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.
How do I reinstall MobileSCAN if I forget my PIN code?
If you have forgotten your existing MobileSCAN PIN code, and you cannot log in to the Citadele app, you must disconnect and reactivate MobileSCAN in the app. The bank does not save your MobileSCAN PIN code anywhere, so we cannot remind you. We recommend doing this if you know your online banking username and password, and if your phone number has been registered with us (this is where we will send your authorisation SMS).
7. Activate the use of biometrics (fingerprint, facial recognition or iris), if your phone offers this, and you have activated the use of biometrics for unlocking your phone.
Bear in mind that your MobileSCAN transaction limits will be 3000 EUR for one payment and 3000 EUR per day. If you wish to increase your transaction limits, you will have to visit a branch in person.
If you are acting on behalf of another person (you do not have your own Citadele account), then in order to reactivate MobileSCAN, you must visit a branch and bring your old MobileSCAN license.
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