Authentication and payment confirmation methods

If you are Citadele customer, one of the ways that you can obtain MobileSCAN license individually in your own online bank. 

If you are just overseeing other customer´s accounts and you have not previously used MobileSCAN, you should contact our customer support for further instructions.

1. Log into Citadele online bank with any other available authorisation method, and on the left-hand side, choose Mobile Services.

Bear in mind that this is only available if you are the account holder!

2. Read the information displayed and click Activate MobileSCAN.

3. Meanwhile take the mobile device for which you wish to activate MobileSCAN, open the Citadele app and click on MobileSCAN on the welcome screen. You will see a screen from which you can begin activating MobileSCAN. Make sure that you have reinstalled the mobile app before starting the process!

4. In the online bank, click Scan Code and use your phone to scan the colourful code from the online bank.

5. Choose a 5-digit PIN code which you will use to log onto the the online bank or mobile app. You will have to re-enter the PIN again.

6. The screen of your device will show an activation code. This code must be entered in online bank in the MobileSCAN activation code field. Once you enter the code, click Continue in mobile app screen. 

7. You will see authorisation screen in online bank. Authorise the action with the device that you used to log into online bank.

And your MobileSCAN is activated!

If you already have a MobileSCAN licence, reactivate it in the mobile application or online bank.

For us to consider increasing your MobileSCAN limits remotely, there are two things you must do: 

1. Submit an application. 
To do this, log in to the full version of online banking (through our website), and under Correspondence with Bank select Order to Bank.

Fill in the following sections: 

• Topic: Increasing MobileSCAN limits
• Account number for authorisation: select any of your accounts from the list
• Order text: Fill in the text using this template: Please remotely increase my MobileSCAN limits, because … (describe the reason) 

Select Next and sign the order using a code from your authorisation device. 
You can check whether it has been successfully submitted to the bank in your Order History; you will see a “P” next to your order, which means that your application is being processed. 

2. Call the bank at +371 6701 0000 and inform the operator that you have submitted an application to increase your MobileSCAN limit.

Be ready to identify yourself over the phone. 

If the code card is blocked, lost or otherwise unusable, visit our branch with an identity document (passport or ID card), where you will be able to choose another authorization device.
If your GO3 / calculator does not have a working battery or is lost - visit a branch with an identity document (passport or ID card) to get a new one. However, if you have blocked your GO3 / calculator by entering an incorrect code, contact us by calling 67010000.

Services in branch by appoinment only, sign up for a branch visit here.

Log in to the Citadele app using MobileSCAN. Click on the profile icon on the top right corner and choose Change MobileSCAN PIN.

Follow the instructions that appear in the app 

1. Enter your existing MobileSCAN code.
2. Enter your new MobileSCAN code. 
3. Enter your new MobileSCAN code again.

Your MobileSCAN code has been changed. 
 

If you get error "Something went wrong" when entering your MobileSCAN code, you will need to delete and reinstall the application from the AppStore and reactivate MobileSCAN. See here, How do you reactivate MobileSCAN in the app if I have previously already used MobileSCAN?

Note that the transaction limits for MobileSCAN activated in this way will be 3000 EUR. You may also find the following information useful - How can I increase my MobileSCAN limits without visiting a branch in person?

We will send you an authorisation text immediately after completing an operation which requires confirmation using an additional code. Sometimes, text messages may be delayed for reasons outside of our control (insufficient mobile coverage, network capacity, etc.). If you do not receive the message within one minute, you can request a new one (up to three times). If, however, you do not receive any of the messages, the issue is most likely linked with mobile network services or the phone itself. In this case, please contact us by phone on +371 6701 0000.

MobileSCAN is an authorisation device that is integrated into Citadele mobile application to conveniently and safely connect to online banking or mobile application, confirm payments and sign documents.

• It will always be at hand with your phone. MobileSCAN is unrivalled for connecting to Citadele mobile application or online banking to confirm payments.
• Authorize it with a 5-digit MobileSCAN code, FaceID or a fingerprint.
• MobileSCAN is free of charge to connect and use.
• When attempting to sign into various service websites (latvija.lv and others) with your online banking, MobileSCAN connection will let you do it unbelievably easy - just one tap.
• Increase your payment limits at a Citadele branch office or connect MobileSCAN with a code calculator.
• MobileSCAN works with all modern smartphones and tablets (Apple iOS version 17 and later and Android version 10.0 and later).

To activate and use MobileSCAN daily it is necessary to download Citadele mobile application on your mobile device from Apple Store (iOS) or Google play (Android) and activate MobileSCAN in your online banking or any Citadele branch office throughout Latvia.

Open the app and select MobileSCAN. 

Select the settings icon in the upper right corner. 

To view your MobileSCAN authorisation tool limits on this device, select the device name. 
If you wish to view MobileSCAN limits for your other devices, select View Other Devices. 

Under Payment Limits, select Log In.

Enter your 5-figure MobileSCAN PIN code or use biometrics: TouchID (fingerprint) or FaceID (facial recognition).

Under Payment Limits, you will see the single-transaction and one-day limit for your chosen MobileSCAN device. 
If you do not see this function in your app, ensure that you have updated your device software to the latest-possible version. 

Private customers may find this information in Online Banking, in the field Mobile Phone > Phone Number in the section Parameters > Contact Details, or in the field Mobile Phone > Phone Number in the section Parameters > Basic Client Profile.  You may also find it out by calling at +371 6701 0000 or by visiting the nearest Citadele branch.

Open the app and select MobileSCAN. 

Select the settings icon in the upper right corner. 

To view your MobileSCAN authorisation tool limits on this device, select the device name. 
If you wish to view MobileSCAN limits for your other devices, select View Other Devices. 

Under Payment Limits, select Log In. 

Enter your 5-figure MobileSCAN PIN code or use biometrics: TouchID (fingerprint) or FaceID (facial recognition).

Under Payment Limits, you will see the single-transaction and one-day limit for your chosen MobileSCAN device. 
If you do not see this function in your app, ensure that you have updated your device software to the latest-possible version. 

You need a mobile device (smartphone or tablet) with:

• OS Android (10.0 or later) or iOS (17 or later)
• Citadele mobile application
• Turned on camera
• Ability to connect to the internet (WiFi or mobile internet) for first time MobileSCAN activation.

You can activate MobileSCAN in your online banking (in “Mobile Services”). If you can’t find this section, you can receive a MobileSCAN activation licence in any Citadele branch office throughout Latvia.

If you are not bank’s client yet, you can become one in Citadele mobile application and automatically receive a MobileSCAN licence.

By entering an invalid MobileSCAN PIN code 5 times in a row MobileSCAN becomes blocked.

If MobileSCAN becomes blocked, the user must reactivate MobileSCAN. This can be done in your online banking, mobile application or by visiting Citadele branch office with a valid personal identification document, your mobile device and, if possible, the previously issued MobileSCAN licence, to reactivate MobileSCAN in person.

When activating MobileSCAN remotely, note that MobileSCAN payment limits may decrease.

Reactivation within the scope of existing licence is free of charge.

When you change your mobile device, you need to re-download Citadele mobile application and reactivate MobileSCAN in online bank, mobile application or any Citadele branch office.

Yes, you will receive text messages while you are abroad. To prevent the inconvenience of possible disturbances in guest subscription services, we recommend taking advantage of the possibility of logging into Online Banking and confirming payments on your mobile device by using the MobileSCAN authorisation tool integrated in the Citadele mobile application.

Citadele mobile application performs a security level check when activating MobileSCAN. The security level may be affected by device manufacturer, actions performed with the device, downloaded applications and many other factors.

The security level of the mobile device can be viewed in online banking section Mobile Services. If an orange circle appears next to the device, the devices is unsafe. If it is green, then the device is safe.

The safety level of the mobile device can also be viewed in the home screen of the mobile application (before signing in), by pressing the button MobileSCAN (a notice will appear “Your device is potentially unsafe”) or by pressing the button Purchases with Phone (a notice will appear “Your device is unsafe”).

MobileSCAN payment limits with an unsafe device are 3000 EUR for single payments and 3000 EUR per day. These limits apply also to payments made with Touch ID or Face ID.

Payment limits

Yes, MobileSCAN can be used alongside other authorisation devices.

During one online banking session you can use only one type of authorisation device.

You don’t need to look for your code card or code calculator when connecting to online banking from a PC - a mobile device is enough. When connecting to Citadele mobile application, confirmation of connection and payments can now be done only with MobileSCAN PIN code.

If your mobile device is equipped with fingerprint (Touch ID) or Face ID functionality, you can use it instead of MobileSCAN PIN code to perform the necessary actions in online banking or mobile application even faster and more conveniently.

You will have to enter an authorisation code sent by the bank to your mobile phone by SMS in the following cases:

• When transferring funds to accounts in other banks if the amount of one transaction exceeds EUR 30;
• When transferring funds to accounts in other banks if the amount of transactions per day exceeds EUR 150;
• When signing different orders in online bank (for instance, consumer credit contracts, e-invoice standing order contracts, etc); 
• When signing free-form orders in online bank;
• When making changes in sections Basic questionnaire and Contact information;
• When making online purchases with a payment card (3D Secure).

Yes, MobileSCAN can be disconnected in four ways:

• In mobile application go to More, then Settings and press Unpair
• Got to Mobile Services in online banking and disconnect the necessary device
• Call Client Support Centre +371 6701 0000 and ask to block MobileSCAN
• On the home screen of the mobile application press MobileSCAN and then Disable in the upper corner

Note that to start using MobileSCAN again, MobileSCAN must be reactivated. This can be done in your online banking, mobile application or by visiting Citadele branch office with a valid personal identification document, your mobile device and, if possible, previously received MobileSCAN licence.

You can find out through the online bank at Parameters > Contact Information or Parameters > Questionnaire in the field Mobile phone > Phone number. Please bear in mind that, if you are the representative of a legal person, you can find out and, if necessary, change your registered phone number by calling us at +371 6701 0000, by visiting a Citadele branch, or by writing a free-form request in Online bank, at Contact the banksection.