Changes to how you log in and use online banking services

Don't get locked out

 

On September 14th regulation changed how we bank online. These changes help fight fraud and make your online transactions even more secure.

 

There’ll be an extra layer of security added when you use Internet or Mobile Banking. This is known as Strong Customer Authentication (SCA).

 

What do I need to do?

 

To get ready for SCA;

 

  • Download the latest version of our Mobile Banking App.

  • Make sure we have your correct mobile number

 

We need to make sure it’s you accessing your online accounts.

 

You can update your mobile number by logging into your Internet Banking, click on ‘Services & Settings’ and select ‘My Details’ or you can call into your local branch with your ID.

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You can set up SCA by

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    AIB Mobile App (use this for login to both Mobile and Internet Banking)

    You can use the latest version of our AIB Mobile Banking App to login, regardless of whether you want to log in via the Mobile App or via Internet Banking. Remember, if you’re logging into Internet Banking on a PC, you’ll need to have your mobile phone with you to logon everytime.

     

    1. Download the latest version of our Mobile App.

    2. Start log in to either Mobile Banking or Internet Banking.

    3. Follow the on screen instructions

     

     

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FAQ's

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    Does SCA affect me?

    Yes. If you use our mobile banking, internet banking, or tablet banking, or our in branch kiosk services, you will have received a letter or email to tell you about this, along with your updated terms and conditions.

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    Do I have to use SCA?

    Yes, from 14 September 2019, Strong Customer Authentication (SCA) applies. You’ll need to follow the onscreen instructions to be able to access and use your Online Banking services. Every bank in Europe must implement these changes for customers.

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    When do I need to set up SCA by?

    Strong Customer Authentication (SCA) applies from 14 September 2019. To use your Online Banking Services you’ll need to have SCA set up. We’ll help you do this by guiding you through the simple steps you need to take on your internet or mobile banking screens.

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    What do I need to do?

    When the time comes to make the change and you log onto your online banking services, we’ll guide through the simple steps you need to take on your internet or mobile banking screens.

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    I only use the Mobile App to do my banking – how do I set up for SCA?

    The fastest and easiest way to set up SCA is by downloading the latest version of the App and then follow the prompts on the AIB Mobile App, making sure to allow notifications and that your phone number is correct (so that we can send you a code). This should take less than a minute. Then you'll be all set. This is a seamless option and you will not experience any difference to your log in process.

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    I only use Internet Banking to do my banking – how do I set up for SCA?

    You have a choice in terms of how you want to set up SCA – you can:
     

    A) Download the latest version of the app and choose to use your phone to confirm via a push notification that it’s really you logging into Internet Banking – don’t forget to check that we have your correct phone number. Also remember that you will need your phone to hand, when you are logging into Internet Banking on a browser.
     

    B) Alternatively, if you don't want to use the mobile app, you can set up SCA with a Card Reader. You can order a Card Reader free of charge through the 'Services & Settings' section on Online Banking.

    C) You can ring our Customer Services team on 0818 724 724 to enquire about setting up SCA via SMS.

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    I use both the Mobile App and Internet Banking via a browser – how do I set up for SCA?

    The fastest and easiest way to set up SCA is by downloading the latest version of the App and then follow the prompts on the AIB Mobile App, making sure to allow notifications and that your phone number is correct (so that we can send you a code). Alternatively you can choose to set up SCA with a Card Reader.

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    Why are you making these changes?

    On September 14th new banking regulation changed how we bank online. These changes help fight fraud and make your online transactions even more secure. There’ll be an extra layer of security added when you use Internet or Mobile Banking.

     

    This is known as Strong Customer Authentication (SCA).

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    What happens if I don’t set up SCA now?

    All AIB online customers now have the option to set up Strong Customer Authentication (SCA) via Mobile or Internet Banking. To simplify the set up process customers should check that their mobile phone number details are correct and update them if this is not the case.

    Beyond 14 September to ensure customers have time over the coming weeks to adopt this new security they can continue to access Mobile and Internet Banking as usual. Any customers who have not yet set up for SCA will of course continue to benefit from the existing high level of security and customer protections which AIB Mobile Banking, Internet Banking and Tablet Banking currently offers. Those who have set up SCA will benefit from two factor authentication instantly.

     

    In order to ensure minimal customer disruption over the coming weeks we will continue to transition our customers to the new service. This may mean if you do not set up SCA at your next log in, you may be locked out of your accounts.

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    Why are you removing Code Card?

    Unfortunately your Code Card cannot be used for Strong Customer Authentication (SCA). You can use a Card Reader, which is a small hand held device that works with your debit card. You can use your Card Reader to log on and to make certain payments and use certain services. Simply follow the on screen instructions. Your first Card Reader is free. For a limited period of time subsequent Card Readers will not incur a fee.

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    When will the Mobile app be available to download?

    The app is now available to download from the App store and the Playstore.

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    I don’t have a smartphone – what do I do? How do I get a Card Reader?

    To use your Internet Banking after 14 September 2019 you’ll need to have set up for SCA. If you don’t have a mobile phone, you’ll need a Card Reader. You can order a Card Reader from the services and settings in Internet Banking before SCA goes live. Once the SCA screens appear on Internet Banking you can simply choose the Card Reader option to order a Card Reader.
     

    If you need a Usability Card Reader device you can order one by calling AIB Phone Banking on 0818 724 724. or +353 1 771 2424 from abroad.

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    What happens if I get a new phone / handset, but I haven’t changed my number?

    You will need to download the latest version of the Mobile Banking App and follow the onscreen instructions to set up your new phone for Strong Customer Authentication (SCA). In the meantime if you have accessed your online banking using SCA in the last 90 days, you can log into Internet Banking to check balances and recent transactions and make payments to existing beneficiaries (people you pay) and bills.

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    I had set up my phone for SCA and now I've lost my phone - how do I see my accounts and use my Online Banking Services?

    The first thing you need to do is call our Customer Service team and let them know you have lost your phone. If you have accessed your online banking using SCA in the last 90 days, you can log into Internet Banking to check balances and recent transactions and make payments to existing beneficiaries (people you pay) and bills. You can then download the latest version of the Mobile Banking App and follow the onscreen instructions to set up your replacement phone for Strong Customer Authentication (SCA).

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    I have requested an Activation Code in the Post – I cannot access the AIB Mobile Banking App.

    The Activation Code is required to complete setup of your AIB Mobile Banking app. The code may take 3 to 5 business days to arrive. In the meantime you will be blocked from accessing the app. Once the code arrives, enter this into the app to complete setup and get access to your accounts.

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    I haven’t received the Push notification – what do I do?

    If you aren’t receiving these messages, first check that notifications are enabled for both your phone and the AIB mobile banking app and that you have a strong signal or internet connection to receive notifications.

     

    This can be slightly different on each device.

     

    Turning Push Notifications on/off:

     

    Android:

    To turn on or disable notifications, go to your phone settings and locate the AIB Mobile App your Apps manager. Note - Notifications are automatically switched on for anyone with AIB Mobile App Version 6 or above.

     

    Apple:

    Within the AIB app go to App Settings then select ‘Push notifications’ and select “Ok” in the pop up message that appears.  This turns on app notifications.

     

    If they are turned on, you may not have received the notification due to a network issue. In either case, you will be returned to the login screen where you can try again.
     

    If you have a Huawei or Xiaomi device and are still 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.
     

    Likewise if you have a OnePlus device and are not receiving the notification, go to your phone settings, then Battery and then Battery optimization and then select the AIB Mobile and ensure it is not optimized.
     

    If the problem continues, and if you have accessed your online banking with SCA in the last 90 days, you can log into Internet Banking to check recent balances and transactions and make payments to existing beneficiaries (people you pay) and bills.

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

    Yes, these regulations apply to all banks in the EEA (European Economic Area) and/or EU (European Union).

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    I have an international phone number, can I set up for SCA?

    You can only set up SCA with your mobile device with an Irish or UK Mobile Number. However you can still access the AIB Mobile Banking App and set up for SCA with a Card Reader instead.

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    I'm an SUC customer. I have a business and personal profile. I have used one time login, which isn’t available anymore. How do I see both account profiles?

    If you have two devices, you can pair one profile to one device and in this scenario be able to use the Mobile App for each distinct profile
     

    1) If you have only one mobile and you need to access both your profiles on the one device, you will need to choose if you are going to set up SCA via the Mobile App for your personal or business profile. For the profile not paired to the Mobile App – you have two alternatives:
     

    a) you can choose to set up SCA with a card reader and use the browser on your phone* Or

    b) you can ring our Customer Services team on 0818 724 724 to enquire about setting up SCA via SMS.
     

    * We appreciate that the ability to only support one account per device is challenging for you. In the meantime rather than needing to use your card reader each time to login, you can use the ‘Limited Access’ functionality ( You will need to log in with a code at least every 90 days) – this allows you to view your accounts, make payments between your accounts and make payments to existing beneficiaries. If you need to access other services e.g. make an international payment or set up a new beneficiary you will need to login in using your card reader.

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    How do my children set up SCA on their 12-18 accounts? My 16 year old has a mobile phone but my younger child is 12 and doesn't yet have a phone

    Anyone who accesses their bank accounts online must SCA. For your 16 year old, the easiest way to SCA is to have them update their mobile phone number on their online profile, and then simply download the latest version of the mobile app and follow the onscreen instructions.

     

    Your 12 year old can access their Internet banking on via a browser and use a Card Reader to set up SCA.

     

    There may also be instances where children don't have a debit card so won't be able to use a Card Reader.

     

    In these cases if the parent/guardian populates their mobile number in the mobile field of their child's account in Online Banking, they can then receive an SMS on their mobile phone in order for their child to log into Internet Banking. There is no limit on the number of online profiles this can be used for so it will allow more than 2 children's accounts to setup SCA using SMS for login.

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    What is a Jailbroken or Rooted Device?

    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.

     

    However, you do have the option to access your online accounts through Internet Banking on a browser and using one of the following methods to set up for SCA:

     

    1. Use a Card Reader with your debit card

    2. Use One Time Passcodes sent by SMS

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    What is Limited Access?

    Limited Access provides you with the option to log in without two factor authentication (provided you have already set up with SCA) for 90 days. With limited access you can make payments between your accounts, to your beneficiaries and pay your bills, see your account list and view a limited number of transactions. If you need to access other services you will need to log in with your chosen SCA method.

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    I’ve lost my letter/email that I received in May

    You can see copies of our customer letters below.

     

    Customer Letter Sample A

    Customer Letter Sample B

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    Can you tell me more about PSD2?

    The Payment Services Directive 2 came in to force on 13th January 2018. The next phase applied from 14th September 2019. The Regulations will standardise and regulate payment services for both the banks and the new payment service providers known as Third Party Providers (TPPs). This means you can access more products and services to meet your needs.

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    Where can I find out more about the regulation?

    You can see more about PSD2 on this factsheet and in this short explainer video from the Banking & Payments Federation Ireland. You’ll also find more information in our FAQs below.

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    I'd like to view the Terms and Conditions

    The Terms and Conditions for Phone and Internet Banking as of August 2019 are available here.

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    From 14 September can I use the mobile app on multiple devices?

    Unfortunately not. For SCA to work effectively your phone and app are linked together. This is known as paired and only one Mobile App can be paired to your Online profile at one time.

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    If I only have a Deposit account / Credit card (and no debit card) and don’t wish to use my mobile phone - what are my options for login?

    To set up for SCA you will need a mobile phone or have an account which offers a debit card. Alternatively you can you can ring our Customer Services team on 0818 724 724 to enquire about setting up SCA via SMS.

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    Why is my Xero bank transaction feed connection interrupted?

    Due to the implementation of an EU Directive called the Payment Services Directive 2 (PSD2) on September 14th, feeds of transactional information from bank accounts into the Xero platform may have changed. Xero have published information on changes affecting Republic of Ireland customers here.

    For information on PSD2 changes including a table describing the status of bank feeds and any action required by customers for all UK and Irish Banks please click here.
     

    As referenced in the article above another requirement of PSD2 is that banks need to make bank account transactional information available via a technology called Application Programming Interfaces (APIs). The implementation of these APIs is also sometimes referred to as Open Banking. AIB opened our APIs in the UK in January 2018 and in Ireland in November 2018, well in advance of the recent implementation date. 

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Changes to how you share your financial information

These new regulations and extra security measures are being introduced to enhance your online banking experience. You may have heard the term ‘Open Banking’, this is a new and evolving industry-wide initiative to give you more control over your finances.

 

Open Banking gives you the option to securely share your online payment account information and/or make payments directly from your online payment account with authorised or registered parties you trust known as third party providers (TPPs).

 

We’ve developed our online banking systems so you can now make direct payments and share your online payment account information, including balances and transactions, using TPPs to whom you have given consent. It’s your choice whether or not to use TPPs, and we want to make sure you have the information you need to decide if it’s right for you. You can find more information here