FAQs about Strong Customer Authentication (SCA)

• Does SCA affect me?

  Yes.  If you use our Mobile Banking or Online Banking services you will already use SCA for Online Banking.

  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.

• When do I need to sign up for SCA?

  Since 14 March 2020, everyone in the UK 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. 

• 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 Credit or Debit 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.

• 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 Online 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.

• Why are you making these changes?

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

  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.

• I only use the AIB (NI) 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 AIB (NI) 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.

• 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 by phoning Customer Services on the number below.

  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 (Mon-Sun 9:00am - 5:00pm, 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?

  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.

• 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 smartphone – what do I do?

  If you don’t have a mobile phone, you’ll need a Card Reader to set up SCA for Online Banking. To order a Card Reader simply call our Customer Services team on 0345 793 0000 (Mon-Sun 9:00am - 5:00pm, excluding Bank Holidays).

• 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 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 Online Banking to check balances and recent transactions and make payments to existing beneficiaries (people you pay) and bills using the ‘Limited Access’ option.

• 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?

  You will need to download the latest version of the AIB (NI) 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 Online Banking to check balances and recent transactions and make payments to existing beneficiaries (people you pay) and bills using the ‘Limited Access’ option.

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

  You need the Activation Code to complete setup of your AIB (NI) 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 but 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 the setup and get access to your online accounts.

   

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

  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 using the ‘Limited Access’ option.

   

• 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 (Mon-Fri 9:00am - 5:00pm, 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, view a limited number of transactions and access ‘My Messages’. If you need to access other services you will need to log in with your chosen SCA method.

   

• Can you tell me more about PSRs 2017?

  The Payment Services Regulations 2017 (PSRs 2017) came in to force on 13 January 2018. It sets out rules for banks and Third Party Providers (TPPs), which are licensed external parties that can offer certain financial services. As well as promoting innovation, PSRs 2017 aims to make payments safer and more secure.

• Can I opt out of this?

  No. Under PSRs 2017 regulations it is mandatory for the bank to apply Strong Customer Authentication for certain online transactions.

• 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 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 Mon-Sun 9:00am - 5:00pm, excluding Bank Holidays).