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How can we help with mobile app?

1. Connection and activation of Mobile App

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Do you want to move/transfer Mobile App to your phone from your previous smartphone?

1. Yes

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Do you know your Online Banking username?

2. No

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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 Citadele client remotely, you will find your username for the Online Bank in the application called “Confirmation of Receiving Services”, which you signed in the presence of a courier. If you became a client on the app and received your card by mail, you received your username by text to the phone number you indicated.

If you cannot find the application which contains your online bank username, you will have to visit a Citadele branch and bring a form of ID (passport or ID card).

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.

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Do you know your Online Banking password?

1. Yes

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What do I do if I transfer or reinstall my app to a new smart device?

When you purchase a new smart device, you need to download the Citadele mobile app to your new phone from the AppStore or Google Play. If the app is “transferred” from your previous phone (many phone manufacturers offer this option) or reloaded from your previous phone using a back-up function, many of the standard app functions won’t work completely (TouchID/FaceID, notifications, loans, etc.). Therefore, even if the app has been transferred, you should delete and reinstall it from the AppStore or Google Play.

Citadele app is supported on Apple iOS from version 17.0, Android from version 10.0. If you have a smartphone which does not support Google Play (such as Huawei P40), you will be unable to use the Citadele app and its benefits.

When you re-install the app, you must log in using your online banking username and personal code / phone number, before reactivating MobileSCAN, the use of biometrics, notifications and other functions—these will only work for the app in which they have been activated. See more about mobile app features here.

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