My transfer is asking for a code I do not have
Payments can require a one-time passcode and, on some accounts, an additional verification code issued by the bank. Never accept a code from anyone else.
Codes that are genuine
- One-time passcode (OTP) — sent to your registered mobile or email, or generated by your authenticator app, each time you approve a payment.
- Additional verification code — on some account types and higher-value payments, Optimal MetroHub Bank issues a further code through online banking or by a channel already registered to you.
Genuine codes are always issued to you through a channel already on your account. They appear as a task or notification when you are signed in.
Codes that are not
If someone contacts you claiming your transfer needs a fee paid first, or offers to sell or supply a code so a payment can be "released", it is a scam. Optimal MetroHub Bank does not ask you to pay a third party to unlock your own money, and no legitimate code is ever provided by a stranger on a messaging app.
Never read a code out to anyone, including someone claiming to be from Optimal MetroHub Bank. We will never ask you for one.
What to do
If your payment genuinely requires a code you cannot find, do not look for it elsewhere — sign in, check your notifications, and if it is not there raise a support ticket. If you have been asked for a code by someone else, report it immediately.
Did this not solve it?
Raise a support ticket from inside online banking and a specialist will answer with your account in front of them — or contact us if you cannot sign in.
Monday to Friday, 08:00 – 20:00 (CET). Card loss and fraud reporting is staffed 24/7.