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.

You can check your account balance in the online bank. When you log in to the online bank, you can see your account balance on the start page. Bear in mind that you will be shown Balance and Available Balance, which may differ. Your Available Balance is the real amount in your account. Your balance is the total including your available balance and any reserved sums for transactions which have taken place but have not yet been taken from your account.

To see how much you have reserved, click on the account that interests you, and you will see your transactions. You can also go to Accounts and Cards and select the account you want there.

When you click on Reserved Amount, you will see a list of transactions for which the funds have been reserved, but not yet transferred. This means that you have physically made the transaction, but the retailer has not yet submitted an application for the transfer of funds.

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.

• Login name blocked
• Device is locked
• User not identified (Incorrect user name and/or password)
• Do not receive SMS with a code
• If you cannot use or GO3 calculator
• Identification not permitted

Login name blocked. Please note that if you enter the wrong password 5 times, your login name will be blocked for 5 minutes. And then you can try 5 more times. But it is better to immediately use the option to change the password remotely - press the "Forgot password" button on the first Internet banking screen and follow the steps.

Device is locked: If you enter the wrong code from code (GO3) calculator, do not try to enter it more than 5 times, because then your device will be locked! You will need to call the bank to unlock it.

User not identified (Incorrect user name and/or password): Incorrect login name or password entered. You can find out the Login name of the Online Bank in the signed application "Confirmation of receipt of services" or in the Citadele mobile app, by clicking on the My profile icon, your login name will be indicated there. If the password is incorrect, use the option to change the password remotely - press the Forgot password button in the first view of the Online bank and follow the instructions.

If you do not receive an SMS with a code to connect to the Internet bank, check your phone settings to see if the bank phone number (29300300) is not in the list of blocked numbers. Also, if you have changed your phone number and have not notified the bank, please contact us and inform us of the new phone number.

If you changed your phone number and notified the bank by phone within the last 5 days, call the bank if you need a new password, because in this case it is not possible to reset it remotely.

If you cannot use or GO3 calculator: If your GO3 calculator does not have a working battery or is lost - visit a branch with an identity document (passport or ID card) to get a new one. However, if you have blocked your GO3 calculator by entering an incorrect code, contact us by calling 77 00 000.

Identification not permitted - your code calculator has been blocked. Please contact the bank by calling 77 00 000 or visit your nearest branch to receive a new code calculator.