Authentication and payment confirmation methods

If you have forgotten your existing MobileSCAN PIN code, and you cannot log in to the Citadele app, you must disconnect and reactivate MobileSCAN in the app. The bank does not save your MobileSCAN PIN code anywhere, so we cannot remind you. To disconnect your existing MobileSCAN:

1. Open the app and click on MobileSCAN.

2. In the upper right hand part of the screen, click on the MobileSCAN settings icon.

3. Open device information and click on Disconnect this MobileSCAN device.

To reinstall MobileSCAN, if you have a private customer account with the bank, you can only activate MobileSCAN in the app:

1. Click on Log In.

2. Enter your online bank username and password.

3. MobileSCAN activation will begin automatically.

4. Ensure that this phone number is under your control and click Receive SMS.

5. Enter the code you receive by SMS

6. Enter and confirm your new PIN code.

7. Activate the use of biometrics (fingerprint, facial recognition or iris), if your phone offers this, and you have activated the use of biometrics for unlocking your phone.

8. MobileSCAN has been activated!

Bear in mind that, if you reinstall MobileSCAN in the app, transaction limits will be 3000 EUR for one payment and 3000 EUR per day. If you wish to increase your transaction limits, you will have to visit a branch in person. 

Important! The limit for one payment on the app is 10 000 EUR, regardless of other MobileSCAN limits.

If you are acting on behalf of another person (you do not have your own Citadele account), then in order to reactivate MobileSCAN, you must visit a branch and bring your old MobileSCAN license.

You can reactivate MobileSCAN in online bank by following the instruction here or doing this straight in your mobile device!

If your app was transferred from your old device or reinstated from backup, you will have to delete it and reinstall from AppStore / Google Play.

To reactivate MobileSCAN in your phone app, you will need to verify yourself with a selfie and a personal ID document. First open the Citadele app and select Log in.

Enter your username and personal code or phone number, and press Continue. If you can't remember your username, take a look here. 
Keep in mind that this phone number must match the number listed in your contact information. 

You will be taken to the MobileSCAN activation screen. Click on Continue. 

Follow the steps in your phone and MobileSCAN will be ready to use. 

Please note that this functionality is available for app version 45.6 (or newer) for iOS or 45.5 (or newer) for Android.

If you are Citadele´s customer, one of the ways that you can obtain MobileSCAN license individually in your own Online bank. 

If you are just overseeing other customer´s accounts and you have not perviously used MobileSCAN, you should contact our customer support for further instructions. 

1. Log into the Citadele online bank Citadele online bank with any other available authorisation method, and on the left-hand side, choose Mobile Services.

Bear in mind that this is only available if you are the account holder!

2. Read the information displayed and click Activate MobileSCAN.

3. In parallel, take the mobile device for which you wish to activate MobileSCAN, open the Citadele app and click MobileSCAN on the welcome screen. You will see a screen from which you can begin activating MobileSCAN.

Make sure that you have reinstalled the application before starting the process! 

4. In the online bank, click Scan Code and use your phone to scan the colourful code from the online bank.

5. Next choose a 5-digit PIN code which you will use to log onto the the online bank or app and to authorise actions. You´ll have to re-enter the PIN again.

6. The screen of your device will show an activation code. This code must be entered to online bank in the MobileSCAN activation code field. 

7. You will see authorisation screen in online bank. Authorise the action with the device that you used to log into online bank! After that, click Continue on your mobile device.

And your MobileSCAN is activated!

MobileSCAN limits can be increased:

• in the online bank;
• at a branch by appointment (except in cases with non-secure devices).

Transaction limits

For us to consider increasing your MobileSCAN limits remotely, there are two things you must do: 

1.Submit an application. 
To do this, log in to the full version of online banking (through our website), and under Correspondence with Bank select Free form Order to the Bank.

Fill in the following sections: 

• Subject: Increasing MobileSCAN limits
• Account number for authorisation: select any of your accounts from the list
• Order: Fill in the text using this template: Please remotely increase my MobileSCAN limits, because … (describe the reason) 

Select Next and sign the order using a code from your authorisation device. 
You can check whether it has been successfully submitted to the bank in your Order History; you will see a “P” next to your order, which means that your application is being processed. 

2.Call the bank at 77 00 000 and inform the operator that you have submitted an application to increase your MobileSCAN limit.

Be ready to identify yourself over the phone. 

Log in to the Citadele app using MobileSCAN. Click on the profile icon on the top right corner and choose Change MobileSCAN PIN.

Follow the instructions that appear in the app 

1. Enter your existing MobileSCAN code.
2. Enter your new MobileSCAN code. 
3. Enter your new MobileSCAN code again.

Your MobileSCAN code has been changed.