Frequently Asked Questions

 

FAQ - Internet Banking Solutions

1. Password, user code and two‑step validation

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.

Prefer pictures over words? Watch our demo.

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.

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.

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.

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®.

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

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.

  • 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.

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

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

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

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”.

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.

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*.

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

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.

To add a biller that does not appear in the list of service providers pre-established by National Bank, you must choose the "Manage billers or beneficiaries" option in the menu on the left. Click on "Add a biller / beneficiary", select "Other biller" from the drop-down list, and enter the required information in the fields on the screen.
 
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4. Payment

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.

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.

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 Assure Pay Tax customer service department at 1‑800‑206‑9444, Monday to Friday from 8 a.m. to 8 p.m. (EST).

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

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.

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.

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”.

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.

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.

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).

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.

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.

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

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

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.

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

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.

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.

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.

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

6. Digital deposit

A deposit made to your CAD or USD 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.

Deposited items must be issued in Canadian or US dollars and drawn on a Canadian or American financial institution. Only the following original items can be deposited with the service:

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

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.

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.

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).

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).

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

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

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

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.

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

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.

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.

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

7. National Bank 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.

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.

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

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

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.

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.

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 $400,000 per day. If you go over that limit, you can do your subsequent deposits at a banking machine or branch.

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.

At the current time, only cheques in Canadian dollars drawn on and deposited into a Canadian account are accepted for mobile deposits. For cheques in USD currency, you can use the scanner or go to the branch.To deposit cheques in foreign currency other than US To deposit cheques in foreign currency, you would need to go to a branch.

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.

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.

Here are some possible reasons:

  1. You’re using the mobile website. If so, download National Bank app from the App Store or Google Play.
  2. You haven’t accepted the consent to have cheque deposit on your mobile device.
  3. You only have an account with co-holders.
  4. You don’t have a Canadian currency account.

The app lets you sign payments, same currency funds transfers, different currencies funds transfers, Interac e Transfers, salary deposits and government remittances (Quebec and Canadian governments). The transactions you can sign are at the top of the screen when you sign in and you can access them anytime from the Transactions to sign section.

The app lets you sign transactions that require one or two signatories.

The mobile app displays only transactions you can sign, whereas the web displays all transactions.

If the “Sign” button is greyed out, it’s probably because you haven’t accepted the terms and conditions displayed onscreen. Make sure you’ve clicked the “I accept” button. This will make the “Sign” button green and allow you to sign the transaction.

All accounts that you have access to on the web platform are also available on the app.

Contact us at 1-844-394-4494 to sign up for the Exchange transactions option. You can then make transfers for any amount. If you’re signed up for the Exchange transactions option and the message still appears, call us at the same number to validate your limit.

Yes. If you have exchange contracts available that apply to the desired transactions, they’ll be displayed. You can select one of the contracts or spot rates. If you don’t have any contracts available, only the spot rate will be proposed.

Go to the bar at the top of the My Accounts screen to select the company you want to make a transaction in. Changing the subsidiary can be done only from this screen and in Transactions to sign. Use the search field under the company name to search for the company by name or number.

If you want to deposit a cheque, a message will be displayed to confirm the company you want the cheque deposited to. Before making any transaction, make sure that the company displayed at the top of the screen is the one you want.

Go to the Transactions to sign section in the left menu. You’ll see all the primary business transactions to sign. If transactions can be signed in one or more subsidiaries, a message will be displayed on the screen. Then, select the subsidiaries in the top search bar and sign the transactions pending signature.

8. Other questions

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”.

  1. Create a user in read-only mode by clicking “Administrator options” and “Add a user”. Make sure that Read-only mode is checked.
  2. Select the account(s) you want the user to access in read-only mode.
  3. Make sure the user signs in to their account initially to change the password and choose 3 secret questions. 
  4. You can now use the user code and password in your accounting software. The account data they have access to will then be transferred.

Make sure to update the read-only mode user access rights. For example, if you create a new account, the data won’t be automatically transferred into your accounting software. You will have to manually provide the user access to the new account.

Please note that not all accounting software allows data synchronization with your Business accounts.

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

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.

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

Supported browser versions are:

  • Google Chrome 44 or +
  • Microsoft Edge 12 or +
  • Apple Safari 5 or +
  • Mozilla Firefox 40 or +

For a better experience, whatever your browser preference, we invite you to update it and use its latest version.

Click on your browser and learn how to check its current version:

Click on your browser to download its latest version:

If you're having trouble with the download, consult your administrator or your company’s technical support.

1. If a problem arises, always start by reviewing the contract and the conditions that apply. Have you agreed to any terms and conditions? Are there specifications in the contract? Go to step two.
 
2. Discuss the situation with the merchant who sold you the product or service. You may be able to come to an amicable agreement. Still not satisfied? Go to step three.
 
3. Gather all the information you have accumulated (receipts, date and time of your exchanges, a copy of your correspondence with the merchant, etc.) and contact the credit card customer service at 1-844 394-4494. An advisor will help you analyze the situation in order to begin the process.
 
4. Following your request, a dispute form will be sent to you and must be completed according to the instructions indicated. Be sure to attach the supporting documents, according to the instructions on the form, as they will be crucial in making a decision on your request. Return the dispute form within 5 days.
 
The information provided will allow the bank to create your file in order to start the dispute process with the merchant. It is important that all supporting documents be presented to increase the chances that your request will be accepted. Failure to provide the Bank with all the required documents or information could result in the refusal of your request.
 
5. Following the analysis of your file, if your request is accepted, a refund will be charged to your credit card account. If your request is refused, a letter will be sent to you.
 
 
 
Important: The time frame and the date of the events are crucial when dealing with a dispute.

FAQ - INTERAC eTransfer

1. Security

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.

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.

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.

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.

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.

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

To send an Interac e-Transfer, the limit is $5,000 daily and $25,000 weekly for businesses.
To receive funds, there is no daily, weekly or monthly limit. However, you can receive a maximum of $25,000 per transaction.

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

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

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.

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

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

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.

It's free!

Not yet, but it will soon be available.

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.

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.

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.

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

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.

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

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.

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

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.

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.

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.

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

You sure can!

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.

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.

The first 5 administrators of the company, if applicable, receive an alert when a recipient is added or modified. This alert is sent by email or text message, depending on the preferences entered in the administrator's profile. This measure was implemented to increase the security of the Interac e-Transfer service.

You can manage the administrators who receive alerts in Internet Banking Solutions for Businesses.

To do so:

  1. Click Administrator options
  2. Under the section Others, click Manage alerts
  3. Find the A recipient has been added or modified alert and click Modify in the Actions column
  4. Change the recipients of the alert in this screen

You must enter at least one recipient of the alert, and a maximum of 5.

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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*Fees are applicable.

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