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 will be two 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. 

     

    These changes will happen over the next few weeks. For a short time, you may still be asked to confirm it’s you by using a one-time passcode for some of your cards until SCA is introduced on all of our cards.

    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, each person who has a card on the account will need to download a new app.

     

    We will tell you more about the app when it is available.

     

    For now, if we need to confirm it’s you, we’ll continue to send you a one-time passcode by text message and you must enter this code to complete your online purchase.

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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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Using the Mobile App for Online Shopping

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    My mobile phone is not a smartphone – what do I do (Personal Customers)?

    If you don’t have a smartphone we need your mobile number so that you can use a password for online purchases together with a one-time passcode. You’ll need your password and the one-time code we’ll text you, anytime you need to authenticate your online transactions.

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

    We will have an alternative way for you to confirm your purchases and we will tell you more about this when it is available.

     

    If you need assistance to confirm your transactions in the meantime 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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    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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