FAQs about Managing your e-Banking

There are 2 different types of credentials:

Username

This is the Username you need to sign in:

• If you sign up online, you create it yourself.
• If you sign up at a branch, you provide one for you. However, you can change your Username through myAlpha Web or myAlpha Mobile: Settings > Security settings > Change Username.

In both cases, the 15-digit Username created for each user remains valid. You can find it in the Profile section on myAlpha Web or myAlpha Mobile.

If you have forgotten your Username, you can easily recover it.

Password

This is the Password you need to sign in:

• If you sign up online, you create it yourself.
• If your sign up at a branch, you will receive an email containing a series of numbers, and a separate SMS informing you which places in the series correspond to your Password digits. You need to combine the information from the 2 messages to create the Password. In this case, you will need to change it as soon as you log in for the first time.

If you forget your Password, you can easily recover it.

Any browser:

• Google Chrome – version 94 or later
• Mozilla Firefox – version 93 or later
• Safari – version 14 or later
• Opera – version 80 or later
• Microsoft Edge – version 94 or later

If you are using an older browser version, make sure you download the latest one.

You must have a smartphone with operating system:

• iOS 12+
• Android 8+

If you have an older operating system installed on your device, the myAlpha Mobile app will run, but you won’t be able to download the latest versions of the app. As a result, you won’t be able to use the latest updates and improved capabilities of myAlpha Mobile. 

The myAlpha Mobile app is not available for rooted devices.

Yes:

• On your computer, through myAlpha Web: Settings > Security settings > Change credentials.
• On your mobile phone, through myAlpha Mobile: Profile > Security settings > Change Username or Change Password.

You can only change the alias Username you have created yourself. Your original 15-digit Username we originally provide you with is still valid and cannot be changed.

For more secure transactions, we ask you to change your Password every 6 months. However, we recommend that you change it even more often than that.

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.

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 connect up to 10 devices to your e-Banking account.

If you get this message, log into your myAlpha Web and choose Settings > Security settings > Connected devices. Delete some of the devices on that list so that they do not exceed the limit of 10.

If the list already has fewer than 10 devices, call us on +302103260000 and we will delete any devices that may not appear on the list.

• From myAlpha Web – Choose: Settings > Security settings > Manage your connected devices > Delete.
• From myAlpha Mobile – Tap on the main menu on the top left and choose: Profile > Security settings > Connected devices > Tap on the rubbish bin icon.

To check your connected devices:

• From myAlpha Web – Choose: Settings > Security settings > Manage your connected devices.
• From myAlpha Mobile – Tap on the main menu on the top left and choose: Settings > Security settings > Connected devices.

Connected device with activated Push Notifications
You can see the device type, the date when it was paired for the first time, the bell icon and the rubbish bin. If you choose the rubbish bin, you can remove your device.

Connected device with no activated Push Notifications
You can see the device type, the date when it was paired for the first time, the bell icon, but with a strikethrough, and the rubbish bin. If you choose the rubbish bin, you can remove your device.

Processing
If “Processing” appears under the device details, the pairing of your device to your e-Banking is being processed.

Once the required secure 24-hour window has elapsed, the pairing is complete and you can approve transactions with your biometrics through myAlpha Mobile.

Connection pending
If “Connection pending” appears under the device details, the secure 24-hour window has elapsed and you can log into myAlpha Mobile to finalise the device pairing.

Yes. Your existing e-Banking credentials are also valid for myAlpha Mobile.

1. Download and install myAlpha Mobile on your mobile phone:
   
   
   
2. Enter your e-Banking credentials (Username and Password) to log in.
3. Create a 4-digit PIN for quick access to the app and faster transactions. At this step, you can opt to use biometrics (fingerprint or Face ID) as you would use your PIN.

This process automatically activates Push Notifications, and directly links your device to your e-Banking account.

The Overview is the myAlpha Web homepage, where you can find key information on all your accounts and cards.

Specifically, you can use this page to:

Manage your products

• Get an overview of your banking products, even those you have with other banks.
• Place your products in your preferred viewing order.
• Add or remove products.
• Access favourite transactions and handy functions.

Customise

• Easily access a user-friendly menu for each product.
• Choose to view the products with or without the respective financial information.
• Find help for each page you need to use.
• Change your screen view to dark mode.

Get the news hassle-free

• Navigate to your Messages to timely access news about our digital networks, products and services that meet your needs, and important announcements.
• View your tax deductions.
• Get an overview of your Bonus points.

Use the “Visibility settings” located right under the Accounts section. You must have the right to update each product.

You can view up to 10 products per category. If you cannot view a product, you may have opted to hide the product.

Only the first 12 saved transactions appear in the My transactions section of the Overview.

You can change the viewing order from the menu: Transfers & Payments > Saved Transactions > Change order. Change the viewing order by dragging and dropping products with your mouse.

Choose Profile > Profile settings to check whether the product has been added and choose whether it will appear in the Overview.

Note that any investment products will appear within 5 working days after you have submitted your request. Alpha Finance takes about 10 working days to appear.

The Messages section is available on myAlpha Mobile and myAlpha Web to inform you about matters that are relevant to your banking needs.

It includes news on products and services that meet your needs, along with important announcements from the bank. Notifications like the one in the image below indicate new messages.

No. You must visit any Alpha Bank branch and provide:

• Your ID card or passport.
• Your most recent income tax clearance certificate with your current home address.

Your registered phone number must also be up to date on our system. You can update it online through e-Banking or provide a recent phone bill when you visit the branch.

For all products, you can use myAlpha Web to:

• Give any name to your products.
• Choose whether a product will appear in the Overview, and in what order.
• Delete and add products to your e-Banking.
• Mark products as Favourites for quick access.

You can also use myAlpha Mobile to save frequent payments and transfers so that they are easier to find.

Just navigate to the menu corresponding to the product type you want to add and click on “Add other product”:

• Account
• Card
• Loan
• Investment

To do this, strong authentication is required.

If you want, you can call us on +302103260000, daily from 08:00 to 22:30, to add products over phone.

You can fully manage your debit, credit and prepaid cards:

For your security

• Report a stolen or lost card, automatically cancel it and opt for a replacement.
• Block or unblock your cards.
• Activate and cancel your cards.
• Get an SMS with your card PIN on your registered mobile phone number, free of charge.

For your transactions

• Change the daily purchase limit on your debit cards.
• Change the daily cash withdrawal limit on your credit and debit cards.
• Top up your prepaid cards or remove funds from them.
• Transfer Bonus points to other card holders.
  

You can add all your Alpha Bank cards to:

• Google Pay
• Apple Wallet
• Garmin Pay
• Xiaomi Pay (Mastercard only)

All you have to do is log into myAlpha Mobile, find your card information and tap on the relevant icon.

1. Scroll down on the home screen (Overview). Under “Credit and Prepaid Cards” and “Loyalty Programme”, select “Add another product”. 
   
2. Click on “Alpha Bank”. 
   
3. Select “Card” from the drop-down list. 
   
4. Type your card number. 
   
5. Click on “Add”. 

Use the Investments menu on myAlpha Mobile and myAlpha Web.

You can always use myAlpha Phone to contact us by phone.

Online, from your computer or mobile phone, as long as:

• You are one of the account holders.
• Your personal information is fully up-to-date. Find out all the ways to update your personal details.
• Your account has not been dormant for more than 20 years.
• The account is not blocked (there are no limitations on debited and/or credited amounts).
• You have previously added the account on your profile.
  

Log into myAlpha Web from your computer or myAlpha Mobile from your mobile and activate the account in 2 simple steps:

1. Locate the dormant account on the home screen (Overview), under Accounts.
2. Choose the “Activate account” option under the account number.
   

If you cannot locate the dormant account on the home screen, click on “Visibility settings” on myAlpha Web and slide the bar to the right to be able to see the account in the Overview screen.

If you have additional dormant accounts, you need to repeat the process for each one separately. 

• On the dashboard of myAlpha Web. 
• In your passbook. 
• In the account statement you receive by post.  

If you know your account number, you can use the IBAN calculator.  

You can navigate to the New products section on myAlpha Web to get online:

• Alpha Smart Save account and Payroll/Pension account.
• myAlpha Quick Loan consumer loan.
• Cheque book.
• myAlpha Benefit transaction package.
• Alpha Bank Enter Visa/Bonus Visa, Alpha Bank Enter Mastercard/Bonus Mastercard, Aegean Bonus Visa debit cards.
• Alpha Bank Prepaid Mastercard and bleep Smile Visa prepaid cards.
• Credit cards Alpha Bank Bonus Mastercard/Bonus Visa, Aegean Bonus Visa, Affinity Mastercard.
  
• Alpha Online Time Deposit and Alpha Online Time Deposit with Bonus.
• ALPHA Credit Protection and ALPHA Credit Protection Plus credit card repayment insurance plans.

You can also use myAlpha Mobile on your smartphone to apply for:

• Payroll or Pension account
• myAlpha Benefit transaction package.
• myAlpha Quick Loan consumer loan.
• Alpha Bank Enter Visa/Bonus Visa, Alpha Bank Enter Mastercard/Bonus Mastercard, Aegean Bonus Visa debit cards.
• Credit cards Alpha Bank Bonus Mastercard/Bonus Visa, Aegean Bonus Visa, Affinity Mastercard.
• myAlpha Vibe