Join WhatsApp
AIB has rolled out a redesigned mobile banking app with a new look, updated money-management tools and changes to the way customers make payments. The bank describes it as the biggest change to its mobile banking experience in more than a decade.
But the launch has also brought complaints from some customers. The biggest issue is not necessarily the new design. Many users are unhappy about familiar features that have disappeared or become harder to find, especially the old Quick Balance option.
AIB has replaced its older banking app
AIB began rolling out its redesigned mobile app in 2026 through a phased release. The bank says the new app is designed to make everyday banking easier, with a stronger focus on managing money, making payments and understanding spending.
The new app has a different layout from the previous version. AIB says it was developed using customer feedback and is intended to provide a simpler banking experience.
The rollout does not happen for every customer at exactly the same time. AIB’s own information says some customers may still be using the old app while the new version is being rolled out.
The bank’s new app focuses on several main areas:
- A redesigned home screen and everyday banking experience.
- More detailed information about spending and transactions.
- New tools for managing money and payments.
- Additional security and verification features.
The goal is to give customers more information in one place, but some users say the changes have made basic tasks less convenient.
Quick Balance is the biggest complaint
One of the most common complaints is the removal of Quick Balance.
The old AIB app allowed customers to check their account balance from the login screen without fully signing in. For people who only wanted to see how much money was available, this was a quick and convenient feature.
The new app does not offer the same Quick Balance option.
That change has received strong criticism from some customers. Reviews on the Google Play Store and comments from AIB customers show that people used the feature regularly and considered it one of the most useful parts of the old app.
Some customers have also complained that they now need to move through more screens to find information they could previously see quickly.
Some customers say basic information is harder to find
Another complaint concerns pending payments and direct debits.
Users have reported that information that was easy to find in the previous app is now located in different sections. This can make the new app feel more complicated, particularly for customers who mainly use mobile banking to check balances, recent transactions and upcoming payments.
That is an important issue for a banking app. Customers generally do not want to spend time learning where basic information has moved after an update.
The reaction has therefore been mixed. Some people like the newer appearance and additional information, while others prefer the straightforward design of the previous version.
AIB says the new app was built around customer feedback
AIB has defended the redesign and said the new app was developed based on customer needs.
The bank says the updated experience offers clearer information about where money is going, along with more detailed transaction information and budgeting tools.
The app also provides new ways to make payments and manage everyday banking tasks.
However, adding new features does not automatically make an app easier to use. For customers who were already comfortable with the old layout, moving familiar tools can make the experience feel worse even when the new app offers more functions overall.
That appears to be one of the main problems AIB is facing during the rollout.
Some users are also reporting login problems
Not all complaints are about the design.
Some recent Google Play reviews describe problems with logging in, frozen login screens and difficulties completing security checks or payment confirmations.
One customer reported being unable to log in because the login screen repeatedly froze. Another described problems with security codes and online purchase confirmation.
These are individual customer reports rather than evidence that every AIB customer is experiencing the same problem. AIB has responded to some reviews by apologizing and saying customer feedback is being passed to its mobile app team.
The bank has also told customers experiencing problems to use its official support channels.
The new app adds more spending information
One of the major ideas behind the redesign is giving customers a better view of their spending.
The app provides more detailed transaction information and money-management tools. AIB says these features are intended to help customers understand where their money is going and manage their finances more easily.
This is useful for people who want more information than a simple account balance.
The challenge is that some customers do not want their banking app to become more complicated. If a person mainly uses the app to check a balance or see an upcoming payment, additional spending information may not feel like an improvement.
This difference in expectations helps explain why the same redesign can receive both positive and negative reactions.
Security and verification have also changed
The new app includes updated security features as part of the redesigned banking experience.
Some customers have reported being asked to complete additional identity checks during the transition. These can include identity verification steps involving documents and a phone.
Such checks can feel inconvenient, but banks use identity verification to protect accounts and confirm that the person accessing the service is the genuine customer.
The exact process can depend on the customer’s account, device and circumstances, so users should follow only instructions shown inside the official AIB app or on AIB’s official website.
For banking security, customers should never share passwords, PINs, one-time codes or other security information with another person.
Old app versus new app
The difference becomes clearer when the two versions are compared from a customer’s point of view.
| Area | Older AIB app | New AIB app |
|---|---|---|
| Quick Balance | Available from the login screen | Removed |
| Design | Familiar older layout | Redesigned interface |
| Spending information | More basic | More detailed insights and budgeting tools |
| Payments | Existing payment tools | Updated payment experience |
| Upcoming payments | Familiar location for many users | Some information has moved within the app |
| Security | Existing login and verification methods | Updated security and verification experience |
| Rollout | Previous version | Being rolled out in stages |
The biggest difference is not simply how the app looks. It is how quickly users can reach information they use every day.
Why some customers prefer the old version
The complaints show a common problem with major app redesigns: people become attached to simple features.
Quick Balance is a good example. It was not an advanced banking tool, but it solved one common problem very quickly.
A customer could open the app, check the balance and leave. There was no need to enter a password or navigate through the account.
Removing a feature like that can feel like a step backward even if the replacement app offers more advanced tools.
The same applies to the location of direct debits and pending payments. A feature can technically still exist, but if customers have to search through several menus to find it, the experience can feel worse.
AIB is still improving the new app
AIB has acknowledged customer feedback during the rollout. In responses to app reviews, the bank has said it is listening to customers and passing feedback to the mobile app team.
That suggests the current version may not be the final experience.
Large banking apps are regularly updated after launch, especially when users identify problems that were not obvious during testing. Changes can include fixing technical issues, moving information, improving navigation or making commonly used functions easier to access.
For AIB, the challenge will be deciding which complaints represent temporary difficulty with a new interface and which point to features that customers genuinely want restored.
What customers should do if they have problems
Customers who cannot log in or use an important banking feature should contact AIB through its official support channels rather than relying on advice from social media or unofficial websites.
If the app is not working, customers can also try basic steps such as checking that the app is updated, restarting the phone and making sure the device has a reliable internet connection.
For account or payment problems, however, it is better to contact AIB directly. Banking information is sensitive, and customers should avoid entering account details or security codes into links received through unexpected messages.
AIB’s official mobile banking page contains information about the new app and its rollout: AIB Mobile Banking.
The real test will be whether AIB makes everyday banking easier
A new banking app does not succeed simply because it looks modern. Customers judge it by how quickly they can perform everyday tasks.
Checking a balance, finding a payment, reviewing a direct debit and sending money are basic jobs. If those tasks become harder, customers may see the redesign as a downgrade even if the app has more features.
AIB has added spending tools and other new functions, but the reaction from some customers shows that simplicity still matters.
The bank now has an opportunity to use the feedback from the rollout to improve the experience. Restoring or replacing highly valued functions could go a long way toward reducing frustration.
AIB’s new mobile banking app brings a major redesign along with new spending information, payment tools and security features. The bank says the app was created around customer feedback and is intended to make everyday banking easier.
But the rollout has not been smooth for everyone. The removal of Quick Balance has become one of the clearest complaints, while some users have also reported difficulty finding pending payments and direct debits or experiencing login problems.
The new app may improve as AIB responds to customer feedback. For now, though, the launch shows an important lesson about banking apps: customers do not only want more features. They also want the basic things they do every day to remain quick, clear and easy to find.