Authentication and payment confirmation methods

Card replacement is when you order the same card and maintain your existing account. 

Cards can be replaced when: 

• The card has been stolen; 
• The card has been lost; 
• You have forgotten your PIN code; 
• You left your card in an ATM; 
• The card is past its expiration date; 
• The cardholder’s name and/or surname has changed; 
• The card has been damaged; 
• There are suspicions of fraud; 
• You have not received your card (from the branch/ by mail).

To replace your payment card, you need to log in to the Online bank, click on Accounts and Cards, and select Replace existing card.

When you click on Replace existing card, you must fill in all the required fields. Compulsory fields are marked with an asterisk. Some fields will be automatically filled in. Please check whether the information is correct, and adjust if necessary.

Some fields contain control mechanisms, and you will see a warning if you have entered incorrect information. If this is the case, find the incorrect information and make corrections.

After you enter your details, you must sign your application and submit. Click on Next and confirm the payment with your authorisation device. You can always check the status of your application under Document History.

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. Pay attention to two key balances:
Balance: this is the total amount in your account, including any reserved sums for pending transactions.
Available Balance: the real amount in your account that you can use for spending
Bear in mind that these two may differ. 

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.

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 Order to Bank.

Fill in the following sections: 

• Topic: Increasing MobileSCAN limits
• Account number for authorisation: select any of your accounts from the list
• Order text: 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 +370 6 701 0000 and inform the operator that you have submitted an application to increase your MobileSCAN limit.

Be ready to identify yourself over the phone. 

The limits of payments made in Citadele Online Bank depend on the limits of the login tool you use and the limits set in your Online Banking Agreement. Transaction limits are described here. You can change the daily transaction limits by submitting an application (FFO) via Online bank or in branch.

You can also check authorisation device limits in your Online Bank by choosing "Payments limits". 

• Contact telephone number 19091 or reach any Citadele customer service department.
• Look for answers in frequently asked questions.
• Look for answers in internet bank manual.
• Look for an answer Internet Bank user guide.

To prevent unauthorized access of others to Citadele Internet Banking, do not provide your login and password to other persons and do not send your data via email.
If you receive emails or calls from people who want to receive your passwords, remember that bank staff will never ask you to reveal your passwords. If this information is disclosed, you will lose a password card or code generator, contact us immediately at 19091.