ONLINE BANK

If you have forgotten your password, you can renew it remotely like this (currently only using a code card, calculator or Digipass):

1. Go to online.citadele.lv and click on "Forgot password?".

2. Enter your username and mobile phone number. Bear in mind that your phone number must match the one registered with the bank (entered into your client information). Please also bear in mind that, if your phone number has changed, and you have notified the bank remotely within the past 7 days, you will not be able to renew your password remotely

3. An SMS will be sent to your registered and entered phone number with a one-time passcode

4. Once you receive the message, enter this code into the relevant field on screen

5. Enter the requested code from the code card, calculator or Digipass.

6. Enter the SMS code again, and choose a new password.

Important! You can only change your password remotely using the online bank, it cannot be done in the app.

If you do not receive an SMS, use one of the following methods of unblocking your password, as well as to check your contact details registered with the Bank:

1. contact us by calling +371 6701 0000.
2. visit your nearest branch or representative abroad, bringing a form of identification (passport or ID card).

If you have not or cannot use a code card or GO3 / calculator - visit our branch with an identity document (passport or ID card), where you will be issued a new code card. However, if you have blocked your GO3 / calculator by entering an incorrect code, contact us by calling +371 6701 0000.

When you open the online bank, select Code Card/Code Calculator.

To log into the online bank, you must enter your online banking username and password into the login fields. Then select Continue, and you will be forwarded to the second step.

The next step will be entering a code from your code card.

If you are logging in for the first time, or you are asked to change your online banking password due to it being in use for a long period of time, there will be a third step: entering a code you receive by SMS. For security purposes, your will have to enter an SMS code every 90 days.  
If you are unable to log into the online bank, for example, if you have an incorrect username or password, we suggest following the advice on Disruptions to access the Online banking.

When you go to the online bank, select MobileSCAN/Digipass 780.

To log on to the online bank, you must enter your username  and personal code or mobile phone number into the log in field. Afterwards, press Continue, and you will be forwarded to the next log in step.

In the next step you will see a QR code, and you will receive a push notification on your phone. When you click on this notification, the Citadele app will open on your phone. Complete authorisation using Face ID, finger print or PIN code. The code underneath the QR code will be filled in automatically.

If you have trouble connecting to the Online Bank, take a look here.
If you want to reactivate MobileSCAN, see the instructions here.

Card replacement is when you order the same card and maintain your existing account. 

Cards can be replaced when: 

• The card has been stolen; 
• The card has been lost; 
• You have forgotten your PIN code; 
• You left your card in an ATM; 
• The card is past its expiration date; 
• The cardholder’s name and/or surname has changed; 
• The card has been damaged; 
• There are suspicions of fraud; 
• You have not received your card (from the branch/ by mail).

If your card is stolen or lost, block it in Citadele mobile app or contact the bank by calling 6701 0000.

To replace your payment card, you need to enter the online bank, click on Accounts and Cards, and select Replace existing card.

When you click on Replace existing card, you must fill in all the required fields. Compulsory fields are marked with an asterisk. Some fields will be automatically filled in. Please check whether the information is correct, and adjust if necessary.

Some fields contain control mechanisms, and you will see a warning if you enter incorrect information. If this is the case, find out the correct information and make corrections.

After you enter your details, you must sign your application and submit. Click on Next and confirm the payment with your authorisation device. You can always check whether your application has been completed under Document History.

Within 3 working days, the card will be prepared and sent to your specified address.

If you can not access the Online banking, please take a look in flow Disruptions to access the Online banking.

To make a payment in Euro to be sent outside of the European Economic Area (which includes the European Union member states, Iceland, Switzerland, Liechtenstein and Norway), go to Payments in the Online Bank and choose New Payment.

When you open a New Payment, the form is the same as for a SEPA payment. As soon as you enter the recipient’s bank account, which will be recognised as belonging to a bank outside of the European Economic Area, additional fields for adding the necessary information will appear.

To make the payment, you must complete all the requested fields. Compulsory fields are marked with an asterisk. Some fields have inbuilt control mechanisms, with incorrect details triggering a warning. In this case, check the information and make any corrections. Bear in mind that the information required to complete the payment may differ depending on the country to which the payment is being made.

Special requirements when making payments in specific currencies:

• Payments in US Dollars (USD): the recipient’s address must be entered.
• Payments to the United Arab Emirates: when making payments to this country, you must include a Purpose of Payment code comprised of 3 capital letters. This must be entered into the Payment Description field before writing the description. For example: TKT, Tickets. The Purpose of Payment code can be obtained from the recipient, and must be written in English. Without the Purpose of Payment code, the payment will be declined.
• Payments to Canada: payments in any currency to Canadian bank accounts require the beneficiary’s address (street and city). The beneficiary’s address may be provided in the field Beneficiary Name of the payment order. If you are importing XML payment orders to the Internet Bank, please remember to provide the beneficiary’s address as well.

After you enter the payment information, you have to sign and complete the payment. Click “Next” and confirm the payment with your authorisation tool. You can always check the payment status under Payment History. If necessary, you can save the payment as a PDF in Payment History.

Information about payment fees you will find in Price list.

If you can not access the Online banking, eg wrong username, password, please take a look in flow Disruptions to access the Online banking.

See instruction, how to find out the payment limits for your authorization device (code card, code calculator or MobileSCAN).

You can check your account balance in the online banking. When you log in to the online bank, you can see your account balance on the start page. Bear in mind that you will be shown Balance and Available Balance, which may differ. Your Available Balance is the real amount in your account. Your balance is the total including your available balance and any reserved sums for transactions which have taken place but have not yet been taken from your account.

To see how much you have reserved, click on the account that interests you, and you will see your transactions. You can also go to Accounts and Cards and select the account you want there.

When you click on Reserved Amount, you will see a list of transactions for which the funds have been reserved, but not yet transferred. This means that you have physically made the transaction, but the retailer has not yet submitted an application for the transfer of funds.

If you can not access the Online banking, please take a look in flow Disruptions to access the Online banking.

To update your phone number, go to the Online Bank under Parameters > Contact Information.

Under Customer Information, check that your declared address is correct.

If your address has not changed, select No.
You can change your phone number under Mobile Phone.

You can also add a phone number for when you are abroad. Enter the country code and your phone number, and select Next.

Confirm your changes with your authorisation device: MobileSCAN, code card or GO3/calculator.
If you choose to only change your phone number, this will happen as soon as the changes are confirmed.
You can follow the progress of your request in the Online Bank under Document History.

If you cannot access the Online Bank because you have changed your phone number and do not have access to the old one, contact us by calling +371 6701 0000. Be ready to state your password so that we can identify you.