CitcoOne Help Section

CitcoOne Help Videos

CitcoOne Overview and Login Help

Downloading and Managing Documents

I need a Username, how do I get one?

Click Here to request access to CitcoOne. After submission of the request access form a Citco representative will review the request and respond back as soon as possible

I forgot my password, how do I retrieve it?

To reset your password click here and then enter your Username. We will send you and e-mail with instructions on how to set a new password.

The site is telling me that I am locked out, how do I unlock my account?

As a security precaution we temporarily lock a user’s account when there have been too many unsuccessful login attempts. In order to unlock your account please click here to Contact Citco.

How do I change my e-mail address on file?

All contact changes need to come from authorized parties on the accounts you have access to on CitcoOne. Click here to contact Citco to request an update to your account.

Why am I being prompted for a “One Time Verification Code”?

For the protection of all of our users, Citco One utilizes dual factor authentication (2-Step login) during the login process. The 2 Step login process utilizes a temporary ‘One TimeVerification Code’ that is sent to your registered e-mail address during your first time logging onto the Portal. Citco One will then digitally fingerprint your machine for reference in future login attempts.

For future login attempts we will check to see if your machine contains the digital fingerprint. If you are logging on from a different browser, location, or service provider we may ask for a new verification code to add a new fingerprint. The One Time Verification code is typically not needed of you continue to login from the same machine and location.

I am being prompted for a One Time Verification Code but I do not have access to my email. What can I do in order to log on to the site?

For the security of all our users’ accounts we sometimes require additional authentication via a temporary code that is sent to the registered e-mail address on file. This code is required in order to login and can only be retrieved at your e-mail address.

I did not receive the e-mail with my One Time Verification Code. What can I do?

If you have not received your temporary code please first check your Spam folder for the mailbox of the registered e-mail on file. If you have not received this code after several minutes, please contact Citco.

What browsers work with CitcoOne?

We recommend that you use the latest browser versions of Edge, Chrome, Firefox, Safari or Opera.