Q&A's

• What are Fraud Text Alerts for my debit and credit card?

  We may text you and ask you to confirm a card transaction to help prevent fraud on your card.

• Why would you send me a fraud text alert?

  We may text you when we are suspicious about how your card is being used, for example, if it is being used:

  • outside your normal purchasing patterns,
  • in another country, perhaps for the first time,
  • at unusual times, and
  • in a pattern that matches known fraud trends.
• What number will the text come from?

  The text will come from 

  • o    For Debit Cards +353 86 180 3367;
  • o    For Personal Credit Cards +353 86 180 3392; and
  • o    For Commercial Credit cards +353 86 180 0846

   

  If you have a UK address and UK mobile number, the text may come from our UK numbers.

  • For Debit Cards +44 7897 025515;
  • For Personal Credit Cards +44 7480 533591; and
  • For Commercial Credit cards +44 7700 174510.

   

  These numbers are for texting only and won’t answer if you ring them.  We will identify ourselves straight away as ‘AIB’. We will not ask you for account numbers or PIN numbers.

• What will the text say?

  We will ask you to confirm whether or not you made a transaction. Reply with `1’ if the transaction is yours or `9’ if not. When replying to this message you are confirming that the card transaction was made by you. You should always check your receipt or go back to the shopping site to check that your transaction was completed successful. If you are not happy to answer the text, you can call the number on the back of your card.

  Here is a sample of the text we may send you. It will not identify you or your card:

   

  AIB: Is transaction for €100.00 at Retailer name on card ending 1234 yours? If so reply ‘1’, if not reply ’9’.

• What happens then?

  If you reply ‘1’, we will send you this message:

   

  AIB: Thank you for responding. Check your account to see if your transaction went through. You can continue to use your card.     

   

  Note: When replying to this message you are confirming that the card transaction was made by you. You should always check your receipt or go back to the shopping site to check that your transaction was completed successfully.

   

  If you reply ‘9’ we will send you this message:

   

  AIB: Thank you. We have placed a hold on your card and it can no longer be used. Our Cards Team will contact you.

   

  If you reply ‘9’, we will place a hold on the card and get in touch with you to let you know what you need to do.

• What happens if I don’t reply to a text?

  If you do not respond within eight hours of receiving the original text we may send another message:

   

  AIB: You didn’t reply to the text we sent you. A hold has been placed on your card, it cannot be used. Call us on the number on the back of your card.

• What happens if I reply with something other than ‘1’ or ‘9’?

  For any reply other than ‘1’ or ‘9’, we may send another text:

  AIB: Your response is unclear. Please reply ''1'' if the transaction is genuine, or ''9'' if the transaction is not yours or call us if your card is blocked.

• What happens if I reply eight hours after you first sent me a text?

  At that point we may call you, but in any case we may send you this response:

   

  AIB: You didn’t reply to the text we sent you. A hold has been placed on your card, it cannot be used. Call us on the number on the back of your card.

• When will you send me texts?

  We send texts as soon as we suspect activity on your card that is outside normal patterns. This may be at any time of the day and on any day of the year.

• Do I have to register for text alerts?

  No, if we have a mobile phone number for you, we may send you a text automatically whenever necessary. 

• Can I opt out of text alerts?

  No, you can’t opt out. We will only text you if we have a mobile phone number for you. Texts to alert you to possible fraud are an addition to our existing fraud detection programme.

• Can I call the number that texts me?

  The number that texts you will not answer if called. If you have any queries about the text you can call the number on the back of your card. 

• Is there a cost for text alerts?
  Receiving a text from us will cost you whatever your mobile phone operator charges you for receiving a text.
• Will it cost me to reply to?

  To reply to us will cost you whatever your mobile phone operator charges you for sending a text.

• How can I check what number you have on file in order to text me?

  Call the number on the back of your credit or debit card and we will be able to confirm the mobile number we have for you.

• Will you email me for a fraud alert?

  No, we won’t email you for a card fraud alert. 

• What happens if I don’t have a mobile phone or my phone doesn’t receive texts?

  If we can’t reach you by text to ask you to confirm a card transaction, we will try to call you. If we are unable to make contact with you we will place a hold on your card and send you a letter and wait for you to call us.