SIM Swap is a service which allows you to replace your SIM card and keep your existing phone number at the same time. You may need to change your SIM when:
Please note this doesn’t include transferring your existing SIM card into a new mobile device.
SIM Swap fraud is specific to mobile devices. The fraudster approaches your mobile phone service provider pretending to be you and asks them to switch your existing phone number to another SIM card.
Once this is completed, they can intercept all SMS messages sent to you, including security messages sent by PTSB when you access Open24 or transact online.
Under Payment Services Directive (PSD2), the bank must confirm possession of a customer’s device before we send them an SMS with a Security Code. This is a requirement under the Strong Customer Authentication process to protect customers from fraud. Read more about PSD2 here.
Fortunately, there are ways in which you and your mobile phone service providers can help protect against becoming a victim of SIM Swap fraud.
If you have any concerns you should contact your mobile phone service provider immediately to confirm whether a SIM Swap has been undertaken. If it is confirmed you must phone your bank immediately and follow their instructions to prevent financial loss.
Call the Fraud Service on 0818 50 24 24.
For security reasons access to your online banking will be blocked for 24 hours. You will need to wait for 24 hours before you can log back into your Open24 account.
In line with industry security protocol, a block cannot be removed under any circumstances. This block is in place to prevent scammers gaining access to your bank account. If you are unsure when this 24-hour hold took place please call us on 0818 50 24 24.
No. Because there is a hold on your account, PTSB cannot perform any of your online banking requests, whether over the phone or in-branch. If you would like to withdraw cash, please attend a full service branch and provide the appropriate photo identification to the branch staff.
If your account has been blocked but you did not change your SIM card, then you must contact PTSB to ensure no third party access has taken place on your account.
If no third party access has taken place, we can confirm over the phone whether it is a bank or mobile phone service provider issue.
You may need to contact your mobile phone service provider if the issue is on their side.
Issues include lack of network service, providing multiple SIMS, and providers who offer low cost plans that do not always support premium numbers including:
How a provider handles their SMS or telephony service is outside of PTSB’s control.
PTSB cannot overwrite this 24-hour block.
