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Icône FAQ
Icône FAQ
Icône FAQ
Icône FAQ

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 new online bank.

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 1-888-483-5628. 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 new online bank?

Not yet. Your new 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 new online bank?

To sign up to your new online bank, go to the sign-in page. Then click It starts here 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 new 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 at telnat@bnc.ca 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. Contact us at telnat@bnc.ca or fill out the form on the Help and contact page from the left-hand menu.

To lower your withdrawal limits determined by the Bank, go to the Preference tab in My profile section.

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 from your online bank and get them delivered at home.

Go to the Overview section and select the account you want to order cheques for. Click Order cheques in the Options tab and 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 new 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 1-888-483-5628.

Sign-in

Why do I receive a validation code by email every time I sign in to my new 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.

I forgot my password. How can I sign in or reset it?

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

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 new online bank?

To sign in for the first time, go to the usual online banking sign-in page and open a session. If you get an invitation to sign-in to the new online bank, simply follow the steps to create a new profile.

To sign in and make transactions in the future, access your online bank from app.bnc.ca. Bookmark it!

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 1-888-483-5628. 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.

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, email us at telnat@bnc.ca or fill out the form on the Help and contact page from the left-hand menu. Otherwise, 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, email us at telnat@bnc.ca or fill out the form on the Help and contact page from the left-hand menu, or else, 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

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 supplier or a bill?

Click Bills in the left-hand menu, then click Add a bill at the right of the screen and 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.

Email us at telnat@bnc.ca or fill out the form on the Help and contact page from the left-hand menu.

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.

Email us at telnat@bnc.ca or fill out the form on the Help and contact page from the left-hand menu.

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 new online bank? 

Epost is not yet available on your new 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 new 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 can I send money to a National Bank client?

First, click Send from the left-hand menu, then select a recipient on the Send money page and the follow the instructions to complete the transaction.

How do I make an Interac e-Transfer®?

First, click Send from the left-hand menu, then select a recipient on the Send money page and follow the instructions to complete the transaction.

Is there a fee to send money?

Transaction fees for an Interac e-Transfer® and sending money to a National Bank client are included in your banking package.

However, if you don’t have a package or have already exceeded the number of transactions for your package, transactions will be charged individually.

To avoid additional transaction fees, please ensure your package is adapted to your needs.

How do I cancel an Interac e-Transfer®?

Go to the Transfers tab from Overview in the left-hand menu. Filter by Pending. Choose a transfer and click Cancel. Then, follow the instructions to recover the amount sent.

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.

Please note that Interac e-Transfer® transaction fees are non-refundable. To avoid additional transaction fees, please ensure your package is adapted to your needs.

How do I get money back from a refused Interac e-Transfer®?

To access refused transfers, select the Pending status from the Money sent tab in Overview from the left-hand menu. Click the refused transaction and follow the instructions to recover the money into your account.

How can I receive an Interac e-Transfer®?

When you receive the email or text message from the Interac e-Transfer® sender, follow the instructions to accept the transfer and deposit the money into your account.

Make sure to have the correct answer to the security question on hand. After 4 unsuccessful attempts, you will no longer be able to accept or reject the Interac e-Transfer®.

Manage my Mastercard credit cards 

How can I increase my credit card limit?

The credit limit increase feature is not yet available on your online customer center. 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 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.

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 a payment on the principal?

The feature to make a payment on your principal 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.

First, click on your mortgage account to open the details, then click Pay off my mortgage faster and follow the instructions.

National Bank App

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

We started rolling out our new email sign-in method with the latest version of the National Bank app.

Smartphone

If you use the National Bank app on a smartphone, the app will update automatically.

Tablet

If you use the National Bank app on a tablet, you’ll have to manually update the app when a new version becomes available on the App Store or Google Play.

Why can’t I sign in using the latest version of the National Bank app?

We're enhancing the security of the National Bank app by introducing email sign-in. This new sign-in method is being rolled out gradually.

Make sure you’ve created your profile in your online bank

If you’ve already signed up for the new online bank, enter your email and password to sign in.

Haven’t signed up for the new platform yet?

On the app sign-in page, click Sign up to create a 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.

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Tip

The easiest way to sign up is by using your National Bank credit card. Simply make sure you have your card to hand and follow the instructions.

Why doesn’t Touch ID work on the latest version of the app?

Touch ID is still available for National Bank app, but you need to set it up again after the app is updated. This option may not have been offered to you when you first signed up.

Not signed up yet?

Tick the Remember me box. The app will ask if you want to activate Touch ID. This feature makes it easier to sign in next time.

Already signed up?

Open the app, tap My settings in the menu and then tap Touch ID to enable the feature.

Why do I need a validation code to sign in to the app?

Security was added to the National Bank app to better protect your account.

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 not to tick 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 choose to receive the validation code by text message by entering your phone number as your security number in the My Profile section of your online bank.

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

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

To access your online bank or to sign in to the National Bank app using the new method, you’ll need 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 secure 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 1-888-483-5628. We can help.

Magic wand tip icon

Tip

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

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.