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How can we help with authorization device MobilleSCAN?

3. Problems with MobileSCAN

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2. Does not offer biometry

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What type of smartphone/phone do you have?

1. iOS (Apple)

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How to activate Face ID and Touch ID on the Citadele app?

Log in to the Citadele app using MobileSCAN. Click on the profile icon on the top right corner and activate Face ID or Touch ID.

What does deactivated Face ID/Touch ID look like?

What does activated Face ID/Touch ID look like?

If you do not see Face ID/Touch ID in the Citadele app (More → Settings), there may be several reasons for this:

You are logged in as a legal person

The Citadele app does not currently support Face ID/Touch ID for legal persons.

Face ID/Touch ID has been blocked

This can be easily checked by locking your phone, and next time you unlock it, your iPhone requests a code to unblock Face ID/Touch ID. After entering this code, when you lock and again try to unlock your phone, you should be able to use Face ID/Touch ID.

Face ID/Touch ID has not been activated for the whole device

To activate Face ID/Touch ID in your phone settings, go to Settings → Face ID & Passcode. Here, you will be able to set up/change your device’s code, and set up and block Face ID/Touch ID.

Your device has been jailbroken

Unfortunately, we cannot help you with this. For safety reasons, we block the use of various functions on compromised devices.

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We encourage you to contact us so that we can answer your question

Please describe the problem, leaving your contact information, and we will contact you by email. If the question is urgent or involves confidential data, call 77 00 000. In order for us to reach you in connection with the provision of the service, we ask you to provide your personal data correctly. They will be processed in accordance with the Privacy Protection Rules by JSC "Citadele banka".

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