ONLINE BANK

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 client on the app and received your X smart card by mail, you received your username by text 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).

If you have access to the Citadele app, log in to it, click on the My Profile icon, there will be your Online banking username.

Computer can’t detect ID card – Make sure Your ID card is correctly inserted to the card reader and the ID-software is up to date. Check that the connection between the card reader and the computer is working. Many ID-card readers have a signal light. The most common explanations for the signal lights of the card reader are:

• The light is not on: the computer is not connected to the ID-card reader.
• The light is on: the connection between the computer and card reader is working. 
• The light is blinking: the connection between the computer and card reader is working and the computer is actively trying to get information from the card reader/card.  
• If you have no signal light on your reader, you simply have to test the reader’s functionality using trial-and-error.

If there is no connection between the card reader and the computer, try reconnecting the ID-card’s cable with the computer. Make sure that the card reader’s USB-end is fully/deeply inserted into the computer port and, if possible, check whether another USB-port works better.

You receive error incorrect username/password – If you are digitally onboarded customer ID card is not automatically added to you online banking contract. Please use MobileSCAN for connecting to online bank. For adding ID card as additional authorization device you need to contact the bank and sign additional amendment to online banking agreement.

Make sure You are not trying to log in to the internet bank using an incognito browser mode. Use a regular browser tab to log in and see, if the problem continues.

If problems persist, please contact ID helpline (+372) 666 8888 or read more here.

If you do not yet have access to the Online Bank, you will have to visit your nearest branch, bringing a form of ID (passport or ID card). A branch employee will draw up an Online Bank agreement, while you will choose your own username and decide which authorisation tool to use - MobileSCAN, code calculator, Mobile ID and/or ID card.

If you cannot do this yourself, your authorised representative can come to the bank (with a notarised authorisation or an authorisation previously drawn up at the bank which states the right to open an Online Banking agreement in your name).

You don't have an account and access to the Online Bank. If you are willing to order new card and apply for Online bank access, you can do it remotely. Download Citadele app in your phone, choose an option "Become a customer" and fill application, receive ordered card by post and access to Online bank.

If you've had an access to Online bank before, please take a look in flow Disruptions to access the Online banking

If you have forgotten your password, you can renew it remotely like this (currently only using a code card, calculator or Digipass):

1. Go to internetbank online.citadele.lv and click on "Forgot password?";

2. Enter your username and mobile phone number. Bear in mind that your phone number must match the one registered with the bank (entered into your client information). Please also bear in mind that, if your phone number has changed, and you have notified the bank remotely within the past 7 days, you will not be able to renew your password remotely;

3. An SMS will be sent to your registered and entered phone number with a one-time passcode;

4. Once you receive the message, enter this code into the relevant field on screen;

5. Enter the SMS code again, and choose a new password.

Important! You can only change your password remotely using the online bank, it cannot be done in the app.

If you do not receive an SMS, use one of the following methods of unblocking your password, as well as to check your contact details registered with the Bank: call 77 00 000 or visit your nearest branch or representative abroad, bringing a form of identification (passport or ID card.

If you have not or cannot use GO3 / calculator - if you have blocked your GO3 / calculator by entering an incorrect code, contact us by calling 77 00 000.

To log on to the Online Bank, you must enter your username  and personal code or mobile phone number into the log in field. Afterwards, press Continue, and you will be forwarded to the next log in step.

In the next step you will see a QR code, and you will receive a push notification on your phone. When you click on this notification, the Citadele app will open on your phone. Complete authorisation using Face ID, finger print or PIN code. The code underneath the QR code will be filled in automatically.

Please pay attention to which authorisation device menu you open! The menu must be the same as your authorisation device name.

Session expiration – The time period between initiating a query and entering a PIN was too long.

Incorrect PIN code - It can happen to anyone! Pay attention and try again. Remember that if you enter PIN2 incorrectly three times in a row, you need your mobile-ID PUK code to unblock it.

The phone is not switched on - Make sure your phone is switched on and has a good signal. If everything seems fine, check to see if your phone services are limited due to unpaid bills, for example. If everything is still working, wait a few moments and try again: it’s possible that the error was caused by temporary signal problems.

You receive error incorrect username/password – If you are digitally onboarded customer Mobile ID is not automatically added to you online banking contract. Please use MobileSCAN for connecting to online bank. For adding Mobile ID as additional authorization device you need to contact the bank and sign additional amendment to online banking agreement.

If problems persist, please contact ID helpline (+372) 666 8888 or read more here

How do I access the Online Bank if I need to oversee another person’s accounts?
You must accompany this person to your nearest branch, and both of you must bring a form of ID (passport or ID card). A branch employee will draw up an Online Bank agreement, while you will choose your own username and decide which authorisation tool to use - MobileSCAN, code calculator, Mobile ID or ID card.

How do I access the Online Bank if I need to oversee a legal person’s accounts?
You must accompany the company’s signatory (statutory or power of attorney) to your nearest branch, and both of you must bring a form of ID (passport or ID card). A branch employee will draw up an Online Bank agreement, while you will choose your own username and decide which authorisation tool to use - MobileSCAN, code calculator, Mobile ID or ID card.