Common questions about the Authenticator App

Where can I get the Authenticator App?

You can download the authenticator 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. 

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 be set up for SCA. The only way to do this is with the Authenticator App on your smartphone or tablet.

I’ve downloaded the App and entered my Customer ID & 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 login by entering your Customer ID & PAC. Once you have logged in details of the status of your one-time code will be displayed on screen. You can request a new one-time code. Alternatively you can contact our internet support team on 01 6658075 between 9am and 5.00pm 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.

This app is only used to complete SCA for online banking. It will not be used to send marketing messages. You are not required to enable push notifications for all apps on your device, you can just enable them for this app.

If you do not enable notifications, or your phone cannot be reached when you are logging in, then you will be given another way of confirming that it is you.

After entering your Customer ID and PAC, if your phone can’t be reached, you can generate an OTP (One-Time Passcode) 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.

I’m getting an error message when using the Authenticator App. What should I do?

This could be due to the default browser that your device is using. To resolve the issue you could try using a different browser.

To help you change your default browser, we have provided some steps below which work for most Samsung/Huawei devices. These steps are often device dependent and if those provided below do not work you should look up how to change the default browser for your specific device make and model in order to complete this step.

Samsung / Huawei

1. Go to Settings
2. Tap Apps
3. Tap Option Menu (three dots on top right corner) or tap Manage Apps and then the Option Menu (three dots on top right corner
4. Select Default apps
5. Select Browser app
6. Select Chrome (choose always for this selection)

Note: If Chrome is not available to change to in Default apps please follow these steps:

1. Go to Settings
2. Tap Apps
3. Find Chrome and select (if not listed ensure Chrome is downloaded as an app from the Play Store)
4. Select Set as default


If you are still getting an error message after changing you default browser then it could be caused by cookie settings or your cache/ browser history.  Please ensure that you have cookies enabled for the website.  We also suggest that you delete your cache/ browser history before attempting to pair your device again.

This can be done within the settings of your internet browser or mobile device and we have included some step by step guides below, for some common browsers.

Chrome

1. On your computer, open Chrome.
2. At the top right, click More.
3. Click More tools Clear browsing data.
4. At the top, choose ‘All Time’ as the time range.
5. Next to "Cookies and other site data" and "Cached images and files," check the boxes.
6. Click Clear data.

Safari

1. Click on the Safari drop-down menu and select Preferences.
2. Click the Advanced tab. Select the Show Develop menu in menu bar checkbox and close the Preferences window.
3. Select the Develop drop-down menu. Click Empty Cache.
4. Note: You may want to also clear your browser history.

Chrome app (the default Android web browser)

1. Tap the three-dot dropdown menu on the top right-hand corner of the browser
2. Tap "History" on the dropdown menu.
3. Tap on “Clear Browsing Data…”
4. Tap on the “Advanced” tab
5. Choose “All Time”
6. Check "Cached images and files" and “Cookies and Site Data”
7. Tap "Clear Data" at the bottom of the page.

Safari for iPhone & iPad

1. Open Settings.
2. Swipe down and tap Safari.
3. Swipe down again and tap Clear History and Website Data, tap it once again to confirm.

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 5.00pm 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.

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.

What is a Jailbroken or Rooted Device?

A jailbroken or rooted device is where a device is modified to eliminate security layers designed to protect your personal information and your mobile device. With this security removed from your mobile device, hackers may steal your personal information, damage your device, attack your network, or introduce malware, spyware, or viruses.

Jailbroken or rooted devices are not compatible with the EBS Authenticator App. When the app is installed it performs a series of checks to determine if the device is safe for running the Authenticator App — if the security checks have not been successful for example a jailbroken or rooted device is identified our app will not run. This security feature is for the protection of our customers and their accounts.