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How can we help with authorization device MobilleSCAN?

2. Problems with MobileSCAN

3. I'm not receiving a MobileSCAN push notification to confirm authorization

How do I reinstate MobileSCAN notifications for authorisation?

To reinstate MobileSCAN notifications, log in to the mobile app. Click on More, then find and click on the MobileSCAN icon.

In the upper right-hand corner is a cog icon. When you click on this, all your MobileSCAN devices will be shown.

Find your device and select it, then select Reinstate notifications.

What do MobileSCAN push notifications look like?

These notifications look just like other Citadele notifications, but when you click on them, you will be taken to the Citadele app.

In the Citadele app, you will have to confirm this request by entering the 5-digit MobileSCAN code, or biometric such as your finger print.

After you successfully confirm, you will see that you can continue on.

How do I know if I am receiving MobileSCAN push notifications?

You receive these notifications when you need to authorise and confirm that it is really you, for example, when you log in to the online bank. When you enter your username, we will send a MobileSCAN notification to your smart device which, when you open it, you can use to confirm your identity by entering your MobileSCAN code.

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What type of smartphone/phone do you have?

1. Android

What are the most common reasons for not receiving push notifications on my Android smartphone?

Sometime, notifications do not work because they are blocked for the whole device.
You can reinstate them in various ways depending on the phone manufacturer and Android version.
If you cannot find your device here, then you can try searching for official tutorials for your device.

Samsung, Huawei

Both of these manufacturers have similar notification management.

Go to Settings → Programmes → Citadele. Check that notifications are enabled.

You should also check whether Do Not Disturb is activated. You can do this under Settings → Notifications, and find Do Not Disturb. If it is activated, you will need to deactivate it, as this blocks notifications (may not be available on all devices).

Source: https://www.samsung.com/uk/support/mobile-devices/how-do-i-manage-notifications/

Source: https://consumer.huawei.com/en/support/content/en-us00754154/

Xiaomi

Go to Settings → Apps → Manage apps. Using the search bar, find Citadele and select the correct icon.

1) Click on Battery Saver and ensure that you have selected No Limitations.

2) Go back and open Other Permissions, and ensure that you have enabled:

Floating notifications
Lock screen notifications
Show notifications

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