How to restore login and MobileSCAN functionality in the Citadele mobile app for iPhone users

We've identified that some iPhone customers are having trouble with login and MobileSCAN in our app. Fixing this is our top priority, and we're already working on a solution. In the meantime, we are sharing a few quick steps that will work as a workaround.

Update the app – usually all you need 

A new version (46.3) has been released. If it hasn't updated on its own:

• Open the App Store and search "Citadele".
• Tap on the app icon to open its full page – the Update button only appears there, not in the search results.
• Tap Update. (If it says Open, you're already up to date.)
• Launch the app.

If MobileSCAN is gone 

Fully close the app (swipe it away) and reopen it first. If MobileSCAN is still missing, delete and reinstall the app, and set up MobileSCAN again – easiest via the full Online Bank → Mobile services (log in using eParaksts, Mobile-ID or a code card), or through the Recovery process in the app.

If Face ID no longer works, but PIN does

Log in with your PIN, then go to the profile section, and check if the toggle is enabled for the Face ID. If not, enable it – Face ID should work now.

If you still experience any issues

• Chat with our virtual assistant Adele, and she'll guide you through the steps to get the app working again;  
• Or write to us - we will be glad to help.