Error Messages

Error messages displayed on Business On Line:

• Session Error:

  Error Message: Please note there is another Business On Line session currently open using this User ID and password. You may be logged in at another PC or you used Business On Line and did not exit using the exit menu option in the last few minutes. Please allow up to 15 minutes before attempting to log in again.

  Helpful Steps: If you are still experiencing the above after 15 minutes please try the following steps;

  1. Delete cookies, cache and browsing history
  2. Access the main Bank of Ireland website and select the option to log onto Business On Line rather than using a shortcut or favourite
  3. Try a different browser
  4. Re-start your computer
• Session Expired:

  Error Message: Your Session is expired. Please click here to go to logon page

  Helpful Steps: If you are experiencing the above intermittently, please try the following steps;

  1. Delete cookies, cache and browsing history
  2. Access the main Bank of Ireland website and select the option to log onto Business On Line rather than using a shortcut or favourite
  3. Try a different browser
  4. Re-start your computer
• Unsupported Action:

  Error Message: For security reasons the use of the back, forward and refresh buttons of the browser are not recommended and may result in your session being timed out. Your session may also be terminated if you perform another action while the page is still loading.

  Your Session is expired. Please click here to go to logon page

  This is an expected error message, to resolve you will need to logon to Business On Line again by clicking the hyperlink or reloading the Business On Line Homepage.

• Error code 999 – Activation unsuccessful:

  You have ticked the activation confirmation checkbox before completing the required steps to activate the Approve app. Please refer to the troubleshooting tips below.

  1. Check that you have set a PIN to secure your Approve app (and set a ‘friendly name’ for your service where requested to do so) before you tick the activation confirmation box on screen.
  2. If you couldn’t scan the QR code and instead entered the manual invite details, it is important that you enter the Service URL displayed on-screen and do not tap the SKIP option in the app.
  3. Confirm that your device is connected to the internet.

  Once you have taken the necessary action, tick the activation confirmation box on-screen to try again.

• Error 777 – Activation unsuccessful:

  There are a number of reasons you may be seeing this message:

  1. The QR Code or Manual Invite details you have used are no longer valid and may have timed out – you will need to log out of Business On Line and restart the activation process. Once logged on again, be sure to complete activation within 30 minutes.
  2. The smart device on which you have installed the Approve app may have invalid characters, symbols or emoji’s in the Device Name - please follow the guidance below to remove any special characters and restart the activation process. To update your Device Name on an iOS device, navigate to 'Settings' from your homescreen, select 'General', then 'About' and finally 'Name'. Once updated, please log out of Business On Line before restarting the activation process.

  If the problem persists please contact the Helpdesk.

• Error 555 – Something has gone wrong:

  We’ve experienced a technical issue. Please log out of Business On Line and restart the activation process. If the problem persists please try again later, alternatively please contact the Helpdesk.

• Error 333 – Invalid Credentials:
  
  We can’t link you (or your User) to a Username currently set up with the Approve app. This could be for a number of reasons, please refer to the troubleshooting tips below. Once you have ensured that the correct credentials have been entered, tick the ‘VALIDATE’ button on-screen to try again.

  • You may have entered an invalid Username or a Username that is not currently set up with Approve on your current device.

    Please note that if you have uninstalled the Approve app, reset or changed your phone, you will need to set up the app again by answering ‘No – I am setting up Approve on my current smart device for the first time’.

  • You may have entered an invalid Secure Code or it may have timed out.

    Please note that you can only generate a Secure Code using the Approve app, you cannot enter a ‘Password’ from your previous KeyCode app.

  • You may not have entered the correct PIN for the Approve app. To comply with security requirements, we can no longer advise you if the PIN you have entered is incorrect – the best way to confirm that your PIN is correct is to attempt to log on with the User you wish to link to.
  • The User or Administrator Username you wish to link to may be locked. If the locked username is that of a regular User, please contact your Administrator. If this is an Administrator username, please instead contact the Business On Line Helpdesk.
• Administrator already linked

  For security reasons you can’t use the same Approve app to manage both Administrators on a single Business On Line profile. If however, you are also an Administrator on another Business On Line profile, you can still choose to link to your existing Approve app.

• User already linked

  For security reasons you can’t use the same Approve app to manage two Users on a single Business On Line profile. If however, you also a User on another Business On Line profile, you can still choose to link to your existing Approve app.

• Invalid Credentials (when logging on):

  There are a number of reasons you may be seeing this message:

  1. Invalid Username: You may have entered an invalid Username, or a Username that is not currently activated and unlocked.
  2. Wrong in-app function selected: Please ensure that you generate a Secure Code to log on – to do this select the ‘Secure Code’ tab at the bottom of your app, tap the screen and enter your app PIN.
  3. Wrong in-app service selected: If you use Approve to manage multiple services (Business On Line Usernames or a non-Bank of Ireland service) you will first need to select the service related to the User you wish to log on with.
  4. Mistyped or expired Secure Code: Please generate a new code using your Approve app and enter it within 60 seconds.
  5. Incorrect PIN: When generating your Secure Code you may have entered an incorrect PIN for your Approve app. To comply with security requirements, we can no longer advise you if the PIN you have entered is incorrect.

  If you are a User and can’t remember your PIN you’ll need to contact your Administrator and ask them to re-activate your app. If you are the Administrator on your profile and you can’t remember your PIN, please call the Helpdesk to do this.

  If you are not yet using the Approve app, please click here for troubleshooting information.

• Incorrect authorisation code (when authorising a payee, payment or bulk file):

  There are a number of reasons you may be seeing this message:

  1. Wrong in-app function selected: Please ensure that you have followed the instructions and used the correct in-app function to generate your code:
  • Challenge Response – for Payment authorisation
  • Signature – for Payee and Bulk Payment authorisation
  2. Wrong in-app service selected: If you use Approve to manage multiple services (Business On Line Usernames or a non-Bank of Ireland service) you will first need to select the service related to the User you wish to log on with.
  3. Incorrect PIN: You may not have entered the correct PIN for the Approve app. To comply with security requirements, we can no longer advise you if the PIN you have entered is incorrect.

  If you are a User and can’t remember your PIN you’ll need to contact your Administrator and ask them to re-activate your app. If you are the Administrator on your profile and you can’t remember your PIN, please call the Helpdesk to do this.

  4. You may have mistyped your code, or it may have timed out: Please generate a new code using the appropriate function in your Approve App.

  Note: If you are in the process of authorising multiple payees, please ensure that you have entered the last 4 characters of the payee’s IBAN or Account Number. These characters are case sensitive.

  5. Incorrect Date/Time on smart device: The Approve app requires an accurate date, time and time zone to be applied on your smart device before it can generate valid Secure Codes. You should ensure that the time on your smart device is set to ‘Automatic’ or correct (to the minute) by comparing it to the time on other smart devices such as a desktop computer or another smartphone.
• User locked:

  You have entered multiple incorrect authorisation codes. In order to protect your account we have now locked your User. To unlock your user please contact your Administrator.

  If you were attempting to authorise a payee, you will need to create the payee again.

• User not registered for this type of authorisation:

  Your Administrator has not given you permission to complete this authorisation. If this is a mistake please speak to your Administrator, ask them to logon to Business On Line and follow the steps below:

  1. On the Administrator Dashboard, click the ‘eye’ icon to the right of your Username.
  2. In Section 1 ‘User’, click ‘Save’ to progress to Section 2 ‘Authorisation Rules’.
  3. To provide you with access to authorise payments – click ‘Yes’ next to ‘Payment Authoriser’.
  4. To provide you with access to authorise payees – click ‘Yes’ next to ‘Payment Authoriser’.
  5. Click ‘Update User'.
  6. The Administrator can now logout and the User’s permissions will have updated when the User logs back on.
• Administrator action required: You can no longer access this profile with your KeyCode app:

  Ask your Administator to log on and activate you for our new 'Approve' app. To find out more visit boi.com/approve.

• Your panel limit is too low to make payment. Please contact your Administrator to amend.

  You will get this error if the user has reached the maximum limit for making payments. Your Business On Line Administrator has set this limit.

• Your Payment has not been saved:

  You may get this error message if you have copied or pasted any information into the payment details. To rectify this, log out and then log back in to recreate the payment ensuring you enter details manually. If the error persists, you may need to delete your payee details and add them again.

Error messages displayed in the Approve app:

• Error 300: Register Failed:

  There are a number of reasons you may be seeing this message:

  If scanning a QR Code:

  1. QR Code has already been scanned: The QR code may have already been scanned in error. Please restart the activation process to generate a new QR code.
  2. QR code timed out: The QR code may have expired - please restart the activation process to generate a new QR code. If you continue to experience issues when scanning your QR code, please instead ‘click to enter invite manually’.

  If entering Manual Invite details:

  1. Incorrect Service URL: Ensure you enter the full Service URL as displayed in the Manual Invite Details. This is a mixture of lowercase and uppercase characters and is case sensitive.
  2. Incorrect User ID: Ensure you enter the ‘User ID’ exactly as displayed on screen as this is separate to the Username you’re setting up. This ‘User ID’ is case sensitive and must be entered in Upper Case.
  3. Incorrect Invite Code: Ensure you correctly entering the Invite Code as displayed in the Manual Invite Details. The Invite Code is case sensitive and must be entered in Upper Case. Be aware of subtle differences between certain characters e.g. “0” instead of “O”, or an upper case “i” instead of a ‘1’. If you continue to have issues, the Administrator should log out of Business On Line and restart the activation process.
  4. Manual Invite has expired: App activation must complete before the Business On Line session is closed. If the session has been kept open for longer than 30 minutes you will need to restart the process.
• Error 303: Service could not be registered. Either the URL is incorrect or the service is currently unavailable:

  There are a number of reasons you may be seeing this message:

  1. Service Update Failed: If you are unable to renew your HID Approve service successfully by entering in your PIN when prompted, please take the following action;
  • Users: Contact your Administrator and ask them to re-activate your app.
  • Administrators: Contact the Business On Line helpdesk for support.
  2. Incorrect Service URL: Ensure you enter the full Service URL as displayed in the Manual Invite Details. This is a mixture of lowercase and uppercase characters and is case sensitive.
  3. Incorrect User ID: Ensure you enter the ‘User ID’ exactly as displayed on screen as this is separate to the Username you’re setting up. This ‘User ID’ is case sensitive and must be entered in Upper Case.
  4. Incorrect Invite Code: Ensure you correctly entering the Invite Code as displayed in the Manual Invite Details. The Invite Code is case sensitive and must be entered in Upper Case. Be aware of subtle differences between certain characters e.g. “0” instead of “O”, or an upper case “i” instead of a 1. If you continue to have issues, the Administrator should log out of Business On Line and restart the activation process.
  5. Manual Invite has expired: App activation must complete before the Business On Line session is closed. If the session has been kept open for longer than 30 minutes you will need to restart the process.
  6. Server Error: If this issue persists, please try to complete you activation later, or alternatively contact the Helpdesk.
• Error 0:

  There are a number of reasons you may be seeing this message:

  1. Please ensure that the Approve app is up to date and that there are no outstanding updates yet to be applied. Alternatively please uninstall and reinstall your app.
  2. Make sure that the device has a working internet connection (mandatory for the registration).
     If you continue to see this error message please contact the Helpdesk.
• The internet connection appears to be offline:

  Please ensure that your device has a working internet connection (mandatory for the registration) and try again.

• Error: Can't generate secure code, please try again or contact service provider

  Something has gone wrong with your request, please restart your device and try again. If the problem persists please contact the Helpdesk.

• “Your Service Requires an Update” Message

  From time to time you may be prompted to update your service within the Approve app.

  This will depend on when you registered the Approve app to your device and can happen in 3 different ways.

  Why am I seeing a yellow warning sign on my Approve app?

  • The first stage will show a yellow warning sign that prompts you to enter your pin to authenticate your device.

  Why am I seeing an amber warning sign on my Approve app?

  • If you do not take action while the yellow warning sign is present, this will change to an amber warning sign where you must enter your pin to authenticate your service.

  Why am I seeing a dark grey warning sign on my Approve app

  • If you do not take any action to either warning sign, you will be required to contact your Administrator to re-activate the Approve app. If you are an Administrator you will need to contact the Business On Line Helpdesk.

  Having difficulties renewing your service? If you are unable to renew your HID Approve service successfully by entering in your PIN when prompted, please take the following action;

  • Users: Contact your Administrator and ask them to re-activate your app.
  • Administrators: Contact the Business On Line helpdesk for support.

  Be vigilant if you receive a phone call out of the blue from someone claiming to be from your bank. Bank of Ireland will never call and ask you for your one-time passcodes and they will never ask you to download any software so they can take control of your computer or phone. NEVER share your login information with anybody, no matter who they say they are or why they say they need it. Visit our Security Zone for more information.