Mobile app

Our updated mobile app follows a phased release process to ensure a smooth transition for all users. After extensive testing and quality checks, the new version is gradually rolled out to users in stages. This helps us monitor the update’s performance and address any unexpected issues. Depending on your device’s operating system (iOS or Android), you may receive the update at different times. You’ll be notified when the new version is available for you to download and install from your App Store/Google Play.

If you have lost your phone, call us at +370 5 221 9091. To identify yourself, you will need to provide your first name, surname and authorisation device number. You may also be asked to give the answer to your secret question.

You can also block access from your mobile phone or via Online bank in the ‘Mobile Services’ section. Select the device and press ‘Disconnect’ to disable all the features connected in the phone.

Citadele mobile application may be downloaded to multiple mobile devices.

Citadele mobile application may be downloaded from Google Play (Android) or Apple Store (iOS).

It is allowed. Templated created in the mobile app are immediately visible in the online bank and vice versa - after creating a template in the online bank, it will be immediately displayed in the mobile app. Payments in the mobile app can only be made in euros.

The limits of payment orders depend on the connection tool with which the user connected to the mobile application, the limits and the limits set in the internet bank agreement. The limits of the means of connection are specified on the bank's website for Private customers -> Means of connection -> Limits of means of connection.

Yes, changing mobile devices requires a re-download of the Citadele mobile app. Please note that if you are using the MobileSCAN login tool, it should be reactivated on the new device (Is it necessary to re-download the Citadele mobile app when changing mobile devices?).

Viewing the account balance is one of the most commonly used functions of bank's mobile application. To see your account balance you must log in to Citadele mobile application.

All authentication tools can be used to log in to your account via Citadele mobile application – mobile signature, code card or PIN generator. Only one type of authentication tool may be used during one session on the mobile application.

For security purposes it is recommended to always log out of your account after finishing work.

This happens when the app cannot recognize your fingerprint three times in a row, or your face twice in a row. In these cases, you will automatically be asked to enter your PIN code.

If you add a new fingerprint or face to your phone, the fingerprint/facial recognition function will be blocked in the app for security reasons. If this is the case, you will have to reactivate the fingerprint/facial recognition function in the app in order to be able to use it again.

Yes, the Citadele mobile app allows you to make payments between your accounts and to other accounts at Citadele Bank and accounts held at other banks. You can create a completely new payment or make a payment using your own payment templates. Blanks created in the mobile app are immediately visible in the online bank and vice versa - after creating a blank in the online bank, it will be immediately displayed in the mobile app. Payments in the mobile app can only be made in euros.

The user must have a mobile device with Android (starting from version 9.0) or Apple iOS (starting from version 16.0) operating system.

It is allowed. One user can have access to other customer accounts. For this, the customer/customer's representative should visit the bank branch together with the internet bank user and submit a request specifying all the user's rights. The user can switch to another client's account by selecting the "Profile" section in the Internet bank and mobile app.

Yes. To view recent payments, open Accounts and select the necessary account.

The beneficiary can be found using the icons of most popular beneficiaries or by entering the first three characters of the beneficiary's name or IBAN account in the search box.

There could be several reasons. 

- Face ID/Touch ID has been blocked.
This is easy to check by locking your phone and seeing if your phone asks for a code to unblock Face ID/Touch ID when you next unlock your phone. After entering your code, the next time you lock and unlock your phone, Face ID/Touch ID will have been reactivated. 

- Face ID/Touch ID is not activated on your device overall.
iOS (Apple) users: To activate Face ID/Touch ID in your phone settings, click on profile icon, choose Face ID > Passcode. Here, you can set up/change your device code, and set up or block Face ID/Touch ID. 
Android users: Go to your device settings and select the function which activates biometrics. 

- Your device is jailbroken/rooted (you have installed an unofficial OS version which could impact the security of your device). 
For security reasons, the app blocks access to several functions and the use of services on devices with compromised security.
 

Citadele bank mobile application can be used by the users of mobile devices with Android and Apple iOS operating systems.

• Notifications on messages you receive in the bank chat. 
• Push notifications on payments and MobileSCAN confirmations. This service must be activated separately in the app. Read more on push notifications here.
• Notifications on incoming and outgoing payments.

Important! If you have not taken any banking actions, or submitted any payment or authorization confirmations, do not confirm any requests you may receive, and inform the bank instantly of this prohibited activity to receive further instructions.
 

In order to download the application and use its functions, the user has to connect to the internet.