Online Banking & App Updates

October 2024: Visual enhancements to Online Banking & App

Update: October 9, 2024

• The new desktop version of online banking is live.
• The new mobile app is live. You'll need to update your app if you haven't already.  

Upgrade Tips

• Mobile app users will be required to download a new version within 7 days of the release. 
• Have your member number and password handy, your saved login details will be cleared. Where can I find my member number? See FAQs.
• If you need to reset your password, have your SIN number handy to setup 2-Step Verification.

Frequenty Asked Questions

What should I do before the Online Banking update?

Ensure to have your member number and password handy before the transition as saved login details will be cleared.

Where can I find my member number? 

Your member number can be found on:

• Statements
• e-Statements
• Cheques
• Direct Deposit and Pre-Authorized Debit form
• On the ‘Account Summary’ page of online banking.

Will I need to download the app again?

Yes, if you don’t have automatic downloads set on your phone, you will need to re-download the app.

How do I update my mobile banking app?

Click here for instructions on how to download or update your app.

Will banking using desktop web and mobile app look different?

Yes, both the desktop & app versions will have a refined new look & feel. While the services we offer through online banking will remain unchanged, the layout will differ slightly.

 What happens to my saved login details?

All saved account numbers and passwords will be cleared, so please ensure you have them recorded before the transition.

How can I reset my password?

To reset your password, you'll need your SIN number to set up 2-Step Verification (if you haven't already). Once this is set up, you’ll receive one-time codes to your phone or email when logging in, ensuring maximum security for your accounts.

Will the steps to complete transactions change?

The steps to complete transactions will be very similar, but the layout may be different. We believe these changes will improve your experience.

If you have any further questions, please feel free to contact our support team. 

Is the mobile web still available?

No, the mobile web will be discontinued. Please use the updated app or desktop version for your banking needs.

September 2024: Increased security with 2-Step Verification

Quick Tips:

• You will need your account number to enroll
• Available for personal and business accounts
• Delegates are encouraged to enroll as soon as possible

Frequently Asked Questions

Will I always be asked to enter a verification code when logging in after 2SV enrollment?

• No, if you are logging in from your usual device / location and depending on your device settings, it's unlikely that you’ll be asked each time you log in.

How can you find your account number?

• Statements
• e-Statements
• Cheques
• Direct Deposit and Pre-Authorized Debit form
• On the ‘Account Summary’ page of online banking.

If you’re having difficulty locating your account number, please call our Contact Centre at 1-800-393-6733 for assistance.

During enrollment, can you register more than one notification option at the same time on the same enrollment page?

• No. Currently you can only register one phone number or email address

Can you register for 2SV under multiple notification channels (using SMS, and email)?

• Yes. Although you can only register either a phone number or email address to receive 2-Step Verification notifications during initial enrollment, you can update your contact information from the Profile and Preferences page in online banking to add additional notification channels after initial enrollment.

How can you edit phone numbers or email addresses used in 2SV?

• You can go through the Profile and Preferences page in online banking or the Settings page in the mobile banking app to change your 2-Step Verification settings.

Will multiple verification code notifications be sent when you have multiple channels registered under 2SV?

• No. During each increased authentication login where you have multiple notification channels registered, you will be presented with a selection page where you must select which channel (text message, or email) you wish to be notified through. 

Can I register more than one phone number, or email address?

• No, not at this time. 

How many attempts do you have to validate a verification code?

• You will have 3 attempts to validate a verification code. This limit does not apply during 2-Step Verification initial enrollment or during when updating your 2SV settings.

If your account is locked out after failing to provide the correct verification code, how can the account be unlocked?

• Please call us at 1-800-393-6733 for assistance.

What should you do if you are not receiving the SMS text message or email with the verification code?

• After waiting a reasonable amount of time for the notification to arrive, you should try re-sending the code using the ‘send new code’ option on the Enter Your Verification Code page. If the code was sent by email, you should also check your junk mail folder to see if the email went there.

How long should you wait for an SMS text message or email to arrive before reporting it?

• In most cases, notifications should arrive within seconds, but you should wait several minutes before concluding that a notification is not coming.

How long before a verification code notification expires and is no longer valid?

• The verification code is valid for ten minutes from the time it is generated. If you enter and submit a code after that time, you will receive an error message.

What phone number will the 2SV messages come from?

• The SMS messages with the verification code will come from 732873. A common error is to accidentally enter this number as your verification code. Please read the body of the text to find the actual one-time 6 digit verification code. 

September 2024: Self-Serve Password (PAC) Resets

Quick Tips:

• You must enroll in 2SV to activate Self-Serve Password Resets
• Available for personal accounts only
• You will require the primary members SIN number

Frequenty Asked Questions

How does Self-Serve Password Reset work?

• Self-Serve Password Reset is activated on personal accounts after you enroll in 2-Factor Verification.
  • Note: you will need to know your account number, and the primary account holder’s SIN to use this feature.

Which types of accounts can use Self-Serve Password resets?

• Personal accounts only, after 2SV enrollment

How is a Password reset for Delegates on MemberDirect Small Business (MDSB) accounts?

• Delegates should enroll in 2SV. If they are having difficulty logging in, they must contact the signer on the account to reset their password, or delete their profile and re-set them up.