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 9.0. 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 9.0. 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 9.0, 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 must log in to the app, then click on the profile icon on the top right corner and choose Push 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)

Our updated mobile app follows a phased release process to ensure a smooth transition for all users. After extensive testing and quality checks, the new version is gradually rolled out to users in stages. This helps us monitor the update’s performance and address any unexpected issues. Depending on your device’s operating system (iOS or Android), you may receive the update at different times. You’ll be notified when the new version is available for you to download and install from your App Store/Google Play. 

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.

After you log in successfully in Citadele mobile app , you will automatically view overview screen. To access the screen from which you can make a SEPA payment, you must click Pay on the overview left corner. After clicking on Pay, the app will lead you to payment possibilities. Choose which is convenient to you.

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 bank.

You will have to sign the payment using a code from your authorization 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.

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. Click on the profile icon on the top right corner and activate Biometry.

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. 
 

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. Click on the profile icon on the top right corner and activate Face ID or Touch ID.

If you receive a "Something went wrong" message while setting up Face ID/Touch ID, please see the details here.

If you do not see Face ID/Touch ID in the Citadele app (More > Settings), there may be several reasons for this:

• You are logged in as a legal person

The Citadele app does not currently support Face ID/Touch ID for legal persons. 

• Face ID/Touch ID has been blocked

This can be easily checked by locking your phone, and next time you unlock it, your iPhone requests a code to unblock Face ID/Touch ID. After entering this code, when you lock and again try to unlock your phone, you should be able to use Face ID/Touch ID.

• Face ID/Touch ID has not been activated for the whole device

To activate Face ID/Touch ID in your phone settings, go to Settings > Face ID & Passcode. Here, you will be able to set up/change your device’s code, and set up and block Face ID/Touch ID.

• Your device has been jailbroken

Unfortunately, we cannot help you with this. For safety reasons, we block the use of various functions on compromised devices. 
 

• User not identified
• Incorrect username
• Identification not permitted. Please contact the bank by phone at +371 6701 0000, which operates 24 hours a day, or visit your nearest client service centre during bank working hours
• To be able to use the app, please log in to the online bank and fill in a client survey
• Incorrect code
• Do not receive a SMS with a code
• Login name blocked

Problem: When I enter my username and password, I receive the message “User not identified”.
Solution: Check the username and password you entered. Use the eye symbol to check that the password you entered is correct. Check you didn’t include any hidden, invisible characters. Hidden symbols often appear if a password is copied and pasted rather than written. Check that there are no spaces before or after the username.

You can find out the Login name of the Online Bank in the signed application "Confirmation of receipt of services". If the password is incorrect, use the option to change the password remotely - in the first view of the Online bank press the Forgot password button and follow the instructions.

Problem: When I enter my username and password, I receive the message “Incorrect username”. 
Solution: Carefully check the username you entered, check that there are no spaces before or after the username. 

Problem: When I enter my username and password, I receive the message “Identification not permitted. Please contact the bank by phone at +371 6701 0000, which operates 24 hours a day, or visit your nearest client service centre during bank working hours.”
Solution: Your code card or code calculator has been blocked. Please contact the bank by calling +371 6701 0000 or visit your nearest branch to receive a new code card/code calculator. 

Problem: When I enter my username and password, I receive the message “To be able to use the app, please log in to the online bank and fill in a client survey.” 
Solution: You must log in to the online bank and fill in a client survey there so that you can continue to use the bank’s services. All clients must update the survey once a year, as stated by law. 

Problem: When I enter my username and password, then an authorisation code, I receive the message “Incorrect code”. 
Solution: Check the code you have entered from your code card or code calculator, as you have entered the incorrect code.

Problem: You do not receive a SMS with a code
Solution: Check your phone settings to see if the bank phone number +371 2930 0300 is not in the list of blocked numbers. Also, if you have changed your phone number and have not notified the bank, please contact us and inform us of the new phone number.

If you changed your phone number and notified the bank by phone within the last 5 days, call the bank if you need a new password, because in this case it is not possible to reset it remotely.

Login name blocked: Please note that if you enter the wrong password 5 times, your login name will be blocked for 5 minutes. And then you can try 5 more times. But it is better to immediately use the option to change the password remotely - press the "I forgot my password" button on the first Internet banking screen and follow the steps.

How do I register?

Log in to the Citadele app, click on the profile icon on the top right corner and then choose Link phone number.
Next, complete the four-step registration process. 

1. Request an SMS code. 
2. Enter the code you receive via SMS. 
3. Select the account to which you would like to receive these payments.
4. Read the Instant Link registry terms and conditions, and confirm registration.

From this moment on, someone can send you money even if they only know your phone number!

This feature is not available if you are viewing the account of a legal entity, child, or other person account in the app.

How do I change the account to which my phone number is linked?

To change the account linked to payments to a phone number, click on the profile icon on the top right corner and then choose Link phone number.

There, you will see the account you have linked. When you click on this, you will be able to select any of your other accounts. Afterwards, do not forget to press Save in the upper right corner. 
 

If you have changed your phone number, don't forget to change it at the bank's contacts, take a look, How do I change my phone number (for contact and receiving SMS codes)?

After you log in successfully in Citadele mobile app, you will automatically view the overview screen. To access the screen from which you can make a payment from a template, you must select Payments at the bottom of the screen. You will also see the last recipients of your previous transfers.

Select bank templates to view all the bank’s templates.

Check the information in the template and enter the missing information.

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

Once the payment is done, you will see the confirmation on the screen.

It is possible to make a payment from a savings account in the mobile app. When making a transfer between your accounts, you will be offered the opportunity to pay today (then a commission fee will be applied for the transaction), or after 35 days, without additional commission fee.
It is also possible to pay bills and make other payments from the savings account, but in that case a commission fee will always be applied and an informative notification will be displayed in the app. See how to make payments in the mobile app.

Price List > Funds transfer from customer’s Savings Account

Viewing your account balance is one of the most used features in mobile app. To see the account balance in the Citadele mobile app, you need to log in. First view is your accounts and balance.
When you turn on the Quick Balance feature, you'll be able to see the balance in selected accounts in the Balance section of the app without signing in, as well as in a widget that can be set on the Android phone screen or iOS phones in the Today section.

The application may be connected using all authorisation devices issued by the bank, i.e. a code card, code calculators, MobileSCAN. However, it is most convenient to use the application with a PIN, fingerprint or FaceID (for iOS phones). If you have not yet used the MobileSCAN PIN, you can now easily activate it from your phone only.

You can copy an account number in the app, by simply holding your finger on the account number and using the additional options next to the account and selecting the option - Copy account number.

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

Activation of MobileSCAN and connection of app featrues is not mandatory, but it is highly recommended to fully enjoy all the benefits of Citadele mobile application.

• Payments between your accounts
• Payments to other accounts - both individuals and legal entities
• Payments from template or historical payment details
• Payments to the phone number.

Payments can only be made in EUR in the app.

An internet connection is required to download and use the functions offered in the application. An exception is payments with phone with NFC and the scanning of the MobileSCAN colour code in order to connect and use Online Banking on the computer – no internet connection is required. Remember, if you use MobileSCAN without the Internet, the 7-character authorisation code will have to be signed on your computer's Online Banking because to use the button ‘SEND’, an Internet connection is required.

For security reasons, we always recommend log out from your profile when you finish working with your mobile app.

No, it is not. When updating the application, your previous MobileSCAN, the previous PIN code and quick functions will be retained. If your phone supports fingerprints or FaceID (Apple phones), you can now also activate them.

Yes, it's possible. You can create a template by clicking Pay in the app. Below the (+) icon you will find the Create Template section.

If you have lost your phone, call us at +371 6701 0000. To identify yourself, you will need to provide your first name, surname and authorisation device number. You may also be asked to give the answer to your secret question.

You can also block access from your mobile phone or via Online Banking in the ‘Mobile Services’ section. Select the device and press ‘Disconnect’ to disable all the features connected in the phone.

This happens when the app cannot recognize your fingerprint three times in a row, or your face twice in a row. In these cases, you will automatically be asked to enter your PIN code.

If you add a new fingerprint or face to your phone, the fingerprint/facial recognition function will be blocked in the app for security reasons. If this is the case, you will have to reactivate the fingerprint/facial recognition function in the app in order to be able to use it again.

• Notifications on messages you receive in the bank chat. 
• Push notifications on payments and MobileSCAN confirmations. This service must be activated separately in the app. Read more on push notifications here.
• Notifications on incoming and outgoing payments.

Important! If you have not taken any banking actions, or submitted any payment or authorization confirmations, do not confirm any requests you may receive, and inform the bank instantly of this prohibited activity to receive further instructions.