CitiBank Email Virus

Also Known As: Emotet trojan
Type: Other
Distribution: Low
Damage level: Severe

"CitiBank Email Virus" removal guide

What is "CitiBank Email Virus"?

There are many various spam campaigns and "CitiBank Email Virus" is categorized as one of them. There are many cases where they are used to spread one or another virus, in this case it is the Emotet virus. Scammers/cyber criminals behind "CitiBank Email Virus" use an email that contains link which leads to download of malicious .doc file. Cyber criminals send this email to a lot of people hoping that someone will click the link in it and open the malicious document that is designed to infect computers with the already mentioned Emotet virus.


"CitiBank Email Virus" email spam campaign is used by cyber criminals who pretend to be some representatives of the Citibank. Cyber criminals often use well known company names in order to trick more people into clicking links, opening attachments or other actions that lead to computer infections. Note that the actual Citibank has nothing to do with this. This email is designed to give an impression that Citibank has resolved some dispute and that you will see the credit in the next two business days. It also indicates that you can check the transaction details by clicking the "Download Your transaction details" link. This is the link that we mentioned in our introduction. Once clicked, this link will download a Word (.doc) file that, according to cyber criminals, contains some transaction details. Opening this document results in the permission for the Emotet virus to be installed. This virus is categorized as high-risk malware that is designed to steal personal information (such as logins, passwords, browsing-related data and so on). Having computer infected with this virus might lead to other infections (like ransomware-type virus infections) and/or privacy issues, financial loss and so on. If you've already opened "CitiBank Email Virus" attachments you should immediately scan the system with a reputable anti-virus/anti-spyware suite and eliminate all detected threats.

Email spam campaigns like "CitiBank Email Virus" might be designed to spread various viruses, some examples of other possible infections are FormBook, Adwind, TrickBot and AZORult. What all these viruses have in common is that they are designed to cause users privacy issues, financial and other serious problems. We strongly recommend to eliminate such viruses as soon as possible.

How did "CitiBank Email Virus" infect my computer?

As we mentioned in our introduction, there are many email spam campaigns that are similar to "CitiBank Email Virus", for example "IRS Online Email Virus", "Pricewaterhouse Coopers", "Ernst & Young" and "BMO account report". Most of the times email spam campaigns of this type are designed to proliferate viruses through malicious attachments. In this case cyber criminals present a link that is designed to download a .doc (Microsoft Word) document. If opened, this attachment asks for the permission to enable macros commands. These commands, if enabled, allow malicious Word attachment to download/install the Emotet virus. However, this attachment targets only Microsoft Windows users. In other words, if a presented document (.doc) is opened using some other than Microsoft Word product, then it will not be able to download and install viruses.

How to avoid installation of malware?

To avoid high-risk virus infections we recommend to browse the web and open emails (especially email attachments) with caution. If you received an email from some unknown/suspicious email address, carefully inspect the email. If it looks irrelevant, do not open the presented attachment or click the provided link. Another important thing is to have a reputable anti-virus or/and anti-spyware software installed. Such programs usually are capable of preventing viruses from being downloaded or/and installed. If you've already opened "CitiBank Email Virus" attachment, we recommend running a scan with Spyhunter for Windows to automatically eliminate infiltrated malware.

Text presented in the "CitiBank Email Virus" email letter:


American Airlines AAdvantage

Account ending in 3691

We've resolved your dispute



We're pleased to let you know that your dispute has been resolved - you'll see the credit in the next two business days - it'll be listed with your account activity on your statement. This credit is permanent.


We included the below transaction details for the dispute on account ending in 3691 for your reference.


Download your transaction details.


Your Citi Team

Malicious attachment distributed via "CitiBank Email Virus" spam campaign:

citibank-malicious doc macros

Instant automatic removal of Emotet trojan: Manual threat removal might be a lengthy and complicated process that requires advanced computer skills. Spyhunter is a professional automatic malware removal tool that is recommended to get rid of Emotet trojan. Download it by clicking the button below:
▼ DOWNLOAD Spyhunter By downloading any software listed on this website you agree to our Privacy Policy and Terms of Use. Free scanner checks if your computer is infected. To remove malware, you have to purchase the full version of Spyhunter.

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How to remove malware manually?

Manual malware removal is a complicated task, usually it's better to let antivirus or anti-malware programs do it automatically. To remove this malware we recommend using  Spyhunter for Windows. If you wish to remove malware manually, the first step is to identify the name of the malware that you are trying to remove. Here's an example of a suspicious program running on user's computer:

malicious process running on user's computer sample

If you checked the list of programs running on your computer, for example using task manager and identified a program that looks suspicious you should continue with these steps:

manual malware removal step 1 Download a program called Autoruns. This program shows auto-start applications, Registry and file system locations:

screenshot of autoruns application

manual malware removal step 2Restart your computer into Safe Mode:

Windows XP and Windows 7 users: Start your computer in Safe Mode. Click Start, click Shut Down, click Restart, click OK. During your computer start process, press the F8 key on your keyboard multiple times until you see the Windows Advanced Option menu, and then select Safe Mode with Networking from the list.

Safe Mode with Networking

Video showing how to start Windows 7 in "Safe Mode with Networking":

Windows 8 users: Start Windows 8 is Safe Mode with Networking - Go to Windows 8 Start Screen, type Advanced, in the search results select Settings. Click Advanced startup options, in the opened "General PC Settings" window, select Advanced startup. Click the "Restart now" button. Your computer will now restart into the "Advanced Startup options menu". Click the "Troubleshoot" button, and then click the "Advanced options" button. In the advanced option screen, click "Startup settings". Click the "Restart" button. Your PC will restart into the Startup Settings screen. Press F5 to boot in Safe Mode with Networking.

Windows 8 Safe Mode with networking

Video showing how to start Windows 8 in "Safe Mode with Networking":

Windows 10 users: Click the Windows logo and select the Power icon. In the opened menu click "Restart" while holding "Shift" button on your keyboard. In the "choose an option" window click on the "Troubleshoot", next select "Advanced options". In the advanced options menu select "Startup Settings" and click on the "Restart" button. In the following window you should click the "F5" button on your keyboard. This will restart your operating system in safe mode with networking.

windows 10 safe mode with networking

Video showing how to start Windows 10 in "Safe Mode with Networking":


manual malware removal step 3Extract the downloaded archive and run Autoruns.exe file.

extract and run autoruns.exe

manual malware removal step 4In the Autoruns application click "Options" at the top and uncheck "Hide Empty Locations" and "Hide Windows Entries" options. After this procedure click the "Refresh" icon.

Click 'Options' at the top and uncheck 'Hide Empty Locations' and 'Hide Windows Entries' options

manual malware removal step 5Check the list provided by Autoruns application and locate the malware file that you want to eliminate.

You should write down it full path and name. Note that some malware hides their process names under legitimate Windows process names. At this stage it's very important to avoid removing system files. After you locate he suspicious program you want to remove right click your mouse over it's name and choose "Delete"

locate the malware file you want to remove

After removing the malware through Autoruns application (this ensures that the malware won't run automatically on the next system startup) you should search for the malware name on your computer. Be sure to enable hidden files and folders before proceeding. If you find the file of the malware be sure to remove it.

searching for malware file on your computer

Reboot your computer in normal mode. Following these steps should help remove any malware from your computer. Note that manual threat removal requires advanced computer skills, it's recommended to leave malware removal to antivirus and anti-malware programs. These steps might not work with advanced malware infections. As always it's better to avoid getting infected that try to remove malware afterwards. To keep your computer safe be sure to install latest operating system updates and use antivirus software.

To be sure your computer is free of malware infections we recommend scanning it with Spyhunter for Windows.