Business On Line Help and Support

We are in the process of moving to a new authentication app called ‘Approve’. For more information click here

KeyCode Error Messages

  • The password you have entered was invalid.
    • If you have already generated a password on your KeyCode app, click ‘New Logon Code’
    • Enter Code into Business On Line before it times out.
    • For further details on how to logon click here.

    If you have manually changed the time setting on your KeyCode device, this could result in the above error message displaying. Check that automatic date and time settings are in use on your KeyCode device.

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  • The Registration Code you have entered was invalid.
    • Open KeyCode app again to display Serial Number.
    • On Business On Line, click on the hyperlink under the Password section to return to the previous screen.
    • Re-enter your Serial Number into Business On Line and follow the onscreen instructions.

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  • The Payment Code you have entered was incorrect.
    • Click Main Menu on KeyCode app, Click Payments
    • New Challenge code is presented on Business On Line. Enter this code into your KeyCode app.
    • KeyCode will respond with a 6-digit payment code. Enter this into Business On Line.
    • Click Authorise Payment on Business On Line.

    If you have manually changed the time setting on your KeyCode device, this could result in the above error message displaying. Check that automatic date and time settings are in use on your KeyCode device.

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  • The Payee/Import File Code you have entered was incorrect.

    What are you trying to do?

    • Import a Payment File

      Import a Payment File

      Checklist

      • Check the hash value entered into Keycode was correct. This value is case sensitive and you should be entering the first 6 digits/characters of the file’s hash value. Click here for instructions on how to find this value.
      • Check the hash value has not changed since the file was originally created.
      • Check that you have entered the Payee/Import File code generated on KeyCode correctly Business On Line.
      • Check the correct file has been uploaded into Business on Line.
      • Check that the file Encoding is set to ANSI – To review the Encoding settings, open the Import File, click 'File' and click 'Save As'. Encoding settings will show on the pop up screen.

      To start the process again

      • Open your KeyCode app and enter PIN.
      • Select the Payee/Import File option.
      • Enter the hash value into the Parameter 1 field on your KeyCode app and tap OK. Click here for instructions on how to find this value.
      • Enter the Payee/Import file code into the field provided on Business on Line and click Authorise File.
    • Add a New Payee

      Add a New Payee

      Checklist

      • Check the last 6 digits of the account /IBAN were entered correctly into Business On Line.
      • Check the payee has not been edited since it was created.

      To start the process again

      • Open your KeyCode app and enter PIN.
      • Select the Payee/Import File option.
      • Enter the last 6 digits of the Account/IBAN into the Parameter 1 field on your KeyCode app and tap OK.
      • Enter the Payee/Import file code into Business on Line, click Authorise Payee.

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  • User not registered for this type of authorisation.
    • You need to contact your Administrator.
    • They will need to logon to Business On Line to the Administrator Dashboard.
    • Administrator clicks the ‘eye’ icon to the right of your Username.
    • In 'Section 1 User', click ‘save’ to progress to 'Section 2 Authorisation Rules'.
    • Payment Authoriser: Administrator clicks on ‘yes’ if they want you to be a payment authoriser.
    • Payee Authoriser: Administrator clicks on ‘yes’ if they want you to be a payee authoriser.
    • Click ‘update user'.
    • Administrator can now logout and the User’s permissions will have updated when the User logs back in.

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Approve Error Messages

Error messages displayed on Business On Line:

  • Error 333 – Invalid Credentials:

    We can’t link you (or your User) to a Username currently set up with the Approve app. This could be for a number of reasons, please refer to the troubleshooting tips below. Once you have ensured that the correct credentials have been entered, tick the ‘VALIDATE’ button on-screen to try again.

    • You may have entered an invalid Username or a Username that is not currently set up with Approve on your current device.

      Please note that if you have uninstalled the Approve app, reset or changed your phone, you will need to set up the app again by answering ‘No – I am setting up Approve on my current smart device for the first time’.

    • You may have entered an invalid Secure Code or it may have timed out.

      Please note that you can only generate a Secure Code using the Approve app, you cannot enter a ‘Password’ from your previous KeyCode app.

    • You may not have entered the correct PIN for the Approve app. To comply with security requirements, we can no longer advise you if the PIN you have entered is incorrect – the best way to confirm that your PIN is correct is to attempt to log on with the User you wish to link to.
    • The User or Administrator Username you wish to link to may be locked. If the locked username is that of a regular User, please contact your Administrator. If this is an Administrator username, please instead contact the Business On Line Helpdesk.
  • Error code 999 – Activation unsuccessful:

    You have ticked the activation confirmation checkbox before completing the required steps to activate the Approve app. Please refer to the troubleshooting tips below.

    1. Check that you have set a PIN to secure your Approve app (and set a ‘friendly name’ for your service where requested to do so) before you tick the activation confirmation box on screen.
    2. If you couldn’t scan the QR code and instead entered the manual invite details, it is important that you enter the Service URL displayed on-screen and do not tap the SKIP option in the app.
    3. Confirm that your device is connected to the internet.

    Once you have taken the necessary action, tick the activation confirmation box on-screen to try again.

  • Error 777 – Activation unsuccessful:

    The QR Code or Manual Invite details you have used are no longer valid and may have timed out – you will need to log out of Business On Line and restart the activation process. Once logged on again, be sure to complete activation within 30 minutes.

    If the problem persists please contact the Helpdesk.

  • Error 555 – Something has gone wrong:

    We’ve experienced a technical issue. Please log out of Business On Line and restart the activation process. If the problem persists please try again later, alternatively please contact the Helpdesk.

  • Invalid Credentials (when logging on):

    There are a number of reasons you may be seeing this message:

    1. Invalid Username: You may have entered an invalid Username, or a Username that is not currently activated and unlocked.
    2. Wrong in-app function selected: Please ensure that you generate a Secure Code to log on – to do this select the ‘Secure Code’ tab at the bottom of your app, tap the screen and enter your app PIN.
    3. Wrong in-app service selected: If you use Approve to manage multiple services (Business On Line Usernames or a non-Bank of Ireland service) you will first need to select the service related to the User you wish to log on with.
    4. Mistyped or expired Secure Code: Please generate a new code using your Approve app and enter it within 60 seconds.
    5. Incorrect PIN: When generating your Secure Code you may have entered an incorrect PIN for your Approve app. To comply with security requirements, we can no longer advise you if the PIN you have entered is incorrect.

    If you are a User and can’t remember your PIN you’ll need to contact your Administrator and ask them to re-activate your app. If you are the Administrator on your profile and you can’t remember your PIN, please call the Helpdesk to do this.

    If you are not yet using the Approve app, please click here for troubleshooting information.

  • Incorrect authorisation code (when authorising a payee, payment or bulk file):

    There are a number of reasons you may be seeing this message:

    1. Wrong in-app function selected: Please ensure that you have followed the instructions and used the correct in-app function to generate your code:
      • Challenge Response – for Payment authorisation
      • Signature – for Payee and Bulk Payment authorisation
    2. Wrong in-app service selected: If you use Approve to manage multiple services (Business On Line Usernames or a non-Bank of Ireland service) you will first need to select the service related to the User you wish to log on with.
    3. Incorrect PIN: You may not have entered the correct PIN for the Approve app. To comply with security requirements, we can no longer advise you if the PIN you have entered is incorrect.
    4. If you are a User and can’t remember your PIN you’ll need to contact your Administrator and ask them to re-activate your app. If you are the Administrator on your profile and you can’t remember your PIN, please call the Helpdesk to do this.

    5. You may have mistyped your code, or it may have timed out: Please generate a new code using the appropriate function in your Approve App.
    6. Note: If you are in the process of authorising multiple payees, please ensure that you have entered the last 4 characters of the payee’s IBAN or Account Number. These characters are case sensitive.

    7. Incorrect Date/Time on smart device: The Approve app requires an accurate date, time and time zone to be applied on your smart device before it can generate valid Secure Codes. You should ensure that the time on your smart device is set to ‘Automatic’ or correct (to the minute) by comparing it to the time on other smart devices such as a desktop computer or another smartphone.
  • User locked:

    You have entered multiple incorrect authorisation codes. In order to protect your account we have now locked your User. To unlock your user please contact your Administrator.

    If you were attempting to authorise a payee, you will need to create the payee again.

  • User not registered for this type of authorisation:

    Your Administrator has not given you permission to complete this authorisation. If this is a mistake please speak to your Administrator, ask them to logon to Business On Line and follow the steps below:

    1. On the Administrator Dashboard, click the ‘eye’ icon to the right of your Username.
    2. In Section 1 ‘User’, click ‘Save’ to progress to Section 2 ‘Authorisation Rules’.
    3. To provide you with access to authorise payments – click ‘Yes’ next to ‘Payment Authoriser’.
    4. To provide you with access to authorise payees – click ‘Yes’ next to ‘Payment Authoriser’.
    5. Click ‘Update User’.
    6. The Administrator can now logout and the User’s permissions will have updated when the User logs back on.
  • Administrator action required: You can no longer access this profile with your KeyCode app:

    Ask your Administator to log on and activate you for our new ‘Approve’ app. To find out more visit boi.com/approve.

  • 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. Your Business On Line Administrator has set this limit.

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

  • Administrator already linked

    For security reasons you can’t use the same Approve app to manage both Administrators on a single Business On Line profile. If however, you are also an Administrator on another Business On Line profile, you can still choose to link to your existing Approve app.

  • User already linked

    For security reasons you can’t use the same Approve app to manage two Users on a single Business On Line profile. If however, you also a User on another Business On Line profile, you can still choose to link to your existing Approve app.

  • Error messages displayed in the Approve app:

  • Error 300: Register Failed:

    There are a number of reasons you may be seeing this message:

    If scanning a QR Code:

    1. QR Code has already been scanned: The QR code may have already been scanned in error. Please restart the activation process to generate a new QR code.
    2. QR code timed out: The QR code may have expired – please restart the activation process to generate a new QR code. If you continue to experience issues when scanning your QR code, please instead ‘click to enter invite manually’.

    If entering Manual Invite details:

    1. Incorrect Service URL: Ensure you enter the full Service URL as displayed in the Manual Invite Details. This is a mixture of lowercase and uppercase characters and is case sensitive.
    2. Incorrect User ID: Ensure you enter the ‘User ID’ exactly as displayed on screen as this is separate to the Username you’re setting up. This ‘User ID’ is case sensitive and must be entered in Upper Case.
    3. Incorrect Invite Code: Ensure you correctly entering the Invite Code as displayed in the Manual Invite Details. The Invite Code is case sensitive and must be entered in Upper Case. Be aware of subtle differences between certain characters e.g. “0” instead of “O”, or an upper case “i” instead of a ‘1’. If you continue to have issues, the Administrator should log out of Business On Line and restart the activation process.
    4. Manual Invite has expired: App activation must complete before the Business On Line session is closed. If the session has been kept open for longer than 30 minutes you will need to restart the process.
  • Error 303: Service could not be registered. Either the URL is incorrect or the service is currently unavailable:

    There are a number of reasons you may be seeing this message:

    1. Incorrect Service URL: Ensure you enter the full Service URL as displayed in the Manual Invite Details. This is a mixture of lowercase and uppercase characters and is case sensitive.
    2. Incorrect User ID: Ensure you enter the ‘User ID’ exactly as displayed on screen as this is separate to the Username you’re setting up. This ‘User ID’ is case sensitive and must be entered in Upper Case.
    3. Incorrect Invite Code: Ensure you correctly entering the Invite Code as displayed in the Manual Invite Details. The Invite Code is case sensitive and must be entered in Upper Case. Be aware of subtle differences between certain characters e.g. “0” instead of “O”, or an upper case “i” instead of a 1. If you continue to have issues, the Administrator should log out of Business On Line and restart the activation process.
    4. Manual Invite has expired: App activation must complete before the Business On Line session is closed. If the session has been kept open for longer than 30 minutes you will need to restart the process.
    5. Server Error: If this issue persists, please try to complete you activation later, or alternatively contact the Helpdesk.
  • Error 0:

    There are a number of reasons you may be seeing this message:

    1. Please ensure that the Approve app is up to date and that there are no outstanding updates yet to be applied. Alternatively please uninstall and reinstall your app.
    2. Make sure that the device has a working internet connection (mandatory for the registration).
      If you continue to see this error message please contact the Helpdesk.
  • The internet connection appears to be offline:

    Please ensure that your device has a working internet connection (mandatory for the registration) and try again.