Changes to how you login and use Online Services

Don't get locked out

The way you log into Online and Mobile Banking services will soon change.

 

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

 

These changes help fight fraud and make your online transactions even more secure.

 

 

What do I need to do?

We need to make sure it’s you accessing your online accounts. All you need to do to get ready for SCA is;

 

  • Download the latest version of our AIB (NI) Mobile Banking App, when it becomes available
  • Make sure we have your correct mobile number

 

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

 

 

You can set up SCA by

 

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

 

You can use the latest version of our AIB (NI) Mobile Banking App to login, regardless of whether you want to log in via the Mobile App or via Online Banking. If you’re logging into Online Banking on a PC, you’ll need to have your mobile phone with you to logon every time.

 

  1. Download the latest version of our AIB (NI) Mobile App.
  2. Start log in to either Mobile Banking or Online Banking.
  3. Follow the on screen instructions

 

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FAQs about Strong Customer Authentication (SCA)

  • Does SCA affect me?

    Yes, if you use Online or Mobile Banking you will have received a letter or email in 2019 to tell you about this, along with changes to our terms and conditions.

  • When do I need to sign up for SCA?

    To use your Online Banking or Mobile Banking you’ll need to have SCA set up. When the time comes we’ll help you do this by guiding you through the simple steps you need to take on your Online or Mobile Banking screens.

  • Do I have to sign up for SCA?

    Yes, you’ll need to follow the onscreen instructions when prompted to be able to access and use your Online Services. 

  • What do I need to do?

    When the time comes to make the change and you log onto your Online Services, we’ll guide you through the simple steps you need to take on your Online or Mobile Banking screens.

  • Why are you making these changes?

    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 Online or Mobile Banking. This is known as SCA.

     

    We want to protect what’s important to you, so helping you keep your personal details and banking information safe is our number one priority.

  • How do I order a Card Reader?

    You can order a Card Reader through the ‘Services & Settings’ section on Online Banking.

     

    Alternatively when the SCA screens appear on Online Banking you can simply choose the Card Reader option to order a Card Reader. 

  • 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 (NI) 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. 

  • I only use Online 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 set up SCA with a Card Reader. You can order a Card Reader free of charge through the 'Services & Settings' section on Online Banking.

    If you do not have a smartphone or Card Reader, your alternative login options will be presented during the set up of SCA. Alternatively, you can ring our Customer Services team on 0345 793 0000 (8.00am – 12.00am (Midnight) Monday to Sunday, excluding bank holidays). 

  • I use both the Mobile App and Online 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 (NI) 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.

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

    To ensure minimal customer disruption over the coming weeks we will transition our customers to the new security.  However, this may mean if you do not set up SCA at your next log in when requested, you could be locked out of your online accounts at a future login.

     

    All AIB (NI) customers will have the option to set up SCA via Mobile or Online 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.

     

    We want to ensure you have time over the coming weeks to adopt this new security so you can continue to access Mobile and Online Banking as usual

  • When will the AIB (NI) Mobile app be available to download?

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

  • I don’t have a mobile phone – what do I do?

    In future to use your Online Banking you’ll need to have set up for SCA. If you don’t have a mobile phone, you’ll need a Card Reader and a Debit card to log in.

     

    You can order a Card Reader through the ‘Services & Settings’ section on Online Banking. Alternatively when the SCA screens appear on Online Banking you can simply choose the Card Reader option to order a Card Reader. 

  • 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 AIB (NI) Mobile  App on your new phone/handset and follow the onscreen instructions to set up your new phone for SCA. 

  • 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 so they can remove this device from your profile. If you have accessed your online banking using SCA in the last 90 days, you can log into Online 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 AIB (NI) Mobile App and follow the onscreen instructions to set up your replacement phone for SCA.

  • I have requested an Activation Code in the post – I cannot access the AIB (NI) Mobile Banking App.

    The Activation Code is required to complete setup of your AIB (NI) Mobile App. The code may take 3 to 5 banking days to arrive. In the meantime you can use Phoneline Banking by calling 0345 793 0000 for basic banking and an option to talk to one of our customer service advisers for further assistance. Once the code arrives, enter this into the app to complete setup and get access to your online accounts.

  • 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 (NI) Mobile  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 (NI) Mobile App your Apps manager. Note - Notifications are automatically switched on for anyone with AIB (NI) Mobile App Version 6 or above.

     

    Apple:

    Within the AIB (NI) Mobile 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 (NI) 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 (NI) Mobile 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 Online Banking to check recent balances and transactions and make payments to existing beneficiaries (people you pay) and bills.

  • I live outside the UK, do I still have to do this?

    Yes, SCA applies to all customers who use our online services.

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

    You can set up  SCA with your mobile device with a UK or Irish mobile number. However you can still access the AIB (NI) Mobile Banking App and set up for SCA with a Card Reader and Debit card instead.

  • 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 use 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 AIB (NI) Mobile App and follow the onscreen instructions.

     

    Your 12 year old can access their Online Banking via a browser and use a Card Reader with their Debit card 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 please contact our customer service team on 0345 793 0000 (8.00am – 12.00am (Midnight) Monday to Sunday, excluding bank holidays). 

  • What happens if I have 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 (NI) Mobile App. When the app is installed it performs a series of checks to determine if the device is safe for running the AIB (NI) 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 Online 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 Text message
  • What is Limited Access?

    Limited Access provides you with the option to log in (provided you have already set up and logged in with SCA in the previous  90 days). With limited access you can make payments between your accounts, to your saved beneficiaries or pay your existing 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.

  • 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?

    You can request an activation code in the post to set up for SCA. However, this may take 3 – 5 banking days to reach you.

     

    In the meantime you can use Phoneline Banking by calling 0345 793 0000 to do some basic banking, and can select an option to talk to one of our customer service advisers for further assistance to enquire about setting up SCA via SMS Text message. Our Customer Services team are available from 8.00am – 12.00am (Midnight) Monday to Sunday, excluding bank holidays.

  • I'd like to view the updated Terms and Conditions

    Terms and Conditions for Online Services are available here.

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