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Frequently Asked Questions

My online bank

On this page

Top 5 frequently asked questions

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Our banking services are constantly evolving. 
Discover the ongoing fixes on the online bank.

Have questions?

Good news! We have an Answer Bank.

We're here to answer your questions.

 

Learn more

National Bank online

General

What’s an evolving version?

Your online bank is now available in an evolving version which is a preliminary version that allows us to identify elements that need to be corrected and improved.

Since the platform is still evolving, not all features are available or always functional. For more information, please don’t hesitate to call us at 1-888 835-6281. We can help.

Thanks for your cooperation!

Why is National Bank changing its online services?

Your online bank has been optimized for viewing on any device, including your mobile phone or tablet. Enjoy a simplified user experience, new features and the option of signing in easily with your email address.

Are all the new features currently available on my online bank?

Not yet. Your online bank is still evolving.

For more information, please check out the National bank online page.

What are the new features on my customer center?

There is several new features available on you customer center. They allow you to keep an overview of your finances so you can manage your budget better. 

As well as making day-to-day banking like paying bills and sending money faster, you can now track expenses by category, consult accounts from other financial institutions and view pending Mastercard transactions.

Please note that these changes may not yet apply to the National Bank mobile app.

What’s the difference between the National Bank mobile app and National Bank online?

The National Bank mobile app is designed specifically for mobile devices whereas your online bank can be accessed by all types of devices.

They’re similar except for a few features.

For example, you can make a digital cheque deposit only with the National Bank mobile app, but you can categorize your transactions only from your online bank.

However, you can access the page Services offered by your online bank to review the list of available and upcoming features.

What do I need to sign up to my online bank?

To sign up to your online bank, go to the sign-in page. Then click Create your account to create your profile. Select the National Bank product you have: debit card, credit card or investment account. Follow the instructions until you see the screen confirming your sign-up.

Already signed up?

If you've already signed up for the online bank, enter your sign-in email and password.

Which web browsers are compatible with my online bank?

You can use the following browsers to access your online bank:

  • Google Chrome (version 58 and above)
  • Internet Explorer (version 11 and above)
  • Mozilla Firefox (version 54 and above)
  • Microsoft Edge (version 13 and above)
  • Safari (version 7 and above)

Please note that the combination of Windows 8 and Internet Explorer is not supported.

If you experience any technical difficulties, first try deleting your cookies and browser cache. For assistance, email us or call us at 1-888-835-6281.

 

 

 

How can I change category names?

Although you can’t change a category name, you’ll find more than a hundred categories to organize your transactions.

Click a transaction to open the details, then select a category from the dropdown menu. To add more details, you can also include a comment in the transaction details.

How can I increase my purchase and ABM withdrawal limits?

Go to the Preference tab in My profile section, you’ll see My Client Card limits. Click the +, then choose the withdrawal and purchase limits for Canada and abroad. 

How can I change my withdrawal rating?

A credit check is required to increase withdrawal limits. You can write to us by signing in to your online bank. Click Help and Contact, then click Send message.

How can I access my cheque images?

The cheque image feature is now available on your online bank.

Go to the Transactions tab in the Overview section. Click a transaction to view the cheque details (if deposited after February 1, 2011,) and download the cheque image.

How can I order cheques?

You can order cheques by signing in to your online bank:

  • Click Overview in the left menu
  • Select the account for which you want to order cheques
  • Select the Options tab
  • Click Order cheques
  • Follow the instructions

How can I order currency?

You can order one of the currencies below from your online bank and have it delivered to a branch or post office near you.

  • US dollar (USD) 
  • Euro (EUR)
  • Pound sterling (GBP)
  • Swiss franc (CHF)
  • Mexican peso (MXN)
  • Japanese yen (JPY)
  • Chinese yuan (CNY)
  • Australian dollar (AUD)

Go to Plan my trip in the Products and services section. Click Order and follow the instructions. The daily limit for online currency orders is $2,000 and the cumulative weekly limit is $5,000.

For other currencies, please visit a branch to place an order. 

How can I request a stop payment?

The request a stop payment feature will be available on your online bank in 2019.However, you can still access the page Services offered by your online bank to review the list of available and upcoming features.

Note: fees for this service are invoiced. For more information, please consult the Items, overdraft protection and stop payments tab in the Little details that matter section of the Banking services page. 

Please also note that this feature only allows you to withhold payment on a cheque (lost or stolen) or preauthorized payment that has not been processed yet. All requests received after 4 p.m. ET will be processed the next business day. 

If a payment has already cleared your account or if your request must be processed today, call us at 1-888 835-6281.

What do I do if I can’t make a transfer or pay a bill?

There are two things you can do:

  1. Delete your browser's cookies and cache and close all browser windows. Then try accessing your online bank again.
  2. Connect to your online bank from a different browser than the one you usually use. Google Chrome and Mozilla Firefox are generally more stable.

If the problem persists, call us at 1-888-835-6281, 7 days a week, from 6 a.m. to midnight (ET).­­

Sign-in

Why do I receive a validation code by email every time I sign in to my online bank?

Security was added because you can now connect to your online bank from different devices.

The first time you sign in, you’ll receive a validation code by email or text to authenticate your identity, as well as each subsequent connection if you choose to not check the Remember me box to memorize your device on the sign-in page.

With this protection, you’ll be notified by email or text if someone attempts to access your account or if we spot a geolocation change in your device’s memory, as well as a change or update of your browser or operating system.

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Tip!

You can also choose to receive the validation code by text to avoid that it goes to your spam (unwanted emails) folder. 

For more information on security, please consult the ABCs of security.

Why do I have to sign-in with my email address now and not with my debit card anymore?

For security reasons and be sure that others won’t be able to access your information, the sign-in process has been updated. You now only need your email address to sign-in.

What should I do if I forgot my password to sign in to my online bank? 

Click Did you forget your password? on the sign-in page and follow the instructions.

Follow our step-by-step demo on how to reset your password.

How can I change my password?

You can change your password by clicking the pen icon in the My sign-in ID section in My profile.

What personal information can I change?

You can change your address, phone no., security mobile no., sign-in email and password by clicking the pen icon in the My sign-in ID section in My profile.

How do I connect to my online bank?

To sign in for the first time, go to your online bank and click Create your account.

Follow our step-by-step demo on how to create your account.

Add your online bank to your favorites to connect even quicker in the future.

I forgot my user ID. What do I do?

Call us at 1-888-835-6281, 7 a.m. to 8 p.m. ET, 7 days a week, we can help.

I don’t have an email. How do I sign in?

To access your online bank, you’ll have to create an email account. You can get one for free from any email provider (ex., Google, Outlook, etc.). 

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Tip!

Make sure to choose a strong password for this email, one that’s different from the ones you use for your other personal apps.

For more information on security, please consult the ABCs of security.

Why can’t I use the same sign-in email as someone else?

An email can only be associated to one account. If your email is shared and already being used by another National Bank client, you must use another email to sign in.

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Tip!

Make sure to choose a strong password for this email, one that’s different from the ones you use for your other personal apps.

For more information on security, please consult the ABCs of security.

I didn’t receive a validation code to sign in. What do I do?

If you’ve requested a validation code, first check your spam (unwanted emails) folder.

Otherwise, click Resend via text or Resend via email on the sign-in page.

Need more assistance? Please don’t hesitate to call us at 1-888 835-6281. We can help.

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Tip!

Choosing to receive the validation code by text avoids that it goes to your spam (unwanted emails) folder.

Why was I signed out of my session?

For security reasons, you’re automatically signed out of a session after 15 minutes of inactivity. You’ll need to re-enter your sign‑in ID to open a new session.

What do I do if my account is blocked?

As a security measure, you must contact us to regain access to your account. Call us at 1‑888‑835‑6281, 7 days a week, from 6 a.m. to midnight (ET).

Add an external account

How can I add an account from another institution to my online bank?

There are two ways you can add an account from another financial institution to your online bank.

By either clicking Add them here in the Overview or by clicking Add an account in the Manage my institutions section on the My account summary page under Overview in the left-hand menu. Then, follow the instructions.

What type of information can I access if I add an external account?

You can view your account balance and transactions for the accounts added from that institution to your online bank.

For a better overview of your expenses, change the transaction category for those accounts.

To remove an institution or hide an account, click Manage my institutions from the My account summary page under Overview in the left-hand menu.

I can’t add an external account. What should I do?

Adding another financial institution to your online bank can take several minutes, longer if you have several accounts.

Here are a few steps you might find helpful if it’s not working:

  1. Connect to the financial institution’s website that you’re trying to add.
  2. If it works, try adding the financial institution again.
  3. When the institution appears in the list of added institutions, click to see the status. You may be asked a security question to complete the request.

If these steps don’t correct the situation, write to us from the Help and contact page in your online bank or call us at 1-888-835-6281.

Which institutions can be added to my online bank?

Here is the list of institutions that can be added to your online bank:

  • Desjardins
  • RBC
  • Scotia Bank
  • TD Canada Trust
  • BMO
  • CIBC
  • Tangerine
  • HSBC
  • Canadian Tire
  • Capital One
  • MBNA
  • PC Financial

 

Who has access to my external account information?

Only you can access the account information from other financial institutions added to your online bank when you’re signed in.

For more information, please read the Terms of use.

How can I correct my external account information?

You can change an account name by clicking the pen icon near the account name on the account details page.

To change the account type, click the pen icon beside the Account type field under the account number on the account details page.

If any other information is incorrect, fill out the form on the Help and contact page from the left-hand menu in your online bank or call us at 1-888-835-6281.

Can I make transactions with my external accounts?

Unfortunately not. However, you can categorize your transactions to get a global overview of your expenses. 

Manage my accounts

How can I get a specimen cheque?

You can get a free specimen cheque by either:

Connecting to your online bank:

  • Click Overview in the left menu
  • Select the account for which you want to obtain a specimen cheque
  • Select the Options tab
  • Click Download a cheque specimen (under the image of the cheque)

Or signing in to your National Bank app:

  • Select the appropriate account
  • Click on the blue banner at the top of the screen
  • Click Get a sample cheque

Where can I find my account overview? 

You can access the accounts list by clicking Overview in the left-hand menu. Once on the My account summary page, you’ll find a list of your assets and liabilities.

How come my account information doesn’t appear?

Due to technical constraints, some information may be currently unavailable. Please try again later.

We apologize for any inconvenience this may have caused you.

How often is my account information updated?

Updates vary according to account type. Most are updated every time you sign into your online bank.

It may take up to 15 minutes to update all transactions for more complex products like accounts at other institutions.

How can I change my accounts at the top of Overview or My accounts summary page?

These are the most frequently used accounts, so unfortunately, they cannot be changed.

How can I add, change or cancel a banking package? 

You can add, change or cancel a banking package by clicking either Choose a package or Change my banking package on an account details page and follow the instructions.

Where can I see my line of credit co-borrowers?

You can view your line of credit co-borrowers on the account details page.

If there are several co-borrowers on your line of credit, not all of their names will appear. You’ll find them on your eStatement.

 

Where can I find my eStatements?

You can download all your eStatements by clicking Download my eStatements at the bottom of the My account summary page from Overview in the left-hand menu.

You can also download a specific account eStatement by clicking Download my eStatements at the bottom of the account details page.

Pay a bill

I paid a bill, but didn’t receive a confirmation or reference number. Is this normal?

You can access that information at any time by clicking a payment in the History tab on the Bills page from the left-hand menu.

How can I add a bill?

From your online bank:

  • Click Pay in the left menu.
  • In the top right corner, click Add a bill. 
  • Enter the supplier in the search bar and follow the instructions.

Follow our step-by-step demo on how to pay a bill.

From the app:

  • Click on the left menu.
  • Click Transfers and payments and select Manage payees
  • Click Add a payee at the bottom of the screen. 
  • Follow the instructions.

How can I view my upcoming payments?

Go to the Upcoming payments tab on the Bills page from the left-hand menu.

I overpaid a bill. What can I do?

Contact the supplier right away. If they can’t correct the error, we’ll verify if they have a reimbursement agreement.

Fill out the form on the Help and contact page from the left-hand menu in your online bank or call us at 1-888-835-6281.

The message must include the following information:

  • Payment date
  • Total amount debited
  • Name of the bill
  • Bill amount
  • Correct account number for the bill or payment (mandatory)
  • Name of the account holder paid

Note: As of January 2018, fees for this verification service are invoiced.

I paid the wrong bill. What can I do?

Contact the supplier right away. If they can’t correct the error, we’ll verify if they have a reimbursement agreement.

Fill out the form on the Help and contact page from the left-hand menu in your online bank or call us at 1-888-835-6281.

The message must include the following information:

  • Payment date
  • Total amount debited
  • Name of the bill paid in error
  • Payment amount
  • Correct account number for the bill or payment (mandatory)
  • Name of the account holder paid in error

Note: As of January 2018, fees for this verification service are invoiced.

How can I set up a payment, postdated payments included?

To schedule a bill payment, click Pay from the left-hand menu, then select a bill from the suppliers list on the Pay my bills page and choose the payment date. Then, follow the instructions to complete the transaction.

If your bill has not yet been added, first click Add a bill on the Pay my bills page and follow the instructions.

How can I access epost online bills on my online bank? 

Epost is not yet available on your online bank. We are currently working with Canada Post to develop a new solution tailored to your needs.

Manage my transactions

How can I change a transaction category?

Click a transaction to open the details and select a category from the dropdown menu.

What details are in a transaction and how can I access them?

Click a transaction to open the details. You’ll find the following information:

  • Merchant name
  • Transaction amount
  • Account used
  • Account balance after the transaction
  • Comments (you can add notes here)
  • Person who made the transaction (for an account with co-holder)
  • Category

How can I search for a specific transaction?

From the Overview, click See more in the My transactions section.

You can search and filter account transactions by Period,Type or Amount.

Note: Transactions for loans and investment accounts are not yet available on your online bank. However, you can still access the page Services offered by your online bank to review the list of available and upcoming features.

I don’t recognize a transaction. What should I do?

Click a transaction to open the details. You’ll find the following information:

  • Merchant name
  • Transaction amount
  • Account used
  • Account balance after the transaction
  • Comments (you can add notes here)
  • Person who made the transaction (for an account with co-holder)
  • Category

If you still don't recognize a transaction after consulting the details, call us at 1-888-835-6281. We can help.

I can’t find a transaction. What should I do?

From the Overview, click See more in the My transactions section.

You can search and filter account transactions by Period, Type or Amount.

How can I access a postdated transaction?

To see all postdated transactions, go to the Upcoming payments tab under Bills from the left-hand menu or click Upcoming in the My transactions section of the Overview.

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Tip!

By clicking Upcoming, you can access all upcoming transfers and payments. 

How can I export my transactions?

The feature to export your transactions in CSV and QFX format for a budget management software (MS Money, Quicken, etc.) is available on your online bank.

Go to Overview and click on an account to open the details. In My transaction history, click the format you want under Download my transaction history.

Transfer and send money

How do I transfer funds to other National Bank clients?

  • Sign in to National Bank online.
  • Click Send money in the menu on the left. 
  • Select a recipient in the Send money page. 
  • Follow the instructions. 

How do send an Interac e-Transfer® or an international transfer? 

  • Sign in to your National Bank online.
  • Click Send money in the menu on the left.
  • Select or add a recipient.
  • Follow the instructions. 

Follow our step-by-step guide, watch our demos on sending an Interac e-Transfer®.

Is there a fee to send money?

Interac® e-Transfers

Fees for Interac e-Transfer® and transfers between National Bank clients are included in your banking package.

If you don't have a banking package or you've exceeded the number of transactions included in your package, a fee will be charged for each transfer.

Be sure to choose a banking package tailored to your needs to avoid excess fees.

International transfers by Mastercard® and Interac®

For international transfers by Mastercard® and Interac®, a fee of $5.95 per transaction will apply, no matter which account or package you have.

My Interac e-Transfer® hasn't been claimed. Why?

Your transfer could go unclaimed for the following reasons:

  • Failure to answer the security question: The recipient fails to correctly answer the security question within the permitted number of tries.
  • Transfer declined: The recipient declines the transfer.
  • Transfer expired: The recipient fails to accept the transfer before the expiry date.
  • Incorrect contact information: The recipient's email address or cell phone number is incorrect.
  • Technical issue: A technical problem is preventing the recipient from seeing a notification.

You'll receive a notification by email or text message if your transfer is not claimed and you'll have the option of cancelling it. 

My international transfers by Mastercard® and Interac® didn't work. Why? 

Your international transfer may fail for a number of reasons:

  • Transfer declined: The recipient's financial institution declines the transfer.
  • Exchange rate expired: The exchange rate applied when you authorized the transfer is no longer valid.
  • Currency not accepted: The currency the transfer is in is not accepted.
  • Transfer amount too high: The transfer amount exceeds the authorized limit ($10,000 per transaction, $70,000 per week or $125,000 per month). 
  • Transfer limit exceeded: You've reached your maximum number of transfers.
  • Incorrect IBAN: The IBAN entered is invalid.
  • Technical issue: A technical problem is preventing the transfer. 

How do I cancel an Interac e-Transfer®?

 

  • Sign in to National Bank online.
  • Click Overview in the menu on the left.
  • Select the Money sent.
  • Select the status Pending
  • Select a transfer and click Cancel.
  • Follow the instructions to reclaim the funds.

For a step-by-step guide, watch the demo on canceling an Interac e-Transfer®.

You can cancel an Interac e-Transfer® as long as it hasn't been accepted by the recipient. If the recipient has registered for direct deposit, the funds will be deposited automatically and you won't have the option of cancelling the transfer.

Transaction fees for an Interac® e-Transfer are non-refundable. Be sure to choose a banking package tailored to your needs to avoid excess fees.

N.B.: You cannot cancel an international transfer by Mastercard® and Interac®. If the recipient's financial institution refuses the transfer, the funds will be returned to you

How do I receive an Interac e-Transfer®?

When someone sends you an Interac® e-Transfer, you'll receive an email or text notification. Follow the instructions in the message to accept the transfer and deposit the funds in your account.

Make sure you have the answer to the security question. After 4 incorrect attempts, you won't be able to accept or decline the transfer.

Can I transfer money to pay my credit card balance? 

Yes! From your online bank, simply click Move money in the main menu.

You can transfer an amount from your account of choice (chequing account, line of credit, etc.) to your National Bank Mastercard credit card. Your credit balance will be updated instantly.

See demo

Manage my Mastercard credit cards 

How can I increase my credit card limit?

You can request a credit limit increase on your card at any time.

From your online bank:

  1. Click Overview.
  2. Select your credit card.
  3. Click Increase my credit limit.
  4. Follow the instructions.

You can also contact Mastercard Customer Service at 1-888-622-2783 to request a credit limit increase.

How can I make a balance transfer?

The balance feature is not yet available on your online bank. However, you can still access the page Services offered by your online bank to review the list of available and upcoming features.

Where can I check how much cashback I’ve earned with my ECHO Cashback card?

Go to the Cashback tab on your ECHO Cashback card account details page by clicking Overview from the left-hand menu.

How do I get cashback?

First, go to the Cashback tab on your ECHO Cashback card account details page, by clicking Overview from the left-hand menu.

Then, click Cash in and follow the instructions.

Where can I see how many reward points I’ve earned?

Go to the Rewards tab on your World, World Elite or Platinum card account details page, by clicking Overview from the left-hand menu.

How do I report that I’ll be travelling?

Go to the Preference tab in My profile section where you’ll see Travel notification. Click the +, then click Add a travel notification and follow the instructions.

How can I repay my credit card with my rewards points?

You can now repay your credit card balance with your rewards points. Sign in to your client centre and follow the simple step-by-step process.

How do I make a payment on my credit card and what are the processing times? 

You can pay the balance on your National Bank Mastercard credit card from your online bank in two ways: 

  1. With the Move money feature in the main menu. Your National Bank Mastercard credit card balance will be updated in real time instantly.
  2. With the Pay a bill feature. Your National Bank Mastercard credit card balance will be updated within 48 business hours. You can also use this feature from your National Bank app.

See demo

Manage my mortgage

How can I apply for a mortgage pre-approval online?

Sign in to your online bank to apply for a mortgage pre-approval online in just a few clicks. Then, go to the Mortgage pre-approval tab of the Products and services section and click Apply now.

Not yet subscribed to our online bank? Please use this link to get pre-approved online.

Questions? Benefit from the support of our mortgage specialists anytime by calling us at 1 877-330-3021.

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Tip!

If you had to quit the pre-approval application form before completing it, the information entered will be saved. You will be able to access it from your online bank and complete it in the next 30 calendar days.

How can I change my mortgage payments?

The feature to change your mortgage payments is not yet available on your online bank. However, you can still access the page Services offered by your online bank to review the list of available and upcoming features.

How can I make an additional payment on the principal of my mortgage?

You can make an additional payment of your maximum balance of 10% of the principal borrowed to accelerate the repayment of your mortgage at any time. The down payment can be made in one or more installments.

Click here to be redirected to make your mortgage prepayment.

Otherwise, follow the steps from your online bank: 

  1. Sign in to your online bank
  2. Click Overview in the menu. 
  3. Click on your mortgage. 
  4. Click on the mortgage tier for which you want to make an early repayment.
  5. Click Accelerated repayment. 
  6. Click Mortgage prepayment.
  7. Follow the instructions.

If necessary, talk to your mortgage advisor who will help you choose the best option.

Virtual assistant: Get help

What's a virtual assistant?

Our virtual assistant is an instant messaging service available 24/7 to help you use your online bank. You can ask any questions about the available features, such as how to deposit a cheque or pay a bill.   Before starting a conversation with the virtual assistant, read the terms of use

How does the virtual assistant work?

Our virtual assistant is easy to use. Just log in to your online bank to access it. Then, click the speech bubble in the bottom-right corner of your screen and write your question or click one of the suggested topics. Our virtual assistant will answer you right away. 

The virtual assistant could not answer my question. why?

Our virtual assistant is still in its learning phase. It may not always have the answer, but it's learning fast! Every time you ask a question, you're helping it improve. Soon, it will answer your questions more accurately.

If needed, call Customer Service at 1-888-483-5628 (toll-free) or 514-394-5555

Are my conversations with the virtual assistant confidential?

Yes, everything you write to our virtual assistant remains confidential. We apply high security standards to all our platforms. The data collected during your conversations only serves to improve our services.

Remember to always be careful online. Don't share any personal information with the virtual assistant, like your password, social insurance number or address. 

National Bank App

How can I use the new email sign-in method with the National Bank app?