FAQs – Mobile App Options

Through Payments you can:

• Transfer up to €500 on the spot using your mobile phone. It is not necessary to know the account holder’s IBAN. You only need the account holder’s mobile phone number if they are an individual or their tax number if they are a company.
• Receive up to €500 a day, without the sender needing to know your IBAN. They just need to know your mobile phone number or email.
• Shop online with the amount charged directly to your account.

Log into myAlpha Mobile and follow the steps.

1. On the main menu, tap on “IRIS Payments” and then again on “IRIS Payments”.
2. Swipe left 3 times.
3. On the screen that appears choose:
   
   Debit account – the account from which you will be sending money.
   
   Credit account – the account to which money will be sent.
   
   Find me through – how you want money to be sent, using your mobile number or your email address.
   
4. Tap on the box to accept the terms of use and then tap on “Service Activation”.

Log into myAlpha Mobile and follow the steps.

1. On the main menu, tap on “IRIS Payments” and then choose “Using mobile number, email or tax number”.
2. Tap on “Send”.
3. On the screen that appears, choose a contact to transfer money.
4. Enter the amount you want to send and then tap on “Continue”.

It takes 4 steps to shop online and charge the amount directly to your account:

1. On the e-shop payment screen, choose IRIS as the payment method, then Alpha Bank from the bank list.
2. You will be automatically redirected to the secure payment page of myAlpha Mobile, where you will have to log in using your credentials (Username and Password) or biometrics.
3. Check the order details and choose the account to be debited. A message will confirm the transaction has been successful.
4. You have the option to print out a payment receipt.
   

Pay professionals from your mobile phone through myAlpha Mobile, without knowing their IBAN. They just need to have activated IRIS Payments for professionals and sole proprietorships.

You can transfer money in 2 ways:

• Scan the QR Code of the professional.
• Fill in the mobile or tax number of the business tax number and optionally the mobile number of your business, if it is registered in the service. 
  

You can pay professionals and businesses, e-shops and bills.

Through myAlpha Mobile, tap on: IRIS Payments > With QR code.

Once your phone camera turns on, scan the QR code and make the payment.

For e-shop payments only, you need to choose the account to be charged and confirm the transaction with biometrics. The result of the transaction is displayed on the merchant's confirmation page.

Between your own Alpha Bank accounts or to another holder’s Alpha Bank account

1. On the main menu, tap on Transfers > Within Alpha Bank.
2. Choose the account to be debited (From) and the account to be credited (To), along with the amount to be transferred.
3. Choose how the transfer is executed: “Immediate” if you want the transfer to be carried out right away or “At a selected date” if you want the transfer carried out on a future date.
   
   If you choose “At a selected date”, you must also choose whether the amount will be blocked or not.
4. You have the option to add transfer details.
5. Click on “Carry out”.

To another bank in Greece

1. On the main menu, tap on Transfers > Within Greece.
2. Choose the account to be debited (From) and the account to be credited (To), along with the amount to be transferred.
3. Choose how the transfer is executed: “Immediate” if you want the transfer to be carried out right away or “At a selected date” if you want the transfer carried out on a future date.
   
   If you choose “At a selected date”, you must also choose whether the amount will be blocked or not.
4. Choose the charges type: SHA (you only pay the fees for Alpha Bank) or OUR (you pay all the transfer fees).
5. You have the option to add transfer details.
6. Click on “Next”.

To a bank abroad

1. On the main menu, tap on Transfers > Abroad.
2. Choose the account to be debited (From) and the account to be credited (To), along with the amount to be transferred.
3. Fill in the fields: Beneficiary's bank code (BIC CODE), Beneficiary's name, Order amount, Currency, Details for depositor, Details for beneficiary, Message for beneficiary.
4. Choose how the transfer is executed: “Immediate” if you want the transfer to be carried out right away or “At a selected date” if you want the transfer carried out on a future date.
   
   If you choose “At a selected date”, you must also choose whether the amount will be blocked or not.
   
   If you transfer money to an account at a bank outside the Single Euro Payments Area (SEPA), you may only choose “At a selected date”.
5. Choose the charges type: SHA (you only pay the fees for Alpha Bank) or OUR (you pay all the transfer fees).
   
   If you transfer money to an account at a bank outside the Single Euro Payments Area (SEPA), you may only choose SHA.
6. Tap on “Continue”.

As soon as you have completed the transfer or payment on myAlpha Web or myAlpha Mobile, you can set a friendly name for it and save it.

You can manage your saved transfers online:

• On myAlpha Web, go to Transfers & Payments > Saved Transactions.
• On myAlpha Mobile, go to Transfers > My transfers OR Payments > My payments.

There, you can:

• Change your transaction viewing order.
• Modify the details of a transfer.
• Delete any transfers you no longer need.
• Create new transfers.

Log into myAlpha Mobile and follow the steps.

1. On the home screen (overview), choose “Payments”.
2. Choose “Scan-to-Pay” and then the company or organisation you want to pay.
   Alternatively, you can search for the payment you want to make through the “Payment Categories”.
3. Choose the account to be debited (From).
4. Fill in or scan the payment code number and enter the amount.
5. Choose the payment date: “Immediately” if you want the transfer to be carried out right away or “At a selected date” if you want the transfer carried out on a future date.
   If you choose “At a selected date”, you must also choose whether the amount will be blocked or not.
6. Tap on “Continue”.
7. Confirm the transaction with your biometrics or the 4-digit PIN.

You can make payments to over 1,000 companies and organisations.

• State and social insurance funds – Tax Offices, EFKA, EYDAP, EUATH, stamp duties, vehicle registration fees, municipalities, chambers, etc.
• Energy – Power and natural gas providers (PPC, HERON, Volterra, efa, etc.), oil companies (MYRTEA, HERMES, CORAL, etc.), power grid operators (DESFA, DEDDIE, IPTO, etc.). 
• Telecommunications and internet – Vodafone, Cosmote, Wind, Nova, etc.
• Insurance companies – Ethniki Insurance, NN Hellas, Generali, Ergo, Internamerican, European Reliance, etc.
• Donations – Patient associations, NGOs, foundations, etc.
• Other companies and organisations – Trading companies, gyms, transportation companies, educational organisations, tyre companies, associations, security companies, etc.

Find out how you can make a payment through myAlpha Mobile.

View the detailed list of payment charges for any organisation and company.

On the “New Products” section, you can get the following online:

1. Payroll / Pension account.
2. myAlpha Benefit transaction package 
3. myAlpha Quick Loan consumer loan.
4. Alpha Bank Enter Visa / Bonus Visa, and Alpha Bank Enter Mastercard / Bonus Mastercard debit cards.
5. Alpha Bank Bonus Visa, Alpha Bank Bonus Mastercard, AEGEAN Bonus Visa, and Affinity Mastercard credit cards. 
6. myAlpha Vibe, pocket money for children. 

Online, as long as you have e-Banking credentials: 

From your computer through myAlpha Web 

1. On the home screen (Overview), click on New products > Debit Card. 
   
2. Choose if you want to apply for a Visa or Mastercard. 
   
3. Learn more about the key features of your chosen card. 
   
   
4. In the Card Settings section, choose the account you want to link to your card, and set the daily withdrawal limit. Click on “Next”. 
   
   
5. Choose a card from the list and click on “Next”. 
   
   
6. On the next screen, confirm the accuracy of your personal details so that we can send you your card and PIN. Accept the Terms and Conditions for banking with us and click on “Next”. 
   
   
7. Tap on the Push Notification you will receive on your mobile phone to complete the process. 
   
   

From your mobile phone through myAlpha Mobile 

1. On the menu, tap on Cards > Get a new debit card. 
   
2. Swipe to view all available cards. 
   
3. When you find the card you need, tap on “Next”. 
   
4. Choose the account you want to link to your card and tap on “Next”. 
   
   
5. You will see the proposed daily withdrawal limit. If it is not suitable to your needs, you can change it. Click on “Next”. 
   
   
6. On the next screen, confirm the accuracy of your personal details so that we can send you your card and PIN, and tap on “Next”. 
   
   
7. Accept the Terms and Conditions for banking with us and tap on “Next”. 
   
   
8. Confirm the transaction to complete the process. 
   

If you don’t have e-Banking credentials, you can apply at any Alpha Bank branch. 

Cancel your card and apply for a new one. If you are not sure whether your card has actually been lost, you can temporarily block your card.  

You can cancel your card: 

From your computer through myAlpha Web 

1. Find your card on the home screen (Overview). 
2. Click on the 3 dots on the right of the card and choose “Lost/Stolen/Damages card”. 
3. Choose the reason why you want your card cancelled, and whether you would like us to issue a new card. Issuing a new card costs €5 for Enter Visa and Enter Mastercard debit cards.
4. Choose an address for the new card to be sent to. 
5. Find out how you will receive your PIN. 
6. Click on “Send”. 

From your mobile phone through myAlpha Mobile 

1. On the home screen, scroll down to the Cards section and tap on the card you need blocked. 
2. Tap on “Settings”. 
3. Tap on Stolen/Lost card”. 
4. Choose the reason why you want your card cancelled, and whether you would like us to issue a new card. Issuing a new card costs €5, except for Bonus cards that are issued at no cost.
5. Choose an address for the new card to be sent to. 
6. Find out how you will receive your PIN. 
7. Tap on “Next”. 

Your card is cancelled automatically. 

If you do not have e-Banking credentials, call us on +302103260000. 

For your own protection, review the transactions on your card. If there is a transaction you cannot identify, you can dispute the transaction online, by calling us on +302103260000, or at any Alpha Bank branch. 

To stay on top of your card transactions, you can activate Alpha alerts.

From your computer or mobile phone, as long as you have e-Banking credentials.

From your computer through myAlpha Web:

1. Locate your new card on the home screen (Overview).
2. Click on the 3 dots on the right of the card and choose “Activate Card”.
3. Fill in your card expiration date and choose “Activate”.

From your mobile through myAlpha Mobile:

1. Scroll down to the Cards section on the home screen.
2. Choose “Activate card”.
3. Fill in your card expiration date and choose “Activate”.

If you cannot find your new card on myAlpha Web or myAlpha Mobile, you can add the card.

If you do not have e-Banking credentials, you can activate your card at an Alpha Bank ΑΤΜ after you have received your PIN.

See step-by-step instructions on how to activate your card.

1. On the menu, choose “Cards” and then your prepaid card.
2. On the bottom of the screen, choose “Load”.
3. Choose the account from which you want to transfer the money and enter the amount. Tap on “Continue”.

From your computer through myAlpha Web:

1. Find your card on the home screen (Overview).
2. Click on the 3 dots on the right of the card and choose “Security settings”.
3. In the field “Cash withdrawal limit” or “Transaction limit”, click on “Change”.
4. Fill in the new daily limit you want, up to €3,000, and choose “Save”.
   

From your mobile phone through myAlpha Mobile:

1. On the home screen, scroll down to the “Cards” section and tap on the card you want.
2. Tap on “Settings”.
3. Scroll down to the “Change limits” section and tap on “Change” next to the limit you want to change (cash withdrawal or transaction).
4. Fill in the new daily limit you want, up to €3,000, and choose “Save”.
   

If you hold a credit card, you can only increase the cash withdrawal limit. Find out how to increase the transaction limit on your credit card.

If you do not choose to replace your card upon reporting it stolen or lost, you will then need to issue a new card.

Find out how to apply for a debit card, prepaid card and credit card. 

You can ask us to remind you your PIN online: 

From your computer through myAlpha Web 

1. Find your card on the home screen (Overview). 
   
2. Click on the 3 dots on the right of the card and choose “Send PIN”. 
   
3. Confirm that your mobile phone number is correct and click on “Send”. If you wish to receive your PIN on another mobile number, you should first update your contact details.
   

From your mobile phone through myAlpha Mobile 

1. On the home screen, scroll down to the Cards section and tap on the card you need a new PIN for. 
2. Tap on “Settings”. 
3. Tap on “Send PIN”. 
4. Confirm that your mobile phone number is correct and tap on “Send”. If you wish to receive your PIN on another mobile number, you should first update your contact details through eGOV-KYC.

If you do not have e-Banking credentials, call us on +302103260000. 

Yes, as long as you transfer the points to a Bonus card. 

From your computer, using myAlpha Web

1. Find the “Loyalty” section on the home screen (Overview) and choose “Bonus points transfer”.
2. Enter the card to which you want your points transferred. You can choose a card you have already saved in your contacts or type the number of another Bonus card in the relevant field.
3. Enter the number of Bonus points you want to transfer and choose “Next”.
4. Confirm the transaction details and choose “Next”

From your mobile phone, using myAlpha Mobile

1. On the Menu, tap on My Bonus Account > Bonus points transfer.
2. Enter the card to which you want your points transferred. You can choose a card you have already saved in your contacts or type the number of another Bonus card in the relevant field.
3. Enter the number of Bonus points you want to transfer and choose “Next”.
4. Confirm the transaction details and choose “Confirm”.

From the Bonus app

1. Choose your account icon on the home screen.
2. Choose “Bonus points transfer” on the appearing menu.
3. Enter the number of Bonus points you want to transfer.
4. Enter the number of the card to which you want the points transferred, then tap on “Transfer”.

Over the phone on +302103260000.

You can update your personal details online through myAlpha Web or myAlpha Mobile:

1. Log in using your credentials.
2. Choose to update your documents online from the menu.
3. Select the details you want to update, along with the document type you will be uploading.
4. Submit your document online.

If you do not have e-Banking credentials, you can use an Alpha Bank card.

1. On the Documents Update page, scroll down to the Online document update section.
2. Fill in your Alpha Bank card details.
3. Select the details you want to update, along with the document type you will be uploading.
4. Submit your document online.

You can also update your personal details online through eGov-KYC.

Yes, you can easily change your mobile number and email address:

• From your computer through myAlpha Web: Settings > Personal info. Click on the pencil icon next to the details you want to change.
• From your mobile phone through myAlpha Mobile: Profile > Personal info. Tap on the icon on the right of the details you want to change.

Especially for the mobile number, you need to have access to your old number, as you will receive a 6-digit confirmation code first on your old number and then on the new. The change will go through in 2 business days.

If you do not have access to your old number, book an appointment at a branch through e-Banking.

From your computer through myAlpha Web:

1. Log in using your credentials.
2. Choose Settings > Personal info.
3. Choose to submit online the required document.
4. Choose the details you want to update, along with the document type you will be uploading. Accept the terms of use.
5. Upload the document and choose “Continue”.
   

From your mobile phone through myAlpha Mobile:

1. Log in using your credentials.
2. On the main menu, tap on User info update > Continue > Document upload.
3. Choose the details you want to update, along with the document type you will be uploading.
   
4. Upload the document.

You can recover your Password online, as long as you have registered your email address and mobile phone number with Alpha Bank. To recover your Password online, you will need your Username, i.e., either your 15-digit Username we originally provide you with or the alias you created yourself.

If you cannot remember your Username, you can easily recover it online or by calling us on +302103260000.

You can recover your Username online, as long as you have an Alpha Bank credit, debit or prepaid card and you have registered your mobile phone number and your email address with Alpha Bank.

Alternatively, you can call us on +30210326000 and we will provide it for you.

Strong customer authentication is 1 of the methods we use to protect your transactions. Combined with your credentials (Username, Password), it provides increased transaction security..

You can complete a transaction that requires strong authentication using 2 methods:

1. A Push Notification or a QR Code through the myAlpha Mobile app.
2. A myAlpha Code sent to your mobile phone (Viber or SMS).

Both methods increase transaction security, as:

• To confirm a transaction using a Push Notification, you have to use your 4-digit myAlpha Mobile PIN or biometrics (fingerprint or Face ID).
• Each myAlpha Code is unique, it is created only once based on your chosen transaction and used for this transaction alone.

To further protect you from the threat of online fraud, we apply an additional warning mechanism which requires a 2nd confirmation with Push Notification, myAlpha code or email, so you can complete certain transactions. For example, when you increase your daily transfer limit or when we detect unusual activity on myAlpha Web or myAlpha Mobile.

See how we protect your transactions from online fraud.

Push notifications are one of the methods we use to protect your transactions in the context of strong customer authentication.

They are sent to your mobile and help you complete your transactions faster and easier, using biometrics or your 4-digit myAlpha Mobile PIN.

myAlpha Mobile also allows you to receive informative Push Notifications.

These are notifications you receive through myAlpha Mobile regarding:

• Account management issues – Device identification/removal, changes of PIN, Username, Password, mobile phone number or email address, failure to complete scheduled transfers and payments.
• Information about transactions with selected Alpha Bank cards.

To see the informative Push Notifications you have received over the last 6 months on myAlpha Mobile: Tap on the bell icon at the upper right corner of the screen.

You can use myAlpha Mobile to approve transactions you carry out on myAlpha Web and which require strong authentication:

1. Choose “Show QR Code” as the authentication method.
2. Open myAlpha Mobile on your mobile phone and, without logging in, tap on QR Code Scan.
3. Your mobile phone camera will automatically switch on and you will have to scan the QR Code appearing on the myAlpha Web screen.
4. A 6-digit code will appear on your mobile screen. Type this code in the respective field on myAlpha Web.