partners, and you can see a list of all our current partners in the Citro App (members only).
If you had to return your purchase from a Citro partner, your cashback will be reversed as well.
GST, delivery costs and products that are returned do not contribute to the purchase amount that is eligible for Cashback.

Login to your Citro app. In the wallet tab, you will see a toggle that enables you to use your cashback on your next purchase. When you turn this on, your Available Cashback balance will be used on your next Citro Card transaction.

If the purchase is bigger than your cashback balance, no worries. Your cashback balance will be used first, and then the remainder of the transaction will be taken out of your linked payment method (your bank account). After you spend your cashback, you will need to turn it on again the next time you want to use your cashback balance.

Cashback has a pending time frame as stores need to ensure goods have not been returned, and your transaction has met the eligibility criteria for cashback. This varies from store to store, in some instances, this can take up to 180 days. Don’t worry, we have you covered. We track the pending cashback with the merchants/partners, and keep you notified as it arrives to ensure you don’t miss out! We wish it could come faster, but our partners need to confirm you didn’t return your purchase. This is often confirmed after the returns period for that store has passed.

Unfortunately, you cannot withdraw your cashback into your bank account. However, you can spend your hard-earned cashback anywhere you like! To spend your cashback, head over to your Citro app and under “My Card”  toggle the ‘Use Cashback’ switch to ON while using your Citro Card to make purchases.

We understand that sometimes, things may not go as planned and you have to return your purchases. In such a case, any cashback that you might have earned with your purchase will also be reversed. It’s best to engage directly with the merchant/partner to return your purchase.