Changes to how you shop online and use online banking services

Don't get locked out

 

Regulation has changed how we bank online. These changes help fight fraud and make your online transactions more secure. You’ll notice that there now is an extra layer of security if you use Internet or Mobile Banking. This is known as Strong Customer Authentication (SCA) and was introduced on 14 September 2019.

 

Over the coming months, to keep your Credit and Debit cards safe and secure, we’re going add a similar layer of security to how you use your cards when shopping online. Personal cardholders can find out more here. Business and Corporate cardholders can find out more here.

 

We will write to you about these changes shortly. 

 

What do I need to do?

 

To get set up 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 using your cards or accessing your accounts online.

 

You can update your mobile number by logging into your Internet Banking, clicking on ‘Services & Settings’ and selecting ‘My Details’, or you can call into your local branch with your ID. You can also update your number by calling 0818 724 724, Monday to Friday 9am to 5pm (+353 1 771 24 24 from outside Ireland).

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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 log in, regardless of whether you want to log in via the app or via Internet Banking. Remember, if you’re logging in to Internet Banking on a PC, you’ll need to have your mobile phone with you to log in every time.

     

    1. Download the latest version of the AIB Mobile Banking App.

    2. Log in to either Mobile Banking or Internet Banking.

    3. Follow the onscreen 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.

     

    If you use a Debit or Credit card, you will be affected by this next phase of SCA. This will be reflected in new T&Cs to be issued to you over the coming months.

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    Do I have to use SCA?

    Yes, over the coming months, SCA will apply to credit and debit card holders as well as online banking users. Details about what you need to do if you use a Debit or Credit card will be issued to you over the coming months.

     

    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?

    Since 14 September 2019, everyone in the EU needs to have set up SCA in order to use our online banking services. Over the coming months, it will also be required for online shopping. We will write to you about this.

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    What do I need to do?

    When you log in to your online banking services, we’ll guide you through the simple steps you need to take on your Internet or Mobile Banking screens. 

     

    Right now, we’re asking some customers to update their mobile phone numbers. We will contact you directly if we don’t already have this information.

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    I only use the AIB Mobile Banking 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 AIB Mobile Banking App and then following the prompts, 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 login 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 AIB Mobile Banking App and choose to use your phone to confirm via a push notification that it’s really you logging in to Internet Banking – so 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 your computer.
     

    B) Alternatively, if you don't want to use the 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 Internet Banking.

     

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

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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 14 September  2019, new banking regulation called PSD2 changed how we bank online, adding an extra layer of security called Strong Customer Authentication (SCA) when you use Mobile or Internet Banking. These changes help fight fraud and make your online transactions even more secure.

     

    The next phase of this regulation is going to change how we use cards online.

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    Why are you removing Code Card?

    Unfortunately Code Cards cannot be used for SCA. You can use a Card Reader, which is a small handheld device that works with your Debit card. You can use your Card Reader to log in and to make certain payments and use certain services. Simply follow the onscreen instructions. Your first Card Reader is free. Additional/replacement AIB Card Readers ordered will not incur a fee for a limited period of time.

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    When will the AIB Mobile Banking App be available to download?

    The app is now available to download from the App Store and the Play Store.

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    I don’t have a smartphone – what do I do?

    If you don’t have a mobile phone, you’ll need a Card Reader to set up for SCA. You can order a Card Reader from the services and settings in Internet Banking. 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, you can order one by calling AIB Phone Banking on 0818 724 724 (or +353 1 771 2424 from abroad), 09:00 to 17:00 Monday to Friday.

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    What happens if I get a new phone / handset?

    You will need to download the latest version of the AIB Mobile Banking App and follow the onscreen instructions to set up your new phone for SCA. In the meantime, if you have accessed your online banking using SCA in the last 90 days, you can log in to 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 Mobile or Internet Banking using SCA in the last 90 days, you can log in to Internet Banking to check balances and recent transactions and make payments to existing beneficiaries (people you pay) and bills. When you get a new phone (or hopefully find your old one) you can download the latest version of the AIB Mobile Banking App and follow the onscreen instructions to set it up for SCA.

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

    You need the Activation Code to complete setup of your AIB Mobile Banking app. The code may take 3 to 5 business days to arrive and unfortunately, in the meantime, you can’t access 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 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 in your apps manager. Note: Notifications are automatically switched on for anyone with AIB Mobile App Version 6 or above.

     

    Apple:

    Within the AIB Mobile Banking 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 the AIB Mobile Banking App 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 Banking App 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. To ensure you can continue to use your card(s) for transactions in the EU or access your accounts online, you will need to be set up for SCA.

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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 the other profile to the other device.
     

    If you have only one device, you will need to choose if you are going to set up SCA via the AIB Mobile Banking App for your personal or business profile. For the profile not paired to the 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 text message.
     

    * We appreciate that the ability to only support one account per device is a challenge. Rather than needing to use your Card Reader each time to log in, 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 (people you pay). If you need to access other services, like making an international payment or setting up a new beneficiary, you will need to log in using your Card Reader.

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    I only use Kiosk Banking to do my Banking – How does SCA affect me?

    If you have a personal AIB Visa Debit card and are not registered for AIB Phone & Internet Banking, then there is no difference.

     

    If you have a personal AIB Visa Debit card and are registered for AIB Phone & Internet Banking, then you will need to log in using your Card and PIN (you may already have been doing this, in which case there is no difference).

     

    If you have a business AIB Visa Debit card, you will not be able to log in to Kiosk Banking at the moment, but you could do the following to access your accounts:

     

    • Internet Banking (i.e. use a browser on your desktop or phone);

    • Mobile Banking (i.e. use the Mobile App);

    • Tablet Banking (i.e. use the Tablet App);

    • Use our In-Branch phone, with a staff member’s assistance if required.

     

    Please note, we’re going to bring back the ability to log into AIB Kiosk Banking using your Internet Banking Registration Number and PAC (Personal Access Code) soon.

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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 be set up with SCA. For your 16-year-old, the easiest way to get set up is to have them update their mobile phone number on their online profile, and then simply download the latest version of the AIB Mobile Banking App and follow the onscreen instructions.

     

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

     

    In instances where children don't have a Debit card, and so won't be able to use a Card Reader, the parent/guardian can enter their mobile number in the mobile field of their child's account in Internet Banking., The parent will then receive an SMS text message on their mobile phone that will enable their child to log in to Internet Banking. There is no limit on the number of online profiles this can be used for, so it will allow more than two children’s accounts to setup SCA using SMS text message.

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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 Banking App. If the security checks have not been successful, and 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.

     

    If your mobile device has been identified as jailbroken or rooted you still have the option to access your online accounts through Internet Banking on a browser and use 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 text message.

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    What is Limited Access?

    Limited Access gives you 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 and to your beneficiaries (people you pay), 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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    Can you tell me more about PSD2?

    The Payment Services Directive 2 (PSD2) came in to force on 13 January 2018. It is a new EU law for banks and Third Party Providers (TPPs), which are licensed external parties that can offer certain financial services. As well as promoting innovation, PSD2 aims to make payments safer and more secure.

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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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    Can I opt out of this?

    No. Under Payment Services Directive (PSD2) regulations it is mandatory for the bank to apply Strong Customer Authentication for certain online transactions.

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    From 14 September 2019 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 AIB Banking 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 that offers a Debit card. Alternatively you can you can ring our Customer Services team on 0818 724 724 to ask about setting up SCA via SMS text message.

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Changes to how you share your financial information

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