What to do when you suspect fraud?

If you think you've been a victim of fraud or a scam, or your card has been lost or stolen, act fast! 

Take immediate action

Carefully follow the steps below: 

Contact us straight away:

Call our Fraud Department on +353 (1) 669 5851. Lines are open 24 hours a day, 7 days a week, 365 days a year. Or visit one of our Branches between the hours of 10am to 5pm, Monday to Friday. View branch locations.

If the options above are not possible, here are ways to block your card/account until you can make use of one of the options above:

Block your Open24 Account

You can block yourself out of online banking/cancel your Open24 Number by sending an SMS to 50331 with the word block followed by your Open24 Number. Example: "block 123456789".

Freeze your card (via the PTSB app):

If you have the PTSB app, you can freeze your card from being used instantly. To do this:

• Log in to the PTSB app.
• Go to "Cards".
• "Manage Cards".
• Select "Freeze / Unfreeze Card".
• Follow the remaining steps on screen. 

Learn more about freezing your card. 

Change your passwords: 

Update any account logins linked to your card or online banking (email, shopping apps, social media, subscriptions, etc). How to change your Open24 password.

Report it to the Gardaí:

Contact your local Garda station as soon as possible to file a fraud report. 

Lost or stolen card? 

You can report your Visa Debit Card lost or stolen through the PTSB app or Open24 Online Banking on your desktop, laptop or tablet. This will allow you to cancel your card, and order a replacement.

Learn more about reporting your card lost or stolen. 

Don't have Open24 Online Banking, or the PTSB app?

Report your card lost or stolen by giving us a call on 1800 687 687 or +353 (1) 212 4290 (from abroad). Lines are open 24 hours a day, 7 days a week. 

Visit the Visa Europe website to find the free phone number for the country that you're in.

How to spot a scam or fraud

Fraudsters often try to pressure or trick you. Here's what to watch out for: 

• If it sounds too good to be true, it is.
• You've won a prize, but didn't entered any competition.
• You're asked to pay upfront to receive a reward. 
• Someone asks you for bank account details, login details, credit card details, or other confidential information.
• The call is not from your Bank or financial institution.
• A caller is demanding urgent action, seems unusually excited or overly friendly, 
• You're told to reply immediately or risk losing money. 

Helpful fraud guides and resources

Remember, PTSB will never call, email or text you asking for your account details, your Open24 number, Internet Password, Personal Access Number (PAN), Visa Card CVV number, or One Time Passcode. If you ever get an unsolicited phone call, email, text message or pop-up asking for any of these please contact us on +353 (1) 669 5851. Lines are open 24 hours a day, 7 days a week.