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. 

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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:

    To confirm your online purchase:

    Set up a new a password for online purchases to be used alongside a onetime passcode we text to you. 

     

    This change 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 601 6262 (Mon-Fri 9:00am - 5:00pm excluding Bank Holidays). 

     

     

    Business Customers:

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

    • Calling us at 028 9033 0099*

     

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

    • Calling us at 028 9023 6644*

     

    * Mon - Fri 9.00am to 5.00pm.

     

     

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

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    What happens if I get a new phone?

    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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    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 your phone to authenticate your purchases.

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Using Password for Online Shopping

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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 

    • Log securely into Online Banking 
    • Click “Services & Settings” 
    • Select “Security & Access”  
    • Click “Password for Online Purchases” 
    • 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.

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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 (GB) 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 9023 6644 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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    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 9023 6644 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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