Card Controls - Bank of Ireland UK (2024)

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

• View card PIN instantly – instead of having to go to a cash machine
• Activate your new debit card for online transactions
• Freeze/Unfreeze your card – handy if you’ve misplaced it
• Order replacement debit card without having to call the bank
• Available from 18 Jan – Set up your debit card for Apple Pay or Google Pay

FAQs

• PIN

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

  • Log in to your 365 app or desktop and tap on Cards at the foot of the screen
  • Select the card you want to view the PIN for
  • 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.
  

• Lost or Stolen

  My card has been lost or stolen. How do I get a new one?

  Please call our 24-hour service immediately if your card(s) has/have been lost or stolen. You can do this by selecting the card you lost in the Bank of Ireland app and use the option ‘Report lost or stolen’ or use the phone numbers below:

  Northern Ireland and Great Britain customers:

  • 0345 161 0020**
  • 0800 121 7790*
  • +44 3457 365 555 if calling from abroad

  The Phone/Tablet I use as my smart device has been lost or has been stolen.

  You should report any lost or stolen smartphone or tablet you use as your smart device to Bank of Ireland when:

  • You use it as security device for online banking
  • You use it for a digital wallet e.g. Google Pay (android devices) or Apple Pay (iOS devices).
• Ordering replacement card

  How do I order a replacement card?

  • Log into 365 online and tap on ‘Cards’.
  • Select the card you want to replace and tap ‘Replace damaged card’.

  *Please note you can only order 1 replacement card on your account per month. If you need to order another replacement card during this time, please contact our call centre for details.

  See Also

  Freezed Bank Account: How to Fix a Frozen Bank AccountBank of India StarConnect Services Trouble Logging InOnline banking has changed - Bank of IrelandDormant Accounts | Central Bank of Ireland

  Northern Ireland and Great Britain customers:

  • 03457 365 555**
  • +44 3457 365 555** if calling from abroad

  9am to 5pm Monday to Friday (including Bank holidays)
  Saturday 9am to 2pm and Closed Sunday

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

  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 24hours.
  

• Freeze/Unfreeze card

  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

  Can I activate my debit card using the Bank of Ireland mobile app?

  If you activate your debit card using the mobile app you can only use the card to make transactions online or by using Google Pay or Apple Pay.

  Will my new debit card be activated when it arrives in the post?

  No. You’ll need to activate your new debit card by using the card with your PIN, at a store checkout or by doing a balance enquiry at a cash machine.

  I have activated my card using the app but it does not work. Why not?

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

• 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.

  See Also

  Reasons- Why you have a Frozen Bank Account

  Northern Ireland and Great Britain customers:

  • 03457 365 555**
  • +44 3457 365 555** if calling from abroad

  9am to 5pm Monday to Friday (including Bank holidays)
  Saturday 9am to 2pm and Closed Sunday

  My Card expires soon, when will I receive my new one?

  You will receive your 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 via the digital app or browser.

  By this time you should have received your new physical card in post. If you activate your new renewal card then the existing card is immediately cancelled and will stop working.

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

  Your card will appear when your new account is open and active.

  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 debit 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.
  Northern Ireland and Great Britain customers:

  • 03457 365 555**
  • +44 3457 365 555** if calling from abroad

  9am to 5pm Monday to Friday (including Bank holidays)
  Saturday 9am to 2pm and Closed Sunday
  

• Adding cards to my 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.

  For a card upgrades (E.g. Student to graduate), card renewals (E.g. Expired card renewed) or a replacement cards your digital wallet will automatically update with the new card details after you activate the new card. This can take a couple of days.

  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 Apple Pay or Google Pay, this should update with your new card automatically.

  For new cards this can sometimes take a couple of days to appear.
  

• Card upgrade

  I see two cards in my App, why?

  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.

  Do my card details change when I upgrade my card?

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

• Other

  How do I unblock my card?

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

  Northern Ireland and Great Britain customers:

  • 03457 365 555**
  • +44 3457 365 555** if calling from abroad

  9am to 5pm Monday to Friday (including Bank holidays)
  Saturday 9am to 2pm and Closed Sunday.

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

  Yes you will see your expired card in the App/desktop for 3 months after expiry. To order a new card you must contact our call centre.

  Northern Ireland and Great Britain customers:

  • 03457 365 555
  • +44 3457 365 555 if calling from abroad

  9am to 5pm Monday to Friday (including Bank holidays)
  Saturday 9am to 2pm and Closed Sunday.
  

* Calls may be recorded, monitored and used for training and compliance purposes. Calls to 0800 numbers are normally free from UK landlines and mobile phones.

** Calls may be recorded, monitored and used for training and compliance purposes. Call costs may vary dependent upon your service provider. Lines are open Monday to Friday 9:00am – 5:00 pm, Saturday 9:00am -2:00pm, Sunday closed.