Business On Line Help and Support

Bank of Ireland KeyCode is a new secure authentication app for Business On Line customers. It is replacing digital certificates, security codes and password and will remove the requirement for Java updates. Find out more here.

Error Messages

List of Error Messages

An error message will appear on your screen to inform you if you’ve made a mistake or to tell you about some other issue. To enable you to understand what your error message means so that you can resolve an issue, please refer to the list shown below. If you can’t find your error message in the list, please contact the Business On Line helpdesk for assistance.

Click here for KeyCode error messages.

  • Invalid Credentials

    Invalid log on This means you have entered your User ID or passwords incorrectly. You have 3 attempts to input your User ID and passwords correctly.

    User Inactive. Please contact your company's administrator for BOL. This means you have entered your User ID or password incorrectly 3 times and your user is now inactive. Please contact your company administrator who can reactivate your User.

    1. Log on to Business On Line as the Administrator.
    2. You will be presented with a list of your users.
    3. The status of the user will be displayed under the heading ‘User Status’.
    4. To reactivate the user select the ‘Reset’ option available.
    5. You will be presented with a pop-up box with the option to reset the user password and unlock the account by selecting the ‘Active’ button and clicking ‘Save’.
    6. You will be presented with a message that says ‘User Successfully Modified’.
    7. Your user will now be able to log on to Business On Line.

    Invalid Credentials may also be related to a setting on your browser. Please see a list of solutions below.

    If you are a Safari User

    1. Open up the Safari Preferences.
    2. Select Autofill tab beside Passwords.
    3. Select Edit beside Other Forms. Remove any Business On Line options.
    4. Go to the passwords heading. Select and remove all www.businessonline-boi.com options.
    5. Restart Safari and try to log on again.

    If you are a Mozilla Firefox User

    1. In the Preferences/ Options page select ‘Security’. In this Tab select ‘Saved Passwords’ option.
    2. Select the Business On Line option and then select ‘Remove Cookies’. In this pop-up box select ‘Privacy’.
    3. Under the History section, select ‘Remove individual cookies’. Select Business On Line and click on remove.

    If you are an Internet Explorer User

    1. Open ‘Internet Options’ and select ‘Content’.
    2. Select Settings button under ‘AutoComplete’.
    3. In the next pop-up box select ‘Delete AutoComplete History’.
    4. In this list select ‘Form Data’ and ‘Passwords’, and click delete at the bottom of the page.
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  • Unable to create the Digital Certificate files, please check your administrator ID or your internet browser permissions

    You may get this error message when requesting a digital certificate due to the settings or browser permissions on your PC. To resolve this issue please follow the relevant steps below:

    If you are a Safari User

    1. Open up the Safari Preferences
    2. Select ‘Autofill’ tab beside Passwords
    3. Select ‘Edit’ beside Other Forms. Remove any Business On Line options
    4. Go to the passwords heading
    5. Select and remove all Business On Line options
    6. Restart Safari and try to log on again.

    If you are a Mozilla Firefox User

    1. Run Firefox as Administrator on your machine.
    2. Right-click on the browser icon in the list of programmes.
    3. Select ‘Run as Administrator’.

    If you are an Internet Explorer User

    1. Run IE as Administrator
    2. Right-click the browser icon in the list of programmes.
    3. Select ‘Run as Administrator’.
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  • Digital Certificate Initialising/Digital Certificate Failed to Load

    This error message is related to the Java set up on your PC. Please refer to the Java icon on our previous page for assistance with Java-related issues. Click Here

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  • Problem Found with Digital Signature

    This message will appear when you try to authorise a payment before the new digital certificate has been activated.

    The digital certificate team will call you to arrange activation.

    The message may also relate to the Java set up on your PC. Please refer to the Java icon on our previous page for assistance on Java-related issues or Click Here

    If these steps do not resolve your issue, please delete your digital certificate from your machine and request a new one Click Here.

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  • Your panel limit is too low to make payment. Please contact your Administrator to amend

    You will get this error if the user has reached the maximum limit for making payments. To resolve this issue, the Administrator needs to follow these steps:

    1. Log on to Business on Line as Administrator.
    2. From the Dashboard click on the eye icon to the right of the user.
    3. Under Authorisation Rules check which Panel the user is in (e.g. ‘A’ or ‘A+A’).
    4. From the Dashboard select Payment Panels and you will be presented with a list of your payment panels and the limits assigned.
    5. If you need to amend the Payment Panels click on ‘Edit Panels’ button to the right.
    6. From the Payment Panels tab within the User Centre select ‘Edit Panels’ button to the right.
    7. Enter the required amount and click ‘Save’.
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  • Your Payment has not been saved

    You may get this error message if you have copied or pasted any information into the payment details. To rectify this, log out and then log back in to recreate the payment ensuring you enter details manually.

    Do not copy and paste payment details.

    If the error persists, you may need to delete your payee details and add them again.

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  • User does not have this type of Authorisation. Please contact your Administrator…To review user set up

    You may get this error if you do not have authorisation rights for certain payment types. To resolve this issue the Administrator needs to follow these steps:

    1. Log on to Business on Line as Administrator
    2. From the Dashboard click on the ‘eye’ icon to the right of the user
    3. Under Authorisation Rules select ‘Yes’ to grant the user authorisation access for the relevant payment function and click ‘Update User’.
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  • You are not set up to authenticate Payees at this time

    This means that you are not set up to receive Security Codes by text message (SMS). To resolve the issue please click here.

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