FAQs for Users
  1. Who are eligible to get Citylive access?
    • ➢ Any organization that maintains Company Account with City Bank.

  2. What is the registration procedure for Citylive?
    • ➢ Three documents are required to be submitted by the client:
      1. Citylive Enrolment Form
      2. Citylive User ID Creation form for all users
      3. Board Extract comprising the users (maker, checker, and approver) aligned with account opening Board Resolution
      Upon verification, users will be created, notified, and instructed via their given email.

  3. What type of facilities can be availed from Citylive?
    • ➢ Single or Bulk Payment: City Bank Fund Transfer, BEFTN, RTGS, Prepaid Card Payment, Custom Duty, VAT, and Wallet (bKash) payment
    • ➢ Collection: From City Bank, and Other Banks (through BEFTN Debit Service)
    • ➢ Instrument: Cheque and Pay Order Issuance
    • ➢ Virtual Account Creation
    • ➢ Universal Payment
    • ➢ Report and Bank Statement

  4. How the customers can make salary disbursement/ multiple payment at once?
    • ➢ Citylive has the provision of bulk payment processing through the “Multiple Payment” feature.

  5. Can Other Bank transfer be possible through Citylive?
    • ➢ Client can transfer fund to other banks via BEFTN/RTGS through Citylive.

  6. How long does it take to settle the BEFTN and RTGS payments?
    • ➢ BEFTN and RTGS are settled according to Bangladesh Bank’s determined schedule and processes.
      • ➢ BEFTN: 3 sessions: 12am to 11:59am, 12pm to 2:59pm, and 3pm; completed within the next two sessions
      • ➢ RTGS: Transaction must be approved by 3:45pm

  7. Can client make Duty & VAT Payment through Citylive?
    • ➢ Customs Duty & VAT payment options are available in Citylive.

  8. How Cheque can be issued & printed through Citylive?
    • ➢ Client can issue A4 size cheque/regular leaf cheque with digital signature through Citylive. Client will print the A4 size cheque/regular leaf cheque in any standard printer at their premises.

  9. How many steps are there in Fund Transfer/Fund Collection processes?
    • ➢ Primarily three steps for any transactions. First, the maker creates and assigns signatories for the transaction, then the checker checks and authorizes. Finally, the approver(s) approve the transaction with the help of RSA Token or OTP and the process is completed.

  10. Can the users see details of all accounts including loan/ FD accounts?
    • ➢ Yes

  11. Who can be the approvers?
    • ➢ Only the signatories of the business account can be the approvers.

  12. Who can be Maker & Checker? How many can take maker/ checker role?
    • ➢ Maker & Checker are the nominated officials by the clients. No limit in the number of maker/ checker roles taken by a company as long as it is backed by the Board Extract.

  13. Can one take multiple roles within the same organization?
    • ➢ No, one person cannot take multiple roles within the same organization. However, if it is a must, we may suggest alternatives.

  14. How the roles are determined in case of group of companies?
    • ➢ Users are able to get access of the multiple concerns of a parent company from a single ID.

  15. Is there any authentication procedure?
    • ➢ Yes, to approve a transaction an approver must provide RSA token/ OTP to verify a payment.

  16. What if approvers reside outside of Bangladesh?
    • ➢ He or she still can approve a payment via RSA token or OTP shared via email.

  17. What is a RSA Token?
    • ➢ RSA Token is a token generated by the SecurID App. An approver need to use the token while approving the transaction in Citylive.

  18. How to install SecurID App?
    • ➢ This app can be downloaded from both Google and Apple app store. City Bank will mail a URL/link to the approvers. After opening the app, approvers will be asked to provide an URL, where they will copy-paste the link received from City Bank.

  19. What if approver cannot find the email with SecurID link?
    • ➢ If that happens, approvers are first asked to check their junk/spam folder. If they still cannot find the email, they can ask through citylive@thecitybank.com for resending the mail.

  20. What if the approver changes their device?
    • ➢ If approvers change their device, they have to redo the whole process of the previous point. Hence, approvers are requested to preserve the previous link containing email. In case they have lost the previous mail, or changed their device type (android to iPhone or vice versa), approvers have to ask City Bank through citylive@thecitybank.com to resend the mail

  21. How to generate token and use it?
    • ➢ Each time the approver opens the SecurID app, there will be an interface asking SecurID PIN. Approvers do not have to provide any PIN here; they will just press submit. Then the token will be shown. Each token is valid for one minute.

  22. What if the token does not work/is shown to be invalid?
    • ➢ If the token does not work, approver first can try to use the next token. If that still does not work, client should mail to citylive@thecitybank.com . The approver’s ID and a screenshot of their screen must be included in the mail.

  23. Is there any mobile app for Citylive?

For any issue, customer should contact via the below channel: