Secure Shopping Online FAQs



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General FAQs

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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 an AIB (NI) Mobile Banking app.

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    Creating a strong password

    A secure password and updated personal information helps protect your information with us.


    Create a strong password


    A strong password helps you:

    • Keep your personal information safe
    • Protect your banking information
    • Prevent someone else from getting into your account

     


    Meet password requirements:

    Create your password using 8 characters or more. It can be any combination of letters, numbers, and symbols. Accents and accented characters (e.g á, é etc.) aren't supported.


    We accept long passwords.

     


    You cannot use a password that:

    • Is particularly weak. Example: "password123"
    • A password that has been previously seen in a data breach
    • Starts or ends with a blank space


    We check for passwords that have been part of data breaches. There are over 600 million of these. This makes them unsuitable for ongoing use.
     

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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 purchase 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:

    There are three ways for you to confirm your online purchase:

    1. Using our AIB (NI) Mobile Banking App – this is the easiest way to do it
    2. Setting up a new a password for online purchases to be used alongside a onetime passcode we text to you.
    3. Using a landline and your voice as your password.

     

    If you are asked to confirm a purchase, the information on the screen will prompt you on what to do.

     

     

    Business Customers:

    For business customers, all cardholders need to download and set up the AIB Authenticator app.

    If you are asked to confirm a purchase, the information on the screen will prompt you on what to do.

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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 SCA?

    No, you cannot opt out of SCA. 

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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:

    You can update your mobile number by:

     

    • Logging into your Online Banking, clicking on ‘Services & Settings’ and selecting ‘My Details’

     

    OR

    • Simply call our Customer Services team on 0345 793 0000 (Mon-Fri 9:00am - 5:00pm excluding Bank Holidays. 

     

    OR 

    • calling into your nearest branch with your ID

     

    Business Customers:

     

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

    • Calling us at 02890 330099

     

    If you have a Business Credit Card you can update your mobile number by:

    • Calling us at 02890 241822

     

    Please let all additional cardholders know they need to do this too if they change their mobile number.

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    Has your card been declined online?

    • Check your balance on our banking services.
    • Check the expiry date on your card.
    • Have you a set up a way to confirm your purchase online? If not, find out how here.
    • If you have been asked to confirm it’s you, have you entered in the information correctly?
    • If you were not asked to confirm your online purchase, it could be that the retailer may not be ready for Strong Customer Authentication. Try again and if it is not successful, contact them and ask if they will accept the payment over the phone.
    • Where you have given your card details to pay a recurring or variable bill, similar to a direct debit. Examples of these are:
      • Your gas bill
      • streaming/TV subscription
      • subscription App
      • gym membership
      • online shopping for groceries
      • additional charges for a hotel payment for example, mini-bar use, breakfast on the morning of check-out
      These purchases need to be flagged a certain way so we can process them. It’s an industry regulation and some retailers may not be ready for these changes. If this type of purchase is declined, contact the retailer and ask them if they will accept the payment over the phone. To find out more, click here.
    • If you were not asked to confirm your online purchase, it could be that the retailer may not be ready for Strong Customer Authentication. Try again and if it is not successful, contact them and ask if they will accept the payment over the phone.

     

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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)?

    We have an alternative way for you to confirm your purchases. To find out more click here.

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

    Yes, we have an alternative way for you to confirm your purchases. To find out more click here.

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    What happens if I get a new smartphone?

    If you get a new smartphone you will have to download the AIB (NI) Mobile Banking 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. To find out how, see question How do I update my mobile phone number with you?   

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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 Notifications

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    What is a notification?

    A 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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    Why do I need to turn on notifications for the app?

    You need to turn on notifications so that we can notify you while you are shopping online for you to confirm your purchase.

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    How do I turn on notifications?

    Switching on Notifications for an AIB app.

     

    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 notification?

    If you aren’t receiving notifications, first check that notifications are enabled for the AIB (NI) Mobile Banking App.

     

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

    • Do-Not-Disturb mode and Power-Save mode are not activated.
    • Check that you are connected to the internet and have sufficient data available on your phone.
    • OnePlus: select battery optimization then the app and then don't optimize.

     

    If you have a Huawei or Xiaomi device and are not receiving the notification, go to settings, select advanced settings and Battery manager. Then set the AIB app 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. Ignoring the app actually means to let it run.

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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 notification you sent me?

    If you can no longer see the notification sent by the AIB (NI) Mobile Banking 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.

    *This may vary by device

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

    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 (NI) 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, this usually works

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

     This may vary by device.

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

    Turning on 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, see question How do I turn on notifications?.

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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-UK or Irish Mobile phone number, you can still use the AIB (NI) Mobile Banking 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 (NI) Mobile Banking App. When the app is installed it performs a series of checks to determine if the device is safe for running the 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 your purchase using the app if you have a jailbroken or rooted phone Personal Cardholders 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 (NI) 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 Online and Phoneline Banking. To find out more, click here.

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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?

    Online Banking 

    1. Log securely into Online Banking 
    2. Click “Services & 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 (NI) Mobile Banking app

    1. Log securely into the AIB (NI) 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.

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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 (NI) and we will provide the one time passcode as part of our message. 

     

    Criminals can make fake text messages look like they come from us. They can even insert these fake messages into genuine text conversations we are having with you.

     

    One way of spotting a scam is that our web address will have .co.uk at the end. If it has any other ending like .com, it is definitely a scam.

     

    Be careful and never click a link in a text message - even if it appears to be part of a conversation with us. We don't put links into our text messages.

     

    If you believe you have received a fraudulent text message, email or phone call, please send a copy of the details to alert@aib.ie.

     

    For more information on fraud and threats, click here.

     

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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 028 9024 1822 for credit cardholders and 028 9033 0099 for debit cardholders. The phonelines are available from 09:00 to 17:00, Monday to Friday, excluding bank holidays.

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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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Using voice for Online Shopping

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    What do I need to confirm my online purchases using my voice

    To use your voice as your password to confirm your purchases, you will need;

     

    1. A landline 
      (or a mobile phone if you have been unable to use mobile or password to confirm your online purchase)
    2. Have Voice ID set up, and
    3. Have Phoneline or Online Banking

     

    If you need to set up Voice ID, call 0345 646 0304 Mon-Fri 9:00am - 5:00pm excluding Bank Holidays.  To set up either Phoneline or Online Banking, click on the links above to find out how.

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    How do I register for Voice ID & Phoneline or Online Banking?

    If you need to register for Voice ID, call 0345 646 0304 Mon-Fri 9:00am - 5:00pm excluding Bank Holidays.

    To find out more about Voice ID click here.

    To register for either Phoneline or Online Banking, click on the links to find out how.

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    How do I confirm my purchase using my voice for online purchases

    When you are shopping online and you are asked to confirm it’s really you, you will see a message on screen advising you will receive a call from us.

     

    This will be an automated call. You should expect to receive this call within a minute of your purchase.

     

    1. Answer the call, listen to the instructions and details of the purchase.
    2. To confirm your purchase you will be asked to key in your Personal Access Code (PAC) from your Phoneline or Online Banking and use your voice as your password.
    3. Then return to the online site, and press complete to finish your purchase.

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    What happens if I do not receive a call?

    When you are shopping online and you are asked to confirm it’s really you, you will see a message on screen advising you will receive a call from us.

     

    This will be an automated call.

     

    If you do not receive a call after approx. 1 min, go back to the online site to the onscreen message. Press cancel on the top right hand corner of the screen and try completing the purchase again.

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    What number will the call come from?

    It will show as an unknown number.  The call will be automated and you will not speak or be transferred to a staff member.

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    What happens if it doesn’t work?

    Voiceprints are very reliable, but if you ever have problems just give us a call from the number on the back of your card.

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Using the Authenticator App for Business cardholders

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    How do I get the AIB Authenticator app to use with my business card?

    Download the AIB Authenticator app.
     
    • If you are registered for our Online and Phoneline banking service, you need to use your registration number and personal access code (for your personal account) to log into the app.   
    • If you don’t use Online and Phoneline Banking for your personal account, you need to register through the Authenticator app by using your email.
    • If you have already set up your email and password to confirm your personal card purchases, you can log into the Authenticator app using the same email and password and add your Business cards to this app. 

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    I already have the AIB Authenticator App app for my Business cards from AIB Republic of Ireland, do I need another app for my AIB Northern Ireland business cards?

    Good news, you don’t. 

     

    If you already have the app for my Business cards from AIB Republic of Ireland, just log in, select AIB in Republic of Ireland as your primary region, and add your AIB Northern Ireland business card.  This means you can authorise all your AIB business cards using the same app and your existing log in credentials. 

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    Why am I asked to select a region?

    This one app supports all of our AIB Business cards across AIB group.

     

    If you have business cards from only one region of AIB (i.e AIB Northern Ireland), select the region your cards are issued from.

     

    If you have cards from different regions, for example you have cards issued from AIB Republic of Ireland and AIB Northern Ireland, you can set your preferred region.  This means that you can authorise all your AIB business cards using the same log in credentials.  If you are using your registration number as your log in, you might have a preference for using your AIB Northern Ireland registration number over your Republic of Ireland one but this one allows you to choose which credentials suit you.

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    I selected the wrong region in error, how do I go back to select the region screen?

    You need to delete the app from your phone and download it again. Log back in and you will be asked to select your primary region.

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    Are you seeing ‘Set up your device’ screen?

    Select ‘Remove AIB Business Card’ on the next screen and try adding the business card again.

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    I have downloaded the AIB Authenticator app and enrolled my business card, so why am I seeing a ‘Confirmation Error’ screen when I shop online?

    The app may not have connected correctly in the background when you downloaded it.

     

    Here’s what you need to do:

    1.       Log into the App and confirm you have successfully added your business card

    2.      Remove any business cards you have added

    3.      Check your Data Usage and battery settings on your device (outlined below)

    4.      Add your business cards again and follow the steps. We know you've done this before, so we're sorry to have to ask you to do it again.

     

    Checking the Settings on your phone – please note this may vary depending on the phone being used.

     

    IOS

    1. Low Power Mode should be switched off

    Go to Settings -> Battery -> switch Low Power Mode to OFF and/or ensure device is plugged in

    2. Data Usage

    Go to Settings -> General -> set Background App refresh to Yes

     

    Android (Samsung)

    1. Check Battery Saving Mode Settings

    Go to Settings -> Battery and Device care -> Battery -> Disable Power saving mode

    2. Optimize battery usage

    Go to Settings -> Apps -> three dots menu () -> Special Access -> Optimize battery usage -> All apps -> then find the app (AIB) and switch the toggle to OFF

    3. Data Usage

    Go to Settings -> Connections -> Data Usage -> then find the app (AIB) and set Background Data Usage to Yes.

     

    Android (Huawei)

    1. Battery Optimization settings

    Go to Settings -> Battery Optimization ->  then find the app (AIB) and check that it is under Not allowed.

    2. Battery Saving Mode settings

    Go to Settings -> Battery -> ensure all three modes are toggled OFFPerformance mode, Power Saving mode and Ultra Power Saving mode

     

    Android (One Plus)

    1. Battery Optimization settings

    Go to Settings -> Battery -> Battery Optimization -> Ignore battery optimizations, switch to All Apps list, find the app (AIB) and choose Don’t optimize.

    2. Battery Saving Mode settings

    Go to Settings -> Battery -> Disable Battery Saver mode

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    I have downloaded the AIB Authenticator app to use with my business card. Why do I have to use my Online and Phoneline Banking registration number and Personal Access Code (PAC) to log in?

    If you are registered for our Online and Phoneline banking service, we ask you to use your registration number and PAC for your personal or sole trader accounts to log into the app, so we know that it’s you.

     

    If you don’t use Online and Phoneline Banking for your personal account, you need to register through the Authenticator app so that we know it’s you using the business card. 

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    I have Online and Phoneline Banking but I can’t remember my registration number. How do I retrieve this?

    To retrieve your Online and Phoneline Banking registration number, click here

     

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    What operating system is needed to download the app?

    Apple

    • Device running on iOS 13 or above

     

    Android

    • Android Device running on version 8.0 (Oreo) or above

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    Can I add more than one business card to the AIB Authenticator app?

    Yes, you can add all of your AIB Business Debit & Credit cards to the app.

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    I already have the AIB Authenticator App for my AIB Republic of Ireland business cards, do I need to download this app again?

    No, you do not need to download this app again. You need to use the same App to add your AIB (NI) Business cards to make online purchases.

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    I use the same mobile number for business and personal, can I set up the app?

    Yes you can use the same mobile number for personal and business.

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    My business card was lost/stolen, do I need to update my new business card on the app?

    Yes, when you receive your new business card, add it to the app and remove your old business card. 

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    My business card was replaced as it had expired, do I need to update my new business card on the app?

    No, if your business card number is the same, then you don’t need to update it to the app.

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    What if I’m having trouble setting up the AIB Authenticator app?

    If you are having trouble setting up the AIB Authenticator app try some of our troubleshooting suggestions:

    Have you tried using our step-by-step guide? Click here

     

    Device tips

    • Check that you have the most up to date version of the Authenticator app by going into the app/play store, if there is no update required for the app, you have the correct version.
    • Make sure your device has an operating system to support the app
      • Apple 
        Device running on iOS 13 or above
      • Android 
        Android Device running on version 8.0 (Oreo) or above

     

    Log in/Register tips

    • If you are logging into the app using your registration number and personal access code, make sure it’s your details for your personal accounts.
    • If you have already set up your email and password to confirm your personal card purchases, you can log into the Authenticator app using the same email and password and add your Business cards to this app.
    • If you get the error ‘Looks like a record with the details you provided already exists’
      • Log out of the app and log back in using your registration number and personal access code (for your personal accounts), if you have one. or,
      • If you have already set up your email and password to confirm your personal card purchases, you can log into the Authenticator app using the same email and password. 

     

    Manage your profile tips 

    • Once you have confirmed your mobile numbers in the “manage my profile” screen, you will see a green tick beside them. To exit this screen, tap close or X (whichever displays for you) on the top left corner of the screen.
    • Check your details on the “manage my profile” are correct. 
      • Log into the app, tap profile on the bottom of the screen
      • You can edit some of your details in the app, you will see an edit button beside the fields you can.
      • If any other details are incorrect and you can’t edit them, please call us on the numbers below

     

    Adding your card tips

    • If you get an error message after trying to add your Business credit or debit card, try entering the business card number again, as this might be due to an incorrect card number being entered. 
    • You cannot add a personal credit or debit card to this app.

     

    Error message

    If you get an error and you are unable to add your business cards after trying the troubleshooting suggestions please call us on 

    028 9024 1822 – Business credit card.

    028 9033 0099 – Business debit card.

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    What will happen when I shop online with my business card?

    From time to time, we’ll send a notification through the AIB Authenticator app for you to confirm your purchase. Tap on the notification and follow the on-screen instructions. Finally, return to the online store to finish shopping.

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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 Authenticator app again and call us at 0345 646 0310 to set up your device. And if you change your mobile phone number you also need to update it with us

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    I do not have a smart phone, will I still be able shop online with my business card?

    You need to use the AIB Authenticator app to confirm your purchases so it’s unlikely that you will be able to shop online without a smart phone, however you can also download it on to a tablet.

     

    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 the app.

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