Mobile & Tablet Banking App FAQ's

Do more of your digital banking on the go with the updated PTSB banking app. Discover what improvements and new features have been added to make your everyday banking easier. Over the coming months we will continue to improve your digital banking experience with us by adding more new features.

Fraud Warning: As with any enhancement or upgrade, PTSB will NEVER send you an email or SMS requesting that you click a link to; carry out any security related activity, to download a new version of the app or to test new functionality. You should only ever access your banking through your registered banking app.

Mobile & Tablet Banking App FAQs

Why has my PTSB banking app changed?

As part of our continued efforts to make your everyday banking easier here at PTSB, we’re delighted to announce an update to our mobile and tablet banking app. We’ve taken your feedback on board and these updates will allow you to do more of your everyday banking on the go. You will now be able to add a payee, a standing order and a bill conveniently in-app.

The design of the app, including the look and navigation has been updated to make all our digital banking features easier to find and use. This means that you’ll see some slight changes to the icons in how they look and their location on the app.

With this update, the log in is presented on app launch, giving you direct access to your account home page. So, what will the new login process look like?

Once you log in, you will then see all your accounts on the home page.
The menu icon (three lines) in the top left hand corner of the screen is for accessing services such as Emergency Cash or your Mortgage hub.
You can then simply access everyday banking tasks such as transferring money, managing your bills or applying for a new product by selecting the relevant banking tab on the bottom navigation of your screen.

This is all part of making your everyday banking online easier.

Why has my PTSB banking app not updated?

The update to the app will be released gradually to customers, so if you’re not seeing a new look and these new features in-app yet, you will soon. All customers with compatible devices (Android OS 8 and above, and iOS 13 and above) will receive the latest app update.

If you don’t have automatic updates enabled, then you will need to manually update the app by visiting your Apple or Google Play App store to see if the latest version of the app is available to update. You can check if you have the latest update by visiting the App store on iOS or the play store on Android.

Can I continue to use the old PTSB mobile & tablet banking app?

Once your app is updated, the old version of the banking app will no longer be available. Your updated app is supported on mobile and tablet devices using Android OS 8 and above, and iOS 13 and above. You can access the app using the same log in details as before, simply by entering 3 digits from your 6 digit Personal Access Number (PAN). Remember, it is important that you never disclose your personal log in information to a third party.

For more information on keeping your account secure, click here.

My app log in screen looks different. Is this the official PTSB banking app?

If you accessed the app from the same PTSB banking app icon on your device and you’re firstly asked to log in, your app has updated to the latest version.

Once you log in you will land on the home page which shows your account(s) overview. This will have a similar look to your Open24 Online Banking through desktop. You can then select the arrow to the right of your account and it will expand to show more detailed information including your recent transactions. From here, you have the option to view more of your transactions or transfer funds using the relevant buttons. The official PTSB banking app will only ever ask you to enter 3 digits from your 6 digit Personal Access Number (PAN) to log in.

You can then navigate through your other everyday banking tasks using the tabs on the bottom navigation bar of the screen or by selecting the menu (three lines) in the top left hand corner of the screen. Improving our design and ease of access was a key element in updating our app, to make navigating your everyday banking as easy as possible.

This is yet another step on the journey to make your banking online easier, with more to follow.

If you accessed the app from the same PTSB banking app icon on your device and you’re firstly asked to log in, your app has updated to the latest version. If you don’t have automatic updates enabled, then you will need to manually update the app by visiting your Apple or Google Play App store to see if the latest version of the app is available to update. You can check if you have the latest update by visiting the App store on iOS or the play store on Android.

What devices support the new banking app update?

The

update to the PTSB banking app is supported across mobile and tablet devices on Android OS 8 the operating system that runs your device) and above, and Apple iOS 13 and above.

If you don’t have automatic updates enabled for the PTSB app, then you will need to manually update the app by visiting your Apple or Google Play App store to see if the latest version of the app is available to update.

This is yet another step on the journey to make your banking online easier, with more to follow.

I have a Huawei phone – can I get access to the new banking app update?

The PTSB banking app is only available on the Google Play store for Android users or the Apple store for Apple users. If you’re unable to access the Google Play store on your Huawei device then you won’t be able to access our mobile banking app. However, you can still carry out your day-to-day banking on Open24 Online Banking through your desktop.

Can I access my Business Account on the updated banking app?

At present, you will not be able to access your Business Account through the app. Business banking is accessible through Business24.ie; which is a different location to your personal banking that’s accessible through Open24.ie. This means your business banking website will have a different look and navigation to your Open24 personal banking website.

General App Banking FAQs

How can I register for the PTSB mobile banking app?

Firstly, download the mobile banking app to a compatible device - the app is supported on mobile and tablet devices using Android OS 8 and above, and iOS 13 and above. If you’re using an operating system not included in the above, you can update by visiting the ‘Settings’ section of your device or you can continue to do your everyday banking on the Open24 Online Banking website.

To access the app, you need to be a PTSB customer registered for Open24 Online Banking through desktop (note: you do not need to be registered for ‘Mobile Banking’).

The first time you install the app, you will need to register your device using your Open24 Number, Password and 3 digits from your 6 digit Personal Access Number (PAN) to log in. Once your device is registered, you’ll just need your PAN to log in.

What should I do if I forget my Open24 number, password or Personal Access Number (PAN)?

Your Open24 number is displayed on the back of your PTSB Visa Debit Card. If you don’t have your card, please call us on 0818 50 24 24 or +353 1 212 4101, Monday to Friday, 9am – 5pm (excluding Bank Holidays) or Saturday and Sunday, 10am – 2pm to re-confirm your Open24 number.

If you forget your password or PAN, please call us on 0818 50 24 24 or +353 1 212 4101 to reset it, Monday to Friday, 9am – 5pm (excluding Bank Holidays) or Saturday and Sunday, 10am – 2pm.

If you try to log in with incorrect details, or enter an incorrect security code three consecutive times, your Open24 account will be locked. If this happens, please call us on 0818 50 24 24 or +353 1 212 4101, Monday to Friday, 9am – 5pm (excluding Bank Holidays) or Saturday and Sunday, 10am – 2pm, to unlock it.

I have a temporary password, can I use the app?

If you’ve registered for Open24 Online Banking through desktop for the first time, or have recently reset your password, you’ll be issued with a temporary password. To use the app, you must first log in to Open24 Online Banking through desktop to set up a new password. You will then be able to log in to the app.

I’ve been logged out of the app unexpectedly, what happened?

You must be actively using the app to stay logged in. To help prevent unauthorised access to your accounts, the PTSB app will automatically log you out after 5 minutes of inactivity.

Does the app have the same payment timelines and cut-off times as Open24.ie Desktop Website?

Yes, the PTSB app is subject to the same payment timelines and cut-off times as Open24.ie desktop website. You can find more information on payment timelines and cut-off times here.

Are there any costs for using the PTSB app?

We don’t charge you for downloading or using the app. However, any costs for data usage, or any telephone calls you make to us, are incurred at your own expense.

Our banking charges booklet provides full details of account and service fees and charges and it explains how these charges might affect you.

Is the PTSB app secure?

The PTSB banking app is a secure, fast and easy way to bank on the go. The PTSB app uses the highest level of Secure Socket Layer (SSL) encryption to securely store, transmit and protect your personal information and data.

Remember, PTSB will never call, email or text you asking for: your account details, your Open24 number, Internet Password, Personal Access Number (PAN), your 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 0818 50 24 24 or +353 1 212 4101, Monday to Friday, 9am – 5pm (excluding Bank Holidays) or Saturday and Sunday, 10am – 2pm.
You can find out more about keeping your account secure here.

How do I pay securely online using Strong Customer Authentication (SCA)?

As part of the Payment Services Directive 2 that was introduced as EU law in 2018, Strong Customer Authentication (SCA) is used to further enhance security and reduce the risk of fraud when shopping online.

When making an online purchase, a push notification is sent to your registered device requesting authentication.
Please ensure you have enabled ‘push notifications’ for the PTSB banking app in your device settings. This allows us to send you a real time message that pops up on your device screen, advising you to authenticate certain online activities.
To authenticate your online payment, simply select the push notification on your device screen which will automatically open up your app.
If you didn’t receive or accidentally removed the push notification from your device screen, just open your PTSB app where you will be prompted to continue authenticating your online purchase.
Review the payment and authenticate by entering three digits from your Personal Access Number (PAN).

Payments and Transfers in-app

How do I transfer money between my own accounts in-app?

Log in to your PTSB banking app and you will arrive on the home page with an overview of your accounts.
Select the dropdown arrow to the right of the account you want to transfer from, then select the ‘Transfer funds’ button under your recent transactions.
Alternatively you can select the ‘Transfer’ tab on the bottom navigation bar and then select ‘Transfer between my accounts’.
Follow the on screen instructions to include the account you want to pay to, the amount and then proceed through the journey to complete the transfer.

How do I pay my credit card bill in-app?

If this is the first time you are transferring to your credit card in-app, please call our team on 0818 502 424 or +353 1 212 4101, to get your credit card set up to receive payments. Lines are open Monday to Friday, 9am to 5pm (excluding bank holidays) and Saturday to Sunday, 10am to 2pm.

Once your credit card is set up to receive payments, there are two different options to choose from:

Log in to your PTSB banking app and you will arrive on the home page with an overview of your accounts.
Select the dropdown arrow to the right of your ‘credit card’ account, where you’ll see a list of your transactions.
Select the ‘Pay now’ button at the bottom of your transaction list.
On the next screen fill out the details including the account you want to pay from and the amount.
Review your details on the next screen and select ‘Confirm’ to complete the payment.

Log in to your PTSB banking app and select the ‘Bills’ tab on the bottom navigation bar.
Here you will see a list of your current bills including your credit card.
Select the dropdown arrow to the right of your credit card account, and you will see a ‘Pay’ option.
Select the ‘Pay’ button and on the next screen fill out the details including the account you want to pay from and the amount.
Review your details on the next screen and select ‘Confirm’ to complete the payment.

How do I set up a new SEPA payee in-app?

Our latest app update has introduced the ability to add a payee in-app, allowing you to do more of your everyday banking on the go. Below are the steps you need to take:

Log in to your PTSB banking app and you will arrive on the home page with an overview of your accounts.
Select the ‘Transfer’ tab on the bottom navigation bar.
If this is the first time you’re transferring to an account, select ‘Add a Payee’.
On the next screen; fill out the form by selecting which of your accounts you wish to pay ‘from’, the name of the payee, the IBAN of the payee and a reference.
Select ‘Continue’ to confirm the new payee.
The next screen will show you a summary of the payee’s details. Select ‘Continue’ to proceed with setting up the new payee.
Select ‘Verify’ in the bottom right hand corner of the next screen.
The new payee is now set up.

How do I view the details of a SEPA payee in-app?

Log in to your PTSB banking app and you will arrive on the home page with an overview of your accounts.
Select the ‘Transfer’ tab on the bottom navigation bar.
From here, you will see a list of your payees and international payees.
Select the dropdown arrow on each payee to view the payee’s banking details.

How do I send money to a SEPA payee in-app?

Log in to your PTSB banking app and you will arrive on the home page with an overview of your accounts.
To send money to a SEPA payee, select the ‘Transfer’ tab on the bottom navigation bar.
From here, you will see a list of your payees and international payees.
Select the dropdown arrow on each payee to view the payee’s details.
Scroll down on the payee details screen and simply select ‘Pay’.
On the next screen; fill out the form selecting which of your accounts you wish to pay ‘from’, the amount, the date of payment and a reference. Please note that payment limits may apply .
Select ‘Confirm’ to proceed with the payment to the payee.
The payment is now complete.

How do I set up a future dated payment to a SEPA payee in-app?

Log in to your PTSB banking app and you will arrive on the home page with an overview of your accounts.
Select the ‘Transfer’ tab on the bottom navigation bar.
If this is the first time you’re transferring to an account, please follow the steps here before setting up your future dated payment.
If you wish to set up a future dated payment from the list of payees already added, simply select the dropdown arrow on each payee to view the payee’s details.
Scroll down on the payee details screen and simply select ‘Pay’.
On the next screen; fill out the form selecting which of your accounts you wish to pay ‘from’, the amount, the future date of payment and a reference. Please note that payment limits may apply. Follow the on-screen instructions for these steps.
Select ‘Confirm’ to proceed with the payment to the payee.
The payment is now complete.

Please note, you can only set up a future dated payment for bill payments or third party payments. A future dated payment is a once-off transfer, whereas a standing order is a recurring payment.

How do I view and manage my bills in-app?

Log in to your PTSB banking app and you will arrive on the home page with an overview of your accounts.
To manage and view your bills select the ‘Bills’ tab on the bottom navigation bar.
Here you can manage your existing bills, your future dated bills and your direct debits by selecting the relevant tab along the top of the screen.
To pay a bill, simply select the bill you wish to pay, and then select ‘Pay’.
To delete a bill, select the bill you wish to view and simply click the ‘Delete’ button.
Here you can also add a new bill by selecting the ‘Add Bill’ button to the right of the screen.
You can now delete a future dated payment in the ‘Future dated bills’ tab by clicking the ‘Delete’ button of the selected bill.

How do I set up a new bill payment in-app?

Our latest app update has introduced the ability to add a bill in-app, allowing you to do more of your everyday banking on the go. Below are the steps you need to take:

Log in to your PTSB banking app and you will arrive on the home page with an overview of your accounts.
To set up a new bill, select the ‘Bills’ tab on the bottom navigation bar.
Then select ‘Add Bill’ in the top right hand corner.
Select the account you want to pay from, select the company you want to pay, and include a reference.
Then select ‘Continue’ in the bottom right hand corner of the screen.
Select ‘Verify’ in the bottom right hand corner of the next screen.
You will be asked to authenticate by entering 3 digits from your 6 digit Personal Access Number (PAN).
Select ‘Confirm’.
Select ‘Done’.

How do I set up a future dated bill payment in-app?

Log in to your PTSB banking app and you will arrive on the home page with an overview of your accounts.
Select the ‘Bills’ tab on the bottom navigation bar.
Here you can manage your existing bills, your future dated bills and your direct debits by selecting each relevant section along the top.
If this is the first time you’re paying a bill to a particular company, select ‘Add Bill’ and fill out the required details.
Once this is added to your ‘Bills’ home page, you will be able to select the bill you wish to pay, and then select ‘Pay’.
In the ‘Payment date’ box you will be able to choose to pay straight away or select a date up to one month ahead.
Select a date, input the amount and select ‘Pay’.
Your future dated bill payment is now set up.

What is a standing order?

A standing order is an instruction to a bank by an account holder to make regular fixed payments to a particular person or organization.

How do I create a standing order in-app?

Our latest app update has introduced the ability to create a new standing order in-app, allowing you to do more of your everyday banking on the go. Below are the steps you need to take:

Log in to your PTSB banking app and you will arrive on the home page with an overview of your accounts.
Select the ‘Transfer’ tab on the bottom navigation bar, followed by ‘Scheduled payments’.
You can then select the ‘Standing Orders’ button, followed by ‘Add a standing order’.
Complete the required fields i.e. First payment date, frequency etc.
Select ‘Continue’.
Review the information to ensure it’s correct. You can make any necessary changes by selecting ‘Edit’.
If the information is correct, select the ‘Verify’ button.
You will then be asked to authenticate by entering 3 digits from your 6 digit Personal Access Number (PAN).
Select ‘Confirm’.
You should then receive a message that says ‘Add standing order successful’.
Select ‘Done’.

How do I edit a standing order in-app?

Log in to your PTSB banking app and you will arrive on the home page with an overview of your accounts.
Select the ‘Transfer’ tab on the bottom navigation bar.
Select the ‘Scheduled payments’ option.
Select the ‘Standing Orders’ button. Here you can view, edit or delete your current standing orders.
Select the down arrow of the recipient you wish to edit.
The standing order recipient details are shown. You can then scroll down to show further options:
1. Edit standing order
2. Delete standing order
To edit the standing order, select the ‘Edit’ option.
Here you can edit the ‘Regular payment amount’ and ‘Next payment date’. Once you’ve input all your changes, select ‘Continue’.
On the next screen, review the information and if the information is correct, scroll down to select ‘Verify’ or choose ‘Edit’ to change the details again.
You will then be asked to authenticate by entering 3 digits from your 6 digit Personal Access Number (PAN).
The screen should then display ‘Edit standing order successful’.
Select the ‘Done’ button, which will bring you back to the main Transfer screen.

How do I delete a standing order in-app?

Log in to your PTSB banking app and you will arrive on the home page with an overview of your accounts.
Select the ‘Transfer’ tab on the bottom navigation bar, followed by ‘Scheduled payments’.
Select the ‘Standing Orders’ button, followed by the drop-down arrow of the standing order recipient you wish to remove.
Here you will be presented with the recipient details. Select the ‘Delete’ option to remove the Standing Order.
Select ‘Confirm’.
Select the ‘Done’ button, which will bring you back to the main Transfer screen.

What is a direct debit?

A direct debit is an instruction from you to PTSB. It authorises the company you want to pay to collect varying amounts from your account – but only if you've been given advance notice of the amounts and dates of collection. Direct debits are used for recurring bill payments e.g. electricity, gas and internet. Direct debits can be managed via the ‘Bills’ tab on your mobile banking app.

How do I view/ refuse/ delete my direct debits in-app?

Log in to your PTSB banking app and you will arrive on the home page with an overview of your accounts.
To view all of the direct debits that are set up on your account, select the ‘Bills’ tab on the bottom navigation bar.
Then click on the ‘Direct Debits’ option.
From here you will now be able to:

View further details of SEPA direct debits (simply click on the ‘Originator name’ to see their details).
Refuse future payments of SEPA direct debits (simply click the ‘Refuse’ button).
Delete any direct debits that you no longer wish to pay (simply click on the ‘bin’ icon). We also advise contacting the company to cancel the direct debit completely.

SEPA direct debits are ones that have been set up using your BIC and IBAN.

How do I apply for a Current Account, Credit Card or Overdraft on the PTSB banking app?

To apply for a Current Account, Credit Card or Overdraft, log in to your PTSB banking app and click on the ‘Apply’ tab on the bottom navigation bar.
You will see options for ‘Current Account’, ‘Loans’, ‘Credit Card’ and ‘Overdraft’.
Simply click on the product you want to apply for and follow the steps outlined on your screen to apply.

How do I order a Pin Reminder or Unblock my Visa Debit Card on the PTSB banking app?

If you have forgotten or blocked your Visa Debit, Student or Deposit Card Pin, you can instantly view or unblock it through the PTSB banking app. You can locate this feature by selecting the ‘Cards’ tab on the bottom navigation bar.

How do I add a card to my Apple Wallet in-app?

Log in to your PTSB banking app and you will arrive on the home page with an overview of your accounts.
Select the ‘Cards’ tab on the bottom navigation bar.
Choose the card you want to add by clicking ‘Add to Apple Wallet’ and follow the step by step instructions.

How do I List, Add or Delete Travel Notes from my account in-app?

Please note: If you are travelling within the EU you do not need to place a travel note on your account.

Log in to your PTSB banking app and you will arrive on the home page with an overview of your accounts.
Select the ‘Cards’ tab on the bottom navigation bar. Then select the ‘Travel Note’ option.
You will be presented with a list of all your travel notes.
- You can select the ‘drop-down arrow’ on your current travel notes if you wish to see more details or select ‘Delete’ to remove this travel note.
- Alternatively you can select ‘Add travel note’. You will be asked to input the destination, arrival date, departure date, and contact number while travelling (optional).

How do I know if I am registered for eStatements in-app?

Log in to your PTSB banking app and on the home page, click the main menu icon (three lines) in the top left hand corner of the screen.
Click on 'eStatements'.
You will then be presented with all eligible eStatement accounts.
If you have not yet registered for eStatements, you will need to select the account you wish to register for eStatements.
If you are registered for eStatements, they will be available to view and download in-app.

Please note, you must be using PTSB app version 8.2 and above on IOS or 8.1 and above on Android to view eStatements in-app.

How do I register for eStatements in-app?

Log in to your PTSB banking app and on the home page, click the main menu icon (three lines) in the top left hand corner of the screen.
Click on 'eStatements'. If you have not yet registered for e-Statements, it will present you with all eligible eStatement accounts. Select the account you wish to register for eStatements. You will then be sent a verification code via SMS to your registered phone number.
Input the verification code on the screen. You are now registered for eStatements.

With effect from 6 December 2021, all newly issued bank account eStatements on Open24 or in-app will be available for up to 2 years from the statement issue date for open accounts. Bank account eStatements issued prior to 6th December 2021 will continue to be available for a maximum of 15 months from the statement issue date for open accounts.

Please note, you must be using PTSB app version 8.2 and above on IOS or 8.1 and above on Android to view eStatements in-app.

How do I view eStatements in-app?

Log in to your PTSB banking app and on the home page, click the main menu icon (three lines) in the top left hand corner of the screen.
Click on 'eStatements'.
In order to access your eStatements, you will be asked to authenticate by entering 3 digits from your 6 digit Personal Access Number (PAN).
You will then be presented with all eligible eStatement accounts.
Click on the account you wish to view eStatements for.
Select the eStatement you wish to view and it will download in pdf. format in the app.

Please note, you must be using PTSB app version 8.2 and above on IOS or 8.1 and above on Android to view eStatements in-app.

How do I print or save an eStatement in-app?

An eStatement will always open in PDF format onto your device. You can then use your phone’s settings to email, print or save your eStatement. We recommend you download and save your eStatements to your password protected personal device to ensure future ease of access.

Can I request a printed statement in-app?

This is not currently available in-app. If you wish to request a paper statement you will need to call us on 0818 502 424 or + 353 1 212 4101, Monday to Friday, 9am – 5pm (excluding Bank Holidays) or Saturday & Sunday, 10am – 2pm.

Please be aware a duplicate statement fee is charged at €2.50 per page, capped at €20 per individual account request.

What payment and withdrawal limits apply to the app?

The PTSB app is subject to the same payment and withdrawal limits as Open24 Online Banking, and one limit applies to your transactions across both the app and Open24 through desktop. For example, if you make a bill payment from the app of €1,000, and another bill payment from Open24 Online Banking of €2,000, your total bill payments contributing to your limit for that day would be €3,000. This means you could only make €2,000 more in bill payments that day before hitting the daily limit.

The limits that apply are:

Transfer between my accounts: €100,000 per day
Transfer to another account: €10,000 per day
Bill payment: €5,000 per day (€25,000 per day for PTSB credit card bill payments)
Future dated payments: €2,000 per day
The minimum payment amount for all payments and transfers is €0.01

What’s the difference between my ‘Available funds’ and ‘Current balance’ in-app?

‘Available funds’ are the funds you can withdraw or transfer from your account. This includes any approved overdraft limit, pending transactions and funds yet to be cleared. ‘Current balance’ includes transactions which have been processed against your account.

Please note that your credit card ‘Balance Owing’ amount is correct as at close of business on the last business day.

How does the in-app Message Centre work?

From time to time, we may send you information to the Message Centre in your app. The Message Centre is located in the main menu (three lines) in the top left hand corner of your app screen, once logged in. Important Service Updates are mandatory and we’ll only use these to notify you of extremely important events. These events include, for example, upcoming scheduled maintenance which may result in you being temporarily unable to log in to your account. While you can’t opt out of receiving service messages, you may opt out of other message types by visiting the Message Centre in the app and updating your options in the ‘Settings’ menu.

Any changes can take up to 24 hours to take effect and will only apply to the device you’re using, e.g. if you opt out of marketing messages on your mobile, this change will not be applied to your tablet.

We may also send you push notifications to your device if you’ve chosen to accept ‘push permissions’ in your device settings. You can switch this off at any time by updating your device settings.

Where can I find updates about scheduled downtime or other important information?

Notifications of scheduled downtime of our services/website will be displayed in the Message Centre along with important information for customers like fraud messages.

Technical Questions

What further technical assistance is available should I experience technical difficulties?

If you are experiencing any further difficulties, please contact your Internet Service Provider for assistance, or call us on 0818 50 24 24 or + 353 1 212 4101, Monday to Friday 9am - 5pm (excluding Bank Holidays) or Saturday and Sunday, 10am - 2pm.

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Mobile & Tablet Banking App FAQ's

Mobile & Tablet Banking App FAQs

General App Banking FAQs

Payments and Transfers in-app

Technical Questions