ONLINE BANK

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 My Profile icon and there will be your Online Banking 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.

Session expiration –  This error occurs when the time period between initiating a query and entering a PIN is too long.

Incorrect PIN code - Don’t worry, it can happen to anyone! Pay attention and try again. Remember that if you enter PIN2 incorrectly three times in a row, you’ll need your Mobile-ID PUK code to unblock it.

The phone is not switched on - Make sure your phone is switched on and has a good signal. If everything seems fine, check to see if your phone services are limited due to unpaid bills, for example. If everything is still working, wait a few moments and try again: it’s possible that the error was caused by temporary signal problems.

You receive error incorrect username/password – If you receive this error message, please check if you have entered the correct Online Banking username. To be sure, check Where can I find my username for Online Banking?

If problems persist, please contact ID helpline +372 66 68 888 or read more here

Computer can’t detect ID card – Make sure Your ID-card is correctly inserted to the card reader and the ID-software is up to date. Check that the connection between the card reader and the computer is working. Many ID-card readers have a signal light. The most common explanations for the signal lights of the card reader are:

• The light is not on: the computer is not connected to the ID-card reader.
• The light is on: the connection between the computer and card reader is working. 
• The light is blinking: the connection between the computer and card reader is working and the computer is actively trying to get information from the card reader/card.  

If you have no signal light on your reader, you simply have to test the reader’s functionality using trial and error. If there is no connection between the card reader and the computer, try reconnecting the ID-card’s cable with the computer. Make sure that the card reader’s USB end is fully/deeply inserted into the computer port, and if possible, check whether another USB port works better.

You receive error incorrect username/password – Please note that if you are digitally onboarded customer, your ID-card is not automatically added to you online banking contract. Please use MobileSCAN for connecting to Online Bank. For adding ID card as additional authorization device you need to contact the bank and sign additional amendment to online banking agreement.

Please ensure that you are not trying to log in to the Online Bank using an incognito browser mode. Use a regular browser tab to log in and see if the problem continues.

If problems persist, please contact ID helpline +372 66 68 888 or read more here.

• Login name blocked
• Device is locked
• User not identified (Incorrect username and/or password)
• Do not receive SMS with a code
• If you cannot use or GO3 calculator
• Identification not permitted

Login name blocked. Please note that if you enter the wrong password 5 times, your username will be blocked for 5 minutes. After this, you can try 5 more times. But it is better to immediately use the option to change the password remotely - press the "Forgot password" button on the first Online Bank screen and follow the steps.

Device is locked: If you enter the wrong code from code (GO3) calculator, do not try to enter it more than 5 times, because then your device will be locked! You will need to call the bank to unlock it.

User not identified (Incorrect username and/or password): Incorrect username or password entered. You can find out the Username of the Online Banking in the signed application "Confirmation of receipt of services" or in the Citadele mobile app, by clicking on the My profile icon, your username will be indicated there. 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.

If you do not receive an SMS with a code to connect to the Online bank, check your phone settings to see if the bank phone number (+372 29300300) 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.

If you cannot use or GO3 calculator: If your GO3 calculator does not have a working battery or is lost - visit a branch with an identity document (passport or ID card) to get a new one. However, if you have blocked your GO3 calculator by entering an incorrect code, contact us by calling +372 77 00 000.

Identification not permitted - your code calculator has been blocked. Please contact the bank by calling +372 77 00 000 or visit your nearest branch to receive a new code calculator.

To log on to the Online Bank, you must enter your username  and personal code or mobile phone number into the log in field. Afterwards, press Continue, and you will be forwarded to the next log in step.

In the next step you will see a QR code, and you will receive a push notification on your phone. When you click on this notification, the Citadele app will open on your phone. Complete authorisation using Face ID, finger print or PIN code. The code underneath the QR code will be filled in automatically.

Please pay attention to which authorisation device menu you open! The menu must be the same as your authorisation device name.

You can check your account balance in the Online bank. When you log in to the Online bank, you can see your account balance on the start page. Pay attention to two key balances:
Balance: this is the total amount in your account, including any reserved sums for pending transactions.
Available Balance: the real amount in your account that you can use for spending
Bear in mind that these two may differ. 

To see how much you have reserved, click on the account that interests you, and you will see your transactions. You can also go to Accounts and Cards and select the account you want there.

When you click on Reserved Amount, you will see a list of transactions for which the funds have been reserved, but not yet transferred. This means that you have physically made the transaction, but the retailer has not yet submitted an application for the transfer of funds.