It looks like your entered an incorrect PIN. The error message will clear after several minutes of your SafeWord Card being left alone, whereupon you can then enter the correct PIN to use your token. Successive invalid attempts to enter the right PIN will result in a 'BAD PIN' error showing for progressively longer amounts of time.

If you have forgotten the PIN to your token and you have never changed the original PIN on the token, you may request for a new PIN.

If you have forgotten your PIN and you have changed the original PIN on your token previously, or if the 'BAD PIN' error does not go away after an extended period, you will need to request a replacement SafeWord Card.

Look out for a mail titled Important User Information from citidirectbe.notifications@citi.com. This may be in your Spam or Junk Mail folder, so check there if you have not already done so.

If you still did not receive your password within an hour, you may request your Security Managers to reset your profile again, or contact CitiService for assistance.