Technical Help

Click to view FAQ on Internet Banking
System Settings

Click to view FAQ on Internet System Support

Technical Help FAQ

 

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Can't log in?

Are you getting an IB02 error message when logging into Internet Banking?

  • I can’t log in to Internet Banking and I’m getting an IB02 error message, why is that?

    If you are registered for Phone & Internet Banking for your personal banking and also registered for your Business account, we are holding two Internet Banking profiles for you. When you tried to log in to AIB Internet Banking, our system couldn’t figure which of the profiles to use and you couldn’t log in to the service. We’ve fixed the problem and you will be able to log in now.

  • Why couldn’t I log in previously?

    If you are registered for Phone & Internet Banking for your personal banking and also registered for your Business account, we are holding two Internet Banking profiles for you. When you tried to log in to AIB Internet Banking, our system couldn’t figure which of the profiles to use and showed an IB02 error message and you couldn’t log in to the service. We’ve fixed the problem and you will be able to log in now.

  • When I set up for Strong Customer Authentication (SCA), why are you asking me to confirm a notification?

    If you are registered for Phone & Internet Banking for your personal banking and also registered for your Business account, we are holding two Internet Banking profiles for you. When you tried to log in to AIB Internet Banking, our system couldn’t figure which of the profiles to use and showed an IB02 error message.

     

    We’ve solved this temporarily so you can now access your AIB Internet Banking. This means when you set up your Strong Customer Authentication (SCA) with Card Reader or SMS, the first thing is you will receive a notification on the phone we have registered for you. Once you confirm the notification, you can then set up SCA with Card Reader or SMS and go on to log in to Internet Banking.

  • Why am I being asked for a push notification when I’m setup for Card Reader or text?

    If you are registered for Phone & Internet Banking for your personal banking and also registered for your Business account, we are holding two Internet Banking profiles for you. When you tried to log in to AIB Internet Banking, our system couldn’t figure which of the profiles to use and showed an IB02 error message.

     

    We’ve solved this temporarily so you can now access your AIB Internet Banking. This means when you log in to AIB Internet Banking with your registration number with Card reader or SMS, the first thing is you will receive a notification on the phone we have registered for you. Once you confirm the notification, we’ll then ask you to enter your Card Reader or SMS code to log in to the service.

If you are unable to access the AIB Internet Banking service.

  • Ensure JavaScript is enabled

    AIB Internet Banking has been designed to work with JavaScript enabled.

    To enable JavaScript, please follow the instructions below.

     

    Internet Explorer  

    • Click on 'Tools' at the top of the browser window. For Internet Explorer 9, 10 & 11 the tools option is a small circular icon at the top right hand corner of the page.

    • Click on 'Internet Options'

    • Click on the 'Security' tab

    • Ensure the Internet icon is highlighted and then click 'Custom Level'

    • Scroll down to 'Scripting' (almost at the end of the list)

    • Ensure 'Active scripting' and 'Scripting of Java applets' is enabled

    • A warning may appear stating 'Are you sure you want to change the security settings for this zone' press 'Yes'

    • Click 'OK' to close the open boxes

    • Close down all open Internet Explorer browser windows and open a new browser window for the changes to take effect  

     

    Mozilla Firefox

    • In the address bar, type about:config and press Enter.

    • Click "I'll be careful, I promise" if a warning message appears.

    • In the search box, search for javascript.enabled

    • Toggle the "javascript.enabled" preference (right-click and select "Toggle" or double-click the preference) to change the value from "false" to "true".

    • Click on the "Reload current page" button of the web browser to refresh the page.

       
    Google Chrome Version

    • Click the Chrome Menu at the end of the url bar (located to the right of the yellow star)

    • Click the 'Settings' option

    • Click on 'Show Advanced settings'

    • Scroll down to 'Privacy'

    • Select 'Content Settings'

    • Scroll down to Javascript

    • Ensure 'Allow all sites to run Javascript' is enabled

    • Close down all open Google Chrome browser windows and then open a new browser window for the changes to take effect

  • Ensure "Cookies" are enabled

  • Check your browser is not saving your password

    Some browsers may ask you if you wish the browser to save your password. This can be a useful and time-saving option for some single password sites.

    However, AIB Internet Banking will ask for different digits from your PAC each time. In this case a browser with a 'saved password' will try to use the wrong 'password'.

    To stop this from happening follow the instructions below:

     
    Internet Explorer

    • Click on 'Tools' at the top of the browser window. For Internet Explorer 9, 10 & 11 the tools option is a small circular icon at the top right hand corner of the page.

    • Select 'Internet options'

    • Select the 'Content' tab

    • Under the option 'AutoComplete' Select 'Settings'

    • Select the 'Delete AutoComplete History'

    • Select 'Passwords'

    • Click 'Delete'

    • Close down all open Internet Explorer Browser Windows and then open a new browser window for the changes to take effect
       

    Mozilla Firefox

    • From the toolbar menu, click on the Tools button

    • Select 'Options'

    • Select the 'Security' tab

    • Unselect the 'remember passwords for sites'

    • Click ok

     

    Google Chrome

    • Click the Chrome Menu at the end of the url bar (located to the right of the yellow star)

    • Click the 'Settings' option

    • Click 'Show Advanced settings'

    • Click 'Manage Saved Passwords' in the 'Passwords and Forms' section to see a list of all the usernames and passwords that have been saved

    • Use your mouse to hover over the password you would like to remove and click the X that appears on the right

  • Check your cache is empty

    You could be having a problem with file confliction with what has been 'cached' on your machine and what is 'live'.
    Clearing your cache should ensure that this is not the problem.

     

    Internet Explorer

    • Click on 'Tools' at the top of the browser window. For Internet Explorer 9,10& 11 the tools option is a small circular icon at the top right hand corner of the page

    • Select ’Safety’

    • Click on ‘Delete browsing history’

    • Select ‘Temporary Internet files and website files’

    • Select ‘Delete’

    • Close down all open Internet Explorer browser windows and then open a new browser window for the changes to take effect


    Mozilla Firefox Users

    • Click on 'Tools' at the top of your browser window

    • Select 'Options'

    • Select the 'Advanced' tab then the 'Network' tab

    • Under the section 'Cached Web Content' click the clear now button

    • Close down all open Mozilla Firefox browser windows and then open a new browser window for the changes to take effect

     

    Google Chrome Version

    • Click the Chrome Menu at the end of the url bar (located to the right of the yellow star)

    • Click the 'settings' option

    • Click 'Show Advanced settings'

    • Under the Privacy section select 'Clear Browsing Data'

    • Make sure you have clear the cache selected

    • Click clear browsing data

    • Click close

    • Close down all open Google Chrome browser windows and then open a new browser window for the changes to take effect

  • Disable Add Ons

    Common add ons that can cause problems logging into AIB Internet Banking include (but aren't limited to) Toolbars, News or Stock Tickers, Instant Messaging, Weather alerts, Email alerts, Antivirus/Antispy and/or Games. You can manage and disable add ons by following these steps.
     

    Internet Explorer

    • Click on 'Tools' at the top of the browser window. For IE 9, 10&11 it is a small circular icon at the top right hand corner of the page

    • Under Show, tap or click All add-ons, and then select the add-on you want to turn off.

    • Tap or click Disable, and then tap or click Close.

       
    Mozilla Firefox

    • Click 'Tools' on the top of your browser window

    • Select 'Add-ons' - A screen will open

    • Scroll down until you the add on click on it and it will become highlighted

    • Once highlighted click on the 'Never Activate' button

    • Once you have done this close all open Mozilla Firefox Windows

    • Open a new Mozilla Firefox window and the issue should now be resolved

    Google Chrome

    • Click the Chrome Menu at the end of the url bar (located to the right of the yellow star)

    • Click the Settings option

    • Click Show advanced settings

    • Under Privacy, select Content settings

    • Scroll down to 'Plug Ins' and click on Disable Individual Plug Ins

    • Select the Plug In and click Disable

    • Once you have done this, close all open Google Chrome Windows

    • Open a new Google Chrome Window and the issue should be resolved.

  • E-statements availability (Ref OD01)

    If you are having difficulty accessing your e-statements, this may be because you have ordered an out of course statement and the system now cannot recognise which statement you have requested for that date given that two are now in existence.

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Are you getting a message about the Security Certificate when accessing online banking through Google Chrome?

  • Why are you seeing that message when you connect to onlinebanking.aib.ie?

    1. That onlinebanking.aib.ie has a valid certificate, that the certificate has been verified by a third party and that your connection is encrypted and secure.
    2. It is also telling you that the site uses the SHA-1 algorithm as part of the encryption mechanism. This is happening because Google Chrome now identifies when a website uses the SHA1 algorithm for secure communications. 

  • What is SHA-1?

    SHA-1 is one of a set of encryption algorithms used to secure your connection with onlinebanking.aib.ie. An industry effort to migrate from SHA-1 to the more secure SHA-2 is underway, Google is leading this change and has started to highlight the use of SHA-1 in newer versions of Chrome. This explains why you are seeing this message now. Other browsers will follow over the coming months. 

  • What is AIB doing in response?

    AIB is currently updating its systems to support the SHA-2 algorithm within its online channels. 

     

    After this is completed you will no longer see this message and your communication with onlinebanking.aib.ie will use SHA-2.

System Settings

 

AIB Websites are designed to give you the best possible user experience and Internet Banking has been designed to work on a range of popular browsers and operating systems listed below.

 

Browsers

  • Chrome (latest version)

  • Firefox (latest version)

  • IE11

 

Operating Systems

  • IOS 11 or later

  • Android 8.0 or later

 

How to update your operating system (OS) - Android

  1. Make sure your device is connected to Wi-Fi. 
  2. Open Settings. 
  3. Select About Phone. 
  4. Tap Check for Updates. If an update is available, an Update button will appear. Tap it. 
  5. Install. Depending on the OS, you'll see Install Now, Reboot and install, or Install System Software. Tap it.

 

How to update your operating system (OS) - iOS

  1. Open Settings
  2. Tap General.
  3. Tap Software Update. It's at the top of the menu.
  4. Tap Download and Install or Install Now.

 

Java Script

To enjoy the best experience on AIB Internet Banking, Java Script should be enabled on your browser.

 

Other Settings

AIB strongly recommends that your browser is enabled to support:

  • 128 bit encryption

  • Cookies

  • Cascading Style Sheets (CSS) 2

 

Display Settings

AIB recommends that customers view AIB Internet Banking with a screen resolution of 1024 x 768, or higher, with 16 bits colour depth, although a screen resolution of 800 x 600 will work.

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