Help centre
Using the app
Signing in, resetting a passcode, and getting the app on a small phone.
I have forgotten my passcode
On the sign-in screen, tap Forgotten passcode. We send a code to your registered number and you set a new one. If you have also changed your phone number, you will need to visit an agent or call us.
I have a new phone. How do I sign in?
Install the app and sign in with your phone number and passcode. You will be asked to confirm a code we text you, because a new device is a new device even when it is yours.
The app is too big for my phone
The download is under 18MB and the app runs on Android 7 and above. If it will not install, you likely need to clear space — the app itself needs about 60MB installed. There is also a USSD service on *5573# for balances and transfers.
Can I bank without internet?
Yes. Dial *5573# for your balance, transfers and airtime. It works on any phone, including one that is not a smartphone, and there is no data charge.
Did that not answer it?
Chat in the app, or email — info@citadelecapitals.com. If something has actually gone wrong rather than being unclear, raise a complaint instead: you get a reference number immediately and a resolution inside 14 working days.
Security
We will never ask for your PIN, your OTP or your password
Not on the phone, not in chat, not by email, and not by anybody claiming to be from the bank or the CBN.