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Support Chat help

Getting started

Our Support Chat service can now be accessed through the PTSB banking app for mobile and tablet. Download the PTSB app today to get started.


Find out more about our Support Chat service, how to avail of the service, opening hours, benefits and more.

Discover Support Chat
How do I access Support Chat support? 

Our Support Chat is accessible through the PTSB banking app for mobile and tablet. Follow the steps below to avail of this service:

  • Simply log in
  • Tap the menu icon (three lines) in the top left hand corner of the home screen
  • Select "Help and Information"
  • and then "Support Chat" to message us

Please note: Support Chat is available on the PTSB banking app for mobile and tablet app version 9.1 and above. It is not available through our website on desktop or laptop.

Find out more information on this and the Operating Systems compatible with our Support Chat.

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When will the Support Chat team be available?

Our Support Agents will be available on Support Chat from 9am – 5pm, Monday to Friday (excluding Bank Holidays). However our automated Chatbot service is available 24/7 to assist you with a variety of frequently asked questions.

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What services can I get support with on Support Chat?

There are a number of everyday banking services that our Support Agents can help you with through Support Chat.

Support Services Available

Balance Enquiries

Ordering Statements for your Current, Deposit or Savings Accounts

Ordering Interest Certificates for your Deposit or Savings Accounts

Direct debit, standing order and payee enquiries

Existing Term Loan Enquiries

VISA Credit Card Repayment Enquiries

Find out why transactions are "pending" or "declining"

Government Stamp Duty Enquiries

Transaction Enquiries

Fraudulent Transaction(s) Enquiries

Request a Cash Withdrawal over €5000

Book an appointment in one of our Branches

Leave a travel note on your file for using your card while travelling abroad

Subscription Cancellations and VISA Payment Disputes

Delete a Payee, Direct Debit or Standing Order

Ordering a Chequebook

Ordering a PIN Reminder for Debit or Credit Card

Replacing a Visa Debit / Credit Card as Damaged

Replacing a Visa Debit / Credit Card as Lost / Stolen

Stopping Cheques

If our Support Chat team are unable to assist you, they will be able to advise you of the next best available action to take to get your query resolved.

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Can I obtain a copy of the conversation that I had over Support Chat?

You can request a copy of your conversation from the Support Agent you are speaking with. Please note, this may take up to 40 days to generate and send out to you.

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Will I ever be prompted by PTSB to start a Support Chat?

You will never be prompted by PTSB to start a Support Chat. Starting a Support Chat will be up to you to initiate through the ‘Help and Information’ section of the PTSB banking app.

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Is the PTSB Support Chat service secure?

The Support Chat service is fully secure. This is because when you use it, you are logged in to our mobile banking app which uses the highest level of Secure Socket Layer (SSL) encryption to securely store, transmit and protect your personal information and data.

It is still important that you never share anything private such as your internet password or personal banking information.

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Can I get advice on PTSB products or services on Support Chat?

Our Support Agents will not be able to provide advice on the suitability of PTSB products or services for you through Support Chat.

Please call us today on 0818 50 2424 or +353 1 212 4101, Monday to Friday, 9am-5pm (excluding Bank Holidays) and a member of our Sales Team will be able to assist you. Alternatively, you can visit your local branch if you require further information in relation to our products and services, or refer to our website. 

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Is there any information that I should not provide via the Support Chat service?

For security purposes, you should never disclose account or card information when using the Support Chat service. We will never ask for this information while you chat with us.

Also, please refrain from sending any abusive, defamatory, dishonest, or inappropriate language during a chat session as we may end your Support Chat session should this occur.

Please see below a list of device operating systems which support this app version.

Android Version
iOS Version

Android 7.0-7.1.2

iOS 12

Android 8.0-8.1

iOS 13

Android 9.0

iOS 14

Android 10.0

iOS 15

Android 11.0

iOS 16

Android 12.0


Android 13.0


Unfortunately, if you do not have one of the below device operating system versions, you will not be able to access the app and therefore Support Chat.

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