If you are experiencing an issue with the pin prompt not appearing in PT-X please check first your browser setting as per below guides.
Please follow this guide to ensure your Internet Explorer settings are set correctly.
Alternatively, this guide for Google Chrome settings.
If you still get any issue, please look through the below:
1st pin prompt not appearing
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 18.104.22.168. 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 22.214.171.124
2nd pin prompt not appearing
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.