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How can we help you with Online Banking?

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What authorization device are you using to access Online Banking?

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Do you know username of your Online Banking?

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Where can I find my username for 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 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. 

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Do you know your Mobile ID PIN codes?

What are the most common problems when trying to connect to Citadele Online Banking with Mobile-ID?

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

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