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Charge Card Frequently Asked Questions

Our FAQs provide information on frequent questions or concerns. If you have questions about specific topics not included here, please contact us or your A/OPC.


Use the following link to locate your A/OPC.

Established in 1998, the governmentwide GSA SmartPay® program master contracts provide agencies with commercial charge card services to be used for official purchase, travel, and fleet needs. DOI’s task order under the master contract is with Citibank.

Applying for a card will be a multi-step process. First, your supervisor will determine the type of card or business line that you need. They will convey this information via e-mail on a signed form to the A/OPC. Second, the employee will need to complete the appropriate training in DOI Talent and provide proof of training to the A/OPC. Third, either the A/OPC will process the application on behalf of the cardholder or the A/OPC will provide the online application information to the prospective cardholder. Forth, once an account is established, the A/OPC will validate the default Line of Accounting that has been established in the finance system.

When you receive your new Citibank charge card you should:

  • Verify that your name is correct.
  • Call the number on the sticker on the front of the card to confirm that you have received your charge card. As a security measure, in addition to your 16-digit account number, you will be asked to provide the last four digits of your social security number. This is a requirement under the Patriot Act.
  • If during the automated telephone card verification process, you elect to speak with a Citibank customer service representative, you will be asked to provide additional account information to verity your identity; e.g., date of birth.
  • Remove the sticker from the front of the charge card and sign the bank of the charge card.
  • You should also access to create your CitiManager user name and password used to reach your card account online.
  • Retain your card in a secure location

When you activate your card, you will have the option to set up a PIN.

Additionally, you can set up a PIN at any time within the CitiManager app, in CitiManager online (Citi Commercial Cards (, or by calling Citi at 800-790-7206. You can also view your pin at anytime within the CitiManager app or in CitiManager online (Citi Commercial Cards (

A pin must be embedded within the card. The card may decline if a pin is not established. Some merchants are able to bypass needing a PIN, but most require it for security.

If you believe your card has been lost or stolen, inform your A/OPC and supervisor immediately. The A/OPC can arrange for a replacement card account and can even request expedited processing and delivery of the new card to an alternate address. Alternatively, you can contact the bank at the customer service number at 1 (800) 790-7206, 24/7.

The National Institute of Standards and Technology (NIST) and GSA’s SmartPay3 master contract require the use of multi-factor authentication for Citibank’s Electronic Access System (EAS). This process requires the use of not only a user ID and password, but also the entry of a one-time passcode (OTP) for all users during each login session. Users will be prompted to select a mobile or office telephone number to receive the OTP by direct phone call. Users can also elect to use the Citimanager app and enable biometrics for authentication and the OTP.

When setting up your user profile for CitiManager, be sure to include your office telephone number as the primary, and any Government-issued or personal mobile number where you want to be able to receive the OTP.Use of personal mobile numbers is not required but is an option that is available if you want. In all cases, the Government e-mail and telephone number must be the primary listed in your profile.

Neither JPMorgan nor Citibank will ever send you an unsolicited email requiring you provide information in response. If you have been a recipient of suspicious emails or phishing from someone claiming to be from Citibank, report it to: 1-888-285-9696 (related to Citibank); and your A/OPC.

Contact your A/OPC. Your A/OPC will need to provide documentation of the change. This can often be the official SF-50 documenting the update.

Initially, cardholders will have separate login credentials for each business line, but cardholders will be able to merge both accounts and create a single set of login credentials (username and password) for all accounts and roles you may have.

No. DOI is transitioning to a paperless system where Citibank will have a copy of your monthly statement online. You can view your statement online or you can download and print it as needed. The billing cycle and closing date is the 19th of each month.

Originally, you will create a username and password for each of the cards in CitiManager. The usernames must be different. Once they are created, select “merge accounts” on the profile page to merge the accounts with one username and password.

At the time of application, your supervisor will need to complete a document specifying the business lines needed and the credit limits that should be applied. If after time, changes to authority are needed, the supervisor will need to contact the A/OPC.

Citibank normally uses the two-day FedEx option to ship cards. If the card request is submitted before 3:00 pm Eastern, the card will be created the next day, and mailed the day after. So, plan on a five-day process from the time of order to delivery. Cards delivered this way must be signed for. Cardholders will receive an email like the below email. There is a $25 service charge for expedited cards.

Non-expedited cards take about 7-10 business days to process.

Your Citi® Commercial Card is On Its Way
Account ending 0095


Thank you for your Citi® Commercial Card request. Your request received on 04/28/2023 has been processed and your new card has been mailed. The FEDEX tracking number is 7816307085. Please allow 24 hours for the carrier to update the delivery status. If you or your employer did not request a Citi® Commercial Card, please contacts us at 800-248-4553 and reference this email.

Kind Regards,

Citi® Commercial Cards Team

Reach out to your A/OPC for a password reset or contact Citi Customer Service at 800-790-7206.

If you are retiring or leaving your office, let your A/OPC know so that your account can be reviewed for any outstanding balance, any forwarding address information, and your account closed. Your card should be destroyed. If you are transferring to another office within your bureau, the card can possibly be retained, but your hierarchy and FBMS Line of Accounting will need to be updated. Please work with the A/OPC to let them know the dates of your transfer, your new supervisor, and the name of the new office.

Travel, purchase, and fleet card statements must be signed and dated by both the cardholder and approving official (supervisor), with all receipts and supporting documentation attached, within 30 days of receipt of the statement.

For travel, purchase, and fleet statements, all statements and supporting documentation must be reviewed and approved by your Approving Official (usually you supervisor) within 30 days of the statement date.

The review and approve requirements can be conducted using paper or digital (e.g., Adobe PDF files) statements and supporting documentation. If a paper process is used, the final approved statement and supporting documentation can be filed as paper documents or the documents can be scanned and maintained electronically. Additionally, signed statements and supporting documentation can be uploaded in to the CitiManager Transaction Management System (CTMS). Electronic documents are the best practice to comply with OMB Managing Government Records Directive M-12-18. Regardless of the way statements and supporting documentation are maintained, they should be easily retrieved for audit or bureau review purposes. Your supervisor should always be able to access your records.


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