MOBILE APP

When you purchase a new smart device, you need to download the Citadele mobile app to your new phone from the AppStore or Google Play.  If the app is “transferred” from your previous phone (many phone manufacturers offer this option) or reloaded from your previous phone using a back-up function, many of the standard app functions won’t work completely (TouchID/FaceID, notifications, loans, etc.). Therefore, even if the app has been transferred, you should delete and reinstall it from the AppStore or Google Play. 

Citadele app is supported on Apple iOS from version 16.0, Android from version 7.0. If you have a smartphone which does not support Google Play (such as Huawei P40), you will be unable to use the Citadele app and its benefits.

When you re-download the app, must log in using your online banking username and password, before reactivating MobileSCAN, the use of biometrics, notifications and other functions—these will only work for the app in which they have been activated. See more about mobile app features here.

Bear in mind that, if you reinstall the MobileSCAN tool to your app, transaction limits will be 3000 EUR for one payment and 3000 EUR per day. If you wish to increase transaction limits, you must visit a branch in person (sign up for a branch visit here).

Important! The limit for one payment made in the mobile app is 10 000 EUR, regardless of other MobileSCAN limits.

If you have problem to access Citadele mobile app, if there are notification like "User not identified", "Incorrect username" or other, try to find solution here.

To download the Citadele app, download it from Google Play: open Google Play and search “Citadele Mobile App”. 

1. Open the Citadele app and select Log in.
 

2. Enter your Online banking username and password, and press Continue.

If you can't remember your username, take a look here.
If you do not remember your Online banking password and you have another authorization device (code card or code calculator), take a look here.

For more convenient use of the application, we advise to install MobileSCAN authorization, see the activation guide here.

Citadele mobile application may be downloaded to multiple mobile devices. MobileSCAN can be activated on up to three devices.

Most common problems when installing the Citadele app on an Android device: 

Problem: Cannot find the app on Google Play. 
Solution: Check what version of the operating system your device has. The Citadele app is available on Android starting from version 7.0. If a system update is available, update your system to the latest available version. If you have a device with an operating system older than 7.0, you unfortunately will be unable to use the Citadele app - the app contains functions which do not work or work incompletely on older operating systems, why is why we don’t offer it. 

Problem: App won’t download - I press Install, but nothing happens. 
Solution: Follow the recommendations given here. 

Problem: The app starts downloading, but the process stops and the app is not downloaded.
Solution: Follow the recommendations given here. 

Problem: The app has no Update button, but I know an update is available. 
Solution: Sometimes, the Update button appears when you open the app in Google Play.

The app does not support Google Play (e.g. Huawei P40, Windows)
If you have a smartphone which does not support Google Play (such as Huawei P40), you will be unable to use the Citadele app and its benefits. You can use the Citadele online bank in a browser with a code card or code calculator (MobileSCAN will also not work). For your convenience, you can also create a shortcut to the Citadele online bank on your phone screen: open www.citadele.lv, click on Online Bank, and in your browser settings select Add to Start Page. This will help you access the online bank more conveniently from your phone, as our website icon will be on your phone screen. Bear in mind that this will take you to the online bank, and the mobile app functions will not be available.

Look here, if you have problems with accessing Mobile App (like, user not identified, identification not permitted and other)

First, you have to log in to the app and then select More > Settings > Notifications.

Here, you will see several types of notification. If all your notifications are switched off, you can enable them and press Save. 

However, if all your notifications are active, then you should take the following steps: 
1) Switch off all notifications and press Save; 
2) Exit the app and close it completely so that it doesn’t appear in your list of active apps. 
3) Reopen the app and repeat the first two steps, this time enabling notifications and pressing Save. 

When you open the app again, notifications should work. You can check this in several ways: 
1) By transferring money between your accounts, for example, one cent. 
2) By going to a store and paying by card or phone.
 

Notifications of card or account transactions are available to private individuals.

Push notifications are for free, but in order to receive them you must use the internet on your mobile device (mobile data or WiFi).

It is important to update the app regularly, as each new version includes better security risk protection and new functions.
 
When you receive a notification on your device that an app has an update available, confirm the process (Update or Update All, if the notification is for more than one device).
 
If your phone does not update apps automatically, you can do it manually. Find the Citadele app in Google Play or the App Store. If an update is available, you will see the option to update. Select this, and the app will automatically update to the latest version.
 
Once the update has been completed, or if there are no updates available, you will see a button labelled Open. When you select this, you will be taken to the Citadele app.

To download the Citadele app, open the AppStore and search “Citadele Mobile App”. 

1. Open the Citadele app and select Log in.
 

2. Enter your Online banking username and password, and press Continue.

If you can't remember your username, take a look here.
If you do not remember your Online banking password and you have another authorization device (code card or code calculator), take a look here.

For more convenient use of the application, we advise to install MobileSCAN authorization, see the activation guide here.

Citadele mobile application may be downloaded to multiple mobile devices. MobileSCAN can be activated on up to three devices.

Most common problems when installing the Citadele app on an iOS device: 

Problem: I want to install the app on my iPad, but I can’t find the Citadele app in the AppStore. 
Solution: Deselect “iPad only” in Settings to ensure that apps which are not just for tablets also appear. 

Problem: When installing the app, I receive a notification that my device is not compatible with the Citadele app. 
Solution: Check whether the device has any iOS updates to install, and install the latest version of the operating system. The Citadele app is supported on Apple iOS (from 16.0) for mobile device users.

Problem: When I press Get, nothing happens, the app does not download, or the download begins but freezes and does not continue. 
Solution: Check your connection or Wi-Fi, as a stable connection is needed for app downloads. If your connection is stable, you can pause and restart the download by holding down (long-pressing) the Citadele app icon. If this does not help, restart your device and then try downloading again. 

Problem: To install the app, the AppStore requires me to register my payment card. 
Solution: It is free to download and use the Citadele app, but AppStore terms in some countries require a valid payment card to download any app. In this case, you can either use the AppStore from a different country, or add a valid payment card.

Look here, if you have problems with accessing Mobile App (like, user not identified, identification not permitted and other)

A SEPA payment is a payment in EUR to a bank within the European Economic Area (see list of countries), and is sent to an IBAN. IBAN is an internationally recognised account number system which precisely identifies the recipient’s account. The length of an IBAN account number is different in every country. Latvian IBAN numbers are 21 characters long and begin with LV. To ensure that the payment is made correctly, the Recipient Account field is a verifiable field.

To make a SEPA payment, after opening the app,

you will be asked to log in with your authorisation device.

After you log in successfully, you will automatically view a screen which shows your account balances.

To access the screen from which you can make a SEPA payment, you must select Pay at the bottom of the screen. At the bottom of the screen, on the right, you will find a red icon which opens a screen when you click on it. Here, you can make a new payment.

You must complete all the requested fields to make the payment. Some fields have inbuilt control mechanisms, with incorrect details triggering a warning. In this case, check the information and make any corrections. After you enter the payment information, you have to sign and complete the payment. Click “Next” and confirm the payment with your authorisation tool.

Bear in mind:

• if you make a payment of up to 15 000 EUR, the payment will be made as an instant payment;
• if amount of the payment is over 10 000 EUR, beneficiary residence must be indicated, as well as the External payment code, if beneficiary residence is not Latvia;
• you can check your payment limits in Online banking.

You will have to sign the payment using a code from your authorisation device (for example, signing the payment with your MobileSCAN PIN).

On this screen, you can check whether the payment has been submitted to the Bank.

Information about payment fees you will find in Price list.