Hellenic Bank Wallet

A simpler way to pay on mobile

Get the app

Key features & benefits

Quick and easy setup

Secure transactions

Instant transaction notifications

Add all your Hellenic Bank Visa Cards

What is the Hellenic Bank Wallet?

The Hellenic Bank Wallet is a new free payment service offered by Hellenic Bank. It's a digital version of your wallet, that lives on your mobile device instead of in your back pocket. It provides a convenient way to pay for goods and services with your smartphone.

To start adding your VISA cards and make payments with your wallet, just download the Hellenic Bank Wallet app from Google Play. The app is currently only available on Android devices with Android version 5+. Additionally, your smartphone must support NFC functionality.

How does it work?

Download the Hellenic Bank Wallet app from Google Play

Launch the app

Tap on the + icon to add a card

Type in your card details or scan the card by pressing the camera icon

Accept the Bank's Terms and Conditions

Select an authentication method, we can send you an OTP code via SMS or you can call our Contact Center

Type in the code to authenticate the card

Once completed tap the card on a POS terminal to make a payment

Things to note before making payments with your Hellenic Bank Wallet

You must set a secure authentication method on your device, such as PIN or Fingerprint

Your device must support NFC and it should be enabled before making payments

Only Hellenic Bank VISA cards are supported (at the moment)

Your smartphone's screen must be facing up before making a payment

Get the app

Click to Download

Help and support

Frequently asked questions

Need help? You can always contact us for any questions you have. But before you do, take a look at our FAQ list to see if your questions have already been answered.

What is Hellenic Bank Wallet for Android?

Hellenic Bank Wallet for Android enables you to make tap-to-pay payments using your Android smartphone, on any NFC capable Merchant POS device.

Where can I get this app?

The app (Hellenic Bank Wallet) can be downloaded from Google Play Store. It is only available for Android smartphones.

What requirements does my phone need to meet to be able to use the app?

  1. Android smartphone
  2. With NFC (Near-field communication) capability
  3. Android OS 5.0+, not rooted

*exceptions apply.

In case your smartphone does not comply to the above requirements a relative error message is shown (I.e Device does not support NFC, Device does not support HCE) on the Hellenic Bank Wallet.

How do I find and enable the NFC on my Android smartphone?

The Search method is the fastest, and it works the same on all Android smartphones.

  1. First, open the Settings app.
  2. Then, in the search field on the top, type and search for the word "nfc."

If Android returns a search result like NFC or Near Field Communication, then NFC is available on your Android smartphone.

If it does not return any results, then you do not have NFC on your device

Can I use the app on multiple Android smartphones?

The app can be downloaded on as many smartphones as you wish, given that they meet the requirements stated above.

Can I add my card(s) on multiple smartphones?

Given that the smartphones have the app installed, you can add all your cards if you wish so.

Which cards can be loaded onto the wallet?

All Hellenic bank VISA cards can be loaded except PCard, Yolo, Web, Credit & Debit Army, Credit Student cards.

Mastercard cards are not currently enabled to be used with the wallet.

Can I use the app on an iOS device?

App is available only to Android smartphones, which meet the above requirements.

What is the cost for using the app?

The app (Hellenic Bank Walled) is free of charge.

Do I have to setup an authentication method for my mobile device in order to be able to enroll my cards?

In order to be able to enroll your cards we will need to have setup the below authentication methods on your mobile: password/PIN/pattern or biometric. In case there is no authentication method or the authentication method is swipe then the card cannot be enrolled. 

How do I add my card to the Hellenic Bank Wallet?

Follow the below steps to add a card to your wallet:

  1. Ensure that your smartphone is connected to the internet.
  2. Launch the Hellenic Wallet app.
  3. On the landing page (My Cards) press the + icon.
  4. You can add a card by either:
    1. Entering required card details (number, expiry date, CVV2)
    2. Scanning the card, through the option available in the app.
  5. You must then accept the Terms and Conditions of the Bank.
  6. The app will then request to select an authentication method to confirm the secure addition of the card:
    1. SMS- One Time Password authentication. Select this option and press continue, when the code is received on your smartphones (via SMS), enter the OTP and press ‘Submit’ to complete the process.
    2. Through the Hellenic Bank Customer Contact Center. First select this option in the app, then call the Hellenic Bank Customer Contact Center which will guide you in authenticating your card, keeping in mind that the phone that the app is on needs to be connected to the internet, at the time, to complete the process.

During the card authentication phase of the card, I pressed ‘Back’ by mistake and the card is listed as inactive, what should I do?

You can repeat the process by deleting the card and follow the above steps to re-register it.

Physical card hasn’t been received yet, can I still use it in the app?

Given that to register a card in the app you need to input information that are on the actual card, it is not possible to add it.

What do I need to do to add more than one card in the app?

You can add more cards in the app by repeating the registration and authentication steps detailed above.

The OTP password has not been received and/or has expired, what can I do?

You can try re-sending the SMS OTP, be pressing the re-send link under the OTP field. Also, ensure you have the correct registered phone number with the Bank. Alternatively, contact our customer service.

How can I a remove a card from the app?

Ensure that your smartphone has an active internet connection and press the three dots next to the card you wish to remove and select “Delete Card”. When you received the notification, the card has been removed from the app.

Can I add again a card that I have removed from the app?

Yes, you can do so by following the normal procedure to add a card.

How do I temporarily deactivate a card?

You can deactivate/re-activate your app loaded card(s) by clicking on the three dots next to the desired card and picking the option Deactivate/Activate. Noting that these actions can be carried out even if the smartphones in not on an active internet connection.

What ways are available to authenticate a transaction carried out with the app?

Unlock your phone and use any of the available Android mobile phone authentication methods:

PIN, Password or Biometric.

Where can I use the app to carry out payments?

Any merchant POS device that accept contactless NFC payments.

How do I complete a payment using the app?

When prompted at the merchant POS device, hover/tap your unlocked smartphones over the Merchant’s POS device, which will send the payment for processing.

Please note that if the smartphone is awaked and not unlocked, you will need to unlock it first and then hover/tap your unlocked smartphones over the Merchant’s POS device.  

If your smartphone is unlocked for more than 45 seconds, for security purposes, the Hellenic Bank wallet will request you to authenticate once again, prior any purchase performed. Each phone authentication is valid for one payment within 45 seconds.

How do I know a transaction has been sent for processing?

You will receive notification on your smartphones informing you that a transaction is being processed/declined.

How do I know a transaction has been completed?

From the Merchant’s POS device screen and receipt printed out, plus by checking your card balance. You can also check your Card statement from the Hellenic Mobile app or Web banking.

I have multiple cards in the app, can I set a default card for transactions?

Yes, you can do so by using one of the following options:

  1. By clicking on the three dots next to the card you wish to make the “default card” and select “Set as default”.
  2. By selecting the √ icon at the bottom left side left side of the card

You can only set one card as the default card in the wallet.  

How do I know if a store accepts payments through the app?

You can identify which store(s) accept payment through the app, when their POS devices bear the NFC logo.

I do not have an internet connection now; can I still carry out a payment with the app?

You can still carry out transactions even if you do not have an active internet connection, noting that a limit on how many you can carry out still applies, that limit gets refreshed when the smartphones logs on to the internet.

What does the ‘I” symbol in the app next to my card mean?

It indicates that you are nearing your limit on the transactions you can carry out without an internet connection.

Does the NFC function need to be on when carrying out a transaction?

Given that the NFC is required so that the smartphone can communicate with the POS device, it is essential that NFC is enabled.

Can I view my recent transactions through the app?

Yes, you can, by pressing the three dots next to the desired card and selecting “Recent Transactions”. The “Recent Transactions” always retrieves the recent maximum 10 transactions for a maximum time range of 30 days.

I carried out a transaction and the card number displayed is different from the physical card that I connected to the app, and subsequently used for the transaction, why is that?

For security purposes any card that is loaded in the app, is assigned a number. Therefore, your actual card details will not be exchanged with the POS device during the transaction.

Do I still earn points in the Points4U scheme?

By using the app to pay for something it is as if you are using your physical card, in respect to earning points. Therefore, if the merchant is participating in the scheme then you will still receive the points.

My card was expired. How does it affect my Hellenic Bank Mobile Wallet?

You will have to remove the current enrolled card from your Hellenic Bank Mobile Wallet and enroll your card once again. This action must be done for any enrolled cards that got expired.

If my smartphones and/or physical card has been lost/stolen/damaged what should I do?

You should immediately contact Hellenic Bank Customer Contact Center, to guide you through the necessary steps to ensure that payment with your smartphones and card are no longer possible.

Can’t seem to be able to make a payment with the app, what should I do?

Making a payment with the app is quite easy but certain prerequisites are essential, as detailed above, here’s a checklist of those requirements.

  • Is the terminal you are trying to carry out the payment accepting Contactless transactions?
  • Do you hold the smartphones close enough to the POS terminal? (proximity is essential)?
  • Is the NFC function on your smartphones enabled?
  • Is your smartphones screen facing up?
  • When having multiple cards, have you chosen a default card?
  • Are you within the available limit of transactions that you can carry out without an internet connection?

If still you are unable to carry out a payment you can always contact Hellenic Bank Customer Contact Centre for further assistance.

What happens if I lose my smartphone only (not the card) which has installed the Hellenic Bank Wallet? I have enrolled my Hellenic bank card on the wallet.

Have in mind that for a purchase of any amount, the smartphone needs to be authenticated (PIN, Password or Biometric). Nevertheless, in case of loss, theft or unauthorised use of your smartphone, you must immediately do as follows:

  • Contact Hellenic Bank Customer Contract Centre at 8000 9999 (from Cyprus) or +357 22 500 500 (from abroad)
  • Contact JCC at +357 22 868 000

What happens if I lose my card?

In case of loss, theft or unauthorised use of your card, you must immediately do as follows:

  • If possible, “Report as lost or stolen” functionality in Web banking or via the Mobile app to Temporarily block the card.
  • Contact Hellenic Bank Customer Contract Centre at 8000 9999 (from Cyprus) or +357 22 500 500 (from abroad)
  • Contact JCC at +357 22 868 000
  • VISA International 001 800 847 2911

What happens if I lose my card and my smartphone?

In case of loss, theft or unauthorised use of your card and smartphone, you must immediately do as follows:

  • If possible, “Report as lost or stolen” functionality in Web banking or via the Mobile app to Temporarily block the card.
  • Contact Hellenic Bank Customer Contract Centre at 8000 9999 (from Cyprus) or +357 22 500 500 (from abroad)
  • Contact JCC at +357 22 868 000
  • VISA International 001 800 847 2911

I try to install the Hellenic Bank Wallet on my mobile smartphone, and I get the message “Unauthorized Device. Your device is compromised. For security reasons please install application on an uncompromised device”. Why I get this error?

The reason behind this error is that the device the user is using is rooted.

The user must perform a factory reset on the device and reinstall Android Operation System. User must use a different device with Android Operation System 5.0 or later version of Android Operation System installed (not rooted).

I got a warning “Available transactions for payment without internet connection are running low on the wallet card. Please connect to internet so that the card is refreshed with more transactions.” What do I have to do?

As the warning message informs, the user must connect to the internet on his earliest convenience, so that the available transactions are refreshed. Otherwise, there is risk that the user transactions will be declined.

I got the error “Hellenic Bank Wallet Version out-of-date, please upgrade”, what do I have to do?

As the error indicates, though Google Play Store, the cardholder must update the Hellenic Bank Wallet to the latest version.