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How can we help with Online banking?

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What authentification device you are using to login to Online banking??

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Are you joining Online banking first time?

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Do you know username of your Online Banking?

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Where can I find my username for Online Banking?

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 SMS to the phone number you indicated.

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

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Did you get to the authorization window?

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What actions are you having problem with?

What if I can’t scan the QR code?

Make sure your camera lens is clean, there is enough light in the room, and try bringing your phone closer/further away from the image.

If you receive push notifications, but the code is not automatically copied from the screen, then you must write in the code you see on your phone screen manually.

If you have not received any push notifications, ensure that these notifications are not blocked on your device. To activate them on your phone, open your settings: Settings > Citadele app > Activate notifications.

If these steps do not help, we suggest that you reinstall the MobileScan authorisation tool.

Bear in mind: when you install the MobileSCAN tool on your app, transaction limits are 3,000 Euro for one payment and 3000 E,uro per day. If you wish to increase transaction limits, you must visit a branch in person.

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