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How can we help with mobile app?

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Is this the first time you want to connect to Mobile App?

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Do you know your Online Banking username?

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Where can I find my username for online banking?

You created your username for the Online Bank when you submitted the application called “Application to Activate the Citadele Online Bank”. You can find your online banking username in this application under “Authorisation tool type”.

If you became a Citadele client remotely, you will find your username for the Online Bank in the application called “Confirmation of Receiving Services”, which you signed in the presence of a courier. If you became a client on the app and received your card by mail, you received your username by text to the phone number you indicated.

If you cannot find the application which contains your online banking username, you will have to visit a Citadele branch and bring a form of ID (passport or ID card).

If you have access to the Citadele app, log in to it, click on the My Profile icon, there will be your Online banking username.

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Do you know your Online Banking password?

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User not identified

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 - press the Forgot password button in the first view of the Online bank and follow the instructions.

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