Customer services during state of emergency

Due to the state of emergency which has been declared within Estonia, we are implementing changes to customer service for the benefit of our clients’ health and to help stem the spread of COVID-19. From 20.03.2020, our office only serve clients by appointment. We remind clients that most of our products and services, as well as client support, are available remotely, so we encourage people to carefully consider whether they need to visit a branch.

Frequently asked questions


Loan break

In response to doubts over the impact of Covid-19 on the economic situation of households, we are offering the option of delaying base loan repayments.

Offer does not apply to minimum credit card payments.

More info on loan break

Pay bills remotely

Pay bills quickly, conveniently and simply through the online bank or app, where instant payments are available 24 hours a day for situations in which a transfer can’t wait.

Client support 24/7

We are also available to our clients during the state of emergency 24 hours a day through multiple channels: the mobile app and online bank chats, WhatsApp chat (phone number +371 28660011), social media, by calling 7700 0000, or by writing to Write or call, and we will help you solve any issue remotely. Please be understanding if the call queue has a longer wait than usual.

Mobile app

A bank branch in your pocket. See your quick balance, make payments and manage your cards. You can activate and block cards or change their PIN codes even if you cannot remember the old one.

Contactless payments

During the state of emergency we recommend shopping online. However, if you visit a store, it is better to pay using a contactless option rather than with cash—this will help to stem the spread of the virus. Citadele clients can use contactless cards (PIN-free limit: 50 EUR), NFC phone payments (for Android devices) or Apple Pay. You can activate contactless payments for your card or phone through the app.

How to activate contactless payments?
How to activate Apple Pay?

Online bank

Using the online bank, you can update your contact information (including updating your passport or ID card), order a new card or block your existing card, set up or disconnect various services using a free-form application, and open a savings account for an additional safety net.