How do I get the PIN entry box for my Smart Card to appear?

 If you are using Internet Explorer or Google Chrome to submit through PT-X, it may be that pop-ups are being blocked which is preventing PIN entry. To resolve this please follow the below steps:

Internet Explorer

To add PT-X as a trusted site, please follow the below steps:

1. In Internet Explorer please select 'Tools'. (Cog in the top right hand corner as seen below).

2. Select 'Internet options' form the list. This is the second from the bottom in the list.

3. Click on the 'Privacy' tab.

4. You now have two options. You can turn off pop-up blocker by un-ticking the box. Alternatively you can click on 'Settings' and add the PT-X URL to the exceptions list as seen below:

5. Click close when complete.

Google Chrome

When using Google Chrome, you will just need to check the following setting. In the browser bar at the top of the screen you will see a’ plug-in’ blocked message.

1. Click on the blocked icon and allow all pop ups.

2. Refresh the page by pressing the F5 key and the icon will disappear and pop ups will be allowed.

Finally, try restarting you PC.

Additional Checks

• If the 1st pin prompt is not showing follow this:
  • With the latest release of PTX, it was identified that some users are unable to process past the ‘Continue’ stage, where the smartcard pin is entered. This is related to an older version of the Bottomline smart card plugin being installed.
  • The current version of the this plugin, is 1.2.0.4. If you are having difficulty, please use this guide to check the version you are on. You will need to reinstall the plugin, if you are not using 1.2.0.4
• If the 2nd pin prompt is not showing follow this:
  • You will need to check that the current install of the Banks Gemalto software is compatible (versions 6.3 or higher); if not, you will need to contact your sponsoring bank (whom distribute/support this software) to obtain a copy of the latest version for installation.
    See article here to check the version.