Short answer: If the app asks you to set a PIN, the card is new and has none yet – choose one and continue. If it asks for your PIN, the card already has one: either you set it earlier, or the card was set up by someone else. Avoid guessing: wrong attempts count towards a limit, and when it is reached the card is permanently blocked.
The app asks you to set a PIN
This is expected. A new card has no PIN, and the app asks you to create one before the first enrolment. See: Set your PIN.
The app asks for a PIN you do not know
- You set it and have forgotten it – the PIN cannot be recovered. Contact whoever supplied the card before the attempts are used up. See: Forgotten PIN or too many wrong attempts.
- The card was issued to you already set up – the PIN was set at issuance. Contact whoever issued the card.
- The card is not yours – a card that already has a PIN belongs to someone; return it to whoever issued it.
PIN attempts remaining
The app shows how many attempts remain. When they are used up, the card is permanently blocked and must be replaced. If in doubt, contact whoever issued the card rather than continuing.