Secure Shopping Online Q&As

 

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    What if I’m not receiving the push notification?

    If you aren’t receiving notifications, first check that notifications are enabled for the AIB Mobile app.

    Then try some of our troubleshooting suggestions, depending on your smartphone:

    • Do-Not-Disturb mode and Power-Save mode are not activated.
    • Successfully connected to the internet & or sufficient data.
    • OnePlus: select battery optimization then the AIB Mobile app and then don't optimize.

     

    If you have a Huawei or Xiaomi device and are not receiving the notification, go to your phone settings and then select advanced settings and Battery settings. Then set AIB Mobile as a protected app. (Differs on each operating system)

    1. Go to Settings -> Advanced settings -> Battery manager -> Protected apps, then find the app you want to see notifications from (AIB app), and protect it.
    2. Go to Settings -> Apps -> advanced -> Ignore battery optimizations, then find the app (AIB) and ignore it. Don't be tricked by the misleading wording, "ignoring" the app actually means to let it run, because you're telling the battery optimization function to "ignore" that app.

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    Where can I find the push notification you sent me?

    If you can no longer see the push notification sent by the AIB App on your screen, here’s how to find it:

     

    If you have an iPhone*:

    • On the Lock Screen: Swipe up from the middle of the screen.
    • On other screens: Swipe down from the top centre.

    *for older devices, you may need to unlock the screen first

     

    If you’ve an Android phone*,

    • On the Lock Screen: Unlock the screen and swipe down from the top of the screen.
    • On other Screens: Swipe down from the top of the screen.

    * Please note this may vary by device

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    Can I change my push notifications settings to make the push notification more visible when it arrives?

    Yes you can change notifications settings on your phone and make them more visible.

     

    If you have an iPhone, you can change the notification to be persistent. A persistent banner will stay on the screen until you tap it or dismiss it, while a temporary banner will remain for a few seconds then disappear.

    • Go to the Settings app
    • From here, tap on Notifications
    • Tap on AIB Mobile
    • Tap on Banner Style
    • Change the Banner Style from Temporary to Persistent
    • Within this screen, you also have the option to change how notifications appear. You can tap to display notifications on the lock screen, notification centre and as banners.
    • You can also turn on sounds and badges for the app.

     

    If you’ve an Android phone*,

    • Go to the Settings app
    • Tap on Notifications
    • Tap on Lock screen
    • To allow notifications to appear on the lock screen, go to Notifications and turn notifications on for the app.

    * Please note this may vary by device

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    What if I don't recognise a notification I've been sent?

    If you don't recognise a request you've been sent and suspect that someone is attempting to use your account or card details, you can deny and report this by following the instructions on screen.

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General Q&As

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    What is Strong Customer Authentication (SCA)?

    Strong Customer Authentication (or SCA) gives greater security when shopping online. Instead of being asked for one identification method like a password, SCA provides more protection as it uses two methods of identification to confirm it’s you. This means when you’re shopping online, we may need to confirm that it’s really you using your card. The easiest way to do this is to use the AIB Mobile Banking app.

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    How does secure shopping online work?

    When online using your card, Visa helps confirm your identity, if requested. After you’ve entered in your card details to pay, a Visa screen may appear and ask you to confirm your transaction by providing some security details. The on screen instructions will tell you what to do.

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    How do I confirm it’s me when shopping online?

    Personal Customers:

    Make sure you have the latest version of the AIB Mobile Banking app, turn on push notifications and you’re ready to go.

    If you don’t have the AIB Mobile Banking App, you can download it and use your registration number and Personal Access Code (PAC) from Phone & Internet Banking for the app.

    And if you’re not registered for AIB Phone & Internet Banking, call 0818 724 020 (+353 1 771 2424 from outside Ireland) to get set up. If this isn’t for you, our team can tell you about other ways you can make your online shopping even more secure.

     

    Business Customers:

    For business customers, each person who has a card on the account will need to download a new app. We will tell you more about the app when it is available.

    For now, if we need to confirm it’s you, we’ll continue to send you a one-time passcode by text message and you must enter this code to complete your online purchase.

    To find out how to get ready for this change please click here for more information.

     

     

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    Do I need to confirm it’s me for every single purchase?

    No. You may not be asked to confirm it’s you if the purchase is low value or considered low risk by us.

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    Can I opt out of this service?

    No, you cannot opt out of this service. 

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    Why do you need my mobile number for SCA?

    Your mobile number is unique to you and is used as a method of identification to confirm it’s you.

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    How do I update my mobile phone number with you?

    Personal Customers:

    1. You can update it online using phone and internet banking, under 'Settings & Services', and 'My Details'. You will need your card reader for this.
    2. If you don’t have Internet Banking, you can do this at your local AIB Branch.  You will need ID to complete this.

    Please let all additional cardholders know they need to do this too.

     

    Business Customers:

    If you have an AIB Business Debit Card you can update your mobile number by:

    1. Calling us at (01) 2695022
    2. Writing to your local branch

     

    If you have an AIB Corporate, Business or Purchasing Card you can update your mobile number by:

    1. Calling us at (01) 6685500
    2. Writing to us at: AIB Card Issuing, PO Box 708, Co Dublin.

    Please let all additional cardholders know they need to do this too. 

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Using the Mobile App for Online Shopping

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    My mobile phone is not a smartphone – what do I do (Personal Customers)?

    If you don’t have a smartphone we need your mobile number so that you can use a password for online purchases together with a one-time passcode. You’ll need your password and the one-time code we’ll text you, anytime you need to authenticate your online transactions.

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    I do not have a mobile phone, will I still be able shop online?

    It is unlikely that you will be able to shop online without using a mobile phone.

    While certain transactions might work online, if we need to confirm it’s really you making the purchase, you will need to confirm these purchases using an app or by entering a password you create along with a code we send you by text.

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    What happens if I get a new phone?

    If you get a new mobile phone you will have to download the AIB Mobile app again to set up your new phone for SCA. And if you change your mobile phone number you need to update it with us.

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    How will authorised users be able to confirm purchases?

    Authorised Users will need to set up a way to confirm it’s them. To find out how, click here.

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    I never shop online - do I need to do anything?

    Not immediately. However, if you want to use your card online in future, you’ll need to set up a way to confirm it’s you. To find out how, click here.

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    Will I still be able shop online without using SCA?

    Generally no, though you may be able to if the purchase is low value or considered low risk by us.

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Help with Push Notifications

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    What is a push notification?

     

    A push notification is a message that pops up on a mobile device from the app. It’s an instant way to communicate with you.

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    How do I turn on push notifications?

    Switching on AIB Mobile App Push Notifications

    If you have an iPhone, you can do this by going to Settings, Notifications, and allowing notifications for the AIB app.

     

    If you’ve an Android phone you can do this by allowing notifications for the AIB app in your phone’s settings.

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    What if I’m not receiving the push notification?

    If you aren’t receiving notifications, first check that notifications are enabled for the AIB Mobile app.

    Then try some of our troubleshooting suggestions, depending on your smartphone:

    • Do-Not-Disturb mode and Power-Save mode are not activated.
    • Successfully connected to the internet & or sufficient data.
    • OnePlus: select battery optimization then the AIB Mobile app and then don't optimize.

     

    If you have a Huawei or Xiaomi device and are not receiving the notification, go to your phone settings and then select advanced settings and Battery settings. Then set AIB Mobile as a protected app. (Differs on each operating system)

    1. Go to Settings -> Advanced settings -> Battery manager -> Protected apps, then find the app you want to see notifications from (AIB app), and protect it.
    2. Go to Settings -> Apps -> advanced -> Ignore battery optimizations, then find the app (AIB) and ignore it. Don't be tricked by the misleading wording, "ignoring" the app actually means to let it run, because you're telling the battery optimization function to "ignore" that app.

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    What if I don't recognise a notification I've been sent?

    If you don't recognise a request you've been sent and suspect that someone is attempting to use your account or card details, you can deny and report this by following the instructions on screen.

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    Where can I find the push notification you sent me?

    If you can no longer see the push notification sent by the AIB App on your screen, here’s how to find it:

     

    If you have an iPhone*:

    • On the Lock Screen: Swipe up from the middle of the screen.
    • On other screens: Swipe down from the top centre.

    *for older devices, you may need to unlock the screen first

     

    If you’ve an Android phone*,

    • On the Lock Screen: Unlock the screen and swipe down from the top of the screen.
    •  On other Screens: Swipe down from the top of the screen.

    * Please note this may vary by device

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    Can I change my push notifications settings to make the push notification more visible when it arrives?

    Yes you can change notifications settings on your phone and make them more visible.

     

    If you have an iPhone, you can change the notification to be persistent. A persistent banner will stay on the screen until you tap it or dismiss it, while a temporary banner will remain for a few seconds then disappear.  

     

    • Go to the Settings app
    • From here, tap on Notifications
    • Tap on AIB Mobile
    • Tap on Banner Style
    • Change the Banner Style from Temporary to Persistent
    • Within this screen, you also have the option to change how notifications appear. You can tap to display notifications on the lock screen, notification centre and as banners.
    • You can also turn on sounds and badges for the app.

     

    If you’ve an Android phone*,

     

    • Go to the Settings app
    • Tap on Notifications
    • Tap on Lock screen
    • To allow notifications to appear on the lock screen, go to Notifications and turn notifications on for the app.

    * Please note this may vary by device

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    I haven’t received the Push notification to ask me to confirm the transaction – what do I do?

    Turning on push notifications is slightly different on each phone so check you have these turned on. If they are turned on you may not have received the notification due to a network issue. Please try again. To find out how, click here.

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    I live abroad, do I still have to do this?

    Yes. To use your cards for online shopping, you will need to be set up for SCA.

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    I have an international phone number, can I use SCA for card purchases?

    If you have non-Irish or UK Mobile phone number, you can still use the AIB mobile app to authenticate your purchases.

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    What is a jailbroken or rooted phone?

    A jailbroken or rooted device is where a device is modified to eliminate security layers designed to protect your personal information and your mobile device. With this security removed from your mobile device, hackers may steal your personal information, damage your device, attack your network, or introduce malware, spyware, or viruses.

     

    Jailbroken or rooted devices are not compatible with the latest version of the AIB Mobile App. When the app is installed it performs a series of checks to determine if the device is safe for running the AIB Mobile app — if the security checks have not been successful for example a jailbroken or rooted device is identified our app will not run. This security feature is for the protection of our customers and their accounts.

     

    You won’t be able to confirm you’re your purchase using the App if you have a jailbroken or rooted phone so you will need to use the alternative authentication method, Confirm by Password.

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Using Password for Online Shopping

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    I don’t have mobile banking, how do I confirm it’s me?

    If you do not have the AIB Mobile Banking app to confirm your online purchases, we have another option. You will need to set up a Password to confirm your purchases instead.

    When shopping online and you are asked to confirm it’s really you using your card, you will be asked to enter the password you created along with a one-time passcode sent to your phone.

    How you set up a password for online purchases will depend on if you are registered for AIB Phone and Internet Banking. To find out more, click here.

    If the Mobile app or Phone & Internet Banking isn’t for you, our team can tell you about other ways you can authenticate your transactions to make your online shopping even more secure.

    Phone 0818 724 020 (+353 1 771 2424 from outside Ireland) to get set up.

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    Now that I’ve set up my password, how do I confirm it’s me?

    When shopping online and you are asked to confirm it’s you using your card, you will be asked to enter the password you created along with a one time passcode sent to your phone. Follow the on-screen instructions to complete your purchase.

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    How do I reset my Password for Online Purchases?

    AIB Internet Banking 

    1. Log securely into AIB Internet Banking 
    2.  Click “Security & Settings” 
    3. Select “Security & Access”  
    4.  Click “Password for Online Purchases” 
    5. Click “reset”

    We will ask you to confirm your mobile number and we will send you a one-time passcode as part of this set up.

     

    AIB Mobile Banking

    1. Log securely into the AIB Mobile Banking app 
    2. Tap “Services” 
    3. Tap “Security and access” 
    4.  Beside “Password for online purchases” tap manage 
    5. Press “reset”

    We will ask you to confirm your mobile number and we will send you a one-time passcode as part of this set up.

     

    If you are not registered for AIB Phone and Internet Banking and have a digital profile

     

    1. Log into your digital profile (if you can’t remember your password for this, please see how do I reset my digital profile).
    2. Select reset your password for online purchases.
    3. Enter the one time passcode we sent to you, press continue. This is to confirm that we have your correct mobile number.
    4. Enter your new password for online purchases and confirm your new password.

    Click here to login into your digital profile.

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    How will I know the one time passcode text is from AIB?

    The sender ID on the text message will be AIB and we will provide the one time passcode as part of our message. 

     

    Fraudsters target customers like you by sending text messages claiming to be AIB and/or other legitimate companies. These messages request you to click a link to review or block a fraudulent transaction on your account, or advise that you are locked out of your account. You may also be asked to input codes from your Card Reader or divulge a One Time Passcode (OTP).

     

    These text messages are fraudulent.

     

    • NEVER disclose your Registration Number or Personal Access Code (PAC) or card information after clicking a link on a text.
    • NEVER generate codes from your AIB Card Reader when they are requested by a text message.
    • NEVER divulge your One Time Passcode (OTP) for Card transactions.
    • NEVER post your card to an address which is provided to you in a text message.

    If you have received such a call or text message and have disclosed any information, please contact us immediately.

    For additional hints and tips on how to Be Informed, Be Alert and Be Secure, visit FraudSMART.ie

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    How long does the one time passcode last for?

    It’s valid for 5 minutes.

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    What if I did not receive my one time passcode or it’s blocked?

    If you did not receive your one time passcode, click on the “resend text” link on the page and a new one will be sent to your phone.

     

    If you still did not receive a code after trying this or if your one time passcode was blocked please contact us at 01 6685500 for credit cardholders and 01 2695022 for debit cardholders.

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    Is there a cost for text messages?

    Receiving a text from us will cost you whatever your mobile phone operator charges you for receiving a text.

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