FAQs

PPF banka e-Token app

What is e-Token for?

This app is a simple way of confirming online payments and is an alternative to the other option, which is to enter an e-PIN and an SMS authorisation code.

Where can I find e-Token?

The app is available on Google Play and the App Store.

How do I activate e-Token?

You can activate and sign up for the app via our Internet banking (IB). This means that, besides holding a card, you also need to be an IB User. If you don’t have access to IB, please contact your relationship manager.

Can I use e-Token even if the card I use has been issued for someone else’s account?

Yes, if you hold a card issued for someone else’s account (typically a business card issued for an employer’s accounts), the Bank may set your access so that you see only your cards and the transactions you have made with them. There is then no need for account holders to be worried that you, as a Cardholder, will gain access to other data.

What should I do if I don’t receive an e-Token notification?

There is another way you can confirm payment (by entering an e-PIN and an authorisation code that is sent to you via text message). More details can be found here.

Is e-Token payment confirmation always required?

Not if you use an e-PIN together combined with a one-time SMS authorisation code to authorise online card payments. More details can be found here.

There are also certain exceptions, defined by law, where e-Token payment confirmation is not necessary. These are situations where strong authentication is not required (e.g. the payment is for a small amount or for a recurring subscription).

In what circumstances are online payments not subject to confirmation?

Strong (two-factor) customer authentication (SCA) is mandatory for online payments within the EU. Online payment confirmation via e-Token may therefore not be required if you make a payment to a merchant outside the EU. In the EU itself, there are SCA exemptions, such as recurring subscriptions, parking fees, and amounts below EUR 30.

What do I do if I lose my mobile phone?

Please contact your relationship manager or customer support (+420 224 175 902) to agree how to proceed.

Can I sign up for multiple e-Tokens for different cards?

No, an e-Token is linked to a specific Holder. Once a Holder activates their e-Token, it will automatically be used to confirm online payments made with all of the Holder’s cards that have been issued by the Bank.

e-PIN

What is an e-PIN?

A personal secret security code used to confirm online payments made by Debit Card at merchants, especially within the EU.

How do I get an e-PIN?

You will receive an email notifying you of your e-PIN the next working day after you activate your card or internet payments. Your e-PIN will simultaneously be made available to you in your Internet banking (under Debit Card Detail). You can also change your e-PIN here.

What do I do if I don’t receive my e-PIN?

Please start by checking your email inbox’s spam folder. Feel free to contact us through your relationship manager, by email at customer.service@ppfbanka.cz, or by telephone on (+420) 224 175 902.
If you are an Internet banking (IB) user, there is no need to search around – your e-PIN will be directly in your IB’s Debit Card Detail.

Where can I find my e-PIN?

You can view your e-PIN in your Debit Card Detail in the Internet banking system.

How does an ePIN work?

An e-PIN is entered as an additional element of security (on top of the one-time authorisation code you receive by text message) to confirm online payments via Debit Card. It is as an alternative to e-Token payment confirmation.

Is an e-PIN always required?

Not if you use the e-Token app to authorise online card payments. More details can be found here.

There are also certain exceptions, defined by law, where an e-PIN combined with a one-time authorisation code is not necessary. These are situations where strong authentication is not required (e.g. the payment is for a small amount or for a recurring subscription).

Can I have multiple e-PINs?

A separate e-PIN is issued for each Debit Card. If you hold multiple PPF banka Debit Cards (and you have online payments enabled for them), you will therefore have a corresponding number of e-PINs. You can change the e-PIN for each card via IB (in the detail of each of the Debit Cards).

What should I do if I don’t receive a text message with a one-time authorisation code?

If you don’t receive a text message with a one-time authorisation code within one minute, press the “resend SMS” option on the confirmation screen. If you still don’t receive a text message on the second attempt, contact your relationship manager.

In what circumstances are online payments not subject to confirmation?

Strong (two-factor) customer authentication (SCA) is mandatory for online payments within the EU. Online payment confirmation via your e-PIN may therefore not be required when you make payments to merchants. In the EU itself, there are also SCA exemptions, such as recurring subscriptions, parking fees, and amounts below EUR 30.

If I wish to change the mobile phone number I use to receive one-time authorisation codes for online payments, what should I do?

Please contact your relationship manager.