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Frequently Asked Questions

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General

What is the difference between a chequing and a savings account?

You can use your chequing account for day-to-day transactions like making bill payments and transferring money to other people or accounts. A chequing account comes with cheques and a debit card. You can access your chequing account online, through the mobile app and by calling our telephone banking service.

A savings account is an account that earns interest. It’s a great way to save up for a specific goal, like a vacation or a new car, or to ensure you have an emergency fund available when you need it. You can access your savings account online, through the mobile app and by calling our telephone banking service.

Explore our chequing and savings accounts.

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Tip

Enjoy savings through our offers for professionalsstudents and newcomers to Canada.

You could save with our offer for new clients, one of our offers for professionals or students, or our offer for newcomers to Canada.

How do I decide which account is right for me?

You can use our account selector to find the right bank account for you.

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Tip

Tired of paying fees for going over your monthly transaction limit? The The ConnectedTM and The TotalTM chequing accounts come with several types of transactions in an unlimited transactions.

Are there special offers available to help me save on banking fees?

Yes. Find out if you're eligible for one of our exclusive offers:

How do joint accounts work?

You can open a joint account for shared expenses such as groceries and mortgage payments to help simplify your household finances. You can also save for a specific goal you're working towards, like a vacation. Anyone designated as an account holder can carry out transactions in this account.

To open a joint account, make an appointment at the branch.

Interested in learning more? Check out our page about joint accounts.

When I deposit money in my accounts, are the funds insured?

National Bank is a member of the Canada Deposit Insurance Corporation (CDIC). This means that amounts between CAD 1 and CAD 100,000 deposited to your chequing or savings account are insured. Term deposits are also insured.1

Use CDIC's calculator to find out how much of your deposit is insured.

Managing my account

How do I open a chequing account?

New clients can open an account online. Visit the Chequing accounts and packages page to choose the package that suits you best, then click "Open an account."

You can also open an account in person. Make an appointment at a branch of your choice.

How do I change or cancel a banking package?

Thanks to your online bank or the National Bank mobile app for smartphones and tablets, you can now change or cancel your banking package. Find out more by reading the My online bank FAQ.

Use our account selector to find the banking package that best suits your needs.

How do I close my account?

You can close your account at any National Bank branch.

How do I order cheques?

You can place an order by signing in to your online bank. Browse a range of different designs and covers and compare prices. For step-by-step instructions, see the My online bank FAQ.

You can also order cheques by calling us at 1-888-483-5628.

Can I open an account for my child or a minor in my care?

Yes. Just visit one of our branches.

Children under 6 years of age

  • The child does not need to be present.
  • The parent or legal guardian will have to show two pieces of ID (one with a photo).

Children aged 7 to 12

  • The minor must be present when you make the request.
  • The parent or guardian will have to show two pieces of ID (one with a photo).

Children aged 13 to 17

  • The parent or legal guardian will have to show two pieces of ID (one with a photo).
  • If the child's identity cannot be verified, we will need the complete name and address of the parent or guardian and confirmation of the child's name and date or birth from a third party.
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Tip

Want to start planning for your child's future? Open an RESP to save for their postsecondary education and watch your investments grow tax-free.

What terms and conditions apply to my account?

To review the terms and conditions for transaction, margin and investment accounts, download the Contract governing personal deposit and investment accounts brochure [PDF].

Can I authorize someone else to manage my account?

Yes. You can appoint another person to act on your behalf through a power of attorney. For more information, visit our power of attorney webpage.

Debit cards

How do I get a debit card?

You will receive a debit card when you open a chequing account. You'll be able to set your personal Identification number (PIN) at the branch ABM. If there is no ABM at your branch, you will receive your card and PIN by mail.

What is the withdrawal limit for my debit card?

Debit card payments using your PIN

The daily limit for debit card transactions is $2,000. Contactless payments are included in the daily limit.

Interac Flash® contactless payments

The transaction limit for contactless payments is $100.

Withdrawals using your card

You can withdraw up to the maximum limit set for you by the Bank. For more information, call 1-888-483-5628 or contact your National Bank branch.

Can I change the withdrawal limit for my debit card?

Yes. You can change the limit for purchases and ABM withdrawals, up to the maximum permitted by the Bank. You can also set different limits for within Canada and abroad. You can also set different limits for within Canada and abroad. You can change these settings in your online bank. Find out more by reading the My online bank FAQ.

These changes will not affect the limits on any other transactions carried out in your bank account, such as money transfers and cheque payments.

If you have a joint account, you can only change the limit for your own debit card. Other account holders will not be affected.

When I deposit a cheque at an ABM, I can only access a portion of the funds. Why?

When you receive your card, it will have a rating based on your file. This rating determines the portion of a deposit that you can immediately withdraw. To find out your rating, contact our telephone banking service at 1‑888‑483‑5628 or your National Bank branch.

How can I increase the withdrawal limits on my debit card?

A credit check is required to increase withdrawal limits. You can request a limit increase by contacting your branch, calling us at 1-888-483-5628 or fill out the form on the Help and contact page of your online bank.

Find out more by reading the My online bank FAQ

Can the Bank authorize a purchase that is over the $2,000 daily withdrawal limit on my card?

The $2,000 limit on purchases made with a debit card applies to most National Bank clients. For larger purchases, consider using a line of credit or Mastercard credit card (depending on the approved limit). If you have a joint account, you can also use the debit card for this account.

I forgot my PIN. How do I get a new one?

Visit a National Bank branch with your card and two pieces of ID (including one photo ID).

Can I change my PIN without changing my card number?

Yes. You can change your PIN at a National Bank ABM by selecting “Change my PIN” from the main menu.

I just received a new bank card. Can I use the same PIN and sign-in information for my online bank and the National Bank mobile app?

You can use the same PIN and login information for the various banking platforms.

Your new card will provide access to the same accounts, and your withdrawal and purchase limits will be the same.

What is Interac Flash® technology and how does it work?

Your new debit card is equipped with Interac Flash® technology, allowing you to pay retailers with a simple tap of your card.

Wherever the Interac Flash® logo is displayed, simply hold your debit card up to the reader—no more entering your PIN!

Need more info? Find out more.

Is my debit card automatically equipped with Interac Flash® technology?

Effective March 5, 2018, all new debit cards will be equipped with Interac Flash®. If you already have a National Bank debit card, you’ll receive your new card in the mail by April 2019.

Your new card will be active as soon as you receive it, and all the settings on your old card will be transferred automatically to your new one. The first time you use your card to make a payment, you'll have to insert it in the terminal and enter your PIN.

Online and mobile banking

Which account includes unlimited online and mobile transactions?

The ConnectedTM and The TotalTM chequing accounts offer unlimited electronic transactions, whether through online banking, the mobile app or telephone banking, in stores, or at the ABM.

All our chequing and savings accounts can be accessed through your online bank and the National Bank app.

How do I sign up for my new online bank?

Your new online bank is accessible from all your devices. To sign up, follow these steps: 

  1. Go to the new sign-in page for your online bank.
  2. Click Sign up to create your profile.
  3. Select one of your National Bank products—debit card, credit card, loan, mortgage or investment account—and follow the instructions.

Having trouble? You can also create a profile by signing in to the old version of your online bank.

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Tip

Make sure to choose a secure password for this profile, 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.

How do I install and signup for the National Bank mobile app?

Download

Find the National Bank app in the App Store or Google Play Store and tap GET (Apple) or Install (Android) to download it.

Sign up

To sign up, open the app, tap Personal, then tap I haven’t created my profile. Tap Sign up to create your profile.

Select one of your National Bank products—debit card, credit card, loan, mortgage or investment account—and follow the instructions.

Having trouble? You can also create a profile by signing in to the old version of your online bank.

Have you already signed up for the new online bank?

If you signed up for the new online bank and using the new email sign-up method, enter your email and password.

If you’re still using the old sign-in method, tap Sign in and enter your debit or credit card number and password. Please note that the new email sign-in method is being rolled out gradually.new online bank, but you’re still using the old version of the app, tap Sign in and enter your debit card number and password. If you’re using the new app, enter your sign-in email and password. 

What devices can I use to do my banking?

You can use a PC or Apple Mac, Android smartphone or tablet, iPhone or iPad.

Please note that your device must use iOS 8 or Android 4.4 operating system or later.

Not sure if your browser is compatible with our National Bank online platform? Check out our browsers page.

What transactions can I carry out online or through the mobile app?

You can do most of your day-to-day banking online, including:

  • pay bills
  • transfer funds between accounts
  • send money to other National Bank clients
  • Interac e-Transfer®
  • view account balance and transaction history
  • order cheques
  • view National Bank Mastercard account
  • order foreign currency

Visit the Banking Services page for more information about online and mobile transactions.

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Tip

Can't make it to an ABM to deposit your cheque? We offer mobile deposit.

Will the balance on my accounts be updated automatically?

The balances shown online for your National Bank accounts, Mastercard credit cards, loans, lines of credit and investments are updated in real time. It may take up to 15 minutes to update transactions for more complex products like accounts at other institutions.

Please note that if you pay a bill from your online bank, your online account balance will automatically reflect the payment (unless the transaction is postdated).

Your Mastercard balance is also updated automatically, but not the transaction. 

Can I do my banking online whenever I want? Will transactions be processed right away?

Your online bank and the National Bank app are available 24/7.

Bill payments and transfers between accounts or to another person made Monday to Friday before 9 pm (ET) will be processed the same day. 

Transactions submitted after 9 pm, on weekends or holidays will be processed the next business day.

Postdated transactions will be processed early in the morning on the specified date.

Apple Pay and Google Pay

How much does it cost to use Apple Pay or Google Pay?

These services are free and National Bank does not charge anything to use them. Depending on your service provider, you may be charged data usage or other fees.

How do I use Apple Pay or Google Pay?

Wallet and Apple Pay are pre-installed on all compatible Apple devices. 

If you have an Android phone, simply download the Google Pay App from the Google Play store.

To make mobile payments using a credit card, you must install the latest version of the National bank mobile app. To make mobile payments using a debit card, you must have an email linked to your National Bank account.

How do I add my National Bank Mastercard® credit card or debit card to Apple Pay/Google Pay?

Apple Pay

  1. Open the Wallet app
  2. Sign in to iCloud
  3. Tap + in the top right-hand corner of the screen
  4. Follow the instructions

Want to make your credit card or debit card your default card? Open the Wallet app, tap and drag the card to the top of the screen or select Default Card and choose the card you would like.
 

To add your card to Apple Pay for your Apple Watch:

  1. Open the Watch app on your iPhone and go to the My Watch tab.
  2. Tap Wallet & Apple Pay.
  3. Tap Add Credit or Debit Card. If you're asked to add the card to iTunes, enter its security code.
  4. Tap Next, and accept the terms and conditions.
  5. The Bank may ask for additional information to verify your card. When you have the information, go back to Wallet & Apple Pay and tap your card.
  6. After the Bank has verified your card, tap Next and start using Apple Pay
     

Google Pay

  1. Open the Google Pay app
  2. Tap + in the bottom right-hand corner of the screen
  3. Follow the instructions

The first card you add to Google Pay will be your default card. If you want to change it:

  1. Open the Google Pay app
  2. Double-tap the card you want to be the default, then tap Set as default card.
  3. Alternatively, drag the card you want to change to the default card to the top of the app's home screen
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Quick Tip

Please make sure that all your card’s digits are correctly entered. If needed, you will be able to enter them manually.

 

Note : Please make sure that your card is activated before adding it to your Wallet. If you have a new Flash debit card, it will not be activated until you make your first payment.

How do I make payments using Apple Pay or Google Pay?

It's easy! For transactions of $100 or less, simply press your finger on the Touch ID sensor (or unlock your Android phone) and hold your phone to the terminal. For transactions over $100, you must use your plastic debit or credit card and enter your PIN.

To pay with an Apple Watch, double-click the side button and hold the watch to the terminal.

I'm scanning my card but I'm not able to add it to Apple Pay or Google Pay. What do I do?

If you are having problems, we suggest manually entering the digits of your card.

What will happen with Apple Pay or Google Pay if my phone or debit or credit card is lost or stolen?

If your debit or credit card or phone is lost or stolen, please call us at 1-888-835 6281.

If your credit card is lost or stolen, please call 1-888-622-2783.

Remember that you are protected by National Bank's Peace of mind Guarantee2 and Mastercard's Zero Liability policy3.

How do I return items purchased with Apple Pay or Google Pay?

The merchant will issue the refund directly to your phone, so you'll need to bring the phone you used to make the purchase as well as your receipt.

For online purchases made through Apple Pay or Google Pay, contact the merchant's customer support directly.

Do I need to do anything when my debit or credit card is renewed?

When you activate your new card, the app will be updated automatically.

If your new card is a different type of card or has a different number, you will need to add it to your Apple Wallet or Google Pay.

What happens if I get a new Android phone/iPhone/Apple Watch?

Simply remove your Simply remove your credit and/or debit cards from the Wallet or Google Pay app on your old phone, then add them to your new one.

If you've already replaced your phone, an advisor can remove them for you. To remove your debit card, please call us at 1-888-835-6281. To remove your credit card, please dial 1-888-622-2783.

What if I no longer want to use Apple Pay or Google Pay?

Simply delete your cards from the app. Your physical cards won't be affected.

Apple Pay

In the app, select the card you want to remove and tap Remove Card.

Google Pay

Next to the payment method you want to delete, select Remove (in red).

Why Google Pay? What happened to Android Pay?

Google Pay is a new name and look for existing Google payment products. You’ll still be able to pay in stores and online with Google Pay, as you did with Android Pay.

Can I use Apple Pay or Google Pay to make payments outside of Canada?

You can use Google Pay or Apple Pay to make credit card purchases outside of Canada. Debit card purchases using Google Pay or Apple Pay are only authorized in Canada.

When I add my debit card, I am asked to enter a one-time verification code. What is that? 

You will have to enter a one-time activation code to confirm your identity. The 5 minutes lifetime code is sent to the email address recorded in your file or the main cardholder's email address. You can ask for a new code if it expires.

Why is my debit card red when it was originally blue?

The current debit cards (blue) are being gradually replaced by cards equipped with the Interac Flash®  feature (red). That is why the cards are now red in Wallet.

Transactions

Bill payments

How do I make bill payments?

We offer several options for bill payments:

  1. from your online bank
  2. from the National Bank mobile app
  3. by phone at 1‑888‑483‑5628
  4. at a branch

When will my supplier get my payment?

Bill payments are processed in 1 to 2 business days. Take processing times into account when paying bills to avoid any late fees from suppliers.

Sending money

How do I send money to another person?

You can send money directly to another National Bank client or send an Interac e-Transfer® to someone with an account at a participating Canadian bank. You can transfer money through your online bank or the National Bank mobile app. Please note that fees may apply.

Find out more by reading the My online bank FAQ.

Can I transfer money to an account at another financial institution through an Interac e-Transfer®?

Yes. You can send an Interac e-Transfer® to anyone who has an account at a participating financial institution in Canada through your online bank or with the National Bank mobile app. Fees may apply.

How do I transfer funds with the National Bank mobile app using my phone?

Interac e-Transfer®

  1. Sign in to your account.
  2. Tap the menu icon in the upper left-hand corner of the screen.
  3. Select Transfers and payments, then Transfer to another person.
  4. In the Transfer to section, tap New recipient.
  5. Enter the recipient's information to add them to the list.
  6. Complete the transfer.

Transfers to other National Bank clients

  1. Sign in to your account.
  2. Tap the menu icon in the upper left-hand corner of the screen.
  3. Select Transfers and payments, then Transfer to another person.
  4. Under Transfer to, select Add a recipient.
  5. Enter the recipient's information to add them to the list.
  6. Complete the transfer.

How do I transfer funds with the National Bank mobile app using my tablet?

Interac e-Transfer®

  1. Sign in to your account.
  2. Tap the menu icon in the upper left-hand corner of the screen.
  3. Select Transfers and payments, then Transfer funds.
  4. Select To another person.
  5. Select Add a recipient.
  6. Enter the recipient's information to add them to the list.
  7. Complete the transfer.

Transfers to other National Bank clients

  1. Sign in to your account.
  2. Tap the menu icon in the upper left-hand corner of the screen.
  3. Select Transfers and payments, then Transfer funds.
  4. Select To another person.
  5. Select Add a recipient.
  6. Enter the recipient's information to add them to the list.
  7. Complete the transfer.

What is the maximum amount for transfers?

The limits for sending money are:

  • $3,000 per day
  • $14,000 per week
  • $20,000 per month

Does the person I'm sending money to need to be signed up for their bank's online services?

No, the recipient does not need to be signed up for online or mobile banking.

Can I reverse a transfer to another person?

Interac e-Transfer®

You can cancel an Interac e-Transfer® up until the recipient accepts it. If the recipient is signed up for auto-deposit, the funds will be automatically deposited and you will not be able to cancel the transaction.

If you cancel a transfer, the funds will be redeposited to your account. Note that Interac e-Transfer® fees are applied according to the terms of your account, they won’t be refunded.

Transfers to other National Bank clients

Money is sent to other National Bank clients in real-time. Unfortunately, National Bank cannot cancel nor correct payments once a transfer is sent. Please contact the recipient directly.

Will the recipient receive a notification about the transfer?

Interac e-Transfer®

The recipient will receive a notification by email or text when the Interac e-Transfer® has been sent.

Transfers to other National Bank clients

The recipient will receive a notification if you include a message with the transfer and you have entered the recipient's email.

What information is required to add a recipient?

Interac e-Transfer®

  • recipient's full name
  • recipient's email and/or cellphone

Transfers to other National Bank clients

  • recipient's full name
  • recipient's account no.
  • recipient's transit no.
  • recipient's email (if you want them to receive a notification)

Is my transfer limit the same as my ABM withdrawal limit?

No. The amount of money you can withdraw from an ABM depends on your withdrawal rating. There is a $3,000 daily limit and $14,000 weekly limit on transfers to other people.

Cheque imaging

What is cheque imaging?

This feature lets you view and download both sides of CAD and USD cheques deposited after February 1, 2011.

 You can access this feature by signing in to your online bank. For more details, please consult the My online bank FAQ.

Travel

I want to send money abroad. What information do I need?

You can send a wire transfer from any branch. Simply provide the recipient’s bank account, transit and institution number, the address of the receiving branch and the SWIFT code.

Can I use my debit card to make withdrawals at an ABM when I travel abroad?

We belong to various networks that let you use your debit card when you travel.

Within Canada

  • Use your debit card at any ABM with the Interac symbol. The network charges a $1.50 fee in addition to any fees charged by the other financial institution. You can also use your debit card to pay at stores anywhere in Canada.
  • You can access your accounts free of charge when you use ABMs with the symbol for THE EXCHANGE network. You will not have to pay a network fee or fees from the other financial institution.

Outside of Canada

  • You can use your debit card at merchants that belong to the NYCE and Maestro networks worldwide.
  • You can also make a withdrawal from your chequing or savings account at ABMs with the symbol for the Cirrus network. A $4 fee is applied by Cirrus, along with any fees charged by the other financial institution.

Will my smart card work anywhere in the world?

Smart card technology has not been adopted in every part of the world, but you will always be able to make purchases using the magnetic stripe on your card.

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Tip

Our travel credit cards include comprehensive travel insurance and a travel rewards plan.

Can I use my debit card to access my USD account?

No. Your debit card can only be used with CAD accounts.

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Tip

Travelling abroad? Be sure to read all our tips so you can make the most of your trip. 

Can I order foreign currency online?

You can order one of the currencies below for delivery to a branch or post office near you by signing in to your online bank or by using the National Bank mobile app:

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

For other currencies, please visit a branch to place an order. For more details, consult the My online bank FAQ.

Want to check today's exchange rates? Visit the Exchange rates page.

Is there a limit for online foreign currency orders?

The daily limit for online currency orders for delivery to a branch or post office is $2,000 and the cumulative weekly limit is $5,000.

How can I contact you while I am abroad?

Email:

  • Do you use online banking? Log in to National Bank online to send an email.
  • Haven't signed up yet? Use our secure form.

Instant messaging :

Monday to Friday : 9 a.m. to 8 p.m.
Saturday to Sunday : 9 a.m. to 5 p.m.
m.me/banquenationale 

 

Within Canada and the U.S.

Phone: 

Toll-free: 1-888-483-5628
Montreal area: 514-394-1427

This service is available 24/7.

 

Elsewhere

Place a collect call

If you are calling from a country that is not on the list of international toll-free numbers, dial an operator and place a collect call to 514-281-3159.

Security

My ID and chequebook were stolen. What should I do?

Call our Customer Service immediately at 1‑888‑483‑5628 (toll-free) or 514-394-5555. We can place restrictions on your account to protect it.

I lost my debit card. What should I do?

If your card is lost, stolen, used fraudulently or retained by a banking machine, call us immediately. An agent will walk you through the process.

 

Within Canada and the U.S.

Phone: 

Toll-free: 1-888-483-5628
Montreal area: 514-394-1427

This service is available 24/7.

 

Elsewhere

There are two ways to call us:

  • Call one of our international toll-free numbers
  • Place a collect call

 

Call one of our international toll-free numbers

Call the international toll-free number for the country you are calling from. Numbers are available for more than 50 countries.

 

Place a collect call

If you are calling from a country that is not on the list of international toll-free numbers, dial an operator and place a collect call to 514-281-3159.

I forgot my online bank or National Bank mobile app password. How do I sign in?

My online bank

Follow the steps in the My online bank FAQ.

National Bank mobile app (phone or tablet)

You can reset your password via the National Bank mobile app.

  1. Open the app
  2. Tap Forgot your password?
  3. Enter your card number, expiration date and your date of birth
  4. Answer the security question
  5. Choose a new password
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Tip

Make sure to choose a secure password for this profile, 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.