ONLINE BANK FOR BUSINESSES

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.

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 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

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 client on the app, you received your username by text to the phone number you indicated.

If you have access to the Citadele app, log in to it, click on the profile icon on the top right corner, under your name and surname will be your online bank username.

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) or contact us by calling +372 77 00 000. 

If you have forgotten your password, you can renew it remotely following these steps (currently only using a PIN calculator or Digipass):

1. Visit the Online Bank at online.citadele.lv and click on “Forgot password?”

2. Enter your username and mobile phone number. Make sure your phone number matches the one registered with the bank (the one in your client information). Note that if your phone number has changed and you’ve notified the bank within the past 7 days, remote password renewal won’t be possible. 

3. An SMS will be sent to your registered phone number with a one-time passcode. Once you receive the message, enter this code into the relevant field on screen.

5. Enter the SMS code again, and choose a new password, repeat it and click "Save". 

Remember! You can only change your password remotely using the Online Bank, not the mobile app.

If you do not receive an SMS, here are alternative methods to unblock your password and verify your contact details, including your phone number:

• call +372 77 00 000
• visit our branch and bringing a form of identification (passport or ID card).

If you’re unable to use the GO3 calculator due to a block caused by an incorrect code, contact us by calling +372 77 00 000.

In case you have forgotten your PIN for MobileSCAN, follow the instruction here.