More control with your debit and credit cards. Now that’s handy.

Log in to 365 Online

With these new Banking 365 card management features, it’s easier than ever for you to control your debit and credit cards – through your smartphone or desktop.

  • View card PIN instantly
  • Activate your new debit or credit card for online transactions
  • Freeze/unfreeze your card – handy if you’ve misplaced it
  • Order replacement debit or credit cards without having to call the bank
  • Set up your credit or debit card for Apple Pay
  • Set up your debit card for Google Pay

FAQs

  • Spend Alerts

    The information here is about alerts for debit card transactions. It explains what these alerts are, how they work to protect you, and how you can set them up. We also explain why you might not get an alert on some occasions.

    We plan to add the same service for credit cards in the near future.

    What are spend alerts?

    Spend alerts are push notifications from Bank of Ireland that help you to detect fraud on your debit card. You can turn spend alerts on or off in the ‘Cards’ section of your app or 365 online.

    How do I get spend alerts on my device?

    To be sure that you get important notifications from us, including spend alerts, you must set your device to allow notifications for BOI Mobile. To do so, go to your device ‘Settings’, select ‘Notifications’, find the BOI mobile app in your list of apps, toggle ‘Allow notifications’. To turn on spend alerts, go to the ‘Cards’ section of your app or 365 online.

    Please note: We recommend allowing notifications as best practice for all customers who use the mobile app.

    When are spend alerts sent?

    When spend alerts are turned on and you go to make a debit card payment, we will send an alert – a push notification – to all your registered devices. We’ll include the last four numbers of your card in the alert, so you know which card we’re alerting you about.

    Depending on how you have set up push notifications for the BOI mobile app, the alert that we send you will be partially or fully visible on your device.

    For joint accounts or business accounts, customers will only be sent an alert if a payment attempt is made using their card and they have spend alerts turned on.

    A genuine alert from us will never contain a link.

    On Android: Tapping an alert on an Android phone or tablet brings you to this page on the Bank of Ireland website.

    On iOS: If the app is open on your iPhone or iPad but not being used, tapping an alert will bring you to the login page or back to your last position in the app. If you are using the app you will not get an alert.

    What should I do if I get a spend alert but I didn’t make a payment?

    If you get an alert, but you or any other cardholder did not try to make a payment, this may be fraud. Call us on the relevant number below:

    Republic of Ireland: 1800 946 764

    Northern Ireland/Great Britain: 0800 121 7790

    Everywhere else: + 353 1 679 8993 or + 353 56 775 7007 (for lost/stolen cards or phone)

    Do spend alerts arrive instantly?

    Alerts to your registered device are usually instant. They tell you whether your payment was a success or not.

    However, there can be instances when an alert does not arrive instantly if, for example, network coverage is poor. The details of your alert may also change after you get it if you used your card in another currency.

    Please note: Very rarely an alert might not arrive at all, even though a payment attempt was made with the card. We cover this in more detail below. As a general rule, you should log in to the app or 365 online to get a full and accurate view of any payment made using your card.

    Why didn’t I get an alert?

    We cannot guarantee you will get an alert each time you go to make a payment. There may not be alerts for certain types of transactions. For example, refunds or recurring transactions. Similarly, on some occasions, the store or seller may not ask for approval for the payment. A payment will be made as normal, but will not create an alert.

    Please note: Do not depend only on alerts for an overview of your activity. If you do not get an alert, you’re still responsible for what you spend, and for any charges.

    Can alerts be delayed?

    Yes, delays can happen if the seller’s terminal is offline for any reason or you don’t have enough network coverage. Here are a few examples of when alerts may be delayed:

    • The seller’s Wi-Fi is down.
    • You make a purchase while on a flight.
    • Your registered device was powered off, or had poor network coverage at the time you were making a payment.

    Why does the time stamp on my alert not match the time I made the payment?

    The time of the alert is when your device gets the message, not the time of the payment itself. For example you might buy a cup of coffee during your hillside walk in a remote area. Two hours later, in an area with better coverage, your device notifies you that a payment was made.

    Why did I get two alerts for the same payment?

    From time to time, you may get two alerts for one payment. Usually this is because the card is also added to your Apple or Google wallet. The details of the payment will be identical. But one of the alerts will be sent by us, and the other will come from either Apple or Google, depending on the type of device you use.

    Why do the details of my alert not match the transaction details in my current account?

    Some details in the alert might not be the same as what you see in your current account statement. This can happen say if you are abroad and make a payment that’s not in euro. The alert will show the local currency amount and symbol. But later on, your statement would show the euro amount and symbol and any cross-border fees applied.

    The name of the store or business you made a payment to could be different. Many companies trade under a name that does not match the one above the shop door or the web address. For example, you bought something from Boots but the name that appears in your transaction list is ROI ECOMm. This is the actual trading name for Boots in Ireland. Here’s a list of real company names that customers sometimes do not recognise.

    What happens if a payment is declined but I feel it should have been approved?

    If a payment has been declined but you think it should have been approved, check your balance to make sure you have enough money for the payment. If you do, get in touch with us and we’ll help fix the problem. Contact us on the most suitable number below.

    Republic of Ireland: 0818 365 365 or 01 404 4000, 9am to 6pm, Monday to Friday (including bank holidays), 10am to 2pm Saturdays.

    Northern Ireland / Great Britain: 03457 365 555, 9am to 5pm, Monday to Friday, 9am to 2pm Saturdays and bank holidays.

  • PIN

    I have forgotten/lost my PIN, how can I retrieve it?

    Log in to your 365 app or desktop and tap on Cards. Select the card PIN you want to find and tap View card PIN. Your PIN will appear on screen for 10 seconds.

    You are unable to view a card PIN if you have frozen your card, reported it lost or stolen or have yet to activate your card.

    Alternatively, if you need to have your PIN re-issued, please contact our call centre.

    Republic of Ireland customers:

    9am to 5pm Monday to Friday (including bank holidays). Closed Saturday and Sunday.

    Can I change my PIN through the Bank of Ireland app?

    No, you can only change your PIN at a cash machine that offers this service.

    If I change my PIN at the cash machine, is the PIN in my app the new or old one?

    When you set a new PIN, it applies everywhere. Once you log in again to your app, the new PIN is what will be displayed if you tap View card PIN.

  • Lost or stolen

    My card is missing. How do I get a new one?

    Please call our 24-hour service immediately if a card has been lost or stolen.

    Republic of Ireland customers:

    Smart devices lost or stolen

    You should report any lost or stolen smart device to Bank of Ireland when:

    • You use it as a security device for online banking. In other words, you have installed the Bank of Ireland app on the device and have added that device to your profile.
    • You use the smart device as a digital wallet and have added your Bank of Ireland debit or credit card using Google Pay (android devices) or Apple Pay (iOS devices).

    I have ordered a replacement card for one that was lost or stolen. Will this new card have different details?

    Yes. Your new card will have a new card number, CVV and expiry date.

  • Ordering replacement card

    My new card is damaged, how do I order a replacement?

    You can order a replacement for a damaged card through the app or 365 online. Log in and tap on Cards. Select the card you want to replace and tap Replace damaged card.

    *Please note you can only order 1 replacement debit card per month.

    I have ordered a replacement card for one that is damaged. Will the long card number change on a replacement card?

    Debit card
    No, your 16-digit card number will stay the same. However, your CVV and expiry date will change.

    Credit card
    No, your 16-digit card number, CVV and expiry date will stay the same.

    I have ordered a new replacement card, when will it appear in my app?

    Debit card
    The card should appear in your app immediately after you have completed the order. However you will be unable to activate your new card for 24 hours.

    Credit card
    The card should appear in your app immediately after you have completed the order. You can activate the card immediately, however, you will not be able to use the contactless payment feature in the card you’re replacing.

    Why can’t I order another replacement card?

    Debit card
    You cannot order more than one replacement debit card within the same month. If you need to order another replacement card during this time, please contact our call centre for details.

    Credit card
    When a replacement card is available for you, this option will appear in the Cards section.

    Republic of Ireland customers:

    9am to 5pm Monday to Friday (including bank holidays). Closed Saturday and Sunday.

  • Freeze/unfreeze card

    How can I freeze/unfreeze my card?

    Log in to the app or 365 online and tap on Cards. Select the card you want to freeze or unfreeze. Tap On to freeze or Off to unfreeze.

    If I freeze one card, will all cards associated with my profile become frozen?

    No, only the card you have chosen to freeze will become frozen.

    Can I place a temporary freeze on my cards?

    Yes, you can limit the card’s functions whenever you like. Log in to the app or 365 online and tap on Cards. Select the card you want to freeze or unfreeze. Tap On to freeze or Off to unfreeze.

  • Card activation

    Will my new physical card be activated when it arrives?

    No. You’ll need to activate your new physical card. To do this just use the card with your PIN at a store checkout.

    Do I still need to activate my physical card once I have activated it online?

    Yes, you do.
    When your card arrives in the post, you can activate it by using it with your PIN at a store checkout.
    If you activate the physical card first this also activates the online card automatically.

    Do I need to activate my online card once I have activated my physical card?

    No, if you activate your physical card your online card automatically activates also.

    I have activated my debit card but it does not work. Why not?

    If you activate your debit card between the hours of 11.00pm and 4.00am, it can take up to 5 hours for your card to work.

    Why do I have to manually activate my card?

    This is an extra security measure we added to make sure that your card can’t be used fraudulently during shipping.

  • New cards

    My physical card has not arrived, should I order a new one?

    If your physical card has not arrived after 5-7 working days of ordering, you should contact us and we can order a new one for you.

    Republic of Ireland customers:

    9am to 5pm Monday to Friday (including bank holidays). Closed Saturday and Sunday.

    Will my new card be frozen when it arrives?

    If you placed a freeze on your old card, then yes, your new card will arrive frozen. You must activate and unfreeze this card before it can be used.

    My debit/ credit card expires soon, when will I receive my new one?

    Debit card
    Customer will receive their physical card 4/6 weeks before existing card is due to expire.60 days prior to expiry, you will see your existing card labelled with Nearing Expiry. 30 days prior you will have the option to activate your new renewal card using the app or desktop. By this time you should have received your new physical card in the post. If you activate it, the previous card is immediately cancelled and will stop working.

    Credit card
    60 days prior to expiry, you will see your existing card labelled with a status of Nearing Expiry. This label will appear until the card automatically re-issues 6 weeks before it expires and the new card will appear in the carousel labelled with a status of New card. Shortly after this label will change to Activate card. You will receive the physical card 3-4 weeks before the card expires (last day of the month is when card expires).

    I opened a new account, but I can’t see my card. Why is this?

    Your debit card will appear when your new account is open and active.
    Your credit card will appear when you have registered your card on your 365 profile. Click on the following link to register your new card so it will appear on your profile:
    Add accounts to view online – Bank of Ireland Group Website

    Why doesn’t my physical card work?

    It may be that you have yet to activate it via a cash machine or by completing a card transaction using your PIN, or you have placed a freeze on your card. If neither of these is the case, please contact us.

    Republic of Ireland customers:

    9am to 5pm Monday to Friday (including bank holidays). Closed Saturday and Sunday.

  • Digital wallet (Google/Apple pay)

    When does my digital wallet update when I receive a new card?

    Any cards reported lost or stolen will be updated in your digital wallet once a new card has been ordered.

    Debit card – for a card upgrade (for example Student to graduate), natural renewals (card renewed) / replacement cards, the wallet will be updated on basis of card activation and can take a couple of days to appear.

    Credit card – for a card upgrade (for example Classic to Platinum), natural renewals (card renewed) / replacement cards, the wallet will be updated overnight with the new card number, however if you have already added your card to the Apple wallet then the wallet can still be used.

    Can I use my Google/Apple Pay while I am waiting for my physical card to arrive?

    Yes. If you have added a card to your wallet previously for Apple Pay or Google Pay, this should update with your new card automatically once you’ve ordered the card in the app or through 365 online.
    For new debit cards this can sometimes take a couple of days to appear.

  • Product upgrade

    I see two cards in my app, why?

    Debit card
    If your card is being upgraded, you will see the old card and your newly upgraded card alongside each other in the carousel. Your new card can be activated 7 working days after it appears in your profile. Once you have activated your new card, your old card will no longer be active. This means that you will not see your old card in your app and your physical card will no longer work.

    Credit card
    Once an upgrade has taken place, the new card will appear in the carousel ready to be activated.

    Do my card details change when I upgrade my card?

    Yes. Your new card will have a new card number, CVV and expiry date.

    Why can’t I activate my product upgrade immediately?

    Debit card
    We allow for a 7-day window for your physical product upgrade card to be delivered to your address. This is so that your physical card and your online card can be activated simultaneously. Once the physical card has arrived and the 7-day window is finished, you may activate your card online at a cash machine or by completing a card transaction using your PIN.

    Credit card
    Once your new card appears in the carousel, you can activate it. The existing card in your hand will continue to work for another 30 days while you’re waiting for your new physical card to arrive.

  • Other

    How do I unblock my card?

    If your card is labelled with a Blocked status, please contact us.

    Republic of Ireland customers:

    9am to 5pm Monday to Friday (including bank holidays). Closed Saturday and Sunday.

    My card has expired, however I can still see it on my app?

    Yes you will see your expired debit card in the app/desktop for 3 months after expiry. To order a new card you must contact our call centre.
    If your credit card expires and a new card wasn’t issued then you will only see your expired card. If you require a new card, please contact our call centre.

    Republic of Ireland customers:

    9am to 5pm Monday to Friday (including bank holidays). Closed Saturday and Sunday.

    I have no card on my screen. What should I do?

    If you’ve just opened a new current account it can take 5-7 working days for your debit card to appear in the carousel.
    If you can’t see your credit card, you can add it to the carousel yourself. Log in to your profile, select Services, then under Manage accounts tap Add account or policy to add the credit card.
    If the card still hasn’t appeared after 7 working days you should contact us for more help.

    Republic of Ireland customers:

    9am to 5pm Monday to Friday (including bank holidays). Closed Saturday and Sunday.

    What is a digital card?

    A digital card is a card that can be used for both online and in-store purchases.
    Your digital card can be used to:

    1. Pay in-store using Apple Pay or Google Pay.
    2. Make online purchases.

    If I close my account, when will my cards be deactivated?

    This will happen immediately.