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In-App application - FAQs

General FAQs

This section covers frequently asked questions for both new and existing permanent tsb customers.

New permanent tsb customer FAQs

This section covers frequently asked questions for customers who are new to permanent tsb.

General FAQs

How long do I have to complete my application?

After starting an online application , you have 30 days to complete it. After this period, your application will expire and it will be necessary to commence a new application.

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How can I save and resume my application later?

Your application is saved at certain points during the journey and can be resumed later at a time that is convenient for you.

Once you have created your Personal Access Number (PAN), you can log back in to resume your application with your mobile phone number and the Personal Access Number (PAN).

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Can I open a joint current account in-app?

Currently, Explore Accounts opened in-app can only be opened in your sole name.
A joint Explore Account can be opened through any permanent tsb branch. Please call 1890 500 121 to book an appointment.

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What is application consent?

This allows permanent tsb to contact you in relation to your online Explore Account application.

No marketing or products communication will be sent to you when you give us this consent. You will be asked to provide this consent later on in your application.

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Can I open an Explore Account online if I don't have an Irish or UK mobile phone number?

In order for you to open an Explore Account in-app, you will require an Irish or UK mobile phone number.

If you don’t have an Irish or UK mobile phone number, you can open an Explore Account at any of our branches. Please call 1890 500 121 to book an appointment.

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How is my personal data used?

We will use the personal data you provide in this online application form to process your application, set up and manage your account.
For more information on how we use your personal data, and your rights in relation to your personal data, please visit our Data Protection webpage 

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How can I amend the information presented on the summary screen?

If you need to amend any of your personal information, you will need to continue your application at any one of our branches. Please call 1890 500 121 to book an appointment.

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If I have more than one Non Irish/Non US tax residency. How do I proceed with my application?

If you have more than one Non Irish/Non US tax residency, you are unable to proceed with opening your Explore account in-app but you may still be entitled to open an Explore account at one of our branches. Please call 1890 500 121 to book an appointment.

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New permanent tsb customer FAQs

Why do I have to verify my identity and my proof of address?

In order to comply with Anti Money Laundering (AML) legislation, you are required to provide a valid proof of address to validate where you live and valid photo ID in order to verify your identity.

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Why is my ID not being accepted?

There are a few reasons your documents might not be accepted:

  • We only accept photos of your original ID. Please note photocopies will not be accepted.
  • If you are not using your Passport, only Irish Passport Card, an Irish Driving Licence or Full UK Driving Licence will be accepted.
  • The photo of your document may be obscured in some way and the doc uploader is not recognising the information.
  • We only accept ID with a Surname in-app. You can open an Explore Account at any of our branches. Please call 1890 500 121 to book an appointment.


Please follow these tips to ensure your documents are accepted:

  • Keep your document on a flat surface and make sure your document is fully visible and the information on it is readable.
  • Make sure your document is not damaged in any way.
  • Take the photos somewhere brightly lit.
  • Turn flash off to avoid glare on your documents.
  • Do not take a photograph of a photo.


If your document is still not accepted please try using an alternative valid ID.

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Why is my selfie photo not being accepted?

Your selfie may not be accepted due to the photo not being readable by the app. Here are some tips to ensure you get a clear selfie photo that will be accepted:

  • Complete the selfie in a bright environment using a phone with a good camera.
  • If you are using an Android device, ensure a proper auto focus.
  • Make sure you’re the only person in the photo.

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How is my personal data used?

We will use the personal data you provide in this online application form to process your application, set up and manage your account.
For more information on how we use your personal data, and your rights in relation to your personal data, please visit our Data Protection webpage 

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What happens if I do not allow notifications for faster, safer and more secure payments, on my device?

Some transactions made on Open24.ie desktop need to be secured by strong customer authentication. This involves completing two steps so that security is enhanced. To enable this we need to be able to send a push notification to your permanent tsb mobile app so that you can verify that you created the request.

If you do not allow push notifications for permanent tsb on your mobile phone, you may not be able to complete some secure transactions initiated on Open24.ie desktop.

You can enable push notifications at any time through your device settings.

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I cannot locate my address on the Eircode finder?

There are a few scenarios where your address may not be found. Please see below the guidelines for each of them.

  • Mistyped Eircode: Please make sure you type in all letters and numbers correctly.
  • Too much information: If you have entered too much information about your address, your address may not show in the dropdown list. Try entering less address information. You should then be able to narrow
    the results down, so that you can pick your address from the dropdown list.
  • Too little information typed: If you are trying to search using less than 3 characters or if you are typing only a few details of the address. Try to include a few more pieces of information e.g. the number of the
    house / apartment.
  • New build: If your place of residence was only recently built, it is possible that it has not been assigned an Eircode yet. In that case, we advise you to progress with the application at any of our branches. Please call 1890 500 121 to book an appointment.


If you tried all the scenarios above and your address is still not populating in the dropdown menu, you may still be entitled to open an Explore Account at one of our branches. Please call 1890 500 121 to book an appointment.

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My name on the proof of address is different from my ID. What do I do?

The name on your proof of address must match the name on your ID.

If you do not have a proof of address which matches your ID you may still be able to open an Explore Account at any of our branches. Please call 1890 500 121 to book an appointment.

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I don’t recall the exact date I took up residency at my address

If you do not remember the exact date you moved into your property, please provide the nearest date possible.

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My address document is not being accepted. What should I do?

Please make sure your document follows the criteria below:

  • The issuer appears on the list of documents accepted as proof of address.
  • Your name appears on the document.
    The address on the document matches the address you already entered in your application.
  • The issuing date is within the date range accepted for the type of document, current account statement and utility bills, within 5 months, revenue document, within 11 months.
  • Mobile phone bills are not accepted.


If you are still having issues uploading an acceptable document, please call 1890 500 121 to book an
appointment in any of our branches.

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If my nationality is different to my place of birth, what do I do?

If your nationality is different to your place of birth, you should use your passport for ID verification. If your nationality needs to be updated you can change this by presenting your passport at any branch. Please call 1890 500 121 to book an appointment.

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How can I amend the information presented on the summary screen?

If you need to amend any of your personal information, you will need to continue your application at any one of our branches. Please call 1890 500 121 to book an appointment.

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Does my address verification document need to display my Eircode?

No, the document you supply for address verification does not need to display your Eircode in order to be accepted.

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If I have more than one Non Irish/Non US tax residency. How do I proceed with my application?

If you have more than one Non Irish/Non US tax residency, you are unable to proceed with opening your Explore account in-app but you may still be entitled to open an Explore account at one of our branches. Please call 1890 500 121 to book an appointment.

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My ID does not have a surname, but the App will not allow me to continue without entering a surname. What do I do?

We only accept ID with a Surname in-app. You can open an Explore Account at any of our branches. Please call 1890 500 121 to book an appointment.

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