- 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.
