Decision tree

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. 

• User not identified
• Incorrect username
• Identification not permitted. Please contact the bank by phone at +372 77 00 000, 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

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.

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 +372 77 00 000 or visit your nearest client service centre during bank working hours.”
Solution: 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. 

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 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 (+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.