3D Secure – 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 Verified by Visa 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.
  




New way to approve online purchases - Strong Customer Authentication

• How does 3D Secure work?

  Up to now, when you shop online using your credit or debit card and you need to approve a purchase, you are sometimes asked to enter a one-time passcode sent to your mobile phone.

  The way you approve online shopping and payments will change over the next few months. We’re adding an additional layer of security called Strong Customer Authentication (SCA) to 3D Secure to confirm online card payments. This change is part of a Second Payment Services Directive (PSD2) regulation and will help to fight fraud and make your online purchases/payments even more secure than before. Once SCA is introduced it will replace the one-time passcodes that are currently sent to you by text message for some online purchases.

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

  Up to now, for one-time passcodes, we have needed your up-to-date mobile phone number and you have needed to be able to receive text messages on your mobile phone - you did not need to register your card with us.

  To be ready for the new way to approve your online purchases/payments, you will need to;

  • Be registered for 365 online;
  • If you have a Credit Card, add it to your 365 profile via the ‘Services’ section;
  • Download the Bank of Ireland Mobile app using a smart device – this will be your primary security device where notifications for approving online purchases will be sent;
  • Turn on the Bank of Ireland Mobile app notifications.

  If you don’t have a smart device or are unable to use our Bank of Ireland Mobile app, we will provide you with a Physical Security Key on request. This is a small, handheld device that generates a new passcode which you will need to enter on-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/

• Once SCA is introduced, the approval steps using the BOI Mobile App will look like this:

  When you shop online and go to complete your purchase, you will see a screen similar to the below on the seller’s site.

   

  

   

  1. It is important that you do not click ‘I have approved in BOI app’ until you have completed the authentication in the Bank of Ireland Mobile app in the next steps.
      
     

     

     

  2. The screen will tell you that a ‘push’ notification has been sent to your primary security device. When you tap on this notification¹, the Bank of Ireland Mobile app will open. Please see the next dropdown of what to do if the Push Notification does not arrive to your security device.
     1Please note that your notification may look different depending on the type of device you have.

      
     

     

     

     

  3. Once you open the Bank of Ireland Mobile app you will need to swipe to the right to approve the transaction and enter 3 digits of your 6 digit 365 PIN. You will then be prompted to exit the Bank of Ireland Mobile app and return to the seller’s site to proceed with the transaction.
      
     
      
  4. You can now complete the transaction on the seller’s site by selecting ‘I have approved in BOI app’.
• What if I don’t receive the push notification?

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

  • You have your notifications turned off, or;
  • You are not using your primary security device.

  In this case, you can retrieve the transaction approval page notification yourself by opening up the Bank of Ireland Mobile app on any of your registered security devices where you will see ‘Waiting for your approval’ (the ‘pull’ method). This also applies to you if you are using the browser version of our new online banking channel when logging in or making payment.

  Please see details below on how to do so:
   

  

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

   

  1. You will see a screen similar to the above on the seller’s site. Do not click the ‘I have approved in BOI app’ until you have completed the authentication in the Bank of Ireland Mobile app.
      
     
      
  2. Open up the Bank of Ireland Mobile app on any of your registered security devices where you will see ‘Waiting for your approval’.
      
     

     

     

      
  3. You will tap on this, and then swipe to approve the transaction and enter 3 digits of your 6-digit 365 PIN.
     
  4. Once you have approved the purchase in the Bank of Ireland Mobile app, you can then go back to the seller’s site and complete the transaction there by selecting ‘I have approved in BOI app’.
• What is a primary device?

  A primary device is the very first, active security device (smartphone/tablet) you would have registered on which you downloaded the Bank of Ireland Mobile app and completed the set up process. Your registered security device(s) provide additional security, using Strong Customer Authentication, when you access and manage your online banking. Your primary/registered device is required whenever additional security is needed for online card purchases.

  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 what was registered first.

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

  SCA will soon fully replace the one-time passcodes that are sent to you by text message today. This means, when you shop online and go to complete a purchase/payment, you may need to approve the purchase using one of the new ways. For most customers, this will mean receiving a notification on your primary smart/security device asking you to open your Bank of Ireland Mobile app and approve the transaction.

  If you don’t have a smart device or are unable to use our Bank of Ireland Mobile app, we will provide you with a Physical Security Key on request. This is a small, handheld device that generates a new passcode which you will need to enter on-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, using your IBAN and User ID, you can order a Physical Security Key online 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 4606410

  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 200 362

• How to confirm an online purchase/payment for business cardholders using SCA?
  For Business Credit Card Customer with a current account

  SCA will soon fully replace the one-time passcodes that are sent to you by text message today. This means, when you shop online and go to complete a purchase/payment, you may need to approve the purchase using one of the new ways. For most customers, this will mean receiving a message on your smart/security device asking you to open your Bank of Ireland Mobile app and approve the transaction.

  If you don’t have a smart device or are unable to use our Bank of Ireland Mobile app, we will provide you with a Physical Security Key on request. This is a small, handheld device that generates a new passcode which you will need to enter on-screen to approve your online purchase/payment. See How do I order a Physical Security Key?

  For Business Debit Card Customers or Business Credit Card Customers with no current account

  Sit tight for now! We will be in touch with you soon with more information before our SCA change is introduced.




One-Time Passcodes Only

• How do I update my mobile phone number with you?

  For one-time passcodes, to update your mobile phone number, please call our 3D Secure team on;

  ROI Credit & Debit Cards; 0818 200 370 (Republic of Ireland), or +353 1 2500370 (from anywhere else) from Monday – Friday 9am - 5pm.
  

• How will I know the text (SMS) is from BOI?

  Where you receive a one-time passcode by text message from BOI, it will not include your name or card number or ask for your account or PIN numbers, and will not contain links to click. Sample messages are provided below;

  Sample text (SMS) relating to debit card - To complete your purchase of EURxx.xx at Retailer Name use your one-time passcode 123456 within 10 minutes. Contact BOI if you did not request this.

  Sample text (SMS) relating to credit card - To complete your purchase of €xx.xx at Retailer name use your onetime passcode 123456 within 5 minutes. Contact BOI if you did not request this.

• How long is the one-time passcode valid for?
  A passcode is valid for a set amount of time, generally 5 minutes (credit cards); 10 minutes (debit cards). If you do not submit the passcode correctly within 5 (credit cards) or 10 (debit cards) minutes, it will expire.
  
• I didn't receive any passcode. What do I do?

  You should check to see if the last 4 digits of the mobile phone number on the 3D Secure Payment Screen are the last 4 digits of your mobile phone number. If not call us on;

  ROI Credit & Debit Cards; 0818 200 370 (Republic of Ireland), or +353 1 2500370 (from anywhere else) from Monday – Friday 9am - 5pm.

  If your current mobile number is correct on the 3D Secure Payment Screen, and you didn’t receive the passcode, you should check if your mobile phone is receiving other text messages.

• Can I opt out of receiving one-time passcodes?

  No, if you’re making an online purchase with a retailer using your credit or debit card and authentication is required, you need to enter the passcode sent to you by text message.

• How much does it cost to use the 3D Secure service?

  We do not charge for 3D Secure, however you are responsible for SMS fees charged by your mobile phone provider and for any internet fees when shopping online with a participating retailer.

• 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 3D Secure team on;

  ROI Credit & Debit Cards; 0818 200 370 (Republic of Ireland), or +353 1 2500370 (from anywhere else) from Monday – Friday 9am - 5pm.