Authentication and payment confirmation methods

1. Enter the Citadele online bank.

2. On the left-hand side, open Mobile Services. Bear in mind that this is only available if you are the account holder.

3. Read the information displayed and click Activate MobileSCAN.

4. In the mobile device for which you wish to activate MobileSCAN, open the Citadele app and click MobileSCAN.

5. You will open a screen from which you can begin activating MobileSCAN.

6. In the online bank, click Scan Code.

7. In the app, click Activate, and your camera will open, which you can use to scan the colourful code in the online bank.

8. Choose a 5-figure PIN code which you will use to log onto the the online bank or app, and enter it into your mobile device.
Enter your PIN again.

9. The screen of your device will show an activation code.

10. Enter this code into the online bank in the MobileSCAN activation code field, and press Continue.

11. You will receive an SMS (if you use Digipass GO3) with a number code.

12. Enter this code and the requested code from your GO3 code in the online bank.

13. If you use Digipass 320 for authorisation, you will only need to enter your Digipass 320 code.

14. Click Complete, and MobileSCAN is activated!

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

MobileSCAN limits can be increased:

• in the online bank;
• at a branch by appointment (except in cases with non-secure devices).

Important! Limits for single payment in mobile application is 10 000 Euros, no matter how high the MobileSCAN limits are.

More about MobileSCAN
Transaction limits

If you have forgotten your existing MobileSCAN PIN code, and you cannot log in to the Citadele app, you must disconnect and reactivate MobileSCAN in the app. The bank does not save your MobileSCAN PIN code anywhere, so we cannot remind you. To disconnect your existing MobileSCAN:

1. Open the app and click on MobileSCAN.

2. In the upper right hand part of the screen, click on the MobileSCAN settings icon.

3. Open device information and click on Disconnect this MobileSCAN device.

To reinstall MobileSCAN, if you have a private customer account with the bank, you can only activate MobileSCAN in the app:

1. Click on Log In.

2. Enter your online bank username and password.

3. MobileSCAN activation will begin automatically.

4. Ensure that this phone number is under your control and click Receive SMS.

5. Enter the code you receive by SMS

6. Enter and confirm your new PIN code.

7. Activate the use of biometrics (fingerprint, facial recognition or iris), if your phone offers this, and you have activated the use of biometrics for unlocking your phone.

8. MobileSCAN has been activated!

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

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

If you are acting on behalf of another person (you do not have your own Citadele account), then in order to reactivate MobileSCAN, you must visit a branch and bring your old MobileSCAN license.

If you previously used a device with full MobileSCAN limits, then, when you purchase a new device, you must activate activate MobileSCAN on it using the online bank by using your previous device with full MobileSCAN limits. In this case, your new device will automatically maintain your full MobileSCAN limits. To activate MobileSCAN through your online bank, please follow the instructions shown here.

If you can't use your previous MobileSCAN device for activating the new one, please follow instructions shown below.

1. Open the Citadele app and select Log in.
If your app was transferred from your old device or reinstated from backup, you will have to delete it and reinstall from AppStore/Google Play.

2. Enter your username and password, and press Continue. Please contact the bank to ask your password.

3. After logging in, you will be taken to the MobileSCAN activation screen.

4. Check that the phone number is correct and select “Receive SMS”. If the number is incorrect, please contact the bank to change your contact details.

5. You will receive an SMS with a number code. If it does not arrive, press Resend SMS (the button will become active 30 seconds after the first SMS attempt).

6. Enter the code you receive by SMS into the app.

7. Create a five-digit PIN code which you will use to access the online bank or app, and enter it into the app.

8. Re-enter your PIN, and your MobileSCAN has been activated.

9. If your mobile device is fitted with TouchID or FaceID, and you wish to activate this within the Citadele app, click Activate Now and follow the instructions.

10. Your MobileSCAN has been activated!

By activating MobileSCAN in the mobile application, transaction limits are 3000 Euros for single payment and 3000 Euros per day.

MobileSCAN limits can be increased without visting the branch according to the instructions found here.

Important! Limits for single payment in mobile application is 10 000 Euros, no matter how high the MobileSCAN limits are.

More about MobileSCAN
Transaction limits

Make sure your camera lens is clean, there is enough light in the room, and try bringing your phone closer/further away from the image.

If you receive push notifications, but the code is not automatically copied from the screen, then you must write in the code you see on your phone screen manually.

If you have not received any push notifications, ensure that these notifications are not blocked on your device. To activate them on your phone, open your settings: Settings → Citadele app → Activate notifications.

If these steps do not help, we suggest that you reinstall the MobileScan authorisation tool.

Bear in mind: when you install the MobileSCAN tool on your app, transaction limits are 3000 EUR for one payment and 3000 EUR per day. If you wish to increase transaction limits, you must visit a branch in person.

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.