can I access the online portal without having the app installed on my mobile phone?

Hi,

I cannot access my boi account due to new 2FA rules. I checked the infos which point to either a mobile app-based token or a phy device. T'd rather get the phy device, but following the path to order it, after login, I get a screen asking 'Contact us to discuss using a Physical Security Key as a security device' which pops up a panel with only phone numbers to call.
This seems to imply that voice-impaired people are no (more) eligible as boi customers?
what if I've troubles with voice? why not offer email contact too?
am I supposed to hire someone for assistance?
am I supposed to use a bot-based assistant?
what do we have to discuss? just mail me the phy token - I can email you an updated proof of current phy address in case - and bill me the cost.
Is actually the phy token unavailable and the phone-app mandatory instead?
why not use SMS (too) as alt method of checking?
Got same issue with the connected debit card, which I finally left it locked, despite satisfying the security assistance  checks for card activities, confirming it's me
Pls let me know (best, (re)arrange the 'device setup' path properly) - else I'd draw funds via connected paypal till 0 then I'd abandon it.
TIA

Megan, Richard

PM seem gone since boardsie moved and restore read-write. Anyway, no special/private infos was exchangedso thought I'd reply here so others can get clues. Basically you ask to install itrs.ie's voice-to-text-to-voice app to bridge customer's texting to/from your voice-based service via whatsapp/skype ... I'm baffled, perhaps I'm just too naive here but wonder why you just don't text directly, any decent CRM has text/SMS module interface since decades.

Anyway, I see these apps run on Android 6 minimum, my phone/devices is still on Android 5 (or lower! I realized still using an Android 4 tablet!). Don't plan to get new one till forced by failure or telecom dropping 4G, so if BoI can't make things more plain & eazy (e.g. why not just mail me the token device to my verified phy address you have on file?) i'll keep the limited functionality via paypal connection till possible / useful to me.

thx

Hi Tara,

please see my post of June 22. I was told via private message (PM) that to get around voice-impaired issues boi offers/uses https://www.itrs.ie/'s text-2-speech services, which was an Android 6-or-above app. Hence my latest update of Jul19 (now I see itrs moved to webapp instead). So basically the whole thread for me i around that I'm stuck in & baffled by the procedure:

• login to my boi account -> need to setup 2FA
• want / choose phy token device, I'd expect it sent to my phy address you have on file but instead I'm asked to call you to discuss the thing ?!?
• I'm voice-impaired, hence boi agent offered the itrs.ie's solution, but it's Android 6+ app whereas I've Android 5 phone -> then see my post Jul19

as said, seems now itrs.ie moved to a device-independent webapp chat solution, but I'm still baffled by the complications introduced:

• why don't you setup a webchat channel as well, if you need extra infos on context before confirming the shipment? (though that wouldn't make use of the phone number on file, but seems neither the itrs.ie 's webapp would)
• why don't you just text (SMS) directly to the (mobile) phone number you've on file?

sorry but seems to me that boi setup a complications office - while I understand possible underlying cybersec reasons, I see little to no gain by exchanging details through a 3-rd party webchat service. Other banks simply sent me the new token device to the phy address on file like for the new cards.

Is calling 0818200362 through itrs.ie webchat-2-speech service our only option then? (I don't expect to be in person in IRL anytime soon)

thanx

Hi Megan,

ok, but the premise is:

"If you live outside of the Republic of Ireland, Northern Ireland or Great Britain, please call +353 1 4606410"

so we're back to step 0, it's like the contact-us popup in 365online at the end of the path after you say you want the phy device: are (non-IE-residents) customers supposed to go to itrs.ie's and call that number via their webchat then? or ...

I see no such feat at present on 365online.com, perhaps will wait for its implementation, if it's going to happen in few weeks(?)

thanx

Hi Tara,

thank you, but as of now that page doesn't offer a 'live chat' thing, instead I read:

"Our new webchat service is now available to answer queries related to your account. (ROI only) ..."

Under "Online & Phone Banking" I read also "We need your consent to load web chat functionality" but no clues where to set such consent in case - anyway, the "ROI only" seems clear enough that such 'Live Chat' option wouldn't be available from abroad anyway.

So seems only option really is calling via itrs.ie's wbechat - which number? the local or international one? - assuming that would work, that is.

thanx