General guidelines on digital channels & ATMs

Access codes

1. Personal codes

Access Piraeus e-banking:

with personal codes, i.e. the username and password that only you know
issue your personal codes online if you choose free online registration in Piraeus e-banking or at a Piraeus Bank branch upon signing your contract
the first time you use Piraeus e-banking for your own security, the system asks you to change your PIN if you have registered online or your username and PIN if you have registered in a branch
every two or three or six months, or every time you request the codes to be reissued, the system automatically redirects you to the “Change Password” screen. You can change you codes more often if you like

You can access Piraeus phone banking if you enter both the customer authentication codes that only you know:

the mobile or landline phone you register when you sign up for the service and your password
if you are calling from the phone you registered without hidden caller ID, just enter your password
if you are calling from a different phone or with hidden caller ID, enter the phone number you provided during registration and then your password
your initial password is the 4-digit PIN of your Piraeus Bank debit card and you can replace it with a 6-digit code of your choice
the 6-digit code will only be valid for Piraeus phone banking, not for your debit card

2. Password lock

If you have forgotten your username click here.
If you have activated extraPIN and remember your username but forgot your password you can re-issue your password here.
If you remember your username and password, but have entered them three (3) times incorrectly click here.

Alternatively, call the customer service center from landline or mobile, Greece or abroad at +30 210 32 88 000.

3. Automatic logout

When during your login to Piraeus e-banking the system detects that there has been no activity for 10 minutes, for your security you are automatically logged out.

4. Verification of details
Before carrying out any transaction, Piraeus Bank's representatives verify your details, for your own security.

Transactions with authentication

To carry out transactions in Piraeus e-banking, identification is required for each transaction.
Your identification is easily, quickly and free of charge with a push notification* or with the extraPIN you receive via Viber** or SMS to the mobile phone you have registered with the bank.

*You will receive the code by push notification, if you have the Piraeus app and the notifications enabled.

**A prerequisite is to have a Viber account, with the mobile phone number you have declared to the bank for receiving the extraPIN code. The extraPIN code will be sent to Viber from the Piraeus e-banking account. In case you don’t have a Viber account, or it is not possible for any reason to send you the extraPIN code via Viber, you will continue to receive it on your mobile via push notification or SMS. If you don’t want to receive the extraPIN code via Viber, you can exclude Piraeus e-banking from the list of recipients in the Viber app and undo this option at any time.

Encryption and confidential data transmission

Controlled access (Firewall)

A firewall controls access to Piraeus Bank’s servers. It operates on two levels:

It allows customers/visitors or subscribers/users to use specific services
It prevents third parties accessing systems and databases that contain Piraeus Bank’s confidential data and information

Encryption

From the beginning to the end of your online session at Piraeus e-banking all your information and personal details are encrypted using the SSL-128-bit (Secure Sockets Layer) encryption protocol.

Confidential data transmission

To keep the data you transmit during your Piraeus e-banking session confidential, we use the SSL-128-bit encryption protocol. This key has been developed in partnership with Verisign, the most widely recognised encryption key generator company for banking services that specialises in transaction security.

Personal data protection

Piraeus Bank respects and safeguards your personal data. That is why we keep your personal data on a secure central server.

We implement Law 2472/1997 on the protection of individuals from the processing of personal data and record the personal data of all customers, suppliers, employees and associates of Piraeus Bank that it becomes aware of as a result of employment relationship or partnerships or business transactions, in a file. That data may be sent elsewhere in Greece or abroad only if the data file is held and the data transmitted in accordance with the business objectives of Piraeus Bank and the requirements of the law.

For more information about the safeguarding of personal data, please call our customer service department from landline or mobile, Greece or abroad at +30 210 32 88 000.

Recording of calls

For your own security, the system registers and records all calls. To suspend this service and have all your calls erased, submit a relevant application to Piraeus Bank.

ATM fraud prevention

Location of the ATM

Be aware of others around before using an ATM machine.
Be sure that nothing seems unusual near the ATM machine.
If you find any suspicious object, alterations or markings in the card slot, such as warped frame, abrasions, additional accessories, holes, avoid using this ATM machine. Please notify immediately the bank.

Regarding the machine

If your card is unexpectedly retained by an ATM or you are facing any problem during the transaction, contact Piraeus Bank (+30 210 32 88 000 from Greece and abroad).
Do not take any advice from "helpful" strangers that happen to be standing near an ATM, especially if your card has been unexpectedly retained.
If the machine exhibits any damage, contact Piraeus Bank (+30 210 32 88 000 from Greece and abroad).

During the transaction

Always use your hand as a shield while entering your PIN to keep it secret.
When the transaction is completed and before leaving the ATM, you should store both card and cash safely.
Ensure that you are alone while using an ATM at night, especially at not crowded places.
When using an ATM booth, do not allow unfamiliar people enter the lobby during the transaction.
Do not leave your keys or valuable objects in your car while using the ATM and do not leave your car engine into operation.
Ensure that you received your card after the transaction.

After the transaction

Never leave the transaction receipt by the ATM machine.
Always shred all documents such as receipt, correspondence, that can contain any of your personal information (name, address etc.).
Regularly check your accounts for transactions you may not recognize and report them directly to Piraeus Bank.
Pay attention to card expiry dates. If your replacement card hasn't arrived, call Piraeus Bank to check the procedure status (+30 210 32 88 000 from Greece and abroad).

Protecting your card and PIN

Avoid using as password (PIN) a date of birth, phone number or other personal information that can be easily understood by abusers.
Avoid writing down the PIN, for example in the note list of your mobile phone.
Avoid using the same PIN in more than one card.
Choose and memorize the PIN code that only you will know and that cannot be identified by your personal objects in your wallet or bag.
Never disclose your PIN to anyone, not even a police officer or a bank employee. Piraeus Bank staff would never ask for your PIN.
Check your statements regularly for any transactions you don't recognise and report them to Piraeus Bank immediately.
Don't give or lend anyone your card.
When you are outside, hold only the cards you are willing to use.
Report immediately the theft or card loss to Piraeus Bank.
Never keep your PIN with your card.

Retention of forgotten card

Visual and audio signals and screens guide you through each transaction and notify you if you forget to take your card or cash from the ATM. However, if you do forget your card or cash at the ATM, in a very short period of time they are pulled and kept inside the ATM.

Card deactivation

If you enter your PIN wrongly 4 times at the ATM, for your own security, the system automatically deactivates your card.

To activate your card with new access codes so that you can use it at ATMs, you have to verify your details. Call the customer service department from landline or mobile, Greece or abroad at +30 210 32 88 000.

Management of daily transfer limit

To ensure maximum security in transactions, you can set via Piraeus e-banking a daily transfer limit, for the transactions "Third party Transfer" and "Transfer to Other Banks/ Remittance".

From the Piraeus e-banking profile menu, select Security Settings > Daily Transfer Limits Management, while from the Piraeus app profile icon select Piraeus Settings > Profile. Then select "Daily Transaction Limits" and set the amount that suits you according to your daily needs.

If you wish, you may adjust it anytime through the digital channels of Piraeus e-banking.

Scheduled/post-dated transfers to a third party at Piraeus Bank and transfers to another bank/remittance are counted towards the consumption of the daily limits.

Transaction additional verification mechanism

Piraeus Bank has implemented a new transaction additional verification mechanism* on selected monetary transactions** via Piraeus e-banking, for enhanced security.

Specifically, if you are required to provide additional authentication in order to complete a transaction in Piraeus e-banking, you will be asked to enter 2 of the 4 digits of the PIN of your personal Piraeus Bank debit card.

If you have more than one active Piraeus Bank debit card in your possession, you will be asked to select the debit card you wish for the transaction additional verification mechanism.
If you do not have an active personal debit card, you will be asked to enter the code (OTP) that will be sent to the contact e-mail you have registered/confirmed in Piraeus e-banking.

^*The new way of transactions verification is in addition to those required for the strong authentication of transactions in Piraeus e-banking in accordance with the implementation of the European Directive (PSD2) for Payment Services and enhances the security of transactions with its correct use

**Transactions to trusted beneficiaries are also included

Block Piraeus e-banking access online

Now you have the option to block online Piraeus e-banking access, in order to protect yourselves from fraud incidents.

In case there are serious reasons and you want to block Piraeus e-banking access, follow the steps below:

From the login page, select "Block Piraeus e-banking access". Alternatively, from the upper right login screen of Piraeus app, select the icon for blocking Piraeus e-banking access.
Enter your debit card number and your mobile phone number. Alternatively, enter your VAT number or your ID number and your mobile phone number.
Enter the OTP code that will be sent to the mobile phone you have registered with the bank.

Then, once you have selected the access or accesses you want to block, the process is complete and you are not allowed to log into e-banking, nor execute any active orders in Piraeus e-banking as long as the codes remain blocked.

Caution! In order to reactivate access to Piraeus e-banking, contact us at +30 210 32 88 000.

Disputing card transactions

You can dispute the transactions you have made with your card.

Piraeus e-banking

Select Cards > My Credit Cards/My Debit Cards/My Prepaid Cards > Disputing card transactions.
Tap Dispute and select the reason and card that suits you.
Fill in all the necessary information and complete the request.
Track your request from the History tab.

Piraeus app

From the Services menu, select Dispute card transactions.
Select New request, the reason for the dispute and the card the transaction was executed on.
Complete the request and track it from the History tab.

Additional safety tips

Under no circumstances should you disclose your password to any third party who intends to help you, even if you experience difficulties at the ATM during your transaction.
Be wary of anyone who tries to help you carry out an ATM transaction.
When entering your password at the ATM, make sure you cover the keyboard with your hand. Also make sure that any third parties are at a safe distance.
Avoid making a transaction at the ATM if you notice any suspicious movement around you.
If you suspect that someone else knows your password, change it through the corresponding transaction at any Piraeus Bank ATM.
In the event that a transaction is not successfully completed for no apparent reason to you or if you require any additional information, please contact the customer service department at +30 210 32 88 000.

Security is your responsibility too

The security of your data on Piraeus e-banking also depends on how responsibly you manage it. Only you know your personal access codes. You should not disclose them to anyone.

Piraeus e-banking’s customer service line will never ask you for your PIN. If anyone contacts you by phone or email asking you for your PIN or asking you to log into Piraeus e-banking by clicking on some link, treat it with suspicion.

Don't reveal you personal access codes for Piraeus e-banking to anyone, even if they promise that they will offer you additional services or assistance. By providing your codes, you are giving that person access to your accounts and personal data. If these are used maliciously, you are directly responsible for the consequences.

If you believe that someone has phished your PIN change it immediately. Log into Piraeus e-banking and change your PIN in your “Profile”. Let us know about it immediately.

Call the customer service department:

from landline or mobile, Greece or abroad at +30 210 32 88 000.

In addition, you can deactivate online your access to Piraeus e-banking.

In 3 simple steps
1. Design your loan	Through the specially designed tool you select: loan amount duration of the loan loan rate
2. Register your application at any time	Confirm your basic personal and professional information Attach the necessary supporting documents Complete the registration of the application
3. Loan disbursement	Your application is assessed by the bank Once the application is approved, you sign the contract documents with an approved electronic signature (OTC) The money is credited to your account

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