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Frequently asked questions

If you have questions about online banking or our mobile app, this is a great place to start.

I don’t have an email address or mobile phone number. Can I still use digital banking?
No, you will need to have an email address or mobile phone number to use online banking. This is so you can receive authentication codes to log in and manage your day-to-day banking.
How many login attempts do I have before I get locked out?
You will be locked out of digital banking after five failed password attempts. You can select the Forgot password link (in online banking, it will say Forgot username or password?) at any time to receive an authentication code and change your login information. See our password reset tutorial.
Why can't I turn paper statements back on?
You are only able to change your statement preference once per login session. To solve this, you can log out and log back in again.
Is the digital banking platform secure?
Our members' privacy and security is of utmost importance to us. Our digital banking platform is designed with your security in mind. For example, we use authentication codes as an added layer of security for key transactions, like resetting a password or adding an Interac e-Transfer® contact. These codes are sent to your email or mobile phone and must be input into the platform when prompted. This extra step serves as verification of your identity and helps ensure you intended to make these transactions.
What are authentication codes, and how do they work?
Authentication codes are a type of two-factor authentication, and are designed to protect your digital banking. We use authentication codes as an added layer of security for key transactions such as resetting a password or updating contact information. These codes are sent to your email or mobile phone and must be input into the platform when prompted.
Why haven’t I received my authentication code?

If you haven’t received your authentication code, you can first check your junk mail or spam folders. You can also try again either with your email address or mobile phone number.

Another reason you might not receive your authentication code is the email address or password you entered doesn't match the information we have on file for you. If this is the case, please call us at 1.800.728.6440 or visit a branch to update this information.

Can I turn account and security alerts off?
Yes, you can change most alerts in our digital banking. For security reasons, we have locked email security alerts for Password change, Password lock and New Biometric access. To learn more, visit our account alerts and security alerts tutorials.

Why didn’t I receive account notifications after setting them up?

Account alerts for deposits or withdrawals will only trigger when funds are being sent to or deposited from an external source, such as a bill payment or Interac e-Transfer®. Transactions that do not trigger alerts include:

  • Transfers between the member's own accounts
  • Member to member transfers
  • Cheque deposits
Can I close my accounts in digital banking?
No, you will need to call us at 1.800.728.6440 or visit a branch for assistance.
When I open new accounts online, will the accounts be added to my existing statement?
Whenever you open a new account opened online, that account will have its own eStatement. If you would like to consolidate your accounts, call us at 1.800.728.6440 or visit a branch for assistance.
Can I open joint accounts in digital banking?

No, you can only open individual accounts online. If you want to open a joint account with individual signing authority (meaning you can conduct transactions without the other account holder’s approval), you can either apply online or visit a branch.

If you want to open an account with joint signing authority (meaning both account holders must approve all transactions), you’ll have to visit a branch. In addition, because all account holders are required for approvals, you will not be able to make transactions in digital banking.

Can I access joint accounts in digital banking?
Joint accounts with individual signing authority (meaning you can conduct transactions without the other account holder’s approval) are accessible through digital banking. Accounts with joint signing authority (meaning both account holders must approve all transactions) are viewable in digital banking, but you will not be able to make transactions.
Can I use digital banking from a personal account that requires two signatures?
No, if you try to complete a transaction from an account that requires two signatures, the transaction will be blocked.
Is the mobile app available for all Android™ and Apple® devices?
At this time, the mobile app is only available for mobile phones and iPads. However, because the app was not designed specifically for iPads, it will display, by default, at mobile phone size. You can zoom to make it fill your iPad screen.
 
There are no apps for Android tablets or Apple Watches. However, you can use your tablet browser to log in to online banking. 
Why does the Android mobile app need permission to access my phone’s photos, files, and media?
Our mobile app requires access to your photos, files, and media so you can access several banking features, including: downloading and saving your eStatements and transaction records as PDFs, taking photos for mobile deposit, and uploading images from your phone to the platform to personalize your profile picture or background.
 
In order for our app to offer these features, Android requires us to ask for your permission for complete access (unlike Apple, which only requires access to our app’s own directory).
Why aren't delegates receiving their authentication codes?
If a delegate isn't receiving their authentication codes, it may be because the delegate is locked out due to entering the code incorrectly five times. A signer on the business account will have to unlock the delegate under Delegate managementView our step-by-step instructions to learn more.
A delegate has locked themselves out of online banking, but I can't reset their password. Why?
The Reset password feature in business digital banking requires a delegate to change their password for security purposes. In order to use this feature, the delegate can't be locked out and must remember their current password. If they forget their password, delegates can select the Forgotten password? link on the login screen.
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Explore our digital banking tutorials

Our tutorials can help you navigate digital banking for your personal and business needs. 

See all of our tutorials

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