Explore Account: Digital Current Account application FAQs

General FAQs

New PTSB customer FAQs

General FAQs

How long do I have to complete my application?

After starting an in-app application, you have 30 days to submit your application, in-app. After this period, your application will expire and you will need to start a new application.

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How can I save and resume my application later?

Your application is saved at certain points during the journey and can be resumed later at a time that is convenient for you.

Once you have created your Personal Access Number (PAN), you can log back in to resume your application with your mobile phone number and the Personal Access Number (PAN).

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What is “PAN” (Personal Access Number)?

When you start your application in app, you will be asked to select your PAN. This is the 6 digit number. You will need your PAN to resume your application (with your mobile number) and you will also need it in order to complete your registration for access to your Open24 online banking.

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How can I open a Joint Current Account in-app?

Search “ptsb” in the Apple App Store or Google Play Store and download. Select “Current Account Application”, enter your basic information, verify your ID and address and submit your application in app.

To apply in app you both have to be over 18, resident in the Republic of Ireland and are:

  • New PTSB customers opening a Joint Current Account.

Top Tip! New PTSB customers wishing to open multiple accounts should progress a joint Application first, then a sole Application as existing customers once complete.

 If one or both of you are already customers with PTSB, you will need to attend a PTSB branch to open your account. If you are an existing customer looking to open a new joint Current Account or would just prefer to open an account in Branch, you can book an appointment here.

Please see here for more information on our Explore Current Account.

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Is there any other way to open a Joint Current Account other than a branch appointment?

A Joint Current Account can also be opened by one account holder opening a Digital Current Account and adding the second account holder at a later stage in branch. The account will then be a Joint account.

Here are the steps to follow if you want to avail of this option:

  1. The first account holder opens a Digital Current Account in-app. Find out all the information about applying for a Digital Current Account here.
  2. The next step will depend on whether the second account holder is already a PTSB customer or if they are a new customer.
  • a. If the second account holder is already a PTSB customer, both account holders will need to attend the branch together with their photo ID and proof of address. One of our customer service advisors will then add the second account holder onto the account that was opened and update the account to a Joint account. This will only take a few minutes. However, we recommend that you make an appointment to make sure a member of branch staff is available when you come into the branch. You can book an appointment here.
  • b. If the second account holder is a new PTSB customer, they will need to visit the branch twice.

The second account holder will first need to go to a branch to set up a “customer profile”. They will need to bring photo ID and proof of address – see this list for what documents we can accept. Our customer service advisor will take their personal information and copies of ID documents before sending them to our AML department. Once their profile is set up and active, both account holders can then return to the branch as per step 2. a..

Note: You can create a personal profile or be added to an account in any branch.

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What is application consent?

This allows PTSB to contact you during the application process to support you and keep you updated on your journey.

Application consent is only relevant to your specific application and not for marketing purposes. You will be asked to provide Marketing Consent, you can select how you would like to stay informed about of our products and services later in your application.

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Can I open an Explore Account online if I don't have an Irish or UK mobile phone number?

In order for you to open an Explore Account in-app, you will require an Irish or UK mobile phone number.

If you don’t have an Irish or UK mobile phone number, you can open an Explore Account at any of our branches. You can make an appointment here.

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How is my personal data used?

We will use the personal data you provide in this online application form to process your application, set up and manage your account.
For more information on how we use your personal data, and your rights in relation to your personal data, please visit our Data Protection webpage

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If I have more than one Non Irish/Non US tax residency, how do I proceed with my application?

If you have more than one Non Irish/Non US tax residency, you won’t be able to proceed with opening your Explore account in-app but you may still be entitled to open an Explore account at one of our branches.  Please call 0818 50 24 24 to discuss and make an appointment.

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New PTSB customer FAQs

Why do I have to verify my identity and my proof of address?

In order to comply with Anti Money Laundering (AML) legislation, you are required to provide a valid proof of address to validate where you live and valid photo ID in order to verify your identity. There are only certain document types we can accept. In order not to delay your application, please refer to this list for documents we can accept.

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Why am I being asked to enable location services on my device

As per our eligibility criteria, applicants who apply for a digital current account must be resident in the Republic of Ireland and physically located in Ireland at the time of application. Your device location information is required to confirm that you are physically based in Ireland at the time of application. This information will be obtained at initial application stage with your permission on a once off basis and will not be used for any other purpose.

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Why is my ID not being accepted?

There are a few reasons your documents might not be accepted:

  • We only accept photos of your original ID. Please note: photocopies will not be accepted.
  • The photo of your document may be obscured in some way and the doc uploader is not recognising the information.
  • We only accept ID with a Surname in-app.

Please follow these tips to ensure your documents are accepted:

  • Keep your document on a flat surface and make sure your document is fully visible and the information on it is readable.
  • Make sure your document is not damaged in any way.
  • Take the photos somewhere brightly lit.
  • Turn flash off to avoid glare on your documents.
  • Do not take a photograph of a photo.


If your document is still not accepted please try using an alternative valid ID.

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Why is my selfie photo not being accepted?

Your selfie may not be accepted due to the photo not being readable by the app. Here are some tips to ensure you get a clear selfie photo that will be accepted:

  • Complete the selfie in a bright environment using a phone with a good camera.
  • If you are using an Android device, ensure a proper auto focus.
  • Make sure you’re the only person in the photo.

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I have uploaded my photo ID and proof of address but in-app messaging says I have to go to branch, why?

We were unable to verify your document through the app, you will need to make an appointment using the in-app appointment booker to come into the branch in person. Please make sure you bring acceptable documents as listed here. You have 28 days to provide the branch with your documents, after this time your application may be cancelled.  

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Why was I told my “application cannot be progressed”?

You have a maximum of three attempts to take a selfie, if we are unable to match your selfie against the photo ID document you are providing, you will not be able to continue with your application in app and you will have to make an appointment to open your account in branch. You can make an appointment here.

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I have submitted my application in-app, what happens next?

We will review your application details, photo ID and proof of address documents that you have uploaded. As soon as this review is successfully completed and your account is ready to use, we will send you a text message to resume your journey in-app and complete the last remaining steps. Please refer to the “Welcome” email you will receive when you submit your application which will also include an overview of what happens next.

Important: If you received a message in-app that we were unable to verify your documents, you will need to make an appointment using the in-app booker to provide your documents in person. You will still receive your “Welcome” email but we will not be able to progress your application until you attend the branch.

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How long do I need to wait before I can use my Current Account?

If all is in order with your application, you will receive a text message advising that your account is active within 3 working days.

Alternatively, if additional supporting documentation and/or information is required you will receive a phone call from our team. 

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What is Open24 and why do I have to register?

Open24 is the name of our online banking service. You can access your online banking on desktop at Open24.ie or by logging in on your mobile phone via the PTSB app.

You can view your balance, recent transactions and so much more. Our Online Banking page will provide you with more information.

When you open your account in-app, once it is active you will receive a text to prompt you to return to the app and complete your registration.

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How do I set up Apple Pay?

Getting set up is simple, please see our Apple Pay page for the steps on how to add your new card to Apple Pay.

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How do I set up Google Pay?

We outline how to you can set up Google Pay for your new card here.

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How is my personal data used?

We will use the personal data you provide in this online application form to process your application, set up and manage your account.
For more information on how we use your personal data, and your rights in relation to your personal data, please visit our Data Protection webpage. 

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What happens if I do not allow notifications for faster, safer and more secure payments, on my device?

Some transactions made on Open24.ie desktop need to be secured by strong customer authentication. This involves completing two steps so that security is enhanced. To enable this we need to be able to send a push notification to your PTSB mobile app so that you can verify that you created the request.

If you do not allow push notifications for PTSB on your mobile phone, you may not be able to complete some secure transactions initiated on Open24.ie desktop.

You can enable push notifications at any time through your device settings.

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I cannot locate my address on the Eircode finder?

There are a few scenarios where your address may not be found. Please see below the guidelines for each of them.

  • Mistyped Eircode: Please make sure you type in all letters and numbers correctly.
  • Too much information: If you have entered too much information about your address, your address may not show in the dropdown list. Try entering less address information. You should then be able to narrow
    the results down, so that you can pick your address from the dropdown list.
  • Too little information typed: If you are trying to search using less than 3 characters or if you are typing only a few details of the address. Try to include a few more pieces of information e.g. the number of the
    house / apartment.
  • New build: If your place of residence was only recently built, it is possible that it has not been assigned an Eircode yet. In that case, we advise you to progress with the application at any of our branches. Please call 0818 50 24 24 to book an appointment.


If you tried all the scenarios above and your address is still not populating in the dropdown menu, you may still be entitled to open an Explore Account at one of our branches. Please call 0818 50 24 24 to book an appointment.

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My name on the proof of address is different from my ID. What do I do?

The name on your proof of address must match the name on your ID.

If you do not have a proof of address which matches your ID you may still be able to open an Explore Account at any of our branches. Please call 0818 50 24 24 to book an appointment.

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I don’t recall the exact date I took up residency at my address

If you do not remember the exact date you moved into your property, please provide the nearest date possible.

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My address document is not being accepted. What should I do?

Please make sure your document follows the criteria below:

  • The issuer appears on the list of documents accepted as proof of address.
  • Your name appears on the document.
    The address on the document matches the address you already entered in your application.
  • The issuing date is within the date range accepted for the type of document, current account statement and utility bills, within 5 months, revenue document, within 11 months.
  • Mobile phone bills are not accepted.

If you are still having issues uploading an acceptable document, please call 0818 50 24 24 to book an
appointment in any of our branches.

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If my nationality is different to my place of birth, what do I do?

If your nationality is different to your place of birth, you should use your passport for ID verification. If your nationality needs to be updated you can change this by presenting your passport at any branch. Please call 0818 50 24 24 to book an appointment.

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Does my address verification document need to display my Eircode?

No, the document you supply for address verification does not need to display your Eircode in order to be accepted.

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If I have more than one Non Irish/Non US tax residency. How do I proceed with my application?

If you have more than one Non Irish/Non US tax residency, you will not be able to proceed with opening your Explore account in-app but you may still be entitled to open an Explore account at one of our branches. Please call 0818 50 24 24 to speak to us and book an appointment.

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My ID does not have a surname, but the App will not allow me to continue without entering a surname. What do I do?

We only accept ID with a Surname in-app. You can open an Explore Account at any of our branches. Please call 0818 50 24 24 to book an appointment.

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