https://www.citadele.lv/en/support/mobile-app

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https://www.citadele.lv/en/support/mobile-app

MOBILE APP

With our app, you can use our banking services whenever and wherever is most convenient to you

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Payment cards and accounts

See your balance and block or unblock cards

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Touch ID and Face ID

Confirm payments using your face or fingerprint

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24/7 customer support

Contact bank employees in the app chat


Available services

  • Change the PIN code for your cards, wristbands or stickers even if you have forgotten the old PIN
  • Make transfers, create templates and pay bills by scanning a bar code
  • Pay using a phone number, no need to know an account number
  • Block and unblock cards, and order a new one
  • Apply to receive a loan offer and conveniently sign your chosen loan agreement
  • Keep up with your X REWARDS points and exchange them for prizes
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Push notifications

A simple way to keep up with the latest updates on your account and card activities in the mobile app.


How to activate

Become a Citadele customer and apply for an X card remotely

  • Take a photo of yourself and your ID
  • Fill in an application and receive your X card by mail at the address you give us within three business days
  • Activate your card in the app
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X cards

Select the X card which best suits your
lifestyle and start enjoying the wide range
of benefits.

More on X cards

Any questions about the app or the services it offers?

Pick a topic that interests you and find answers to your questions.

Didn’t find the answer to your question?

Visit our interactive assistant and find the information you need

Interactive assistant
What do I do if I transfer or reinstall my app to a new smart device?

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 13.0, Android from version 5.0. 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 3,000 Euro for one payment and 3,000 Euro 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 Euro, 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.

How do I install the Citadele app if I have an Android phone?

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 5.0. 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 5.0, 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)

How do I enable push notifications for card or account transactions?

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).

How do I install the Citadele app if I have an iOS (Apple) phone?

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 13.0) 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)

How do I update the Citadele mobile app?

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.

How to activate biometrics on the Citadele app?

Firstly must have MobileScan authorization enabled to enable biometrics in the mobile app. If you haven't yet activated MobileScan, check it out here.
 

Log in to the Citadele app using MobileSCAN. Go to More > Settings. Look for Biometrics

What does deactivated biometrics look like? 

What does activated biometrics look like?

If, when you click on biometrics, you receive a notification that biometrics are not secure, this means that the biometrics you have currently activated do not comply with Android’s highest security standards, so they cannot be used in the Citadele app. If the device supports a different biometric authorisation method, we recommend switching to this. This can be done differently in every Android device, but you should look in the device settings under keywords like “Biometric data and security”, “Security”, etc.

Example: Generally, fingerprints  are viewed as a secure form of biometrics, while IRIS and face scanners tend not to comply with the highest Android security standards.

Unfortunately, if your device does not support secure biometrics, you will not be able to log in to the Citadele app using biometrics, and you will have to use the MobileSCAN PIN code. 

Biometrics settings do not appear in the Citadele app, even if I have logged on with MobileSCAN. 
Biometrics may not appear in the Citadele app settings for various reasons. 

  • Legal person

You are logged in as a legal person. Unfortunately, the Citadele app does not currently support biometrics for legal persons.

  • Biometrics not activated on the device

Go to your device settings and search for the option of activating biometrics. This function is located in different places for different manufacturers, but here are a few recommendations on what to look for. 

Samsung

OnePlus

Huawei

Meizu

  • Your device has been rooted

This means that your device has been manipulated and is open to various security risks and weaknesses. The Citadele app therefore does not allow the use of various functions for security reasons. 
 

More questions
What do I do if I transfer or reinstall my app to a new smart device?

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 13.0, Android from version 5.0. 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 3,000 Euro for one payment and 3,000 Euro 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 Euro, 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.

How do I install the Citadele app if I have an Android phone?

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 5.0. 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 5.0, 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)

How do I enable push notifications for card or account transactions?

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).

How do I install the Citadele app if I have an iOS (Apple) phone?

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 13.0) 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)

How do I update the Citadele mobile app?

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.

How to activate biometrics on the Citadele app?

Firstly must have MobileScan authorization enabled to enable biometrics in the mobile app. If you haven't yet activated MobileScan, check it out here.
 

Log in to the Citadele app using MobileSCAN. Go to More > Settings. Look for Biometrics

What does deactivated biometrics look like? 

What does activated biometrics look like?

If, when you click on biometrics, you receive a notification that biometrics are not secure, this means that the biometrics you have currently activated do not comply with Android’s highest security standards, so they cannot be used in the Citadele app. If the device supports a different biometric authorisation method, we recommend switching to this. This can be done differently in every Android device, but you should look in the device settings under keywords like “Biometric data and security”, “Security”, etc.

Example: Generally, fingerprints  are viewed as a secure form of biometrics, while IRIS and face scanners tend not to comply with the highest Android security standards.

Unfortunately, if your device does not support secure biometrics, you will not be able to log in to the Citadele app using biometrics, and you will have to use the MobileSCAN PIN code. 

Biometrics settings do not appear in the Citadele app, even if I have logged on with MobileSCAN. 
Biometrics may not appear in the Citadele app settings for various reasons. 

  • Legal person

You are logged in as a legal person. Unfortunately, the Citadele app does not currently support biometrics for legal persons.

  • Biometrics not activated on the device

Go to your device settings and search for the option of activating biometrics. This function is located in different places for different manufacturers, but here are a few recommendations on what to look for. 

Samsung

OnePlus

Huawei

Meizu

  • Your device has been rooted

This means that your device has been manipulated and is open to various security risks and weaknesses. The Citadele app therefore does not allow the use of various functions for security reasons. 
 

More opportunities

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X cards

Free money transfers within Europe and free cash withdrawals from ATMs worldwide. X REWARDS prizes and discounts.
Learn more
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Payment accessories

Choose your contactless payment method: ring, wristband or sticker.
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Loan offer

Find out how much you can borrow within just a few minutes.
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