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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. 

Make sure your camera lens is clean, there is enough light in the room, and try bringing your phone closer/further away from the image.

If you receive push notifications, but the code is not automatically copied from the screen, then you must write in the code you see on your phone screen manually.

If you have not received any push notifications, ensure that these notifications are not blocked on your device. To activate them on your phone, open your settings: Settings → Citadele app → Activate notifications.

If these steps do not help, we suggest that you reinstall the MobileScan authorisation tool.

Bear in mind: when you install the MobileSCAN tool on your app, transaction limits are 3000 EUR for one payment and 3000 EUR per day. If you wish to increase transaction limits, you must visit a branch in person.