Frequently Asked Questions -winbank wallet App

winbank wallet description

How could I download and setup winbank wallet into my iPhone?

winbank wallet is only available for smartphones with Android operating system. Apple Inc. has a proprietary payment system, named Apple Pay, and currently it does not allow 3rd party payment software to be installed.

My device is factory or personally rooted. Why I cannot use winbank wallet?

winbank wallet follows the official international security specifications of Visa & MasterCard, does not let the application to function in either factory or personally rooted devices. We take seriously the security of the payment method you use.

Can I register any of my Piraeus Cards into winbank wallet?

Currently you may register any of your Visa or MasterCard Debit Cards issued by you. For your convenience you may select more than one card at once, to register at winbank wallet. In the future you will be able to select your Credit or Prepaid Cards.

I own a Piraeus Business Debit Card. Could it be added at winbank wallet?

At winbank wallet you can only select to register Piraeus Debit Cards for “individuals”.

Can I download winbank wallet into more than one device?

winbank wallet can be downloaded to more than one device, meeting the technical specifications. But you cannot register the same card to more than one device.

Payments

In which stores I can pay using winbank wallet?

You may use it to pay in any brick and mortar store, internationally. You may distinguish the appropriate contactless POS having the logo . Most of the POS’s in the Greek market can accept contactless mobile transactions.

How does winbank wallet works?

Transact in a simple and seamless way when you see the contactless logo at a POS:

  1. Cashier keys-in the purchase amount at the POS caring the contactless symbol
  2. Having switched on the NFC reception on your device, you open the winbank wallet application, enter your mPIN code
  3. Steadily, place your device face-up, close to the POS
  4. Within the next 3-4 seconds the characteristic communication signal between your device and the POS will sound. In the screen of both screens you can see the result of the payment try.
  5. Payment Completed! Just collect the POS receipt for your records.
    • The payment result, either Acceptance or Decline, will be shown at the POS.
    • The masked card number visible at the POS receipt is not your plastic card number but the digital card registered inside winbank wallet.
    • Don’t forget to switch-on your mobile’s NFC

Could I make payments at the POS even without the use of my internet connection?

Yes! Using winbank wallet does not prerequisites having internet connection or cellular reception at the time of payment.

What is the maximum spending amount whilst using winbank wallet?

Whereas there is not any limit on the spending amount, your current plastic card limits are still valid for these transactions.

Available Balance & Transaction Information

How could I be informed on the available balance of my card?

By selecting “Available Balance” button, on the main screen of winbank wallet, you can be informed on the relevant card’s available balance. Slide the card image to switch to a different registered card and check the available balance of that card. The available balance shown is the balance of the linked account you have chosen to be primary on that card. You will need internet connection to perform the above actions.

Where could I be informed on recent payment tries?

In winbank wallet you will be able to see a list of recent payment tries. Select “Payments History” to show the list of recent payments of the selected card. Slide the card image to switch to a different registered card and check the recent payments of that card. By navigating to “Transaction History” on the management menu you can see the consolidated payments of all your registered cards. Furthermore if you wish to filter the payments in Approved/Declined you will need to have internet connection.

The POS receipt shows a different masked number than the one shown in my plastic card or the graphic icon on winbank wallet. Why is that?

All payment tries are been made using a secret digital corresponding number so-as-not to circulate your real card data. The proof of this is the different masked number shown in the POS receipt.

winbank wallet & card management

Steps to register a card into winbank wallet

  1. Connect to mobile banking using your winbank credentials.
  2. Select the category ' Purchases/applications "on the mobile banking home page, then the submenu" winbank wallet".
  3. Select "Add cards" and select the card(s) you want to use for your payments via your mobile device (debit Visa or MasterCard).
  4. Follow the steps until "transaction completion" screen to receive the first part of the activation code to register your card in winbank wallet. You will receive the 2nd part to your extra PIN phone. WARNING: Please make a note of the 1st part of the activation code before closing the mobile banking App because you will need it to activate – activation code is valid for 15 minutes.
  5. Open winbank wallet and accept terms and conditions.
  6. Insert the 2 parts of your activation code and select your mPIN.

winbank wallet is ready for payments!

Could I install winbank wallet into more than one device and register a card?

You can install winbank wallet to as many devices as you wish. On the other hand the registration of a card into the application can take place in a single application. So you cannot register the same card to more than one device. If you want to register an already registered card to a different divice, you should delete the card from within the application and follow the usual registration procedure at your other device. You will need internet connection to perform the above actions.

How do I delete a registered card from winbank wallet?

From the main menu screen of winbank wallet select “wallet management” and then “Card settings”. By pressing the “x” button the selected registered card will be deleted. You will need internet connection to perform the above action.

How do I change my mPIN?

From the main menu screen of winbank wallet select “wallet management” and then “change mPIN”. You will need internet connection to perform the above actions.

In case I forget my mPIN could I reset it?

In the case you want to reset your mPIN, you will have to get an “mPIN reset code” from winbank mobile.

  1. Connect to mobile banking using your winbank credentials.
  2. Select the category ' Purchases/applications "on the mobile banking home page, then the submenu" winbank wallet".
  3. Select "unblock mPIN"
  4. You will receive a code to your extra PIN phone. Open winbank wallet and accept terms and conditions.
  5. From the main menu screen of winbank wallet select “wallet management” and then “winbank wallet unlock”. winbank wallet is ready for payments!

You will need internet connection to perform the above actions.

Troubleshooting

What if I lose my phone?

If you lose your mobile phone unit please call us immediately on +30 2103288000 or 182838 24/7, from landline or mobile, as outgoing calls to landlines or according to the pricing policy of your phone provider. All calls may be recorded.

I’m having problems using the phone to make contactless payments. What can I do?

If you are having problems making contactless payments with your winbank wallet application or it stops working for any reason, please check the following:

  • Does the merchant accept contactless payments? Look for the contactless acceptance symbol at the point of sale or ask the merchant if you are unsure.
  • Is the handset being held correctly to the payment terminal? Always hold the phone to the contactless acceptance symbol and keep it there until the terminal beeps or the merchant advises you the payment is complete.
  • Are you holding your phone too far away from the payment terminal or removing it too quickly? Try not to move the phone when paying; hold it as still as possible and wait for the beep or for the merchant to advise you the payment is complete.
  • Is the winbank wallet application prompting you to perform an update? You may need to download an update before continuing. Check you have sufficient network coverage then follow the on-screen prompts.
  • Are there sufficient funds on your Piraeus card? To check your available balance, select the "This Card's Balance" icon on your application screen.

If you need further assistance you may call Piraeus Bank at any time.

During payment I got an on-screen message prompting me to use “Android Pay”. What to do?

In the latest versions of Android OS native payment application “Android Pay” pops up. To choose “winbank wallet” as your default payment wallet go to the settings menu of your device and under the NFC or payment mode section select it as the default option.

Did not receive an unlock code. Why this happens?

Please call Piraeus Bank Customer Support on +30 2103288000 or 182838 24/7, from landline or mobile, as outgoing calls to landlines or according to the pricing policy of your phone provider.

I cannot download and install winbank wallet. What should I do?

There can be numerous issues that could cause inoperability of the application. Please check at least the following topics to see if one of them causes such a behavior:

  1. You do not have internet connection at your device
  2. Your device does not have an NFC connection
  3. Your Android Operating System is rooted, either by default or by you.
  4. Your device is an Android and not an iPhone

Other Questions

Are there any charges for using winbank wallet application?

No! Use of winbank wallet is free.

Is winbank wallet application safe and secure for payments?

Mobile payments are just as secure as contactless card payments. They use the same technology as physical contactless cards meaning you're protected in exactly the same way. Your winbank wallet application includes a variety of security options, including an mPIN number, used to verify all payments. For a payment to be made the merchant must first enter an amount onto the point of sale terminal for you to approve, meaning duplicate payments cannot be made without your knowledge. Also, you will not be accidentally charged if you come too close to a contactless reader. Your security is important to us. Please be careful when using your phone to make contactless payments. We recommend changing your mPIN often for your security.

If I delete any card from winbank wallet, will my plastic cards be affected?

Your plastic card status remains intact by any action on the cards on your winbank wallet.