Cards

Video description & transcripts

• Short description

  This video shows how to replace or cancel a card in the AIB mobile app, including how to report a lost, stolen or damaged card, confirm your address and order a replacement card.

• Extended description

  This video provides a step-by-step guide to replacing or cancelling a card in the AIB mobile app. It demonstrates how to access the card management options, select a card, and choose a reason for replacement.

  The video explains the different replacement journeys for lost, stolen, ATM-retained and damaged cards, including how card cancellation and PIN replacement works. It also shows how to confirm or update an address before ordering a replacement card, where joint account holders may need additional assistance. The video finishes by displaying the confirmation screen shown once a replacement card has been successfully ordered.

• Video transcript

  [Music playing]

  [Visual: iPhone displayed on the left showing the AIB app home screen with log in button at the bottom and AIB logo above; title appears on the right: “How to replace or cancel a card.”]

  [Narrator / On-screen text:]

  “Here’s a video on how to replace or cancel a card in the AIB mobile app.”

  [Visual: Phone screen displays the AIB app login screen.]

  “To start, log into the app.”

  [Visual: Home screen displayed with Cards option selected.]

  “From your home screen, tap on Cards.”

  [Visual: User swipes between cards in the card carousel.]

  “If you have more than one card, swipe across until you see the card you want.”

  [Visual: Three-dot menu selected above More.]

  “Click the three dots above More.”

  [Visual: Menu displayed with Replace card option highlighted.]

  “Tap Replace card.”

  [Visual: Replace card screen showing replacement reasons.]

  “Tell us why you are replacing your card.”

  [Visual: Options displayed for Lost, Stolen, Kept by ATM and Damaged card.]

  “If your card is lost, stolen, or was kept by the ATM, we will cancel your current card and send you a new one.”

  “If your card is just damaged, the card doesn’t need to be cancelled. You can continue to use it.”

  “When you use your new card for the first time, we will cancel the old one.”

  Visual: 'It's stolen option is selected.]

  “If your card is lost, stolen or kept by an ATM, we will ask you if you want to keep your existing PIN or if you need a new one.”

  [Visual: New PIN option selected.]

  “If you need a new one, you will get it in the post before your new card.”

  [Visual: Address confirmation screen displayed.]

  “You will see your address.”

  [Visual: ‘It’s correct’ button highlighted.]

  “If correct, tap It’s correct to continue.”

  [Visual: ‘My address has changed’ option highlighted.]

  “If it is incorrect, tap My address has changed to update it in the app.”

  “If you have a joint account, you can visit us in branch or call our team to update your address.”

  “You can still cancel your card, and we can send you a replacement card when you tell us your new address.”

  “Search for change of address on aib.ie to learn more.”

  [Visual: Confirmation screen displayed confirming card has been cancelled.]

  “This screen will confirm that you have successfully ordered a replacement card.”

  [Visual: AIB logo spins into view. Text underneath reads: “For the life you’re after.” An arrow points to aib.ie.]

  [Text: For the life you’re after. Visit AIB.ie]

  [Text: Allied Irish Banks, p.l.c. is regulated by the Central Bank of Ireland.]

  [Music fades out]

  [End of video]