Frequently Asked Questions

Call 1-800-290-7893 from the phone number associated with your account to activate your World debit card and set a PIN.

A $10 fee may be charged for excessive replacement requests. Rush fees may also apply. A replacement fee and rush fee are not charged in cases of fraud.

Use the City Bank mobile app or online banking. From your account history, click the actions button (three dots next to the transaction amount) on the posted transaction and then click Dispute transaction. You can also contact our Customer Xperience Center at 800-OUR-BANK (800-687-2265) between 8 a.m. and 6 p.m., Monday through Friday, or 9 a.m. and 1 p.m., Saturday, or visit a branch.

Log into your online banking account. On the left column in the Menu Bar, select E-docs. Then select Statement and Notices. Select Accept to enroll all accounts into Electronic Delivery. All available statements should now be visible. You can also visit Electronic Statements for more information.

You now have access to a suite of City Bank benefits and Mastercard benefits, such as Satisfaction Guarantee, which grants you up to $250 per product if you become dissatisfied with a product within 60 days of purchase and the merchant will not accept a return. You also benefit from Mastercard ID Theft Protection, which is free to you and provides alerts if the system detects that your personal information is being bought or sold online. Learn more about your card features and benefits.

A digital wallet is a functionality on your smartphone that allows you to securely store debit cards, credit cards, loyalty cards, gift cards and more. When you tap on the app, then access one of your stored cards, you can make purchases at participating merchants in store, in app or online. You can add your City Bank Mastercard® World Debit Card to Apple Pay, Google Pay and Samsung Pay so you can tap to pay where digital wallet payments are accepted.

Each phone has slightly different instructions for adding your card to the digital wallet.

Watch how-to video

  • Apple Pay: Open the Wallet app on your iPhone and tap Add card. Then tap Debit or credit card and continue. You can tap or hold your card close to your iPhone, position your card in the camera frame or enter your card details manually. Authenticate your identity with Face ID or Touch ID and follow the on-screen instructions.
  • Google Pay: Open the Google Pay app on your mobile device. Tap your project picture and then tap Pay with credit or debit cards. Tap Add card, then scan your card with your phone’s camera or manually enter your card details. Tap More, then accept the terms and conditions. Verify your identity, then tap Continue to validate your information with a one-time password.
  • Samsung Pay: Open the Samsung Pay app. Tap the + icon over Payment Cards. Aim your phone’s camera at the front of your debit card and enter the card’s security code and your name. Tap Next and wait for the app to validate your card. Agree to your bank’s terms and conditions and verify your card.

The debit card management feature in the City Bank Mobile App offers an exclusive level of protection by helping customers prevent fraud by remotely disabling their debit card if it has been compromised, lost or stolen. Plus, you can raise your daily limits. Watch how-to video.