We are currently experiencing a high volume of calls in relation to Strong Customer Authentication. We apologise if you have had a delay trying to get through to us and we appreciate your patience. To help further support our customers, we are also open on Saturday & Sunday 23rd & 24th November 2019 9am to 5pm, should you wish to phone us then. Contact us on 0818 300 089.

 

Common questions about the Authenticator App

Where can I get the Authenticator App?

You can download the app from the Google Play store or the App Store. Click here.

Why do I have to install the EBS Authenticator App?

You will need to download the EBS Authenticator app to a smart device and set up Strong Customer Authentication (SCA) to access and use EBS online banking. In order to ensure minimal customer disruption, after 14 September customers can still access Your Accounts Online as usual and over the coming weeks we will continue to support EBS customers to transition to the new SCA service.

I don’t have a smart device or the app is not compatible with my phone, is there an alternative?

To use online banking you’ll need to have set up for SCA. The only way to do this is with the Authenticator App.

I’ve downloaded the App and entered my CIF & PAC. The next step is to enter a 6-digit code to pair my device. Where do I get this code?

If you don’t have your 6-digit one-time code please login to EBS Your Accounts online to check when it was posted and the address it was sent to. You can login by entering your CIF & PAC. Once you have logged in details of the status of your one-time code will be displayed on screen. Alternatively you can contact our internet support team on 01 6658075 between 9am and 5.30pm Monday to Friday. For more about the 6-digit code, click here.

I don't want to enable notifications on my mobile. What does this mean for me?

When installing the EBS Authenticator App you may be asked to enable notifications. Enabling notifications allows us to send you secure automated messages even when the app is not open, every time you log into Your Accounts Online. Responding to this automated message is the quickest and easiest way that you can confirm that it really is you logging into your account.

You are not required to enable push notifications for all apps on your phone. This app is only used to confirm that it really is you that is logging into your online banking profile and it will not be used to send marketing messages.

I have a personal and a work mobile phone. Can I pair both smartphones to my Your Accounts Online profile?

No it's not possible to have more than one device paired to your online banking profile.

My partner doesn’t have a smartphone. Can we both use my smartphone for SCA for online banking?

Unfortunately it’s not possible to have more than one Your Accounts Online profile paired with the same device.

I had set up my phone for SCA and now I've lost my phone - how do I see my accounts and use online banking?

The first thing you need to do is call EBS Direct on 353 1 6658075 and let them know you have lost your phone. Phone lines are open between 9am and 5.30pm Monday to Friday. One of our agents will be able to unpair your device from your online banking profile and request a new one-time code for you to pair a replacement device.

As we support our customers to transition to the new SCA service you can still access Your Accounts Online as usual without having a paired device.

I have set my smart device up for SCA but don’t have it with me, can I still login to Your Accounts Online?

Unfortunately not, as you don’t have your device you cannot complete authentication. This is to keep your account secure.

I’ve paired my device for SCA and see a button to ‘Generate OTP’. What is this?

This button allows you to generate a One-Time Passcode (OTP) to login to Your Accounts Online. If you have not enabled notifications, or your phone cannot be reached when you are logging in, then after entering your Customer ID and PAC, you will be prompted to generate an OTP in the EBS Authenticator App. Simply enter the OTP in the field provided in your browser and click Continue to complete authentication and login to online banking.