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 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.