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  Frequently Asked Questions

 

FAQ - Internet Banking Solutions

1. Password, user code and two‑step validation

1.1 Forgotten password

If you’ve forgotten your password, you can try entering it five times before you’re locked out of your account for security reasons. To avoid this, instead please click the “Forgotten password?” link and follow the instructions.

1.2 Forgotten user code

If you’ve forgotten your user code, please contact your Internet Banking Solutions for Businesses administrator.

If you’re an administrator, please contact National Bank Business Central® at 1‑844‑394‑4494.

1.3 How do I reactivate a password or a suspended user code?

If you’re a user with a suspended user code, please contact your administrator. They will generate a temporary password by clicking on “Administrator options” and then on “Manage users”.

If you’re an administrator, please contact National Bank Business Central® at 1‑844‑394‑4494 Monday to Friday from 7 a.m. to 8 p.m. (EST) to reactivate your user code.

1.4 What’s two‑step authentication?

It’s an added layer of security that’s required when you connect to your Internet Banking Solutions for Businesses if:

  • You connect with an unrecognized device (computer or mobile device other than the one you usually work on)
  • You connect for the first time after making changes to your profile

In addition to your password, you will need to enter a one-time verification code that will be sent by email or text message according to your preferences.

1.5 Why do you need my email address and/or cellphone number?

This information is required to benefit from the new two‑step authentication security feature. Without it, when you sign in from an unrecognized device, you will have to contact the National Bank Business Central®.

1.6 Why are you implementing a new security feature?

We want to maintain our high level of security, and this measure aims to strengthen the security of your account.

1.7 Does this mean that National Bank of Canada's online banking site was not secure anymore?

National Bank of Canada has always committed to the highest standards of security. The Two‑Step Authentication is an additional layer of security, like a second lock on your online account.

1.8 What can I do if I don’t get the verification code by email or text message?

  • If you’re a user, you will need to contact your administrator.
  • If you’re an administrator, you will need to contact National Bank Business Central® at 1‑844‑394‑4494.

1.9 Where can I add my email address and/or cellphone number?

In your Internet Banking Solutions for Businesses session, at the top right corner under the option “My profile”.

1.10 Why does a pop‑up appear on my screen at login?

With two‑step authentication, you must enter your email address and/or cellphone number. This message is to remind you to complete your profile.

1.11 How do I generate a verification code for a user?

To generate a user verification code, go to the Administrator Options page and select “Manage users”. Find the user in the list and click on “Generate a verification code” next to the user name.

2. Account summary

2.1 How do I add an account with the Internet Banking Solutions for Businesses service?

To add an account to your business profile, your business' administrator must submit a request by clicking on “Administrator options” and then on “Manage accounts and other billers”.

2.2 The hyperlink to access the image of a cheque, which is debited from my bank account, is not available. Why?

Manually cleared cheques and certified cheques are not processed through the Bank's automated compensation systems; therefore no image exists for these items. In consequence, the hyperlink to access the image of these cheques is not available either.

2.3 When I click the hyperlink to the image of a cheque, which is debited from my bank account, the image is not available. Why?

The image of a cheque, debited from your bank account, is not available if it is a cheque that has cleared before February 1, 2011, or if the cheque was too thick, folded, torn, wrinkled or too dark (illegible). However, if you would like the image of the cheque in question, please submit your request at your branch*.

2.4 Do I use the date of compensation or the date of issuance when searching for a cheque which is debited from my account?

When you search for a cheque that is debited from your account, you should always specify the date of compensation in the range of dates requested.

3. Suppliers

3.1 Where can I find the list of suppliers eligible to receive electronic payments?

The detailed list of private and public suppliers accepting electronic payments is accessed by clicking on “Manage billers/beneficiaries” and then on “Add biller/beneficiary”. In the scroll down menu, select “Biller”. The companies already registered on the site will then be displayed in alphabetical order.

3.2 How to add a biller that is not already on the predefined list of billers?

To add a biller that does not appear on National Bank’s predefined list of billers, please choose the option “Manage billers/beneficiaries” in the menu to the left. Click on “Add a biller/beneficiary”, select “Other biller” in the drop down list and populate the required information.

4. Payment

4.1 I initiated a payment but the funds have not yet been debited from my account. Why?

Be sure to check the status of your transaction. It is possible that you do not have the right to sign a payment and your transaction is therefore “Pending Authorization” with a “To Sign” status. It is very important to do both steps.

There may be a delay of up to three (3) hours between the final signature of a payment and the debit to your bank account. This rule does not apply to post‑dated payments.

4.2 How can I modify or delete a payment?

It is important to note that only payments which are “To sign” or "Pending (post dated)” can be modified or deleted. Click on the option “Transaction update” or “Transactions to sign” then click on the appropriate action button next to the payment. A payment which is “Pending (post dated)” can be modified or deleted until 11:59 p.m. (EST) the day before the due date.

4.3 What should I do if I have questions regarding my government remittances?

When you have questions regarding transactions made through the “Government remittances” option, please contact National Bank Business Central®.

When you have questions regarding transactions made through the “Government remittances – Outside Quebec” option, please contact Can‑Act's customer service department at 1‑800‑206‑9444, Monday to Friday from 8 a.m. to 8 p.m. (EST).

4.4 If I make several payments at once, will the amount be debited for all or each of the payments made?

When making several payments in one operation, in your account statement you will see one debit for each payment made and not the total of all the payments.

5. Electronic account statements and cheque image remittance documents

5.1 What is a cheque image remittance?

The cheque image is created by the Bank in accordance with the rules of the “Payments Canada”  to be used for settlement and clearing. The cheque image can be treated and used as if it were the original paper cheque. The cheque image created is an “official image” in terms of the law, and accordingly, it is admissible as evidence just like the original paper cheque.

We will provide you with images of both sides of your issued cheques which have been compensated and settled through the Canadian banking clearing system. The official image of your cheques replaces your original paper cheques. If you received your original cheques with your monthly statement, it is the images of those cheques that you will henceforth be receiving.

5.2 Which accounts are eligible for online documents?

Bank statements and cheque image remittances will be available online through Internet Banking Solutions for Businesses for all your CDN$ and/or US$ current accounts, as well as your CDN$ Business Investment accounts.

5.3 I would like to continue to receive my bank statements and cleared cheque images by mail; what are the fees involved?

You will be able to continue receiving your documents by mail for a fee, per statement. For more information on applicable fees, please see our “Fee Guide – Banking Services for Businesses”.

5.4 How can I change the delivery method of my bank statement and cheque image remittance?

You can change your preference for the delivery method of your documents at any time during an open session of the Internet Banking Solutions for Businesses. For more information on this topic, see the “Help Center” available in the upper right hand corner of your screen. Please note that you will automatically receive your documents online for any new current account and business investment account added to your online banking profile. However, if any account is removed from your online banking profile, the documents will then be sent by mail for a fee, per statement.

5.5 Will I be able to access to the Bank’s document archive? How long will the documents be archived?

You will be able to access up to 7 years of the Bank’s document archive containing the bank statements and cheque image remittances for any of your current or business investment accounts available online. The full archive will be built over time and will begin with the bank account statements and cheque image remittances issued as of April 15, 2016.

5.6 Why do I have to subscribe to the Internet Banking Solutions for Businesses to obtain my bank account statement in electronic format instead of just receiving it by email from my Bank?

Since email is not necessarily a secured means of communication, the Bank must ensure that your bank account statement is available on a secure platform. It is the only way to ensure your privacy and the safety of your information. The Internet Banking Solutions for Businesses answers all those criteria:

  • A 128‑bit encryption system (mandatory);
  • Enhanced security measures to block access to your accounts while logged in from an unrecognized device (mandatory);
  • An additional security feature that makes it impossible to access your accounts without the SecurID passkey (optional).

5.7 What tools will I need to be able to access my bank statements and cheque image remittances through Internet Banking Solutions for Businesses?

In order to access your documents online, Adobe Reader must be installed on your workstation. You can download this software for free from the Adobe website.

5.8 How can I access my bank statements and cheque image remittances?

To access your online documents, simply click one of the options available under “Account statement/cheque”. You will be able to view the available documents, submit a request to download any or all documents, as well as retrieve the downloaded documents.

5.9 Will I receive notification by email or SMS when my bank or cheque image statement is available?

You will not receive notification that your new bank statement and cheque image remittance is available. The documents will automatically be available online.

5.10 Can I print or save my bank statements and cheque image remittances on my workstation?

Yes, it is possible to print your documents and save copies to your computer.

5.11 Can I download several bank statements and cheque image remittances at the same time? Is there a limit to the number of files I can download?

You can request to download several PDF files at once. There is no limit to the number of files you can download at the same time.

5.12 Can I activate an alert to let me know when my download request has been processed?

You can activate an alert that will inform you once your download request has been processed and is ready to be retrieved.

5.13 As the Internet Banking Solutions administrator for my company, how can I give other users access to online documents for an account?

For other users in your company to be able to view and download bank statements, you will need to assign them access rights to view the selected account. To grant access to cheque image remittances, simply assign access rights to view cheque image requests under “Other Services”. If the user already has access to view a bank account and the cheque image requests, they will automatically be given access to online bank statements and cheque image remittances for this account.

5.14 How can I display links to your account statements?

If you are using Internet Explorer 11 and if you want to visualize the links to your account statements, you need to click on the button “Tools” of your browser and go to “Display and compatibilities parameters”. You need to uncheck the boxes “Display websites” in “display compatibilities” and “Use Microsoft compatibilities list” and click on “Close”. You will then be able to see the dates in blue. Click on them and consult your account statement.

5.15 Why do I not physically receive my cheques anymore (paper version)?

Cheques you issue can be photocopied at a different financial institution and will never be returned physically. These remain in the hands of the beneficiaries and are exchanged between the banks in CRD (Check Replacement Document) format; which often results in a photocopy with a lower quality resolution.

5.16 Why is the quality of cheque images sometimes lower?

The image quality of cheques that are deposited digitally varies according to the device used.

6. Digital deposit

6.1 What is a digital deposit?

A deposit made to your CAD account by scanning a cheque (item), with the help of a scanner, and transmitting the image through the Digital Deposit option in Internet Banking Solutions for Businesses, in accordance with Payments Canada regulations for payment clearing and settlement. The scanned cheque image has the same official legal status as the original cheque.

6.2 What items can be deposited online to a CAD account using the Digital Deposit option?

Only the following original items (in Canadian dollars and drawn on a Canadian financial institution) can be deposited:

  • Cheques
  • Certified cheques (not perforated)
  • Bank drafts and money orders
  • Traveller's cheques (unless issued by Thomas Cook)

6.3 Does the cheque need to be endorsed by the customer and the Bank?

The virtual endorsement generated by the system is in lieu of a physical bank endorsement and the customer endorsement is not required for an item deposited digitally.

6.4 How long do I need to keep original cheques for?

You must securely store each original item for 15 days following the deposit date, and then destroy it. After destruction, the original item must no longer be accessible.

6.5 Is it safe for my documents to be sent online?

It is totally safe to receive bank statements and cheque image remittances online. We've put safeguards in place to ensure the confidentiality and security of your information while using Internet Banking Solutions - Businesses. These include:

  • A 128‑bit encryption system;
  • Enhanced security measures to block access to your accounts while logged in from an unrecognized device;
  • An additional security feature that makes it impossible to access your accounts without the SecurID passkey (optional).

6.6 When can I deposit cheques remotely?

You can make cheque deposits 24 hours a day, 7 days a week. For same‑day electronic deposits, cheques must be deposited on the business day before 9 p.m. (EST).

6.7 What can I do with cheques that cannot be deposited using the Digital Deposit service?

To deposit an item that cannot be deposited using the service, you must go to a branch or ATM.

6.8 Is there a limit to the amount I can deposit each day?

There is a limit to the amount that can be deposited remotely based on your business profile. Certain restrictions apply.

6.9 Where should I store cheques that have been scanned and deposited to my account?

You must keep and secure the originals of all deposited items in a safe place that can only be accessed by your Staff Members.

6.10 When will funds deposited remotely become available?

Just like cheques deposited at a branch or via an ATM, cheques deposited remotely are subject to the deposit/withdrawal limits applicable to your account. To change your deposit/withdrawal limit, please contact your account manager. The terms and conditions of access to funds are set out in our Access to Funds Policy and apply to digital deposits.

6.11 Where can I get a scanner?

You can purchase a scanner from our recommended supplier or a supplier of your choice.

6.12 How do I install a scanner?

1. Install the scanner driver. Paystation can provide technical support as needed.

2. Connect the USB cord (once installation is complete).

3. The indicator light will be red, which means the scanner is in sleep mode.

4. Consult the Internet Banking Solutions for Businesses Help Centre for more details.

6.13 How do I use the scanner?

1. Remove any staples or paperclips and make sure that the corners are not folded, which can cause scanning problems.

2. Organize the deposit items and ensure the edges are lined up and facing the same way. Sort them by size to prevent any errors.

3. Place the cheques in the scanner and align them with the mark on the scanner. The indicator light will turn orange and the cheques will be fed automatically into the scanner.

6.14 Do I need to clean the scanner?

Yes. You should clean the scanner according to the manufacturer’s instructions to maintain the quality of scanned images.

7. NBC mobile app

7.1 How much will it cost to use your new app?

The mobile app is free! However, to use it, you need to sign up for our Internet Banking Solutions, which are included in all Business packages. For more information, consult the Banking Services for Businesses Fee Guide.

7.2 Why do I need access to Internet Banking Solutions for Businesses to use the mobile app?

Our mobile app is an additional way for you to connect to our Internet Banking Solutions and your existing profile. Therefore, you need to sign up to use this service.

7.3 Why is the app only available for smartphones and not for tablets?

We've chosen to make the app available for smartphones because they're the device used most by our clients.

7.4 Which accounts can I make deposits in?

You can make deposits into the same transaction accounts you already use with our Internet Banking Solutions, except for joint accounts.

7.5 What’s the cut‑off time for making a same‑day deposit?

You can deposit cheques until 9 p.m. (EST) on business days and they’ll be processed the same day. Cheques deposited after that time will be processed the next business day. Note that a deposit is always made in real‑time. It’s the deposit date that changes according to the cut‑off time.

7.6 When will funds deposited remotely become available?

Just like cheques deposited at a branch or via an ATM, cheques deposited remotely are generally subject to the deposit/withdrawal limits applicable to your account.  The terms and conditions of access to funds and the peculiarities of digital deposits are set out in our Access to Funds Policy. To change your deposit/withdrawal limit, please contact your advisor.

7.7 Are there any deposit limits?

The app allows you to deposit one cheque at a time (which means you have to redo the process for every cheque). The limit is $100,000 per day. If you go over that limit, you can do your subsequent deposits at a banking machine or branch.

7.8 What can I deposit with the app?

By using the app, you can deposit cheques, certified cheques, money orders, and bank drafts as well as travellers cheques (other than Thomas Cook). However, the items must be in Canadian dollars and drawn on a Canadian financial institution.

7.9 Can we deposit US$ cheques?

At the current time, only cheques in Canadian dollars drawn on and deposited into a Canadian account are accepted. To deposit cheques in foreign currency, you would need to go to a branch.

7.10 Why do I need to keep the cheque if I received confirmation that the deposit was accepted?

We want to make sure your deposit amount has been transferred into your account and that all the control procedures have been completed before you get rid of the original cheque. That's why the deposit confirmation indicates a date so you know exactly how long you need to keep the cheque. It enables us to make sure we can assist you efficiently and give you access to your deposit amount as quickly as possible.

7.11 What should we do with the original cheques?

At the current time, only cheques in Canadian dollars drawn on and deposited into a Canadian account are accepted. To deposit cheques in foreign currency, you would need to go to a branch.

7.12 I can't access the app. Why is this?

The first version of our app can only be used if you have only one company.

7.13 Why isn’t the application available to multi‑entity clients?

The first version of the application is only available to clients with a single company, no subsidiaries and fewer than 25 accounts. We made this choice because the majority of our clients fall into this category. We will be adding more options later, so check back for future updates.

8. Other questions

8.1 How can I add new users to my company profile?

If you are the administrator, you can add new users and assign their access rights by clicking on “Administrator options” and then on “Add a user”.

8.2 Is the balance I see on my line of credit account, the balance available or the balance used?

The balance you see is the balance already used on your line of credit.

8.3 How can I print only one section of my account statement?

To print a specific section of your transactional history, use the search option to target a date range, type of transaction or amount, and print the results.

8.4 What version of Adobe® Reader® do I need to be able to view my cheque images?

Your computer must have access to version 5 or more, of Adobe Reader, to be able to view the images of your cheques.

8.5 Which web browsers are supported by National Bank’s Internet Banking Solutions for Businesses?

To use our Internet banking solutions you must have one of the following supported browsers: Internet Explorer 10 or later, Edge, Google Chrome 35 or later, and Mozilla Firefox 32 or later.

FAQ - INTERAC eTransfer

1. Security

1.1 Is it secure?

Yes, the Interac e‑Transfer service is secure. The security question and answer ensures only the recipient can deposit the funds. Rest assured that National Bank has taken measures that meet the industry standards to protect you against online fraud.

1.2 What happens if the recipient answers the security question incorrectly?

After four unsuccessful attempts, the recipient will no longer be able to receive the transfer. You'll receive an email indicating that the recipient did not answer the question correctly. The email will also indicate how to retrieve and deposit the funds back to your account. 

1.3 Why do I need to give my consent to carry out a transfer? 

By giving your consent, the company agrees to carry out this type of transaction. In addition, this step helps you understand the terms of use and also shows you the email address that Interac will use to communicate with you and your users, as well as your preferred language.

1.4 How do I give my consent?

You can give your consent online on Internet Banking Solutions for Businesses (this feature is not yet available for mobile devices). You can give your consent via the administrator profile when you send or receive a transfer and when you grant your users Interac recipient management rights. Once you've given your consent on Internet Banking Solutions for Businesses, you'll be able to carry out transfers using the mobile app. 

1.5 Who can consent?

Only company administrators can consent. Not all administrators' consent is necessary. The consent of an authorized administrator is required to carry out transfers. To consult the rules for using this feature, read the Interac e‑Transfer section when you log into Internet Banking Solutions for Businesses.

1.6 Has the signature procedure changed for Interac e‑Transfer?

No, the signature authorization structure has not changed for Interac e‑Transfer. If you only want to sign the transaction, you can do it on Internet Banking Solutions for Businesses.

2. Transactions using Interac e‑Transfer

2.1 What are the maximum amounts (daily, weekly, monthly) that can be transferred via the Interac e‑Transfer service?

The limit is $3,000 daily, $10,000 weekly and $20,000 monthly for companies sending funds and $70,000 weekly for receiving funds. The different limits can be seen when the transfer is carried out. 

2.2 What are the fees for sending Interac e‑Transfer?

For more information, consult the Banking Services for Businesses Fee Guide.

2.3 Is the Interac e‑Transfer service available at all times?

It sure is! It's available 24/7 - including holidays! 

2.4 What day is the deposit posted on?

The funds are available in the account as soon as the recipient accepts the transaction, but if the funds are accepted after 9 p.m. (EST), during the weekend or on a holiday, the transaction will only be visible the following business day.

2.5 What is Autodeposit?

It's when funds are deposited directly into an account without having to accept the transfer and answer the security question.

2.6 What's a money request?

It's a request sent to a service provider or third party to transfer funds via the Interac e‑Transfer service. 

2.7 Can I respond to a money request?

You can respond to the request by carrying out an Interac e‑Transfer. You'll receive a message from Interac informing you that a requestor has sent you a money request. By clicking on the hyperlink in the message from Interac, you'll be able to accept or decline the request. If you accept, a transfer will be generated and sent. Be sure to complete the transfer information correctly because the money will be deposited directly in the requestor's account, and you will not be able to cancel the transaction. 

2.8 Is there a fee for responding to a money request?

It's free!

2.9 Can I set up a money request?

Not yet, but it will soon be available.

2.10 How much time do recipients have to accept a transfer?

Recipients have about 30 days to accept the transfer. After that, they can no longer accept the funds. You'll receive an email notifying you that a transfer was not completed and to deposit the funds back to your account.

2.11 How are recipients notified of a transfer they will receive?

Recipients will receive an email from the Interac e‑Transfer service informing them of a transfer. If, after a certain time, the recipient still has not accepted a transfer, you can send a reminder via Internet Banking Solutions for Businesses.

2.12 Can I cancel a transfer?

You can cancel a transaction if the recipient has not yet accepted the funds. The cancellation will be visible in the transaction history, and the status will display as cancelled.

2.13 Is there a fee for cancelling a transfer?

For more information, consult the Banking Services for Businesses Fee Guide.

2.14 What is the difference between cancelling and deleting a transfer? 

A transfer can be deleted if it has not yet been sent to the recipient, if it is waiting to be signed, or if it is postdated. A transfer can be cancelled if it has been sent to the recipient but not yet been accepted. Fees apply only for cancellations.

2.15 Can I track a transfer?

Of course! You'll find all your transactions in Transactions update on Internet Banking Solutions for Businesses.

2.16 Can I carry out the same Interac e‑Transfer service transactions via mobile app as I can on the Internet? 

You can carry out the same transactions via mobile app except the signature procedure, consents, reminders and transfer management (delete, cancel and modify). Those actions can only be carried out via Internet Banking Solutions for Businesses.

2.17 Why am I directed to the Personal Internet Banking Solutions page when I click on the National Bank logo?

It's because it's the first time you're accepting this type of transfer. To go to the Commercial Banking page, simply choose “National Bank – Business” from the drop‑down menu on the Interac page. The next time, you'll be able to click directly on the National Bank logo since the Interac e‑Transfer service will recognize that you want to access the commercial site. 

3. Account management

3.1 Why can't I carry out an Interac e‑Transfer between my accounts?

A transfer cannot be accepted by a recipient who has, for the same financial institution, an email address that's identical to that of the sender. You can use the same email address with other financial institutions without any problem.  

To carry out transfers between your National Bank accounts, we recommend using the “Transfer” option.

3.2 Can I carry out Interac e‑Transfer from any of my accounts?

You can carry out Interac e‑Transfer from any available accounts you can already access via the dropdown menu on the transfer creation screen. To add new Canadian accounts, the authorized administrator must click on “Manage my accounts” in the administrator's option and complete the online request.

3.3 Can I send transfers to Personal Banking recipients?

Yes, that's not a problem. Simply add a Personal Banking recipient first and then select that person as the recipient to send an e‑Transfer.

3.4 Will the user rights in “Payment” apply to Interac e‑Transfer? 

Absolutely! Once consent is given, the user rights under the “Payment” option will be applied for Interac e‑Transfer rights. 

3.5 Can I accept transfers from a Personal Banking recipient?

You sure can!

3.6 What are the conditions for deleting a recipient?

You can delete a recipient if there's no transfer pending for him or her and if there's no transfer in progress or waiting for the recipient's response.

3.7 What are the impacts of modifying a recipient's information?

You can modify a recipient's information, except the security question, anytime. The changes will apply immediately to all new transfers. If you make a change to the security question and the secret answer, the change will impact all transfers, whether they have already been sent or are waiting to be sent to the recipient.    

3.8 Why do I have to create my question/answer when I add a recipient?

It's for your convenience! When you create a recipient, your question/answer will be registered automatically. That way, you won't have to repeat this step for each transfer to that recipient. We recommend to avoid special characters and using the language chosen for communicating with your recipients.

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