FAQs
A new process has been set to make your online purchases safer and more secure. This is part of a regulatory requirement known as Strong Customer Authentication (SCA). With SCA, an additional step has been added to the process of purchasing goods or services online.
You will now be asked to insert a personal password, followed with the one-time code (received via SMS). This password is set by yourself using myAPS internet and mobile banking. Click here for a simple guide on how to set your password using the app or here to view the guide to set your password via desktop.
The card password can only be set via myAPS internet and mobile banking. If you have not yet signed up for this service, click here for guidance.
The card password is to be used only when effecting online payments using your APS cards. This will not impact other card payment methods.
You must first input your card password, followed by the secure code (received via SMS) in the next authentication screen.
Your card password must meet a number of requirements to be confirmed. The password must:
- Be 8-15 characters long
- Include a mix of upper and lower case letters
- Include at least 1 number
- Not include special characters or symbols
You just need to wait for 15 minutes and the card will be automatically unblocked. During this 15-minute timeframe, your card password cannot be changed.
If you’ve already set your card password but would like to change it for any reason, you can do so in the same way the password was set up. Need help? Click here for a simple guide on how to set your password using the app or here to view the guide to set your password via desktop.
Our Contact Centre agents cannot change your card password, nor ask you for this password. This is personal and should never be shared with anyone.
3D Secure (3DS) helps increase the overall security level of your online payments. This process has now been further enhanced with the introduction of the Strong Customer Authentication (SCA). SCA is a new regulatory requirement designed to make your online payments safer and even more secure.
3D Secure (3DS) helps increase the overall security level of your online payments. This process has now been further enhanced with the introduction of the Strong Customer Authentication (SCA).
Yes, you can open a joint account by sending a secure message on myAPS or visiting your nearest branch with the other interested individual.
To open a joint account, you will need to send a secure message through myAPS or visit your nearest branch with the other interested individual.
When an account is not used you will be charged a fee of €20 per annum, as this is considered to be a dormant account. To avoid this charge you need to carry out a withdrawal transaction at least once a year or close the account.
A debit interest rate will be charged on the amount due.
You could update your details in one of the following ways:
- Update your address via the Settings icon in myAPS desktop
- Send a secure message via myAPS
- Visit your nearest branch
You could update your address in one of the following ways:
- Update your address via the Settings icon in myAPS desktop
- Send a secure message via myAPS
- Visit your nearest branch
Please call our Contact Centre on (+356) 2122 6644 to assist you and investigate further. If the transaction is fraudulent our agent will stop your card/s linked to this account.
APS Check-in is a customer information review that the Bank is currently undertaking to ensure that all information held on our customers is up-to-date and accurate.
The Bank will need to determine what action to take if the review is not completed. Your accounts will probably be restricted or blocked as a result. For further information call our dedicated APS Check-in line on 2560 3111.
This review is necessary as it is a regulatory requirement. It also helps us in protecting your hard-earned money from fraud, whilst ensuring timely and effective communication from the Bank.
We typically finance up to 70% of the capital investment being undertaken, depending on your affordability, with the 30% balance to be forked by yourself up-front from your savings.
We consider various factors about your business when setting your interest rate. Hence, the actual rate we offer you could vary, depending on the particular circumstances of your case. To find out more about the actual rate you could be offered, kindly book an appointment at one of our branches.
The maximum loan duration may vary, depending on the useful economic life of the asset to be financed.
Yes, you can open a business account by calling our Contact Centre on (+356) 2122 6644 or visiting your nearest branch.
You need to go to the branch where your accounts are held where you will be requested to fill in an application to add the new payee.
A card dispute is when a cardholder questions the validity of a transaction that appears in the card account. Cardholders may dispute transactions for various reasons such as fraudulent transactions, undelivered / defective merchandise, incorrect transaction amount or duplicated / unauthorised transactions.
Your dispute application will be processed once the form is correctly completed, signed and supporting evidence required included. It is important to note that your claim may not always be eligible for a dispute.
We will work to help resolve this claim as quickly as possible however, it may take more than 30 days to complete the investigation. This allows for the time taken by the merchant to respond and/or whether the merchant challenges the dispute.
You will be kept informed on the status of your dispute and the outcome will be communicated in writing.
You can dispute most transactions within 120 days from the date of transaction. However, for fraudulent transactions you can submit your claim within 13 months from transaction date. It is always advisable to contact us as soon as possible.
Yes, you may cancel the dispute anytime during the process. This can be done by sending a secure message via the myAPS Message Hub (selecting Card Dispute Form as the message topic) or contacting our Contact Centre. Charges as per the Tariff of Charges may still apply.
We'll use all possible avenues to retrieve your funds however, disputes may be challenged by the merchant or ruled against the cardholder. If the card dispute is lost, we will provide the reasons for this in writing, together with any evidence available.
Click here to download the card dispute. Complete the form and submit it in one of the following ways:
- As an attachment to a myAPS secure message (selecting the ‘Dispute Card Form’ as the Topic)
- Visiting your nearest branch
- By post on the following address - APS Bank plc, Cards Services Unit, Tower Street, Swatar, BKR4012
Charges as per the Bank’s Tariff of Charges may apply. Click here for more information.
As the first step, you are required to try and resolve the dispute directly with the merchant. If after several attempts the dispute is not resolved, proceed with submitting the card dispute form here.
A credit card can be used to pay for goods and services. This is different from a debit card as you will be borrowing the money being spent. You will then need to pay a minimum amount monthly or the balance in full. When the minimum amount is not paid, you will be charged interest and late payment fees.
The classic credit card limit is €4,000 and the gold card limit is up to €10,000.
No, card PIN cannot be changed nor printed. You check your PIN any time via the myAPS app.
- Log in to myAPS app
- Tap on the menu in the top left
- Tap on Credit Cards
- Select Pay Card
- Select account
- Enter Value Amount
- Enter Payment Reference
- Select Confirm
- Tap Yes
- Enter your myAPS PIN
- Tap Confirm
- Log in to the myAPS app
- Tap on the menu in the top left
- Tap on Credit Cards
- Select Credit Card Overview
- Select the credit card you would like to (un)freeze
- Tap on the 3 dots icon in the top right
- Select Freeze Card or Unfreeze Card as required
- Confirm selection
To activate your credit card, you need to use the myAPS app and follow these steps:
- Log in to the myAPS app
- Tap on the menu in the top left
- Tap on Credit Cards
- Select Credit Card Overview
- Select the credit card you would like to activate
- Tap Activate Card
- Tap Close
No. You can still open a claim if travelling costs are not paid for with your gold card.
Yes, they are covered.
The trip duration covered by the travel insurance is up to 45 days.
Your account address.
Both classic and gold credit cards come with a cashback scheme. Classic card holders will earn 0.01c for every €10, whilst gold card holders will earn 0.02c with every €10.
All cashback earned will show on your credit card e-statement and will be instantly added to your account.
The purchase protection insurance covers you for accidental loss, theft, or damage to retail anywhere in the world. This is available on both the classic and gold credit cards, and is provided by Atlas Insurance.
Travel insurance provides cover for your travels. Such as, trip cancellation or abandonment charges, emergency medical assistance, lost or stolen baggage and / or passport, personal accident, and personal liability.
This is available with the gold credit card only and provided by Atlas Insurance. More information is available on the travel insurance product information document here.
Vehicle excess insurance covers the standard rental vehicle excess paid or the vehicle repairing costs incurred during a trip in case of an accident or theft. This is available with the gold credit card only and provided by Atlas Insurance.
Life insurance covers any outstanding balance on the gold credit card in the unfortunate event of death of the cardholder. This is available with the gold card only and provided by IVALife.
Please reach out to Atlas Insurance who will guide you on making a claim.
Telephone - (+356) 2343 5381
Purchase protection insurance claims - apspurchaseclaims@atlas.com.mt
Travel insurance claims - apstravelclaims@atlas.com.mt
No premium needs to be paid to the Bank.
Yes, you can. Please contact Atlas Insurance on (+356) 2343 5381 for guidance.
Yes, for every claim made, you will have to pay an excess charge to Atlas Insurance PCC Limited based upon the insurance type. Please refer to detailed policy terms available here.
No, you cannot. This is a free benefit for you as the premium is covered by the Bank.
With the purchase protection insurance, cover starts as soon as you start using your credit card. The cover will automatically end when your APS account is terminated.
As to the travel insurance, the trip cancellation cover starts from the date your trip is booked or when your gold credit card is issued (whichever comes later, but not later than 1 year from the trip booking date). The rest of the cover is activated during the trip. The cover will automatically end when your APS account is terminated.
Atlas should be notified as soon as possible, and not later than 30 days, from the incident date. Click here for more information.
Your credit card will automatically block after 3 consecutive incorrect attempts and refresh at midnight on the same day, to start reusing.
If your credit card is captured in an APS ATM, this will be mailed back to you. If you called to stop your card, this will be discarded.
If your credit card is captured in any other ATM, you must stop the card and order a replacement card. Other banks will shred your card as per VISA rules.
Call our Contact Centre on (+356) 2122 6644.
The following fees, tariffs, and minimum payment apply for both the classic and gold credit cards.
- No annual fee
- Interest rate at 7.5% i.e. 5.25% over the Bank’s Base Rate
- Minimum payment for at 5% of the debit balance of €15 whichever is the highest
The direct debit will include manual payments made, up until 1 day before the direct debit due date. It will be calculated at the greater of 5% percent of the outstanding balance or €15.
A credit voucher/refund issued by a merchant lowers the card's balance after it is processed. However, since it does not count toward the minimum payment calculation, it cannot be considered as a deposit.
24 days after statement date.
Yes, charges are the following:
- APS ATMs withdrawals - charge is of 0.30% of the withdrawn amount (minimum €0.30).
- Other local and international ATMs withdrawals - a fixed €3 charge along with the 0.30% of the payment amount.
All cash withdrawals from APS ATMs are free and you can benefit from 4 free withdrawals a month from all other local bank's ATMs. The rest of the withdrawals come at a charge. Please refer to the Tariff of Charges here.
No, new debit cards are free of charge.
You will receive you new debit card soon. Should you not receive your new card, contact our Contact Centre on (+356) 2122 6644 or visit your nearest branch.
You can order a new debit card from myAPS internet banking (desktop).
Lost cards need to be urgently blocked. To do so call our Contact Centre 24/7 on (+356) 2122 6644.
If your debit card has been retained at an ATM, call our Contact Centre on (+356) 2122 6644. If your card was retained at a non-APS ATM, we will cancel your card and re-issue a new one.
You can request a new PIN in 1 of the following ways:
- Order it via myAPS desktop
- Send a secure message through the myAPS Message Hub
- Call our Contact Centre on (+356) 2122 6644
Call our Contact Centre on (+356) 2122 6644 and our agents will guide you on this.
Yes, our Contact Centre is backed up by a third party Contact Centre between 21:00 and 08:00, from Monday to Sunday. This is situated in Serbia, thus you need to submit your request in English.
Unfortunately, this feature is not available yet.
To change the colour of your debit card, you will need to stop your current card, and re-order a new one at a charge of €5.
Any expression of displeasure that we receive from you is a complaint. This can include but is not limited to:
- complaints about products or services that did not meet your specific needs;
- sub-standard service we provided in managing your banking needs on a day-to-day basis; or
- any inappropriate interactions relating to the features, functions and practices of our products.
If at any point, you feel that our service was below par, let us know by any of the following methods. We encourage your feedback and you will not be charged for raising a complaint.
You can file a complaint by:
- Filling in our Feedback Form here. This form allows you to add attachments, in case you would like to add supporting documents to your complaint.
- Calling our Contact Centre on (+356) 2122 6644.
- Speaking to a representative in person at any one of our branches,
- Writing to - Voice of the Customer, APS Bank plc, APS Centre, Tower Street, Swatar, BKR 4012, Malta.
To help us resolve your complaint as quickly and effectively as possible, kindly provide us with the following information:
- Your name and surname
- Your ID card number or passport number
- Your email address
- A phone/mobile number and the best time to contact you
- A summary of your concern/s
- How you would like us to resolve the matter
- Any supporting documentation to help your case
Once we receive your complaint, we will send an acknowledgement by letter or email. You should receive this within 2 working days from receipt of your complaint. The acknowledgement will indicate the timeline by which the matter is intended to be resolved.
We will get in touch with you if we need to clarify anything with you during the course of our investigation. This will be carried out whenever possible via phone or email.
Understandably, some of our more complex complaints will take longer to resolve. If our investigation takes longer than 15 working days, we will issue a holding update, which will include a revised timescale for the final response. In this event, the final response should not exceed 35 business days in total.
We will get in touch if we need any clarification. Although, if you believe there is more information that could help us with our investigation, please send an email to the Voice of the Customer Unit at voc@apsbank.com.mt (including the complaint reference number, if you have already received an acknowledgement).
You can withdraw a complaint by notifying us of your wish to do so and the reason why you wish to withdraw the complaint. This can be either by email or post.
Yes, however, since we are unable to collect additional information when a complaint is made anonymously, we might not be able to take specific action to address the concern. This also implies that the complainant cannot receive a response. We will nonetheless take the complaint into consideration and, if it can, take action to resolve any issues that may be adversely affecting our customers.
We hope we will be able to resolve your concerns to your satisfaction. If after receiving the final response you remain dissatisfied, you have the option of contacting the Office of the Arbiter for Financial Services.
You can write to the Arbiter on the below address:
The Office of the Arbiter for Financial Services
First Floor
Pjazza San Kalcidonju
Floriana, Malta
FRN 153O
You may obtain further information about this independent body by accessing their website at financialarbiter.org.mt or emailing them on complaint.info@financiaIarbiter.org.mt
Click here to view the APS branch locations and opening hours.
You can order a cheque book via the myAPS mobile app or calling Contact Centre on (+356) 2122 6644.
You can call our Contact Centre on (+356) 2122 6644 to request an official bank statement, or visit your nearest branch. Bank statements are available for €3.
- Click here to download the loan drawdown request form
- Submit the form via a myAPS secure message or at your nearest branch
- Pay through your preferred method
- Submit accompanying documents
- Once request is submitted our Credit Operations Unit will acknowledge its receipt and notify you
We are committed to protecting your privacy and we strongly believe that you should be fully aware of the personal data that we process about you and how and why we do so. Click here to learn more.
- Log on to the myAPS desktop platform here
- Click on Payments
- Click on Standing Orders
- You can now view your Standing Orders
- Log on to the myAPS desktop platform
- Click on Payments
- Click on Template Management
- You can now view all your existing templates
No, the physical tokens from the previous internet banking system cannot be used for the myAPS service. You need to get the new physical token by visiting your nearest branch.
This is probably due to the batteries. In that case, replace the existing batteries with a new set (AAA). If the physical token still doesn't work, take it to your nearest branch and our team will assist.
- Go on the myAPS desktop log in page
- Click on 'Sign up'
- Re-do the sign up process
A secure message can be sent through the Message Hub, which can be accessed from both the desktop platform and mobile app. Just click on the envelope icon to log in to your Message Hub.
- Log on to the myAPS desktop platform or mobile app
- Click on the Message Hub (photo of the envelope) icon
- Send us a message and you can include an attachment too!
Yes, the Token on the myAPS app can still be used without an internet connection.
You can either contact our Contact Centre on (+356) 2122 6644 from Monday to Sunday between 08:00 and 21:00 or visit your nearest branch.
You should deactivate the myAPS app when your mobile will no longer be in your possession.
Account history includes all the transactions made from that particular account. Payment history includes all payments made to and received from accounts which are not APS.
- Current account - Grey
- Deposit account - Blue
- Term deposit account - Yellow
- Loan account - Orange
- Off-Balance sheet account - Pink
Yes, you can open a Current Account, Savings Account, Virtual Account or a Term Deposit Account in a foreign currency. Joint accounts cannot be opened through internet banking. Before opening an account, please check the latest interest rates here.
- Become an APS customer
- Apply for the myAPS service by signing up from the comfort of your home or visiting your nearest branch
- Both your mobile or physical token, together with your laptop are required to complete the sign up
Search for 'myAPS' on Google Play (for Android devices) or Apple Store (for Apple devices) and click install. Once installation is completed, the myAPS app will be available on your mobile.
The myAPS mobile app is compatible with smartphones running an iOS or Android operating system with the current or one of the two major previous versions.
Yes, you can use myAPS without the mobile app. In replacement of the mobile app, you will require a physical token.
Available balance is the amount you may withdraw. Reserved funds is 'blocked' money which has been spent and will soon be deducted from your account.
When you encounter errors on myAPS, please call our Contact Centre on (+356) 2122 6644 quoting the error code displayed, and our agent will assist.
You will need to call our Contact Centre on (+356) 2122 6644 from Monday to Sunday, 08:00 to 21:00.
You can settle your bills via myAPS internet and mobile banking. Click here and watch the ‘how to’ video.
A physical token can be collected at any of our branches. The physical token comes with a yearly fee of €10 is applicable.
All cash withdrawals from APS ATMs are free and you can benefit from 4 free withdrawals a month from all other local bank's ATMs. The rest of the withdrawals come at a charge. Please refer to the Tariff of Charges here.
Please refer to the Tariff of Charges here.
Please refer to the Tariff of Charges here.
Please refer to the Tariff of Charges here.
No, no charges will apply.
No, new debit cards are free of charge.
In its Company Announcement issued on 9th March 2023, the Bank informs its shareholders that following the positive performance of the Bank for the financial year ended December 2022, the Board of Directors has recommended the payment of a dividend. This dividend is being declared as ‘scrip’ (see below for a definition of a ‘scrip dividend’).
The Directors are recommending a final gross dividend to the ordinary shareholders of 2.68 €cents per ordinary share, totalling €9,846,153 (net dividend of 1.74 €cents per ordinary share, totalling €6,400,000). The recommendation is also to pay the dividend by way of scrip, with each shareholder having the option to receive either cash or new ordinary shares.
The above scrip dividend payment is in alignment to the Bank’s Dividend Policy as detailed in Prospectus dated 24th May 2022, Clause 4.8 Dividend Policy.
A scrip dividend gives the option to shareholders to receive their dividend in either ‘cash’ or through the equivalent issue of ‘new shares’.
In electing for ‘new shares’, you can increase your shareholding by the allocation of ‘new shares’ equivalent to the ‘cash’ dividend in APS Bank plc without incurring trading costs, and at a set price decided by the Board, i.e. the attribution price. The attribution price is €0.57c per new ordinary share.
Whether you elect to receive ‘new shares’ or ‘cash’ should depend on your own personal circumstances.
Being a final dividend, this dividend requires shareholder approval at the Annual General Meeting.
Once the scrip dividend is approved by the Shareholders at the AGM on the 16th May 2023, the Bank will progress with its dividend distribution.
As a result, you are not required to make your selection now.
The dividend payment for both ‘cash’ and ‘new shares’ is scheduled for end of May 2023.
An AGM is an annual meeting organised by a company, in this case, the Bank, inviting its shareholders to receive an update on the Bank’s progress and asking shareholders’ approval on a number of resolutions, such as approval of the financial statements and auditors.
The most recent AGM for APS Bank plc was held on the 14th May 2022, when the Bank was not yet listed.
The AGM is scheduled for the 16th May 2023. Details of the meeting will be communicated at a later stage, and all eligible shareholders will be notified by the receipt of an AGM Pack.
The 2023 AGM will be held in person.
An AGM pack is a set of documentation that the Bank is obliged to share with its shareholders. The AGM pack will be mailed to all shareholders, 21 days prior the AGM date, i.e. by the 25th April 2023. An AGM pack, usually consists of the following documents:
- Covering Letter
- Notice of Agenda
- Circular
- Proxy Form & Scrip Dividend Election Form, and/or
- Any other supporting documents pertaining to specific resolutions.
The final gross dividend is of 2.68 €cents per ordinary share (net dividend of 1.74 €cents per ordinary share).
Therefore, for every one share that you have as at 14th April 2023, you will receive 1.74 €cents net.
So, let’s say you have 10,000 shares. You will receive 10,000 x 1.74c = €174.
You do not need to worry on this for now, since the AGM pack that will be sent out to you on the 25th April 2023 and will include the amount of ‘cash’ and/or ‘new shares’ you will be entitled to, in order to assist you to make a reasoned decision.
The ‘new shares’ are calculated by considering:
- the number of shares registered in your name as at the record date, i.e. 14th April 2023;
- the net cash dividend amount;
- the applicable Attribution Price;
Number of ordinary shares held as at the relevant dividend record date x the net cash dividend rate
÷ by the Attribution Price
The result is then rounded up or down to the nearest whole fraction. For example, if as a shareholder you hold 10,000 ordinary shares as at 14th April 2023 and the net cash dividend rate declared is 1.74 €cents per ordinary share, and then the Attribution Price set at 0.57 €cents per ordinary share, 305 new shares would be allocated to your existing shareholding. You do not need to worry on this for now, since the AGM pack that will be sent out to you in mid-April will include the amount of cash and new shares you will be entitled to, in order to assist you to make a reasoned decision.
The Attribution Price for this scrip dividend has been calculated on the trade weighted average price (TWAP) of the Bank’s ordinary shares over the recent months and including a discount.
All shareholders appearing on the Shareholders’ Register as at the Record Date, i.e. 14th April 2023 are eligible for this scrip dividend.
At this point in time, you are not required to do anything. The Bank would need to know what your choice is closer to the AGM.
The Bank will request shareholders to provide their written instructions to elect their preferred option in receiving the 2022 declared dividend, whether in ‘cash’ or ‘new shares’. If you are electing the ‘new shares’ option, you are to fill in and submit the Scrip Dividend Election Form included in the AGM Pack.
If you wish to receive dividends in ‘cash’, you need not to take any further action and should not complete or return a Scrip Dividend Election Form.
Find your nearest branch
Get access to the map and discover our branches and ATMs.
