We routinely assist clients in paying for new orders and renewals. We have noticed cards issued by AIB (Allied Irish Banks) have very high failure rates. Even when an AIB customer has authorised the transaction in the AIB banking app, the transaction may still be declined. We believe this is an issue AIB need to fix with their systems/app. We are not seeing this issue with any other bank and for that reason we call it the "AIB problem". It seems AIB have a whole other level of security compared to other banks!
We recommend AIB customers consider switching to Direct Debit (step 2 below), attempt payment by re-adding the card (step 1 below) or attempt payment with a card issued by a different bank. Here are some useful steps:
(1) Remove the card, then add again and re-authorise
If you are encountering a problem paying with your AIB card, first please remove and re-add the card. In your Maxer client area, please go to Billing -> Payment Methods. Please delete the card from the list and then add it again. If AIB request authorisation, you should see an SCA pop-up window and you can complete the process with your AIB Mobile banking app. If you're not familiar with the requirement to authenticate card payments via your banking app, please review our article on SCA (Strong Customer Authentication).
(2) Pay instead by Direct Debit
From 1st January 2023 we now accept payments by Direct Debit. On the invoice/checkout payment you can choose "Direct Debit (GoCardless)", then enter your AIB sort code and account number, and the funds will be debited directly from your bank account. We recommend AIB customers strongly consider this option. This will ensure your next renewal is processed without any issue and help prevent any interruption to your service.
Please read our guide: I want to setup a direct debit mandate with Maxer.
(3) Pay instead using Google Pay or Apple Pay
We fully support payment by Google Pay and Apple Pay. You can add your AIB card to your Google Wallet or Apple Wallet app, then complete payment via your Maxer client account. If you are using Google Chrome web browser or an Apple device, the invoice/checkout page will display this payment option.
(4) Ask our billing team to manually charge the AIB card
If your card is listed on the Payment Methods page, we can attempt to charge an invoice for you. You can ask our team for help via support ticket or live chat. If you are placing a new order, please place the order with "Bank Transfer" as payment method, then make sure your card is listed on the Payment Methods page, then contact our billing team via support ticket or live chat. We'll need to know the invoice number and the last 4 digits of your card. We'll then attempt to charge the card for you.
(5) Ask AIB to review an attempted transaction
If the problem persists, you may want to contact AIB Card Services using the number on the back of your card, and ask them:
- Can they see the attempted payment? Why was it declined?
- Is there a restriction on your card?
- Are Internet transactions blocked?
- Are foreign transactions blocked? (Maxer Host is not a foreign company, but it's worth asking)
