To assist you in resolving this problem, please follow the instructions below:

--------------------Start of Accordion Container---------------------------

Click on edit button to enter Accordion Header

  • --------------------Start of Accordion---------------------------

    Steps to follow for customers on iOS

    1. Please delete and reinstall the app again from the app store. You will be required to enrol again for Strong Customer Authentication and this should ensure you are able to log in as normal.

     

    2. If you are on the latest version of the app and still unable to log in please confirm your device is set to Auto Update for date and time.
    This can be confirmed here: Settings > General > Date & Time > Set Automatically
    If the device is not set to Auto Update, please turn on this setting. You will then need to close the AIB app completely and log in again. To support this step, you will need to ensure the AIB app is not open or active on the phone.

    --------------------End of Accordion---------------------------

  • --------------------Start of Accordion---------------------------

    Steps to follow for customers on Android

    1. Please delete and reinstall the app again from the Play Store. You will be required to enrol again for Strong Customer Authentication and this should ensure you are able to log in as normal.

     

    2. If you are on the latest version of the app and still unable to log in, please confirm your device is set to Auto Update for date and time.
    This can be confirmed here: Settings > Search Date & Time > Set Automatic Date & Time
    If the device is not set to Auto Update, please turn on this setting. You will then need to close the AIB app and log in again. To support this step, you will need to ensure the AIB app is not open or active on the phone.

     

    3. If you have completed Step 1 & 2 and are still unable to log in, please change your default browser to Google Chrome (if not already set to Chrome).

    To help you change your default browser, we have provided some steps below which work for most Samsung/Huawei devices. These steps are often device dependent and if those provided below do not work you should look up how to change the default browser for your specific device make and model in order to complete this step.

     

    Samsung / Huawei

    1. Go to Settings
    2. Tap Apps
    3. Tap Option Menu (three dots on top right corner) or tap Manage Apps and then the Option Menu (three dots on top right corner
    4. Select Default apps
    5. Select Browser app
    6. Select Chrome (choose always for this selection)
     

    Note: If Chrome is not available to change to in Default apps please follow these steps:

    1. Go to Settings
    2. Tap Apps
    3. Find Chrome and select (if not listed ensure Chrome is downloaded as an app from the Play Store)
    4. Select Set as default

    --------------------End of Accordion---------------------------

-------------------End of Accordion Container---------------------------