Strong Customer Authentication

• What is Strong Customer Authentication (SCA)?
• Types of authentication methods
• Shopping online – app users (push notifications)
• Push notifications support
• Shopping online – non-app users (one-time passcodes)
• One-time passcode support
• Authentication for Open24.ie/Business24.ie and Mobile app

At PTSB, we’re evolving for our customers to bring you a better banking experience. We continue to improve our technology to bring you new and enhanced features to make online banking more intuitive, convenient and secure giving you an easier day-to-day banking experience.

To help you have a better online shopping experience, we have a quicker and safer way to authenticate online payments in our app.

What is Strong Customer Authentication (SCA)? 

Strong Customer Authentication (SCA) is an additional security measure which further enhances your security when banking online and making online purchases, all while reducing the risk of fraud. This additional security step helps keep you safe online.

Strong Customer Authentication (SCA) will apply to Credit and Debit Card holders as well as online banking, mobile banking and in-app banking customers.

Types of authentication methods

I am an app user

• If you are making certain transactions such as viewing transactions over 90 days or viewing an e-statement in your PTSB App, you will be required to re-enter 3 random digits from your 6 digit Personal Access Number (PAN) on your app to confirm that you want to proceed.
• If you are making purchases online you will receive a push notification to your registered device and will be asked to authenticate by entering 3 digits from your 6 digit Open24/Business24 Personal Access Number (PAN). 

I am a non app user

• You will be asked to authenticate by entering 3 digits from your 6 digit Open24/Business24 Personal Access Number (PAN).
• You will also be asked to confirm the one-time passcode sent to your registered mobile number. 

What are push notifications?

Push notifications allow you to authenticate online payments when using your PTSB Credit or Debit Card to shop online. To confirm that you are using the card, we will send a message to your PTSB App. This is delivered as a push notification, which will prompt you to confirm your purchase safely.

What if I miss the notification?

If you accidentally dismiss a notification for an online purchase, you will not be able to confirm your purchase. To avoid this, we have introduced an easier and more convenient way to authenticate online payments. If you swipe away a notification, you can retrieve the notification by opening the PTSB App, where you will then be prompted to authenticate. You will have 5 minutes from the time that the notification was sent to use your PAN and authenticate the purchase.

Shopping online – app users (push notifications)

1. On the online retailer ‘Authenticate Payment’ screen, select your mobile number and click "Continue" to proceed. If this number is incorrect, you will need to update your mobile phone number by calling 0818 50 24 24 or +353 1 212 4101 9am to 5pm Monday to Friday (excluding Bank Holidays).
2. You will receive a push notification to your registered device. Selecting the notification will bring you directly to the PTSB mobile app, where you will be asked to authenticate your online purchase by entering 3 requested digits from your 6 digit Open24/Business24 Personal Access Number (PAN).
3. Once you have successfully completed authentication on your registered device, you will need to go back to the app or browser where you were making your online payment and click the "Submit" button to proceed. Please don’t click submit before you have authenticated as this may cancel your transaction.

If you're having issues with push notifications please click here.

Push notifications support

If you are a PTSB App user, the above process will only work if you have push notifications turned on. Please ensure that notifications are enabled for the PTSB mobile app in your device app setting. If push notifications are enabled, but you're still not receiving them, try the following:

• Ensure you have the most up to date app version.
• Make sure you are connected to the internet.

Once you have the most up to date app version and are connected to the internet, you can also access the authentication process by simply opening the PTSB mobile app on your registered device.

Enabling notifications for the PTSB App

Android users

1. Go to your device settings.
2. Select "Apps".
3. Select the three dots at the top right hand corner.
4. Select "special access", followed by "appear on top".
5. go to PTSB App from the list, and select "allow all" in this section.

iPhone users

1. Go to your device settings.
2. Navigate to the PTSB App from the list.
3. Select "notifications", then ensure "banner style" is set to "persistent".

Shopping online – non-app users (one-time passcodes)

Depending on the merchant, non-app users may experience two different (but similar) ways to authenticate online purchases. Please see below examples of what to expect when completing SCA for online purchases.

1. On the online retailer ‘Authenticate Payment’ screen, select your mobile number and click "Continue" to proceed.
2. Enter three requested Open24/Business24 PAN digits.
3. Enter the 6 digit one-time Passcode sent to your registered device. This one-time Passcode will be sent to you by SMS from the sender PTSB.

One-Time Passcode support

If you are not receiving a one-time passcode via SMS, the message could be defaulting into your spam/blocked folder. To unblock, please complete the following:

Android device: Go to messages > click on the three white dots on the right side of the screen > settings > blocked numbers and messages > select blocked messages.

iPhone device: Go to settings > messages > blocked contacts

Talk and Text device: Go to menu > messages > screened messages> remove  

Authentication for Open24.ie/Business24.ie and mobile app

Open24.ie/Business24.ie (Desktop journeys)

When performing certain transactions such as setting up a new payment or viewing an e-statement on Open24.ie and Business24.ie, you will be asked to complete authentication by using one of the two methods of authentication described above.

PTSB App journeys

When you perform certain transactions on your enrolled device (mobile or tablet app) such as viewing transactions over 90 days or viewing an e-statement you will be required to re-enter 3 random digits from your 6 digit Personal Access Number (PAN) on your app to confirm that you want to proceed. Please note, you will not receive a push notification, as you will already be using your registered mobile device.