Steps Taken

Peace of Mind Guarantee

In the highly unlikely event that an incident of fraud is committed through Internet Banking Solutions, you will be reimbursed for 100% of any amount you lose, provided you followed the security measures provided by the Bank. It’s guaranteed1 and it’s free! You can bank online securely and with confidence thanks to our Peace of Mind Guarantee, which protects your interests.

Other security measures

National Bank takes measures to combat online fraud that meet industry standards. In addition to the usual precautions, it uses various sophisticated systems and methods to safeguard the confidentiality of your personal information when you carry out transactions through Internet Banking Solutions.


24/7 monitoring systems
Our detection systems and advanced techniques run day and night, so that action can be taken quickly if a suspicious or unusual situation is detected.


Security and fraud prevention team
A security and fraud prevention team works tirelessly to protect your electronic transactions and establish anti-fraud systems and techniques.


Enhanced Security when you log in
Deployment of robust fraud-prevention measures, such as Enhanced Security, protecting you from possible fraud attempts.

Confidentiality policy

At National Bank, we have always made it a priority to protect your personal information.

As part of our ongoing efforts to ensure that your rights are fully respected, we have developed confidentiality policies and procedures aimed at protecting your personal information. Our commitment to privacy is an integral part of our Code of Professional Conduct, to which all Bank employees must strictly adhere.

To learn more about our privacy practices, consult the details of our Confidentiality policies.

What you should do

We also remind you to take the necessary steps to ensure that your equipment (personal computer, mobile phone, etc.) is secure when you are carrying out transactions on the Internet. Be sure to read useful tips in the Protect yourself from fraud section.

To enjoy the benefits of Internet Banking Solutions and the Peace of Mind Guarantee, you agree to follow the terms and conditions of the National Bank Agreement Governing the Use of Automated Services and Electronic Banking Solutions.


1 The Internet Banking Solutions Peace of Mind Guarantee applies to clients who, upon checking, discover that they have been victims of fraud and agree to cooperate in the investigation into this fraud. This Guarantee applies only to unauthorized transactions carried out through Internet Banking Solutions and covers only the amounts lost as a direct result of those transactions.

Fraudulent wire transfer requests (CEO wire transfer scam)

Understand it

The CEO wire transfer scam involves a fraudster impersonating a senior executive at your company and asking one of your employees to carry out a wire transfer for a large, urgent, and—most of all—confidential transaction. The fraudster may also use different identities (e.g., lawyer, notary) in order to make the transaction seem more legitimate.

Recognize it

Indicators of a CEO wire transfer scam:

  • The wire transfer request is urgent and/or confidential.
  • The transfer has to be completed the same day (e.g., before 3 p.m.).
  • The wire transfer request is received towards the end of a regular workweek.
  • The beneficiary of the wire transfer is a company that you have never done business with.

Protect yourself

Being vigilant will help attempted fraud to be quickly detected. Some preventive measures:

  • Implement an internal procedure for handling requests with similar indicators to those above.
  • Establish verification, validation in person, and multiple signatory procedures for wire transfers.
  • Pay special attention during vacation periods; companies tend to receive more fraudulent emails during these times.

If you have been or suspect you have been  a victim of fraud, contact us as soon as possible at 514 394-5555 or toll free at 1 888 4-TELNAT (1 888 483-5628).

For more information, refer to our Report an incident of fraud page.

Phishing (e-mail and text scams)

Understand it

Phishing is a technique where dishonest individuals send out e-mails to try to obtain personal information about people.

Phishing scams can also be sent via text message; such scams are known as SMS phishing or smishing. The same recommendations apply as for e-mail phishing.

Recognize it

Users of online commercial sites, payment organization sites and financial institution sites may all be the target of this practice. The messages contained in scam e-mail look like they originate from recognized sources. Moreover, the websites used by phishers are generally very good at imitating legitimate sites whose logos users readily recognize.

Here is an example of a scam e-mail:


Want to know more about phishing? Visit the E-mail Fraud/Phishing  section of the Canadian Bankers Association website.

Protect yourself


Do not reply to these e-mails or text messages.
Be careful: if you receive an e-mail or text message that seems to come from National Bank or MasterCard asking you to provide personal information or notifying you that you will be receiving a transfer of funds from someone you do not know, delete it. It’s probably a scam.


Never click on hyperlinks
Whether it’s an e-mail referring to contest winnings or any other alleged urgent reason, never click on hyperlinks, and don’t copy and paste them into your browser.


Don’t provide the requested information for any reason
Neither National Bank nor MasterCard ever use this method to ask for your personal or banking information, such as credit card numbers, passwords or your mother’s maiden name.


Secure your equipment
Remember that it is essential for you to protect your computer by installing suitable protection software, and keeping it up to date automatically, including anti-virus, anti-spyware and firewall software, so as to bank with confidence.


If you think you have been the victim of fraud, contact us
If you have any suspicions, consult the Report an incident of fraud section and call us at 1-888-4-TELNAT (483-5628) or 514-394-5555.


Understand it

Malware means a program or software designed to enable unauthorized persons to access a system to disrupt its operations or to change or steal data.

Recognize it

Malware can be difficult to detect, as it generally does not appear on the list of installed programs. It can be installed inadvertently and cause damage without our knowledge, as it is similar in appearance to pages we are used to viewing. It can be installed inadvertently by downloading certain free software in which it resides, by visiting certain websites or via peer-to-peer file-sharing.

You may have malware on your system if:

  • Your equipment is performing more slowly than usual or seems less responsive.
  • You are automatically redirected to a page whose address you did not enter into your browser.
  • You are constantly bombarded with pop-up advertisements.
  • A new page suddenly appears, asking you to provide personal or financial information for authentication, which is not normally the case. You may also notice a suspicious or unusual formulation in the new request.
  • New tools or icons suddenly appear in your Internet browser, or the settings for your homepage change.
  • Your equipment crashes or freezes more frequently.
  • For a mobile device, you may notice unusual text messages or a sudden drop in the lifespan of your battery

How to protect yourself

Malware is practically invisible, and can be reactivated at any time. To prevent any problems:


Avoid downloading any documents or applications from unfamiliar or suspicious sources.


Only do business with trusted sites. You should contact the provider if, while visiting a trusted website, you encounter a new situation or notice changes in your usual procedures, without having received any prior notice of such change. You should also contact the provider if you are asked unusual or strange questions. Also, you should immediately contact one of our TelNat representatives at 514 394-5555 or at 1 888 TelNat 1 if you notice anything abnormal while using our Electronic Banking Solutions. If you have any doubts whatsoever, you should never hesitate: prevention truly is better than cure, so you should always be on the lookout!


Install anti-virus and anti-spyware software.


Install a firewall.


Run the automatic update and clean up features of your computer.


Regularly verify bills from your telecommunications supplier to detect any unusual activity.

Identity theft

Understand it

Identity theft is on the rise. Unlike other types of fraud, identity theft can occur whenever a criminal gains access to a person’s means of identification, regardless of whether the victim is aware of that access. This information could be obtained if the victim's wallet is stolen or by using malware to unlawfully capture information on a computer, smartphone, or another device.

Recognize it

  • You stop receiving certain account statements in the mail.
  • You now have trouble accessing credit.
  • You receive bills for purchases you didn’t make.
  • You receive visits or calls from collection agencies demanding payments from you.

How to protect yourself


When choosing a password, avoid using information such as your date of birth or the last digits of your social insurance number (SIN) or phone number, as these can be easily discovered.


Do not give out personal information on the phone, over e-mail or on the Internet, unless you are the one who initiated the contact or you know the person with whom you are doing business.


Never save passwords or personal information on your equipment.


Only give out your SIN if you have no other choice. Whenever possible, provide another piece of ID.


Do not carry your social insurance card on you. Instead, keep it in a safe place.


Before providing any personal information, find out how it will be used, and whether it will be shared with any third parties.


Activate the automatic locking function on your equipment, so that you have to enter a password to use it.


Pay attention to your billing cycles. Follow up with creditors if your bills don’t arrive on time.


Guard your mail. Deposit outgoing mail in postal boxes or at a post office. Promptly remove incoming mail from your mailbox after delivery. If you move or change your mailing address, be sure to have your mail forwarded.


Use passwords for your credit cards, your bank accounts and your electronic devices (cell phone, electronic tablet, computer).


Carry as few cards and pieces of ID on you as possible.


Keep documents with personal information in a safe place. An identity thief will not hesitate to pick through your garbage or recycling bin. Be sure to shred your copies of credit card applications, insurance forms, medical reports and credit card offers you get in the mail.


Order a copy of your credit file regularly from Équifax  or Transunion 

Knowing and following safe practices when doing business on the Internet is essential. Your ability to recognize, outsmart and report scams on the Web strengthens our partnership to thwart online fraud.

Manage your password and secret questions carefully

Your password is a simple and effective way to control access to your confidential information. Choosing a secure password and using it carefully will help ensure your personal information remains secure. Here are the main areas you must pay attention to in managing your password.


Choose your password carefully
Try to choose a password that will be easy for you to remember, but hard for anyone else to guess. For example, you can:

  • Take the first letter of each word in a sentence about you and add numbers. ("I’m going on vacation on April 27" becomes "Igovo427")
  • Join a few short words that make up a common, easy-to-memorize phrase ("milk1cow")
  • Change the spelling of words ("120burds")
  • Use the first letter or part of each word in an expression, song title or proverb. ("Early to bed, early to rise" becomes "E2bede2r")

Follow the required format
Your password should be made up of 8 alphanumeric characters (a combination of letters and numbers). For an even more secure password, combine upper case and lower case letters.


Choose a password for the sole purpose of banking online
To change your password, simply go to the Profile section of Internet Banking Solutions or Mobile Banking Solutions while you are logged in.


Avoid choosing a password based on personal information
Avoid using your first or last name, the names of your spouse or children, your date of birth, social insurance number, phone number, licence plate, name of a sports team, bank access codes, etc. Although easier to memorize, these passwords are more likely to be discovered by malicious individuals.


Do not write your password down
If you absolutely have to, write it in such a way that only you will be able to recognize it, and keep it in a safe place.


Do not save your password on your equipment


Never tell anyone your password
This rule applies even to members of your family and anyone claiming to be a National Bank employee.

Remember, your password is like the key to your house. You must take all the necessary precautions to prevent it from falling into someone else's hands.

Forget your password?

If you can’t remember your password and you didn’t provide answers to the secret questions, call one of our Customer Service Representatives at 1-888-4-TELNAT (483-5628) or 514-394-5555.

The representative will assign you a temporary password so that you can access Internet Banking Solutions. You must then choose a new secure password in order to continue.

Secret questions - Internet Banking Solutions

By answering the secret questions when you create your password (or by accessing the Profile section of Internet Banking Solutions), you can still access your account on your own, even if you forget your password.

If this happens, simply click on I forgot my password on the Internet Banking Solutions login page and correctly answer the questions. The system will then allow you to choose a new password so you can access the site.

If you can’t remember the answers to your secret questions, you can contact one of our Customer Service Representatives by calling 1-888-4-TELNAT (483-5628) or 514-394-5555.

If you can’t remember the answers to your secret questions, you can contact one of our Customer Service Representatives. As a security measure, the I forgot my password function is not available via Mobile Banking Solutions. You can contact our Customer Service Department at 1-888-4-TELNAT (483-5628) or 514-394-5555 to obtain a new password.

Note that you can change your secret questions or their answers at any time by accessing the Profile section of Internet Banking Solutions.

Clear your browser cache

It is very important to clear the cache of your browser to safeguard the confidentiality of your financial information and improve your Internet browser’s performance.

We recommend that you clear your browser cache each time you log out of Internet Banking Solutions. This is particularly important if the computer you use for your transactions is shared with other users, especially in public places, such as Internet cafes, public libraries, etc.

Internet Explorer 8+

In the Tools menu, select Delete Browsing History.
If you don't see the menu, press Alt on your keyboard to show menus.
Check Temporary Internet Files and Cookies.
Click Delete. 
Click Okay.

Internet Explorer 7.0

From the Tools menu, select Internet Options.
On the General tab, In the History section, 
Click Delete… .
In the Temporary Internet Files section, click Delete Files.
Click OK.

Internet Explorer 6

From the Tools menu, select Internet Options.
On the General tab, in the Temporary Internet Files section, 
Click Delete Files.
Click OK.

Firefox 3.5 and higher

From the Tools menu, select Clear Recent History.
Click on Details.
Check Cache and Cookies only.
Click on Clear Now.

Firefox 1.5 to 3

From the Tools menu, select Clear My Tracks.
Check Cache and Cookies only.
Click Clear My Track Now.


From the Safari menu, select Empty Cache.
Click Empty.

Download the latest version of your Web browser

Downloading available updates for your browser and operating system will make sure your Web-browsing experience is secure, as you will benefit from patches, which improve your software’s effectiveness at protecting you from a variety of common threats and security vulnerabilities.

Secure your wireless network

Change your wireless network’s default settings to create an identifier and password that would be difficult for criminals to guess.

Choose 128-bit encryption to ensure your network is sufficiently protected from possible intrusions.

Choose a strong encryption protocol, such as WPA or WPA2, that will adequately protect your network against possible intrusions.

Using a public Wi-Fi network

If possible, use your mobile device’s 3G network, rather than a public Wi-Fi network.

Follow the basic rules for doing business safely


Do not remain connected to the Internet unnecessarily.


Never leave information displayed on your screen if you leave your computer, and do not leave your equipment unattended. Always lock your computer or mobile device when it is unattended.


Don’t download or install freeware, shareware or demo software from an unknown source or questionable site. Only use authorized and official applications from recognized suppliers on your mobile device; the operating system must be legitimate and must not be altered (it must not be jailbroken, rooted or pirated).


Never run an executable (.exe) file received by e-mail unless it is from a known and trusted source.


Be careful what you throw in the recycling bin. Shred all documents that contain your financial information, such as statements, credit card offers, receipts or insurance forms, to prevent identity theft.


Make sure your computer’s hard disk and printer are not in shared mode.


Make regular backups of your important files.


If you use Microsoft Word or Excel 2000 (or a more recent version), set the security level to medium or higher. You will then be notified by a dialog box of any unsigned macros and will be able to prevent them from running. To set the security level:

  1. Open Microsoft Word or Excel 2000.
  2. Click on Tools in the menu bar.
  3. Select Macro.
  4. On the Security tab, click on the radio button to set the security level to medium or high.
  5. Click on Ok.


Send funds safely with Interac e-TransferTM*

  • Update your contact information
    Verify the e-mail address entered in your online banking profile and make sure it is up to date. Transaction confirmations will be sent to this address.
  • Verify the recipient's information
    You are responsible for verifying that the recipient's e-mail address or cell phone number entered for the transfer is correct. Always double-check this information before submitting the transaction.

    National Bank recommends that you contact the recipient to inform him or her of your intentions to transfer funds.
  • Choose a good security question
    The security question is an additional security measure used to authenticate the recipient. It is therefore important to select an appropriate question. Choose a question that only you and the recipient know the answer to. Do not choose a question with an obvious answer that could be easily guessed by a malicious person.
    Examples of poor security questions:
    What colour is the sky? 
    How many fingers do you have?
  • Transmit the security answer safely
    Call the recipient or speak to him or her in person to communicate the security answer. Do not leave the recipient a voice message that includes the security answer.

    Never send the security answer by e-mail.

    Do not indicate the security answer in the transfer message. 
    For example: Do not write, "Hi Diana, here is the $500 transfer as agreed. The security answer is X8T30987."
  • Secure your workstation
    Your workstation must be protected against malware. For more information, please consult the "Protect yourself from fraud" section.
  • Protect the recipient's personal information
    Never leave the information displayed on your screen if you leave your computer. Always lock your computer when it is unattended, and never print out the page containing your recipients' personal information.
  • Be vigilant
    If you receive an e-mail confirmation for a transaction you did not initiate, call TelNat immediately at 514-394-5555 or 1-888-835-6281.
  • Be careful when receiving transfers
    Watch out for fraudulent e-mails and text messages (phishing).

    If you receive an e-mail or a text message stating that someone wants to transfer funds to you, but:
    • You do not know the sender
    • You were not expecting the funds
    Never click on a hyperlink contained in such an e-mail or text message. It could be a fraudulent e-mail or text message (phishing) and may contain a virus that could compromise your browser or allow malicious persons to remotely control your computer.
  • Protect the required security answer
    Never enter the security answer provided by the sender in your computer or mobile device (in a Word or Notepad document, spreadsheet, etc.) or leave it on a note near your computer.

TMTrademark of Interac Inc.

Security software

We strongly recommend* that you install appropriate security software on your equipment. Note that it is also very important to update this software regularly. Software that is not kept up to date will be unable to recognize the most recent viruses and other threats.


Updating your equipment

Updates from software manufacturers should be applied regularly, especially when a vulnerability is publicized in the media. In particular, we strongly recommend* that you install the security patches for the software you use. Here is an incomplete list of manufacturer’s websites:


External resources*





* We were not involved in developing the content of these sites, and bring them to your attention solely for the purpose of illustrating the various options on the market. It is therefore your responsibility to evaluate the applicability of the information on these sites based on your computing environment. We assume no responsibility in this regard or with respect to the content of these sites.

No one wants to deal with the hassle associated with online fraud. If, however, such a situation does occur, National Bank puts a set of tools and a team of fraud prevention and security experts at your disposal to guide you and help you quickly resume your normal banking activities.

Steps to take if you think you have been the victim of online fraud


1 Contact our security center

  • Immediately contact TelNat Customer Service (open 6 a.m. to midnight, 7 days a week.)
514 394-5555
1 888 483-5628
  • If you receive a scam e-mail, do not click on any hyperlinks. Forward it to us by e-mail at 
514 394-5555
1 888 483-5628

2 Report the fraud to the following other parties as well:

  • Credit bureaus
  • Law enforcement authorities
Sûreté du Québec 
  • Any other financial institutions or credit card issuers you do business with
  • Government authorities (if you have been the victim of identity theft involving information such as your social insurance number, driver’s licence, etc.) such as

3 Visit your branch in order to:

  • obtain a new Client Card
  • sign the forms needed to initiate the investigation process and obtain a reimbursement for any funds lost

4 Before resuming your normal activities on Internet Banking Solutions:

  • Install or update security software on your computer
  •  Clean up the computer or computers you use
  • Download all updates required for your operating system

5 Next, log in to Internet Banking Solutions (as a security measure, this operation cannot be carried out via Mobile Banking Solutions):

  • Have your new Client Card on hand
  • Click on my card has been changed on the login page
  • Complete the form and follow the steps on screen
When you once again have access to your banking records:
  • If applicable, be sure to change any post-dated payments that you saved before the fraud incident, as they will have been interrupted when your Client Card was cancelled.