If you have changed the phone, download Citadele application on your new phone. After downloading, press the ‘Login’ button, enter the Online Banking login name, password and set up your MobileSCAN, i.e. create the application PIN code and activate fingerprint or FaceID (if supported by the phone). If you have previously used Quick Balance or phone purchases, you need to re-enable these features in your new phone.

Do not forget to disable all connected features in your old phone. You can easily do this in the ‘Settings’ section by disconnecting the device (if the old phone is still available) or in the ‘Mobile Services’ section of Online Banking.

No, it is not. When updating the application, your previous MobileSCAN, the previous PIN code and quick functions will be retained. If your phone supports fingerprints or FaceID (iPhone phones), you can now also activate them.

Citadele mobile application is available to the users of Android (from 5.0) and Apple iOS (from 11.0) mobile operating system devices.

Control number is four-digit number, that appears to clients both on the Online Banking and in the mobile application. It is designed for comparison, so that the customer can be sure that it is the same transaction shown in the mobile application and in the Online Banking. The control number needs to be compared very carefully, as it is a testimony that the client is signing the transaction that is made via the Online Banking.

If the mobile device is set to automatically update mobile applications, the application will update itself. If the automatic updating of mobile applications is not set, you will get a message that it is possible to update the version of Citadele mobile application.

A new version of the application will be gradually available to all clients within about a month. It is most convenient to set up automatic updates for applications on Google Play or AppStore, and when the update is available to you it will update itself. This is the quickest way to get the latest features.

1. In cases when the mobile app has not recognized the fingerprint three times in a row. In such cases, you will be automatically offered to enter your PIN code.
2. If you are an iOS phone user, the TouchID function can be blocked by the phone operating system. This happens, for example, when a fingerprint on the phone is not recognized eight times in a row. In this case, you need to unlock the fingerprint feature on your phone first to be able to use it again in the mobile app.
3. If you add a new fingerprint to your phone, the fingerprint feature will be disabled in the mobile app for security reasons. In this case, you need to reactivate your fingerprint in the mobile app so you can use it again to log in or confirm payments.