Common Troubleshooting

You need to enter a verification code for certain actions on the Portal, such as during the registration process or if you are changing your registered email address. You will see an “Invalid verification code entered” error if:

1. You mistype the verification code.

In this case, simply try the code again, making sure to copy it exactly from the email.

Note: During registration, if you enter the verification code incorrectly 10 times, you will be blocked from registering for 10 minutes. This is a security precaution. If this happens, you will need to wait for the 10 minutes to elapse before proceeding as normal.

2. The verification code has expired.

For security reasons, verification codes expire after 30 minutes. If this happens, a link under the input field allows you to request another verification code. Once a new code is requested, the previous code is expired, so make sure you use the most recent code received.

We do not allow an email address to be associated with more than one portal user. Your email address is used to manage your Central Bank of Ireland Portal account, so it is important to use a personal email account that only you can access.

If you attempt to register for an account with an email address that is already in use by a portal user, we will send an email to the registered email address to advise that there has been an attempt to re-register the email address.

Please note that, if you receive this email but did not initiate any action, you can safely ignore the email. No changes have been made to your Portal account.

During registration, you will have received an email containing your person code to your registered email address so search your email account for an email from [email protected].

If you can’t find this email, don’t worry. Simply visit "Forgot your person code", enter your registered email address and click "Submit". An email with a reminder of your person code will be sent to your registered email address.

1. Go to Forgot Your Password.
2. Enter your person code into the input field and click "Submit".
3. An email containing a password reset link will be sent to the registered email address associated with your person code. Note: If you have not received this email, please check your junk/spam folders.
4. Click on the password reset link in your email. This will open the Create New Password screen.
5. Complete the password fields and click "Submit".

A message will display saying that your password has been updated. You can now login to the Central Bank of Ireland Portal using your new password.

See also: What is password criteria?

There are a few things to consider if you do not have access to your second factor method.

Do you have an alternative method set up? If yes, then you will be able to use this to log into the Central Bank of Ireland Portal. Enter your person code and password to sign in as usual. The Portal will attempt to reach your main second factor method first. If it does not succeed, it will ask if you wish to try another method in which case you can select your alternative method to complete your login.

If you do not have an alternative method set up, is your loss of access temporary? If access to your second factor method is only temporarily lost, for example, if you left your mobile device at home, we recommend waiting until such time as you have access again.

If you have permanently lost access to your second factor method and do not have an alternative set up, you will need to delete your current method from your account. Important: Your second factor method is a key component of Portal’s authentication process and deleting it in this way has some consequences:

• On your next login, you will be required to set up a new second factor method, choosing between the mobile app and phone call.
• The link between your account and your institution’s profile will be deactivated. Your institution’s Portal Administrator will need to reactivate this link in order for you to see the institution’s data on the portal. If you have links to more than one institution, this has to be repeated for each institution.

Go to 'Delete your second factor method' for further instructions.

See also: Why didn’t I receive an email?

If you do not log into the Central Bank of Ireland Portal for 24 months, you will be sent an email to your registered email address advising that your account will be deleted if you do not log into the Portal. If you do not log into the Portal in the time frame indicated in the email, your account will be automatically deleted and you will no longer have access to the Portal. This action cannot be undone. An email will be sent advising that your account has been deleted. If, in the future, you require access to the Portal, you will need to re-register.

If you enter either your person code or password incorrectly, an error message will display on the login screen. If you enter your details incorrectly 10 consecutive times, your account will be locked. For security reasons, you will not be told that your account has been locked – the same error will continue to display.

If you believe your account is locked, you will need to reset your password to unlock it.

You will receive an automated email if a Portal Administrator removes you as a Portal user for an institution.

If this is the only institution that you were linked to in the context of the Central Bank of Ireland Portal then when you next log into the Portal you will only have access to the Account Settings.

If you are linked to other institutions, you will still be able to access their institution details.

Once logged into the Central Bank of Ireland Portal, you can update your email address from Account Settings. See how to update your email address.

If you can no longer access the Portal, and cannot recover your login credentials, contact your institution’s Portal Administrator who will be able to advise you on the next steps.

Your account is considered inactive if you have not logged into the Central Bank of Ireland Portal for 13 months or longer. At this time, we will send an email to your registered email address notifying you that your account is inactive. If you wish to keep your account active, you should log into the Portal at your earliest convenience. This does not impact portal functionality and, once you log in, your account will be considered active again and you can continue to use the Portal as before.

See also my account has been deleted.

In this instance you have not been granted messaging permissions. If you do not have permission to view messages via the Portal, please contact your firm’s Portal Administrator who is required to add these permissions.

If you are Portal administrator, you will need to explicitly permission yourself to view messages via the Portal.

To add permissions to your account you will need to access the Portal Administration page. From here you must find your username, click ‘actions’ and the select ‘manage permissions’ from the drop down menu.

If for some reason your institution’s Portal Administrators are not available to help, please use the Contact Us form and we will follow up directly with your institution.

If you have not already registered to use the Portal we ask that you do so before using the online form. See How do I register for the Portal?

Your first port of call should be our Help site. We have detailed instructions covering all Portal functionality, as well as general troubleshooting and frequently asked questions.

We also recommend reaching out to your institution’s Portal Administrator, who will be able to guide you in how to the use the Portal in the context of your institution.

Finally, if you still have questions, use our Contact Us form. This routes your query directly to a dedicated support team who respond to your query as required.

You may experience issues with functionality if accessing the Central Bank of Ireland Portal on a device with a smaller screen, such as a mobile phone or a tablet. For the optimum resolution and experience, we recommend you use a device with a minimum screen width of 991px.

There are two main reasons why you may see an error when attaching a document to a message or a request.

1. Your document’s file type may not be supported. See the full list of supported file types.

2. Your document’s file size may exceed our limit. There is a 30MB limit on any single attachment. If your document is greater than this, we suggest you try to reduce the file size by zipping or splitting the single document into multiple documents. Note: There is a 100MB combined limit for all attachments.