Strong Customer Authentication Frequently Asked Questions

  • What is 3D Secure?

    3D Secure is a layer of security to make shopping online with your Bank of Ireland card safer. Examples of 3D Secure include Visa Secure and Mastercard® Identity check.

  • What terms apply to 3D Secure?

    Please see your card terms and conditions for details about making payments using 3D Secure.

  • How does 3D Secure work?

    There is an additional layer of security called Strong Customer Authentication (SCA) to 3D Secure. This helps to confirm online debit and credit card payments. This is part of the Second Payment Services Directive (PSD2). It helps to fight fraud and makes your online purchases/payments even more secure. Payments may now have to be approved either in the Bank Of Ireland mobile app or on 365 online.

  • What do I need for the 3D Secure service (SCA)?

    To be ready to approve your online purchases/payments, you will need to:

    • Register for 365 online
    • If you have a credit card, add it to your 365 profile on the ‘Services’ section
    • Download the latest Bank of Ireland mobile app to your smart device. This will be your primary security device. Notifications for approving online purchases will be sent to it. Your primary device can be changed at any time in the Bank of Ireland mobile app. This can be done by simply clicking on the profile icon on the top right hand corner and selecting ‘My security devices’
    • Turn on the Bank of Ireland mobile app notifications.
  • What if you do not have a smart device?

    If you do not have a smart device or are unable to use the mobile app, we can send you a physical security key. This is a small, handheld device that generates a new passcode which you will enter on the payment screen to approve your online purchase/payment. See ‘How do I order a physical security key?’.

    For a step-by-step guide on how to complete any of these actions, please go to www.bankofireland.com/sca/

  • SCA approval steps using the mobile app look like this:

    When you shop online and go to complete your purchase, you will see a screen similar to the one below.

    Payment authorisation screen with instructions to 'Open your BOI app', 'Approve payment' and 'Come back here and tap I have approved in BOI app'.

    It is important that you do not click ‘I have approved in BOI app’ until you have completed the authentication in the mobile app.

    The screen will tell you that a notification has been sent to your primary security device. When you tap on this notification1, the mobile app will open. Please see the next dropdown for what to do if the notification does not arrive on your device.

    1Please note that your notification may look different depending on the type of device you have.

    BOI notification example: Action required. Tap here to approve or decline.BOI notification example: Action required.

    When you open the mobile app, you will need to select ‘Approve’ and enter your six-digit passcode or use biometrics and select confirm payment. You will then be prompted to exit the app and return to the seller’s site to go ahead with the transaction.

    Authorise payment screen prompting you to approve or decline a payment. Enter passcode screen prompting you to enter your passcode to confirm the payment.

    Authorise payment screen prompting you to approve or decline a payment. Face ID screen.

    Go back to seller page prompting you to go back to the seller's site.

    You can now complete the transaction on the seller’s site, by selecting ‘I have approved in BOI app’.

    VISA payment authorisation screen with instructions to 'Open your BOI app', 'Approve payment' and 'Come back here and tap I have approved in BOI app'. Mastercard payment authorisation screen with instructions to 'Open your BOI app', 'Approve payment' and 'Come back here and tap I have approved in BOI app'.

  • What if I do not get the notification?

    If you do not get the notification, this may be because:

    • You may have your notifications turned off, or
    • You may not be using your primary security device.

    In this case, you can find the transaction approval yourself by opening the app on any of your registered security devices where you will see ‘Waiting for your approval’. This also applies if you are using a desktop or laptop browser version of 365 online when approving a payment.

    Please see details below on how to do this:

    Mastercard payment authorisation screen with instructions to 'Open your BOI app', 'Approve payment' and 'Come back here and tap I have approved in BOI app'. VISA payment authorisation screen with instructions to 'Open your BOI app', 'Approve payment' and 'Come back here and tap I have approved in BOI app'.

    *Note: the commentary on the approval screen will be different, depending on whether you are making a payment on your mobile app or making a payment using the browser.

    1. Do not click the ‘I have approved in BOI app’, until you have completed the authentication in the app.
    2. Open the app on any of your registered security devices where you will see ‘Waiting for your approval’.
      Tap on this then click ‘Approve’ and enter your six-digit passcode or use biometrics and tap ‘Confirm payment’.

      Bank of Ireland app log in screen highlighting the 'waiting for your approval' section.

      Authorise payment screen prompting you to approve or decline a payment. Enter passcode screen prompting you to enter your passcode to confirm the payment.

      Authorise payment screen prompting you to approve or decline a payment. Face ID screen.

    3. When you have approved the purchase in the mobile app, you can go back to the seller’s site and complete the transaction there by selecting ‘I have approved in BOI app’.
      Mastercard payment authorisation screen with instructions to 'Open your BOI app', 'Approve payment' and 'Come back here and tap I have approved in BOI app'.
  • What if I am using a Physical Security Key on my desktop or laptop?
    1. When you shop online and go to complete your purchase, you will see a screen on the seller’s site asking you to authorise the payment using your Physical Security Key (PSK).
      Payment authorisation screen providing the instructions to approve the payment with a physical security key and an image of a physical security key with the green button highlighted.
    2. Turn on your PSK by pressing the green OK button. When prompted, enter your four-digit PIN. The screen will show ‘Select Opt’.
    3. Press 3. The screen will show the word ‘Challenge’
      Two physical security keys showing that if you press the number 3 it will show the word 'challenge'.
    4. Enter the code provided on the payment authorisation screen and press the green OK button. In this example, the code is 955637.
      Payment authorisation screen highlighting the text; 'Enter 955637 and press green OK button'.
    5. An eight-digit number will show on the screen.
    6. Enter this eight-digit number into the box on the seller’s site as shown above, and press ‘Confirm’.
  • What is a primary device

    A primary device is the registered security device (smartphone/tablet) that you will receive notifications about payments to. It is required whenever additional security is needed for online card purchases. A primary device is usually the first, active security device (smartphone/tablet) you registered on which you downloaded the mobile app and completed the set-up process. You can change your primary device either in the mobile app or on 365 online.

    It is important to note that if you have a smart device and a physical security key (PSK), your smart device will always be your primary device, regardless of which device was registered first.

  • How to confirm an online purchase/payment for personal cardholders using SCA

    When you shop online and go to complete a purchase/payment, you may need to approve the purchase using SCA. This will mean getting a notification on your primary device asking you to open the mobile app and approve the transaction.

    If you do not have a smart device or are unable to use the mobile app, we can send you a physical security key. This is a small, handheld device that generates a new passcode which you will need to enter on the seller screen to approve your online purchases/payments. See ‘How do I order a physical security key?’

  • How do I order a physical security key?

    If you have a Bank of Ireland current account, you can order a physical security key online using your IBAN and user ID at: https://form.bankofireland.com/psk-order-form/

    If you live outside of the Republic of Ireland, Northern Ireland or Great Britain, please call +353 1 404 4000. Monday to Friday, 9am to 6pm, or Saturday, 10am to 2pm.

    If you only have a Bank of Ireland credit card, please call our contact centre on the following number:

    ROI (Personal & Business credit cards) on 0818 251 251. 9am to 5pm, Monday to Friday.

    Northern Ireland and Great Britain customers, call 0345 736 5555 9am to 5pm, Monday to Friday, or Saturday 9am to 2pm (Including Bank Holidays)

  • How to confirm an online purchase/payment for business cardholders using SCA

    For Business credit card customers with a current account

    When you shop online and go to complete a purchase/payment, you may need to approve the purchase using SCA. For most customers, this will mean getting a message on their primary device asking them to open the mobile app and approve the transaction.

    If you do not have a smart device or are unable to use the mobile app, we can send you a physical security key. This is a small, handheld device that generates a new passcode which you will need to enter on the seller screen to approve your online purchase/payment. See ‘How do I order a physical security key?’

  • I need help with the 3D Secure service and I can’t find the answer here

    If you need help with anything, please call our team on:

    ROI Credit: 0818 251 251 from 9am to 5pm, Monday to Friday.

    Debit Cards: 0818 365 365 (Republic of Ireland), or +353 1 404 4000 (from anywhere else) from Monday to Friday, 9am to 6pm, or Saturday, 10am to 2pm.

    Northern Ireland and Great Britain customers, call 0345 736 5555 9am to 5pm, Monday to Friday, or Saturday 9am to 2pm (Including Bank Holidays)

 

Trusted sellers

You can select merchants/businesses you want to trust when shopping or paying for services online. By making these merchants trusted, you may not need to complete SCA each time you shop with them. We call these merchants / businesses ‘trusted sellers’.

  • How do I do this?

    When you shop or pay for a service online and go to complete your payment, you may see a screen similar to the one below on the merchant’s site. You will be asked if you want to add the merchant to your trusted list. Before you approve the payment on the mobile app, select ‘Yes’. After you select ‘Yes’, you can continue to the mobile app to approve the transaction.

    VISA payment authorisation screen with the option to 'Add this seller to your trusted list for a quicker shopping experience next time.' Mastercard payment authorisation screen with the option to 'Add this seller to your trusted list for a quicker shopping experience next time.'

    When you have approved your payment in the mobile app, a screen similar to the one below will appear. It will allow you to add the merchant to your list of trusted sellers. Here you may see a list of merchants and you can select any of them to be a trusted seller, by ticking the box next to the merchant name. You can also remove a merchant as a trusted seller, by unticking the box next to the merchant name.

    Manage your list of trusted sellers screen with the text 'Check to add a seller, or uncheck to remove one, then tap finish'. Manage your list of trusted sellers screen with the text 'Check to add a seller, or uncheck to remove one, then tap finish'.

  • Can I add other merchants to my trusted sellers list?

    You can only select the merchants that are on the list. No other merchants can be added.

  • I selected ‘No’ because I did not want to add this merchant to my trusted list. Why am I seeing this option every time I shop online?

    This is to make sure you always have the option to choose this merchant as a trusted seller.

  • What if I want to opt out/ no longer want to include this merchant?

    You can remove a merchant from your trusted list the next time you shop online. When you untick the box beside the merchant name on the list and select ‘Finish’, this merchant will be removed from your trusted list. You will need to approve transactions each time you shop with them.

    If you want to remove a merchant from your trusted list, you can also call our customer service team. They will be happy to remove them for you. For ROI debit cards, call +353 (0)818 365 365 (9am to 6pm, Monday to Friday, and 10am to 2pm, Saturday and Sunday. For ROI credit cards, call 0818 251 251 (9am to 5pm, Monday to Friday).

    Northern Ireland and Great Britain customers, call 0345 736 5555 9am to 5pm, Monday to Friday, or Saturday 9am to 2pm (Including Bank Holidays)