6. Troubleshooting – Central Bank Portal

What Does This Mean?

A verification code is a temporary code sent to your email to confirm that email address is yours. You must enter this code when you register or change your email address. This error appears when you enter an incorrect verification code.

If you are seeing this error, these are the most common reasons.

A Typo in the Verification Code

Try typing the code again. Copy it exactly from the email you got, including uppercase and lowercase letters (codes are case-sensitive).

Note: If you enter the code incorrectly 10 times during registration, you will be locked out for 10 minutes for security. Wait 10 minutes, then try again.

The Verification Code has Expired

Verification codes expire after 30 minutes for security. Click the link to request a new code. Use the most recent code.

What to Do

• If you mistyped the code: Try again. Copy it exactly from the email, including uppercase and lowercase letters
• If you have tried 10 times during registration: Wait 10 minutes. Your access will return automatically
• If the code has expired: Click “Send another verification code”. You will get a new code in your email. Use it to continue
• If you continue to get this error: Click “Send another verification code” again.

This error appears when someone has already registered with this email address.

What to Do

If you already have a Portal account - use your existing person code and password to log in. You do not need to register again.

If you do not have an account and think this is wrong -  contact onlinereturns@centralbank.ie with:

• Your email address
• Your full name
• Your institution name.

Your person code is a unique identifier you get when you first register. It appears on the confirmation screen and in an email.

To Retrieve Your Person Code

1. Go to the Forgot Person Code page.
2. Enter your registered email address.

You will get your code in an email.

To Reset Your Password

1. Go to the Forgot Password page.
2. Enter your person code and click “Submit”.
3. You will get an email with a reset link (check your spam folder if you do not see it).
4. Click the link in your email. The “Create New Password” screen will appear.
5. Fill in your new password and click “Submit”.

You can now log in with your new password.

A second factor method is an extra security step (like a code from your phone) to protect your account.

Do you Have an Alternative Method set Up?

An alternative method is a backup way to verify your identity.

If you have an alternative method set up, you can use it. Enter your person code and password. The Portal will try your main method first. If it does not work, you can select your alternative method.

If you do not Have an Alternative Method

If your loss of access is temporary, for example, if you left your phone at home, wait until you have access again.

If you do not log in for 2 years, you will get an email warning that your account will be deleted. If you do not log in by the date in the email, your account will be permanently deleted. You cannot undo this. You will get another email confirming the deletion. If you need access later, you will need to register again.

If you enter your login details incorrectly 10 times, your account locks. For security, you will not be told it is locked – the same error will keep appearing.

If you Think Your Account is Locked

To unlock your account, reset your password (see section 6.2.2 I Have Forgotten my Password. How do I Reset It?).

You will get an email when your Portal Administrator removes you from your institution.

If this was your only institution, you will only see “Account Settings” when you log in.

If you are linked to other institutions, you can still access them.

If you can Still Log In

Go to Account Settings to update your email address (see section 6.5.3 I got an Email That my Account is Inactive. What Should I Do?).

If you Cannot Access the Portal

If you cannot access the Portal and cannot recover your login details, ask your Portal Administrator for help.

You will get an email if your account becomes inactive (for example, if you have not logged in for a long time).

What to Do

1. Try logging in with your credentials.
2. If you forget your password, reset it (see section 6.2.2 I Have Forgotten my Password. How do I Reset It?).
3. When you log in, your account will be active again.

If you get an email about a message but cannot see it in your Inbox, these are the most common reasons:

• You do not have permission. Your Portal Administrator controls who can see messages. Ask your Portal Administrator for message permissions
• You are viewing the wrong institution. If you are linked to multiple institutions, select the correct one from the dropdown at the top of the Portal
• The message is in a different tab. Check both the “Inbox” and “Sent” tabs
• Your Portal Administrator may have removed you. Your Portal Administrator may have removed you from that institution. You cannot view messages for that institution anymore.

If your Portal Administrator is unavailable and you need urgent help, email onlinereturns@centralbank.ie with:

• Your full name
• Your institution name
• Your registered email address
• A brief description of the issue.

We will review your request and let you know what to do next.

For General Help

See our help pages. You can also ask your Portal Administrator for help using the Portal for your institution.

The Portal works best on desktop and laptop computers. It may work on mobile devices, but some features might not work properly. Use a screen at least 991 pixels wide for the best experience.

What to Do

Try using a desktop or laptop.

If the problem continues, email onlinereturns@centralbank.ie with:

• Your device (iPhone, Android, etc.)
• Your browser (Chrome, Safari, etc.)

A description of the problem.

If you get an error when attaching a document, these are the most common reasons.

Your File Type is not Supported

Only certain file types work. Check that your file is in a supported format.

Supported file types:

• .docx, .xlsx, .pptx (Word, Excel, PowerPoint)
• .pdf (PDF files)
• .txt, .csv, .xml, .xbrl (text files)
• .jpg, .jpeg, .tif, .tiff, .gif, .bmp, .png (image files)
• .zip (archive files).
  

Your File is too Big

Maximum file size is 30MB. Try compressing it or splitting it into smaller files.

Your Total Attachments are too Big

Maximum total is 100MB. Check your file sizes.

Your Browser Cache Needs Clearing

Clear your browser cache and cookies, then try again.

Your browser cache is temporary data your browser stores to load websites faster. Cookies are small files your browser stores to remember your preferences.

If a page is not loading, these are the most common reasons.

Your Internet Connection is Slow or Unstable

Check your internet connection and try again.

Your Browser Cache Needs Clearing

Clear your browser cache and cookies, then reload the page.

Your browser cache is temporary data your browser stores to load websites faster.

You Might be Using an Unsupported Browser

Check the minimum system requirements (see section 6.13.3 What are the Minimum System Requirements?).

If you cannot view any institution data, these are the most common reasons.

You are not Linked to an Institution

Ask your Portal Administrator to link your account to an institution.

Your Portal Administrator may Have Removed You

Your Portal Administrator may have removed you from that institution. Ask them to give you access again.

The data you see depends on your institution’s authorisations from Central Bank of Ireland.

If you see data that does not match your institution type, these are the most likely reasons.

Your Institution may Have Multiple Authorisations

Your institution may have multiple authorisations that are not obvious from its name or primary business.

Some Data is for Connected Institutions

A connected institution is one that is related to yours (like a parent company or subsidiary).

If you try to leave a form without saving, a warning will appear to protect your work.

What to Do

• Click “Continue” to leave without saving. Your changes will not be saved
• Click “Cancel” to keep editing.

The menu items you see depend on your permissions. A menu item is an option in the menu (like Messages or Returns).

If you need access to a menu item you cannot see, ask your Portal Administrator for access (see section 2.5.1 How do I Request a Change to my Permissions?).

The Portal is available all the time, except during scheduled maintenance (we will tell you in advance). Scheduled maintenance windows are times when the Portal is temporarily closed for updates.

Central Bank of Ireland Portal Support

Support hours: 9am–6pm Monday–Friday (excluding public holidays).

For technical issues, email onlinereturns@centralbank.ie or call +353 (0)1 224 4545

Your session times out after 8 hours of not using the Portal. You will need to log in again (including your second factor method). When you are done, click “Logout” from Account Settings to close your session.

To use the Portal, you need:

Supported Browsers - Microsoft Edge (latest version) - Google Chrome (latest version) - Mozilla Firefox (latest version) - Apple Safari (latest version)

Screen Resolution - minimum: 1024 × 768 pixels - recommended: 1920 × 1080 pixels

Your screen should be at least 991 pixels wide for the best experience.